Wholesale Vacuum Cleaners
Dyson, Inc.Headquarters
Complaints
This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,002 total complaints in the last 3 years.
- 1,052 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:10/04/2022
Type:Service or Repair IssuesStatus: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 air purifier/humidifier failed, before the warranty period expired. I was given a replacement part that did not resolve the problem. I then was told to bring the unit to a service center, which was an hour drive away. I did so, and the service center claimed they fixed it, but they did not. I have since called over 10 times, and no one will resolve the issue.Business Response
Date: 10/11/2022
Good Afternoon,
Thank you for contacting Dyson.
The customers unit is currently out of warranty, with a maturation date of 5/06/2022. The unit was brought to our Dyson ************** on 8/27/2022, out of warranty, where our technicians removed particles from the unit, and tested the unit as a courtesy. They provided it was working great. On 10/4 customer contacted our contact center, and were sent a replacement pump column as a gesture of goodwill. We will be unable to provide any further complimentary parts or repairs for the unit. Customer is welcome to bring the unit to the nearest Dyson **************, however the repair would be chargeable.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/12/2022
Complaint: 18167597
I am rejecting this response because:Dyson is conveniently leaving out pertinent facts. I reported the issue prior to the warranty's expiration, and Dyson told me they would send me a new pump, which would resolve the problem. I received the new pump in June, and used it for a month to see if it would work. It did not. When I received the new pump, I was told my warranty was extended. When it did not work, I called multiple times, and was told my only remaining option was to bring the whole unit to the **********, ** service center, more than an hour from my house. I explained that this was difficult for me to do, and they told me to take my time. So in August, I made it down there - they kept the unit for a week, and said they fixed it. Apparently, they did nothing, because it still will not empty a tank of water (it is now October, and the same water is in the tank that was there when I got the unit back in early September). When I called again in September, they said they would send me yet another water pump, which is apparently being delivered this week.
I reported the issue before the warranty expired, and it is only Dyson's delay that went past the warranty period. Dyson should stand by its products and honor its legally binding warranty
Sincerely,
*****************************Business Response
Date: 10/18/2022
Good Afternoon,
Thank you for the reply to Dyson.
The customer reported the incident on 05/09/2022 and a pump column was sent. The unit was then brought to our Dyson ************** on 08/27/2022 after the units warranty had matured. Our technicians inspected the unit, cleaned the unit out, tested the unit and reported it was working as designed. At that point we would consider the matter resolved. Any further issues reported would be outside of warranty. We would be unable to provide any additional complimentary parts or repairs, this would be our final decision.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/04/2022
Type:Delivery IssuesStatus: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.
The customer service at ********************** is horrible. I previously purchased the TP09 for a client in May, they had an issue and I had to call into customer service so they could use the warranty. The customer service rep at the time informed me that I ordered the product incorrectly and I should have ordered it as a gift through customer service so my client could register it. I kept this in mind when purchasing another TP09 for an out of state client. I called the customer service # ************** on 9/29/2022. It took 3 mins for the rep to get my name and address. I let her know that I had a meeting in 15 minutes and implied that should be sufficient time to place my order. I also asked for a domestic representative because I could tell it was going to take a while with her. She advised me no domestic representative was available but she would get the item ordered in the requested 15 mins. 23 minutes later the product was still not ordered, she had to keep placing me on hold. I had to disconnect to attend a previously scheduled client meeting. While she was polite, it should not take over 20 mins to place an order for one item. I called back the next day (9/30/2022), after this rep couldn't find my account after 5 mins I asked for a supervisor. After holding for about 20 mins she said a supervisor wasn't available, she took my phone # and said a supervisor would call me back. That was 5 days ago and I still haven't received a call back.After being thoroughly frustrated with calling customer service, spending over 40 minutes between both calls and the TP09 still not ordered I decided to try the Dyson Chat option. I thought this would be a much better option. The rep was responsive, I was very clear that I was ordering the product as a gift, provided both the mailing address and billing address and it was all wrapped up fairly quickly. I am now being told that my client cannot register the product as it will void the warrant.Business Response
Date: 10/10/2022
Good Afternoon,
Thank you for contacting Dyson. We are sorry for the negative experience.
Dyson leadership has reached out to the customer through the email address provided. We would request their reply via email to assist with this matter.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/03/2022
Type:Service or Repair IssuesStatus: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 airwrap that is still under warranty and was malfunctioning. I chatted trying to troubleshoot and end result was sent a prepaid lable to return mine for a replacement. It has been 3 weeks and I still don't have a replacement. I keep being told it's going to ship but every time I check there is am excuse, it's out of stock, they upgraded me to the newer version, then that went out of stock too, now they're sending me a newer version but that is low stock. I just want my replacement or a refund so I can go buy one in store!Business Response
Date: 10/06/2022
Good Afternoon,
Thank you for contacting Dyson. We are sorry for the frustration caused.
