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

  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

• 

  Dyson Service Center

  14833 N Dale Mabry Hwy Tampa, FL 33618-2027

• 

  Dyson Service Center Creve Coeur

  12609 Olive Blvd Creve Coeur, MO 63141-6313

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

• Initial Complaint

  Date:12/27/2022

  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: 18645044
  
  I am rejecting this response because:

  In the latest online chat with the Dyson customer service agent, I specifically informed that I do not have a box for *** shipment and the customer service agent stated that the *** staff would package it for me. However, today, the *** staff charged $58.75 for this shipment (see attached receipt). Dyson should pay this packaging fee because their customer service said so. I will be satisfied when a check for this amount is issued by Dyson and addressed to me.
  
  
  Sincerely,
  
  ***********************

  ours of my time is wasted in contacting or dealing with Dyson's customer services I would like to return my Dyson product and get a refund of $469.99.

  

  Business Response

  Date: 12/28/2022

  Good Morning,

  Thank you for contacting Dyson. We apologize for the frustration.

  An exchange was created for customer and *** label sent 12/13/2022. The email would be from ***************************************. It is possible this email was routed to customer's spam folder. We have resent the email both the the email address cx provided in this complaint as well as the email address on account. Cx may use this label to proceed with the exchange. Once the original machine has been received and confirmed in Dyson warehouse, a replacement would ship.

  If customer would prefer to proceed with a return for refund, they would need to work with the original retailer. Only the original retailer can offer a return for refund. 

  Thank you,

  Dyson, Inc. 

  

  Business Response

  Date: 01/04/2023

  Hello:

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  As part of our exchange process we do offer the option to have *** assist in packing and shipping the machine back to us.  Within this agreement between Dyson and *** the customer is charged nothing up front for this process.  However,some *** locations may not honor this agreement to include third-party or privately owned *** authorized locations. 

  We advised the customer *** will assist with packing and shipment at no cost - upon payment request from *** the customer should have contacted ********************** to confirm.  The charges paid are not refundable as we do not advise customers to pay out of pocket, nor do we offer a pay and request reimbursement process.

  Thank you.

  Dyson, Inc.

  Customer Answer

  Date: 01/05/2023

  Complaint: 18645044
  
  I am rejecting this response because:

  Dyson claimed that "We advised the customer *** will assist with packing and shipment at no cost - upon payment request from *** the customer should have contacted ********************** to confirm." I have not received such advise either in online chat or in the email instruction I received for return. It is Dyson's responsibility for not providing a good instruction in the return/exchange process. It is now clear from the response that Dyson knows some *** store does not honor the no-cost assistance of packaging, therefore, Dyson should have advised the customers such case scenario in the first place. I request Dyson to reimburse the shipping cost. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/08/2023

  Hello:
  
  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  As part of our arrangement with the customer to provide a reference number to *** for packing assistance we did not provide approval, direct or implied, to proceed with any payment of packing or shipping related costs at the request of ***.  Furthermore, we did not provide approval, direct or implied, that any charges paid would be reimbursed.  The charges paid were made at the customer's discretion and are not eligible for reimbursement by Dyson.  No refund or compensation is due for this issue.

  Thank you.
  
  Dyson, Inc.

• Initial Complaint

  Date:12/26/2022

  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.

   
  Complaint: 18639966
  
  I am rejecting this response because:
  

  Dyson was clearly false advertising on the website. A banner displayed saying that any orders placed by Dec 22 would arrive by Dec 24. Also, when I placed my order on Dec 16, it stated I could receive the item by Dec 21. 
  

  In Dyson response it was stated that Customer's orders were delayed due to stock, if this was a stock issue then why was it not stated on the website as out of stock. I wouldve ordered from another place if I knew that Dyson did not have stock at the time of order. This misinformation provided by Dyson resulted in not having these items for the Christmas holiday as promised. After reaching out to Dyson customer service, it seemed as if nobody knew what was going on. I was told something different by 5 different customer service representative around these orders, none of which mentioned there was a stock issue with the item. 
  

