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. has 12 locations, listed below.

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• 

  Dyson, Inc.

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

  
• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson

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

• 

  Dyson Direct, Inc.

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

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

• Initial Complaint

  Date:03/05/2025

  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 dyson hair wrap and blow dryer in November 2024 as a Christmas gift. I wrapped up the box once it arrived from Dyson (assuming everything was in the box). When the gift was opened on Christmas Day, only the hair dryer was in the box. Only one box arrived and the dimensions of the box was only large enough to hold all of the items for the hair dryer. Since it was such a large box, I assume everything was in there but the hair dryer packaging was large. I tried calling Dyson customer service on Christmas but they were closed. I called them again on December 26th and explained everything to them but they had to open a claim (after passing me around to different departments). Dyson stated that the tracking number showed the package being delivered, which it was, but one of the main items was missing. I gave them the information on the box and the dimensions and they agreed that only one item would have fit in that size box, but will still have to open a claim through ***************** I didn't hear back for about a week so I called in to check on it. They said it would take 30 days. After 30 days of no response, I reached out and they told me I should just dispute the charge for the missing item with my bank. When I did that, Dyson responded to my bank that the items were delivered and my bank re-charged me the disputed amount. Dyson wouldn't allow me to send them photo proofs of the box, showing the items that fit in there and said they could only input the text information into the system. After I called Dyson back once my bank took the funds out again, they said they would open the case again. When I called to check in a week later, I was told that new claim was never filed and to open another claim. I never heard back or receive call backs like I am told. I still don't have the item and paid over $500 for it. Very disappointing from such a well-known name company.

  

  Business Response

  Date: 03/05/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences experienced by our owner as well as any misunderstandings or miscommunications. Dyson is unaware of any policies in which a credit card company would charge an owner again if a dispute was denied. The chargeback would either be denied, in which the original charge stays, or approved, in which the original charge is reversed. Any additional fees or charges would be something the owner would need to address with their financial institution directly.
  
  Dyson's systems do allow for photos and are not text based. We apologize if an agent gave this impression to our owner. In this instance photos would not be needed as Dyson would require a completed claim through the courier to proceed with any form of replacement. 
  
  As the *** claim has completed and proof of delivery was provided, Dyson would be unable to provide a refund at this time. We have forwarded the information to the necessary internal teams for further review and will follow up with the owner directly as soon as possible with an update.

  Sincerely,
  Dyson Inc.

• Initial Complaint

  Date:03/05/2025

  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 ordered the Dyson TP07 Purifier Cool Connected Fan | White | Refurbished from Dysonofficial store on **** on Dec 20, 2024. It was a gift for a friend, the friend didn't like it and requested me to ship it back to Dyson for a refund. I provided the shipping label to her, and she shipped it back on 1/8/2025 with the tracking number 1Z2Y55899096876963. Dyson confirmed that it was received, but no refund was given. I messaged Dyson a few times, and they replied "We have checked the details of your return order. Unfortunately, we have not yet received any confirmation from our warehouse team to proceed with the refund. However, please rest assured that we have forwarded your case to our concerned team to expedite the resolution process.". Been months, no refund, and following request for refund have been ignored. So no fan and no refund.

  

  Business Response

  Date: 03/05/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. eBay Marketplace orders are managed by our internal marketplace team.  We have sent a request for review of this return and refund request.  Our owner should allow 1-2 business days for an update. 
  
  Should a refund be approved, our owner should allow up to ***** business days for the refund to post back to their original payment method.  Our sincerest apologies for any inconvenience and we thank our owner for their continued patience.
  
  Thank you.
  
  Dyson,Inc. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23022068
  
  I am rejecting this response because: Dyson **** has not respond to message and refund have not been issue.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/13/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  As the customer has filed a dispute with ****, we are unable to process the refund on our end, as **** currently holds the refund rights. We kindly request that the customer contact **** ************************ to resolve the refund issue as early as possible. 
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a v11 animal and after 3 years of use it now has a suction issue. I went through troubleshooting with Dyson and was told I could drive 5 hours to the nearest service center or buy a new one.

