Ecovacs Reviews 1,474

4 weeks and 26 emails deep there is still no resolution offered by EcoVac Robotics for their faulty Omni T20 that has been out of action for 3 months.
We have tried all their recommended diagnostic actions, now we’re being told it’s out of warranty, even though our receipt shows there is another 5 months left.
Customer service simply offers apologies and a free brush for the inconvenience, whilst waiting for a response from escalation points.
I sense their hope is the consumer ultimately gives up and pays for a repair or feels a sense of responsibility for the failures experienced and goes away silently.

I am extremely disappointed with ECOVACS. My Deebot N10 started showing a persistent driving wheel fault just as it was approaching the end of its 2-year warranty.
​What followed was a complete nightmare. I reported the issue on August 5th (warranty expires August 29th), and the unit was sent for repair THREE SEPARATE TIMES (Refs: 01962093, 02116002, and 02831049). Each time, the robot was returned with the exact same defect.
​Now, after three failed repair attempts, ECOVACS is refusing to help, claiming the warranty has expired—ignoring the fact that the fault was reported while active and they simply failed to fix it. This is a clear breach of the UK Consumer Rights Act 2015.
​The product lacks durability, and the technical support is incompetent. They wait for your warranty to run out instead of fixing the machine. Avoid this brand at all costs!

I am genuinely shocked by how terrible my experience with Ecovacs UK has been. The device was brand new and used only a handful of times before it started having issues. I sent it in to be checked, expecting a simple fix. Instead, what I received back was absolutely unacceptable.

The station came back scratched, dirty, covered in permanent marks and with broken corners. It was in far worse condition than when I sent it and this was supposed to be a repair carried out by the manufacturer. Seeing a high‑priced item returned in such a state was honestly heartbreaking.

What followed was even more frustrating. I exchanged over 25 emails with their customer service, and every interaction was as unhelpful as the last. No accountability, no real solutions and no urgency. Just generic replies and a complete lack of responsibility for the damage they caused. They eventually offered to send it back again to the same "repair" centre ....that damaged the deebot in the first place.

At that point, I gave up on them entirely and turned to Amazon’s customer service, which was the complete opposite, fast, efficient and genuinely helpful. They immediately arranged a refund and collected the item without any hassle. Amazon was 5‑star. Ecovacs was an absolute nightmare.

Given the faulty product, the shocking condition it was returned in, and the appalling after‑sales care, I can confidently say I 100% would not recommend Ecovacs to anyone. Save yourself the stress, choose a brand that actually respects its customers and stands behind its products. Something Ecovas failed to do!

I have a Ecovac Deebot U2, within 18months I've had to exchange the machine twice due to faulty components. Now machine number 3 has broken and Ecovacs refuses to remedy their faulty product. Even though they claim the warranty runs from the date of original purchase they are unable to provide any proof in writing of this. They are also perfectly happy with their products breaking with 1 year of purchase. Calling the customer service line is pointless. You get a operator that can only follow a script, with no viable solution or option to speak to a supervisor/manager that can actually help.

To sum up: you have a bad built product with even worse customer care.

Had issues from the start, robot recently had fatal mopping head error, station constantly has water in it and not draining. Was asked to send back. Sent both back - four weeks - no updates - rang them - they don’t know where the robot is. Going down the legal channel now. Besides that experience though, the robot (once you have mapped appropriately and fine tuned the settings) does a great job. It cleans itself, you have a lot of flexibility with the settings. You have to mop and vac yourself every two weeks as it doesn’t get into corners - but a machine never really does the same job as a human right? They have lost a $2,300 robot (yes, I have delivery receipts), my model is the X5 Pro Omni - $2,335. Now X5 Pro Omni is around the $900 mark, the X5 Omni remains around the $2,000 mark. What robot do I have? Even the courier didn’t give me a delivery notification, they left it out the front in the street on a 33 degree day (has happened before apparently). I have asked for a new machine - Xmas is around the corner which means it will away for 2 months. Issues started Oct 24 and have had intermittent issues till early November 25. Robot is still missing.

