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, Inc.

  1330 W Fulton St # 5 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

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:04/17/2025

  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. 

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  In January, I was on chat support three different times for over an hour to have my Dyson Vacuum sent to them for a replacement as it was malfunctioning (not due to misuse). They said they would send a shipping label and never did until I got upset in the chat. Once I sent it out, they said it would take shipping + 21 business days and then shipping back to get my Dyson. I sent it out early to mid-February and STILL HAVE NOT GOTTEN IT SENT TO **. I have followed up over 7 times (each over an hour) since I had shipped my device to them with the standard crappy apology and saying they would get to it. More recently, April 1 I messaged them asking where my new replacement vacuum was and they admitted that they never put my delivery in and it would take 1-3 days for HQ to handle it then 5-7 business days to ship. They have STILL not sent it to me. I want my VACUUM!!!!!

  

  Business Response

  Date: 04/17/2025

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

  Upon reviewing the customer's exchange order, we identified an error that prevented the replacement from being processed successfully. To resolve this issue, the original order has been canceled, and a new order has been created to ensure the replacement is processed and shipped without further delays.
  
  While the delivery timeline for the new machine is up to 18 business days, it may arrive sooner. Dyson strives to process and ship all orders as quickly as possible, and we will continue to monitor the progress to ensure timely delivery.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23214460
  
  I am rejecting this response because: I will not close this out until the device has been received because I have been told on SEVEN DIFFERENT OCCASIONS that the previous order has been cancelled and a new one has been placed. So once the device is at my front door I will accept. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/17/2025

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

  As previously indicated, a new order has been created and is now processing. The customer is welcome to reach out to ********************** Support to obtain status updates for the order. Please note, as the order was created today, it may take 24 to 48 business hours for an update to be available. 

  Thank you,

  Dyson, Inc.

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23214460
  
  I am rejecting this response because: I will resolve it when it is delivered.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/17 at about 3pm, I place an order on Dyson website, order **********. I ordered the wrong item, so I called Dyson at 318pm. 18 minutes later to cancel this order. I was advised by 2 Dyson representatives that I could not cancel this order it was too late. So I called my credit card company and was advised that the item is pending and the merchant can cancel the order. So I called Dyson back and was advised again I can not cancel this order, even tho it was pending. Cancel this order Your Dyson order ********** has been confirmed.

  

  Business Response

  Date: 04/16/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do appreciate the support and apologize for any frustration and confusion. Per Dyson order policy, once an order has been placed it is unable to be cancelled. This is due to the order immediately being sent for processing and shipment. The transaction will show as pending until the product has shipped. We have included the terms and conditions below.
  
  ***************************************************
  
  Again, we do apologize for any frustration this may. Our support team is available to assist with any further questions or concerns.
  
  Thank you,
   
  Dyson*****

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23213926
  
  I am rejecting this response because: thats ridiculous called 18 min after the order you should be able to cancel this order.  
  
  Sincerely,
  
  **** **********

  

  Business Response

  Date: 04/17/2025

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

  While we empathize with the customer's frustrations, as stated in our Terms and Conditions, we are unable to offer order cancellation once an order has been placed. Dyson offers a 30 day return policy for new products purchased directly through Dyson. Please note, refurbished products are offered as a final sale option. If the customer no longer wishes to purchase the product, they can reach out to Dyson Support to create a return once the order has been delivered. 

  Dyson's Return Policy requires the return to be received and confirmed in our warehouse through serial number verification prior to a refund processing. From that point, refunds can take up to 14 business days to process. Once the refund has been processed and transferred to the customer's financial institution, it may take 1 to 2 billing cycles to post, depending on the bank's policies. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23213926
  
  I am rejecting this response because: again with the deceptive business practices. On 4-19 I submitted a refund request.  On the form it states, comments on the reason for your return (optional).  Why am I being asked to provide a reason?  on 4-19 ******, Dyson Customer Support stated, We kindly request that you share the reason for your return. This information is crucial for us to better understand the issue and take appropriate action. Your feedback will help us improve our products and services, ensuring a better experience for you and other customers in the future. Once we receive the details, we will promptly proceed with the necessary steps to process your return. Thank you for your cooperation. 
  

  so you are going to hold up send me a return shipping label even though you return form stated comments are optional?  I no longer want to conduct any business with Dyson.  I believe they have deceptive business practices.  I think that should be 

  Per your website Dyson Direct will pay for return shipping.  Send me a return shipping label so I can return this.  

