Complaints

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

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  Dyson, Inc.

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

  
• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

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

  
• 

  Dyson

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

• 

  Dyson Service Center

  112 Marshall Dr Warrendale, PA 15086

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:03/09/2025

  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.

  I purchased a Dyson vacuum directly from the manufacturer. After 6 months, I started noticing the "stick" part of the Dyson coming loose. It kept getting worse and worse. I finally submitted a ticket with Dyson Warranty early February. After being questioned about the device, where the service person implied it was my fault, I was finally told that the piece I needed was on back order, and I could either wait for the device or I could send me entire vacuum in. I decided to wait about a week to see if the part came in, and I never heard anything. I contacted them back, and said I would send in my vacuum to have a replacement sent. They provided me with a tracking number and return label to send the product back in. I was told it would be 5 to 7 days after the received my Dyson back they would send a new one. I confirmed Dyson received my vacuum 02/27/2025, 9:35 A.M. **** Tracking1Z2Y55899093251900). I called 3/8/2025 to confirm they received my Dyson, and asked when a new one would be sent out. I was first told they had no record of sending me a tracking number and was asked if I could provide one. Only after I provided a tracking number was the agent able to then tell me "I'll have to check with my manager" and could not provide me any information. After a little more back and forth, the agent finally said that his manager would "override" and get a replacement sent out and I'd receive anew Dyson. I have yet to receive any confirmations, any documentation, anything from Dyson about this case and I'm extremely concerned.

  

  Business Response

  Date: 03/10/2025

  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 returned item with *** tracking number 1Z2Y55899093251900.

  We respectfully request that the owner allow up to 15 business days from the reported delivery date, February 27th, back to Dyson for an update on the shipping of the replacement unit. This is the standard timeframe we provide with our customers for exchange processing. 

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

• Initial Complaint

  Date:03/09/2025

  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 the Airwrap ID and an extra barrel of which I accidentally ordered on 11/18/24. The Airwrap was malfunctioning so at first I mailed it back to Dyson on around 12/6/24 for an exchange and the barrel I returned for a refund. The barrel was completely refunded for $39.99 plus tax I guess cause it was cheaper . Anyhow Dyson was taking long to email me a confirmation about them receiving the Airwrap so I called around 12/16/24. I was told they received it on 12/10/24 but couldn't locate it in the warehouse and that as soon as they did, they would process it and send me a new one. I trusted everything I was told. At some point I was emailed saying that they did not have the color I wanted and that they can send me a different color. I called and told them I wanted my money back and they said they couldn't refund me because it was past 30 days. I told them it wasn't my fault cause they are the ones taking long to process any resolution. They said they still can't find my machine that I sent them back and that now they have to open an investigation. There have been several calls that I've made to them. I always get different representatives from overseas and the run around. I've called them in January several times and then in February too. My last call I told them fine to just send me the Air wrap in the new color they have. They now denied that too because they said they still can't locate the one I sent back and they opened a claim with *** and what not and also it's still in investigation supposedly. So i told them they are stealing from me because they took, my money and I have not received anything back. At this point I'm so frustrated, we're now on March 9, 2025 and have had no resolution whatsoever. I'm so disappointed with Dyson because they literally stole my hard worked money and haven't returned it or tried to resolve anything. I really hope they resolve this issue and just return my money in full. I am so done with Dyson.

  

