Complaints

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

close

Find a Location

Dyson, Inc. has 12 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dyson, Inc.

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

  
• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson

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

• 

  Dyson Service Center

  14833 N Dale Mabry Hwy Tampa, FL 33618-2027

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: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 ****

• Initial Complaint

  Date:02/28/2025

  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 purchased a Dyson vacuum cleaner on online and received the purchase in mid December. I opened it on Jan 10, 2025 and found the vacuum cleaner attachments were missing and not the same as shown in the manual booklet. I had a video call with Dyson *** on Jan ******* and we video walk through all the parts, showed her what was in the box as compared to the booklet and she agreed the shipment was missing parts, So she issued a return shipment and ***lacement order. Order exchange#: **********. I returned the vacuum via *** (unused new vacuum - the only thing I did was open the box) on Jan 18, 2025 tracking #1Z2Y55899091969498 via *** with the understanding that the ***lacement vacuum will be ship to me within 15 days upon receipt. On Feb 3, 2025 - I called Dyson again and was told that they confirmed receipt of the vacuum on Jan 25. Dyson has not released the ***lacement because it was not 15 days yet. case #******** On Feb 24, 2025 - I called Dyson again to ask abt the status of my ***lacement and they could not find information on this return. After 1 hour and 20 mins on phone with the Dyson ***, I had to give her the tracking #, order # for her to track this down and she confirmed the ***lacement is not yet shipped. Case #******** I am really disappointed with this process. The purchase that was shipped to me contained missing parts. I took measures to return for ***lacement and it took Dyson too long to ship my ***lacement. Today is Feb 28, it has been 6 weeks after I shipped the unit back. At this point, I do not want the ***lacement anymore. Dyson should refund me the entire purchase price in addition to some compensation for my time tracking the ***lacement down. I spent a couple of hours on the phone with the ***s in different times. I hope BBB can assist me in resolving this case, Thanks *******

  

  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 exchange order and identified an error that prevented the replacement from processing. This has been resolved and the replacement is now processing. Once shipped, customer should receive an automated email with tracking. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23005145
  
  I am rejecting this response because: It has taken too long to for Dyson to identify the error within their organization and ship the ***lacement unit.  I no longer have a need for this ***lacement.  Please issue a full refund and compensation for my time taken to track this down and doing the work that should have been done by Dyson. They have acknowledged it was their error in delaying the shipment of the ***lacement unit.  I was on call with Dyson **** 3 times for this purchase and return.  The last call was on 2/24/25 for an hour and 20 mins.  The *** was unable to to track the returned shipment and gave me the run around until i produced the tracking #.  All in all,  I would have been on call with Dyson for at least 2.5 hours.  It was a waste of my time.  

  I am disappointed since I have a love for Dyson products.  I am a diehard Dyson fan and have owned 2 older version vacuums and a hairdryer. 

  I hope Dyson makes this right and issue the refund + compensation for my time.  Please do NOT send me the product as I no longer have a need for it since it has taken over a month to ***lace my return. 

  
  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 Refund request has been submitted successfully with reference J3R6QMFD6WKXTCG6.

  Please notify the customer that refunds can take up to 10 business days. The refund can also take up to 2 billing cycles for the transaction to be apparent on their monthly financial statements. 

  If the taxes do not appear on the refund invoice, they will be returned in whole. This is a billing statement that does not include tax.
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 03/05/2025

   
  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: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.

  Issue started 9/18/24 I called customer support as I have a ***********, long story short it is defective having multiple issues. The representative told me its under warranty and would be replaced. This was on 9/18/24z Said he would send a new one since its in warranty and a box to send the old one ******* is now Feb 27 2025!Ive contacted them many times with no response. Absolutely no contact back from them whatsoever. I had thought maybe with holidays it was busy. Feb 7th I got a random generated email saying the machine has been shipped. Tracking link doesnt work **** says it doesnt exist) I just want a working vacuum. I paid over 1k for this vacuum and hasnt work since September! I bought it 7/16/23!Please send me the replacement. Ive patiently waited with no response from anyone!!!!