  Overall, it appears that Dyson was falsely stating delivery timeframes for an item that wasnt even in stock. I feel like there needs to be some sort of compensation for the trouble that was gone through here, as Dyson website clearly misrepresented the order timeframe for the Dyson Airwrap. 
  
  ***********************

  

  Business Response

  Date: 12/27/2022

  Good Morning,

  Thank you for contacting Dyson. We apologize for the frustration this has caused.

  Customer's orders were delayed due to stock, however are now in transit with *** tracking 1Z58333F0138145795, which is scheduled to be delivered December 27, 2022 and 1Z58333F0238137597 which is scheduled to be delivered December 28, 2022. Notes on the account indicate the customer requested cancellation and refund. Dyson will try to intercept the packages, however if delivered, customer would need to reach out to Support to receive prepaid return shipping label. Once the items are received back in the warehouse, a refund would process.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18639966
  
  I am rejecting this response because:

   

  These terms and conditions are not displayed anywhere in the checkout process. Could somebody please direct me to where I would be able to review these terms and conditions during the checkout process? Seems extremely misleading to not have these terms and conditions present in the checkout process while posting all over the website that your items could arrive in two days. 
  
  Not to mention that every customer service representative that I chatted with said the item was in stock and that I would receive it has promised. Why would those customer service representatives not be made aware of the lack of stock and be able to make me aware upon request of my item status? This entire purchasing process was incredibly misleading from start to finish. 
  

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

  

  Business Response

  Date: 01/04/2023

  Hello:

  
  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  
  As indicated in our terms and conditions regarding purchases from our website, The prices and availability of the goods displayed on this Web site are subject to change without notice.  Terms and conditions for website purchases from Dyson.com can be found here:

  
  Purchasing From The Website

  
  Upon order placement an anticipated delivery date was presented to the customer based on estimated stock levels.  However, at time of order fulfillment stock was not available due to orders placed prior to the customer and therefore the above took effect.  The customers items were shipped as soon as they became available again and currently reflect delivered status via shipment tracking. 

  No compensation or refund is due to the customer as the order has been fulfilled according to our guidelines for website purchases.

  
  Thank you.

  
  Dyson, Inc.

  

  Business Response

  Date: 01/08/2023

  Hello:
  
  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 
  
  Terms and conditions for website purchases from Dyson.com can be found here:
  
  Purchasing From The Website
  ************************************************************************************************************
  
  Thank you.
  
  Dyson, Inc.

• Initial Complaint

  Date:12/25/2022

  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.

   
  Complaint: 18638894
  
  I am rejecting this response because:

  Since I don't work for Dyson the only possible way I could know about the discounts, such as the customer loyalty discount and others is because they were already offered to me by the staff. This confirms that the information stated by Dyson is incorrect and it is not inline with promises already made. It is clear that the rep did not review the chat and isn't honoring its own coupon or other discounts already offered. Because the reply was not inline with what was already promised I reject the nonsense reply I received here. Since Dyson emails me the chat logs I would be happy to share this information with the BBB showing the company is only providing a reply to protect their rating. We hope the BBB will act swiftly to lower this companies A+ rating when their history clearly shows they provide nonsense answers just to close out these cases and have no intention on mediation or fixing problems. Almost all of their cases are "answered" but they rarely fix any actual problems.
  

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

  as immediately transferred to a floor manager who was nasty and arrogant and disconnected the chat. I chatted back. Next rep was extremely nice but made no progress on the order. She ultimately told me if I made the purchase she would credit a 20% loyalty credit. As soon as I purchased it she started walking back the comments. We were both very friendly but surmised it was a site issue and turned me over to Ursa to fix the problem and credit the discount. ***** first words to me were that she had a better solution, and explained the solution was that she was going to disconnect the chat. Please feel free to review the chat log. Some of these people are poorly representing the company regardless of any outcome I should have received. My purchase successfully applied the coupon. I am asking to be refunded the $100 credit for the coupon, the 20% customer loyalty discount I was promised, or the price match I was offered before the transfer and disconnect.

  

  Business Response

  Date: 12/26/2022

  Hello,

  Thank you for contacting Dyson. We apologize for the frustration.

