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.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson

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

• 

  Dyson Direct, Inc.

  7485 Dean Martin Dr STE 110 Las Vegas, NV 89139-5978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Dyson G1 Wash at the end of last year, but it had issues, so I contacted Dyson support. They instructed me to return the machine, and once they received it, they would send me a replacement. This machine cost me $700.Dyson received my return on January 29th, but since then, it has been a complete mess trying to get my replacement:2/12: Dyson shipped a new unit, but *** marked it as an empty carton.2/17: Dyson attempted to ship again but forgot to put a shipping label, so it was returned to Dyson.2/28: Another shipment attempt, but the package was marked as return to sender.3/10: Dyson tried once again, and now this package is lost.I even had someone reach out and assure me that I would receive it the 5th time. Ive contacted Dyson support multiple times, but all I get are scripted responses and no real help. Now Im being ghosted by them!!I also tried reaching out to ***, but Dyson has claims blocked, so I cant even investigate on my ****** this point, Im out a lot of money, and I still dont have a working machine. Dyson seems unwilling or unable to fix the issue, and Im out of options.

  

  Business Response

  Date: 03/28/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that today an order was created for the replacement of the machine with confirmation number 1652986967.

  The order is currently processing. Once processing is complete the owner will receive an automated email with the shipping details and tracking number. 
  
  Thank you, 
  
  Dyson, Inc.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23126647
  
  I am rejecting this response because:

  This will be the 6th time that Dyson claims that they are shipping it to me. I have the proof that there have been 5 failed attempts for you to successfully get my order to me. I had to try calling in today and was never called back, so I had to chat in to get a new order shipped to me. I dont think its an appropriate resolution because again this will be the 6th attempt for you to ship me a replacement even after I requested that it be overnighted. Im requesting that Dyson overnight my machine and maybe try a new delivery company like FedEx. 

  
  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 are truly sorry for the issues the customer has been facing with the shipment and delivery of their recent order. A replacement order has been created and is being processed. Once shipped, the customer will receive an automated email with tracking details. While we understand the customer's request for expedited shipping through an alternative courier service, Dyson must ship through our contracted courier. We apologize; however, we do not offer overnight shipping. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Date of Transaction: 10-26-24-Order ID: ************** I had several items in this transaction but never received the HH17 Humdinger. Dyson shipped the items in separate packages through ***. The HH17 Humdinger with the Tracking Number 1Z58333F0322611379 was never delivered to me. Dyson had to file a claim with the *** and per phone conversation they did file a claim. I have called them on numerous occasions (7 x so far) and every time I call they come up with another excuse. At one point I filed a dispute with my ******************* but because it was during X-mas when I received the form to complete I missed the dead line and my credit card company reissued the money back to Dyson on 12-24-24. Now Dyson tells me that I need to get a letter from my credit card company to state that there never was a problem and was told again that I had to contact the *** even though in a prior phone call they admitted that they had received the claim from ***. *** will only deal with the sender. Dyson is refusing to either issue a credit for the Humdinger in the amount of ****** and 6 % MI-Sales tax = ****** or send me the actual item. Last phone call to Dyson was on 01-27-25. I guess my next step will be an attorney and finding other customers that have had the same issue and file a class action suit against Dyson???

  

  Business Response

  Date: 03/27/2025

  Thank you for contacting Dyson,

  We apologize for the frustration our owner has experienced. Based on Dyson records the initial *** claim was closed as the owner was unresponsive to their inquiries.

  Our owner was advised of this and continued to follow up with our support teams and a dispute was filed with their credit card company. Based on our records, the dispute was closed in favor of Dyson.

  As the dispute was resolved in favor of Dyson, and there is no supporting evidence indicating the unit was not received, Dyson would be unable to provide a refund for the item at this time. Our owner is welcome to follow up with *** in effort to complete the claim, and we will be happy to review any new information or detail they may be able to provide.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 04/09/2025

  Complaint: 23124146
  
  I am rejecting this response because: I disagree with the response that Dyson provided. I was not unresponsive to the *** claim. Dyson told me that I had to get in touch with the **** however, *** stated on the website when entering the tracking number that the sender had to file a claim. I have called Dyson several times about this.

