Roborock Reviews 355

I purchased a Roborock Qrevo Curv that arrived dead on arrival (DOA). I contacted Roborock customer support on December 31, where It goes straight to voicemail and requests to follow up via email.

After following up, I received a response on January 7 directing me to a local authorised repair shop in Adelaide. Upon contact, the facility initially seemed unaware that they serviced Roborock products. I eventually spoke with the owner, who explained they had received 77 similar repairs over the Christmas period and that the initial assessment would take at least one week.

I accepted this timeline and delivered the device the same day. Regrettably, several weeks later, I have still not received my repaired unit or any substantive updates. The repair shop is now closed, and routes calls to voicemail. Multiple email requests for status updates have received no reply.

I have escalated the issue directly with Roborock support at least five times, explicitly requesting a callback from a supervisor. To date, no supervisor has contacted me, and overall communication has been severely lacking.

This has resulted in extended delays, poor follow-through, and a complete lack of accountability from both the repair partner and Roborock. I remain without the functional product I purchased, with no clear path to resolution.

Based on this deeply unsatisfactory experience, I strongly recommend that potential buyers in Australia (and elsewhere) consider alternative brands, as Roborock's after-sales support appears unreliable.

⭐ Final Review – Roborock

Unfortunately, my experience with Roborock has been extremely poor from start to finish. The device I received was dead on arrival. What followed was over six weeks of delays, broken communication, and pointless mediation. Despite repeated escalations, I never received a call from anyone with actual authority to resolve the issue.

The so‑called mediation process achieved nothing — after a period of back‑and‑forth, Roborock simply stopped responding. During this time, my device was moved between repair centres without my knowledge or consent, and to this day I do not know where my device is. I have never been informed properly, and no one has taken accountability.

Six weeks later, I still do not have my device, no replacement, and no refund. Communication has been generic, inconsistent, and evasive. Promises of escalation and “final solutions” were repeatedly made and never delivered.

Based on this experience, I strongly recommend choosing a different company. The product may look good on paper, but the after‑sales support and customer service are unacceptable. If something goes wrong, be prepared for long delays, lack of transparency, and no real resolution.

This has been a frustrating and disappointing experience.

I am appalled by the level of customer service provided by Roborock. My Roborock Q10 S5+ malfunctioned (navigation error) and started spinning in circles in one spot, which permanently destroyed my wooden floor.

Despite sending multiple emails, photos, and screenshots proving the device's instability (frequent Wi-Fi drops despite a 100 Mbps Mesh network and unexplained freezes), the support team completely ignores the facts. I have been stuck in a loop of generic, automated-style responses about "router settings" while the main issue—property damage caused by a faulty unit—is being systematically ignored.

The support is unprofessional, lacks basic understanding, and clearly uses delay tactics to avoid taking responsibility for a defective product under warranty. They refuse to provide a technical statement for my insurance, even though the device is clearly failing.

If you care about your home and don't want to waste weeks fighting with incompetent support that refuses to acknowledge reality, stay away from Roborock. Worst customer experience ever.

Absolutely Terrible Product – Complete Failure After Hardly Any Use

This is one of the worst purchases I’ve made in years. The Roborock Dyad Air lost suction after very minimal use, to the point where it’s basically useless. A vacuum cleaner that can’t maintain suction is not just disappointing — it’s a total failure.

The unit was barely used, properly maintained, filters cleaned, no clogs, no abuse. Yet the suction dropped so badly that it no longer performs its most basic function. This is not wear and tear — this is poor design or poor quality control.

For a product marketed as premium and priced accordingly, this is unacceptable. It feels cheap, unreliable, and clearly not built to last. What’s worse is the complete lack of confidence this creates in the brand. If it fails this fast, how can anyone trust it long term?

I expected durability, performance, and quality. Instead, I got a product that failed almost immediately. I regret this purchase and would strongly advise others to avoid this model entirely.

If you’re looking for a vacuum you can actually rely on, look elsewhere.

Roborock’s customer service is an absolute nightmare and a masterclass in how not to treat paying customers.

After a defective unit, I followed every instruction they provided. Roborock confirmed in writing that once the unit was shipped back, a replacement would be sent. I returned the product using their UPS label and scheduled pickup. After that, they changed the rules.

Despite having my vacuum and my money, Roborock refused to send the replacement, hiding behind “no tracking update” excuses and pretending that UPS logistics were somehow my responsibility. No pickup receipt was provided by UPS (which is standard), and instead of resolving the issue, Roborock dragged this out with circular emails, delays, and shifting requirements.

