Complaints

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

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• 

  Dyson, Inc.

  1330 W Fulton St # 5th Floor Chicago, IL 60607-1137

  
• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

  1330 W Fulton St # 5 Chicago, IL 60607-1137

  
• 

  Dyson

  150 Allendale Rd Ste 11220 Suite 11220 King of Prussia, PA 19406-2926

• 

  Dyson Direct, Inc.

  7485 Dean Martin Dr STE 110 Las Vegas, NV 89139-5978

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:05/16/2025

  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.

  Just like the other customer with the complaint filed a week prior to mine, Dyson is giving me the same run around excuses. Dyson accepted and arranged an exchange for my Dyson Corrale under warranty. I printed out their return label and returned the product in the mail as instructed. Dyson acknowledged receipt specifically to the Corrale on 4/16/2025. I have proof of Dyson even acknowledging they received the Corrale machine. A month has elapsed, no exchange product. I called in, I messaged them, I escalated to managers to these obviously outsourced Dyson service call centers. They are playing the game with the "wrong serial number is in their system" even though they acknowledge receiving my Corrale machine. This is exactly what the other customer complained about a week before me. Their resolution is to do nothing and keep my machine and even refuse to send the original machine back to me when I asked them to numerous times.I just finished a months long problem with them where over the phone I ordered and paid for the new Professional Supersonic r hair dryer (directly through Dyson) and they sent me some very cheap refurbished, used completely different product with someone else's hair in it. They used similar gaslighting tactics to not refund my money or send me the correct product. As much as I liked the innovation of this company, I can no longer ignore this borderline criminal behavior of this company. I'd rather take the time exposing this company via *** and other legal avenues than spend any more time with these outsourced call centers that obviously have been instructed to delay, deflect, and deny helping Dyson customers.

  

  Business Response

  Date: 05/19/2025

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

  We have reviewed the customer's exchange order and show it was created for a Dyson Airstrait registered to the customer. **********************'s exchange policy requires the original machine to be received and confirmed via serial number prior to the replacement processing. Our warehouse received the package and reported a Dyson Corrale was received. This has prevented the replacement from processing. 

  As the customer does not have a ********************** Corrale registered to them, we would request the customer provide a copy of their proof of purchase. This would be an order confirmation or sales receipt showing date of purchase, seller and item. Once we have received this information, we will be happy to review further. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23341933
  
  I am rejecting this response because:

  I specifically called in with the complaint in regards to the Corrale. If you cannot honor the exchange you must return my machine I sent to Dyson as instructed. I sent it back exactly as instructed. If that's a problem now, stop refusing to send my machine back to me.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/16/2025

  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 bought the Dyson V11 Extra vacuum cleaner (Order Number: **********) in November 2023 and is still under warranty.The vacuum has become inoperable due to persistent overheating and failure to turn on. I contacted Dyson customer service and spent considerable time on multiple occasions trying to resolve this issue. Initially, I was offered only replacement parts, which I made clear would not address the problem. After extended back-and-forth communication, your team eventually agreed to issue a replacement unit, contingent on receiving the faulty vacuum via a *** return.However, I never received the promised follow-up email containing the return shipping instructions or confirmation. Despite this, I made the effort to visit a *** location to proceed with the return, only to be told there was no record or authorization for a return *********** this point, I have been without a working vacuum for an extended period, despite it being under warranty and having gone through your official support channels in good faith. Given the inconvenience, time lost, and lack of proper follow-through on your part, I am now requesting that Dyson provide me with a replacement unit immediately without requiring the return of the faulty product.

  

  Business Response

  Date: 05/19/2025

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

  We have reviewed the customer's initial chat in which they reported the machine was not powering on. The customer noted the machine was over heating and "revving" prior to the no power issue. Overheating is a sign of a blockage in airflow, due to a physical blockage or dirty filter. The pulsating the customer described is not a defect, but rather a defense mechanism built into the machine to alert the user of the issue. If the issue is left unresolved and you continue to use the vacuum, this can cause permanent damage to the motor. 

  Dyson offers a two year limited manufacturing warranty. This warranty does not cover wear and tear, accidental damage or maintenance related issues such as a blockage. I do see; however, that an exchange was approved. In accordance with the Dyson Exchange Policy, the original machine would need to be returned and confirmed via serial number prior to the replacement processing. From that point, it can take up to 18 business days for the replacement to be received. 

