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
1
Not Good.
on October 17, 2025
Posted by: Srudy
Gender:Female
Worked well…. Sometimes. I made a claim when it was less than 2 years old. When following up, no one wanted to uphold the warranty. Therefore I’m stuck with a vacuum now that doesn’t work.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, October 18, 2025
Hi there,
Thank you for sharing your experience. We’re truly saddened to hear about the trouble you've had with your Matrix Plus robot vacuum. We understand how frustrating it is to face issues with a product you’ve invested in, especially when it’s still under warranty.
We’re disappointed to hear that your warranty claim wasn’t upheld, and we’d like to look into this further to see how we can help. Our goal is to ensure every customer feels supported and confident in their Shark products, and your feedback helps us improve both our service and product reliability.
Please reach out to our Customer Care team at 1-888-228-5531 with your claim details. We’d love the opportunity to review your case and explore a resolution.
Thank you again for bringing this to our attention, we’re here to help.
Warm regards,
Shark Clean US
Thank you for sharing your experience. We’re truly saddened to hear about the trouble you've had with your Matrix Plus robot vacuum. We understand how frustrating it is to face issues with a product you’ve invested in, especially when it’s still under warranty.
We’re disappointed to hear that your warranty claim wasn’t upheld, and we’d like to look into this further to see how we can help. Our goal is to ensure every customer feels supported and confident in their Shark products, and your feedback helps us improve both our service and product reliability.
Please reach out to our Customer Care team at 1-888-228-5531 with your claim details. We’d love the opportunity to review your case and explore a resolution.
Thank you again for bringing this to our attention, we’re here to help.
Warm regards,
Shark Clean US
Written by a customer while visiting sharkninja.com
Customer Rating
1
Not what I expected
on October 21, 2025
Posted by: Yoli
Gender:Female
Doesn't mop so well nor does it vacuum good .... the older one i had worked better!!!
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, October 22, 2025
Hi there,
Thank you for sharing your experience. We’re saddened to hear that the Shark Matrix Plus 2-in-1 hasn’t performed as well as your previous model. That’s certainly not the experience we want you to have, and we understand how disappointing it is when a product doesn’t meet expectations—especially when you've trusted Shark in the past.
We’d love the opportunity to help improve your experience. Please reach out to our Customer Care team by phone 1-888-228-5531 and we’ll do our best to assist you with troubleshooting or explore possible solutions.
Warm regards,
Shark Clean US
Thank you for sharing your experience. We’re saddened to hear that the Shark Matrix Plus 2-in-1 hasn’t performed as well as your previous model. That’s certainly not the experience we want you to have, and we understand how disappointing it is when a product doesn’t meet expectations—especially when you've trusted Shark in the past.
We’d love the opportunity to help improve your experience. Please reach out to our Customer Care team by phone 1-888-228-5531 and we’ll do our best to assist you with troubleshooting or explore possible solutions.
Warm regards,
Shark Clean US
Written by a customer while visiting sharkninja.com
Customer Rating
1
Love Shark, hate the robot mop... with a passion.
on November 5, 2025
Posted by: CWBY1229
from Jackson, Ga
Gender:Male
Terrible. This things doesn't mop well at all. We have dogs and they enter through the kitchen. When it is raining they track paw prints into the kitchen. We immediately run the Shark mop robot to clean them up but this things fails. The wet paw prints remain after the shark is done and I have to mop the floors by hand. This was a complete waste of money for us.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, November 7, 2025
Hello,
Thank you for taking the time to leave a review.
We understand our Robot has caused a lot of frustration, and we're here to help. Sounds like it might not be working as it should, and we'd like to ensure you are getting the most out of your Robot. Please reach out to our team by phone at 1-888-228-5531, we'd be happy to look into this for you.
Our team is available:
📞 Monday–Friday: 9 a.m. – 9 p.m. ET
📞 Saturday: 9 a.m. – 6 p.m. ET
Kind regards,
Shark Clean
Thank you for taking the time to leave a review.
We understand our Robot has caused a lot of frustration, and we're here to help. Sounds like it might not be working as it should, and we'd like to ensure you are getting the most out of your Robot. Please reach out to our team by phone at 1-888-228-5531, we'd be happy to look into this for you.
Our team is available:
📞 Monday–Friday: 9 a.m. – 9 p.m. ET
📞 Saturday: 9 a.m. – 6 p.m. ET
Kind regards,
Shark Clean
Written by a customer while visiting sharkninja.com
Customer Rating
1
Not worth the money
on November 9, 2025
Posted by: Lea Del
from CA
Gender:Female
I've had this mop for 1 year, 4 months. It leaves a trail of debris all over my floor. It tries to vacuum places it can't go, so it is continuously getting stuck. It was such an unfortunate waste of a lot of money.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, November 11, 2025
Hello there,
Thank you for taking the time to leave a review.
We're genuinely sorry to hear that the mop hasn't met your expectations. We understand how frustrating it can be when a product doesn't perform as intended, especially after a significant investment. Your feedback is incredibly valuable, and we’d love the opportunity to make this right.
We kindly invite you to reach out to our team via phone at 1-855-427-5127 for further assistance. Our hours of operation are Monday to Friday, 9:00 a.m. to 9:00 p.m. ET, and 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 genuinely sorry to hear that the mop hasn't met your expectations. We understand how frustrating it can be when a product doesn't perform as intended, especially after a significant investment. Your feedback is incredibly valuable, and we’d love the opportunity to make this right.
