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, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson Direct, Inc.

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

• 

  Dyson Service Center

  112 Marshall Dr Warrendale, PA 15086

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

• Initial Complaint

  Date:12/01/2022

  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.

  Your Dyson order confirmation Wed, Nov 16, 2022 7:24 am (************************************)To:you Details Order number: ********** Thank you! Your order has been placed Your order has been placed and is currently processing. Please see your order details below. If you have any questions regarding your order, please use the Contact us button at the bottom of this email.Delivery details Friday 18th November Delivery address *************************** ******************************************************************** Billing address *************************** ******************************************************************** No matter when I call or email or try to do the online chat there is no one available to answer my questions. I ordered from them believing that I would have my new machine within days possibly even a week but, I don't get a response no matter how I reach out to them. I believe this to be a scam at this point.

  

  Business Response

  Date: 12/07/2022

  Good Morning,

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

  While Dyson does offer "Estimated Delivery" dates when checking out, this is subject to change based on availability. It does seem there was a delay in this order due to stock. However the order has been assigned tracking and should ship out today, December 7, 2022. Customer should receive an automated email with tracking details. Should she need further assistance, customer would need to reach out to ********************** Support.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:12/01/2022

  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.

  I was under warranty with my dyson stick vacuum I went into a *** to file a return. I called the company to verify return. Dyson rep said sorry for the inconvenience but that vacuum is out of stock I will send you a vacuum head for the inconvenience. I received a tracking number for the vacuum head but not for the machine. I called back Dyson and they said they cant locate the machine or tracking number. They said there is nothing they can do to help although I returned said vacuum and am now out the money I paid for it. The customer service is absolutely horrible. I spoke with ***** in customer service she said there in no one higher that can speak with me and there is nothing that can be done. This situation is disheartening. This big of a company and no help. They said call ****

  

  Business Response

  Date: 12/06/2022

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration.

  Customer did reach out due to issues with her cordless vacuum, and an exchange order was created. Per Dyson policy, for an exchange to complete, the original unit would need to be received in our warehouse. Dyson warehouse has confirmed to date they have not received the product. Additionally, the tracking numbers assigned to the exchange order indicate no product was shipped. As customer is claiming to have taken the unit to a *** Store, she would need to work with the *** Store to locate the package. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18490767
  
  I am rejecting this response because:

   I have contacted dyson multiple times. I have spoke with multiple managers. I undedstand I am out the vacuum I returned. The manager I spoke with yesterday said she would price match a v15 to help reconcile and meet me in the middle. She gave me her word she would give me a call back after she got with the department that handles price match and fill out the form she needed to fill out in order to take my payment information on a v15 she said she recieved the proof from the military exchange website. This manager never called me back. I called back today they said they have no notes they will not price match. I am active duty military Im on a set income i sent in my vacuum for a return and it some how did not make it to you. I would appreciate if your company qould meet me in the middle on a price match on the v15 i have sent the proof from the navy exchange website to questions at dyson. The one manager i spoke **** said she would take care of me and i would appreciate if the business could follow through. I have been a customer for years and have several vacuums please help make this right. Im not looking for a free anything i would just like a little reconciliation on the money I lost. Thank you
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/09/2022

  Hello,
  
  Thank you for contacting Dyson. We are sorry for the frustration.
  
  Customer did reach out due to issues with her cordless vacuum, and an exchange order was created. Per Dyson policy, for an exchange to complete, the original unit would need to be received in our warehouse. Dyson warehouse has confirmed to date they have not received the product. Additionally, the tracking numbers assigned to the exchange order indicate no product was shipped. As customer is claiming to have taken the unit to a *** Store, she would need to work with the *** Store to locate the package. 

  
  Dyson does offer price matching based on our price match policy, which is posted in the Terms and Conditions on Dyson.com. Authorized new product dealers are 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. As the price match request is for the military exchange, which is not one of our price matching dealers, we would be unable to honor the request. This would go against Dyson Unilateral Pricing Policy. Customer would need to purchase ************************ from that outlet to obtain their pricing. This would be our final position. 

  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:12/01/2022

  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.

