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 Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson

  150 Allendale Rd Ste 11220 Suite 11220 King of Prussia, PA 19406-2926

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:06/26/2025

  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 am filing this complaint because Dyson has refused to honor a valid product warranty, despite confirming in writing that my product is covered.I own a Dyson Purifier Hot+Cool Formaldehyde HP09. When I contacted Dyson regarding a defect, I was informed via email that the product was still under warranty. However, when I submitted a warranty claim under Case Number ********, it was denied.On June 26, 2025, I spoke with Supervisor Maneuel. He acknowledged that Dyson no longer manufactures the HP09 model and offered a lower-tier replacement. I clearly stated that a downgrade was unacceptable and requested a comparable or upgraded model instead, which is a reasonable expectation under a valid warranty.Rather than escalate the matter or refer me to a manager, the supervisor abruptly ended the call by saying "Have a great day" and hung up on me. This behavior was dismissive and unprofessional.I am now left with a broken product, no valid replacement, and no further support despite having written confirmation that my unit is under warranty.

  

  Business Response

  Date: 06/26/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owner’s concerns.  Due to the nature of our owner’s concerns, we will be in contact with our owner via email within 1-2 business days to further assist.  We thank our owner for their continued patience. 
  
  Thank you. 
  
  Dyson, Inc. 
  
  

• Initial Complaint

  Date:06/26/2025

  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.

  Order placed on 5/28/25 for Dyson Airwrap Order # ********** Order received and initial correspondence on 6/3/2025 Order returned via *** label provided by Dyson 6/4/2025 Order delivered by *** to Dyson Warehouse on 6/9/3025 I ordered Dyson Airwrap on date provided above and received a broken item. Contacted Dyson and received a return label. Returned the next day. I contacted Dyson representative ****** on 6/12 regarding status of refund. Reference #********. Informed refunds would be processed within 15 business days from date received in warehouse. 6/26/2025 spoke with representative ****** who had supervisor ****** contact me regarding refund. ****** denying any refund due to item not showing in warehouse inventory although he admits *** tracking shows delivered to warehouse. I ordered an item that failed to meet description and showed lack of quality control by Dyson. I have been patiently waiting for refund on which Im being denied until an investigation is completed. I have fulfilled my obligation or return and request a refund immediately. I have attached order information and *** tracking. Unfortunately, this situation proves to be standard practice for Dyson according to other consumers stories on social media, Reddit and internet. Im seeking help on recovery my money.

  

  Business Response

  Date: 06/26/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owner’s concerns.  Upon receipt of our owner’s incoming shipment our return center confirmed an empty box was received.  UPS has approved a claim for the missing order, confirming it may have arrived damaged or missing parts.  As such, we have made the appropriate request to process a refund for our owner’s purchase.  The refund will process back to our owner’s original payment method, and our owner should allow up to 7-10 business days for this refund to post. 
  
  Thank you. 
  
  Dyson, Inc. 
  

  Customer Answer

  Date: 06/28/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23522239, and find that this resolution is satisfactory to me. Although, I’m not sure if I should be offended by the statement they received an empty box. Is that an accusation? I returned the item immediately upon receipt because it was defective. I have noticed many comments of both Dyson and consumers receiving empty boxes. I find this quite concerning. 
  
  
  
  Sincerely,
  
  
  
  Jennifer Walker

• Initial Complaint

  Date:06/25/2025

  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 am filing a formal complaint regarding my Dyson Professional Hair Dryer, purchased on April 16, 2023 for $513.59 and it came with a 2-year warranty.On March 12, 2025, I submitted a warranty claim to Dyson because the dryer completely stopped working and would not turn on. Dyson required me to send the defective unit back, which I did (I have proof of delivery). It took nearly a month before I received a replacement. As a licensed hairstylist, this left me without a professional dryer for an extended period, impacting my ability to work and earn income.When the replacement finally arrived, it was covered in dust, and upon first use, it began shutting off after about 15 seconds of operation. I immediately reported this to Dyson. They insisted the unit was new (not refurbished) and told me they would not provide a replacement or extend any warranty coverage because my original warranty claim had already been used.Since then, the dryer continued to function intermittently, randomly shutting off during use. And as of June 25, 2025, the replacement dryer has now stopped working entirely. I am incredibly frustrated by the lack of a working product, the subpar condition of the replacement, the refusal to offer warranty coverage on the replacement device, and the overall customer service experience. I was sold a premium product at a premium price, and I have now experienced two total failures of this device, and no working dryer despite being well within the original warranty period. I am requesting a full refund so I can purchase a brand-new Dyson dryer with a new warranty, as I no longer trust that I have a reliable or supported product.Thank you for your time and attention to this matter. I hope to reach a fair and timely resolution.