  Per Dyson policy, discounts are not combined and the order would reflect the lowest available price. The item original retail price is $519.99. The current sale price on Dyson.com is $399.99. Customer placed an order at $399.99. We would not be able to combine this with the promotional code customer is attempting to use. 

  Owner Reward discount is 20% off the regular retail price and can not be combined with sale prices, as indicated in the terms and conditions. ************************************************************************************************************************* . As such, customer purchased at the lowest available price. 

  While we do offer price matching, per the terms and conditions **************************************************************************************************, price match must be for the exact same model and is limited to Best ************ Bed Bath & ******************* Lowes, QVC, *********** and Target. Authorized refurbished machine dealers are limited to Nordstrom Rack, Woot and ******. Excludes third party marketplace sellers other than Dyson. The price match the customer was seeking is for rokatero.com. This would not be considered a valid price match.

  As the customer placed the order at the lowest available price per Dyson policy, no further refund would apply.

  Thank you,

  Dyson, Inc. 

  

  Business Response

  Date: 12/28/2022

  
  Hello:

  
  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience or misinformation regarding our pricing policy.

  
  Per Dyson policy, discounts are not stackable.  The items original retail price is $519.99 and, at time of purchase, was on sale for $399.99.

  
  As the customer purchased at the lowest available price the customer cannot utilize the promotional code for any further/additional discount.  The order was placed at the lowest available price; no further discounts are applicable,and no refund is due for this purchase.   

  
  Thank you.

  
  Dyson, Inc.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18638894
  
  I am rejecting this response because:

  You don't often get email from *****************.Learn why this is important

  RE Case 18638894,

  
  

  I need some help with the referenced complaint in the email subject. The company Dyson is not addressing my complaint in any capacity. They are telling me no discount is available as if I am asking for a discount after the order was complete. Of course I understand that no discount was due after the purchase happened.
  

  
  

  I am requesting the discount offered by them when the coupon code I use correctly applied, but didn't take the discount off the order. I contacted them BEFORE I purchased NOT after.
  

  
  

  Than they told me they would make the price adjustment AFTER I purchased the item. They walked it back went round and round. Instead of adjusting the price after the purchase as promised, they instead told me they had a better solution, which was to disconnect the chat. I am asking for what was promised PRE-PURCHASE. This is not after sale buyers remorse as they seem to be claiming.  Here is an excerpt of the chat support conversation they are referencing and I would ask that the BBB to have them address this specifically BEFORE marking this reply as "answered" because they seem to be skating the BBB rules by just sending nonsense replies to all people that have an issue. This chat was recorded by Dyson with my permission and emailed to me by them for my use and reference.
  

  
  

  Above and below is the nature of my complaint. They have not acknowledged it in any capacity except for to suggest the item was on sale and that fact is irrelevant as confirmed by the chat reps who made me offers they didn't follow though with EVEN if the coupon code was accepted in error I was still offered a 20% adjustment if I was a previous customer. I am a previous customer as I purchased and registered a *************************** Vacuum. 
  

  
  

  This is our exact conversation with the chat support agent I have referenced and they have been answering with nonsense replies.
  

  
  

  11:08:27 PM [****] I just want dyson to fix dysons issue
  11:08:46 PM [Aditi]

  Please don't worry ****. I will try to apply the coupon on my end and help you out with the discount.

  
  11:09:22 PM [Aditi]

  Or as you are an existing Dyson customer, we can help you out with 20% discount on your new purchase.

  
  11:09:58 PM [****] I am an existing dyson customer my email address ***************** should be in the system
  11:10:39 PM [Aditi]

  Yes, I am trying to fetch out your account in my system, please give me some time.

  
  11:17:10 PM [****] in my order history it only shows a pic of my last order and an opportunity to return it(which doesn't seem right cause it was years ago. I can't see any order numbers that might make it easier to look up
  11:18:06 PM [Aditi]

  ****, I am checking your current product as of now, please stay connected so that I can resolve your issues one by one.

  
  11:18:35 PM [****] no problem since I only have one issue lol
  11:18:45 PM [****] i am just trying to help you find past orders
  11:19:24 PM [****] still the coupon or price match is the only thing I am looking for. However if you can offer 20% off that would be close enough
  11:19:48 PM [****] and mostly I was just mad about how the previous reps treated me
  11:25:53 PM [Aditi]

  I am extremely sorry for the same ****, I will definitely share the feedback with them.

