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 Service Center

  112 Marshall Dr Warrendale, PA 15086

• 

  Dyson, Inc.

  600 W. Chicago Avenue, Suite 275 Chicago, IL 60610

  
• 

  Dyson

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

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:04/04/2025

  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.

  I bought a Dyson Gen5Detect vacuum cleaner on November 29, 2024. I registered the machine for the warranty. The battery was faulty so in January Dyson agreed to send me a new battery. It was for a different vacuum - V15 Detect - and didn't fit. Then the vacuum's screen stopped working. I contacted them and asked for a battery that fit and for them to fix the screen, but they keep claiming the serial number I give them is for a V15 Detect. It is not a V15 Detect - the product says Gen5Detect on it, the colors are different than the V15 Detect, and the V15 battery will not fit it. I sent them proof via pictures, proof of purchase, etc. They refuse to honor the warranty and claim the issue is with ****** sending me the wrong vacuum. But again, the vacuum itself says it is a Gen5Detect and the original battery is a 10 cell Gen5Detect battery - V15 is only 7 cell. During a conversation with one agent they claimed they would send a Gen5Detect battery but then disconnected the conversation before they processed and sent it. I asked them to email me a copy of the conversation but they did not, but I did take a few screenshots. Please help.

  

  Business Response

  Date: 04/07/2025

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

  We have reviewed the customer's account and see that the issue related to the serial number has been resolved. At this point, we are happy to assist under the terms of the warranty. Dyson offers a limited 2 year warranty on the Gen5. This warranty covers manufacture defects, providing parts and repair. It does not cover wear and tear, accidental damage or maintenance concerns. 

  We would ask that the customer take their machine to the ********************** ************** in their area for an inspection. This will allow us to verify the issue and parts needed to resolve. Once the unit has been inspected, we will be able to assist in accordance with the Dyson Warranty. 

  Dyson **************
  *****************
  Suite G
  ***********************

  Hours: Tuesday through Saturday, 9AM to 5PM. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in my air purifier/humidifier for repair (reference no. ********) to Dyson's ************************* it was received on February 7, 2025 **** shipping no. 1Z2Y55899092618687). Dyson informed me that the repair would take ***** business days, but it has been well past that time frame and I have received no updates on the status of the repair. I have contacted Dyson's customer support several times and each time have received different promises that have never been fulfilled: that customer support would contact the service center and provide me with an update in ***** hours, that my issue would be escalated for resolution. I have never received any follow-up contact from Dyson on this issue despite these promises. I also obtained the contact number for the ************************* where at one time, I was prompted to leave a message that would be returned in 24 hours, and at another time, I was directed to a queue promising that my call would be returned within 15 minutes. I have never received any communication from the ************************* At this point, Dyson has had my machine for approximately two months and has been unable to provide me with any updates on my machine or the status of my repair and I have essentially been advised to wait indefinitely to get a status update. I find this unacceptable, particularly as a customer who has a number of ********************** products.

  

  Business Response

  Date: 04/07/2025

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

  While *** tracking shows this was delivered February 2, 2025, our Dyson ************** reported the machine was not received. As the customer indicated this was shipped, a *** investigation was initiated on April 4, 2025. At this point we will need to wait for the investigation to be completed, which can take up to 8 business days. In the process, *** may reach out to the owner for additional information. We ask that the owner cooperate with *** during the investigation as failure may result in *** closing the claim. 

  Once *** has completed their investigation and provided their findings, we will be happy to review and assist further based on their determination. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dyson has chatted with me for the last 2 days, Dyson has failed to provide a solution and has deceptively provided numerous solutions that they have not followed through on. I have purchased filters for my HP07 Dyson Hot and Cool and the filters have not fit. These are 3 separate orders of filters which indicate an obvious defect, considering the original filter fits. A Dyson agent has informed me they were processing a replacement, then ending the chat. The next agent today indicated they were processing a repair and then later redacted due to the claim the device is out of warranty. This item is clearly defective and was defective during the warranty period considering Dyson brand filters not working on the device. I am requesting a one time exception for replacement or repair for this item due to the numerous instances of misinformation provided and time spent over the last 2 days.

  

  Business Response

  Date: 04/03/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. In review of our owners filter purchase, our owner has initiated a return of their replacement filter. Upon receipt and verification of the return, a full refund will be issue for the purchase. 
  
  Filters are consumable parts and therefore are not covered by warranty. As such, we are unable to honor the request for repair or replacement of the machine due to a filter fitment issue. 
  
  Our owner purchased our 360 Combi Glass HEPA + Carbon air purifier filter, part # ******-01. As our owner has a Dyson HP07 Hot+Cool purifier, this would be the correct replacement filter. Therefore, as we are unable to determine why the replacement filter does not fit, we recommend our owner contact Dyson phone support for assistance. Our agents can assist with live video troubleshooting to confirm the machine model, corresponding replacement filter, and appropriate steps to replace said filter. 