  Business Response

  Date: 03/10/2025

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

  We have confirmed the return has been received in our warehouse and are happy to honor the customer's request for a refund as the exchange was created within our return window. We have cancelled the exchange order and initiated a refund. From this point it can take 10 to 14 business days for the refund to process. Once completed, it may take 1-2 billing cycles to post, depending on customer's financial institution. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:03/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/10/25 I purchased a refurbished vacuum from **************************. I paid $336.73.On 1/15/25 I received the vacuum. On 1/16/25 I attempted to use the vacuum and it didn't work from the first try. It powered off constantly.On 1/17/25 I called Dyson and spoke with *****, and then Supervisor ********. I asked how to return the vacuum and requested a refund. ******** said I could not get a refund, only a replacement. ******** emailed me a return label and said I would receive a replacement within 5-7 business days. ******** gave me a new order number. I sent the vacuum back on the same day 1/17/25 via **** using the return label.On 1/22/25 Dyson received the returned vacuum at 1:02 pm, per *** tracking.On 2/3/25 I called Dyson for update and was told the vacuum model is not in stock.On 2/10/25 I called Dyson for an update, spoke with ****, who then hung up on me.On 2/10/25 I called Dyson again and spoke with ****, who said my replacement vacuum would arrive by Feb 17.On 2/19/25 I did a chat on the ************************** website with **** *. I have screenshots of the entire chat. **** said the replacement vacuum would arrive the week of March 1. While I was still asking questions, **** left the ******* of today 3/9/25 I have not received a replacement vacuum or any follow-up email from Dyson. I am disappointed that Dyson sent me a vacuum that did not work right out of the box. I am appalled by the awful Dyson customer service staff who have lied and wasted so much of my time. I do not want a product from this company because I have no faith in their products or service. I want a refund of $336.73.

  

  Business Response

  Date: 03/10/2025

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

  We have reviewed customer's return and identified the package was shipped to our corporate office in error. As Dyson requires the unit to be received and confirmed in our warehouse prior to the replacement processing, this preventing the order from completing. As the customer is now requesting a refund, we have cancelled the exchange and initiated a refund. At this point the refund can take 10 to 14 business days to complete. Once completed, it may take 1 to 2 billing cycles to post, depending on the policies of customer's financial institution. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23040456
  
  I am rejecting this response because: I am requesting refund of full amount. I paid $336.73 (see screenshot of email confirmation.) Dyson is proposing refund of $309.99 (see screenshot of email from Dyson.)
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/12/2025

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

  The automated email sent to owners when a refund is initiated displays the amount of the product. The taxes are automatically calculated during the refund processing. The customer will be receiving a full refund, including taxes. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/19/2025

   
  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:03/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about Dyson **** not honoring my ******** warranty. My Dyson Corrale (Hair straightener) was under Dysons warranty, I let them know the battery in my device was dead, so they sent me a shipping label in order to send it in for repair. I sent it in (in November of 2024). Tracking reference number 1Z2Y55899094291946. I sent it via the *********. Dyson contacted me to let me know the package arrived empty, and there was nothing they could do. After I called their customer service call center about 20 times, they told me to file a claim with **** I did. *** conducted an investigation and said that *** would pay for the item, but they had to pay it to DYSON since DYSON was the shipping account holder. I have tried for months to get Dyson to give *** the information it needs(a form stating the value of the device that was lost in the mail). They (***) even said they would accept a picture from the internet. DYSON says they cant and wont email *** and that they cant help me. I have run out of options and am out $500 dollar device that ********************** has essentially stolen from me. Please help me!

  

  Business Response

  Date: 03/10/2025

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

  We have reviewed customer's return and the results of the *** investigation. As *** has approved the claim, indicating the contents were lost, we are happy to proceed with the replacement. We are working with our processing and warehouse teams to facilitate the shipment. The customer should receive an automated email with tracking once shipped. Please note, from this point it can take up to 18 business days to process, ship and deliver. Additionally, an adult signature will be required upon delivery. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/11/2025

   
  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.  We will be waiting the 18 business days indicated.  If after the indicated timeframe DYSON still has not delivered on their promised response to this incident, we will open another complain with the BBB as this has been ongoing since OCT 2024 with similar promises from DYSON.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/07/2025

