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Dyson, Inc.

Phone: (312) 469-5950 Fax: (312) 469-5951 View Additional Phone Numbers 600 W Chicago Ave Ste 275, Chicago, IL 60654 http://www.dyson.com View Additional Web Addresses


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Description



Dyson, Inc, is a vacuum and dryer manufacturer which designs and produces bagless suction vacuums. Located in Chicago, IL, this organization has offices and manufacturing plants around the globe and is primarily based in the United Kingdom. Dyson was founded in 1993 and sells their products in over 50 countries.

Products that this company offers include vacuums, fans, heaters, and dryers. Their vacuum products include upright, canister, cordless, and handheld options. Their heaters and fans include the Dyson Cool, a fan that does not have any blades and has ten airflow options which can be controlled with a remote, which is magnetized to stay on the machine and avoid being lost. Their heaters employ the same technology and blow warm air throughout a room. These machines are nearly silent, with their engine concealed within a Helmholtz cavity that blocks noise.

Dyson also sells hand dryers that claim to be 50% quieter than competing air dryers, and can hygienically dry hands within 12 seconds. These hand dryers have been installed in locations such as the Shedd Aquarium, Soldier Field, the Science Museum of Virginia, the University of Iowa, and the Time Warner Center. On the website, customers can register their products in order to receive support and repairs within the warranty time period.

Visit the website for Dyson, Inc, to read case studies about the effectiveness of their products, order a vacuum or fan, and read about the James Dyson Foundation, which provides learning opportunities for young design engineers.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Dyson, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Dyson, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 179 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

179 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 8
Delivery Issues 4
Guarantee/Warranty Issues 31
Problems with Product/Service 131
Total Closed Complaints 179

Customer Reviews Summary Read customer reviews

12 Customer Reviews on Dyson, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 12
Total Customer Reviews 12

Additional Information

BBB file opened: November 15, 2004 Business started: 01/01/2002 Business started locally: 01/01/2002 Business incorporated 01/31/2002 in IL
Type of Entity

Corporation

Business Management
Mr. Ed Culley, President Ms. Jacquie Austin, Quality Assurance & Training Manager, Customer Svs Ms. Kelley Boswell, Legal Project Coordinator Mr. Jason L. Brown, Vice President, General Counsel & Secretary Mr. Robert Green, Senior Reliability Engineer
Contact Information
Principal: Mr. Ed Culley, President
Business Category

Vacuum Cleaners - Wholesale & Manufacturers Vacuum Equipment & Systems Vacuum Cleaners - Household - Dealers Vacuum Cleaners - Service & Repair Vacuum Cleaners - Supplies & Parts Dryers - Hand Hair Dryers Vacuum Cleaners - Industrial & Commercial Household Appliances, Electric Housewares, and Consumer Electronics Merchant Wholesalers (NAICS: 423620)

Alternate Business Names
Dyson B2B, Inc Dyson Direct, Inc Dyson, Incorporated

Customer Review Rating plus BBB Rating Summary

Dyson, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 600 W Chicago Ave Ste 275

    Chicago, IL 60654

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/20/2016 Guarantee/Warranty Issues
8/13/2016 Problems with Product/Service
8/9/2016 Guarantee/Warranty Issues
8/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After sending my AM06 fan in for warranty replacement, Dyson USA shipped me the replacement via ***** without a required signature. ***** left the fan at the front door of my Brooklyn, New York building unattended in full view of all passers by. It was stolen. This is New York City. Why would Dyson ship a $300 fan without requiring a delivery signature? When I contacted Dyson USA on July 8th, I was told by ******* ********* of customer service to file a police report, which requires me to go in person to my local Brooklyn precinct, file a report and then return again in a few days to receive the report. It should not be my responsibility to do this. I am not the one who requested the fan be sent without a required signature. Dyson USA did. I do not have sufficient time to do this. At this point I'm considering the fan a $300 loss. I’ve sent emails regarding this issue to both Ed Culley (U.S. president) and James Dyson (President) with no response. Dyson returns reference # 1140609088 Original ***** Tracking # 76251737862887 (Note: Tracking information indicates “Left at front door, Signature Service not requested”) Thank you for your assistance in resolving this issue.

Desired Settlement: $300 refund or new replacement of AM06 fan.

Business Response:

I contacted Mr. ****** today, customer has agreed to allow me to ship another unit to him. Once unit ships we will contact ***** to redirect the package at the ***** store located at *** ******** Ave, 301 Brooklyn, NY 11201. Customer agreed to the arrangements.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. As recommended by Dyson, I have had the delivery changed from my address to the ***** office on ******** Avenue near my home. Upon receipt of said fan, I will find that this resolution is satisfactory to me.
Sincerely, 

***** ******

8/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Contacted Dyson July 19,2016 for VAC repair. They gave me a Warr. # to give to ******* with vac. for repairs. When the repairs were completed, they gave a bill of $75! They told me that DYSON denyed Warr.! Called DYSON they told me,that it was to ******* call to honer the warr.

Desired Settlement: Have DYSON honor the WARR.

Business Response: I spoke with Mr. ******, we have made arrangements for him to pick up his unit on Monday. He agreed and is okay with this arrangement. The customer is aware there is no charge for the repair.

Consumer Response:


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,

***** ******

I am still wanting on Dyson to finish this case,Please stand by! 

8/6/2016 Problems with Product/Service
7/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** Animal Allergy US Ir/BSv/SNk&Rd Serial number: ******-******** Dyson reference number: ********** ****** vacuum no longer sucks. The motor needed to be replaced. Went waaaay out of my way to the service center they told me to go. now 2 weeks later, the vacuum shop called. the replacement motor(and some additional parts) are no longer carried. IN ADDITION, the SUBSTITUTE motor is no longer carried. Called customer care. Agent was nice and I asked for a supervisor. Again, Agent was fine, nothing wrong with how she handled the call. Well, the supervisors went into a meeting and she asked if I wanted a call back. I declined. I can't trust this ****** company to do the right thing.

Desired Settlement: -Replace the vacuum with the newest and top of the line model from a competitor. -reimburse my mileage

Business Response: Contacted the customer today and left a message to call back. Per the notes the customers vacuum is being exchanged for a new vacuum to resolve the issue. I attempted to contact the customer to confirm this to be true.

Consumer Response:
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,

****** ******

6/18/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Dyson V6 Absolute Cordless Vacuum (Serial No. ***************) from ****** for around $500 on 7/2/2015, and registered the product on Dyson website, the confirmation email showed the warranty is valid till 7/2/2017. Since May 2016, the vacuum started to generate a very loud high pitch noise. It was still working but the noise was unbearable. I called Dyson custom service around 5/24, told them the problem, and let the representative hear the noise it generated. I was told to ship the vacuum to their service center in LA for repair, which I did on the same day. Then after a week I received a call from Dyson service center. They claim that my vacuum had water damage and cannot be covered by warranty. I have been using it under normal condition for less than a year, never abused like dipping in water. For all I know, the water could be condensation water from environment moisture, it is just an excuse to void the warranty terms. I have been a long time Dyson customer, with three Dyson vacuums at home. This is the first one I sent for repair, which had problem with in a year from purchase. I am really shocked and disappointed by their practice, using excuses to refuse warranty services.

Desired Settlement: I want Dyson to honor their warranty and their customers, repair or replace the vacuum for me. Priced at over $500, it's probably the most expensive cordless vacuum money can buy right now, and I never thought it would have problem within just a year, and Dyson service center refused to repair it under warranty.

Business Response: We contacted the customer concerning the water issue. The customer was under the impression that he needed to wash his filters prior to sending the unit in for inspection. We advised him that the water in the filter got into the unit and damaged the motor. Dyson will be replacing the unit and customer has agreed.

Consumer Response:
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,

**** ****

5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Once purchased worked great, then lost suction so called Dyson to figure out problem. Got the run around. Called again 1 month later to speak with diffent agent. Was told I would get called back the next day because I didn't have the time to hold that evening. Not response back since. I've since bought filters tring to resolve the problem myself but no luck. The product I purchased was a dc 41 animal. I feel I wasted my money with Dyson . the motto is won't lose suction, that's exactly what has happened. I've followed all of their instructions on what to check out, I am mechanically inclined so ignorance is the issue.

Desired Settlement: If replacement works as advertised will be happy,if not a full refund would be great

Business Response: Rob *******- I spoke with Mr. ******* today at approximately 12pm CST. He informed me that he contacted us a few months ago but our records indicated that he last contacted us 3/23/15. I informed Mr. ******* what could possibly cause a loss in performance. We will be replacing the Dyson DC41 Animal with a Dyson Ball Animal. The customer is aware that he must return the old vacuum and he will be sent out a new vacuum but keep the same warranty which expires 8-21-17.

Consumer Response:  
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,

***** *******

4/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a piece that has came off of my canister. I have NEVER had a problem with Dyson getting parts. I have owned 4 in my life and bought two last year. My one I just bought in October 2015 a piece has broke off. I called and complained I was told I have to pay for it. I was also told that I probably dropped it and that is why the piece broke off. First of all I told the rep I did not break this nor have every dropped the canister. For her to accuse me of this is ridiculous. I have never had a rude representative until the two I spoke to today. This is completely unacceptable and I will never buy a dyson again. They are two expensive if they are not going to cover the parts!

Desired Settlement: I want my canister fixed!

Business Response:

We spoke with Mrs. ******* on April 11th concerning her interactions with two of our representatives. We apologized for the mishandling of the calls and advised her that we would send out the cyclone assembly to her as a courtesy. We also explained the warranty, maintenance and wear & tear items. The customer was satisfied with the resolution.

3/28/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Received refurbished Dyson vacuum from ******* - used machine for under 1/2 hour- started smelling burning odor - stopped using machine- called Dyson - took machine in for repair - received call from Dyson saying the repair place sent pictures and they said there was no way the damage on the machine could have happened in that short of time and had water damage- impossible. -they also said it was dirty with dog hair! I have 2 dogs and vacuumed my rug before returning the vacuum for repair. I did not clean it before taking i it in! Also, any water damage had to have been from previous owner since machine was refurbished -I did not take it near any water!!!! they will not honor warranty and say I must pay for repair. The motor burned out I was told. I literally had this machine for less than 24 hours and got it nowhere near any water!! They gave me option to but new machine for 10% discount or pay for my own repair. This is not fair. I received a defective machine and without saying it, they are accusing me of lying about the circumstances of the repair.. They need to fix it for me or replace. I had spoken to a representative earlier today who was going to send me a replacement then they called and said they had gotten pictures and would not fix it or replace. It happened just as I related and my husband can corroborate. I am definitely through with Dyson. I would love to resolve this somehow, as I need a vacuum and have been waiting for a repair for about a month. I called today about the delay in repair which prompted the promise to replace and then the investigation into the pictures and the reverse on the promise to replace, all in a few hours time. Not good business-

Desired Settlement: I would like for the vacuum to be repaired or replaced with no more investment on my part. The machine came defective and they are not honoring the 6 month warranty.

Business Response: Dyson has contacted the repair facility and determined that a repair under the warranty is acceptable.  The Repair facility will follow up with the customer.  This should resolve the issue.

Consumer Response:
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,

******* ****

3/17/2016 Problems with Product/Service
3/17/2016 Guarantee/Warranty Issues
3/15/2016 Problems with Product/Service
3/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There was a recall for the *** Dyson fan. I sent the fan back to Dyson12/001/2015 as per their instructions....I call approximately every 3 weeks about the replacement. They said it would take 3-4 weeks for the unit to be replaced. It's been over 3 months. They say it will be taken care of every time I call, and yet nobody calls me back when they say they will. Meanwhile, I have had to buy another heater fan.

Desired Settlement: I want the fan replaced....