  I placed an order #********** on November 24th and asked an agent to cancel on November 25th to order a different item (the Airwrap Complete Long) instead. She confirmed it was cancelled and in ***** hours, it would show as cancelled on my end and that I would also receive a confirmation email. However, on my end when logged in on the November 26th, it showed that the gifts with purchase have been shipped and that the order was not cancelled.I spoke to 3 different agents there after who claimed it was cancelled, but still no email to show confirmation that it has truly been cancelled. This is important because I do not want to be charged for something I do not want and do not want to go through the hassle of returning an order that I have cancelled (already have to return the gift items which is a headache).In addition, I also filed a request for return for order #********** on November 28th and was told that " Your request is being reviewed and you will receive a response within 48 hours," however, it's December 1st and still no response for return request in order for me to drop off my return.I am unsure why NONE of your agents stick to their word and give me false claims saying that an order has been cancelled when it has not been, and that even after speaking to chat yesterday who tried to also file a return request for me was "unable to do so because there is a return request pending and therefore, they are unable to do put in a return request on their end to give me my return label/instructions." PLEASE RESOLVE THESE ISSUES.

  

  Business Response

  Date: 12/06/2022

  Hello,

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

  As stated on Dyson.com, customers cannot cancel or adjust your order once its been placed within their account. While a cancellation request was submitted, due to our expedited processing, the request can not be guaranteed. In review of customer's account, we show that the order was cancelled and no payment was processed. Customer was provided a return order to return the promotional items associated with the order. If customer needs additional assistance with the return, they would need to reach out to Dyson Support. 

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 12/07/2022

   
  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:11/30/2022

  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.

  I brought my previous Dyson vacuum cleaner in for a repair and the sales person pressured me to buy a cordless Dyson V7 absolute. Claiming that the power was sufficient to vacuum an entire home and that the battery life was long and sustainable. It has been less than a year and my vacuum will no longer hold a charge. I took my new vacuum in to the same shop I purchased it from and an employee named **** was very hostile towards me and on multiple occasions told me that I was responsible for how the vacuum battery performed. I assured her that due to the run time for the battery I had only used the vacuum approximately once a month since I purchased it. Then **** told me that there were no replacement batteries available and she could not give me a time frame on when a battery would be available. She also said that she would not contact me if a battery became available. I asked another employee at the store and he said that he would contact me if a battery became available, however, no attempts to contact me have been made. My brand new vacuum cleaner does not work because the battery will not charge.

  

  Business Response

  Date: 12/06/2022

  Hello,

  Thank you for contacting Dyson. I am very sorry for the inconvenience this has caused.

  Customer's machine is covered by the 2 year warranty against manufacture defects through 10/20/2023. If customer is still experiencing issues with unit, customer will need to reach out to ********************** Support by calling ************, chatting with an agent on Dyson.com or emailing ************************************* If troubleshooting identifies a replacement battery is needed, the battery can be shipped to the customer. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18487639
  
  I am rejecting this response because:

   

  I made an attempt to have my vacuum repaired or replaced at the store where I purchased it and I was met with rudeness and hostility. I am not inclined to repeat that humiliation and utter disregard of customer service. Feel free to mail a new device to my home at ******************************************************************************************* or use that same address to mail me a full refund for my Dyson Absolute V7.
  
  Sincerely,
  
  ********************* Iii

  

  Business Response

  Date: 12/13/2022

  Hello,

  Thank you for contacting Dyson. I am very sorry for the inconvenience this has caused.

  Customer's machine is covered by the 2 year warranty against manufacture defects through 10/20/2023. If customer is still experiencing issues with unit, customer will need to reach out to ********************** Support by calling ************, chatting with an agent on Dyson.com or emailing ************************************* If troubleshooting identifies a replacement battery is needed, the battery can be shipped to the customer. 

  Alternatively, cx is welcome to visit Dyson ************** for inspection. 

