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

2,999 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:07/10/2025
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 had purchased a Dyson Airwrap for my wife. After using it for less than a year, the wires have completely gotten tangled and there is no way to fix it. I have contacted Dyson multiple times and they refuse to fix it even though it looks like it's a manufacturer defect. There is tons of similar complaints on reddit and ******** about this same issue. We had originally purchased this from Dyson UK (as my wife used to live in the **). Even though Dyson is a global brand, they refuse to do anything about my Airwrap. I paid close to $600+ for this machine and now due to this issue, it is barely usable. I am contacting BBB to help mediate a resolution for my machine. I would either like to get this machine replaced or get it replaced with a Dyson Airwrap id; that particular model seems to have this issue resolved. I am really hoping someone can help here
Business Response
Date: 07/10/2025
Hello:

Thank you for contacting Dyson.

We are sincerely sorry for the inconvenience and frustration the customer has experienced. However, the ********************** manufacture warranty covers domestic use. Meaning that the warranty and service is covered while in the warranty term within the country or market of purchase.
Will the owner be in the **** permanently? Does the owner have a copy of the purchase receipt?
Exceptions to the policy are not possible on this platform. Once we have the answers to the above questions, we will be better able to assist the owner.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/10/2025

Complaint: 23579589

I am rejecting this response because:
- It is not satisfactory. No repair, replacement was given.
I am a permanent resident of *****************. I live here permanently. My wife is from the ** but she has since moved as well and permanently lives in ****

Sincerely,

Ashaab Alam
Business Response
Date: 07/10/2025
Hello:

Thank you for your reply and the requested information. We have created a warranty registration account in the US system for the owner, and we will be in contact with them directly through email for further assistance and resolution.
As this claim is being taking off the BBB platform, we consider the claim resolved.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/10/2025

Complaint: 23579589

I am rejecting this response because:
- I haven't received any communication from Dyson yet.
- The warranty claim hasn't been approved and the reply is vague
- The claim should only be resolved once a resolution is given for the Dyson Airwrap product. Right now nothing is confirmed.
Kindly please reach out at ******************** or my number ************.

Sincerely,

Ashaab Alam
Initial Complaint
Date:07/09/2025
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 ordered a Dyson Supersonic Nural hairdryer in Strawberry by mistake on 5/24/2025. I wanted a different color but was unable to cancel the order after it was placed. As soon as the package arrived, I took it to *** to send it back with the return slip that Dyson provided (5/31/2025). I did not open it as I did not feel that it was necessary since I was returning it. The package was received by Dyson on 6/4/2025 yet I did not receive any kind of documentation from the company letting me know that they received the return. As of today (7/9/2025), they still have not processed my refund. I have contacted the company 4 times over the past week and they are telling me that the return is "under investigation" by the company as the machine that is listed as received is a "different Dyson machine". Every time I contact the company, they tell me that there should be a new update in ***** hours and there is never a new update. Unfortunately, because I didn't open the box I don't know which item I received but if the company shipped me the wrong item I should not have to wait this long for my refund.
Business Response
Date: 07/09/2025
Hello:

Thank you for contacting Dyson.

We are sincerely sorry for the inconvenience and frustration the customer has experienced. A full refund request has been submitted with reference number D5JQGBFPRCGPV7G3.
Please note, it can take up to 10 business days for refunds to complete and two billing cycles for the funds to be reflected on the owner's monthly financial statements.

Thank you,

Dyson, Inc.
Customer Answer
Date: 07/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********
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.
Hello, Id like to make a complaint about Dyson, who refused to replace a defective vacuum I purchased.Specifically the bin of the vacuum (v12 detect slim) is broken. The customer service team said the part is out of stock and they dont know when it will be back in stock and the best they can do is setting up an alert for me. Id like to request a timeline for when the bin is back in stock. If thats not possible, Id like to request a replacement of the full vacuum. Right now Im not able to use the vacuum, which is very concerning. Thanks!
Business Response
Date: 07/03/2025
Hello:

Thank you for contacting Dyson.

We are sorry to learn of the delay and frustration the owner has experienced with their request for part support. We have requested the replacement bin be shipped from a Dyson ************** as there is no inventory available in the warehouse currently. Once the package has been retrieved by *** the owner will receive an automated email with the shipping details and tracking number. Our expectation is that the owner will receive the delivery in 3-5 business days.

Thank you,

Dyson, Inc.
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
Continued on next Page
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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

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