Business Response:

Customer approved for replacement unit non 3/4/2016.  Customer unit authorized for shipment  on 3/7/2016. Customer to receive a brand new **** hot +cool fan. Customer will be getting an email update (************@gmail.com) that will provide her with a Tracking number so she may track the units travel.  The customer should expect to have the unit in her possession within 7 business days.

3/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Our vacuum is still under warranty. I have called numerous times because the cable is kind of split and sometimes vacuum does not work, it is not suctioning well, we took it to the shop that you guys gave us and they could not fix it and now you want us to take it to a service center that is very far from us-meaning more than an hour awat and with LA TRAFFIC, might as well be 3-4 hours!! We cannot do this, and we can't be without a vacuum for that many days. We have 3 kids, a dog and lots of allergies. I want you DYSON to honor our warranty services and REPLACE our vacuum! It is our right, why so many run around's to not replace it? We loved dyson , up until now!

Desired Settlement: I would love to be able to vacuum my carpets/floors properly with a replacement.

Business Response: The Online Team has spoken to this customer and arranged for her unit to be exchanged with a newer upgraded unit.  This agreement took place on 3/5/2016.  Exchange Order 1140464774.    This should resolve the issue completely.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11164811, and find that this resolution is satisfactory to me.

Sincerely,

Yasmin *******

3/10/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a dyson vacuum and sent it in for repair several times over the past three years. I finally received a new vacuum because we were having so many problems with the old one. I then had some issues with the new vacuum and sent it in about 30 days ago. I called to check on the status and was forwarded to a facility that repaired the vacuums. I was told that this wasn't the original vacuum and that they wouldn't repair the vacuum. I then explained that it was replaced and was transferred to another customer service representative. I was later told that there was dust in the vacuum that voided the warranty. What does a vacuum pick up off the ground...dirt and dust. They vacuum cleaner needs to be fixed or replaced because it doesn't work properly. Thank you for your help. MSgt Jeffrey *****, USAF

Desired Settlement: Dyson should fix or replace the vacuum because it doesn't work properly. Thank you for your help. MSgt Jeffrey *****, USAF

Business Response:

We called and spoke with our customer.  We expressed our apologies for not getting back to him in a timely manner.  We found a resolution.  We are sending the customer a new/upgraded Vacuum.  The Customer is pleased and we hope this resolves the issue.

 

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11154412, and find that this resolution is satisfactory to me.

Sincerely,

Jeffrey *****

3/9/2016 Problems with Product/Service
2/24/2016 Guarantee/Warranty Issues
2/20/2016 Guarantee/Warranty Issues
2/11/2016 Guarantee/Warranty Issues
1/30/2016 Billing/Collection Issues | Complaint Details Unavailable
1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently I had issues with my Dyson vacuum.i contacted Dyson.They sent me thing a to do to troubleshoot, which I cut my fingers up trying to complete them.None worked so they sent a new floor tool.I was told that my machine isn't old enough to be having these issues.I recieved it a few weeks later. It worked twice the. The problem started again.I contacted them again and was given a sorry.And told I can go ahead a buy a new machine.I am not sure why I would buy another 500 dollar machine after I had just gotten one.I was again given the sorry we do t want this experience for out customers.But they never gave any other type of experience. We loved our machine so much we encouraged other family members to purchase them.

Desired Settlement: A store credit to put towards a newer model. And exchange for ours. A big enough discount to make me want to buy a new one.

Business Response:

We have examined our customer’s complaint.  This customer has a Dyson DC23 Canister unit that was purchased on 07/11/2010.  This unit came with a 5 year warranty that covers manufacturing defects.  This warranty does not cover wear and tear or accidental damages to the unit.    That warranty matured on 07/11/2015 which is approx. 5 years after the purchase date.  Even though the Customer has a unit that no longer has a valid warranty, we extended a gesture of goodwill and attempted to resolve the issue by sending a new replacement part to replace the part that was not functioning.  If this gesture has failed then the next options are for the customer to either get the unit examined and repaired or possible purchase a new unit.  If purchasing a new unit is something they wish to do, we would be willing to offer the customer 25% off of any new vacuum that is on our website and available for sale.  www.dyson.com.  Getting our customers into new technology is always our goal as we are constantly redesigning and attempting to improve our products.  We hope these options will lead the customer to a resolution they find acceptable.

Consumer Response:
Complaint: 11022477

I am rejecting this response because: Looking at the prices on the Dyson website and prices I have found at stores. It would be a better option for me to go to a store and purchase a new unit. 

Sincerely,

Tyler ******

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 10/25/15 I purchased a Dyson vacuum for a gift for my wife. She overheard me making the purchase and said it was not the right time to make a large purchase ($390.92). So I called back and customer service was not open. On Monday 10/26/15 I spoke with customer service and was told it was to late to cancel and to send it back for a refund. It is now 12/29/15 and I still have not received my refund. I've spoken to many people at customer service and its always the same THE CHECK IS IN THE MAIL. ON 12/16/15 I spoke with ********* ** and was told my refund was sent out by supervisor **** ? I sill have not received it I find this very unfair.

Desired Settlement: The package was returned unopened with in two day I want my refund without any further delay.

Business Response:

Attached is a file that shows that Mr. ***** has received his refund.  We regret any delay that our customer experienced.  We hope that this resolves the issue completely. 

Consumer Response:


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,

******* *****

 

The response is accepted but this company should send me a written apology for the aggravation and time delay for said refund, their customer service needs to be improved to say the least!!!!!

12/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Dyson fan that was recalled. I contacted Dyson and I was instructed to take my fan to a ups store and send It back.. This is an hour away from my home. They also told me that I would have my fan back in 3 weeks. That was over 2 months ago. In that time I contacted customer service 6 times. The first 2 were to find out when I would get my fan back. The 3rd ( after over a month) I was told they couldn't locate my fan and they would send out a new fan. The new fan arrived after over a week ( I was told they would send it fast) When it arrived it was NOTHING like the fan That I had. When I sent mine back I was never told I would get an ugly white fan to replace mine.. I spent $250.00 for the fan I had. If I wanted it in white I would have bought it in white. So once again I call customer service. They say they are going to send out a new fan like the one I had. I received it today. It is not new. The batteries were installed in the remote and the fan is cracked. I can't believe how much THEIR RECALL has cost me. From the 45 minute drive to the ups store to the countless chats to customer service. If I knew it was going to be this bad I would have risked keeping the fan I had. I have never written a complaint about any company until now. The fan wasn't worth 250.00 to start with then with the recall and all the hassle I'm staying away from Dyson.

Desired Settlement: I want the upgraded NEW fan that I was promised that is not broken.

Business Response: Upon researching this complaint we found that our Online Customer Service Team had already addressed this customers concern.  On 12/15/2015 we authorized a brand new Dyson AM09 to be sent to the customer in order to replace the unit that she never received back from the recall.  This unit is 2 upgrades up from her original unit and we certainly hope that its satisfies

12/26/2015 Problems with Product/Service | Complaint Details Unavailable
12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Dyson Digital Slim DC59 Motorhead Cordless Vacuum online in July of 2015. I have used it regularly around the house and it has been such a wonderful vacuum to use, especially with a baby in the house. I even recommended this product to friends because it was superb. About a week and a half ago, I finished charging the vacuum and proceeded to take the charging adapter from the wall outlet so i can store it away. As I pulled the charger out of the outlet, the charger came apart and there were pieces of plastic on the floor. The adapter had come apart in two pieces and the internal piece also came out. I tried to put the charger back together but was unsuccessful. The internal piece was stuck inside and the outer piece would not close as well as it was broken so it would have to be somehow glued together. This definitely looks like a defect so I called the Dyson customer service center on 11/23/2015 to get a replacement charger under warranty since the purchase was not long ago. The customer service rep informed me that although I was still eligible for warranty, the charger would cost me around $60-70. I explained the situation again and let her know that this definitely looks like a defect because a good product wouldn't just fall apart like this. I was very happy with the Dyson but I do not understand why I would need to a high price for a charger that seems to be defective.

Desired Settlement: I would like Dyson to replace the defective charger at no cost.

Business Response:

We called and contacted the customer at the number she provided in the complaint.  We spoke with the customer and determined that her request for a new replacement charger was reasonable. We value our customers and we are happy to stand behind our products.  We sent her a new charger and provided the customer with delivery information and approximately when the unit would arrive at her home (UPS Tracking Number ******************)

We hope this resolves the issue.

 

Dyson QA

12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Dyson heater that was recalled. (A portable hot and cool heater model AMO5). I got a letter that said I should send the heater in to the company and that I would get send a new one or one where the part was repaired. I sent in the heater and never did get a new one. When I called the company, they said that they would send a check instead. However, no check ever showed up.

Desired Settlement: I wold like Dyson to send me the repaired heater. Or a new one.

Business Response:
We submitted an order for a brand new Dyson AM05 (Black and Nickel) to be sent to this customer using expedited shipping.  We did this to replace the unit that our customer never got back from the Recall.  We won’t see a tracking number for this shipment until probably Thursday, but the Order has been created and authorized. We hope that this will resolve the issue completely.

Consumer Response:
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,

***** *****

12/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company sent defective Dyson V6 HEPA item was defective, dead, and had cracked base. Company refused to send out replacement and pick up defective unit.

Desired Settlement: I want them to expedite a working, new unit to me. Then pickup defective one. Refund monies if not.

Business Response:

Dyson apologizes that you were unhappy with the quality of the product. At Dyson, we take our customer satisfaction seriously.  A Dyson Quality Assurance Specialist has reach out to the customer directly to obtain additional information needed to help resolve this issue.  The Dyson Specialist left his contact information and requested a return phone call from the customer. 

Dyson looks forward to working with the customer directly to help resolve this issue.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase date: 6/3/2015 Product in question: V6 Mattress ***** Tracking number for return: ************ (product delivered to Dyson on 6/10/2015) 6/12/2015 Email to me from Dyson representative: Dear Jose, Thank you for replying with the the requested tracking information. Our records indicate that your order has been returned to our warehouse. A refund request has been submitted to our Accounting department. Depending on the billing practices of your financial institution, refunds can take 1-2 billing cycles to appear on your financial records. I hope you have found this information helpful. If you have any further questions or complications, please do not hesitate to contact us at questions@dyson.com. Thank you for your time. Kind regards, Dyson Online Support (ms) For product support, troubleshooting videos and more visit www.dyson.com/support 1-866-MY-DYSON (1-************) questions@dyson.com ------ I've called multiple times since then and have constantly been blown off and put on hold for long periods of time because no "decision making person" is available. Also their finance office people are always unavailable to talk to me.

Desired Settlement: Refund me what the machine is worth and any additional compensation you think I deserve for all the hassle I've had to go through with this refund process.

Business Response:

Dear Jose,

Dyson apologizes for the delay in your refund. Please be advised that as of October 28, 2015, you have been refunded. At Dyson, we take our customer satisfaction seriously, and hope you are satisfied with resolution of this matter.

