Complaints
This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,003 total complaints in the last 3 years.
- 1,055 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/19/2022
Type: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 October 11, 2022, I chatted with a representative because I was interested in placing an order for the TP02 Dyson Pure Cool Link air purifier, under the Owners Rewards link there was an extra 20% off, $200.00 off, and free air filter. The representative stated I could place the order with them. I did. I asked when everything will be here. They stated Friday, October 14th, but I will receive an email. I then receive the email. The email comes, which I have attached. It states it would be at my home on October 13th, I take off from work that day. This means it is a day I do not get paid for. On October 13th, I get an email that says the air filter has been shipped and the air purifier is still processing. I contact Dyson to find out what is going on because I took off. They acted very nonchalantly. They stated no their normal timeframe is 5 - 8 business days for delivery. I kept stating to them I have an email that said it will be there today. Plus, an agent stated tomorrow before the email was delivered. They stated since the machine was not shipped yet they would add a note to have it shipped by next day. I was ok with that. October 16th still has not shipped. I call them and they stated that will update it again, plus add the 20% off. The next day I see it still have not shipped. I call again. I asked for a supervisor. The representative said they would help. I advised of my concerns. They said the 20% is only added by a phone agent at time the order is placed and they are not sure about chat agents. They checked my order and saw the machine was still pending to ship and did not know why. I asked for the supervisor again. They said the supervisor would call me back in 1 to 2 hours. This was at 3:00 pm. The supervisor called at 5:28 pm. I was in a meeting at that time. It was outside the 1 to 2 hours and they called 3 times back-to-back to say they attempted to call numerous times. Supervisor name is *****. It might be spelled wrong. Both said 5-8 business days
Business Response
Date: 10/24/2022
Good Morning,
Thank you for contacting Dyson. We are sorry for the frustration caused.
The customer at the time the order was replaced received a $200 discount on the purchase price of the unit in question. Sale prices and our Owner Rewards discount cannot both be applied to the same product. Our Owner Rewards terms and conditions can be viewed here: https://www.dyson.com/inside-dyson/terms#Owner%20rewards. The sale was larger than the 20% discount, and the largest available discount was applied to the order. We would be unable to provide an additional 20% discount in addition to the already reduced price.
We do apologize for the inconvenience caused by not receiving the order when it was expected. There was no additional monies paid to have the unit delivered on a certain date. We do make every attempt to process and ship each item as quickly as possible, however sometimes that time may vary.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/25/2022
Complaint: 18245855
I am rejecting this response because:on their website it does not have no exemption where you can not combine the sale of the ****** and the 20% off. I have attached the whole process of getting to the air purifier I bought. You would go to Dyson.com, click the three lines at the top left of the website and the. Click my Dyson once you do that you will see owners rewards click that it will take you to the site about the 20% off on participating machines. There are a variety of machines and the one I purchased is one of the . I just didnt have a code. It stated to call. No where in the site it had I could not get the 20% off because it had nothing but the sale price of that machine and no terms on there. The BBB can check it is not right Dyson is trying to enforce it now after the fact when their own site does not say anything on there. Also I chatted with an agent to place my order because I had a question, that agent did not add the discount. I also spoke to several other agents on the phone and by email. Who said the agent in the chat should have added it but said I needed to chat with another agent. I kept getting the run around. Just like with the delivery date I had in writing that was emailed to that caused me to lose money by taking off from work. No one at Dyson is willing to take responsibility. This is even after proof can be presented.
Sincerely,
*************************Business Response
Date: 10/27/2022
Good Afternoon,
Thank you for your reply to Dyson.
The 20% discount is our Owner Rewards discount. In our Owner Rewards terms and conditions, the link that was previously provided, it states: "This is an exclusive offer available only for Dyson registered owners. This offer cannot be transferred or shared. Offer does not apply to and may not be used in conjunction with any other offers, sales, coupons, and promotions, with the exception of free/discounted tool, filter, or accessory offers, which may be combined with this offer; however no additional discount will be applied to any discounted tool, filter, or accessory."
The unit was already on sale, we cannot provide both the sale price and the 20% discount on the same item. This is our final position.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/18/2022
Type: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.
