Complaints

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

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• 

  Dyson, Inc.

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

  
• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

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

  
• 

  Dyson

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

• 

  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: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,
  
  ********* *****

• Initial Complaint

  Date:05/20/2025

  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 25, 2025 I purchased a Dyson Blowdryer through the Klarna App. in which $140.50 was taken from my bank card. 5 minutes later, my order was cancelled through Dyson but my money wasnt returned. It is now May 20, 2025 and my money is still not returned. I contacted Dyson directly, per Klarna site and the representative from Dyson is telling me that no money was taken, when I have proof that the $140.50 was taken from my account. I need some type of resolution.

  

  Business Response

  Date: 05/20/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the order was canceled due to risk management, our payment platform shows that the payment expired, was not authorized and did not process. We strongly recommend the customer contact their bank, file a dispute and follow up with Klarna. The order total was $499.99. Dyson does not offer financing directly. Any financing or partial payments would be billed by the finance company. 

  Dyson considers this claim answered as Dyson did not collect any funds for the canceled order.
  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:05/20/2025

  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 Gen5detect Absolute and Floor Dok Multi on 11/29/2024 (Order #**********).- Dysons carrier, GLS, left the package unsecured outside a parcel locker, despite a posted warning in the room.- The item was likely stolen due to improper delivery.- I contacted Dyson customer service multiple times, each call lasting over an hour. I was repeatedly told the case would be escalated to the research team, but no resolution has been provided for half an year.

  

  Business Response

  Date: 05/20/2025

  Hello,
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. Upon escalation to our courier, GLS, we received proof of delivery for the shipment in question. Additionally, the owner filed a dispute with their financial institution regarding this transaction; the dispute was ultimately closed in Dysons favor.
  
  Based on this information, we are unable to provide a replacement order or refund for this order. Should the owner have new information that may affect the outcome of these findings, we encourage submission of any supporting details through this portal, and we will gladly review the case further.
  
  Thank you,  
  
  Dyson, Inc.
  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23352898
  
  I am rejecting this response because:

  1. Dyson rejected my dispute at the financial institution, so it was re-billed. That being said, it should not be closed on Dysons side as I highlighted multiple times through calls with CS.

  2. Im sending my credit card transactions again (Ive sent all necessary documents requested from Dyson), please do let me know if any additional documents are needed 
  

  

  Business Response

  Date: 05/27/2025

  Hello:
  
  Thank you for contacting Dyson.
  
  When a transaction dispute is filed, the related funds are placed on hold while an investigation is conducted. We are unable to reject a dispute outright; instead, we respond by providing all relevant information available to us. In this case, our courier provided proof of delivery for the shipment in question, and as a result, the dispute was resolved in favor of Dyson and the valid charges were re-billed.
  
  As previously stated, we are unable to provide a replacement order or refund for this inquiry. However, if you have any new information or supporting documentation that could impact the outcome of these findings, we encourage you to submit those details through this portal. We will gladly review the case further.
  
  Thank you.
  
  Dyson, Inc. 
  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23352898
  
  I am rejecting this response because:

  As can be seen in the proof of delivery from Dyson to my financial org, the delivery was misplaced outside of lockers in a parcel room and it was not delivered to my door. 
  

  please check the delivery guideline from our apartment community (attached and below)
   

   

  If your package is not delivered to your door or inside a
  parcel locker, please file a complaint with the carrier (FedEx,
  USPS, **** OnTrac, Amazon) as this will help initiate the
  courier to investigate further.
  
  

  
  
  

• Initial Complaint

  Date:05/19/2025

  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.

  The vacum is under warranty and unable to help me

  

  Business Response

  Date: 05/20/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the owner has requested assistance with a replacement wand for their V15. We need a bit more information to better assist. Please, share a detailed description of the problem and if the built-in crevice tool is attached to the wand to fit properly.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23351581
  
  I am rejecting this response because:

  After reaching to their customer service , the company was not able provide or eta of wand tube bar. The wand tube bar connection is getting loose from it joint part and making vacuum work not properly and making impossible to operate.  
  The problem is known by manufacturer and not addressed  proper. There are lots of parts available  via authorized parts sales when you want to purchase but no available for warranty. 
  

