Complaints

This profile includes complaints for Dyson Service Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dyson Service Center

  12540 Slauson Ave STE G Santa Fe Springs, CA 90670-8507

• 

  Dyson Service Center

  13131 Sherman Way STE 202 North Hollywood, CA 91605-4784

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two purifiers from Dyson (receipt uploaded) via ************************** on 11/29/24 -- Dyson Purifier Cool TP07 (Black/ Nickel) and only one arrived on 12/2/24. I contacted Dyson by Chat on on 12/3/24 to ask the status of the 2nd purifier (transcript uploaded,) and again by phone a few days later. I was told that the 2nd purifier was on the way. They gave me the same tracking number, which said delivered, and insisted that it would somehow be the same tracking number for the other product. They guaranteed it would arrive by 12/10/24. I contacted Dyson again by chat on 12/16/24 (transcript uploaded.) They produced a photo that clearly shows one Dyson (the image is on the box) and a smaller box (that contained Dyson products from a separate order.) They said they would investigate and get back to me in 48 hours. Im currently on hold with Dyson today, 1/3/25, in which I was just told that they completed the investigation and would not authorize a refund or a replacement. I asked to speak to a supervisor, and Ive been on hold for 40+ minutes. They will not send the product, nor will they refund the money.

• Initial Complaint

  Date:03/14/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  please see attached cover letter and most recent correspondence

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am mainly posting this so others can beware. Dyson makes great vacuums, but they don't truly honor their warranty and I want others to be aware. My Dyson vacuum is under warranty and has a broken part with one of the attachments. I contacted customer ********************** to get it replaced, and they told me the part was out of stock and I had two options: sign up for email notifications when the part is back in stock and contact customer ********************** again so they can send the new part OR ship back my current vacuum and all of its attachments and they will ship me a new vacuum. While that sounds good in theory, it has been over 9 months since I contacted customer ********************** initially and the part has never come back in stock and no one can say when it will come back in stock. Each repeated attempt to contact customer ********************** hasn't helped. Returning my current vacuum isn't a real solution because I cannot be without any vacuum for a period of several weeks (we have pets, and in general try and keep things decently clean!). I'd love to get a real customer ********************** escalation agent to solve this. I'd be happy enough if they were able to put my account on a list that would automatically get the replacement part when it comes back in stock, as well as an ETA on when the part will be back in stock. It's 2024 and kind of shocking they don't have the simple customer ********************** technology to do these two things (and spoiler, they should, they just don't seem to care enough or think it's worth this simple investment).

• Initial Complaint

  Date:02/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don't have enough space to write everything out so below i will try to sum it up :around 10/23-12/23 I contacted Dyson in regards to a dry rotted vacuum hose that was under warranty. I was told they would send replacement free in mail. Upon not receiving the hose I contacted them again was told it had been out of stock but was being mailed then. Still never came called again was told my vacuum is discontinued so they would replace entire machine free once they received old one back. They said i would be emailed a prepaid label to ship old one back. Took an extra call back to finally get label emailed on Jan 4 i sent machine back on Jan 5. My tracking shows they received it on Jan 11. Called Jan 19 cause no vacuum still was told they were out of stock I said i couldn't wait then they somehow found on an mailed it that night. Fast forward to Feb 2 still no vacuum was told they didn't receive my old one til the 19th an it would take 7-14 business days. I said no the old one was returned on the 11th to which i was again told i was wrong. However they said new on would be here by feb 8. well thats today it never came so i called again. After talking via chat for at least 2 hours i was then told they mailed on to me on Jan 17 and it was delivered on Jan 19 they gave me a tracking number to get with *** i kept them on chat an called *** which told me pkg was delivered to ********** . I informed Dyson that i have not ever been nor lived in CA. They said well that was the address they had so i would have to file a complaint with *** and see what they say. My problem is that *** just followed label given to them by Dyson so how is it their fault. So now I am stuck without a vacuum that we paid 500 for and no replacement vacuum either. I even told them to send my old one back an i got a we can't do that. So i would like my money refunded or my old vacuum or the new animal pro 3 we were promised to get this resolved. Im including pictures of a chat and tracking for old one.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson V15 vacuum sweeper in April of 2023 from Nebraska Furniture Mart online because I have an account with them. I have purchased many Dyson vacuums over at least 10 years. The battery stopped charging and I had contacted the Dyson company online in **************** in ********** explaining the situation and ask to get a battery replacement. I have been back and forth via emails and my issue or request has not been resolved. All I ask is for a battery replacement for the Dyson V15 vacuum because its been less then a year of purchasing. I have sent the serial number as requested by ********************** via email and have sent proof of purchase of the Dyson V15 invoice from Nebraska Furniture Mart as requested by Dyson via email.