  

  Business Response

  Date: 06/26/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The owner was issued a second exchange with confirmation number 1652981779 on March 27, 2025. As of today, Dyson has not received the return necessary to complete this exchange.
  
  Order records show that a new Dyson Supersonic Pro was ordered for the original exchange (order 1652830051), not a refurbished unit. SKU numbers for refurbished products are distinctly different from those for new products, and our records confirm a new product replacement was ordered. If the owner had received a refurbished device, the serial number would reflect this as well.
  
  To help verify the model and grade, we request the owner provide a clear photo of the serial number on the replacement machine.
  
  Due to the length of time since the second exchange was initiated, return tracking details may have expired. We strongly encourage the owner to take the machine to their nearest UPS Store and provide the exchange order number 1652981779 as a pack and ship shipping reference for complimentary return shipping.
  
  Please also note, all exchange replacements carry over the original warranty terms and expiration date as per Dyson policy—a new two-year warranty is not provided for exchanges.
  
  With regard to any concerns about delays in fulfilling the original exchange, our records show the order was created on 3/4/2025, the replacement shipped on 3/22/2025 and was delivered on 3/26/2025. This schedule is within Dyson’s standard turnaround expectation of 15-18 business days.

  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23520008
  
  
  
  I am rejecting this response because:

  Dyson issued a warranty replacement (Order #1652830051), but the replacement arrived dusty and began shutting off 10–15 seconds into use. I contacted Dyson immediately. I can contact my cellular phone company, Verizon, and provide phone records id needed. 
  
  They claim they opened a second exchange, but never clearly communicated the return steps. Now, they are refusing to complete the exchange until I return the broken dryer—leaving me without a dryer again, which already happened during the first claim. As a professional hairstylist, this has impacted my work and income. I absolutely cannot wait for that amount of time again and I cannot afford to purchase a new dryer. 

  
  Additionally, I was told the replacement was new, not refurbished. If so, it should not have failed again within three months, especially in the exact same way as the original. Dyson refuses to issue warranty coverage, citing that the original warranty was already used. How is this fair? 2 failed “professional” products and no warranty for a “new” replacement is insane. 
  
  I find this unacceptable. I’ve had two dryer failures, a replacement that never worked properly, and now no functioning dryer, while Dyson refuses to take further action unless I return a device that should never have failed in the first place.

  Desired Resolution:
  
  I am requesting either:
  
  A brand-new Dyson Supersonic Pro dryer with a new full warranty, OR
  A full refund so I can repurchase the product with warranty coverage.
  
  I should not have to go without my professional tool again while Dyson processes returns, especially when the replacement unit was defective from the start. I believe this is a fair request given that I followed all proper warranty procedures and am still without a working dryer.

  
  Sincerely,
  
  
  
  Jamie Mowell

  

  Business Response

  Date: 06/26/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson offers a 30 day return period for new products purchased directly through Dyson. Products outside of this return window, or products purchased through an authorized retailer, are not eligible for a return for refund; however, are covered by the 2 year limited warranty. The warranty covers manufacturing defects. It does not cover wear and tear, accidental damage or maintenance. 
  
  Most issues related to the Supersonic Pro cutting off are due to a thermal cut off, that results from a blockage in airflow. This is not a manufacturing defect, but instead a maintenance issue. While we recommend completing routine maintenance about once a week in a professional setting, more frequent cleaning may be needed during high traffic periods. The maintenance steps can be found here: https://www.youtube.com/watch?v=D82mokr1pnc. 
  
