13 reviews
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roborock was great but the after service is NON existant. We have been waiting for three months for our roborock to be repaired. All AI generated messages, no help despite calls to their customer service and no idea when it will be returned. Will not buy a roborock ever again thanks to this terrible experience.
I previously owned the Roborock S7, which is far superior to this Saros 20. It does not clean properly, and I am constantly getting error codes. The current issue is Error 13, which I have not been able to resolve for the past month. I sent an email to Roborock support since I purchased the vacuum directly from their online store, but I have received no response to the last 3 emails I have sent .even attaching the video. Complete waste of money. Show details
Fourth Roborock machine, including the latest Saros 20, and still faulty – refund refused This is now my fourth Roborock machine, and I have completely lost trust in this company. My experience has been incredibly frustrating, and I am disappointed with how this entire situation has been handled. Previously, I waited over two months for a… Read more
replacement, (saros 10R) only to receive a machine that was faulty from its very first use. I later discovered that the replacement was refurbished, which had not been disclosed to me or agreed to beforehand. My previous requests for a refund did not result in a satisfactory resolution.
After I submitted my review online, Roborock contacted me and offered me its latest model, as that was one my request after they refused to refund my money the Saros 20. I accepted in good faith, hoping this would finally resolve the ongoing problems. Unfortunately, I started experiencing issues from day one.
The side brush was not extending properly, and there were problems with the mapping of my house. I repeatedly provided videos demonstrating these issues, but Roborock kept telling me there was nothing abnormal with the mapping. Regarding the side brush, it would only extend occasionally, and the issue was never properly resolved.
The machine was sent to me in late June, i have contacted regarding the mapping adter 2 weeks and about the side brush and by August I had stopped messaging Roborock because we were going around in circles and getting nowhere. I was exhausted from repeatedly explaining the same problems and providing evidence without receiving a satisfactory resolution.
Now, the machine has developed even more serious faults. The machine does not mop at all. It leaves my floors dirty, misses spots and leaves rubbish behind. The side brush does not extend properly, and even the vacuuming performance is unsatisfactory. The machine has also displayed Error 54 relating to the mop. Despite being their latest model, it is failing to perform the basic functions it was purchased for.
I have tried multiple times to send videos demonstrating the faults, but they have repeatedly failed to go through. I have already spent far too much time troubleshooting, reporting problems, providing evidence and dealing with replacements. I should not have to keep fighting to get a product to work as advertised.
What makes this situation even more frustrating is that Roborock continues to tell me that it will not refund me and that it wants to repair the machine instead. I do not want another repair, only for the machine to develop faults again. After everything I have experienced, I no longer trust this company to provide a reliable product or a lasting solution.
I also want to make something very clear: I am not here to receive vacuum cleaners, test them in my home and report back on how they function. These machines were not given to me for free. I paid my hard-earned money for them, and I work hard for that money. I purchased a product that was supposed to make my life easier, not leave me spending countless hours troubleshooting, sending videos, chasing support and dealing with one faulty machine after another.
I have given Roborock multiple opportunities to resolve this matter. I even accepted its latest model in good faith, yet I am now experiencing the same problems and additional faults. This entire experience has been absolutely ridiculous.
Under Australian Consumer Law, consumers have rights and remedies when goods fail to meet consumer guarantees. Depending on the nature and severity of the failure, these remedies may include a refund. Repeatedly offering a repair does not automatically resolve a consumer's entitlement to a refund.
Unfortunately, I am now dealing with yet another machine that does not function as it should.
With my latest brand-new machine, the mop pad keeps falling off, and the mop pads are not spinning properly during cleaning. The machine stops mopping through the cycle and continues vacuuming only it only does the edges of the rooms sometimes even when set to vacuum and mop mode. It repeatedly displays Error 54 relating to the mop, leaves my floors dirty and covered in marks, and the brush fails to extend into corners. It also lifts the mop pads in areas where it should be cleaning, meaning mostly my entire room sections of my floors are not mopped at all.
I have tried multiple times to send videos demonstrating these faults, but the videos have repeatedly failed to go through. I have already spent far too much time troubleshooting, reporting faults, dealing with replacements and trying to get a satisfactory resolution for a product that should work properly.
After this entire experience, my patience has run out. Having gone through four machines and repeatedly experienced problems, I no longer have confidence in Roborock or its products.
