Complaints

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

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Dyson, Inc. has 12 locations, listed below.

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• 

  Dyson, Inc.

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

  
• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson Direct, Inc.

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

• 

  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:11/20/2022

  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.

  We bought a Dyson Hair dryer from their website on Nov 20, 2021 for $474.06 (Order number: **********). Then we got a better deal of the same Dyson Hair Dryer at Sephora (~$330.00), so I bought a new one from Sephora. So, I wanted to return the one I bought from Dyson and then I printed a *** return label from Dyson on Dec 14, 2021. We dropped it at the *** store on Dec 16, 2021. *** Tracking number (1Z2Y55899092914697) showed it got dropped by us. When I did not receive the refund amount $474.06 even in March/April, we contacted Dyson on May 17, 2022, they also checked the tracking number that Dyson provided in the return label that it got dropped, so they apologized for the inconvenience and said they would refund the money asap. Then we called 3/4 times again and they kept on apologizing and telling us they would refund, but not ever refunding the money. Sometimes in September, they said you needed to claim it with ***! When we called ***, *** said it is showing as lost during the *** delivery ****** case - ********** c-********** *** confirmed package is lost), so Dyson needs to claim the money, not us. Then when we contacted Dyson again, Dyson again agreed that they would need to give us the refund, and would close the case in 3 days. A few weeks went by I have never heard from them yet. I have been waiting for $474.06 from Dyson which is rightfully mine and as a customer, I did my job of returning it as per their instruction. I never expected this kind of experience from a great company like Dyson. Please help me get my refund as soon as possible as it is almost a year now that I've waiting.I have attached all screenshots of order confirmation, return label email, and email correspondences with the Dyson agent ******************************* <**********************************************************************>.Dyson Case - ************ ******. Call id ************ ***** case - ********** c-********** *** confirmed package is lost

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,

  Thanks for the information.

  We have forwarded this to our investigation team for review of the customers claim with the shipping courier regarding the package which typically takes approx. **** business days maximum to fully complete. Once this is confirmed and completed with the courier we will reach out to the customer ************************ to advise of the outcome/next steps.  

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18443099
  
  I am rejecting this response because: Dyson has not contacted me yet and I did not get the refund that I have been awaiting from Dyson for the hair dryer that I returned. It's been more than a year now and I did not expect this from a reputable company like Dyson. I own at least three Dyson products, and I am really unsatisfied with their return service. 
  
  

   

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

  

  Business Response

  Date: 12/06/2022

  Hello, 

  Thank you for contacting Dyson.

  After further review, our internal team did approve a refund for the order not received. The refund was processed by our financial institution and posted to the customer's method of payment December 2, 2022. At this point the customer would need to work with their bank if funds have not been received.

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 12/08/2022

   
  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:11/18/2022

  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 husband purchased a Dyson Corrale straightener (F2M-US-NBJ0107A) for me in early November 2020. I received it as a birthday gift on 12/05/2020. I have been repeatedly receiving a Too Hot alert when turning the machine on. I reached out to customer support via chat on 11/18/2022 and told I would need to purchase a replacement for $534.99 as the machine was out of warranty. I do not agree as the machine was not first used until 12/5/2020 which is within the two year warranty window. Requesting additional review of this issue for replacement or repair under the warranty.

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,

  Thanks for reaching out to Dyson. We apologize for any frustration.

  Once a warranty expires we are unable to repair or replace under it under the manufacture warranty, however, the unit can be inspected at any Dyson ************** and we provide free health checks once per year to all current customers. The customer can log onto ************************** to review the nearest DSC and see if there is a location that they would be able to either bring it to when they are in the area or ship to if needed. Alternatively, the machine can be brought to any small *************************** repair facility for testing and inspection on a quote for repair.