The customers replacement unit was ordered on 10/05/2022. It has shipped and is currently expected to be delivered on 10/11/2022.
Thank you,
Dyson, Inc.
Initial Complaint
Date:10/02/2022
Type:Delivery IssuesStatus: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 have placed an order on 2/9/2022 which is about 8 months ago. Dyson has charged me full amount. I ordered an air wrap from them specifically to curl my hair with the 40mm long barrels. Which they still have not sent me to this day. I have paid $592.61 for something that I still can not use 8 months later. I see that they are selling e product with the long barrels on their website right now as they keep telling me they never had it in stock. I feel like I have been lied to and dyson has stolen my money.Business Response
Date: 10/05/2022
Good Afternoon,
Thank you for contacting Dyson.
A member of Dyson leadership has reached out to the customer ************************ at the email address on the complaint with a resolution and are awaiting a response.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and they sent me a different color barrels in the mean time until the color that I have chosen is back in stock. Wonder why they didn't do this in the first place and waited 8 months for to for my to complain to BBB. But as of now I will be closing this complaint and wait for the correct color to arrive in the future.
Sincerely,
*******************************Initial Complaint
Date:10/01/2022
Type:Delivery IssuesStatus: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 returned a product to be exchanged that Dyson received on August 2, 2022. I was told I would get the exchange **** business days later but never received the package. I chatted with Dyson at the end of September (almost 2 months later) and was told sorry and I would receive an upgrade. I was told I could receive the hp07 model. The next day I received an email saying I would receive the tp07 which I was also told wouldve been 6-8 weeks away. The chart person told told me dont worry you will be receiving the hp07. Today the tp07 arrived and I called to find out what happened with the hp07. I was told I couldnt receive the hp07 (which isnt what I was told) and that I was offered tp09 (which I wasnt). She told me that I already received an upgrade and that there was nothing else to be done have a good day. I am so angry and will everyone I can not to purchase their products. Not a reputable company.Business Response
Date: 10/05/2022
Good Afternoon,
Thank you for contacting Dyson.
We have reviewed the customers complaint and their account. The customers original unit, a TP02, was repaired in May 2022, then in July 2022 an exchange was set up for the unit after another issue was reported. When a courtesy exchange is offered it is like for like. In the event we are out of stock of the model, at Dysons discretion an upgrade may be offered. The customer received an upgraded TP07 for the TP02 they originally owned. We would be unable to exchange the unit for another model, and would consider this issue resolved.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.That is fine but I still feel that it's bad business that the response didn't even mention the fact that I had to wait 2 months for a machine that Dyson received August 2, 2022 and was told I would receive **** business days after Dyson received it. It would be great if I had someone from Dyson let me know whats going on instead waiting 2 months. If I hadn't contacted Dyson myself to find out what was going on I might still be waiting for my machine. That's bad business. Also your reps are rude. Thank you for the upgrade I did receive.
Sincerely,
*******************Initial Complaint
Date:10/01/2022
Type:Delivery IssuesStatus: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 sent my Vacuum back to Dyson on 8/21/22 they received it 8/26/22. I contacted them with Shipping confirmation and was told that I would receive the replacement within 14 business days. I have now had to contact Dyson multiple times and keep asking for a supervisor and then get hung up on.Business Response
Date: 10/05/2022
Good Afternoon,
Thank you for contacting Dyson. We are sorry for the frustration caused.
In review of the customers complaint and their account. The customer has been shipped a replacement on 10/2/2022, and it is currently expected to deliver today 10/5/2022.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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.
Product: Dyson V11 Torque Drive Cord-Free Stick Vacuum I purchased this product in 2020, with a warrantee that guaranteed against product defects for two years. I vacuum a small apartment weekly and maintain the vacuum impeccably (regular cleaning by taking the roller out, changing filter, etc). Now, a few months after the warrantee has expired, the product is completely nonfunctional. Specifically, the trigger will not activate the vacuum despite the battery being fully charged. Additionally, the roller in the head attachment has all but disintegrated, with numerous holes and a concerning tendency to overheat. Had these issues occurred within the first two years of operation, I would have contacted Dyson immediately and sent the product in for repairs. However, the defects conveniently popped up after the warranty and grace ****** have expired, and Dyson insists that I am responsible for the entire cost of replacing the dysfunctional parts (at nearly $300 of cost). I have spent nearly an hour on the phone with a customer service representative who has offered a meager discount to the cost of replacement, but even this is insulting. A top-of-the-line vacuum costing nearly $700 should not need near-total replacement before 3 years of normal use. The vacuum works great when new, but Dyson's failure to stand by its workmanship and lack of flexibility with ongoing service speaks to a serious flaw in the firm's product line and management. I will not be purchasing from Dyson again if this issue is not resolved.Business Response
Date: 10/04/2022
Good Afternoon,
Thank you for contacting Dyson.
