Roborock Reviews 

My Roborock S7ultra, broke down just after 2 years (no warranty), support just never replies. It's been several moths now, and still no response. It's actually the second time. I was in contact with support in October and they replied end of November, start December. The last thing I heard from them was 29th of December. I tried several ways, emails to reach them. I had little luck with their live chat, they promised to get back asap, that was last week. Roborock support is actually the worst I ever experienced, it's really sad because they have the best overall products on market right now. But as long their support is, as bad as it is, I will not recommend Roborock.

Please stay away - worst customer service and average product

I wish i have read reviews before buying roborock. Totally regretting the decision.

Absolute disaster and TOTAL WASTE OF MONEY! Neither can it clean properly and more annoyingly, you’ve always got to be around it to pause and fix its underlying casket that comes out at every damn opportunity like a leaking roof. Keep your fingers away if you love your money… terrible product…

They cancelled the order, but still took over 500 USD from my credit card, not as a reservation, but as a PURCHASE! Have now reported them to credit card company. What a mess! Never again!! If this happens to you, make sure to report to CC company, and be sure to get the exact same amount back that they took! Cannot believe we did not check their rating prior to buying. If it’s not too late for you: STAY AWAY!!

Faulty Item and Worst service, 6 weeks to get to a poor outcome

1. Faulty Item
2. Over 6 Phone Calls
3. Over 20 Emails
4. Over 6 weeks just to get a refund
5. Refused to accept I purchased the item directly from them without written proof, that they themselves had to supply.
6. Told I may be fraudulent
7. Offered a downgraded product with no refund of difference in price
I waited for 3 weeks for blackfriday sales, price on the website was $1000, when blackfriday sales came it was $999 and they claimed they marked it down from $1,299, so false advertising and it was off to a bad start.
I purchased directly through the website mistakenly thinking I would get better aftercare service than buying through a local retailer, never again.
When the unit arrived a week later, it was faulty out the box, it wouldn't turn on, we tried charging it and after 24 hours and 3 separate calls to their service team, in which I needed to take and send videos, go through multiple steps, send through serial numbers, etc, they acknowledged it was faulty.
Their solution was take it back to where I bought it, now they had the serial number, they could see I purchased from them, but no, I needed the PDF receipt, which they don't give you when you purchase through their website, we went back and fourth on this multiple time, I forwarded them every email I received from them, in the end I had to go through another department, to generate a receipt, to send it back to the same company, to prove I bought an item from them. At this point I was already fed up.
I was told a courier would come to my house to pick up the item, instead I had to go to AusPost and mail the item which given my work was a major hassle, it why I buy online to begin with.
Once they received the item, the confirmed it was faulty, but they took so long doing this they had now run out of stock. Then the solution was a downgraded model, which retails on the website for $949, and retails at other stores for $889, I pointed this out, and the reply was, "no its the same price on our site", I don't know if my maths is as faulty as their vacuums but $949 does not equal $999, and its a downgraded product.

I have never seen any customer service like this. They block your phone number and won't respond to the emails.

Vacuum started not working the beginning of August.

I have sent photos, bought new filters and rollers and nothing worked. Vacuum spits all the hair back all over my house. Complained on Amazon and Roborock replied and told me on Amazon they would be reaching out soon. Never did. I have called over 10 times. Every time I called, they say someone would get back to me and they never did.

My product is still under warranty and can NOT pick up anything off the floor!!

Absolutely a "Do not buy" - After only 9 months, most functions do not work. Very disappointed with this product. It is now placed on electrical trash. Do not buy.

Once you get issues with your device, you're completely on your own.
Their customer support in Europe is an absolute joke. After a first contact, they send you a standard answer (to reboot your device...) and if that doesn't work, they don't reply anymore. Have sent several reminders, asking for assistance but without any success.
Our device is not even 4 years old and had several issues already (charging errror, loss of wifi connection,...) This is not what you expect for a device in this price range.
Would not recommend to buy from this company at all.

All of the negative reviews are accurate. These products are not built to last even a year. When they break during the warranty the company does not honor the terms of the agreement and there are no repercussions so they continue to operate with no regards for the customer. I have had two, one broke just after the warranty and one within the warranty and they still won’t fix it. I wish there were legal actions that could rectify this blatant fraud. Do not buy from this company.

Customer service is/was EXCELLENT. My unit died just outside of warranty and they tried to fix it...that didn't work. Then they replaced it with a nearly new device. They are good with email responses. Free shipping to and from repair center.
When it was working, it was very methodical, leaving perfect patterns as though a pro vacuumed the place.

The worse customer service I have ever seen. It's been over 2 months my robot displays "no mop installed" and they refuse to give me guidance in how to fix the issue. When I call they say someone will reach by email, they never do. DO NOT BUY IT. Extremely over priced for what it is.

