Complaints

This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Dyson, Inc. has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Service Center

  14833 N Dale Mabry Hwy Tampa, FL 33618-2027

• 

  Dyson Service Center Creve Coeur

  12609 Olive Blvd Creve Coeur, MO 63141-6313

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:06/30/2025

  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 purchased 2 Dyson Air Purifiers PH04 at the cost of $1200 plus each and one of the purifiers had a code that it needed service. I purchased the air filters, *********** to clean it, followed the directions and when it went to the cleaning cycle of 60 minutes, I followed the directions and refilled the canister, reinserted and it kept going through the cleaning cycle again for 60 minutes. My wife and I did this 3 times and finally I called Dyson service. I spoke to a **** and we went through the reset system again and finally he gave me a order # of ********** but said the PH04 was out of stock and we would be contacted when its in. I was patient but called a few months later then told that I would have to hold and for 2 hours I was back and forth on hold. I told him my home phone was dying and to call me back. To this day Im waiting for the call. Whenever I call I get someone I can barely understand and they either hang up or the phone disconnects. I called today June 30th 2025 and again spoke to a Shweta ? and after 2 hours of holding off and on she comes back and says its out of warranty. I asked when did I first call she told me it was in August 2024 and the Warranty expired in December 2024. I told her that I called and felt they were purposely letting the warranty expire. She said they would not repair it, so my reaction was to throw it in the trash I have a Dyson bladeless fan, a Dyson Vacuum, and I am very disappointed in the customer service part. I sent an email and never got a response. This is frustrating and I dont think it will get resolved but at least I can say that I tried. Not looking for a refund but looking for a replacement. thank you for reading this.

  

  Business Response

  Date: 07/01/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  A repair has been booked at the local Dyson ************** for the owner with notes to inspect and repair with consideration of the contact previous to the warranty expiration date. The repair work order number is 4583435. The owner will need to visit this location for the service as this service center only offers service for walk in customers. ******************************************************************************

  The owner is within 30 miles of the Dyson service center, so shipping is not an option. 

  ******************
  Suite 1220
  King of Prussia. PA 19406

  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:06/30/2025

  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 sent my Dyson back for repair and received a nasty used dryer back after multiple calls trying to get an update. Initially I was sent a mailing label back to myself which I caught before sending. I then had to go through everything again and get a correct mailing label to ******** ** location for the repair. I received an email that stated Dyson was sending the dryer back but the tracking number didnt work and the email indicated it was being sent to them not me. After two more calls I was informed i would receive an update in 3 days. I did not receive an update but did receive a blow dryer back which was nasty and not my original unit repaired . My unit number is 2CF-US-SJJ7998A. The unit I received was 2CF - US - SJK9073B which is unacceptable and so nasty. Case number is ******** and repair number was ********. I have spent hours with Dyson on the phone and via chat. I again just called them before I sent this complaint and put on hold then phone call ended. I would like my original unit repaired or a new replacement meaning a brand new dryer not a nasty used dryer.

  

  Business Response

  Date: 07/01/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson Supersonic comes with a 2 year limited warranty providing parts and repairs for manufacturing defects. In the event that an issue can not be resolved through parts or repairs, an exchange may be provided with either a brand new or refurbished machine, based on the warranty. If the Supersonic is in the first year of warranty, a new Supersonic will be provided; however, if in the final year of warranty, the replacement would be a refurbished unit. The customer's machine warranty matures 12/24/2025.
  
  An inspection was completed and our technicians indicated the thermal fuses had tripped. This is typically due to an environmental issues, such as the outlet zapping the product, or lightning coming in while its plugged in. However, as it could not be confirmed to be environmental, an exchange for a refurbished Supersonic was provided as a courtesy. 
  
