narwal.com レビュー 25

The price on the Flow 1 was lowered to $899 but when I added it to the cart, the price suddenly changed to $1299. I contacted the company via chat and they refused to honor the lower price despite my having a pic of their website showing that price. This is a bait and switch, it's shady and now I no longer trust the company. I'm glad I found out they have bad customer service before spending almost $1000 with them! Others need to know that they are shady and stay away. Extremely unprofessional!

I’m sharing this experience because long-term reliability and customer support matter as much as features when choosing a robot vacuum.

My Narwal Freo failed during the warranty period and had to be sent in for repair. That process already required significant effort, packing the robot, shipping it out, waiting for service, reinstalling it, and remapping the entire home when it was returned.

After the repair, the robot worked again only briefly before failing with the exact same issue.

Now the robot does not power on at all. Reset does not work, and it will not charge on the base station. It is completely dead, exactly the same problem as before.

When I contacted Narwal support, they confirmed the product is now just outside the one-year warranty, and the only option offered was to pay for another repair.

I asked whether there was any reasonable alternative given that the robot had already required service once and then failed again shortly afterward. Specifically, I asked about a trade-in credit, replacement option, matching a recent sale price, or any loyalty discount. I actually own multiple Narwal robots.

None of those options were available.

The only “goodwill gesture” offered was a free roller brush if I purchase another robot.

That response was honestly disappointing. When a product positioned as a premium robotic cleaning system fails once, is repaired, and then fails again soon after, most customers would reasonably expect some level of support beyond simply paying for another repair.

At this point it feels less like normal wear and more like a recurring reliability issue, which is concerning given the price category of this product.

The irony is that the entire purpose of a robot vacuum is to save time, yet this experience involved shipping, reinstalling, remapping the home, and repeated support conversations, only to end up with a robot that still doesn’t work.

What surprised me most is that I already own three Narwal robots, yet there was still no flexibility or meaningful resolution offered.

When the robot works, it performs well. But based on this experience, potential buyers should carefully consider long-term reliability and how repeat failures are handled once the warranty period ends.

I’m documenting this here so other buyers can make an informed decision, and I hope Narwal reviews cases like this where the same failure occurs more than once.

Ho avuto un problema con la base di ricarica di un robot. L'assistenza la manda in riparazione ma purtroppo la base torna assemblata male. Parlando con l'assistenza mi viene offerta una base nuova in sostituzione.
Sempre professionali e gentili.
Purtroppo non siamo più abituati al fatto che gli imprevisti possano capitare.

Awful. My vacuum broke 3 months after I bought it. They would not refund it. They "fixed" it and it has broken again. Twice in less than 6 months and it was brand new and $1500. Their customer service is all over seas, so they can barely communicate. Terrible experience and product.

Sent in the my narwal freo z ultra a year after owning it and they just sent it back to me without looking at it.
-I have nothing but connectivity issues with the vacuum and it's docking station.
- it can not recognize carpets and can not do any carpeted areas. (I called support to make sure my settings were correct)
- apparently when my machine was sent in they put it though rigorous testing. Haha. Nothing worked about it.

-now with my warranty they want to send me a refurbished model so I can deal with someone else's problems.
Mine went though rigorous testing and I'm sure the refurbished one would of a well lol.

There is more issues with this narwal but it would make this weird up to long.
And if anyone from narwal feels the need to reply remember I have all images and documents supporting all of this.

So much for my extended 3 year warranty. It's junk

Avevo inizialmente lasciato una recensione negativa a causa della gestione di una riparazione in garanzia: la spedizione era rimasta bloccata/persa per circa un mese senza aggiornamenti concreti, nonostante i solleciti.
Successivamente, a seguito di ulteriori comunicazioni formali, il pacco è stato rintracciato, il prodotto riparato e mi è stato restituito. Attualmente il robot funziona correttamente.

Rimane il disappunto per i tempi e per la gestione iniziale della comunicazione, che ha richiesto interventi formali per arrivare alla soluzione. Tuttavia, la pratica si è conclusa positivamente.

App/programing allows the robot to venture outside area. Our ex-robot went over 3 feet outside of a defined box and ate our Christmas tree lights.

Customer service was very slow to listen, read, and understand the situation.

I really wish I'd have trusted the reviews first.

Product Narwal Flow is actually good; it just didn't work in my house. It had poor obstacle detection which required too much intervention from myself.

I would have happily though tried different model in the future as the cleaning was effective.

Being within 30 days as per their policy I assumed getting a refund would be easy.

However it took 14 days to get a response, and then a further period to get them to agree to collect the product. Now they I am sitting waiting to see whether the 1k I spent will ever be refunded.

Their customer service has managed to transform me from a 'would buy again in the future' customer to a 'This company is absolutely awful, I'd avoid at all costs' customer.