  

  Business Response

  Date: 03/05/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. In review of our owners product details, the machine in question is out of warranty as of February 2023.  As such,it is not eligible for free replacement parts, repair, or replacement.  All replacement parts or repair at a Dyson ************** will be chargeable to our owner.
  
  Our apologies for any confusion regarding Dyson repair services.  Should our support teams be unable to resolve the issue through troubleshooting, and if a Dyson ************** is not within reasonable driving distance, our owner should contact Dyson support to arrange a mail in service request.
  
  Thank you.
  
  Dyson,Inc. 

• Initial Complaint

  Date:03/04/2025

  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 originally returned an airwrap ID for an exchange, but due to the item not in stock I requested Dyson to fully refund me. I still did not receive the refund. Dyson said they have initiated the refund process on 1/10/2025, but I have not received any correspondence regarding the refund. I called two weeks ago and the supervisor mentioned that the refund was going to be processed within 48-hours and still it hasn't been processed. I sent back the item two months ago and still not receiving my refund is outrageous. It has been over 2-months and I have contacted Dyson multiple times along with emails. I have exhausted my patience. I have been lied to multiple times and treated with disrespect from the agents while Dyson is happily keeping my money.

  

  Business Response

  Date: 03/04/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. After review of the order, we can confirm our owners purchase has been refunded. While most refunds process quickly, our owner should allow up to ***** business days for the refund to post back to the original payment method.
  
  Our sincerest apologies for any inconvenience, and we thank our owner for their continued patience.
  
  Thank you.
  
  Dyson,Inc. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23018376
  
  I am rejecting this response because:
  

  Dyson is lying when they said that I have already refunded. I had to call again yesterday 3 times AGAIN! The last agent found out the previous agents were checking another product refund instead of the airwrap ID and it seems that the correct item is being refunded. I have been LIED TO MULTIPLE TIMES from the supervisors about the item refund has been processed. I have not received my money back and will keep this complain open until I do.

  Dyson needs to fix their refund process when doing manual refund for an exchange turned refund item. Also, Dyson needs to retrain their so-called supervisors on attitude and how to correctly look up items in question. It is not the customer's responsibility to provide the order # multiple times.

  This is not a matter that should be ignored. Dyson has been unprofessional and frankly incompetent in their own refund service.

  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 03/05/2025

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

  Customer's refund has been completed and is currently in the hands of their financial institution. Depending on the banks policies, it may take 1 to 2 billing cycles to post to customer's account. At this point, customer would need to work with their financial institution to recover the funds. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23018376
  
  I am rejecting this response because:
  

  This is all because Dyson did not correctly process my refund in due time. Mistakes should not happen when there is multiple levels of supervision. Once again I am not closing this complaint until my refund has been correctly processed and fulfilled.

  This is not a matter where Dyson thinks this issue is no longer there issue. Clearly there is ineptitude in their department and should be held fully liable.

  
  Sincerely,
  
  ****** Leee

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all Dyson sells it's products at a premium but the company is too cheap to hire American call centers for American customers. Instead it hires cheap mediocre sweat shop call centers that can't speak English well, who provide stingy self serving customer service so that ********************** can extract more and more profit at the customer's expense. The fact that I have to waste my time and file this compliant is the proof. I bought the actual Dyson & cordless vacuum several years ago. This is not a complaint about the actual vacuum. More than 6 months ago I bought serval accessions to replace the accessions of my vacuum. This complaint is about those. they were bought separately and recently. They were not part of the original vacuum and should be treated has such. The parts include a wand 967477-03, motor head 968266-04, and the battery 968670-06. Complaint is about the dissatisfaction and quality of these products. The wand has a disconnect where the metal and plastic meet it was poorly made. The motorhead stopped spinning (yes it was cleaned) which makes cleaning less effective. And the battery charge does not last as long as it should, performance decreased dramatically after 6 months of use which obviously makes vacuuming more difficult because you run out of battery power before you can complete the entire vacuuming. Dyson manufactures these accessories, profits from the sale of them and then tries to run away from responsibility of dealing with their defectivities through it's terrible customer service it's trained to do such. Would like them to be replaced since I paid for parts to last at least more than a year.

