Terrible terrible service
Terrible terrible service, I wished I have read the reviews before buying it! Endless issues and after a 6 week repair we got no where! Will take it further now
About Ecovacs
Data updated- Website
- ecovacs.com
- Category
- Electronics & Technology
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 100 reviews
- Replies to negative
- 0% (0/90)
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Is Ecovacs legit?
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
Pathetic customer service
I have robomop since 2022. We keep on facing software issues every now and then and we have to reset the whole robomop again. That was still bearable. Lately we faced a technical issue and oh my god Customer service is so terrible. I wont suggest anyone to waste 50k on such robots which is not servicable at all
ECOVACS ( Frootle India Pvt Ltd ) Pathetic Customer Service
I purchased the product on 23rd September 2025. In February 2026, I started facing an issue where the robot was not mopping the floor. I registered a service complaint on 28th February 2026. Despite the company’s commitment of a 24–48 hour response time, the technician visit was scheduled only after 4 working days. Service Timeline The technician visited and confirmed that the product was well maintained and that the issue was due to a manufacturing defect (defective pump). I was informed that the replacement part would be ordered from the Mumbai warehouse and the issue would be resolved within 7–10 working days. The replacement part arrived after 7 working days, and the technician visited my location after 12 working days. During the visit, the technician confirmed that the newly shipped part was also defective, even though it was packed and sealed. I was then informed that the robot would need to be sent to Mumbai for repair. The robot was picked up 6 days after this technician visit. Current Status As of today, the robot has reportedly been repaired but is still at the Mumbai warehouse. Additionally, when I was sent a video of the repaired robot, I noticed that the body of the robot was heavily dirty, making it appear as though it might not be my original unit. Concerns It is unacceptable that a sealed and packed replacement part was also found to be defective. The robot has been with the service vendor for approximately 34 days, and the issue is still not fully resolved. This level of delay and inefficiency is highly disappointing and not something I expected. The customer support executives were unresponsive, often did not pick up calls, and behaved rudely during interactions. I have call recordings available as proof, and I specifically spoke with representatives named Akashay, Aman, and Dhruv. Conclusion This experience has caused significant inconvenience and has fallen far short of expected service standards. At the end of the day the my robot is still not repaired and waiting to get my robot repaired.
I have a DEEBOT X1 Omni
I have a DEEBOT X1 Omni. Customer Service was deplorable when I needed a new battery. In short, they refused to sell me a battery unless I packaged up the robot, sent it back for them to install the battery. This was a large unnecessary expense. I bought the battery elsewhere. I have upgraded several times and have spent thousands of dollars. I will not use this company again nor recommend them . Do better !
Ecovacs Goat A2500 RTK detction verification - no help!
I have an Ecovacs Goat A2500 RTK. It worked fine all last year and I loved it. It started out fine this season as well. Mowed twice with no problem. Then there was an apparent firmware update that introduced a 'connection verification' process. For no rhyme or apparent reason my device consistently fails this 'verification.' Even though I have 20-25 satellites and 'good' wi-fi signal. So I contacted Ecovacs support and because I did not purchase direct from them or an authorized retailer they will not provide support. Not even to answer a few basic questions. They broke it with thier firmware update, they need to fix it regardless of warranty status. I cannot give a lower rating as they deserve for their support polices.
Bought an x11 which was returned as it…
Bought an x11 which was returned as it doesn't get corners well. Took 5 weeks to refund. Bought another x11 at the same time and cancelled online 5 mins later before it shipped, that's taken me many emails and 6 weeks to finally get a refund. The returns process is poor and so it customer service and refunds. Bought an x8 instead and it's much better than the x11 as it's got the extendable brush. Probably won't buy from them again despite my n8s working fine for 4 years
This company has the worst customer…
This company has the worst customer service I have ever experienced. To return an item you have to call a department that do not handle returns. They will not put you through meaning you cannot resolve return queries effectively. The call handlers are rude, unhelpful. I have an email telling me they're busy therefore to speak with a courier myself! This company should not be allowed to trade in the UK as it cannot handle returns or queries.
Faulty - Avoid!
First machine (Deebot T9+) broke three times in the first 18 months, sent it back for repair three times. After that, a replacement machine (DEEBOT N20 PLUS) was provided under warranty. This also broke within the first 12 months. They're declining to repair or replace as the warranty for the first machine has now expired. Months of being without a usable machine and countless emails to the repair and support centre with extensive delays each time. Avoid! Buy elsewhere.
