Extremely disappointing first…
Extremely disappointing first experience with Roborock. I ordered a premium vacuum directly from Roborock, paid in full immediately, and was told to expect delivery within a few days. Instead, my order has been stuck in transit for over 15 days with no meaningful updates. The biggest issue wasn't even the shipping delay but it was the customer service. Every email I received was a generic template saying they were "following up with the carrier." No one could explain why the shipment was delayed, provide an estimated delivery date, or offer a real solution. Even after multiple emails, I was never given any concrete information. I purchased this vacuum specifically for an event at my home, but because of the delay I couldn't use it. After waiting more than two weeks, I finally requested that my order be canceled and fully refunded because I had completely lost confidence that it would arrive. And then they wouldn't cooperate on that too. To make matters worse, after all this waiting, Roborock offered only a $20 refund if I continued waiting. For a product costing over a thousand dollars, that felt completely inadequate. Shipping delays can happen, but how a company communicates during those delays is what defines good customer service. Roborock failed in that regard. As a first-time customer, this experience has been extremely frustrating, and I cannot recommend doing business with this company.