  

  Business Response

  Date: 03/04/2025

  Thank you for contacting Dyson,

  We apologize for the frustration our customer experienced while working with our Customer Support Teams. As ********************** is a global company, all of our Support Staff are appropriately trained to provide iconic service to our owners, regardless of the owner's country of origin.

  Upon review of Dyson records, we have been unable to locate an account for our customer based on the information provided. 

  Any replacement parts purchased from Dyson come with a 1-year warranty to protect against any potential faults or defects. There are no known faults with these units, nor are there any with the wand, cleaner head, or batteries. 

  In the event one of these parts were defective, the defect would be identified upon testing or during the initial first few uses. As these issues allegedly took several months to materialize, it is an indicator that the problems encountered do not stem from any sort of issues with the parts.

  We would encourage our owner to bring the unit to one of our local Dyson Service Centers to have the machine inspected, at which point any potential issues with the parts that would be covered by the Dyson Warranty can be addressed, and any additional repairs can be recommended.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23016637
  
  I am rejecting this response because:
  

  It's clear you are answering this out of the same customer service call center in ***** (pick your country) and not the actual OWNERS of Dyson.  You are not located in ******* as the address associated with the BBB profile makes it appear. You sound like the same irresponsible and stingy customer service call center a customer gets on the 800 number. There is nothing iconic about this. This is the same mediocre train wreck customer service personnel handling this complaint. There is no point.

  You sound delusional. There is a 1 year warranty on parts that you manufacture. The terms do not say parts have to be ordered directly from Dyson to have a 1 warranty. What a *****. So because a part doesn't have a problem right away it means it is not your problem. That is not how it works. If it doesn't last one year, your degenerate company has to deal with it or it is a breach of the terms of warranty. You say thre are no know problems with any of the parts......what a ridiculous statement. You have no clue about every single product that is sent out and if it defective or not. 

  What a piece of work this Dyson is. ***** they are not even an **************** to begin with and they have a pretend/fake address in ******* that is not even handling the problem with it's products inside the ** and leaves it up to this crappy call center people in ***** to do the work. I want someone in ******* to dal with this problem, this is not going to get resolved as long a these irresspoinile India call center people are handleing this. 

   

  

  Business Response

  Date: 03/05/2025

  Hello, 
  

  Thanks for contacting Dyson. We understand your concerns and appreciate the opportunity to provide clarity on Dyson's warranty policy and support structure.
  
  To address customer's concerns:
  
  *********************** warranty explicitly covers parts purchased directly from Dyson or an authorized retailer. Unfortunately, third-party purchases do not carry a Dyson warranty, though they may be covered by the ********** we recommend contacting for further assistance.

  Our warranty protects against manufacturing defects. It does not cover wear and tear, accidental damage, or issues arising from improper maintenance. This ensures that the terms remain fair and consistent for all Dyson customers.

  Please note, ********************** is a global company, and as part of this, our support team is located worldwide to assist customers as best as possible. If customer would like in-person support, we recommend visiting their nearest Dyson *************** which can assist them further with Dyson-related concerns:
  
  Dyson Service Center
  *************************************************************************
  Tel: **************
  Operating Hours: Tue-Sat: 09:00 AM05:00 PM
  
  Additionally, we strive to maintain professionalism in all our interactions. While we understand frustrations can arise, we are here to assist within the scope of Dysons policies and processes to reach a resolution.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23016637
  
  I am rejecting this response because

  I asked for anyone but these terrible customer service people in ***** that are also the same ones on the 800 number. They are the a reason why there are so many bad reviews and complaints against this company. It's like talking to a wall. This is so stupid. Dyson manufactured the parts and is liable for them. What you say makes no sense and is not true. If your parts cause a fire the end user is not going to go after any seller of the item, they are going to go after the manufacture which is Dyson. Liability falls on the manufacture on everything regards whatever policy you hope to make up. I am talking US legality to someone in *****, this is so stupid. 

  Provide the registered agent's address for Dyson US Legal where a legal summons for Small Claims court for DC Superior Court can be served. 