Regards,

BBB Response Team

Consumer Response:
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,

**** *******

10/13/2015 Problems with Product/Service
10/8/2015 Guarantee/Warranty Issues
9/21/2015 Problems with Product/Service
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/17/2015 I contacted Dyson at XXXXXXXXXXX to discuss my problem with my vacuum. After our discussion, the customer service representative stated that I would need to order a canister and would be charged $42.79 I placed the order during the phone conversation and received an email with order ID of XXXXXXXXXX. On 8/19, I received an amended order email stating my charge was $0.00. I called XXXXXXXXXXX on 8/20/2015 at 1:17PM EST to find out why my order was amended. The customer service representative stated that they had changed their system overnight and my order was deleted. She stated that she would send the canister out free of charge and express ship it. After the phone conversation I received an email for order ID XXXXXXXXXX confirming my canister and express shipping order. On 8/24/2015, I called again at 4:42PM EST and was told that my canister had not shipped out yet and was scheduled to ship out tomorrow. On 8/27/2015, I called Dyson at 4:54PM EST and was told that the canister still had not shipped and neither the customer service representative nor her supervisor could figure out why. She then told me that she was cancelling the order and resubmitting it and that I should get an email confirmation with express shipping. She also stated that it would ship tomorrow. On 8/28/2015 at 4:11PM EST, I called Dyson again to find out it the canister had been shipped. The customer service representative told me that it had not shipped out that day. At this time, I have been waiting 12 days for a canister that the company refuses to ship out to me. I have been unable to vacuum my carpet since 8/17/2015

Desired Settlement: I would like Dyson to ship out the Canister for my Dyson DC 23 animal vacuum cleaner with next day shipping so that it arrives at my house as soon as possible. I would like the canister and next day arrival shipping to be paid by the company.

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ Thank you for taking the time to communicate to Dyson why the service did not meet your expectations. Per Dyson's records, a new canister was shipped out on 9/10/15 via courier. Please refer to UPS tracking ******************. We will evaluate how we can prevent this problem from occurring again in the future. Please accept our sincerest apology for any trouble or inconvenience we have caused you. We are hopeful this will resolve the issue. Initial Consumer Rebuttal /* (2000, 7, 2015/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the canister that was originally ordered. Thank you!

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vacuum not working as purchased and want replacement. It makes an awful squeeling sound when pressure is put on it o turn the ball and suction Is decreased dramatically from first use. I purchased at target and it is still under warranty as described in warranty outline when purchased at Target. Is is the DC41 Animal US Ir/BSv/SRPu, serial number **************** They had me take it to a local repair center who said that that sound couldn't be attributed to the function of suction. I told them I'd like it fixed an was told they couldn't. I dealt with it since then, which was the beginning of this year, but I can't deal with it anymore, it is worse. I contacted Dyson this morning and they stated that they have no record of previous repair attempt and if have to send it in. That says that the previous repair attempt was a complete waste of my time. I also annoy go without my vaccum for 14 days because my child has terrible allergies and although it doesn't work as expected, it does get some dust. Would like a new one sent to me. That was a lot of money to spend on the "best vaccum" with the claim o never losing suction, that no longer works that way.

Desired Settlement: New vaccum cleaner sent to me ASAP. My address has changed from: **********************************************************************

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ Dyson apologizes if there was a miscommunication between our Customer Service Team and Mr. ****** in addressing his concerns. For clarity, Dyson does not show a record of Mr. ****** calling the Customer Service Team on 8/20/15. However, based on the complaint, Mr. ****** was asked to send in his vacuum to be inspected by Dyson. At Dyson we take customer concerns seriously as well as the performance of the machines. Unfortunately, Dyson does not find Mr. ******'s contact information in the system, so they are unable to reach out to the customer directly. It is requested that Mr. ****** call the Service Center help line, so Dyson can help arrange for the vacuum to be sent in for inspection on what is causing the unpleasant sound and decrease of suction. We hope to move forward to a resolution regarding this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) AS STATED ABOVE, THE VACCUM CANNOT BE SENT IN BECAUSE I CANNOT GO WITHOUT A VACCUM FOR TWO WEEKS. I AM UTTERLY DISAPPOINTED IN THE SERVICE FROM DYSON AND FOR THEY WAY THIS IS BEING HANDLED. I PAID A LOT OF MONEY FOR THIS VACCUM. MY PHONE NUMBER IS XXX-XXX-XXXX. GIVE ME A CALL! I WILL NOT BUY ANOTHER DYSON PRODUCT IF THIS ISN'T RESOLVED. I HAVE ALREADY HAD IT LOOKED AT BY A LOCAL REPAIR SHOP I WAS SENT TO BY DYSON. GET YOUR STUFF TOGETHER DYSON. - ************ Final Business Response /* (4000, 9, 2015/09/10) */ Thank you for taking the time to communicate to Dyson on why the service did not meet your expectation. Per our records, a customer service representative has given you a call, leaving his contact information in a voicemail, to discuss your issue. At your convenience, please return his phone call so he can better assist you. As it was previously stated, Dyson can help arrange for your vacuum to be sent in to Dyson to be inspected by a Dyson engineer regarding your issue. Dyson takes customer complaints seriously, and we hope we can work together to resolve this issue. Our customer care team is eager to hear back from you to help resolve this issue.

9/8/2015 Guarantee/Warranty Issues
9/2/2015 Problems with Product/Service
8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Dyson vacumn in May 2015. I returned the product immediately. As of today August 4, 2015, I am still waiting for my charge card to be credited $508.99. I have called the company at least 15 times. Last week they said they refunded my charge card a refund. I called my charge company and they informed me there is no credit or pending credit to my charge.

Desired Settlement: $508.99

Business Response: Initial Business Response /* (1000, 5, 2015/08/13) */ Dyson apologizes if there was a miscommunication between our Customer Service team and the customer in addressing her concerns. Dyson's records indicate that a refund in the requested amount was sent to the customer. At Dyson, we take our customer concerns seriously, and hope a resolution has been accomplished.

7/10/2015 Problems with Product/Service
7/1/2015 Problems with Product/Service
6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: June 10, 2015 To Whom it May Concern: I am writing in regards to the worst customer service I have ever received. I am getting nowhere with anyone on the phone, your service is far less than satisfactory. I have been waiting for a refund of $104.94 since April 3 and no one seems to be able to tell me exactly when I will be getting that refund. I take that back, I've been given multiple answers, none have ever been the same and none of been true. April 3, 2015 an internet purchase was made, and canceled 20 minutes later (via phone, the girl I spoke with said the charge would not go through since it was within that short of time). I noticed my account later that day and the charge did in fact go through. I called and talked to another representative that day and they said that it's almost automatic, that representative should not have told me that. I even instructed them to pull the "recording for monitor and training purposes" as verification that I was told that this would be canceled. I received an email April 6 that the order had shipped. I called April 7 to explain that it should have never been ordered, I was told to refuse the shipment and paperwork for the refund would begin that day since they had the tracking number and I would send it back. I was told I needed to wait 1-2 billing cycles, no later than June 7 (which at that time I was furious about! How can it take that long to get my refund when you received your product the week of April 13?) I wait through April and call in May to check status, May 15 to be exact. At that time I was told by a ***** I would receive a call back with status and that she would contact accounting for status, and put a rush on the request for refund. I did NOT receive this call back. I had to call you all back and was told by a random customer service person that the refund was put through on May 15...a refund that I was originally told was put through April 7 so I guess because you all screwed up you felt it was not necessary to call me back with status and just avoid the situation. This customer service rep told me that I would have to wait 7-10 days for my refund...I waited and waited and nothing. I called back after the 10 days and was told by another rep that I would have to wait 7-20 days. I waited and waited and nothing. I called back June 9 and asked for ******** specifically (I have spoken with a ******** and *****, both have left me with empty promises and incorrect information) and was told the refund was in the finance department and it takes 1-2 billing cycles. I'VE ALREADY BEEN TOLD THAT BACK IN APRIL. HOW MANY BILLING CYCLES DO I HAVE TO WAIT THROUGH? YOU HAVE HAD YOUR PRODUCT FOR 2 MONTHS NOW AND YET I DO NOT HAVE MY MONEY BACK!!!!! I was told by ******** that she would send an email to the accounting department on June 9 and would call me back (again an empty promise). NO ONE CALLED ME BACK....AGAIN! I called on June 10 and asked for ********, I was told she was just leaving for a meeting. That's convenient and that she would call me back when she returns from the meeting. THIS HAS BEEN THE ABSOLUTE WORST CUSTOMER SERVICE I HAVE EVERY RECEIVED. I HAVE CONSISTENTLY ASKED FOR SOMEONE HIGHER UP THAN WHAT I'VE BEEN GETTING, I WANT ANSWERS AND I WANT MY REFUND. NO ONE SHOULD EVER HAVE TO WAIT THIS LONG AFTER A PRODUCT HAS BEEN RETURNED ESPECIALLY IN THE TIMELY MANNER SUCH AS THIS. I EXPECT A CALL BACK FROM SOMEONE OTHER THAN ******** OR *****. I EXPECT AN EXPLANATION AND AN EXACT DATE I WILL RECEIVE MY REFUND. I WILL BE CONTACTING THE BETTER BUSINESS BUREAU IN REGARDS TO THE HORRIBLE WAY I'VE BEEN TREATED THROUGH THIS WHOLE PROCESS. ****** ****** XXX-XXX-XXXX

Desired Settlement: I would like my refund now. I've been waiting over 2 months, they have had the product since the week of April 13. I am now told I have to wait until July 21 at the latest. Customer service did not process the refund as stated they would on April 7.

Business Response: Initial Business Response /* (1000, 5, 2015/06/11) */ We have resolved this issue with this customer. This customer has verified today that the refund has been received by her and is in her account. Hopefully this resolves the issue completely Thank You

6/19/2015 Problems with Product/Service
6/18/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service
6/12/2015 Problems with Product/Service
6/3/2015 Guarantee/Warranty Issues
5/29/2015 Problems with Product/Service
5/29/2015 Billing/Collection Issues
5/28/2015 Problems with Product/Service
5/4/2015 Problems with Product/Service
4/13/2015 Problems with Product/Service
4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2014 I purchase DC50 and I loved it. You shouldn't advertise this as an Animal vacuum. I sweep everyday because I have two long haired dogs in the house. I should have went for the bigger Dyson. I have problems with it getting plugged up or it won't suck. The hose no longer sucks and I don't see anything stuck in it. I clean the filters every three weeks. I have been thinking about purchasing the new Dyson Cinetic Big Ball Animal + Allergy but I am afraid it will be a let down. I spoke to them through email. First they offered me $75.00 and me pay for a new vacuum. And emailed all these trouble shooting links. Which I already used. So then they sent me this email back on 3/24. Thank you for providing the requested documentation. Due to the circumstances, we are willing to replace your machine with a new Ball Animal Upright. This machine features a significant increase in suction strength over your DC50. Based on our review of your email, we feel that this machine may better suit your needs. If you agree to this offer, the exchange will be facilitated at no additional charge to you. Please reply with your decision. I sent it right back and told them I would do this. I ups my vacuum out on Friday and I still don't have the new one and I can't get any answers I called today. This is what I was told on 3/26 Hi *********, Thank you for your reply. The sooner we have your machine sent in the quicker we can have your replacement machine shipped out. The normal turn around time is 7-14 business days. However, I will be happy to put an expedited request through for you. Meaning the order will be processed in a much quicker manner than usual. We greatly appreciate your cooperation and look forward to receiving the return tracking number so that we can place your order. Thank you very much for your time. As I told them I need this right away I have two long haired dogs in the house and I need to sweep.

Desired Settlement: I just want my replacement so I can clean my house. I sent the Dyson back and sent them the tracking information.

Business Response: Initial Business Response /* (1000, 5, 2015/04/03) */ We have checked the records of the customer and found that her replacement Unit is processing and being sent as originally informed. The replacement unit has a Pick Note #XXXXXXXXXX (this number is the number generated before a Tracking Number is generated.) At this point in the process the unit is one step away from delivery. We estimate she should receive her new unit next week. The customer will get the tracking number emailed to her as well. We see no issue or problem thus far.

4/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a Dyson Vacuum cleaner DC25 animal end of 2009. It stopped working last summer and my wife called last September and they said that we are out of warranty and it expired 2 months ago. Really? how do you determinate that it expired in July, 2014? are they going by the date they manufacture it? anyway, called couple more times with and still gave me the running around. I am a fan of Dyson and own more that one product but after my customer service experience, I would never buy Dyson again. You would think that paying this much money for their products, they would honor their warranty.

