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. has 12 locations, listed below.

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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 Direct, Inc.

  7485 Dean Martin Dr STE 110 Las Vegas, NV 89139-5978

• 

  Dyson Service Center

  112 Marshall Dr Warrendale, PA 15086

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:07/25/2022

  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.

  I ordered a supersonic hair dryer the week of July 10 I was supposed to receive it by July 15. on the 18th, I called they to see where it was. said it was in transit. I called on the 19th because they kept telling me that they were rescheduling delivery . after about 5 or 6 phone calls with dyson and their shipping company, they tell me that my package is lost and they dont know where it is. I opted for a refund, so i could purchase it somewhere else. they told me the refund would take two months to obtain ! I explained that I need to buy my daughter a blow dryer for her birthday as promised and would need the ******. as I decided to use a more reliable company. I called several times and requested to speak to a supervisor and they would never get on the phone. the person I was speaking with could not speak English well and kept saying the same thing over and over again. which is they will refund - but it would be 2 billing cycles! I would like my $466 refund as soon as possible two months is not acceptable.

  

  Business Response

  Date: 08/02/2022

  Good Afternoon,

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

  In review of the customers complaint and their account, Dyson has determined the delivery was not made to the customer as expected. A refund has been issued to the customer. It should process within **** business days.

   

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 08/04/2022

   
  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,
  
  ********************************* (*********)

• Initial Complaint

  Date:07/24/2022

  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 was suppose to receive a refund for Order number: ********** in early June. When I called up and inquired about the refund, they stated it could take 20 days for refund. I have since called and then messaged them through chat 4 separate times, as we are now approaching august and I have not received the refund. They continue to tell me someone in management will call me within ***** hours, but I never receive any contact. I want to be refunded asap.

  

  Business Response

  Date: 08/01/2022

  Good Afternoon,

   

  Thanks for reaching out to Dyson.

  Dyson records indicate that there is no reason for a refund to be processioning and there is not one coming to this customers order.

  Thanks,

  Dyson, Inc.

• Initial Complaint

  Date:07/23/2022

  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.

  Hello,My Dyson vacuum is currently under warranty (Serial ***********************. I have sent this vacuum out 4x to get repairs. This last time I sent it, it came back still broken and other parts were broken (won't stand meaning it can't work properly and **** through the valve). It also is still broken from the original 2 issues I sent it for. I have contacted Dyson about it 5x. Phone calls were dropped, emails left unanswered. I am looking for the help of the BBB to get a contact back as my item is still under warranty. To be clear, at this point and the now 5 issues I have with said vacuum not working I am now looking for a replacement. Under the warranty, this seems to be fair. I can no longer continue to not have a working vacuum. And it seems the company is ignoring my calls knowing that the warranty expires in a few months. Overall, I want to exchange my current vacuum with a new one (not one that has been fixed before and sent to me as a "fixed" vacuum ends up becoming more broken).

  

  Business Response

  Date: 08/01/2022

  Good Morning,
  
  
  
  Thanks for reaching out to Dyson. We apologize for any frustration.
  
  
  We reviewed the most recent repair notes and technician findings to determine that the vacuum was determined to be lack of maintenance as well as external damage. No findings of defect with the machine itself was found. However, we still cleaned out the machine, it tested normal and sent it back. If the machine is no longer standing up after a few years of use we consider this to be external damage and not a defect with the machine upon purchase. This would be a chargeable fee to fix and not covered until the limited manufacture warranty.
  
  
  Are there are other issues beside standing up?
  
  
  
  
  Thank you,
  Dyson, Inc.  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17614417
  
  I am rejecting this response because: the item was returned to me broken not on my own accord but on the companys care. Mind you this broke before and was fixed and it was included in the warranty. There is still no communication on this issuethe company breaking my product. While you claim the defect added to the other issues (item still does not spin which I originally sent it out to be fixed), is external. It isnt because I cannot use the tubing part of the machine. At this point, the item is defective and it is not fixable as it was return to me still broken with added problems. It is still within the warranty and your warranty claims All Dyson machines come with a hassle-free warranty. This includes the repair or replacement and ongoing support of your machine this is obviously has been a hassle not be contacted and continuously ignored. The machine has been broken 5x now, it is due to be replaced and it did not outlast the warranty unfortunately. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/11/2022

  Good Afternoon,

  Thanks for the reply and again we apologize for the frustration.

