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Customer Ratings & Reviews

Neato Robotics - Botvac D7 Connected App-Controlled Robot Vacuum - Black/Gray-Front_Standard

Customer rating

Rating 4.2 out of 5 stars with 157 reviews

82%
would recommend to a friend

Expert rating

Rating 3.9 out of 5 stars with 7 reviews

Pros

Cons

Customer ratings & reviews

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Page 1, showing1-15 of 15 Reviews
  • Rating: 1 out of 5 stars

    Doesn't hold up well to long pet hair

    Posted
    RDURT

    Runs fine right up until the 90-day mark, then had major hardware issues. I have two golden retrievers. They're awesome dogs, but they constantly shed large amounts of long dog hair. Vacuuming their dog fur every day took about 30 minutes, and if the chore was ever skipped the house's floors would look quite dirty. Hair, dirt, and other objects from outside got everywhere. So I looked for a robot vacuum to get back some time every day. I tested the Roomba 980, Neato D5, and both had issues. The Roomba with its random cleaning pattern took much longer to clean, and while it eventually cleaned all areas, it was very loud and annoying to deal with for several hours a day. I work from home remotely and take calls frequently so having the vacuum making noise constantly in the background wasn't ideal. The Neato D5 offered a better solution in my opinion with it's cleaning pattern more organized it managed to clean the house in just 45 minutes. However, the D5 had two major issues with my house. There are several areas the D5 would get stuck, and placing the magnetic strips on the floor so it would avoid the areas just wasn't possible in some places. This meant I could never run the robot without being at home or it would get stuck and not complete the process. The battery also couldn't quite make it through a full cleaning sometimes so it would go back and recharge, but have trouble finding it's base charging station. Then I saw the commercials for the upcoming Neato Botvac D7. With the no-go lines, larger battery, and improved brush I figured my problems were solved. The price is very high ($800 when I purchased), but I decided the convenience was worth it. I installed the unit and got it running. Using the no-go lines requires using the Neato app instead of voice activation by Alexa which was slightly disappointing, but the app is well built and easy to use so I didn't mind that much. After about 5 runs the robot got the hang of getting around the house, and the no-go lines kept it from getting caught in the areas the D5 model always had issues with. The battery let it clean the whole house in one go, and I noticed the different brush that ships with the D7 did a much better job of grabbing small bits of dirt and dog hair than the one shipped with the D5. Since I paid $800 for the unit I wanted to make sure I took good care of it. I purchased the more expensive "Neato" brand filters and brushes to have replacements on hand and not risk issues with 3rd party filters/brushes damaging my unit. I cleaned out the dustbin and brush after EVERY cleaning (a must do especially if the unit is dealing with dog hair). However, earlier this week I heard the unit power down in the middle of a cleaning saying it was stuck and needed its brush cleaned. That was odd to me, but I followed the instructions cleaned out the brush and dustbin. I noticed that some pet hair was accumulating in the plastic bit that spun the brush. I pulled out as much of it as I could, but the large gap between the piece turning the brush, and the plastic for what I assume is the brush motor housing provided a large area for hair to sneak in and get trapped. I really feel that's a design flaw on Neato Robotic's part as it's just asking for something to get in there and burn up the motor. Sure enough, after cleaning everything out the unit still refused to power up and do it's job and constantly gave me the "clean brush" error' Getting a hold of Neato support over email took a very long time, and despite me sending them all the troubleshooting steps I performed, after 48 hours I got a response from a support agent asking me to go through several troubleshooting steps that I had already done. They didn't even bother to look at the model of robot I told them I had and requested that information again which told me after a 48-hour wait for a response, the support agent just sent a generic template. The only step I hadn't tried was removing the brush and trying to let it run on its own. I gave that a shot and the robot still quickly powered itself down. I decided to reach out to Neato's chat support and I explained the issue to them. For an $800 device that was less than 90 days old I was hoping they'd exchange the unit for a new one, but the reply I got was they'd try to do a repair instead so I'd lose my device for several weeks. Regardless of it I got a new unit or this one repaired, I'm likely going to end up in the same situation a few months down the road since the brush motor housing design allows for hair to easily get into the motor. Since this robot only has a 12-month warranty, you'll be out of luck after a few repair attempts or exchanges when your warranty runs out and the brush motor fails. This might be a good robot vacuum if long hair isn't a common issue in your house, but if that's the case you're likely better off saving several hundred dollars and going with the D5 unit or a comparable Roomba. I really liked Neato's cleaning pattern versus Roomba's random cleaning pattern, but after a long testing period, it seems Roomba has a better design for it's robot's than Neato Robotics has for its botvacs.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Hi, we're sorry to hear your new D7 is experiencing some issues, we would like to look into this in more detail to have a quick outcome to this issue.

