Complaints

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

close

Find a Location

Dyson, Inc. has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Dyson, Inc.

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

  
• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson Service Center

  6115 Jimmy Carter Blvd Suite D Norcross, GA 30071

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

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Dyson (Order No. 1652908362)I am submitting this complaint regarding a Dyson vacuum (Model: Ball Animal 3 Complete) that I purchased. After buying the product, we decided to move, and unfortunately the machine is too heavy and impractical for us to use in our new home.I contacted Dyson customer service and requested to return the vacuum or receive store credit so we could purchase a different Dyson model that better suits our needs. I was not asking for a refund just store credit to remain a Dyson customer.Despite explaining our situation and willingness to continue as a customer, ********************** refused any assistance, stating that their 30-day return window had passed. The representative acknowledged our situation and expressed empathy, but no solution was provided.I believe this is unfair treatment, especially as we are loyal customers looking to purchase another ********************** product. I am seeking BBBs help in resolving this matter fairly either by allowing a return or issuing store credit.

  

  Business Response

  Date: 06/20/2025

  Hello:
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of our owners concerns.
  
  Dyson offers a 30-day return period for all machines purchased directly from Dyson. Within this window, owners may return their machine for a full refund if any issue arises or if the product does not meet their needs. Please see our return policy at the link below. 
  
  *****************************************************************************************
  
  In this case, the order was placed on March 16, 2025, which is now beyond the 30-day return period. As a result, the purchase is no longer eligible for return and refund.
  
  We apologize for any inconvenience this may cause.
  
  Thank you.
  
  Dyson, Inc.
  
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23490060
  
  I am rejecting this response because my request was a very reasonable and polite one from a customer satisfaction perspective. I did not ask for a refund I simply asked for store credit so that I could purchase another Dyson product that suits our new circumstances.
  I believe this is a fair and courteous request, especially since I clearly expressed my intention to remain a Dyson customer and continue supporting the brand. The fact that such a large company chooses to hide behind rigid policies rather than address a loyal customers reasonable need is deeply disappointing and, frankly, disrespectful.
  I hope Dyson will reconsider and take this opportunity to show that they value their customers.
  
  Sincerely,
  
  Yigit Yavuz

  

  Business Response

  Date: 06/23/2025

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

  While we empathize with the owner's situation, we would be unable to honor their request as the purchase is outside of the 30 day return window and the limited warranty does not cover incompatibility issues due to the owner relocating. 

  We are unable to honor the customer's request for a store credit, as ********************** does not offer such a program. The customer is however, eligible for the Owner Reward promotion. This promotion offers current owners 20% off the regular retail price of a new machine when purchased directly through Dyson. Some exclusions apply and the discount does not combine with sale pricing. The customer is welcome to reach out to ********************** Support to learn more about the offer and purchase a vacuum that is more suitable for their current needs. If the customer is unable to use their current vacuum, they can certainly gift the unit or give it someone who may be able to use it.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23490060
  
  I am rejecting this response because: Dyson continues to focus on rigid policies rather than on customer satisfaction and reasonable flexibility. I did not ask for warranty coverage or an exception for damage I simply requested store credit to purchase another Dyson product, showing my goodwill and intent to stay loyal to the brand.
  Suggesting that I gift a nearly-new product that I paid full price for, instead of Dyson offering meaningful support, is dismissive and disappointing. A 20% discount offer is not a fair resolution, as it still forces me to spend more money due to a product mismatch that could have easily been resolved with store credit.
  I hope BBB will take note of how Dyson handles loyal customers in situations like this.
  
  Sincerely,
  
  Yigit Yavuz

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson Supersonic Hairdryer which is still under warranty. I contacted Dyson customer service on June 11, 2025 because my hair dryer stopped working. They provided a repair reference number and several emails in order for me to go to *** and have the hairdryer shipped to ***************, *******. I went to *** and they were unable to print a label for me and requested that I obtain from Dyson a pre-printed label that I can print in order for me to drop off the machine. I called Dyson on June 17, 2025 and they now tell me since I live in *********** they are unable to provide me a label or repair my machine because I don't live in the mainland *** but in *********** which is a commonwealth of the *************. I informed them that I would ship the hairdryer at my expense if necessary but they state they cannot deliver it back to me. I receive *** and ***** packages in *********** but Dyson cannot honor my warranty because I am not on the mainland. I have never dealt with a company that has this practice and I am in shocked that they will not honor the warranty because of my location and that they operate this way. We are living in 2025 but Dyson is operating under the 20th century still. My hairdryer was expensive and is still under warranty but Dyson has washed their hands and will not repair my machine,.

