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, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson Direct, Inc.

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

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:06/02/2025

  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.

  I ordered a Dyson Purifier Humidify+Cool PH2 De-NOx from ****** (Sold by ***********************************) on May 21, 2025. It was delivered May 27. Upon setup, I found the oscillation didnt work and the airflow direction function got stuck. The screen displayed an alert. I followed all troubleshooting steps, including a hard reset, deep cleaning, and checking the tank and filtersnothing worked.I contacted Dyson support. The first ***** registered my device, confirmed it was under a 2-year warranty, and placed a repair order. Later, another ***** told me my Amazon invoice was invalid, because descriptions don't match and also said the seller was unconfirmed third party. I provided photos of the box to show invoice, and serial number, proving it was sold by ****** and all descriptions match. They then refused to acknowledge the contents on my invoice, and still denied coverage. After insisting and showing proof, a manager confirmed the unit is covered. I saved that chat transcript.Then, another ***** contradicted that, until I gave them the manager's reference. Only then did they acknowledge the warranty.When I received the return label, I noticed it was addressed to meif I sent it, it would return right back to me. I requested a corrected label but only received terms and conditions. Support then told me to drop it off at ***, ignoring the incorrect label issue.According to Dyson's own warranty terms, I am eligible: I have valid proof of purchase and delivery. Even without it, the warranty should start 90 days post-manufacture, which still applies to me as the first owner. Throughout the process, Dyson tried to discredit my evidence and deny warranty ************ I have a package in my room waiting to be shipped back to me for repair! For a company that charges an arm and a leg for their products, your service sure doesnt live up to that price tag!

  

  Business Response

  Date: 06/03/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owner's issue.  Due to the nature of the issue, we will be in contact with our owner via email within 1-2 business days to better address their concerns.
  
  Thank you.
  
  Dyson,Inc.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23409879
  
  I am rejecting this response because: It's been almost a week since they replied here, but Dyson never bothered to contact me directly via email. I checked my inbox and junk folder everyday but no email from them. 
  
  Sincerely,
  
  *** ***

  

  Business Response

  Date: 06/11/2025

  Hello:
  
  Thank you for contacting Dyson. We are sorry to hear of our owners concerns, and we sincerely apologize that our owner has not yet received communication regarding their issue.
  
  We have requested the appropriate department to reach out and further address our owners concerns. Our owner should expect a response within 24 hours.
  
  We apologize for any inconvenience this may have caused.
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Though they did reach out to me this time and offer me an opportunity to exchange (hence I mark it closed), I've decided to not buy from this business from now because I don't want to go through the struggle everytime there's a problem with their product.
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:06/02/2025

  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 regarding a mishandled exchange and a false counterfeit claim made by ************************* wife purchased a genuine Dyson Airwrap in ***** on April 9, 2023, from Dyson *****. The product is registered under serial number ************ with ********************** Korea, and we have both the registration confirmation and the official purchase ********** February 2025, I contacted Dyson **** customer support prior to our relocation to the **** The representative (Abhishek D.K.) assured me that if we brought the Airwrap to the ****, Dyson would provide a refurbished replacement due to voltage incompatibility.Following this instruction, we transported the product to the ****, but once we attempted the exchange, we were repeatedly misinformed and redirected. After submitting the proof of purchase and registration multiple times, and after sending the machine using Dyson's return label, we were finally informed that our unit was "counterfeit" and would not be returned or replaced.This is not true. The machine is genuine, officially purchased from Dyson Korea and properly registered.Because of Dyson's false promises and poor handling:- We lost the opportunity to resell the product in ***** during its warranty period,- We suffered financial loss (approx. $560),- We endured three months of time loss and emotional distress, and - We have now lost the product entirely, with no compensation.I am attaching all evidence to support this claim, including the support chat transcript, the official receipt, and product registration screenshot. (IMG files are translated version of the receipt and the registration from *****)This experience has been extremely stressful and disappointing.

