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.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  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:04/19/2025

  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.

  Hi there I feel like I was tricked by Dyson to sending in my counterfeit Dyson air wrap that I bought for 318 off of **** I was able to register it right away and had a problem called Dyson they said no problem it's still under warranty sent it in never heard from them even though I was told I would hear from him as soon as they got it after 2 weeks decided to call him to find out how much longer was going to be cuz I never received a tracking number or anything called and they said not returning because the counterfeit but then they agreed they would overnight it back to me I live in a climate with very cold weather waited the next day didn't get tracking number called back in again they said they're not returning it so I felt like I was tricked and I was lied to I believe they ask people return items that they know is possibility of being a counterfeit and not giving them a warning that it would be kept if that was the case their customer service just told me what I wanted to hear each time I called till I got to a supervisor who could not give me any direct answers and not able to get a refund from **** because it's been too long it was purchased last July of 2024 I don't believe it's acceptable how Dyson is handling these issues now I'm at a hair dryer and 318 and no one seems to get the fact that fine they by law may be able to legally keep it but they are acting deceptive to get them back and lying to customers if I knew it was even a possibility I wouldn't have sent it in in the first place

  

  Business Response

  Date: 04/21/2025

  Hello: 
  
  Thank you for contacting Dyson. 
  
  We sincerely apologize for the inconvenience and understand the concerns raised regarding this matter.  
  
  Upon receiving a machine for return or exchange, Dyson conducts a thorough inspection to verify its serial number and confirm its authenticity as a genuine Dyson product. Per our service terms and conditions, if a counterfeit machine is identified, Dyson reserves the right to retain the machine to protect its intellectual property. After inspection, it was determined that the machine returned by the owner was counterfeit. As a result, we have retained the unit, and a replacement will not be issued.
  
  To assist the owner in recovering the funds paid for this unit, Dyson has provided a counterfeit certification letter. This letter can be presented to the retailer from which the machine was purchased, facilitating efforts to recover the amount paid for the counterfeit product. 
  
  While we understand the owner was able to successfully register the unit, it is important to note that manufacturers of counterfeit machines often produce counterfeit serial numbers that meet registration requirements. Registration of a machine does not imply nor guarantee its authenticity as a genuine Dyson product. 
  
  To prevent similar issues from occurring in the future, we strongly recommend purchasing directly from Dyson through Dyson Direct. This ensures the product's authenticity and protects against unintended counterfeit purchases.
  
  Thank you. 
  
  Dyson, Inc. 
  

• Initial Complaint

  Date:04/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my defective Dyson Airwrap to Dyson for a replacement, but they are now claiming the item they received is not the correct one and advised me to contact *** to file a claim. However, *** informed me that I cannot initiate a claim since I was not the one who created the shipping label. I am seeking assistance in resolving this matter, as I followed all instructions provided by Dyson and am now left without a resolution.

  

  Business Response

  Date: 04/21/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, a replacement has been issued with signature required for delivery. The replacement will be the new ****** **** color as the original color is not currently in stock. Please, ensure that someone 18 years or older is present to sign for the delivery. 

  Once the order completes processing and ships the owner should receive an automated email from *** with the shipping details and tracking number. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 04/24/2025

   
  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:04/18/2025

  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 lost two items in the la fires and the agent told me that they would be able to replace it but now they dont want to.

  

  Business Response

  Date: 04/21/2025

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

  Dyson provides a limited warranty that covers manufacturing defects but does not extend to wear and tear, accidental damage, or maintenance-related issues. While we empathize with the challenges the customer is facing, damage caused by a fire falls outside the scope of our warranty coverage. Unfortunately, we are unable to provide assistance beyond standard troubleshooting in this instance. We recommend that the customer reach out to their homeowner's insurance provider to explore compensation options for the damage.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23224520
  
  I am rejecting this response because:your agent promised me that you would be able to. 
  
  Sincerely,
  
  Arya ****

  

  Business Response

  Date: 04/21/2025

  Hello:
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of our owners concerns, and circumstances under which their Dyson machines were lost. 
  