Desired Settlement: I would like to get a replacement for my vacuum. or pay for repair which is $185.

Business Response: Initial Business Response /* (1000, 5, 2015/03/16) */ We here at Dyson have a 5 year warranty on our upright vacuums that were purchased new. We determine the start date of a particular units warranty based on the day it is registered by the customer after purchase. If this customer would like to provide us with a valid proof of purchase and we determine that the start date we may have on file is incorrect, we will be happy to change the date and reconsider the unit under the parameters of the Warranty. A proof of purchase can be a receipt, or a purchase transaction on a bank card statement, or credit card statement, for example. Also wish to note that the Dyson Warranty only covers manufacturing defects, and parts and labor as a result of. It does not cover user wear and tear and cleaning of a particular unit. It also states that if under the warranty provisions a unit cannot be repaired, we will happily replace the unit with the same unit or one similar and or better. Please provide us with the correct and updated information regarding the unit's purchase date and we will be happy to address and resolve this customers concern. Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know that we purchased the vacuum on December 2009 as if was a Christmas gift for my wife. But I do not have the receipt, I would of kept it if I knew that Dyson would actually try to get out of their obligation. You would think that Dyson is a big name and won't try to do that to their customers. I am so disappointed at this point and will never buy your products again. Final Business Response /* (4000, 9, 2015/03/25) */ We here at Dyson stand behind our products and honor valid registered warrantied units. Using the Customers standard, this unit has been out of warranty since approximately December 2014. With that said, we here at Dyson are always willing to assist our customers. We have two alternative options that may be helpful and possible resolve the customer's issue. 1. We would be happy to contact the customer directly and troubleshoot their unit. If we could establish exactly what is stopping the machine from working, the fix of the problem could be a simple few things that merely a part, or a cleaning may resolve. 2. We offer a trade-in program for customers who wish to get into new technology while not spending full prices. We would be happy to explain this option further, if requested to. Again with the warranty being expired, these two are options that may be helpful. Final Consumer Response /* (4200, 11, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dyson is not telling the truth, we called at the end of last year and early this year and customer service told us that warranty has expired last July which is not true either. They did a troubleshoot before and asked to send someone over to fix it at our expense (how wrong is that) and offered the trade in (20% of a new vacuum) what a joke, I can get 30% off at Kohls. At this point, I just want other customers to know how wrong the GIANT Dyson co. is and be-aware of how they treat their customers after spending almost 2K on their products in the last 5 years. Never again Dyson.

4/7/2015 Problems with Product/Service
4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Letter from Dys(on dated4/17/14 ref's 5/10/14. Returned by U.P.S.11/18/14 tracking #*******XXXXXXXXXX phone XXXXXXXXXX ups. Model dy6-us-dga-1513a Dyson hot+cool heaters. Called on1/9/15 & 2/5/15 &2/27/15&3/13/15 spoke with ***** the 4th personand transferred again to speak with a supervisor and I hung up after waiting again.

Desired Settlement: After waiting and my time spent trying to get this resolved I am requesting a new replacement with an extended warranty and I am requesting the silver. Color.

Business Response: Initial Business Response /* (1000, 5, 2015/03/20) */ Dyson's Quality Assurance Assist Specialist, ****** ** reached out to Ms. ****** today to listen to her concerns. Ms. ****** and ****** agreed that Dyson would retain possession of her former AM04 white/silver Hot/Cool air multiplier and make sure to dispose of it in an environmental manner. As a replacement, ****** submitted a request to upgrade Ms. ****** to a brand new, AM05 nickel/nickel, Hot/Cool air multiplier (pending stock availability). If the the nickel/nickel is not available immediately (we should know by Monday afternoon, March 23, 2015), Ms. ****** agreed to take the original white/silver color, upgraded from AM04 to AM05. Depending upon color availability, it is expected the unit will ship out Tuesday March 23, 2015. Upon receipt of the unit, Ms. ****** will call ****** for registration of her two year, manufacturer's warranty covering mfr's defects (full informtation located in the accompanying owner's manual).

4/3/2015 Problems with Product/Service
3/26/2015 Problems with Product/Service
3/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased both of these "Lifelong" products,I am really disappointed in Dyson. In December 2010, I purchased the Dyson Model Number DC25,spending $499 within the year, the roller brush simply stopped working, the red light came on and continued to remain on, nothing was clogging it.I live in a 1 bedroom apt. (650 sq. ft.) 80% rug coverage. No stairs...not much vacuuming at all. No reason for this to have happened! In early 2012, I purchased a second Dyson vacuum, Model Number DC17, paying the same, within a year,it too had roller brush issues (red light came on)and stopped working!! I called Customer service, was told they could not help me because the warranty had recently ran out, and there was nothing they could do! They then tried to sell me of the brand new model number DC65 (with tools and tool bag) that I could buy that day for $399.Very disgusted in there company

Desired Settlement: I paid over $1,000.00. I would like a check for $1000.00 or send me TWO (2) of their brand new Dyson's DC65 with tool bag! Dysons price is $399 each, with tool bag, free S&H. 2 vacuums totaling $800. If one should break again,I have a back-up vacuum!

Business Response: Initial Business Response /* (1000, 5, 2015/02/07) */ We sincerely regret our customer ***** ********* has not been happy with our product. Our Dyson appliance warranty covers against original defects in materials and workmanship for a period of 5 years from the date of purchase, when used for private household purposes in accordance with the Dyson Operating Manual. This warranty provides, at no extra cost to the customer, all labor and parts necessary to ensure your appliance is in proper operating condition during the warranty period. According to our registration records, our customer purchased her DC17 Animal in March of 2008 which would place her out of warranty. We have no record of the DC25 vacuum stated in this BBB complaint. However, we would be willing to inspect and repair each vacuum cleaner at our regional Dyson Service Center at no cost to our customer as a gester of good will. Initial Consumer Rebuttal /* (3000, 7, 2015/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am so dissappointed a multi-million dollar corporation cannot stand behind not ONE but TWO of their LIFELONG vacccuums!!! Are you kidding me? I have never spent $500.00 on anything, let alone a vaccuum!! This Dyson corporation is not taking responsibility for their RIDICULOUSLY expensive vaccuums!!! This brand new regional Dyson Service Center recently opened only 7 months ago. There was no place to bring these ONE THOUSAND DOLLAR machines. I beieved these were from the UK. I would be happy to drop both these vacccuums off to the regional sevice center in Plainview, NY; so they can be used for parts. Just a 30 minutes from here, There is absolutly no reason for BOTH these vaccuums NOT to work. Again, I live in a 650 square ft. apartment...they BOTH should be working. I have a livingroom and one bedroom...unacceptable. Final Business Response /* (4000, 23, 2015/03/24) */ We made an attempt to call the customer at the number she provided. (631-232-0669) She did not answer so we left a detailed message and asked her to return my call. She states that she is interested in clarifying some of the information that we have already communicated through this BBB complaint. We will be happy to offer clarity over the phone and to get this resolved for her as soon as we can. Please notify the customer of our attempt to contact. Final Consumer Response /* (2000, 26, 2015/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dyson helped fix my 2 broken Dyson vacuums. They also offered a discount on the DC65 complete. Thank you, ****** for helping me with all of the above.

3/25/2015 Problems with Product/Service
3/20/2015 Problems with Product/Service
3/16/2015 Problems with Product/Service
3/4/2015 Advertising/Sales Issues
3/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AM05 AP5-US-ECA0564A ser.nember this was part of the recall of these heaters, sent in April 2014 in June received back, 2 days ago before the big snow storm noticed black burn marks inside the oval where the heat comes out, actually burn black marks. Called Customer service they told me their policy is to have me return their heater and only when they receive it back would I then have another one sent to me. Order Date: November 3, 2013 Order Number: XXXXXXXXXX Order Total: $318.70 QVC is where I bought it from. Was contacted by QVC that they were recalled https://www.dysonrecall.com/en-US/Info Nov 13 2013 received that I Thank you for registering the warranty on your AM05. Your machine is now covered for 2 years including parts and labor. We hope you are enjoying the smooth air. We'll keep in touch every now and then to make sure you are the first to hear about our latest technology. I'm a 61 yr old woman with a common variable auto immune disease and living in MA. Its very cold we just got 30 inches of snow and the only source of heat that I had was this dyson heater. Now Dyson refuses to send one to me unless I physically go to UPS and pay for their shipping on a defective product. Now I would like an exchange, I've explained my sickness and my being in a wheel chair and yet they want me to go to UPS and bring their defective product back before they reship another. I would like a new AM05 and I will send them back their bad one with no problem. They have no compassion *** the elderly or a sick person which is why I need you to intervene. I have to have heat and this is my only source. Please help. Thanks

Desired Settlement: I want a replacement of the same heater that I have purchase Dyson AM05 Hot & Cool Bladeless Air Multiplier Heater & Fan Blue or any other color they would like to give me, with my word that I will immediately return the defective one. No one else in business would do it any other way. Dyson seems to think theya re above everyone. Thanks for your help. If this is not the solution, I would want the price I paid in cash for this heater Dyson AM05 Hot & Cool Bladeless Air Multiplier Heater & Fan Blue Status Gift Option Price Quantity S&H Tax Total SHIPPED: 01/07/2014 Best Standard Delivery $299.95 1 $0.00 $18.75 $318.70EDD*:01/16/2014 Tracking Number:1ZXXXXXXXXXXXXXXXX Thanks

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ The new unit is scheduled for delivery on Wednesday, Febuary 4, 2015. Via tracking number *********XXXXXXXXXX Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm waiting to see IF the heater comes as promised in 7-10 days. I've seen a UPS slip for a box to ship the old one but not the new one. When the new one comes I gladly accept the new one.

3/2/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/16/2015 Delivery Issues
2/16/2015 Advertising/Sales Issues
2/16/2015 Problems with Product/Service
2/13/2015 Problems with Product/Service
2/12/2015 Problems with Product/Service
2/10/2015 Problems with Product/Service
2/9/2015 Guarantee/Warranty Issues
2/9/2015 Problems with Product/Service
1/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a AM04. AP3-US-ECA1855A. This unit actually did begin to catch fire, and inside parts DID melt. Was next to my bed, and approximately 1:30 in the morning, I smelled a burning, and my heater/fan had turned off. I awoke to it smoking, next to the bed. I unplugged unit, and immediately took it outside. The acrid smell of burnt plastic filled my room. I contacted Dyson, who told me to send this unit in. I had never gotten an email, regarding the recalls, nor had any idea that one was going on. I also sent Dyson Social Media a message, letting them know of the fire. They advised me to call a 800 number, that was the worst conversation of my life. After dealing with that department you feel as if its YOUR fault, that the unit is faulty. I sent the unit the very next morning. A month later, I got an email it had been "received." Actually, it had been "Received" 2 days after I sent it, but, according to the other complaints, that is normal. (Sarcasm intended.). I have contacted Dyson multiple times regarding this unit, and they advised me, since this unit had actually burnt, that much testing would be required, and there was no timeframe for a repair/replacement. I want my money back. I do not NOT want a unit that potentially could actually start a fire in my house, to be BACK in my house. This is not regarding the recall. This unit ACTUALLY burnt. It cost me 69.99 to have a company come and clean my house, from the smell, that this gave off when it melted. I asked for that in the refund, and was told that would not be approved. Having to deal with this customer service, and the followup, is horrible.

Desired Settlement: I want, the refund of the heater. 399.99 I want, at a very absolute minimum the 69.99 for the company that had to come and remove the acrid, plastic burning smell from my house. These are actual costs. This has nothing to bound Dyson, to limiting them to these costs, but I sincerely believe that Dyson should look at this unit a little more closely, since it actually did melt.