Bottom line:
• I’m out both my product and my money
• Roborock refuses to honor their own written agreement
• Customer support plays games instead of solving problems

This isn’t a mistake — it’s bad faith and intentional stalling. If something goes wrong with your Roborock, be prepared to fight just to get what you already paid for.

There are plenty of robot vacuum companies out there. Choose one that actually stands behind their product — Roborock does not.

I ordered the Roborock Q10 X5 from Amazon. Immediately after ordering, I discovered that the essential Roborock app cannot be installed on my Samsung Galaxy A13 with Android 14. Without this app, the vacuum cleaner is not fully functional, as all key features – setup, control, scheduling, map management, mopping, and firmware updates – are controlled via the app. The app is therefore not optional, but an integral part of the product. This issue affects not only this model but virtually all Roborock vacuum cleaners, as their operation depends entirely on the app.

Roborock customer support responded evasively and incorrectly claimed that the problem was due to my device having an "older Android version." This is factually wrong: Android 14 is the latest software, and my device meets all technical requirements. Multiple publicly documented cases confirm that this issue has been known for months but continues to be ignored. Examples include Reddit reports of the same incompatibility on the Samsung Galaxy A13 and Android 14 compatibility discussions, as well as user reports on JustUseApp showing installation and functionality issues on current Android devices.

Attempts to install the app from the Google Play Store fail because it is shown as incompatible. Without a working app, the device is practically unusable.

Public reviews show that this is not an isolated problem. On Trustpilot, there are numerous reports of poor support, unresolved problems, and evasive responses. The TrustScore is currently 1.6 out of 5. Typical complaints include: support responding slowly or not at all, customers being directed to standard template answers, smartphone compatibility issues not being communicated, and follow-up questions answered only formally without any solution.

The technical issues can be summarized as follows:

1. Incorrect Play Store compatibility labeling: the app is marked as "not compatible," even though it should technically run on current Android versions.

2. Insufficient maintenance of the app for current Android versions: Roborock may distribute internal beta versions, but this is not communicated publicly.

3. Lack of transparency in sales: customers are not informed of these limitations at the time of purchase, even though they are critical for proper device functionality.

Conclusion:

Roborock sells vacuum cleaners as fully functional, modern devices, but their key features are often not usable on current Android devices. The manufacturer misleads customers by blaming the device, even though the problem lies with the app itself and is publicly documented. Anyone purchasing a Roborock vacuum risks frustration, wasted time, and limited product functionality, without being made aware of this at the time of purchase.

Under these circumstances, I cannot recommend any Roborock model whose operation depends entirely on the app.

The device worked phenomenally at first, and I was very satisfied with it. I was even planning to purchase another Roborock for a different floor in my house. However, after only six months of use, the vacuum completely stopped working and would not even turn on.

When I contacted customer service, they offered to repair it, but I requested a replacement since the unit had not worked properly for months. Eventually, they provided me with a refurbished unit and assured me it was fully tested and as good as new. I accepted it on the condition that it would still be covered under warranty.

Ironically, just a few days after the warranty expired, the mopping feature failed and stopped working entirely. When I tried to contact support again, my phone number was blocked. I had to use another phone number to reach them, only to be told that the device was now out of warranty and that I would need to pay for repairs or accept a discount on a new device.

Why would I purchase another product when this one did not even last a year?

I asked if they could waive the repair costs and fix the issue as a goodwill gesture. They gave me a reference number and said they would take care of it, but I never received any follow-up. When I tried calling again, they blocked my second number as well.

This has been one of the worst customer service experiences I’ve ever had. Both the product reliability and the company’s support have been extremely disappointing.

the machine worked well for a year or so but after us regularly replacing parts to keep it going in good condition - it suddenly stopped working

after contacting both Amazon and Roborock support desks - we were eventually referred to a service company 130 miles away from us which is the nearest place

Although up until a month ago I would have been singing Roborock's praises, my machine has recently broken and nobody or no one will help me repair it. So basically I spent nearly £1000 on a machine that only lasted two years. The after sales care is absolutely non existent and when I complained to Amazon (where I purchased from), they actually admitted the best thing to do is send it back a few weeks before warranty has expired. They will never check if it's broken because they don't actually have ANY repair centres in the UK so then you will receive a brand new machine!! Great for the consumer (now you know), but really stupid for the consumer!

