Roborock Appliances

I’m extremely disappointed with Roborock’s customer service. After they wrote to me confirming that they would replace my damaged unit with a brand… Read more

new one within two weeks, they completely backtracked and failed to honor their word. It takes weeks to get a simple reply, and they’ve had my damaged Roborock for over four months now without any immediate action. Their replies are obviously AI-generated, extremely repetitive, and unhelpful. Their communication is misleading, and they do not stand by their promises. I expected far better integrity from a company like this. I would not trust them again

We bought this very expensive robot vacuum as the company went on about its advanced AI detection system. In the first week the vacuum got stuck in a… Read more

small drop recess it couldn’t get out of, sucked up multiple scrunchies and socks, got stuck on a clothes horse, on a side table and worst went over dog waste. I stopped using immediately and notified the company I purchase through who forwarded to tonics for a refund. They declined refund saying the amazing AI function only allows for large objects like shoes and furniture. Considering this machine costs $1200 I think bumping into furniture and changing direction and not sucking up shoes isn’t very advanced, if anything this is the equivalent of what a $300 vac can do and probably better. I asked for a call but only get no refund and we won’t assess for a fault unless you spend money to have it cleaned. Terrible customer service but even worse product.

Further to customer service, I submitted I was happy for mediation and robovac responded very fast asking who I purchased through and invoice number. I responded within 3 days. I didn't receive a response, and I messaged again a week later asking if they received information. Still no response. Mediation is 14 days; I have given them 3 weeks and no response just silence.

The best purchase I have made in a long long time. Saves heaps of time, easy to use even on my uneven slate floors. It is massively easy to clean and best of all my floors have never been cleaner. Great price too. Show details

This thing has basically changed my life. We didn't know what we were missing out on with a vacuum only model before; having it vac+mop every other… Read more

day (tiles and hardwood flooring, 2 cats) has been a major step up. The floors are literally always clean, even after we've been away.

The auto mop washing is awesome. Filling/emptying the tanks rolls around more often than I expected but I don't actually mind as it just reminds me how much cleaning it's done; I do suggest putting the dock somewhere near a bathroom so it's easy to top up and empty.

The vacuum + mop works better than expected, I kind of thought I'd have to vacuum *then* mop but it works well as one mode. Super happy with this purchase.

So far so good, you wouldn't know that it had been refurbished. Has worked really well so far and with regular cleaning out it seems to be going… Read more

well. It has got stuck a couple of times but that was more of a me issue making sure cables are kept off the ground. Really happy with the performance especially the mop.

Poor customer service. Ordered on 10th May but still not received. Unprofessional customer support. Will never recommend anyone to buy roborock. Show details

Pretty disappointed with my experience with Roborock Australia. I purchased a Roborock Q Revo directly from them for around $1,600 in Nov 2023. Not… Read more

long after the warranty period ended, the unit developed faults including water leakage and failure of the mop/water dispensing system.

I contacted support only shortly outside warranty and have spent months going back and forth doing troubleshooting, sending videos, and even involving Consumer Affairs Victoria. Despite this, Roborock keeps responding with “the product is out of warranty” rather than properly addressing Australian Consumer Law obligations around reasonable durability and acceptable quality for a premium appliance.

Their latest “offer” was simply waiving a $90 diagnostic fee.

I understand warranties expire, but ACL rights don’t automatically disappear the moment a warranty ends — especially for expensive products that should reasonably last longer.

Just sharing my experience for anyone considering the brand.

Easy set up, mop works a treat. So many things to be happy with BUT it cannot move between tiles and carpet!! The only reason I bought this machine… Read more

was for this purpose. I love my iRobot Roomba immensely, but it doesn’t mop and my girlfriend recommended this brand - even though she has the issue I am facing on an older model. We agreed that surely it would be better by now … nope.

