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

3,002 total complaints in the last 3 years.
1,052 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:05/07/2025
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.
On February 19, 2025 I purchased a Dyson Airwrap for the sum of $522.49. It arrived around February 25, 2025 but, after handling it, I felt it was too bulky/heavy to use and returned it on March 6, 2025 (as per Dyson's instructions and return label, which they provided me). On April 8, when I had not seen the $522.49 credit come thru on my credit card, I confirmed that the item was, in fact, delivered to Dyson on March 10. Thereafter, I placed 5 phone calls (one each week) to the *************************** to find out what the issue was. The first 4 times I called I was told that the serial number of the item I returned did not match the serial number of the item they sent. Twice I asked what serial number they had to see if it actually matched with the serial number I obtained from my Airwrap AND registered with Dyson. Both times they ignored my request, and assured me they would get back with me, which they never did. Finally, on April 28, "Gian" advised a "credit note" was prepared and I would see my credit within 48 hours. It didn't happen. During my last phone call on May 5, I was told my case was still open and pending as they have no record of ever having received the item, and they had filed a claim with **** I told them this could not be the case as *** reflected the item was delivered, and further reminded them that this new allegation of having never received the item was inconsistent with telling me in my earlier phone calls that I had returned an item with a different serial number than the one they sent me. I'm tired of their "stories" and would like my credit as soon as possible.
Business Response
Date: 05/08/2025
Hello,

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

We have reviewed customer's return and are happy to approve a refund based on the information available. A refund has been initiated and is currently processing for this return. From this point, it can take 10 to 14 business days to complete and 1 to 2 billing cycles to post to the customer's account, depending on their bank's policies.

Thank you,
Dyson, Inc.
Customer Answer
Date: 05/08/2025

Complaint: 23301354

I am rejecting this response because: I received an email from Dyson TODAY, stating they are only refunding the sum of $499.99. I expect a refund for the full amount ($522.49) paid and as reflected on the documents I submitted to the BBB. I request confirmation as to the amount to be refunded prior to my accepting any response by them.

Sincerely,

***** *******
Business Response
Date: 05/09/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
The automated email shows the refund amount prior to taxes. When processed, the tax amount is automatically calculated and included in the refund total. We apologize for any confusion this may cause.
Thank you,
Dyson, Inc.

Customer Answer
Date: 05/09/2025

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:05/07/2025

Type:Product Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:: The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

Dear Dyson Customer Support and Executive Resolution Team,I am writing to request immediate corrective action regarding two returned Dyson products from Fall 2024, for which I have not received complete refundsdespite your prior acknowledgments and confirmed *** deliveries.Return Date Item Returned Order Number *** Tracking Cost (w/o tax)Sept 7, 2024 Dyson Purifier Cool TP10 (Black/Nickel)165 097 0852 1ZY324830399123218 $429.99 Sept 12, 2024 Dyson Supersonic Morph Lamp 165 108 9257 1Z7891190355666615 $849.99 Dyson_Return Sep 12 2024.jpegDyson_Return_Sep 7 2024.jpeg Despite proper returns and delivery confirmation, I have experienced:Delayed or partial refunds. Only credited for $743.74 (October 30, 2024) of the full refund of $1,347.17. Missing an amount to be credited of $603.43 Dyson agents promising callbacks and *** claim filings with no follow-through A Dyson manager acknowledged receipt of some items but no corrective action was taken.Your warehouse allegedly could not locate returned items despite tracking confirmation and receipt stamps.Requested Action Deadline: April 29, 2025 I respectfully request:Full refund of $429.99 for the TP10 and $849.99 for the Morph Lamp Refund of $67.19 in taxes charged Audit of the $743.74 already credited Written confirmation of refund resolution within 5 business days If not resolved, I will escalate this issue through:The Better Business Bureau and ************************ Chargeback enforcement via Apple Card / ****************************** Consumer protection divisions in ** and NH Attorney General offices Dyson markets itself as a premium brand but this experience has been severely disappointing. I expect your prompt resolution to help restore faith in your return and customer care process.Sincerely,**** A. **** *********************************** ************** ************

Business Response

Date: 05/08/2025

Hello,

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

We have reviewed the customer's order, in which three items were purchased. The order total after tax was $1147.47.