  

  Business Response

  Date: 02/28/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  
  We are sorry to hear of the owner's concerns.  After review of the account, a replacement order has been created to replace the original. The order confirmation number is 1652805535.

  Please know, once the order completes processing and ships the owner will receive an automated email with the shipping details and tracking number. 

  Delivery can be expected within 3-5 business days. 

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

  Customer Answer

  Date: 03/03/2025

   
  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:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Not sure exactly how to answer if it occurred in the last 12 months- trying to solve the issue for 15 months as of now. I purchased Dyson Air Wrap in Blue/Blush Color (Serial number **************** on **********. Order number- I believe the number was **********. But, I am sure of order date. It worked for about 1 month and began problems on 1-30-24. I have an email showing I did the trouble shooting and I was also told in this email by Dyson that warrantee was through 11-28-25. They said they did not have the same color in stock or any that I liked so I opted to wait until stock improved. I kept waiting and there many emails back and forth about if other colors were in stock and if I could exchange. Finally, on 11-17-24 they sent return label and I settled for another color (Tracking 1Z2Y55899096574262 **** my defective product arrived 11-22-24 to DYSON. There was no communication or replaced product sent. Multiple calls and many hours on the phone later without receiving the promised emails or products promised. I have been told the replacement was shipping multiple times. Now they are claiming the serial number on return does not match original purchase, which has to be a mistake because I 100% retuned exactly what was purchased from **************************. I am beyond frustrated- spent $500+ and they need to make this right. It is absolutely unacceptable. My mother has been helping me through this process because I am 16 and worked very hard to save for this product. We are not people who are dishonest and would never take advantage of a company. We feel this is unjust and wrong for them not to stand behind their product and to essentially have stollen $500+. This need to be corrected. *There are copies of all emails an purchase price but not sure you need all of that. Please let me know if you need us to send all of it. There are a lot!

  

  Business Response

  Date: 02/27/2025

  Thank you for contacting Dyson,

  We sincerely apologize for the inconveniences and frustration caused to our owner. 

  While we can confirm that notes on the account indicate the incorrect serial number was received, the owner's original unit is showing as scanned in and received at our warehouse. While we are still investigating the exact cause, it appears there was a mix up with the outbound replacement unit, in which it was scanned as a returned item causing the discrepancies. 

  We will reach out directly to our owner to assist in providing them with their replacement and expedite as much as possible.

  Sincerely,
  Dyson Inc.
  
  

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 17th 2024 I ordered a Dyson gen5outsize vacuum cleaner through their online store. I received the order on Nov 20th 2024. I had accidentally ordered the wrong product and I submitted a return request on Nov 20th which wasn't processed and another one on Nov 25th for which I received a *** shipping label. I shipped the the unopened product back through *** on Nov 27th 2024 and ************ showed that it was delivered on Dec 3rd 2024. The reimbursement for the package was never initiated. I called Dyson a total of 5 times on the dates Jan 8th, Jan 11th, Jan 13th, Jan 17th and Jan 30th. Dyson customer service was only gave me partial information through the 5 times I called them. They mentioned that their system did not reflect that they had received the item and that they needed to take inventory multiple times before finally telling me that I had to file a claim through ***. When I tried filing a claim through *** the claim was denied as it was not submitted within 60 days of the delivery date. Dyson failed to reach out to me in time and the claim window has now passed.

  

  Business Response

  Date: 02/27/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences and frustrations experienced by our owner. While the package from our owner does show it had been delivered to Dyson, based on Dyson's records the unit had not been scanned in at our warehouse.
  
  Often times this will occur if the item is missing components or was incorrectly scanned in. Upon our review, despite the unit not showing as received, all indications point to this being an error on our behalf. We have initiated the refund for our owner which should take between 5-7 business days to finalize but may take up to 2 billing cycles to reflect on our owner's statements. We would encourage our owner to follow up with their credit card company to confirm receipt after the allotted, 57-day period.

  Our owner is welcome to follow up with our support teams as needed for an update on the status.

  Sincerely, 
  Dyson Inc.