I purchased the **Roborock Saros 10R** expecting a premium product, but this has turned into a 4-month dispute with Roborock. The first unit became… Read more

faulty shortly after minimal use. The replacement they sent was also faulty. After reporting this again, I was offered a third unit—but it was refurbished, not brand new, despite already receiving two defective products.

Under **Australian Consumer Law**, a product must be of acceptable quality, and when there is a major failure, the consumer has the right to choose a refund or replacement. In this case, receiving multiple faulty units clearly constitutes a major failure.

Despite this, Roborock repeatedly refused my refund requests. It was only after I contacted NSW Fair Trading and lodged a formal complaint that they suddenly offered to send a brand-new replacement. By that stage, I had completely lost confidence in both the product and the company.

I made it clear that I no longer trust this model and requested either a refund or a replacement with a newer model. Both requests were rejected.

After months of being ignored, going in circles, and having to chase responses, I have now escalated the matter to the NSW Civil and Administrative Tribunal.

This experience shows a clear disregard for consumer rights and a failure to comply with obligations under Australian Consumer Law. The issue is not just the faulty products, but the way the situation has been handled—delays, refusal to take responsibility, and forcing the customer to escalate the matter just to seek a fair outcome.

I would strongly caution anyone considering purchasing from this company.

Customer service and product reliability is below zero. My new qrevo curv stopped heating water after first few rounds and once sent for repair, the… Read more

customer service is disgusting. It's been more than 2 months now and still no estimated repair date. Apparently they don't have their heating part in stock and no temporary replacement is provided until God knows for how long. Maybe that's their strategy to outdate the warranty period and poor after sales service.

Writing this review on Roborock as a company given my model is now unavailable. The reviews on performance are correct, this is a good vacuum,… Read more

HOWEVER! My machine is 3.5 years old, I’ve been trying to order basic filters and brushes as recommended on the app when due for replacement and can’t get them anymore! After months or trying through both Kogan and Roborock directly, I’m told they no longer have parts for my vacuum because it’s such an old model! My machine is fine other than requiring basic maintenance parts, but apparently no useless as they don’t carry parts for a reasonable timeframe as required by basic consumer law rendering my machine useless! Buyer beware! My next robot vacuum will definitely NOT be Roborock as I can’t afford to replace every 3 years which appears to be what they expect you to do. So disappointed with them after being quite satisfied till now with the vacuum itself.

We replaced our cheap Xiaomi Mi vacuum once it finally gave up after many years and never skipping a beat, with the Roborock q5 pro, after reading… Read more

many hours of reviews. Big mistake. This vacuum has rarely worked properly for us. It has only emptied fully, a handful of times in the time we have owned it. The remaining times it is blocked or simply doesn’t empty for one reason or another. Now we have a lidar/turret error (second time!) which won’t go away, and we can’t fix, so once again it is not working. Don’t believe the reviews. This is absolute rubbish. I feel ripped off and angry at myself for believing the hype. I expected better from Roborock at this price, given its almost 3x what we paid for our previous robot vacuum.

Worst Customer Service Experience I've Ever Had I had the absolute worst customer service experience with this company. My robot was held for five… Read more

months due to their incompetence and poor communication. The initial repair process was a nightmare: • They took three months just to send the AusPost label for the assessment. • I was initially told the repair was covered under warranty, only to be told later that it was not. • They erroneously claimed my warranty period had finished and quoted a repair cost of around $600. This was demonstrably their fault on paper. To top it all off, I had to pay the delivery cost myself just to get the unrepaired robot back. The only silver lining is that I had an extended warranty through Harvey Norman, and I luckily got a full refund from them. I strongly advise against dealing with this company based on their incredibly poor service, lack of accountability, and deceptive communication.

Been using this model for almost 3 years! super happy with it, easy to navigate and program. Just today I am buying some replacement as mop and… Read more

filter that of course they need to be replace for so much used in my entire house. I got 2 dogs and 2 cats, and no dirt on my floors!!