  
  11:26:08 PM [Aditi]

  Please give me some more time as I am checking what best could be done here.

  
  11:26:30 PM [****] no problem
  11:26:31 PM [****] thank you
  11:26:47 PM [Aditi]

  Thanks for your patience.

  
  11:37:14 PM [****] no problem i didn't know I was supposed to respond to that but i am still here
  11:39:00 PM [Aditi]

  ****, actually I just checked everything possible here but the billable price that is showing on our end is $445.11 including taxes and shipping charges.

  
  11:39:39 PM [****] well that is a step in the wrong direction
  11:40:26 PM [****] on my end it is over charging me and showing 427.99
  11:41:46 PM [Aditi]

  ****, I guess there is some technical glitch on our end due to which I am not able to apply any coupon. If it's possible for you, I request you to please contact us after sometime and we would be more than happy to assist you.

  
  

  This is where they told me to buy the item and they would adjust it after the fact

  
  

  1:53:01 PM [Aditi]

  ****, I tried the same with a different color as well and I am not able to apply any promo in that product as well.

  
  11:53:36 PM [Aditi]

  I am left with only one more color in the same variant, I am going to try the same, please give me sometime.

  
  11:54:33 PM [****] Thank you
  11:55:00 PM [****] can I just buy it and have you adjust the price after the fact in some way or another?
  11:58:45 PM [Aditi]

  I can go ahead and fill the price match form for you once you will purchase the machine and you will get the amount worth the discount.

  
  11:59:04 PM [Aditi]

  If you want I can go ahead and place the order for you.

  
  

  Then the manager comes in and offers me this solution after another hour of round and round.
  

  
  

  12:42:20 AM [Usha]

  And as there is alternate solution to this I am ending this chat I apologies for inconvenience but it's been more than 2 hours we are trying to make you understand the same thing.

  
  

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

  

  Business Response

  Date: 01/06/2023

  Good Morning,

  Per Dyson policy, discounts are not combined and the order would reflect the lowest available price. The item original retail price is $519.99. The current sale price on Dyson.com is $399.99. Customer placed an order at $399.99. We would not be able to combine this with the promotional code customer is attempting to use. 

  
  Owner Reward discount is 20% off the regular retail price and can not be combined with sale prices, as indicated in the terms and conditions. ************************************************************************************************************************* . As such, customer purchased at the lowest available price. 

  
  While we do offer price matching, per the terms and conditions **************************************************************************************************, price match must be for the exact same model and is limited to Best ************ Bed Bath & ******************* Lowes, QVC, *********** and Target. Authorized refurbished machine dealers are limited to Nordstrom Rack, Woot and ******. Excludes third party marketplace sellers other than Dyson. The price match the customer was seeking is for rokatero.com. This would not be considered a valid price match.

  Price match request are not guaranteed and must be reviewed by our financial team to ensure they meet requirements. As this does not meet requirements, the request was denied. As the customer placed the order at the lowest available price per Dyson policy, no further refund would apply.

  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18638894
  
  I am rejecting this response because: While I understand they have normal procedures, I also know that you have confirmed the accuracy of the offers made. This should remove all doubt that dyson knows they made me an offer and refuse to abide by it. This was done is a PRE PURCHASE AGREEMENT, WHERE THE OFFER WAS MADE BEFORE THE **** WAS ORDERED. They have ignored this but since they are clearly admitting the discount was offered, yet refusing to honor it the BBB should lower the ranking of this business even though they are paying for the accreditation and A+ rating. A system that is designed for mediation has resulted in the business admitting fault and still refusing to act. If you read their other cases you can see that they are exploiting the BBB's accreditation process giving everyone nonsense answers to close the complain.

