Complaints

This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dyson, Inc.

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

  
• 

  Dyson, Inc.

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

  
• 

  Dyson Service Center

  6115 Jimmy Carter Blvd Suite D Norcross, GA 30071

• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  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 bought a Dyson air purifier about four years ago. After a huge amount of hassle they finally ***laced the first one after 1.5 years of use under warranty. It was confirmed malfunctioning by a tech *** from Dyson.Its been about 2 years since I got the new one and it is now malfunctioning and isnt working at all. I called the tech services to troubleshoot it but they just said to take it to the shop to get it fixed 2 hours away. My complaint is that these products are very shoddy and well overvalued. Dyson seems to suppress reviews and that is one reason I feel disenfranchised.

  

  Business Response

  Date: 06/10/2025

  Hello:
  
  Thank you for contacting Dyson. We are sorry to hear of our owners concerns.
  
  Upon reviewing our owners Dyson account, we can confirm that they contacted Dyson Support today (6/10/25) and were provided with appropriate troubleshooting steps. If the issue persists, we recommend the owner take their machine to the nearest Dyson ************** for further inspection.
  
  As the unit has been out of warranty since April 2024, it is no longer eligible for free replacement. Any repairs performed by our ************** will be chargeable to the owner. 
  
  Should the owner require assistance locating a ************** or have questions about the repair process, we recommend contacting Dyson Support for further guidance.
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23450705
  
  I am rejecting this response because:
  

  Two different machines broke in  a 4 year period. While it is outside of the warranty, this is still a very unacceptable timeframe for the price.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/12/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for any inconvenience it may have caused. 
  
  Dyson offers a 2 year limited warranty covering manufacturing defects. The warranty does not cover wear and tear, accidental damage or maintenance related concerns. During the warranty period, Dyson provides parts and repairs for warranty related issues. In the event an issue can not be resolved through these means, an exchange would be offered. Based on the warranty terms, the repair or replacement does not extend the warranty period. The replacement unit adopts the original warranty. The warranty terms are provided with the products as well as listed on Dyson's website for visibility. 
  
  Outside of the 2 year warranty window, all parts and repairs would be chargeable and the product would no longer be eligible for exchange. The customer's original machine was purchased April 7, 2022, and the 2 year limited warranty matured April 7, 2024. While the customer received an exchange during the warranty period, the replacement did adopt the original warranty, maturing April 7, 2024. 
  
  Dyson offers a lifetime of support through troubleshooting and inspections at local Dyson **************s at no charge. As the customer's machine is outside of warranty, we would recommend they take their machine to the Dyson ************** in their area for a free inspection and quote. Our technicians will inspect the machine to determine the issue and provide the customer with a quote for repairs. The customer can then decide if they wish to proceed with the repair. 
  
  Dyson **************
  ********************************
  **************************
  Monday - Friday, 10:00 AM to 4:00 PM
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23450705
  
  I am rejecting this response because:

  it is slightly more detailed than the first response but adds nothing new. Once again 2 broken machines in 4 years is pretty unacceptable for these kind of machines. It is very overvalued and Dyson seems to suppress reviews where it can.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/09/2025

  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 April 4, I called Dyson to order a part for my battery operated stick vacuum. They told me the part was out of stock but they need my credit card to pay for the part. So i used my **************** card on April 4 to pay for the part. Received NO communication of any kind. Called about a month later to get an update. She couldn't even find what i was referring to. Of no help!!!!!Called a few weeks ago and she told me to look on ******. Waste of time!!!Made a call today and she hung up on me and did not call me back. All i want is to receive the part i ordered to use my vacuum. I think their customer service personnel need a re-training course. Product is good but service is terrible.

  

  Business Response

  Date: 06/09/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns and apologize for any inconvenience caused.
  
  In review of our owners order, the replacement battery ordered on April 4, 2025, was shipped and delivered with *** tracking # 1Z58333F0332512449. 
  