  Refurbished Dyson models have the same high-quality performance as a new one. Our high quality refurbished machines have gone through our Dyson Refurbishing Process and then been thoroughly tested to meet performance standards.  Each machine that is approved for shipment as a refurbished model has passed a detailed inspection and tests to meet the same standards as a new machine. Units may have some cosmetic blemishes that include scratches and/or other surface imperfections, that do not affect functionality.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23536619
  
  
  Complaint ID: 23536619
  Subject: Rejection of Response & Request for Resolution

  
  Dear Dyson Support,

  I am writing to formally reject the resolution provided in response to my complaint, and I am requesting that Dyson reconsider my case for the following reasons:

  Mishandling of My Original Unit:
  On June 11th, I received an email from Dyson stating that my original unit was being returned to me after repair (copy of the email is attached). When the unit failed to arrive, I contacted Dyson twice in regards to not receiving my unit. During the 2nd call, I was shocked to learn that, due to what I believe was an internal error, Dyson needed to research the location of my unit instead. My original machine had been repaired, but I never received it. It appears Dyson lost my original unit.
  
  Unacceptable Condition of Replacement Unit:
  The dryer I received was in very poor condition—it was dirty, clearly used, and not properly refurbished. A refurbished unit should be clean and meet quality standards. I am deeply disappointed that Dyson would send such a low-quality product in response to a warranty repair.

  Violation of Dyson’s Own Warranty Policy:
  As per Dyson’s warranty terms:
  "If your Dyson product breaks down within the warranty period due to faulty materials or workmanship, Dyson will typically repair or replace it with a new unit, not a used one."
  Dyson also claims to use only genuine Dyson parts in repairs. Furthermore, if a unit is damaged beyond repair during service, the policy states it will be replaced with a new one. The used dryer I received does not meet these standards.

  No Fault on My End:
  Dyson’s suggestion that my unit was damaged by a storm or power surge is entirely inaccurate and insulting. There were no such events. I take meticulous care of all my appliances, and I use the dryer only 2 to 3 times a week. The unit was well-maintained and should not have failed within just 1.5 years.

  Poor Customer Service & Label Confusion:
  Dyson incorrectly provided two return labels: one that I received (which should have gone to Dyson), and a second that was later sent back to Dyson by mistake. These labeling errors led to confusion and delays. Additionally, when I contacted customer service, one of my calls was conveniently dropped, and I never received a call back.

  Request for Proper Resolution:
  I am extremely disappointed that my $400 investment was returned to me  with a used unit in such poor condition. After making multiple attempts to resolve this issue—including five contacts with Dyson—I still do not have a satisfactory outcome.
  

  I respectfully request that Dyson either:
  Return my original, repaired unit (if it can be located), or
  Replace it with a new unit, as outlined in your own warranty policy.
  Thank you for your attention to this matter. I look forward to a fair and timely resolution.
  
  Sincerely

  Tonya Elmore 

  

  Business Response

  Date: 07/02/2025

  Hello: 

  
  
  Thank you for contacting Dyson.
  
  In consideration of the owner's further evidence a new exchange order has been created with order confirmation number 1150266750. A label has been generated for the return of the refurbished unit. Once the return has been delivered, inspected and processed the replacement will be shipped. The expected turnaround time from the date of delivery back to Dyson is 15 days for shipping of the replacement. 

  Please note, the replacement will adopt the original warranty terms and expiration date.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23536619, and find that this resolution is satisfactory to me.  I have returned the Dyson sent to me today. 
  
  
  
  Sincerely,
  
  
  
  Tonya Elmore

• Initial Complaint

  Date:06/29/2025

  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 have purchased 2 Dyson *** 5 Outsize V12 Vacuums, one on May 22, 24 and 1 on Aug 26, 23. Within 1 year the wheels on the vacuum head fell off. Dyson agreed to exchange the units with new vacuums. The first vacuum (1AK-US-SGA3283A) was shipped and exchanged on Mar 20, 25. The second vacuum (1AK-US-3278A) was shipped on Mar 25, 25 and received in *******, Tx on Apr 1, 25. In the attached documents, Dyson acknowledge receipt of the vacuum on Apr 1, 25. On the Exchange V 15 document, Dyson state that they no longer support the V12 vacuum and will exchange it for a V15 vacuum with my agreement. I sent email on June 11, 25 with my agreement. I have not received the V15 vacuum. I contacted Dyson today (June 29, 25) and was told they would not be able to do the exchange. Dyson currently have my *** 5 Outsize Vacuum, and they have agreed to exchange it. I need help resolving this issue.