  At checkout my coupon applied but gave no discount. Support said it was a site error, and this contradicts what was said here, Than the company admits the promises were made and refuses to honor them. The replies are smoke and mirrors and the promises made to entice purchase was never mentioned by Dyson. Please close this case as not answered and edit their rank to a more appropriate level as they continue to use this mediation process for smoke and mirrors replies, when they have no willingness to solve mine, or anyone elses legitimate issues. Promises made to get the sale and promises were not kept. I will seek alternative resolution from my credit card or state department of commerce. However, the back and forth is not productive when the company admits fault and still doesn't care. If there is blame than blame the employees who made the promise, don't keep repeating an irrelevant line. The sale was known to the reps that made the promises, and still made them.
  

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

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18638894
  
  I am rejecting this response because:

   

  The company has still not responded to my concerns. Again my concern was not with the price or the sale. Why this person keeps saying that is unclear, but it has nothing to do with this case and so it has still not been answered.

   

  My concern was regarding PRE PURCHASE promises made that were not kept. For clarity to the Dyson employee responding. By PRE PURCHASE I mean a promise that was made to me before the purchase, to get the sale, than walked back after the sale happened.

   

  When the coupon code worked but failed to work I contacted support BEFORE I bought the item. They made several offers as a result, including a price match or 20% loyalty discount. I was told I had to buy the item to get the discount applied.

   

  Again I am talking about agreements made BEFORE I bought the item. Dyson has not yet addressed that or made any offer or attempt to make it right.
  

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

  

  Business Response

  Date: 01/10/2023

  Hello:

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  As discussed previously, discounts are not stackable and the customers order reflects the lowest price available at time of order, $399.99.

  Any promotional code entered on our website is subject to verification during the order process.  Although the customer feels the code was accepted, it was not applied to the purchase based on the above unilateral pricing policy discounts cannot be combined/stacked.  As the customer was purchasing at a sale price the promotional code was not applicable for that purchase.

  While the customer did contact support for further assistance, any discount offer made was in lieu of determining if any additional discount was applicable to said purchase.  As the customer purchased the unit at a sale price no further discounts via promotional code or loyalty would apply.  The customers price match was also not valid as the retailer from which the lower price was found is not an authorized Dyson retailer. 

  We apologize for any misinformation regarding the process or applicable discounts, however no further discount or refund is due to the customer for this purchase.

  Thank you.

  Dyson, Inc.

  

  Business Response

  Date: 01/13/2023

  Good Morning,

  Thank you for contacting Dyson.

  Customer reached out via chat on December 25, 2022 at 3:00 PM. Customer was informed at that time the price match and discount would not apply as the order was already at it's lowest available price and discounts are not combined. Customer proceeded to place the order through Dyson.com website at 4:02 PM. 

  Customer later returned to chat at 4:48 PM again requesting the discount. Agent advised the website was showing a $120 discount, however when trying to set up the order, our system was not accepting this. Agent indicated customer could place the order and he would submit a price match request to honor our listed price. 

  As the listed price was reflected in the customer's original order through **************************, we do not combine discounts, and the retailer the customer is requesting a price match with is not an authorized Dyson retailer, no further refund would apply. 

  This would be our final position. If customer is unhappy with the price of the machine, customer does have 30 days to return the product for a full refund. Customer can reach out to ********************** Support for assistance in setting up a return. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18638894
  
  I am rejecting this response because:

   

  The business never addressed my complaint. The rep clearly told me there was a technical issue with the site. They than proceeded make promises to earn my business. The business is indeed correct that the rep told me at the time which exact places could be price matched, but that has nothing to do with the complaint. 

   

  The part of this complaint that has never been addressed is the part that the complaint is about. The coupon code successfully applied, but the discount was not applied to the total. This was not the resolution but the reason for contact.

   

  The rep and I added the coupon code and when it failed they told me multiple things including that it was a site issue. The business correctly stated that I was told coupons could not be stacked. However, this was told to me after I purchased the item.

   

  The Business is also correct that the link I provided was not a valid site to price match as described above, but also this is irreverent.

   

  When the business offered to price match one of the offers besides an OR. That was a price match OR a 20% loyalty discount. So when I was told the price match was not possible I said that is no problem because I qualified for the 20% loyalty discount. He agreed to do that and it was the basis for the purchase. Much of what the business says is true but these things are either irreverent or were the same things they told me AFTER purchase. The things they told me AFTER purchase or they couldn't do before purchase are not what this claim is about.

