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 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:07/18/2022

  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 the Dyson v7 in 2019. I began having issues with debris falling out when standing upright on the canister. I contacted Dyson and in 2021 they sent me a replacement. In April of 2022 I began having the same issue so I contacted Dyson again. They agreed to send me replacement parts per the warranty terms. I waited and waited and never received my replacement parts. I finally contacted Dyson again and they said my product was no longer under warranty. But it was! Someone had actually went in and changed my warranty dates. They confirmed this and agreed to still send me the parts. After waiting and waiting again I still never received the part so I contacted them again and they said the part was out of stock and I was going to have to wait until it is back in stock. I have been waiting until April of 2022 and I decided I could not wait any longer to use a vacuum so I went out and purchased the Dyson outsize for $********. When I recieved that Dyson in the mail it was all banged up and parts were broken. The proceeded to tell me they were out of stock on the item and I would need to wait again. Ridiculous. **************** is no help. I ended up mailing my vacuum back to Dyson and I have yet to hear anything. Im out ******** and still no vacuum.

  

  Business Response

  Date: 07/25/2022

  Good Afternoon,

  Thank you for reaching out to Dyson. We apologize for any frustration. In review of the customers complaint, the V7 Motorhead had an exhausted warranty of 10/01/2021. If exchanged under warranty free of charge, it will adopt the original warranty. However, courtesy replacement parts were sent to the customer as a gesture of goodwill.

  
  The final item, the Bin did not ship due to the part being out of stock. A replacement order has been placed for the bin to resolve this issue so they can expect to receive that shortly.

  
  Regarding the Outsize vacuum returned to Dyson; we have contacted the customer via email to replace this unit for them with another vacuum. Unfortunately it does not qualify for a refund based on our return policy listed on Dyson.com.

   

  Thank you,

  Dyson, Inc

• Initial Complaint

  Date:07/18/2022

  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 had technical issues while trying to place on order for a desk fan on Dyson's website. A Dyson employee placed the order for me, I informed this person that I was a US Federal employee (U.S. ********** of ****** and I should not be charged sales tax. This person told me that they were unable to remove the sales tax but I could send an email to ************************************ and they'd be able to refund the taxes. The response I received was "We are only able to provide tax refunds for state department employees and those affiliated with foreign embassies". I have called Dyson multiple times, provided my tax exemption information multiple times, and mentioned that it was illegal to charge the ****************** sales tax. I have been contacting Dyson for 1.5 months and they refuse to refund the taxes

  

  Business Response

  Date: 07/25/2022

  Good Afternoon,

  Thank you for reaching out to Dyson.

  We apologize for any frustration caused. After further review, we have determined the customer qualified for the requested exemption and have submitted the refund for them on the payment method used at the time of purchase.

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 07/26/2022

   
  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,
  
  *******************

  Customer Answer

  Date: 08/18/2022

  On June 2nd, I purchased a fan to be used in one of our conference rooms. I informed the vendor, Dyson, that as a US Federal employee, I should not be charged tax on my order. Taxes were charged anyway but I was assured that if I emailed the resolution center, the taxes would be refunded. I was repeatedly told that I was ineligible for a refund of the taxes charged (they only refund state department employees and those affiliated with foreign embassies) . I opened a BBB complaint on July 18th. Dyson was very responsive & after a request for additional information they said the refund would be processed. So I closed the original complaint. A few days later Dyson reached out to me asking for additional information and said that I am not eligible for a tax refund (since Im not a **************** employee).

   

  All Im trying to do is get the $18 in taxes refunded.

   

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

  Budget Analyst & Authorized Accounting Line Approver

  OFA Budget Office

  Mon-Tues in office and Wed-Fri telework

  ph **************

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

  

  Business Response

  Date: 08/24/2022

  Good Morning,

  Thank you for reaching out to Dyson. The customer was refunded on 08/15/2022. Please allow up to **** business days for the tax refund to fully process. 

  Thank you,

  Dyson, Inc

  Customer Answer

  Date: 09/01/2022

   
  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:07/15/2022

  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 Airwarp in April and returned it very shortly after. The return reference number is **********. On 5/25, I received an email stating I would receive my refund in **** business days. As of 7/15 I still have not received my refund. I have made multiple phone calls to customer service all with empty promises. The last 2 times I have called on 7/4 and 7/15 the right department has not even been able for the customer service rep to be available. I have been told multiple times my issue has been escalated but nothing has changed. I love the Dyson products but this is making me not want to buy anything else from them.

  

  Business Response

  Date: 07/22/2022

  Good Afternoon,

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

  We can confirm that the customers refund was sent back to them by Dyson.

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:07/14/2022

  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.

  My sister purchased a Dyson hair dryer for me in December 2020. This thing was almost $500. I recently started having problems with it. I've contacted Dyson and they've informed me that there's no repair center near me. They've emailed me and had me check a few things and still no luck getting it to work. Today I received an email saying I needed to purchase a new dryer. Why should I have to do that it's not even 2 years old. This dryer should last longer than this. I rarely even use it. Also their website states hair dryers have a 2 year warranty. I'd just like a replacement of the same item. It's a Dyson supersonic professional dryer.

  

  Business Response

  Date: 07/19/2022

  Good Afternoon,

  As the machine does not have a valid warranty; warranties do not transfer to another person and also the original expired in 2018, any replacement machines, parts, or repairs would be chargeable. Our records indicate per the serial number that it was bought originally in 2017. If it was bought  by the sister in 2020 it was not purchased from a authorized Dyson seller and therefore would not have a warranty.