  If the customer does not have a box for packaging the machine, they can visit any *** Store and provide reference 1653256383 to have the vacuum packaged and shipped at no charge. The customer would need to provide ********************** with the return tracking number. If the customer is able to package their machine, we have provided a prepaid shipping label, tracking 1Z2Y55899098609471. This was emailed today from ********************************** and may have been routed to their spam folder. Please retain any non motorized tools, returning only the main body, cyclone, battery, wand, and motorized cleaner heads.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23340243
  
  I am rejecting this response because: I sent my vacuum back and *** charged for it. Please refund this cost (receipt attached) and ship my new Dyson 11 pro as soon as possible.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/20/2025

  Hello,
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. We have updated the exchange request accordingly. In accordance with Dyson Exchange Policy, once the incoming machine is received and confirmed by serial number, a replacement machine will be processed and shipped. Please note that delivery may take up to 18 business days.
  
  Please be aware that packing and shipping materials are purchased at the owner's discretion and are not eligible for reimbursement by Dyson Direct. We sincerely apologize for any inconvenience this may cause.
  
  Thank you,  
  
  Dyson, Inc.

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23340243
  
  I am rejecting this response because: please see the chat history from customer service and your previous response which states: If the customer does not have a box for packaging the machine, they can visit any *** Store and provide reference 1653256383 to have the vacuum packaged and shipped at no charge. This response stating that return shipping is at the owners expense is in direct conflict with both your previous statement and chat history. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/16/2025

  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 purchased Dyson humidifier AM10 in May 2024. The humidifier stopped working and I was requested to provide a receipt when I had an online chat with Dyson customer service to start the warranty repair. I did not have the receipt of the purchase made a year ago so I had to contact the manager of the store I purchased and I was able to get the receipt from their system. Since I provided the receipt two weeks ago, and even after multiple emails requesting for the instruction of the warranty claim, I have not received a single response. I just want my humidifier get fixed or get a refund.

  

  Business Response

  Date: 05/16/2025

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

  Dyson offers a 2 year limited warranty for products purchased through an authorized retailer from the date of purchase. If proof of purchase can not be provided, the warranty start date is estimated 90 days for the date the machine was manufactured. Based on Dyson's records, the machine was manufactured September 22, 2022 and the estimated purchase date is December 20, 2022. This would mean the 2 year limited warranty matured December 20, 2024. 

  As the customer claims this was purchased May 14, 2024, proof of purchase is required to validate the dates. While the customer did provide a printed paper showing a transaction, this would not constitute valid proof of purchase. Valid proof of purchase would be an order confirmation or receipt that shows the date of purchase, seller and item. 

  If the customer is able to provide valid proof of purchase, we would be happy to review further. Without valid proof of purchase, this would be considered an out of warranty concern and parts or repairs would be chargeable. Additionally, the unit would be ineligible for exchange. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23336864
  
  As attached, the store manager confirmed that the receipt originally attached is the only proof that the store can generate. 

  As suggested by the store manager, I was able to confirm that the item number on Canadian tire matches with the item number on the original receipt . 

  There is no logical ground to deny activating the warranty given the proofs I am submitting  

  Please review again  

  I just want to have this humidifier repaired  

  
  Sincerely,
  
  Seongmoon Jeong

  

  Business Response

  Date: 05/21/2025

  Hello, 
  
  Thanks for contacting Dyson and providing the additional information. 

  We have reviewed the additional details provided. Based on our review of all current information, we are unable to honor any exchange, or replacement requests, for this machine. In accordance with Dyson's Warranty Terms, proof of purchase should be retained to validate the warranty and purchase date. Without valid proof of purchase, the purchase date and warranty start date is estimated 90 days from the date of manufacturing. This machine was manufactured September 21, 2022. The estimated purchase date is December 21, 2022. With the estimated purchase date, the warranty matured December 21, 2024. We are happy to review further if the customer is able to provide valid proof of purchase. 

  Thank you, 

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23336864
  
  I provided the proof of purchase, clearly showing the date of purchase, including the matching credit card statement, the item number and the text from the store manager confirming that this is the only proof that their system can generate for the previous purchase. Dyson can easily verify my purchase with Canadian Tire store located in *************** anytime.