  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 big ball turbine head vacuum cleaner on 12/30/2024. When it arrived I didn't like it and then I returned it on 01/07/2025. *** Tracking no is 1Z2Y55899096550564.I have been in contact dyson since January about my refund and I was provided me with this payment info P5mb8hstdbgpwvx3 on 02/07/2025 saying that my refund has been processed and transmitted to my bank. After I waited for some time and still received no refund, I contacted my bank to check on it and they said that payment information number doesn't exist. On 03/04 when i again called the agent verified that the warehouse received the vaccum and has processed my refund since January. She also provided me with the same payment info no as the other agent P5mb8hstdbgpwvx3 and said my refund has been sent to my bank and I told her my bank said that no does not exist and there is no refund from dyson.She then provided me with case no ******** and told me I should call in 1-3days and my refund will be processed. I called today 03/07 for my refund to be processed as promised only for after 1 hour of being on hold the agent said the warehouse said they received a vaccum registered to another person. I told them that is impossible because I sent back the same vaccum cleaner that they shipped to me. I need an investigation conducted and my money refunded asap.

  

  Business Response

  Date: 03/10/2025

  Hello, 

  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson's records indicate that the purchaser filed a complaint with their financial institution against the order. Depending on the outcome, a refund has or will be applied to the customer's account via chargeback. At this point we are unable to offer further assistance until the dispute has been closed and finalized by the financial institution. If closed in the favor of the customer, they will be refunded through the chargeback process. If closed in favor of Dyson, we will be happy to assist at that time. 
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:03/07/2025

  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 had purchased a Dyson hairdryer on 2/25/25. On March 1st, I saw that the same hairdryer was being sold at **** for 20% off. I reach out to Dyson via chat to ask them about their price match policy. I provided the representative with my order number as well as a screenshot of the promotion at ****. She confirmed that they do price match with Ulta and that she would be creating a case to have the price match processed. I reach out to Dyson again today (3/7) for a follow-up to be told they dont do price match on hair care. Because of this I missed out on the promotion at Ulta which is $100 plus tax, a significant cost savings and was told they could not assist me. While I was on hold with this representative I did a search for price match on the Dyson site and the blurb I found which I screenshot made not mention of hair care products not being included. I would like to receive the refund due since I was misinformed by the original representative and have lost out on getting the item on sale at Ulta because I was told this was being taken care of.

  

  Business Response

  Date: 03/07/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns.  Per Dyson Price Match terms & conditions ********* machine and accessories, which include, but are not limited to, the Dyson Supersonic, Dyson Airwrap, Dyson Corrale, and Dyson Airstrait are not eligible for price matching. 
  
  **************************************************************************************************
  
  in review of our owners Dyson account, our owner has initiated a return for the purchase in question.  Our owner should proceed with their return as instructed by Dyson support.  Once received, please allow up to ***** business days for a full refund to post to the original payment method.
  
  Thank you.
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23033400
  
  I am rejecting this response because: The promotion at **** has expired. So although I did request a return label, my preference would be to receive the credit of $100 plus tax. Also, BBB can see from the attachments in my previous case the representative via chat that I spoke to knew the item I was requesting a price match on was a hair dryer and confirmed it would be eligible for price match as **** is one of the companies they price match with. If that *** told me that the item wasnt eligible for price match I would have purchased the item at **** and returned to Dyson. However due to the incorrect information I was provided I lost out on a substantial financial savings. If their own employees arent aware of their price match policy, how can they expect the consumer to be. Finally, when I search for price match on their site the other attachment I provided makes no mention notion of hair care being excluded. Again, if there is another policy listed elsewhere that states that it was not my finding. Again inconsistent verbiage on Dysons website had led me to believe that the item is in fact eligible. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/07/2025

  Hello: 
  
  
  Thank you for contacting Dyson.

  The following price match details can be found on the Dyson website. *******************************************************************************************************;
  
