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

  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

• 

  Dyson, Inc.

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

  

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:02/25/2025

  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.

  On December 16, 2024 I reached out to Dyson as my Dyson *** 5 Detect vacuum had its cleaner head fall apart and after some back and fourth discussions and me sending them pictures, they agreed on December 17 that they would be replacing my unit as the cleaner heads were not in stock. They asked me to confirm my address and whether or not I would need a box to ship the unit back and I followed up with yes please send a box. On December ************************************************************************************************************** the upgraded version of the vacuum, the Dyson ***5 Detect Absolute. They then asked again if I would need a box and I replied yet again with yes. Later that evening i received another email providing me with an exchange order number (**********). I finally received a box shortly into the new year (2025) and proceeded to pack the damaged unit up with all of its parts and took it to the closest ***************. When I dropped it off they provided me with the tracking number (************) which I then provided to Dyson via phone. I was explained that this return process can take up to 15 business days, but after waiting till the end of January I went back into the Purolator as I was being told by Dyson that they did not receive it. I confirmed with ********* that they indeed did receive it and that ********* had received a signature upon delivery (January 9, 2025 @ 9:52am). Over the last number of weeks, I have spoken to multiple customer support representatives and keep being fed the same lies. You should receive a tracking number within the next ***** hours. I've called every week and am told the same thing every week. Except two week sago when I was told by a manager that they are doing warehouse inventory and that I would have to wait until this is competed. Last week I received a call from someone in *********** that appeared as if they were going to help, only to never call back or follow up. I have all the emails as well

  

  Business Response

  Date: 02/27/2025

  Thank you for contacting Dyson,

  We apologize for any inconvenience this may have caused. As Dyson Canada is a separate entity from Dyson US, we would encourage our owner to follow up with Dyson's Customer Support Team in ****** or submit a complaint through the appropriate Better Business Bureau platform.
  
  I do apologize we are unable to assist further at this time.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22989464
  
  I am rejecting this response because: I have been in contact with Dyson Canada and have gotten zero response from anyone there. Any time I contact any Dyson customer support I am sent to the overseas customer support team. You have two customer support service numbers that go to one team overseas. I can literally pick up the phone right now, call the Dyson customer support number on either the Canadian website or the in the emails from Dyson support I have provided and get the same team members. At the end of the day, Dyson has received my defective vacuum and assured me they would be shipping me my replacement and still have not. This is not acceptable customer service especially as we have far surpassed the agreed upon return time, that is in fact a binding agreement.  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/28/2025

  Thank you for contacting Dyson,

  We apologize for the frustrations experienced by our owner. As mentioned, Dyson Canada and Dyson US are separate entities. While we do understand that our owner is upset with the services provided by Dyson ******, this would need to be addressed with Dyson ****************************** ************************. Alternatively, our owner can submit a complaint through the appropriate Better Business Bureau platform to be addressed by Dyson Canada.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22989464
  
  I am rejecting this response because: I again spoke with "Canadian Dyson Customer Support" last night and guess what they did, handed me off to a representative in *******, *** who then in return provided me an **************..... Dyson email last night and I asked to confirm, "so I am sending this to your us entity" and they confirm I was. So please explain to me, how does one who is simply trying to get in touch with someone who works for Dyson ******, always end up getting someone outside of ******. You can try and spin this as much as you want, but the facts are the facts. Also, I must be misinformed, but I am pretty sure the BBB operates in both *** and *******
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/24/2025

  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.

