Ecovacs (ecovacs.com) has a 1.3 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Electronics & Technology and its reputation is poor. 87% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
What people say
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Shelly · 4 reviews · Experienced 2026-08-09 ·
★★★★★
Absolute steller customer service.........Here's the story...Got a ecovac robo…
Here's the story...Got a ecovac robo vacuum cleaner about 2 years ago as a gift. Never had the time to set it up. When my friend took out his phone, and said he was going to vacuum his apartment (in another country... no less,) I decided to set mine up. It would not hold the charge more than a second or 2. It seemed as if the battery had gone bad. Ecovac referred me to their repair service who said that it was too old and they didn't have the part. Ecovac, knowing I didn't have a receipt, (gifted) told me to pitch it, and they are sending me a new refurbed model. I am very impressed with this company and their amazing customer service. There is no company I can think of who has a stronger commitment to their customers, than this company!! I strongly recommend them for this alone, but the product is great as well if it's not left to rot in the box.
Absolute STAY AWAY from this company and their products. Our Deebot went in for service. It took almost 2 months. Came back with THE SAME PROBLEM. Now they refuse to replace. Made two pathetic offers and actually downgraded their final offer. Do not waste your money.
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Marion Williamson · 3 reviews · Experienced 2026-08-05 ·
★★★★★
X11 stopped mopping properly with only…
X11 stopped mopping properly with only clean water in the dirty water container. I contacted ecovacs, got the absolute runaround, finally got it sent back for repairs. It arrived back today and the exact same problem still exists, dirty floors and only clean water in the dirty water container. Contacted customer support and they were completely useless.
DO NOT BUY FROM THEM!!!
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Steve Storey · 2 reviews · Experienced 2026-08-01 ·
★★★★★
I'd love to purchase something if the website worked.
I'd love to purchase something if it let me create an account. I've met all the passwrod criteria and stuck in a loop and will never be a customer by their own choice. Can you trust a "tech" company with a website like this. I'll be purchasing another brand thanks to their incompetence.
terrible product scratches the floor, but hey they have AI!
we had a deebot X11-12 for 6 months and had to send it back 4 times already. the front universal wheel does not rotate and smears debris on the floor. the wheel has been replaced twice, then they shipped a whole new unit. the issue happeared again but now the repair shop cannot replicate it anymore and just sends back a malfunctioning unit. customer service does their best to avoid a refund
Support doesnt exist, if anything goes wrong you are on your own
I am extremely disappointed with my experience purchasing directly from ECOVACS.
My order was never delivered to my address. UPS confirmed that the package was mistakenly delivered to ECOVACS' own logistics address in Düsseldorf instead of my delivery address. UPS acknowledged the delivery error and opened an investigation.
Unfortunately, the biggest disappointment has been ECOVACS' customer service. Over several days, I repeatedly contacted support, submitted every document they requested (including the same signed declaration more than once), and provided the UPS Proof of Delivery showing that the package was not delivered to me.
Despite having clear evidence, ECOVACS never took ownership of the issue. Instead of actively resolving the problem, I kept receiving repetitive requests for documents I had already submitted. No meaningful update, replacement, or refund was provided while I continued chasing both UPS and ECOVACS myself.
A customer should not have to spend hours investigating a delivery mistake that was clearly outside their control. I expected proactive support from the seller, but unfortunately that never happened.
Based on this experience, I cannot recommend purchasing directly from ECOVACS. I hope they improve both their delivery process and, more importantly, the quality of their customer support.
Ecovac N30 experience
18th July: We purchased the Ecovac 30 from the HSR outlet in Bangalore. Invoice number: HSR/26-27/1319 dated 18 July 2026
21st July: Demo Engineer visited who confirmed that the battery was not charging. He phoned the HSR outlet team. He told them that the piece is defective and needs to be replaced but no action taken. Complaint lodged on toll free number.
22nd July: Complaint once again lodged on the tollfree number still no action
23rd July: one call came from Ecovac support shared the video. We called the HSR outlet again and they were unable to provide any input on the replacement process
25th July: We call the toll free once again they promise a call within 10 minutes but again no action. We called the customer care again and then received a call from the engineer who confirmed that replacement will be done. He mentioned that the process requires the defective unit to be picked up and only after it is received at Mumbai office, will the new unit be dispatched. He also mentioned that the pickup will happen either on Monday or Tuesday 27th or 28th July. It will take 3 to 4 days for the defective piece to reach Mumbai. It is 28th July but there is no sign yet for the pickup of the unit.