   

  Dates of calls: 10-31-24 Called to tell Dyson that I had not received the ************* Tracking #1Z58333F0322611379. On *** Website it stated that *** had not received the package from sender. Was told by Dyson to wait another 5-10 business days

  11-04-24; Called again and was told the same thing as on 10-31-24

  11-14-24: Was told again to wait longer also was told that the *** tried to call me but that I was unresponsive. However, that was incorrect because I never received a call from the *** and actually the sender has to deal with the *** not the receiver.

  11-19-24: Was told the same thing about ***.

   

  I finally called my credit card company to dispute the charges. However, I missed the dead line for the credit card company due to X-mas season and I was busy and did not get the actual letter that I needed to respond until Dec 23. Therefore, the credit card company reissued the charges back to Dyson.

  01-13-25: I was told by Dyson that they will send a release to the department for a new machine because it was lost in transit back in Oct 2024. Was told it will take 2-10 business days until I will receive a confirmation email. NEVER received the email.

  01-17-25: Spoke to Gabirel the Manager at Dyson and she claimed that they had not received the refund on Dec 24, 2024 Asked me to call back the following Tuesday for resolution.

  01-27-25: Was told that my credit card company had to issue a letter to reverse the complaint and also that I had to call the ***. I told Dyson that the credit card company will not issue a reverse letter that they deposited the money back into the Dyson account.

  03-27-24: Called Dyson again and was told that it needs to go to the back office and it will take ***** business hrs to get an answer.

   

  During this whole time Dyson has given me the runaround. They did admit to me in one of the phone calls that they had filed a claim with the *** and is closed. They have admitted that they owe me the Humdinger yet. But somehow when I call and speak to the first ****** they are more than willing to ship the Humdinger that they still owe to me. However, as soon as they put me on hold to talk to someone else in the office the story changes.

   

  Dyson owes me the Humdinger. They have my money and the machine. Thank you.

   

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

  

  Business Response

  Date: 04/09/2025

  Hello:
  
  Thank you for contacting Dyson.    
  
  We sincerely apologize if the information provided has caused any frustration. While our records indicate that the initial *** claim was closed due to lack of response, we understand this outcome may not align our owners account.  However, our final determination lies, in part, on the official response as provided by ***.  
  
  Additionally, our records the transaction dispute filed by our owner was subsequently resolved in favor of Dyson.  Any required follow up that is required of our owner, along with corresponding timelines for said follow up as required by our owners financial institution, remains the sole responsibility of our owner.  Our final determination in this inquiry cannot be adjusted due to our owner missing any deadline regarding their transaction dispute.  
  
  At this time, Dyson is unable to issue a refund based on the available records, as there is no supporting evidence indicating that the unit was not received. However, we do recognize the importance of resolving this matter and are committed to reviewing any new information or supporting evidence should it become available. We encourage our owner to share any new information to determine if the claim can be revisited or completed, and we will gladly reassess the matter upon receiving additional details.  
  
  Thank you.
  
  Dyson, Inc. 
  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23124146
  
  I am rejecting this response because: They need to show proof that I actually received the product. The original *** tracking # for that product is 1Z58333F0322611379, which stated that the *** never received the item to ship. Dyson is using one excuse after the other. They owe me the Humdinger. Please have them provide the tracking # where it shows that the item was actually delivered. I have been calling them from the time the package was supposed to be delivered. Someone in this company makes up on excuse after the other. If this does not get resolved, I will seek other ways such as filing a complaint with the Office of the General Attorney, etc. Dyson is in the wrong. They have given me the run around from day 1. 
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 04/10/2025

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

  UPS retains delivery records for 120 days. As the order is outside of this timeframe, the tracking information is no longer available. When searching this tracking number via ******** now indicates it is an invalid number. 