  

  Business Response

  Date: 06/03/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns.  Upon receipt and inspection of our owners machine we determined the unit was not a genuine Dyson product.  Per Dyson Service Terms & Conditions: 
  
  Following receipt of your Dyson machine, if we inspect it and determine that it is it not a genuine Dyson product (i.e. a counterfeit), you acknowledge and accept that Dyson will not (and is not obligated to) service the machine and may (in its sole discretion) elect to:
  1.arrange for the machine to be returned to you; or
  2.permanently retain or destroy the machine, in exchange for Dyson providing you with a letter confirming that the product is a counterfeit, which you may present to the seller of the product or your credit card company for the purposes of seeking reimbursement of the sum you paid for the counterfeit product.
  You recognize that counterfeit Dyson machines are likely to be unsafe for use and that Dyson has legitimate reason to exercise its right to retain/destroy any counterfeit product, in order to (a) prevent personal injury or damage to property (b) prevent resale of counterfeit products and (c) protect the Dyson brand and reputation. Further information on counterfeit products can be found at *********************************************************************.
  
  As such, we are unable to move forward with replacement of our owners machine.  Our owner has been sent a copy of the above mentioned counterfeit certification letter via email so they may attempt to recover funds from their purchase. Our sincerest apologies for any inconvenience.  
  
  Thank you. 
  
  Dyson, Inc. 
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23409048
  
  I am rejecting this response because:
  
  1. The Product Is Genuine
  I am submitting IMG_7664, the official receipt issued by the Dyson store located in ********, *****, ***********. The receipt clearly shows the serial number T4F KR ********, which matches the product registration screenshot I previously submitted. This product was purchased from an official Dyson retail location and registered with Dyson *****. There is no basis for Dyson USA to claim this is a counterfeit product.
  
  
  2. Dysons Mishandling and Contradictory Instructions
  I am also submitting the following documents as further evidence of Dysons mishandling:
  
   Walk-in Service Location.pdf: Dyson instructed me to visit a service center 50 miles away, contradicting the original chat script (already submitted) that promised a direct exchange.
  
   After Rejection from Service Location.pdf: Dyson apologized for the service centers rejection and instructed me to send the product in.
  
   Created Void Shipping Label.pdf: Dyson sent a shipping label that was invalid and missing a destination.
  
   1st Dyson US Reply for Exchange.pdf: Dyson confirmed the product was genuine and eligible for exchange after I submitted proof of purchase.
  
  Despite following all instructions, I was never provided with a valid shipping label in a timely manner. After weeks of delays and phone calls, I was suddenly told the product was counterfeitwithout any evidence or explanation.
  
  
  3. Pattern of Negligence and Emotional Distress
  This is no longer a simple misunderstanding. The repeated failures, contradictory instructions, and sudden counterfeit claim suggest a pattern of negligence or even intentional obstruction. Dyson has a documented history of mishandling customer complaints, including a $3 million settlement related to **** sales.
  
  
  4. My Formal Requests
  I am requesting the following:
   Immediate return of my product in the exact condition it was sent, with no missing parts or damage. This is the minimum I expect.
   Replacement with a new or refurbished genuine Dyson Airwrap, as originally promised by Dyson USA.
   A formal written apology for the emotional distress, misinformation, and mishandling I have endured over the past three months.
   Fair financial compensation, should Dyson be unwilling or unable to fulfill the above requests.
  
  
  I am committed to resolving this matter fairly, but I will continue to pursue all available channels until Dyson takes full responsibility and provides a proper resolution.
  

   

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/05/2025

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

  We have reached out to the owner via email to provide further assistance. Once the owner has provided with the requested information, we would be happy to assist further with their concern. 