We are thoroughly disappointed with Ecovac as there is no resolution to our situation.
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Dem Pirozzolo · 1 review · Experienced 2026-07-23 ·
★★★★★
Returned a Deebot 3 times all faulty
Returned a Deebot 3 times all faulty. They have had it for a month and have not sent me out a replacement or my refund. Every time I ring they say they are awaiting information. They refuse to say how long is a reasonable time to have to wait. They refuse to put me through to a manager, and the only way to complain is send customer service and email. This is the worst company by far I have ever dealt with.
Absolutely horrific service. They took more than a month to repair my Deebot and then didn't even send the mopping pads that were on the machine when I sent it in back to me. Now they are refusing to rectify that.
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Lucio · 12 reviews · Experienced 2025-07-18 ·
★★★★★
DEEBOT Low memory at high price
The robot DEEBOT OMNI X2 does not remember maps and constantly bumps into the walls at room entrances; it loses its orientation and operates in the wrong areas. The voice assistant rarely understands commands, making it unusable. There are issues with rugs; it fails to recognize that it should avoid them. High price.
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Jan Slusarczyk · 4 reviews · Experienced 2026-06-29 ·
★★★★★
Package lost in transit, and no help from the seller
I ordered a pool robot on June 23rd. UPS lost the package — the last tracking scan was from a distant warehouse three weeks ago, and it's now 15 days past the scheduled delivery date. I understand the loss is not the store's fault. The problem is that only the sender can open a claim with UPS, so I'm entirely dependent on their help — and there's been none. The phone line only handles technical support; they say they'll forward my request to the appropriate internal team, but nothing ever comes of it. No updates, no timeline, no acknowledgement. So be aware: if anything goes wrong with your delivery, you're on your own for weeks. If you want their products, consider buying through Amazon or another vendor with a working returns process.
UPDATE: My case was resolved successfully. It took 4 additional weeks after the initial scheduled time of delivery though.
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James guest · 2 reviews · Experienced 2026-07-14 ·
★★★★★
Sent a hoover back under warranty
Sent a hoover back under warranty, prepaid label given, sent via dhl, while in between transit there instructed repairer has gone into administration, dhl customer service is terrible but Ecovacs is even worse! After me spending many days chasing dhl and having no luck. I thought it’s time ecovacs took ownership of the issue as it’s there warranty there repair shop and they’ve done nothing other than tried to pass the buck and they’ve even stopped responding!
We have contacted them to tell them the robot doesn’t work, they got back to us with troubleshooting. We contacted them to say that didn’t work. They never got back to me. We contacted them to say nobody got back to us. Two weeks later, we got an email to ask us if they can close the case and if we needed anything else. We replied to say, nobody has contacted us to fix this. Weeks later. Still no reply.
Sent the Omni X1 away for repair. Machine was send back to us with scratch marks and damage on the front of the machine, I have been in an email battle for the past 3 weeks as they originally offered to repair the damage and now seem to be back tracking and saying something about warranty although the machine was repaired out of warranty
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Felipe Martin Munhoz · 3 reviews · Experienced 2026-07-06 ·
★★★★★
The worst company I came across.
Purchased a deboot T10+ by the end of 2023, in the United Kingdom. It worked fine until September 2025. The warranty was due to expire in December 2025.
We sent the deboot for repair by the beginning of December. It came back in January 2026 with the same issue. We asked to be repaired once more. Ecovacs then said that it was 'out of warranty'. Clearly, they had not fixed the issue, so we persisted.
They changed their mind and agreed to have the device repaired once more.
By the end of January 2026, the device came from repair with scratches and bumps, and was dirty, and above all, with the same issues as before.
We complained about it and sent it back ONCE MORE.
Ecovacs deemed it 'unrepairable' and sent another device, this time a T80. It was a second-hand European model that arrived without a manual or instructions and without the UK energy cable.
But above all, they sent us a FAULTY device.
It was even worse than the previous device. It took us more than a week of everyday conversations with the customer service to convince them that the device was faulty.
They finally agreed to have the device checked by their repair centre. We are already in April 2026.
