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.

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

  
• 

  Dyson Service Center

  6115 Jimmy Carter Blvd Suite D Norcross, GA 30071

• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

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:07/30/2022

  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.

  I brought my dyson HP09 US Wh/Gd which was covered under a two year old warranty to the service center in person in the past 6 months. He told me that he needs to look at it and will contact me. I never received any contact after waiting a week. I called multiple times with no answer in the hollywood, ** location. Then I contacted customer service and was told on the phone that they were out of stock as mine needed to be replaced and they would send it in July. I also received an email after I requested in April 23, 2022. It is now end of July, no one answers at the customer service center. I am so upset. This was almost $1,000 and I am have no response from them or follow up. It has been over half a year already. I am in the healthcare working overtime everyday cuz of the short staff from pandemic and I dont have time to follow up after them. I just want my heater/airfilter and replacement or a refund. I have nothing

  

  Business Response

  Date: 08/04/2022

  Good Morning,

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

  In review of the customers complain and their Dyson account, we do not find proof the customer owned an HP09. We do see there was an HP06 on their account brought into our 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. We again apologize for that and are working through it as quickly as possible. Our Dyson ************** was unable to repair the unit, and opted to provide an exchange for the unit. These units are currently out of stock.

  We do expect our HP07 units to restock within 2-3 weeks currently. At that time we would be happy to complete the exchange, as well as add the warranty period the customer was without use of their unit. 

   

  Thank you,

  Dyson, Inc.

  

  Business Response

  Date: 12/30/2022

  Hello: 

  Thank you for contacting Dyson.  Our sincerest apologies for any inconvenience. 

  An exchange has been set up for the customer and is processing at this time.  The customer will be notified of shipment via email, including tracking information to follow the shipment. 

  The customer can inquire for status or additional questions by providing reference # ********** through any of our support channels (phone/email/live chat.)

  Thank you. 

  Dyson, Inc. 

  Customer Answer

  Date: 01/06/2023

   
  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 finally received the machine I was promised after 9 months. Without your assistance, I wouldve been left without an $800 machine I paid and promised for. It wouldve been a frustrating and disappointing experience by the mismanagement of dysons customer service. Thank you again. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/30/2022

  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.

  Vacuum head broke in February 2021 after the vacuum was purchased in March 2020. I have not been able to receive a replacement since reaching out in March 2021 and again this last winter. I have a vacuum that hasnt worked since 11 months after purchased. A completely waste of $749.

  

  Business Response

  Date: 08/03/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We are sorry for the frustration caused. 

  We have reviewed the customers complaint and their Dyson account. Due to the global shortage and lack of materials we need to make specific parts we have seen significant delays this year with restocking. We again apologize for that and are working through it as quickly as possible.

  Dyson leadership has contacted the customer to offer an exchange of her current unit, and as a gesture of goodwill have offered to add the length of warranty the customer has been without the full use of their unit. 

  Thank you,

  Dyson, Inc

• Initial Complaint

  Date:07/29/2022

  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.

  purchased vacuum 5/30/22, product broke by 7/1/22, spent hours on customer service line, kept sending me items to fix the problem, none of them resulted in a working product. finally agreed to send me a new vacuum, I shipped back the old one 10 days ago, still have not received confirmation from them about a new vacuum and they refuse to refund me. have had a broken product for over half the time of owning it. they claim to have a warranty, has only been one month of working and one month of dead product and it is still not rectified. paid ******, no working item from them.

  

  Business Response

  Date: 08/03/2022

  Good Afternoon,

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

  In review of the customers complaint and their Dyson account. The customer was refunded on 8/2 for the return of the unit. The process can take up to **** business days from that date.

   

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 08/05/2022

   
  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:07/28/2022

  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.

  5/15/22 Order # ********** Ref # ************ Purchased $883.89. Dyson Detect V15 Absolute The first item arrived as a defective one, so I called them and they said they would replace the item. I waited and received the second one and it was very used. I called and they said they would send me one that was exactly the same but with a different SKU number. I went to the website and found it was a discontinued item and had a lower price than the one I purchased. It was not the same and it was a discontinued item. Also, they didn't carry that item in stock.I called the next day and told them that I didn't want it and told them don't send me and just refund me.Then, they told me my case has to be submitted to the upper positioned different department to figure out the issue and they would get back to me in 24 hours.They never give you a callback and when I waited long hours to reach a supervisor, that person has no clue how to handle the job and yet keeps giving me excuses to avoid it.I waited long days and called again, with few disconnections and waits, explaining so many times.One person was able to put in process for a refund and told me to wait ***** business days, that was 6/21/22.I waited a month and contacted them by phone and chat line, and again told me to wait until they reach me back.My hope was to see the refund on the credit account that I purchased with.Nothing.I don't understand how they run such customer service when you are spending a large amount of money to buy a well-known ******* just want to be refunded. I don't want to deal with such a brand anymore.Please help me get a refund.