   

  THEY PROMISED A 20% CUSTOMER LOYALTY DISCOUNT BEFORE i BOUGH THE **** TO GET ME TO PURCHASE THE ****. WHEN PURCHASE WAS COMPLETE HE COULDN'T FIGURE IT OUT AND TRANSFERRED ME. Since the company is cherry picking facts and ignoring the problem I urge the BBB to mark this case as NOT ANSWERED. That is they address my reason for contact, but not the offer they made me to trick me into the purchase.
  

   

  This company has an A+ rating but you can clearly see all disputes are answered in the same way. They just answer for the credit of answering but there is no good faith effort to resolve mine, or anyone elses issues.

   

  I didn't open this dispute because I want to return the item. It was a good value at $399.99 HOWEVER, I was promised a 20% discount if I made the purchase. I didn't receive it or any reply regarding it.
  

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

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Dyson v11 torque drive about two years ago. Taken very good care to clean and properly use the vacuum. The canister and filters are cleaned regularly, driveshaft and cleaner head are clear of debris. Suddenly, the vacuum stopped working just as I was using it today to clean the carpet in my home which was not that dirty! I contacted customer service for help and they walked me through several steps to troubleshoot that I had already done to ensure the vacuum was working properly. Did not listen to anything I was saying and was treated like just another number. Finally was notified that I was going to have to spend more money to find out what is wrong with my Dyson v11. Then would have to pay for repair and labor to have the vacuum working again. All because I had just passed the two-year **** and am no longer able to be considered for warranty. **************** is no help! Then asked to speak with the supervisor just to be reminded that the warranty has expired. I spend $650 on a vacuum just to have it completely break just after the warranty expires! Dyson is a company that makes products to break and designs their vacuums to fail just after the warranty expires so that they do not have to be liable for repairs and will be able to make extra money on new parts and technician fees that are charged to the customer. I will never buy a ********************** vacuum again and will be sure to discourage anyone who is considering one to purchase another vacuum. It is outrageous and unacceptable for a company to advertise superior products which only break just after the warranty and charge customers a price such as the ones that Dyson does. Dyson needs to be investigated for scamming customers and needs its manufacturing audited for cutting corners on product integrity and quality of the product. I demand a full $650 refund of my product and expect nothing less since repairing a product is too much for them to accommodate.

  

  Business Response

  Date: 12/26/2022

  Good Morning,

  Thank you for contacting Dyson. I apologize for the frustration.

  The customer's machine had a 2 year warranty that was valid June 23, 2020 through June 23, 2022. At this point the warranty has matured and any parts or repairs would be at cost to the customer. Customer is reporting issues with picking up and the machine cutting out. Both would point towards a blockage. Customer is welcome to visit the ********************** ************** in their area for a free inspection and quote, however due to the status of warranty, any parts or repairs would be chargeable. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:12/22/2022

  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.

  Purchased Dyson Airwrap for $600 on November 29th. Requested to return on December 13th and December 16th. Dyson sent automated message stating I would get a response within 48 hours. I have not received any correspondence from Dyson for either requests.

  

  Business Response

  Date: 12/26/2022

  Good Morning,

  Thank you for contacting Dyson. We apologize for the delay.

  A return order has been created for customer. Customer should have received an automated email with a prepaid shipping label to return the item. Once received and confirmed in our warehouse, the refund will process. Refunds can take 7 to 10 business days to process from that point. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:12/22/2022

  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: 18628981
  
  I am rejecting this response because:
  

  I had already Dyson support that I used the same label. If they have not received the item, they should not have sent the email confirmation to me that they received the item and the refund will process in **** business days (see attached image). This put me under the assumption that everything was all set and the refund was on its way.

  I called soon after 10 business days to confirm that everything was OK and I have been told multiple times by Dyson support that since I received this email confirmation, I should expect a refund in 1-2 billing cycles.

  I waited 1-2 billing cycles and now they are telling me they cannot find it (when I was assured by their support team that they do have it). Why are they telling me that they have the product when they actually dont?

   

  Putting me under the assumption that they have received the item is NOT OK. They dont seem to be taking responsibility for their actions and now the customer is left at a loss.

