Unreliable product and appalling customer service
My Roborock QV35 worked for around nine months before developing a fault. I sent it to Roborock for repair, which took two weeks, only for the vacuum and dock to come back in worse condition, with a completely different fault. So much for repairing it. What followed was six weeks of chasing customer service, repeated apologies and promises of a replacement that never arrived. I then spent two weeks waiting for a return label because of their own “label generation issues”. They refused to send the replacement until they received the faulty unit, while failing to provide the label I needed to return it. Then they told me the exchange could take another one to two weeks after the return. Absolutely ridiculous. Their idea of compensation for returning a faulty machine and wasting weeks of my time? A spare mop head. Honestly, insulting. Amazon has now sorted a refund. Roborock did not resolve this—Amazon did. A product failing within nine months is bad enough. Returning it from repair with another fault and then leaving the customer chasing for weeks is unacceptable. The real test of a company is how it deals with problems, and Roborock has been utterly useless throughout mine. I won’t buy another Roborock product. Based on my experience, I’d strongly advise spending your money elsewhere.