I was genuinely excited to receive my new Roborock vacuum, but this has turned into one of the most frustrating customer service experiences I’ve ever had.
The vacuum was scheduled to be delivered by FedEx on April 29th, but the tracking information was never updated. I followed FedEx’s process and waited the required 48 hours before reaching out to Roborock for assistance.
What followed was a series of delays and vague responses:
1. Roborock confirmed they had opened a support ticket.
2. Then they said they contacted FedEx and asked me to wait.
3. Later, they told me they needed even more time.
4. They then asked if I’d be willing to wait a few additional days.
5. I replied clearly: No. I needed the vacuum urgently and gave them two options—either send a replacement using a different carrier or cancel the order so I could buy from another vendor.
6. Instead of resolving the issue, I received another message asking me to wait 1–3 more days, with a promised update by May 7th.
I also called their customer support to say I no longer want the product. But instead of taking action, I kept receiving polite but empty replies with no resolution.
What’s most frustrating is this: Roborock claims they will only issue a refund once the package is returned to them—a package that was never delivered, is missing, and is now under internal investigation with FedEx. They have no confirmation the package will ever be recovered, yet they expect me to wait.
Why should I, the customer, bear the consequences of a shipping issue that I didn’t cause? I’ve done everything on my end: contacted support, followed procedures, and waited patiently. Meanwhile, I’m left without the product and without a refund.
This experience has been exhausting and deeply disappointing. Based on this experience, I cannot recommend Roborock. Customer service matters—and unfortunately, this company has failed to provide even the basics of support or accountability.