   

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:11/18/2022

  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 returned purchased item few days after receiving it and according to Dyson return policy. I have *** confirmation that Dyson received it on November 1. The official Dyson policy states that refund should be processed within **** business days. Within last week I called Dyson multiple times for refund status ( not received any email confirmation that was completed) and was provided multiple misleading information each time. No one is taking responsibility and no money was send to me. I had to take this with my credit card and request dispute so I dont pay extra for late payment or interest. Called Dyson again today and sane story with placing me on hold and trying to find out what happened and still different information than yesterday with no confirmation of the refund

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,

   

  Thank you for reaching out to Dyson. We apologize for any concern and frustration.

  If the refund has not been seen applied as of today please advise us of the tracking number for the return.

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:11/18/2022

  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 am the owner of a Dyson AM04 heater. This heater has been recalled by Dyson and you can find the info regarding the recall here. https://www.dysonrecall.com/en-GB/Info I called customer service and they could not find the recall. I went into a live chat and was told it is under recall and to call. I was then told to keep using the machine it was fine. And then was told it's not it will catch on fire. Can someone just please process this recall as no one has any information?

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,
  
  Thanks for reaching out to Dyson and we are happy to clarify the recall policy and procedure.
  
  Not all Dyson AM04 machines and/or serial numbers were included in the recall.Only machines with specific serial numbers bought within a certain time frame were included in that recall. Based on the customers purchase date and confirmed by the customers serial number they were not included in the ********************** recall and therefore no additional steps or action is needed on the customers side.
  
  Thank you,
  Dyson,Inc.

• Initial Complaint

  Date:11/18/2022

  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 order #********** was place mid Oct. They charged me for the purchase. I called said I never received it. They said they will send me a replacement. They sent me a replacement beginning of Nov and charged me again. I have called them several times about the duplicate charge. They said no, it's a pending charge. I sent them a copy of my statement showing them the posted charges. They kept telling me it's a pending charge. Clearly it's not if it's on my statement. Even my bank confirmed it is not a pending charge but an actual posted charge to my account. They told me twice I would receive a refund and still nothing. Not only that but there is a recurring charge on my account for *****. Charged once in Oct and Nov. My card company said it's a recurring charge because there's another one that will hit the account soon. I called them and they said there is no recurring charge. Again they have copy of my statement and it shows two charges for the same amount. I have not receive any type of refund from them for the duplicate or the recurring charge, which I don't even know what it is for. They can't seem to tell me.

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,

  
  Thanks for reaching out to Dyson. Dyson's investigation team and leadership has reviewed the customers report and followed up with the customer ************************ with our final findings:

  
  We charged the customer ****** plus tax ****** for the v15 DT machine.
  The second charge is for ***** which is the floor dock also ordered; it states if ordered, the customer will get $100 dollars off on the floor dock. The original price for the floor dock was ******, and was reduced by $100 dollars on it, and now the charge is ***** plus tax *****, which is why they were charged ***** for the floor dock. These are the only charges that Dyson received against the account/card used.
  
  The customer was charged appropriately,

  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18435023
  
  I am rejecting this response because as you can see on my statement I was charged again on 11/7/2022. When I called, the representative that I spoke with agreed when she saw my statement that I was charged twice and was not sure why. She was working with the refund department to get me a refund but I never heard back. I called three times and every rep I spoke with agreed I was charged twice when looking at my statement. My card company confirmed as well I was charged more than once by Dyson. I am attaching my statement again as proof of the charges. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/06/2022

  Hello,

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

  After further review, we were able to locate a second order placed by customer on 10/23/2022. Order number **********. This order was shipped and delivered October 27, 2022 by **** The order the customer referenced, ********** was shipped and delivered October 28, 2022 by GLS. As the customer indicated order ********** was not received, a replacement was shipped and delivered November 8, 2022. 

  At this point as all orders show fulfilled, customer would need to return one of the orders to receive a refund. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18435023
  
  I am rejecting this response because order number 1646285908 was not received and delivered again on 11/7 or 11/8 which was when the second charge was made to my card. Again, if you look at the statement the second charge was made the same time the replacement was sent. There was never a second order as stated. There was only one order and I can confirm I only have one Dyson. Not two. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/09/2022

  Hello,

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

  
  After further review, we were able to locate a second order placed by customer on 10/23/2022. Order number **********. This order was shipped and delivered October 27, 2022 by **** The order the customer referenced, ********** was shipped and delivered October 28, 2022 by GLS. As the customer indicated order ********** was not received, a replacement was shipped and delivered November 8, 2022. 