   

• Initial Complaint

  Date:03/03/2025

  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 February 7, 2025 I shipped back a defective Airwrap hair styler to Dyson. I tracked the package and *** shows the package was delivered and signed for by Dyson on February 11, 2025 at 10:17am. It has now been 3 weeks since Dyson received the package, but they are claiming they do not have record of the package in their warehouse. This appears to be a common practice for Dyson. They have numerous complaints on their ******** Reviews about receiving customer returns but never issuing a refund because they claim they never received the package. I have called Dyson numerous times and each time I am told my concern is being escalated. Today I chatted with **** R at Dyson and they told me in order for me to received a refund I need to open a lost package claim with ***. I shipped the package with a return label that Dyson provided me. Dyson must have a serious theft issue at their warehouse as they are constantly stating they do not have customers returns. It has been more than 3 weeks since I have shipped off the package and I still do not have a refund. I am currently out $649.49 and I have not merchandise either! I had to file a dispute with my bank and I am at my whits in with Dyson. They are running a fraudulent business and refuse to issue refunds to customers even though they have possession of the package. More than likely they dont have possession of the package because they have already sold it to another customer that will be sorry when they need any kind of customer service.

  

  Business Response

  Date: 03/04/2025

  Thank you for contacting Dyson,

  We apologize for the frustration experienced by our owner. In order for Dyson to provide a refund, Dyson must receive and scan in the original unit. Once the original unit has been confirmed as received, the refund will automatically process.

  While Dyson has received a package from the owner, based on inconsistencies with what was received and what was expected, Dyson would be unable to honor a refund at this time. Additionally, as the owner has opened a dispute with their financial institution Dyson would be unable to provide any form of reimbursement until that dispute has been closed. In the event that the original unit is received and the dispute closed, Dyson will be happy to provide the requested refund.  

  Alternatively, if our owner would like to close the dispute, Dyson will be able to open a claim with *** to investigate further and may be able to provide a resolution dependent on the results of the *** investigation. 

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23015237
  
  I am rejecting this response because:
  The item was shipped back and signed for by Dyson. I have previously attached proof of return and tracking from **** I have done my part and shipped back the item. I have no need for the defective item as I already ordered another unit the same day that the defective unit return was initiated. Look in your system and you will see another order for an Airwrap and then a week later I also purchased the Airstrait. I am a repeat ******** and this is not the right way to treat your ********s. I opened a dispute because I was told my concern would be escalated by a representative and I would get a response within ***** hours. 48 hours came and went and I never received a response nor a resolution. Dyson has had the machine back in their possession since February 11th at 10:17am. *** shows that the shipment was received and signed for by Dyson.
  I have fulfilled my part of the return process and the shipping tracking is evidence that the package has been delivered back to Dyson. Dyson is now legally obligated to issue me a refund. It illegal to withhold a ********s money when they have sent back the merchandise with tracking evidence.
  It is not my problem nor is it my responsibility if there is a theft issue at Dysons warehouse. This is something Dyson needs to accept as the risks of running a business. I am requesting that Dyson notify my financial company to issue a full refund immediately. I contacted my financial company and they told me if I cancel the dispute then the claim automatically goes in favor of the merchant. Why would I do such a thing when I am not liable for the theft that Dysons warehouse is facing. I am not the first ******** in this situation. There are many ********s who have shipped back their item and Dyson claims that there is no record of the item in their warehouse. They have repeatedly made ********s jump through hoops to get their refunds in hopes that the ******** gives up. I am not giving up and I want what is due back to me. This is a common practice for Dyson to give the ******** the run around. Lack of ******** service and no ownership of their internal fraud and negligence. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/05/2025

  Hello, 

  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have conducted an investigation and we have been able to confirm receipt of the customer's return. However, the customer has filed a dispute with their financial institution. As the dispute is still pending, we are unable to process a refund or provide a replacement. Once the dispute has been finalized by the financial institution, we would be happy to assist further. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23015237
  
  I am rejecting this response because:

  I appreciate the response and I would like Dyson to proceed with the refund on their end. I have contacted my financial institution to withdraw the dispute since Dyson has confirmed upon investigation that my return was indeed received. As of 6:390 on March 5, 2025, I have contacted my financial institution and withdrawn my disputed against Dyson. The resolution team said it will take 3-5 days for an update. Will Dyson be able to issue a refund in the amount of $649.49 now that the dispute has been withdrawn? 

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

• Initial Complaint

  Date:03/03/2025

  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.

