Roborock Reviews 355

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.

Not worth even the effort to describe this company. Waited three months for a product which never arrived! Had to fight to get a refund! P.S They don’t say this, but they ship from Australia. Thankfully I managed to get a refund and bought and I roomba next day! Best purchase!

They don't help with commonly-known faults. Awful service. Once they sell you the product, they're done with you. Try another brand, like iRobot.

Bought in Sept. Over last month stopped working with error 1. Contacted support. Sent receipt, SN and Google Drive video as requested. They keep bombarding me with emails saying not heard from me and will close case in 2 days. I gave consent for video to be viewed by them so they obviously did get my response. Feeling stonewalled

The worst customer service i've encountered anywhere online. The people on the phone act like they just walked in off the street...not familiar with products. Couldn't give me any information about prices, just helpless and useless. Both times i called the reps struggled with english. Horrible! when i first contacted Roborock 3 years ago , it was complete opposite. The nice young men who answered the phone knew their product inside and out and could talk you through any issue. Even went so far as to email me to help me with technical problem on app. God, what happened? The went from the absolute best customer service to the worst! I"m scared to buy one of their vacs now, with no intelligent support staff and i will be on my own, or on reddit to troublshoot problems :(

Our second Roborock, same horrible experience. Started reading reviews to figure out what's going on, and can confirm that both our vacuums are doing the same strange stuff that others are doing. At first, with both, everything is excellent, but with every month it gets worse and worse and worse. Have tried everything internet has to offer, I'm good at electronics so I know what I'm doing, but nothing helps. Our second vacuum is 3x the price of the first one and actually 3x more st**id. I can't stand it anymore, off to the dump with this one too. Can't give away such a headache to anyone, I'm not that evil.

Bought the Roborok QRevo. Absolutely love it at first because it worked! One month in, and it stopped recognising the map, stopped mopping, would not save the map, and the volume suddenly dropped so low, the voice could hardly be heard.
Contacted Roborok customer support email address for help, and explained the issue. Back and forth with emails to Roborok who tried to not accept there was a fault. Then out of the blue they realised the customer was from the UK and said ‘oh, we are the US support. You need to contact the EU support’. Really? Where does it state that.
Transferred to EU and had to start from scratch and explain the whole case again. Then they said ‘oh, you are in the UK, then you need to contact UK support’. UK email address never worked. Eventually, got the EU support to let me return the item to Amazon BUT, not in the normal way. I had to organise a courier that Amazon took no responsibility for even though it was booked through Amazon!
The vacuum was collected on the 3rd attempt, then had to wait about 2 weeks and no tracking for it to be acknowledged by Amazon that it was received by their warehouse. Then began the 17 WORKING DAYS before receiving a full refund.
Waited a few weeks before deciding to re-order a new replacement, but the price had gone up £200 over what I paid. The email from Roborok EU support said they would price match the original price. Contact Amazon customer care to be told they cannot honour that as it’s Roborok who made that offer, not Amazon. Go back to Roborok. Emailed Roborok EU/UK/US support - all bounced back undelivered!!

My 2.5 thousand dollar Roborock s8 Pro Ultra has stopped working a few months out of warranty. It is flooding inside and the dirty water tank will not fill. The used, dirty water floods inside the unit. I have followed all troubleshooting ten times, contacted support, followed same given troubleshooting another ten times. Spent countless hours searching Google and trying everything and anything helpful others have posted. No luck. Support want me to send it back for investigation because "there might be something wrong with my device". Um, you think so? I'm pulling my hair out. The cost to pack this big, heavy unit and ship it off will be ridiculous. Steer clear. From the countless similar reviews I am reading online this seems to be a common issue. Plus you can buy Roborock (same brand,
same Vacuum ) from AliExpress for half the price. Obviously they are just selling the vacuums in Australia for twice to three times the price. What a sucker was I! Extremely disappointing. No, actually I'm very angry. For the outrageous price we paid I expected longer than a year.

Fed up with all the Dog hair (two fur-babies grrrr!) and the constant vacuuming (ended up damaging my hand in the process), my mother suggested I consider a Robot vacuum.

I was wary. I didn't believe. But the pain in my hand pushed me into researching Robot Vacuums and the name ROBOROCK came up.

I bought the S8 Pro Ultra for USD 900 /- It seemed to match what i was looking for and I bought it after much deliberation. I didn't expect much when i opened the box. In fact, I found the Bot huge and wondered how it would maneuver tight spaces of my apartment - but to my surprise, it managed just fine! Today, I'm into my 2nd week and so far, I am thrilled with how clean my home is! I have it run daily on set schedules where it vacuums and mops each of the rooms efficiently. I even ran a black - sock test on the floors after it had finished (I am sure dog-owners will know what i mean right away! :)) wink! ), and it came up with almost no hair stuck to it! This was impactful and indeed a paradigm shift! I thereafter vowed, never again to touch another manual vacuum cleaner again and laid the cordless Dyson V15 to rest (in its box of course...far to expensive to have chucked it...lol!)

P.S>> I just conducted a maintenance on the Robot yesterday after 10 days of use...it was quite easy to do. It's running again today just fine. I am still in the 30-days refund period, so let's hope it continues to WOW! If not i will be back here again to give an update! Cheers!

I had a s7 Roborock for just over 12 months and it has completely stopped working out of the blue, Roborock have said it is out of warranty and they can’t help and that I would have to pay for it to be assessed, I find it frustrating that this vacuum that was almost $1000 has stopped working and they are happy to wipe their hands of it. Very very disappointing and I would not recommend this product or their customer support

I would give 0 stars for after sales.

Such a poor experience...

At first it was okay, but after a few months of usage, just cannot climb thresholds, does not detect steps. I have to supervise it constantly. Very ennoying !

Customer service is non existant, only poor solutions...

Here’s a corrected version of your review:

One month after purchasing the Roborock Q7 Max, we are constantly experiencing the LiDAR error, despite there being nothing blocking the laser head. Roborock’s customer service is an absolute nightmare. They do everything possible to make it difficult for customers to file a complaint, and when they are forced to address the issue, they simply disappear. They even deleted our one-star review on Roborock’s official website.