  We reviewed the technician findings and Dyson determined the issues to be lack of maintenance as well as external damage. No findings of a defect with the machine itself was found. However, we still cleaned out the machine, it tested normal and we sent it back. If the machine is no longer standing up after a few years of use we consider this to be external damage and not a defect with the machine upon purchase. This would be a chargeable fee to fix and not covered until the limited manufacture warranty. Another repair can be placed, however we have confirmed that the unit was working normally and without any issues when it left the Dyson ************** last.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17614417
  
  I am rejecting this response because:

  But I have proof of it working and not working on 4 separate occasions  so that to me is a faulty machine  it will need to be replaced under the warranty your company provided. 

  You have yet to acknowledge the damage done by your team or your shopping route YOU choose to use. Nor have you acknowledged the 4 internal issues proving it is a faulty machine. 
  

  There is no responsibility on your end that you are claiming when in fact all roads lead to your services provided. Be it that it was an inept technician, a lying technician, or the way you choose to ship products. It came to me broken. Would you have this response if a new item came to the owner broken?

  The other issues of poor suctions and the roller not spinning IS internal damage, no? Please explain your reasoning for this not being fixed and not being under warranty  

  Lastly, why is no one contacting me back from my attempts to contact dyson? Does your company just ignore issues while outsourcing customer service to other countries?

  Since youre unable above to address every issue I have brought about 5-6 points (depending on how you answer) that directly goes against your company policy  that needs to be addressed  

   

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

• Initial Complaint

  Date:07/22/2022

  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.

  We ordered a replacement battery for our Dyson stick vacuum on June 26, 2022. Our credit card was charged and several days later we received tracking information for the order. Several days after that all tracking information ceased. I tried calling customer support to resolve this and was told without an order number (which I inadvertently deleted a couple weeks ago), they could do nothing. Meanwhile, we have already paid around $160 and have nothing to show for it except aggravation.

  

  Business Response

  Date: 07/29/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We apologize for any frustration.

  We have located the order for the battery. We also can see that the tracking does not verify delivery. We have requested confirmation of this and a reorder be sent once confirmed that a new can and needs to be shipped due to lack of receiving the first order as a gesture of goodwill.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17612774
  
  I am rejecting this response because:

   

  The business's response does not provide a clear way to request that they reship the order.  They provided no reference in their response, such as a case number or order number, for us to work with them on reshipping the battery.  We are confirming that the original order never arrived and that we would like Dyson no resend the battery, but without some reference information, we do not know how to proceed with a request.

  Can the BBB request a case number or original order number from Dyson, please?

   

  In addition to my conversation with Dyson, my wife spent another 22 minutes with their customer service and was also told that no order existed, so without some reference information, it seems impossible to work with Dyson.

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

  

  Business Response

  Date: 08/09/2022

  Good Afternoon

  Thanks for the reply; the replacement order has bene shipped, tracking **********************************

   

  Thanks!

  Dyson, Inc.

  Customer Answer

  Date: 08/11/2022

   
  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:07/22/2022

  Type:Product 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.

  Bought a Dyson air machine over the phone on 6-27-22 for $320.99 with ***** ********** a few days later called to return it.. was emailed a label and took to *** on Sat July 2 dropped off tracking number 1Z2Y55899092282558 I have been calling them every day for weeks can not get a human being in ***************** and still NO REFUNDorder number ********** also may be under my cell phone ************.. I just want my refund they have had my money and the machine back for 3 weeks and no one is helpful on the phone

  

  Business Response

  Date: 07/29/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We apologize for any frustration.

  We have approved and submitted the customer refund.

  Thank you,

  **********************

• Initial Complaint

  Date:07/22/2022

  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.

  I purchased a Dyson Supersonic Hair Dryer on May 11, 2022. The Dryer arrived and did not work; it was inoperable straight from the box. I called and went through an ordeal with a customer service agent who had me take the dryer apart to look for hair wrapped around the filter - it never turned on - how could there be hair wrapped around it? But, I showed her that it was clean and she approved a refund. I packed up the machine and sent it back. I got a confirmation on May 23, 2022 that the return was received (Return no. **********). I have still not received a refund. I just spoke to a customer service agent who said the refund was delayed for another 7 to 10 days, but he did not know a reason for the delay. This is unacceptable. I paid $465.46 for this defective product and I want a refund now.

