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 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:11/16/2022

  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.

  On Nov. ***** Dyson advertised the upright V12Detect slim absolute as being on sale for ****** Both my daughter and I saw it on their web site on the 12th. On the morning of the 13th I purchased 3 as Christmas presents for my children. I was charged the original price of ******. yet website I was ordering from clearly said ******!! I tried to call customer service for help but they were closed on Sunday. I received my information yesterday but was traveling so I opened it today having faith that a reputable company would have fixed the charges as advertised. I was so wrong! (order #**********) I was charged the original ****** although website had advertised ******. My daughter had seen this at her own house clearly as me at my house! I called their **************** this am and was told' I never saw this and that price had change back on Oct. 31.' Wow! I know I can't make this up as I wasn't looking at vacuums in Oct.! Also I was supposed to receive them today and it's almost 4pm, they are not here. I received an email that said "delay" in subject I opened it all it read was Dear Customer,I have been overcharged by 300$ by the Dyson company. I tried contacting customer service and explaining everything with much kindness. I was told nothing could be done. This is false advertising and robbery. Thank you for your help. **************************

  

  Business Response

  Date: 11/22/2022

  Good Morning,

  Thank you for contacting Dyson.

  We did not find any information to support our V12 Detect Slim cordless vacuum was on sale at the time of the purchase. We would be unable to refund any portion of the purchase price. However, if the customer is not satisfied with the purchase, they are currently still within the return time frame. They are welcome to contact our customer service team by chat on ************************** or through our helpline at ************ and they would be happy to assist.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:11/15/2022

  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 have a Dyson Outsize Stick vacuum purchased less than one year ago. The collection bin broke, but it is still under warranty and when I contacted Dyson their only response was "sorry that product is not in stock so I can't order it". No other information offered. I asked to be transferred to a supervisor. I told the supervisor that I was not satisfied with this response and said that if they could not fix the broken part, they could replace the vacuum itself. After some time, and a demand to speak to someone higher up, I was finally told that an exchange of machines had been approved only to be told that the machine was out of stock as well. No other solution was offered. No expected time frame for replacement was offered: just a flat "it's out of stock." I was eventually told I was put on a list to be notified when the part/vacuum was back in stock and that I could contact them again then. I ended up stuck on the Dyson help chat for over two hours and was never given any information other than "it's out of stock, there's nothing else we can do." I had to push repeatedly to have my complaint escalated and was told multiple times that there was no point in going higher up because they'd just tell me the same thing. This is a completely unacceptable response to handling a broken machine that is under warranty. There were never other solutions offered to me to either fix my vacuum or replace it, if not with the same model then another. Dyson has a responsibility to honor their warranties in a reasonable and communicated time frame. I did not pay nearly $1000 for a machine that breaks in less than a year and then to experience such horrible customer service.

  

  Business Response

  Date: 11/22/2022

  Good Morning,

  Thank you for contacting Dyson.

  We have reached out directly to the customer via the email provided in this complaint. We would request they reply to the email for further assistance. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:11/15/2022

  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.

  Received Dyson V11 Torque Drive as a gift Christmas 2021. One year into my 2 year warranty, the battery is receiving zero charge- no lights, no action, nothing. Entered warranty request online 11/6/22. Request indicated I would receive confirmation email within 24 hours. No confirmation email received. Entered a 2nd request 11/7/22 - again, no confirmation email within 24 hours. Called customer service number on bottom of machine 11/8/22 and a bot system routed to my text messaging - all 3 attempts resulted in Dyson confirming I need a new battery. Since my unit was under warranty, I should get a confirmation email within 24 hours and will receive a new battery. I did receive an email saying my request was "processing" and when it was processed, I would get the tracking number. and receive the new battery within 5-7 business days. Here is is 11/15/22 and I have yet to receive an email with a tracking number. With Dyson, I cannot reach a person; all their customer service is "bot" managed. Very frustrating that people spend exorbitantly for their product and cannot get any customer service. Am I supposed to just not vacuum my house until they decide to "process" my request - which is covered under warranty? I had to purchase another vacuum. Will not buy Dyson again.

  

  Business Response

  Date: 11/22/2022

  Good Morning,

  Thank you for contacting Dyson. We are sorry for any frustration caused.

  An order was placed on 11/09 for the customer to receive a replacement battery. We do show this shipped under tracking number 4202345592612927005697000006247491, and delivered on 11/19. If the customer did not receive the order we would suggest they contact our customer service team via chat on ************************** or through our helpline at ************.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 11/23/2022

   
  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:11/10/2022

  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 bought a Humidify+Cool purifying humidifying fan and the serial number is ***************. It suddenly stopped working last month. The fan is not cheap: it cost me over $900. However, this machine only work for one year. I did a lot of research and a lot of people have the same problem. It is confirmed the problem with the design of the machine. I called dyson customer service and they said they will ship me a new humidifying fan once it is in stock and they said I only have to wait for one week. However, I have already waited for three weeks and I call them again. They told me since it is a courtesy exchange, I have to wait and they did not give me an estimated time when the humidifying fan will be back in stock. It is very obviously the problem with the design of the machine. Dyson is also not willing to send me any confirmation email or any proof shows that I have contacted them.