  1/9/25 I ordered 5 cell battery part# ******-01 and paid $129.99 1/17/25 Receivedwrong 7 cell battery part# ******-01 1/17/25 Called Dyson I had to prove by my mobile phone camera that they shipped the wrong battery and they didnt have the correct battery in stock, and promised they would have a supervisor call me back. They never did return my calls.3/3/25 Called Dyson again and was told the correct batter is now part# ******-01 and it is also not in stock. Dyson also said they would notify me by email when it will be available for purchase, if it ever is back in stock. They refused to exchange my brand new never used wrong battery that they shipped because it was now over 30 days! Only option I was given was to return my complete Dyson Digital Slim Vacuum.

  

  Business Response

  Date: 03/04/2025

  Hello,
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owner's concerns. In review of the order, our owner has filed a dispute with their bank or card issuer for the purchase in question. We are unable to process a refund or exchange while an active payment dispute exists, as the purchase may be refunded to our owner by their financial institution. We recommend our owner contact their bank or card issuer for an updated status on their dispute. Once resolved, we will gladly review for refund or replacement order eligibility.
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 230125*4
  
  I am rejecting this response because:

  I have checked with the credit card company and the issue is resolved and closed.

  I would like to return the brand new ***** * cell battery part # ******-01 that ***** sent in error and receive the correct ***** battery that fits my Dyson Digital Slim vacuum, part # ******-01.  I was told by ***** that the part number for my vacuum is part # ******-0* but the part # ******-01 battery is in my vacuum.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 03/06/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We appreciate our owners efforts to inquire with their financial institution. Upon filing of any transaction dispute funds are held by the financial institution in case of further dispute by the merchant or owner. Currently, the transaction in question remains under review and we are unable to proceed with a return for refund at this time. Per ****** policy funds may be held for up to 90 days;once released we can then proceed with the return.
  
  Thank you.
  
  Dyson,Inc. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 230125*4
  
  I am rejecting this response because:

  I have checked with the credit card company and the issue is resolved and closed.
  
  I would like to return the brand new ***** * cell battery part # ******-01 that ***** sent in error and receive the correct ***** battery that fits my Dyson Digital Slim vacuum, part # ******-01.  I was told by ***** that the part number for my vacuum is part # ******-0* but the part # ******-01 battery is in my vacuum.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/01/2025

  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 purchase a Dyson Nural Hair Dryer. Dyson advertised that it has a Scalp protect mode. It did not work with the Curl attachment. I called Dyson customer service thinking I was using it wrong or it was defective and I would have to exchange it. . I was told the scalp protect mode does not work with this attachment. I felt this was false advertising and should be addressed through the BBB. The customer service representative told me to return it if I don't like it. In addition, I did ask for a discount on my purchase of a different hair dryer for my inconvenience of having to send this one back. He came back with a 20% discount. I told him I would like to order it now, the Professional series instead and was told you can't use the coupon for that. Note: This Dyson was ordered through ************ and sent by Dyson.

  

  Business Response

  Date: 03/04/2025

  Hello,
  
  Thank you for contacting Dyson. 
  
  We do apologize for any frustration and confusion. The ********************* are excluded from all promotions and exclusive pricing is only available for licensed cosmetologists and stylists. Further details are included in the link below.
  
  *************************************************************
  
  We ask that the customer work with our customer support team with any further questions or concerns. They would also be happy to assist in placing an order.
   
  Dyson*****

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23006740
  
  I am rejecting this response because: they ignored that they say A network of Nural sensors automatically adjusts airflow and temperature to enhance shine and help protect scalp health.
  Maintains a comfortable temperature, for gentle up-close drying. when it does not work when you use the curl attachment. This is deceiving as the nural has no enhancement for the curl attachment.  The inconvenience I will have because this is wrong. I have to pack it up and mail back to *************. if I knew this upfront, I would never have purchased the Nural
  
  Sincerely,
  
  Perl ******

  

  Business Response

  Date: 03/04/2025

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

  Dyson provides this information on the Supersonic Nural product page: *********************************************************************************************

  Specifically stating: A Hall sensor recognizes each attachment as you use it and remembers your preferences. It then automatically adjusts to your go-to settings.