  Dyson **************
  7485 ************************************************************************************* 89139
  Tel: ************
  Operating hours: Monday through Friday 9:00AM - 5:30PM - Closed for Lunch: 1 PM to 1:30 PM

  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18487639
  
  I am rejecting this response because:

   

  Dyson does not seem to be reading my responses bc they keep sending the same response back. I have been to their location on ********************* where I was met with hostility from their staff member **** and told repeatedly that they will not fix my device and they will not provide me with a time line for repair ** there are no replacement parts available. The staff blamed me for the condition of the unit which is false because this device is defective. I want a refund at this point. I cannot even vacuum my home with it. Not even one room. The product does not work as described. Entirely defective. 
  
  Sincerely,
  
  ********************* Iii

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for contacting Dyson. I am very sorry for the inconvenience this has caused.

  Customer's machine is covered by the 2 year warranty against manufacture defects through 10/20/2023. If customer is still experiencing issues with unit, customer will need to reach out to ********************** Support by calling ************, chatting with an agent on Dyson.com or emailing ************************************* If troubleshooting identifies a replacement battery is needed, the battery can be shipped to the customer. This would be our final position. 

  Thank you, 

  Dyson, Inc. 

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18487639
  
  I am rejecting this response because:
  
  

  this company has sent the same blanket response 4 or more times. I am not confident that they will in fact fix my issue in a timely manner. 
  

  
  Sincerely,
  
  ********************* Iii

  Customer Answer

  Date: 01/01/2023

  I took my unit to the repair center which is actually where I originally purchased it. The associate **** got very hostile with me. She started by saying that new batteries were not available and there was no time frame that she could give me when a battery would be available. Then she attempted to claim that the unit no working properly was my fault and that there was nothing she could do for me to crept to keep my unit in her store without any a replacement or any time frame on when it would be repaired. Another employee saw how she was acting and offered to call me when a replacement battery was available, however, no one ever contacted me. That is why I started this claim. I have no faith that anyone at that location will even help me and I would rather not go back there because of the way I was treated. Terrible customer service. At the time I went in for repair I had owned the unit for less than one year and used it approximately 7-8 times. I explained that to the associates but they were not interested in helping me. 

  

  Business Response

  Date: 01/03/2023

  Hello,

  
  Thank you for contacting Dyson. I am very sorry for the inconvenience this has caused.

  
  As previously stated, Customer's machine is covered by the 2 year warranty against manufacture defects through 10/20/2023. If customer is still experiencing issues with unit, customer will need to reach out to ********************** Support by calling ************, chatting with an agent on Dyson.com or emailing ************************************* If troubleshooting identifies a replacement battery is needed, the battery can be shipped to the customer. This would be our final position. 

  
  Thank you, 
  Dyson, Inc. 

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18487639
  
  I am rejecting this response because:

  The last correspondence I received was a question as to whether I had visited the Dyson repair center at the address they provided for ********* **. I explained that I had visited the location and while I was there requesting service for my unit, the employees became very hostile towards me and blamed me for the battery not working properly. Then they told me they couldnt get a replacement battery anyways because no replacement batteries were available. The woman **** was very aggressive and unhelpful. As I was leaving, a second employee offered to call me when a battery became available but never called so I filed the complaint with The Better Business bureau. 
  
  

  Sent from my iPhone

  
  

  
  
  Sincerely,
  
  ********************* Iii

• Initial Complaint

  Date:11/30/2022

  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.

  Hello BBB! My complaint has to do with Dyson and their "bait and switch" advertising. I went online to use the chat function to purchase a Dyson Airwrap styler with my Owner's Rewards 20% discount offered by Dyson on November 28th, 2022. I realized I had misplaced my credit card and asked the chat agent if I would be able to use the chat function tomorrow (November 29th, 2022) to purchase the styler with the discount. They confirmed I would be able to go ahead the next day using the chat function On November 29th, 2022, I tried to used the chat function to purchase the Airwrap styler and was told that the Owner's Rewards 20% off sale was no longer going on for the Airwrap. I couldn't believe this, as I had read in multiple newsites and in Dyson's own Terms and Conditions just the day before that the sale went from November 21st - December 10th. I waited 45 minutes on the phone to speak to a Dyson representative who said he had been receiving calls all day from people in my same situation and that he was unable to offer any sort of discount to me. Imagine my disappointment when I discovered I would have to pay $120 more than falsely advertised. Please see websites below which list the Airwrap on sale until December 10th, 2022 by Dyson: (In addition, please see the attachments of the websites and Dyson's current Terms and Conditions listed on its website, in clear contradiction to the advertisements, in the Supporting Documents section) Please note, these screenshots were taken on November 29th, 2022 and have not been updated since last checked. https://www.cnn.com/cnn-underscored/deals/dyson-owner-rewards-savings-event-sale-cyber-monday https://stylecaster.com/beauty/dyson-owner-rewards-sale/ https://www.allure.com/story/dyson-owners-sale-2022 https://www.yahoo.com/lifestyle/psst-dyson-secret-section-discounted-184500878.html https://www.goodhousekeeping.com/beauty-products/hair-styling-tool-reviews/a41354325/dyson-airwrap-black-friday-deals/