  At this time, Dyson is unable to issue a refund based on the available records, as there is no supporting evidence indicating that the unit was not received. However, we do recognize the importance of resolving this matter and are committed to reviewing any new information or supporting evidence should it become available. We encourage our owner to share any new information to determine if the claim can be revisited or completed, and we will gladly reassess the matter upon receiving additional details.  If the owner is unable to provide any new information for review, our position would remain the same. 
  
  Thank you.
  Dyson, Inc. 
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23124146
  
  I am rejecting this response because: Again, I need to see the actual communication that Dyson supposedly had with the *** stating that they had filed a claim as they said back in October. Also, I want to see the communication with **** The communication Dyson claims that *** stated that they tried to get in touch with me. Please ask them for proof of all the communication Dyson had with the *** back in Oct/Nov per Dyson's claim.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 04/10/2025

  Hello: 

  Thank you for contacting Dyson. 

  Again, we are sorry to hear of our owners concerns and our sincerest apologies for any inconvenience. 

  UPS retains delivery records for 120 days. As the order is outside of this period, the tracking information is no longer available. When searching this tracking number via ******** now indicates it is an invalid number. 

  Dyson is unable to issue a refund as there is no supporting evidence indicating that the unit was not received. We will gladly review any new information or supporting evidence should it become available, as provided by our owner. 

  Should no new information be available for review that may alter the outcome of our findings, the above remains our final determination.

  Thank you. 

  Dyson, Inc. 
  

  
  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23124146
  
  I am rejecting this response because: Dyson needs to provide the actual proof that they had dealt with the *** back in October/November as they had claimed back then. I will not let up until this is resolved. I want to see the proof that they dealt with *** and that *** supposedly tried to contact me. I have had issues getting this resolved from day one. I understand that the *** only keeps the tracking records for 120 days. However, Dyson shoudl have backup information about this case with the ***>
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/27/2025

  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.

  Called the support line due to an issue I was having with my vacuum that is under warrant. After troubleshooting my issue they decided to replace my vacuum. I was told the whole process took 18 days including shipping out, receiving, and shipping back. Three days after receiving Dyson receiving my vacuum, I called again and the agent confirmed that my vacuum should go out within 3 days of receiving. Dyson has now had my vacuum for a week and have not shipped a replacement and now being told it will take 18 days to ship my vacuum out. I find it unacceptable to go without being able to vacuum my house for over a month.Order reference # ********** Order number ******** Tracking number 1Z2Y55899090807708

  

  Business Response

  Date: 03/27/2025

  Thank you for contacting Dyson,

  We apologize for any frustrations experienced by our owner. Once a unit is received and scanned in by Dyson, the replacement unit is automatically shipped out and will arrive to the owner within 18 days.  This 18-day time period begins when the unit is received, not when the owner ships the unit to us. 
  
  Our owner contacted our support team this afternoon and spoke with a supervisor who confirmed this with them, and reviewed prior contacts to ensure our owner was informed correctly that the replacement will arrive within 18 days of Dyson receiving their unit. 

  While we do understand our owner may be frustrated with the time frame, Dyson will be unable to expedite the request for them and would encourage them to wait for their replacement to arrive. Once the replacement has shipped our owner will be provided tracking information via email.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23123667
  
  I am rejecting this response because:

  what you fail to mention is that prior to shipping back the vacuum I was given a different timeline by one of your agent, also on another follow up call after the machine was received, I was provided the same timeline as the original agent and also given an expected date to receive the unit which the mentioned supervisor confirmed via transcripts while on the call with him. I was also told that the replacement vacuum was a better vacuum but now find out that the replacement has filters I need to maintain and replace where the original doesnt. I was also told that the replacement vacuum will have a larger bin but looking at the published specs it is smaller. 
  

  Ultimately what I have found is that Dysons agents are not trained on their processes and products and will tell you whatever.

  So now I will be waiting over a month with no vacuum, only to get an inferior product in return. My original $800 vacuum is being replaced with a $350 vacuum. 