  Price Match Promise
  Be confident that youre getting the best price on **************************. If within 30 days of purchase you should find the same model currently advertised at a lower price by an authorized US Dyson retailer or by Dyson on a third party marketplace site, we'll refund you the difference if the below details are satisfied. Visit ***************************************************************, the chatbox on **************************, or contact our Customer Service team at ************** to get started. Here are the details you need to know:
  Machine must be the exact same model number as it appears on ************************** and in stock. You can identify the machine serial number on the box or on the product itself. To locate the serial number on your product, please visit *********************************************************************** for location details by specific machine.
  Proof of advertised price by an authorized dealer is required (Valid copy of flyer or website URL required. Advertised price must be the listed price; membership/loyalty, promo code entries or like discounts are not eligible for price matching).
  Authorized new product dealers are limited to ********** 1st Party, Home Shopping Network (HSN), Best Buy, ******, *********** *****, QVC, ***** Club, Crate & Barrel and Target. Authorized refurbished machine dealers are limited to ********* Rack, Woot and Zulily. Excludes third party marketplace sellers other than Dyson.
  Machine must be new and in original packaging. It cannot be used, damaged, returned, open box, "close out", "clearance" or a demonstrator machine.
  Machine price must not be lower due to an advertising error or misprint. 
  Hair care machine and accessories, which include, but are not limited to, the Dyson Supersonic, Dyson Airwrap, Dyson Corrale, and Dyson Airstrait are not eligible for price matching.
  Lower price will not be honored if the result of a violation of a Dyson unilateral advertising or pricing policy or if doing so would result in a violation of a Dyson policy.
  Dyson reserves the right to rescind this offer at any time and/or modify these terms and conditions as needed.

  Dyson stands by the previous response. 

  
  Thank you, 
  
  Dyson, Inc. 

   

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23033400
  
  I am rejecting this response because their employee did not advise me that my purchase was not eligible for price match and there caused me a loss of $100 plus Nj sales tax. I want a refund. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/07/2025

  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.

  Dyson: For misleading information, refusal to cancel my order, failure to provide tracking in a timely manner, and failure to take responsibility for a delivery issue caused by their system errors.Order Details: ********** Date of Purchase: 02/18/25 Amount Paid: $551.24 Issue: Dyson repeatedly told me my order had not shipped, refused to cancel it, and later claimed it was deliveredwithout ever providing prior tracking.Timeline of Events:02/23/25 Contacted Dyson after seeing my order marked "Picked." Asked for a tracking number, but Dyson said my order had not shipped and I would get tracking once it did.02/25/25 Contacted again and was again told my order had not shipped. Since I needed it for a wedding, I requested cancellation. Dyson confirmed the order was still in "Picking" and submitted a cancellation request.02/27/25 Followed up on cancellation, and Dyson again confirmed my order had not shipped.03/05/25 Contacted Dyson expecting a refund. At first, I was again told my order had not shipped. Moments later, the same representative changed their response and claimed my order had shipped and was delivered.Key Issues:Misleading Information Dyson told me 5 times that my order had not shipped, preventing me from canceling.Failure to Provide Tracking I never received a tracking number until I escalated the issue. My Dyson account still says "Picking," meaning their system never updated.Incorrect Delivery Address Dyson later provided a tracking number, but the proof of delivery shows an address that is not mine.Refusal to Resolve the Issue When I pointed out the incorrect delivery address, Dyson refused to help and blamed **** despite their own system failing to update properly.Desired Resolution:I request a full refund since Dyson's misleading responses, refusal to cancel, and system failures caused this issue. I have attached chat transcripts proving I was repeatedly told my order had not shipped, yet Dyson later claimed it had.

  

  Business Response

  Date: 03/07/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  Per Dysons terms and conditions for new orders, once an order is placed within the owners Dyson account, it cannot be canceled or adjusted. For more details, please visit: ***************************************************
  
  We sincerely apologize that our owner did not receive order updates in a timely manner. After a thorough review by our internal team, we regret to inform you that we are unable to honor a refund or issue a replacement order at this time. This decision is based on the completed *** claim investigation, which concluded with proof of delivery to the correct address. 
  
  If there is any new information regarding the order or delivery that our owner would like us to consider, we would be happy to review the inquiry further.
  
  Thank you.
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/07/2025

  Complaint: 23032579
  

  
  I am rejecting this response because Dysons response completely ignores the core issue and shifts the blame onto me instead of taking responsibility for their system failures and misleading communication. They now claim that my order could not be canceled, yet their agents twice told me they were filing a cancellation request. If cancellation was truly against their policy, their representatives should have told me that from the beginning instead of misleading me into thinking I had the option to cancel.
  
