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 Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson

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

• 

  Dyson Service Center Creve Coeur

  12609 Olive Blvd Creve Coeur, MO 63141-6313

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:05/27/2025

  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 have been a long-time customer of ********************** products for the last 10+ years. The latest product I purchased was a Dyson cordless vaccuum cleaner. It worked just fine for the first couple of years, Now having all kinds of problems with it. This is the 3rd product I've purchased from Dyson. As a consumer, I feel taken advantage of. If your company would like to keep my business I am requesting a new Dyson cordless vaccuum cleaner. I would like the Office of the President to give me a call and let me know what can be done to fix this problem.Sincerely,**** ****** ************

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns.
  
  Upon review of the registered product, we have found that the cordless vacuum in question is out of warranty as of November 2023. As a result, it is no longer eligible for free replacement, repair, or parts. Any replacement parts ordered, or repairs performed at a Dyson *************** would be chargeable to the owner. We sincerely apologize for any inconvenience this may cause.
  
  We recommend contacting Dyson Support via live chat or phone for troubleshooting assistance or placing an order for replacement parts, if needed.
  
  Thank you.
  
  Dyson, Inc. 
  

• Initial Complaint

  Date:05/27/2025

  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 has failed to issue a refund for $816.55 for a package (order number **********) that was never delivered to me, despite me providing documentation from *** confirming non-delivery. I have been waiting for months, and Dyson continues to delay the process by reopening and repeating investigations without resolution.I contacted *** directly, and they confirmed in writing that the package was not delivered to my address. I forwarded this confirmation to Dyson as evidence.Despite this, Dyson continues to delay resolution. They initially closed the case based on incorrect proof of delivery and have since reopened multiple investigationseach time asking for more time. I have spent months following up with Dyson, submitting evidence, and waiting patiently for a refund. Still, no refund has been issued.Their handling of this matter has been unprofessional and exhausting. I have fulfilled my responsibility as a customer and provided all necessary documentation. Dysons refusal to resolve the issue, despite clear evidence, is unacceptable.Desired Resolution:I am requesting a full refund for the undelivered order (#**********). I am no longer willing to wait for yet another investigation, as the facts have already been made clear.

  

  Business Response

  Date: 05/27/2025

  Hello,
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns.
  
  Upon escalation to **** we received proof of delivery for the shipment in question. Please see the attached screenshot for reference.
  
  Based on this information, we are currently unable to provide a replacement order or refund for this case. 
  
  As the owner has submitted new information via this portal, we have forwarded it to our internal team for review and verification. We anticipate receiving an update within 24 hours and will provide that update via this portal accordingly. 
  
  Thank you. 
  
  Dyson, Inc. 
  

  Customer Answer

  Date: 05/28/2025

  Thank you for your response.
  
  Once again, I must emphasize that the proof of delivery provided by *** does not show my address or doorstep, and therefore cannot be considered valid. I have already submitted official documentation from *** confirming that the package was not delivered to my address.
  
  The attached photo proves nothing in terms of proper delivery, and relying on itdespite conflicting information directly from ***is unacceptable.
  
  I have been patient for months, and Ive done everything required on my end:
  
  Contacted *** directly
  Provided written proof from *** confirming the package was not delivered to me
  Shared this with Dyson through every available channel
  
  At this point, Dyson has a responsibility to honor this evidence and issue a refund.

  

  Business Response

  Date: 05/29/2025

  Hello:
  
  Thank you for contacting Dyson. 
  
  Once again, we are sorry to hear of our owner's concerns and extend our sincerest apologies for any inconvenience they may have experienced.
  
  At this time, our internal review team is actively investigating our owner's inquiry. We anticipate having an update within 12 business days.
  
  We appreciate our owner's continued patience throughout this process.
  
  Thank you.
   
  Dyson, Inc.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23380753
  
  Hello,
  
  
  It has now been five days since Dyson stated that an update would be provided within 12 business days, and I have yet to receive any resolution or meaningful communication.
  