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

  Thank you. 
  
  Dyson, Inc. 
  

  
  

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23150170
  
  I am rejecting this response because:
  
  I have purchased 3 genuine Dyson filters and none have fit. This is obviously a machine manufacturer issue and needs to be addressed. I will be escalating to district court if no solution can be had demanding replacement r payment for the value of the non functional device due to manufacturer error existing at purchase

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

  

  Business Response

  Date: 04/08/2025

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

  Dyson reengineered the filter to combine the two filters into one, the new 360 Combi Glass ****+Carbon air purifier 2-in1 filter. This replacement filter combines both the **** and carbon filter as one piece, for more convenient installation and maintenance. If the owner has not previously replaced the filter, or had replaced it with the original design, it would have two filters in it, which both need to be removed prior to fitting the new360 Combi filter. We have attached an image showing the original design with two filters and the new design for clarification. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23150170
  
  I am rejecting this response because: I would like to acknowledge this explanation and would suggest coaching of staff to be aware to present this to other customers. Also, order ********** also needs to be refunded which is part of this issue 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/01/2025

  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 placed a warranty issue order 3-24-25 ********** and was told that the item was in stock and would be delivered within 5 to 7 business days, today April ****** is the 7th day and customer service has had me on the phone for 2 days for over an hour and Ive gotten no answers. I called them yesterday because I have gotten no tracking. I was told a supervisor would call me within 24 hours and that didnt happen either. I would like someone to call me with answers and not be sitting on the phone in silence while these **** try to figure out how to do their job.

  

  Business Response

  Date: 04/03/2025

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

  We have reviewed customer's account and see that the order placed March 24, 2025, was delayed due to inventory. A new order has been placed for a compatible cleaner head and this order has shipped. Based on *** tracking, the cleaner head is expected to be delivered to customer on April 5, 2025. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23147736
  
  I am rejecting this response because: I attached the email I got this morning at 11:33am saying the order has been cancelled.  I would appreciate a call from the Dyson department that is handling this BBB complaint please and thank you.  Here is my phone number ************** 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/08/2025

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

  As previously indicated, the original order was delayed due to inventory. As such, this order was cancelled, which was indicated in the communication the owner received. A new order was placed and shipped via ***. Based on *** tracking information, the cleaner head was successfully delivered to the owner on April 5, 2025. At this point we would consider the issue resolved through the replacement cleaner head. 

  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 am being forced by Dyson to accept this decision and say Im satisfied, I am not, I simply accept it, not happily.  Dysons poor communication and promises of a supervisor to contact me failed therefore showing me how unimportant I am as a customer and that Im simply a number.  I will no longer be a loyal customer to ********************** nor will I suggest Dyson to friends and family.  I will let everyone know how poor communication was with Dyson.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a device with the order number ********** on 10 March 2025 but the device did not arrive on the promised time, I sent several messages to your online help system regarding this problem and insisted that I would not be in ******* if it did not arrive on the specified date. They told me to contact ***. However, it was very difficult to reach them and when I did, I did not receive a reasonable answer. On the day they were supposed to deliver, I waited for about 2 hours at the center, but although my cargo was there, they told me to wait for an SMS and did not give me my package even though we were in the same place. I was going to ******* the same day and I could not receive device. I specifically stated that it would be picked up from the cargo center instead of the address in ******* for fast delivery. I thought I could return the device without receiving it there. However, on 29 march 2025 the cargo left the device at the door of the address without giving any information. 18 March 2025 when I came to ********,

  

  Business Response

  Date: 04/01/2025

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

  Weve reviewed the details of the customer's order, which was placed ************************ on **************************. During the order process, the shipping address provided was associated with a freight forwarding company. While we do provide estimated shipping dates at checkout, as stated on the website, these dates are approximate and not guaranteed. Dyson does not offer guaranteed delivery dates.
  
  According to *** tracking information, the customer's package was successfully delivered to the shipping address they provided on March 18, 2025. As such, the order is considered fulfilled. Once delivered, the package is under the management of the freight forwarding company the customer used, and we recommend working ************************ with them to locate the package from this point forward.
  
  Regarding the customer's request for a refund, wed like to clarify that the product purchased was a refurbished machine. Refurbished items are offered as final sale items and are not eligible for returns or refunds, as outlined in our refurbished product policy.
  
  Thank you,
  Dyson, Inc.