  As noted in our prior response, Dyson provides a limited warranty that covers manufacturing defects and malfunction. However, this does not extend to wear and tear, accidental damage, maintenance-related issues, or lost/theft of a machine. Loss of said machines by fire is not covered by warranty and therefore we are unable to honor a replacement request for any machines affected by this event. Our sincerest apologies for any inconvenience or confusion regarding our warranty and eligibility requirements. 
  
  The above is our final determination regarding this inquiry.  We recommend our owner contact their homeowners insurance for further assistance with their request. 
  
  Thank you. 
  
  Dyson, Inc. 
  
  

• Initial Complaint

  Date:04/18/2025

  Type:Delivery 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.

  April 8, 2025 - Dyson order ********** was placed. I was told that the order was delivered and that I would receive the remiander in a few days. It has officially been billed and I was billed for 2 of the gifts at $39.99. I got tired of waiting and ordered the items which arrived THIS MORNING from *******, no issues.Everytime I call Dyson, their **** clearly do not understand the language I speak, ENGLISH and they do not understand that what I am telling them. I have been calling since the 10th of April when it said my shipment was delayed and everyday they tell me to be patient that the order will be shipped. *** says it was delivered, no one can tell me anything other than to wait 10 days. Today April 18th IS 10 days and nothing. I see the charge on my card and want my money back. Especially since I went and got the items from another store because I have to give it to someone as a gift this weekend (I ordered with plenty of time). The *** I just spoke to at Dyson, sounded disheveled and did not have answers; he stated someone is working on this resolution that seems to be affecting lots of customers. I asked why there isn't a hotline, if this is a known issue. No answer that made sense. I want my money back.Thank you and should not have to wait until the middle of May to achieve that request.

  

  Business Response

  Date: 04/21/2025

  Hello, 

  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's order and see that while our warehouse shipped the items, the package appears to have been lost in transit. As the customer has requested cancellation and a refund, we have reached out to *** to request the package be returned if located. A refund has been initiated. Please note, refunds can take 10 to 14 business days to complete. Once completed, it may take 1 to 2 billing cycles to post, depending on the bank's policies. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 04/21/2025

   
  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,
  
  ****** M *******

• Initial Complaint

  Date:04/18/2025

  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 contacted dyson in Nov. 2023 about my machine snapping in half upon going to use. **************** told me they would replace my machine when my machine came back "in stock" . It was going to be a refurbished machine with no warranty and I was ok with this. After months of contacting them asking an update I was constantly told I would be notified by email when my machine was back in stock. From the beginning I was not told I would need to send back my old machine and I waited months for a in stock notification. When I tried contacting them again they told me for the wait they would replace it with a refurbished machine that was in stock the moment. I contacted back to say yes to this and it was out stock so they agreed to do a new animal ball 3. They wanted my machine to do as an "exchange". Mind you almost 12 months later. My husband has thrown the bulk of machine out. No one would listen to what I was saying so sent them back what I had left. A cord and hose and photos of my broken machine. No one responded to my emails about an update on my case after a month and a half. I contacted CS again and was told they rec'd an empty box which technically was untrue. After speaking with a couple **** after being put off to keep coming back and asking about case # after case # they said they could special approval to send me new machine. I rec'd the order email and 2 days later they canceled claiming I sent empty box. Numerous times I contacted them again and got no where but to keep contacting again with new case #. Today I finally called and explained and they spoke to "back office" and they weren't "understanding" the situation. I was told they cannot do anything for me at this point and when I got upset the ********** I could tell started laughing at me and then went through their spill out please stay online to complete survey. I just want dyson make right on their empty promises.

  

  Business Response

  Date: 04/21/2025

  Hello, 
  

  Thank you for reaching out to Dyson. We apologize for the delay and any inconvenience this may have caused.
  
  After reviewing the customers account, we noted that an exchange for a refurbished machine was offered but has been delayed due to inventory availability. Throughout our email communication with the customer, we clearly stated multiple times that the replacement process would not begin until the original machine was returned and received.
  