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Since the process for resolving shipping issues to and from *********** is complex, we are moving this claim from the BBB platform and reaching out to the owner directly to provide a tailored resolution.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23482445
  
  I am rejecting this response because on 6/18/2025 *******, Dyson Executive Resolution sent me an email.  I tried to send a response but her email is undeliverable and she did not provide her phone number.  I called Dyson but they could not get me in touch with her.  They made me explain everything and they continuing stating they will not ship to and from *********** so they cant fix my supersonic hair dryer which is under warranty.  The call was frustrating and useless.  If Dyson communicates with me they need to use a valid email address and direct phone number.  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  The email address ***************************************** is a valid Dyson email address. I am attempting to call the owner again as we do not have an incoming call extension for the Executive Resolution team.
  
  Thank you, 
  
  Dyson, Inc. 

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  The email address ***************************************** is a valid Dyson email address. I am attempting to call the owner again as we do not have an incoming call extension for the Executive Resolution team.
  
  Thank you, 
  
  Dyson, Inc. 

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  The email address ***************************************** is a valid Dyson email address. I am attempting to call the owner again as we do not have an incoming call extension for the Executive Resolution team.
  
  Thank you, 
  
  Dyson, Inc. 

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  The email address ***************************************** is a valid Dyson email address. I am attempting to call the owner again as we do not have an incoming call extension for the Executive Resolution team.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/18/2025

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

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding Dysons mishandling of a warranty claim for my Dyson V15 Detect Absolute vacuum. I purchased the unit directly from ************************** on May 26, 2024 (Order #**********). It is still under the standard 2-year warranty.The vacuum stopped charging and no longer powers on. I reached out to Dysons online chat support on June 17, 2025. I provided all relevant information: my full name, account email, the serial number *****************, and a detailed description of the issue.The support ***resentative, Mohit K, ***eatedly asked me for the same information multiple times even after I had clearly provided it. When I requested escalation (over a dozen times), he refused to escalate the matter, stalled ***eatedly, and misinformed me that the machine was registered to another account, which is false.Despite my patient and cooperative effort, I was forced to abandon the chat due to this obstruction. The *** refused to assist or escalate without a receipt even though I purchased the machine directly from Dyson on the very account I was logged into.I have the original order confirmation from **************************, which verifies my name, email, address, and the product purchased. I am now requesting that:1. My warranty claim be honored, and my unit be ***aired or ***laced as required.2. The vacuum be properly registered to my account if an internal error exists.I am happy to provide the receipt again to a professional ***resentative, but I no longer trust the original support agent with my personal information.

  

  Business Response

  Date: 06/18/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the owner was provided an exchange order by a supervisor with confirmation number 1653496226. Once the faulty machine is returned, inspected and processed the replacement will be automatically shipped. We recommend the owner take photos of the machine and all the parts being returned at the ********* and safe the shipping receipt for their records. The replacement will take 15 business days from the date the machine is received at the warehouse.

  The owner requires a box, for this reason they need only provide the exchange order number with the UPS Store agent for pack and ship process.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/18/2025

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

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took a quiz to see which Dyson vacuum best recommended for me. Recommendation showed the Dyson V8 Absolute and that it was on sale for $349.99 from normal price of $519.99. Hit add to basket/cart and yet it was full price when I went to start check out. Chatted with Dyson for over one hour, providing screen shots of advertised price and full price in cart, and even gave the exact url that was advertising the sale price. They did nothing to honor the price or offer anything to make up for this error. Just kept saying it wasn't a current/valid offer.

  

  Business Response

  Date: 06/17/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  In review of the customer claim it appears that they may have found the product during a promotional change on the website. Which is no longer available. However, the V8 Extra with 9 additional tools is currently selling for the same price. The only difference in the two products is the floor cleaner heads. The Absolute includes the fluffy cleaner head and the motorized cleaner head as well.

