Roborock Reviews 

Purchased a Roborock Ultra S7 with 3 year warranty and after only 2 years the machine has a problem and does not return to the dock. Roborock is unwilling to honour the warranty and says to contact Roborock Thailand. Roborock Thailand does not answer emails.

Customer service is basically non-existent. The only number available is for tech support, and even then, they can’t help with anything beyond basic issues. You’re forced to email, but replies are painfully slow and unhelpful. There’s no way to escalate. They claim they’ve done something but never give confirmation, and reps clearly don’t have the info—they just keep saying they’ll follow up, but nothing ever happens. Extremely frustrating experience.

Avoid - no customer support, no cancellation option.

Awful customer service.
Ordered 3 days ago, no communication, no way to cancel the order.
Just damn awful.

I have an s4 and they say its "an older" model. So someone will have to email me about the parts I need. No email was ever received. Not only will they not help me with the parts I need, but have blocked my phone number and email. So I cannot contact them to, again try to get what I need. Apparently they only want to support "NEW" models. And blocking a customer who simply wants to talk to someone seems a bit unconscionable.

We are extremely disappointed with the Roborock Q8 Max+. Just after 12 months of use—almost exactly when the warranty expired—the robot completely stopped working due to a LiDAR sensor failure. Despite trying every troubleshooting step suggested by Roborock, nothing has resolved the issue.

It’s honestly shocking how such an expensive product can be of such poor quality. We expected durability and reliability, but instead, we’re left with a non-functional device and no support from the company now that the warranty has ended.

We will absolutely not be purchasing any Roborock products again. Moreover, we would like to share our experience widely so that other potential customers are warned and don’t make the same mistake we did. A premium price should come with premium quality and service—Roborock has failed on both fronts.

I ordered the Roborock S7 MaxV Ultra, a model I was genuinely excited about. I had just moved into my new apartment and unboxed the device for the first time — only to find that it was defective out of the box and never worked.

When I contacted Roborock under warranty, I expected help. Instead, I was told I needed to package the robot myself and ship it back — but only in specific dimensions and warned me that oversized packaging could damage the product, and if it did, I would be responsible.

I visited OBI and Bauhaus and searched online, but couldn’t find packaging that matches those dimensions. Despite this, Roborock refused to:

Send appropriate packaging,
Offer a pickup with proper handling,
Or take responsibility if damage occurred in return shipping.

In short: I’m left with a broken robot that I’ve never even used — and no safe way to exercise my warranty rights without risk.

I still hope Roborock will resolve this responsibly, but so far, their support has been quite disappointing and frankly unacceptable for a premium product.

I bought the Roborock S8 Max Ultra because it was supposed to avoid obstacles.
It ended up running over the thick power cord of my $800+ adjustable bed — not some thin or hidden cable, but a clearly visible, sturdy part of the bed.

When I contacted Roborock customer service, they initially tried to blame me, saying the cord was “too thin.” That’s complete bullshit — it’s thick and durable.

Then came their so-called “compensation” process:
• First, they offered $20
• After I explained the bed cost over $800, they raised it to $50
• I paid a technician $50 out of pocket to reconnect the wire
• Then they finally offered $100

But the damage wasn’t completely fixed — now the remote doesn’t control the bed properly. The remote itself isn’t broken, it just no longer works.

I even offered to provide product information so they could contact the bed manufacturer to help fix the problem — but they refused. They told me to handle it myself.

I was the victim, and they acted like they were doing me a favor by tossing me a few bucks.
When I said I couldn’t accept that, they stopped all compensation and told me to return the robot vacuum.

The most outrageous part is this:
They said I had “used it for free for half a year。So returning it now would count as compensation.
What kind of logic is that?
The vacuum works fine — I never asked to return it. They just wanted to avoid responsibility by forcing a return, as if that would erase the damage they caused.

And the vacuum is heavy. Returning it is a major inconvenience.
This isn’t compensation — it’s a cheap way out.

To make things worse, they deleted my honest review from their website. They’re clearly trying to suppress negative feedback instead of taking responsibility.