  

  Business Response

  Date: 08/03/2022

  Good Afternoon,

   

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

  Our Dyson leadership team was in contact with the customer on 8/1 notifying the refund for this order was submitted on the same day. It should process within **** business days from that date.

   

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 08/05/2022

   
  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:07/28/2022

  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.

  Placed Order# ********** 07/13/22 order marked delivered July 15 but was never delivered contacted dyson and was offered a replacement (new order #**********) the new machine is suppose to be shipped to new address in order to avoid missing shipment again few days go by with no updates of the new machine when I called customer service today and was told the machine already shipped to the old address even though I had given the new address the person I spoke to told me the issue would be resolved quickly now when I check the machine it says return to sender the tracking for this machine is 1Z58333R4288734840 if you check the tracking details the machine is actually going to the correct updated address so the person who I spoke to that told me the machine would have to be updated address gave me wrong information and requested for the order to be return to sender so I have spoken to someone again over the phone when i saw the machine is return to sender and was told that the first person who said they would quickly resolve the issue left a note saying I had originally called to called to cancel the order because it was put to the wrong address and this is not the case now I would like for the machine that's in transit and being returned to sender to be delivered correctly to the address that's on the package or for a new machine to be sent out its already 2 weeks since the machine was originally marked as delivered.

• Initial Complaint

  Date:07/27/2022

  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.

  Ordered a Dyson multisurface vacuum from Best Buy website on Feb. 14, 2022 for $426.89. Received it, used a few times, it didnt work. Wouldnt run across carpet or **** up dirt on carpet. Contacted Dyson. The rep said he would send a new head, 2 weeks went by, received nothing. Called and was told request was never processed so they submitted another one for a new head. called weekly for 6 weeks, was told each time it was coming but it never showed up. After 6 weeks, was frustrated and fed up so asked for a refund, was told to return the vacuum to Dyson and they would issue a refund. *** tracking number 1Z 2Y5 589 90 **** ****. Return reference # **********. They sent shipping label and then an email on April 19 saying they received the vacuum and would issue a refund, could take up to 30 days. May 31 Dyson emailed saying they couldnt issue a refund since it was ordered through Best Buy, contact Best Buy for refund. called best buy that day and was told to go into local store and talk to geek squad to process the refund. We dont have a local store so went to portage, ** store on June 4 when in town for granddaughters graduation. They said nothing can be done since Dyson had the vacuum and it was not purchased in store. They told me to call 1-888-Best Buy. That BB rep said she had to call Dyson for a verbal authorization code to process refund, also contact credit card company to dispute charges. Called Citibank and they issued a conditional credit 3 days later. ******** sent a letter July 6 saying they were reversing the credit. Spoke to 3 best buy agents July 27 and a Dyson agent. Getting conflicting info as to who owes the credit and what can be done, then told cant offer a refund from either Dyson or Best Buy as its outside the 30 day window. However, we have been fighting the issue since March 1! During 7/27 call with Dyson their system went down and they told us to call back Friday to see what could be done. Just want the refund. Dyson gave bad info,

  

  Business Response

  Date: 08/03/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We are sorry for the frustration caused. 

  We are happy to review to see if we have any options to assist the customer with our authorized retailer seller, Best Buy. We ask that the customer please attach a photocopy of their original proof of purchase/receipt. Once received we will advise if there are any other options for the return.

   

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17633858
  
  I am rejecting this response because: I have contacted Dyson multiple times since March and was told on July 29 that a refund wasn't an option since it was outside the 30 day window. Yet it is due to their misinformation and failure to send a replacement head as they promised that we went outside the 30 day window. I have provided them the shipping label they sent me to return the vacuum, the email they sent saying they received the vacuum and would process a refund, the receipt for the original purchase, and the email saying they would not provide a refund as that was Best Buy's job to issue a refund. I have provided everything I can, and this issue is still being drawn out without a resolution.  The last phone call was on July 29 where I was told the case would be escalated and sent to the specialized team in charge of refunds. That team was supposed to review the case and provide a decision via email in ***** business hours, and I have never heard from them as of Aug. 5. 