No Service , Accessories what shown are not supplied , post ordering also , wrong accessories set is sent ...complete waste of money

Absolutely let down by this brand. After having a Roborock for ten flawless years, this Ecovac is a $1700 AUD piece of ewaste. Never again will I buy ecovacs.

Support email address on website appears not to be active. This company doesn’t want to talk to its customers.

Horrible sent them my t30 omni ecovacs for battery replacement as it was working but die battery easily after one and half hr they took it six weeks they sent it faulty completely not cleaning i sent it back to them again as it came from their repair not working keep saying charging and its 14% not charging
At all for 24hr and showing faulty messages so when they took it second time promised replacement which never arrived as they withdraw this and said there is animal urine on device which void warranty such alie this is since September 2025

the procedure explanation very remarkable

Bon contact avec le service clients. Solution trouvée

This is the review I was asked to post on their website, I tried to post it and it kept rejecting it, I can only assume they're rejecting honest and negative reviews:

Ecovacs actually invited me to leave this review for the X11 Omni cyclone, and they may well regret that decision.

First the good. The unit is extremely well built, it's feel very premium, and the finish and weight is reassuring. The built in bag less system seems in my opinion to be a genius move, with these robots it's near impossible to tell when the bag is full, so having the ability to see what's been collected is ideal.

Now to the bad, and unfortunately there is plenty of bad points. Firstly there is no cleaning solutions or spares in the box even though there is clearly a moulded part in the polystyrene for them, this is totally contrary to a competitors unit I bought for the same price that was full of solutions and spares. The robot vacuum itself is gigantic, and much taller than its modern day competitors, making it difficult to get under certain pieces of furniture. Then the final nail in the coffin is it's navigation, it spent 15 minutes doing twirls under a stool, before emerging, and then re-entering. The navigational software is the worst I have ever seen, and I've had robot vacuums for the last 6 years.

I decided to return the unit, which I am being asked to pay and organise the return shipping for, as apparently it's "not a quality issue". My first and last ecovacs for sure.

Avoid Ecovacs at all costs.
This is, without exaggeration, the worst customer service experience I have ever had.

My robot was sent for warranty repair and Ecovacs has lost it for more than three months. Their support team keeps sending contradictory messages, blaming DHL, blaming an “address issue,” and then admitting they already had the correct address on file. Two different agents gave me completely opposite explanations within hours.

To this day, I still have no device, no solution, no accountability.

I even contacted their European management on LinkedIn.
They don’t respond either.
Which says everything about how this company actually operates.

Ecovacs is clearly unable to track its own repairs, unable to communicate internally, and absolutely unwilling to take responsibility.

Unprofessional. Disorganized. Unreliable.
If something goes wrong with your product, good luck — you’re on your own.

I strongly recommend choosing any other brand over Ecovacs.

In my experience, Ecovacs provides some of the poorest customer support available in the UK. It would be difficult to design a system as ineffective as the one currently in place. There appears to be no meaningful escalation process, and no senior leadership is available to speak with—only frontline agents who often seem inadequately trained and, at times, defensive.

Support staff are unable to make outgoing calls, even to their own colleagues or contractors, relying exclusively on email for all communication. Their phone system also breaks down frequently, reportedly due to its partial routing overseas.

I located email addresses for two senior directors—
philip.lau
david.qian
—but neither has responded to any correspondence.

Ecovacs relies heavily on subcontractors such as Equinox for repairs and DHL eCommerce for logistics. Unfortunately, these partners are almost impossible to reach by phone. DHL eCommerce, which no longer operates an inbound telephone system following a takeover, repeatedly failed to collect my item and automatically cancelled the pickup after three unsuccessful attempts. Ecovacs appeared unaware of these cancellations, leaving me waiting three weeks for a collection that had already been abandoned—apparently because the driver was unable to read a map.

In my view, Ecovacs, Equinox, and DHL eCommerce together form an uncoordinated and ineffective support chain, each hampered by poor communication, structural weaknesses, and general incompetence. The overall experience feels chaotic, and seeking assistance through prayer might well be more effective than relying on their systems.

