Customer Ratings & Reviews

Hi Edward, thank you for sharing your experience with us. We’re sorry to hear that your robot is not connecting to the app and continues to show as disconnected. We understand how frustrating this can be, and this is certainly not the experience we want for our customers. Your concerns have been noted, and we’d appreciate the opportunity to help get this resolved. Please contact our customer service team at 1‑888‑228‑5531, available Monday–Friday from 9 a.m. to 9 p.m. ET and Saturday from 9 a.m. to 6 p.m. ET. Our team will take the appropriate steps to assist you and work toward a resolution. Kind regards, Shark Home

Hi Heath,

We’re sorry to hear your Matrix Plus is dumping water and requiring frequent refills during cleaning. This isn’t our usual standard, and we appreciate how frustrating this must be. Please give us a call at 1‑888‑228‑5531 so we can help get this sorted out for you. Our hours of operation are Monday to Friday, 9:00 a.m. to 9:00 p.m. ET, and Saturday from 9:00 a.m. to 6:00 p.m. ET.

Kind regards,
Shark Clean

Hello there,

Thank you so much for taking the time to leave a review. We're truly disappointed to hear that your Shark Robot Vacuum arrived with missing parts and appeared to have been used. We completely understand how frustrating this must be, especially when you were expecting a unit in good condition. We're sorry that this experience ultimately led to a return. If you'd like to look at alternative units, you can contact us at 1-855-427-5127. We'd love to assist you in finding the perfect unit to suit your needs. We're available Monday through Friday from 9:00 a.m. to 9:00 p.m. ET, and Saturday from 9:00 a.m. to 6:00 p.m. ET. We do hope we're able to restore your confidence in our brand and remain the trusted one in your home.

Kind regards,
Shark Clean.

Hello Trevis,

Thank you so much for sharing your experience with us. We understand how disappointing this situation must’ve been, especially when you were looking forward to using your robot and it didn’t work as expected. This isn’t the experience we want for our customers, and we understand why it led to a return. For future reference, you’re always welcome to give us a call so we can take a closer look and support you directly for a return is done. You can reach out to us at 1‑888‑228‑5531, and one of our specialists will be more than happy to help. We're available Monday–Friday: 9 a.m.–9 p.m. ET and Saturday: 9 a.m.–6 p.m. ET.

Kind regards,
Shark Clean

Hi Karina, thank you for your review and for bringing this to our attention. We’re disappointed to hear about your experience, especially that parts were missing and the piece where the mop attaches arrived broken. This isn’t our usual standard, and we understand how frustrating and inconvenient this must be. We kindly ask that you contact Best Buy so they can assist you with a return or exchange. If you experience any issues during this process, please feel free to reach out to our customer service team. Please contact our customer service team at 1-855-427-5127, available Monday to Friday from 9 a.m. to 9 p.m. ET and Saturday from 9 a.m. to 6 p.m. ET. Your concerns have been noted, and we’ll take the appropriate steps to get this resolved. Kind regards, Shark Clean

Hello there, thank you for sharing your experience. We’re sorry to hear that the open‑box robot vacuum you received didn’t perform as expected, especially with issues in the mopping area. That’s definitely not the experience we want for our customers. Open‑box units are inspected before resale, so we understand how disappointing it must be to receive one that isn’t working properly. We’d really like the chance to look into this and help make it right. Please reach out to our customer support team at 1-888-228-5531 (Monday to Friday: 9 AM to 9 PM ET and Saturday: 9 AM to 6 PM ET), so we can review the issue and assist you with next steps. Kind Regards, Shark Robot

Hi Bryan,
Thank you for taking the time to share your review of your Shark Matrix RV2610WA. We understand how frustrating it can be when you’re trying to get assistance and you’re not hearing back, especially with your warranty timeframe coming up. Since the unit was purchased through Best Buy and the warranty you mentioned is offered by them, we recommend giving Best Buy a call directly so they can resolve this for you as quickly as possible.
Kind regards,
Shark Clean

Hi Geovanny,

Thank you for your feedback. We’re disappointed to hear you had to return your Matrix Plus Robot because it wasn’t working properly. We understand how frustrating this must have been, and we appreciate you taking the time to share this with us. We’ll make sure your input is relayed to our internal team as we continue working to improve the quality and reliability of future models, and we hope you choose us again in the future so we can restore your confidence in our brand.