  While an inspection is needed to determine if the issue is warranty related, the customer was offered an exchange without inspection. Dyson's Exchange Policy requires the original to be received and confirmed via serial number prior to the replacement processing. This policy is put in place to protect both the consumer and Dyson, and provides fairness to all our valued owners. 
  
  Although we understand the customer's frustrations, we are unable to honor their request for a replacement with a new warranty, or a refund. As the customer has indicated their Supersonic Pro is not functioning, the first step to resolving is for the customer to ship their product back for the exchange. 
  
  As previously indicated, the customer can take their Supersonic Pro to a UPS Store in their area and provide reference number 1652981779. With this reference number, the UPS Store will package and ship their machine at no charge to the customer. 
  
  Once the machine has been confirmed in our warehouse via serial number, the replacement will begin processing. From that point it may take up to 15 business days, but is typically much quicker. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23520008
  
  
  
  I am rejecting this response because:
  
  
  

  Dear Dyson Support,
  
  
  Thank you for your response. While I understand Dyson’s policies regarding return timeframes and maintenance expectations, I must respectfully state that this situation is not the result of a maintenance issue or user error. The replacement Supersonic Pro dryer I received under warranty arrived in poor condition (dusty) and malfunctioned immediately out of the box. I reported this right away. If the issue were due to airflow blockage or lack of maintenance, that would not have been possible on a device I had just received and barely used.
  
  
  To be clear, this dryer did not function properly from the moment it arrived, and this was reported to Dyson immediately. The suggestion that this is a user maintenance issue is inaccurate and dismissive of the condition the product was delivered in. I should not be held responsible for a defective replacement unit that I trusted was new and in working order.
  
  
  Additionally, the policy requiring I send back the faulty unit before receiving a replacement is not workable for my profession. I am a licensed hairstylist, and going without a dryer again for up to 15 business days is a serious disruption to my livelihood — especially after already experiencing weeks without a tool during the first warranty claim.
  
  
  At this point, I am requesting again:
  
  
  A full refund so I can purchase a new dryer with proper coverage and confidence, OR
  An immediate shipment of a new replacement unit with a warranty, before I send this malfunctioning unit back — given that the prior replacement never worked and I’m being asked to go without a dryer again due to no fault of my own.
  
  
  
  
  I’ve done everything correctly throughout this process. I’ve followed warranty procedures, reported issues promptly, and treated the equipment responsibly. What I’ve received in return is a faulty replacement and continued denial of a reasonable solution.
  
  
  I hope Dyson will reconsider and do the right thing here by issuing a refund or sending a working unit without further delay.
  
  
  
  Sincerely,
  
  
  
  Jamie Mowell

• Initial Complaint

  Date:06/25/2025

  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 am submitting this complaint because of a serious safety issue with my Dyson product, which also resulted in a warranty dispute and complete lack of customer support.I purchased a ********************** Airwrap that began overheating dangerously during normal use. At one point, an attachment became loose and fell off while the device was on, resulting in a burn injury to my chest. The device also does not click into place properly, suggesting a defect in either the attachment or the locking mechanism.I reached out to Dysons support team through multiple channels phone, chat, and email. They initially responded, asked for photos, and acknowledged the problem. However, since then they have completely stopped responding, even after multiple follow-up attempts over several days/weeks. I explained that the product is still under warranty and that there is a potential safety risk, but Dyson has failed to take any responsibility, offer a replacement, or even communicate with me.This level of negligence is unacceptable both from a consumer protection and product safety standpoint. I am now seeking one of the following:A full replacement of the defective productA refundOr compensation for the defective product and the injury caused I expect Dyson to respond in a timely and responsible manner to resolve this.Serial number: Serial number to the **************************************

  

  Business Response

  Date: 06/26/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Dyson's internal team has requested photos and evidence regarding the owner's claim. After thorough examination of the evidence provided by the owner, their final determination is as follows:

  The owner has provided details indicating that there is no fault or defect with the device itself. The wear on the retention mechanism appears to be the result of incorrect use of the locking system. Additionally, the owner did not contact Dyson when the issue first arose and instead waited until the problem worsened. As a result, the owner will be responsible for the cost of repairs, including replacement of the main body.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23515463
  
  
  
  I am rejecting this response because:

  I strongly disagree with Dyson’s assessment that I am responsible for the wear of the locking system. When I initially contacted Dyson via live chat, I was told the issue was with the attachment. Based on that guidance, I continued using the device, which unfortunately resulted in a burn injury when the new attachment detached during use.
  