  Both orders in question were created by customer through automated ordering process on Dyson.com website. ********** was created at 2:28 PM October 23, 2022 while order 1646285908 was created at 1:46 PM October 23, 2022. Customer would have received automated emails regarding each order on her registered email address. Customer Support is able to resend these if needed. As these orders were created by the customer and fulfilled, we would be unable to process a refund for the second charge without the product being returned. This would be our final position. 

  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18435023
  
  I am rejecting this response because:I cannot return a product I never received. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/13/2022

  Hello,
  
  Thank you for contacting Dyson. I apologize for the frustration.
  
  After further review, we were able to locate a second order placed by customer on 10/23/2022. Order number **********. This order was shipped and delivered October 27, 2022 by **** The order the customer referenced, ********** was shipped and delivered October 28, 2022 by GLS. As the customer indicated order ********** was not received, a replacement was shipped and delivered November 8, 2022. 

  
  Both orders in question were created by customer through automated ordering process on Dyson.com website. ********** was created at 2:28 PM October 23, 2022 while order 1646285908 was created at 1:46 PM October 23, 2022. Customer would have received automated emails regarding each order on her registered email address. Customer Support is able to resend these if needed. As these orders were created by the customer and fulfilled, we would be unable to process a refund for the second charge without the product being returned.

  If customer would like to dispute delivery of order, customer would need to reach out to ********************** Support and *** Claim Investigation would be needed. Based on the findings of ***, Dyson would make a determination regarding the refund request for the second order. 

  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:11/18/2022

  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.

  In October I purchased and AirWrap device from them and have followed everything to a T for caring for the device and it continues to stop working. I called today 11/18 to complain and the said I need to follow their steps and call back in 24 hours for them to do anything. This is unreal I then asked to return the device due to its inability to not function properly. They said I was a few days over the 30days from the order date and not the delivery date and refused. How can they charge ****** for an item that has function issues and not do anything. Also i couldn't understand ******* and he couldn't understand me speaking slow and clear English. They REFUSE to stand by their product that when it works is amazing but why offer a 2 yr warranty and not follow thru with it. SHAMEFUL AND DISGRACEFUL !!!!!!!!!!!!!!!!!!!!!!!!!!!!! They should be held accountable if your going to charge so much for a product make sure you treat your customers with respect and do the RIGHT THING !!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,

  
  Thank you for reaching out to Dyson. We apologize for any frustration.

  
  Our return policy, both online as well as customer service confirmed, provides a return of the item within 30 days after the purchase date. Since the customer was outside of this window at the time of the request for a return we were unable to process that for them, however, the unit itself is covered under a 2 year manufacture warranty for repair or replacement if a defect is found. It is very common that the machine may power off if the machine filter is clogged or full of debris, therefore, we always recommend that it be cleaned and dried fully first which usually takes ***** hours to see if that will resolve the issue. These steps that our customer service associate took were appropriate based on our current troubleshooting policy steps. However, if the machine is still not working or giving the customer additional problems/issues they can contact us again via chat or call and the customer service agent will view the machine via the customers camera on their cell/computer/Ipad. etc. and verify the issue, do some diagnostic troubleshooting and then take the next appropriate steps to get the issue resolved.

  
  We ask that they please reach out to our customer service team for further assistance if they are still experiencing any issues with their Dyson.

  
  Thank you,
  Dyson,Inc.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18434429
  
  I am rejecting this response because: it continues to not work after all their trou le shooting steps.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/06/2022

  Good Afternoon,
  
  Thank you for reaching out to Dyson. We apologize for any frustration.
  
  If the machine is still not working or giving the customer additional problems/issues they can contact us again via chat or call and the customer service agent will view the machine via the customers camera on their cell/computer/Ipad. etc. and verify the issue, do some diagnostic troubleshooting and then take the next appropriate steps to get the issue resolved.
  