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:06/02/2025

  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 March 6, my wife contacted Dyson customer support regarding an issue with her First Generation Dyson Airwrap Styler Complete Nickel/Fuchsia, which I had purchased for her. During that initial conversation, the Dyson agent stated they would initiate an exchange process under reference number **********. Following their instructions, we shipped the machine to Dysons warehouse immediately.On March 19, we received email confirmation that Dyson had received the unit. We followed up via their chat support on March 21 and again on March 24, but were told only to wait for further updates.On March 26, after another attempt to get a clear status update, Dyson suddenly informed us that the machine was considered counterfeit.This news was shocking, especially considering that the machine had been registered with Dyson for over two years. They had full access to its serial number and product details since the beginning. Despite this, they initially approved an exchange, only to reverse that decision weeks later, after they were already in possession of the ********* make things worse, Dyson refuses to provide any proof or supporting evidence of their claim. All they have provided is a vague letter, created by themselves, with no photos, no technical explanation, and no expert analysis. They have also refused to return the machine to us, which feels like they have confiscated personal property without transparency or justification.This entire experience has been very upsetting. I delayed filing this complaint because I was emotionally affected by how unfair and one-sided this process has been. What began as a straightforward service request turned into an incredibly stressful and disheartening event.We are fully prepared to provide proof of all conversations, including chat transcripts and email communications, to support our case. At this point, we are requesting that Dyson either returns our machine, completes the originally promised exchange, or issues a full refund.

  

  Business Response

  Date: 06/03/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson's exchange policy mandates that the original machine be received at our warehouse for inspection to confirm its serial number and authenticity as a genuine ********************** product. Counterfeit units are often made, replicating genuine serial numbers. As such, we are not able to confirm a unit is genuine, without completing this inspection. 
  
  Upon receipt of the customer's device, our technicians determined that it is a counterfeit product. As such, it is not eligible for the Dyson warranty, rendering the exchange offered under the presumed warranty invalid.
  
  Counterfeit Dyson machines can be unsafe for use, and Dyson reserves the right to retain or destroy any counterfeit product to (a) prevent personal injury or property damage, (b) prevent the resale of counterfeit products, and (c) protect the Dyson brand and reputation. More information on counterfeit products can be found at *********************************************************************.
  
  Although we cannot honor the exchange request based on our findings, we provided the customer with an official letter stating our findings. The customer can present this official letter to both the seller and their financial institution to assist in recovering their funds.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23406614
  
  The response from the business is totally unacceptable. I would need reasonable proof that the item I sent is a counterfeit (images, explanation, etc.). Seen from where I am, the business is trying to not honor their warranty by any arbitrary reason; and keeping in its possession personal property. How can they tell it was in fact an non legit item without providing any proof? How can I make sure such statement is not a lie?

  Since the beginning, the customer service was very sketchy: there was no real explanation of the exchange process, we had to follow up every 3 days because we were not getting any updates of the process, and they didn't provide any justification of their decisions. It almost looked like they never wanted to honor their warranty.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/05/2025

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

  Counterfeit Dyson machines are very difficult to spot: They appear nearly exactly the same as the genuine Dyson machine: from the logos on the machines to the packaging they are delivered in. Counterfeit Dyson machines even include copies of Dysons serial number stickers and ********************** warranty cards.

  Common things to look out for which are likely to indicate you have purchased a counterfeit include:
  -Poor quality manufacturing finish (for example, misapplied Dyson logos, uneven joins in materials, scratches on the product or uneven edges)
  -Poor quality packaging materials
  -Typos on the product, the packaging, or the documentation enclosed in the packaging

  In regards to the customer's machine, the motor is not a genuine Dyson motor, the colorway of the product was not that of a genuine Dyson product, and most notably, the machine had a two prong plug. Genuine Dyson Airwraps have an ALCI (Appliance Leakage Circuit Interrupter) plug. An ALCI is a safety device built into the plug of the Airwrap. It protects users from electric shock due to ground faultssuch as if the appliance comes into contact with water, or if the wiring becomes damaged.

  The exchange was created under the assumed warranty. As counterfeit machines do not carry a valid warranty, the exchange previously offered would be invalid as well. At this point, we are unable to offer the owner any further assistance outside of the official letter previously provided. 