  Our owner also contacted Dyson Support on June 9, 2025, to place an order for replacement post-filter for his machine. This order has also shipped and can be followed with *** tracking # 1Z58333F0334830931. We thank our owner for their continued patience while their order is in transit. 
  
  Should our owner have any further questions regarding the above orders we recommend they contact Dyson support for assistance. 
  
  Thank you. 
  
  Dyson, Inc. 
  
  

• Initial Complaint

  Date:06/07/2025

  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 a Dyson Light Cycle desk lamp. Over time, it developed a problem - it provided light but had a limited range of motion. I contacted Dyson support and they provided a service order number: ******** and a shipping label to send the lamp to their repair center. I received an email indicating that they could not repair the lamp, that it was out of warranty and that it would be shipped back to me. I received a package today with only part of the lamp returned. I contacted support again and was told that the missing part is no longer in stock. So now my lamp is completely non-functional.

  

  Business Response

  Date: 06/09/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We regret to hear of our owners concerns and apologize for any inconvenience this may have caused. 
  
  As the missing power cord is not available through our standard fulfillment centers, we have reached out to our network of Dyson Service Centers to request shipment of the necessary part, if available. We expect to receive an update on this request within 2448 hours.
  
  Once the part has shipped, our owner will receive a separate confirmation email along with tracking information. We appreciate our owners continued patience throughout this process.
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 06/18/2025

  Complaint: 23438925
  
  I am rejecting this response because: The response from Dyson - the business that is the subject of this complaint - promised some form of follow-up within 48 hours. I did not receive any further communication from Dyson. They have taken no steps to replace the parts missing after their repair service shipped part of my desk lamp back to me.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Due to the situation with the repair failure and missing parts with the return we will be offering the owner an exchange for a replacement unit. The replacement will adopt the original warranty terms and will not be extended. If the owner agrees to this resolution, we will require confirmation of their delivery address and phone number for shipping purposes. Color may vary. 
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:06/06/2025

  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 a Refurbished Dyson V11 Torque Drive + vacuum cleaner that was delivered 4/30/25. Upon receipt, the High Torque Cleaner Head did not spin. I reached out to Dyson and they sent me a replacement head that arrived 5/22/25. Two days after receipt of the head, the entire vacuum stopped working and will not turn on. I reached back out to Dyson and they sent me a replacement battery which arrived 6/6/25. The battery they sent is the wrong model and does not fit my vacuum. Dyson has informed me that because there are no returns for refurbished items, they will not replace the entire vacuum. They can only send another battery and I can see if that works. I have not received a correct battery yet, and the vacuum still does not work. (It has worked for less than 1 week since Ive received it.) I would like a replacement or refund.

  

  Business Response

  Date: 06/09/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns and apologize for the inconvenience. 
  
  To resolve the issue, a new order for the appropriate replacement battery has been created. Once shipped, our owner will receive a confirmation email and tracking details. Please allow up to 5-7 business days for delivery.  We appreciate our owners continued patience.
  
  Thank you. 
  
  Dyson, Inc. 
  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23436515
  
  I am rejecting this response because:

  I received the correct new battery from Dyson today, but the vacuum is still not working with the new battery. I purchased this vacuum about 1 month ago and it has not worked since I received it. I have done all troubleshooting requested by Dyson with no success. As a result, Id like to exchange this unit for another vacuum.

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

  

  Business Response

  Date: 06/12/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We are sorry to hear the replacement battery did not resolve the issue the customer is facing. To ensure a full resolution, we have arranged an exchange under the warranty terms. In accordance with Dyson's Exchange policy, the original machine as well as the parts previously provided would need to be confirmed in Dyson warehouse prior to the replacement processing. 
  
  The customer will receive an email with a prepaid shipping label (1Z2Y55899094727823) for the return of the original machine and all parts. The customer can use the original machine box or any box that will fit all  items. Once the warehouse has confirmed the receipt, the replacement will begin processing. From that point, it may take up to 15 business days for the replacement to be delivered; however, this is typically much quicker. 
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:06/06/2025

  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.