We show the sale price of the Solarcycle Morph floor light was $699.99 plus tax. Total amount paid for item was $743.74. A full refund of $743.74 for this item was completed October 29, 2024, reference Q3XRWMZJ3FPCVGG6. At this point the funds are in the hands of the customer's financial institution. If the customer has not received this refund in full, they would need to work with their financial institution.

In reviewing the return for the TP10, we see that the return order was created for a TP07 the customer also purchased in error. This caused some confusion and delay. Additionally, while the customer indicated the TP10 was shipped with *** tracking 1ZY324830399123218, the package was not delivered. As Dyson's Return Policy requires the return to be received and confirmed via serial number prior to the refund processing, this prevented a refund from processing.

A *** Claim was initiated regarding this package. Based on the outcome, we are happy to honor the refund for the TP10. The sale price of the TP10 was $299.99 plus tax. Total amount paid for the item was $318.74. A refund is currently processing for this return. From this point, it can take 10 to 14 business days to complete and 1 to 2 billing cycles to post to the customer's account, depending on their bank's policies.

The remaining amount of $84.99 is for the 360 Combi Glass Hepa+Carbon filter, which was $79.99 plus tax. This item was not returned and is not eligible for a refund.

Thank you,
Dyson, Inc.

Customer Answer

Date: 05/16/2025

Complaint: 23297476

I am rejecting this response because:

Dyson sent two odd emails since contacting you.

1. May 8, 2025. Subject: Refund Complete

Reference: 1653237177,

Refund Amount: 299.99

What happens next

Please note this may take up to 7 days and refund times vary depending on your card issuer.

*** PAYMENT is a lower amount than what is due and NO money has yet been credited.

2. May 11, 2025. Subject:A note about your Dyson technology order

A note about your Dyson technology order

Thank you for your recent order. Were working quickly to get it ready and will send you another email once it has shipped.

*** What is the meaning of this email from Dyson?

Sincerely,

**** ****

Business Response

Date: 05/16/2025

Hello,

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

As previously indicated, refunds can take 10 to 14 business days to complete once processing begins. As this was initiated May 8, 2025, it is still being processed. The automated email regarding the refund indicates the product price and does not include taxes. Taxes are automatically calculated during processing and the owner will receive a full refund, including taxes once complete. Once completed and transferred to the customer's bank, it may take 1 to 2 billing cycles, which are typically 30 day cycles, for the refund to post. This timeframe is based on the customer's bank.

We do not see any pending orders on the customer's account and the automated email received may have been sent in error. If their is an order number on the email and the customer provides this information, we would be happy to review further.

Thank you,

Dyson, Inc.

Customer Answer

Date: 05/16/2025

Complaint: 23297476

I am rejecting this response because: A matter of timing as funds have not been deposited to my account and it has been over 7 days. I reject closing the case unitl the vendor has fulfilled their return obligation.

Sincerely,

**** ****

Initial Complaint
Date:05/06/2025
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 vacuum cleaner from Dyson online :Dyson V12 Detect Slim Absolute Serial ********************** Warranty ********* months Warranty valid until:11/11/2025 Date of purchase:11/11/2023 Registered email address:************************************************* I have been contacting customer service for over 6 months because the filter on the machine is defective and they are supposed to be replacing the part free of charge as the machine is still under warranty. The filter has been out of stock for the past 6 months (at least) and they keep offering to exchange my vacuum for a new one to fix the issue, but that would mean I need to ship the one I have and once they receive it in their warehouse, they will request the release of the replacement unit to be shipped to me. The entire process could take "up to 20 business days" which would mean I would be without a vacuum cleaner for over a month. I have two small children who would be crawling around in filth for over a month because this is my only vacuum cleaner! I spent a lot of money on this unit and no one is willing to help or to make it right. I even offered that they place a hold on my credit card for the cost of the replacement unit that they can take off once they receive my defective one, but that is "not how they operate". I am furious and exhausted and need help getting this resolved. Thank you
Business Response
Date: 05/06/2025
Hello,

Thanks for contacting Dyson. We apologize for the issues with your filter and stock availability as well as any inconvenience it may have caused.
Dyson provides a 2-year limited warranty that covers manufacturing defects. The warranty does not extend to wear and tear, accidental damage, or maintenance issues. Warranty claims are typically addressed through repair or replacement of parts, as outlined in the warranty terms. If an issue cannot be resolved through these methods, an exchange may be offered.