  Counterfeit Dyson machines are likely to be unsafe for use and Dyson has legitimate reason to exercise its right to retain/destroy any counterfeit product, in order to (a) prevent personal injury or damage to property (b) prevent resale of counterfeit products and (c) protect the Dyson brand and reputation. Further information on counterfeit products can be found at *********************************************************************.

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:06/01/2025

  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.

  In April, I reached out to Dyson support as my unit had stopped working. First they gave me troubleshooting tips. When those didn't work, they offered ***lacement parts. Then they didn't have it in stock. Then they offered to send me a newer model. Then they said they couldn't because my account was in ******. But I don't even live in ******! Then they offered again to send me a newer model. Then they said the newer model wasn't in stock so they would send me a different newer model. Then they wrote back that they would instead send me parts. This 22 plus part email exchange, which I am attaching here in 5 pdf's, was extremely frustrating. Each email was responded to by a different Dyson **** who changed the resolution each time I emailed them. On May 30, the Dyson *** offered me a ***lacement Dyson Gen5outsize Absolute vacuum, and that is what I would like. You can read that in PDF Dyson #5. I am very frustrated at the terrible support I've received from Dyson, and I would like a swift resolution. Thank you.

  

  Business Response

  Date: 06/03/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the confusion and any inconvenience it may have caused. 
  
  We have reviewed the customer's account and see that an exchange has been created to replace their unit with the Gen5 Outsize Absolute. In accordance with the Dyson Exchange Policy, the original machine must be returned and confirmed via serial number prior to the replacement shipping. We show that the customer was provided a prepaid *** label (tracking 1Z2Y55899098084154) for the return of their vacuum. At this point we are waiting for confirmed receipt of their vacuum. From that point, it may take up to 15 business days for the replacement to process, ship and deliver. Please note, in accordance with the Dyson Warranty, the replacement will adopt the original warranty, which matures May 28, 2025. 
  
  Thank you,
  Dyson, Inc.  

• Initial Complaint

  Date:06/01/2025

  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 placed an order with Dyson vacuums, directly from their site. My order was placed today on June 2, 2025. Order number: ********** in the amount of ******. As soon as I got my confirmation within minutes, I had noticed it was going to the wrong shipping address. I immediately reached out to customer service via their chat. I was refused any help at all. I was informed over 3 times that address couldnt be changed until it was with the courier (and via that courier) even though it had matched the billing address). The agent asked me if I wanted a refund. I said yes. That became out of her capabilities as well, without any explanation except for that the item was in pick. They left me with no resolution at all and no idea if my order would ever be canceled or shipped to the wrong address. I was not offered one solution that is not involve me taking this into my own hands. Here I am.

  

  Business Response

  Date: 06/02/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  A request has been submitted to the warehouse team to attempt to prevent the order from being shipped to the wrong address. The phrase On Pick means that the order was already in the system to be picked at the warehouse and shipped. As these orders are automated it can be time consuming or difficult to prevent the shipment from being picked up by ***. However, if the package is picked up by *** we have also filed a request for the package to be returned to sender. Once we have confirmation of the returned package, the refund will be issued.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23404022
  
  I am rejecting this response because: I contacted the company today and they have no record of receiving the item back even though I have tracked it and it has been received. I received no email confirming a refund would be granted. When I reached out, all they did was ask me to register the item. They were not understanding what I was saying, and they had nothing in their records regarding a refund. I would need a confirmation email that the refund has been sent. On their website and via any communication Ive tried there is no record indicating that Im due for a refund. I called my bank it is not pending. This company has a history of bad practices, which Ive only now discovered the minute I googled to their customer service. This needs to be reconciled immediately. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/10/2025

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

  A return order has been created to allow the refund to process. The return reference number is 1653396659. We do show that the return to sender request was completed and the package was delivered to the warehouse June 5, 2025. In accordance to Dyson policy, the return needs to be confirmed by the warehouse, which can take up to 3 business days. Once confirmed, the refund will begin processing. From that point, refunds can take 10 to 14 business days to complete. Depending on the customer's financial institution, it may take 1 to 2 billing cycles to post to their account. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23404022
  
  I am rejecting this response because: The business is claiming that they have no proof that the item has been returned to sender when I actually do have proof. I am requesting an immediate refund.  And asking the BBB  to step in and help protect customers from fraud. I have looked into it, and this company is absolutely a nightmare when it comes to communication and refunds. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/31/2025

  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.