  I purchased Dyson V15s Detect Submarine? Absolute machine on January 13th, 2024. However, when I received the item, the wand was damaged. I immediately called the company and through a video call the representative of Dyson verified that the machine, still in the box, was indeed damaged. Now, here comes the issue. They told me that they didnt have a spare part to send me so they can put me on a wait list and once they receive the part they would send it to me. A few months passed and no call. So at this point I was stuck with a +one thousand machine that was damaged. I called again and still no spare part, after sending them various emails throughout the year I finally decided to send the machine back so they can send me a new machine (incredible that they cannot send a machine first). As soon as they received my machine, I received a confirmation number for the shipping of the new machine, however the confirmation never worked, I got a page does not exist message. I waited over two weeks and called them again. Now they say they shipping got cancelled due to a technical issue and I should receive the new machine in another 10 Days. I called the customer representative number and after speaking with a lady for 5 minutes she told me she had to put me on hold for 3 minutes 10 minutes passed and then she hung up so at this point Im down over a thousand dollars and have no news of the machine which I should received over a year ago,

  

  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 customer's account and see that an error prevented the original exchange from processing. This was resolved through a new exchange order and the replacement was delivered to customer February 26, 2025. At this point, we would consider the issue resolved through the warranty replacement. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 02/28/2025

   
  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:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson cordless vacuum from QVC and went on Dyson website to get 2 years warranty, but the number I have on the back of the battery pack did not match. The same number is on a decal on the flap of the box the vacuum was in. I sent pictures to ****** *******, customer service, at **********************, and I have not heard anymore from him. I sent pictures February 22 and 23. I talked to ***, and they were of no help. If this vacuum does not get a warranty, then Dyson needs to reach out to *** and give me a refund. If the numbers are not correct, then someone put the wrong decal on the battery pack. Somebody needs to be responsible.

  

  Business Response

  Date: 02/26/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences experienced by our owner. Once a machine has been manufactured it can take time for the serial number to be updated within **********************'s internal systems. In the event a unit is sold before all of that information has uploaded, the system will be unable to populate the unit's details and prevents registration.

  In the event this occurs, machines can be registered with our Customer Support Team via phone or online chat. While we do see that our owner has been in contact with our Customer Support Team, we have been unable to locate the emails our owner has provided.

  Based on the details included within the complaint, we have registered the unit for our owner but will require a proof of purchase to activate the warranty. If our owner can provide a copy of the receipt and or screenshot of the transaction, we will be happy to make the necessary adjustments. 

  Sincerely,
  Dyson Inc.

• Initial Complaint

  Date:02/24/2025

  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.

  A duplicate order was placed due to an error with ordering through Dyson's website. The website displayed an error on the initial purchase so the purchase was made again.Two orders were received and I was charged twice.I initiated refunds for both of these ********** refund has been made, the other has not.There have been phone calls as well as multiple emails regarding this issue.Dyson's support gets confused on which order this is complaint is in relations to and has been unable to initiate the refund. (see February 8th email confirming that a refund is to be made)

  

  Business Response

  Date: 02/26/2025

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

  We have reviewed customer's orders and see that one order has been successfully refunded. The second order had a delay due to an error on the return order. While we have attempted to refund this order, we were unsuccessful due to a dispute filed by the owner through their financial institution. At this time the transaction is locked by the financial institution and the dispute will need to be closed and finalized by the financial institution before additional assistance can be provided. If closed in favor of the customer, the refund will be applied through the chargeback process. If closed in favor of Dyson, we would be happy to resubmit the refund. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:
  

  Dyson should be alerted that I have been in contact with the financial institution to remove the dispute. Dyson will need to attempt to reissue a refund.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

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

  Customer Answer

  Date: 03/12/2025

   
  Complaint: ********
  
  I am rejecting this response because: This is a follow up to complaint #******** I have attempt to get in contact with support via email two more times over the past week and have not received a response. Given how long this process has taken for a single refund of a returned item, I would like to remediated as soon as possible. We are approaching half a year and this has taken a significant amount of time. I would like to stop thinking about this.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 03/12/2025

  Thank you for contacting Dyson,

  We apologize for the frustration our owner is facing. Based on Dyson records and as indicated in our prior response, Dyson is unable to provide a refund on the second order as there is an open dispute with the owner's financial institution. When a dispute is in place, the transaction is locked, and we are unable to adjust it until that dispute has been closed.
  
