Customer reviews from sharkninja.com
Shark - Matrix Plus 2-in-1 Robot Vacuum & Mop with Sonic Mopping, Matrix Clean, Home Mapping, HEPA Bagless Self Empty, WiFi - Black
Average customer rating
4
(726 Reviews)
Rating breakdown 726 reviews
5 Stars
418
4 Stars
123
3 Stars
58
2 Stars
50
1 Star
77
78%of customers recommend this product.
(
446 out of
575)
Customer Reviews for Shark - Matrix Plus 2-in-1 Robot Vacuum & Mop with Sonic Mopping, Matrix Clean, Home Mapping, HEPA Bagless Self Empty, WiFi - Black
Customer Rating
2
Eh
on June 17, 2025
Posted by: Zoey
from Riverview, FL
Gender:Female
Bought this item about a month ago. Kind of regret it because when you select certain rooms the robot will still clean areas not selected which can be a problem when there’s objects not meant to be suctioned in those spots. It has frequent errors, dust bin doesn’t empty fully, and just overall the battery life-suction ratio makes this item not worth it to me.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, June 18, 2025
Hello Zoey,
Thank you for taking the time to leave a review.
We're so sorry to hear that you’re having trouble with the mapping feature for your Shark Robot. 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 the mapping feature for your Shark Robot. 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
3
Great on Floors, Terrible at Survival Instincts
on July 9, 2025
Posted by: ChrisKW
from Jersey City, NJ
Gender:Male
Mixed Review – Needs a Firmware Therapist
I live in a pre-war factory-style condo with drop-down window wells and slightly uneven floors — and this vacuum is… confused, to say the least.
I live in a pre-war factory-style condo with drop-down window wells and slightly uneven floors — and this vacuum is… confused, to say the least.
First, let’s talk about the Shark. It is not, in fact, a shark. It’s more like a well-meaning but slightly lost pet. We’ve woken up multiple times genuinely thinking someone had broken into the apartment because of the strange, erratic movement and bumping around it does in the middle of the night. It’s oddly terrifying.
Second — the “cliff sensor” clearly doesn’t understand cliffs. We have deep-set drop-down windows, and rather than sensing the ledge, this thing will hurl itself off like it’s reenacting a tech version of Thelma & Louise. I’ve witnessed what I can only describe as near-sharkacide on a daily basis. Even more baffling, it avoids harmless objects like a letter or shoe… but not an actual drop.
That said, I have to give credit where it’s due: when it’s on a flat, level, wood floor? This thing is magic. It’s shockingly thorough, doesn’t miss a spot, and the suction power is very effective. For anyone living on one level with minimal weird architectural features, it’s a dream.
But for anyone with a slightly funky floor plan or, you know, windows from 1905? Proceed with caution. Or invest in bumpers and a babysitter.
I would recommend this to a friend!
Response from sharkninja.comBy SharkNinja, July 10, 2025
Hello Chris,
Thank you for taking the time to leave a review.
We're so sorry to hear that you were having trouble with your Shark Matrix Plus 2-in-1 Robot Vacuum & Mop. We will absolutely share your feedback with the relevant teams for consideration on future products.
If you need any further assistance with your product, please don’t hesitate to reach out to our team at 1-855-427-5127.
Kind regards,
Shark Clean
Thank you for taking the time to leave a review.
We're so sorry to hear that you were having trouble with your Shark Matrix Plus 2-in-1 Robot Vacuum & Mop. We will absolutely share your feedback with the relevant teams for consideration on future products.
If you need any further assistance with your product, please don’t hesitate to reach out to our team at 1-855-427-5127.
Kind regards,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
1
Bad
on August 7, 2025
Posted by: Marcel
from Texas
Gender:Male
How is it possible that in less than a year. The vacuum cleaner stopped working. And ask me to change some sensors that they don't provide you with. I sent countless emails and I haven't had a response.
Response from sharkninja.comBy SharkNinja, August 8, 2025
Hello Marcel,
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 not working. 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 not working. 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
Customer Rating
1
Junk
on August 10, 2025
Posted by: Turner
from sc
Gender:Male
Love the vacuum when it works. But it works maybe 5% of the time it runs. I have had now 4 robots and still having the same issue. Calling in to talk for a hour for them to to tell me to delete my map re map or spin the side brush 10 times. thats not a fix for anything. But now i will be calling back once again cause i was just sent a brand new unit and it has not lasted 1 week before it started having issues. When the vacuum can not vacuum your house its junk. And the newest one i got sounds like it trying to come apart. Wish i had went with another company.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, August 11, 2025
Hello Turner,
Thank you for taking the time to leave a review.