  The device becomes extremely hot during operation, and I believe this heat has damaged the locking mechanism. This is not typical wear and tear, and it poses a clear safety risk — especially for a product still under warranty.
  
  I’d also like to point out that Dyson’s response system has been extremely slow and unhelpful. I reached out multiple times, but their customer service took several days to reply each time, leaving me without timely support or clear direction.
  
  
  To be clear, I have another Dyson product — a hair straightener — which works perfectly and has no issues. This shows that I know how to use Dyson tools correctly. The problem here is not with user handling, but with a defective product. It’s disappointing that Dyson is refusing to take responsibility for a safety issue on a device that is still under warranty.

  
  Best regards,
  [Your Full Nam
  
  
  
  Sincerely,
  
  
  
  Samira Aghaei

  

  Business Response

  Date: 06/26/2025

  Hello,
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
  
  We have reviewed the customer's previous interactions and see that they initially reached out June 7, 2025 reporting an issue with the attachments falling off. The customer was advised to take their device to the Dyson Service Center in their area for an inspection.
  
  Although they were advised to have the machine inspected, we have no record of the customer visiting the Dyson Service Center. Dyson's safety leaflet that is included with the device states "Never operate this machine if it has a damaged cord or plug, if it is not working properly, if it has been dropped or damaged, or if it has been dropped into water. Return the machine to a service center for examination and repair."
  
  Additionally, the images the owner provided of the attachments and main body of the device were reviewed by our engineer team. Based on the images, it was determined the damage to the retention detail comes from the locking device not fully being released when the attachments have been removed or clicked into place. Over time this will gradually wear down the locking portion as well as the nubs on the attachment, which can cause them to get loose or fall off during use. As this would be considered accidental damage to the machine, it would not be warranty related.
  
  If the machine is becoming overheated, this would suggest a blockage in airflow. Typically, this is due to a blockage in the filter or the attachments. Routine maintenance is crucial to keep the machine performing it's best.
  
  At this point, we would recommend the customer reach out to Dyson Support to arrange an inspection. Please note, issues outside of the warranty coverage would be chargeable.
  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23515463
  
  
  
  I am rejecting this response because:

  Dyson’s recent response claiming they arranged a store visit prior to my chat is concerning, especially since their initial communication with me — through live chat — clearly pointed to the attachment as the issue. Based on that diagnosis, they sent a replacement attachment, which I used as advised. Unfortunately, this led to a burn injury when the attachment detached during use.
  
  If Dyson had properly identified the root cause at the time, I would not have used the device further. Their incorrect initial assessment directly led to the injury and further damage.
  
  While I no longer have documentation of the chat itself, the outcome — an incorrect diagnosis, a faulty replacement part, and an unsafe experience — speaks for itself. The responsibility here lies with Dyson, not the user.
  
  Furthermore, I’ve demonstrated that I use Dyson products correctly. My Dyson hair straightener works flawlessly, which reinforces that this issue is not due to misuse, but rather a defect in the Airwrap unit.
  
  It’s also frustrating that Dyson continues to shift blame instead of addressing a valid safety concern — for a product still under warranty. Their slow and inconsistent support has made this process even more difficult.
  
  Again, I ask that Dyson take full responsibility for this incident and resolve it fairly, whether through replacement or proper repair of the unit.

  
  
  
  Sincerely,
  
  
  
  Samira Aghaei

• Initial Complaint

  Date:06/24/2025

  Type:Customer Service 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.