  
  
  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 apologize for any confusion or inaccurate information the customer may have received. **********************'s warranty provides parts and repairs for manufacturing related defects. In the event a warranty issue can not be resolved through these means, an exchange would be offered. Dyson's exchange policy provides a replacement of the same model, or similar based on stock availability. If the warranty is within the final 6 months, the replacement would be a refurbished model. The customer's warranty matures July 31, 2025. 

  Although the customer's unit was repairable, an exception was made providing the customer with an exchange for an in stock alternative model, at customer's request. Based on stock availability, the replacement is a Ball Animal 3 Complete, which retails for $549.99. The customer was advised of the replacement model and proceeded with the return of their machine, which indicates acceptance of the replacement offered. 

  The exchange can take up to 18 business days once the original has been confirmed in our warehouse. Based on Dyson's records, we show the replacement has shipped and *** is anticipating delivery April 1, 2025. The replacement has adopted the original warranty, which matures July 31, 2025. At this point, we would consider the issue resolved through the warranty exchange. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23123667
  
  I am rejecting this response because:

  Again, my decisions were based off inaccurate information that was provided by your representatives. Its hard to make informed decisions based off of inaccurate information. In addition I was never told that the warranty was only the remaining, this is the first Im hearing of that. 

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

• Initial Complaint

  Date:03/26/2025

  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.

  Date ordered: 2/10/25 Delivered: 2/13/25 Order #: ******** Date returned for exchange: 2/22/25 ********************************************** per the shipping label Date received per customer service **** 2/27/25 Last date of contact 3/26/25 Upon initial receipt of the product straight out of box it did not work. So after getting in contact with customer service they did some trouble shooting over the phone and determined the device was defective and said we could do an exchange first they had to receive the faulty one so after getting the shipping label i got it sent out by a local *** near me. After a while of hearing nothing i contacted dyson again and they claimed the new device would be there the following Thursday. After still not receiving the new device i called again this time another *** said it was never even received after being disconnected i called back again and spoke to a new *** who claimed it was received on the date stated above yet i would need to file a claim with *** and that takes an ADDITIONAL 15 days??? which was confusing. This is becoming incredibly frustrating and ridiculous this is not right. I did my part and properly returned the dryer now they said they received but didn't receive it and i have to file a claim??? Something sounds fishy and something I can't even control let alone. So now I've spent all this money on a product I dont even have anymore and dyson can't seem to help or even tell me whats going on as they continue to change their answers everytime i call. At this point this experience is so horrible i just want a refund.

  

  Business Response

  Date: 03/27/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, an internal investigation has been initiated to determine the return and reception of the original unit. Once the investigation is complete Dyson will be better able to assist the owner. 
  
  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

  Complaint: 23120637
  
  I am rejecting this response because: Order #******** Tracking ID: ****************** On 2/10/25 I order a Dyson Hairdryer from the website. Upon delivery the Dyson hair dryer was defective after speaking with customer service and doing over the phone trouble shooting they agreed to do an exchange. So I was given a package slip and sent my package off via my local *** store on 2/22/25. After seeing my package was delivered on 2/27/25 I called Dyson and asked for an update they said my new dryer would be in the following Thursday. Come the following Thursday nothing so I called them again. This time Dyson states that yes my dryer was delivered to the warehouse but they don't have it and therefor cannot do an exchange nor a refund and suggested I filed a claim with ***. After hearing this I call *** and explain the situation they confirm it was delivered and also stated it is not I who should be filing the claim it should be Dyson. I called Dyson and expressed this to a supervisor the supervisor told me they would not be filing a claim as its not their job and they don't have the information to do such and that *** is wrong. After that very difficult conversation I decide to try and file a claim just to find out the sender has restricted claims for the item and someone filed a claim and an investigation was launched therefor I was unable to file a claim of my own so I was told wait 15 days as that's how long an investigation takes. As of 4/9/25 I called Dyson to get an explanation about what's going on and if I could get an update. Dyson is being extremely difficult and is refusing a refund at this point which is all I want now. I did my part and I no longer even posses the product this is straight up theft.
  
