Most reviewers were let down by their experience overall. Customers frequently complained about terrible customer support, experiencing extremely long communication delays, unhelpful responses, and endless difficulties getting proper assistance or warranty service processed. Reviewers also experienced frequent hardware and software defects, such as unexpected charging failures, poor mapping errors, and robotic devices getting stuck or failing to clean properly.
Though some customers faced significant challenges, a few reviewers noted that the device actually offered good core features and effective cleaning performance when functioning normally. Some people also felt that the overall concept showed potential despite the frustrating hardware and support issues.
I have purchased narwal freo x plus a year ago right from the begining no physical technician visited the home for installation and demo they just told us to follow the video which they sent on WhatsApp, after one year of usage I am facing technical error it's not at all working even after there troubleshooting videos seen raised a complaint for service but no one is responding from them zero service I will say. I simply say one thing regarding product if works good performance usage is good but zero service if we face any difficulty .
BUYER BEWARE Love the product but it had a problem…
Love the product but it had a problem detecting the water in the clean water tank and we sent it to the repaired when it returned to us it was completely damaged from the company not from shipping they stripped the screws and then broke the front plate and a motor inside was broken off and rolling around inside their customer service barely speaks English and won’t let you speak to a supervisor I will never purchase this product again, BUYER BEWARE
I purchased the Narwal Freo X Plus expecting a reliable product, but unfortunately, my experience with the after-sales service has been extremely disappointing.
It has been almost two weeks, and my unit is still with the service center ( Hyderabad ). I have not received a clear explanation of the exact issue, and there has been no proper update on when the repair will be completed or when the product will be returned.i have been sending emails too.
I have contacted customer support multiple times, but I still don't have a clear resolution or timeline. For a product at this price point, customers should receive timely communication and proper service support.
The product may have good features, but after-sales service is equally important, and my experience so far has been frustrating.
I purchased the Narwal Flow 2 from Geekbuying in early August. The unit developed multiple serious issues that no firmware update or settings change has fixed. I'm now at the point where I have to manually pre-clean before the unit runs, and clear again after it does.
The biggest problems:
- Hair balls ejected randomly mid-run. The robot is advertised as anti-tangle, which was a major reason I bought it. Instead of safely cutting and vacuuming hair and strings, it periodically spits out balls of collected hair onto my floor. I have an autistic daughter at home and this is a genuine choking/ingestion hazard I have to actively babysit the robot to prevent.
- Permanent scratches to my laminate floor. Small debris gets dragged along instead of being picked up, causing scratches I keep discovering. I now have to pre-vacuum with a handheld before every run just to avoid more damage.
- Poor debris pickup on flat surfaces regardless of suction setting, plus a persistent ticking noise when debris gets stuck.
- Repeatedly gets stuck under low-clearance furniture, forcing itself forward until it scratches its own shell.
- Ignores the room cleaning sequence I set in the schedule.
- Water tank gets periodically undetected and requires multiple unplug/plug for the system to detect it again.
- Docking/emptying malfunctions where the station starts emptying even when the robot isn't properly docked.
When I contacted support with photos, videos, and a detailed list, their response was mostly generic troubleshooting (adjust water level, clean the dust bag, check for hair blockages).
I'm now requesting a return and full refund, plus compensation for the damaged floor, since neither can be fixed by settings or updates.
Very disappointed. A premium-priced product should not damage your floors or pose a safety risk to a child. Especially failing on what is advertised to be a basic feature.
I am writing to express my extreme dissatisfaction with the after-sales service for my Narwal Frexo X Plus. My device has been at your Hyderabad hub for over two weeks, and after multiple calls and emails, I have not been provided with a clear delivery timeline. It is entirely unacceptable to expect a customer to personally travel to the service hub to collect their product. Luckily I am staying in Hyd and I can collect it. But this is highly unacceptable
They do not honor their warranty had a 2 year warranty vacuum was bought on Amazon in Nov 2024 contacted today for error message 1051 was told to pay for service help 192$ was told warranty was 3 month for refurbished even after showing Amazon receipt proving it was not refurbished and was within warranty
In Australia my experienced has been awful. The robot did not work properly. I claimed. Many emails. I sent the robot to them. They returned it saying that it workded properly. When I tryed, it did not work. More emails. After 4 months (it is still under warranty) I let them know my rights as a customer. We will see (to be countinued)
Required my dock be sent in, then admitted they have no replacement
I bought a Narwal Flow directly from Narwal in October 2025 ($1,378). In May 2026 the mopping function failed after an automatic firmware update: the robot returns to rewash the mop every 10 feet regardless of settings and cannot finish a single room. Ticket #190451 has run eleven weeks through nine reps. A three-week repair at their service center changed nothing. Their own troubleshooting then surfaced a second defect, a dock button with no response, confirmed live on a call with their rep.