Since April, I have been trying to buy a part for my vacuum cleaner. I have been given incorrect information by sales representatives every time I have called. They have my serial number and model number and yet they constantly give me incorrect part numbers for which I pay and then it doesnt work. Every representative has given incorrect information on the phone, including a supervisor. The supervisor even gave me six different part numbers which I had to type into ****** and search and tell her if it was the correct part. Are you kidding me? This is the worst customer service for a product that I havent countered in 67 years. From the online reviews and comments, I see that I am not alone. I have joined a multitude of screwed Dyson customers. How is it that I know more about the product that they do?I just want to order the correct part for my machine but that seems to be impossible because the idiots on the phone dont know anything.Business Response
Date: 10/21/2022
Good Morning,
Thanks for reaching out to Dyson. We apologize for any frustration.
We do attempt to troubleshoot and verify an issue to determine which part a customer may need via phone or chat; however, not being present in the home to test the machine itself we have to suggest a part to the best of our abilities and resources based on only customer description. Occasionally, parts are ordered that do not solve the customers issue. We do have a 30 day money back refund policy in the event the incorrect part is ordered which the customer can take advantage of if their order was within the last ********************************************************************************************** the machine, this is very common within all appliance companies; when one part is out of stock, unavailable, more expensive, etc. we can offer or suggest another part number.
We are happy to help the customer try to determine which part may work for them. If they can provide us with as much detail about the issue they are having we are happy to verify which part is needed for them to order.
Thanks!
Dyson, Inc.
Customer Answer
Date: 10/24/2022
Complaint: 18243006
I am rejecting this response because: This has not just happened once, this has happened MULTIPLE times since April. Dyson has my model number and serial number. WHY WOULD A REP GIVE ME PART NUMBER AFTER PART NUMBER AND HAVE ME SEARCH ON ****** TO SEE IF IT WAS WHAT I NEEDED? How could Dyson not know? How could so many sales reps make "mistakes?" Obviously this company needs to do better training. I have seen from numerous online complaints that I am not the only customer having this problem. Their online rating is 1.5 out of 5. Customer after customer complains about horrible service, incorrect parts, etc. I HAVE AN $600 DOORSTOP!!!!!! Amazon was more helpful and knowledgeable that the manufacturer. I trusted a brandname that cannot back up with service. I now make it my mission to prevent others from making my mistake. I was once again promised a 20% discount on my most recent purchase. Didn't get it. Paid full price. Found 2 of the same on Amazon for less than one of Dyson's. Price match? Haha.
Sincerely,
***********************Business Response
Date: 10/26/2022
Good Afternoon,
Thank you for the feedback.
Our offer to the customer still stands, however we would need the information that was requested.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/27/2022
Complaint: 18243006
I am rejecting this response because: Dyson sent the WRONG part for the FOURTH time. A rep said that I had been getting incorrect part numbers from Dyson. She said Dyson kept sending 967157-01 but I needed 967157-02 for Serial Number ***************. She said that mine was a rare part and most sales reps didn't even know that it existed. She is supposedly sending the new parts but I have yet to receive them. Considering the number of wrong parts that I have gotten since April, I'm not holding my breath. Interestingly, when I went to return the wrong parts at **** the store said that the same thing had happened to them. They had a vacuum in the back for which they could not get the correct parts and they see people returning a lot of wrong parts to Dyson. THIS IS NOT THE CUSTOMERS FAULT. DYSON HAS HORRIBLE SERVICE AND REPS HAVE NO IDEA WHAT THEY ARE DOING. I will never buy another Dyson product and have slammed Dyson on every site I can find. I have seen that there are many of us. To quote the *** store personnel, "Dyson needs to get their act together."
Sincerely,
***********************Business Response
Date: 11/09/2022
Good Afternoon,
Thank you for your reply.
An order was placed by our customer service team for the ******** Service Assembly part number 967157-02. This is the part the customer would need based on the information provided.
Thank you,
Dyson, Inc.
Customer Answer
Date: 11/10/2022
Complaint: 18243006
I am rejecting this response because: I was originally told that the part was in stock and I would receive it shortly. After a week passed and I had received no shipment notification, I called and was told the order was being processed and I would get it shortly. If I didnt have it within a week, I was to call back. I called back and was told that it has been sent by *** and been reported lost. I received no shipping notification. He put me on hold and never came back. I called back again. This representative told me that there had been no shipment because there was no part. The previous rep had lied to me as had the one prior to that. You no longer make said part. When I called back to complain about a representative lying to me AGAIN, I asked to speak to a supervisor. The supervisor said that he would send me for free a V 10 upright. As he was on the phone, I searched V 10 upright and of course there was nothing. No one mistakes a stick for an upright. I asked if he meant a V 10 stick vacuum. He repeatedly said the word upright upright I said a V 10 upright. Are you kidding me? You dont make a V 10 upright. If I had accepted said vacuum, I would have to have returned my vacuum. However I had just bought new motor heads from a vacuum parts warehouse in ***** so all that money wouldve been wasted because they wouldnt fit the new vacuum. I was once again going to be out money. It would also have continued my dysfunctional relationship with the most dishonest company in America that I have ever encountered. I have lost track of the number of times I have caught Dyson representatives lying to me on the phone since April. You are a shamefully dishonest company.