  
  Sincerely,
  
  Jake Casino

  

  Business Response

  Date: 12/26/2022

  Good Morning,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  Customer was provided a prepaid *** shipping label, tracking 1Z2Y55899093958200. This label has not been used and is currently in "Label created" status. Additionally, our warehouse has no record of receiving the item. For a refund to process, our warehouse would need to confirm receipt of the item. If customer used a label other than the one provided to them, customer would need to provide that information to Dyson Support. Once received we are happy to investigate further.  
  
  Thank you,
  
  Dyson, Inc. 

  

  Business Response

  Date: 12/28/2022

  Hello: 

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience.  

  The customers purchase has not been refunded as the machine pending return has not been received or verified.  As tracking details confirm delivery of a shipment, for refund to process the returning item(s) must be physically verified by our return warehouse. 

  Furthermore, a pre-paid shipping label was provided to return the item but was not used by the customer.  As the customer took the item(s) to *** for return assistance it remains the customer's responsibility to provide any new or revised shipment details to Dyson to include any updated tracking information.  To proceed, the customer should inquire with the *** location used to acquire the correct tracking details and provide to Dyson via support channels (live chat, phone, or email.)  We will be glad to further investigate.  

  Should the customer's return be verified at our return center at any point a refund will be processed accordingly. 
  
  

  Thank you.
  

  Dyson, Inc.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18628981
  
  I am rejecting this response because:

   

  Dyson Support seems to be missing the point of what I am trying to say. I understand the tracking number situation, even though I told them over and over that yes, I have used the provided return label.

  My exact issue is How am I supposed to know theres an issue with the tracking number if I was told by their customer support team time and time again that everything  should be OK aid I received I confirmation email from Dyson saying they received it.

   

  It is unfair for the customer to be told everything is OK when it is not. And its been way too long now that the customer cannot do anything to fix it because *** says its been a while since I dropped off the package.

  No need to say the same thing that you have received it. If you are going to say the same thing over and over again, clearly Im going to have to take this as a loss. Quite disappointing
  
  Sincerely,
  
  Jake Casino

  

  Business Response

  Date: 01/04/2023

  Hello,

  Thank you for contacting Dyson. I apologize for the inconvenience this has caused.

  Dyson's position will remain the same. As the customer took the item(s) to *** for return assistance it remains the customer's responsibility to provide any new or revised shipment details to Dyson to include any updated tracking information.  To proceed, the customer should inquire with the *** location used to acquire the correct tracking details and provide to Dyson via support channels (live chat, phone, or email.)  We will be glad to further investigate.  
  Should the customer's return be verified at our return center at any point a refund will be processed accordingly. 
  
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 01/06/2023

  
  Complaint: 18628981
  
  AGAIN: Your support team keeps insisting that I did not use the provided return label. THIS IS INCORRECT INFORMATION. I showed a QR code to *** and they scanned it to print the label and put it on the box themselves.
  
  
  The attached image shows that I have indeed dropped the product off to *** and you can see the exact tracking number that was created at the time of drop off and is the same tracking number found on the email confirmation that was sent to me by Dyson support stating that the product arrived at your returns department.
  
  
  How can the customer be responsible when the package is not in their possession?
  Why is Dyson support taking action based on incorrect information?
  Why isnt Dyson opening a claims investigation with *** given that the customer was only advised to drop off the product (and not have to worry about creating a return label)?
  
  
  Your decision is not acceptable. I will continue to fight to get my money back, even if it means taking legal course and posting on social media. Until then, I will continue to call, email, and file complaints until this matter is resolved.
  
  Jake Casino

• Initial Complaint

  Date:12/22/2022

  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.

  My Dyson airwrap was shutting off during use and a burning smell was coming off of it. I was encouraged to return my Dyson for an exchange immediately. I shipped it out on 12/2/22 and it was received by Dyson 12/9/22. I waited over a week for tracking information regarding my machine. It never happened. Every time I speak to someone from Dyson they say the replacement machine is ready to ship. This has been going on for over two weeks. On 12/20 I spoke to a rep yet again asking where my tracking information was. She assured me I would receiving a tracking number by today 12/22 and that never happened. I just spoke to another rep today 12/22 and they are now telling me my machine wont ship until the end of the year. I have to fight for information on the replacement machine when the company should be the one updating me.They have been holding my machine hostage with 0 intention of sending my replacement machine to me and lying to me about the dates I am supposed to receive it. I cant even speak to a manager because I am being told they are too busy. It is unacceptable to information and to not even be able to speak to a manager.