  I m willing to return to merchandise and any kind of return 

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

  

  Business Response

  Date: 05/21/2025

  Hello, 
  
  Thanks for contacting Dyson. We appreciate the additional details. 

  Based on the issue the customer is reporting, a replacement wand is needed. As the required part is out of stock in our warehouse, we have arranged to have the part shipped from our network of Dyson Service Centers. The replacement wand is shipping with *** tracking 1Z9RR9720391469012. The customer can use this tracking number to monitor the shipment on *******. 

  Thank you,

  Dyson, Inc. 

   

  
  

• Initial Complaint

  Date:05/19/2025

  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.

  Order ********* on Nov 24, 2024 the vacuum in my order was delivered but the airwrap never was. I contacted you all and you said you needed to file a shipping dispute. Then, you sent me an email of the delivered airwrap and I could see that it was NOT my unit and NOT at my address I correctly put down. I sent an email back to dyson from ******************** of the front of my unit to show it was not correctly delivered. So, I filed a complaint with the bank to be refunded after Dyson never corrected the issue. Then, the chargeback was declined by my bank and I was charged again by dyson for the airwrap. On Feb 7, 2025 I emailed my banking information to show I was refunded BUT THEN CHARGED AGAIN. This was supposed to take a few weeks to close, four months later by account is blocked by the "research team" and I was never sent an airwrap and never refunded. I call and I am told I it's my bank even though I sent information 4 months ago that I was still charged for this.

  

  Business Response

  Date: 05/21/2025

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

  Based on our review of all available information, we are unable to approve any replacement or refund requests for this order. The courier, ***, has completed their investigation and confirmed that the package was delivered correctly. If the customer did not receive the package, we recommend contacting their homeowner's or renter's insurance provider to inquire about coverage for lost or missing packages.

  Thank you,

  Dyson, Inc. 

  
  

• Initial Complaint

  Date:05/18/2025

  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 serial number *************** from ********************** for $529 on 20 Dec 2023. The warranty is valid until 21 December 2025. This suction fails when using this vacuum for more than a few minutes. This is because of poor design and filter clogging. I asked to replace this with a different model and Dyson refused. I even asked for less store credit than the replacement cost - Dyson refused. When offered a replacement, it was for a refurbished model. I have no confidence the replacement would not have the same issue. Dyson also demanded I ship my vacuum first and allow 15 days for replacement after they receive it. Dyson failed to cite proof that it is policy for the customer to procure shipping materials and send their existing product in first. Overall, it seems Dyson has no intention of honoring their warranty and make it as difficult as possible to utilize it.

  

  Business Response

  Date: 05/19/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the owner has declined a repair and declined an exchange. Dyson has attempted to honor the warranty through customer service means. **********************'s policy indicates the faulty machine must be returned before a replacement can be shipped.

  We strongly recommend the owner contact Dyson customer support once again and arrange for an exchange as previously offered. Or they can visit their local Dyson service center for assistance. 
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23346598
  
  I am rejecting this response because: I am not aware of any conditions on the warranty that support the statement that,  "Dyson's policy indicates the faulty machine must be returned before a replacement can be shipped." Placing new requirements on warranty support is the same as not honoring the warranty. Furthermore, it is clear that this model is flawed in design and a replacement would not resolve my issue with the product. I paid over $500 for a top-of-the-line vacuum that can only operate for a few minutes at a time. On that, I have an additional complaint of false advertisement that is separate from the stipulations on the warranty.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 05/19/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  As the owner has declined both the repair and exchange offered under the warranty policy, we recommend that they visit their local Dyson ************** located in *******. The details can be found on this link. **********************************************************************.

  Our records indicate that a replacement filter would likely resolve the issue the owner is reporting. However, the owner rejected a free part only resolution. 

  In regard to the run time advertisement. The SV47 V15 Detect Absolute run time is quoted on the product page as being up to 70 minutes of run time. However, the disclaimer states- *Actual run time will vary based on power mode, dust level, floor type and/or attachments used.

  Dyson considers this claim answered as we have offered all available warranty options and the owner has refused. Shipping a replacement before the return of the faulty or non-working machine is against the company policy. 