  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23140131
  
  I am rejecting this response because:
  I would like to clarify that my issue with the business has not been resolved. The problem still persists, and I kindly request that the complaint remain open for further investigation and resolution. My complaint has not been resolved and I will send you the emails they sent me. I kindly request your support in this matter. Please let me know if you require any additional documentation or clarification from my side.
  Best regards,
  **** ******* ***** *******
  Sincerely,
  
  **** ******* ***** *******

  

  Business Response

  Date: 04/21/2025

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

  The customer's order was successfully delivered to the freight forwarding company address provided by the customer at checkout. Since the order has been confirmed as delivered, it is considered fulfilled, and no further assistance can be provided beyond warranty coverage for manufacturing defects.
  
  As the customer chose to have their order delivered to a third-party freight forwarding company, any issues regarding locating the package or obtaining compensation for a lost item would need to be addressed directly with the freight forwarding company.

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  Dyson customer service send me a receipt to return my broken Dyson in exchange they would send a new one. I sent mine in February and still have no received a new one. I have called them 4 separate times, with a handful of hours spent for them to say I didnt send the right Dyson item but they wouldnt disclose what was in the box I sent which WAS the correct item. They told me they need 5 business days for me to call back. 0 resolution and a bunch of lies from their team. Im in 3 months getting this figured out and they have my money/my machine and did not send my new item in exchange, even more to say what I sent in the box isnt my machine but cant disclose what it is Im so upset with this company.

  

  Business Response

  Date: 03/31/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We respectfully request the owner provide some identifying details that would assist us with locating the associated account details.

  The email and phone number provided by the owner does not indicate a registration account. We need the email address, phone number, order confirmation number or correct name of the registered owner to find the corresponding account and provide assistance.

  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:03/31/2025

  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 am sharing the following as I have not received my exchange unit within the promised time. Dyson has not even provided an update. I reported the issue with my CY23 vacuum to Dyson on Mar3. A representative by the name of ***** asked to send my broken unit in since it was under warranty, then Dyson will exchange mine with a new unit. She said the entire process will take 18 days. On Mar 4, I sent my unit with *** ground to their *******, ** warehouse (last four digits of tracking # ****). My unit's serial # ending in *****. But I never received an update. I have called Dyson on multiple times. I called on Mar 10. *********** assured me my vacuum will be shipped by Mar 13 as they have received mine.I called Dyson on Mar 13 and spoke with *******. She said, the exchange unit will be shipped the week of Mar 17.March 15, I called Dyson spoke with *******. She said the process takes 18 business days. ******* told me I should get the replacement unit by Mar 26.March 25. No update. I called Dyson and spoke with Priya. She confirmed my vacuums model and said I should receive my exchange new vacuum by March 31.March 27, I called Dyson and spoke with ******. He said, my exchange will ship in one or two days. March 31. Today is exactly 18 business days from the time Dyson received my vacuum cleaner. But I have not received the exchange, or updates. I called Dyson support and spoke with *******. She told me she is going to contact their back office for an update. After being on hold for almost an hour, ******* said I have to wait 2 to 3 more days.Such treatment of the customers by ********************** is shameful. How can they not have a means to communicate within their company and provide the customer a status update? I am asking is for Dyson to ship me the new exchange vacuum they promised me on March 3. It has been over 18 business days. This long and endless wait is just not acceptable, especially when they don't provide an update.

  

  Business Response

  Date: 04/01/2025

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

  We have reviewed the customer's order and identified an error that prevented the replacement from processing. This has been resolved and the replacement is now being processed. Once shipped, the customer should receive an automated email with tracking details. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23139173
  
  I am rejecting this response because you don't even provide a time frame for sending me the replacement unit. During multiple calls I have made to Dyson between March 3rd and March 31st, they have told me the same thing, that give us another two to three days and you'll get a confirmation of the shipping and a tracking #. 
  You received my broken vacuum one month ago. What I need now is the tracking number of the new exchange vacuum cleaner and confirmation that is has shipped. I cannot wait another two to three days because there is no guarantee that you'll honor your word. 
  Once you provide this information, I'll be happy to accept your response.

  
  Sincerely,
  
  ** *******

  

  Business Response

  Date: 04/01/2025

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

  Once an order has moved to processing, it can take up to 18 business days to process, ship and deliver. Once the order has completed processing and tracking is assigned, the customer will be able to track the package to get an estimated delivery date. At this time, we do not have additional information to provide. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/03/2025

  Complaint: 23139173
  
  I am rejecting this response because: They have not even provided a date or tracking number for the exchange unit to be sent to me. As of this moment, I have not received any update from them. Dyson fooled me into sending them my vacuum cleaner for which I had spent hundreds of my hard earned money, while they are not sending me an exchange unit they promised me a month ago. To me, this practice of Dyson is like stealing or rubbing a customer from their property. Now, I am not even mentioning the inconvenience or the extra money I had to spend on buying a smaller vacuum cleaner while waiting for the outcome. I wish you could do more to help the consumer. Please reopen this complaint and have Dyson provide a real and truthful response.   
  