Per Dysons Exchange Policy, the original machine must be returned and verified by serial number before a replacement can be processed. This policy protects both our customers and ********************** by ensuring fair and consistent treatment for everyone.
Thank you,
Dyson, Inc

Customer Answer
Date: 05/06/2025

Complaint: 23292752

I am rejecting this response because: I have provided the serial number of my machine and I have also stated that you could put a temporary hold on my card until you receive the defective machine. I can not be without a vacuum for a month because of your companies policies as my youngest child who is crawling has severe dust allergies. this is one of the main reasons we purchased an expensive vacuum with a HEPA filter in the first place, to protect her and keep her healthy by keeping our home as dust free as possible. The solutions you have offered aren't good enough.

Sincerely,

******** ***********
Business Response
Date: 05/07/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
We are sorry to hear that the customer is unsatisfied with **********************'s Exchange Policy. While we do understand their concerns, Dyson must adhere to the policies in place to ensure fairness to all consumers.
As the customer has rejected the exchange offer following Dyson's policies, we would recommend visiting the Dyson ************** in their area for a free inspection. Please note, Dyson's warranty covers manufacturing defects. It does not cover wear and tear, accidental damage or maintenance related concerns. Warranty related concerns will be resolved under the terms of the warranty. In the event an issue is not covered by the warranty, parts and repairs would be chargeable.
Dyson **************
********************************************************
Operating hours: Tue-Sat: 09:00 AM-05:00 PM
Thank you,
Dyson, Inc.

Customer Answer
Date: 05/07/2025

Complaint: 23292752

I am rejecting this response because: I have no way to get to the service center in ***************. I need an alternative solution.

Sincerely,

******** ***********
Customer Answer
Date: 05/07/2025

Complaint: 23292752

I am rejecting this response because: I have no way to get to the service center in ***************. I need an alternative solution.

Sincerely,

******** ***********
Business Response
Date: 05/07/2025
Hello:

Thank you for contacting Dyson.

We are sorry to hear of our owners concerns. As noted in a prior response, following Dysons Exchange Policy the original machine must be returned and verified by serial number before a replacement can be processed. While most exchanges process quickly, following the return of the defective machine it can take up to 18 business days for the replacement to arrive. We are not able to ship the replacement first, or prior to verified return of the malfunctioning machine.

Alternatively, should our owner be unable to take the machine to a nearby Dyson *************** we recommend contacting Dyson Support to proceed with the exchange process as offered.

Our determination regarding this inquiry remains final, and our sincerest apologies for any inconvenience.

Thank you.

Dyson, Inc.

Customer Answer
Date: 05/08/2025

Complaint: 23292752

I am rejecting this response because: I fail to see how it is my responsibility to suffer because dyson is no longer making the defective part that my machine requires to make it effective. I have offered many times to give Dyson an avenue to make this right to no avail.I have a very large following on social media as a mother of an autistic child with severe allergies and eczema and have no problem speaking about my experience on a larger platform to exactly the demographic you target. I can not be without a vacuum for 18 business days. It is irresponsible for your company to even ask that of me or any other mother in my situation.

Sincerely,

******** ***********
Initial Complaint
Date:05/05/2025
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.
Claim date: 03/09/2025 and 03/09/2027 The original price of the product was $349.99, but no payment was made because it was a warranty claim.Dyson had agreed to carry out a warranty replacement after testing and live video verification by an agent over the phone and virtual camera concluded that the issue was a manufacturing defect. The replacement was supposed to be completed no later than 18 days after the product was received.However, the first time I received a replacement, it came incompletemissing the original storage caseeven though I had sent the full product with all accessories. The machine also showed signs of prior use, including a damaged and scratched cable, and mismatched colors on different parts of the device. It was clearly in worse condition than the original unit I sent in. As a result, I returned it immediately upon ********** is important to note that although my original machine was a refurbished model, it was practically new and in excellent ************ this point, it has been almost two months since I first sent in the product, and I still do not have a replacement. Every time I call, I am told I will receive tracking information within 24 to 48 hours, but that information is never provided.
Business Response
Date: 05/05/2025
Hello:

Thank you for contacting Dyson.