  

  Business Response

  Date: 11/19/2022

  Good Morning,

  Thank you for contacting Dyson.

  The customers unit was out of warranty on 06/15/2022. We did not receive contact from the customer until 10/13/2022 when the unit was well out of warranty. A courtesy exchange was offered by Dyson, however we would need to wait until the units have restocked before the exchange can be actioned. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18385701
  
  I am rejecting this response because:I did not receive any response from the business
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/28/2022

  Good Afternoon,

  Thanks for the reply. Per our notes we spoke with the customer on 10/24/*************************** regarding a courtesy exchange. The new machine would not have a manufacture warranty since their current machines warranty has expired and this exchange would be a one time replacement only. The customer is welcome to reach back to customer service to arrange the set up if needed.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18385701
  
  I am rejecting this response because: it has been over a month but I did not receive any updates of the exchange machine and every time I contacted the customer service, they said I still need to wait 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/05/2022

  Good Afternoon,

  Thank you for your reply.

  We currently expect a restock of our PH03 white/silver units within 2-3 weeks. We would recommend the customer contact our customer service team to set up the order for the replacement unit. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson outsize cordless vacuum and immediately out of the box the vacuum wouldnt work. Both battery are full and working but the vacuum will not turn on. Dyson has sent me SEVEN new machines and each one has done the EXACT SAME RESULTS. Dyson customer service have no idea what is the reason why every machine is inoperable and continue to exchange the unit with no success.

  

  Business Response

  Date: 11/15/2022

  Good Morning,

  Thank you for contact Dyson. We are sorry for the frustration caused.

  It is very unlikely multiple new units would not function out of the box. The customer is welcome to contact our customer service to set up an inspection at our Dyson ************** to determine the issue with the current unit. We would be unable to provide another replacement unit or additional parts without an inspection of the current unit. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18380958
  
  I am rejecting this response because:

   Dyson states that they doubt my claim that all of these cordless vacuum did not work brand new out of the box. However Every cordless vacuum  was returned and inspected by dyson and replaced on SEVEN occasions by Dyson! I received a new replacement EACH time and they still didnt function brand new right out of the box. If Dyson would have bothered investigating this, Dyson customer service has the history of all of the purchases and returns under my name and account. Im currently awaiting another new unit with an anticipated date of next week. What hasnt happened is no one from Dyson customer service has passed this case off for figuring out how this many units cant work right out of the box and brand new. I want to see if any other customers have experienced this and how to insure I receive a functioning cordless vacuum. I continue to try to use dyson for their cordless product because I need an outsized light weight unit as I have a broken back and have multiple pets. I want Dyson to look at my account and verify that this is the case and proceed with ensuring a functional product. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/22/2022

  Good Morning,

  Thank you for the reply to Dyson.

  The customers previous units were not inspected before they were replaced, as that is not the process that was set up on the account. Exchanges were set up. This simply involves returning the unit, and Dyson shipping a replacement. There is no inspection before the replacement unit has shipped. 

  The customer has received a replacement unit that was delivered on 11/21 per tracking 1Z58333F0336343268. Any further issues would require the unit to be shipped to our Dyson ************** for an inspection by one of our technicians before any further assistance can be offered. Since the customer has received a replacement unit we would consider this matter resolved. Should they have any further issues they are welcome to contact our customer service team via our chatline on ************************** or our helpline at ************.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:11/08/2022

  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.

  A part of my 3 mo old $800 v15 Dyson cordless vac came off. I contacted them in mid sept 2022 and they told me to return vac and they would replace. They received my vac on Sept 29, 2022. They then told me they would send replacement vac immediately. Oct, 2022: I called FOUR times and was told they had my ******* in warehouse and were going to expedite shipping. It never happened. Today is Nov. 8, 2022. On hold for 25 minutes after being told, your ******* is here and we are going to try to find another way to ship it. WHAT???! I am now on hold 30 minutes seeking a supervisor. Please help!!

  

  Business Response

  Date: 11/15/2022

  Good Morning,

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

  The customer was shipped a replacement on November 11th, and according to the tracking 1Z58333R0380300306 the package was delivered on November 12th.

  Thank you, 

  Dyson, Inc. 

  Customer Answer

  Date: 11/15/2022

   
  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:11/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order directly through Dyson on 10/20/22 for a V12 Detect Slim Extra vacuum. The order number is **********. Received email confirming item had shipped on 10/21. *** tracking #1Z58333F0335940810. Was tracking order through Dyson and *** and *** tracker stated return was requested by Dyson. On 10/26 I contacted Dyson regarding a status update and message stated on the *** website. No real explanation outside of an error on their end. Then received email saying a new order was submitted and was given a new order number **********. On 11/5 recd yet another email saying my warranty is now active for one year from that date. But I still have yet to receive the item. So original order was placed on 10/20 and its now 11/6 but I have yet to receive the vacuum. I have called 3xs over the last 2 weeks and keep getting the run around along with an attitude. If I had read other complaints sooner, I would have simply purchased the item direct from **************** etc and would have had the item in hand from day one. Horrible service, unexplained delays, with no explanation or outreach and of course no discount or credit issued. And I have nothing to show for the money I spent. Had higher expectations from a company that presents itself as a luxury best in class brand. I have no confidence that an item is even on its way to me. Dyson had no problem taking the $600 dollars from my account on 10/20 and could care less if I ever receive the actual item.