  As part of Dysons exchange policy, the original product must be returned and confirmed in our warehouse via its serial number before the exchange can proceed. Without the return of the original machine, we are unable to fulfill the exchange request. If the customer is able to recover the machine, we are happy to provide a new prepaid return label. Once we receive the vacuum, we can proceed with the previously offered refurbished replacement.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:04/18/2025

  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 initially contacted Dyson customer service on December 5, 2024 regarding a faulty refurbished vacuum I had received. Despite multiple follow-ups, I did not receive clear instructions for an exchange until March 2025 due to Dysons extremely delayed response time and internal communication issues. I was finally able to ship my vacuum back on March 27, 2025, just 19 days before my warranty was set to expire on April 15, 2025.Throughout this process, Dysons language around timelines shifted. At one point, I was told it would take up to 18 days for the replacement to arrive, but later that changed to 18 business days, which significantly impacted my understanding of whether the new machine would arrive before the end of my warranty. These inconsistent messages led to confusion and ultimately prevented me from receiving my replacement in ******* addition to the communication issues, Dysons internal processesincluding stock availability and supply chain delaysclearly prevented them from honoring the exchange within a reasonable time frame. I was sent a faulty product, and despite doing everything asked of me promptly, Dyson failed to deliver on their promise before my warranty expired.I am filing this complaint to express my frustration with how this case has been handled and to request that Dyson still honors the replacement of my vacuum and my warranty, given that I initiated the return process over four months ago and all the delays were due to dysons own supply issues.

  

  Business Response

  Date: 04/18/2025

  Thank you for contacting Dyson,

  We apologize for the frustration experienced by our owner. Based on Dyson records our owner has been in contact with our support team to arrange a replacement device with an upgrade due to the delays experienced.
  
  Dyson does not provide extended warranties. As indicated within the terms of service, "The repair or replacement of your Dyson machine under warranty will not extend the period of warranty; however, your warranty will be extended for any time your machine is being repaired or retained for work being performed under the warranty."

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23222088
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/22/2025

  I am rejecting Dysons response because it fails to acknowledge the delays caused by their internal processes and communication inconsistencies. I initiated the warranty replacement process on December 5, 2024, well before my warranty expired. However, due to Dysons delayed responses and supply chain issues, I was unable to send in my machine until March 27, 2025.
  Dysons own warranty terms state:
  Your warranty will be extended for any time your machine is being repaired or retained for work being performed under the warranty.
  My machine was in Dysons possession from March 27, 2025, and during that time, I was without a functioning vacuum. This period should qualify as the machine being retained for work performed

  

  Business Response

  Date: 04/23/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  In accordance with the Dyson warranty terms, the customer's warranty has been extended by one month. The warranty is valid through May 16, 2025. 
  
  To ensure timely resolutions, we would recommend the customer visit the ********************** ************** in their area. The Dyson ************** can provide a free inspection and will repair issues related to the warranty, or provide a quote for issues that fall outside of the warranty coverage. 
  
  Dyson **************
  *******************************************************************
  ***********************
  Monday-Friday 9:00 AM to 5:30 PM
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23222088
  
  I am rejecting this response because:

  Thank you for the extension, but as of April 24, I still havent received confirmation that my replacement machine has shipped. My concern is receiving the new machine after the warranty expires.
  I need the warranty to be extended to begin on the date the replacement is delivered, since the machine is still in Dysons hands.
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/17/2025

  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.

  Dear Dyson Customer Support / ************************* reaching out to formally request support in resolving an ongoing issue with a Dyson Hot + Cool filter fan I purchased around 2019. This product was a significant expense for me at the time, and unfortunately, it stopped working approximately three months after purchase.Shortly after the issue began, I attempted to contact Dyson to have the device repaired under the warranty. However, due to the challenges brought on by the pandemic, I was unable to deliver the fan to the service location your team directed me toit was extremely far from my home, and I had no access to reliable transportation at the time.Since then, I have made multiple attempts (at least six documented contacts) over the years to follow up with your customer service team, but I have yet to receive a resolution. There has been no repair, no replacement, and no meaningful support in honoring the warranty that came with my *********** this point, I am simply asking for a replacement unit. I can provide the original proof of purchase, as well as the recurring error code the device has been displaying. I believe in the Dyson brand and genuinely want to maintain a positive relationship, but the lack of support over these past few years has left me deeply *************** hopeful that we can find a resolution that reflects Dysons reputation for customer care and product quality. I would appreciate a prompt and fair response.Thank you for your time and understanding.Sincerely,***** *******

  

  Business Response

  Date: 04/18/2025

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

  This is a duplicate complaint. Please see  ********.

