Complaints
This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,998 total complaints in the last 3 years.
- 1,051 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:08/10/2022
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.
On July 1, 2022 I ordered a Dyson Vacuum Cleaner that was $499.99. Less than 1 week later I received a Dyson Air Purifier and the box had a picture of the Air Purifier right on it. I cannot understand why Shipping would send the wrong item when there's a picture right on the box? Attention to detail.....Um, No. So as soon as I received this item I called **************** at **********************, told the situation and that I wanted to cancel the order entirely. After calling and emailing twice after the first phone call asking for a Return Label and not getting it, *** shows up to pick up the Air Purifier and THEY have the return label, so we have a tracking number for THAT return. Again, 3 communications and they never sent the shipping return label when they said they would. I have spent 3 hours on the phone with Dyson to be told I'd get a response via email within 48 hours. Never happened. Called back Aug 8, 2022 and asked to speak to a Supervisor. I waited 45 minutes on hold once I was transferred to the Supervisor. He was asking me what the email from Dyson was supposed to be about???? I'm not the Dyson employee!! But It's about the return and he showed notes from the prior conversation. I gave him a tracking number and he said why is it different than what Dyson shows? I don't know ******, that 's why I'm calling Dyson and trying to clear this up. He promised he would call me back the same day or next day and I've heard NOTHING. Dyson you are holding $535 from a Customer who did nothing but receive the wrong product from Dyson directly. Why don't you follow through on what you promise. This has been a disaster from the beginning and you will not accept any responsibility. I would highly highly not ever recommend ordering from Dyson direct again. I thought it would be like dealing with **************** Streamline and Awesome. It's been a nightmare and Dyson seems to not care about doing the right thing.
Business Response
Date: 08/15/2022
Good Morning,
Thank you for reaching out to Dyson. We are sorry for the frustration caused. In review of the customers claim and their Dyson account, the refund for their purchase was submitted on 8/12. Please allow up to **** business days for the refund to complete.
Thank you,
Dyson, Inc.
Customer Answer
Date: 08/16/2022
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,
*****************************Thank You BBBnothing happened until you got involved!! We really appreciate the promptness & resolution!
Initial Complaint
Date:08/10/2022
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 May 2021. Months after my purchase it stopped working. I have been trying for what seems like a year to get a replacement. Dyson keeps telling me its marked as high priority and they do not have any replacements available. I have had an unusable Dyson Airwrap for over a year now. I would like a refund ASAPBusiness Response
Date: 08/17/2022
Good Afternoon,
Thanks for reaching out to Dyson. We apologize for the frustration. Please attach the proof o purchase/photocopy of original receipt for review and we will see what options we have for further assistance.
Thank you,
Dyson, Inc.
Initial Complaint
Date:08/09/2022
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.
Hello-On 7/25 I purchased a Dyson Ball Upright Vacuum from Dyson Outlet on Ebay.Dyson Outlet is the official **** store of Dyson **** https://www.****.com/usr/dysonoutlet The unit arrived damaged. Dyson stated the brush head was defective, and offered a replacement brush head.My mother owns a Dyson vacuum. I borrowed her brush head. When installed onto the machine, the brush head did not function. When I installed the brush head that shipped with the new machine onto her vacuum, it did function. In short: the brush head was not defective- the machine was defective. I asked Dyson to faciliate an exchange or to provide another product at a reduced cost. They have refused. I contacted Dyson's escalations departments who stated " Unfortunately, due to inconsistencies with the information received and data found, we are unable to assist with this machine any further." When questioned as to the "inconsistencies" Dyson responded to contact the seller via ***** which is Dyson.Business Response
Date: 08/15/2022
Good Morning,
Thank you for contacting Dyson.
We are sorry for any frustration caused. The customer returned the unit to our **** outlet store, and their refund is being processed. Please allow **** business days for the refund to fully process.
Thank you,
Dyson, Inc.
Customer Answer
Date: 08/16/2022
Complaint: 17696269
I am rejecting this response because: I would like the opportunity to purchase the same machine at the same price OR another machine at a discounted price. Dyson has not been able to accommodate this request.
Sincerely,
*****************Business Response
Date: 08/24/2022
Good Morning,
Thank you for your reply to Dyson.
The customer is welcome to use the eligible Owner Rewards discount on eligible items as outlined on our website. We would be unable to provide a unit at the same price as purchased on our **** Dyson Outlet. The customer can contact our live chat on ************************** or call our helpline at ************ to discuss options.
Thank you,
Dyson, Inc.
Customer Answer
Date: 08/26/2022
Complaint: 17696269
I am rejecting this response because: I have tried using the phone number. Dyson refuses to provide satisfactory service
Sincerely,
*****************Initial Complaint
Date:08/08/2022
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.
