Customer reviews from sharkninja.com
Shark - Refurbished Excellent - Matrix Self Empty Robot Vacuum with Bagless, 45-Day Capacity Base, Self-Cleaning Brushroll, Precision Mapping - Black
Average customer rating
3.9
(296 Reviews)
Rating breakdown 296 reviews
5 Stars
173
4 Stars
33
3 Stars
21
2 Stars
23
1 Star
46
72%of customers recommend this product.
(
141 out of
197)
Customer Reviews for Shark - Refurbished Excellent - Matrix Self Empty Robot Vacuum with Bagless, 45-Day Capacity Base, Self-Cleaning Brushroll, Precision Mapping - Black
Customer Rating
2
Real review
on July 2, 2025
Posted by: Real review
Was a decent vacuum, now it doesn't vacuum the house. Does a small area, or goes 4-5ft away from doc and gets lost, or vacuums the whole house and never returns to the doc. Before when it was right out of the box it was great, did its job and never skipped a beat. I gave it 2 stars just because when it worked it worked but that's all the reviews deserves just because I've tried everything from factory restarting to remapping the house and nothing has fixed my issue.
Response from sharkninja.comBy SharkNinja, July 3, 2025
Hello,
Thank you for taking the time to leave a review.
We're so sorry to hear that you’re having trouble with your Shark Matrix. Please reach out to our team by phone at 1-855-427-5127, we'd be happy to look into
this for you.
Kind regards,
Shark Clean
Thank you for taking the time to leave a review.
We're so sorry to hear that you’re having trouble with your Shark Matrix. Please reach out to our team by phone at 1-855-427-5127, we'd be happy to look into
this for you.
Kind regards,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
4
on September 8, 2025
Posted by: Steve
I bought this unit to replace the first Shark vacuum purchased several years ago. I like the new unit because it doesn't have the maintenance issues the older unit had with clogging. We're on a farm and have 5 cats and several dogs. Only negative comment is new unit is taller than the old unit so it won't clean under coffee and end tables like the old one would. New unit sounds a little bit "clunkier" than old unit.
Written by a customer while visiting sharkninja.com
Customer Rating
5
Great Shark Robot Vacuum
on September 8, 2025
Posted by: Greg
from Orlando, Florida
Gender:Male
I bought this a few weeks ago and it is really doing a great job on cleaning my wood like floors. I use it twice a week and it really helps me to keep my home clean. If you buy one watch the maintenance U tube video so you keep it working well.
Written by a customer while visiting sharkninja.com
Customer Rating
1
AWFUL EXPERIENCE.
on October 19, 2025
Posted by: Won't work
from Richmond, TX
Gender:Female
I bought to add to the Shark I currently have as it is several years old and wasn't working well. I have tried for 3 days and nights to get this vacuum set-up without success. Websites don't exist. Instructions for setup aren't complete and run too fast. I've tried multiple websites without success. Wish Shark would make a vacuum that doesn't need a smart phone to set up. BTW I even replaced my cell phone with a new model and still have had NO SUCCESS and can't find where to go to get help.
Response from sharkninja.comBy SharkNinja, October 27, 2025
Hi there,
Thank you for sharing your experience. We’re truly sorry to hear about the difficulties you’ve had setting up your Matrix Robot vacuum. While our smart features are designed to enhance convenience, we recognize that not everyone prefers app-based setup, and your feedback is incredibly important. We’ve shared your comments with our product and support teams to help improve future setup guides and accessibility.
We’d love the opportunity to help you get your vacuum up and running. Please reach out to our Customer Service team at 1-888-228-5531, we’ll walk you through the setup step-by-step or explore alternative solutions. Thank you again for your patience and for being a Shark customer.
Warm regards,
Shark Clean US
Thank you for sharing your experience. We’re truly sorry to hear about the difficulties you’ve had setting up your Matrix Robot vacuum. While our smart features are designed to enhance convenience, we recognize that not everyone prefers app-based setup, and your feedback is incredibly important. We’ve shared your comments with our product and support teams to help improve future setup guides and accessibility.