  

  Business Response

  Date: 12/26/2022

  Good Morning,

  Thank you for contacting Dyson. We apologize for the delay.

  Exchanges can take 10 to 14 business days to process once the original item has been received in our warehouse. The customer's exchange has completed and shipped with *** tracking 1Z58333F0338118525. Customer can monitor the shipment via ***.com. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:12/21/2022

  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.

   
  Complaint: 18625235
  
  I am rejecting this response because: proof of delivery has been provided several times and Dyson is already well outside of the refund window. Customer should not continue to get penalized for bad customer service and sloppy inventory control. Each customer service rep has told me something different, including that a refund WAS issued. It sounds like someone dropped the ball somewhere. Since the refund is already later than promised, one should be issued immediately.I fulfilled all obligations on my side. If its lost at the warehouse that is not my problem. It feels like theft at this point.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/26/2022

  Good Morning,

  Thank you for contacting Dyson. I apologize for the frustration.

  While our warehouse team did confirm receipt of the battery, which has been refunded, the machine has not been confirmed as received. For the refund to process, our warehouse would need to confirm receipt. We have reached out to the warehouse for an investigation to be completed. If the item is found to have been delivered, a refund will process. Please allow up to 72 business hours for this process. Customer can reach out to ********************** Support for update at that time. 

  Thank you, 

  Dyson, Inc. 

  

  Business Response

  Date: 12/28/2022

  Hello:

  
  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  
  The customers purchase has not been refunded as the machine pending return has not been received or verified.  As tracking details confirm delivery of a shipment, for refund to process the returning item(s) must physically be verified by our return warehouse.  While we cannot provide any specific turnaround timeline, once this occurs the customers refund will process accordingly.

  
  Thank you.

  
  Dyson, Inc.

  Customer Answer

  Date: 01/03/2023

   
  Better Business Bureau:
  
  thank you for your assistance with Dyson. Before I contacted you I was unable to get any help. I called again a few days ago and a refund was issued. 
  happy new year! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/21/2022

  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.

   
  Complaint: 18624885
  
  I am rejecting this response because:
  its been documented with numerous other owners that the design and wall hanger are the cause of the issue, buying a new part will only be a temporary fix until it begins to fail again. I attached an example of the case where they did provide one owner with the body unit for free.

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

  s still a costly piece. Ive reached out to customer service as well with shared screenshots of the numerous examples others provided with the same problem and pointing out what causes the malfunction, yet they deny it can be blamed on the vacuum design. I believe *** proved the issue with the vacuum is very common and cant be avoided, and buying a new part would only be temporary as it will fail again over time.

  

  Business Response

  Date: 12/22/2022

  Hello:

  
  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  
  Dyson manufacturer warranty covers parts and labor for manufacturer defect(s) from the date of purchase, when used for private household purposes in accordance with your original owners manual. 

  
  The customers concern requires replacement of a physically broken part; as the customers warranty has expired as of November 2021, any replacement part is not covered by warranty and must be purchased. 

  
  A one-time courtesy discount approval has been previously offered to the customer for use towards the purchase of the appropriate replacement part.  The customer can take advantage of this discount by placing the replacement part order via our phone or live chat support channels.

  
  Thank you.

  
  Dyson,Inc.

• Initial Complaint

  Date:12/21/2022

  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.

   
  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,
  
  *******************

  

  Business Response

  Date: 12/21/2022

  Hello: 

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience.  

  The customer was contacted via email regarding the issue.  Based on the issue a replacement part is needed to resolve the issue (battery.)  We have placed an order for that replacement battery, and advised the customer of order number and estimated shipping time.  The customer is not charged for this part as the affected Dyson product remains under warranty at this time. 

  Thank you. 

  Dyson, Inc.