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
Vacuum Failed Under 3 Years of Ownership
on January 30, 2026
Posted by: Alex S.
I purchased this item roughly 2 years ago and all of a sudden it just stopped working. We have two dogs so this was really wonderful and worked as expected the first 2 years. The vacuum itself is in perfect condition, aside from some scratches from it getting stuck under our bed, but we have kept good care of the item over the last 2 years. We are getting a red and white flashing light accompanied by a dooming sound everytime we try to get the shark to run. There have been no home or lifestyle changes, simply the shark just stopped working one morning. We had our product registered under warranty although when we called to resolve the issue, they noted the item was outside of the warranty window and they failed to diagnose the problem. We received a 30% discount for the same vacuum, and still was not even told what was causing the error on the vacuum. While we appreciate the 30% off, it is not worth it to us to purchase another Shark Matric Vacuum when we know it will likely malfuntion within the first two-three years of its lifespan. Disappointing because this item was incredible and gave us zero issues until one day it just stopped working and nothing was done to fix the issue on Shark's behalf. I would recommend this product for someone who needs a quick fix/clean, but not for the long haul.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, January 30, 2026
Hi Alex,
Thank you for taking the time to leave feedback.
We’re truly sorry to hear about your experience, especially after caring for your vacuum so well and relying on it for your home with pets. We understand how frustrating and disappointing it must feel for the unit to stop working so suddenly after two years of trouble‑free use.
Since the product is now outside of its warranty period, the 30% discount toward a replacement of the same model is the support we’re able to offer at this stage. That said, we never want you to feel left without answers, and we’d be more than happy to look into this further to see if there’s anything else we can do.
Please reach out to us using the link below so our team can review the situation in more detail:
https://support.sharkninja.com/contact-us
Kind regards,
Shark Home
Thank you for taking the time to leave feedback.
We’re truly sorry to hear about your experience, especially after caring for your vacuum so well and relying on it for your home with pets. We understand how frustrating and disappointing it must feel for the unit to stop working so suddenly after two years of trouble‑free use.
Since the product is now outside of its warranty period, the 30% discount toward a replacement of the same model is the support we’re able to offer at this stage. That said, we never want you to feel left without answers, and we’d be more than happy to look into this further to see if there’s anything else we can do.
Please reach out to us using the link below so our team can review the situation in more detail:
https://support.sharkninja.com/contact-us
Kind regards,
Shark Home
Written by a customer while visiting sharkninja.com
Customer Rating
1
on February 4, 2026
Posted by: López88
Gender:Female
Lo adquiere el 25 de noviembre ya no sirve. Tiene dos meses y no hace nada y poder dar con la garantía ha sido un problema. Lo limpié completo lo monté y nada y dar con el problema ha sido una pesadilla. Con el iRobot todo era más fácil.
Response from sharkninja.comBy SharkNinja, February 4, 2026
Hola López,
Gracias por tomarse el tiempo de compartir su experiencia con nosotros. Lamentamos mucho saber que su robot Matrix dejó de funcionar después de solo dos meses; no es la experiencia que queremos para usted.
También entendemos lo decepcionante que es tener dificultades para acceder al soporte de garantía, especialmente después de intentar todos los pasos correctos como limpiar y volver a montar la unidad. Usted merece una experiencia fluida y sencilla, y agradecemos que nos haya informado sobre esta situación.
Nos encantaría revisar su caso más a fondo y ayudar a resolverlo lo antes posible. Nuestro equipo siempre está disponible para asistirle en https://support.sharkninja.com/contact-us.
Atentamente,
Shark Clean
Gracias por tomarse el tiempo de compartir su experiencia con nosotros. Lamentamos mucho saber que su robot Matrix dejó de funcionar después de solo dos meses; no es la experiencia que queremos para usted.
