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 Service Center

  14833 N Dale Mabry Hwy Tampa, FL 33618-2027

• 

  Dyson, Inc.

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

  
• 

  Dyson Service Center

  6115 Jimmy Carter Blvd Suite D Norcross, GA 30071

• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

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:04/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible company. I purchase a dyson V12 in December 2023 and it's not working properly. Have trouble shooted and send them a copy of my target pdf receipt 4 times and no one will assist with a replacement or resolution. Company is trying to not honor the 2 year warranty listed on their package. I will never buy another dyson. Everyone has ignored my requests. Very disappointed in Dyson especially after spending $600 on a cordless vacuum. I have a reference ID ********. Someone please actually look into it and assist. Not sure why the company is being difficult. Do not buy from this company. They don't care to assist in any way. Haven't been able to use my vacuum for weeks now. Terrible company

  

  Business Response

  Date: 04/11/2025

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

  We appreciate the customer providing the requested proof of purchase to validate their warranty. We have reviewed this information and the warranty is valid through December 19, 2025. 

  Based on account notes, the customer is reporting issues with pick up. This is typically due to a blockage or the need for filter maintenance. This video will walk the customer through checking for a blockage: ****************************. Customer should also complete filter maintenance. We recommend completing this about once a month. The steps can be seen here: **********************************;

  If the customer continues to experience issues, we recommend visiting the Dyson ************** in their area for a free inspection. Once an inspection is completed to determine the cause, the Dyson ************** will resolve in accordance with the 2 year limited warranty. This warranty covers parts and repairs for manufacturing defects. It does not cover wear and tear, accidental damage or maintenance concerns. If the issue is outside of the warranty coverage, parts and repairs would be chargeable. In the event of a chargeable issue, the customer would be provided a quote and can accept the repair or choose to deny service. 

  Dyson **************
  *******************************************************************
  ***********************
  Hours: Mon-Fri, 9:00 AM to 5:30 PM

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:04/11/2025

  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 recently bought a dyson come to find out its flawed I already contacted dyson Support Sent pictures with the Support lady back-and-forth the whole nine. Its been proven that I need a replacement. So Im like cool. She tells me if for whatever reason the Dyson that I have is not available they will give me a upgraded replacement for free. So she waits a little while comes back to tell me that they dont have the same one that I have available. She tells me they have the same machine, but different color. In which i tell her if you bought a Mercedes a red Mercedes and you went to go get a replacement one because its broken and they give you one of different color would you be happy about that? The answer is no you wouldnt. This is a $600 item at the very least I want the same color that I had. So of course Im not having the one that I had I was expecting to get an upgrade. Because as she said in her own words. Thats what she would do if the one I had is not available but of course they fought me on this took back what they said reneged whatever you call it basically Dyson isnt a company of their word and Im extremely disappointed not only am I stuck not getting a replacement because you guys dont have the color that I have Im also stuck not being given what I was told I would receive when she first answered my phone call currently Im waiting for Dyson to make more of the same color that I have and then Ill get a replacement but I told him Imstuck with a s***** machine because I dont want a ugly orange one to replace it in exchange. Do better Dyson. Obviously my desired outcome of this would be a free upgrade as they promised. Which would be the newest dyson ID I believe. Obviously that one has all the colors available. Including mine which is special edition.

  

  Business Response

  Date: 04/11/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, inventory for the replacement in the same color and model has been located at a regional Dyson ************** location. 

  The exchange order has been created with confirmation number 1653074771. The owner will need to return the faulty machine by drop off at their local *** store location using the exchange order number as the shipping reference.