We're so sorry to hear that you’re constantly having the same issue with your Shark Matrix. 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,
Ninja Kitchen
Thank you for taking the time to leave a review.
We're so sorry to hear that you’re constantly having the same issue with your Shark Matrix. 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,
Ninja Kitchen
Written by a customer while visiting sharkninja.com
Customer Rating
3
It ate poop! Forgot its map.
on August 15, 2025
Posted by: Dan1950
from Madison, FL
Gender:Male
I loved my Matrix Robot vac and mop. Until a couple days ago. It forgot the no go zones and ran right over a puppy pad that was soiled! Literally it ate the poop. The vac is 2 years old and has a 3 year VIP warranty that I’ll not even try to get Shark to honor in spite of the vac forgetting the map. My robot destroyed itself. By itself. I had no idea that it would forget its map. It was running a scheduled run and I came home to a bigger mess than what I had when it started! I’m really not really happy with this. I loved my Shark but I’m now searching for another robot vac. I may buy another Shark but I may not. The vacuum power is low compared to other brands.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, August 15, 2025
Hello Dan1950,
Thank you for taking the time to leave a review.
We’re truly sorry to hear about the trouble with your Matrix Robot Vac & Mop. It’s incredibly frustrating that it forgot the no-go zones and ran over a soiled puppy pad during a scheduled run—especially since it had been working reliably for two years. We understand how upsetting it is to come home to a bigger mess, and we appreciate you sharing this experience. If you need any further assistance with your product, please don’t hesitate to out to our team at 1-888-228-553. We are open from Monday to Friday, 9:00 a.m. to 9:00 p.m. ET, as well as on Saturday from 9:00 a.m. to 6:00 p.m. ET.
Kind regards,
Shark Clean
Thank you for taking the time to leave a review.
We’re truly sorry to hear about the trouble with your Matrix Robot Vac & Mop. It’s incredibly frustrating that it forgot the no-go zones and ran over a soiled puppy pad during a scheduled run—especially since it had been working reliably for two years. We understand how upsetting it is to come home to a bigger mess, and we appreciate you sharing this experience. If you need any further assistance with your product, please don’t hesitate to out to our team at 1-888-228-553. We are open from Monday to Friday, 9:00 a.m. to 9:00 p.m. ET, as well as on Saturday from 9:00 a.m. to 6:00 p.m. ET.
Kind regards,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
4
Decent.
on August 25, 2025
Posted by: Bruce
from Rockwall, Texas
Gender:Male
Not as good as I hoped but great for keeping dog hair at bay. Biggest issue is finding replacement parts. Little to none. Model number on vac is different than model number on the box.
Written by a customer while visiting sharkninja.com
Customer Rating
1
Don't buy this vacuum robot.
on September 17, 2025
Posted by: Charlie
from Washington
Gender:Female
The Shark app is the worst. It is very disappointing to use. If the app log you out, you have to set the app all over again. Time-consuming.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, September 23, 2025
Hello Charlie, Thank you for taking the time to leave a review. We're so sorry to hear that you’ve had such a frustrating experience, especially with being logged out and having to set everything up again. We understand how time-consuming and disappointing that can be. 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
this for you. Kind regards, Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
1
Disappointed
on October 13, 2025
Posted by: Emmanuella
Gender:Female
It is suppose to be smart but half of the time it is unable to find the base or goes off in rooms that were not selected for cleaning. The vacuum to app connection is random, not connecting 3/4 times I need to run it. The schedule clean is basic. It has no high traffic option or doesn’t allow
you to select specific areas to
schedule clean
you to select specific areas to
schedule clean
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, October 16, 2025
Hi Emmanuella,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the challenges you’ve experienced with your Matrix Plus Robot. This isn’t the seamless, smart cleaning experience we strive to deliver, and we understand how frustrating it can be when expectations aren’t met. Our team is constantly working to improve both the app and device performance, and your insights are incredibly valuable in helping us do that. Please reach out to our Customer Support team at 1-888-228-5531 so we can assist you further and explore possible solutions.
Thank you again for your honest review, we’re here to help and hope to turn your experience around.
Warm regards,
Shark Clean US
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the challenges you’ve experienced with your Matrix Plus Robot. This isn’t the seamless, smart cleaning experience we strive to deliver, and we understand how frustrating it can be when expectations aren’t met. Our team is constantly working to improve both the app and device performance, and your insights are incredibly valuable in helping us do that. Please reach out to our Customer Support team at 1-888-228-5531 so we can assist you further and explore possible solutions.
Thank you again for your honest review, we’re here to help and hope to turn your experience around.
Warm regards,
Shark Clean US
Written by a customer while visiting sharkninja.com