  Sincerely,
  
  Lexia Kennedy  

  

  Business Response

  Date: 04/10/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences and frustrations facing our owner. Based on Dyson records, a replacement unit was shipped and delivered to our owner via *** under tracking number 1Z58333F0332527657. Delivery details indicate it was dropped off the afternoon of April 9th.

  If our owner did not receive this package, we encourage them to follow up with our Customer Support Team so that they may investigate as needed.

  Sincerely,
  Dyson Inc.

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service 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 wanted to buy a vacuum cleaner from this company and the customer service is really bad. Every time I call to get a price or find out information on a vacuum no one knows anything. Some say they price match. Some say they dont. Some say the price includes tax. Some say it dont. Only *** I remember speaking to is *****. He said the full price on their v 11 with 6 tools was 450 including tax and free shipping. So when I call back to order it everything changes. All the terms. Their quality and their customer service have gone way down the last few years. Their vacuums are not what they used to be and their customer service is bad. Not too mention they are way way overpriced. 800 dollars or more for a v 15 plus tax can easily hit 1000 dollars. Thats ridiculous. And you only get a 2 year warranty. In any event Im done with Dyson. Not worth the hassle. Plenty of other good models at half the price

  

  Business Response

  Date: 03/28/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We're sorry to hear about the challenges this customer faced while trying to contact our support team. To clarify, the prices displayed on Dysons website represent the cost of the product alone and do not include taxes, as tax amounts vary based on the shipping address. Once an item is added to the cart and the shipping address is entered, applicable taxes are calculated and presented. Additionally, Dyson provides free shipping on all new machines.
  
  For information regarding our Price Matching Policy, customers can refer to the terms outlined on Dysons website here: Dyson Price Match Promise .
  
  We understand the customers concerns about pricing, and we value the opportunity to explain the long-term value of purchasing a Dyson machine. While Dyson products may require a higher upfront investment, they are engineered to last for up to 10 years without maintenance costs. By contrast, other vacuums often require recurring expenses for bags, belts, and filters, and may only last 2 to 3 years. Dyson cord-free vacuums come with a 2-year limited warranty that covers manufacturing defects. These defects are typically identifiable during initial use, giving users ample time to ensure the product is functioning as intended. Please note that this warranty does not cover wear and tear, accidental damage, or maintenance-related issues.
  
  Beyond the 2-year limited warranty, Dyson is committed to providing ongoing support. Customers can access free troubleshooting and inspections at Dyson Service Centers for the lifetime of their machine. However, please be aware that parts and repairs outside of the warranty period may incur charges.
  
  We fully respect the customers decision to explore alternative options.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23119868
  
  I am rejecting this response because: they make no mention of trying to improve the issues I bought up especially in the customer service department.  If thats there stance then fine but they lost a customer. They are not engineered for 10 years as far as I can see.  Weve had ours for a little over 3 and have had to replace the battery twice and its not even used that much
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/28/2025

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

  At Dyson, our commitment to enhancing the customer experience drives everything we do. We prioritize ongoing training and development for our team members, ensuring they have the knowledge and expertise to provide unparalleled support. By staying current on our products, services, and customer care practices, we strive to exceed customer expectations and deliver an exceptional experience every time.
  
  Dyson cord-free vacuums are engineered for durability and long-term performance, but regular maintenance is essential to keep them running at their best. Maintenance steps are outlined in the User Manual and can also be found on *********************** website.
  
  Its important to note that Lithium-Ion batteries, used in many of our machines, naturally degrade over time. This is a normal characteristic of this battery type and means the battery may eventually require replacement. Various factors, such as environmental conditions like temperature and humidity, can influence battery lifespan. Additionally, usage habits play a key role. For example, after fully depleting the battery, its important to let the machine cool for several minutes prior to recharging. We also recommend minimizing excessive use of the max power mode, as this boost feature is designed for short bursts and overuse can shorten the batterys life.
  