  In order for Dyson to provide any form of refund, the dispute would need to be cancelled by the owner or closed in favor of Dyson by the owner's financial institution. In the event the dispute is closed in favor of the owner, the refund would be provided via the chargeback process. 
  
  We will be happy to assist the owner further once the chargeback has been resolved or closed.
  
  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22984491
  
  I am rejecting this response because:

  The dispute was previously canceled with my financial institution per your request from the previous BBB complaint. However, your team was still unable to initiate a refund after countless attempts at getting in contact with them.

  If I were to remove the dispute again, you would not issue a refund and I would lose another week and hours of my life chasing down $400. 
  

  Please make an effort to settle this with my financial institution or mail me a check for the full amount. At this point, your responses or your customer support cannot be trusted to settle this.
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/13/2025

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

  Once the financial institution makes a determination on the dispute, they must finalize and close the dispute, which will remove the freeze on the transaction and allow a refund to be processed. Refunds can take 10 to 14 business days to complete. Once completed, it may take 1 to 2 billing cycles to post to the customer's account. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising 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 product through ****** (an authorized dealer). The machine has had several issues that warrants 2 replacement parts. After providing receipts, video, and picture evidence of the defects. Dyson agreed that there is a defect. However, they are refusing to honor their 2 year warranty.

  

  Business Response

  Date: 02/26/2025

  Hello, 
  

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

  Dyson offers a 2 year limited warranty on cordless vacuums when purchased through an authorized retailer. ****** is a marketplace, with items being sold by both ****** and thousands of resellers. While products sold and shipped by ****** are covered under the warranty, the proof of purchase provided by the customer shows this was purchased by a reseller on ******, "MallStop". 

  MallStop is not an authorized Dyson retailer and purchases through this seller would be considered unauthorized, secondhand purchases, carrying no valid warranty. As we have confirmed the warranty is invalid through the proof of purchase the customer has provided, we are unable to offer further assistance outside of troubleshooting. Parts and repairs would be chargeable, and the unit is not eligible for exchange. We would recommend customer work with the retailer they purchased the product through for further assistance. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:02/23/2025

  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 V11 vacuum in 2021, in that time the same part has broken on the head of it 3 times. From what *** seen online this is a clear design flaw or planned obsolescence on the companies part. For a $600 vacuum its incredibly poorly designed and constructed. Im trying to purchase a replacement part for it and its currently out of stock and they have no idea when its going to be in stock. So theyre selling a product they know will immediately break and preventing their own customers from fixing it. Leaving them with a $600 brick. Theyre incredibly scummy in their business tactics and the way they respect their own customers and dont offer any assistance with their own faulty products. The ** rep *** been dealing with, Aditya, has been especially useless, condescending and rude, I cant even tell if shes a scripted bot or not and Im fed up trying to get anything resolved through their regular channels.

  

  Business Response

  Date: 02/26/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. In review of our owners product details, the necessary part is currently out of stock with no estimated date of replenishment.  Our sincerest apologies for any inconvenience.
  
  We have set our owner up to receive notification once the part becomes available.  Once received, our owner should contact Dyson support to place their order.  As our owners machine is out of warranty as of December 2023 this replacement part will be chargeable to our owner upon purchase.
  
  Thank you.
  
  Dyson,Inc. 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22980883
  
  I am rejecting this response because:
  
  

  This vacuum isnt even 3 years old and its already had the exact same failure two times now. If you look online almost every single V11 owner suffers the same issue. You dont stock the part because its in your interest to have your customers have to resort to purchasing a whole new vacuum instead. Ive seen online that this is a MASSIVE issue with this model yet you cant even keep this simple piece restocked. This is borderline criminal behavior and you deserve to be held accountable for selling a known faulty product at such an exorbitant price. What am I supposed to do with this $600 vacuum I purchased a few years ago while you restock the item? Use it as a paperweight? If youre going to sell a broken product to your customers you can at least do them the favor of having the parts available when it inevitably breaks. What will it actually take for your company to care? A class action lawsuit? I expected to get more than a few years out of one of the most expensive vacuums sold on the market and your answer seems to be, sorry it broke, sorry you cant fix it, not our problem. Have you ever had any customer purchase another product after the first one with this type of business model?

