Business Profile

Wholesale Vacuum Cleaners

Dyson, Inc.

Headquarters

Complaints

This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,001 total complaints in the last 3 years.
1,051 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
On July 25, 2024, I received a replacement unit from Dyson. This is the second item Ive received from them with issues. Over the past several weeks, it has emitted a strong burning odor, as if it were about to catch fire. This is not only alarmingits dangerous. I have halted all use of the $650 machine due to serious safety concerns.Whats more troubling is Dysons lack of urgency in addressing this matter. This is not a minor inconvenience or cosmetic defect; its a potential fire risk in my home. I trusted Dyson as a brand known for innovation and quality, but this experience has been deeply unsettling and has made me question both their quality control and customer service.I attempted to escalate the issue and was refused the opportunity to speak with a supervisor or manager via chat. I then spent over an hour and a half on the phone, only to be offered a refurbished model as a courtesy. Given the cost of the machine and the nature of the hazard, this offer was both inadequate and inappropriate.Desired Resolution:I am requesting the immediate replacement of this defective and hazardous unit with a new, fully inspected and functional productnot a refurbished model.
Business Response
Date: 07/08/2025
Hello:

Thank you for contacting Dyson.

As the warranty of the machine expired more than 6 months ago, the offer of a refurbished unit by customer support is an appropriate exception for a resolution. On the Better Business Bureau platform, we are unable to offer exceptions to the policy. We recommend the owner contact customer support again for the courtesy exchange or repair booking.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/08/2025

Complaint: 23571019

I am rejecting this response because: I have attempted to contact Dyson Customer support thru multiple vias with no assistance.

Sincerely,

***** ********
Business Response
Date: 07/08/2025
Hello:

Thank you for contacting Dyson.

As the unit is outside of its warranty period, Dyson would be unable to offer any form of new replacement device within this platform. Our owner is welcome to bring the unit to one of our local Dyson Service Centers for inspection and repair, however any services provided would be chargeable as the unit's warranty has matured.
Dyson ************** located at the below address.
******************
Ft. Lauderdale, ******* 33304
****************************************************************************

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/08/2025

Complaint: 23571019

I am rejecting this response because: the unit is NOT out of warranty. Dyson sent me this new machine on 07/25/24, less than a year ago and under its 2 year warranty policy. Again, the lack of resolution for this issue is concerning.

Sincerely,

***** ********
Initial Complaint
Date:07/08/2025
Type:Product Issues
Status:
AnsweredMore 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.
1.From the Dyson webpage online, ordered a Dyson Supersonic Origin hair dryer (Nickel/Copper)( HD07 Origin US/MX/CO BNk/BCo) on May 26, 2025 for a total of $291.60 on Apple Credit Card. Order number: **********. 2.Decided to Return product unopened and received email instructions with return label on June 1, 2025. PDF of email authorizing return available. *** accepted package on June 2, 2026. *** tracking Number: 1Z2Y55899092416565. PDF of *** acceptance available.3.Proof of delivery receipt on June 6, 2025. PDF of proof of delivery available.4.Never received any email confirmation of receipt of return or status of refund from Dyson. Such communication was detailed as their process in all descriptions of return process.5.14 Business days from June 6, 2025 is June 27, 2025, which is the maximum days for a refund as stated by their ************** calls ***************) on June 6th, June 24th, June 27, 2025 and a chat around June 12th all acknowledged receipt of the return and a promise that the refund would occur shortly within a few days, as soon as the returned product was returned to inventory.a.The June 27th call resulted in a promise the refund would occur in 3-5 days. (case (********). No communication has occurred. PDF of email from Dyson available.7.Never received any communication from Dyson and concerned this delay tactic is simply a strategy to have the customer give up on the return ********** transaction dispute of the original charge was initiated through the Apple Master card credit card company on July 3, 2025.
Business Response
Date: 07/08/2025
Hello:

Thank you for contacting Dyson.

According to our internal records, the purchaser filed a reversal through their bank for order **********.? Due to this, we are unable to refund them currently or provide a replacement until the payment claim has been resolved.? The customer should be aware of the reversal request.? Please have them contact their bank for any further information.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/08/2025

Complaint: 23569164

I am rejecting this response because:
Dyson customer service has not fulfilled their obligations and statements to me about a refund over the past month or so. As soon as the refund is credited to my account for the return, I will remove the reversal of charges on my credit card due to their lack of follow through on refund.