  This is very disappointing as I have purchased and still using many other Dyson brands.

  I just want to have my humidifier repaired, but if Dyson keeps rejecting without showing any efforts or any proper reasons, I would want a refund.

  Again, if I can get my humidifier, which I purchased in May 2024, repaired, I will be more than happy.

  Sincerely,
  
  Seongmoon *****

• Initial Complaint

  Date:05/15/2025

  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.

  Blower dryer overheating and not working. After cooling it works for 3 mins then shuts off again. Contacted the customer service and was told it was no longer under warranty which I paid over 500. To send it in for repairs which can take up to 21 days once it reaches the service center. Therefore I will be without a blow dryer and the inability to wash my hair during this time.

  

  Business Response

  Date: 05/16/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson offers a 2 year limited warranty covering manufacturing defects. This warranty does not cover wear and tear, accidental damage or maintenance related concerns. As the customer's machine was purchased December 14, 2022, the two year warranty matured December 14, 2024. Additionally, overheating is not related to a manufacture defect, but rather maintenance. 
  
  Filter maintenance is extremely important to keep your Supersonic at top performance and should be completed at least monthly. This video will guide you through the monthly filter maintenance. ***********************************************************;
  
  As the customer's machine is out of warranty and the issue is related to maintenance, parts or repairs would be chargeable as well as any applicable shipping charges. A repair request has been created. Ship to inspections can take up to 21 business days. The customer can view the Repair Terms and Conditions here under Frequently asked questions: ****************************************************************************;
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service 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.

  My wife and I purchased 2 vacuums, the one I have I lost the power cord. I went to the *********** location and did not get any help. I have called them repeatedly and there is never a response only a recording and after 2-3 minutes it clicks off. I would like to have contact by the business.

  

  Business Response

  Date: 05/13/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  In order to provide the best assistance, we require the serial number of the machine in question. Please, provide the serial number and confirmation of delivery address and phone number.
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:05/13/2025

  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.

  My dyson ball vacuum had a broken part so I contacted Dyson to help - the vacuum was still under warranty at the time, so they did a video call with me to diagnose the problem and determined a replacement part could be mailed out to **** waited for the replacement part, but it never arrived.I contacted Dyson to follow up on the part and they told me it was backordered so I had to wait longer.I waited for the replacement part, but it never arrived.I contacted Dyson to follow up - yet again - on the replacement part, and they told me that part is actually no longer made, so they would have to send me a new vacuum instead. They told me to package up my vacuum and return it to them so I did.I waited for the new vacuum, but it never arrived.I contacted Dyson - AGAIN - to see whats going on and they told me it looks like the return package was delayed with *** and that I need to file a claim. I contacted *** and they told me that is incorrect. They told me Dyson has to file the claim because they are the ones who created the shipping label and that they have departments that take care of this on a regular basis.I contacted Dyson again, and they said they'd get back to me, but never did.And then months later, I get an email saying my new replacement vaccum is on the way, except when I click the tracking details it says there are none. They clearly just fake processed the replacement in order to close out their customer service ticket, but they never actually resolved my problem.Dyson stole from me. I spent $400+ on a vacuum, tried to utilize their warranty process, and they stole my vacuum and never replaced it.

  

  Business Response

  Date: 05/13/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We have initiated an internal investigation regarding the return shipping and items returned. Once the investigation has been completed, we will inform the owner of the findings and final determination. 

  Currently our records indicate that the expected items have not been reported as returned by the Dyson return warehouse. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23322598
  
  I am rejecting this response because:

  The company has already previously stated they would look into and get back to me and have neglected to ever get back to me. I have several emails as proof if needed.

  My replacement order # is 1651058625. It was "dispatched", but then never sent to me via **** So it appears Dyson wanted to close-out their support ticket, but not actually solve the problem.
  

  Until I either receive the replacement or receive a refund, I consider this unresolved.