      In relation to when you mentioned you contacted us, there is normally a 24 hour wait time on email support. Our chat & phone lines would be the best for a quick resolution.

      Also in relation to the repair this is actually an engineering evaluation of the robot, we do this because the robot is new, also to eliminate any user error that may have caused this issue.

      This process has an expedited lean time once we received the broken robot we have a turn around time of 48 hours before we send a replacement or the repaired unit is returned.

      Please email rosie@neatorobotics.com and have 522237 in the subject line, we hope to speak to you soon in relation to this,

      Your Neato Team

  • Rating: 1 out of 5 stars

    Not worth the money.

    Posted
    Wynebrandi
    • My Best Buy® Elite MemberElite Member

    We just bought a house and i wanted a vacuum to help keep the floors cleaned. My friend has the D5 and I liked how it was D shaped to fit into corners easy. I decided to buy the D7 because it was newer. Worst mistake. I didn't use for a week because we were still unpacking and I wanted the floors to be open so it could properly map my house. When I did use it, it got stuck on the part of the floor where it switches room. It got over other parts of the floor just fine and had made it over this area already before going back over it and then it would go back down and get stuck. I've ran the robot 10+ times to get a floor plan and it has yet to create an accurate floor plan. Within the first two uses, it would get stuck, I would move it and push the start button on it. This made it go straight back to dock and tell me it had finished cleaning. I called support and sent them pictures of the area where it was getting stuck and the more I've been using it, the more I'm mad at buying it. Put it on last night, it got stuck in a totally different area that it's been over numerous times, pushed started, it finished the whole house. Woke up this morning to a new map, not a floor plan which I had set it to do, and realized it wasn't at the dock. The robot was in a totally different room just sitting there, still on. The robot has had a low battery and freaks out and tells you that you need to pick it up and move it back to it's base. This defeats the whole purpose of having a robot for when you're not home. I set up the no go lines to prevent it from going under certain areas and fixed where it's been stuck at. Yet, Everytime I run it, it continues to get stuck somewhere new. I put the no go lines underneath a couch where it has got stuck before. It ran fine near the couch and never got stuck. After finding it this morning, it never saved floor plan. I set it to go again. This time, it got stuck underneath the couch on the side where it hasn't ever been stuck before the entire time I've ran it. This robot is not worth all the money and all the issues that are associated with it. Save yourself the money and headache and choose another robot. The picture is the area it would keep getting stuck on even though you can see where the robot had made into the dining room and did a corner cleaning before coming back down it, and trying to go back up. It freaked out and said it was stuck.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Awful connectivity. Stuck in under two minutes.