Kind Regards,
Shark Home

Hi there, thank you for your thoughtful feedback. We're truly sorry to hear about the issues you’ve experienced with your unit. It’s understandably frustrating when something that initially worked well begins to malfunction, especially with the roller-stuck error you described. We genuinely care about your experience and want to help resolve this matter as quickly as possible. Please reach out to our dedicated customer service team at 1-888-228-5531. They’re available Monday to Friday from 9 a.m. to 9 p.m. ET and Saturday from 9 a.m. to 6 p.m. ET. They’ll work with you to find a solution that meets your needs. Thank you for bringing this to our attention, and we appreciate your patience as we work to improve your experience. Kind regards, Shark Clean

Hello AlexisR. Thank you for sharing your experience. We’re sorry to hear the vacuum didn’t meet your expectations for cleaning up dog hair. Pet hair can be challenging, and your feedback is welcomed. If you’d like, we can suggest tips for optimizing performance or recommend models specifically designed for heavy pet hair. Please reach out to our customer support team at 1-855-427-5127 (Monday to Friday: 9 AM to 9 PM ET and Saturday: 9 AM to 6 PM ET). Kind regards, Shark Robot.

Hello GeraldoJ. Thank you for letting us know about this experience. We’re very sorry to hear your vacuum arrived broken and with a missing part, and that you haven’t been able to reach the seller. This is not the experience we want for our customers. Please contact our customer care team directly, we’ll do everything we can to resolve this for you. Kindly contact us at 1-855-427-5127 (Monday to Friday: 9 AM to 9 PM ET and Saturday: 9 AM to 6 PM ET). Kind regards, Shark Robot.

Hi there,

Thank you for sharing your feedback. We understand how frustrating it can be to encounter missing parts and functionality issues right out of the box. Missing mopping pads, unresponsive buttons that prevent app pairing, and difficulty removing the dust bin are not expected. Our Customer Support team can help review these issues, troubleshoot, and determine the best next steps. We recommend contacting them at 1-855-427-5127 (Mon–Fri: 9 AM–9 PM ET | Sat: 9 AM–6 PM ET), directly so they can assist you further and work toward a resolution.

Kind regards,
Shark Clean

Hi there,

Thank you for your feedback. We’re disappointed to hear about your experience, especially since your Matrix Plus broke after just a week and Best Buy wouldn’t provide a refund. This isn’t our usual standard, and we’d really like the opportunity to make this right. For further assistance, please contact our Shark customer support team at 1‑855‑427‑5127, available Monday to Friday from 9 a.m. to 9 p.m. ET and Saturday from 9 a.m. to 6 p.m. ET, so we can take a closer look and explore the options available to you.

Kind Regards,
Shark Home

Hi Kyle, thank you so much for taking the time to share your experience with us. We're truly sorry to hear that you've encountered issues with your unit right out of the box. We can only imagine how frustrating it must be to see Error 7, especially after following all of the troubleshooting steps provided by our email support team. We strive to ensure that every customer has a positive experience, and it’s clear we fell short this time. We want to help you get this sorted out as quickly as possible. Please reach out to our customer service team at 1‑888‑228‑5531. They are available Monday to Friday from 9 a.m. to 9 p.m. ET and Saturday from 9 a.m. to 6 p.m. ET. They have the resources to help you find a solution. Your feedback is incredibly important to us, and we appreciate you bringing this to our attention. We’re committed to resolving this issue for you. Kind regards, Shark Clean

Hi Payten,
Thank you for taking the time to provide your feedback on the RV2610WA Shark Robot 2-in-1. We’re so sorry to hear that your robot arrived in this condition and understand how disappointing that must be. Something doesn’t seem quite right about how your robot is performing, and we’d like to make sure it’s working as it should. We will be more than happy to assist. Please call our support team at 1-800-668-9600 Mon – Fri 9am — 9pm ET | Sat. 9am — 6pm ET
Kind regards,
Shark Clean

Hello Andy,

Thank you for sharing your experience with us. We understand how frustrating it must've been to see your robot show an error code right out of the box and doesn’t work as expected. This definitely isn’t the experience we want for our customers. Because this is a refurbished robot, the warranty procedure and support process may differ slightly from our standard coverage. However, we’d still love to take a closer look and help get this resolved for you. Please feel free to give us a call at 1‑888‑228‑5531, where one of our robot product specialists can review the error code, walk you through troubleshooting steps, and go over the warranty options available for refurbished units. We're available Monday to Friday, 9 a.m.–9 p.m. ET, and Saturday, 9 a.m.–6 p.m. ET, and we’d be more than happy to assist.

Kind regards,
Shark Clean

Hi Ibrahim,

Thank you for your feedback. We understand how frustrating it feels when the parts seem mixed or missing, and we appreciate you sharing your experience with us. The parts that should be included in the box of your VACMOP should be 2 side brushes, 2 mopping pads, and 12 oz of starter VACMOP cleaning solution. If any of these items are missing, since this is a refurbished unit purchased through Best Buy, please contact Best Buy’s customer service so they can assist you with any missing items or packaging concerns.

Kind Regards,
Shark Clean