  
  As a reminder, I have already provided proof from *** that the package in question was not delivered to my address, despite Dyson continuing to rely on an incorrect delivery photo. This situation has dragged on for months, and Dyson has failed to provide either a refund or a replacement, despite having sufficient documentation to do so.
  
  
  I am requesting a final resolution and full refund immediately. This ongoing delay is unacceptable and is further justification for my complaint. If Dyson cannot resolve this promptly, I will explore additional avenues for consumer protection.
  
  
  Thank you,
  ******* ******

• Initial Complaint

  Date:05/26/2025

  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.

  My hair dryer stopped working within the 2 year warranty. I contacted the company today and we completed a live video call to prove that their product in fact does not work. Dyson *** said my hair dryer is well within warranty, asked for my address and that they are sending me a label to get it looked at for service, but the label they sent me, sends the product back to my house instead of to the company to fix it. Ive tried calling 3 different times to have them fix the label but they cant seem to fix it. They claimed their system is down but then I see online that this is a common complaint and that many have been given the run around for months, hoping to wear out the customer or maybe until the warrant runs out.

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The owner lives within 13 miles of their local Dyson *************** Dyson policy indicates that if the owner of a machine that needs repair is within a 30-minute drive a shipping label is not needed. The ship to location is in another state and the turnaround time could be 14 days or more. 

  Please, review the below for the location and contact details.

  Norcross, **
  
  Dyson Service Center
  ************************************************************************;30071
  Distance: 13 miles
  Tel: **************
  Operating hours: Tue-Sat: 09:00 AM-05:30 PM
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/28/2025

  May 28, 2025
  
  BBB Chicago & N. Illinois / Dyson, Inc.
  Re: Non-functional Hair Dryer

  To Whom It May Concern: 

  I acknowledge Dyson's response and accept the option to drive to a repair location within 30 minutes of my residence. However, I would like to note that this option was never communicated to me initially. Instead, I was informed that the printer was not working and was instructed to call back multiple times. Had I been made aware of this option from the beginning, I would not have felt the need to file a complaint.
  Dyson should make efforts to improve the clarity and consistency of its customer communication to prevent similar misunderstandings in the future.

  Additionally, I would appreciate clarification on what steps, if any, I need to take or information I need to provide when dropping off my non-functioning equipment, as this was not specified in the response.

  
  Sincerely,

  
  **** *******
  
  

• Initial Complaint

  Date:05/26/2025

  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 keep seeing an ad on TV when I'm using my ********* watching fox 5 atlanta news in the morning.this ad clearly states the dyson id price only until midnight will be $299, then when I go to the website the pricing is not there, and your customer service team acts like they have no idea whats going ***** I recorded the ad on my phone as proof that the pricing should be $299 as advertising more than once on tv.I'd like to buy the item at the price I keep from this ad that has run more than once. the video file of the commercial recording is too long to send, but I took a screenshot of the pricing from the ad, I will send the full video when there is an opportunity to send a file that large

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We have consulted our Advertising and Public Relations team to investigate the customer's claims. However, we are unable to honor the price due to the following terms and conditions.

  Be confident that you are getting the best price on ************************** if within 30 days of purchase you should find the same model currently advertised by an authorized US Dyson retailer at a lower price, well refund you the difference. Just contact our **************** team at ************** or chat to get started. Heres what youll need to know.

  Product must be the exact same model number as it appears on ************************** and in stock.

  Proof of advertised price by an authorized dealer is required (Copy of Flyer or Website URL).

  Authorized dealers are limited to Amazon, Barneys, Best Buy, ******* Bed Bath & Beyond, *********** *****, Lowes, *****, ****, *************************, ***, **** Club, *****, *******, ******, Ulta, ******************* and Wal-Mart.

  Product must be new and in original packaging. It cannot be reconditioned (refurbished), used, damaged, returned, open box, clearance or a demonstrator product.
  
  Product price must not be lower due to an advertising error or misprint.

  Lower price will not be honored if the result of a violation of a Dyson unilateral advertising or pricing policy or if doing so would result in a violation of a Dyson policy.