  The return of the faulty machine is required to ensure that the warranty remains active. Please allow up to 15 business days for the exchange process to complete. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Dyson Digital Slim online on Jan. 30, 2025. I've had continual problems. After 5 minutes it stops working (from Day 1) and continually says to clean filter which I do. The debris catches in the hose and into the entry into the cannister. Each time I have to manually take apart the vacuum and physically have to reach down into the hose with my fingers and then into the entry hole into the cannister to empty. It still won't work, saying to clean the filter which I do AGAIN. I've done all of the troubleshooting. I called the company and they were very rude. I asked for the manager. He put me on hold for 30 minutes and the same ***resentative came back on saying "no refund". The last time I used it, it had a burning smell and am afraid for safety reasons to try again. There is a free 2 year warranty and when I mentioned this to the *** he just kept saying "no refund". This has been stressful dealing with company and especially since I can't use the vacuum. The order number is ********** (Jan. 30, 2025)

  

  Business Response

  Date: 04/11/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson offers a 30 day return window for all new products purchased through **************************. As the customer's V12 was purchased January 23, 2025, it is beyond the return window and we are unable to honor the customer's request for a refund. 
  
  There is no known manufacturing defect that would cause the issue the customer is reporting. If the customer's ************************** Detect Slim wand keeps getting blockages and the unit frequently prompts them to wash the filter, there could be several underlying reasons.
  
  Blockages often occur due to debris or oversized particles getting stuck inside the wand. Customer should avoid vacuuming excessively large or wet debris, as this can cause blockages. 
  
  The "filter needs to be washed" message may indicate reduced airflow due to a clogged filter, dust buildup elsewhere in the machine, or incomplete filter washing or drying. The customer should ensure theyre washing the filter properly: Remove the filter, rinse under cold water until the water runs clear (do not use detergent). Shake the filter to remove excess water and let it air dry completely for at least 24 hours in a well-ventilated area. A damp filter can lead to repeated alerts and reduced performance. If the filter is damaged, replace it with a genuine Dyson filter. Inspect the main unit and wand for hidden blockages or dust buildup that could reduce airflow.
  
  Additionally, overfilling the bin can push debris into areas where it shouldnt be, leading to airflow issues or blockage in the wand. Customer should empty the bin regularly, ensuring debris does not go above the max fill line, to prevent dust from compacting and restricting airflow.
  
  Finally, fine dust accumulation and internal blockages can cause this error to occur. Vacuuming excessive amounts of fine dust, like drywall or fireplace ash, or cat litter, can clog filters and internal components very quickly. Customer should avoid vacuuming large quantities of fine dust. Internal blockages or motor filter buildup can reduce suction, leading to repeated filter alerts and a higher likelihood of wand blockages. Check the dust bin, cyclones, and cleaner head for blockagesremove any debris as needed.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23188453
  
  I am rejecting this response because: I am without a working vacuum. I have tried all suggestions that Dyson suggested. It is unsafe with a smoky smell emitting. It clearly doesn't work. I thought it was new, but somewhere I saw that it was refurbished. I would think a company of this magnitude would be more supportive of their customers.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/14/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns and appreciate their efforts to troubleshoot the issue. As the issue has persisted, we recommend our owner contact Dyson Support for further assistance with repair or replacement options. 
  
  We can confirm the machine in question is new as denoted by the A at the end of its serial number. ********************** certified refurbished machines are identified with a B following the serial number. Our apologies for any confusion. 
  
  Thank you. 
  
  Dyson, Inc. 
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint through the Better Business Bureau in hopes of resolving a long-standing issue with a Dyson Hot+Cool Air Purifier that I purchased during the early stages of the COVID-19 pandemic.I made the purchase because I trusted Dysons reputation for quality, and I wanted to keep my home environment as clean and safe as possible during a time of heightened concern. Unfortunately, the unit stopped working approximately three months after I bought it. Since then, it has remained completely nonfunctional.Due to pandemic-related lockdowns and restrictions, I was unable to return or seek repair during the initial period of the products failure. Once businesses began to reopen, my demanding work schedule prevented me from taking the necessary steps to address the situation sooner.More recently, I reached out to inquire about repair options and was told that I would either need to ship the unit out of state or travel to a service center far from my location. This is not only inconvenient, but feels like an unreasonable solution for a product that stopped working so soon after purchase.I am requesting that Dyson consider sending a replacement unit. I believe this is a fair and appropriate resolution given the circumstances: the short time the product functioned, the difficulty in addressing the issue during a global crisis, and the logistical burden now placed on me to fix a device that was faulty from the start.Thank you for taking the time to review my complaint. I would sincerely appreciate Dyson standing by its product and helping to resolve this matter in good faith.Desired Resolution: Replacement of the faulty Dyson Hot+Cool Air Purifier.