Business Response: Initial Business Response /* (1000, 5, 2015/01/24) */ We reached out to Mr. ******** on Friday January 23, 2015 with no answer. A message was left to inform our customer he would receive a full refund of $399.99 for his heater, along with a $70 refund for the cleaning of the home. Initial Consumer Rebuttal /* (3000, 8, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just would like this case to remain open, until Dyson actually processes the refund. There are far too many cases online, of buyers stat have stated that there were 4-6 week delays in having dyson issue their refund. I do accept the resolution, I just would like to remain time for Dyson to process the refund, then I will gladly close the case. Thank you. ******

1/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order No.********* ordered nov 29, 2014., from Dyson.

Desired Settlement: Since we did not receive merchandise and no signature was received by delivery service we are seeking refund or replacement.

Business Response: Initial Business Response /* (1000, 5, 2014/12/30) */ We requested Mrs. **** *************** provide a police report for the unit. Fedex tracking #XXXXXXXXXXXXXXX states delivered. Once the police report is rcv'd we will provide a new unit to our customer. Initial Consumer Rebuttal /* (3000, 7, 2014/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) The police report was sent to Dyson on 12/27 AND again on 12/30. I have not received a response nor confirmation that a new product is being shipped. I have not been contacted by Federal Express NOR have the many calls to the 3rd party shipping vendor been returned. Dyson does not disclose that they use a 3rd party vendor and they do not require a signature upon delivery. Final Business Response /* (4000, 9, 2015/01/08) */ We have sent the customer replacement vacuum to resolve this issue. Final Consumer Response /* (4200, 11, 2015/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted by a local Dyson retailer/repair shop (Dyson corporation NEVER indicated there was a local retailer to assist me) and they offered for us to pick up the machine. At my own inconvenience, I am in possession of this machine. ALSO, Dyson does not post all reviews regarding their equipment. I attempted to submit a factual review (per my experience) of their product/customer service experience and I was told that they monitor all reviews and post, if appropriate. This is not a fair nor honest business practice! I am thoroughly disappointed with Dyson as a corporation.

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dyson promised me a refund of the full cost of my vacuum because the vacuum quality was terrible. First they said they were contacting ***** and crediting my card. Then they said they made an error and were sending me a check. I knew that was untrue because they did not ask for my address. It's three weeks later, and still no acknowledgement of a refund being sent, I have at least thirty emails,back and fourth as proof.

Desired Settlement: I want a full refund ASAP.

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ Left message 2nd message for customer on 12/31/2014 @ 12:36PM. We will discuss a refund once our customer returns our phone call.

1/16/2015 Problems with Product/Service
12/31/2014 Advertising/Sales Issues
12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dyson DC41 design flaw "The plastic level under push button gets bent, not being able to push down the clear bin bottom" is a defect. Customer service always try to defend it as "normal tear and wear". However, it is not at all. That is a design flaw.

Desired Settlement: replacement should be provided within 5 years for a design flaw as advertised. honor your written warranty. It is not a good-will" or mercy from your manucture. that is the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ The customer was sent the part via UPS tracking number #XXXXXXXXXXXXXXXXXXXXXX delivered on 12/10/14. Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) A replacement is NOT a good-will one-time mercy within 5-year purchase warranty. The company is obligated for their crappy design/design flaw. Hopefully the replacement no longer has the same issue within 5 years, and I do not need to deal with you again

12/29/2014 Problems with Product/Service
12/22/2014 Billing/Collection Issues
12/22/2014 Problems with Product/Service
12/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Dyson DC 50 from you on Feb 2014 let me tell you from day 1 it's been a piece of junk, it doesn't suck well nor pick up well, also on Nov 15 which is around 9 months from the day I bought this piece of junk, as I went to unplug it from the wall, your solder job on the plug un-did sparks flew and I almost got shocked, I called Dyson to see what you people could do and you tell me NOTHING, This 500.00 Vacuum is a waste of my families hard earned money, I will be contacting Better Business Bureau. I am just at an AWE that you put out this vacuum and say it's the BEST when it's JUNK. YOU should be ASHAMED of this horrible EXPENISVE piece of junk PRODUCT!!! I will NOT pay to send this to you!!!! You have cost me enough money as it is.***** ********** DC 50Serial # AS9-US-EHA3331ABought Feb 2014 Product_Or_Service: DC 50

Desired Settlement: DesiredSettlementID: Replacement I want the whole vacuum replaced I would rather have my money back but I know that won't happen so give me a new vaccum that actually WORKS!!!

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ We have reached out to the customer and have yet to receive a response. A message was left via telephone requesting the customer to return our call. Initial Consumer Rebuttal /* (3000, 12, 2014/12/08) */ These people NEVER tried to contact me at all I am still waiting for a phone call!! Final Business Response /* (4000, 14, 2014/12/08) */ We have spoken with Mrs *****. She has agreed to allow us to send her a new replacement unit in exchange for her current unit. I have shipped a box via UPS next day air, so that she can return her machine. We have ordered her replacement, and anticipate the unit shipping within 7-10 business days.

12/17/2014 Problems with Product/Service
12/12/2014 Problems with Product/Service
12/11/2014 Problems with Product/Service
12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. We bought Dyson Cool/ Heater from Costco store in *********. 2. We received the Re-call note from Dyson for the Cool/heat fan unit. 3. We shipped the unit back to them via UPS. 4. I received e-mail from the confirming the receipt in 15 of May, 2014. 5. I called them in August asking for status, and they said it will be 6 to 8 weeks after they received. 6. I called again in November 24 because I didn't hear from them. 7. I was transferred to one of the rep., ********. I explained the details to her and she asked to send her the confirmation letter from dyson, but the e-mail to her was undeliverable and retuned. 8. Next representative, *******, gave me a good e-mail, because it did not send the auto reply of undeliverable, but he did not return the confirmation of my mail. 9. Next representative,********, could not find my Serial Number in the registration. How do I receive the confirmation of their receipt of recalled machine without the registration? ******** gave me a email address for me to send my complains. She said she will call me back to confirm the receipt, but she never did so. 10. I requested again, but there is no response. 11. Next representative, *********, refused to give me the e-mail address and no help after I explained everything.

Desired Settlement: Send the check to me.

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ Refund request has been submitted on behalf of the customer. The customer will receive $399.99 plus appliable state tax within 4-6 weeks.

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recieved a recal notice for my Dyson heater. Sent the heater to manufacturer as per intrsuctions in May 2014. Revived an email reciept confirmation from Dyson on May 14, 2014. Heater Serial # is **************** Have contacted dyson a few times. I was told the problem cannot be fixed so they are giving me a new one. They said the new machine is being processed for shipment on Oct 7, 2014. I still havent recieved the replacement heater and i get the same response of 4-6 weeks delivery time everytime i call dyson hotline. I sent my recall machine in May and its already November.

Desired Settlement: Refund or replacement whichever is faster

Business Response: Initial Business Response /* (1000, 8, 2014/11/21) */ I have heard from a Dyson representative. I was told they are going to give me a refund and it will take about 4 weeks. However, I have been told the same information regarding refund or delivery date of my machine numerous times since May 2014. Thank you, ****** ********

11/3/2014 Billing/Collection Issues
11/3/2014 Guarantee/Warranty Issues
10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Started the recall process April 25th calling because had filled out online request and it took calling 11-12 times to get resolved to be able to ship unit back to Dyson. Finally received ship notice back first of June and sent it in. Returned unit and finally received back a unit, not the original unit and no communication of issue, received back 8/21, attempt to call and left a message to call back and received no call back to discuss. Called back Tuesday 8/26 to discuss further as the unit receved was not the one sent and the one returned was not the color of the one sent. No communication that a replacement was going to be sent because original did not pass *** test after fix. Sent whatever color they had and it was white, wanted the blue.slate color we had on the original. Representived talked with manager and was going to ship out a new one would take 5 weeks before delivered because had to be built. I wanted to keep the replacement because it was going to be so long and have some leaverage because it had already been so long. Representive got approval from manager and was going to send out ticket for pickup after the new one arrived. Today OCt 6 it has been almost 6 weeks and no Dyson or follow up communication. Talked with representive and there were no notes on account about shipping out new one before getting replacement back. Representive said could not send out new one without other one, so earlier representive on 8/26 lied and did not document. When talking with this rep i could get a check but it was going to take 4-6 weeks to even get a check which is longer than a replacement. I asked why hadn't I been reached out for the tracking number and she said she didn't know, again no communication. I needed the heater this last weekend with the temp at 34 degrees to heat the house. This process has been an ordeal and headache of which I feel the company is looking out for itself and not helping the customer with better communication. Here it is 5 months later and still not resolved and Fall and Winter is here. I have decided to try shipping the unit back again again to get the color I had originally because it is quicker than waiting for a check. I work in AP and know checks can be rushed and was told it was not their policy. If I could have gotten a check I would. WIll I purchase another Dyson product ever again, right now NO but I may. The customer service on this recall has been a nightmare and make me second guess a purchase again.

Desired Settlement: I am actually seeing at this point two things: 1. A replacement unit that works in the color I had originally. 2. Because of the headache and hassle involved on my end and because I have needed the unit this past weekend have incurred not only emotional stress but damage from not having it when needed during the summer nor now early Fall. So at this point would like to also have a refund of funds of the value of the unit at 399.99 plus taxes. So I believe a unit that works in the correct color and a refund is due because of all the isssues.

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ We have reached out to Mr. *****. We are waiting to hear if Mr. ***** agrees with our resolution. We are prepared to ship Mr. ***** a brand new unit as a replacement. Initial Consumer Rebuttal /* (3000, 7, 2014/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received the unit. But it was a hassle again to even get the unit after returning the other one. Had I not filed the complaint and some one called I would still be waiting for the unit to arrive. The person I talked with said I was giving wrong information once again but he did take care of getting the unit shipped. However I am still waiting on the $200 voucher which has not been delivered as of yet or my calls returned as of yet after leaving message as requested by the representative. I had a question regarding unclaimed property law and the voucher. However with the voucher I am assuming I can use at any store. But as I have waited, I have found a unit to purchase with the voucher but it goes off sales tomorrow (10/26) and the price will increase further. At this point along with the voucher which has not been received as of yet I am requesting the difference be funded as well since the sales of the unit ends tomorrow Sunday and without a voucher am not able to purchase at the sale price. The sale is thru **************** for around $250 plus 9.99 shipping. After the sales ends the normal price increases. Thus I am requesting the difference be paid to me from Dyson for not having the ability to take advantage of the sale to redeem the voucher. Or to sale me the same unit or similar (hot & cold) for the same price with the voucher, thus making the cost be roughly $60 for me out of pocket. Final Business Response /* (4000, 9, 2014/10/31) */ We have agreed to provide Mr ***** with a full refund and $200 voucher to resolve this issue.

