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 Direct, Inc.

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

• 

  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:03/12/2025

  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 a Dyson V12 vacuum, and while the dustbin has broken three times, the primary issue has been the consistently unreliable customer service. The most recent incident involved me requesting a refund, which was denied. I was then promised a shipping label and packing box, neither of which arrived. The fact that the vacuum has broken in the same spot three separate times, despite my careful use, is concerning. Additionally, it has taken at least a month each time to receive a replacement, assuming the representative actually follows through on their commitments.Furthermore, Ive attempted to obtain transcripts of my previous interactions, but no one has been able to provide them. Ive also requested to speak with a supervisor twice, but on both occasions, I received no follow-up. It seems there is no option to wait to speak with a supervisor; they are supposed to contact you ********** is clear that these vacuums are defective. The fact that Dyson immediately sends replacements without asking any questions raises further concern. Despite this, they continue to refuse my request for a refund and are instead sending another replacement unit. I do not want another defective vacuum; I simply want a resolution to this ongoing issue.

  

  Business Response

  Date: 03/13/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any frustration and confusion. After review of the account and information, we do see that our support team has recently worked with the customer and provided a new shipping label. We ask that the customer check their spam folder as it could route there.
  
  As the machine was not purchased with Dyson directly, we would be unable to honor the request for a refund. Dyson offers a 30 day return policy for new machines purchased with Dyson directly.
  
  We ask that the customer work with our support team for any further questions or concerns related to the exchange.
  
  Thank you,
   
  Dyson,Inc.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23058941
  
  I am rejecting this response because: 

  I purchased the Dyson Slim Detect V12 vacuum in October 2023 through ******. Within 4 months, the dust bin release mechanism broke. Dyson refused a refund, citing ****** as the retailer. Instead, they offered a replacement but only after receiving and inspecting the original, which left me without a vacuum for nearly a month.

  By June 2024, the same issue occurred again. I contacted Dyson support, requested a refund, and was denied again. I escalated to a supervisor; I was told someone would call me back no one ever did. I received a third unit, again without real resolution.

  In February 2025, the replacement vacuum failed again this time the motorized head stopped working and would no longer pick up debris. I contacted customer service again, refused another V12 (this would have been my fourth in under two years), and escalated further. I was then offered a Dyson V15 as a replacement, which I reluctantly accepted. At this point, I had also filed a BBB complaint.

  Following this, I received an email from Dyson on April 4, 2025, stating that my return had been received and that my refund would be processed within 1014 business days.

  As of June 6, 2025, I have not received the refund. When I contacted Dyson again, I was told the refund had been denied  despite the earlier confirmation email.

  I have now spent countless hours on the phone with Dysons customer service, received three faulty vacuums, and been promised a refund that has not materialized. The time, effort, and frustration Ive endured far exceed the original value of the product.

  Desired Resolution:

  • A full refund of the original purchase amount, as promised.
  • A formal acknowledgment and apology from Dyson for the repeated product failures and poor customer service.
  • Ideally, some compensation for the extensive time and effort required to resolve this.

  This has been an exhausting experience and I strongly caution other consumers before purchasing this product.

  
  

  Documentation provided: 

  Emails and Chat between Dyson and I. 

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

  

  Business Response

  Date: 06/13/2025

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

  Dyson offers a 30 day return policy for products purchased directly through Dyson. Products purchased through a third part are not eligible for a return for refund through Dyson. Any refund request would need to be presented to the retailer and would be honored based on their policies. 

  Purchases made direct that are outside of the 30 day return window, or those made through a third party authorized retailer would be covered under the 2 year limited warranty. This warranty provides parts and repairs for manufacturing related issues. It does not cover wear and tear, accidental damages, or maintenance issues. In the event a warranty covered issue can not be resolved through these means, an exchange may be offered. 