  In the event there is not a local Dyson service center she can check to see if an independent repair facility may be able to repair it or a replacement purchase can be made.

   

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17571085
  
  I am rejecting this response because:

  I'm sending attachments showing that the dyson agents are continuously changing the purchase date and the warranty date on this hair dryer. They've been doing so since they've known about the dryer having issues. 

  It had never changed until recently. I think this is very unprofessional of them to do. 

  Thank you

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

  
  

  

  Business Response

  Date: 07/26/2022

  Good Afternoon,

  Please provide the original proof of purchase receipt for the Dyson unit to validate the manufacture warranty.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17571085
  
  I am rejecting this response because:I can not provide the receipt because my sister bought this dryer for me as a gift (Christmas/my birthday. Which are the same day.) My sister is no longer with me. If you look at the attachment you will see that this should be covered under warranty still. Customers are not able to change the purchase date or warranty date. Also your own website states hair dryers are covered for 2 years. Clearly dyson has toyed with these dates. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/14/2022

  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.

  We bought a Dyson vacuum: Dyson Ball Animal vacuum, 4 months left on warranty as of now.Purchased 11/08/2017 Serial number *************** However, it died 7 months ago and Dyson's FIX was to offer and send a Refurbished Dyson v7... a very inferior vac that has a battery..not like the corded one we had. Well, that one died at 7 months. It had a 6 month warr. They want me to pay $95 plus tax and shipping for a batt. for this machine which died b4 the warr. on the original machine even ran out. If this v7 machine is even worth $95 I would be surprised. I think they owe me a new battery at least since the original one should have been fixed or replaced. I am sure they have some fancy wording in their warranty to excuse themselves, but this is really poor business practice.

  

  Business Response

  Date: 07/22/2022

  Good Afternoon,

  Thanks for reaching out to Dyson.

  In reviewing the customers account they bought an upright corded vacuum in 2017. In 2021 after approx. 4 years of use the customer, who got different carpeting after a move, stated that the upright vacuum was no longer compatible with their new carpet; the suction was stronger then the carpet took and made it difficult to push; they needed a cordfree vacuum on the new carpet. This would normally be a new purchase as this is outside of Dysons control, is not considered a defect, and the old vacuum had already been used for several years. However as a gesture of goodwill we offered to exchange his corded vacuum for the cordfree model free of charge and the customer accepted. This only carries a 6 month warranty which has already expired. Any future parts or replacements would be chargeable. We do feel that Dyson went above and beyond to provide them courtesy cordfree vacuum free of charge previously.

  We do appreciate the customer and we will offer 20% off of select cordfree vacuums if they would like a new purchase or 20% off the battery replacement as a one time gesture of goodwill.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17568645
  
  I am rejecting this response because: It is ridiculous to think that a Dyson top of the line vac cannot work on virtually any carpet.  When we bought the original vac it was for any carpet not just low carpet.  I don't recall it saying, "Don't use on medium to long nap carpet."   After we moved, our carpet was slightly longer but it is not a **** or even a long carpet.  If they say that it is in writing that the original vac is not to be used on medium and low carpet, then fine....I don't have the box or paperwork anymore.  When I called them about it not working on our carpet after our move, they simply said that it is near the end of the warranty and all they could do is send a cordless replacement.  Sure don't remember anything about a refurbished one.  But, they could have snuck that in there.  My point is... the original one was in warranty, and it did not work anymore...on any of our new carpet which is pretty standard and not an upgrade or anything.  ANY vac should work on it.  Does the original say not on medium to long carpet?  If so, why are they selling it?  And why are they giving us a cheap cordless refurbished one to replace a vac that should have worked? 

  I can see where this is going.  IF that original vac paperwork says "Only use on low carpet nap" then I messed up and used it on a regular carpet.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/04/2022

  Good Afternoon,

  Thanks for the reply. The cordfree, from what we understand from the customer has and should work fine on the carpet they have. If they are experiencing any issues then we recommend that they reach out to the carpet manufacture to verify their recommended cleaning suggestions for moving forward. In regards to their issues, we will still offer 20% off of select vacuums if they would like a new purchase or 20% off the battery replacement as a one time gesture of goodwill.

  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17568645
  
  I am rejecting this response because: Actually the cordless Dyson gave us as replacement for the original unit is not good enough to use as a replacement.  I guess Dyson will never get the fact that while the original unit is in warranty and it fails to work..that giving the customer (us) an inferior "refurbished" unit that dies just after its ***************************** the original unit's warranty is just not going to work.

  (If I sold the owner of Dyson a brand new car with a 5 yr warranty and it failed to run after 3 yrs. and I had to replace it with a **** **** Fairlane with a 90 day warranty and then that car died at 95 days...would he be satisfied?)
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/14/2022

  Type:Sales and Advertising 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 work of a Non-for profit organization and purchased some replacement batteries for our organizations dyson stick vacuums. Following their ************** I emailed dyson on 5/11/2022 for a sales tax credit back on my company credit card and provided them with a current sales tax exemption letter. In June I didn't receive the credit back so I emailed them again on 6/6/2022. Now it is 7/14/2022 still have not received the sales tax credit and they are stating it is their policy they don't have to provide a sales tax credit for tax exempt organizations. **** a supervisor of Dyson stated that is the company policy that we don't qualify for sales tax exemption,

  

  Business Response

  Date: 07/22/2022

  Good Afternoon,

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

  Dyson shows that the adjustment for the tax adjustment was processed and refunded to this customer. It was processed mid June and should have been applied to the account but can take up to **** business days.

  Thank you,

  Dyson, Inc.