  

  Business Response

  Date: 07/01/2025

  Hello,
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. After a thorough internal review, including the exchange request and all submitted documentation, we are unable to honor our owners exchange request at this time. Should any new information become available, we encourage our owner to submit additional documentation for further consideration. We will be happy to review the case again.
  
  Thank you,  
  
  Dyson, Inc.

  Customer Answer

  Date: 07/09/2025

  Complaint: 23533814
  
  I am rejecting this response because: I just received the Dyson response. That is unacceptable, and if they cannot exchange my defective vacuum, please return the vacuum that I shipped to *******, ******
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 07/09/2025

  Hello: 
  
  Thank you for contacting Dyson. 
  
  Again, we are sorry to hear of our owners concerns. After further review, our previous determination remains final, and we are unable to honor our owners exchange request at this time. We encourage our owner to submit additional documentation for further consideration of this request. We will be happy to review the case again.
  
  Thank you. 
  
  Dyson, Inc. 
  
  

• Initial Complaint

  Date:06/28/2025

  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.

  Complaint Type: Product/Service Issue Business Name: Dyson, Inc.Product Involved: Dyson Refurbished Humidifier Model/Order Number: Order #********** / Replacement order #******** ?Complaint Summary:I purchased a refurbished Dyson humidifier directly from Dyson. The first unit never powered on, so Dyson sent me a replacement. Unfortunately, the replacement unit was also defective, with a visibly cracked water tank and a persistent issue of white residue and sediment, despite using only distilled water.I contacted Dyson support immediately, explaining that I have a newborn and toddler at home and was concerned about air quality and safety. Dyson support acknowledged the tank was faulty and initially agreed to send a replacement, but later informed me that the water tank was out of stock, leaving me without a functioning humidifier for an indefinite period.When I requested a refund, Dyson refused, citing that refurbished units are final saleeven though I never received a safe or functional product. They are now offering only a 3-week repair timeline or asking me to visit a service center hours away from my home, which is not feasible with two small children.This has now happened with two separate defective units, and Dyson continues to:Deny a refund,Offer only repairs that leave me without a working humidifier for weeks,Fail to stock the necessary replacement part they admit is broken.I believe Dyson is using their final sale policy to avoid responsibility for shipping defective, unsafe products. Their resolution process has been burdensome and unacceptable for a parent with a newborn, and I am left with no working product despite paying for one.?Desired Resolution:A full refund for the defective product and assurance that Dyson will not continue to hide behind a refurbished final sale policy when shipping damaged, unusable items.

  

  Business Response

  Date: 06/30/2025

  
  Hello: 
  
  
  Thank you for contacting Dyson.
  
  An order for return has been created. The owner can take the machine to their local *** store location and use the return order number for pack and ship return at no cost.
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:06/27/2025

  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've been a Dyson fan for years and thought I'd never buy any other vacuum or hair dryer problems. My old vacuum worked for 10 years and they replaced parts without a problem for free once. I bought a very expensive top end V15 Datect 2.5 years ago. It is very much premium compared to other vacuums but I didn't hesitate becuase it's Dyson. Also have their hair dryer. It stopped charging now. The customer service community page is "offline" and the only option is the chat. Agent **** *. said that if I send the battery in, I will havr ti pay for repair ot replacement. I only bought Dyson becuase I felt safe with it's ability to replace issues within 10 (or even five) years. Given their response, I will certainly switch to another brand forever and will make sure to tell everyone I know in all media possible that what used to be is no logner. It is now a very expensive product that works for 2.5 years (with numerous complains online)

  

  Business Response

  Date: 07/01/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. 
  
  Dyson cordless vacuums are covered by a two-year warranty covering against defects in materials and workmanship, starting from the purchase or delivery date. 
  