  Service location: Dyson ************** in ************* Date of incident: Jun 21, 2025 I'm filing this complaint regarding inadequate service and unprofessional conduct a Dyson service center that resulted in my vacuum repair issue being unresolved. We traveled 2 hours to the Dyson service center to repair our vacuum cleaner, which has an intermittent power issue (frequently unresponsive when power button is pressed, delayed response, or shuts off unexpectedly). The service we received from the employee ****** was completely unprofessional and inadequate:1. Initially ignored our presence despite being next in line 2. Addressed us with a hostile, aggressive tone 3. Maintained intimidating eye contact throughout the interaction 4. Repeatedly asked "Do you understand?" in a condescending manner 5. Refused reasonable requests to test the vacuum with different attachments 6. Made no genuine effort to diagnose or resolve our vacuum issue 7. Appeared intent on forcing us to leave without receiving service The contrast was ***** - we observed the same employee providing courteous, professional service to the customer before us, but received completely different treatment that was unprofessional and intimidating.After this incident, I contacted Dyson customer service via chat support to report the poor service. While their management acknowledged the issue and promised "strict action," they repeatedly refused to specify what corrective measures would be taken. When asked direct questions about whether there would be training or accountability measures, management avoided giving clear answers, stating only that "a team would look into it" within 1-3 business days. This lack of commitment to addressing the service quality issues was unsatisfactory.

  

  Business Response

  Date: 06/25/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We appreciate the customer sharing their experience at the Dyson Service Center in Massachusetts. On behalf of Dyson, we sincerely apologize for the unprofessional conduct and inconvenience they encountered during their recent visit on June 21, 2025. We understand how frustrating it must have been to travel such a distance, only to feel that their concerns were not heard or addressed respectfully.
  
  Please be assured that the feedback has been shared with the direct supervisory personnel at the Dyson Service Center for further review and appropriate action. While we are committed to upholding the highest standards of service, please note that we are unable to disclose the specific actions taken, as all matters concerning personnel and corrective measures are confidential.
  
  We’d also like to clarify that, for a proper and thorough inspection, it is important that all affected parts and attachments are brought to the service center. During the recent visit, our technician performed an inspection of the items provided and, at that time, was unable to replicate the issues described. Bringing all associated parts may help our team better identify and resolve intermittent issues of this nature in the future.
  
  Upon reviewing the customer’s previous interactions, we noted that troubleshooting assistance was declined, and the customer instead requested information about the nearest Dyson Service Center. Dyson cordless machines are engineered to allow effective troubleshooting and part replacement, which often resolves most issues without the need for in-person service.
  
  If the customer continues to experience difficulties with their machine, we encourage them to contact Dyson Support to complete the troubleshooting process. Using our visual diagnostic tool, our agents can identify the specific issue and determine the necessary part to ensure a complete resolution.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23515061
  
  
  
  I am rejecting this response as it completely fails to address the actual issues.
  Dyson's response ignores the fundamental problem: Adrian's hostile, intimidating behavior and complete refusal to provide basic diagnostic service despite our 2-hour drive. There was no acknowledgment of his condescending treatment, aggressive demeanor, or the stark contrast in how he treated other customers versus us. Instead, Dyson deflects by suggesting phone troubleshooting, which customer reviews consistently show is lengthy and useless.

  The "confidential personnel matters" excuse is just corporate speak to avoid demonstrating that real corrective action was taken. This response proves Dyson would rather shift customers to ineffective phone support than properly staff and train their service centers.
  

  What I need is specific information about actions taken against Adrian, actual customer service training implementation, and proper repair of our vacuum at no cost given this service failure. Dyson's deflection strategy shows they're more interested in cost-cutting than providing the professional service customers expect from a premium brand.
  This complaint remains unresolved until Dyson addresses the actual problems at their service center instead of deflecting responsibility with ineffective solutions.
  
  
  
  
  
  Sincerely,
  
  
  
  Li Chai

  

  Business Response

  Date: 06/26/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson takes concerns of this nature very seriously and is completing a full investigation regarding the allegations. While we deeply apologize for the experience the customer had when visiting the Dyson Service Center, as previously stated, as all matters concerning personnel and corrective measures are confidential. As such, we will be unable to share specific information about actions. 
  