  From: Dyson Direct Returns [**********************************************************************]
  Sent: 19/04/2025, 10:34 pm
  To: ************************************************************************************
  Subject: Dyson Return Request
  
  Inquiry Type: Return
  Filled out by: Customer
  Name: **** **********
  Email Address: ************************************
  Zip Code: 21032
  Order Number: 1653103271
  Return Type: Machine
  Serial Number: ***************
  Package condition: Unopened
  Reason code: Other
  SMS Contact: No
  Phone:
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:04/16/2025

  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 purchased a Dyson airwrap from a store in ************ in August 2024. It was given for a Christmas gift and started malfunctioning shortly after. We were able to register the Dyson online with the serial number no problem, we did a video chat with a *** from Dyson prior to sending. They assured us it would be covered under warranty. When the machine was sent back to Dyson we were told they received it and a new one would be sent. After weeks nothing was sent so we followed up and after speaking to a manager she said they deemed it counterfeit and refused to ***lace it and told us to reach out to *******. ******* wont help because its past their 60 day policy. It took Dyson over 2 months to let us know they were not going to help us. We purchased this in a store and have a receipt. Dyson sent us a letter and refuses to help further. For a multi billion dollar company they do not stand by their products or authorized retailers. Ridiculous and out $600! Why was I able to register it? Why did it take so long for notification?

  

  Business Response

  Date: 04/16/2025

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

  In accordance with Dyson's Exchange Policy, the original machine must be received and confirmed via inspection prior to the replacement processing. Upon receipt and inspection of the customer's unit, our team identified the unit as a counterfeit machine. This is most notable by the standard two prong plug. Genuine Dyson Airwraps have an ALCI plug. 

  As the unit was confirmed to be counterfeit, it would carry no valid warranty and the exchange offered under the presumed warranty would be invalid. Counterfeit Dyson machines are likely to be unsafe for use and Dyson has legitimate reason to exercise its right to retain/destroy any counterfeit product, in order to (a) prevent personal injury or damage to property (b) prevent resale of counterfeit products and (c) protect the Dyson brand and reputation. Further information on counterfeit products can be found at ***************************************************************************;

  The customer has been provided an official letter that confirms our findings. This letter can be presented to the retailer as well as their financial institution in an effort to recover their funds. At this point, Dyson will be unable to offer any additional assistance. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:04/15/2025

  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.

  I purchased a Dyson vacumm about 16 months ago. However, the vacum broke in multiple places and I've tried to call in to use the warranty, multiple times, with no luck. The vacum has now completely broken and is not workable. I've attempted multiple call-ins to Dyson, submitted photos on 2 occasions, and have had no response. They often disconnect their calls while I'm on hold, and then I have to call back in, provide a ton of info, be put on hold, and then disconnected ultimately. In one instance, they advised they needed to order a part to fix my machine, but four months later, I have not heard back. Their warranty is completely a fraud.

  

  Business Response

  Date: 04/15/2025

  Hello:
  
  Thank you for contacting Dyson.  
  
  We are sorry to hear about our owner's concerns and certainly understand the frustration caused by a machine malfunction.  
  
  Upon reviewing our owner's Dyson account, it appears our support agents have already ordered the necessary replacement parts to address the issue. Our owner will receive an email notification once the shipment is on its way. Please allow up to 710 business days for parts to arrive.  
  
  If our owner needs further assistance, our owner should contact Dyson Support via live chat or phone for additional help.  
  
  Thank you.
  
  Dyson, Inc.

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 6th I ordered a Dyson refurbished Airwrap from Dyson directly (online) for $423.99 including taxes and shipping. on March 11th I received confirmation that my order was delivered to my home. After trying to use my device for the first time on March 12th, and having it not work that first attempt, I attempted again on March 13th, and contacted Dyson support that day. Dyson support asked to video conference where I could show the representative exactly how this device would not work. The associate agreed that the device was not functional, and started the return process for me. I went to the *** store on March 18th to send back the Dyson Airwrap and received tracking information and confirmation of that interaction. I then received an email from Dyson returns that I would receive another email when my machine had been received by Dyson, and that the return process could take as long as 15 business days. I received the tracking update that my machine was delivered to Dyson on March 21st at 9:40am. On April 2nd I reached out through Dyson chat again because I never received an email that my machine was received by Dyson, but I received proof of delivery from **** After 15 business days, on Friday April 11th, I again contacted Dyson for an update and they told me that they could not confirm they received my device, and that they could not refund my original purchase, nor send me the same or equal device. They said that my only option was to file a claim with **** however, *** confirmed delivery, and I have all of that documentation. Dyson refuses to acknowledge that they have surpassed the official communicated timeframe, have not communicated about my device being received, and have not acknowledged my request to be refunded for a purchase that never worked from the moment it was received, nor will they send the equal or comparable machine to me.