  In review of our owners product details, the machine in question was covered under warranty from 10/5/2022 to 10/5/2024. As the machine is no longer covered under warranty all replacement parts or repair at a Dyson ************** are chargeable to the owner. Our sincerest apologies for any inconvenience. 
  
  To purchase a replacement battery, we recommend our owner contact Dyson Support via phone or live chat. We will be happy to confirm the appropriate replacement battery and assist in placing the order. 
  
  Thank you. 
  
  Dyson, Inc. 
  

• Initial Complaint

  Date:06/27/2025

  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 purchased a Dyson cordless stick vacuum from ****** less than a year ago for over $400. Recently, I went to use it and discovered the power cord had melted into the lithium batterya clear defect and serious fire hazard. I had no idea until I took it to a ***air shop. Thankfully, I caught it before anything dangerous happened.I contacted Dyson customer service and was routed through endless voice prompts before reaching a ***resentative at an overseas call center. I explained the issue, and the *** claimed they were ***lacing both defective parts and would expedite the process due to the safety concern. Midway through the call, the *** disconnected without confirming the order. I never received any follow-up or confirmation.I had to call back, endure more prompts and long hold times, only to reach a different *** who couldnt find any record of my previous call or order. I had to re-explain the issue, and this *** told me expedited shipping wasnt possiblecontradicting the first ***. I asked to speak to a supervisor and was ***eatedly placed on hold, only to be told no supervisor was available. Its hard to believe no one was present to take escalations.This is my second Dyson productI also own their hairdryerbut this experience has completely changed my opinion of the brand. Not only was I sold a defective, dangerous product, but I was forced to jump through hoops for what should have been a simple ***lacement. Dysons customer service was disorganized, unaccountable, and left me with zero confidence in their support ********** filing this complaint so others are aware of the potential safety risks and the poor support should something go wrong.

  

  Business Response

  Date: 07/01/2025

  Hello: 
  
  Thank you for contacting Dyson. We are sorry to hear of our owner's concerns, and our sincerest apologies for any inconvenience they may have experienced when contacting Dyson support.  
  
  To resolve the issue, a replacement battery and charger have been shipped to the owner.  The owner will receive email notification with tracking information once the shipment is in transit.  We thank our owner for their continued patience. 
  
  Thank you. 
  
  Dyson, Inc. 
  

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23529605
  
  
  
  I am rejecting this response because:

  I am covered under warranty for these items, which is why they are being sent to me. My issue is that the customer service rep falsely claimed that they could not expedite the shipment. This was after having to call over twice. I think just sending me something that is due to me anyways is unsatisfactory and exemplifies Dyson’s poor customer service
  
  
  
  Sincerely,
  
  
  
  Sally Word

  

  Business Response

  Date: 07/02/2025

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

  We have reviewed the owner's call and the agent did indicate she would mark the case as a priority, but could not guarantee expedited shipping; however, did indicate shipping would be 2 to 3 business days. We have submitted appropriate feedback to the direct supervisory team to provide ongoing training and development to the team to ensure accurate information is being provided on every interaction. 

  While Dyson's 2 year limited manufacturing warranty provides parts and repairs for manufacturing defects, we do not have the ability to expedite an order. In an effort to be fair to all customers, orders are processed in the order received. 

  Part orders can take 1 to 3 business days to process and 5 to 7 business days to ship. Our records show the battery shipped with UPS tracking 1Z58333F0335491001 and is expected to delivery tomorrow, July 3, 2025. The charger shipped with UPS tracking 1Z58333R0386879404 and is expected to deliver July 8, 2025. 

  Thank you,

  Dyson, Inc. 

   

  
  

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23529605
  
  
  
  I am rejecting this response because:

   

  the business had a CSR who lied. I want assurances that they are being investigated. 
  

  the batter my and lower issue was a fire hazard. I want Dyson to extend my warranty for one and additional year given the multiple times I had to call to get this resolved and their dishonest reps. 
  
  
  
  Sincerely,
  
  
  
  Sally Word

• Initial Complaint

  Date:06/27/2025

  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.