  

  Business Response

  Date: 04/10/2025

  Hello: 
  
  Thank you for contacting Dyson.

  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. 

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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 have a huge issue. I own a Dyson vacuum and on February 20th one wheel broke off. I called Dyson support the same day and was told my replacement part was out of stock and that I would get an email once it was available but that I did not have to do anything and my order would be processed. On March 4 I received the email that the piece is in stock so as instructed, I do nothing, weeks pass and on March 25th I reach out to follow up and they had not even placed the order. So on that day they placed the order and I received an email with the order number and the notice saying that I will receive another email when the item ships so then I would receive the tracking info. Two days go by and I received an email saying that unfortunately my item is out of stock and can not ship. I call again on March 28th questioning the last email and they say its not in stock but we will send you and email in *****hours to let you know it has been shipped. I wait and on April 4th still no email so I call again and they tell me once more, please be patient youll receive an email in ***** hours to let you know your item is being shipped. On April 8th I received an email that says my order has been cancelled because the item is not in stock. I call again for clarification and they tell me that they dont know what happened and that the item is out of stock so they cant do anything. I request to speak to speak to a manager and they say someone will call me. Yesterday, on April 9th no one ever called me so I reach out and was only able to get a hold of a an alleged supervisor, they apologize and say they will place the order. Again this morning on April 10th, I received an email that my order has been cancelled. Im so incredibly frustrated because this back and forth for two months is an unacceptable way to deal with a customer. They have not even attempted to resolve my issue or apologized for the lack of communication or resolution.

  

  Business Response

  Date: 04/10/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, a request has been submitted to the Dyson ************** team for the fulfillment of the order due to no inventory is available at the warehouse. We expect the order will be delivered in 3 business days or less.
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23186175
  
  I am rejecting this response because:

  I still have not received communication directly from Dyson in regard to my order being fulfilled. Until I get an email with tracking info stating clearly that my item is actually on its way, I will not consider this issue resolved. 
  

  I even waited one day from receiving this message on BBB for Dyson to contact me and still nothing. This company and its customer service **** are liars, theres no way I can possibly believe I will receive my item in 3 days without any tracking info or communication. This is the exact thing Ive been dealing with since Feb 20th, just empty promises. 
  

  Dyson, make this right.

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

  

  Business Response

  Date: 04/11/2025

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

  As previously indicated, we have submitted a request to our Dyson ************** team to have the needed part shipped to the customer. As this is not being fulfilled through our warehouse, there may be some delay in the order being updated with tracking. Once the order has been updated, the customer should receive an automated email with tracking details. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/12/2025

   
  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.
  

  Dyson finally emailed me on 4/11 with tracking info and I have successfully received my package today. I wish I did not have to go through these means of filing a complaint but I am thankful for the swift resolution.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:04/09/2025

  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 purchased a Dyson Supersonic Hair Dryer that is under warranty. After it became defective, Dyson approved a warranty replacement in early March. I was told the replacement would ship within 18 business days. Throughout that period, I called multiple times and was repeatedly told not to worry, as it was still within the promised ************ of today, April 9, 2025, I am well beyond the 18 business days. I have spoken to multiple customer service agents and managers, spent hours on hold, and was repeatedly told my replacement would "ship soon." On one occasion, I was told I would receive tracking information "within minutes" but no product has been shipped, and I have not received any tracking or clear updates.I formally escalated my case via email on April 8, 2025, requesting immediate shipment and written confirmation. I received no response.I am seeking immediate shipment of the replacement product with tracking information, or a full refund.The repeated delays, broken promises, and lack of communication are unacceptable and not what I expect from a company of Dyson's reputation.