  
  Throughout this entire process, Dyson repeatedly assured me that my order had not shipped, only to later claim that it had. If my order had truly shipped, why did I never receive a shipping confirmation, tracking number, or delivery email? Even my order page still showed Picking long after they said the item was supposedly delivered, proving that there was a clear system issue on Dysons end. Instead of acknowledging this, they are now trying to deflect responsibility and dismiss my concerns.
  
  
  Dyson also says *** confirmed delivery, but when they finally provided me with proof of delivery, the address did not match mine. I brought this to Dysons attention, and rather than taking accountability or investigating further, they refused to help. How can Dyson expect me to accept that my order was delivered correctly when I was repeatedly told it hadnt even shipped? Their response is full of contradictions, and their refusal to take responsibility for their mistakes is unacceptable.
  
  
  I am requesting a full refund of $551.24 due to Dysons repeated misleading statements, system errors, and failure to provide tracking or shipping confirmation. I have attached chat transcripts proving that I was told multiple times my order had not shipped and that a cancellation request was submitted. Dysons handling of this situation has been dishonest, and they need to take responsibility instead of placing the blame on me.
  
  Ive attached the transcripts for proof of all this.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/07/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Dyson stands by the previous response as the *** investigation has been closed and proof of delivery was determined. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23032579
  
  I am rejecting this response because Dysons response does not address the concerns I raised. While they state that *** confirmed delivery, this does not explain why I never received a shipping confirmation, tracking number, or delivery email. My order page still showed Picking even after they claimed it was delivered, indicating a system error that was admitted by your representative. 
  
  Additionally, Dyson representatives twice informed me they were submitting a cancellation request. If cancellation was not an option, I should have been told that upfront rather than being led to believe my order could be canceled.
  
  
  I am requesting a full refund of $551.24 due to Dysons misleading information, system errors, and refusal to acknowledge the inconsistencies in their communication. Their response does not address why I was repeatedly told my order had not shipped, why I was misinformed about cancellation, and why I received no shipping updates.
  
  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/07/2025

  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 ordered a Dyson V8 Absolute from **** as a Refurbished Unit directly from Dyson. I received the Vacuum on April 26, 2024. I reported to Dyson in Early May that the Bin had an issue with the Bin Catch Mechanism where the entire trash bin would just drop into the trash can when the trash lever was pulled. I had to confirm through multiple videos that a piece was missing when I received it which took some time to actually diagnose this issue. I reached out to support and they said that they think the issue is the Trash bin so they said that they would send one when available. I did not receive a new bin until October once my warranty was already expired due to the part being backordered and multiple messages to Dyson Support. I messaged on October 7 about the piece itself and did not receive it until the End of October. When Support finally responded back I told them that the issue was not resolved and that Trash bin was not the issue. I have been following up almost daily at this point and when i finally got in contact with Dyson support through the website, they are wanting $69.99 for a Receiver Assembly to fix/replace the bin catch mechanism even though the original "Fix" was not correct and just waiting for the incorrect part made my 6-month warranty expire. I have constantly provided pictures and more information to the ************* but responses are months in-between at this point. I received this vacuum broken even though it was supposed to be fully refurbished by the Manufacturer. I am severely disappointed with Dyson on how they have handled this issue and am only asking for the Correct replacement so that I can finally have a properly functioning vacuum. I have more pictures and messages but they were too many to upload at this point.

  

  Business Response

  Date: 03/07/2025

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

  We have reviewed customer's account and confirmed the issue was reported during the warranty period; however, the incorrect part was provided. As such, while the warranty is now matured, the main body needed to resolve the issue reported under warranty should be provided. 

  We have confirmed availability at the Dyson ************** in customer's area and they are welcome to visit the service center at their convenience. Please ensure the machine is brought to the Dyson ************** so that we can complete an inspection and ensure it is performing as expected. 