10/27/2014 Problems with Product/Service
10/27/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service
10/14/2014 Guarantee/Warranty Issues
10/3/2014 Billing/Collection Issues
10/2/2014 Problems with Product/Service
10/1/2014 Problems with Product/Service
10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I first contacted Dyson in June 2014 as my vacuum cleaner had stopped working and was under warranty. I was told to send it back to Dyson via UPS. I had to carry the machine to a UPS store, which cost me $20 in cab fair. After a second attempt to repair the cleaner, I received the canister portion but not the proper hose and motor head that I had also sent back to them. It was useless without these two parts.I called customer service for a 4th time requesting the motor head and hose so I could actually use my vacuum. I was told it would be sent out immediately and the rep apologized for their mix up. I then received the motor head a week later but no hose to attach it to. Again useless without the hose. I called again and again apologies from the customer service rep and told it was sent separately and I would receive it in a couple of days. After several days passed *** still no hose, I called again, and by the way, each time I called I was on hold for over 30 minutes and at one point my call lasted 48 minutes, this time I was told the hose hadn't shipped but was shipping the next day and it would be expedited to me. Nine days later and still no hose. It is now September 19th and I have been waiting for a vacuum since June. Today the service rep offered to replace my vacuum with a refurbished updated model without a motor driven head. At first I didn't agree to that as I wanted my original model with the motor head, but thinking this may be my only choice as to ever have a vacuum again, I agreed. I was then told that they couldn't ship out the refurbished cleaner to me until they had conformation that my old useless model was in route to them. This required me to either physically take the machine back to the UPS store which I would have to take a taxi to costing another $20 or go out to purchase a box and shipping materials to box it up and have UPS pick it up at may home. Then they would ship out the replacement. This made no sense as I would be waiting at least another 2 weeks for a cleaner. I asked them to check the status of the original request for the my hose and found that miraculously it had been shipped this very same day..ha. So I'm still waiting for the hose which may or may not arrive someday. I feel that for all the trouble I have been through because of their poor communication with their repair and parts department they should have been willing to send me a replacement free of charge asap and wait for the broken machine to be sent back once I received the replacement or tell me to put it in the trash for them where it belongs. I had to purchase a new machine in the meantime to clean my home which is another expense on my part. I am very disappointed that a company that makes many products that I use has such poor customer service and cares so little about the time and money we spend trying to get help. I am not certain of the original price of the vacuum but I do recall it was the best one they offered at the time and was over $400. It is a Dyson DC23 canister with an electric motorhead serial number 477-US-AXXXXX. I have approximately 1 year left on the warranty.

Desired Settlement: I feel that I have done enough on my part and now it is up to Dyson. I don't want to have to go out of my way anymore to get results. Either send me a replacement without my having to box and return the non working machine or a voucher of some sort for a replacement. This may sound demanding and unreasonable but I am so frustrated at trying to get anything accomplished by being reasonable that I feel this is the only solution. I have spent over $200, not to mention the countless minutes I've lost from calling and calling customer service, because of their confusion and I still don't have my vacuum.

Business Response: Initial Business Response /* (1000, 8, 2014/09/30) */ Mrs ******** has received her new unit.

9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent the following fan AP2-US-DNA1177A for recall - i keep calling dyson to see what the status is an I am unable to get a straight answer. they keep giving me a run around. I really dont understand what dyson is doing with this fan since may.

Desired Settlement: I would like fan replacement and if possible compensation for what dyson disregard on the matter on getting this fan return to me in timely matter.

Business Response: Initial Business Response /* (1000, 5, 2014/09/17) */ We have contacted Mr. ******* to inform him that his new unit has been shipped via FedEx tracking number XXXXXXXXXXXXXXX.

9/24/2014 Guarantee/Warranty Issues
9/23/2014 Problems with Product/Service
9/22/2014 Problems with Product/Service
9/16/2014 Problems with Product/Service
9/15/2014 Problems with Product/Service
9/10/2014 Problems with Product/Service
9/5/2014 Problems with Product/Service
8/22/2014 Problems with Product/Service
8/21/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service
8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I am writing in re to an issue with my AM01 air multiplier. Originally purchased from *** on 6/16/13 as a package with the Dyson DC39 (which is my second Dyson vacuum) for the amount of $561.70. The AM01 started making noises that were not fixed by the suggestions offered and a replacement unit was sent 6/27/13, old unit discarded. The same problem occurred again on 10/15/13. Again a "refurbished" unit was sent. Now again for the 3rd time I reached out to Dyson with the same issue on 4/22/14. The customer service and I have exchanged several emails since then and I received a "refurbished model". Upon opening it it looks like it was pulled from someone's home. It had grease or some substance smudged on it, no plastic cover. As I was cleaning it I realized if the outside was in this shape what proof do I have the inside was clean? The last thing anyone of us want is someone's dirty air blowing around their home, plus I have allergies. I asked that the unit be picked up and a new one sent on 5/9/14 I have still received no resolution. The agents have asked for videos, sales invoices etc and I feel like I am being distrusted. I sent the invoice from *** and the representative was still not satisfied stating it was the combined price, but I purchased the item as a package. I was told a "reasonable solution" would be reached upon receiving that documentation. Believe me I do not want this hassle, and for all of the Dyson products I own and the price I paid I do not deserve this. I am very disappointed with the service I have received and have not received. Do you guys think I'm collecting junk fans or something? I'm a very good customer and have referred multiple customers not to mention the over $1000 I've given your company, I don't deserve this and you have given me nothing to remain a customer. I will no longer work with the individual representatives and will work only through this portal. Thank you for your time.

Desired Settlement: I would like the dirty replacement picked up at my home and a "brand new" not "refurbished" unit sent to my home at no cost to me. Obviously all of these "refurbished" units have an issue. Also, I want to know what Dyson will do to retain me as a customer after all of this hassle. Thank you for your time.

Business Response: Final Consumer Response /* (450, 11, 2014/05/21) */ Hi Has Dyson responded to my case XXXXXXXX? They did say they made me aware of a replacement but I didn't see where. Thanks for being so helpful! ***** Consumer Response /* (450, 15, 2014/05/22) */ Arriving home from work I did have an opportunity to open and use the AM06 unit sent by Dyson. It is a very nice unit and I am very appreciative. My concern now is waiting for someone to tell me what is happening in regards to the old unit. Do you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize that. I do have to say that while your customer service seems excellent behind the scene it is very hard to reach. Long hold times and so many agents involved in my case it is difficult to have any cohesion. If I need to send back just the tower portion I do have a box that size. Please update me and let me know how to proceed. Thank you. Business Response /* (2000, 15, 2014/05/22) */ Arriving home from work I did have an opportunity to open and use the AM06 unit sent by Dyson. It is a very nice unit and I am very appreciative. My concern now is waiting for someone to tell me what is happening in regards to the old unit. Do you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize that. I do have to say that while your customer service seems excellent behind the scene it is very hard to reach. Long hold times and so many agents involved in my case it is difficult to have any cohesion. If I need to send back just the tower portion I do have a box that size. Please update me and let me know how to proceed. Thank you. Consumer Response /* (3000, 20, 2014/07/30) */ Hello May I reopen this case as my unit is making noise again. Thank you ***** ***** Business Response /* (4000, 24, 2014/08/05) */ A message was left for Mr ***** regarding his claim. We are prepared to offer Mr ***** an upgrade from his AM01 fan to our new AM06. We are awaiting his return call. Business Response /* (2000, 15, 2014/05/22) */ Arriving home from work I did have an opportunity to open and use the AM06 unit sent by Dyson. It is a very nice unit and I am very appreciative. My concern now is waiting for someone to tell me what is happening in regards to the old unit. Do you want the tower portion back? The who fan? I'm concerned using the packaging the new one came in in the event I need to utilize that. I do have to say that while your customer service seems excellent behind the scene it is very hard to reach. Long hold times and so many agents involved in my case it is difficult to have any cohesion. If I need to send back just the tower portion I do have a box that size. Please update me and let me know how to proceed. Thank you. Consumer Response /* (3000, 20, 2014/07/30) */ Hello May I reopen this case as my unit is making noise again. Thank you ***** ***** Business Response /* (4000, 24, 2014/08/05) */ A message was left for Mr ***** regarding his claim. We are prepared to offer Mr ***** an upgrade from his AM01 fan to our new AM06. We are awaiting his return call. Consumer Response /* (2001, 30, 2014/08/19) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: The business and***** specifically was excellent in seeing that my case was resolved quickly, and to my satisfaction exceptionally.

8/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Dyson shipped me a non functioning unit and has not offered a remedy.

Desired Settlement: Dyson shipped me a non functioning unit and has not offered a remedy.

Business Response: Initial Business Response /* (1000, 8, 2014/08/08) */ A shipment (*********XXXXXXXXX) was delivered via UPS to Mr ****** on 7/27/14. We were unable to reach Mr ****** via phone. A message was left for him to return our calls if any additional help was needed after the new part was received.

8/18/2014 Billing/Collection Issues
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/18/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service
8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Regarding: Recalled heater fan Serial#: *************** Model: **** I returned this product on May 13, via UPS, as instructed by Dyson. It was received by them on May 20. On June 25 I emailed them asking when it would be returned; they responded that the repair took 6 weeks after receipt and that they would send me email updates of the steps along the way. I responded that it had already been more than 6 weeks, and I had not received any emails about any steps, major or minor. They responded:"Once your machine has been inspected and serviced, a confirmation email will be sent indicating your machine is in transit back to your home." I have not received one word from Dyson and have still not received the product back although summer is now almost over. I paid several hundred dollars for this heater fan which they recalled and not only have not returned, but have shown no responsibility to keep me updated. This is a very dishonest way of doing business. What are the consumer protection laws regarding recalled products?

Desired Settlement: I want my repaired heater fan returned now. I want a notice along with the product stating that it has, in fact,been repaired, along with the promised extended warranty, so that I will know they haven't just stuck it back in a box and returned it to get it off their hands. If they cannot repair it, I want a full refund or a brand new unit.

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ MRS ***** HAS AGREED TO LET US REPLACE HER FAN/HEATER WITH A NEW FAN/HEATER OF ANOTHER COLOR

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My dyson heater/fan. Number.. AP3-US-EBA1706A. I bought 2 dysons that were recalled, i received o** and not the other o**. The other o** was for my mom. My mom is 75 years old, she lives in ******** and this week it is 90 degrees outside. She **eds her fan that i bought her. I can order the same fan on ****** and get it in 2 days. Why can my 75 year old mother get hers that she paid for many months ago. They said other customers are waiting to, They give me a different story every time i call. I was put on hold today and i hung up after 30 minutes. Dyson is a great product, but i don't think i should have to beg for something i bought. Please help me. They will not give me a refund because i didn't by directly from dyson. The fan is going to... ****** ******* *** *** street ****** ***** ** XXXXX. ******* from dyson told me a few weeks ago that dyson had replenished the stock. Horrible customer service. ****** ******

Desired Settlement: I want my money back, so my mom can have a fan before winter starts. She lives in a small town were the houses are older. She needs a fan

Business Response: Initial Business Response /* (1000, 11, 2014/08/06) */ Dyson has been in contact with Ms. ******, she has advised us of her receipt of both units and no longer wants a refund. Per the customer she is happy and her issue has been resolved to her satisfaction.

