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.
Faulty Item and Worst service, 6 weeks to get to a poor outcome
1. Faulty Item
2. Over 6 Phone Calls
3. Over 20 Emails
4. Over 6 weeks just to get a refund
5. Refused to accept I purchased the item directly from them without written proof, that they themselves had to supply.
6. Told I may be fraudulent
7. Offered a downgraded product with no refund of difference in price
I waited for 3 weeks for blackfriday sales, price on the website was $1000, when blackfriday sales came it was $999 and they claimed they marked it down from $1,299, so false advertising and it was off to a bad start.
I purchased directly through the website mistakenly thinking I would get better aftercare service than buying through a local retailer, never again.
When the unit arrived a week later, it was faulty out the box, it wouldn't turn on, we tried charging it and after 24 hours and 3 separate calls to their service team, in which I needed to take and send videos, go through multiple steps, send through serial numbers, etc, they acknowledged it was faulty.
Their solution was take it back to where I bought it, now they had the serial number, they could see I purchased from them, but no, I needed the PDF receipt, which they don't give you when you purchase through their website, we went back and fourth on this multiple time, I forwarded them every email I received from them, in the end I had to go through another department, to generate a receipt, to send it back to the same company, to prove I bought an item from them. At this point I was already fed up.
I was told a courier would come to my house to pick up the item, instead I had to go to AusPost and mail the item which given my work was a major hassle, it why I buy online to begin with.
Once they received the item, the confirmed it was faulty, but they took so long doing this they had now run out of stock. Then the solution was a downgraded model, which retails on the website for $949, and retails at other stores for $889, I pointed this out, and the reply was, "no its the same price on our site", I don't know if my maths is as faulty as their vacuums but $949 does not equal $999, and its a downgraded product.
Vacuum started not working the beginning of August.
I have sent photos, bought new filters and rollers and nothing worked. Vacuum spits all the hair back all over my house. Complained on Amazon and Roborock replied and told me on Amazon they would be reaching out soon. Never did. I have called over 10 times. Every time I called, they say someone would get back to me and they never did.
My product is still under warranty and can NOT pick up anything off the floor!!
Absolutely a "Do not buy" - After only 9 months, most functions do not work. Very disappointed with this product. It is now placed on electrical trash. Do not buy.
Once you get issues with your device, you're completely on your own.
Their customer support in Europe is an absolute joke. After a first contact, they send you a standard answer (to reboot your device...) and if that doesn't work, they don't reply anymore. Have sent several reminders, asking for assistance but without any success.
Our device is not even 4 years old and had several issues already (charging errror, loss of wifi connection,...) This is not what you expect for a device in this price range.
Would not recommend to buy from this company at all.
Customer service is/was EXCELLENT. My unit died just outside of warranty and they tried to fix it...that didn't work. Then they replaced it with a nearly new device. They are good with email responses. Free shipping to and from repair center.
When it was working, it was very methodical, leaving perfect patterns as though a pro vacuumed the place.
Excellent, reliable products and support. I've had several robots from several brands and theirs are always among the best and consistently the most reliable. Support (which I almost never needed) is quick and effective.
I purchased Roborock just about 6 months ago. During mopping it squirts and clumps dirt out as it changes direction or slows down.
At first when I contacted Roborock via the complaint raised on the app, they stated that the product is not functioning as designed and that I must return to the dealer. When I reached the dealer, they asked me to contact Roborock as this constituted to Manufacturer warranty on the first year.
Roborock customer service went quiet and stopped answering questions on reaching them again.
It was only when my legal team sent them a note they reached out to me.
Funnily, with the same old video, Roborock went defensive and started stating that this was a non issue. Ludicrous!
I am now appealing with the Trade Standards in the U.K.
If you were to buy a robotic product, and for such an expensive equipment, please make sure you check if there is a physical service centre. Roborock is an interesting product out of the box but is prone to defects as evident from several YouTube videos.
The battery life is not good for this product as well. It deteriorated quite quickly. Besides the round shape and the projection for LIDAR on the top prevents it from getting under furniture and cleaning and even cleaning corners well. Unlike some of the intelligent competitors in the market based on visual cameras, Roborock cannot even detect items lying in the ground and often run over and get stuck.
I am now a believer in buying products from real companies like Shark or iRobot who has physical service centres.
This roborock vacuum robot saves my energy, cost and electricity. Imagine I'm cleaning our two storey house with a vacuum and very a hassle task. But when I bought this roborock all the problems that I've been struggling for my everyday life of the floor resolves. There payment option and delivery fee is very reasonable and fantastic. In terms on their customer service they are very much accommodating when you asked some questions about how to operate the automatic vacuum. So this product is worth to be recommended and they deserve my 5 stars rate!
Dreame Technology
Ecovacs
Mova
iRobot
Dreame
Eufy
Roborock
Tineco Intelligent Technology Co., Ltd.