  All of my return were delivered on may 14th 2025, and per company policy they would process the return within 14 business days. However, it already passed the time frame and now whenever I reach out to ask for this matter they are fusing to refund me saying they never received them back but *** tracking said they were received by DYSON

  

  Business Response

  Date: 06/10/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson's Return Policy requires the original items to be confirmed via serial number in the ********************** warehouse prior to a refund processing. Unfortunately, a refund cannot be approved at this time for order **********, as the warehouse cannot confirm the return of the physical units via return inventory reporting. The information received and data found regarding the returns shows inconsistencies compared to what was expected to be received. If there is any new information that can be provided which was not previously known, we would be happy to review the additional details for a possible resolution.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23433752
  
  I am rejecting this response because:

  ups provided proof of delivery for all package, and their website indicates there are weight for each packages. 
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 06/11/2025

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

  Prepaid label weight is based off the expected item, not an accurate weight based on the package received. Although the packages were delivered to our warehouse, the warehouse has confirmed the products were not received. Based on our findings, we cannot honor the request, as we cannot confirm the return of the original unit via return inventory reporting.  The original unit must be confirmed as returned to the warehouse via warehouse reporting before further assistance can be offered to this person.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23433752
  
  I am rejecting this response because:
  Business cant just say they did not receive it at their warehouse. The statement claimed was against the i formation provided by shipping carrier. Label were created by the business so I cant hold liable. 
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:06/05/2025

  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 a Dyson Cyclone V10 Animal cordless stick vacuum less than three years ago. Despite regular maintenance and no misuse, the vacuum experienced a complete failure of the main body and cyclone unit (including the motor). This is a core failure that rendered the vacuum inoperable.After researching the issue, I discovered that many other Dyson customers have reported the same failure with the Cyclone V10 model, which has since been discontinued. This suggests a widespread product issue or potential defect.I contacted Dyson customer support multiple times and asked for a reasonable resolution such as a replacement part or a significant discount. After several escalations, Dyson repeatedly offered only a 10% discount on the replacement part, stating that the product was out of warranty. I made it clear that my concern was not about a typical wear-and-tear issue, but a core product failure that appears to affect many customers.I expressed that a 10% discount on a discontinued product with a known issue is not a fair resolution, especially for a premium product from a brand that claims to stand behind its quality. Dyson refused to escalate further or take responsibility.

  

  Business Response

  Date: 06/06/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
  
  Dyson offers a two year limited warranty covering manufacturing defects. This warranty does not cover wear and tear, accidental damage or maintenance. Outside of the warranty period, we offer a lifetime of support through troubleshooting or free inspections at local Dyson Service Centers; however all parts and repairs would be chargeable.  
  
  The customer's machine was purchased May 31, 2020 and the two year limited warranty matured May 31, 2022. At this point all parts and repairs would be chargeable. While we understand the customer may find this resolution unsatisfactory, it is in accordance with the Dyson Warranty. 
  
  There is no known manufacturing defect that would cause the issues the customer is reporting. The V10 model has not been discontinued. Although the V10 is not currently offered directly through Dyson, it is available through select retailers and markets. 
  
  Based on troubleshooting, the customer needs a replacement main body. This can be purchased here: *******************************************************************************************************************************************. Parts carry a 1 year limited warranty covering manufacturing defects. 
  
  The customer has been offered a 10% courtesy discount on the part, which they can take advantage of by reaching out to Support to place an order. The customer is also eligible for the ********************** Owner Reward promotion, which offers a generous 20% discount on the regular retail price (not the sale price) of certain new machines when buying them directly from Dyson. Full details of this offer are available here: *************************************************************************************************************************.
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hair drying on 4/14/25, order# **********. It was delivered to the wrong house with tracking ********************. The picture in the delivery photo is not my house and I can provide photos proving this. I contacted dyson, and they sent a replacement via *** tracking 1Z58333R4286146284. They were unable to deliver the package so they sent it back to dyson and they received it 4/21/25. I tried to contact dyson and they would not respond to the multiple emails and calls. I filed a claim with ****** which was denied because the first tracking number shows delivered but that is not my house and dyson already acknowledged that. I still have no hair dryer and no money! Im including photos from the first delivery company and photos of my house to show its not the same house. My address is visible in my picture.