A while after sending back the device, they assumed it was faulty and had no spare parts for it (obviously, it is not a UK device, but European).
We asked for a refund, but they have rejected it. But worse, they now said they will provide us with a further device, but they do not know when!
They gave us a poor excuse that they were waiting for some stock to arrive, but offered no further details.
We then opened a Subject Access Request for all our data, while we are claiming a refund.
They are now claiming the delay is due to our request for a SAR. We are in July 2026, and no deadline has been provided for when the SAR or the device replacement/refund will be completed.
We lost our patience, and we will take them to the county court for a compensation claim by the end of this month.
I doubt any Ecovacs staff are reading this, but in case they are, and they want to know which case this is, follow Support ticket 03201281.
By the way, Mr Lee, who is responsible for warranty and repair stuff, if you ever speak with this guy, you will know you are in trouble, and the company will drive you mad. What appalling customer service!!
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Filipe carvalho · 33 reviews · Experienced 2026-07-01 ·
★★★★★
Disappointing
Despite some concerning reviews, I decided to take a chance on the GOAT O500 Panorama LiDAR Robotic Lawn Mower. I only have a small, flat lawn area (approximately 6m x 6m) with good lighting, no overhanging trees, no slopes, and surrounded by steel lawn edging and a raised borders. In my view, this should have been an ideal environment for a robotic mower.
The delivery itself was excellent. It arrived the next day, and everything was very well packaged and presented.
Unfortunately, the problems started during setup. The automatic mapping function was completely unreliable and sent the mower well beyond the lawn area. I then spent time manually mapping the lawn and thought I had finally solved the issue. However, once the mower started operating, it repeatedly drove outside the mapped boundaries and into surrounding borders, damaging several plants in the process.
The only way I could see to prevent this would have been to set the boundaries at least 50cm inside the lawn edges. But if I still have to use a conventional mower or trimmer around the perimeter, it defeats the purpose of buying a robotic mower in the first place.
There were also ongoing navigation issues. The mower never successfully returned to its charging base on its own, and I regularly had to carry it back manually. On one occasion it repeatedly attempted to drive into the side of the charging station rather than approaching it through the designated entrance.
To make matters worse, customer service was disappointing. Email responses often took several days, and I frequently had to repeat information that I had already provided in previous messages. After the mower was eventually collected and returned, I was told my refund would be processed within five working days. In reality, it took four weeks to receive my money back.
Overall, while the delivery and packaging were impressive, the product itself was unreliable in what should have been a very straightforward setup, and the customer service experience only added to the frustration. I cannot recommend this mower based on my experience.
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carol browning · 3 reviews · Experienced 2026-06-30 ·
★★★★★
Terrible customer service
Terrible customer service. Purchased debot x11 10 months ago and it worked to begin with, then developed a fault where it became disorientated and could fund its way to clean. Sent it back for repair ans it was returned back to us with the same problem. So we sent it back yet again as they tell you that they won't refund or replace until the machine has been into repair twice. Been told they don't have the spare parts to repair, so they will replace, but can't get any more information.ation out of them, and they're refusing to issue a refund. So after 10 months of hassle ans stress, we have no vacuum, and no replacement to date, or a promise of a refund. A dodgy company, steer well clear.
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NA · 21 reviews · Experienced 2026-06-28 ·
★★★★★
After 5 years my battery in their…
After 5 years my battery in their premium robot vacuum has died. I tried to order from them a new battery: it is not possible, you have to go to the service center. Which means, loose your time, pay more for the battery replacement work etc. Not happy at all
It gets lost returning to dock. Take 20 minutes to clean around chair.
Update
Firmware updated corrected the issues I was having. Works great now. Thank you.
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Customer · 2 reviews · Experienced 2026-06-25 ·
★★★★★
Broken product, shocking customer service
Purchased a Winbot which arrived faulty. It took over three weeks to get the issue resolved, and the customer service throughout that process was genuinely shocking. At one point they actually advised me to clean the window before using it, which I found remarkable given that a window cleaning robot is literally the product I had bought to do that job.
By the time it was finally sorted, I had already made up my mind that I couldn't continue doing business with a company that treats customers this way.
I also own one of their robot vacuum cleaners, which works fine, but when that eventually needs replacing it won't be an Ecovacs product. There are too many alternatives out there to put up with this level of after-sales support.