  
  Sincerely,
  ******** *******

  

  Business Response

  Date: 05/14/2025

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

  An investigation was completed and based on our findings, we are happy to proceed with a replacement. A new order has been arranged to allow the replacement to process and ship (**********). The customer should have received an automated order email with this information. Once shipped, owner will receive an automated email with tracking. Owner is welcome to reach out to Dyson Support to check the status of the order. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23322598
  
  I am rejecting this response because: I received the confirmation email that a replacement was being processed. However, when I click the tracking information it says "Service disruption occurred / The package will be returned to the sender" which means I won't receive it. This is similar to what happened last time when I received an email that said a replacement was processed, but then the tracking didn't re-direct to an actual package being sent my way. Once I actually receive a replacement, I will close this request. However, until then I'd prefer to consider this unresolved.
  
  Sincerely,
  ******** *******

• Initial Complaint

  Date:05/13/2025

  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 a Dyson V15 Detect Extra from Best Buy on 07/29/2023, registered under ***** ****** with serial number ************************ months, I contacted Dyson Support due to excessive suction that made it impossible to use on carpets.Dyson promised a replacement of the same model (V15 Detect Extra). However, the first replacement I received was (Dyson V15 Detect Absolute) used, dirty, scratched. I contacted Dyson again, and they told me the model was no longer available, although it is still sold in major retailers.Dyson agreed to send a brand-new unit in its original packaging. I returned the defective unit, but the replacement was a Dyson V15 Detect Absolute with serial number ***************, registered under ******* Jafarimalakkolaei on 07/26/2024.Problems with the Replacement:The battery dropped from 45 min to 17 min.I tested it with another battery, and the problem persisted (likely motor/display issue).It made loud noises.When I contacted Dyson, they agreed to send me a new charger but said I had to take the vacuum to a service center for the noise issue. They provided me with an address, but I refused because of my previous negative experience with Dyson replacements and repairs. This is not acceptable, and the original promise has not been fulfilled.Desired Resolution:I request a brand-new Dyson V15 Detect in original packaging, as initially promised, with all original accessories. If not resolved in 10 business days, I will escalate the matter ************** are attached showing the condition of the first replacement. I also have videos of the issues with the second vacuum.

  

  Business Response

  Date: 05/13/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. Based on our records, the last contact the owner made with Dyson Support regarding this issue and machine was in January 2025. While we understand the frustration, please note that any exchange or service order must be requested directly through Dyson Support. The Better Business Bureau platform is not the appropriate channel to initiate such requests. We recommend that our owner contact Dyson Support for further assistance.
  
  We have updated the owners account to indicate that, based on the concerns described, an exchange is likely needed to resolve the issue. 
  
  Regarding product availability, please note that Dyson Direct offers a current lineup of machines and products, which may differ from those found in retail locations. Dyson partners with various retailers through a wholesale model, manufacturing certain retailer-exclusive models. This applies to the owners purchase of the V15 Detect Extra from Best Buya retail-exclusive model not offered by Dyson Direct. In such cases, the V15 Detect Absolute will be offered as the appropriate alternative, as it is the closest comparable model available through Dyson Direct.
  
  Should an exchange be approved after contacting Dyson Support, please be aware that the identical V15 Detect Extra purchased from Best Buy will not be available; instead, the most suitable alternative will be offered based on current availability.
  
  Thank you. 
   
  Dyson, Inc. 
  

• Initial Complaint

  Date:05/12/2025

  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.

  Buying a Dyson product is easy, if its in stock. Dyson products are expensive. I bought a blow dryer. The filter is cracked and is falling off. I use this dryer twice a week. It should not break. I have been instructed by Dyson not to use it. I bought because I needed a dependable blow dryer. The part is not available, anywhere. Now I sit with a expensive blow dryer that I can't use. Dyson does not have a eta on when the part is in stock. If this is the case, Dyson should replace the dryer immediately. The email address on my Dyson account is very old. I have been asking for years to update it. Dyson has not been able to update the email account. My account is under ******************************** I do not have access to that email address. My current email is ************************ or ********************** s/n R5G-US-RCJ5084A

  

  Business Response

  Date: 05/12/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, a request has been submitted to our Dyson *********************** to locate the filter cover needed for the owner. We will send it directly if the inventory is available.
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23317883
  
  I am rejecting this response because: they already told me the part is not available nor do they have an eta on when it will be available.  I depend on this expensive tool every couple days.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/13/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  A cracked filter cage would be considered wear and tear or accidental damage, not a manufacturing defect. Additionally, the customer's current Supersonic was received through a series of exchanges in March 2022. Per the terms of Dyson's warranty, exchanges adopt the original warranty. The customer's warranty matured June, 2022. At this point all parts or repairs would be chargeable. 
  