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

  

  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 customer's account and see that the cleaner head is available and an order is currently processing. Once shipped, customer should receive an automated email with tracking. Please note, parts can take 5 to 7 business days to ship.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22980883
  
  I am rejecting this response because:
  
  What do you mean a head has shipped? Ive been I contact with CS for the last week and the only thing theyve told me is to order a new part and that the parts out of stock. Theyre just copying and pasting the same message when Ive been asking them for a supervisor. No one has told me anything out side of that.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/22/2025

  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.

  Complaint Against: Dyson *** Complainant: ****** ******** ******* Email: ******************** Order Number: ********** (Ordered as a gift from my husband, **** *****: ********************************)Case IDs: ******** / ******** Exchange Reference Number: ********** I am filing this complaint due to the poor customer service I have received from ********************** *** regarding my Dyson Airwrap replacement.After my Airwrap malfunctioned, I followed all instructions to return it and selected a different color, as my original was out of stock. Dyson received the faulty unit on January 24, 2025. Their policy promises a replacement within 18 business days. As of today, February 22, 2025, I have not received the replacement or a tracking number.Since February 13, 2025, I have contacted Dyson multiple times and was repeatedly told to wait ***** hours for an update. Despite constant follow-ups, I am still waiting.On my most recent calls, I requested a supervisor but was told none were availableshowing a concerning lack of accountability.I also want to clarify that I do not want a refurbished unit. I expect a brand-new replacement, as originally purchased. I am aware of multiple customer complaints about ********************** sending refurbished units without consent, and I want to avoid a similar situation. My Requests:- Written confirmation explaining the delays and steps being taken to resolve this issue.- Expedited shipping for a brand-new replacement with immediate tracking details.- Compensation for the inconvenience, in the form of a product or gift card.- An immediate refund of my original purchase if the replacement cannot be sent promptly so I can buy the unit myself.I believe Dyson has failed to uphold its customer service standards, especially for a product that costs over $600. I expect this matter to be escalated and resolved promptly.Thank you, ****** ******** *******

  

  Business Response

  Date: 03/04/2025

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

  After completing an investigation, we determined the delay was caused by the label being damaged, preventing our warehouse from processing the return. As we have confirmed the original machine was received, we are working with our processing team to proceed with the replacement unit. From this point, it can take up to 18 business days for the replacement to be received. We have also extended the warranty by 2 months to replace the time lost while the customer was awaiting the replacement. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22976813
  
  I am rejecting this response because:

  DEAR DYSON TEAM: 

  I appreciate your response, but I am rejecting this resolution because I find it unacceptable that I have to wait an additional 18 business days due to an issue caused on your end. From the beginning, Dyson has acknowledged that the original machine was received, yet the replacement has not been expedited.
  Since this delay is due to an error in your processing, I expect Dyson to take responsibility and prioritize the shipment of the replacement immediately. This situation reflects poor management, and I urge you to resolve it as soon as possible.
  Please provide an update on how this can be expedited. I look forward to your prompt response.
  Sincerely,
  

  ****** ******** *******
  
  

  

  Business Response

  Date: 03/04/2025

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

  Once a unit is confirmed in our warehouse, Dyson works to process and ship all orders in the order received. While an exchange can take up to 18 business days from this point, it may be quicker. The timeframe provided is to allow for processing, packaging, shipping and any delays that may arise due to inventory or courier. The customer's order is processing and will ship once it has been prepared. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:02/20/2025