  Purchased a Dyson Air Wrap Multi Stlyer Dec 27, 2024 from Ulta for $599. Styler was delivered January 6th, 2025. It stopped working May 27th, 2025. Followed provided trouble shooting tips from Dyson (which also did not work). Then contacted Dyson (May 31st) spoke to two different representatives, both were rude and unhelpful. Dyson said they needed the serial number on the tag or they could not help me replace it or even fix it. I had thrown away the tag not knowing the serial number was only on the tag and not on the product itself. I have the receipt, shipping documentation and user manual. I also contacted Ulta *********************** Vendor) and they instructed that Dyson handles the product warranty. Dyson is not backing their 2 year warranty guarantee or providing any support of their product.

  

  Business Response

  Date: 06/02/2025

  Hello: 
  
  
  Thank you for contacting Dyson.

  The Dyson Airwrap multi-styler serial number is typically located on a label attached to the power cord, near the plug. It can also be found on the front of the instruction manual, the outer packaging of the machine, or in the dispatch confirmation email if you purchased it directly from Dyson. Additionally, you can find it within the MyDyson app or on the Dyson website if you registered your Airwrap. 

  We are unable to book a repair or provide an exchange without the serial number of the machine. 
  
  **********************************************************************************************************************
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:05/31/2025

  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 regarding a Dyson Gen5Outsize Absolute vacuum purchased directly from Dyson on July 12, 2024, for approximately $900. This was advertised as Dysons top-tier cordless model. Unfortunately, my experience has been the worst Ive ever had with any product.The vacuum arrived over a month late (on August 24), following multiple calls where Dyson admitted to an error in shipping. Within two months, the Digital Motorbar XL Cleaner Head began violently shaking, rendering it unusable.Since then, Dyson has replaced the unit four times, but every single replacement has had the exact same issue. One replacement arrived scratched and clearly used, and the cleaner heads included were lower quality than the original.Each time, Ive spent multiple hours on the phone with customer service (over 10 hours total), repeatedly going through the same ineffective troubleshooting. Ive been blamed for using the vacuum on hardwood floorsdespite Dysons website claiming it is designed for both carpets and hard floors. I have screenshots proving this.Most recently, customer service promised a replacement, then hung up on me mid-call. The cleaner head on the most recent unit again shakes violently, falls apart, and has loose screws. At one point, Dyson told us replacements were backordered due to too many people requesting them, which indicates a known design flaw they are not acknowledging.Desired Resolution:After nearly 10 months of ongoing issues, I am requesting a full refund for this defective product. Dyson has not resolved the issue despite repeated contact, and I no longer have faith in further replacements. I am also requesting Dyson cover any return shipping costs associated with this matter.Thank you for your time and assistance in helping reach a fair resolution.

  

  Business Response

  Date: 06/02/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the replacement for exchange order 1653247252 was delivered on Saturday, May 31 at 10:54 A.M. with *** tracking number 1Z58333F0334438124.

  Due to almost one year having passed since the original purchase, we are unable to offer a refund as a resolution. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23402941
  
  I am rejecting this response because: the replacement has the same exact defect.
  
  Sincerely,
  
  ****** ******** *****

  

  Business Response

  Date: 06/03/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  As the customer is reporting the same issues with their replacement, and there are no known manufacturing defects that would cause the issue they are describing, an inspection would be needed to confirm the issue and best resolution. Please note, Dyson's warranty covers manufacturing defects. It does not cover wear and tear, accidental damage, maintenance related concerns or incompatibilities. 
  