  We apologize for any miscommunication the customer may have received and the confusion it caused. As the original purchase was through a third party, it is not eligible for a refund but is covered by the 2 year limited warranty. An exchange was completed and the replacement V15 was delivered to the customer on March 28, 2025 with *** tracking 1Z58333F0332136954. At this point we would consider the issue resolved through the warranty exchange. 

  In accordance with Dyson's Return Policy and Warranty terms, we would be unable to honor the customer's request for a refund. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/12/2025

  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.

  Sent my dyson v15 in for an exchange on 06August2024. Was told i'd be sent a v15 detect absolute once they got my dyson. After 2 months of waiting I call and they say I only sent the head of the vacuum. The head weight as outlined on their own specifications is 4.5 pounds. The packaged i sent out was 10.1 pounds on shipment receipt from ***. Dyson says they wont send out exchange without other pieces of vacuum even though I no longer have the pieces because i sent them out. Have tried calling them over the course of the last 6 months and still not getting a resolution.

  

  Business Response

  Date: 03/13/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  So that we can better assist the owner we respectfully request that they provide the serial number of the machine in question, email address the machine is registered to and the order number. 

  We were unable to locate the owner's registration account with the tracking number or the email address provided.

  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23058774
  
  I am rejecting this response because:
  The email associated with the account is not the email used for this BBB claim. The email associated with the account is *************************************

  I do not have the serial number on hand.

  Order number is from bestbuy: BBY01-806674379810

  Purchase date Aug ******* from best buy in ****************

  Model number 368340-01

  SKU: 6451330

  
  Sincerely,
  
  ******* Parks

  

  Business Response

  Date: 03/17/2025

   

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  As a one-time courtesy due to the missing parts of the returned item an order for the replacement as a refurbished unit has been created with confirmation number 1652911995.

  The delivery will require a signature of someone 18 or older. 

  Please note, any future purchases should be made in person at a Dyson ************** or an authorized retailer.  
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23058774
  
  I am rejecting this response because:
  The address that the vacuum is being sent to is incorrect, I called and had a representative change my address to my new address at ********************************** 
  Also will my warranty be reinstated for the duration that my vacuum was gone? An employee said that would be the case whenever they sent out another vacuum. 
  Sincerely,
  
  ******* Parks

• Initial Complaint

  Date:03/12/2025

  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.

  12/14/2024 ordered Dyson Corrale Hair Straightener on my ****************** card. $541.24 was charged on card on12/17/2024. Straightener did not work, and was returned 1/15/2025 with ***. Followed all return instructions by Dyson, have called 3 times, on hold for hour and then just hung up on. Dyson kept putting me off with excuses every call and kept saying call back in 7 days. Dyson does not want to resolve the problem. Please help.

  

  Business Response

  Date: 03/12/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any frustration and confusion. After review of the account and information, we see that the delay is related to being unable to confirm the return machine at our warehouse.
  
  We are researching this with our internal team. Please allow up to 3-5 business days for an update to be provided.
  
  Thank you,
   
  Dyson,Inc.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23056065
  
  I am rejecting this response because: DYSON has an agreement with *** mail service for returns and I am sending image of my receipt to the DYSON RETURN CENTER in ********************, wed. 15 JAN. 2025 4:22. DYSON is lying, procrastinating, and deceitful. I followed all DYSONS return procedures on time, therefore all they can say is a stocking issue; unacceptable.  DYSON is scamming consumers out of their money, no product, no money. This is very unlawful. Please and thankful if anything you can do or inform me, $541.24 is a lot these days. ( I thought I was purchasing a good reliable product from a good company, but i was severely wrong.) PLEASE HELP. I have everything documented.

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

  

  Business Response

  Date: 03/17/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any further frustration and confusion. This is currently being researched with our internal team and is in the outlined research timeframe mentioned previously.
  
  We truly appreciate our customers patience throughout this process. We will provide an update as soon as that is available.
  