  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23346598
  
  I am rejecting this response because: "Shipping a replacement before the return of the faulty or non-working machine is against the company policy." Please provide this policy and let me know how customers are made aware of this policy.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/18/2025

  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've been trying for the better part of 3 months trying to resolve a warranty issue.Feb 25 - 1st call, provided the serial number off the actual unit to the *** who informs me my faulty hair dryer is covered under warranty. I send in the unit.Feb 28th - the unit is shown delivered to the returns warehouse.Mar 14 - I receive email that the unit has been received and given a timeframe of ***** business days in which they would contact me, April 3rd at latest. I do not get contacted.April 16th - I call to follow up after zero communication. I am informed that they received a unit with the serial number that doesn't match the serial # I was to send in. This is not humanly possible as I read the serial number ************************ off my product. They say they will put in a claim with the warehouse and will contact me within 5 business days, AGAIN I do not get contacted.May 3 - I call five business days later, the *** tells me that it will actually take 10 business days, AGAIN I do not get contacted.May 6th - Again am told they're still working through resolution with warehouse and they would contact me with regards to a solution. No call.May 17 I call again, apparently no progress or resolution with this warehouse claim. Agent informs me they need a picture of the serial # on the product, this is not physically possible because I've sent them back the product. I ask to speak to a manager after being on the phone for over 30 in a cycle of being put on several holds. They tell me a manager will call my in 5-10 minutes. No contact.May 17 - I call a second time, ask to speak to a manager, agent plays intermediary been the manager and myself. I get put on several holds and am ultimately asked for a receipt of my purchase, I send pictures of receipt. They claim to be unable to verify. I request manager again, finally I get connected to the manager and he claims they need official documentation of purchase even though I've provided LITERALLY EVERYTHING I can provide.

  

  Business Response

  Date: 05/19/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's interaction and pending exchange. On February 25, 2025, the customer reached out reporting issues with their Supersonic. At that time, the customer provided the serial number ***************. An exchange was created to resolve the issues. Per Dyson's exchange policy, the original machine must be received and confirmed via serial number prior to a replacement processing. Our warehouse did receive the customer's return; however, the machine's serial number is ***************. As this is not the unit the exchange was created for, the replacement is unable to be processed. 
  
  Based on these inconsistencies, we cannot honor the request for a replacement unit. If there is any new information that can be provided which was not previously known, we are happy to review the additional details for a possible resolution.
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23345753
  
  I am rejecting this response because:
  
  It is not humanly possible for me to have sent a different unit in. I had a video chat with the agent on my first call showing the machine not working and read the serial number off the same machine.

  Any difference between the serial numbers is a mistake made on **********************'s. I have ZERO desire, motivation, or reason to pull a bait and switch here. However a simple ****** search will show that Dyson has a history of pulling this kind of garage on it's customers. Whether this is practice encouraged by Dyson itself or by whatever company they contract for customer service/exchanges/warranties, it's truly shocking that such a well known brand practices business this way. 

  For anyone considering a purchase of Dyson products, think twice, they look nice and work well when they work - but a cursory search on Dyson quality in recent years and their customer service and you'll find that whether by purposeful will or unintentional incompetence, they will go out of their way to not honor their warranties, stand by their products, or value their customers. (************************************************************ see example).

  For whomever sent in their faulty unit, I hope you see this exchange and realize they switched or units in an effort to avoid honoring their warranty to you as well.

  

  Business Response

  Date: 05/20/2025

  Hello, 
  
  Thanks for contacting Dyson and for sharing your feedback. 

  We have reviewed the request to exchange the existing unit.  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: 05/22/2025

   
  Complaint: 23345753
  
  I am rejecting this response because:
  
  Again, any difference in serial number or inability to find in reporting system is an error on Dyson's part. The returned warranty item was shown delivered on 2/28/2025 and was only noted as RECEIVED on March 14th. Processing, according to your email, takes ***** business days. 

  Does it not seem to make more sense that there was an error on the part of the warehouse in the course of time that it was received and the potential MONTH before it was actually processed? I am unclear, why a paying customer is being punished for what is obviously an error on your warehouse's part. This warranty is a scam.