  These terms can be found on the following link

  **********************************************************************************************************************************;

  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:05/25/2025

  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 four products from Dyson on 12/17/24. On 12/24/24 I received a email stating that my order was cancelled due to failure to obtain the proper payment authorization. Even though I used Affirm and money was collected from me. On 12/24/24 l I called to confirm that the order was cancelled and I was told that it was cancelled and I will be getting a refund. On 12/27/24 I received an email with a shipping confirmation for one of the products I ordered. I called to see what was going on and I was told that it was a mistake and that it was shipped to the wrong address and that I was refunded the money. On 1/9/25 I called again because I havent received my refund and I talked to ****** who informed me that it was a mistake and he will manually refund me the money. Weeks later and still no refund. So I disputed the charges with Affirm and I lost because Dyson said that my products were shipped to me and showed them a shipping receipt. I called Dyson, they told me they couldnt give me my refund because I disputed the charges and that I have to get it from my bank. Then they told me that my issue will be escalated. Its 5/25/25 and I still havent received a refund or any products. I have called numerous of times and keep getting the run around. They tell me someone will contact me in 3/5 business days but no one ever contacted me.

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the refund was issued on December 17, 2024.

  Please see attached as proof of refund.

  Dyson considers this claim resolved.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23376701
  
  I am rejecting this response because: A refund has not been made to me. I made the purchase on December 17 2024. I have proof of communication requesting my refund as recent as 5/26/25. Dyson has been lying about my refund being processed or reason why I havent received my refund for 6 months now. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The chargeback was settled in favor of the buyer and has been refunded. Proof of refund has been attached. We advise the owner contact AFFIRM for any questions or concerns regarding the funds or the repayment agreement.

  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/27/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/24/2025

  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 purchased a Dyson vacuum on 12/8/2022 from Best Buy, which is under warranty through 12/8/2024. In October 2023, the motorhead developed a defect, and I contacted Dyson to request a replacement. I submitted my initial request on 10/13/2023, in which I stated:My Dyson vacuum head attachment is having an issue. The part where the plastic wheel is has come off and can not be threaded back on. It looks to be stripped. I have photos. This item was purchased on 12/8/2022 at best buy. I just need a replacement head.Dyson responded:Hello ******,Thank you for your reply.We are sorry for the inconvenience caused to you.Based on finding, a replacement of Torque Drive Motorhead will resolve the issue. Your machine is under warranty to 12/8/2024.Please reply to this e-mail and confirm your full shipping address including city, state and zip code. Please note, we are not able to process orders to P.O. boxes and will require a physical home address so that we can place an order for youI promptly provided my address, but the replacement part was backordered. In January 2024, after not receiving an update, I followed up by email. Dyson replied: As we see that your issue can be resolved by replacement of motor head. Please note, as per our records, we see that the replacement part is out of stock at this moment. And we are expecting the part will be back in stock within 2-3 weeks. Please note, because of high demand, the parts we replace is going to take a little bit longer than normalSince then, I have sent five follow-up emails over the past year and have received no further responses. It has now been over a year since I first requested the replacement part, and my vacuum remains unusable despite being under warranty.I am seeking either a prompt shipment of the replacement motorhead or a suitable resolution such as a full replacement of the vacuum.

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  We are sorry to learn of the frustration and delay for the owner to purchase a replacement cleaner head.

  We are unable to provide a link for purchase of the cleaner head without the serial number of the machine to properly identify the machine and part needed.

  The owner is welcome to visit a local Dyson service center as well to obtain assistance with parts and diagnosis. There are two Dyson ************** locations in *********** 

  ***************************************************************************;
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23374878
  
  I am rejecting this response because:
  
  I am not supposed to be purchasing this, it was under warranty when the issue was reported to them. They even said in their emails they would be shipping it to me. They have the serial number already because I provided it to them when I filed the warranty claim, which is why they said they would be providing the replacement shipped to my house. 
  

  In the emails I provided, which they obviously did not read you can see this. The claim number is ET-6598556677851080639. 

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

  

  Business Response

  Date: 05/27/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The Dyson account located with the information provided by the owner does not contain a warranty registration.