  The proof of purchase the customer provided indicates the machine was returned to Best Buy. Additionally, our records do not reflect the owner has had previous contact with Dyson support for troubleshooting or other support options. 

  The machine is too far out of warranty for an exchange exception to be made. However, the owner is welcome to visit their local Dyson service center located at *******, **
  
  *******************************************************;07652 Distance: 12 miles from the owners registered address. Tel: **************. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23219225
  
  I am rejecting this response because:
  Dear Dyson Customer Support,
  
  I am writing to urgently request a return authorization letter for my defective Dyson product.
  
  Best Buy has confirmed that the item was not returned and clarified that it was part of a larger financing order, which required the original order to be returned and repurchased. This has likely caused confusion in Dysons records regarding the return status of this specific item.
  
  Best Buy is willing to assist in resolving this matter, but they require a formal letter from Dyson that:
  
  -Authorizes Best Buy to process an exchange on Dysons behalf, as the item is defective.
  
  I purchased this item at a premium price and expected a reliable product and responsive customer support. Given the circumstances, I believe this is a fair and simple resolution.
  
  If Dyson is unable to provide this authorization, I will unfortunately have no choice but to escalate the matter further. Please know this is not my preferred route, but I am fully committed to resolving the issue and will continue to pursue every appropriate channel until it is addressed.
  
  I remain hopeful that we can resolve this promptly and professionally. Please let me know if any additional information is needed or once the letter has been issued to Best Buy.
  
  Thank you for your attention to this matter.
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/18/2025

  Hello:
  
  Thank you for contacting Dyson. We sincerely apologize for any inconvenience experienced by our owner and appreciate the opportunity to address their concerns.  
  
  Dyson provides a 30-day return period for purchases made directly through Dyson. However, for purchases made through Best Buy, we operate within a wholesale model and do not manage any operational or customer service components of transactions processed through their platform. This includes all aspects of Best Buys return policy, refunds, or any exceptions beyond their designated return period. As Best Buy does not act on Dysons behalf, we are unable to issue a return authorization for a purchase made through their stores. Our sincerest apologies for any inconvenience this may cause.  
  
  As noted in our previous response, the machine is now out of warranty and no longer eligible for an exchange. Should the owner decide to keep the machine, we recommend visiting our service center in *******, **, for further assistance:  
  
  **Dyson Service Center**  
  *********************************************************; 
  *******, *************; 
  Tel: **************  
  
  This location is approximately 12 miles from the owners registered address and can provide additional support and service.  
  Thank you.
  
  Dyson, Inc.
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23219225
  
  I am rejecting this response because:
  To Whom It May Concern,
  
  
  Once again, I am receiving a generalized deflection with no real effort to resolve the issue at hand. Ive already contacted Best Buys corporate team, and they made it clear that the matter falls under the responsibility of Dysons customer service.
  
  
  I was explicitly informed that Dyson has full authority to address and resolve this issue. What continues to be ignored is the fact that I was unable to return the defective device during the early stages due to pandemic-related restrictionsan extremely relevant and valid reason that neither party seems willing to acknowledge.
  
  
  At the end of the day, I was sold a defective product, and both companies are refusing to take ownership or provide a solution. This was not an inexpensive purchase, and the complete lack of accountability has been beyond frustrating.
  
  
  It does not matter how much time has passedif a product was defective from the beginning, the customer should be supported, not dismissed. The way this situation is being handled demonstrates a disregard for customer care and responsibility.
  
  
  I am requesting an immediate resolution to this matter. If none is provided, I will have no choice but to escalate this further through additional consumer protection channels, legal avenues, and public awareness.
  
  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23219225
  
  I am rejecting this response because:
  To Whom It May Concern,
  
  
  Once again, I am receiving a generalized deflection with no real effort to resolve the issue at hand. Ive already contacted Best Buys corporate team, and they made it clear that the matter falls under the responsibility of Dysons customer service.
  