Sincerely,
***********************Business Response
Date: 11/15/2022
Good Morning,
Thank you for the reply.
We appreciate the feedback, and will review the incident to strive to provide our customers a better experience going forward.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/18/2022
Type: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 contacted Dyson to report an issue with my Corralle Hair Straightener on 9/22/22. At that time I provided proof of purchase and the rep ******** the issue through troubleshooting. I was told that based on the issue I did qualify for an exchange but I would need to call back though because the system was down. I was told someone would call me back, they never did. I called back on 9/26/22 and had to go through the entire process again. This time they told me that there were no replacements in stock and that it would take 2 weeks but at that time I would receive a box to return the item once it was back in stock. I contacted them today 10/18/22 and was told that based on the serial number I did not qualify for an exchange. After escalating the call to *** (wouldn't give an employee id#) he explained to me that my serial number was flagged as possible stolen merchandise!!! I received this from a company through my employment and purchased in points, called BI Worldwide, which I explained to ***. He said my warranty would not be honored. I am so upset I will definitely be pursuing this through BI Worldwide as they stated they would look into it on my behalf, but I have wasted a month of calls and frustration. The supervisor said they found this out after an "investigation" a week ago but no one cared to call me. The worst part is that I know the information is false and he kept insinuating that maybe they got these devices at a flea market. I have never been treated so poorly by a company as reputable as I thought Dyson was, especially as much as you charge for your products Case #************Business Response
Date: 10/20/2022
Good Afternoon,
Thank you for contacting Dyson. We are sorry for the frustration caused.
The unit in question is a unit designed for another country. Dyson US authorized retailers sell units designed for the US. The customer would need to go through the company/retailer they purchased or received the unit from. Dyson would be unable to assist as this unit has no valid warranty.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/18/2022
Type: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 received a dyson cyclone v10 absolute as a gift from my Mom, *********************, in 12/2019. The machine number is YJB-US-MAE6328A. The 2 year warranty expired 12/2021. I began having problems with the trigger/machine getting stuck on in April of 2022. It was annoying so I started using a different vaccuum. I revisited the dyson in august and discovered the battery was run down so I spent 130$ plus tax and delivery to replace it. Now the machine will not shut off at all and troubleshooting states I need a new main body. This leads me to believe the main body was the problem that drained my original battery. Ive just had my 3rd conversation with dyson who is only offering a discount to replace the part. This problem began shortly after the warranty expired. This machine is too expensive to last less than 3 years! The "superior engineering" that is advertised is a total hoax. I would like the money for my battery replaced and a new main body.Business Response
Date: 10/20/2022
Good Afternoon,
Thank you for contact Dyson.
After review of the customers complaint and account. The customer contacted ********************** customer service on 10/18/2022 and a replacement Main Body was sent as a gesture of goodwill. We would be unable to provide a refund on the Battery purchased unless it is returned within the 30 day time frame.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/21/2022
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.
I appreciate the goodwill gesture and hope I do not run in to any other problems.
Sincerely,
*****************************Initial Complaint
Date:10/16/2022
Type: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 dropped off our broken Dyson Pure Hot+ Cool Cryptoic purifying fan heater to the ******, ***** service center in June 2022- almost four months ago. 06/21/22, I received a vague email from Dyson that read: "Dear Valued Customer, Thank you for your recent ********************** order. Unfortunately, due to higher than usual demand, the Heater/Cool Unit currently out of stock and we have no current eta for it. We will keep you updated if there are any changes. For any questions, please feel free to contact us."So, I called the Dyson customer service phone line twice regarding my concern with how vague that was and was not ever given any concrete answer. Life has gotten busy and I haven't been able to consistently call and follow up, and I haven't received any follow up from Dyson via phone or email since that email 06/21/22. I sent a follow up email to the ****** location ********************************* on 10/08/22- 8 days ago. No response. I stated that this was getting beyond ridiculous, that I purchased this machine when it was new and extremely expensive, when it the most fancy expensive updated Dyson available. I tried to recall the price which I believe was $699 agt the time, and now I don't even see it on your website at all. Probably because it has problems. It is not fair to sell such an expensive machine and have it break and not follow up with the people that bought it. I've had zero support or communication from ya'll since the vague terrible email below. I couldn't use it during the hot summer. I need my new machine and considering this terrible way the business has been handled, I believe it is more than fair for you to provide me with your latest, nicest model that exists. And I need proper professional communication.Please advise and provide next steps as soon as possible. Claim #****** Machine:DYSON PURE HOT + COOL CRYPTOMIC - HP06 Serial ********************** Warranty valid ********/10/2023 Date of purchase:01/10/2021Business Response
Date: 10/19/2022
Good Morning,
Thank you for reaching out to Dyson. We apologize for your frustration.