  In order for us to assist the owner on this platform we respectfully request the serial number of the machine and the proof of purchase receipt to review the warranty options.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23374878
  
  I am rejecting this response because:
  
  

  I have provided this to Dyson already, they said it was still under warranty and would send the part and never did. I attached a photo of my proof of purchase and the serial is ***************. When I filed this claim and they said they would send a replacement it was under warranty. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/28/2025

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

  After reviewing the information provided by the customer, we were able to validate their warranty and locate the account the unit is registered under. As the customer initially reached out for assistance during the warranty period, a replacement cleaner head has been ordered. Parts can take 1 to 3 business days to process and 5 to 7 business days to ship. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23374878
  
  I am rejecting this response because:
  
  

  I need to make sure the address it is going to correct one before I say this is resolved. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 05/28/2025

   
  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. This shows I was unsatisfied, I am very much satisfied I just wanted to verify my shipping address. Feel free to change it to satisfied. 
  
  Thank you,
  
  ****** ********
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/23/2025

  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 purchased a Dyson UP30 Animal 3 from **** from the Dyson store. I was able to get the machine setup AC its working but the crevice brush tool is not the correct one. I have tried multiple times to connect to customer service through chat and on the phone and they just cant realize that the combo crevice brush tool is not the correct one for this model. I would like to get it replaced with the correct one. I have a 6 month warranty.

  

  Business Response

  Date: 05/27/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the images the customer provided and confirmed the tool received is incorrect. As such, we are working with our Dyson ************** team to have the correct combination tool shipped to the owner. Please note, parts and accessories can take up to 7 business days to deliver.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 05/27/2025

   
  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.
  

  If in 7 days I dont receive the correct part from Dyson, I will contact BBB indicating that.  
  
  Sincerely,
  
  Kamen Kuntchef

• Initial Complaint

  Date:05/23/2025

  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 called Dyson at the beginning of may about my defective vacuum. I was told by a manager that she would personally escalate to make sure I got it as soon 5-7 days after they got it. I rushed to get it sent back. Its been 3 weeks and I called and the *** told me her leadership team could not tell me when I will get it. Im furious. The level of care at Dyson has gone so downhill. This is also my third ***lacement as the vacuum has a defect part. I also called in a week ago and was told it was being processed. I have been buying from Dyson for 10 years and that stops at this one. Horrible company and sad they cant even tell someone when they will get a ***lacement for a ******** vacuum. I was told to bad so sad you will get an email when it eventually ships.

  

  Business Response

  Date: 05/27/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's exchange and see that an error on the order prevented the replacement from processing. This was corrected May 23, 2025, and the replacement is now processing. From this point, it can take up to 15 business days for the replacement to be delivered; however, we work to get all orders processed and shipped quickly. 
  
  Once shipped, the customer should receive an automated email with tracking details. Please note, the replacement will adopt the original warranty, which matures October 10, 2025.
  
  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:05/22/2025

  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.

  On October 7th, 2023 I purchased a Dyson Airwrap for $441.19 using my *********** credit card. This was a refurbished product that came with a 1-year warranty. Having paid top dollar for this product, I assumed that it would last me a long time, especially if I was careful with how I used it. From 10/7/2023 until March of 2025, I had used this three times before it stopped working.I reached out to Dyson, and they had me send it into their repair facility. They sent me the wrong label the first time which made this process worse with multiple trips to the *** store but that is only an added headache into this already disappointing journey. Anyway, I sent it in and heard back from them a few days ago. They said, "we can really only change the power cord, but that doesn't seem to be working. You can buy a new one for $399 if you want."This is my dispute - I paid a lot of money on a product that should last me a lifetime, used it a grand total of three times and now cannot get a ginormous company to repair it. How is it possible that a "repair facility" can really only change the power cord as a potential solution for this problem? My husband is an engineer and told me that the circuit board has all kinds of components that could be causing the issue. Power cord is only the first and most basic component that even a kid can replace.I want this to be solved in one of three ways - 1. I want a full refund.2. I want this to be repaired for no additional cost.2. I want a replacement, if the professionals at Dyson aren't able to figure out how to repair *******'s my product serial number *************** Repair reference :******** Please help me with this issue.Thank you in advance!