  Dyson Demo Store and Owner Center
  *******************************
  Tel: ************
  Operating hours: Tuesday - Saturday: 10am to 6pm

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/11/2025

   
  Better Business Bureau:
  
  I have received the part to correct the issue, verified that it is working properly, and I am satisfied with the resolution. 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/10/24, I purchased a Big + Quiet Dyson Purifier for $858. Within a few months the fan stopped operating correctly. I contacted Dyson and they initiated a repair, directing me to bring it to *** to be mailed back to them for repair. *** packaged it, labeled it and mailed it back to Dyson. However, the machine was never repaired and sent back to me. It has now been two months since I sent it in for repair and Dyson hasn't communicated an update, repaired the machine or returned it to me. Dyson has now indicated they cannot locate the machine at this point. I have contacted Dyson five times for a resolution and each time the representative directs me to call back in ***** hours for the resolution but there is never a resolution offered just another request for me to call back. I have requested to speak to a manager but they won't contact me. After two months I have asked for a refund but haven't gotten a refund, resolution or any updates. At this point, they have my money and the machine and refuse to communicate an update or resolution.

  

  Business Response

  Date: 03/07/2025

  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 refunds. Outside of the return policy, issues would be handled in accordance with the Dyson warranty. While we see that the owner shipped their product January 13, 2025, this was not received by the Dyson ************** and remained in transit with ***. An investigation was opened through *** and they have located the package and delivered it to the Dyson ************** 3/4/2025. We are working with our Dyson ************** to expedite the repair and return the customer's purifier. 

  Additionally, as there has been a delay due to the issues in transit, we have adjusted the warranty for the machine by 2 months to compensate for the lost time. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23031149
  
  I am rejecting this response because: I mailed back the purifier to Dyson on 1/11/25, it has been two months and Dyson made no effort to locate or ***air the machine. As of 3/5, after you state *** delivered it, Dyson *** still could not locate the machine. This response does not provide confirmation they have found my machine or a status on the ***air with a timeframe for the machine to be returned to me. Please ***air and return the machine or issue a refund in place of the missing unit.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/07/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any frustration and confusion. The machine has been confirmed as delivered at our Dyson ************** as of 3/4/2025. This is also reflected in the tracking information. An expedited repair is being carried out at the Dyson ************** and as soon as that is complete, return tracking information will be provided.
  
  As previously mentioned, the warranty for the machine has been adjusted to compensate for the lost time. We thank the owner for their further patience as the repair is being completed.
   
  Dyson,Inc.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23031149
  
  I am rejecting this response because: Thank you for the information. Given the two months it has taken you to respond and the lack of service repair to date, I will wait until I have the repaired unit before I remove the complaint. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/06/2025

  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 an item from Dyson. I had to return that item due to inferior . When I contacted Dyson they failed to meet a reasonable accommodation to their error and a resolution. They failed me as a consumer because their return policy demanded that I return my purchase in exchange for the same product. I did not receive such product. Basically, I paid for something and did not receive the specific product that I had purchased. I have sent numerous emails to Dyson, and they are once again asking me to inconvenience myself to meet there expectations. Dyson obviously does not care about my expectations of customer service or proper resolution to provide me with a product for which I paid for.

  

  Business Response

  Date: 03/06/2025

  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 an exchange has been arranged and a *** Return label has been provided to the customer. Checking into the label, there is no movement on the return shipment.
  
  Per Dyson exchange policy, we must confirm the incoming machine at our warehouse before we are able to release the outgoing machine as replacement.
  
  Due to the customers model being out of stock, an exchange was provided for an alternative model which is considered an upgrade on the original machine.
  
  We ask that the customer work with our customer support team with any further questions or concerns.
   
