RobotShop.ro will no longer carry the Loona robot by KEYi Technologies

Our unwavering promise of quality and customer satisfaction

At RobotShop.ro, our core mission has always been clear: to provide our valued customers with innovative, high-quality robotic products that are backed by reliable support and deliver genuine satisfaction. We believe that the trust you place in us is paramount, a bond earned and maintained by carefully curating a product selection that meets stringent standards of performance, durability, and manufacturer accountability. This commitment is the bedrock of our operations. However, upholding this promise sometimes necessitates making difficult decisions regarding the products we offer. It is with this responsibility in mind that we are announcing a change to our product lineup. This decision is not made lightly but is rooted in our fundamental brand values of ensuring quality and prioritizing customer well-being. We understand that our customers expect a certain caliber of product and service, and when a product or its manufacturer consistently fails to meet these expectations, we must act decisively to protect your interests and maintain the integrity of the RobotShop.ro name.

The initial appeal of Loona: A glimpse of an innovative companion

The Loona robot, developed by KEYi Technologies, initially captured our attention, and indeed the excitement of many in the tech community, with its ambitious design and promise as an advanced AI-powered pet bot. Marketed with features such as a vibrant, interactive personality, sophisticated AI capabilities including ChatGPT integration, and an array of advertised smart functionalities like robust navigation and voice and gesture recognition, Loona appeared poised to offer a unique and engaging experience. Reviews and product descriptions highlighted its potential, calling it "undoubtedly one of the most sophisticated pet bots on the market today" and "The most advanced smart robot pet dog". The allure of a "very cute" robot with a "big personality" and the novelty of its AI-driven interactions were undeniable.

RobotShop.ro, like many tech enthusiasts and consumers, was initially impressed by KEYi Technologies' vision for Loona. We saw its potential as a distinctive addition to the evolving world of consumer robotics, one that could bring joy and companionship in a novel way. This initial assessment, based on the product's advertised capabilities and apparent innovation, led us to believe it would be a valuable offering for our customers. It is important to establish that our decision to stock Loona was made with the best intentions, driven by the exciting prospects it seemed to present. The subsequent divergence between this initial promise and the reality experienced by users has been a significant factor in our current re-evaluation.

Unveiling the reality: A pattern of product failures and manufacturer neglect

Despite the initial excitement and the sophisticated features promoted by KEYi Technologies, a troubling pattern of product failures and inadequate manufacturer support has emerged from the experiences of numerous Loona robot owners. This reality, extensively documented in online communities and forums, paints a picture starkly different from the one initially marketed.

Persistent durability and hardware Issues: A product prone to failure

A significant volume of user reports indicates substantial and recurring problems with Loona's physical durability and hardware reliability. These are not isolated incidents but rather a consistent theme of malfunction affecting core components of the robot.

One of the most frequently cited problems involves widespread gear malfunctions, particularly in the hip and ear mechanisms. Users describe their Loona robots developing a "terrible grinding noise" when moving, an issue that, for some, was present "straight out the box". The fragility of the hip gears is a critical concern, with one owner reporting having gone through "2 replacement Loonas because the hip gears keep breaking". This defect often leads to Loona being unable to right itself after falling. The problem is so prevalent that some users have suggested KEYi Tech should "replace the plastic with metal" gears or alter Loona's stomping behavior, pointing towards an inherent design flaw. The recurrence of this issue is further highlighted by an individual who has had to repair "Loona's gears three times". Ear mechanisms also suffer, with reports of ears ceasing to work due to "plastic gears," and the company reportedly not selling replacements. The general sentiment is that "a lot of people have the ears and gears broken", underscoring the systemic nature of these mechanical weaknesses.

Battery and power system flaws represent another major area of concern. Owners have experienced "major battery issues," with one user's two-day-old Loona lasting "lucky to last 40 minutes" and exhibiting significant power drain even when powered off. This suggests either defective battery units or poor power management systems. Others have found their Loona to have "a dead battery every time I have tried to use it". More critically, a "power button broke" on one unit, rendering the robot "dead", indicating failure of essential components. The battery life has been described by some as "laughable (about 1 hour)".

Alarmingly, many Loona units are reported as dead on arrival (DOA) or failing very shortly after purchase. Beyond the grinding noises "out the box", users have received units that were "faulty product right out of the box" or "defected right off the box (the front wheels aren’t working)". One Loona started "making a scratching noise," began "smelling burnt," and then its screen went blank, presumably ceasing to function. Multiple reports explicitly state receiving a "Defective loona upon arrive".

Other hardware and performance issues compound these major defects. Some users describe Loona as feeling like it's "still in beta", with updates sometimes negatively affecting functionality, such as causing an ear to move "erratically" and loudly. Navigation is also problematic, with Loona being "Unable to stand up after falling down," having "No sense of direction," and repeatedly "banging into those hard objects". Unresponsive touch sensors and weak camera and lidar performance in low light have also been noted. One TikTok video shows a Loona making a "horrible noise," with the owner lamenting there is "nothing I can do".