Due to stock limitations the model the customer had may no longer be available or not available at this time. However, the customer can reach out to customer service for alternative stock availability and which machine they may accept instead, this does need approval from the customer first. We are happy to approve a replacement machine for them.
The customer may reach out to customer service via chat, phone, or email at their earliest convenience to replace the order for a machine in stock.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/27/2022
Better Business Bureau:
After speaking with Dyson, I called BBB on ***** to ask for advise on how to handle this response request. Dyson has been communicative and nice. They just still don't have the proper replacement product available yet due to supply chain issues. But Dyson instructed me that they SHOULD have it in by December. I agreed with local Dyson Supervisor ****** that i would get the product when it would become available. And I marked on my calendar to follow up with her mid-November. When i called BBB to ask how I should answer this prompt, it was suggested that I opt for the "accept" option, and if in December there is not a solution, to follow up on reopening this case with BBB then. complaint ID ********
Sincerely,
*************************************Initial Complaint
Date:10/16/2022
Type: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 would like to bring this matter to your attention. In March 2022, I got an omni glide vacuum cleaner by Dyson. I used it everyday until around May, I noticed it started to give my brand new hardwood floor streak marks all over. I brought this to Dyson, a rep told me that I need to clean it which I did. The machine continued to leave streak marks everywhere. We looked at it again, the marks come from the two short sides of the head where there is some padding which is a little worn. I brought this matter to Dyson ******** a rep got back to me telling me to DM them but I could not because Dyson doesnt allow this feature. When tweeted back, Dyson did not respond. This is a faulty design. we would like a replacement of another model, will be glad return the omni glide back to you.Business Response
Date: 10/19/2022
Good Morning,
Thanks for reaching out to Dyson.
We do not consider this to be a defect with the Dyson, but the material we use on our cleanerhead *** not be compatible with this specific hard flooring type. Although Dyson vacuums are made to go on a variety of different floors, specific flooring manufactures each have recommended cleaning instructions which should be followed. Please see our owners manual instructions in regards to this below:
USING YOUR MACHINE
Check that the underside of the cleaner head or tool is clean and free from foreign
objects that *** cause damage.
Before vacuuming your flooring, rugs and carpets, check the manufacturer's
recommended cleaning instructions.
************* on the machine can damage certain carpet types and floors. Some
carpets will fuzz if a rotating brush bar is used when vacuuming. If this happens, we
recommend vacuuming without the motorized floor tool and consulting with your
flooring manufacturer.We would recommend that the customer reach out to the flooring manufacture to confirm if this should continue to be used on this specific flooring.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/21/2022
Complaint: 18231056
I am rejecting this response because: dyson advertised that the omni glide can be used on hardwood floor, yet, it leaves streak marks on my floor.
Sincerely,
*********************Business Response
Date: 10/31/2022
Good Morning,
Thank you for your reply.
We do not consider this to be a defect with the Dyson, but the material we use on our cleaner head *** not be compatible with this specific hard flooring type. We would recommend reaching out to the manufacturer of the flooring for instruction on the correct type of unit/cleaner head to use. We would be unable to provide a replacement, since the issue is not a defect of the unit.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/10/2022
Type: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 vacuum for $688.99. Dyson charged me and collected this money from my account. The vacuum that I received was terrible. I quickly decided to return it as I was still within the return period. I contacted customer service and they helped me with the return. Dyson customer service later confirmed that they received the return, However, Dyson has yet to refund my money. I have contacted customer service 3 times. The last 2 times, they apologized and told me they would escalate this issue. I have yet to receive the refund. I clearly told the customer service rep the last time I spoke to them that I would be making a public review if I didnt hear any updates about the issue by today. Dyson confirmed they received the return but has not refunded the $688.99 that they owe me.Business Response
Date: 10/17/2022
Good Morning,
Thank you for contacting Dyson. We are sorry for the frustration caused.