  

  Business Response

  Date: 04/09/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, our records indicate that the package has been scheduled for delivery with *** tracking number 1Z58333F0332566445.

  The owner should receive an automated email directly 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: 04/10/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction = April 11, 2024 Amount Paid = $429.00 I contacted Dyson to get a replacement Supersonic Hair Dryer because the one I had was getting overheated. I was told I would be contacted back about the replacement. I was sent to the "US Escalations Team". I have been back and forth with them since February 12th. I was first offered a refurbished hair dryer which was not acceptable to me because I was within the warranty period. After fighting with the member of the "Escalations Team", I was told I would get a new hair dryer WITHOUT a warranty. I was told "Per Dyson exchange policy, when a machine is exchanged, it adopts the warranty of the original machine that it is replacing. Since the warranty for the original machine has matured, the replacement machine will not have a warranty going forward". Plus I had to sign a release stating "We do stand by our previous statement in that there is not a fault or defect with the machine. The temperature airflow of this machine is constantly monitored and adjusted to maintain the target temperature. Through extensive testing, our engineering team has found that a sudden change in temperature is very unlikely, if not impossible". I would hire an attorney to fight them but I can not afford it. This entire process has been so frustrating and I am amazed that Dyson does not stand behind a $400+ product.

  

  Business Response

  Date: 04/09/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any frustration and confusion. In review of the account and information, we do see that the customer had advised of an alleged safety issue, our safety team was able to review this and determine there was no fault or defect related to the machine.
  
  In review of the registration of the machine, the date was not aligned with the purchase receipt. This has been updated with the provided purchase receipt.When an exchange is provided, it adopts the warranty of the machine that was originally purchased.
  
  We do see that our support team has reached out to assist the customer further.
  
  Thank you,
   
  Dyson*****

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23177264
  
  I am rejecting this response because:  Dyson is not accepting any fault or responsibility. From the beginning, my only request was for a replacement. Is signing this document the only way to resolve my issue? As I previously mentioned, I am concerned about agreeing to something that feels overly restrictive, especially since the hair dryer became extremely hot..  The document also states, "We do stand by the information provided to you that there is not a fault or defect that can cause the reported issue." This does not seem fair to me.  What if I have issues with the replacement hair dryer?
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/20/2025

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

  Overheating is not a manufacturing defect but rather a symptom of  lack of airflow due to a blockage. With proper maintenance, the device would not overheat. As outlined in the User Guide, filter maintenance is extremely important to keep the Supersonic at top performance. We recommend completing maintenance at least once a month; however, more frequent filter cleaning may be needed based on usage and styling products. The steps can be seen here: ***********************************************************;
  

  The customer has been in communication with ********************** Support, where an exchange was offered; however, the owner has not accepted this offer. Once the customer has replied to the email offer, we will be happy to make the appropriate arrangements. Alternatively, the customer is welcome to take their Supersonic to the Dyson ************** for a free inspection and repair based on Dyson's Warranty Terms, which cover manufacturing defects. Please note, issues related to wear and tear, accidental damage or maintenance would be chargeable. 
  

  Dyson **************
  *****************************
  ****************************
  Open Monday through Friday, 8:30 AM to 5:00 PM
  

  Thank you,
  Dyson, Inc. 
  
  

  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23177264
  
  I am rejecting this response because:
  

  I am writing to express my ongoing concern and hesitation regarding the release form requested by Dyson. As I have explained previously, we have consistently followed the recommended steps to properly maintain the hair dryer. I am very familiar with this product line, having purchased five units for myself and family members over the years.

  Given my experience with Dyson products, I strongly believe this issue is the result of a manufacturing defect, which is why I initially reached out to request a replacement. I would sincerely appreciate receiving a replacement without the requirement of signing a release.
  This matter has now been ongoing for over three months, and I am extremely frustrated with the lack of resolution. As a long-time supporter of Dyson, this experience has unfortunately left me with a very negative impression.