  Sincerely,
  
  Ed Balaian 

  

  Business Response

  Date: 04/03/2025

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

  We have reviewed customer's exchange order and show the replacement was shipped and delivered to the customer April 2, 2025 at 10:18 AM. *** obtained a signature from the customer at the time of delivery. At this point we would consider the issue resolved through the confirmed *** delivery of the replacement vacuum. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson V15 Detect with a 7-year protection plan from Best Buy. Due to a defect confirmed by a Dyson representative over video call, I requested an exchange in which they said they would send me a ***5 for the inconvenience they caused. However, I specifically instructed both via phone and multiple emails that I did not want an upgrade if it meant losing my Best Buy protection plan. A Dyson representative confirmed that they would honor this request. Despite this, Dyson proceeded to send a *** 5 machine anyway, directly against my request. To make matters worse: 1. **The new *** 5 comes with only a 6-month warranty**, which is shorter than my original 2-year Dyson warranty and far shorter than my 7-year Best Buy protection plan. 2. The warranty for the *** 5 started before I even received the product (by about a week). 3. After multiple email exchanges, Dyson stopped responding before suddenly shipping the *** 5 without my consent. 4. This appears to be a deliberate attempt to void my existing protection plan and avoid future exchanges by reducing my warranty period. I have spent countless hours (over 5 hours of phone calls, multiple emails, and live chats) trying to resolve this. Dysons failure to acknowledge my requests, lack of transparency, and refusal to provide an equivalent warranty is unacceptable. Desired Resolution:1. Extend my Dyson warranty to match or exceed the original protection I had with my V15. 2. Provide an alternative solution for my 7-year Best Buy protection plan, which I have now lost due to Dysons unauthorized upgrade 3. A formal written apology for failing to honor my request and for the extensive time and effort I have had to put in to resolve this issue. This situation has been ongoing for over a month, and I expect a prompt resolution.Part number: 447329-01 PO Number: ********** Case # ******** Case #********

  

  Business Response

  Date: 03/31/2025

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

  This is a duplicate complaint for a customer residing in ******. Please see complaint 23082644. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried placing two orders for a Dyson Airwrap Straight and Wavy in color ****** **** on the Dyson website twice. I reached out to customer service and they said my bank rejected the transaction which is not true. I see both pending on **** and **** even emailed recognizing the first purchase as rewards are associated with it. The only solution the customer service person made was to use a different card. That is unacceptable as I would lose rewards associated with a very expensive purchase. Why is Dyson claiming to accept **** and rejecting the charge. I would like Dyson to issue a discount code of 20% to compensate for the lost rewards if I am forced to make the purchase with a different card.

  

  Business Response

  Date: 03/28/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Payments are declined by the payment platform Dyson is unable to dictate the reason for a declined payment or approval.

  Typically, declined payments are due to inconsistent details entered during the checkout process. The payment details must be the same as the details the financial institution has on file. 

  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23129173
  
  I am rejecting this response because: no solution was provided. There is an entire reddit thread about Dyson being the issue not all our cards.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/31/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We regret to hear that the customer's order was not successfully processed. Order declines are determined by our automated payment system, which evaluates multiple complex factors during verification. Unfortunately, we are unable to provide a specific reason for the decline. Please be assured that the customer's card has not been charged. If the customer sees charges on their account, these are pre-authorization holds only and will automatically be removed. While this typically happens within 72 business hours, the timing may vary based on the banks policies.
  
  We strongly recommend that the customer contacts their bank to confirm that the billing information associated with this card is accurate and up-to-date. After verifying their details, the customer is welcome to attempt placing another order. However, we must note that the subsequent order will also be subject to the same automated payment system verification, and we cannot guarantee that it will be successful.
  
  If the customer continues to experience difficulties processing orders, we suggest purchasing through a local retailer as an alternative solution.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23129173
  
  I am rejecting this response because: I have already stated the error is on Dysons side. I used the same card and placed on order using ****** on Dysons site. It has not shipped and this customer service has proven ********************** does not believe in providing any customer service. Please cancel order 
  1652987168. I have learned my ****** and will not do business with Dyson.

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

• Initial Complaint

  Date:03/28/2025

  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 the Dyson Vacuum not even a year ago and the item broke and I just want it repaired as its still under the year warranty. I was told that where I purchased the item was not an authorized seller which does not make any sense to me.

  

  Business Response

  Date: 03/28/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Authorized new product dealers are limited to ********** 1st Party, Home Shopping Network (HSN), Best Buy, ******, *********** *****, QVC, ***** Club, Crate & Barrel and Target. Authorized refurbished machine dealers are limited to ********* Rack, Woot and Zulily. Excludes third party marketplace sellers other than Dyson. 

  We recommend the owner contact the retail store for their warranty options. 
  
  Thank you, 
  
  Dyson, Inc.