UPS indicates that the package with tracking number 1Z2Y55899092058390 was delivered to ******* on April 1st. However, our warehouse team has not confirmed the contents of the package and registered the return to their reports to date.
We have submitted a request for an internal investigation into the status of the return. Once the investigation is concluded we will be better able to assist.
Please note, the original purchase was for a refurbished unit. These refurbished products may show signs of previous use in superficial blemishes, but they are guaranteed to function as a new unit would. Any missing parts can be shipped separately, once the replacement is delivered. Just contact Dyson support for assistance.

Thank you,

Dyson, Inc.
Customer Answer
Date: 05/05/2025

Complaint: 23287389

I am rejecting this response because:
I respectfully decline to accept the response at this time. At the end of March and again last week, I contacted Dyson and received confirmation that the product return had been processed and that a replacement would be sent.
I would like to clarify that although the unit was sold as refurbished, it arrived in near-new conditionwithout a single scratch. When I submitted it under the warranty claim, it was still in perfect cosmetic condition. As I have explained to several agents, had the unit appeared used when I initially received it, I would have returned it immediately. The product listing described it as like new. and indeed it wasit arrived in pristine condition.
Today, after reaching out to you, I coincidentally received a shipment notification from *** with tracking information 1Z58333F0333466408, indicating that a replacement is on the way. However, I have yet to receive a direct confirmation from Dyson regarding this shipment. Therefore, I prefer not to close this case or accept any resolution until I have received the replacement unit and confirmed its condition. Due to prior inconsistencies in the companys communication and the time this process has taken, my confidence in the resolution has been affected.
Thank you for your continued assistance and follow-up.
Sincerely,

***** *******
Business Response
Date: 05/06/2025
Hello,

Thank you for contacting Dyson.

We are sorry to hear of the owner's concerns. After review of the account, we find that the replacement has been shipped. Per *** the expected date of delivery is today May 6th before the end of the day.
*********************************************************************************************************************;

Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.

Thank you.
Dyson, Inc.
Customer Answer
Date: 05/09/2025

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:05/02/2025
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.
Dyson has had my robot for 2 months after it failed to turn on for a exchange. In said time, I have been promised a replacement several times within 7 days. I have been told that dyson has had it, that dyson got a empty box, that dyson got a box full of garbage, and all sorts of other lies. For the last 3 weeks I've been promised a email within 10 days showing that I've gotten it. I have papers to file in small claims court but want to avoid filing them if its possible though any means possible. Dyson also refuses to email me or say that they are or are not replacing my robot, just that its been escalated or that the warehouse will get a request to release it. *** has also had a claim from dyson that was paid out showing they got $100 for said robot, which means I cant even ask *** for any reprive because dyson filed the claim and got paid out. So now dyson has taken my robot and they got paid $100.
Business Response
Date: 05/05/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
According to Dysons Exchange Policy, we must receive the original machine at our warehouse and confirm it by serial number before processing a replacement. Although we did receive a package associated with tracking number 1Z2Y55899093389209, the package was a padded envelope and did not contain the Dyson 360 Vis Nav. Additionally, the tracking information shows the package weighed 9.9 lbs, whereas the Dyson 360 Vis Nav weighs ***** lbs. This further supports our records indicating the original machine was not received.
Unfortunately, due to inconsistencies with the information received and data found regarding the return, we cannot assist this individual at this time. If the customer would like to return the product for exchange, we are happy to provide a new prepaid return label.
Thank you,
Dyson, Inc.

Customer Answer
Date: 05/05/2025

Complaint: 23280093

I am rejecting this response because: They confirmed it in their warehouse twice. I've been told by supervisors that the original weight was 9.9lbs, which means that not only did dyson s**** me out of a robot, but they also underweigh their labels. *** has informed me that they do not update the weight on their labels, and the label I sent clearly says 9.9lbs.