  Thank you,
   
  Dyson,Inc.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23056065
  
  I am rejecting this response because: This is a delay attempt to stall for time to run out or some other tactic. This is not an acceptable response at all; Dyson is a world wide company. I dont understand at all, please let me know if I have any other resources.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Working with Dyson has been atrocious. I called in looking to purchase goods and was mistreated and led on. Then was disrespected by other agents and promised accessories for my mistreatment. They never came. They never checked my address. And when I called in about it. I was hung up on by 3 separate representatives within an hour. I called in. Asked for a supervisor, and was hung up on after a few moments of hold time. And I know I was hung up on because I was still able to complete the servay at the end of the call.

  

  Business Response

  Date: 03/12/2025

  Thank you for contacting Dyson,

  We apologize for the frustration experienced by our owner. Based on Dyson records, our owner purchased the unit second hand from an unauthorized retailer. As such, the unit would have no warranty coverage and Dyson would not provide parts or accessories free of charge.

  Upon review of the owner's account and call history, our owner was advised the parts would be chargeable and there is no record of an offer being made to waive the cost. It was suggested to our owner that they follow up with the seller as they may be responsible for providing any missing or damaged components.
  
  In regard to our owner's recent interactions, we do apologize if they were disconnected during holds. As all of our calls are recorded for quality assurance and training purposes, Dyson will be happy to review the related calls and address any potential coaching opportunities or concerns with the involved agents.
  
  Our owner is welcome to purchase parts directly through our online website, additionally they can arrange to be notified when any out-of-stock parts are resupplied.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23052196
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********** ******

  Customer Answer

  Date: 03/19/2025

  Citing policy does not invalidate what was offered to me during my interaction with "leadership" from your organization. Promises were made to me and now they won't be followed through on? I find it insulting that a response was made before listening to the interactions or attempting to contact me. I understand that the warranty is void. I called in to purchase more goods from your company and have been mistreated and berated by your representatives, or just hung up on. Is this the experience that you provide all of your consumers over the phone? I own 7-10 Dyson devices and if this is the caliber of care or quality that can be expected I do not plan on continuing my business with this organization and will use whatever avenues I can to inform my peers, coworkers, colleges, friends, family, and ****** local guide status to inform them of how I have been treated and to avoid this brand all together. I feel that we can come to something that will be mutually beneficial and that a conversation with someone after they have reviewed the interactions I have had will resolve this issue.  Not just a canned response sitting policy. Thank you for your time. I look forward to hearing from you. 

  

  Business Response

  Date: 03/20/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, we have determined that the best course of action is to communicate with the owner directly via email. 

  We have contacted the owner by phone and outlined an initial plan of action.
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Dyson vacuum that has never functioned properly. Dyson has replaced parts on several occasions but nothing seems to work.I have asked for a complete replacement as I am tired of dealing with Dyson's support (lack of) line and being placed on hold for an hour at times...or sent into chat which is not really chat...but **********'s terrible, causing undue stress. After spending at least $450 I would expect to have a vacuum that can work more than 2 mins before quitting!

  

  Business Response

  Date: 03/11/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences experienced by our owner. While Dyson does offer exchanges for in warranty units when repair is not an available option, based on Dyson records, all of the owner's units are significantly outside of their warranty period and would not be eligible for exchange.
  
  Our owner is welcome to purchase any additional replacement parts they may need through our website. Alternatively, they are welcome to bring their unit to a Dyson ************** for repairs however any services completed would be fully chargeable.

  Sincerely,
  Dyson Inc.

   

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling Dyson for months seeking replacement parts for my Dyson Outsize Vacuum Serial No. ***************. These parts are always "out of stock." Both my husband, ***** *******, and I have spoken to customer service 3 times regarding this issue. I have also signed up for email notifications upon restock which I have never received notification of. We paid over $800 for this vacuum and the manufacturer does not have replacement parts? **************** continues to tell us they don't know when they will get replacement parts. I do not believe they even do receive them at this point. How do they not know and state that no one at Dyson knows when they will restock and there is no one to speak to about it and cannot help? The last time my husband called, they sold us a cheap Digital Slim vacuum for $250 as a consolation that doesn't work at all after a few minutes of use. Each time I call on this matter, they say they have no record of any previous communication with us.