Sincerely,

****** ******
Business Response
Date: 07/09/2025
Hello:

Thank you for contacting Dyson.

Dyson considers this claim resolved. Until the charge back claim is resolved there is no way to process a refund or send a replacement. Once the chargeback claim is resolved next steps can be taken.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/09/2025

Complaint: 23569164

I am rejecting this response because: I initiated the chargeback under the category of "refund issue" Dyson needs to issue the refund via the bank and the chargeback will be removed by the bank. Simply provide the refund I am due and stop the stalling and confusion by your firm.

Sincerely,

****** ******
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
We purchased a Dyson air purifier fan. An amazing product - until it developed a whining sound. We took it to the Dyson recommended service center at ***********************************************. After one month and not hearing from the service center, we called and left a message. We got no response. We tried to call Dyson directly, but you end up in a phone loop that takes you where you started. No one returns calls or answers email. After almost 2 months we went to the service center. and picked up our Dyson air purifier. The service person had not looked at it and made no excuse or gave any information. We tried calling Dyson to let them know that there was something very wrong with their service center. We could not get past the happy Brisih voice recording. We left messages and none were returned. There seems to be no connection between the company and the Dyson service centers. So we have a product we cannot use and seemingly no recourse. How do we get through to Dyson or anyone?
Business Response
Date: 07/03/2025
Hello:

Thank you for contacting Dyson.

We are sincerely sorry to learn of the owner's recent repair experience. However, in order to assist with their inquiry, we require some details to investigate. Please, provide the serial number of the purifier, the name of the registered owner, the Dyson service center work order number provided when the machine was taken in for repair.
Once we have these details, we will be better able to assist.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/03/2025

Complaint: 23552410

I am rejecting this response because: I have provided the information they require as much as I have. I have no work order number as the repair center at ********************************************** did not give a work order number - just a ticket stub with 4 numbers which they took back when we went to retrieve our unlooked at unrepaired purifier after hearing nothing for two months. The product was purchsed by me, *** ********* ****************************************************************************** ************. The Number on the unit is NM7-US-JDA5118A. There are other numbers having to do with wi-fi connectivity. I have tried to speak with anyone at Dyson and that is my complaint. I am in an endless loop. I would like the company to tell me where to get my purifier repaired or what is going on at the Cordaville Road service center and why 2 months went by with no call or any communication.

Sincerely,

*** *********
Business Response
Date: 07/03/2025
Hello:

Thank you for contacting Dyson.

We have concluded our internal investigation regarding your machine and repair. The records indicate that the machine was inspected, the issue reported was a noise. Are there any other symptoms of the machine's performance the owner can share that might help to determine the likely issue the machine is experiencing? The options at this time are to book another repair or provide an exchange replacement.
We are happy to assist the owner with their preferred resolution.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/08/2025

Complaint: 23552410

I am rejecting this response because:
The issue with Dyson from the start was that there is mo way to get in touch with anyone - either at Dyson or at the authorized service center where our machine sat for almost 2 months. The problem with the machine was and is a high pitched sound which it never made before. It was amazingly quiet which is why we bought it in the first place given its high cost.
In order to solve this issue by repairing or replacing this machine, Dyson must provide us with contact information in order to accomplish this. The "usual" contact phone number for the authorized service center go to voice mail and are unanswered! That has been the complaint from the start!
Sincerely,

*** *********
Initial Complaint
Date:07/02/2025
Type:Order Issues
Status:
AnsweredMore 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 began corresponding with Dyson regarding a faulty vacuum on June 11. They agreed to send me a replacement vacuum. I communicated with them via chat and email on 6/19, 6/20, 6/22, 6/23, 6/25, 6/26, 6/27, 7/1 and 7/2. They confirmed they received my exchange but that the replacement vacuum is out of stock. At this point I just want my $350 refunded via check. As per the ********-**** warranty act, I am entitled to a refund or replacement vacuum within a reasonable time frame. Its been almost 30 days without a functioning vacuum and everytime I correspond with Dyson I get in accurate information and Im told to keep waiting.
Business Response
Date: 07/03/2025
Hello:

Thank you for contacting Dyson.