  In-use conditions may affect experience of pre-set temperature. Attachments compatible with Scalp protect mode: Gentle air attachment, Styling concentrator, Smoothing nozzle. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23006740
  
  I am rejecting this response because: you are selling on ************* and that disclosure is not stated on their site. You need to correct that. I will be returning it to ************* and based on this experience with you, I will not buy your products again. no need to answer me again
  
  Sincerely,
  
  Perl ******

• Initial Complaint

  Date:03/01/2025

  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.

  Initial transaction date 10/31/24 Order number ******** Payment $502.89 I bought a Dyson professional hair dryer (as a licensed professional cosmetologist) which stopped working on 12/12/24. I activated the warranty and sent my hair dryer back. **************** said Id receive my new one in 3-5 business days. After 5 days I inquired about where my machine was, I was told that it would now be 5-10 business days. At the 10 day **** I called again and was told it could take 18 business days. Leaving me no machine with which to work for WEEKS. I finally received my replacement machine the first week of January. MY SECOND MACHINE stopped working on 2/24/25. LESS THAN two months after getting it. I called customer service and they offered to send me yet another machine after they receive the second broken one. I refused this option since the product clearly doesnt work and is not worth $502. I want my money back because this product is c*** and they will not listen to reason. I refuse to keep sending a hair dryer back every 6 weeks and waiting for a new one for weeks in perpetuity.

  

  Business Response

  Date: 03/03/2025

  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 though Dyson. Outside of the return window, products are covered under the limited warranty. As customer's purchase was made October 31, 2024, we would be unable to honor their request for a return for refund. The purchase is however covered under the limited warranty and an exchange has been offered to provide a replacement under the warranty terms. 

  Power issues are typically due to lack of maintenance. Filter maintenance is extremely important to keep the Supersonic r working optimally, especially with the high demands of a fast paced salon. Customer can follow the steps in this video to help maintain their machine: *************************************************;

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23006177
  
  I am rejecting this response because:

  I perform filter maintenance as directed. This is not user error. I will not accept a THIRD machine and be out a dryer for three weeks again which AFFECTS MY LIVELIHOOD. And if that machine breaks AGAIN after 5 weeks then what? Theres a pattern here. Its a bad machine and its insanely expensive for this many issues to have arisen within just a few months. I want my money back. I will not accept any other outcome. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/03/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, a return order has been created with confirmation number 1652822908. The owner can take the machine to any *** Store location, provide the order number as the reference number and *** will pack and ship back to Dyson.

  Once delivered, it will be inspected and processed as returned. Our expected turnaround time for this is up to 15 business days. Once processed as returned the refund request will automatically trigger the refund to process.

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

  Customer Answer

  Date: 03/04/2025

   
  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:02/28/2025

  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 asked for them to resolve an issue with my vacuum they called me nasty things and they wont take responsibility

  

  Business Response

  Date: 03/03/2025

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

  We have reviewed customer's account and see that they reached out reporting runtime issues and issues with smell from filter. A replacement battery was ordered and delivered February 27, 2025. 

  The filter does not produce odor, but can retain odor due to material being picked up. This is not a manufacturing defect but rather a maintenance issue. Dyson's warranty covers manufacturing defects and excludes wear and tear, accidental damage and maintenance. If customer is experiencing an odor from the filter, we would recommend more frequent maintenance. Machine maintenance can be seen here: **********************************;

  Finally, the customer was requesting compensation. Customer was previously provided two accessories as compensation. No additional courtesies would apply. If customer would like additional parts or accessories, outside of the warranty, those would be chargeable. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23005569
  
  I am rejecting this response because: I wasn't helped properly if you don't fix this I will get my lawyers.
  
  Sincerely,
  
  Arya ****

  

  Business Response

  Date: 03/03/2025

  Hello: 
  
  
  Thank you for contacting Dyson.

  The customer has requested compensation. Customer was previously provided two accessories as compensation. No additional courtesies would apply. If customer would like additional parts or accessories, outside of the warranty, those would be chargeable. 

  Dyson considers this claim resolved. 
  
  Thank you,
  
  Dyson, Inc. 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23005569
  
  I am rejecting this response because:
  
  Sincerely,
  
  Arya ****