  We do show that the customer is about 15 miles from a ********************** *************** While the service center does not currently have stock, they are anticipating additional inventory of a compatible filter cage the end of this week or beginning of next week. We would recommend the customer visits the ********************** ************** in their area after May 19, 2025, to purchase the replacement filter cage.
  
  Dyson **************
  **************************************************************************************************************
  Hours: 9:00 AM to 5:30 PM Tuesday through Saturday
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23317883
  
  I am rejecting this response because: The ************** checked all databases and the part is unavailable. I'm not concerned about warranty but rather usage. I have an expensive blow dryer that  I need regularly and cannot use.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/12/2025

  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 used Dysons exchange program and returned my vacuum using their *** label. Due to a *** error, it was delivered to ******, ** instead of *******, ** (tracking: 1Z2Y55899097081775). *** issued a claim, and Dyson sent me a replacement (tracking: 1Z58333F0333093070), but the package never arrived my home cameras confirmed no delivery attempt was made.I reported this, and Dyson promised a second replacement. It was shipped (tracking: 1Z58333R0386258129), but before delivery, Dyson requested *** return it to sender. It was received back by Dyson. Then, they suddenly refused to send another replacement despite previously telling me to wait for one under case #*********** the chat on May 12, I was told Dyson would not send anything and was given inconsistent excuses (I attached the transcript). I had already done everything they asked: returned my device, closed *** claims, and waited. Im now left with no product and no support.Dyson is violating their own exchange policy and misled me repeatedly. Im requesting Dyson fulfill their obligation and ship my replacement with signature confirmation. If not resolved, I will escalate to the *** and state Attorney General and will also publish it on all possible social networks.

  

  Business Response

  Date: 05/12/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that Dyson did not receive what was expected in return. If there is any new information that can be provided which was not previously known, the Dyson Research Team is happy to review the additional details for a possible resolution.

  At this time we are unable to provide a replacement. 

  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23317371
  
  Following up on my previous complaint, I want to make one fact absolutely clear: Dyson never received anything back from me, because *** delivered the package to the wrong address *****************************************************. That package was permanently misdelivered and is no longer recoverable (tracking #: 1Z2Y55899097081775).
  Dysons recent response says they did not receive what was expected. Thats exactly the point they received nothing, and its not my fault. *** already investigated and issued a claim in Dysons name. Dyson is aware of this and acknowledged it when they initially sent a replacement.
  All that remains now is for Dyson to do what they are obligated to do: honor the exchange and ship the replacement. This is not a refund situation, and its not an open question the return failed due to a shipping carrier error, and Dyson was compensated via claim.
  Refusing to fulfill their part now, after I followed all procedures and waited patiently for weeks, is an unacceptable act of bad faith. If Dyson continues to deny their responsibility, I will escalate this to the ************************, state Attorney General, and initiate formal consumer fraud reports. I will also begin publishing my experience publicly on major consumer platforms and social media, to make sure others are warned.
  This is Dysons last chance to make this right. Send the replacement.

  

  Business Response

  Date: 05/13/2025

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

  Unfortunately, due to inconsistencies with the information received and data found regarding the exchange, we cannot assist this individual at this time.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/13/2025

   Please clarify exactly what inconsistencies you are referring to because all tracking data and *** claims support my case, and youve repeatedly acknowledged the lost delivery.
  If Dyson continues to avoid responsibility, I will proceed with legal action. You will end up paying far more in damages and legal costs than the value of the vacuum. This is your final opportunity to resolve this matter professionally.

• Initial Complaint

  Date:05/10/2025

  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 sent my machine to repair back in early March, only Dyson's label just went back to me!! I requested another label and resent it, it arrived in their possession 21 March. I've written in at least 4 times now asking for an update. Every single time they tell me to be patient, they'll email me a response within 72 hours, and NOTHING. I wait longer then write back in to chat, wasting at least ***** hours EACH time and never getting an answer. They refuse to send a new unit, instead giving me the same "just wait" story over and over. I've attached the latest 3 transcripts. At this point, they've stolen my machine and refuse to give me a replacement. These aren't $20 fans. This was a gift for my health from my friends and it broke in under 2 months, I am so upset and my health is suffering without it. New price is $469.99 + VA tax so just under $500 (also attached, different color but same model, I actually prefer this color!), although I should charge for all my time wasted on this!!As I've asked Dyson, please keep all correspondence to email, I process reading/writing MUCH better with my illness. Much thanks!!