Da luglio l aspirapolvere ha iniziato ad avere problemi di batteria dopo un'ora andava a ricaricarsi xk aveva esaurito la batteria. Dopo un sacco di richieste da parte loro di impostare diversamente fare foto batteria prima e dopo ecc hanno detto che era tutto normale che la batteria durava poco xk io usavo l aspirapolvere in modalità troppo forte e ho spiegato che se nn lo usavo cosi non era per niente soddisfacente la pulizia.
Niente da fare
Ora la batteria dopo 30 min di utilizzo va a 0% ho riscritto e vogliono anfora foto video cambi impostazioni
Sono totalmente inutili e l'aspirapolvere è in garanzia anfora fino a novembre.
Non acquistare sul sito ufficiale piuttosto da amazon. Un'amica l ha acquistato li e al minimo problema riscontrato le hanno fatto fare il reso e gliene hanno fornito uno nuovo
Poi ha avuto un problema di un altro genere ha effettuato il reso e ha acquistato l'ultimo modello uscito aggiungendo solo la differenza.

I bought a Narwal S10 Pro just over a year ago. It is in need of servicing as it is leaking dirty water. I’ve been trying to get Narwal to service my machine but all they’ve done is waste my time. It’s been over a month and at first they put me through all the usual ‘get this document and that number and customer id and confirm address and please confirm the confirmation by confirming the confirmed address again and all that usual nonsense. I told them I was willing to pay for the service. With each interaction a week would go by. Today after over a month of trying they have the audacity to tell me that they had arranged for a pickup of the faulty machine but apparently I, the customer canceled it! The amount of rage and disgust they’ve filled me with immeasurable. All they’ve done is lie to me. Lies upon lies and finally blamed me for canceling the pickup! Why and how can I cancel any pickup? Why would I when I’m the one requesting it? Even their lies are meant to gaslight. They’re meant to leave the customer feeling disoriented and confused. So in summation I bought a Narwal mop vac, asked for service after a year, got lied to repeatedly then got blamed for canceling the pickup that I requested. Make that make sense. You can’t. Because it isn’t meant to make sense. It’s meant to trigger you and leave you speechless. Unfortunately for them I know these tactics. I’m going to mop the floor with them, quite literally.

I received the Narwal Freo X Ultra as a gift in December 2024, and for a product that costs close to $1,000, the performance and durability have been extremely disappointing.

We followed all manufacturer maintenance instructions and only used Narwal-branded consumables—rollers, pads, debris bags, and cleaning solution. Within just a few months, the unit began having charging issues due to corrosion forming on the charging pads. We were able to clean the corrosion and get it working temporarily, but the issue kept coming back. This happened multiple times over the course of the year.

Eventually, the vacuum stopped charging altogether and became completely unusable. After repeated attempts to clean and troubleshoot it, we had no choice but to manually vacuum and mop our home instead.

When I contacted Narwal customer support and provided proof from the app showing the unit was not working, I was told they would not help because I reached out 17 days after the one-year warranty expired—even though the problem started well within the warranty period. The customer service experience was frustrating and inconsistent, including contradictory statements about repair options.

For the price, I expected a reliable product and a company willing to stand behind it. Unfortunately, this has been neither. I would strongly caution anyone considering this model to research thoroughly and be aware that support may be very limited once issues arise.

Pessima azienda a livello di assistenza...ho il robot in riparazione da settembre 2025 (in garanzia)e ad oggi 4 dicembre 2025 non sono in grado di dirmi se lo riparano o meno...Superfiali in tutto...sono più di tre mesi che si scusano x l inconveniente lasciandomi senza certezze!!scarsi e incompetenti.spero che mi chiamino ma non sono capaci di fare anche questo...fanno ridere...

Prodotto pessimo , smesso di funzionare dopo a mala pena 3 mesi e ovviamente nessun riscontro o aiuto dal servizio clienti . Pessimi pessimi pessimi

Acquistato NARWAL Freo Z10 Ultra il 30/06/2025, già il 29/08 presenta un problema di funzionamento per cui la stazione di ricarica non riesce a pescare acqua, quindi chiaramente non pulisce il pavimento.
A richiesta di reso e rimborso, mi rispondono che è possibile solo dopo 30 giorni, quindi il prodotto va in assistenza e ci rimane fino al 31/10, il problema persiste, mi hanno rimandato un prodotto mal funzionante.
Conclusioni: il prodotto appare scadente dato che ha presentato un problema appena due mesi dall’acquisto, il servizio clienti tramite mail è gestito da un IA, quindi praticamente inutile e inconcludente, mentre in generale estremamente mal organizzato e mal gestito e assolutamente insoddisfacente dato anche il costo del prodotto che era più di 900 € a giugno.
Veramente una delle peggiori esperienze con un azienda che abbia mai avuto.

