Consumer harm on the rise, with product defects accounting for 74.5% of all complaints
Diverse defect types including poor space/object recognition, noise, and water leaks
Consumer harm involving robot vacuum cleaners in Korea has surged over the past three years, with 74.5% of all complaints stemming from product defects. With numerous cases of businesses refusing to take action or evading responsibility over a variety of product issues such as sensor malfunctions, noise, and water leaks, consumers planning to make a purchase are urged to exercise particular caution.
Damage relief applications increased sharply each year, with 37 cases in 2022, 55 in 2023, 105 in 2024, and 77 in the first half of 2025. Damage claims in 2024 rose more than 90% compared to the previous year, and in the first half of this year they nearly doubled compared to the same period last year. Among these complaints, "product defects" accounted for 204 cases (74.5%), roughly three times more than "contract/transaction-related harm" (70 cases, 25.5%), while the resolution rate through refunds, repairs, and the like reached only about half for defect-related cases.
Of the 169 cases in which the nature of the product defect was confirmed, malfunctioning space and object recognition sensors were the most common (24.9%), followed by numerous other issues including inability to operate or stopping (17.8%), defects in supplementary functions such as automatic water supply and dust bin emptying (17.2%), noise (11.8%), and water leaks (10.7%). Water leak complaints were especially prominent in recently released products with an added wet-mopping function. Other issues included charging failures, floor damage, and changes to setting options. As for contract/transaction-related harm, the most common cases (41.4%) involved businesses refusing returns on the grounds that the packaging box had been opened, or charging high return fees for products purchased through overseas purchasing agents, making it difficult to withdraw an offer or cancel a contract. Other issues included non-delivery (37.1%), discrepancies with the contract or advertisement, and missing accessories. The rate at which consumers recovered from harm through refunds or repairs was likewise only 56.5% for product defects, making recovery more difficult than for contract/transaction harm (84.1%).
Specific cases included the device failing to return to its charging station because the space recognition sensor did not work properly, faulty fall-prevention sensors at entryways, continuous noise during operation, and water leaks during the wet-mopping process. Contract-related cases included businesses refusing to accept an offer withdrawal on the grounds that the box had been opened, and imposing excessive penalty fees when returning products purchased directly from overseas. Numerous cases of non-delivery and delayed refunds were also filed with the national consumer counseling center.
The Korea Consumer Agency advised consumers to take precautions such as choosing product specifications suited to their home layout, checking the manufacturer's after-sales service, refund policy, and warranty conditions, verifying a company's credibility through online reviews and other sources, tidying the floor and maintaining sensors before use, keeping software up to date, and securing supporting documentation. In the event of harm, consumers can apply for dispute mediation or relief through the 1372 Consumer Counseling Center. In addition, consumer protection standards are being strengthened, including the principle of exchange or refund when a serious defect or component problem arises within the warranty period, and free repair if a product breaks down again within one year of being repaired with refurbished parts.