  

  Business Response

  Date: 05/22/2025

  10/6/2024 

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the refurbished unit is more than 6 months outside of the one-year warranty term. Exceptions to the warranty including refund, repair or replacement are not allowed, per Dyson policy, this far out of the warranty term. We have submitted a request to the Dyson service center to inquire about the status of the repair and asked for clarification regarding the repair options. 

  Once the repair determination is complete the technicians at the Dyson service center should reach out directly to the owner. 
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:05/21/2025

  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 have bought Dyson Cyclone V10 Absolute from ************************** before warrant expired I have some issue with machine so they said I will get it new Dyson v11, but I got refurbished one, I contacted customer care for same so they send me V11 extra which is not supporting soft roller, when I asked for soft roller then they exchange with V12 Detect Slim but this is used one and dirty also have small bin when I contacted back with issue, I am asking to give me absolute version replacement then they are saying your machine is out of warranty so I can't give you the replace for Absolute version. so if I complained the issue and to resolving will get lot of time then it may expired the warranty, but until fixed the issue they have to consider under warranty.

  

  Business Response

  Date: 05/22/2025

  Hello,
  
  Thank you for contacting Dyson.
  
  We acknowledge and understand the concerns raised by our owner. As a matter of policy, Dyson performs exchanges on a model-for-model basis, with exceptions made only when product availability dictates. Dyson also reserves the right to fulfill any exchange with a new or refurbished unit, depending on current availability and warranty status.
  
  A review of the owners exchange history indicates that appropriate replacement units have been providedeither equivalent to or upgraded from the owner's original machine. Regarding the latest replacement concern, the owner contacted Dyson Support and was advised that their machine, a V12 Detect Slim, is eligible for exchange to resolve the issue. However, the owner requested an upgrade to a V12 Detect Slim Absolute, which cannot be accommodated. The owner was informed of this policy and has declined the proposed exchange.
  
  We apologize for any inconvenience this may cause. If the owner wishes to proceed with the available replacement option, they are encouraged to contact Dyson Support for further assistance and next steps.
  
  Thank you,  
  
  Dyson, Inc.
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23360925
  
  I am rejecting this response because: as part of Absolute machine replacement should replace with Absolute only, they are doing intensely sending sometime refurbished, sometime used and sometime incompatible, for all of these their mistake took more than 6 months, so meanwhile old machine warranty is expired now they are saying as per Dyson policy expire machine can't replace with same version. What policy? Dyson wastage my 6 months time without machine in to and forth now they are saying "Since, your original machine is already out of warranty, we are unable to exchange your machine with any of the upgraded machine". I have all the chat history from last 6 months always they are saying I will get new and getting bad one.
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 05/22/2025

  Hello,
  
  Thank you for reaching out to Dyson.

  The exchange order 1653186736 records indicate that the new, not refurbished unit was delivered with *** tracking number 1Z58333F0333967813 on May 20th. 
  
  After reviewing the owners exchange history, we can confirm that all prior replacements offered were either equivalent to or an upgrade from the original machine. For the recent issue, the owner contacted Dyson Support and was informed that their V12 Detect Slim is eligible for exchange. However, the owner requested an upgrade to the V12 Detect Slim Absolute, which is not possible under our current policies. This was communicated to the owner, who subsequently declined the exchange offer.
  
  If the owner would like to proceed with the available replacement, we encourage them to contact Dyson Support for further assistance and next steps. Our current records indicate that there is inventory available for the refurbished Dyson V11 Complete, with part number 419640-02.

  Dyson considers this claim answered. 
  
  Thank you,
  
  Dyson, Inc.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23360925
  
  I am rejecting this response because: They are saying they send me new machine, I have attached the image after opening the box and SL number you can see how they are telling lie, why Dyson telling lie? and where I asked for "V12 Detect Slim Absolute"  I have attached the conversation script, I asked for just Absolute version with big bin and soft roller which I have earlier. Dyson don't have any fixed policy they are just cheating the customer on name of policy.
  
  Sincerely,
  
  ********* *****