  As the customer has reported they are still experiencing issues with their Dyson product, they would need to reach out to Dyson Support to complete troubleshooting, which is the normal first step. Cordless machines have been designed to be easily diagnosed through our support team, resolving most issues through troubleshooting or consumer fit parts. Dyson's limited warranty covers manufacturing defects. This warranty does not cover wear and tear, accidental damage or maintenance issues. Issues determined to be related to a warranty covered event would be resolved at no charge to the customer. In the event the issue is related to wear and tear, accidental damage or maintenance, charges would be applicable. 
  
  To expedite the process of troubleshooting, the customer would need to be with their machine at the time of contact and have all required information available, such as registered name, address, phone, email and the serial number of the machine. 
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:06/24/2025

  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.

  On May 21, 2025, I returned a defective Dyson PH04 air purifier/humidifier using the prepaid return label provided directly by Dyson. I followed all instructions, dropped the package at ***, and immediately sent Dyson the receipt as proof of return.Dyson initially promised to send me a replacement within 15 business days. That did not happen. I followed up several times:On June 13, I was told to wait 12 more days.On June 15, I was told to wait an additional week for Dyson to file a claim with *******, they say to wait another 35 business ******* of June 24, it has been 34 calendar days (25 business days), and I still have received no replacement and no refund. I have done everything right. I used their return label. I provided proof of shipment. I have been patient and polite.Dyson has failed to take responsibility or resolve the issue. They are delaying without any real action. I no longer want to wait.I am requesting a full refund immediately. If Dyson does not resolve this now, I will escalate this matter to other federal and consumer protection agencies.

  

  Business Response

  Date: 06/25/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 

  We have reviewed the customer's return tracking, and see that although the package was sent, it was not delivered to Dyson's warehouse. As the Dyson Exchange Policy requires the original to be received and confirmed in our warehouse prior to a replacement processing, this prevented the replacement from shipping. 

  Based on the UPS tracking, it appears the package was lost in transit. A UPS investigation was initiated and UPS has confirmed they are unable to locate the package. Based on UPS findings, we are happy to proceed. Since the customer has requested a refund for their original order rather than an exchange, the exchange order has been cancelled and we have initiated a refund. Refunds can take up to 14 business days to complete. Once completed and transferred to the customer's financial institution, it may take 1 to 2 billing cycles to post, depending on their policies. 

  Thank you,

  Dyson, Inc, 

  
  

• Initial Complaint

  Date:06/24/2025

  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.I have purchased a Dyson fan and it stopped working right away.I have sent it to the *************** in **, ***, for a repair. I do have a tracking number 1ZXX83940333222172, confirming I did send it and it was received. I also have an email confirming receipt ******** repair ID is also in the email below:image0.png I have received a phone call from a technician stating that he will be sending me a replacement since machine broke right after a got it.That was almost two months ago.I never got anything shipped to me. I keep calling customer service (5-6 calls and I do not even know how many chats), and they keep escalating, telling me to wait 3-5 days, no update ever comes. When I call again, they escalate again, tell me to wait another 3-5 days, and we keep going in circles.I am not sure how else to get through to someone with common sense. I have proof that I sent my machine in, I did speak to a technician a very long time ago stating new one is on the way, I do have an order number for a replacement machine being sent to me - **********, and that order never shipped. I have no idea what else is there for me to show and why we are escalating for two ********* there someone at Dyson who can actually resolve this?I am having the absolute worst customer service experience and nothing is happening after multiple escalations.I have tried to call repair shop location for help and left voicemails but never got a call back and always get voicemail.Please feel free to contact me at ************ or [email protected]. please send me my warranty exchange - we are way past all of the max timeframes. Dyson has an option to send a different color/model if same one is not in stock, so there is really no excuse for it to keep being delayed for months. ********.