  Dyson offers a 30 day money back return window from the date of purchase for machines purchased directly through Dyson. Purchases outside of this window, or through an authorized retailer are covered by the 2 year limited warranty. The warranty provides parts and repairs for manufacturing related defects. In the event a warranty related issue can not be resolved through these means, an exchange may be provided. Dyson reserves the right to inspect the unit to confirm if the issue is warranty related. Those issues determined to be covered by warranty, would be resolved in accordance with the warranty terms. For issues related to wear and tear, accidental damage, or maintenance, parts and repairs would be chargeable. A quote would be provided prior to any work being completed outside of the warranty coverage. 
  
  We have set up a repair, ticket ******** and the customer should receive an automated email shortly with a prepaid *** label (1Z2Y55899096050774). Please note, ship to repairs can take up to 21 business days once received. Additionally, the owner would need to review and accept the terms and conditions sent via email prior to any work being completed. 
  
  In accordance with the Dyson Warranty terms, the repair or replacement of your Dyson machine under warranty will not extend the period of warranty; however, your warranty will be extended for any time your machine is being repaired or retained for work being performed under the warranty. This does mean that the current unit adopted the original warranty, which matures August 4, 2026. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23402941
  
  I am rejecting this response because: I do not want a repair. This is the fourth time the same issue has happened. It is a product defect that Dyson is unwilling to admit. I am requesting a full refund. This has been a year of nightmare customer service and waiting months with no means to vacuum my home. 
  
  Sincerely,
  
  ****** ******** *****

• Initial Complaint

  Date:05/29/2025

  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 alreadt return the order. but no refund my money.

  

  Business Response

  Date: 05/29/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We are unable to provide a refund at this time due to inconsistencies or a foreign item being received at the warehouse. If the owner would like to provide any new evidence or details, we are happy to review. The purifier unit with serial number *************** will need to be returned to Dyson before a refund can be issued.
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:05/28/2025

  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 have been contacting Dyson for the past month and a half over my lost vacuums. I got 3 vacuums: one for my mother, one for my mother in law. and one for my step-mother for MOTHER'S DAY. The package was supposed to deliver near the end of April (right in time for mother's day). I checked tracking and they got rerouted back to the sender for some reason and I never got these items in time. I have been fighting with Dyson for over 1 month over this and trying to explain to them the tracking numbers and how the items never came to me, but they keep insisting on me waiting for the warehouse and honestly I am sick and tired of it since they have my money and aren't helping. I don't want to have to chargeback so I am making this report.

  

  Business Response

  Date: 05/29/2025

  Hello:
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of our owner's concerns, and we extend our sincerest apologies for any inconvenience they may have experienced.
  
  At this time, we are awaiting confirmation from our warehouse that all three (3) machines have been returned. Once this is verified, a full refund will be issued for our owner's purchase. We anticipate receiving an update regarding the returns within 12 business days.
  
  We appreciate our owner's continued patience during this process.
  
  Thank you.
  
  Dyson, Inc.

• Initial Complaint

  Date:05/28/2025

  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 had ordered a Dyson vacuum on 23rd April, 2025 - Order number: ********** and never received it as it got lost in transit and Dyson gave me a very hard time to reship it. I had to call them over ********************************************************************************************************* on 5th May, 2025 order ********** and I never received that either. It says delivered this time but I never received it and after that I called them several times and they weren't helpful. Finally there was one agent named Anuj at Dyson said that he will open a claim with ***, so that claim was opened on 27th May, 2025 and then when I checked that tracking on 28th May, 2025, the claim shows investigation closed as *** wasn't able to reach to the receiver which is a lie no one from *** tried contacting me or showed at my door. This company has minted my $899.99 and not giving it back. 

  

  Business Response

  Date: 05/28/2025

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

  We have reviewed the tracking details (1Z58333F0333565202), which show the courier delivered the package on May 9, 2025. The courier provided an image of the package on the customer's front porch as proof of delivery. As the customer indicated this was not received, a *** investigation was initiated; however, *** closed the case due to being unable to contact the customer. Based on the current status of the investigation, we would be unable to offer any additional assistance. 