También entendemos lo decepcionante que es tener dificultades para acceder al soporte de garantía, especialmente después de intentar todos los pasos correctos como limpiar y volver a montar la unidad. Usted merece una experiencia fluida y sencilla, y agradecemos que nos haya informado sobre esta situación.
Nos encantaría revisar su caso más a fondo y ayudar a resolverlo lo antes posible. Nuestro equipo siempre está disponible para asistirle en https://support.sharkninja.com/contact-us.
Atentamente,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
2
Disappointed on the single brush
on February 12, 2026
Posted by: Shell2026
from Bradenton, FL
Gender:Female
Very disappointed the description is not to clear about the matrix having a single side brush. This is not my first matrix. The first came with 2 brushed and cleaned amazing. The single brush suck as it pushes dirt and does not pick up well.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, February 14, 2026
Hey Shell,
Thanks for taking the time to leave a review.
We dropped the ball here, and we’re really sorry. We're deeply unhappy to hear about the disappointment regarding the Matrix model’s single side brush. We understand how frustrating it must be, especially since your previous Matrix included two brushes and delivered the cleaning performance you expected. It’s never our intention to cause confusion, and we know how important accurate details are when choosing a device for your home. Your experience with the single brush pushing dirt instead of picking it up properly is definitely not the level of performance we want for our customers. Feedback like yours is incredibly valuable, and we’ll make sure it’s shared with the appropriate team for review. If you do require further assistance with your Robot, please feel free to reach out to our support team via the link below. We are always ready to assist and ensure your experience is a positive one.
Contact Page: https://support.sharkninja.com/contact-us
Kind Regards,
Shark Clean
Thanks for taking the time to leave a review.
We dropped the ball here, and we’re really sorry. We're deeply unhappy to hear about the disappointment regarding the Matrix model’s single side brush. We understand how frustrating it must be, especially since your previous Matrix included two brushes and delivered the cleaning performance you expected. It’s never our intention to cause confusion, and we know how important accurate details are when choosing a device for your home. Your experience with the single brush pushing dirt instead of picking it up properly is definitely not the level of performance we want for our customers. Feedback like yours is incredibly valuable, and we’ll make sure it’s shared with the appropriate team for review. If you do require further assistance with your Robot, please feel free to reach out to our support team via the link below. We are always ready to assist and ensure your experience is a positive one.
Contact Page: https://support.sharkninja.com/contact-us
Kind Regards,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
4
very good vacuum results in thoroughness of job!
on February 12, 2026
Posted by: Viii
Gender:Female
Got this as an upgrade to my first shark robot. But the noise level is crazy! It does a really great job of cleaning my hardwood, area rugs and carpeting. I am pleased with the clean factor!! Just can't understand the noise level. I might also say that having the single longer little spinning brush is an issue sometimes as it gets itself stuck on my area rugs!! and ends up trying to climb the fold it creates! Consequently, I have had to put tape under rug edges to stop this. So I personally prefer two spinning brush things that are a bit shorter instead of the longer single brush. I have to say I am VERY careful about emptying and washing all componets to my vaccums as this is an important step in caring for your machines!! and this take apart and wash factor of ALL SHARK vaccums is why I buy sharks in the first place!! Thank you shark!
I would recommend this to a friend!
Written by a customer while visiting sharkninja.com
Customer Rating
1
Not Worth It
on March 4, 2026
Posted by: KWCYPRESS
from Cypress, TX
Gender:Female
I bought this robot vacuum about 6 months ago to replace another Shark robot Vacuum I had for almost 5 yrs, that quit operating correctly. To say I am disappointed in this model is a huge understatement. Daily, I receive many error notifications via the app and spend too much time seeing what is wrong with it. It gets stuck against a wall or door for no reason and on a kitchen rug, entry rug, bath rug - it doesn't matter. Just because it feels like it I guess. I have remapped my house several times, no difference. And, it is very very noisy, even on the eco mode. Much more so than my original one. When it stays running and does its job, it does pick up the dirt and dog hair, which is the only positive thing I can say about it.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, March 5, 2026
Hi there,
Thank you for taking the time to share this feedback with us. We’re really sorry to hear you’ve been experiencing so many issues with your Shark Matrix, from the error notifications to the navigation problems and noise. We understand how frustrating and disappointing this must be, especially after your previous robot lasted so long.