Sincerely,

******** *******
Business Response
Date: 05/05/2025
Hello,
Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
We have reviewed the request to exchange the existing unit. Based on our findings, we cannot honor the request, as we cannot confirm the return of the original unit via return inventory reporting. The original unit must be confirmed as returned to the warehouse via warehouse reporting before further assistance can be offered to this person.
Thank you,
Dyson, Inc.
Initial Complaint
Date:04/30/2025
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.
Purchased a Limited edition Dyson Supersonic hair dryer (Onyx Black/Gold) on 11/30/2024. Order number: **********. Never got the item as *** said it was undeliverable. It was eventually "returned to sender" 12/19/2024 with this tracking number 1Z58333F0324824305. I chatted with Dyson and they mentioned they would refund my first dryer then resend another one. I said fine but they had to recharge my credit card. They said the would be processing that refund and proceeded to charge my credit card again 01/02/2025. Order number: **********. I got the item, it did not work well and started smoking up and I returned it and got the refund on 01/22/2025. Return reference: **********. I am however still waiting on the first refund. I chatted with Dyson many times and they said it's on the process. Wait ***** business day out wait until next billing cycle. Fast forward to 04/30/2025. I still haven't gotten my refund and Dyson said they already refunded it and it's "on hold with my bank" and that I need to contact my bank. They wouldn't even acknowledge how many refunds they made it charges they received from me. I called my bank and they said there is no money on hold. They claimed all the money has been refunded but it hasn't. I told them to check up the first transaction on 11/30/2024, and check specifically if they refund that. *************** said it hadn't been refunded. I'm not sure what else to do!!!
Business Response
Date: 05/01/2025
Hello,

Thank you for contacting Dyson.

We are sorry to hear of the owner's concerns. After review of the account, according to our internal records, the purchaser filed a reversal through their bank for order 1651744530.?Due to this, we are unable to refund them at this time or provide a replacement.?The caller should be aware of the reversal request. Please have them contact their bank for any further information.

Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.

Thank you.
Dyson, Inc.
Initial Complaint
Date:04/30/2025
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.
This company picks and chooses when to help customers with their devices. I purchased an airwrap that went faulty years ago, I was sent from Dyson store to Dyson store over the last couple years to fix it. This was before it was out of warranty. They all told me they cant fix it and that I should just use the machine so I use-it but its gone to the point that the attachments fall out all the time. I have an influencer friend and her machine went out of warranty; She received a replacement device no problem. I have another friend that went machine went out of warranty-and received a replacement device no problem. You go on the Internet right now literally on Reddit even, and you will see that Dyson actually replaces peoples devices out of warranty when they choose to. I have so much proof that they pick and choose when to replace your device when its out of warranty and I think its wrong- its DISCRIMINATION. Like mentioned prior, my friend got her device replaced just because shes an influencer + it was out of warranty but just because Im not an *************** device is out of warranty I cant get it replaced? I even asked the live agent questions about how they replaced my friends out of warranty device and not mine and she dodged them and kept repeating the same thing, but not answering any of my questions . so now Im filing a complaint and I even have the proof and the conversation with the agent. I spent $600 almost on this machine and I work in healthcare... Its not fair to me that just because I dont have 20 K followers that I cant get my device fixed when I went the correct route and went to multiple Dyson stores to get it fixed BEFORE it was out of warranty just because I dont have followers I cant get a replacement device. Its a waste of my time because I was sent from multiple stores over the last few years wasting my gas and my time when Im in graduate school and then on top of that its a waste of $600 because the machine broke >1year
Business Response
Date: 04/30/2025
Hello:

Thank you for contacting Dyson.

We are sorry to hear of our owners concerns. Dyson personal care machinesincluding the Airwrap, Supersonic, Corrale, and Airstraitare ineligible for repair due to their size and construction. While Dyson Service Centers will inspect these machines to determine the cause of an issue, such products are generally exchanged if a problem exists that goes beyond basic troubleshooting and maintenance.

Support requests are handled on a case-by-case basis. Each interaction takes into account factors such as purchase date and location (to confirm purchase from an authorized retailer), authenticity of the machine (to ensure it is not counterfeit), warranty start and end dates, and other requirements as appropriate to the product and issue. Although we understand our owners frustrations, we want to clarify that social media or similar information is not considered as part of the replacement decision process, nor do we request such information from our owners.

According to our records, and based on the serial number provided, the unit was covered under Dysons 2-year manufacturer warranty from April 4, 2021, to April 4, 2023. As the warranty period has now expired, we regret that this unit is no longer eligible for replacement. We sincerely apologize for any inconvenience this may cause.

