Roborock’s customer service is an absolute nightmare
Roborock’s customer service is an absolute nightmare and a masterclass in how not to treat paying customers. After a defective unit, I followed every instruction they provided. Roborock confirmed in writing that once the unit was shipped back, a replacement would be sent. I returned the product using their UPS label and scheduled pickup. After that, they changed the rules. Despite having my vacuum and my money, Roborock refused to send the replacement, hiding behind “no tracking update” excuses and pretending that UPS logistics were somehow my responsibility. No pickup receipt was provided by UPS (which is standard), and instead of resolving the issue, Roborock dragged this out with circular emails, delays, and shifting requirements. Bottom line: • I’m out both my product and my money • Roborock refuses to honor their own written agreement • Customer support plays games instead of solving problems This isn’t a mistake — it’s bad faith and intentional stalling. If something goes wrong with your Roborock, be prepared to fight just to get what you already paid for. There are plenty of robot vacuum companies out there. Choose one that actually stands behind their product — Roborock does not.