Poor service experience after buying Deebot X5 and X11

I first purchased the Deebot X5 and later bought the Deebot X11 for another premises. The machines themselves work well, but the after-sales service from Ecovacs has been extremely poor. When the X5 developed a fault and was sent in under warranty, I waited around a month with almost no communication. I received only two emails: one to say they had received the machine, and one to say it was being returned. No updates, no explanation, and no proper service.

When the package finally arrived, only part of the machine was returned to me and the rest was missing. I contacted their support several times and received no real help. As “compensation” they offered me only a one-month extended warranty, which is meaningless in the context of my rights under statutory warranty. They did not seem to understand or acknowledge those rights at all.

I then turned to Amazon, who were immediately helpful. Amazon arranged a full refund and the return of the machine. Their support was quick, clear, and professional.

I am very satisfied with Amazon, but based on this experience I would not recommend Ecovacs or their service department to anyone

I have the Deebot T20 and have had the same problem twice with it now. For some reason it stops filtering the water from the tank to the station and Deebot. I had to send it back the first time, luckily I had a box from another purchase that I could ship it in. The same problem 4 months later and I now have to buy something to send it away in, it’s not small. Support weren’t very helpful at all and if last time is anything to go by, I won’t get it back for a few months. If you’re selecting a robotic vacuum/mop, choose another brand.

This was our first time buying a robot vacuum, and after spending two weeks comparing reviews, we chose the ECOVACS DEEBOT T50 Max Pro Omni. On the first run it actually cleaned the house really well, so we were hopeful. Two days later, when we tried to use it again, the app repeatedly displayed “Timeout please try again.”

We contacted customer support, but they didn’t seem interested in helping. They simply read the same troubleshooting steps already listed in the app, none of which worked. They said they’d escalate the issue to technical support and that we’d receive a confirmation email within five minutes. Five hours later, nothing. At that point we returned it to JB Hi-Fi and won’t be purchasing another robot vacuum.

The mapping was also disappointing. Despite having a camera, it couldn’t map diagonal walls correctly, kept merging internal walls into the wrong rooms, and made room-splitting extremely frustrating as it constantly cut diagonally even when we drew straight boundaries.

It also struggled with rugs. Ours wasn’t even thick, yet the vacuum treated it like a solid wall and avoided it entirely.

To top it off, after its first full clean, it failed to empty the dustbin into the base station and spilled debris all through the housing unit.

Overall, a very disappointing experience.

Excellent customer service...whenever i had issues my n promptly solve my queries . Being an x1 plus deebot customer i am falling sort of words to praise Ecovacs.Strongly recommend Ecovas. its worth the price .would never regret puschasing Ecovacs.

Poor product, and even worse customer services.

I previously have the Deebot X1. I was happy with that, so I ordered the Deebot X8. It turned out to be a huge mistake. It didn't clean properly, or dock properly. Given the quality issues, I wrote to Ecovacs within 2 days of receiving it that I wanted to return it. Instead of it being a straightforward process, it has turned into a unnecessarily cumbersome process. They are saying it isn't quality issues, and you have to pay for the return yourself... show us proof. I called the helpline and the customer services representative had absolutely no answers when I asked what they consider quality issues, how long its going to take. He only responded saying that the sales team has your case and they will make a final decision.

Overall, extremely poor experience. I wouldn't recommend the Ecovacs to anyone.

I’m absolutely shocked at the lack of care and value from Ecovacs. I spent over £1,000 on the new X11, and when I opened the box, there was no cleaning solution included. After calling customer support, I was told this has to be purchased separately. At this price point, that’s outrageous. Every other robot vacuum I’ve owned – including far cheaper brands like Eufy – provided this as standard.

To make matters worse, I was never even given tracking details for my order. I had no idea when or how it was being delivered. For a premium product, this is unacceptable and shows a complete lack of consideration for the customer.

For the money spent, I expected not just a complete product but also a seamless service. Sadly, Ecovacs has failed on both counts.