  The accessories included are as follows:

  Hair s**** tool
  
  Fabric and mattress tool
  
  Up-top adaptor
  
  Extension hose
  
  Combination tool
  
  Stubborn dirt brush
  
  Mini soft dusting brush
  
  Crevice tool

  If the customer would like to take advantage of this promotion they can find the listing on this link. *******************************************************************************************;

  
  Thank you, 
  
  Dyson, Inc.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23480070
  
  I am rejecting this response because: it states a clear difference in the attachments and their site is still showing the V8 Absolute at a discounted price, in same place I told them, even though it's been a few days.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/20/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  As the posted #5 Dyson Terms and Conditions stated on the following link and details: **********************************************************************************************************************************;

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

  1. Product must be the exact same model number as it appears on ************************** and in stock.
  2. Proof of advertised price by an authorized dealer is required (Copy of Flyer or Website URL).
  3. Authorized dealers are limited to ******, *******, Best Buy, ******, Bed Bath & Beyond, **********, *****, *****, *****, ****, *************************, ***, **** Club, *****, *******, ******, Ulta, ******************* and Wal-Mart.
  4. Product must be new and in original packaging. It cannot be reconditioned (refurbished), used, damaged, returned, open box, clearance or a demonstrator product.
  5. Product price must not be lower due to an advertising error or misprint.
  6. Lower price will not be honored if the result of a violation of a Dyson unilateral advertising or pricing policy or if doing so would result in a violation of a Dyson policy.
  
  Dyson considers this claim resolved as we have offered a comparable product at the same promotional price.

  Thank you, 

  
  Dyson, Inc. 

  Customer Answer

  Date: 06/21/2025

   
  Complaint: 23480070
  
  I am rejecting this response because what is the guarantee they honor this policy, that they will follow through? If this policy truly exists, and instructions include contact via chat...then why couldn't their customer service match the price/give a refund during the over 1 hour chat I had with them initially?
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Dyson hairdryer May 1st. I contacted Dyson if they could help with a price match as I found better pricing elsewhere. They responded to me that they do not offer price match and asked me to send the item back for a refund.I returned the original item (box not opened) in a *** store on May 10 after I got a return label provided by Dyson. The item was delivered to Dyson on May 14 (proof of delivery is available from ***)However I have still not received any refund from Dyson until today. After contacting the business multiple times, they told me what they received is not the same item as they sent to me, which is a big surprise to me as I directly sent the unopened box back once I received it.While searching the previous complaints against Dyson on BBB, I found a very similar case where another customer's return was received on the same day (May 14) by Dyson but Dyson said they did not receive it by inventory reporting and refuse to offer refund. Exact same situation that I am facing now!!!I strongly doubt the problem is from the Dyson return system itself. And I would request the business to investigate and provide a reasonable response to its customers

  

  Business Response

  Date: 06/17/2025

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

  We have reviewed the customer's return and see that while a package was shipped with the prepaid shipping label provided, *** tracking shows the package was delivered to *******, **********. Dyson does not have a facility in this location. As the package appears to have been incorrectly delivered by the courier, an investigation was initiated with the courier and would need to be concluded before additional assistance could be provided. 

  We do show that the investigation was completed June 16, 2025, and the courier was unable to confirm the delivery. While Dyson's Return Policy requires the product to be returned to the warehouse prior to a refund processing, we recognize the package was lost while in transit. As such, a refund has been initiated for $599.99 plus applicable taxes. From this point it can take 10 to 14 business days for the refund to complete. Once completed, it may take 1 to 2 billing cycles to post, depending on the customer's financial institution. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 06/17/2025

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

• Initial Complaint

  Date:06/14/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vacuume started on fire I was supposed to receive information back case number ******** Ive been hung up on transferred I just want a exchange on my vacuume or I will sue Dyson

  

  Business Response

  Date: 06/17/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the safety team has reviewed the owner claims, and it has not met the requirements for a replacement.

  As mentioned in the attached message, provided by the owner, proof of purchase and confirmation of the battery installed at the time of the alleged fire is required for further review. 

  For our safety team to properly investigate, it is important that the vacuum is made available for inspection and photographs. This will allow us to verify (1) that a fire did occur involving the machine, and (2) whether the cause was due to a product defect rather than user error or another factor. If the owner chooses not to provide these photos or is unable to make the vacuum available for inspection, unfortunately, we will be unable to proceed with further resolution or offer a replacement.
  
  As a one-time courtesy, however, we can offer a 20% discount on a new replacement vacuum. This offer includes all machines available through our Owner Rewards program, as well as any vacuums not included in the program.
  