Our records indicate that a copy of the purchase receipt which indicates the place of purchase and date of purchase are required in order to provide further resolution for the owner.
Please, provide a copy of the purchase receipt in reply as well as email a copy to ************************************************************** with instructions to have the receipt attached to the owner's account details. Once we have this infromation we will be better able to assist further.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/03/2025

Complaint: 23551418

I am rejecting this response because:

In the hundreds of messages I sent back and forth with Dyson, no one ever told me I was missing the receipt. I also uploaded the receipt to my Dyson account when I activated my warranty. The excuses Dyson has come up with throughout this process have been ridiculous. First, I was told they didnt receive my return, then Dyson tried to tell me to open a case with **** then they opened a case and received confirmation my item was received, then I was told my exchanged item is out of stock. It really all just sounds like a warranty scam and a breach of the ******** **** federal warranty law.
Attached is the receipt you are asking for. Now can I please have my refund so I can go buy another brands vacuum that actually works and from a company that values customer service instead of **********************?

Sincerely,

********* ********
Business Response
Date: 07/03/2025
Hello:

Thank you for contacting Dyson.

Thank you for the purchase receipt. The exchange has been approved for processing. As this was purchased from a retail location, we are unable to provide a refund. However, with the owner's confirmation of their delivery address we will get a replacement shipped out as quickly as possible with express shipping and a signature required for delivery.
Please, confirm the desired delivery address so we can proceed with the replacement order.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/03/2025

Complaint: 23551418

I am rejecting this response because:

My address is ********************************************************************

I will accept the better business bureau response and close the case when you provide me with tracking number for the replacement vacuum.

Sincerely,

********* ********
Initial Complaint
Date:07/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 filing this complaint regarding a defective Dyson BP03 air purifier that has caused physical discomfort since first use and remains unresolved despite months of repeated, good-faith attempts to fix the issue through Dyson customer service.Shortly after receiving the unit, I noticed a persistent weird odor emitted during operation, which caused throat irritation within minutes. I promptly contacted Dyson support and have since spoken with multiple representatives, participated in lengthy troubleshooting, and kept receiving the same replacement filterseven when I explain replacing that doesn't work multiple times. I also identified the internal gray filter as a possible source of the smell and explicitly conveyed this to Dyson, but the issue was never properly addressed.Detailed communication with Dyson:Initially after lengthy troubleshooting, Dyson sent me a replacement **** filter. After replacing it, the odor persisted. I communicated this clearly during several calls with Dyson representatives, explaining that replacing only the **** filter did not solve the issue.Despite this, I was informed that a filter would be shipped once in stockthough no specific filter was identified. When I followed up, Dyson shipped the same **** filter again, ignoring my explanation that the issue appeared to come from the gray filter as well.On my most recent call, I spent over 40 minutes trying to escalate the issue to a supervisor, only to be met with confusion and ********* this point, I am requesting a complete refund.Despite my early and continuous engagement, Dyson has refused to offer a refund, citing its 30-day return policy. However, the product was defective from day one. I believe Dyson can verify via backend logs that the total runtime has been minimal, further confirming the unit was never usable under normal conditions.
Business Response
Date: 07/02/2025
Hello:

Thank you for contacting Dyson.

Our records indicate that the owner placed the order for the Dyson Purifier Big + Quiet Formaldehyde BP03 on 5/29/2024, 9:37 PM. The first contact with the owner recorded on the owner's account records occurred on 4/7/2025, 12:55 PM. On this date, to provide a resolution, an order for a replacement filter was created with order confirmation number 1653050360.
Due to almost one year passing before the owner reported any problems with the use of the machine an exception for refund is not possible. Dyson refund policy clearly states the owner has the option to contact Dyson and request a return for refund within the first thirty days after delivery.
As replacement filters are considered consumables, they are not covered by the 2-year manufacture warranty. However, Dyson representatives have provided free of charge two separate filter orders as an exception.
The owner is welcome to purchase new filters online with the following links ********************************************************************************************************************* and *******************************************************************************************************************************************
Considering the time that has past since the initial purchase and the two separate orders for replacement filters free of charge, Dyson considers this claim resolved.
Thank you,

Dyson, Inc.
Customer Answer
Date: 07/02/2025

Complaint: 23547773

I am rejecting this response because:
the two filters are exact same ones. During the second interaction with Dyson, I have already explicitly mentioned twice that replacing HEPA filter does not work. They insisted on sending me another HEPA filter without addressing any of my concerns and observations. They are not solving the issue at all.