  

  Business Response

  Date: 04/15/2025

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

  We have reviewed Dyson's records and confirmed the original machine was received in our warehouse and the replacement is currently processing. Please note, once the package is delivered to Dyson, the contents must be confirmed by our warehouse, which can take 1 to 3 business days. From that point, exchanges can take up to 18 business days to process, ship and deliver. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:04/13/2025

  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 vacuum broke. I am still under warranty. Dyson refuses to fix or replace it unless I go to its service center in another state. I dont have a car and think its unreasonable that I would have to rent a car and drive to another state to get it fixed.

  

  Business Response

  Date: 04/14/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the owner declined to participate in troubleshooting their machine to determine the cause of the reported problems. In cases such as this, an inspection or repair would be needed. The Dyson repair center is 14 miles from the owner's registered address. For this reason, Dyson suggested the owner take the machine in for inspection. 

  Walk-in ************************************************************** Center
  *************************************************************
  Distance: 14 miles
  Tel: **************
  
  If the owner does not wish to visit a repair center, we strongly recommend they contact Dyson support while they have the machine on hand in order to complete a virtual inspection and troubleshooting session.

  Without a diagnosis we are unable to offer a resolution.

  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23199491
  
  I am rejecting this response because:

  I did in fact go through the trouble-shooting process months ago - in fact several times. When I contacted Dyson yesterday, I did not go through the trouble-shooting process because I already did it several times!!

  The service center is in another state and I dont have a car. How do you propose I get there?

  This is the worst customer service I have ever experienced.

  
  Sincerely,
  
  Summer ******

  

  Business Response

  Date: 04/15/2025

  Hello, 
  
  Thank you for reaching out to Dyson. We sincerely apologize for the delay in our response and any inconvenience this may have caused.
  
  According to our records, the only contact we have from the owner was on April 14, 2025. While the owner has stated that troubleshooting was previously completed, we do not have any documentation of this. As such, troubleshooting will need to be conducted before proceeding further. Additionally, the customer is requesting an exchange.
  
  Dysons limited warranty is designed to cover manufacturing defects by providing parts or repairs as necessary. It does not cover wear and tear, accidental damage, or issues resulting from lack of maintenance. Exchanges are only offered if all troubleshooting and repair efforts have been exhausted and the issue remains unresolved.
  
  To move forward with the warranty support, we kindly ask that the owner contact Dyson Support when they have the machine with them so we can complete the required troubleshooting. Depending on the outcome, appropriate parts can be provided, or we will arrange for a repair.

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 23, 2022, I purchased a Dyson Pure Cool Link TP02 for $372.28 from ******. The warranty was also initiated on this date and valid until September 22, 2024. On August 10, 2024, I called Dyson to inform them that my fan had died. I was told to follow all of their trouble shooting steps and call back, which I did on August 13th. I was told at that point that that there were no replacements available to and call back in 2-3 weeks. I called back on September 4th and spoke to a woman that told me the previous person was probably just trying to get me off the phone by telling me to call back. She then said they still did not have the fan and it would be in 2 weeks. She said that I would receive an email to complete the shipping of the fan once it was in and she issued me a case number of: ********. I never received an email or a replacement fan. This is a lot of money to pay to have a product that does not work sitting in the corner of my bedroom. I want a replacement product of an equal or better product asap.

  

  Business Response

  Date: 04/14/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We have created an exchange order to upgrade the TP02 to the TP04 with confirmation number 1653090265. The replacement will be a refurbished Dyson TP04 in white/silver color. 

  The owner can take the faulty machine to their local *** Store location with the confirmation number for pack and ship services. Once the return has been delivered, inspected and processed back at the Dyson warehouse the replacement will then be triggered to ship. We ask that the owner allow up to 15 business days for the process to complete. 