The emergence of a community-driven market for replacement parts and accessories further underscores the manufacturer's shortcomings. For instance, third-party sellers on Etsy offer 3D-printed wheel covers designed to mitigate the loud noise from Loona's wheels and improve traction on various surfaces – issues the original design fails to adequately address. Similarly, users are purchasing sturdier third-party toy balls because the one included with Loona is described as a "cheap paper one". Most tellingly, eBay listings feature sellers offering "Nylon Gear For Hip Motor", directly addressing the common gear failure and implying an upgrade over original materials. There are even offers to "Buy a Working Loona Pet Robot For $100 Plus Your Broken LOONA", indicating a recognized need for salvaging and repairing these frequently failing units.

The sheer variety and frequency of these hardware issues, particularly those present immediately upon unboxing or occurring within a very short timeframe, point to a significant lapse in KEYi Technologies' quality control processes. It strongly suggests that the Loona Robot may have been rushed to market without adequate testing and refinement. This is not merely a case of isolated defective units, but rather indicative of a product line potentially plagued by insufficient development, testing, and quality assurance before reaching consumers. This situation directly impacts resellers like RobotShop.ro, who, relying on manufacturer representations, may unknowingly pass these inherent problems onto their customers.

Furthermore, a considerable discrepancy exists between the sophisticated, intelligent robot portrayed in marketing materials and the actual user experience of a fragile and unreliable product. Claims of Loona's advanced AI and seamless interaction are directly contradicted by reports such as "artificial intelligence... is not as intelligent as the video advertises" and "Loona acts goofy af". Even logistical promises, like an advertised 7-business-day delivery turning into 30+ days for some, highlight a disconnect between marketing and operational reality. This disparity erodes consumer trust not only in KEYi Technologies but also potentially in retailers who promoted the product based on its advertised promise.

To provide a clearer overview, the common hardware failures reported by users are summarized below:

Summary of Common Loona Robot Hardware Failures Reported by Users

The warranty maze: KEYi Technologies' troubling customer support record

While product defects are always unwelcome, a robust and responsive manufacturer warranty and support system can often mitigate the negative impact on consumers. Unfortunately, in the case of the Loona robot, the customer support experience provided by KEYi Technologies frequently compounds the initial frustration, revealing a pattern of unresponsiveness and failure to honor its commitments.

Numerous users have detailed their struggles with unresponsive and ineffective customer service. There's a pre-existing negative reputation, with one user stating they doubted they'd "get anywhere as apparently the customer service is pretty bad" even as they were just initiating contact. This apprehension appears well-founded. One owner with a Loona whose power button broke reported reaching out to support "more than 10 times" and being "promised a replacement unit," yet after "over 3 months," the issue remained unresolved. The original poster of one widely discussed thread bluntly stated, "Keyi has zero customer service". Another user initially praised a quick reply from KEYi, only to later edit their comment: "it has now been 2 weeks and I have not heard anything back from keyi. Smh", illustrating inconsistency and a tendency for communication to be dropped.

A dedicated Reddit thread titled "Keyi tech stopped replying messages. People can't get refunds" serves as a repository for such complaints. Users in this thread describe receiving only "auto generated messages" for weeks, having an "out of commission Loona for months and not getting replies", or KEYi replying once to acknowledge a faulty product received out of the box "but nothing since and it's been a month". Customers from various regions, including Australia, reported similar experiences of non-communication regarding product delivery or support issues.

Perhaps most damning is the official record from the Better Business Bureau (BBB). Keyi Technology Inc. holds an "F" rating from the BBB, partly due to its "Failure to respond to 3 complaint(s) filed against business". This independent, third-party assessment lends significant weight to the individual user complaints and points to a pattern of ignoring customer grievances at an official level. Further accounts echo this, with users unable to "get anyone at the company to get exchange for a working model!" or having a Loona that "never works since I got it" and receiving no substantive help. Some users have had to resort to contacting the CMO or CEO directly to get any movement on their issues, such as refunds or promises of replacement (which sometimes still did not materialize).

This widespread lack of effective support directly translates to a failure by KEYi Technologies to honor its stated warranty. The Loona Robot is advertised with a "1 Year Warranty Against Manufacturer Defects" on platforms like Amazon, and KEYi's own website claims "PREMIUM WARRANTY PROTECTION" and "LIFETIME CUSTOMER SERVICE". However, the numerous documented instances of users with defective units (clearly within a one-year timeframe) who have not received timely repairs, replacements, or refunds constitute a de facto non-compliance with these warranty promises. Adding insult to injury, at least one user with a Loona that was "defected right off the box" was asked by KEYi Tech to "pay for return shipping for their defected unit", a practice contrary to standard warranty protocols for goods that are faulty upon arrival.