  Thank you for your understanding, and please let us know how you would like to proceed.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23469245
  
  I am rejecting this response because:
  

  Ill just proceed this in court 

  
  
  

  
  

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26, I purchased a vacuum from Dyson for $540. Unfortunately, the delivery took longer than expected, and by the time it arrived, I no longer needed the item. I initiated a return and shipped it back using the return label provided by Dyson on June 3. *** confirmed delivery to Dyson's facility, and I have a record of that confirmation.However, I have yet to receive any updates from Dyson regarding the return. When I contacted their customer service, I was repeatedly told the item had not been received and was directed to follow up with **** After contacting *** again, they reconfirmed that the package had been successfully delivered.Despite my continued efforts to resolve this issue with Dyson, Im caught in a loop with no resolution. I am simply asking for acknowledgment of the return and a timely refund.

  

  Business Response

  Date: 06/16/2025

  Hello:
  
  Thank you for contacting Dyson. We are sorry to hear of our owners concerns.
  
  Upon reviewing our owners order, we were unable to confirm receipt of the returned machine at our return center. We have initiated a further review of this return request with our internal team and expect to have an updated status within 12 business days.
  
  We apologize for any inconvenience and appreciate our owners continued patience.
  
  Thank you.
  
  Dyson, Inc.
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23465414
  
  I am rejecting this response because:

  I do not accept Dyson's response. I purchased and paid for the item, initiated a return, and shipped the unopened product back using the return label provided by Dyson through the *********. *** has confirmed the item was successfully delivered back to Dyson and has provided proof of delivery, including detailed tracking information.
  I followed up with **** who again confirmed that Dyson received the return and is responsible from that point forward. Despite making several calls to Dyson, I have been unable to get the issue resolved.
  At this point, I am simply requesting a full refund.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/20/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. 
  
  After further review we have determined a refund or replacement for order ********** cannot be approved at this time, as our return center has not received the machine in question.  
  
  Should our owner have new information or evidence to share that may help change this determination we would be happy to review the inquiry further.  
  
  Thank you. 
  
  Dyson, Inc. 
  
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23465414
  
  I am rejecting this response because:

  I have shown evidence that I have returned this item and that Dyson has received this item. The only acceptable resolution is a full refund in the amount of $540 for the item l have returned and *** has confirmed that it was delivered to Dyson.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refurbished Dyson V8 for my daughters family, which came with a six-month warranty. Just before the warranty expired, all of the powered tools stopped functioning. I contacted Dyson and followed their troubleshooting steps, after which they determined the main power unit was the issue.Unfortunately, I was told the part is out of stock. Rather than automatically shipping it when available, they said I would need to wait for an email notification and then call again to place the orderthough they couldnt provide any estimate of when it might be restocked. Its now been over two weeks, and I still have a vacuum thats under warranty, doesnt work, and is still being paid off.Dyson offered to let me box up the entire unit (including removing the charger thats mounted to the wall), bring it to **** and wait for them to receive and inspect it. Only then would they send a replacementand even then, it would arrive without a warranty. As an older individual, uninstalling and packing everything myself is difficult, so I declined.I asked if they could simply send the replacement first so I could swap the faulty part and return it afterward, but they said thats not an ********* this point, Im open to any reasonable solution that will get a working vacuum into my daughters hands in a timely matter.

  

  Business Response

  Date: 06/16/2025

  Hello: 

  Thank you for contacting Dyson.

  We are sorry to hear of our owner's concerns. 

  Due to the nature of our owner's issue, we have reached out to our owner directly to further assist. 

  Thank you. 

  Dyson, Inc. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23464523
  
  I am rejecting this response because:
  I received a email stating that a replacement would be sent out, then I could return the defective unit. I just received an update that my replacement has been delayed. Due to the time-sensitive nature of the matter involving the Better Business Bureau. Given the current circumstances, I am not confident that a replacement will be provided in a timely manner.
  
  
  If it would be more efficient, I would be open to accepting a refund as an alternative resolution.
  
  

  

  Business Response

  Date: 06/18/2025

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

  We have reviewed the customer's order and see that the replacement has been released for processing. From that point, it can take up to 15 business days for the replacement to be processed, shipped and delivered. In reviewing the automated communication the owner received, the customer was advised we expect the order to process within 1 to 3 business days. With this in mind, we anticipate the replacement to be received well within our standard timeframe. Once the order has completed processing, the replacement will ship with *** tracking 1Z58333F0335125988. The customer will be able to monitor the shipment through *******. 