  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:04/11/2025

  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.

  We bought a Dyson vacuum is July 2024. The machine had problems starting a few months in and completely stopped working by 6 months. We called customer service and they agreed to send us a new machine. However it would take 18 days for them to ship it once received. So after waiting over 3 weeks another machine was delivered. The new machine that was delivered came with a damaged box and there was evidence the box was previously opened. I called customer service again that evening and started the exchange process again. Even though they sent me an opened/possibly damaged product I still had to wait 18 days to get a replacement and there was no way they could do anything faster. So fast forward another 3 weeks I get another machine delivered. This new machine was sent in the exact same damaged box and previously opened. They sent me the same one back I had sent them 3 weeks prior you could even see where there was a new shipping label placed over top the old one. I called again and asked to speak with a manager. I speak with the manager who didnt even provide his name. Very rude individual. He told me that I was the problem and needed to either except the product that came in the same damaged/open box or I would need to complete the exchange process again. He claims the serial number is different on this machine I received but I find that hard to believe given it was sent back to me in the same damaged box. I asked for an expedited exchange since I had been out of a vacuum for 6 weeks he told me that is never going to happen. I asked for a refund he told me he would not give me a refund either since I bought it from another vendor which would be outside the return window now. He said they are allowed to send opened products to the customer for an exchange. Now Im forced to accept an opened possibly damaged product unless I want to wait another 18 days when they will probably send the same garbage back to me again.

  

  Business Response

  Date: 04/14/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the first exchange shipped was shipped with serial number ***************. The second exchange was shipped with serial number ***************. We strongly recommend the owner tests the machine that was delivered to ensure it is working properly. 

  An open or damaged box does not necessitate a faulty machine or previous use. On occasion *** handling may result in a damaged box. 

  We can again provide another exchange if the product is damaged or not working properly. 

  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193433
  
  I am rejecting this response because:

  I opened your exchange. There was dust and a hair in the canister. The battery is not working correctly. The battery only 15 min after a full night charge. You try to tell me this isnt used. It is definitely used. I specifically requested an exchange with new on call on 3/8 (listen to your recorded call) and you keep sending me refurbs. Refurbs that arent even clean and work properly. Why cant you just send me a new vacuum? I bought and paid for new not used/refurbished. Also why do I have to wait another 3 weeks for an exchange this has been going on for 6 weeks through no fault of my own. Dont you think its absurd to keep people waiting that long? I take cleanliness very seriously and Ive had enough. Im asking that you send me a brand new vacuum expedited and if cant /unwillingly to do please refund my purchase so I can buy a vacuum from someone else.

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

  

  Business Response

  Date: 04/15/2025

  Hello,
  
  Thank you for contacting Dyson. We apologize for the inconvenience this may have caused.
  
  Based on the serial numbers of the units shipped, both products were confirmed to be new. To clarify, new products have serial numbers ending in "A," while refurbished units have serial numbers ending in "B." As part of the manufacturing process, **** powder is sometimes used and may resemble dust. However, we would not expect to see hair inside a new product, and we take such concerns seriously.
  
  Regarding runtime, it can vary depending on the selected mode and the type of tool being used:
  
  Standard mode with a non-motorized tool: 40 minutes
  Standard mode with the mini motorized tool: 23 minutes
  Standard mode with larger motorized cleaner head(s): 23 minutes
  Max mode (regardless of the tool): 5 minutes
  When using the vacuum in mixed modes, runtime will vary depending on the amount of use in each mode.
  
  While our records indicate that a new machine was shipped, we understand the concerns raised and want to ensure complete satisfaction with the Dyson product. As a resolution, we are happy to offer a third exchange. Please note, Dysons exchange policy requires the original unit to be returned and received in our warehouse before the replacement can be shipped. Once processed, it may take up to 18 business days for the new unit to be delivered. Expedited exchanges are not available, as orders are processed in the order they are received.
  
  Alternatively, for a faster exchange, the customer is welcome to visit their local ********************** *************** Bringing the current unit to the center will allow for an immediate replacement, and the customer will also have the opportunity to inspect the new product before leaving.
  
  Dyson Service Center
  ***********************************************>***********************************
  Hours: 9:00 AM to 5:30 PM
  
  Thank you,
  Dyson, Inc.