Sincerely,

** ****
Business Response
Date: 07/02/2025
Hello:

Thank you for contacting Dyson.

We consider this claim resolved, as we have provided helpful links to purchase the necessary filter/s. Please note that filters are consumable items and are not covered under the manufacturers warranty, Dyson is not obligated to provide these products free of charge.

Normal wear and tear, including the replacement of filters, are not included within the scope of warranty coverage. For your reference, you may review the warranty terms included in your product packaging or by scanning the ** code located on the outside of the box. If you wish to read the full Limited Warranty Terms, they are also available on our website: **********************************************************************************************************************

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/03/2025

Complaint: 23547773

I am rejecting this response because:
First, I cannot confirm the filter is the only cause of the weird smell since I am not an expert of the product. But Dyson refuse to look into the situation in previous communications. Second, the middle layer of filter has a warranty of 2 years. The current situation that the filter in my machine has strong smell within one year of bearly use, meaning their product has concerning issues which will cause negative effect on users health. Third, in previous calls, I in multiple times offered the option of returning the useless HEPA filters that Dyson sent to me and actively looking for better solution for the weird smell. Despite my active reaching out and looking for a resolution, Dyson either send me another already proven useless HEPA filter or note the case as solved.

Sincerely,

** ****
Initial Complaint
Date:07/01/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore 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 brought a vacuum from Dyson last year from ********* and the machine is manufacture defected. I tried to call Dyson for repairs and replacement. They falsely denied my claim said I have an open dispute on my account for another item therefore they are not able to replace it. I explained to them the dispute was opened cause I returned my item and never received my refund and couple supervisors had already received the item but they refused to refund the money. The customer agents had escalated my issue couple times and I had received multiple escalation numbers but no one responded to my requests. Beware of Dyson.
Business Response
Date: 07/01/2025
Hello:

Thank you for contacting Dyson.

Our records indicate that the purchaser filed a complaint w/ their financial institution. Dyson is unable to provide a refund or replacement until this claim has been resolved.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/01/2025

Complaint: 23542520

I am rejecting this response because: I would like to talk with someone on phone and make sure I will receive my refund for the returned item before I withdraw my dispute. Please give me a call back. I had received the call earlier but I am at work. Please give me a call after 4PM central time.

Sincerely,

*** ***
Business Response
Date: 07/01/2025
Hello:

Thank you for contacting Dyson.

We have attempted to contact the owner by phone three times today without success. The owner may call the Dyson customer care line at ************** for further assistance regarding the V15 cordless vacuum cleaner. All details are noted on the account regarding this BBB claim and any previously applicable restrictions have been lifted.

Thank you,

Dyson, Inc.
Initial Complaint
Date:07/01/2025
Type:Delivery Issues
Status:
AnsweredMore 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.
On 17th Dyson agreed to replace my Gen5 Absolute stick vacuum using their return by mail replacement system for a new unit in which they were to ship to me immediately upon receiving my defect unit which was mailed back to them and they confirmed was received and scanned into their warehouse on June 23rd, 2025. This documentation from *** is included. After the Received it, I called every Day for the last 7 days confirming they not only reived it but they also promised to send my replacement unit to me expedited overnight due to my medical condition and that I would receive the confirmation by end of day. They continued to tell me this every day and every day I asked to speak with a manager and every day they refused to connect me with one. No I am being told they made an error and have misplaced my original machine I sent in and cancelled my replacement order when I in fact shipped the correct machine and the confirmed they received several times. It is not my fault their warehouse made an error and I expect my replacement machine to be sent to me expedited mail as promised overnight and this issue be immediately resolved. Order ******** Exchange ************
Business Response
Date: 07/01/2025
Hello:

Thank you for contacting Dyson.