Please click the link below to try our self‑troubleshooting steps. If the issue isn’t resolved, you’ll be directed to our customer service team, where we can take a closer look and assist you further.
https://support.sharkninja.com/en-CA/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide-ca
Kind regards,
Shark Clean
Thank you for taking the time to share this feedback with us. We’re really sorry to hear you’ve been experiencing so many issues with your Shark Matrix, from the error notifications to the navigation problems and noise. We understand how frustrating and disappointing this must be, especially after your previous robot lasted so long.
Please click the link below to try our self‑troubleshooting steps. If the issue isn’t resolved, you’ll be directed to our customer service team, where we can take a closer look and assist you further.
https://support.sharkninja.com/en-CA/article/RV2300S-RV2300AE-Series-Shark-Matrix-Auto-Empty-Robot-Troubleshooting-Guide-ca
Kind regards,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
5
Shark robot
on March 22, 2026
Posted by: 2 fuzzy cats
I’m very happy about the way it cleans i have 2 cats. When it empties there is no dust.
Written by a customer while visiting sharkninja.com
Customer Rating
1
Short lived for the price
on May 18, 2026
Posted by: 210210
Worked fine at first but less than a year and a half later is done. Well maintained and cleaned regularly. Giving a bumper error 6 and wont go. Went thru ALL possible trouble shooting with no solution. Called shark was told there are not fixes for this and was offered a replacement pod for nearly the cost of a whole new system. Umm no thanks! i am beyond disappointed with the shark matrix
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, May 18, 2026
Hi there,
Thank you for taking the time to leave a review.
We’re very sorry to hear about the error 6 issue with your Shark Matrix, especially after regular maintenance.
We can see you’ve already contacted us and that your warranty has now ended. While repairs aren’t available, a replacement part is available for purchase, or a 30% discounted replacement unit specific to your model was offered, which is still available.
If you’d like to move forward, please don’t hesitate to contact us here:
https://support.sharkninja.com/contact-us
Kind regards,
Shark Home
Thank you for taking the time to leave a review.
We’re very sorry to hear about the error 6 issue with your Shark Matrix, especially after regular maintenance.
We can see you’ve already contacted us and that your warranty has now ended. While repairs aren’t available, a replacement part is available for purchase, or a 30% discounted replacement unit specific to your model was offered, which is still available.
If you’d like to move forward, please don’t hesitate to contact us here:
https://support.sharkninja.com/contact-us
Kind regards,
Shark Home
Written by a customer while visiting sharkninja.com
Customer Rating
1
Started out great, now it's a piece of junk.
on April 4, 2024
Posted by: Nothappy
I've had this vacuum for less than a year. I loved it at first and for the past 4 months or so it's been problem after problem. It only partially cleans one room. It won't even go to the other end of my house unless I physically carry it there and make it stay and clean. Had a call with the specialists today and still doesn't work. Only now I can't even map my house to get started. It runs for 2 minutes and goes back to the dock. Tried calling back and they told me I have to wait until tomorrow for my follow up call. How can I have a follow up call when I can't even do anything with the vacuum? If they don't resolve this tomorrow I will never buy another product from Shark. I'm a loyal customer and always boast about them but after this we will see.
Response from sharkninja.comBy SharkNinja, April 4, 2024
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™ Self-Empty Robot Vacuum. Please reach out to our team by phone at 1-888-228-5531, 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™ Self-Empty Robot Vacuum. Please reach out to our team by phone at 1-888-228-5531, we'd be happy to look into this for you.
Kind regards,
Shark Clean
Written by a customer while visiting sharkninja.com