  Routine filter maintenance is equally critical for optimal performance. Failing to wash the filter monthly, as outlined in the manual, can restrict airflow to the motor, creating unnecessary strain on both the motor and the battery. Adhering to these best practices will help ensure your Dyson machine continues to deliver superior performance for years to come.

  As we have addressed the concerns the customer presented, we would consider this issue resolved. If the customer needs additional information about a specific product that they are unable to locate on our website, they are welcome to contact Dyson Support via chat, email or by calling our Helpline. Our team is always happy to assist. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have read the business response and now accept it. You may close the complaint.  Thank you. 

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

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Dyson professional hair dryer in Oct of 2023 and filled out an online warranty. In December of 2024 my dryer broke and so I contacted Dyson since my warranty was good for 2 years and it had only been 13 months since my original purchase. They said my replacement machine was out of stock and they would email me when it came back in stock. Never happened so i contacted them again in January. After about 3 attempts someone finally sent me an email witha shipping label to return my broken dryer and once they received it a new replacement would be on its way. They received my dryer the first week of February 2025 and i got an email on 2/12/25 saying my replacement was on its way and to click on the tracking number to track the package except when i clicked on the tracking number it said "this page cannot be found". waited a week and then called Dyson to ask why it was not delivered and they said they were waiting for *** to pick it up. Called back again a week later when still did not receive blowdryer and they said the order was canceled and they would put in a new request/order but they never did. I called again and then this time they said the warehouse told them that i sent a different dryer back then the one i originally purchased...WHAT?!!! How can that be when you got my dryer and sent me an email on 2/12/25 saying my replacement (that never got sent) was on its way? Ive since called back 4 times and spent ***** min each time for someone to put me on hold and tell me that they are working on it and given a case number. Today is 3/26/25 and this is the last time i have called and the case number i was given Case ********. I feel they are being dishonest and all i want is them to honor their warranty policy and send me a replacement.

  

  Business Response

  Date: 03/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Order number 1652779139 has been released for processing. We have requested expedited shipping, and the delivery will require a signature. Please ensure someone 18 years or older is present to sign for the package at the time of the delivery. 
  
  Thank you, 
  
  Dyson, Inc. 
  

  Customer Answer

  Date: 03/28/2025

   
  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:03/26/2025

  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.

  My vacuum has a warranty till 2027, and there is a part broken on it. I have spent over a month trying to get them to resolve this issue only to get a run around - part unavailable -please reach out when it's becomes available -part discontinued - a exchange for an insufficient vacuum that is not same one, or same quality. I purchased a canister vacuum and the one that they are offering me. Is an upright vacuum which will scratch my floor which is why I purchased the canister vacuum in the first place. They are basically voiding my warranty or feels like abusing their customers. I've had numerous of mix messages from people whom I've spoke to an no resolve. . All I wanted was a part replacement but it's not available so least they can do is send me a new vacuum and I'll send them the broken one when I receive the new one. I actually own 3 dysons as a loyal customer I expected to be treated better.

  

  Business Response

  Date: 03/26/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, a call was made to the owner to determine the exact part needed.

  A request for the part was submitted to the Dyson service center in ******* to send the replacement part to the owner. We expect the order to be fulfilled within 48 hours. The owner will be notified by automated email of the shipping details and tracking number once the package is in the hands of the courier. 

  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

• Initial Complaint

  Date:03/25/2025

  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 have been without a working vacuum for over six weeks due to Dysons failure to honor their warranty ***lacement process and ***eated miscommunication.Feb 21: My V12 was approved for ***lacement. Dyson said I would receive a V15 upgrade with all necessary attachments.Upon Arrival: The V15 was defective and lacked key features of my V12, including fewer attachments and requiring constant trigger holding.Mar 18: A Dyson *** confirmed the V15 was faulty and assured me a V12 ***lacement would be sent immediately with all attachments. I was told I did not need to return the V15 before receiving it.Mar 24: I contacted Dyson for an update but faced a language barrier. Another *** contradicted the previous one, now saying I must return the V15 first, despite Dysons earlier commitment.Dyson first sent me a defective unit and is now delaying my rightful ***lacement due to their own internal miscommunication. This is unacceptable.I am requesting the immediate shipment of my V12 ***lacement with tracking confirmation and expedited shipping at no cost due to the excessive delay.I have all supporting documentation and expect Dyson to resolve this matter immediately.