We’d love the opportunity to help you get your vacuum up and running. Please reach out to our Customer Service team at 1-888-228-5531, we’ll walk you through the setup step-by-step or explore alternative solutions. Thank you again for your patience and for being a Shark customer.
Warm regards,
Shark Clean US
Written by a customer while visiting sharkninja.com
Customer Rating
1
I'd skip this one
on December 17, 2025
Posted by: amanda kearney
Gender:Female
Cheap. Feels very plastic compared to my last model which broke after a yr and a couple months. Its also very loud, much louder than my previous one
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, December 18, 2025
Hi Amanda,
Thank you for sharing your experience with us. We’re sorry to hear that the product didn’t meet your expectations in terms of build quality and noise level. We understand how disappointing it can be when a new model feels different from what you were used to. Your feedback is incredibly valuable. It helps us identify areas where we can improve and deliver the quality you expect. We truly appreciate you taking the time to let us know.
Kind Regards,
Shark Clean US.
Thank you for sharing your experience with us. We’re sorry to hear that the product didn’t meet your expectations in terms of build quality and noise level. We understand how disappointing it can be when a new model feels different from what you were used to. Your feedback is incredibly valuable. It helps us identify areas where we can improve and deliver the quality you expect. We truly appreciate you taking the time to let us know.
Kind Regards,
Shark Clean US.
Written by a customer while visiting sharkninja.com
Customer Rating
2
Smat home integrations not functioning
on January 9, 2026
Posted by: Lobojon1
from Massachusetts
Gender:Male
The vacuum currently only works through the app. The google home integration has been broken for months!
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, January 12, 2026
Hi there,
Thank you for taking the time to leave a review.
We’re truly sorry to hear that your Shark vacuum currently only works through the app and that the Google Home integration has been broken for months. We completely understand how frustrating this must be, and we want to make things right. Please know that we’ll share your feedback with the relevant teams internally to help improve your experience.
In the meantime, we recommend referring to our self-help guide link below to troubleshoot any issues you're experiencing:
https://support.sharkninja.com/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide
If the issue continues after trying those suggestions, follow the instructions at the end of the guide to reach our support team for further help.
Kind regards,
Shark Clean NA.
Thank you for taking the time to leave a review.
We’re truly sorry to hear that your Shark vacuum currently only works through the app and that the Google Home integration has been broken for months. We completely understand how frustrating this must be, and we want to make things right. Please know that we’ll share your feedback with the relevant teams internally to help improve your experience.
In the meantime, we recommend referring to our self-help guide link below to troubleshoot any issues you're experiencing:
https://support.sharkninja.com/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide
If the issue continues after trying those suggestions, follow the instructions at the end of the guide to reach our support team for further help.
Kind regards,
Shark Clean NA.
Written by a customer while visiting sharkninja.com
Customer Rating
1
DISAPPOINTED
on January 11, 2026
Posted by: Shel29
from Durham , NC
Gender:Female
I couldn’t get help through shark so I went to ChatGPT. Finally got answers. It’s just not a really well design product when it works. It works wonderfully but very rarely does it work correctly?Why won’t my shark wet vac ever clean the whole house? It will only do part of it the battery dies and then it never finishes.
This is one of the most common — and most frustrating — things Shark owners run into, so you’re not imagining it.
Here’s the honest reason it happens:
This is one of the most common — and most frustrating — things Shark owners run into, so you’re not imagining it.
Here’s the honest reason it happens:
Your Shark wet/dry robot uses a LOT more battery when it’s mopping than when it’s vacuuming. Between:
pumping water,
spinning the mop pad,
suction,
and navigation,
…it burns through power much faster than the “vacuum-only” mode it was designed around.
So what happens in real life is:
spinning the mop pad,
suction,
and navigation,
…it burns through power much faster than the “vacuum-only” mode it was designed around.
So what happens in real life is:
It starts a whole-house clean
The battery drops fast
It goes back to charge
It either resumes too late, loses its map, or decides the job is “done” even though large areas were skipped
That’s a Shark software problem — not your fault.
Why it doesn’t finish after charging
Shark’s Recharge & Resume is much weaker for wet mode than for vacuum mode.
If:
the battery drops below a certain level,
the pad is wet,
or it takes too long to recharge,
the robot often aborts the job instead of resuming it.