They offered a replacement dock, refused to put in writing what would happen if it failed, and required my dock be sent in before they would ship the replacement. I shipped it July 31. A week later they told me the replacement dock is out of stock with no restock timeline. So they hold my dock, the robot cannot charge, and their final offer is a $541 partial refund on a $1,166 purchase, prorated for "months of use" that include the months it spent at their service center.
Their warranty promises repair, equivalent exchange, or an upgraded-model exchange. I asked for the refund or the exchange; management declined both in writing. I have filed a JAMS consumer arbitration and a complaint with the Pennsylvania Attorney General. I would not buy direct from this company again.
I bought this in January, and they didn't help me to install and configure. This is chinese fraud company, completely avoid this. I logged a case with their customer support, they said i have to do it myself. One more thing, they don't have stock for any accessories you want for robo. There are too many bugs in software, not accurate, not mapping properly, even not cleaning itself even paying 80000 bucks.
Bad product customer support is worst. Working on AI call centre. After long waiting. Agent is shouting
I purchased a Narwal X10 pro and my experience has been extremely disappointing.
The first unit I received had a manufacturing defect, and the problem appeared on the very first day
During the installation, the service engineer personally witnessed the problem at my home and confirmed the issue. Despite this, Narwal failed to provide a proper resolution. I have repeatedly followed up with the company, but no one has responded to my complaints, and my case is still pending in their system.
Based on my experience, I cannot recommend this product. I believe the company has not provided the level of quality or customer support that customers expect. I would advise potential buyers to carefully consider their purchase decision before buying the any Narwal product.
I had a very unpleasant experience with them because after 6 months using my mop and vacuum equipment started with an error message, I contacted Narwal customer service to apply the warranty. I was told to send my vacuum to a repair department. I bought a big box and bubbles wrap, also used foam that I had at home to prevent any type of damage since my vacuum was looking like new. I sent the whole equipment to avoid be asked later to re-send anything else. After approximately 15 days I received an email saying that my vacuum was returning back to me without any type of notification regarding if the issue was solved or not. Since FedEx the company they used for the shipment process was not able to locate me at home, I requested to go to one of their offices to pick it up by myself. When the guy brought me, the box almost falling apart, I was expecting the worst. The equipment exterior was totally damaged. The vacuum is heavily scuffed in several places; dirt has stuck to the worn areas, and it looks like it was pulled out of a dumpster. It was cracked in one corner. Also, when I filed a complaint, they asked me to use it to see if the problem had been resolved, but they didn't send the power cord back to me. It’s a total disaster after spending $600 on a vacuum that was supposed to work well and look good in my home.
Customer service is horrendous. I had trouble scheduling jobs. I contacted Customer Service and all they wanted was pictures. That means I have to take a picture of whatever it is that I’m talking about and then send it to my computer and then send it two them via chat. Mapping remote areas away from the dock is difficult. The robot would only vacuum a tiny area in that room. I had to find out later that it was creating its own little cleaning area and that needed to be expanded. When mopping one of the mops would keep coming off every time the robot got near and area rug. When scheduling a job it would tell me job not started. I live just south of Tampa so that’s the area where I picked, obviously the software doesn’t recognize Tampa. I picked New York City and the scheduling would happen on time. I sent an email in two weeks ago, asking about the nearest service area to me, I have yet to get a reply. I still had several days left to return the item to Amazon and I did. Freo X10 Pro.
Do NOT buy. I thought the other reviews were the outliers turns out… it is not. I had one unit that haven’t had any issues and thought I was safe, then I got a z10 ultra for my new flat. After a month it will not connect to the internet anymore and they won’t do anything about it.
I purchased a Narwal Flow. About 3 months later the vacuum could not get back into the base. I always had to put it back, at the point of putting it in the base the unit fights you with its wheels and isn’t easy to get back into the base station until it is done trying which takes almost 3 minutes. I contacted Narwal about my problem. At this point it had been approx 5 months since I purchased it. I kept thinking it would resolve on its own. After sending them videos showing how the vacuum was responding they told me the return window had closed as I bought it through Amazon and that they could not do anything for me. They told me the home base needed to be on a hard surface to work properly. That would put the home base out in the great room near my foyer. I told them that nowhere in the description of this vacuum did it indicate that it would only work properly on a hard surface. I would have never purchased it if I had known it must be on a hard surface. I asked them to replace it and allow me to return this one to them and they would not allow that. Additionally, I asked for a full refund and they said no. The only thing offered to me for my $999 vacuum that doesn’t work properly was that they would send me 2 free mop heads for my trouble. I find it hard to believe that this isn’t covered under a warranty or that their warranty is only 5 months for an item this expensive.