  For further consideration, the customer would need to reach out to *** to provide any needed information to reopen the investigation. Once the investigation has been completed, we will be happy to review and make a final determination based on the investigation and Dyson records.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23386222
  
  I am rejecting this response because:

  Firstly that door in the picture is not mine. Secondly *** didn't call me or show up at my door when this investigation was opened. Thirdly, when I spoke to one of the Dyson supervisors ***** after being on hold for 1 hour, she did a three way call with *** customer service and the guy at *** said indeed no one contacted the receiver and not sure why this was closed and he reopened it to trace it, so get your facts straight before you say anything. ITS NOT MY DOOR SO ITS YOUR RESPONSIBILITY TO GET UPDATES FROM ***. 

   

  BBB, this needs to go to arbitration if not resolved here. These people are full of lies and they have been doing this all along now

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

  

  Business Response

  Date: 05/28/2025

  Hello:
  
  Thank you for contacting Dyson. We are sorry to hear of the concerns raised by our owner and our sincerest apologies for any inconvenience.  
  
  To better assist, we have submitted a request to *** to re-open the claim regarding the shipment in question. Please be advised that, according to ***, claim investigations may take up to 8 business days. Once *** finalizes their review, Dysons internal team will assess the results to determine the appropriate next steps.
  
  Please note that *** may reach out directly to our owner for additional information if required. We appreciate our owners continued patience throughout this process.
  
  Thank you.
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23386222
  
  I am rejecting this response because:
  
  Don't repeat what I mentioned to you already yesterday. You should have read carefully and gotten your facts straight before sending your initial reply. You are basically repeating what I said yesterday which you should have researched before you sent your initial response.

   

  @BBB this has already caused a lot of frustration on my end and I would like to go to arbitration for this matter. Enough is enough. It feels like Dyson has been bullying me all this time.
  
  ****** *****

  Customer Answer

  Date: 06/16/2025

  Complaint: 23386222
  
  I am rejecting this response because: I had spoken to the BBB supervisor on 05/29 and she had advised that I can have this case reopened if the resolution given by the merchant was unsatisfactory. Now, the merchant Dyson refunded me my money for the lost item, but since this caused me a lot of mental stress and anxiety as this happened to me twice and my money was in limbo for more than a month, I had asked them for a compensation and they offered a 25% off the next purchase and I denied that and said I at least want 40% off and since then I have followed up everyday with them over email for almost a week now and they never reply. The manager who offered this at Dyson is ***** who is very unfriendly and unpleasant. This is the email I had received on 06/07.

  
  

  Hello Sawani, 

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration, anxiety, and inconvenience youve experienced over the past month. We understand how upsetting it must be to deal with repeated issues, and we deeply regret that our service has not met your expectations.

  At Dyson, we take customer satisfaction seriously, and we are committed to making things right. As a gesture of goodwill and in recognition of the difficulties youve encountered, we would like to offer you a 25% discount on your next purchase with us.

  We hope this offer demonstrates our commitment to regaining your trust and providing a better experience moving forward. Please let us know if you would like to proceed with this offer, and we will provide the necessary details.

  Again, we truly appreciate your patience and the opportunity to address this matter. If theres anything else we can do to support you, please dont hesitate to let us know.

  Warm regards,

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

  

  Business Response

  Date: 06/16/2025

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

  The customer's order has been fully refunded, fully resolving the issue. In addition to completing the refund, the customer has been offered a substantial discount on a future product. While we understand the customer finds this offer unsatisfactory, we would be unable to offer any further compensation. If the customer would like to take advantage of the 25% discount offered, they are welcome to reach out to Dyson Support via chat or by phone to place an order. Please note, the discount does not combine with sale pricing and some models are excluded. 

  Thank you, 

  Dyson, Inc,. 

   

  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23386222
  
  I am rejecting this response because:
  
  Dyson: carefully read what i wrote. Your support never gets back and i get attention only when it is raised with BBB. I need that discount code sent here as your support is the most irresponsible one ever