It basically gives up.
The battery drops fast
It goes back to charge
It either resumes too late, loses its map, or decides the job is “done” even though large areas were skipped
That’s a Shark software problem — not your fault.
Why it doesn’t finish after charging
Shark’s Recharge & Resume is much weaker for wet mode than for vacuum mode.
If:
the battery drops below a certain level,
the pad is wet,
or it takes too long to recharge,
the robot often aborts the job instead of resuming it.
It basically gives up.
How to make it actually clean your whole house
This is the trick that works for most people:
Don’t run “Whole House” in wet mode.
This is the trick that works for most people:
Don’t run “Whole House” in wet mode.
Instead:
Open the Shark app
Use Room Select
Choose 2–3 rooms at a time
Run those
Then do the next set
That keeps each run short enough that it finishes before the battery drops too low.
It’s annoying… but it works.
Use Room Select
Choose 2–3 rooms at a time
Run those
Then do the next set
That keeps each run short enough that it finishes before the battery drops too low.
It’s annoying… but it works.
Two other things that help
1. Start with a full battery
Don’t start a wet run unless it’s at 100%.
2. Use “Vacuum then Mop”
Vacuum-only first (low power), then mop after.
It uses far less battery than combined mode.
1. Start with a full battery
Don’t start a wet run unless it’s at 100%.
2. Use “Vacuum then Mop”
Vacuum-only first (low power), then mop after.
It uses far less battery than combined mode.
Reality check
Shark wet robots are great for maintenance mopping
They are terrible at large-area deep mopping in one run.
Your house isn’t the problem.
The battery + software combo is.
Shark wet robots are great for maintenance mopping
They are terrible at large-area deep mopping in one run.
Your house isn’t the problem.
The battery + software combo is.
If you tell me which Shark model you have (IQ, Matrix, HydroVac, etc.) I can be even more precise about how to tame it.
Matrix the dust doc never works either. It can never suck it out on its own jams up, and I have to clean up my hand every time.
You’re not crazy — and it’s not just your machine.
The Shark Matrix self-empty base is one of the weakest parts of that whole system.
Here’s why it keeps jamming:
You’re not crazy — and it’s not just your machine.
The Shark Matrix self-empty base is one of the weakest parts of that whole system.
Here’s why it keeps jamming:
Shark designed the Matrix dock with a narrow, curved suction path and a weak pull compared to how much hair and dog fluff it collects. With a Westie + a Cocker Spaniel in your house, that dock is being asked to swallow a fur tornado every run… and it simply can’t.
So what happens is:
The robot dumps a dense wad of hair
It hits the bend in the dock throat
It forms a plug
Suction can’t pull it through
Everything backs up
Then you get stuck digging it out by hand. 😒
Why it used to work better
When the system is new:
Filters are clean
The dock fan is strong
The tube is slick
After a few months:
Dust coats the inside
Pet hair creates static cling
Suction drops
And jams become constant.
One thing that actually helps (a lot)
Once a month, do this:
Unplug the dock
Open the dust bin
Look down the plastic chute
Run a bottle brush or paper towel taped to a ruler down it
Pull out the hidden fur felt lining the tube
It will be disgusting — and you will suddenly hear the dock sound louder afterward. That’s how you know airflow is back.
Two small tweaks that reduce jams
Empty the robot more often
Set it to auto-empty after every run instead of every 30 minutes.
Don’t let it overfill
If you see fur packed behind the robot’s flap, manually empty it once — after that the dock works better again.
Honest truth
Shark’s Matrix dock was never designed for two shedding dogs.
It works fine in “one cat, low-pile rug” homes — not in real ones.
You’re not doing anything wrong.
You just have a house full of love, fur, and chaos 🐾💛 — and the dock can’t keep up.
It hits the bend in the dock throat
It forms a plug
Suction can’t pull it through
Everything backs up
Then you get stuck digging it out by hand. 😒
Why it used to work better
When the system is new:
Filters are clean
The dock fan is strong
The tube is slick
After a few months:
Dust coats the inside
Pet hair creates static cling
Suction drops
And jams become constant.