Our records indicate that the order 1653422083 was shipped and delivered with UPS tracking number 1Z58333F0334882297. A claim has been filed with UPS to determine the status of the delivery. This process typically takes 10 or more days to complete.
Once the UPS determination has been obtained, we can explore further options for resolution.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/01/2025

Complaint: 23541278

I am rejecting this response because:

I know for a fact, they shipped back the correct machine and if you had a messed up in your warehouse and you scanned someone else’s machine instead of mine or some sort of a mixup, that’s not my fault you confirmed several times last week when I called and spoke with several representatives that you received the correct machine back in your warehouse and that you would be shipping it out overnight expedited mail the replacement new one due to my medical condition. You’re not allowed just to steal my machine in a respectfully asked that you honor the replacement that you promised and ship out my replacement machine immediately.

Sincerely,

Keith Proschwitz
Business Response
Date: 07/01/2025
Hello:

Thank you for contacting Dyson.

Our records indicate that the order 1653422083, exchange replacement, was shipped and delivered with UPS tracking number 1Z58333F0334882297.
This is the shipment of the replacement to the customer not the return shipment.
A claim has been filed with UPS to determine the status of the delivery. This process typically takes 10 or more days to complete.
Once the UPS determination has been obtained, we can explore further options for resolution. Until UPS has determined the status of the delivery, we are unable to provide a new replacement or refund. Please allow the estimated 10 business daytime frame for Dyson to obtain the claim investigation results from UPS.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/01/2025

Complaint: 23541278

I am rejecting this response because:
You clearly are not reading any of the documentation. You are referring to the vacuum that you replaced previously about a week or two before that also had problems which was the standup canister vacuum. We are referring to the Dyson GEN five size stick vacuum With a completely different order number, which was provided to you in the original complaint, which I suggest that you re-review.
Order number: 45510631
Tracking Id: 122Y55899090715370
Dyson Gen5outsize
Absolute
The tracking information clearly shows that I shipped you back the original machine and you received it on 23 June. Your car records will also show that they called every single day because you stated you would make a medical exemption to reset my replacement unit overnight Nail due to my medical conditions and horrible asthma, which is life-threatening..
You clearly have no Clue what is going on and haven’t read anything at all in the documentation nor have you reached out to me to try to rectify this and you need to ship my replacement.

Description of complaint:
On 17th Dyson agreed to replace my Gen5 Absolute stick
vacuum using their return by mail replacement system for
a new unit in which they were to ship to me immediately
upon receiving my defect unit which was mailed back to
them and they confirmed was received and scanned into
their warehouse on June 23rd, 2025. This documentation
from UPS is included. After the Received it, I called every
Day for the last 7 days confirming they not only reived it
but they also promised to send my replacement unit to me
expedited overnight due to my medical condition and that
I would receive the confirmation by end of day. They
continued to tell me this every day and every day I asked
to speak with a manager and every day they refused to
connect me with one. No I am being told they made an
If you have any questions or
concerns, please contact the
BBB assigned to your
complaint:
BBB of Chicago & Northern
Illinois
121 W Wacker Drive
Suite 2000
Chicago, IL 60601
(312) 832-0500 or Toll Free
at (888) 982-0210
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1 of 3 7/1/2025, 5:57 AMStep 3 | File Complaint against Dyson, Inc. | Better Business Bureau https://www.bbb.org/file-a-complaint/0654-33004452/form
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error and have misplaced my original machine I sent in
and cancelled my replacement order when I in fact
shipped the correct machine and the confirmed they
received several times. It is not my fault their warehouse
made an error and I expect my replacement machine to
be sent to me expedited mail as promised overnight and
this issue be immediately resolved. Order 45510631
Exchange ID1653422083
Account/Order/Tracking number:
Order 45510631 Exchange ID1653422083
Desired settlement:
Replacement