  

  Business Response

  Date: 03/11/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences and frustrations our owner has experienced. We have reviewed Dyson records and were only able to locate two contacts from our owner, one in which they requested specifics of a part so they could attempt to order through Amazon, and a recent one in which her husband called to inquire about the parts and disconnected once advised they were not available. We do not have any record of any additional contacts or purchases from our owner or her husband.

  While we do understand part availability can be frustrating, Dyson does not provide estimates as to when specific parts will resupply. In the event that parts are not available for a unit, we encourage our owners to contact local Dyson Service Centers and look into potential repair options. As this unit is significantly outside of its warranty period, any replacement parts or repairs would be at the owner's expense.

  Sincerely, 
  Dyson Inc.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23049491
  
  I am rejecting this response because:  The information in this response in incorrect.  The two telephone calls were from me, not my husband.  On the last call I exhaustively attempted to obtain restock information or at least the contact information of anyone who would be able to provide any information at all.  I also asked for any part numbers I might be able to search out online other than through Dyson.  Replacement parts from ****** are not authentic and do not fit.  Repair centers are unhelpful as well, as was stated in my complaint.

  I did not hang up because I was told they were not available.  I became frustrated with a customer service that refuses to provide any customer service other than thoughts and prayers.  I was also told they "do not have phone numbers" to provide and no one knows anything about restock and if he was to place a supervisor on the phone I would be told the same... I was also told they could find NO previous contact from either me or ***** although now they say they see two calls.  Attached are the shipping labels/markers from ******* contact with them in January when they sold him the Digital Slim as a consolation.  Oddly there are not replacement filters for this vacuum on their website either and the vacuum does not work for more than 5 minutes without needing the filter washed and laid to dry for 24 hours or replaced entirely.  We have been checking back very often for replacement parts since January to no avail.  

  We would GLADLY pay for new parts if they were to be provided.  However, I feel strongly they likely do not produce them and instead of telling anyone that, they instead want us to spend more money with them to replace a very expensive vacuum they have made obsolete.  I want replacement parts.  It has been 3 months and this is unreasonable.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/13/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We apologize for any confusion regarding contacts the owner may have had. Dyson's calls are recorded and we were able to locate the interactions mentioned from the phone number provided in this forum. If the customer has reached out using a different number, we would need those details to locate those interactions.
  
  We have reviewed the information the owner provided regarding their recent purchase and see this purchase was made through **************************. The pricing was not provided as a consolation, but instead wad the pricing offered to all consumers. 
  
  While we do understand part availability can be frustrating, Dyson does not provide estimates as to when specific parts will resupply. In the event that parts are not available for a unit, we encourage our owners to contact local Dyson Service Centers (**********************************************************************) as their stock availability may differ, and look into potential repair options. As this unit is significantly outside of its warranty period, any replacement parts or repairs would be at the owner's expense.

  If the customer is experiencing issues with their new V12, we would urge them to reach out to Dyson Support for assistance with troubleshooting and warranty coverage. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23049491
  