One thing that actually helps (a lot)
Once a month, do this:
Unplug the dock
Open the dust bin
Look down the plastic chute
Run a bottle brush or paper towel taped to a ruler down it
Pull out the hidden fur felt lining the tube
It will be disgusting — and you will suddenly hear the dock sound louder afterward. That’s how you know airflow is back.
Two small tweaks that reduce jams
Empty the robot more often
Set it to auto-empty after every run instead of every 30 minutes.
Don’t let it overfill
If you see fur packed behind the robot’s flap, manually empty it once — after that the dock works better again.
Honest truth
Shark’s Matrix dock was never designed for two shedding dogs.
It works fine in “one cat, low-pile rug” homes — not in real ones.
You’re not doing anything wrong.
You just have a house full of love, fur, and chaos 🐾💛 — and the dock can’t keep up.
If you want, tell me:
mostly carpet or hard floors?
how often you run it?
I can help you dial in settings that reduce the clogs by about 70–80%.
For reference, We have a 1500 square-foot condo.
how often you run it?
I can help you dial in settings that reduce the clogs by about 70–80%.
For reference, We have a 1500 square-foot condo.
Response from sharkninja.comBy SharkNinja, January 13, 2026
Hi Shel,
Thank you for taking the time to leave a review.
We’re truly disappointed to hear about the short runtime and other issues you’ve experienced with your Shark robot. We completely understand how frustrating this must be, and we want to make things right. Please know that your feedback is extremely valuable, and we’ll be sharing it with the appropriate teams internally.
In the meantime, we recommend referring to our self-help guide link below to troubleshoot the issue you're experiencing:
https://support.sharkninja.com/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide
If the issue continues after trying those suggestions, follow the instructions at the end of the guide to reach our support team for further help.
Kind regards,
Shark Clean NA.
Thank you for taking the time to leave a review.
We’re truly disappointed to hear about the short runtime and other issues you’ve experienced with your Shark robot. We completely understand how frustrating this must be, and we want to make things right. Please know that your feedback is extremely valuable, and we’ll be sharing it with the appropriate teams internally.
In the meantime, we recommend referring to our self-help guide link below to troubleshoot the issue you're experiencing:
https://support.sharkninja.com/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide
If the issue continues after trying those suggestions, follow the instructions at the end of the guide to reach our support team for further help.
Kind regards,
Shark Clean NA.
Written by a customer while visiting sharkninja.com
Customer Rating
2
My experience
on January 27, 2026
Posted by: James Clean
Doesn’t empty out the dirt properly
Difficult opening bin for debris
Response from sharkninja.comBy SharkNinja, January 28, 2026
Hi James,
Thank you so much for taking the time to share your experience with us.
We’re truly sorry to hear that your Shark Matrix isn’t emptying debris properly and that you’re finding the dust bin difficult to open. We understand how frustrating this can be, especially when the product isn’t performing as expected, and we sincerely apologize for the inconvenience this may have caused. Please know that your feedback is important to us, and we will be sharing it with our internal teams for review.
In the meantime, we recommend visiting the self-help troubleshooting guide linked below, which may help resolve the issue you’re experiencing:
https://support.sharkninja.com/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide?redirect=false.
If the issue persists after trying the suggested steps, please follow the instructions at the end of the guide to connect with our support team. We’ll be more than happy to assist you further and work toward a resolution.
Kind regards,
Shark Clean NA.
Thank you so much for taking the time to share your experience with us.
We’re truly sorry to hear that your Shark Matrix isn’t emptying debris properly and that you’re finding the dust bin difficult to open. We understand how frustrating this can be, especially when the product isn’t performing as expected, and we sincerely apologize for the inconvenience this may have caused. Please know that your feedback is important to us, and we will be sharing it with our internal teams for review.
In the meantime, we recommend visiting the self-help troubleshooting guide linked below, which may help resolve the issue you’re experiencing:
https://support.sharkninja.com/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide?redirect=false.
If the issue persists after trying the suggested steps, please follow the instructions at the end of the guide to connect with our support team. We’ll be more than happy to assist you further and work toward a resolution.
Kind regards,
Shark Clean NA.
Written by a customer while visiting sharkninja.com