I do not want another replacement. I want a full refund. I should not have to keep accepting replacements and spending my time dealing with ongoing faults for a product that has failed to perform as expected. This issue has been going on for a year or more since my first Roborock 10R
Based on my experience, I would seriously reconsider purchasing from Roborock again. I hope the company takes responsibility for these repeated failures and provides a fair resolution to my refund request.
Dear Customer, first of all, we sincerely apologize for… Read more (+1 reply)
Bought in June and set up did one clean then I went away on holiday. Came back and cleaned and noticed odd behaviour of this Saros 20., After individual room cleaning it would go and clean the dining room again ,and could not be stopped.It was obsessed with repeatedly cleaning this space. I had it set to mop and vac and it then mopped my… Read more
carpets and rugs. I have previously had 2 Dreame models,both could mop and vac and lift the mops on the rug or carpet.They were never wet.They could distinguish between a rug and a wood floor. Roborock now claim this is not the case. It can not go on a carpet on mop and vac without mopping it apparently. This was not explained clearly by the retailer.I did ask as I use the function frequently. It will not go under low cupboards as advertised,I asked specifically about this function again,,Roborock will not discuss this at all. They are putting out false misinformation and misleading advertising in order to get sales. It then failed to connect to wifi repeatedly.All other devices in the house were connected no problem. Then the dock light went out and failed to charge the robot. I tested the socket and plugged the Dock in elsewhere.Same problem. It was returned and sent to Roborock who claim it turned on first time and works perfectly. What can I say. I have deep reservations about what ihas gone on in this company,other people also witnessed the device fail.They are trying to make us look as if we made it up both the retailer and Roborock,so what has really happened.? How does it miraculously work when it gets to their workshop without needing any repair and turns on first time and then works perfectly. Do not buy Roborock, Dreame have their faults ,I have had 2 of their models,but it makes them look like gold medal after trying to deal with Roborock.They never answer their phone and obviously believe in miracles. Why do they think someone would send an item back to them and go for over a month without a device just for the sake of it. They are impossible to contact except by email. If they are so confident about their product then maybe they can come to my house and show me all these features that they claim and explain the faults because they are inferring that the claims of not functioning have been made up. I am very suspicious of this companies tactics.It simply does not add up,and the Harvey Norman store is very unhelpful. The consumer protection laws for retail are very poor in Australia,there is very little the customer can do once they have handed over their money.
Hi thank you for your feedback. To assist further and… Read more (+1 reply)
Seems to get stuck a lot. Not sure if any better than the last one which broke down too often. I just hope I don't have to deal with support, that was terrible on the last unit and repairs were expensive, more than the cost of a new unit, but they didn't tell me that at the time. Show details
That’s not the level of service we want to provide, and… Read more (+1 reply)
★★★★★ Brilliant – Five Stars I’ve had my Roborock Saros 20 for just 24 hours and I’m incredibly impressed. My living room, kitchen and TV room have never looked cleaner! It’s quiet, powerful, gets right into corners and the mopping is excellent. The dock does everything — empties the vacuum, washes and heats the mops, then sends it back out to… Read more
continue cleaning.
My only criticism is that the $49 cleaning concentrate isn’t included or clearly mentioned when purchasing. That should be more upfront.
Otherwise, absolutely brilliant. Five stars!
We bought this to help keep on top of the challenges of keeping a large house clean with a busy lifestyle that comes with a young family. Still getting to grips with the programs, but seems to do a great job. Show details
Ordering Spare Consumables Found the process easy to use and also easy to locate the parts Show details
Great robot vacuum! It cleans very well, is easy to use, and saves me a lot of time. Highly recommended.
Great robot, powerful and smart. Easy to use and program Show details
My first robot vacuum. As I was finding it harder to even use my stick vacuum & then mop without having back pain, I decided to try the Saros 20 after much research. As I am in my 70’s I was amazed as to how easy it was to set up. I have two cattle dogs that come in as they please, and the hair they dropped each day was getting me down. This… Read more
machine has changed my life. It vacuums & mops, the tiles and does a better job than me around chair legs. I can’t speak highly enough of it.
so far so good. The app and robot worked very well.
I am so impressed with my new Robot vacuum and mop. We have two golden retrievers. A previous Robot vacuum (different brand) could not cope with the dog hair. It was forever leaving clumps of dog hair on the floor and I had to manually remove hair from the machine twice per vacuum cycle. This one handles it without any trouble at all. It does a… Read more
wonderful job of both vacuuming and moping the floor. It is super easy to clean and maintain. I highly recommend this machine.
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