    Posted
    RoodAwakening
    • Verified PurchaserVerified Purchase
    • My Best Buy® MemberMember

    Ugh! I researched up and down before pulling the trigger on the Neato Botvac D7 using a variety of online sources. I spent hours reading reviews, watching videos, and consulting Consumer Reports on all of the models that appealed to me. Alas, it was all for naught because there are serious connectivity issues with the Neato. Before you cast my opinion aside as user error, consider this: I do cybersecurity for a living. I built my own firewall, I wired every room in my 2800-sq.ft home with Cat7 cable, and I have five access points throughout the home; even my front porch has a dedicated access point. Please tell me how I can successfully connect numerous IoT devices, eight surveillance cameras, three PoE+ switches, five access points, and control almost every piece of electronic gear (e.g., A/V receiver, OLED TV, Oppo Blu-Ray 4K, Apple TV 4K, etc.) via my phone but I can’t get this $700 vacuum to connect for more than three minutes? I then tried to use the vacuum—without the app, obviously—to gauge its performance (i.e., cleaning, noise, navigation, etc.) for what I bought it for: to vacuum. While it was relatively gentle against my white baseboards and doors, my initial favorable impression of the vacuum itself turned sour when, unbelievably, it became wedged within the wooden legs of a cheap IKEA lounge chair. Not only did it get stuck, the Neato’s wheels continued to spin, marring the painted wood as it made the most horrendous din while doing so. With that, it was time to say goodbye to this poorly-designed piece of “engineering.” I should have listened to my gut when I saw how lousy the cord management slots were designed on the base station. The lack of detail and the outrageous manhandling required to complete something so fundamental as cord management should have given me reason to pack it up and return it before I even took the Botvac out of the box. Overall, it was an awful experience and one no consumer should have to face with a vacuum at this price point.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Buggy out of the box, terrible customer support.

    Posted
    Jere
    • My Best Buy® MemberMember

    I ran into two issues after the first cleaning with my Neato D7. It had trouble mapping a room with mirrors and had a problem with the battery draining while docked. I contacted Neato's product support by live chat twice. The first time the Neato rep was pleasant but ultimately offered no real support of any substance while also not answering my questions. As my issues persisted, I did a second live chat to only have the Neato rep cut-off the live chat session abruptly and sending me an email that they would close my open ticket despite the fact they hadn't fixed all the issues. The Neato D7 did do a good job cleaning the first time I ran it but I couldn't help but question the longterm reliability of the D7 and my negative experiences with their customer support did not make me want to stick with them.

    No, I would not recommend this to a friend

  • Rating: 1 out of 5 stars

    Doesn’t work!

    Posted
    Britters
    • My Best Buy® MemberMember

    I received the Neato D7 yesterday I was so excited I expected this thing to work being I spent over $800 for it. I set it up and immediately it’s troubleshooting and the app directs me to its website. Website page apparently has been “vacuumed up” so I call costumer service. An hour later we’ve tried everything and they want me to fill out a form and then send it back in and see what the engineers say... I’m so frustrated to have spent this amount of money only to be further inconvenienced by the Neato company. I previously owned an older model Neato years ago and it was horrible, I should never have tried again with this company. They told me this was such a new model it’s normal for the machine to have kinks. If that’s the case then why didn’t they test it themselves before sending it to me!? Thanks a lot Neato for this inconvenience I will never buy your product again.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Thank you for your honest feedback of our product, Britters. As with any new product, its difficult to test a product en masse, so some small issues do arise. We'd like to take this opportunity to apologize for the inconvenience. We'd like to take a second look at your case, to see if there's anything we can do to improve your customer experience. We kindly invite you to email otto@neatorobotics.com and include the ticket number 489635 in the subject line and we'll contact you - We've already opened a support ticket to speed up the process.

      Your Neato Team.

  • Rating: 1 out of 5 stars

    Absolutely horrible

    Posted
    NOTSONEATO
    • My Best Buy® MemberMember

    I am on my second one in 2.5 months. first one work perfectly until it suddenly stopped connecting to the WIFI. customer service was a joke saying it could be my router, but everything else in my house was connected fine. Luckily, because of the holidays, Best Buy extended the return period and I returned it. I decided to give it a second try because it did clean well. Second one arrived today and right out of the box it would not stay connected to WIFI. My phones, laptop, Ring doorbell, IPAD, desktop, and irrigation controller are all connected without a problem, but the D7 loses connect within 5 minutes after connecting and will only connect if you delete the robot and add a new one. I expect a lot more for the price! This one is going back tomorrow and I will pocket the cash!