  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 v15 Detect from Best Buy less than two years ago, and a simple part broke off of it. The part seems to be a common issue on these vacuum and is the V-Ball Wheel. Unfortunately it is not a simple repair after doing some research, so I reached out to Dyson's customer support. I figured this was a relatively straightforward problem with an easy solution, after all on their own website their warranty reads:"The Dyson Warranty. All Dyson machines come with a hassle-free warranty. * This includes the repair or replacement and ongoing support of your machine..." Their asterisk for the "hassle-free warranty" should be updated to reflect how poorly this company treats its customers in 2025. I contacted support and they acknowledged the unit is in fact under warranty, but that the specific vacuum head is currently out of stock. They instead let me know they could exchange the entire vacuum for a brand new unit, though it wasn't the exact same model. That sounded fine to me as a resolution. But the only way to initiate the exchange is for me to first purchase my own shipping box and send in my unit myself. Only after the unit is confirmed as delivered to their warehouse will they even begin to process my exchange. The entire process is estimated to take 18 days after the receive my vacuum. That is a long time to be without a cleaner when you add on the days that it will take for it to ship to them. Already, not an incredibly "hassle-free" way to resolve an issue and honor their warranty. Before confirming with their agents, I do some more research and find hundreds of complaints and reviews citing that Dyson simply never replaced units, ghosted their customers and left them high and dry. I've tried to elevate my ticket to higher on the team to no success. The kicker is I live <5 miles from a Dyson store but they won't let me simply process the exchange physically in store. I am looking for an agent to contact me with a real resolution.

  

  Business Response

  Date: 02/25/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. Following our exchange process, the malfunctioning unit must be returned prior to shipment of a replacement.  Our sincerest apologies for any inconvenience. 
  
  Should our owner wish to proceed with the exchange they should contact Dyson Support for next steps.
  
  Thank you.
  
  Dyson,Inc. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22969928
  
  I am rejecting this response because: 

  Your response lacks any real sort of care for your customers and does not address the fact that your claim of a "hassle-free warranty" is a lie. Being without a vacuum for over a month is not the definition of hassle-free, and regardless of your policy there are other methods of managing returns and exchanges for repairs. 
  
  If you wanted to uphold your warranty promise and your goodwill to your customers, you would either instill trust in them to return their old units after receiving their replacements, or simply require them to provide their credit card information in advance of you sending out replacements as collateral in the event they do not return the originals. 

  I still would like to speak to someone at the company who might actually care enough to make this right. 

  Sincerely,

  
  **** ******

  

  Business Response

  Date: 02/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Due to Dyson exchange policy, we are unable to ship a replacement before the return has been returned, inspected and processed at the Dyson return center. 

  We sincerely apologize for the inconvenience. 

  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:02/20/2025

  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 detect V 15 Pro at the beginning of February. On February 9, the vacuum head is no longer working so I called to troubleshoot I was told they could give me a replacement part which was on backorder or an entire new machine. On February I called back to say I just wanted the replacement part as I cant be without a vacuum because I have a dog. I called back today, February 20th to understand where my part was. Ive spent over an hour on the phone and theyre only answer is to send back the entire machine which will leave me without a vacuum for over a month when in the same amount of time I can just get the replacement head and And still use the vacuum that I have with the crevice tool and the smaller head. This is absolutely ridiculous. Theyre not standing by their brand new machine. You cant ask a customer to be without a vacuum for now its been 10 days and then an additional 10 business days. All I want is the replacement part. And they dont seem to wanna stand behind that product as I am not taking a non-professional vacuum as a replacement

  

  Business Response

  Date: 02/25/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences and frustrations experienced by our owner. As the necessary part is out of stock, Dyson would not be able to provide it to our owner. An exchange was offered as a courtesy due to the part not being available.
  
  While we do understand that the exchange process can take some time, as we do not have an estimate as to when this part will be available, the exchange would be a quicker resolution for our owner.