  I am rejecting this response because: this is no different than every phone call I've had with you you have provided no updated information, no information regarding availability of your own parts, and keep suggesting that we contact service centers that I've told you twice we've contacted who cannot help us either. The telephone numbers we have reached out through our *****************-305-4341, and ************. I'm not sure why this is helpful to you because you're just going to give us the same response once again. If you do not produce these parts anymore, I would appreciate you saying you expect us to buy a new vacuum despite the exorbitant amount we paid for the first one. It is only 5 years old. We will be sending the other one back. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised a replacement for my Dyson Airstraight on January 29, 2025, and I returned the original unit to Dyson on February 6, 2025 (please see the attached tracking confirmation and the approved replacement exchange email for reference).Despite following all required steps, I still have not received my replacement. I have contacted customer service 25 times, yet I continue to receive conflicting information and excuses. I have been told that Dyson is still trying to locate the package and was even advised to file a complaint with UPSdespite the fact that I fulfilled my part of the exchange process.I paid for this product and expect Dyson to honor the replacement commitment. The ongoing delays and lack of resolution reflect extremely poor customer service. Please escalate this matter immediately and provide a clear update on when I will receive my replacement.I expect a prompt resolution and to ship my replacement without further delay.

  

  Business Response

  Date: 03/11/2025

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

  As *** tracking indicated delivery; however, our warehouse had no record of receipt, a *** investigation was required. The investigation has completed, and *** has approved the claim as they were unable to confirm the delivery. As such, it would appear the original machine was lost in transit and we are happy to proceed with the replacement. 

  Dyson's exchange policy provides a replacement of the same model and class. As the originally purchased product was a refurbished Airstrait, the replacement will also be a refurbished Airstrait. In accordance with the warranty terms, the replacement will adopt the original warranty. 

  The replacement is now processing. From this point it can take up to 18 business days for the replacement to process, ship and delivery to customer. Once the order has shipped, the customer should receive an automated email with tracking details. Please note, an adult signature will be required at time of delivery. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23049413
  
  I am rejecting this response because it is inconsistent and unacceptable. Initially, I was told that I would receive a replacement within 18 days, even before my replacement was officially approved on 01/29/25. Then, I was informed that the item was out of stock and that I would have to wait an additional two months. My original complaint dates back to November 2024.
  After I sent in the return, I am now being told I have to wait another 18 days. What happens if you dont have refurbished stock available again, like last time? Will I be forced to wait even longer? This ongoing delay is unreasonable, and I need a clear resolution with out wait.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/11/2025

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

  The customer's order is being processed and stock is available. While it can take up to 18 business days from this point, this is only a timeframe and the replacement may arrive sooner. The customer is welcome to reach out to ********************** Support for status updates. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought Dyson Gen5 Outlast on 5/20/2024. After a few months both propulsion wheels fell off the large attachment head rendering the vacuum useless. They had no attachment heads in stock. I waited a long time for the email that the part was ins tock, it never came so they offered me a new unit, I said yes, but the process to exchange took months, they held the old unit in their return warehouse for weeks and only released the new unit after calling and demanding they find the returned unit and release the new one, then it took 18 business days to arrive. All in all their exchange process is very lengthy despite promising 18 business day exchange and I am unwilling to go months without being able to vacuum my home. The replacement unit is now broken as well, with the main attachment heads not connecting to the tube due to some internal design flaw. They have NO replacement tubes in stock to make this an easy fix. After two defective machines and the months long exchange process I requested a full refund, they refused despite the unit still being under warranty. I also offered the following compromises to this issue which they vehemently refused as well:- Refund - Exchange that is immediate (new unit sent out immediately)- Exchange that will ship new unit as soon as tracking shows the old unit moving through mail to warehouse - Exchange for a different unit type and remainder of balance as store credit After two faulty machines that can be proven to be manufacture defect and not a direct result of the consumer they refuse to refund or at the very least compromise on the exchanges above. At this point, I am requesting a full refund of purchase price for original unit. I have the full transcript of this conversation attached to this complaint and I am sure Dyson has records of dates etc for all this.

  

  Business Response

  Date: 03/11/2025

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

  Dyson offers a 30 day return policy for new products purchased directly through Dyson. Outside of the return window, we are unable to honor refund requests. Instead, the purchase would be covered under the warranty. 

  Dyson's limited warranty provides parts and repairs for manufacturing defects. This warranty does not cover wear and tear, accidental damage or maintenance related issues. In the event we are unable to resolve an issue through parts or repairs, an exchange for the same model would be provided and the replacement machine adopts the original warranty terms. 