Spent $300 on a vacuum that broke in under 3 months. Garbage product.

didn't receive my product nor my money back, they just took my money, please help me to resolve that

I have a error message 4 in my stick vacuum. Sadly they didn't even read my first email where i gave them the model number and they gave me instructions for a robo vacuum. The second email they asked for the serial number, still no advice. The third they told me to go to Australia to ask...surely they are the same appliance. Pointless, unhelpful passing the buck and rude. I will never buy any products from them again. DO NOT BUY

Support is horrible! Do not buy! I have a Saros 10 and can’t get parts for it. I’ve reached out to their US support email address and get a bounce back that their email box is undergoing maintenance. It’s been like that for 5 days. I repeat DO NOT BUY!

Got a robo vac and mop and the mop is terrible and leaves watermarks everywhere and the machine has chipped my floors in 3 places now. Reached out to their customer team weeks ago and I'm still waiting for a response

Horrible support, they sold a refirbished item, it was missing A11-6 part and they don't want even to sell this part

TERRIBLE COMPANY - AVOID AT ALL COSTS

I did a lot of research on what to buy in the Black Friday sale and settled on buying a Roborock as the reviews seemed very positive.

After taking my money (£500) they used a third party to deliver it but it never showed up. After four weeks of enquiries and them assuring me it would be delivered it turned out the third party lost the package 3 weeks ago.

Roborock were clueless and unwilling to help and now I'm starting the process to get my money back which I have no doubt will be terrible and frustrating.

Avoid this company they are awful. There is also no way to contact them other than email.

Customer service is horrible. My Roborock broke with a LIDAR error that makes it unusable after 3 months and like 10 uses. Customer service is basically all AI generated and they have no clue about laws in the countries they operate in. They just stopped answering emails after i declined sending it for repair to have it refunded which is legally correct in my country. Now reported to agencies

Bought a refurbished vacuum from them. They advertise their 2 year warranty on refurbished products. Vacuum stops working a month after receiving it. Send it in to their warranty partner, allegedly it was fixed. The second time running it after receiving it back we got the same error.

Tried to file a second warranty claim. It says to call them. I call their warranty partner (Allstate). They say they already fixed the item and if it already broke again then to contact Roborock directly and let them know. So I do that, Roborock says it's not their problem and to contact their warranty partner (Allstate). Both companies are horrible. Basically I'm out hundreds of dollars and wasted hours of time on their junk products, horrible customer service, and poor warranty partner. Nobody will take accountability

I asked for filter dimensions so i could order the correct filter. After three emails they never did provide my requested information. Sad to poor

Loved my Roborock Q5 pro until it disconnected from my WiFi and I wasn’t able to get it to connect again. I reached out to Roborock and they sent me through all the trouble shooting process. After none of it worked I reached out again and they once again sent me all the trouble shooting procedures. I told them I’ve already done all this and want to do a warranty claim since it was still under the 1 year warranty. I provided my receipt, when I bought it, where I bought it, order number, everything, and then they told me that I was out of warranty and I could buy a new one. Pretty bummed they false advertise their one year warranty cause I actually like the product. This is why people should buy American made. I’ll be looking for an American made product.

Atrocious customer service.

Sent my vacuum back for a warranty repair as it had stopped dispensing water from one of the mop pad jets. Roborock take days to reply to each email but they eventually accepted the return and said they would give me an '80-89%' new machine. Whatever that means.

The replacement machine arrived and was soaking wet inside the box indicating that they don't follow their own advice of draining the robots tank prior to shipping. The vacuum motor as sounded like a F16 during take-off so after another frustrating two weeks of emailing Roborock they again take the robot back and send me another replacement. This time the replacement machine does not dispense water from EITHER of its mop pad jets.

Both replacement machines I have been sent are clearly other customers returns that have not even been checked over. Both times the dustbins we full of dirt and both vacuums still contained the previous owners maps indicating the units had not been factory reset prior to dispatch to me.

I will never purchase Roborock again and I will be telling anyone and everyone I know to avoid them like the plague.

To summerise:

They take 48 hours or more to respond to an emails making conversing with them to arrange support slow and frustrating.

They never follow up their support requests as they promise.

They twice sent me a faulty machine that are obviously someone else's rejected units.

They must just be stacking returns and sending them out as replacements.

I'm posting here out of sheer frustrating in the miniscule hope that maybe someone from Roborock will see and reach out to resolve this issue,