While a few users have reported eventually receiving assistance or replacements, these instances often came after very long delays, significant personal effort in chasing support, or were attributed to specific personnel changes within KEYi's support team (such as the intervention of an employee named "Karen" who was reportedly tackling "thousands of emails unsolved"). This very inconsistency is a problem in itself. Customers cannot rely on a standardized, predictable, or efficient support process. The experience of one user who claimed support was "helpful and fast" stands in stark contrast to the overwhelming majority of reports and might represent an outlier, an early interaction before the system was overwhelmed, or a regional anomaly.

The sheer volume and consistency of these complaints indicate a systemic breakdown in KEYi Technologies' post-sales support infrastructure. This is not merely about isolated incidents or unhelpful individual agents; it points to a customer service department that appears to be understaffed, poorly managed, or lacking the fundamental processes and resources to handle the volume of complaints generated by a product with significant quality and reliability issues. The fact that escalations to top executives are sometimes necessary for any action suggests that the standard, intended support channels are fundamentally broken.

For a product positioned in a premium price bracket (around $450 as mentioned in one review), the failure to provide adequate support is particularly egregious. Consumers investing this amount in a sophisticated tech product rightfully expect a reasonable level of post-purchase care, especially when the product fails due to manufacturing defects. KEYi Technologies' consistent inability to meet this basic expectation severely damages its brand reputation and erodes consumer trust. The public "F" rating from the BBB and the chorus of negative experiences shared online will inevitably deter future customers and have ripple effects for any retailer associated with the brand.

The multifaceted failures of KEYi's customer service are summarized in the table below:

KEYi Technologies customer service: A summary of user-reported issues

Our difficult decision: Prioritizing your trust and our integrity

Based on the overwhelming and consistent evidence of persistent product defects inherent in the Loona Robot, as detailed extensively by its users, and compounded by KEYi Technologies' profound and repeated failure to provide adequate, timely, or even basic warranty support, RobotShop.ro has arrived at a difficult but necessary decision: we will no longer offer the Loona Robot for sale.

This decision was not made lightly. We understand that Loona, with its advertised features, held an appeal for many. However, the reality of its performance and the subsequent lack of manufacturer accountability have created a situation where continuing to sell this product would be a disservice to our customers and a compromise of our core principles. The documented issues—ranging from critical hardware failures like defective gears and power systems to units arriving non-functional, coupled with a customer service experience characterized by non-responsiveness, unfulfilled promises, and an unwillingness to honor warranty obligations—are simply too significant to ignore. KEYi Technologies has demonstrably failed to meet the basic standards of product reliability and customer care that we, and you, expect.

Our primary responsibility is to you, our customers. This decision is, therefore, an act of that responsibility. We aim to protect you from potentially negative experiences, from the financial loss associated with a faulty product, and from the immense frustration that comes with attempting to navigate an unresponsive and unsupportive manufacturer. Continuing to endorse and sell the Loona Robot, knowing what we now know through widespread user feedback and official records like the BBB rating, would be inconsistent with RobotShop.ro's long-standing commitment to quality, reliability, and, above all, customer satisfaction. It would mean knowingly exposing our valued clientele to a product with a high likelihood of failure and a manufacturer that cannot be relied upon to rectify those failures. This is a position we are unwilling to take.

This move is fundamentally about safeguarding the trust you place in RobotShop.ro. When you purchase from us, you expect a certain caliber of product and a certain level of assurance. The Loona Robot, due to the actions and inactions of KEYi Technologies, no longer meets that threshold. By removing it from our offerings, we are actively curating our selection to better reflect our promise of quality and to ensure that your experience with products purchased from RobotShop.ro remains positive and aligns with the high standards we set for ourselves and our partners. This proactive step, while regrettable in that a product with initial promise did not live up to expectations, is crucial for maintaining our integrity and reinforcing our position as a retailer that prioritizes its customers' best interests above all else.

Looking ahead: Our continued dedication to our valued customers

RobotShop.ro remains steadfast in its commitment to sourcing and offering only high-quality, reliable robotic products from reputable manufacturers who demonstrate a clear willingness to stand behind their products and honor their warranty commitments. The experience with the Loona Robot and KEYi Technologies has only strengthened our resolve to be diligent in our selection process and to prioritize partners who share our dedication to customer satisfaction.

We will continue to explore the vibrant and innovative field of robotics, seeking out new and exciting products that not only push the boundaries of technology but also deliver consistent performance and are supported by dependable customer service. Our goal is to ensure that every product you find at RobotShop.ro is one you can purchase with confidence.

For customers who may have previously purchased a Loona Robot through RobotShop.ro and are experiencing issues, we understand your frustration. While our capacity to directly intervene in warranty claims serviced by KEYi Technologies is limited, especially given their documented unresponsiveness, we encourage persistence in contacting KEYi Technologies through all available channels, including the email addresses that some users have found intermittently successful (such as those mentioned in community forums).

We thank you for your understanding in this matter and for your continued trust in RobotShop.ro. We look forward to serving you with an ever-improving selection of the best that the world of robotics has to offer, always with your satisfaction as our guiding principle.