  As the customer's vacuum was purchased May 20, 2024, it is not eligible for a return for refund. It is covered under the 2 year limited warranty, which is valid through May 24, 2026. 

  Since the part needed is currently out of stock, an exchange has been arranged. Dyson's exchange policy requires the original to be received and confirmed in our warehouse prior to the replacement processing. From that point, it can take up to 18 business days for the replacement to process, ship and be delivered to the owner. 

  We sincerely apologize for the delay the customer previously experienced when completing an exchange. This is not typical. The original machine was sent in under an older exchange order, which had been automatically cancelled due to the age of the order. We recommend completing the shipment of the original machine within 14 days of the order being created to avoid similar circumstances. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23047177
  
  Dear Better Business Bureau,

  
  I appreciate the opportunity to respond to Dyson, Inc.s position regarding my complaint. However, I respectfully reject their response as it does not adequately address the ongoing issue.
  This is now the third Dyson machine that has malfunctioned within months of purchase. Despite replacements, the repeated failures indicate a fundamental issue with the products reliability. I have followed all proper care and maintenance procedures as recommended by Dyson, and I do not believe another replacement will resolve the problem.

  
  Given the circumstances, I am requesting a full refund rather than another exchange. I believe this is a reasonable request given the repeated product failures and my continued dissatisfaction as a consumer.
  I appreciate your assistance in facilitating a fair resolution to this matter.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/12/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  While we completely understand the customer's frustration, our policy remains unchanged. Dyson offers a 30-day return policy for refunds. Beyond this return window, the purchase is covered under our 2-year limited warranty, as previously outlined.
  
  If the customer chooses not to proceed with the exchange weve offered, we can arrange to have their machine sent to a Dyson ************** for inspection and repair. Please be aware that if the inspection determines the issue is due to wear and tear, accidental damage, or lack of maintenance, any necessary parts and repairs will be chargeable.
  
  If the customer decides to move forward with the exchange order, they can use the prepaid shipping label provided via email to send their machine back to us. Once it has been received and verified at our warehouse, the replacement will be processed.
  
  Additionally, should the customer experience issues with the replacement machine in the future, Dyson reserves the right to inspect the unit to determine the root cause before proceeding with further action.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23047177

  
  I formally reject this response for the following reasons:

  
  I formally reject this response on the following grounds:

  
  The prior exchange process was excessively delayed, requiring several months to complete. During this time, my returned unit remained in a warehouse for an extended period despite being marked as delivered. I was forced to personally contact Dyson to facilitate the release of my replacement unit. Furthermore, my request to exchange the defective unit for a different model, with the price difference applied as store credit, was denied.
  This particular unit has demonstrated recurring defects, which are widely documented through multiple complaints on the Better Business Bureau (BBB) website. The product's ongoing failures appear to be the result of known manufacturer defects and the use of substandard components. I do not wish to receive another replacement that is likely to malfunction, particularly given Dysons unwillingness to allow an exchange for a different model.
  Additionally, as a disabled individual residing in a remote rural area, I must travel over an hour to access a shipping drop-off location. Living on a fixed income, I cannot afford to purchase an interim vacuum while awaiting Dysons flawed exchange process, which has previously taken months to resolve. The inefficiency of this process, coupled with the defective nature of the product itself, renders a replacement an unacceptable solution.
  Accordingly, I will only accept a full refund as the appropriate resolution to this matter.
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the first Dyson airwrap at 10/21/24 but it was returned because it was broke and pulling my hair. The second airwrap arrived 11/20/24 but it arrived dirty and oily, which they promised the refurbished airwrap to be clean. After a lot of calls and email they agreed to exchange but the exchange was a Dyson of less value, with no box and a different color. Since then they had not tried to fix my problem

  

  Business Response

  Date: 03/11/2025

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

  Dyson's warranty provides parts and repairs for manufacturing defects. If we can not resolve through these means, an exchange would be offered for the same model; however, the variant would depend on stock availability.