Incuriosito dalle recensioni di famosi youtuber, ho acquistato il Narwal Flow a inizio settembre.
E da qui inizia il calvario.
Il robot arriva dopo più di 20 giorni, apro il pacco e alcuni componenti interni sono rotti. Contatto in giornata l'assistenza e programmo una sostituzione.
Ritiro previsto dopo una settimana, non passa nessun corriere (ne ho la certezza poiché la portineria è h24).
Li ricontatto e mi dicono che non possono procedere poiché non hanno altri robot disponibili all'invio prima di 20 giorni, dunque stufo di attendere ulteriormente essendo trascorso un mese dall'acquisto chiedo il rimborso. Per evitare il rimborso mi propongono di tutto in maniera grossolana arrivando a offrirmi due sacchetti raccogli polvere, poi un detergente ed infine un mese di estensione di garanzia; considerando che non avevo la disponibilità del robot e non l'avrei avuta prima di un altro mese, non avrei saputo che farmene.
Finalmente accettano il rimborso e riprogrammano il ritiro del robot rotto; altri 15 gg di attesa e finalmente il corriere passa.
Ad oggi sono trascorsi altri 15 gg dal ritiro del corriere (praticamente 2 mesi dall'ordine) e nessun rimborso è ancora arrivato.
L'assistenza è inutile, è un IA che manda sempre lo stesso identico messaggio di scuse dichiarando di fare il possibile per risolvere la situazione.
NON COMPRATE DA NARWAL!!!! Evitate mesi di tribolazioni inutili.
Azienda pessima.

I’ve been using the Narwal Freo X Ultra for about three months, and honestly, I’m extremely disappointed.
For a $1,400 “premium” robot, the cleaning performance is shockingly weak when it comes to pet hair and everyday debris. I have one cat — not a herd — and this robot can run for four to five hours straight and still only pick up maybe 10% of the visible fur or dust on my hard floors.

I’ve already set it to maximum suction, deep clean mode, and vacuum-only, yet it still leaves behind fur balls and light dust that a simple handheld vacuum picks up instantly.
Worse, the dust bag in the dock has never filled up in all this time — meaning the self-emptying feature basically doesn’t work. After every run I have to manually open the robot and dump the dustbin myself. So in the end, I spend more time cleaning the robot than the robot spends cleaning my house.

Ho acquistato Narwal flow in sostituzione di un altro robot di un noto marchio di cui posseggo altri dispositivi.
Ho voluto dare fiducia a questa azienda perché sembra poter offrire prodotti innovativi ma con un prezzo competitivo (soprattutto se acquistato in occasione del lancio).
Ho notato che questo Narwal flow utilizza molto il bumper per muoversi a ridosso delle pareti.
È molto deciso nel passaggio al di sotto dei mobili, a differenza del concorrente che avevo prima che non riusciva nemmeno a mappare con determinati ostacoli lui mappa e si muove senza problemi.
È molto silenzioso e rapido nella pulizia! Inoltre la stazione compatta con il collegamento diretto al carico e allo scarico dell'acqua permette di non avere davvero più pensieri.
Per ora le prime impressioni sono davvero ottime! Vorrei menzionare inoltre l'assistenza Narwal che al verificarsi di problemi è stata sempre presente e gentile per trovare una soluzione.

I have had 3 Narwal Robot vacuums, unfortunately this time around when visiting their website to order their product they refunded it 24 hours due to high risk. Clearly this company is clueless if they are canceling and refunding orders for existing customers that have ordered directly from them in the past. AVOID AND CHOOSE A DIFFERENT BRAND

This thing worked AMAZING… for about 2 months. Then it completely went downhill — and the company’s “support” is a joke.

Here’s my nightmare:
• Device stops vacuuming right, mopping stops pushing out water.
• I try EVERYTHING — resetting, cleaning, testing — even send them photos, videos, and screenshots of my settings.
• Their response? “It’s your fault.” Over. And over. And over.

Finally, they say “send it in for repair.”
📦 It’s gone for 2 weeks.
⚠️ I check tracking — it’s “assigned” to someone and marked as “resolved” in under 10 minutes.
📦 Comes back the SAME… actually WORSE.

Three months later, I’m still in the same spot. No fix. No replacement. Just endless excuses.

And the worst part? I recommended this to several family members because it worked great at first. Now I’m embarrassed knowing they might go through this same nightmare.

Bottom line: Works great for a couple months… then dies. And when it does, the company will do everything possible to make it YOUR fault. No real solution. No accountability.

Save yourself the money, the stress, and the regret. 🙅‍♀️

#ScamAlert #RobotVacuumFail #DontBuyThis

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..