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
Poor service.
on December 28, 2023
Posted by: Shark
I received a Shark Vacuum for Christmas 2023. I can’t get connected to the app on my iPhone. I have received no support. Very poor service.
Written by a customer while visiting sharkninja.com
Customer Rating
1
TERRIBLE PRODUCT, READ THIS FIRST!!
on January 21, 2024
Posted by: Andre B.
from Honolulu, HI
Gender:Male
I bought this 2 months ago and had trouble just mapping my home in general. It cleans ok but doesn’t always pick up everything or get out small stains in floors. I tried to be optimistic and overlook those flaws and just put it to work more and use the matrix clean and that didn’t work. So at some point in the past week the side brush error code keeps coming up every 2 mins when I start the vacuum, resolve the error, restart and try again. It just has stopped working and won’t work with either mop or dry vacuum attachment now. So I give up and am going to get the Narwhal even though it’s more expensive I have a friend that recommended it and says it works way better and adjust to your house mapping. SO PLEASE READ THIS BEFORE BUYING!!!
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, March 21, 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™ Plus 2-in-1 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™ Plus 2-in-1 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
Customer Rating
3
Honest review
on February 7, 2024
Posted by: Anonymous
from Dallas TX
Gender:Female
I really want to love this product, and I do when it’s working but there are a couple issues, I’ve had mine about 2 months now, and I’ve had so many issues with it not connecting, always saying disconnected. And in the app there’s no way to reconnect it to wifi so if you start it over you have to remap every time. It gets lost all the time in the middle of a clean and can’t find it for days or weeks. Really really wanted to love 😢
Response from sharkninja.comBy SharkNinja, March 28, 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™ Plus 2-in-1 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™ Plus 2-in-1 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
Customer Rating
5
Shark 2n1 robot , love it
on March 28, 2024
Posted by: Bot 2n1
from Massachusetts
Gender:Male
Love my Shark robot 2n1, I amazed at how much dirt it picks up. Mopping feature is so cool and was fairly easy to set up, I do pick up like small scatter rugs but I have it set to avoid large are rugs. It works great and honestly it's so cool to watch it do its thing. Love my vacuum/mop robot, Highly recommended.
I would recommend this to a friend!
Written by a customer while visiting sharkninja.com
Customer Rating
4
on December 21, 2024
Posted by: Danny
from Florida
Gender:Male
I bought this a few months ago . It has been great but . As time goes on it is acting like it is drunk . It starts cleaning then just stops and starts spinning in place . Then takes off cleaning again . It keeps repeating this process . I have cleared the map and restarted from the beginning . Now it seams to just randomly going where ever it wants . It still stops and spins in place . It trys to trim with the right side but it has no brush on that side . I'm not sure what is left to try to correct the problem . I have made sure there is no alcohol it it's reach .
It randomly misses places and sometimes chases the cats . I don't know if a AA meeting will help I am about at my wits end .
Please help me
It randomly misses places and sometimes chases the cats . I don't know if a AA meeting will help I am about at my wits end .
Please help me
Written by a customer while visiting sharkninja.com
Customer Rating
3
So sad
on March 20, 2025
Posted by: Michelle
from Cochran, Georgia
Gender:Female
I totally loved this vacuum until about three weeks ago when it just quit working. I’ve went through all the trouble shooting steps and cleaning steps over the past couple of weeks and it still doesn’t work even after a factory reset. I was going to call support but I looked up the warranty info and it’s only good for a year which unfortunately for me was two weeks ago. Seems like a short warranty for such an expensive product. I’m a professional housekeeper and have been using and recommending Shark products since their existence without an issue until now. Im very sad.
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, March 31, 2025
Hello Michelle,
Thank you for taking the time to leave a review.
We're so sorry to hear that you’re having trouble with your Robot vacuum. 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 Robot vacuum. 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
5
General function
on September 29, 2025
Posted by: CHL12
Love it! Vacuums well. Matrix vacuum good for pet hair. Does reasonable job with mop as well. Great for single room or spot, as well as whole home.
Written by a customer while visiting sharkninja.com
Customer Rating
1
Waste Of Money Stops working at 1 year
on October 10, 2025
Posted by: Missy7
from Thompson Station Tennessee
Gender:Female
Dont waste your money. As soon as you hit 1 years this product will stop working! Was of money buy a Roomba which will last several years! I bought this as a friend recommended and his doesn’t work now either after the 1 year mark! It took me serval days to get it to make a proper remapping of the house and it has still yet to clean my home even with all the chairs up off the floor!!! It will move from the base about 2 feet and return sending me a report that the work was completed! I have followed all the troubleshooting advice and nothing has worked! I’m trashing this soon and never buying another shark robot!
No, I would not recommend this to a friend.
Response from sharkninja.comBy SharkNinja, October 14, 2025
Hi there,
Thank you for sharing your experience with the Matrix Plus 2-in-1 Self-Empty Robot. We're truly sorry to hear that you've been disappointed, and we understand how frustrating it must be when a product doesn’t perform as expected, especially after putting your trust in it.
We appreciate you trying the troubleshooting steps and are sorry they didn’t resolve the issue. This isn’t the experience we want for our customers, and we’d love the opportunity to make things right. Our Customer Service team is here to help and provide further support. Please reach out to our team by phone at 1-888-228-5531so we can assist you directly.
Thank you again for your feedback—it helps us improve and better serve you and others in the future.
Warm regards,
Shark Clean US
Thank you for sharing your experience with the Matrix Plus 2-in-1 Self-Empty Robot. We're truly sorry to hear that you've been disappointed, and we understand how frustrating it must be when a product doesn’t perform as expected, especially after putting your trust in it.
We appreciate you trying the troubleshooting steps and are sorry they didn’t resolve the issue. This isn’t the experience we want for our customers, and we’d love the opportunity to make things right. Our Customer Service team is here to help and provide further support. Please reach out to our team by phone at 1-888-228-5531so we can assist you directly.
Thank you again for your feedback—it helps us improve and better serve you and others in the future.
Warm regards,
Shark Clean US
Written by a customer while visiting sharkninja.com