  Please note, in accordance with the Dyson Warranty terms, the replacement will adopt the original warranty, which matures 7/8/2025. 

  Thank you,

  Dyson, Inc., 

  
  

  Customer Answer

  Date: 06/19/2025

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

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a refurbished Dyson fan and air purifier. While I was aware that the item was refurbished, I was not informed at the time of purchase that it was a final sale item. Additionally, I was not made aware of the extent of the physical damage the product would have upon arrival.Given these circumstances, I believe the condition of the item was misrepresented, and I am requesting a full refund.I would appreciate your prompt attention to this matter and look forward to a resolution.

  

  Business Response

  Date: 06/16/2025

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

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23462059

  
  
  I am rejecting this response because:
  

  Your handling of this refund situation has been unacceptable and unprofessional from the start. I was forced to file a complaint with my bank after you repeatedly refused to process a refund for a product that was clearly returned in abused condition. It should never have escalated to this level the failure lies squarely with Dysons inability to maintain consistent and transparent communication about return policy and bring up front. 
  
  
  Throughout this ordeal, your responses were contradictory: first stating that a refund would be issued, then giving all types of excuses when questioned why the product was not in  proper shape The back-and-forth was confusing, misleading, and entirely unacceptable for a company of your stature. Because of this, I had no choice but to escalate the matter to my bank as you all kept giving me the run around on a refund. 
  
  
  While the bank initially ruled in your favor, I immediately reopened the dispute and provided further evidence of your mishandling of this case. As a result, the original no refund was overturned as an exception something that would have been avoided entirely had Dyson handled this matter with professionalism from the beginning. Once my refund is concluded Dyson will no longer need to worry about my purchasing anything from them again.  Please see attached photos of Dyson further giving me mixed signals.
  
  
  Sincerely,
  
  ****** Mawoussi

  

  Business Response

  Date: 06/20/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  The concerned Dyson team is aware of the reopening of the chargeback claim. Once the claim has been resolved this will be the final decision and any needed action will be taken at that time.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23462059
  
  I am rejecting this response because:

  Hello,

  I initiated this dispute because Dyson was unhelpful and repeatedly refused my request to return the item. The item has since been back in Dysons possession few days now. Only after I asked to send it back did they state that refurbished items are considered final sale something that was not clearly disclosed at the time of purchase. The product I received was not only defective but arrived looking like it had been through a war. I am simply requesting a refund for this damaged product immediately, and once processed, the dispute will be closed. Right now, my trust in Dyson is about as steady as my coffee on a Monday morning! Please refund my $181.04 and Dyson will not need to worry about me ever again! 

  
  Sincerely,
  
  ****** Mawoussi

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson Airwrap from ******* in December 2024. Its still under Dysons warranty and began shutting off mid-use. I brought it to the Dyson Demo Store at **********************, where staff inspected the device and confirmed that the motor is faulty. However, they could not offer an exchange in-store and instead directed me to Dyson customer service.When I contacted **********************, I was told I would need to ship the unit in for evaluation only, which could take up to 21 days just to receive with no guaranteed resolution. I was told they would determine whether it qualifies for repair or replacement, meaning I could be left without a working product for a month or longer, with no certainty of outcome.This is unreasonable for a premium device that has already been professionally assessed as defective. I also made clear that I rely on this tool regularly and being without it for weeks is unacceptable. Dysons refusal to acknowledge the confirmed defect and offer a timely remedy is disappointing. Ive made every good-faith effort to resolve this through Sephora, Dyson retail, and Dyson ********** a ********** resident, I believe this violates the Song-******* Consumer Warranty Act, which requires defective products to be repaired, replaced, or refunded within a reasonable ******* requesting that Dyson either:1.Ship me a replacement Airwrap immediately with a prepaid return label for the defective unit,OR 2.Issue store credit or a refund so I can replace the product directly without delay.

  

  Business Response

  Date: 06/12/2025

  Hello: 
  
  
  Thank you for contacting Dyson.

  In order to provide an exchange, the original machine is required to be returned before the replacement can be shipped. 
  
  Our records indicate that the owner was offered a repair with work order number 44555574.  The Dyson service center is located within 20 miles of the customer's home.

  The repair or replacement would be completed in the most time effective manner by visiting the Dyson service center located at *******************************************************************************************************************
  Distance: 20 miles
  Tel: **************
  Operating hours: Mon-Fri: 10:00 AM-04:00 PM

  Thank you, 
  
  Dyson, Inc.