  

  Business Response

  Date: 05/14/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Our Dyson ************** has confirmed receipt of the unit and indicated they attempted to contact the owner on multiple occasions to discuss their findings and resolve inconsistencies with the registration. 
  
  Based on Dyson's Warranty terms, the warranty is estimated at 90 days after manufacturing without a valid proof of purchase. Our records show the customer's machine was manufactured March 14, 2018. This would make the estimated purchase date June 12, 2018 and the 2 year warranty would have matured June 12, 2020. As the customer has indicated the purchase date was February 2, 2025, we would require valid proof of purchase showing date of purchase, item and seller. Once this has been received, we would be happy to further review. Please note, without proof of purchase, the 2 year warranty would be matured and any parts or repairs would be chargeable. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23314250
  
  I am rejecting this response because:
  
  I have checked, and rechecked, emails from Dyson and there is nothing. I have also written into chat multiple times and my last 3 are attached to this complaint. I requested an email response and have nothing. Just in case, I had a friend help me double-check all my ****** screening messages and I have zero call records from Dyson.
  
  If this was the case (that the warranty is not valid), why has no one told me yet over the HOURS I spent on chats? And why is my original machine not sent back to me? This was a gift for my medical needs from my friends, was brand new in a box, and I registered within a reasonable time of receiving the machine. I am quite upset this is the first time anyone has mentioned anything about manufacture date and the warranty... I would not have wasted all this time and effort on this AND I would NOT have sent the machine anywhere in the first place if I was told this IMPORTANT information. 
  
  If you refuse to fix the machine, please mail it back to me and I will take it apart since you claim the warranty is already expired. I did not do that originally since it would void the warranty that I was told was valid by YOUR customer service agent on chat back in March.
  
  Sincerely,
  
  ********* E. *******

  

  Business Response

  Date: 05/15/2025

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

  Dyson's warranty is valid for 2 years from the date of purchase. This is not affected by when the unit was gifted or used. As the customer has not provided the necessary proof of purchase to validate the purchase date provided during registration, the warranty has been adjusted to reflect the estimated purchase date in accordance with the Dyson Warranty terms. 

  At this point we are working with the Dyson ************** to facilitate the return of the customer's AM09. While the unit was in our possession, our technicians ran extensive testing and found no issues. The H2 error the customer was reporting could not be duplicated. 

  Please note, the H2 error can indicate an issue with the voltage being supplied to the machine. This can occur if an extension cord is used, or if the outlet can not support the voltage demands of the device. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23314250
  
  I need a neutral response, but it's satisfied or not satisfied, and until I have my fan/heater back, I cannot respond with acceptable/satisfied. But I will respond to the response to keep the case open to give Dyson even more time to return it. I do not understand why it took opening a formal external complaint to get answers... this is the FIRST real answer I've received since I sent it in and I appreciate someone finally letting me know what is going on with my fan/heater.
  
  As I told the original customer service agent I chatted with, it was a gift and I have no receipt as one was not provided to me. I don't think anyone expected an expensive Dyson machine to have issues so soon and I would not have sent it back if the customer service agent told me this information that I needed it as otherwise it goes by the date of manufacture. If they went over this, the repair would not have been accepted in the first place. 
  
  I am not using an extension cord and can try a different outlet, although others have more things on the circuits than the one I was using. If the cord was longer, I could use a newly wired outlet but unfortunately, it won't reach to where I need it by a few feet. And as I told the original agent, the H2 error occurred using the machine as a heater, not a fan, and I'm unsure if that makes a difference. I completed all the online troubleshooting and everything the original customer service agent went over with me but I kept getting an error after it was running for a bit.
  
  I appreciate checking the machine, although I do not understand why it was not just sent back nor why I was never told this information. Please let me know the return shipping information, that is all I have asked for during the many hours I've spent on chat with various customer service agents.
  
  Sincerely,
  
  ********* E. *******