Thank you.

Dyson, Inc.

Customer Answer
Date: 04/30/2025

Complaint: 23268268

I am rejecting this response because:

I know a few people that have gotten their devices replaced out of warranty. Its just picking and choosing like mentioned before and you guys just keep repeating yourselves. even if you do a simple ****** search, you will even find people stating the same exact thing. I tried multiple times to fix the Dyson air wrap before it was out of warranty and was blown off by your guys representative multiple times so I decided to just keep using it but its at a point where the attachments dont even stay on while doing my hair.

Sincerely,

****** Mundian
Business Response
Date: 04/30/2025
Hello:

We thank our owner for their response.

As noted in our prior response, consideration is given to multiple factors when replacement of a machine is deemed necessary, with all support requests managed on a case-by-case basis. Regarding our owners machine in question, we have documented support requests from today, 4/30/25; however, no prior record exists of any troubleshooting request regarding this issue while the machine remained in warranty.

As noted in our prior response, the unit was covered under Dysons 2-year manufacturer warranty from April 4, 2021, to April 4, 2023. This unit is no longer eligible for replacement, and this remains our final determination regarding the inquiry.

Thank you for your understanding.

Dyson, Inc.
Customer Answer
Date: 04/30/2025

Complaint: 23268268

I am rejecting this response because:
You guys are a terrible business and give out tons of them for free all the time. Please stop wasting my time and making me come back to read these- Im getting my friend to send me the proof that you guys sent her a replacement after her when she was out of warranty and then Im gonna escalate it again to prove how you guys do this all the time. Im also about to get my influencer friend to do the same exact thing. additionally, I have reached out multiple times, if you guys want to be smart about it, this is the first time there was an account made as you can tell your *** made an account FOR me TODAY because I never had an account prior. as you can tell from the history of the conversation, I purchased the Dyson in 2021 and I went in person to the Dyson stores and you guys had me bounce back from Dyson to Dyson store for repairs for them to tell me its unrepairable. After going to two different stores and having them say the same thing to me (before it was out of warranty in 2023), I just decided to use it because your representatives were terrible and they did not offer to replace it. I reached out now because I cannot use it anymore. And Im just telling the entire situation now because Im saving this entire conversation for after I get all the proof to make a complaint because Im tired of companies like you taking advantage of people like me and just lying all the time ; picking and choosing one to help people.

Sincerely,

****** Mundian
Initial Complaint
Date:04/29/2025
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 writing to formally file a complaint against Dyson regarding their failure to fulfill a promised replacement of my floor canister vacuum with the upright Ball Animal 3 model. Dyson confirmed that they would provide me with the Ball Animal 3 as a replacement. However, three weeks have passed, and I have yet to receive the replacement unit. Last week, a Dyson representative assured me that the Ball Animal 3 was on its way. After making an additional inquiry today, I learned that this information was false. During an exhausting hour-long call, I discovered that Dyson had an incorrect serial number in their system, belonging to a previous defective vacuum (Ball Animal 2) returned over a year ago under a separate incident. This mistake has completely stalled the replacement process, and Dyson has yet to resolve the issue despite repeated communications from my end. I find this level of mismanagement and misinformation extremely unprofessional. As a loyal customer, I expected a reasonable degree of reliability from Dysons customer service team, but instead, I have been subjected to delays, inaccuracies, and a lack of accountability. I am requesting immediate action from Dyson to rectify this situation. Specifically, I ask that Dyson expedite the shipment of the correct replacement unit and ensure their warehouse processes are properly aligned with the commitments made by their customer service team.
Business Response
Date: 04/30/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
Upon reviewing the customer's account, we see that the exchange order was created against the incorrect serial number. As **********************'s Exchange Policy requires the original serial number to be confirmed in our warehouse, this prevented the replacement from processing. To rectify this error, a new exchange (**********) was created and is currently processing. From this point exchanges can take up to 18 business days to deliver; however, are typically much quicker.
Thank you,
Dyson, Inc.

Customer Answer
Date: 04/30/2025

Complaint: 23265210

I am rejecting this response because
Dyson has no idea what day it is or what time it is.

Just to reiterate why I say that.. when they're bringing up the serial number that is a mismatch. They're referring to a vacuum that I had already sent them a year ago in exchange for a v15 detect. Each vacuum that I've received from Dyson has either gone defective or has major problems or does not work well.