  

  Business Response

  Date: 12/05/2022

  Good afternoon: 

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience this may have caused. 

  The Dyson Airwrap was previously eligible for our Dyson Owner Rewards program, with eligibility expiring November 29th.  We apologize for any prior misinformation; however, upon our review of the customer's contact with us she contacted our chat support on November 29, at which time the product was no longer eligible for this promotion.  Dyson reserves the right to withdraw, amend or otherwise modify this offer at any time without notice.

  Terms and conditions for our Dyson Owner Rewards program can be found here: https://www.dyson.com/inside-dyson/terms#Owner%20rewards

  Thank you.

  Dyson, Inc 

   

   

   

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18480754
  
  I am rejecting this response because:

   

  Please note, if you correctly check your records, you would see a chat on November 28th where I ask the chat representative if I would be able to go forward with the Owner's Rewards Sale the next day, and the chat agent responded that I would be able to. This means a representative of your company said I would be able to use the 20% discount on November 29th 
  
  In addition, please see attached screenshots of multiple websites where you advertised your Airwrap on sale until December 10th. Note, these screenshots were taken on November 29th, after I had spoken to multiple Dyson representatives confirming the sale was no longer going on. That means your company did not bother to show correct advertising even after you changed your Terms and Conditions. In addition, I am still able to search "Dyson Airwrap sale" and find websites still advertising the same information. Either your original advertising was incorrect and you did not feel the need to correct your error or your advertising was (at one time) correct and you decided to suddenly change it because you were selling too many Airwraps. Either way, it shows horrible business ethics that you would not respect and honor your own sale that you advertised.  

  
  Dyson had no intention to sell the Airwrap at the discounted price, but instead was hoping to bring in customers to sell them other items. When I called in on November 29th, the call agent asked me multiple times if I would be interested in the Hair dryer or a vacuum instead, which both were on sale. I recognize Dyson has the right to adjust their Terms and Conditions as they wish, but the form of advertising they used is disingenuous at best and 'bait and switch', meaning illegal, at the worst. 

  
  To finish my complaint, I would like to state that Dyson used untruthful business practices in advertising and selling their Airwrap. Please be aware I am willing to take further action if my complaint is not taken seriously in the next reply. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/13/2022

  Good afternoon: 

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience this may have caused. 

  The Dyson Airwrap was previously eligible for our Dyson Owner Rewards program, with eligibility expiring November 29th.  We apologize for any prior misinformation; however, upon our review of the customer's contact with us she contacted our chat support on November 29, at which time the product was no longer eligible for this promotion.  Dyson reserves the right to withdraw, amend or otherwise modify this offer at any time without notice. This would be Dyson's final position. 

  Terms and conditions for our Dyson Owner Rewards program can be found here: https://www.dyson.com/inside-dyson/terms#Owner%20rewards

  Thank you.
  Dyson, Inc 

• Initial Complaint

  Date:11/30/2022

  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 an item on black friday included 20% off and free items. Have the confirmation receipt, the withdrawal from my bank account from 11/25. On 11/29 received a cancellation letter due to high demand and a refund. Called and was told they would honor the 20% when the product was replenished next week. Have this in writing and it's in their notes and on the recorded line and told me I would have to pay an additional 20% due to it being a new order. Spoke to the resolution specialist ***, who told me they could not give me this because their employee misinformed us. Spoke for 2 hours and would not do right!!! She tried to say they can just do that at any time!