  
  I was explicitly informed that Dyson has full authority to address and resolve this issue. What continues to be ignored is the fact that I was unable to return the defective device during the early stages due to pandemic-related restrictionsan extremely relevant and valid reason that neither party seems willing to acknowledge.
  
  
  At the end of the day, I was sold a defective product, and both companies are refusing to take ownership or provide a solution. This was not an inexpensive purchase, and the complete lack of accountability has been beyond frustrating.
  
  
  It does not matter how much time has passedif a product was defective from the beginning, the customer should be supported, not dismissed. The way this situation is being handled demonstrates a disregard for customer care and responsibility.
  
  
  I am requesting an immediate resolution to this matter. If none is provided, I will have no choice but to escalate this further through additional consumer protection channels, legal avenues, and public awareness.
  
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/17/2025

  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.

  On March 13th I placed an order on Dysons website for an Airwrap in ****** **** Color. On March 15th I received my package from Dyson which contained an Airwrap in a pink color instead of the ordered one. I reached customer service via chat and was told to return the incorrect item for a refund and that it was going to take ***** business days for processing. Its been over 14 days and I have not received my refund yet. I reached out again to their unhelpful customer service on 14th I contacted them one more time and was told to wait an extra 3 days, today its been 3 more days and my refund still hasnt been processed. Is incredible that a company selling such premium products have such unhelpful customer service and returns. I am requesting a full refund promptly otherwise I will have to proceed to fill a chargeback with my credit card.

  

  Business Response

  Date: 04/17/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  Our records indicate that an internal investigation has been initiated to determine the status of the return. We expect there to be a response within 48 business hours.

  We respectfully request the owner allow the next ***************************************************************************************** payment dispute. Dyson is unable to issue a refund if there is a pending payment dispute.

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

  
  Thank you, 
  
  Dyson, Inc.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23217125
  
  I am rejecting this response because:

  Per your website return policy returns take ***** days which were past that window. On Monday April 14th I was already told an investigation was going to take place and to wait an additional 1-3 days for the refunds. 
  

  Its been another additional 48hrs since this reply was sent so where is my refund? Seems incredible and laughable to me that such high end brand has such terrible return timeline and keeps delaying refunds for their customers. 

  Waiting over 3 weeks for a refund for an error on your end is infuriating. I provided the proof of the incorrect item, I sent it back and followed your requests and now my refund is being withheld, you took my money within minutes from my order and now three weeks after you cannot issue a refund for an item I did not receive. This seems like a very common issue with returns to you according to a lot of reviews online. 

  If my refund isnt issued this week I will fill a report to the ************************ as well as a claim at my state consumer bureau and initiate a chargeback and will use a proof of how you keep delaying my refund even thought your website policy states 14 days for refunds. 

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

  

  Business Response

  Date: 04/21/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We apologize for any inconvenience this matter may have caused. 
  
  In reviewing the status of the return, we are currently awaiting confirmation and further updates regarding the returned machine. While we understand that tracking may reflect delivery, please note that all returns are processed and accounted for through the verification of each unit's serial number.
  
  We are actively monitoring the situation and will provide a follow-up as soon as confirmation is received from our warehouse team. In the meantime, we appreciate the owners continued patience as we work to finalize this process. 
  
  Thank you. 
  
  Dyson, Inc. 
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23217125
  
  I am rejecting this response because:

  how much longer will it take and why then do you say that the return will be processed in ***** business days? You guys dont keep track of the returns? Its been over 3 weeks since my return was received at your warehouse. 
  

  Are you aware the Dyson I returned was the pink one and not the purple one cause you sent me an incorrect color? It seems like you guys dont know whats going on at your own return warehouses.

  your return processes are sketchy and upsetting for your customers. Do better, were past your 14 days processing, how much longer will it be for refunding an item that was never shipped to the customer? The proof has been provided and the item has been returned, all you do is keep delaying this process further and bringing excuses of why this keeps getting delayed. 
  

  this is the worst customer service Ive ever dealt with. 