  

  Business Response

  Date: 06/05/2025

  Hello: 

  
  Thank you for contacting Dyson.
  
  According to our internal records, the purchaser filed a reversal through their bank for order **********. Due to this, we are unable to refund them currently or provide a replacement. The caller should be aware of the reversal request. Please have them contact their bank for any further information.
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:06/05/2025

  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.

  Dyson blow dryer arrived broken after purchasing on line for $650 plus tax. I called to get it replaced but was hung up on and/or disconnected for several attempts, half way through the phone calls. (Upwards of 30 mins several times). I have called about ten times with a few of them resulting in being transferred to a supervisor who told me they part is back ordered and they have no idea when it will be available, if ever. They then told me I cannot return my dryer as it is been 30 days- even though I have been requesting a replacement for more than 30 days with zero resolution. Once an agent promised they would ship me return packaging and I never received it (about two weeks into this ordeal). I will be attempting once again to be given return packaging but it takes so long (***** mins) on hold that I think I will have to wait until Im not so busy and have time. In the meantime I would never purchase anything from this horrible company.

  

  Business Response

  Date: 06/05/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  The return order number is 1653423913.

  The return label was sent via email with *** tracking number 1Z2Y55899099943081. Per *** the label was created but the package has not been shipped to date. The shipping label has been attached to this message. 

  Once the return is delivered to the warehouse, inspected and processed the refund will be automatically completed. Please, allow up to15 days. It can take up to two billing cycles or the refund to be reflected on the customer's monthly bank statements. 

  Of note the owner created a new order with today's date that is currently processing to ship. 1653423098 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23429318
  
  I am rejecting this response because: since initial complaint date I gave up on returning the original supersonic r professional. I ordered a second unit as you still have no replacement t of the broken concentrator attachment available to ship, after I ordered the second unit I referred to my email to see the shipping dates. Unfortunately, your agent ordered me the wrong blow dryer. This was within five mins and i immediately called and was assured the order would be cancelled! Your agent convinced me to order a new blow dryer To correct the error. I did so but have now received an email That indeed the wrong dryer has already shipped. I had already ordered the THIRD blow dryer because the first one I am returning due to being broken,(ordered in April), and then the second was supposed the cancelled and your agent ordered me the aWRONG model !!!  It appears I now will have two blow dryers I CANNOT use and one that hopefully wont be broken when it arrives. I need to return BOTH blow dryers now, the original and the one shipped that is incorrect. If the third one works I will keep it. Pls have someone CALL me.

  This is so horrible. Your customer service is the WORST

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

  

  Business Response

  Date: 06/09/2025

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

  BBB complaints are handled through the BBB portal. If the customer wishes to speak with someone, they are welcome to call Dyson Support.

  We have reviewed the customer's account and see that a return order has been created for the second order that was for the incorrect machine. We have reached out to the courier and requested a Return to Sender. The customer has also been provided a prepaid shipping label, which can be used to return if delivery is completed. Once the product has been confirmed in our warehouse via serial number, the refund will begin processing. From that point, refunds can take 10 to 14 business days to complete. 

  Thank you,

  Dyson, Inc. 

   

  
  

• Initial Complaint

  Date:06/04/2025

  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.