I’m not begging for money — I want accountability.
Your robot damaged my expensive furniture. $100 doesn’t fix it, and asking me to return a perfectly working product won’t help.

This is not the behavior of a responsible company. Absolutely unacceptable.

👉 They only allow returns within 30 days, but I had already used it for six months.
They made an exception to “open up a return” — and claimed that doing so meant I had already “got six months of free use.”
I never asked to return the vacuum. They imposed this return idea themselves, and then acted like I should be grateful — as if I somehow profited from the damage their product caused.
What kind of logic is that? This machine is heavy, and returning it is a hassle.
I was never trying to get anything for free — I was the one harmed, and they just wanted to throw me a few bucks and walk away.

We have the Q5 max plus and our floors are constantly dirty from humans and dogs and tracking in the sandy gulf coast soil. This vacuum works great!!! We’ve had other brand robot vacuums and the Q5 delivers better than any of them! Mapping function does a perfect job navigating and can adjust easily to new or relocated items on the floor. Love how the suction automatically increases when it is on our rugs. Messaging and notices are easy to receive via the app. Really find the app helpful and effortless to use. The amount of hair and dirt this machine picks up daily is at least 5x what other robot vacuums did. It is also not loud on hard floor setting. Highly recommend.

I was gifted a QRevo vacuum in December 2023. The original robot started to have sensor issues and was sent back to be reviewed under warranty. The product came back, worked for a few months then started to become defective again. The entire unit was replaced in May 2024. During this time the communication with the support team was fine, with them responding via email in a timely manner.
In March 2025, the new unit started having issues with the mop, in that one side wasn't mopping. The device was returned again, for warranty maintenance and repaired.
We have used the robot twice, and now it is leaking. Unfortunately, as much as the robot cleans and mops well, we have experienced ongoing issues with two individual products now and the trouble of returning it is more than it is worth.
NB to people, keep the box!
We are seeking a refund and going back to the old school way of cleaning.

Company is sketchy, my expensive robot didn't last a year and they're refusing to honour warranty terms. They tried to repair it and failed with a vague explanation of what they did.

Adding New terms i cant decline to a product i´ve owned for years?
Adding shitty useless AI?
No thanks.

In November we purchased a Roborock Q8 Max. I had heard great things and was so excited. At first, it was amazing. In January, it stopped working due to a LiDAR issue. We spoke to customer service and ultimately, they replaced the vacuum. I figured we were good. Fast forward to April, and the replacement vacuum starts having the same error! Customer service has only sent generic emails and refused to acknowledge or be accountable to faulty two vacuums.

Our house is only 1850 square feet. We don't have kids or anything so at baseline it is very clean. These vacuums aren't having to work insanely hard. I'm so disappointed in the products and customer service.

I had one of the worst customer service experiences with Roborock and their official reseller, MCorz.

The robot vacuum itself worked perfectly well for about a year and a half — I was genuinely satisfied with its performance and cleaning quality during that time. Unfortunately, the device broke down after 18 months, still well within the two-year warranty period, and that's when the nightmare began.

The reseller MCorz handled the repair process in an absolutely unprofessional and unacceptable way:

They first asked me to send only the robot disc, even though the issue was clearly with the base unit, making the entire repair attempt useless.

They returned the product to the wrong address without notifying me, causing additional delays.

Due to their poor handling and continuous mistakes, my warranty expired during the waiting period, which was entirely their fault.

Despite this, they are now demanding that I pay for the repair, blaming me for the warranty expiration — even though it was caused by their own delays and incompetence.

To this day, the robot has not been repaired, and I have been left without any real solution after more than six months of waiting.

I also reached out directly to Roborock, asking for assistance and to confirm if there were any authorized service centers near Pescara, Abruzzo (Italy). Unfortunately, the communication from Roborock has been just as slow, disappointing, and ineffective.

It is absolutely unacceptable that a brand claiming to offer high-quality products allows such a terrible after-sales service, with zero accountability from both the reseller and the company itself.

I will never buy a Roborock product again and strongly advise others to stay away from this brand if they care about customer support, warranty reliability, and proper issue resolution.