  Thank you for your attention to this matter. I hope we can reach a fair and timely resolution.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 purchased a Dyson Airwrap multi-styler and dryer Straight+Wavy (Nickel/Copper) serial number **************** product from **** on December 20, 2023 The purchase price of the product was ****** with a total amount paid to Ulta of ****** including 6% sales tax for the state of ********. The item was registered with Dyson using My **************************. The dryer failed in May of 2024. We contacted Dyson customer care on May 30, 2024 and they provided an exchange authorization number ********** and then instructed us to send the defective item to Dyson. Dyson sent an email on May 30, 2024 with instructions to take the dryer to a *** store to be returned. Figure 6 is the email received from Dyson where the *** tracking number 1Z831V230355523339 was assigned.The item was shipped by *** on June 3, 2024 and received by Dyson on June 6, 2024. Dyson has yet to provide a replacement. Several attempts to follow up with Dyson by phone and email have been made where they assigned three separate case numbers including ********, ********, ******** in the order that they occurred.We have followed up with Dyson to ask if they will provide the replacement. They have not provided a replacement and have informed us there is nothing more they can do. Dyson has since eliminated my MyDyson account. I can no longer log in to the account. To make this long story short we purchased a Dyson product from **** that failed during the warranty period. We in good faith returned it to Dyson expecting them to honor their warranty. They have received the item and then have refused to honor the warranty without explanation. Dyson has also retained the returned item.

  

  Business Response

  Date: 04/08/2025

  Hello, 
  
  This is a duplicate complaint. Please see 22296145. 

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

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23169537
  
  I am rejecting this response because:

  Dyson has only now provided me with the specifics of the inconsistencies they site as a reason to not honor the warranty.  They claim that the serial number on the item submitted does not match the serial number for the item we registered.  They recommend I take my complaint to the retailer where the device was purchased.  I have requested that they return the item I sent so I can then take my complaint to the retailer showing them that the serial number on the purchased item does not match the serial number on the tag.  The assumption is that the retailer will acknowledge that they sold me the item with this inconsistency and then they will provide a resolution.  The request to return the item has been made more than once, and Dyson has not acknowledged the request nor have they agreed to return the item..

  Dyson has now suspended communication with me regarding this complaint.  They have done so because I have concurrently filed a BBB complaint.  They have asked that I work exclusively through BBB to resolve the problem.  Dyson has not provided any evidence that the device has a different serial number.  They have not shown me a picture of the item with the serial number revealed.  They have not entertained the possibility for a clerical error on their part.  They have not returned the item to me.  The end result is they have decided that I am not entitled to a replacement nor am I entitled to the device that belongs to me.  Their advice is to go to the retailer without the item and suggest to them that they are responsible for the replacement.  I don't believe this is a path to succuss.  

  There are three possible explanations for this problem.  The first one is what Dyson is proposing.  The item we purchase has a different serial number on the device and the tag attached to the cord.  We registered the device based on the serial number found on the cord.  When the device failed the inconsistency is revealed.  Dyson suggests the retailer is responsible for this problem.  The second one is Dyson has made an error in handling the returned item.  The one I sent was mixed up with a different one and that is why they don't match.  Dyson receives many products for warranty claims and it is not out of the realm of possibility that they made an error.  The third potential explanation is that I am attempting to defraud Dyson.  This is very unlikely as I have all the receipts for my purchase.   

   

  In order for my to be satisfied Dyson will need to explain to me where on the device the serial number is found and show me that the item we sent has a serial number that does not match the tag.  I have the tag from the device we sent.  It was removed and kept because it was bothersome to have a tag attached to the cord while being used.  If Dyson can show me that the item sent does not have a matching serial number then they should return the item to me so I can follow their advice and take my complaint to the retailer.  

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

  

  Business Response

  Date: 04/14/2025

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

  We have reached out to the customer via email to assist further with their exchange. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/15/2025

   
  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.
  