After review of the customers complaint and their account, we see the customers unit was out of warranty on 01/31/2022. At this point any repairs or parts would be chargeable. Customer spoke with a ********************** customer service agent on 09/27 and was advised parts were chargeable, as a gesture of goodwill they were offered a discount on the parts needed to which customer accepted and made the purchase. We would be unable to refund any monies paid, or provide free of charge replacement parts.
Thank you,
Dyson, Inc.
Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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.
Made 2 orders for a Dyson Airwrap on September 21, 2022 and I decided to cancel them both on the same day. My order was confirmed to be cancelled. However, when I checked my PayPal account. I was still charged for the order despite the fact that it was never shipped. My PayPal invoice ID is ************** and my transaction ID is *****************.Business Response
Date: 10/04/2022
Good Afternoon,
Thank you for reaching out to Dyson.
After review of the customers complaint and their account, one of the orders in question did not complete and no monies were charged. The second order in question, the customer has filed a dispute with their financial institution. Dyson is not able to investigate or provide a refund until the financial institution has completed their investigation.
Thank you,
Dyson, Inc.
Initial Complaint
Date:09/26/2022
Type:Product IssuesStatus: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 V11 Outsize (Red) around November 2020. In June 2021, the motorized head stopped working. I contacted support via chat and phone several times in 2021. Each time I was told the parts were not in stock, I would be contacted, which never happened. In September, I reached out again, and the part was placed on order. After three weeks, I received a cancelation email stating the parts were out of stock, but I thought the whole idea was to wait to get them. I contacted them again and was told that someone would reach out to me and that never happened. I gave up, frustrated.In July 2022, I reached out again since my warranty will run out in November 2022. This time the part was mailed to me, but it was for a different vacuum. I contacted support again and was told that the part was still out of stock and that someone would 100% reach out to me. This never happened.Today (09/26/2021), I was told again that the part was out of stock. I have been a Dyson customer *** and USA) since 2006 and have always enjoyed the product, but after seeing the company's refusal to honor the warranty for my product I will switch to a different company.Business Response
Date: 10/03/2022
Good Morning,
Thank you for contacting Dyson.
Due to the global shortage and lack of materials we need to make specific parts we have seen significant delays this year with restocking. A replacement cleaner head was ordered on 09/26 and per the tracking information was delivered on 09/30 at the front door.
Thank you,
Dyson, Inc.
Initial Complaint
Date:09/26/2022
Type:Product IssuesStatus: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 purchased a dyson Airwrap LONG blow-dryer on 8/26/2022 for ****** plus tax $653.24. Dyson does not require to sign for packages even though its a $600 item. *** delivered it and left it on my porch in front of my home and someone stole it! i have video footage of someone coming to my porch and stealing my dyson package because Dyson does not require a signature for their pricey packages. My item was delivered on 8/31/2022 at 12:31pm ( tracking # 1Z45Y0380398701100) within an hour my package was stolen. I reached out to dyson on 9/1/2022 and they could not provide me direct support, they had me communicate through a whatsapp number and i could not get any real assistance. I finally found a phone number to dyson and called them on 9/19/22 after not hearing from dyson AT ALL regarding my $653.24 refund. They informed me that they will start my refund request. I waited a week an *** 9/26/22 i called back after not receiving the email they guaranteed me i would receive regarding my refund. I was notified that my refund was still being reviewed and i would have to call back on 10/14/22 to see the outcome. They do not want to refund me and its been a month since my order was placed. Dyson has NOT tried to resolve my issue. order# **********. I have been on contact with 4 customer service representative and NONE has helped me with my refund and dyson does NOT have the correct phone number on their website, its of no help! i had to ****** their phone number. I want my refund ASAP! i do not want to wait another month for my $653.24.Business Response
Date: 10/03/2022
Good Morning,
Thank you for contacting Dyson. We are sorry for the frustration cause.
The customers refund was submitted on 9/26. Please allow **** business days for the refund to fully process.
Thank you,
Dyson, Inc.
Customer Answer
Date: 10/04/2022
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,
***********************
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