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      We're sorry you've had these issues with your robot. The issue wouldn't be solely the router, but we'd always suggest following our Customer Care team suggestions as they will resolve the issue in many cases.

      If it's not too late already, we'd like to have a WiFi specialist contact you. Please email rosie@neatorobotics.com and we'd be more than happy to contact you.

      Your Neato Team

  • Rating: 1 out of 5 stars

    Broke after 2 months and a handful of uses

    Posted
    Chuck
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite MemberElite Member

    This review is a WARNING to any potential buyers. I received my Botvac D7 at the end of March 2018 and it broke by June 2018. After only using it at most once a week the swivel sensor on top quit working. I contacted Neato support, sent in my info and got the location to send it too. After 2 months I have gotten neither a new replacement for the defective one or my repaired defective one back. Customer support has not responded to several attempts to receive some kind of update regarding my issue. I would highly recommend you not purchase this or you may be stuck with either a $900 paperweight within a few months or send it off and never hear from it again.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Thank you for taking the time to review your D7 Connected, Chuck. It certainly wouldn't sound like our Customer Care team to ignore email or to withhold a robot without reason for over 2 months. We'd like to take the time to review your case in depth to ensure you're receiving the best customer experience possible.

      We kindly urge you to please email rosie@neatorobotics.com and include the ticket number 549075 in the subject line so we can look into this for you.

      Your Neato Team.

  • Rating: 1 out of 5 stars

    Will not connect - 4 days without tech response

    Posted
    EMLove
    • My Best Buy® Elite MemberElite Member

    This looks like a great product and the first time it cleaned it did a great job. Couldn't take my eyes off of it. After the first cleaning the robot quit connecting to wifi. If I reset everything and start from scratch it will connect for one cleaning - after that, nothing. I have 143Mbps download and upload at the robot so signal strength is no issue. I contacted tech support the first time and got someone with such an bad connection and poor English that it was useless. Since then I have emailed Neato twice with no response. I would be happy to raise my rating if Neato would ever respond and help me correct whatever the issue is but right now cannot recommend it.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      We're very sorry to hear about this experience you've had and we completely understand why you'd be frustrated. We'd love to take this opportunity to resolve this issue for you ASAP so you can really start to see the true potential of our D7 Connected.

      We kindly invite you to email rosie@neatorobotics.com and we'll be more than happy to assist you further.

      Your Neato Team

  • Rating: 1 out of 5 stars

    Beware the brush bar failures

    Posted
    iRobotforever
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite Plus MemberElite Plus Member

    Good vacuum while it worked. Worked great for 5 months. But then I started to get errors. Often times it would get temporarily stuck up on something and then wouldn’t complete the floor plan cause it would forget where it was in my small home. But the real problem is the flawed brush bar. The one end is semi sealed, it will get dust and debris in it. This will make it hard to rotate, so difficult that the machine will error out. It does not come apart easily and isn’t meant to be fixed. I bought a second bar and had the same issue within a month. In my opinion it’s a good vacuum with great suction but the flawed brush bar needs a redesign.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Thank you for your feedback. Our brushes are interchangeable so a simple brush replacement with an older brush design may work for you. The new brush design has been extensively tested vs the main competitors and did perform best in class.

      Please contact us at rosie@neatorobotics.com and we'll be in touch to see what we can do for you.

      Your Neato Team

  • Rating: 1 out of 5 stars

    Extremely poor navigations and gets stuck a lot!