We kindly invite you to reach out to our team via phone at 1-855-427-5127 for further assistance. Our hours of operation are Monday to Friday, 9:00 a.m. to 9:00 p.m. ET, and 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
2
Not worth it
on November 19, 2022
Posted by: Mxholly
from West Palm Beach
Gender:Male
I had good expectations after I read the reviews and some YouTube videos. But in the reality this Robo Vacuum doesn't clean the area where is supposed to clean according to the map missing several spots. It doesn't identify the carpet, identify the area you trace in the map where supposed to be the carpet, so you wanna make sure measure well because it will follow what ever you target on the map. Editing the map looks easy until the app mixed up everything you did and make impossible to edit. So the only way is to Re mapping, waisting your time and effort, do it all over again. This vaccum might work better if your home is square without many furniture. Otherwise this ain't the Vacuum you're looking for.
No, I would not recommend this to a friend.
Response from sharkninja.comBy Shark Robotics, June 15, 2023
Hi there,
I'm sorry to hear about the experience you've had with the Robot so far.
If I could please ask you to give our customer service team a call so that they can assist with setting up the robot's carpet verification.
Please don't hesitate to get in touch and they will be happy to look into any queries you have. We're here to help!
https://support.sharkclean.com/hc/en-us/articles/4403101981714-Contact-Us
Kind Regards,
Shark Clean US
I'm sorry to hear about the experience you've had with the Robot so far.
If I could please ask you to give our customer service team a call so that they can assist with setting up the robot's carpet verification.
Please don't hesitate to get in touch and they will be happy to look into any queries you have. We're here to help!
https://support.sharkclean.com/hc/en-us/articles/4403101981714-Contact-Us
Kind Regards,
Shark Clean US
Written by a customer while visiting sharkninja.com
Customer Rating
1
Does Not Return to Dock
on August 4, 2023
Posted by: Mcdermottmar
I think mine is defective. It has never returned to dock on its own. It will vacuum my small 500 sq. ft. downstairs area for hours until the battery dies and I have to pick it up and put it back on the dock. “Extended Clean” is in the off position, it is not getting stuck anywhere, it’s just making 926464 passes of the same floor.
I guess it’s not that big of a deal to wait an hour or two and then have to press the dock button to send it back. But isn’t the point that it’s “smart”? That it takes care of itself? That it vacuums and then goes back to dock when it’s done?
Anyway, I don’t recommend this brand or model, especially not at this price point.
No, I would not recommend this to a friend.
Written by a customer while visiting sharkninja.com
Customer Rating
1
Not enough open space to operate
on December 31, 2022
Posted by: Sadly Disappointed
from Newport News, Va
Gender:Female
I bought this really cool vacuum after getting reviews from friends on roomba and sharks and researching pricing. I got the lifetime warranty which sounded great and I liked the self emptying feature and mopping. I get it today and when I open the box the setup says you need 3 ft on either side of the docking station and 5 ft clearance in front to operate. I have a 1300 sq ft house and no where do I have 5 ft clearance in front plus 7 ft clearance. I really wish this was advertised somewhere. I’m so disappointed and really wanted to love this product but now I have to box it up and send it back.
No, I would not recommend this to a friend.
Response from sharkninja.comBy Shark Robotics, June 15, 2023
Hi there,
Thank you for your review, your feedback is really appreciated.
I am sorry to hear you're not completely satisfied with this product, please know that your comments will be taken on board, and these will be fed back to the relevant parties here at Shark.
If you would like any assistance from our customer service team, please don't hesitate to get in touch and they will be happy to look into any queries you have.
https://support.sharkclean.com/hc/en-us/articles/4403101981714-Contact-Us
Kind regards,
Shark Clean US
Thank you for your review, your feedback is really appreciated.
I am sorry to hear you're not completely satisfied with this product, please know that your comments will be taken on board, and these will be fed back to the relevant parties here at Shark.
If you would like any assistance from our customer service team, please don't hesitate to get in touch and they will be happy to look into any queries you have.
https://support.sharkclean.com/hc/en-us/articles/4403101981714-Contact-Us
Kind regards,
Shark Clean US
Written by a customer while visiting sharkninja.com
Customer Rating
1
Loved Shark vacuum, hate the mop
on October 18, 2022
Posted by: GruU
from North Las Vegas
Gender:Female
I love my shark robot vacuum, so I expected the Shark Ion Robot to be really great. I was looking forward to have it mop and vacuum, but it goes a couple inches and keeps giving error messages! :( It skipped my dirty kitchen floor, mopped about one inch, then went to carpet and even though nothing was blocking, here it sits saying blocked. Ignored every dirty spot that needed mopped
No, I would not recommend this to a friend.
Response from sharkninja.comBy Shark Robotics, June 15, 2023
Hello there,
Thank you for leaving your feedback.
I'm sorry to hear about your current experience. However, it sounds like you need some help with carpet verification.
If I could please ask you to give us a call so we can help with that and get your robot mopping the kitchen floors again!
Please don't hesitate to get in touch we are here to help.
https://support.sharkclean.com/hc/en-us/articles/4403101981714-Contact-Us
Kind regards,
Shark Clean US
Thank you for leaving your feedback.
I'm sorry to hear about your current experience. However, it sounds like you need some help with carpet verification.
If I could please ask you to give us a call so we can help with that and get your robot mopping the kitchen floors again!
Please don't hesitate to get in touch we are here to help.
https://support.sharkclean.com/hc/en-us/articles/4403101981714-Contact-Us
Kind regards,
Shark Clean US
Written by a customer while visiting sharkninja.com