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB team members,Hello,I purchased a Dyson air purifier machine (ph04) at Bestbuy on 12/26/2021. Since I brought this machine home, I have been to the Dyson service center four times to have it serviced, the last time occurring on 11/10/2022. The noise of this machine is getting louder and louder and has completely affected our life at home, it makes a harsh sound that my family and I can hardly stand. And my home is very far from the dyson service center, nearly 30miles each way, this year I wasted a lot of time and energy in repairing this machine, but finally the employee lost my machine and treated me rudely. I dropped off my Dyson purifier machine (ph04) at Dyson service center on 11/10/2022, the address is: *****************************************************************************************. My order number is : BBY01-806554814809 Order Total: $ ****** The machine ID is: ***************** My repair ID is ******** My name is *************, my phone number is **************, my email address is ******************** When I went to drop off my machine on November 10, the staff gave me a yellow card and told me that I need to take this yellow card with me to pick up the machine. Then I received a text message and email on November 16 that someone has picked up my machine, but that day I was in school and I could submit my fingerprint punch card record, and my machine's pick up card in my wallet all the time, no one can take away the machine without that card. I receive repair completed message but my pick up info card with me all the time but the machine was picked up by someone else, is this a mistake of the staff? What is the point of giving me this card if they don't need to check the information when customers pick up?Same day, after I received a text message alerting me that my machine had been taken by someone and I called Dyson after-sales at ************ to confirm if my machine was still at the service center and the customer ********************** person gave me a definite answer and told me I could take it away at any time. But on 11/30/2022 I went to the service center with the card to pick up my machine but the staff was treated rudely and questioned why I took it away and came back again, I was very shocked because the pick up card was in my hand, I never come during 11/10/2022-11/30/2022, but he was unusually angry, which made me very disappointed and frightened. I called 911 while I was in the store, I knew it wasn't emergency but I was a girl who didn't know how to deal with it when the employees were bad mouthing me! But when the employee saw that I had called 911, he told me that the officer would not be of any help and told me to get out of the store, and at 11:50am, which was still their business hours, I got out and he locked the door. A few minutes later the officer arrived at the store, but the door was still locked. I told the officer all about the situation and he understood me, but since he couldn't open the door without permission, so we couldn't go in and talk to the employees and we left.After the officer and I left the store in the afternoon of November 30, I called Dyson's customer ********************** again, there was a 30-minute long communication, I explained the situation to the customer ********************** person, and he also transferred my call to the supervisor. But everyone was passing the buck, saying that different departments would help me request a response, and also told me that I would receive a reply from Dyson within 24 hours by email, but a week has passed and I still haven't received a reply.These day I have called several times to Dyson customer ********************** phone ************** without any results, also I sent email about all information to Dyson ( *********************************** , I still haven't received any response. I hope that you received the complaint and help me resolve this issue. Thank you so much!Warmly,12/6/2022

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off 2 fans only received one claim ticket one fan was registered the other was not and it was misplaced. I've been back and forth several times tried to resolve with employees at service center with no resolution going on 2 years now I've called corporate office multiple times and filed complaints with no resolution! This was a gift I don't have a receipt and was asked for serial number I provided it and the actual date and time I was at the service center. And still no making this right just a lot of finger pointing from the service center to corporate and back again a couple emails. no- Hey we want to make it right and refund me or a replacement nothing. I would advise to take pictures and register your products and get a claim ticket for each item and ask for a signature and a paper receipt written. As it's apparent no one cares to be honest.