narwal.com Reviews 26

Narwal z ultra acquistato sul sito Narwal.
Dopo 8 mesi si verificano vari malfunzionamenti segnalati al centro assistenza con mail come previsto.
Mi fanno trasmettere foto, video, fare prove controprove, tutte inutili, ma, nonostante lo chieda da tempo, non mi fanno inviare il prodotto ad un centro assistenza.
Robot ormai bloccato da parecchi giorni.
Mi chiedo se esiste un centro assistenza..

Ho comprato il Freo Z ultra a luglio l'anno scorso, ad inizio aprile non funziona, robot carico, il problema era la base, contatto l'assistenza e dopo ripetute mail con video e foto, a fine maggio mi fanno spedire solo il robot....che nel frattempo si é scaricato e non caricava più, ( anche lí video su video, pulisci i magneti ecc.ecc.) insomma riesco finalmente a farmi fare il reso per la riparazione. (Solo il robot, noente base). Ieri 4 luglio é arrivato il robot, riparato, in effetti si accende e parla....ma non torna alla base e non riesco a connetterli....ho contattato subito l'assistenza e non mi hanno ancora risposto. Ad aprile e maggio rispondevano subito, sempre, con la stessa cosa, ma, rispondevano...tanto che mi hanno sospeso l'assistenza a Pasqua perché non avevo mandato loro, l'ennesimo video del malfunzionamento. Mi sta venendo il dubbio che, ora metteranno scusa che la garanzia é finita....ho fede, aggiornerò. Non capisco come, un'azienda con prodotti così costosi, alla riparazione rischiano,facendosi inviare solo un pezzo e non il robot completo

Pentito di averlo comprato, detergenti non disponibili e da altre parti costano troppo, inoltre durante l'asciugatura emette cattivo odore

This was our first robovac, Freo Z Ultra, and loved it so much that we decided to order another for downstairs rather than lugging both the base station and device back and forth. Everything seemed swell thus far, so what’s wrong? Their customer service or rather lack thereof. We’ve ordered an accessories package for our robots with extra brushes and other tools so we can have it handy when they break down. Our robovacs arrived super quick and with no complications, how could a small order for accessories go wrong? Well, it did. It didn’t arrive until over 3 weeks later. During that time frame I’ve reached out to their customer service both by phone and emails from Sunday through Thursday. That’s five days. Everyone was reading off the same prompt, “we will escalate it to another department”. I was simply contacting to check on the whereabouts of my order, how many escalations are there to get an answer? Well, guess what? After the fifth day, they simply ghosted and did NOT follow up whatsoever. Luckily our package finally arrived after 3 weeks, but God forbid you need assistance for more serious matters such as troubleshooting and/or replacements if they can’t even handle a simple question on package tracking. I’ve found their customer service to be most inefficient and incompetent. In addition, based on my recent experience - they didn’t care I was a customer who had recently placed faith and trust in ordering TWO of their Freo Z Ultras. Purchasing such expensive products were an investment but if the customer support sucks, don’t go down that route - it’ll be more of a pain in the @$$ and ultimately not worth your precious time and hard earned money. Hopefully our robovacs will last forever because I cannot fathom dealing with such an embarrassment of a company again. If I ever needed to waste my time and reach customer service to escalate matters and have them bounce me around whilst yielding no results at all as well as having whatever matter I needed assistance on to get abandoned altogether, I know who to call. Do I recommend Narwal? Absolutely not, despite how great their products can be.

Brand new robots (2) broken down after a few weeks of using them. Customer Service "return back to Costco". Customer service extremely hard to understand. there is definitely a language barrier. So disappointed in my whole experience.

Accepts early-bird orders from Portugal, then refuses to ship to Portugal and requires customers outside Germany, Austria, and Belgium to order from Amazon.de and pay for shipping and return shipping, arguably violating EU law.

Hit-or-miss support.

Otherwise good. Good robovacs.

Update (12/22/2025): Robovac side brush broke after <3 months. Narwal demanded €22.57 (!) to ship one from Germany to Portugal.

Update (12/28/2026): They agreed to ship for free after I threatened legal action.

Update (02/18/2026): Reported issue with Flow missing/skipping corners and provided video. Support claimed it's normal and suggested I clean it myself (!).

Update (03/20/2026): Original accessory set for Narwal Flow costs €222.62 on Amazon.es (!).