Poor warranty Poor customer experience
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.