Brilliant product, so much more reliable than some of the competitors. Have owned it for one year and haven't had any issues! Show details

⚠️ these robots are not too bad in terms of cleaning, however when they break down, it’s an absolute nightmare! ROBOROCK customer service is one of… Read more

the worst. They are incompetent and I would rate their communication 0/10 ROBOROCK requests the broken goods to be posted to them. They will not notify you at any stage, so you will be in the dark during the repair process. You won’t even know if they have received the goods! After a few weeks, when your robot is returned, you will find that the exact same problem still persists. The repair was an absolute waste of time. The second time around, they can’t even manage to send the right Aus post repair labels. It has been 2 weeks and I am still waiting for them to send me the correct post return labels And don’t even think about asking for a refund, oh my god

I bought this wet dry vacuum as a replacement for my Hizero, and was initially interested due to its self cleaning capability and what seemed to be a… Read more

bevvy of good reviews. As another reviewer has pointed out, it's practically useless as a vacuum and it barely works as a mop. It can barely pick up anything but the tiniest crumbs. You might as well buy a cheap broom and mop. I have tried for almost a year on both tile and wood floors, and this is just a farcicial cleaner. Waste of money, and I wish I had stuck with another Hizero.

Perfect – Superb. Quiet. Good battery life and custom zone and room setup is sp handy

I purchased the Roborock Q10v Plus last August, and when it actually functions properly, it is a fantastic vacuum. The suction is great, it cleans… Read more

the floors very well, and the auto-empty dock works flawlessly to suck all the dirt out of the vacuum and into the bag inside. When it wants to work, it is an excellent, convenient machine.

​Unfortunately, it has now failed twice within the first 10 months. It recently spent a full month away for repairs, only to return with a cascade of erratic anomalies that completely defeat the purpose of a hands-free robot vacuum.

​The current issues include:

​Major Docking & Navigation Failures: After a cleaning cycle, it rarely makes it back to the base. It regularly shuts down either 10 meters away from the dock or completely runs out of battery 50 meters away in random parts of the house, requiring me to manually carry it back. ​Ghost Operations: It randomly launches itself off the dock after a finished cycle, wanders into different rooms aimlessly, gets lost, and cannot find its way home. ​Severe Battery & Charging Faults: It refuses to charge automatically when the battery is low. I have to manually stop and start the machine repeatedly just to kick-start the charging process. Furthermore, if you walk anywhere near the vacuum, it randomly and repeatedly announces "Charging."

​It is a real shame because the cleaning power and self-emptying station are excellent, but having to constantly babysit it, hunt for it in random rooms, and manually force it to charge ruins the entire experience. Hoping the next repair or replacement finally fixes this for good.

I’m giving this product 1 star, and honestly, that’s being generous. The unit itself already failed basic expectations — after just 3 days of use,… Read more

it lost one of its brushes. On top of that, it struggles badly on higher-density carpets or anything with a taller pile, barely sweeping properly. For a product in this price range, that’s unacceptable.

But the real reason for this review is the customer service — or lack of it.

I reported the issue on 24/04/2026. Today is 06/05/2026, and I still don’t even have a case number. Communication has been extremely frustrating: poor English, slow responses, and a complete lack of urgency or willingness to help.

After 5 days of waiting, they offered to send a replacement brush — which completely misses the point when a product fails within the first week. Only after I pushed back and pointed out consumer rights did they finally agree to replace the unit. But even then, another 5 days passed, and still no case number, no return label, no clear instructions — nothing.

I’ve asked to speak with a manager three times. No one has called me back. I also requested a refund, and they simply said they can’t do it.

At this point, I’m still waiting for a proper response.

The product might be decent when it works, but if anything goes wrong, you’re on your own. Customer service is extremely poor — slow, disorganized, and unhelpful.

I will not be buying from this company again. Even if their products improve, their support is simply not good enough. Proceed with caution — and hope you never need assistance.