Sincerely,

Keith Proschwitz
Initial Complaint
Date:06/30/2025
Type:Product Issues
Status:
AnsweredMore 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 2 Dyson Air Purifiers PH04 at the cost of $1200 plus each and one of the purifiers had a code that it needed service. I purchased the air filters, *********** to clean it, followed the directions and when it went to the cleaning cycle of 60 minutes, I followed the directions and refilled the canister, reinserted and it kept going through the cleaning cycle again for 60 minutes. My wife and I did this 3 times and finally I called Dyson service. I spoke to a **** and we went through the reset system again and finally he gave me a order # of ********** but said the PH04 was out of stock and we would be contacted when its in. I was patient but called a few months later then told that I would have to hold and for 2 hours I was back and forth on hold. I told him my home phone was dying and to call me back. To this day Im waiting for the call. Whenever I call I get someone I can barely understand and they either hang up or the phone disconnects. I called today June 30th 2025 and again spoke to a Shweta ? and after 2 hours of holding off and on she comes back and says its out of warranty. I asked when did I first call she told me it was in August 2024 and the Warranty expired in December 2024. I told her that I called and felt they were purposely letting the warranty expire. She said they would not repair it, so my reaction was to throw it in the trash I have a Dyson bladeless fan, a Dyson Vacuum, and I am very disappointed in the customer service part. I sent an email and never got a response. This is frustrating and I dont think it will get resolved but at least I can say that I tried. Not looking for a refund but looking for a replacement. thank you for reading this.
Business Response
Date: 07/01/2025
Hello:

Thank you for contacting Dyson.

A repair has been booked at the local Dyson ************** for the owner with notes to inspect and repair with consideration of the contact previous to the warranty expiration date. The repair work order number is 4583435. The owner will need to visit this location for the service as this service center only offers service for walk in customers. ******************************************************************************
The owner is within 30 miles of the Dyson service center, so shipping is not an option.
******************
Suite 1220
King of Prussia. PA 19406

Thank you,

Dyson, Inc.
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 sent my Dyson back for repair and received a nasty used dryer back after multiple calls trying to get an update. Initially I was sent a mailing label back to myself which I caught before sending. I then had to go through everything again and get a correct mailing label to ******** ** location for the repair. I received an email that stated Dyson was sending the dryer back but the tracking number didnt work and the email indicated it was being sent to them not me. After two more calls I was informed i would receive an update in 3 days. I did not receive an update but did receive a blow dryer back which was nasty and not my original unit repaired . My unit number is 2CF-US-SJJ7998A. The unit I received was 2CF - US - SJK9073B which is unacceptable and so nasty. Case number is ******** and repair number was ********. I have spent hours with Dyson on the phone and via chat. I again just called them before I sent this complaint and put on hold then phone call ended. I would like my original unit repaired or a new replacement meaning a brand new dryer not a nasty used dryer.
Business Response
Date: 07/01/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.

Dyson Supersonic comes with a 2 year limited warranty providing parts and repairs for manufacturing defects. In the event that an issue can not be resolved through parts or repairs, an exchange may be provided with either a brand new or refurbished machine, based on the warranty. If the Supersonic is in the first year of warranty, a new Supersonic will be provided; however, if in the final year of warranty, the replacement would be a refurbished unit. The customer's machine warranty matures 12/24/2025.

An inspection was completed and our technicians indicated the thermal fuses had tripped. This is typically due to an environmental issues, such as the outlet zapping the product, or lightning coming in while its plugged in. However, as it could not be confirmed to be environmental, an exchange for a refurbished Supersonic was provided as a courtesy.

Refurbished Dyson models have the same high-quality performance as a new one. Our high quality refurbished machines have gone through our Dyson Refurbishing Process and then been thoroughly tested to meet performance standards. Each machine that is approved for shipment as a refurbished model has passed a detailed inspection and tests to meet the same standards as a new machine. Units may have some cosmetic blemishes that include scratches and/or other surface imperfections, that do not affect functionality.

Thank you,
Dyson, Inc.
Customer Answer
Date: 07/01/2025

Complaint: 23536619

Complaint ID: 23536619
Subject: Rejection of Response & Request for Resolution

Dear Dyson Support,
I am writing to formally reject the resolution provided in response to my complaint, and I am requesting that Dyson reconsider my case for the following reasons:
Mishandling of My Original Unit:
On June 11th, I received an email from Dyson stating that my original unit was being returned to me after repair (copy of the email is attached). When the unit failed to arrive, I contacted Dyson twice in regards to not receiving my unit. During the 2nd call, I was shocked to learn that, due to what I believe was an internal error, Dyson needed to research the location of my unit instead. My original machine had been repaired, but I never received it. It appears Dyson lost my original unit.