  

  Business Response

  Date: 03/25/2025

  Hello:
  
  Thank you for contacting Dyson. 
  
  We understand the concerns raised by the owner regarding their machine. As part of our exchange process, the malfunctioning machine must be returned and verified before the replacement can be shipped. Once the machine is received and verified, a replacement will be shipped, and the owner will receive an email notification with shipment and tracking information. 
  
  A return label has been sent to the owner via email to facilitate the exchange process. For convenience, we have also attached the return label to this response. 
  
  We apologize for any inconvenience or misinformation regarding our exchange process. 
  
  Thank you, 
  
  Dyson,Inc.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23115329
  
  I am rejecting this response because it was not what was promised 1 week ago by your team. Ive been without a vaccum for over 6 weeks and you send me a faulty replacement that didnt work upon arrival. Ship the new machine and Ill gladly send the broken back. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the owner has been in contact with the Dyson support team. A request for the cancelation of the exchange was discussed as well as a replacement part offered to resolve the issue. However, the agent noted the call ended abruptly and the part order was not completed. 

  We strongly recommend the owner contact the support team again to complete the part request order. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: ********
  
  I called support to take them up on the option to just swap the battery and cyclone so I didnt have to go thru this process for a second time and be without a machine longer, but I realized that wont work with the v12 replacement since I have the v15 non working model now. 
  

  I have packaged the v15 and will get it to *** today with the label sent on 3/18 by the original rep. *************************** V12 had tons of accessories and i was told specifically to send all accessories back and the new v15 machine will be sent with all, it was not. I want to ensure my v12 will have all the accessories I returned and shipping will be expedited due to the defective machine sent. 
  

  here is what u sent back with my v12 originally:
  Charger

  Mount
  battery/cyclone
  Wand
  Pet brush small 
  
  Soft brush
  
  motor brush
  Attachments:
  Wand Clip (clear plastic)
  curved neck tool
  hose tool
  stick small tool
  fabric tool
  2 brissel tools
  
  Sincerely,
  ****** ********

• Initial Complaint

  Date:03/25/2025

  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.

  Summary of the Case:Product: Dyson V15 vacuum (purchased at ******, under warranty)Issue reported to Dyson: February 11, 2025 Warranty exchange approved: Dyson issued a replacement order (#********) and a *** return label.Tracking #: 1Z2Y55899096643213 Proof shows the package was delivered to Dysons warehouse on February 20, 2025.I returned the vacuum with all accessories and charger using Dysons *** label.Since then, I have not received a replacement or formal acknowledgment of receipt.Ive contacted Dyson weekly, and was repeatedly told it was delayed.On March 24, 2025, I was told for the first time that their warehouse never received the vacuumdespite the *** tracking confirming ************ informed me that Dyson, as the shipper, has restricted any claims on the shipment and that only Dyson is authorized to open a claim. However, Dyson is now placing responsibility on me to open a *** claim, which I cannot legally do. I am now left without a product, without a resolution, and with no viable path to reclaim the value of the item I returned in good faith.?? Additional Details:Dyson Case Numbers: #******** and #******** I have full documentation, including the tracking confirmation, shipping label, and all correspondence with ************************* attempts to escalate the issue with Dyson via phone, email, and website support have been unsuccessful.I am requesting your assistance in helping resolve this matter and to ensure companies like Dyson do not leave consumers abandoned in situations where the return process and proof of delivery are clear.Thank you for your time and support.Sincerely,****** ******* ******************************************** ?? ******************** **************

  

  Business Response

  Date: 03/25/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any frustration and confusion. There was a delay related to the exchange being unable to be confirmed at our warehouse. We are currently working with our warehouse to confirm the machine was received.
  