Terrible. It has broken after 3months. I sent the device to roborock service center. Its been more than A MONTH+ and the status is "Waiting for the… Read more

part" and dont know when it will arrive. Since its a cheap brand, they dont even refund or sent new product. Stay away from this brand.

Stay away from roborock! If I can give 0 stars I would. Their customer service sucks. I got this and 15 months in the battery got busted. Because it… Read more

was just outside the warranty period, how convenient is that? Most companies I deal with this similar issue would just cover it anyways as its just outside the warranty period but not this one. They refused to cover the repair and shipping, after back and forth they offered to only cover the labour and freight of return and I'd need to pay for the assessment, spare parts and freight to send it back to me. After reading reviews about people not getting their unit back I decided to play it safe and asked to buy a replacement battery instead. 1 month later and still waiting for them to send me an invoice so I can pay and get the battery but now I'm doubting they will even send the battery after I pay it! Customer service saying they are waiting for sales team to generate the invoice, totally ridiculous and waste of money, $600 down the drain just like that with no resolution.

As for the product it was very convenient to mop and vacuum at the same time but self clean was not great and the drying was just a fan and did not get the job done so you will need to wash the rollers everytime you use it. Battery was not enough to clean my double story house in one charge. I was unable to buy the replacement battery anywhere online in Australia either.

Updated: finally got the invoice for the battery from their third party repair centre and it was shipped out to me promptly. We were right, it was a busted battery so the mop is working again. A but disappointing that the battery only lasted for a year and we weren't using it that often either! The battery wasn't cheap and I think if it busts again I'm better off just buying a new mop unit elsewhere. Will not be buying from roborock again.

We’ve got mainly polished wooden floorboards plus 3 dogs and 2 cats, so hair and dust are constant. This Q7T+ has been a total game changer. Setup… Read more

was easy and the mapping is honestly amazing. It mapped our whole 3-bedroom house quickly and accurately, and now I use scheduled cleans, room-by-room cleaning, and the auto-empty dock every day. It’s basically set and forget.

Suction is strong, it navigates perfectly around furniture, and it gets under things our old vacuum never could. Pet hair is no problem at all. The app is simple to use and lets me target specific rooms or zones whenever I want.

This is WAY better than my old iRobot Roomba. Quieter, smarter, and far more efficient.

If you’ve got pets and timber floors, I can’t recommend this enough. Best vacuum purchase we’ve made.

Very short battery life. Gets lost easily. Loses the map of the house. Can't find its dock. The older roborock S6 was lot better Show details

The suction when it works is only decent when set to high. The low and medium settings are inadequate. The high suction stopped working within 5… Read more

months and had to be sent for fan replacement repair. It lasted 6 more months and the problem has reoccurred (see video). The suction stays on momentarily then it dies despite the battery being fully charged. Have requested a refund as I am not confident the product will continue to work beyond the 12 month warranty period. Roborock then informs me they only allow refunds within 30 days of purchase which is not in line with Australian Consumer laws where if a product fails to be of acceptable quality or fit for purpose after a repair attempt then it is considered to have a major failure and the consumer has the right to get a full refund. Roborock then deflected the issue by sending me a replacement part that I didn't ask for and claimed is new. When it arrived the dustbin was filthy (see the photos) which suggests it was a refurbished unit. Not surprisingly this model appears to have lasted on the market for only 1 year and is no longer available. I am disappointed in the product and the way they handle warranty returns.

For the Product, I will say the product is doing best and it has made our life easy, BUT LET ME TELL YOU THIS, if you are getting any ROBOROCK… Read more

product beaware that after sales service is a nighmare, when I attempt to contact them they response after 4-5 days, plus there is no calling service whenever I call them the automated machine says they are busy attending other callers, its pure nightmare, they sent me the return label stating any damage will be customers responsibility, I dont have the original box or nothing, instead it should be picked I think, I am facing the issue with mop lift motor, and its damaging my carpet