  

  Business Response

  Date: 07/29/2022

  Good Afternoon,

  Thank you for bringing this to our attention. We apologize for any frustration.

  Please confirm the tracking number for the returned item.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17612171
  
  I am rejecting this response because:

  In response to the business's question.
  

  Return Reference 1148027110
  
  Sincerely,
  
  ***** Child

  

  Business Response

  Date: 08/09/2022

  Good Afternoon,

  
  Thank you for the reply.
  Please confirm the tracking number for the returned item.

  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 08/11/2022

   
  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,
  
  ***** Child

• Initial Complaint

  Date:07/21/2022

  Type:Product 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 order a bladeless tower fan and had it shipped to arrive a week later, got a notification from dyson it has been delievered. It was not found outside my apartment building, outside my door, or with the building manager or front desk. I reached out to dyson support and spoke with support member ****** and was told that they were sorry with the inconveince and that after speaking with his team he is going to send out a replacement for the missing one that never arrived. I had confirmed my account info and even what address I would like the replacement shipped to, I was then told I would recieve a confirmation email for the new order, support was ended. I waited for the email that never came, I then requested one from dyson. I got a reply that they opened a *** claim and that I'll have to wait for that to settle. Makes no sense that I was told a replacement was being shipped out and then to find out I have to wait an unknown amount of time for *** claim to settle. I dont think I'll ever buy a Dyson product, this experience has been extremely unsatisfying especially for how much their products cost you'd figure the customer service would reflect that. I come from customer service and know its not great most of the time but this is just awful customer service. I would still like to receive the product i ordered but if a refund is easier I'm fine to go that route, not sure if I even want to own the product anymore. Thank you BBB for your efforts.

  

  Business Response

  Date: 07/29/2022

  Good Afternoon,

  Thanks for reaching out to Dyson. We apologize for any frustration.

  We have approved a replacement unit to be sent to the customer as a gesture of goodwill.

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:07/20/2022

  Type:Product 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.

  In Feburary, we called the dyson store in *********** ********** to place an order for the dyson air wrap (Order number: **********). We were told that the machine will be shipped first, and all of the attachments will ship separately but would arrive within 4-8 weeks.After 8 weeks, the attachments, except for the 40mm Airwrap Long Barrels had arrived. We contacted the store to check on the status of the order and we were told that the missing attachment was out of stock. We asked about returning the entire purchase, and the associate told us not to worry about it, that the attachment would arrive in 2 more weeks.Those two weeks went by, and we had no updates from dyson. We have been contacting dyson via their online chat, and each time we were told the same story: the part is out of stock, give it two more weeks.Now, it has been nearly six months since we originally placed our order. We have been mislead and lied to by dyson, and ultimately decided that we would like to return the whole order and get a refund due to the fact that we did not receive what we paid for.We called dyson and we were told that they would not accept our return request because it is outside of the 30-day return policy. How is it possible that it is outside of the 30 day return window if i have not received my entire order? As a customer, I am unable to determine my satisfaction with the product if i have not been able to use the entirety of what was purchased.Dyson offered to send a "special" order with the missing part, but this is unacceptable at this point. Why wasn't this done for us after the item was not fulfilled after the 4-8 weeks they promised? When we contacted the store about retuning the order, the store associate told us "not to worry about it", and mislead us to believe that we would be able to return the order once we receive the missing attachment if we weren't satisfied. Dyson's solution is unacceptable, and I would just like to return the product and get a refund.

  

  Business Response

  Date: 07/29/2022

  Good Afternoon,

  Thank you for reaching out to Dyson.

  Although we are unable to return the purchase at this point we have agreed to send the attachment they would like if restocked or an alternative one or another kit instead to replace it. The attachments are included free of charge in the purchase of an Airwrap and we apologize that the accessory they would prefer is out of stock. Our offer to replace the attachment once restocked or another kit or tool still stands.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17596225
  
  I am rejecting this response because:
  
  If the offer still stands to send me the part, why hasnt it been sent to me yet? Why didnt Dyson just send it to me, instead of me having to waste more time waiting for something that was supposed to arrive 4-8 weeks after the original order in February? Just to remind youit is now August.
  

