Paid for a robot I never received. Roborock support is shockingly bad
I had a terrible experience with Roborock and would strongly advise against buying directly from them. I ordered a robot vacuum that was falsely marked as delivered by DHL on August 5th, but I never received it. DHL has confirmed that Roborock needs to open the investigation, yet Roborock refuses to take responsibility or follow up. Despite the failed delivery, I actually bought a second robot via Amazon in good faith, trusting that Roborock would do their job and investigate the fake delivery through the correct channels. I even provided them with the proof of the Amazon order and the delivery, along with the serial number of the unit I received — which was clearly different from the one they claimed was delivered. Instead of cross-referencing the serial numbers or escalating with DHL, Roborock chose to assume I was lying and effectively blamed me for their logistics failure. Once I proved the mismatch and clearly showed that their records were incorrect, their Chinese support team stopped replying altogether, leaving the issue unresolved. I’ve had to chase this from every angle. I contacted DHL, wrote to Roborock’s Spanish team (who don’t seem to have any real authority or information), and sent multiple follow-ups, all with no real outcome. The complete lack of accountability, transparency, and professionalism is shocking. I paid for a premium product I never received, provided all the evidence I was asked for and more, and was rewarded with silence and blame. This is unacceptable customer service from a brand of this size. If you value your money, sanity, your time, and basic consumer rights, do not buy directly from Roborock.