The motor in my Dyson Animal 2 vacuum blew up. Its under warranty (Feb 2023) and they said they would ship a box to send it back. The box they sent was too small. I told them I needed one to fit my machine.. 48'' tall x 16" wide to fit the head. I got the first box back in May 2022. After waiting 6 weeks, and having them send the wrong box 5 times - too small. I had to make a box to fit my machine myself! I get an email on 7-6-22, (Order number: **********). telling me my order was cancelled?! I also receive and email on 7-6-22, with a shipper label. I then received an email stating the motor is out of stock. I get an email on 7-14-22, telling me they are sending me a new machine (same one) because the don't know when the motor will be back in stock. Then I receive on 7-21-22:: "the UP14 Animal US ************************ is currently out of stock with no Available Date of restock. However, the UP30 Ball Animal 3 Comp **/CA Gold/Silver is in-stock and available to ship immediately. If you would like to switch your order please reply to this email with your preference and a Dyson representative will assist you." I called them and stated my concerns about it being the same quality.. I have animals that shed. They said yes, same quality. On 8-4-22 I receive another email telling me its shipped. Exchange reference: **********. Your exchange order has shipped Your Dyson replacement is now on its way, as part of your exchange. DYSON CINETIC BIG BALL ANIMAL Qty: 1 There is also supposed to be a tracking number but its missing. Today is 8-7-22, I contacted support to get the number and its never been shipped because now... this 'replacement' is out of stock too? How can all of these machines and parts be OOS? They tell me to wait ***** hours for a response, but I've been waiting for that contact for 3 weeks now. I want my machine or they can reimburse me so I can buy from a competitor that will treat customers decent.Business Response
Date: 08/12/2022
Good Afternoon,
Thank you for reaching out to Dyson.
We are sorry for the frustration caused. Due to the global shortage and lack of materials we need to make specific parts we have seen significant delays this year with restocking. Dyson leadership was in touch with the customer on 08/08/2022. A replacement unit was shipped on 08/09/2022 and the tracking shows delivered.
Thank you,
Dyson, Inc.
Initial Complaint
Date:08/06/2022
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 recently return DYSON hair attachments and they had received it on 7/6/2022. Its now 30 days past and I still have not received refunds. Within the 30 days I had made 4 calls for an update. Every time I called they said they had received it and I have to wait for **** days for it to process. The last time I spoke to a rep was 8/4/2022. She stated that there was no confirmation of my return. I told her that I had spoke to several reps saying that they had received it. She even got me to do FaceTime to show her the *** tracking number w the confirmation on it. I called back on 8/6/2022 and now theyre saying that they not doing anything about it. How can they not refund me when they had already received the return. The amount is $226.18. I bought it through AFFIRM and now they have been asking me to pay for something I had already returned. The tracking 1Z2Y55899095443753 7/6/2022 at 9:42 at dock is when they received my return.Business Response
Date: 08/12/2022
Good Afternoon,
Thank you for contacting Dyson.
We are sorry for the frustration caused. Our Dyson leadership has reviewed this issue and based on the information/documentation that we have reviewed thus far, we unfortunately cannot provide assistance at this time.
Thank you,
Dyson, Inc
Customer Answer
Date: 08/15/2022
Complaint: 17682137
I am rejecting this response because:
Sincerely,
*****************Initial Complaint
Date:08/06/2022
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 never received the $649 vacuum cleaner .I received the notification that it was delivered on 07/06/2022 by their shipping contractor GLS. It was not delivered to my address. My two family members were at home all day and didnt see anyone coming - delivery or potential thieves. So it was delivered to wrong address or mishandled by driver. I immediately contacted Dyson and despite numerous follow **** one month later, they are still looking into it. No final decision on reimbursing me or sending replacement. Dyson team at first told me to contact *** myself and file complaint- which makes absolutely no sense. The way they treat customers and take too long to make decision and take action is appalling. I want my refund or replacement, and not wait over one month for multi milion dollar company to make decision. $649 plus tax is not small amount of money to me.Business Response
Date: 08/12/2022
Good Afternoon,
Thank you for contacting to Dyson.
We are sorry for the frustration caused. In reviewing the customers claim and their Dyson account, a replacement order was placed on 08/05 and shipped on 08/08. This order was delivered to the customer on 08/11.
Thank you,
Dyson, Inc.
Initial Complaint
Date:08/06/2022
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.
Have contacted Dyson numerous times with no response. This is my 4th Dyson vacuum and the customer service is deplorable. Serial ********************************************* V7 The battery life on these machines is absurd for the price you pay. I would like a new battery. I do not even use the machine that much. Battery life is 2 minutes after having the vacuum 2 years or so.Business Response
Date: 08/12/2022
Good Morning,
Thank you for contacting Dyson. The customers warranty on the V7 Fluffy matured on 04/27/2021. Any parts needed going forward would be chargeable.