  Dyson,Inc.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23027963
  
  I am rejecting this response because:
  

  I ordered a product and received it. I had to return the product due to a defect. During this time I had to inconvenience myself to meet their expectation when they failed to meet mine. I went through this process once already and in return received a model less of what I sent back without notification. I did a follow up on this and a customer service *** told me to keep the second machine and my original machine was processed and being shipped (phone records will validate that conversasation). I never received such product so I contacted Dyson again. They asked me to return the machine following the first return process. This will once again leave me without a vaccum cleaner and take time from my schedule to meet their return process demand and wait for them. All I want is Dyson to ***lace what I bought. I did nothing wrong except make a purchase. Had I known they would not uphold their brand standard I would have bought a different brand and still had the machine I wanted. I until this day do not have what I ordered and they did not listen to my request. However, they wanted me to hear theirs.  I do not think it is unreasonable for me to expect what I purchased without having it be an issue. They sent me an inferior product after a return and want me to ***eat the process again. How many times do I have to go to *** and package up something that should have been right the first time (or at least notified that is would be ok with me) and go with out an everyday household item until they are satisfied. I am not satisfied.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/07/2025

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

  Within a product line, the machine itself is the same and the only difference between the different models is the color and accessories that come with it. The customer originally purchased a V15 Detect Complete. This model comes with Fluffy optic cleanerhead, Digital motorbar cleanerhead, Combination tool, Crevice Tool, Mini soft dusting brush, Stubborn dirt brush, and Wand Clip.
  
  The customer received the V15 Detect Absolute through the exchange. This model comes with Fluffy optic cleanerhead, Digital motorbar cleanerhead, Combination tool, Built-in crevice tool, and Hair S**** tool.  
  
  While the replacement machine comes with the added Hair S**** tool, it does not come with the mini soft dusting brush, stubborn dirt brush or wand clip. (Wand clip is designed to hold crevice tool and the Absolute has a built in crevice tool, making clip obsolete.) As such, we have offered an exchange to an upgraded product. 
  
  Per Dyson exchange policy, we must confirm the incoming machine at our warehouse before we are able to release the outgoing machine as replacement. Customer can use the label provided to complete the exchange process and receive the upgraded Gen5 Outsize. Alternatively, we would be happy to provide the Mini soft dusting brush and Stubborn dirt brush that was not included with the V15 Detect Absolute. 
  
  Thank you,
  Dyson, Inc.

  
  

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23027963
  
  I am rejecting this response because:

  If I wanted a v15 I would have ordered it. However I did not order that I ordered a v15 complete. That is the product that I expect to have because that is what I purchased. The v15 complete is a standalone unit that holds more attachments then the v15. It does not matter me to your policy that you must receive the machine that you incorrectly sent to me, and the inconvenience it causes. All I am asking for is a product that I ordered being sent to me and then I will inconvenience myself to send it back. If this is the way Dyson wants to represent their brand, I never want anything else to do with them. In addition a representative from the Dyson team told me that the v15 complete That was supposed to be sent to me was processed and leaving the warehouse. I never received that promise. I should not have to inconvenience myself, go without a vacuum cleaner that I ordered and was defective, to wait for another one after you receive the one that I have. In addition a representative told me to keep it. I do not have a desire to keep it I just want what I ordered. I do not have that. Please listen back to your phone records as everything is recorded. I am accurate with my statements and Dyson as a brand is not upholding customer satisfaction. Again, all I want is what I ordered and paid for. I do not have the options with the machine that was sent to me that I had with the one that was ordered and that I purchased and had to send back. No one notified me I was getting a lesser of a machine that was not a standalone unit. If I wanted to attach something to my wall I would have ordered that. Bottom line is I purchased a product that I had to return it due to a defective. During this process I went without a vacuum cleaner. This is not a quick process. I have to take time out of my day to meet your demands and that is not fair to me. I just want what I purchased to begin with. I will not let this go because I am not the one that made the error. If I did then I could understand. However I can't understand because I did nothing wrong except to choose to spend my money with you. These are not cheap products. With that there is an expectation. This expectation has not even come close to what it should be. I simply asked to be sent to me what I originally purchased. I do not understand the difficulty in that. If you cannot uphold a standard that Dyson provides, maybe you should lessen that standard so customers have a complete understanding of your policy prior to purchasing an item.
  Sincerely,
  
  ***** ******