  

  Business Response

  Date: 06/24/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 

  We have reviewed the customer's exchange order and identified an error that prevented the replacement from processing. This has been resolved and the replacement is now processing. Once shipped, the customer should receive an automated email with tracking.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23511586
  
  
  
  I am rejecting this response because:

  I will be happy to accept business response once I see an update. As of right now, I would prefer waiting to actually have machine shipped since I have been promised resolution by Dyson representatives multiple times already and nothing has changed. So far I do not see an update online to the order status. 
  
  
  
  Sincerely,
  
  
  
  Nataliya Tsytsarova

  

  Business Response

  Date: 06/25/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 

  We have spoken with the owner and a resolution is now in place. A replacement PH01 will be shipping with UPS tracking 1Z58333F0135329280. Once the package has been scanned by UPS, the owner will be able to track the shipment on UPS.com. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:06/23/2025

  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 V12 Detect Slim in April 2023, and while it worked great at first, the experience since then has been incredibly disappointing. The vacuum started malfunctioning earlier this year. It powers on for a few seconds, then shuts off, even though it shows plenty of battery life. Ive cleaned the entire machine and all accessories top to bottom, bought new filters, and done all recommended maintenance, but nothing has resolved the issue.When I called Dyson support, the representative walked me through troubleshooting steps and ultimately confirmed that the problem was with the vacuums main body, its internal component, not the battery or anything user serviceable. In other words, a failure of the vacuum itself. I then did some research and discovered Im not alone, many V12 owners have reported this exact issue. It appears to be a defect related to the internal chip or computer board. This is not something I could have caused or ************ make matters worse, this wasnt even the first problem I had. When I originally bought the V12, the very first one I received didnt turn on at all and had to be exchanged immediately. So now *** had two faulty units from the same product line, and Dyson is telling me I have to pay $130 for a replacement part, because I'm just barely outside of my warrenty expiration date? On top of the $400 I already spent? And how long until I have to spend another $130 for the same issue??This is not what I expected from a brand that markets itself as the gold standard in home appliances. The performance and support have not lived up to Dysons reputation, and Im incredibly disappointed. A defect this widespread should be acknowledged and addressed, not pushed back on the customer.

  

  Business Response

  Date: 06/24/2025

  Hello,

  Thank you for contacting Dyson. We apologize for any delays and any inconvenience this may have caused.
  
  Dyson products include a two-year limited warranty that covers manufacturing defects. This warranty does not extend to issues caused by normal wear and tear, accidental damage, or routine maintenance needs. Concerns that fall outside the warranty period, or are not the result of a manufacturing defect, are not covered, and any necessary parts or repairs would be chargeable.
  
  We understand the customer's frustration; however, there is no known manufacturing defect that would account for the reported issue. Additionally, the two-year limited warranty for this product expired on April 2, 2025, and the issue was not reported within that warranty period. Therefore, any parts or repairs at this point would require payment.
  
  To resolve the problem, the customer will need to purchase a replacement main body. This part can be obtained from our website and includes a 1-year limited warranty that covers any manufacturing defects. https://www.dyson.com/support/journey/spare-details.971640-02

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:06/21/2025

  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 my Dyson on May 25 and only used it 23 times before it stopped working. Dyson assisted me with sending it in for repairs. However, when the package was delivered this morning (June 21), I was shocked by its condition. The box was completely destroyed, and the Dyson hair accessories were outside of their original packaging. There was no bubble wrap or any protective material included honestly, it looked like a prank.Whats even more upsetting is that when I contacted customer support, they didnt ask for any of my information or even offer to check for potential damage by having me return the item. Im absolutely furious. After spending $600 and barely using the product, the least I expected was for it to be returned with care and basic protection.