Thank you,Dyson, Inc
Initial Complaint
Date:08/04/2022
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 new Dyson DC14 Animal Vacuum from Dyson years ago. I just started having issues with the machine. I called Dyson and the *** I spoke with did not speak good English he had a thick Spanish accent. The call lasted at least 15 mins longer due to this. The *** told me Dyson would come pick up my machine from my house and refurbish everything including accessories. He said this service would cost $50 and he would offer me 20% off of that. He said the process would take ***** days to complete. I have pets and can't wait 2 weeks to vacuum so I asked if I could get any kind of discount on a new unit. He said unfortunately he could not? I said ok let's go ahead with the refurbish. We then ended the call. Shortly after I received a text stating I had to take the machine top a *** store and it would not be picked up from my house! I am disabled with back issues so this was painful for me. I then started a chat to complain about the wrong information regarding the pickup. The chat person was way more knowledgeable and told me right off I could get 20% off a new machine. I ordered the Ball Animal 3 complete. I then received a call from the repair center stating my machine could not be refurbished and would cost $190 to repair 3 small parts? I was lied to about everything! I called in to get a supervisor, no reps would get me one. The first rep hung up on me. I believe when I called back, I believe I got the same rep that lied to me and he was no help at all. I feel like a chump and was treated terribly by your customer service. I will say if something is not done to make this right I will be returning the machine I just bought and will stop using Dyson products.Business Response
Date: 08/11/2022
Good Afternoon,
We sincerely apologize for the frustration and misinformation. This information was passed along to our customer care leadership for further action.
The information the technician provided regarding the quote at the service center was correct; they provide a full quote once the machine is received and inspected. We again apologize for the incorrect price as well as the other information that was provided.
Thank you,
Dyson, Inc.
Customer Answer
Date: 08/20/2022
Complaint: 17671529
I am rejecting this response because: This seems like they are just sweeping the matter under the rug! I was lied to and treated very poorly by Dyson customer service. I was hung up on and the CSR's refused to connect a supervisor. I have spent over $1000 on Dyson products only to be treated like a number that does not matter! The whole customer service team is poorly trained and rude uncooperative for the most part. I was promised many things to repair my DC14 none of which were true. Above all nothing was ever done to make this situation right. I remember Dyson customer service being much better in the past. Now it is terrible out of all the CSR's I spoke with only 1 was worthy of being a Dyson CSR. All the rest just told me whatever to get rid of me or hung up! I believe I would like to return the unit I just bought unless something is done to make this right. Thank you for your time regarding this matter and have a great day! ******************;
Sincerely,
***********************Business Response
Date: 08/26/2022
Good Morning,
Thank you for the feedback.
If the customer would like to return their most recent purchase, they are welcome to contact our customer service via our live chat feature on Dyson.com or call our helpline at ************.
Thank you,
Dyson, Inc.
Initial Complaint
Date:08/04/2022
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 ordered a dyson air wrap. I paid with affirm . The package was never delivered . I have contacted Dyson separate times now and they assure me each time that the case has been resolved and that the escalation team has set a refund that I should see in 24 - 48 hours. This has never happened. I continue to get charged by affirm. Dyson told me to contact affirm which I did . They are saying the issue needs to be resolved with dyson. Im beyond frustrated. They last contact I had was a return email from dyson telling me to send my item back??? An item that was never delivered. I am a hairstylist and was looking forward to using this. I have now indeed told all my stylist friends and clients to never purchase from dyson with their terrible resolution team. I need this addressed and sorted asap.Business Response
Date: 08/11/2022
Good Afternoon,
Thanks for reaching out to Dyson. The package shows delivered on 6/30/2022 to the address on the customers order. Due to this we would not issue a return unless the item is returned. If the package was not received we can suggest that she file a claim with the courier.
Thank you,
Dyson, Inc.
Customer Answer
Date: 08/14/2022
Complaint: 17671051
I am rejecting this response because:I did contact the courier directly. I sent dyson the information and today I received an email saying that I would receive a refund as the courier had accepted the package is missing.
Sincerely,
*******************Business Response
Date: 08/19/2022
Good Morning,
Thank you for the reply. We have requested a review of the information that was sent and a return upon confirmation that the package is listed as missing and not delivered.
Thankyou,
Dyson, Inc.
Initial Complaint
Date:08/04/2022
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.
Date of the transaction: 3/31/2022 The amount of money you paid the business: $456.86 What the business committed to provide you: A supersonic hair dryer What the nature of the dispute is: return was made and they have delayed the refund for 4 months already Whether or not the business has tried to resolve the problem: yes, I keep contacting them and they always push back and say that the refund has been requested although never processed for many months Account/order/tracking number: account is ********************* order number is **********, and the tracking number for the return is 1Z2Y55899095129012Business Response
Date: 08/11/2022
Good Afternoon,
Thank you for reaching out to Dyson. We apologize for the frustration.
Unfortunately, due to inconsistencies with the information received and the data found regarding the return, we cannot issue refund at this time.
Thank you,
Dyson, Inc.
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