  This company gladly took $600 from me, made several promises, and has yet to fulfill a single one. It couldnt be any more obvious that Dyson DOES NOT care about anything beyond making profit.

  This response is unacceptable. I was told to wait for the part to arrive instead of returning the machine. The store associate told me that I would receive the part, and would be able to return the machine if I wasnt happy after 30 days. 30 days hasnt started cause Dyson still has NOT fulfilled the order.

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

  

  Business Response

  Date: 08/15/2022

  Good Morning,

  Although we are unable to return the purchase at this point we have agreed to send the attachment they would like if restocked or an alternative one or another kit instead to replace it. The attachments are included free of charge in the purchase of an Airwrap and we apologize that the accessory they would prefer is out of stock. Our offer to replace the attachment once restocked or another kit or tool still stands.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17596225
  
  I am rejecting this response because:
  
  The attachments are included free with the purchase of the air wrapthis is like saying I buy a car and it comes with free accessories (like tires), except all the accessories ship separately and you are still waiting to test drive the car 6 months later because the dealership is incompetent.
  
  
  How is it even possible that this attachment has been out of stock for 6 months? You guys have restocked your new machine several times with a similar attachment included. You could have at least offered that option to me, but Im not surprised you didnt because you didnt even attempt to keep me updated on the status of my missing part over these past 6 months.
  
  
  Send me the new kit with the extra accessories you promised, stop going back and forth with me and literally just do something already.
  

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

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have happily owned a Dyson vacuum for 12 years. I purchased a new Dyson Upright Ball on December 4, 2021 at Bed ************** I am past both companies return policies and want to return the vacuum for a number of issues that leave me dissatisfied with an expensive product. Both companies refuse to exchange the product for a different model, Im not asking for money back, just a different product. It would seem only just to have a longer return/exchange window, 30 days is not long enough to fully test out such an expensive machine. What are my options?Thank you,Elisabeth

  

  Business Response

  Date: 07/28/2022

  Good Morning,

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

  In review of the customers complaint and account, we are unable to exchange the unit as requested. Dyson's manufacture limited warranty is against manufacture defects and provides replacement parts or repairs as needed. The customer is welcome to visit the nearest ********************** ************** for an inspection of the unit, to ensure the unit is working as designed.

   

  Thank you,

  Dyson, Inc

• Initial Complaint

  Date:07/20/2022

  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.

  This is my second time using the BBB to get Dyson to refund my return. The first complaint I filed had ID #********, and I accepted their initial resolution to contact their accounting department to check on the status of my refund. They also agreed to contact me, but I have not heard from them. I, unfortunately, closed my complaint after they just said what I wanted to hear. My original purchase took place on April 15, 2022, so I can't file for a chargeback since it's past the 60 days for my credit card. Dyson should honor the terms of the original settlement and provide a refund. Does it make sense for them to lose a customer for $95.64? Buying their products is not worth it if they do not keep their word. If I do not receive a refund, I will stop shopping at your store and recommend competitors to my family and friends. The meager amount owed does not justify taking any additional action. A copy of my previous complaint is attached, along with several documents confirming that I'm due a refund.

  

  Business Response

  Date: 07/26/2022

  Good Afternoon,

  Thank you ************ for notifying us of this.

  We are going to confirm and receive verification of the refund being sent back to you. If this has not been processed we have requested that this do so immediately. We are also confirming with our inventory team that we have filters that you need in stock for your machine and send 2 out to you as a courtesy; if for any reason we are out of stock in filters we will note on your account that the 2 filters can be sent once restocked free of charge. You may reply to this complaint if that is acceptable and please include your machine serial number (located at the bottom or in the owners manual) to make sure that we get the right filter for you. That will keep the complaint open so we can confirm that the refund has been sent back to you.

   

  Thank you.

  Dyson, Inc.

  Customer Answer

  Date: 07/31/2022

  Better Business Bureau:
  

  The business has responded to my complaint ID ********, and I am satisfied with their response. Thank you for processing my refund.  I greatly appreciate your offer of two filters.  I have a Dyson Purifier Humidify Cool Formaldehyde with serial number ***************.  Thanks for taking the time to reply, and I'm glad this issue is resolved. 

   

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