Broken auto detergent on s30 Pro
Hard to get ahold of them to respond on refund or return. Unit 7 days old.
I’m not Jess Myers not sure why it does that
Pre-ordered the Flow 2, it arrived 1 day after launch and I eagerly set it up. Keep in mind they’ve been touting their new Ai and how advanced it is. This things mapping abilities are awful if you have a modern home that has rooms that have more than one entry point. For example our kitchen opens up to our living room but then has a hallway to enter the kitchen from the left too. Because of that hallway it can’t figure out that the kitchen is a separate space between living room and kitchen. The solution PER Narwal… close off the hallway… so I had to stand with a blanket during the entire mapping process (10-12min) closing off the hallway. My ($175 Wyze vacuum that only has lidar mapped better). So after 8 mapping attempts it finally had it right.
Now a new issue, the track mop is intermittently spinning, I contacted support to ask if this is normal behavior to which I had to send imagery/videos to confirm. They said it is not normal. We’re only 2 weeks into ownership btw and about 10 emails. They said I’d have to send it back for them to send a replacement unit. I no longer have the box to do so and asked if they could send a replacement unit first so that I can test the new unit to make sure it works correctly. This way if it is in fact, normal behavior, I don’t have to remap my entire home again, which was horrible the first time around. This would also alleviate the fact I don’t have a box of shipping materials of any sort to get it back to them as I would send my old unit back in the new unit box. Now 19 emails in and multiple customer service calls. They have told me the best they can do is have me out of my own pocket put it in a box and when I drop it off at a shipping facility, they will then send me the replacement unit instead of waiting for them to receive it.
This is beyond unacceptable, I told them that they could have me easily sign an online DocuSign that states if I don’t send back my old unit, they can charge the card on file or I could provide them with another card if they’d like for security reasons. I’ve sent them more than enough proof that I have a faulty brand new vacuum. And the amount of hoops I’m having to jump through. It’s terrible. It’s a shame because when it was working as far as cleaning goes it cleans very well. The mapping and customer support needs serious work though.
My sister is having the worst experience with her robot, quite an expensive one I might add. French West-indies is not included on their app map, apparently… So they couldn’t extend to there, but don’t mind selling there. How much does it cost this company to stretch their territory?… And they send her emails containing English, poor French, and Italian AI translations. Cute.
The price on the Flow 1 was lowered to $899 but when I added it to the cart, the price suddenly changed to $1299. I contacted the company via chat and they refused to honor the lower price despite my having a pic of their website showing that price. This is a bait and switch, it's shady and now I no longer trust the company. I'm glad I found out they have bad customer service before spending almost $1000 with them! Others need to know that they are shady and stay away. Extremely unprofessional!
Failed twice and support solution was to pay again for a repair that only guarantees 3 months
I’m sharing this experience because long-term reliability and customer support matter as much as features when choosing a robot vacuum.
My Narwal Freo failed during the warranty period and had to be sent in for repair. That process already required significant effort, packing the robot, shipping it out, waiting for service, reinstalling it, and remapping the entire home when it was returned.
After the repair, the robot worked again only briefly before failing with the exact same issue.
Now the robot does not power on at all. Reset does not work, and it will not charge on the base station. It is completely dead, exactly the same problem as before.
When I contacted Narwal support, they confirmed the product is now just outside the one-year warranty, and the only option offered was to pay for another repair.
I asked whether there was any reasonable alternative given that the robot had already required service once and then failed again shortly afterward. Specifically, I asked about a trade-in credit, replacement option, matching a recent sale price, or any loyalty discount. I actually own multiple Narwal robots.
None of those options were available.
The only “goodwill gesture” offered was a free roller brush if I purchase another robot.
That response was honestly disappointing. When a product positioned as a premium robotic cleaning system fails once, is repaired, and then fails again soon after, most customers would reasonably expect some level of support beyond simply paying for another repair.
At this point it feels less like normal wear and more like a recurring reliability issue, which is concerning given the price category of this product.
The irony is that the entire purpose of a robot vacuum is to save time, yet this experience involved shipping, reinstalling, remapping the home, and repeated support conversations, only to end up with a robot that still doesn’t work.
What surprised me most is that I already own three Narwal robots, yet there was still no flexibility or meaningful resolution offered.
When the robot works, it performs well. But based on this experience, potential buyers should carefully consider long-term reliability and how repeat failures are handled once the warranty period ends.
I’m documenting this here so other buyers can make an informed decision, and I hope Narwal reviews cases like this where the same failure occurs more than once.
Awful. My vacuum broke 3 months after I bought it. They would not refund it. They "fixed" it and it has broken again. Twice in less than 6 months and it was brand new and $1500. Their customer service is all over seas, so they can barely communicate. Terrible experience and product.
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