I placed an order and was told that my payment has risk. They requested me go to my personal bank and screenshot the transaction and reply it on email. I did. After I sent the screenshot, they reply me another email that said my payment had risk and canceled my order, if I still need their product, I can place a new order. Then I use my Visa card to place another order and reply them to confirm my first order fully cancelled and do not charge me twice. Then they reply me I have 2 existing orders and request me prove why I want to cancel order. I screenshot their cancellation notice. Today they replied me the cancellation notice they sent to me was by mistake and I purchased two machines on their website. And asked me if I want to keep both order. Never see a customer service like this. Each time they sent me email, I also called their customer phone service to discuss the details, then the email seems sent by another department and they don’t have any connection. As I explained to their specialist, however the email start a new quote like I never reached them before

Very poor customer service. Paid a lot of money for a quality robot vacuum cleaner and within 6 months the produce stopped working. Had to return to service centre, waited 3 weeks with no communication, was went back to me in a tattered box with no protective packaging, with floor pads ripped. Complained and recieved no apology or replacement of the floor pads, appalling customer service.

Contacted me for a refund then told me never mind we wont refund you. Product has non translated words on it and in the app. Instant buyers remorse.

I purchased my QRevo at the end of November 2024. I've had minor issues from the start (mapping, schedules, etc.) that seemed to be resolved with a factory reset. Annoying but it continues to work. However, about a month ago I notices that the vacuum hadn't left its dock in a few.days. I noticed that the white light was not on, on the front of the water canister. I went to turn the power off/on & noticed that the vacuum itself was completely dead. It wasn't even showing connected in the app. WEIRD! So, I reset my router, factory reset the vacuum, made sure I went through all the recommended troubleshooting (wiping the connectors with a dry rag, etc.) and started to recharge the vacuum. The next morning- still no white indicator light on the front of the unit. I finally got enough juice to connect the vacuum to the app & hit go. The vacuum started out from the dock & in a few minutes stated that it was going home to recharge. Now- it won't work, at all.
I've tried working with "customer service" through email but am getting no where. I've submitted my SN and requested pics for warranty purposes. The only response I'm getting now is that the unit is still under warranty and to send it back. Well, they've not provided a box/return label nor an address. I've gone back & forth with these people for over a week now with the same reponse- the unit is under warranty, please send it back. WELL...I CAN'T DO THAT WITHOUT A LABEL & ADDRESS TO SEND IT TO!!!!! I've now asked for a supervisor via email and phone, with no response. I'm literally sitting on hold with a customer service reps who refuses to transfer me to a supervisor. I can't understand 99% of what they're saying...SUPER FRUSTRATING!!!!
I WANT A FULL REFUND, ROBOROCK!!!!!

Keeps loosing its connection to wifi all the time and the time to fix it by reset it takes as long as doing the cleaning oneself.

**Complaint:**

I am writing to file a formal complaint regarding my experience with Roborock customer support and their warranty service for my Roborock S7Max Ultra robot vacuum (SN: R50NBD33200322).

I have been experiencing an issue where the robot is not filling its water reservoir, preventing it from mopping properly. After several troubleshooting steps with their support team, I was told I need to send the device in for repair, which I agreed to.

However, Roborock has stated that while they will provide a prepaid shipping label and cover repair costs, I am responsible for finding and providing a suitable box for shipping. I do not have the original packaging, and their support team has refused to provide a replacement box. This requirement was not mentioned in the warranty documents or online information I reviewed.

Requiring a customer to purchase a custom box for a warranty repair on a $1,000 product is unreasonable and goes against the expected level of customer service. I believe this violates the terms of the warranty agreement. While I appreciate the offer to waive the shipping fee, the lack of support in providing suitable packaging is unacceptable.

I have requested that a manager contact me directly to resolve this issue, but the response was simply that they will not provide a box. I am extremely disappointed with this experience and feel that Roborock's customer service has significantly declined. I am considering escalating this issue to government authorities and sharing my experience on social media platforms to warn other potential customers.