  We ask that they please reach out to our customer service team for further assistance if they are still experiencing any issues with their Dyson.
  
  Thank you,
  Dyson, Inc.

• Initial Complaint

  Date:11/17/2022

  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 husband bought me a hair dryer from Dyson. We decided to return it and they sent ** a return slip to his email, and we sent the machine and free gift box all back in one box like they shipped it to us. What he didnt realize is they sent two return slips for the free gift and the hair dryer, and Dyson is refusing to acknowledge they received both items. We have both called customer service for months and they say they checked the weight of our return and they received everything back and the outgoing weight matched the incoming weight, but will not issue a refund for $400!! They tell us they will look into it and call us back, but no one ever does. We are coming up on a year we have been trying to get our money back or at least send us the hair dryer back but they refuse to do either. I have never had such a bad experience with a company, and I own many of their products.

  

  Business Response

  Date: 11/28/2022

  Good Morning,

  
  Thank you for reaching out to Dyson and we apologize for any frustration.

  Unfortunately, due to inconsistencies with the information received and data found regarding the return, we cannot issue a refund at this time as the item has not been returned.

   

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18432429
  
  I am rejecting this response because:

  They kept our return and money and refuse to give either back to us. We have contacted Dyson so many times and they have said we see your return and will issue the refund in 20 days, but they dont. I have also asked to send back the box I returned so I have at least something, and they wont do that either. I try to believe that companies will do the right thing, but we have been taken advantage of in this situation. 

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

  

  Business Response

  Date: 12/05/2022

  Good Afternoon,

  Thank you for reaching back out to Dyson.

  The customer was issued a refund on 11/29, it can take up to **** business days to complete. We would request the customer to complete all future ********************** purchases at an authorized retailer. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:11/17/2022

  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.

  If you are thinking about buying anything from Dyson dont do it! This has been my experience with them and Their customer service. In December 2021 I received a Dyson air wrap as a Christmas gift its starting having problems so I sent it off to be repaired it arrive to their warehouse on September 1st I received a new machine on September 7th I had problems with that machine so I sent it back. It was received on Wednesday, October 26. I contacted Dyson support when I did not get any emails with tracking for my new replacement. They told me that my new machine was already delivered on September 7th I explained to them that was my first replacement and i just sent that machine back and it arrived to them on the 26th, since then, they stated that I have already received my machine and they wont send me a new one out and they will contact me in 24 to 48 hours after they filed a claim. ****** said that to me now about 4 times I havent had any contact from them. *** called them emailed them message them, done everything i can and they are refusing to send me my machine even though i sent mine in and have nothing. **************** gives me the same runaround every time i contact them they hung up the phone on me,And to make matters worse Im apparently not the only one this has happened too some people have been waiting since January of last year for their machine??

  

  Business Response

  Date: 11/30/2022

  Good Afternoon, 

  Thank you for contacting Dyson.

  The customer was sent a replacement unit on 11/08 and it arrived via tracking number 1Z58333R4280265077 on 11/11. We would be unable to provide a refund as requested as per our website refurbished products are not eligible for a return/refund, and a replacement unit was delivered to resolve this issue.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18431593
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  They only finally gave me one after i left reviews on all their social media! I sent countless messages, emails and calls with bo help at all I finally had to contact *** myself and file a claim because they didnt file the right one even after i told them what they needed to do. This company is a scam. They pretty much refused to help me, and they also hung up the phone on me. 

• Initial Complaint

  Date:11/17/2022

  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.