  We ask up to 3-5 business days for further research and confirmation. An update will be provided to the customer as soon as that is available.
  
  Thank you,
   
  Dyson*****

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23111959
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Centeno *******
  
  Dear Dyson Inc.,
  I am rejecting your response as it fails to address the issue. The package has been marked as delivered since February 20th, and I have already provided all necessary proof, including the *** receipt showing the item was sent with your label.
  I do not accept the additional 5 business days for confirmation. I demand that my replacement be processed immediately. I should not be penalized for your internal warehouse misplacement or delays.
  Please resolve this matter and provide tracking information for the replacement as soon as possible.
  Best regards,

  

  Business Response

  Date: 03/26/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The replacement order has been submitted to the warehouse team for processing. Once the order has completed processing and ships the owner will receive an automated email with the shipping details and tracking number. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/27/2025

   
  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,
  
  ****** Centeno *******

• Initial Complaint

  Date:03/24/2025

  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.

  Complaint Against ************************** Exchange Delayed, Ignored, and Denied I initiated an exchange with ************************** back in September, following all required steps. Dysons policy states that a replacement should be sent within 14 business days, but they failed to meet this deadline and repeatedly delayed the process. After over a month of waiting, I noticed an update on the *** tracking (1Z2Y55899094737778), which indicated that a damage report had been filed. However, I never reported any damage myself, which suggests that Dyson created the report. Despite my numerous calls requesting them to open a claim with ***, they ignored my requests for nearly 60 days before finally doing so. By the time Dyson finally submitted the claim, ***s 60-day limit for filing claims after delivery had already passed, meaning *** denied the claim. Now, Dyson refuses to honor the exchange, seemingly because they were unable to recover compensation from ***. To make matters worse, at the end of January, I received an email stating that Dyson had shipped my replacement unit, but no tracking number was provided. After spending another month calling Dyson, I was finally told that they had never actually sent the replacementinstead, they had simply closed the exchange request to prevent it from remaining unresolved in their system. It is unacceptable that Dysons delays and mismanagement have left me without the replacement I was promised. I am requesting BBBs assistance in holding Dyson accountable and ensuring that they provide the exchange as originally agreed. Additionally, I have recently relocated to *******, **, and will provide my current address upon request.I will also ask that the person from Dyson's side send a response by mail, and not call me, so that all responses are recorded

  

  Business Response

  Date: 03/25/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, an internal investigation has been initiated to determine the status of the returned item/s. 

  Please request the owner respond with their address update so we can make any shipments deemed necessary without delay or wrong delivery. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 03/25/2025

  Hello,

  
  Thank you for your response. Here is my updated shipping address:
  ****************
  *****************
  

  Could you please let me know when the replacement will be shipped? I appreciate your help in resolving this matter as soon as possible.
  

  Best regards,

   ***** ****

  

  Business Response

  Date: 03/26/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Unfortunately, we are unable to approve am exchange at this time due to the expected item(s) not confirmed as returned at our warehouse. If there is new information to consider, we are happy to review the case further.

  The owner's address has been updated on the registration account. 

  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23110944
  
  Hello,
  Thank you for your response. However, I have serious concerns about how this case was handled.

  1.If the expected item was never confirmed as returned to your warehouse, why was my exchange marked as completed in January, and why did I receive an email stating that the replacement was shipped when it never was?
  2.The tracking number (1Z2Y55899094737778) shows a damage report was filed, which indicates Dyson was aware of an issue with the shipment. Why was no action taken at that time?
  3.I repeatedly requested that Dyson open a claim with **** but my requests were ignored for 60 days. Since Dyson prohibits customers from opening claims ************************, I had no way to escalate the issue myself. By the time Dyson finally acted, ***** 60-day claim window had expired, making it impossible to resolve the situation through them.
  

  This delay was entirely due to Dysons mismanagement, and I should not be penalized for it. I expect Dyson to honor the exchange as originally promised. Please let me know how this will be resolved.

  Best regards,
  ***** ****