Costumer service is terrible

I’m very disappointed with your warranty process. My vacuum isn’t charging and instead of making this easy for the customer, I’m being required to buy a sturdy shipping box and protective packing to send a defective product back to Texas. On top of that, your company won’t take responsibility if it gets damaged in shipping, even though I’m returning it for a warranty issue. Customers shouldn’t have to bear these extra costs and risks for a product that failed under warranty. This is frustrating and unacceptable.

We're genuinely sorry that you've had such a frustrating experience – that's not what we want for any customer.

Would you mind sending us your ticket number via DM? We'll conduct a thorough review of your case. If your device is still under warranty, we cover all repair costs – and we don't require the original packaging. A box of any kind will do, as long as it protects the machine during transit. Perhaps there was some miscommunication that led you to believe you needed to purchase a sturdy box.

We appreciate your patience

My mop pad won’t stay on, keeps shutting off as a result.  Is my device faulty?

It’s under the warranty. And the instructions for packing they are not clear for the vacuum I have. Do I need to send the whole thing? Base and vacuum? For me, this is a lot!