  Purchased $900 Dyson v11, lifetime warranty . Spoke to ************* rep. ***** not provide correct part . Did my research. Did chat troubleshoot. If we have part we will mail in 5-10 days. If we dont , we will email in 72 hrs. Used Dyson app. App states part is back order for past months. Unknown when will be available. ***** to retailers. Stopped selling because of false promise. Dyson has no parts for repairs. They want you to buy new one.. False advertisement . You lost a customer and will share via social media for the next several months that . Sharing the truth about False advertisement

  

  Business Response

  Date: 06/30/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the confusion and any inconvenience it may have caused. 
  
  Dyson does not offer a lifetime warranty on any of its products, and has never done so in the past. ******** vacuums include a 2-year limited warranty that covers manufacturing defects. This warranty does not extend to wear and tear, accidental damage, or maintenance-related issues. For complete warranty details, please visit: ********************************************************************************************************************** .
  
  The customer purchased their ********************** Outsize March 25, 2020. The two year limited warranty matured March 25, 2022. At this point any parts or repairs would be chargeable and the unit is no longer eligible for exchange. 
  
  As the customer has reported an issue with the cleaner head, a new cleaner head would be needed. Although the original SKU for the cleaner head is showing no availability, this product SKU has been updated to 974717-01, which is currently in stock and available for purchase. The replacement cleaner head is $129.99 plus applicable taxes and comes with a 1 year limited warranty covering manufacturing defects. 
  
  The customer can reach out to ********************** Support by phone or chat to purchase the cleaner head, 974717-01. 
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:06/27/2025

  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.

  returned a Dyson product in May 2024 as part of a warranty exchange (Ref #: **********). I hand-delivered the return to Dysons refurbishment center, where a staff member accepted it and told me Dyson would receive it within a week.I never received the replacement product and was never given a tracking number, since I did not ship the return myself. Dyson support has refused to proceed without tracking, even though they were responsible for processing the return.I have been left without the original device I returned and without the replacement I was promised. I am requesting that Dyson either ship me a replacement immediately or issue a full refund.

  

  Business Response

  Date: 06/30/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We are sorry to learn of the delay regarding the owner's exchange order. The replacement has been approved for shipping. A replacement will be sent as soon as possible. Please notify the owner that they will receive an automated email from *** with the shipping details and tracking number within the next 48 hours.
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:06/27/2025

  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 am filing this complaint against Dyson, Inc. regarding their refusal to honor warranty coverage for a Dyson Air wrap that is still within its valid warranty period.After experiencing issues with the device, I contacted ********************** support. I was instructed to send the unit to an authorized repair facility. I was told by Dyson that the issue is not covered under warranty no prior warning, and no evidence that the problem resulted from misuse or abuse.The reason cited for the denial was hair buildup inside the unit. This is unreasonable and unacceptable for the following reasons:Hair buildup is a normal and foreseeable outcome of using a hair styling tool particularly one designed to be used daily and marketed for frequent use on hair of all types.I followed Dysons instructions, submitted the product as directed, and expected good-faith service. Instead, I was told that I would be responsible for repair costs, even though the device should be fully covered under *********** warning exists in the manual or Dysons published warranty terms stating that normal hair buildup could void the warranty.Dyson did not provide any documentation proving that the hair buildup caused the issue or damaged the unit.I received no meaningful support, just a flat denial, leaving me with a malfunctioning product and no recourse despite acting in good faith and following every instruction provided.This feels like a deliberate attempt to avoid honoring warranty obligations for a high-priced product. I am requesting a formal investigation into Dysons warranty practices and consumer handling.Requested Resolution:Require Dyson to either cover the cost of repair or provide a replacement unit under warranty.Clarify Dysons responsibilities under warranty law and ensure other consumers are not subjected to the same unfair denial.Investigate whether Dyson is routinely rejecting warranty claims based on normal use conditions that are not clearly disclosed.

  

  Business Response

  Date: 06/30/2025

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

  Dyson provides a 2-year limited warranty that covers manufacturing defects. Please note that this warranty does not cover wear and tear, accidental damage, or maintenance-related issues. You can view the full warranty terms here: ********************************************************************************************************************** .
  