  Our Best Buy case ID # is ************. 

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

  

  Business Response

  Date: 08/15/2022

  Good Morning,

  Thank you for the follow up.

  **************** has requested a paper check refund since your unit was not purchased direct with Dyson. Time frame they ask to allow is 4-8 ***************** has to approve this request and then corporate has to sign off.   

  Thank you, 

  Dyson, Inc.

• Initial Complaint

  Date:07/27/2022

  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.

  Order placed 3/9/22: Order number: ********** Items purchased:1. 20mm Airwrap Long Barrel - received on March 24th 2. 40mm Airwrap Long Barrel - still not received ITEM #2 NOT RECEIVED -March 18th received first and ONLY notice that the 40mm item was delayed with anticipated receipt within 1-2 weeks.-May 13th: After not hearing anything further from Dyson, I called **************** mid-May and was notified that my product was mid-shipment and I should again receive the item within 1-2 weeks.-June 29th: After not receiving the product nor hearing any form of communication, I called Dyson **************** AGAIN to explain the situation. They had no updates for me or known shipment date as it was completely out of stock. They suggested I email my complaint due to lack of information they had on their end or remediation steps they can take.-June 29th: Complaint filed -July 5th: Received response to my complaint. Conversing with the team not-comprehendible due to perhaps language barriers - no idea what was being asked of me so I asked if someone could call me.-July 19th: Was told via email exact words: We do reply by email and not phone.-July 26th: I called AGAIN. **************** offered to swap the 40MM long-barrel airwarp with a 30MM long-barrel airwrap of a different color. I spent 29 minutes on the phone while they processes this request. I thought issue resolved.-July 27th: With no clarification, I was provided notice my order was CANCELLED. No reason. No refund. Incorrect statement that I was not charged in the email.HELP! I love Dyson products but this is one of the worst experiences with a company I've ever had. Please provide truthful and clear next steps to resolve this issue.

  

  Business Response

  Date: 08/03/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We are sorry for the frustration caused. 

  We have reviewed the customers complaint and Dyson account. There are two orders on the account. Order 1645447640, which included 20mm Air Wrap barrels, and 30mm Air Wrap barrels. These items show they were shipped and the order shows completed. Order 1148295453 was a replacement order for the 30mm Air Wrap barrels. 

  We do not show there was an order placed for 40mm Air Wrap barrels referred to in the customers complaint. These barrels would be chargeable, and would need to be ordered if in stock. 

  Can we confirm if the barrels being referred to as not received are instead the 30mm Air Wrap barrels?

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:07/26/2022

  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 an airwrap that costed me ******. One of the attachments did not work for and I got in contact with them to get an attachment that works for my longer hair. They promised me to send me free replacements when they were back in stock. I have tried to get those replacements twice and they have canceled my orders twice. Orders ********** and **********. Its has been 6months that I have been trying to fix this and they do not seem to want to send those atttchments.

  

  Business Response

  Date: 08/03/2022

  Good Morning,

  
  Thank you for reaching out to Dyson. We are sorry for the frustration caused. 

  
  We have reviewed the customers complaint and Dyson account. Due to the global shortage and lack of materials we need to make specific parts, we have seen significant delays this year with restocking. We again apologize for that and are working through it as quickly as possible. 

  
  The customers is outside of the return time frame provided in our return policy, so we would be unable to provide a refund. We did receive stock of the Barrels and have placed an order to resolve this issue. The customer will receive tracking once the item has shipped.
  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17626439
  
  I am rejecting this response because: when I bought this air wrap I contacted the business regarding my concern that the barrels did not work for me. They promised me to wait for the replacement barrels, even though I knew the *************************************************************** the replacement for free. It has been months that I kept contacting them and I would just get the turn around. I feel that I was misled into keeping a more than 600 dollar product because i was waiting for the attachments. Dyson was never intending to send me my replacements until I contacted the bbb. I was not able to try out the product before the 30 days due to them lying to me about receiving the attachments in a timely manner.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/12/2022

  Good Morning,

  Thank you for the reply to 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. We again apologize for that and are working through it as quickly as possible. The part requested is currently out of stock. Customer is welcome to contact our helpline at ************ to exchange the unit, or as a gesture of goodwill we will be happy to extend the warranty for the time the customer has been without the full use of the unit. 