I am extremely disappointed with my experience with Roborock. I placed an order weeks ago and have yet to receive my items. I called customer service as instructed and was promised a response within 48 hours. Two weeks later, I’m still waiting with no update whatsoever. What’s even more shocking is that they’ve blocked my number, preventing me from reaching out for information. When I tried calling from my son’s phone, the call went through, but the agent had no update on my case. To make matters worse, they blocked my son’s number too. This kind of treatment is completely unacceptable. It seems they have no intention of refunding or replacing my order, making this whole experience feel like a complete ripoff. I wouldn’t recommend anyone to deal with such a shady and unresponsive company.

Do not buy from this company. Based out of China and the vibes are just that. They don't care as long as the sale is made. My vacuum broke twice. I fixed it once myself and decided to ask for an exchange. They never followed up, so I fixed it again on my own again. The issue was the exchange from the unit to the tower never sat correctly during the dumping, so I had to rig it. I contacted the company again and was told they would not do a return upon my request. They stated they tried to help me with an exchange to which I replied they never emailed me back. Not good customer service or support, I gave them three options (do the return, I'd contact my bank to dispute, or exchange it like originally planned). Silence across the board.

Solution, buy stuff like this from Amazon and have easy exchange or returns.

I bought a roborock s5 11 months ago and its dock is broken. I have 2 year warranty and I tried to contact them. They absolutely do not answer. The vacuum cleaner was rubbish, you do not shop from this company. shame on your money

This company is refusing to honor my warranty. I regret my purchase of this very expensive vacuum. It didn’t last three months.

Avoid....Worthless warranty.......product failed within days with a code 15 defective sensor......asks you to constantly clean the wall sensor even though its not dirty and robot wont clean at all. Contacted Roborock, here's the reply

Subject: Roborock s7 pro ultra [ ref:_00D2w2loIc._500BB47AnW:ref ]

Hi there,

Thank you for your response. We sincerely apologize for the inconvenience and the problem you encountered. It appears that something is wrong with the device and it may need to be fixed.

In such circumstances, we recommend that you contact the seller for warranty service. As a manufacturer, we can provide technical support to the customer and the seller is responsible for the warranty. It's because we have an agreement with our top-notch official distributors that if we sell equipment to them, the product warranty will be given by the sellers. Thank you for your understanding. Please contact the original seller for warranty.

 Please let us know if the seller refuses the warranty or if something else happens. 

Here's my reply

After 30 days no one in the UK will repair or refund your product including amazon. There are NO service centres in the uk.

Apparently it's a well known problem I see from social media feeds.

On this basis the defective product you supplied to the retailer will be returned for a full refund. I will then purchase an alternative brand that offers a real warrenty that has real repair centres in the UK.

I will also use this correspondence to share across all the review and social media platforms so that potential customers of your product can appreciate that in the UK any warrenty offered is worthless. There is no one or no where that will service or repair under your worthless warrenty. I am just lucky .y product was faulty from day 1

Regards

worst experience had been ever!!! I bought s8 ultra but they missed my package. No any delivery photos or nothing! Just it was showing delivered.(but where!!!) I called them 3 times on my phone and they said we will get back in 24 hours. They have never call me or send anything! We passed 15 DAYS! I tried to call again they blocked my phone and my friends phone too so I could not get my money back. I tried to connect Live chat even there they closed chat. They are stealing from people and they are worst brand in the world! DO NOT BUY FROM THEM ANYTHING.

Bought my Roborock S7 MaxV Ultra in November of 2022. Began to have an issue with the robot not being able to find the docking station due to an error saying "error 23 cannot locate dock, clean beacon". long story short, i had to send out the robot two times for the same issue (they never fixed it) and they had the balls to offer me a partial refund towards the purchase of a new vacuum. they have a one year warranty but they said because it is used they could not refund me the purchase amount. i sent them a copy of their own warranty policy but they still chose to not honor it. i wish i did a little more research because it seems i'm not alone. sadly if you look at the compeating brands they too all have horrible reviews for customer service. kind of looks like their is one company that own all the brands (monopoly) and is taking your money and they are not standing behind their products. don't waist your money with them. i now have no working robot and they have my money.

I called today to speak with someone regarding the roborock website reporting I no longer have an account with them. I previously purchased a roborock product and am trying to access my receipt so that I can submit a customer support ticket. The person I spoke with stated there is nothing she can do to help me with the website. She advised that I should create a new account, which obviously would not help me access my existing account. She finally advised that she would pass along my information to China and that they would advise me to create a new account as well. I called back and spoke to a male, who much like a computer began speaking and never stopped until the entire thought was completed. I suspect these were chatbots of some sort and I still have no means with which to communicate to the company and get access to my existing account. DO NOT PURCHASE FROM THEM, YOU WILL REGRET IT!