  

  Business Response

  Date: 11/14/2022

  Good Morning,

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

  The original order encountered an issue during shipping and was returned to Dyson. The customer was shipped a replacement unit on 10/26/2022, and does show it delivered on 11/08/2022 and was picked up by the customer. We would consider this matter resolved.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 11/15/2022

   
  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:11/05/2022

  Type:Customer Service 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.

  Dyson is a fraudulent company with unethical business practices. They have refused to provide me a product I paid for, a refund, or any documentation of the status of my order. I am refuting the charge with my bank and have called them almost daily to zero resolution.

  

  Business Response

  Date: 11/12/2022

  Good Morning,

  Thank you for contacting Dyson.

  The customers original order shipped on 10/29/2022, but due to a shipping issue was returned to Dyson. A replacement order then shipped out on 11/07/2022 and was delivered on 11/08/2022 per tracking number 1Z58333F0336180050. We have received no indication the customer did not receive this shipment. We would consider this matter resolved. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18362832
  
  I am rejecting this response because: I canceled my order on October 28th and called once again to cancel it a week later when I had been charged but never received my device. This is still the case and I have disputed the charges with my bank. I was told by two dyson customer service representatives that my order was cancelled but dyson still has not reversed the charges. This is a company acting fraudulently 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/22/2022

  Good Morning,

  Thank you for your reply to Dyson.

  Our position remains the same. The customer was shipped a replacement unit, and per the tracking it does show it was delivered. Since the customer is claiming they did not receive the delivery we will open a claim with the carrier.

  Additionally, the customer claims in their reply they opened a dispute with their financial institution. This removes the ability for Dyson to assist in resolving the matter until the investigation with their financial institution has completed. We would be unable to assist further with an open investigation. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:11/03/2022

  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.

  On Nov. 1, 2022, I purchased a Dyson Supersonic hair dryer online from Dyson.com. I needed the dryer for an event on Nov. 5, 2022 and initially planned to pick one up at a local store. However I opted to order online after Dyson.com stated a delivery date of Nov. 4, 2022. I received a confirmation email on Nov. 1, 2022 confirming my order and stating my delivery date of Nov. 4, 2022. I've ordered Dyson products in the past so I logged into my Dyson account today to check on the status and it said "waiting." Today is Nov. 3, which means my dryer needs to ship today. I called Dyson customer support around ****** today and shared my concern - I need the hair dryer to arrive on the delivery date I was provided and I'm concerned because it hasn't shipped. I had time to cancel my order and drive to a store to buy the Supersonic hair dryer today if my order was not going to arrive on time (tomorrow). The customer service rep assured me my order would ship, he checked stock and said it was in stock and processing and stated that sometimes there is just a delay in sending the shipment confirmation email. Tonight around 8:30pm I still had not received a shipping confirmation so I called back to customer service again. I wasted a total of 56 minutes talking to a rep and supervisor to ultimately be told there is nothing either can possibly do to help. **************** could not see why my order hadn't shipped and could do nothing to adjust the shipping speed - I learned NOTHING that wasn't in my online Dyson account status after wasting nearly one hour calling Dyson support. The only thing I did learn was that typically it takes 5-8 days for delivery so they weren't sure why my order confirmation and the website said delivery on Nov. 4. And my order confirmation doesn't say "estimated" or "projected" delivery date - its states the delivery date of Nov. 4. I feel Dyson.com is dishonest with their shipping dates to gain business and only the customer loses out.

  

  Business Response

  Date: 11/12/2022

  Good Morning,

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

  The customer paid no additional monies to have the unit delivered on an intended date. Our customers are given the option to choose their first estimated delivery date, this is subject to processing and shipping time frames as well. On 11/4 our Orders Team attempted to notify the customer through email there was a delay in the shipping. Per our website, "Dyson will make every effort to process orders within the stated time frame. Machine orders may have the option to choose an estimated first-available delivery date during checkout. Estimated delivery dates are not guaranteed." 

  We would be unable to provide a refund for the purchase, unless the unit is returned. The order was delivered on 11/8 per tracking 1Z45Y0380301671459. Should the customer wish to return the item, they are welcome to contact our customer service team. 

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:11/03/2022

  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 took my Dyson dryer for repair. I have been sent emails that the item was repaired and the amount. However, when I go to service center they tell me something completely different. Both parties have lied to me and neither take ownership of the emails I have received. I have wasted gas driving one hour each way and time. I have been ignored. And the call center in Columbia is a joke. They barely speak English and clearly read off a screen.

  

  Business Response

  Date: 11/12/2022

  Good Morning,

  Thank you for contacting Dyson.

  The customer has been in contact with ********************** customer service and the matter has been resolved through a courtesy exchange. 

  Thank you,

  Dyson, Inc.