Do not consider to buy Ecovacs Deebot X Series
I have bought a Ecovacs Deebot X Series and after one year of use I got real sick of it's complete inability to finish any locations on its own without losing its location and getting stuck somewhere while just insisting to be willing to pass through a furniture that was already there at the mapping time. It can take him up to 5 minutes until trying something else. If taken away during that time it will be worse as it will go for a almost systematic complete mapping as to find out where it is. Deebot very often go back to it's station and log mention that cleaning is complete while less than 50% of the designated room surface has been covered. This product do not deserve any star at all, it is rubbish! This product is in no way market fit and yet sold for years while seemingly the supposed best version remain a complete useless tool that requires as much help as a young toddler for any of its task. If your room is not a perfect rectangle without anything in it.... Be sure that Deebot will find the most stupid ways to get lost and insist to try out every non working options before trying the good one to go back to it's station while still finding any reason to get stuck elsewhere and or go back to previous location where there is no passage. Watching it can really make you sick and again manual displacing won't help at all. Sadly no video are allowed on trustpilot. It is disturbing to witness.
Our winbot had issues to spray after…
Our winbot had issues to spray after third time used. Get in touch with Customer Support is nearly impossible. Even the Helpbot stops conversation with even the possibility to ask something (between Hello and Bye message time is about 3-4 sec). This company is not even worth the time you already spend to read about.
Expect a long-ass process
I have contacted customer support multiple times and they, eventually, have come through. But is the pain worth it? First you have to jump thru many, many hoops to really get them to do anything. Each time I am led to feel like I'm in the business of ripping them off. Even for issues they know are issues but just hesitate to believe you and do anything about it. I believe the vac/mop does a pretty good job when it works, but getting it to work on a routine basis is poor. To summarize, when something goes wrong it's, obviously, the customer's fault. And be prepared to provide your birth certificate, passport, receipt and penis size because they'll probably ask for it.
Very poor product, and worse service!
Very poor product, didn't even last a year when it started giving the same persistent problem. Even though the item is still under warranty, customer service tries to stall a return by a repetitive line of questioning "check this, check that". Even after checking everything they advised, and getting the same result, they will ask the same questions over and over. Just before its warranty expiry, its vacuum cycle started getting shorter. Some times it only vacuums for 5 minutes then returns to charge! They do absolutely nothing to assist, just a bunch of questions with the same answers. Clearly the product is faulty, but they refuse to believe it! It's been a month since I logged the fault (ref 17364), 16 emails back and forth, still no resolution!
DO NOT BUY A ECOVACS ANYTHING
DO NOT BUY A ECOVACS ANYTHING. I have a T20 with multiple issues, I have had my machine replaced previously and having the exact same issues. My machine has been at harvey norman for over 4 weeks. Customer service team is terrible. Information, emails and all communication is broken. Such a disappointment. Unfortunately I need to take my complaint further to accc and consumer affairs.
Avoid
Avoid – Expensive Product, Ongoing Faults, No Resolution After Multiple Repairs I regret purchasing the Ecovacs Deebot X5 Pro Omni. What was meant to be a premium, high-end product has turned into an ongoing and extremely frustrating experience. Just over a year after purchase, the unit developed a fault where the mopping arm continuously pumped and dropped the mopping pads. I sent it in for repair on 15 February and was without the unit for approximately 4.5 weeks—only to have it returned with the exact same issue still unresolved. After escalating the matter, it was sent in for a second repair. While that specific issue appears to be fixed, the robot has now come back with new faults that never existed before: • It shuts down within 20–30 minutes of cleaning • No warnings, no notifications, no error messages • It stops when lightly obstructed and does not recover • When restarted, it states it is “on standby” with no task • Cleaning logs fail to record activity Since receiving it back, it has only successfully completed one clean. In total, I have now spent over 8 weeks without a properly functioning unit, dealing with repeated repairs, troubleshooting requests, and ongoing inconvenience. I work long hours and purchased this specifically to reduce workload—not to spend time chasing repairs and dealing with a faulty product. The most concerning part is that after two repair attempts, the unit is still not functioning correctly—and in some ways is worse than before. This raises serious concerns about both product reliability and the effectiveness of the repair process. For the price paid, this level of quality and after-sales support is completely unacceptable. At this point, I have lost confidence in both the product and the brand. I would strongly advise others to think carefully before purchasing.