    Posted
    BoeingGeo
    • My Best Buy® Elite MemberElite Member

    Had Neato D7 and had to return it. D7 navigation is horrible. D7 kept getting stuck. Once D7 is manually moved, it will not go back to the base station, Set on the base station, set in front a foot, a couple feet, 5 feet. D7 hates to be interrupted and since it gets stuck a lot, it gets interrupted a lot and that drives the glitchy software crazy. It also stops and spins in circles quite a bit for no apparent reason. Neato D7 ended up being way too much work and requires babysitting. Compared to the new Roomba i7, it just works auto-magically for its whole floor clean run,

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Thank you for your review. Our robots work best with no human interaction at all. Each interference with the robot will confuse it, as it won't know how far you've moved it. If your robot was getting stuck, we'd suggest using the Virtual 'No-Go' lines to keep the robot away from problematic areas.

      Your Neato Team.

  • Rating: 1 out of 5 stars

    Not reliable at all

    Posted
    lrosstal
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite MemberElite Member

    I have owned many Neato Vacuums in the last year, mostly D5 Connected. This is just a more expensive version of the D5 with an option to save a map and set no go lines. It didn't work. This vacuum failed to get home the second time it ran. The D7 ignored magnetic barriers and even no go lines within a week. This model was far less reliable than the way cheaper D5. I really like how Neato vacuums clean and the app is very good. But reliability makes this model not worth it.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      This certainly wouldn't be typical of our flagship D7 Connected model. We'd like to have our Customer Care team contact you to work out the issues you're experiencing with your robot. Please email rosie@neatorobotics.com and we'll contact you as soon as possible.

      Your Neato Team

  • Rating: 1 out of 5 stars

    Worst robot vac I ever used

    Posted
    cbougher
    • My Best Buy® MemberMember

    Do not buy this vac, you will hate life. I went through all the recommended setup for this vac. It still gets trapped on chair legs. I've updated the software twice and each time I had to completely re-set it up in the app. It loses visibility of the map even though it's there. It never alerts me to a full dust bin. Now it just moves about a foot from the base, turns on the vac and just sits there. This is a very expensive brick.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      We're very sorry to hear about this issue you're experiencing with your D7 Connected. We'd love to have our Customer Care team contact you to ensure they get this issue resolved for you as soon as possible.

      We kindly invite you to email rosie@neatorobotics.com and include the ticket number 571819 in the subject line and we'll contact you.

      Your Neato Team.

  • Rating: 1 out of 5 stars

    Floor Plan & Virtual Walls disappear

    Posted
    disappointed

    There is no way to save the floor plan & virtual walls when cleaning different levels in my house. You have to constantly re-map the floors so you can't use the virtual walls until after the 2nd complete pass of the entire floor. But if you move to another floor again, its all gone again. VERY FRUSTRATING!!! I would not recommend this product until Neato fixes this issue.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Hi thank you for your feedback. We understand your frustration and we are hoping to add more options and variations in the future. We will certainly pass on your feedback to our development team and please keep an eye on your app for future updates.

  • Rating: 1 out of 5 stars

    DOA 1 week

    Posted
    Smokinc0
    • Verified PurchaserVerified Purchase
    • My Best Buy® MemberMember

    It ran for 1 day , then nothing . I was really excited about it till now . D7 made alot of passes thru the living room and dining, kitchen. It will not do anything Now . ? Not enough info in owners manual .

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      We're sorry you're having this issue with your D7 Connected. Our Customer Care team will be able to resolve this issue for you ASAP. Please email rosie@neatorobotics.com and we'll have them contact you.

      Your Neato Team

  • Rating: 1 out of 5 stars

    Neato d7

    Posted
    Consumer
    • Verified PurchaserVerified Purchase
    • My Best Buy® Elite MemberElite Member

    Too loud and won’t pick up lab pup fur. As well as pricey item.

    No, I would not recommend this to a friend

    • Brand response

      Neato Product Expert

      Hi, sorry to hear you are having this issue with the Botvac D7, this is not the kind of experience we expect from our flagship model, we would like to help address these issues, please email rosie@neatorobotics.com and have 539641 in the subject line, we look forward to solving this for you. Your Neato Team