  Gentlemen, I purchased 2 Dyson Vacuums from 2018 and 2019. As you can see They both did not last as they had many issues. I first bought one and had issues as it basically broke down after the warranty so I threw it out. Well I purchased another one figured I would give it a chance well it did thx same thing! It seems to break down after the warranty so I threw this one away. Im very tired of seeing. All these demonstrations on QVC where they sell the Dyson and offer great prices! Im beginning to wonder if the products are actually good quality that theyre selling at a discount price? Like I stated *** gone through two of them yes its out of warranty its been a while but Im just tired of it and aggravated I contacted dice and they claim theres nothing they can do going back-and-forth email to email from a person named ********************** Resolution Specialist. *** tried to contact the *** *************************** and Ive gotten nowhere after the second day of going back-and-forth I received an email stating that they were shipping me a new Dyson so I called to verify the tracking and after going back-and-forth they stated that it mustve been a mistake that they sent us there saying it was a error that it was from 2018 ? I said first of all it was sent yesterday which was November 16, 2022 with my current address not my old address that was 2018 so basically they were calling me a liar and they could not explain what occurred and theyre basically saying their IT department said there mustve been a mistake which doesnt make any sense? So now theyre calling me a liar and Im just trying to find out why they would send that stating I was getting a new Dyson replaced ? I think its wrong the way they treat customers and especially now after getting this email I do have a copy of it to they sent.

  

  Business Response

  Date: 11/30/2022

  Good Afternoon,

  Thank you for contacting Dyson.

  The customers unit has an end of warranty of 08/27/2018. We would be unable to provide any further parts or exchanges for the unit in question.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18419628
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  P.S 

  As I stated before they sent this email that is attached. They claim I must have had a wifi issues ? Thats not the case as I  have had no issues at all. They basically are claiming ** lying and making excuse after excuse! They obviously were planning on resolving the issue and now they just do not care they know I have had issues with 2 products and Im not looking to replace 2 as I fee they should be sending me one. They do not care about their customers and even though The customer spends a lot of money for their vacuums but they o not want to accept their are issues with there products 

  

  Business Response

  Date: 12/06/2022

  Good Afternoon,

  Thank you for contacting Dyson.

  The customers unit has an end of warranty of 08/27/2018. We would be unable to provide any further parts or exchanges for the unit in question. This would be our final position. 

  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18419628
  
  I am rejecting this response because: They refuse to justify that they were sending a replacement and all of a sudden 

  they are retracting what they sent me and claim my wifi must of been not working etc. They are trying to make excuses as there is no way an email would be sent to me stating that my replacement was being processed. They seem not to care about customers. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/17/2022

  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.

  Hi purchased a Dyson Airwrap 22/04/2022 used only a handful of times and then the machine just started cutting out and a red light would flash at the base. I called Dyson to report this and was asked to video call and show the issue and so they could check the filter. I was then told technical services would call within 72 hours, they didnt. I called them 2 weeks later on 12/11/2022 and was told it would need to be picked up for repair and as I couldnt stay home all day would be picked up from my place of work on 14/11/2022. My home ring doorbell went off in the afternoon and from work I could see it was DPD at my home to collect the Dyson. I immediately Called Dyson who told me the address had not been changed even though I had it reconfirmed to me. They then said that someone from technical services would call me. I then sent an extremely frustrated email and received a call straight away. The lady asked me if I would video and show the device but I was now on my 2 hour drive home and she said she would call back at 7pm. I was the called at 6pm and declined the call as I was still driving. When I got home I called Dyson requesting technical call me back and was told it would be within 24 hours which again wouldnt work for me. I then got a call that evening did the video and was told it needed to be exchanged and could I do it today 16th. I took a day off work waiting home all day and I have just called Dyson as Ive no updated to be told theres been a delay and it will be tomorrow. I have had to take a day off work unpaid and nobody thought to contact me. I am further out of pocket and let down once again by Dyson. I am still waiting for a manager to call me, I was told within 24 hours, that was 3 days ago. I have no faith in Dyson and wish for a refund, the product isnt good enough to warrant all this stress and financial loss, Ive been told there is no escalation process for complaints so I just have to accept the lies they tell me over the phone

  

  Business Response

  Date: 11/19/2022

  Good Morning,

  Thank you for contacting Dyson.

  We are unable to locate an account from the information provided in the complaint. We would request the customer to provide the serial number of the unit in question, or the email address their Dyson account is under.

  Thank you,

  Dyson, Inc.