  The customer's Airwrap was sent to the ********************** ************** for an inspection due to concerns with no power, an unusual noise and power cord damage. An inspection was completed, which determined the power cord was severed due to accidental damage and the noise was due to lack of maintenance. 
  
  According to the product manual (***************************************************************************** ), routine maintenance is recommended about once a month, though more frequent cleaning may be necessary depending on usage and products applied. For guidance, you can reference these video tutorials:

  *******************************************
  *******************************************
  
  Since the inspection confirmed that neither issue is covered under the warranty, any repairs or replacement parts would be chargeable. If the customer wishes to proceed with repairs, they would need to work directly with the Dyson ************** to arrange payment. Alternatively, they may opt to have the machine returned without repair.
  
  Please be advised that, due to its current condition, Dyson does not recommend continued use of the product until it has been properly repaired.

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:06/26/2025

  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.

  On Dec. 21st, 2024 I bought a Dyson 360 robot vacuum. I had it three weeks and it went crazy, just bouncing into furniture over and over and over. I could pick it up and move it and it it would do the same behavior in that location. I contacted Dyson and they went through their manual, unsuccessfully, and told me I would have to get a replacement. I was told I would have to send the machine in and what up to 3 weeks for replacement. So, I was not willing to wait three weeks, because I have a dog and want the floor swept daily, and I purchased another one and sent this back for a refund. Well, the second one came in on Jan 16th, 2025 and it worked fair until about April 25th, 2025 and I started getting an internal error code and the vacuum stoped working. I finally had time to call tech support on April 29th, 2025 at 7:23 AM case # ******** and the tech support lady told me that I would have to leave the machine off the base and let the battery die and that would fix the problem. This was after we did a video call so she could see the error. She also told me she would call me back to follow up, but she did not. It took two days for the battery to die and I placed it back on the base to start it up again and it had the same internal errors. So, I call them back own May 1st, 2025 at 6:22 AM case number ******** and told the tech what we did and this tech said that that would not fix it and I had to return it for repair. So, again I sent the machine back, order # ********** May 7th, 2025 and they did not fix that one. They sent another new machine out to me on May 16th, 2025 and I received it May 21st, 2025. Yesterday, June 25th, 2025, one month later, this one is giving an error code to power off the machine and I have tried multiple times it it just goes back to the same error. I called Dyson today, June 26th, ******************************************************************************************** speak to a supervisor. Inferior product line. Scam!

  

  Business Response

  Date: 06/30/2025

  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 Dyson 360 Vis Nav. Once we have received a response, we would be happy to help. 
  
  Thank you,
  Dyson, Inc.

  

  Business Response

  Date: 06/30/2025

  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 Dyson 360 Vis Nav. Once we have received a response, we would be happy to help. 
  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23525234
  
  I am rejecting this response because:
  Hi,
  First of all, Im not sure if Im responding in the appropriate way. I received your email. I opened the correspondence and it said that I needed to reply, but there was no buttons to push. It did not tell me where to reply so Im just assuming that I include the ** in this email and send another email to you. Please let me know if I need to send this correspondence in another manor.
  
  I received your response today for I have been on vacation and just returned from the holidays. I also received while I was gone on vacation a email from **** at Dyson. She acknowledges the fact that I keep getting horrible machines sent to me and they told me to return it with the enclosed return authorization label and that they would issue a refund. I sent a response email to her And reiterated that I had already disputed these charges with my credit card company due to the lack of resolve on their part. I accepted her return and sent the package back them to them today. And I responded that once this is settled and there is no chargeback or additional refunds on my card then, and only then, will I consider this case closed.
  
  It is a complete shame that I had to report them to the Better Business Bureau for them to do what they shouldve done in the beginning.
  
  **** ******
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/08/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The customer reported the return shipping receipt today 7/8. In review of the payment platform, it appears that there is already an existing partial refund. Once the machine is received, inspected and processed the remaining refund will be issued automatically contingent on any billing dispute being resolved or closed. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 07/08/2025

   
  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,
  
  ****** ******