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17626439
  
  I am rejecting this response because: I would like a refund because after multiple times of trying to get the replacement attachments  and this company making four confirmation orders saying it would be sent but automatically canceling every time. Why would I want a replacement if you cant send me the attachments I have been waiting for? Extending my warranty does nothing because this company just loves to cancel orders. I would like a refund because I was lied to about the replacements and I have just wasted my time trying to get this sorted with no good outcome. I do not wish to get I contact with Dyson anymore because I do not want to be lied to anymore. Please just give me my refund for this 600 dollar item that I have not been able to use.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/26/2022

  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 5/12/22 I reached out to Dyson for a vacuum repair. Dyson opted to replace rather than repair. I was told my replacement would ship when they received broken unit; usually a 10 day turn around. On 5/19/2022 I received an email saying my replacement was out of stock and no ETA. After several calls, I was told that they had received a shipment an my machine would be sent.On 6/1/22 I received an email saying that my exchange had shipped. A second email followed stating exchange order ********** had been sent to warehouse and I would soon receive a tracking #. 6/3/22 I again reached out, no tracking number sent. They assured me my order was in processing stage and I would receive my vacuum in 5 to 7 business days. 6/9/22 I reached out again and was told to wait 5 to 7 additional days. 6/14/22 I spoke to an agent and they offered to send me a loaner until my unit became available.7/8/22 and 7/13/22 I reached out for an update and was offered an machine of lesser value to rrr E place my vacuum. I declined stating I wanted my machine replaced as promised.7/14/22. I reached out and relayed that my machine is still in stock at stores in my area. They responded they would not refund me. I am not looking for a refund. I am not looking for a replacement of lower value. I am waiting still for a replacement. I asked if my model was bring discontinued, and was told that they were not aware of that. I then received another email saying Not in Stock and No ETA

  

  Business Response

  Date: 08/02/2022

  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. We again apologize for that and are working through it as quickly as possible. As a one time courtesy Dyson leadership has previously shipped the customer a unit to use until stock is received of the desired unit. Dyson will be happy to complete the exchange once we have received stock of the unit in question.

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17587751
  
  I am rejecting this response because: since the beginning of this exchange, and dozens of phone calls later, their response for the delay is never the same.  I have been told that new shipments are coming in and that my replacement has shipped, will ship or is in the processing stage.  The stores in my area still have stock of my vacuum.  If I had known that my exchange which I was told would be 10 business days to replace, would lead to so much frustration, I could have taking it to a local repair shop! If they knew that they could not replace my machine, they should never have told me 10 days.  They lied to me!  They took my $700 vacuum knowing that they could not replace it.  Deception! 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/11/2022

  Good Afternoon,

  Thank you for the reply. Again, we apologize for the frustration and delay.

  
  Due to the global shortage and lack of materials we need to make specific parts we have seen significant delays this year with restocking. We again apologize for that and are working through it as quickly as possible. As a one time courtesy Dyson leadership has previously shipped the customer a unit to use until stock is received of the desired unit. Dyson will be happy to complete the exchange once we have received stock of the unit in question.

  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17587751
  
  I am rejecting this response because: Back in July, I was offered a replacement vacuum to replace the loaner that I have now. Initially, I rejected that offer because I was holding out in hopes of having my vacuum replaced. Unfortunately, I dont believe that my vacuum will ever be replaced, so I am willing to accept the new vacuum and exchange. I included the attachment to the vacuum that you agreed to send to me. If this is possible, I will except this as a resolution.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/25/2022

  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 purchased a Dyson V8 stick vacuum from ******* That was a few years ago, and I loved it. Around February of this year, I started having a problem with my QR motorhead. So, I ordered a replacement part back in March. I was told they were out of stock. I have since called two more times, and there is a note on my file to contact me when they are in stock again. The thing is, I haven't been able to use my vacuum since February, and it was very expensive. I would hope a company such as Dyson would have better customer service.

  

  Business Response

  Date: 08/02/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We are sorry for the frustration caused.

  We have reviewed the customers complaint and their Dyson account. Due to the global shortage and lack of materials we need to make specific parts we have seen significant delays this year with restocking. We again apologize for that and are working through it as quickly as possible. The unit in question had an end of warranty on 10/13/2018. As a gesture of goodwill Dyson placed an order to resolve the customers issue, however due to stock constraints it was not able to be fulfilled at the time. 

  We have since received stock of the cleaner head for the customers unit and as a gesture of goodwill have placed an order to resolve the issue. Going forward all future parts and repairs would be chargeable due to the warranty exhaustion.

   

  Thank you,

  Dyson, Inc