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

• Initial Complaint

  Date:04/17/2025

  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 having a warranty dispute with Dyson who exchanged one of my devices, however the warranty device they sent out is now having another issue, the website states that I have 9 months left on my warranty, however they are now saying this is a technical issue and my warranty is expired. I attempted to get transcripts from the previous agents I worked with telling me that my warranty was valid until 2026 however they denied giving me these transcripts, but admitted that they can use official tools to review transcripts on their end. Seems as though this may be deceptive practices or maybe really unorganized but having agents tell a customer they are within warranty and their website show I am within my warranty to then say my warranty expired is definitely a concern for the customer especially with the high price of these devices.

  

  Business Response

  Date: 04/17/2025

  Hello, 
  
  Thanks for contacting Dyson and sharing your concerns with us. We understand how frustrating and confusing this situation must have been, and we truly appreciate the opportunity to provide clarity regarding your warranty coverage.
  
  Dysons two-year limited warranty begins on the original date of purchase and does not reset or extend following a repair or replacement. Instead, the replacement device retains the original warranty period, in accordance with the terms outlined in Dysons Warranty Policy.
  
  Regarding the information displayed on the customer's account, the discrepancy stems from a registration error that occurred during the exchange process. When the replacement device was issued, our system inadvertently registered it as a newly purchased machine, leading to the display of incorrect warranty details online. Dyson reserves the right to correct such errors to ensure accurate recordkeeping. We understand how this may have been misleading, and we apologize for any confusion or inconvenience this has caused.
  
  To clarify, the original purchase date of the customer's device was June 17, 2022, and the replacement device inherited this same purchase date. Consequently, the two-year limited warranty was valid from June 17, 2022, to June 17, 2024. While Dyson remains committed to supporting our customers with troubleshooting assistance for the lifetime of their device, the warranty has now expired. Any required parts or repairs would be chargeable, and the device is no longer eligible for an exchange under warranty.
  
  Thank you, 
  Dyson, Inc.
  

• Initial Complaint

  Date:04/17/2025

  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.

  -Hair dryer was not working - Called customer service - I was told to bring my hair dryer to customer service. In *********, NY - I did so and when I returned to pick it up, I was told that they had cleaned it and that when they ran it for awhile, the hair dryer was working - the next time I used it, it turned on and I was blow drying my hair. I turned it off and when I went to turn it back on, the blow dryer just blinked and would not turn on.- I tried several times and it would not turn back on.- I called the repair shop, and I was told that I would have to bring it back because it might be a motor problem.- I asked the man point blank. So this is going to cost me more money if its a motor repair and why hadnt it been checked for a motor problem when I first brought it in.- he told me thats what they do. They clean it and then if theres another problem, it has to be brought in. I was not told that when I brought it there the first time. - I feel like I was scammed into spending $54.30 on 3/13/25.

  

  Business Response

  Date: 04/17/2025

  Hello,

  Thank you for contacting Dyson and bringing this matter to our attention. We understand your frustrations and truly regret any confusion experienced during your recent interactions with our service team. Our goal is always to provide clear communication and quality service, and we appreciate the opportunity to clarify the situation.
  
  The charges from the repair service on 3/13/2025 were for a deep cleaning of the hair dryer, which was necessary due to significant buildup within the unit. Without proper maintenance, buildup from regular use can restrict airflow, affecting performance and potentially leading to motor strain or damage over time. Unfortunately, while the cleaning process can resolve certain issues, it cannot undo damage that may already exist in the motor due to prolonged airflow blockage.
  
  When the customer's device was initially evaluated, our technicians performed a deep cleaning to address the buildup and verified that the unit powered on and ran properly. However, when the unit was later used, the motor problem became evident. Our Dyson ************** clarifies cleanings are nonrefundable prior to completing the repair. Its important to note that while airflow blockage can contribute to motor damage over time, the cleaning would still have been required, regardless of whether motor replacement was necessary.
  
  We sincerely apologize if this process was not fully explained during the customer's initial visit and for any inconvenience caused by needing to return the unit for further evaluation. At no point is it our intention to mislead or cause frustration. We will ensure the repair team reviews communication protocols to better manage customer expectations in the future.

  Thank you,

  Dyson, Inc.