8/11/2014 Problems with Product/Service
8/8/2014 Problems with Product/Service
8/6/2014 Problems with Product/Service
8/1/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/28/2014 Problems with Product/Service
7/23/2014 Delivery Issues
7/22/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service
7/18/2014 Problems with Product/Service
7/14/2014 Problems with Product/Service
7/14/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service
7/11/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/23/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Below is a copy of my last email correspondance with Dyson. It has been 2 credit card billing cycles since they received the part. The refund should have shown up by now on my credit card Dear *****, Thank you for contacting Dyson. I apologize for the delayed response. In regards to your inquiry, our records indicate that the part was received back to our facilities. We have initiated your refund request. Depending on the billing practices of your financial institution, refunds can take 1-2 billing cycles to appear on your financial records. If you have any additional questions, please contact us at questions@dyson.com or via telephone at (866)693-9766. Thank you very much for your time. Kind regards, Dyson Online Support (ca) For product support, troubleshooting videos and more visit www.dyson.com/support 1-866-MY-DYSON (1-866-693-9766) questions@dyson.com Original Message From: ***** ***** <******@shapecorp.com> Date: 5/21/2014 6:44:29 PM To: "ordersupport@dyson.com" Subject: Order ********** This is in regard to my order ********** of: XXXXXX-XX DC07 HOSE ASSEMBLY ST 1. I cancelled this order prior to shipment. I spent 20 minutes haggling with the operator over the need to cancel the order as opposed to ordering more repair parts for the other broken items on my vacuum 2. The order shipped anyway. I was on the phone 30 minutes again with another operator about why I needed to send the item back and why I should not be responsible for the return shipping costs. Finally the operator told me which UPS store to take the box to 3. I arrived at the UPS store and they did not have the paperwork. I spent another 30 minutes at the UPS store on the phone with another operator to get the shipment straightened out. That was April 28th, 2014 4. As of 5/19 my account was still not credited for the return. UPS confirmed that the package was received at SONWIL on 4/30/14 ********************. I talked to another operator on 5/19 to inquire about the refund. That was 5:56 EST (4:56 CST). He said that the accounts people had gone home for the night. I guess they could not be troubled to work until the end of their shift. He told me that he would personally call me back today (5/21/14) to confirm the refund of my money because he had the day off Tuesday and maybe no one else could be trusted with that task. Big surprise I have not heard from anyone and my account has not been credited I have spent hours on this. Where is my money? The credit card bill has already came and went with this item on it. Will you be compensating me for the interest and the ridiculous amount of time this has cost me? I tried calling again, but the phones were not working; *****************************************

Desired Settlement: Refund on my credit card

Business Response: Final Consumer Response /* (2000, 5, 2014/06/20) */ Consumer indicated complaint has been resolved.

5/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a dyson fan Dec of 2013. March it was recalled due to manufacture (fire) issues. We sent it back and have not received it. After several attempts to dyson they gave me the run around stating it could take several weeks and they do not know of when a new one will be sent. I paid over 400.00$ for this fan and I am not able to use for all of the spring months. This is unacceptable and the company needs to send a new one asap.

Desired Settlement: I need a new heat and cooling fan and or partial refund for aggravation caused and not able to use the fan for the entire spring months.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ A message was left for the customer, and we have yet to hear back from Mr. ******. We understand his concern and will be glad to extend him a refund for his aggravation in addition to the return of finished machine.

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased the Dyson DC39 2 years ago and have never been satified. The 4 tiny wheels bust constantely, very poor design. The head is too large for the tiny wheels to support, therefore the wheels keep breaking, causing gouges in my wood floor. I have called numerous times regarding this same issue. I was sent a new head and it worked great for a few months, then the wheels started breaking again. Each time I would call and make a report. I have been sent new wheels, but its a temporary fix. The issue keeps happening. Per Dysons request, I had the vacuum shipped *** on 4-30-14 for an expection. I highly stressed to them that I did not want this model back, I would like something that is going to hold up to normal wear and tear and that wont break as often as this one, not to mention damage my floors. I was reassured that my request would be noted in the computer. On Friday, May 9th I received my old DC39 vacuum back, shipped **** which happen to be missing the large attachment. I made another call to them on Tuesday May 20, and expressed my displeasure once again. I was told that the vacuum was fine and there was nothing they could do. I then asked to speak to a manager, I was placed on hold for 5 minutes and was then told, a manager would call me back. It is now Friday, May 16, 2014, and no call from a manager or anyone. This whole ordeal has been unbelievable. The amount of money spent on this vacuum, I just feel I should not have to experience this kind of treatment. I would never, ever recommend anyone to Dyson.

Desired Settlement: unless they have a model that is designed properly.

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ We have contacted Mrs. ******* regarding her complaint; she has been kind enough to agree to let us replace her canister vacuum with an upright version that may be more to her liking. We have agreed to speak on 5/22/14 @330PM to allow some time to research what would be her best option. Initial Consumer Rebuttal /* (2000, 7, 2014/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dyson has suggested shipping my old vacuum back again and they will send me a different model. I shipped it to them *** on Friday May 23, 2014. II have not received the new vacumn yet but I am pleased that they are trying to make this situation right. That is all I was trying to do. I will be happy to advise you when the new machine is delived and I have tried it out. Thank you again for your assistance in this matter.

5/16/2014 Problems with Product/Service
5/12/2014 Delivery Issues
5/5/2014 Guarantee/Warranty Issues
5/5/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service
5/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent new vacuum that was bought in late oct back to dyson early Jan. Co was suppose to send a different model. I sent sales receipt co said they will send vacuum. I went out of town gave them benefit of doubt.When I came home still no vacuum. Called co they said they sent vacuum out but could not find tracking number . Never was sent out. I asked for cash back told to re send sales receipt again. After a few more calls I sent sales receipt again. Now co says it will take thirty days to get money back to me. Have had many Dysons but never again as thier word or promises are no good. I should not have to wait thiry days because they never settled the issue back in late Dec early Jan. I spoke with a ****** last week and she said someone would follow up this week and I finally called support number at co at four thirty today and was again told would take thirty days. Bad Company supervisors and really don't care if a customer has to wait for refund or not. I guess I'm only a small peon to them. We are also in the service industry and if we treated our customers the way Dyson has treated me we would not have a business . Tired of all the lies and will not ever tell anyone to buy a product of dyson again. hank You ***** *****

Desired Settlement: I want my cash back totaling 541.00 and change

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ The customer was notified that we are expecting to have her check processed this week and we will keep her updated on the progress. Mrs ***** has agreed to allow me to follow up with her on the progress of this transaction.

5/1/2014 Problems with Product/Service
4/29/2014 Billing/Collection Issues
4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: dyson was written by mail and offerd nothing , I wrote to letters and was told we cant offer you anything a replacement refund nothing well that's not acceptable . these items are expensive don't last and they are junk. I have no vac now to use in the house and they were rude and nasty in the letter . I sent in the card and was under the impression it was under a 5 year warranty on the vac and maybe a 2-3 year on the fan. AS of this letter no refund and no replacements. They don't stand by there products . This was bought for a senior citizen , and they still haven't made this right as of this date. shame on them . I will continue fight and get my money back .The vac was a blue dc9 and I want a new one or a refund.

Desired Settlement: I want a replacement vac and I want on refund on the osilating blue fan. which was around $300.00I would try another vac once more. if they will not do that then I want a full refund.this is the third complaint

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ We are eager to address this issue, however, the customer did not provide a contact number or email. We have also checked our records and have no contact information for this customer, as we have not received any documented complaints regarding our products.

4/16/2014 Problems with Product/Service
4/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Bought five Dyson units. Three of them AM5. One had mechanical problems upon arrival. Product was sold on eBay as factory-furbished and it was within the six-month warranty period. Contacted Dyson customer service by phone and online. The online contact asked me for details of the unit. I sent in my personal information, serial number, seller information, etc. online. The online customer service person instructed me to take the unit to a designated *** store, and they would fax all delivery information to the UPS store. I packed the unit very well carefully and handed it to **** Indeed *** had all the info about the unit return info. UPS said they would repackage it per Dyson instructions and forward it to destination as instructed by Dyson. I got a receipt from *** with tracking information etc. As requested by Dyson online person by email, I replied to their email with tracking information. Dyson replied and said the replacement process can take up to two weeks. A month passed, and I heard nothing from Dyson. I sent two email to the online person asking about the status, and there was no reply. I then called Dyson customer service and asked about the case. Apparently, Dyson had some internal problems and it took them a long time keeping me on hold (for tens of minutes) after I talked to the first customer service person *******. At the end, per my request, a supervisor by the name of **** called me back. **** said they do not provide warranty after transfer of ownership. But, they don't know when they can send the unit back to me "because he has to wait for the warehouse to tell him". Apparently, the unit cannot be tracked. Dyson probably made some mistakes and do not know how to deal with the situation and just giving me excuses. In the meantime, I filed a complaint to the seller, ***** about the situation. **** says they can refund me but the unit has to be sent back to them within 7 days. This case has caused me a lot of trouble, frustration, and pain. I bought the unit for the cold winter. The unit arrived defective. Yet, as a careful person, I spent a lot of time to verify that the unit is indeed defective (by testing it against my other good units in various scenarios). I spent a lot of time to contact Dyson, cleaned the unit, repacked it carefully, took it to UPS, and kept contacting Dyson about the case. Dyson's service was terrible in that they did not repsond to my repeated email query of the case (although they had responded quickly at the same email address before the unit was sent). For a month, I could not use the unit (because it had been sent out) but I would not buy another unit because I expected to get the replacement back anytime (as I was told it would be up to two weeks). Now, Dyson has probably lost track of the unit, and they are just buying time by saying they don't know when they can send it back. In the meantime, the seller is saying they can only give me a refund within 7 days. Dyson is responsible for the financial and other damages it has caused me. Unit Serial No is *************** Below is the email From: **********@gmail.com Sent: Sunday, March 09, XXXX XX:XX PM To: Dyson Online Support Subject: Re: Unit Given to UPS Carrier Trk: 1ZR170350381763770 (Re: Unhealthy and Loud Noise from Newly Purchased Factory-refurbished AM05) It's been almost a month since I sent in the unit. Still have not heard from you and have received nothing from you. Would you update me on the status ? Thanks. ****** ** (XXX-XXX-XXXX) From: **********@gmail.com Sent: Monday, March 03, XXXX X:XX PM To: Dyson Online Support Subject: Re: Unit Given to UPS Carrier Trk: ****************** (Re: Unhealthy and Loud Noise from Newly Purchased Factory-refurbished AM05) Hi *****. It's been almost 20 days now. Wonder if there is some words on what the status is. I guess we will have to wait for the next winter to use the replacement unit. Thanks. ******.

Desired Settlement: Dyson should send me a replacement unit immediately and compensate me for the trouble and pain I have gone through, and the loss for not being able to use the unit for over a month during winter when a heater is useful.

Business Response: Initial Business Response /* (1000, 9, 2014/04/14) */ we are honoring the warranty on Mr. Wu's 3 AM05 refurb machines - we are sending an AM02 refurb until AM05 refurb stock is available or at which point we determine if there is an alternate option for the customer Initial Consumer Rebuttal /* (2000, 11, 2014/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) While Dyson's response to the case is slow and Dyson provides little to compensate for my loss, if Dyson does follow through with the proposed resolution in good faith and sicerity, I would accept Dyson's response to my complaint.

3/17/2014 Delivery Issues
3/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Product: Dyson ***** Vacuum Cleaner ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ ************************************************************************************************************************************************************************************************************************************************************* ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

Desired Settlement: I want Dyson to compensate me for the inconvenience caused to me, the time spent on the phone with them and change their business model/customer complaints process. I have an infant in the house and we have been without a vacuum cleaner for several days.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ ********* was contacted and has agreed to accept a new unit. Unit has been shipped ********* *************************. As of 2/27/2014 the unit status is received.

3/3/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service
2/25/2014 Guarantee/Warranty Issues
2/7/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
1/31/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Purchased the **** on *** 17th, 2014. It is advertised as coming with the "Tangle-free Turbine Tool". Here is the ad: http://www.brandsmartusa.com/Dyson/XXXXXX/DC39+Multi+Floor+Canister+Vacuum+Closeout.htm?utm_source=trx&utm_medium=email&utm_campaign=shipment#specs You can see the attachment under "From the Manufacturer", also twice in "Product Views", and in "Product Videos". I received the vacuum on ******** It did not have the attachment in the box. I called the company I ordered it from, and they said I had to call Dyson, as they have no control over what is in the box. They gave me Dysons' phone number. Dyson said that after ***** of 2013, the part was included, but before that, it was not. I reminded them that I ordered well after that date, and that it was in the advertisement that I ordered from. Is it the stores fault if Dyson sends out old product? According to Dyson, it is. She said that the company needed to "check the code to make sure they were sending the correct date". Shouldn't Dyson have done that in the first place? Dyson refused to honor the advertisement, saying that I purchased an older model, despite the ad, and they would not be sending me the part that is missing... Unless I wanted to purchase it from them for an additional $40.00. Bait and switch, anyone?