Unacceptable Condition of Replacement Unit:
The dryer I received was in very poor condition—it was dirty, clearly used, and not properly refurbished. A refurbished unit should be clean and meet quality standards. I am deeply disappointed that Dyson would send such a low-quality product in response to a warranty repair.
Violation of Dyson’s Own Warranty Policy:
As per Dyson’s warranty terms:
"If your Dyson product breaks down within the warranty period due to faulty materials or workmanship, Dyson will typically repair or replace it with a new unit, not a used one."
Dyson also claims to use only genuine Dyson parts in repairs. Furthermore, if a unit is damaged beyond repair during service, the policy states it will be replaced with a new one. The used dryer I received does not meet these standards.
No Fault on My End:
Dyson’s suggestion that my unit was damaged by a storm or power surge is entirely inaccurate and insulting. There were no such events. I take meticulous care of all my appliances, and I use the dryer only 2 to 3 times a week. The unit was well-maintained and should not have failed within just 1.5 years.
Poor Customer Service & Label Confusion:
Dyson incorrectly provided two return labels: one that I received (which should have gone to Dyson), and a second that was later sent back to Dyson by mistake. These labeling errors led to confusion and delays. Additionally, when I contacted customer service, one of my calls was conveniently dropped, and I never received a call back.
Request for Proper Resolution:
I am extremely disappointed that my $400 investment was returned to me with a used unit in such poor condition. After making multiple attempts to resolve this issue—including five contacts with Dyson—I still do not have a satisfactory outcome.
I respectfully request that Dyson either:
Return my original, repaired unit (if it can be located), or
Replace it with a new unit, as outlined in your own warranty policy.
Thank you for your attention to this matter. I look forward to a fair and timely resolution.

Sincerely
Tonya Elmore
Business Response
Date: 07/02/2025
Hello:

Thank you for contacting Dyson.

In consideration of the owner's further evidence a new exchange order has been created with order confirmation number 1150266750. A label has been generated for the return of the refurbished unit. Once the return has been delivered, inspected and processed the replacement will be shipped. The expected turnaround time from the date of delivery back to Dyson is 15 days for shipping of the replacement.
Please note, the replacement will adopt the original warranty terms and expiration date.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23536619, and find that this resolution is satisfactory to me. I have returned the Dyson sent to me today.

Sincerely,

Tonya Elmore
Initial Complaint
Date:06/29/2025
Type:Product Issues
Status:
AnsweredMore 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 have purchased 2 Dyson *** 5 Outsize V12 Vacuums, one on May 22, 24 and 1 on Aug 26, 23. Within 1 year the wheels on the vacuum head fell off. Dyson agreed to exchange the units with new vacuums. The first vacuum (1AK-US-SGA3283A) was shipped and exchanged on Mar 20, 25. The second vacuum (1AK-US-3278A) was shipped on Mar 25, 25 and received in *******, Tx on Apr 1, 25. In the attached documents, Dyson acknowledge receipt of the vacuum on Apr 1, 25. On the Exchange V 15 document, Dyson state that they no longer support the V12 vacuum and will exchange it for a V15 vacuum with my agreement. I sent email on June 11, 25 with my agreement. I have not received the V15 vacuum. I contacted Dyson today (June 29, 25) and was told they would not be able to do the exchange. Dyson currently have my *** 5 Outsize Vacuum, and they have agreed to exchange it. I need help resolving this issue.
Business Response
Date: 07/01/2025
Hello,

Thank you for contacting Dyson.

We are sorry to hear of our owners concerns. After a thorough internal review, including the exchange request and all submitted documentation, we are unable to honor our owners exchange request at this time. Should any new information become available, we encourage our owner to submit additional documentation for further consideration. We will be happy to review the case again.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/09/2025
Complaint: 23533814

I am rejecting this response because: I just received the Dyson response. That is unacceptable, and if they cannot exchange my defective vacuum, please return the vacuum that I shipped to *******, ******

Sincerely,

******* ****
Business Response
Date: 07/09/2025
Hello:

Thank you for contacting Dyson.

Again, we are sorry to hear of our owners concerns. After further review, our previous determination remains final, and we are unable to honor our owners exchange request at this time. We encourage our owner to submit additional documentation for further consideration of this request. We will be happy to review the case again.

Thank you.

Dyson, Inc.

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