  

  Business Response

  Date: 12/06/2022

  Hello, 

  Thank you for contacting Dyson. We apologize for any frustration this may cause. 

  While customer did place an order for the Airwrap during the promotional period, our financial team indicated the order was cancelled due to payment authorization failure. As the promotion has now ended, due to Dyson's Unilateral Pricing Policy, we would be unable to replace the order with the original discount. 

  As stated on the Dyson website, Dyson does not guarantee that the information contained in this Site will not contain errors, inaccuracies or omissions. Such errors, inaccuracies or omissions may relate to price or to product description or availability. Dyson therefore reserves the right to correct any errors, inaccuracies or omissions and to change or update information on this Site at any time without prior notice and further reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been charged.

  Thank you,

  Dyson, Inc

  

  Business Response

  Date: 12/19/2022

  Hello,

  Thank you for contacting Dyson.

  Customer's order failed due to payment authorization failure. After review of the information provided and the account details, we have concluded that the customer's exception for the discount is acceptable within the policy guidelines. We have processed the ************, which can take 5 to 7 business days to complete. Once completed, it may take an additional 1 to 2 billing cycles to post depending on customer's financial institution. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18484930
  
  I am rejecting this response because:it is not correct, the promotion did apply to the product. There is zero consistency with the responses from every representative and that is not my problem as a customer. Additionally it was not even a Black Friday promo it was for being a loyal customer so you cannot just take it away
  
  *******************************************************

• Initial Complaint

  Date:11/30/2022

  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.

  I placed an order # ********** with Dyson on November 24 ( the Black Friday sale ) for the V8 Absolute v8 cordless vacuum . The price was $279.99 and total with taxes$308.69. On November 29 at 5:14 pm I received an email saying that there was a problem with the payment and that my order was cancelled and that I needed to contact Dyson as soon as possible, which I did via chat in the email. After long conversation with representative I was told that the current model is out of stock and that is what the order was cancelled. Which was not the reason mentioned in email I got from Dyson . Moreover, I was able to see the same model I ordered available online on the Dysons site. I was offered to buy a more expensive model, which is after the 40% discount still was more expensive than the model I ordered. I did not see why I should agree to buy an expensive model if the one I ordered is still available for sale online on the Dyson s site. But the Dyson representative did not comment on it and said that he is just an employee and he cant do anything else. He tried to make it my fault that the order was canceled by Dyson, but I did not agree to that . Because as a customer I did everything correctly and in time. Please help me to resolve the problem and make sure that company work fulfill the purchase responsibility.

  

  Business Response

  Date: 12/05/2022

  Good Afternoon,

  Thank you for contacting Dyson. We apologize for any inconvenience this may have caused. 

  We have reviewed the customer's original order, and while she did receive incorrect information when reaching out to support, we are able to confirm the order was cancelled due to payment authorization failure. As the payment was declined by the financial institution, a new order would be needed and is subject to current pricing. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18484305
  
  I am rejecting this response because: i am not agree with the subject to the current pricing part of the offer. I used the Amazon payment option on Dyson site as I hoped that it will ensure the payment. I have been placing the orders on Amazon before and after the Dyson order was placed and did not have any problems with payments. There is definitely no any fault on my side as I followed the instructions on the Dyson site. And I called immediately to update the payment information after I had received an email from Dyson about the payment issues, and because of some internal flows I wasnt given this opportunity. I would appreciate if the Dyson honor the Black Friday price for the vacuum.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/09/2022

  Greetings,

  Thank you for your reply. We apologize for the inconvenience this causes. 

  Dyson is unable to make amendments to an order once the order is placed, this would include payment method. Customer would need to ensure funds are available on payment method provided with original order for order to successfully process. As the payment was unable to authorized, the order has been cancelled per Dyson policy. At this point a new order would be needed and is subject to current pricing. This would be our final position. 