Desired Settlement: I just want the "Tangle-free Turbine tool" that I'm supposed to have.

Business Response: Initial Business Response /* (1000, 5, 2014/01/31) */ Contact Name and Title: ********** H - QA Special Contact Phone: XXXXXXXXXX ext **** Contact Email: **********@dyson.com Ms. ***** ***** received a Tangle free turbine tool from Dyson on January 31, 2014. The United States Postal Service confirmed delivery of the Tangle free turbine tool per tracking number XXXXXXXXXXXXXXXXXXXXXX. Final Consumer Response /* (450, 6, 2014/01/31) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: After several calls between the store and Dyson, Dyson finally decided to send the part that was missing. Received it on 1-31-14. I'm betting that the BBB complaint had something to do with their change of heart. My friend, who ordered the same thing, and had the same problem was sent the wrong part by Dyson. Keep your eyes open for her complaint.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was given a Dyson **** White Heater/Fan for Christmas from my mother (Order# ******* Fan Serial # ***************** The fan was delivered just after Christmas. Overnight on ******* 22nd the fan began making a loud and odd noise. I contacted customer service for the first time in regard to this fan on the morning of ******* 23rd. I was instructed by a representative to attempt cleaning the fan and call back if the noise persisted. I followed the instructions for cleaning and doing a reset of the fan and the noise continued. On the evening of the 23rd I called back, I was told the fan needed to be replaced and to stop using it immediately. I was also told that I could not have the color fan I had ordered and paid for. I requested to speak with a supervisor about the color issue. I was told the supervisor was busy and would return my call as soon as they got off the phone. Not more than 15-30 minutes. Two hours later I called Dyson a third time, a second representative told me there was no reason to stop using the fan, but that a supervisor would call me the following night at 6:30pm eastern time to decide if the fan should be replaced, serviced, or further troubleshooting as well as to discuss the color issue of a possible replacement. No call was ever received on the 24th. At this point I was quite frustrated with the customer service department at Dyson and decided to let the issue go until Monday. On Monday my mother contacted Dyson customer service via email describing the entire issue in detail. Still today on ******* 29th no communication in response to my original calls nor the email has been received.

Desired Settlement: Refund if the color purchased is unavailable or replacement if it is.

Business Response: Initial Business Response /* (1000, 5, 2014/01/30) */ Mr. ***** was contacted on ********* at 3:05PM. The issue was addressed and Mr. ***** has agreed to let us replace his **** fan/heater with a brand new unit of the same color. The order is being processed, and a tracking number will be made available to Mr. ***** shortly. Final Consumer Response /* (2000, 7, 2014/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/27/2014 Guarantee/Warranty Issues
1/20/2014 Problems with Product/Service
1/20/2014 Problems with Product/Service
1/3/2014 Guarantee/Warranty Issues
12/12/2013 Advertising/Sales Issues
11/26/2013 Problems with Product/Service
11/22/2013 Problems with Product/Service
11/19/2013 Guarantee/Warranty Issues
11/15/2013 Guarantee/Warranty Issues
11/12/2013 Problems with Product/Service
11/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a Dyson vacuum (DCXX XXX-US-GXXXXX)registered it via Dyson's webpage ****** 1, 2012) to get the warranty. Received confirmation that I registered it then in May 2013, it stopped functioning correctly. I called, emailed and wrote a letter but Dyson refuses to fix my vacuum. When I called back in ***, after spending over an hour doing the online trouble shooting to say my vacuum wasn't properly functioning. The Dyson employee I spoke with asked where I purchased, when I couldn't remember didn't seem to care walked me through over 40 minutes of what I had just done via online, then when he thought he knew what it was, put me on hold and the call was hung up. I called back, spent another 45 minutes talking to a new guy, because Dyson won't call me back explained everything again, then trouble shot again, then again he put me on hold to hang up on me. I called back a 3rd time to get the same result. They never saved my information/complaint, they never called me back. I finally wrote an email to Dyson because I'm very frustrated having this vacuum that is/should be under warranty and they won't fix it. Here is my e-mail warranty confirmation: Dyson Product Registration Confirmation Dear Mr **** ****, Thank you for registering your **** All Floors. Its serial number is: 110-Us-GXXXXX. Not particularly catchy, however, this number is a little like your machine's DNA. If you need to get in touch with us, please have that number available and we'll be able to help you more quickly. You can contact us anytime at *********@dyson.com, or call our team of experts--available 7 days a week--at 1-866-MY-DYSON (X-XXX-XXX-XXXX). Your **** All Floors has been registered to the following address: **** **** ***** St. ***** *******XXXXX Thanks again, Dyson Customer Care Part of a second confirmation email: Thank you for registering the warranty on your ***** Your machine is now covered for 5 years including parts and labor. We hope you are enjoying using it around your home. If you'd like to share your thoughts on your Dyson machine you can post a review on our website. It will help others choose the right machine. We'll keep in touch every now and then to remind you when to wash your filters, and to make sure you are the first to hear about our latest technology. In case you change your mind about receiving emails from us, every message has a link to unsubscribe. But this was the response I got from my email to the Company: Unfortunately the provided e-mail is not a proof of purchase and based upon your serial number your machine was built in 2005 and likely sold in 2006. The email went on to say that because the vacuum was made in **** that there is no way I could have purchased it in ***** Which I did, and registered it. I asked for a supervisor in the matter since the lady refused to honor their warranty and recieved this as a response: apologize for any inconvenience. I have reviewed your account and find on ********* our Dyson Helpline agent was told by the caller the vacuum was purchased from **** **** If this is incorrect we apologize. In regards to this matter, the machine carries a build date of ******* 10th, 2005 and our vacuums are generally sold within 6 months of the aforementioned build date. A gap of time, in this case of more than 7 years will require a proof of purchase (receipt, billing invoice). We will be unable to extend a warranty for this machine as it stands at this juncture. Without the proper documentation to assign the warranty the following information will currently apply and below you will find the address to your closest authorized repair facility: So even though I purchased and registered it, they won't honor the warranty. I purchased this vacuum at ****** as an open box/disounted price. Having worked retail for a number of years I can think of lots of reasons they may have an older vacuum in the store. Bottom line I purchased, registered, and want fixed

Desired Settlement: I would like to be refunded or have a replacment vacuum from Dyson, I purchased this vacuum, registered it and did everything as a consumer I should to protect my investment. They won't honor that, even though I have and e-mail stating that I have a 5yr warranty on the vacuum. There argument about the manufacturing date is irrelivant to me. I don't know why Target had a old vacuum on the shelf and frankly don't care. Having worked retail this could have been stuck/lost in a warehouse, could have been a display model, a return, a warranty/fixed item, or possibly some other secinario. I care that Dyson won't fix my $249 vacuum. I have a ****** vacuum I bought back in 2004 before I was married and it still works, we bought the Dyson as a second vacuum hoping/thinking it would work better. I would have much rather invested $50 on a second ****** then thrown my money away on this Dyson. I would have liked my current machine fixed 5 months ago, but at this point I'm done with it. I feel Dyson as handled this very poorly and unprofessionally! I want Dyson to make this right, I don't appreciate them hanging up calls, not returning calls, not forwarding my email to a supervisor and not returning my letters. I am very frustrated, and at this point would rather not have a Dyson ever again if this is there customer service. I hope the Better Business Bureau can help me get this resolved so Dyson understands that they can't just ignore their warranties and their customers!

Business Response: Initial Business Response /* (1000, 5, 2013/10/22) */ Contact Name and Title: ********** - Claims Contact Phone: XXXXXXXXXX ext **** Contact Email: ************@dyson.com Dyson, Inc. will repair Mr. **** ****'s vacuum under the warranty.

10/25/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a **** city vacuum, model ***************** **** 28, 2013 for $285 at The **** ******** in *********** *** I purchased this vacuum because I needed a vacuum that would clean well since I need a clean home for my children to play in...very important for me! I heard good things about the Dyson brand, such as great cleaning power, durability and quality construction so I went for the DC26 because the price wasn't as painful to pay compared to the ****** ********* which was selling for over $500. As I mentioned, I have children and a limited budget, so purchasing the Animal Complete was out of the question. I have a 2,400 sq ft home with 50% carpets and 50% linoleum flooring. I vacuum several times per week. The packaging for this vacuum stated that it cleans multi-floors, which seemed perfect for my home, and being a Dyson, it should be durable and strong enough to vacuum a home like mine as often as I vacuum. However, that wasn't the case. I've owned this vacuum for less than 3 months before it started breaking. First, the suction valve on the side of the spin brush attachment started locking up each time I vacuumed, which caused the brush to stop spinning and no dirt being vacuumed. I cleaned it out thoroughly but it continued to do this causing me to have to stop to pull it out each time and get a few seconds of cleaning done before it closed off again...very frustrating. A week or so later, the spin brush stopped spinning, essentially rendering this vacuum useless for cleaning carpets as this is the only attachment on this vacuum that will somewhat clean my carpets. This vacuum seems better suited for a smaller place with less frequent vacuuming and no installed carpeting. It does just fine cleaning no carpeted flooring or low area rugs, but does not clean no where near what a cheap upright would on installed carpeting. This is concerning because I need clean carpets for my children to crawl on. The Animal Complete would be a much better solution, but I do not have the money to pay for such a vacuum. I'm upset that I cannot return this vacuum back to the store I purchased it from since I am past the 45 day return period, so they told me to contact Dyson for assistance. I contacted Dyson **** 9, 2013 and explained my circumstance. ******** replied back and recommended some troubleshooting tips, all of which I performed to no success. I told her that the vacuum is still not working and that I would like a refund or even credit of some sort. Either her or someone else replied back (did not leave their name) that Dyson will not give me a refund because I did not purchase it through them. The only thing he/she offered me was their sincere apologies and a replacement part for the faulty turbine brush. He/she also told me to go back and deal with the store I purchased this vacuum from. This solution does not help me because as I explained previously, the retailer will not offer me a refund and Dyson giving me a replacement part will not help me since this vacuum cannot keep up with the frequency of cleaning and amount of space to clean. The same thing will most likely repeat itself. This is why I came to the Better Business Bureau for assistance. Every company I've dealt with on faulty products always stood by their product and LISTENED to my complaint and provided a satisfactory solution. This is not the case with Dyson. And it's even more upsetting that I paid so much for a product to not get any decent assistance. I hope you can help me resolve this issue. Thank you for time and assistance in this matter. I greatly appreciate your help!! Sincerely, ***** *******

Desired Settlement: I created a list of my preferred settlement outcomes in order of preference: 1.) Full refund of the $285 that I paid for Dyson's DC26 vacuum cleaner. -or- 2.) $285 of Dyson manufacturer credit toward the purchase of another Dyson vacuum. -or- 3.) Take my current, broken **** vacuum and send me a new replacement upright vacuum that's better suited to my cleaning needs. I believe my settlement preferences are fair and reasonable given the circumstance. I would like Dyson to restore my good faith in their company and their products by working with me to resolve this matter. In doing so, I'd be forever thankful and will spread the good word about their company, values and their products. Thanks again BBB for your assistance in this matter. Sincerely, ***** *******

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Contact Name and Title: ********** H - Claims Contact Phone: XXXXXXXXXXX ext 1207 Contact Email: ************@dyson.com Dyson, Inc. will provide Ms. ***** ******* with a replacement vacuum. Final Consumer Response /* (450, 8, 2013/10/25) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

10/7/2013 Problems with Product/Service
9/17/2013 Guarantee/Warranty Issues
9/16/2013 Guarantee/Warranty Issues

Customer Review(s)

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Customer Reviews Summary

12 Customer Reviews on Dyson, Inc.
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