After reviewing the customers order, we do show the unit was returned. However, at the time of purchase no payment information was collected and the unit was sent in error without being payed for due to a glitch in our system. Since there was inadvertently no charge at the time the order was placed and shipped, there would be no monies to refund upon the return of the unit. If the customer has proof of a completed payment for the order, they are welcome to submit this information for us to review.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/19/2022
Complaint: 18194587
I am rejecting this response because:I have proof that you charged me on my credit card statement. I have proof that you confirmed that you received the return. I have proof that you are aware that I was charged. Please review the several chat conversations I had with your customer service line. Please have a manager call me. I am tired of going through your chat and it not being resolved. I have attached a screenshot of my bank account showing the charge and date.
Sincerely,
*********************Business Response
Date: 10/27/2022
Good Morning,
Thank you for your reply to Dyson.
We have reached out to the customer to provide the documentation showing they were charged for the order, as we do not see an attachment in the response.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/10/2022
Type: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.
Order number:1646174703 Hello, thank you for taking the time to help me out, I wanted to please reach out because during my check out with Dyson, I selected Wednesday, October 5 for delivery.However I received a notification stating that the Dyson package has been delivered way earlier in the week and when I came home, I did not see it.I reached out to ************* who was unhelpful, **************************, all were rude and didnt help whatsoever.*** already contacted Affirm and notified them that I never received my package.And please asking for help and just would like my item, I would greatly appreciate it. Thank you.Business Response
Date: 10/17/2022
Good Morning,
Thank you for contacting Dyson. We are sorry for the frustration caused.
In review of the customers complaint and their account, a replacement order was placed on 10/10/2022. The order shows it was delivered per tracking 1Z58333R4289917678, on 10/13/2022.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/07/2022
Type: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 Dyson vacuum through their website on Sep 5, then received a delivery notification on Sep 7. I live in a condo building so the concierge usually takes care of the delivery and notifies me through email. As I didn't get any notification from the concierge, on Sep 12 I double-checked the delivery notification on Sep 7: and the delivery address is wrong and it went to a different unit. I was able to see that on the delivery notice, my unit number was put in the wrong line and as a result, the delivery company delivered to the business address of the building. I called the Dyson service, which claimed that they have filed a complaint with the delivery company. The person on the phone said that they would come back to me in around a week, which never happened. Meanwhile, after communicating with the condo management, the management found footage on the security camera that the package was stolen a few hours after it was delivered. We've already filed a police report for it and sent it to dyson through email. The email was sent on Sep 21, which is supposed to get responded to in 3 business days (and it didn't happen). I inquired again on Sep 26, a representative said they would escalate the problem and respond in 3-5 days. Today is Oct 7, and I have never heard back from dyson ever since. Order number is **********Business Response
Date: 10/14/2022
Good Morning,
Thanks for reaching out to Dyson. We apologize for any frustration and delay.
We have noted the account that a courtesy replacement vacuum can be sent to the customer after review and investigation of issue. Since this has been noted the customer may contact customer support with this to replace their order.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/07/2022
Type: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 paid $450 for a Dyson Supersonic hair dryer in January 2020. Within the first year of me having it I started having issues with the dryer not turning on but typically after waiting 5 minutes it would work again. I did not know that the warranty was only 2 years (if I had, I would have had it replaced before then). My warranty matured January 2022 and then in September the machine completely stopped working. I have done all of the troubleshooting steps and have maintained it immaculately for 2.5 years. I also only use it less than 1x a week. A hair dryer with a price tag of $450 should be able to last for more than 100 uses. Since my warranty has matured Dyson has refused to help. They tell me to go to a service center which is over an hour away and spend even more money on a $450 hair dryer. They have also stopped responding to my emails completely despite me telling them that I have no way to access the service center they suggested.Business Response
Date: 10/11/2022
Good Afternoon,
Thank you for contacting Dyson.
The warranty on the customers unit matured on 1/10/2022. We would be unable to provide a refund, as they are well outside of the return time frame. The customer is welcome to visit the nearest ********************** ************** for an inspection. However, any repairs or replacement parts going forward would be chargeable.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/13/2022
Complaint: 18182314
I am rejecting this response because a $450 device should last more than 100 uses. The warranty period is irrelevant. I have used this blow dryer literally less than 100 times. Going to a service center is not feasible since there are no centers within 1 hour of me and I have no way to get there.
Sincerely,
Avery Brothers
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