Wish I hadn’t purchased…
The vac has not worked properly since purchased and I emailed customer services several times, only to receive cut and paste instructions that I had already informed them I had read! Eventually I gave up and asked for a replacement, being a few days over the 30 day return (I was hoping to sort it). In hindsight I think I was dealing with a bot, despite asking for a human call back. They have offered £44 compensation but no help with a machine that constantly fails to do the job, missing rooms, not mopping. The help guides are pretty useless unless you’re technologically minded and know what you’re doing. My cheaper machine was so much better. Never will I buy from, or recommend, Ecovac.
Very disappointing experience with…
Very disappointing experience with Ecovacs. I purchased a window cleaning robot which started having issues shortly after purchase. The device was already repaired under warranty once, and when it failed again, it was sent for service a third time. Initially, the product was accepted under warranty. However, I was later informed that the warranty would not apply due to alleged “oxidation caused by misuse”, without any detailed technical report or objective evidence to support this claim. The device was always used indoors and according to the manufacturer’s instructions. To make matters worse, I was asked to pay a fee in order to have my own device returned unrepaired, despite the fact that it had initially been accepted under warranty and no such condition was communicated in advance. This process lacks transparency and professionalism. I am very disappointed with both the product reliability and the customer support. I would not recommend this brand based on my experience.
VERY DISAPPOINTED IN THE COMPANY
Very disappointed in the company. On their APP they have option FORGOT PASSWORD, yet you press on it and nothing comes back from Ecovac. One time they sent code 8 hours later. For company that sells all around the world to have such bad service. Will not buy from them again and don't recommend them. Very frustrating.
Unreliable Performance and Disappointing After-Sales Support
We’ve been using the Ecovacs Deebot T9+ for a while now, and honestly, our experience lines up pretty closely with the low Trustpilot rating — which says a lot. At the beginning, it actually felt like a solid machine. The suction was decent, mapping worked okay, and the auto-empty dock was convenient. For basic cleaning, it did the job. But over time, things started to go downhill — and that’s where the real issues showed up. The biggest problem is reliability. The robot constantly goes offline for no reason, even when the WiFi is perfectly fine. It throws random error messages like “robot is trapped” while it’s literally sitting in the middle of an open floor. Sometimes it just stops mid-clean and doesn’t resume. Recently, it even started shutting down completely during a run, which makes it basically unusable unless you restart everything. Navigation has also become very inconsistent. It gets confused, struggles to return to the dock, and sometimes just wanders around without completing the job. This completely defeats the purpose of having a “smart” robot vacuum. Maintenance is another headache. Dog hair builds up inside the wheels and internal parts, and the auto-empty system doesn’t always clear the bin properly. You still end up needing to manually clean it more often than expected. Now the biggest disappointment — after-sales support. Trying to get help is frustrating. Responses are slow, unclear, and not very helpful. It feels like once you’ve bought the product, you’re pretty much on your own. That’s probably why so many people are rating them poorly on Trustpilot. Overall, we wouldn’t recommend the Deebot T9+ if you’re looking for something reliable long-term. It might work fine at the start, but the consistency just isn’t there, and the support doesn’t give you confidence either. For us, it’s reached the point where we’re replacing it rather than trying to fix it — which says everything.
Worst experience ever
Worst experience ever, the customer service team blocked my bot and I am no more able to control from my application! This is really the worst customer service ever, they don't even provide details or whatever! They need to verify that the vacuum cleaner is not stollen!!!! Who the hell stoles a vacuum cleaner? Why I would stole it and then contact customer service? A 900 euro vacuum cleaner taking half a square meter in my house and doesn't work! Shame on you!
Can't understand the negative reviews
Having just recently bought ecovacs flagship robo vac. The X11, so far everything has been great. I had an issue logging into my app and I emailed their support who very quickly responded. In fact their customer service response times for emails has been incredibly quick. The X11 robo vac also oozes of premium quality. It was delivered very quickly too. The X11 design is very sleek and you can tell when you're unboxing it that youve got exactly what you paid for, a proper high end sophisticated robo vac. This thing is a game changer and if you purchase one you wont regret it. So in nutshell, customer service so far has been great, the X11 is fantastic. My friend who recommended ecovacs has the T20 model has had zero issues and she loves hers. Honestly if you want overall great customer service and a great product, you can't go wrong with ecovacs