  Dyson has agreed to offer a replacement for the dryer.  They have informed me that it will take up to 18 business days.  I am please with this outcome, however, I ask that my case remain active until I receive the replacement.  My experience with Dyson does not lead me to trust that they will do as they say.  They have on several occasions made statements that were demonstrably false given the records that I have kept.  They are not a trustworthy company.

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

• Initial Complaint

  Date:04/07/2025

  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 purchased a Dyson V15 detect in 4/2024. An internal piece broke off while vacuuming, leaving the unit inoperable. On 12/14/24, I followed all customer service instructions to return the broken motor and wand which was under warrantee. On 12/27/24 I received shipping/tracking info on the ***lacement being sent, however the delivery address was incorrect (namely the street name and zipcode). I called customer service immediately to stop the shipment but that didn't happen. All my resulting calls to customer service followed the pattern of almost all your previous customer complaints regarding shipping and subsequent numerous calls to Dyson. The initial response was that a claim would be filed with the courier, **** While I offered to forward a copy of the email from Dyson with the incorrect mailing address, the *** was not interested. I ***eated my calls to Dyson, and they ***eated their requests to be patient for 18 days. Sometimes it was only 10 days! Then 1 month ago, I received a call from the courier asking for my statement regarding the shipment incident. I ***eated my story about Dyson mislabeling the address and I had documentation to prove it. That was almost 1 month ago, with no updates from Dyson.I am 81 years old and, as they say, "time's a-wasting". Please help me! I purchased this item in order to continue to live independently in my own home as long as possible. After 3.5 months, and a $650 expenditure, I have lost all faith in Dyson playing fair.

  

  Business Response

  Date: 04/08/2025

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

  We have reviewed customer's order and see that the replacement was shipped to the incorrect address due to an error. As such, we have created a new order to allow a replacement to be shipped to the owner. At this point the order is processing and can take up to 18 business days to be delivered to the owner. To ensure no further issues with delivery, an adult signature will be required at time of delivery. The customer can reach out to ********************** Support to check the status of this order. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/09/2025

   
  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:04/06/2025

  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 V8 cordless vacuum from Target on 12/19/23 and used it only a few times as my flooring is LVP and a 3 area rugs in the entire home. I called about 4 weeks ago and again 1 week ago about the vacuum no longer working. I was told I had to trouble shoot and this was done. I am very upset that I paid money for an item that is not working as expected. I have spoken to several incompetent employees to include a supervisor out of ******* without any resolution. I have been sent a "new" charger that does not work and also a battery that does not fit the device. I am weary of trouble shooting and expect a replacement item. I have waited several weeks for my concerns to be properly addressed and resolved to no avail. I do wish I would have never purchased such a poor product with such poor customer service. I am requesting an expedited replacement as I have waited long enough for no resolution.

  

  Business Response

  Date: 04/08/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the issues with your V8 and any inconvenience it may have caused. 

  We have reviewed customer's account and see that an exchange has been arranged. In accordance with Dyson's Exchange Policy, the original machine must be confirmed via serial number in our warehouse prior to the replacement processing. From that point, an exchange can take up to 18 business days to process, ship and be delivered to the owner. Based on *** tracking, we anticipate the owner's original machine to be received in our warehouse April 10, 2025. 

  For a quicker resolution in the future, the customer is welcome to visit the ********************** ************** in their area:

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23167593
  
  I am rejecting this response because:
  I have not received my replacement vaccine yet and do not trust this company nor the incompetent employees. If you thoroughly read and or if the employees documented properly you would have seen that I have called multiple times for a proper resolution. Overall Dyson has very poor customer service and this is the last device I will ever purchase from Dyson. I will be sure to tell everyone I come in contact with about my awful customer service experience!
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/09/2025

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

  As the customer's machine is still in transit to our warehouse, we are unable to proceed with the replacement. Once the package has been received, and our warehouse has confirmed the serial number of the machine, the replacement will begin processing. From that point, it can take up to 18 business days for the replacement to process, ship and deliver to the customer. 

  Thank you,

  **********************