  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18484305
  
  I am rejecting this response because: just dont agree with the Dyson approach. I have placed an order with the credit card with the credit line more than sufficient to pay for the purchase, also followed all instructions on the Dyson site in how to place an order. Since,the Dyson company is not fulfilling its promise and dont honor the Black Friday price I feel that I can share my experience with people. 
  as a customer, again, I followed all the instructions to place an order with valid payment information. 
  

  I dont have to trash companys word on what they canceled my order.

   

  For the BBB- thank you for your help trying to solve the matter. Please do not send me any responses from the company. For me it is clear that company doesnt honor its obligations.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/30/2022

  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.

  Got a hair wrap back in 2020. Called because exactly a little before 2 year the hair wrap stopped working, first I was told I was gonna get a replacement but the machine was not in stock at that time that I was going to receive a email once back in stock. I never received the email a call them again on Nov same answer out of stock I was going to receive a email about it. Called again this week and now they are saying that there is no exchanges allowed because the warranty expired back in January. That there is nothing they could do, how unprofessional and lock of credibility being told one thing and then another thing. I was never told in the first place that it was out of warranty and they wont do anything. Word of advice save your money because this is such an expensive product to be replacing every 2 years.

  

  Business Response

  Date: 12/06/2022

  Good Morning,

  Thank you for contacting Dyson. I am sorry for any frustration this may have caused. 

  The customer's machine warranty matured January 2, 2022. Initial contact was made October 14, 2022. Per Dyson policy, once out of warranty any parts or repairs would be at cost to customer. Additionally, as the machine is no longer under warranty, exchange would not apply. Customer can visit the ********************** ************** in her area to have a free inspection and quote provided for repair. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18484390
  
  I am rejecting this response because: at first, they never said this was out of warranty, they agreed togive me a replacement.  agree two months of me reaching out they told me this. I was never told the machine was out of warranty.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/09/2022

  Hello,

  
  Thank you for contacting Dyson. I am sorry for any frustration this may have caused. 

  
  The customer's machine warranty matured January 2, 2022. Initial contact was made October 14, 2022. Per Dyson policy, once out of warranty any parts or repairs would be at cost to customer. Additionally, as the machine is no longer under warranty, exchange would not apply. As the customer did not contact during warranty period, this would be considered an issue outside of warranty and no coverage would be provided. Customer can visit the ********************** ************** in her area to have a free inspection and quote provided for repair. This would be our final position. 

  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:11/29/2022

  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 a heating and cooling fan from Dyson which began to burn internally. Contacted Dyson's support team and was told as it was still under warranty they would send me a new replacement along with a box and label to return the defective unit. The replacement order number given was **********. The shipping confirmation of the new unit were to be emailed to me within 24 to 48hrs. I received no email so 3 days later reached out again to Dyson and was told then the previous representative had made a mistake and in fact no unit would be sent until I returned the defective one. I asked for the box and label since I had none and since these were to be sent to me along with the replacement unit and they are refusing to send me via email even a return label. They are simply stating to drop off the unit without any label to a *** location and then wait. No shipping nor tracking nor email confirmation possible given there would be no code/label. *** requires a label or code to send the item hence this is impossible. Dyson is refusing the issue one. Therefore leaving me with a defective unit and refusing to honor warranty. The 2nd rep refused also to transfer me to a manager to review the matter further. I had received a chat transcript of the original chat which confirmed that a new unit was to be shipped within a day or two ***** would be sent a box and label to return the defective one. All in all very fraudulent practivces and dishonoring warranty. Unit is clearly defective and health hazard. Dyson products are priced very high so clients expect at the very least for these to be well made. Not the case and to boot complete refusal to adhere to the warranty.

  

  Business Response

  Date: 12/05/2022

  Good Afternoon,

  Thank you for contacting Dyson. We are very sorry for the frustration.

  The customer's original machine was purchased as a refurbished unit on January 22, 2021. Refurbished AM09s carry a 6 month warranty against manufacture defects, which matured July 22, 2021. At this point as the machine is out of warranty, per Dyson policy we would be unable to honor the exchange request, however the cx is welcome to bring their unit to a Dyson ************** for an inspection. Parts and repair would be chargeable and no further courtesies would be available. 