  

  Business Response

  Date: 06/23/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We apologize that the package was not delivered in good condition. However, in order to better serve the owner, we respectfully request that they confirm if the repair was successful. Has the machine been tested were all the accessories included? Please, provide the serial number of the machine in reply.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/29/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23500628, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Tshering Pelmo

• Initial Complaint

  Date:06/21/2025

  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 sent my Dyson hair dryer in for repair after it unexpectedly stopped working. Dysons service center determined that both the heater coil and main PCB had failed. These are internal, non-user-serviceable components that should not fail under normal use, especially for a premium product at this price point. Dyson acknowledged the failure but denied responsibility since the product was out of warranty, offering only a 30% discount on a new purchase as a one time courtesy.I explained that the dryer was well maintained, cleaned regularly, and used properly. This wasnt the first issue Ive had with the unit. Despite sharing my concerns, Dyson refused to escalate the matter or offer a replacement or full repair. During our support chat, even the Dyson representative stated the failure might be due to a manufacturing defect, yet no additional resolution was offered.A 30% discount does not feel like a fair or appropriate solution, especially given the nature of the failure. Im disappointed by the lack of accountability from a company known for quality and innovation. Im requesting either a free replacement or a significantly better resolution that reflects the possibility of a product defect, not customer misuse.

  

  Business Response

  Date: 06/23/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The machine in question is a refurbished unit with a one-year warranty. The warranty ended more than a year ago. Dyson has offered a discount on a new purchase in consideration of the failure to repair the original machine.

  Dyson considers this claim resolved as a resolution has been offered for the out of warranty product. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23500067
  
  
  
  

  Dear Dyson Customer Support,
  Thank you for your response.I respectfully disagree that this matter has been resolved. While I understand the unit is technically outside the one-year warranty period, the issue here is not normal wear and tear but rather a premature failure of the product. Although I received this refurbished unit over a year ago, it was only used for a short time before I had to travel abroad. It remained unused during that time, and upon returning, I used it for just a few more weeks before it failed. This limited usage suggests the unit did not experience a typical lifecycle. The failure appears to be due to a faulty component rather than user error.
  Even for a refurbished product, there is a reasonable expectation that it should function properly for a fair amount of time. Under basic consumer protection principles and the implied warranty of merchantability, products are expected to be fit for their intended use. A product that stops working after such light use likely falls short of that standard.
  Offering only a 30 percent discount on a new purchase without the option to repair or replace the defective unit places the burden entirely on the customer, despite the possibility of a manufacturing defect from the start.
  

  I am requesting that Dyson reconsider and offer either:
  - A repair service at no cost or a reasonable cost, or
  - A replacement unit, even if refurbished, to ensure a fair outcome.
  

  Thank you for your time and consideration. I look forward to a resolution that reflects Dyson’s commitment to quality and customer care.
  Sincerely,
  - Seung Kim
  
  

  

  Business Response

  Date: 06/23/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The original Supersonic with serial number RS4-US-HKD2103A was purchased in 2016. On 08/04/2023, as a one-time gesture of goodwill, we provided a refurbished unit, although the standard two-year warranty had expired on 11/24/2018. Please note that this replacement was offered without an extension of the warranty, as the original coverage period had ended. All exchange replacement machines follow the terms and end date of the original purchase product warranty.
  
  At Dyson, we are dedicated to upholding our commitments and, whenever possible, exceeding our standard warranty terms to demonstrate our confidence in the quality and design of our products, as well as to support our customers’ needs. However, as nearly 10 years have now passed since the initial purchase, we regret that we are unable to offer any further resolution at this time.
  
  Please be aware that this is our final determination regarding this inquiry. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23500067

  
  
  While I understand that the original Supersonic was purchased in 2016 and that a refurbished replacement was sent in 2023 as a gesture of goodwill, the issue lies with that replacement unit, which failed after only minimal use.
  Due to extended travel, I was unable to use the replacement for most of the time I had it. In total, it was used for only a few months before it completely stopped working. The fact that this replacement came with no warranty, despite being a fully functional unit provided as a solution, places all the risk on the customer, even when the product fails early and through no fault of the user.
  What I am requesting is not an extension of the original 2016 warranty, but a fair resolution based on reasonable expectations for product lifespan and usability. It is not acceptable for a product used briefly to fail and then offer no repair option, leaving the customer with the only choice of purchasing a new one at a discount. That does not reflect a fair or customer-friendly resolution.
  I am simply asking Dyson to stand behind the quality of the replacement they provided and offer either a repair or a replacement based on the early failure of the product. I appreciate the BBB’s help in seeking a fair and reasonable outcome.
  Sincerely,
  Seung Kim