  Based on Dyson records, our owner has contacted our support team and was provided with contact information to a local Dyson ************** to see if the part is available there or if the damaged part can be restored. If they are unable to assist, our owner was advised to follow up with our leadership team to address the offered exchange. 

  At this time, we would encourage our owner to proceed accordingly and follow up with our Customer Support Team as needed if the ********************** ************** is unable to assist.

  Sincerely,
  Dyson Inc.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22967192
  
  I am rejecting this response because this is a brand new machine that is a professional version that theyre expecting me to give up to compensate.ive spent a lot of money on this vacuum cleaner and dont want to send it back to get what I couldve purchased at the store. Its not an apples to apples trade, and Id love to understand why they cant just send me a cleaner head from a vacuum that they have in stock.

  I thought that buying a Dyson it was a quality vacuum, and I threw out my old vacuum. Now theyre expecting me to wait with no clear date of when this part is going to be replenished into their inventory.

  I did speak to the repair center in my area who informed that they do not have this part in their inventory and havent since last year. They shared that this is a high demand replacement part. This is troubling to me as this issue has been lingering for a while, and theyre still selling vacuums that they know are defective. And are not showing in good faith that theyre gonna take care of the customers who they know purchased a vacuum with a known bad parts  

  Their vacuums are so expensive and they need to stand behind them. I will only accept a replacement vacuum for the pro model that I have or a replacement cleaner head nothing more nothing less. 
  

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

  

  Business Response

  Date: 02/26/2025

  Thank you for contacting Dyson,

  We apologize for any frustrations and misunderstandings experienced by our owner. There are no known faults or defects with this part that cause it to fail. Failures of this part typically stem from wear and tear or a lack of maintenance, which are not covered by the Dyson warranty and can lead to lower availability of the part due to demand.

  The variations of the Dyson V15 Detect are based upon the accessories, attachments, and price points of the units. Based on Dyson records, our owner was offered an upgrade to the Gen5 Detect due to their experience. If our owner would like an identical model to what they currently have, we would encourage our owner to review the technical specifications listed on ************************** at their leisure and select from the available Dyson V15 Detect models. 

  Alternatively, our owner is welcome to wait until the specific part or unit have restocked, however we do not have an estimate as to when that will occur and would encourage our owner to complete the offered exchange for a quicker resolution.

  Sincerely,
  Dyson Inc.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Dyson Customer Support,I am reaching out to formally express my frustration regarding the delay in my warranty replacement. I purchased a Dyson product for $500, expecting quality and reliability. Unfortunately, it stopped working within a year, and I initiated a warranty claim as advised by your customer service team.Per your instructions, I returned the defective unit in its original packaging, and tracking confirms it was received at your facility on February 7, 2025. I was originally informed that a replacement would be shipped on February 10, 2025, with an estimated delivery of 1014 days. However, that timeframe has passed, and I am now being told the replacement has not even shipped and that the new estimated processing time is 18 dayswithout any tracking information provided.This ongoing delay is unacceptable, especially considering the significant investment I made in this product. I expect immediate action to resolve this matter. Please provide a definitive shipping date and tracking number for my replacement. If the unit has not yet shipped, I urge you to expedite the process to avoid further inconvenience.I appreciate your prompt attention to this matter and look forward to your swift resolution. Please confirm receipt of this email and provide an update as soon as possible.

  

  Business Response

  Date: 02/25/2025

  Thank you for contacting Dyson,

  We apologize for the inconveniences experienced by our owner. Based on Dyson records, our owner contacted us in early February and was advised on February 8th that the package had just been received by our warehouse on the 7th, and the replacement should arrive to her within 18 business days.

  Tracking numbers are automatically provided via email once the replacement unit ships out to any email address we have on file. Based on Dyson records, the replacement unit shipped out under tracking number 1Z58333F0330936496 and was delivered on February 25th.

  If our owner encountered any issues with the replacement, we would encourage them to follow up with our Customer Support Team and they will be happy to assist further.

  Sincerely, 
  Dyson Inc.