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18478762
  
  I am rejecting this response because:

  Never was I told when I purchased the unit it solely was a 6month warranty.  In fact when I contacted Dyson I was told the warranty was still active.   Solely after the complaint was I told it suddenly was no longer.  

  Anither thing to note is that Dyson offered subsequently to send me a.different model as a replacement.   I followed up to confirm and with some questions.  Then last night i received an email stating that since i had filed with the BBB, that offer was rescinded and Dyson would no longer provide the replacement. 

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

  

  Business Response

  Date: 12/07/2022

  Hello,

  Thank you for contacting Dyson.

  While a courtesy offer was previously presented to the customer, customer did not reply accepting this offer. At this point Dyson policy would be applicable. As the machine warranty has matured, we would be unable to honor the request for an exchange. Any parts or repairs would be chargeable to the customer.

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18478762
  
  I am rejecting this response because:

  It is not true at all.  In fact I responded three times and never received an answer.  Than lo and behold after BBB followed up I received a note yesterday stating in fact they jad received my questions and emails (yet still remaining unanswered) and that they would honor the replacement IF AND ONLY IF I revoked and removed/closed the bbb complaint and send them proof I had done so.  Honestly this blackmailing is truly and utterly ethically wrong.  

  This company's rating should be reviewed as the practices they adopt are quite troublesome and customers should be kept aware.
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 12/17/2022

  Good Morning,

  Thank you for contacting Dyson.

  The customer did not reply to our previous offer directly and chose to file with the BBB concern, therefore, we are required to reply to the customer with our final position via this platform. At this point, Dysons position would stand that since they are experiencing a smell from their unit, they would be able to bring it in for a courtesy health inspection and quote if needed from our Dyson Service Center.

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18478762
  
  I am rejecting this response because:

  The reply is for Dyson to charge me for repair of faulty unit.  So initially they state we will replace as under warranty.  Then state we will replace no matter.  Then we won't replace until you remove the bbb claim and proce you have done so.  Now they expect me to oay for repair.  

  All in all each and everytime this company has been untruthful, fraudulent.  Clealry rhey have no intention of resolving this issue except if they profit more from me.  Truly shows who deceitful this company is  
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for contacting Dyson.

  The customer did not reply to our previous offer directly and chose to file with the BBB concern, therefore, we are required to reply to the customer with our final position via this platform. At this point, Dysons position would stand that since they are experiencing a smell from their unit, they would be able to bring it in for a courtesy health inspection and quote if needed from our Dyson *************** This would be our final position. 

  Thank you,
  Dyson, Inc

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18478762
  
  I am rejecting this response because:

  Absolutely false.   I not only replied but followed up on my unanswered reply several times.  Have it all in writing as these were sent via email.  

  Dyaon keeps on lying and playing games, blaming the customer but facta are facts.

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

• Initial Complaint

  Date:11/29/2022

  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.

  I purchased and registered my Dyson V11 on 11/27/20 for $700. On 10/21/22, the canister broke on the machine. I contacted customer service, and my warranty claim was approved for a new canister. Since that time, I have contacted customer service 8 times. Each agent has blatantly lied to me. It is now 11/29/22, and my issue has still not been resolved. It turns out that the replacement part was out of stock, so I had to fight to get a new replacement vacuum instead. That vacuum was never shipped, and was ultimately also out of stock. I was offered a new Dyson V15 Detect instead, which was supposed to be shipped last week. Dyson is now claiming that vacuum is also out of stock. All the while, the company is selling this vacuum on its website. I simply want Dyson to honor its warranty and promises to me. It is unacceptable for a company to blatantly lie to a customer. I have now been lied to 8 times.

  

  Business Response

  Date: 12/05/2022

  Good Afternoon,
  
  Thank you for reaching out to Dyson.We apologize for any frustration.
  
  In this case, an exchange has been provided as of 12/5. The outgoing replacement machine is currently processing for shipment. We ask that the customer reach out to ********************** support with any questions or concerns.
  Thank you for notifying us of this issue and allowing us the opportunity to respond in regards to this report.
  
  Thank you,
  
  Dyson,Inc.