Roborock Eu Reviews 

I am extremely disappointed with both the Roborock Q10 S5+ and the company’s customer service. Due to a technical malfunction (navigation error/system freeze), the robot started spinning in circles in one spot while mopping. This resulted in permanent, deep damage to my wooden floor.

Instead of taking responsibility for a faulty unit that is still under warranty, Roborock support is constantly "looping" the conversation. They ignore the evidence of property damage and keep sending generic troubleshooting tips about Wi-Fi settings and router channels. It is a clear tactic to avoid admitting a technical fault.

I have provided proof of unstable behavior, connectivity drops (despite a professional Mesh network), and the resulting damage, yet the company refuses to provide a simple technical statement for my insurance.

If you value your floors and your time, stay away. The hardware is unreliable, and the support is unprofessional when a real problem occurs.

Do not buy a Roborock product directly from Roborock or any of their approved resellers. If something goes wrong, there is effectively no after-sales support.

Roborock charges premium prices, which should come with premium customer service—but the reality is the complete opposite. I own an S7 MaxV Ultra, and it has been with Roborock and/or a third-party service provider since November 2025. As of the end of January 2026, there is still no sign of it being returned and there has been zero communication from either Roborock or the approved reseller.

Being left without an expensive product for months, with no updates or accountability, is completely unacceptable. Roborock should be ashamed of how they treat their customers once they’ve taken your money.

Avoid this company at all costs.

Defective product after two weeks and no response after return

My Roborock developed a serious battery defect after only two weeks of normal use. The device now requires up to 24 hours to charge, which is unacceptable for a new product.

Customer service instructed me to return the robot for repair, which I did. More than one week has passed since the return, and I have received no confirmation, no update, and no response to my follow-up inquiries.

Due to the defect and the complete lack of communication, I have formally requested a refund.

Based on this experience, I cannot recommend Roborock to consumers who expect reliable products and responsible after-sales support.

I have never experienced such poor customer service in my life! I expected much more from Roborock, but this has been a huge disappointment. Because of this experience, I will never, ever buy another product from them and I will tell you not to do it either. Avoid at all cost.

Needed help with my s5 max, it would not mop anymore :(

Got SUPERB help with written guideline and pictures

Thank you SO MUCH :)

br Joan

I purchased a Roborock S8 MaxV Ultra from Sotel.DE in May 2024, but just 8 weeks later, the product experienced a power failure, rendering it unusable. I reported the issue promptly to both Roborock and Sotel.DE on 15th July 2024. Despite providing detailed documentation, videos, and completing all troubleshooting steps as requested, neither company has taken full responsibility for resolving this issue.

My Experience:
Roborock Support: Initially responsive but quickly deflected responsibility, insisting that the seller handle the warranty. Follow-up emails, including a formal 5-day response deadline sent on 18th October 2024, were ignored.
Sotel.DE’s Response: Acknowledged the issue but maintained that I must arrange and pay for the return of the faulty product from the UK to Germany. This contradicts EU and UK consumer protection laws that require sellers/manufacturers to cover the cost of returning faulty items.
The Outcome So Far:
Over three months of communications have yielded no progress, leaving me without a working product and no clear path to resolution. It is disappointing that a premium brand like Roborock, known for quality, and an established supplier like Sotel.DE fail to meet their obligations when handling warranty claims.

My Request:
I am seeking a repair, replacement, or refund, and for the cost of returning the product to be covered by the seller or manufacturer, in line with EU consumer rights.

I hope this review prompts action and helps other potential buyers consider their post-purchase support options before committing to high-value purchases from Roborock or Sotel.DE.

Very bad after sales services, using my robot (Q Revo) for 6 months, it suddenly had the following problem.
The Robot refuse toi charge anymore and was always leaving te station
Both the seller and Roborock refused to take part in the repair. When I checked the voltage at the charging point, I noticed that it was much lower than the recharging voltage (+-4V), so I ordered the station's motherboard from a German site (€108) and was able to solve the problem myself.

It is still scandalous that Roborock EU refuses to intervene, saying that Belgium is not one of the countries where they intervene...

For this reason, I would encourage future buyers to skip this one

My Roborock 5 Max is broken and there is a ping-pong between this supplier and the company who sold me the product. It appears the seller has possibly gone into administration or something, neither company will respond to me to resolve the issue.

If you want to contact me to help me (and remove this review), my email starts with 'matt97', I have sent numerous emails.