  Customer Answer

  Date: 03/02/2025

   
  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,
  
  ****** ***** Pottangadi

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 25, 2025, I reached out to Dyson's customer service seeking assistance with a vacuum repair, during which our conversation eventually shifted to the promotion of a new vacuum being offered at a considerably reduced price. The representative I spoke with presented this opportunity enthusiastically, and while I found the deal appealing, I explained that I needed to consult with my wife before making any decisions. The representative informed me that in order to secure this discount, he would require my credit card number to confirm the availability of funds, which I hesitantly provided.After discussing the offer with my wife, I decided to forgo the purchase. I promptly called Dyson back to cancel the order, only to be told by another gentleman that cancellation was not an option. This was frustrating, as I had just spoken with a different representative a mere 20 minutes prior, who had assured me that it was possible to cancel. When I reiterated this to him, he maintained his stance and adamantly stated that it was not feasible to cancel the order at that point.Curious about the status of the order, I inquired if it had already been shipped or processed, and to my relief, he confirmed that it had not yet been processed or shipped. Given this information, I expressed my disbelief at the situation, emphasizing how unreasonable it was not to allow cancellation, especially when the order had not moved forward in any capacity. Seeking resolution, I requested to escalate the matter to a supervisor, only to have him abruptly end the call instead of assisting further.Feeling frustrated and concerned about the potential charges, I subsequently contacted my bank to halt any payment that may have been processed for this order. I felt compelled to bring this experience to your attention, I believe the actions taken by the representatives were not only unprofessional but also demonstrated a troubling disregard for customer rights and ethical business practices.

  

  Business Response

  Date: 02/27/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. After review of our owners call, our owner initially offered to give his credit card information, to which our agent replied this information is not necessary and our agent advised a secure link will be shared to make payment. Our agent shared this link, and our owner proceeded to make payment and advised our agent once complete. We certainly understand our owners concerns and this call remains under review.
  
  Per Dyson terms and conditions, once an order is placed and payment is secured, we cannot cancel the order. The machine purchased has shipped and is estimated to arrive Monday, March 3rd. Should our owner still want to cancel this purchase they can refuse delivery, or they can accept delivery and contact Dyson to initiate a return.
  
  Thank you.
  
  Dyson,Inc. 

• Initial Complaint

  Date:02/26/2025

  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 mailed back my Dyson vacuum per Dyson request and its been over 1.5 months and 7 phone calls and they have not mailed back my replacement vacuum. I have the tracking number showing delivered and my exchange number is below. Every time a call they say oh its in the mail, wait 48 hours and the tracking number will be emailed to you. That was 4 phone calls and 2 weeks ago. Still no replacement vacuum was mailed. Every time you call you get a foreign call center and wait on hold over 30 mins.

  

  Business Response

  Date: 02/27/2025

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

  We have reviewed the order and see that the delay is due to stock availability. We have updated the order to the newer version of customer's Outsize vacuum and are working with our warehouse to ensure shipment. From this point, it can take up to 18 business days for the replacement to be delivered. Once shipped, the customer should receive an automated email with tracking. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22994146
  
  I am rejecting this response because:

  This Is the response I was given verbally when I called 14 days ago.  Still have not received any tracking or the product.  

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

  

  Business Response

  Date: 02/27/2025

  Hello: 

  Thank you for contacting Dyson. 

  We are sorry to hear of our owner's concerns.  As noted in our prior response, our owner's replacement order is currently processing for shipment.  Once shipped our owner will receive a separate confirmation email along with tracking details to follow the order.  Our sincerest apologies for any inconvenience, and we thank our owner for their continued patience.

  Thank you. 

  Dyson, Inc. 

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Dyson hair dryer for ******. Charge went through just fine. They took the money from my account. An hour later I received an email stating my order was canceled by my financial institution I immediately called my bank, no they said they did NOT cancel anything. I called Dyson customer service, several times, every customer service *** was incompetent and could not help me. They dont know why my order was canceled. Thats all well and good but I STILL DO NOT HAVE MY MONEY BACK! WHAT IS GOING ON? This was 7 days ago. Where is my money? Why are you holding it???? I will never buy from Dyson again.