  Im writing to express my frustration with an issue Ive encountered on your website and with your customer service team.I have a ********************** Supersonic hair dryer that I gifted to someone else and no longer own. As such, I attempted to remove it from my account through your website, which offers users the ability to manage and remove machines. However, each time I try, I receive the following error message: There was a problem removing your machine, please try again later. For some reason, when I first go the hair dryer, a representative over the phone registered it as quantity 2 (w/ the same serial number). Which I did not have two of them, so perhaps this is the issues. Regardless I want it removed from my account for good, I no longer own it.I contacted your customer service team for assistance and was told by the representative that removing a machine from an account is not an option. This directly contradicts the functionality offered on your website, which clearly includes a tool for users to remove machines. When I pointed this out, the representative offered no explanation, nor did they attempt to escalate the matter to a technical support or web development team.I find it unreasonable that Dysons systems present users with an option to remove machines, yet neither your website nor your support team can follow through on this basic account management request. I am asking that this issue be properly escalated to the appropriate internal team so the product can be removed from my account, or that a representative with the authority to address it contact me directly.Thank you in advance for taking this seriously and resolving the matter.I'm attaching a screen shot that supports the problem with the website.

  

  Business Response

  Date: 06/05/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the issues with removing the product from your registration and any inconvenience it may have caused. 

  As the customer has requested removal of the product and is receiving an error when completing the request, we have reached out to our IT team for further assistance. Please allow up to 24 hours for an update regarding the ticket. 

  Please note, Dyson's warranty is not transferrable. While the machine can be reregistered to the new owner, valid proof of purchase showing date of purchase, seller and item would be needed to validate a warranty.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 06/05/2025

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

  I need to make sure this business contacts me with the update. Otherwise Ill have to file a complaint.

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

• Initial Complaint

  Date:06/03/2025

  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.

  I am formally objecting to the requirement that I return my defective vacuum before Dyson will initiate shipment of a replacement.The vacuum is under warranty. The issue has already been through troubleshooting and a failed battery replacement. I have now been without a functioning vacuum for over a month, with the delay due to Dysons shipping and support process.I have spent hours on the phone and over chat trying to resolve this, including an exchange that has already gone on for 1.5 hours tonight alone. I have followed every step asked of me, and the machine is still not working. After finally approving a replacement, I'm now being asked to go out and procure a large box, have a label printed, take the vacuum to a *** store, wait for Dyson to receive my faulty vacuum, wait another 15 days for Dyson to initiate shipping, then wait for standard shipping.I understand that most warranties allow the company to request return of the defective product. However, if that requirement causes unreasonable delay or denies timely access to a working unit, especially after repeated support attempts and documented delays, it can violate the "fit for purpose" and "reasonable time for repair or replacement" principles in consumer protection ****** be clear, I am not refusing to return the defective vacuum. I am asking Dyson to ship the replacement first and include a prepaid return label, which is both reasonable and standard practice. I'm requesting immediate replacement of the machine.

  

  Business Response

  Date: 06/04/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson offers a two year limited warranty covering manufacturing defects. The warranty does not cover wear and tear, accidental damage or maintenance. The warranty provides parts and repairs for warranty related issues. In the event an issue can not be resolved through these means, and exchange may be offered based on Dyson's policies. 
  
  Dyson's Exchange Policy requires the original machine to be received and confirmed in our warehouse via serial number prior to the replacement processing. From that point, it can take up to 15 business days for the replacement to delivery; however, is typically much quicker. If the customer does not have a box to ship the machine, they can visit a *** Store in their area, providing the order number as reference. With this information, the ********* would be able to box and ship the return at no cost to the customer.
  
  Alternatively, for a quicker resolution, the customer is welcome to visit the ********************** ************** for a free inspection and repair in accordance with the Dyson Warranty. 
  
  Dyson **************
  ************************************************************
  **************************
  Tuesday through Saturday, 9:00 AM to 5:30 PM
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23416284
  
  I am rejecting this response because it in no way accounts for the experience I'm having. Dyson is demonstrating no understanding of the situation and is in breach of warranty due to delays, contradictions, and poor accountability, all resulting in undue burden. In the *************, the ********-**** Warranty Act requires that warranties be honored without undue burden placed on the consumer. Next step will be a complaint to the ****
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/04/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The owner has contacted the Executive team for assistance. The claim will be handled by this team going forward.
  
  Thank you, 
  
  Dyson, Inc.