Now, I will show that Dyson really has no idea who as at the helm. When we first set up this return it was for a floor canister vacuum that we had purchased. That doesn't mean that it was purchased under my email but the correct information was given. Dyson confirms that they have received the vacuum and now they have no idea what to do with it. Last week I called in to make sure the information I was given was correct. Regarding the floor canister vacuum. That agent told me that the Dyson ball 3 would have been sent out and received on my part last week or this week.

Now they have no idea what's going on. But again, if I already sent you a serial number, how can I send you that same thing again when you got it a year ago? You see it's a piece of the puzzle that makes no sense. This is your doing and you can fix it. By the way, I don't appreciate spending 90 minutes on the phone over this. You all are very unprofessional.

Sincerely,

******* ********
Business Response
Date: 04/30/2025
Hello,

Thanks for contacting Dyson. We apologize for the confusion and any inconvenience it may have caused.
As indicated in our previous response, the error related to the serial number was identified and corrected through a new exchange order. That order is currently processing. Once the replacement machine begins processing, it can take up to 18 business days to deliver; however, is typically much quicker. While we can certainly understand the customer's frustration regarding the delay, this was not intentional and we are working to resolve. At this point, we ask the owner to allow ***** business hours before reaching out for a status update.
Thank you,
Dyson, Inc.

Customer Answer
Date: 04/30/2025

Complaint: 23265210

I am rejecting this response because:
Just so we're clear the error is on your side. Also, we were promised 2-week turnaround and that was 3 weeks ago.

Sincerely,

******* ********
Initial Complaint
Date:04/29/2025
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.
I placed an order back in December 2024 Dyson vacuum animal v12 and it never got delivered. So we started an investigation and called every few weeks to Get an update. Oh and let me say this was supposed to be a Christmas gift and everytime I called to get an update they always informed me that the investigation is still underway. I called today to check up on it and their conclusion is that they aren't going to do anything about it. The picture of the front of the house they delivered it to is in fact not my house. So I basically paid for something I never received and also waited 4.5 months for nothing, terrible customer service! Do not buy from this company ever!
Business Response
Date: 05/01/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
We have reviewed the customer's account and see that the original order was delivered to the address the customer provided at checkout. As the customer indicated this was not received, an investigation was completed. A determination was made to provide a replacement. The customer provided an alternative address and the replacement was delivered to the new address April 29, 2025, with GLS tracking 00106073000000236888. At this point we would consider the issue resolved based on GLS confirmed delivery.
Thank you,
Dyson, Inc.
Initial Complaint
Date:04/27/2025
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.
Purchased a Dyson cyclone v10 absolute in December 2022 (Serial number ****************. After about 1 years started having a power problem with the machine shutting off after a few seconds of use and eventually not turning on at all. Reached out to online chat customer service on multiple occasions, was first sent an incorrect part (did not fit the machine) then was sent a filter which did not fix the problem, then was sent the main body piece which did not fix the issue. All of this took place over the course of about a year as I waited for the part, needed time to install, trouble shoot, deal with family and life events and reach back out to customer service. The last time I reached out was December 5th 2024, 2 days after my warranty expired. The customer service agent was first instant that they main body would fix the issue despite that not working already then attempted to send me to a repair location several hours away and told me that I would have to pay out of Pocket as the warranty was expired. I asked the customer service agent first if the issue could be battery related as it was a power issue, he said that I would have to go to a shop to figure that out, then I asked for the warranty to be honored as this was an ongoing issue for over a year. He said he would not. I asked for a supervisor or contact information to elevate this issue and he declined and just sent me the main phone number. I called the number for repair which sent me a text prompt. The text prompt determined the issue was battery related and that I would receive a call within 48 hours to strange shipping. I received no call. I attempted this again several weeks later and still received no call. I was hoping to discuss having the warranty honored on the phone call, but was never able to.
Business Response
Date: 04/28/2025
Hello,

Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
As the customer's issue began during the warranty period and no resolution was provided, we would be happy to provide the owner with a replacement battery. We have reached out to the owner to obtain the shipping information. Once provided, we will initiate the order.
Thank you,
Dyson, Inc.

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