Roborock (roborock.com) has a 1.4 out of 5 rating on OK.one, based on 234 user reviews collected here. It is listed under Electronics & Technology and its reputation is poor. 85% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Customer service, Quality. Last updated 2026-10-24.
What reviewers say
AI generated
Most reviewers were let down by their experience overall. People frequently complained that the devices stopped working properly after only a few months of use, often suffering from unexpected connectivity failures or leaking water during operation. Consumers also noted that the customer support team was unhelpful, unresponsive, and made the warranty repair process extremely difficult and frustrating.
Some reviewers were happy with the helpful customer service, noting that staff members were quick and professional when handling warranty replacements. These buyers mentioned that the vacuums were easy to manage, reliable, and left floors looking fantastic with no sign of dust.
Auto-generated from all reviews of this business. For reference only.
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.
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
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 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.
I spent $500 on a robovac thinking maybe the technology had improved after years and years, and I was quite happy with my purchase - for about two months.
The LiDAR tower jammed while I was at work, and the robot can't navigate without it.
I emailed customer support, and they suggested I remove the mop heads and reinstall them, or change the water flow, to get better, more efficient cleaning.
Like. The subject line of my email was "LIDAR TOWER JAMMED HELP", not "I am not sure why there isn't enough water on the floor", it's like the person responding to me didn't even read what I wrote.
They asked for the order number from Amazon not once, but twice, which I sent in screenshot form and an official invoice PDF. They then asked me to send photos of the issue. Which would just be a picture of the robot sitting there, not doing anything?
The whole experience left a terrible taste in my mouth. It worked well *when it worked* but the customer service team seems incompetent or at the very least completely checked out.
Will revise the review to 3* if the situation gets fixed.
Seems to me to be a very dishonest and disreputable company. My battery began to fail after about two weeks and Roborock would not acknowledge the fact. I even had screen shots showing the failures. Additionally, I had purchased the same exact model three weeks prior, the Q5 Max+ and it had the same exact problem after a similar time period. It works well when it works, however two or three weeks of function is outrageous. Thankfully, I was able to return both units to Amazon. Not sure what robot company is considered to be reputable.
Hi,
My produkt Roborock Qrevo S RR0829 has functioned well only about one month, then the mop head keeps falling, the mopping pad with mopping cloth attached dropps every time it goes over minimum obstacole. Really dissapointed and not recommend it! Not received good support either, they told me to send the produkt to them! not explaining what was the problem with the malfunctioning or why.
I bought a Roborock (2 in fact) and now the app is displaying ADS at me. I literally paid hundreds for the device, I DO NOT expect to be held up using the device with delay timer adverts.
Do not buy a Roborock Q5. The worst customer service ever from Roborock
Worst customer service ever
Loyal Roborock customer who recently purchased a Q5
It does not clean the floors.
Customer service constantly telling me to try this and that, then asked me to return it. It’s now been returned to me and the issue is still not fixed
It’s a complete waste of over $500 and the amount of emails to try and rectify this were a total joke.
After 3 failed robots from iRobot, decided to pay a bit more for the Roborock qrevo master.
Simply put, it is a "Master" way better in all areas than the iRobot. Money well worth spent, just a brilliant machine/Robot
This company promises the world and consistently under delivers. They have declined my return on a faulty stick vacuum as they have carried out a 'thorough diagnostics' on the unit and determined its working as normal... The unit is still sitting in my kitchen and was never returned yet they refuse to fix or refund. This company is an absolute fraud and should be avoided at all costs!
If there was "0" stars option I would give one.
If you are in Australia and even thinking of buying Roborock( any model), I strongly advise you not to go for it. Why?
- You will get cheap quality product at probably a discounted price.
- They will show nice video on website doing amazing things.. all of this is false. For some time the robot will work fine, it will do some stuff as new unit but then within 6 months expect it will break down with sensor errors, etc etc
- Roborock customer service are trained to send you standard template of replies such as : as per clause a, b or c your warranty is avoid.
- there is almost no customer service or support
- they recently close down victoria based service centre to enhance poor customer service
I again suggests dont BUY ROBOROCK. If you already have one, pray for it not to break. This is my genuine personal experience with the company
Ongoing Warranty Issues with Roborock S8 MaxV Ultra – Lack of Support from Roborock and Sotel.DE
I purchased a Roborock S8 MaxV Ultra from Sotel.DE in May 2024, but just 8 weeks later, the product experienced a power failure, rendering it unusable. I reported the issue promptly to both Roborock and Sotel.DE on 15th July 2024. Despite providing detailed documentation, videos, and completing all troubleshooting steps as requested, neither company has taken full responsibility for resolving this issue.
My Experience:
Roborock Support: Initially responsive but quickly deflected responsibility, insisting that the seller handle the warranty. Follow-up emails, including a formal 5-day response deadline sent on 18th October 2024, were ignored.
Sotel.DE’s Response: Acknowledged the issue but maintained that I must arrange and pay for the return of the faulty product from the UK to Germany. This contradicts EU and UK consumer protection laws that require sellers/manufacturers to cover the cost of returning faulty items.
The Outcome So Far:
Over three months of communications have yielded no progress, leaving me without a working product and no clear path to resolution. It is disappointing that a premium brand like Roborock, known for quality, and an established supplier like Sotel.DE fail to meet their obligations when handling warranty claims.
My Request:
I am seeking a repair, replacement, or refund, and for the cost of returning the product to be covered by the seller or manufacturer, in line with EU consumer rights.
I hope this review prompts action and helps other potential buyers consider their post-purchase support options before committing to high-value purchases from Roborock or Sotel.DE.
I purchased the most expensive ROBOROCK 1800.00 roborock s8 maxv ultra. I have had problems from the beginning. You initially talk to a agent but only to email tech support- how to try different methods to remedy the problem. Only way to communicate through email ridiculous !!! I wanted to love this VAC and have done everything recommended including utube/ googling as well as getting little help from Roborock.
Company agreed to replace my robot. I sent it back and they have seized communication. They have blocked two of my phone numbers. They do not respond to emails. I am out $1,500 as I bought their top of the line robot. DO NOT BUY PRODUCTS FROM THIS COMPANY. THEY DO NOT SUPPORT THEIR PRODUCTS AND WILL GHOST YOU!!
We absolutely Love our Roborock Sv7 Max Ultra but recently had issues so sent it in to get repaired. They told us the warranty was voided as the machine was filthy and neglected. Turns out while we were on holiday the person watching our house and dogs used chemicals in the machine which damaged it. I'm shattered as it was not a cheap machine.
Long story shirt Roborock has had our unit almost 2 months and can't give us a quote for repair only saying it will START at $600. Tried emailing them multiple times and no one is any closer to giving me a time frame or a quote. I have surgery soon and wanted the unit back as help around the house. I told them this and they couldnt care less.
I have recommended this unit and brand to so many people but no more. Appalling customer service. It shouldn't take two months to get a quote for repair and the fact they can't even give me a time frame. We will get the machine sent back and purchase from another brand.
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