  As the customer reported concerns with the replacement received, a new exchange was created December 24, 2024. The customer was advised that due to stock availability, the replacement would be an alternative variant, which does not include a presentation case. The customer was advised to retain the presentation case of the current machine to ensure they had all the original accessories. To date, the customer has not returned the original product. As such, we have been unable to proceed with the exchange. 

  Dyson's exchange policy requires the original machine to be received and confirmed in our warehouse prior to the replacement processing. Once confirmed, it can take up to 18 business days for the replacement to process, ship and delivery. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23046707
  
  I am rejecting this response because:I choose the specific color I wanted when I bought the product, that its not cheap at all! I dont want a different color product because that is not what I paid for! I want a exchange for the same color that I bought.
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 03/11/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. Refurbished machines are limited in quantity and color.  While we understand our owners preference to remain with the original color, unfortunately this color remains out of stock currently with no estimated date of replenishment. 
  
  An alternate color was offered to minimize wait time for our owner. Should our owner prefer to wait for the original color, we will gladly monitor for availability but cannot guarantee when the preferred color will become available.
  
  Thank you.
  
  Dyson,Inc. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23046707
  
  I am rejecting this response because: I have asked and waited for over 4 months now! This is unacceptable. I dont want a different color because thats not what i paid for, and the machine you sent me was unsanitary and dirty! 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:03/09/2025

  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.

  Dear Dyson Customer Support,I am reaching out to formally express my frustration regarding the delay in my warranty replacement. I purchased a Dyson Outsize+ vacuum cleaner on 5/07/23, expecting quality and reliability. Unfortunately, the slop between the wand and the main body has progressively worsened, to the point where I had to initiate a warranty claim as advised by your customer service team.Per your instructions, I returned the defective unit to **** where they packaged the item along with all the necessary accessories that originally came with the device. Tracking confirms it was received at your facility on February 21, 2025. I was initially informed that a replacement would be shipped once the vacuum was received at the warehouse, with an estimated delivery time of 1014 ******* my past warranty replacements, I was only required to return the main unit, and I received a new vacuum within a maximum of five business days while keeping all the original accessories. However, this time, I was instructed to return everything that came with the vacuum and was denied assistance in replacing my light pipe crevice tool ************* make matters worse, the timeframe I was originally given has passed, and I have now been informed that the replacement has not even shipped. The new estimated processing time is 18 dayswithout any tracking information provided.This ongoing delay is unacceptable, especially considering the significant investment I made in this product. I expect immediate action to resolve this matter. Please provide a definitive shipping date and tracking number for my replacement. If the unit has not yet shipped, I urge you to expedite the process to prevent further inconvenience.I appreciate your prompt attention to this matter and look forward to your swift resolution. Please confirm receipt of this email and provide an update as soon as ************* regards,Tain Peacock

  

  Business Response

  Date: 03/11/2025

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

  Our records indicate that the replacement has been shipped with *** tracking number 1Z58333F0331562825 . 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23041280
  
  I am rejecting this response because:

  I am unable to get *** to deliver the package to my local *** store and have spend about 7 hours talking to *** and Dyson support to get the package dropped off at the local *** store. Dyson support keeps telling me that the *** store does not exist and *** keeps telling me that Dyson has put too many restrictions on the package to the point where they cant even fix the address on the label if they wanted to. 
  
  Sincerely,
  
  Tain Peacock

  

  Business Response

  Date: 03/13/2025

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

  Once the package is in transit, we do not have the ability to reroute the package to a *** Store. We apologize for the inconvenience.  In reviewing the account, we show that the customer has worked with ********************** Support and requested the package be delivered March 15, 2025. We have coordinated this with the courier, and tracking reflects delivery has been rescheduled. 

  Thank you,

  Dyson, Inc.