  

  Business Response

  Date: 02/27/2025

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

  In Dyson's ordering process, at the time of purchase the payment method is preauthorized for the order total. The charges are not deducted from the account until the order has shipped. As the order was cancelled, no funds were actually withdrawn from customer's account. The preauthorization will automatically fall off, typically within 1-3 business days, but is based on the policies of customer's financial institution. 

  Declines are determined by our automated payment system using multiple complex factors. Due to this, we are unable to provide a specific reason why this order was declined.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Red Velvet/Gold Airwrap i.d. as a Birthday gift to myself for $646.49 as soon as I received Dysons promo text announcing its availability in the **** on 1/22/2025. The item was shipped overnight on 1/24/2025, but due to Dyson using a subpar shipping partner (GLS), delivery was delayed until 1/28/2025.Upon first use, I noticed an issue with the Airwrap but initially assumed it was user error since it was my first time using the device. After a few days, I realized the problem was not user-related but likely a faulty wiring connection, as the Airwrap would cut out when twistedsomething necessary when using attachments like the round brush.I contacted support on 1/31/2025, and was instructed to return the defective unit for a replacement. I believed I was told that a new unit would be sent within 18 business hours of Dyson receiving my return, though Dyson does not provide transcripts of live chats, so I have no record of this. I promptly packaged the item and dropped it off at a *** store that morning. Dyson received the return on 2/4/2025.A few days later, I followed up on the exchange, only to be informed that the replacement would actually take 18 business days to processnot 18 hours as I initially understood. The following week, on ********* (my actual birthday), I checked Dysons website and saw that the Red Velvet/Gold Airwrap i.d. was no longer available. Concerned, I called customer service, hoping they had reserved stock for my pending exchange. Unfortunately, I was told they were completely out of the special edition color and unlikely to restock ***** that point, I requested a refund, which I was informed could take until 2/26/2025 to process. Today is 2/26/2025, and after contacting customer service, I was told they would now reach out to the warehouse to confirm the return was received before initiating the refund. And to check back next week I feel like every time I talk to someone the date of the refund moves later.

  

  Business Response

  Date: 02/27/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences and frustrations experienced by our owner, as well as the delays encountered while processing their exchange and refund requests. In order for Dyson to provide a replacement unit or refund, the original unit must be received from our owner and scanned in by our returns team. In this instance, while the unit was received, there was a system error preventing the unit from scanning in correctly. While our returns team is actively working to correct this issue, it has not yet been resolved.

  Our owner was diligent and followed up with our customer support teams, however, as the exchange was within our standard time frames, no further investigation occurred. Based on Dyson records, the return order was placed for our owner on February 13th, per their request. When our owner followed up on the refund request, our support team identified that the unit had not yet been scanned in successfully and contacted our warehouse to confirm receipt.

  As Dyson has confirmed receipt of the unit, the refund has been issued and will take between 2-5 business days to finalize. Our owner is welcome to follow up with our Customer Support Team for an update at their leisure or confirm with their credit card company after the allotted time to ensure the refund has finalized.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 03/01/2025

   
  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:02/25/2025

  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 placed an order for a fan on February 15th directly from the Dyson website and received it on February 18th. However, the machine did not work. The first ***** I spoke with advised that the quickest way to receive an exchange was to send it back, rather than visiting a service center for repairs. However, they did not inform me that it would take an additional 18 business days after the warehouse receives the machine before a replacement would be shipped.Ive spoken to multiple representatives, and Ive been told that there is no way to expedite this process, even though this was intended as a gift. According to the supervisor, I would have to wait until March 19th for an exchange to be processed.I even offered to pay extra for expedited shipping and asked if calling daily for updates would help, but the supervisor was unhelpful, stating that daily calls would not result in any changes and that no refund would be issued.

  

  Business Response

  Date: 02/27/2025

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

  Dyson's exchange policy requires the original machine to be received and confirmed via serial number. Once the warehouse has confirmed receipt, the replacement will begin processing. From this point, an exchange can take up to 18 business days, but is typically much quicker. 

  Based on *** tracking, the customer's product was delivered to ********************** warehouse February 24, 2025, and is currently being processed by the warehouse. Once confirmed, the replacement will move to processing and shipment. Customer will receive an automated email with tracking once shipped. 

  Thank you,

  Dyson, Inc.