Complaints

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

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• 

  Dyson, Inc.

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

  
• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

• 

  Dyson, Inc.

  PO Box 129 Carlyle, IL 62231

• 

  Dyson

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

• 

  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:07/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Dyson V10 cordless vacuum. It is fully registered with Dyson. I had an issue ABOUT 6 months ago where I would pull the trigger to start it and nothing would happen, I would have to hit it at least 3-4 times, until it eventually wouldn't start at all. I contacted Dyson and they sent me a new cyclone head and the problem was solved. Now its doing the exact same thing and originally wanted to send me a replacement head again, but I can no longer remove the battery because the screws are stripped so bad from removing it from the last one and transferring it to this one. Now they want me to take it to a service center at my own cost because the warranty expired on 6/30/2025. So they sent me a replacement part that lasted literally JUST long enough for me to get to the end of my warranty (only about 6 months or so) and now I am stuck with a vacuum that doesn't work. The warranty replacement part didn't even last 1 year. These vacuums are extremely expensive and I had the same issue twice within 1 year. They offered to replace the entire unit with a newer model the first time before sending me the replacement head, but they wanted me to send my old one back first, and I couldn't send it back first at my own expense and wait for the new one with no vacuum. They said AFTER they got mine back, they would ship a new one out in 15 days. Who goes 16 days with no vacuum? At the time, my old one would still turn on, but I would have to pull the trigger multiple times first before its stopped all together. I believe the reason they offered before to replace it for a newer model is because of this issue with the model I have. I do not want a Dyson Renewed product as a replacement either because I dont want to continue having issue like this. I bought it brand new and there were obviously issues with it considering the replacement part had the same problem so soon and I should be given a new replacement product.

  

  Business Response

  Date: 07/28/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  The warranty for this machine matured on June 30th of 2025. As the owner is unable to remove the battery to replace the main body, we can offer one of the following two options for resolution.
  
  An exchange order. Please note, the replacement will adopt the original expired warranty.
  An inspection free of charge with possible repair cost.
  
  
  Please,confirm the serial number of the machine and full complete delivery address as well.
  
  Once we have this information, we be happy to arrange for an exchange.
  
  Thank you, 
  
  Dyson,Inc. 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23661564
  
  I am rejecting this response because:

   

  I do not want another v10 because this has already been replaced once and it didnt even last 6 months.   I am willing to accept the V11 BUT I am not willing to send my old one back.   It would cost me over $100 for a box and shipping to ship mine back to you and that is unreasonable.   I would be willing to send back the power cord or something as proof that I can no longer use the item   

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

  

  Business Response

  Date: 07/29/2025

  Hello: 
  
  Thank you for your response.
  
  You are not required to purchase a box or pay for the shipping. Dyson would provide both without charge.
  
  As your machine is out of warranty currently an upgrade to a new model would not be an option.
  
  We can however provide the box and shipping for a free inspection to the service center. However, as mentioned the warranty status may require a cost for the repair.
  
  Were committed to following our established policies to ensure every case is handled consistently and fairly. In situations raised through the Better Business Bureau platform, our policy requires us to proceed with an inspection as the next step. This will help us address your concerns thoroughly while staying within our guidelines.
  
  If this resolution is not accepted Dyson considers this claim as resolved.
  
  Thank you, 
  
  Dyson,Inc. 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23661564
  
  I am rejecting this response because:
  
  I was already offered a renewed v11 from customer service.    The only reason I did not accept that offer was because of the return of my current one.   I will not accept another V10 based on the fact that Ive had the same issue with this one twice, even after a replacement part.   IF you want to send me that V11 and not require me to spend my own money on returning my current vacuum, that would be acceptable. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/27/2025

  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.

  In April I bought a Dyson Supersonic Dryer. I used it twice a week for about ten minutes at a time. Today it stopped working. I contacted Dyson via chat and they had me run some tests, none of which helped get the dryer working. The representative told me she set up a repair and I needed to send it back to them. She gave me a reference number and told me to go to *** with this number and they will pack and ship the dryer to Dyson, at no cost to me. BUT, at the same time, Dyson sent me an email that directs me to pack the dryer in it's original packing (I don't have it, and I told the representative this) and use the *** label Dyson provided to me. Dyson did not provide a *** label. After spending hundreds of dollars on a blow dryer which lasted a few months, and being told they will need to have it for several weeks for repair, now they are making it impossible to return it to them for repair.

  

  Business Response

  Date: 07/28/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  So that we can best assist, please provide a detailed description of the problems you are having with the Supersonic. Please, confirm the serial number of the machine and full complete delivery address as well.
  
  Once we have this information we be happy to arrange for an exchange if the performance issue cannot be resolved by troubleshooting.
  
  Thank you, 
  
  Dyson,Inc. 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23661407
  
  I am rejecting this response because:

   

  My only two options are accept or reject, there is no option for me to respond to Dyson's request for more information. Here is what Dyson needs to know: I cannot provide the serial number as the item is already in the hands of **** Dyson's repair reference number is 46406285. You have offered an exchange of the supersonic if the trouble shooting did not work. I did the trouble shooting with your agent and it did not work. They did not offer an exchange, only a repair that will take weeks to process. So if you are willing to exchange, keep the one I sent back and send a new one asap, that is preferable. It is hot and humid where I live and I need a blow dryer now. I made my complaint with BBB because after being on "chat" for over an hour with your agents, I could not get anyone to commit to their plan that I take the item, unwrapped and open to being damaged in the process, to *** for them to box it up and create a shipping label at no charge to me (as is only fair, for a $400 hair dryer only a few months old). I wanted it in writing because 1. *** is 40 minutes from my home, and I didn't want to make the trip without knowing for sure they would take it, and 2) I received two emails from Dyson telling me I had to pack it in the original packaging (which I don't have) and attach the shipping label your provided (you did not provide one). My address is ********************************************. Thank you. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/29/2025

  Hello: 
  
  Thank you for your response.
  
  We will contact the owner directly for further information and instructions regarding the exchange and exchange process.
  
  If we are unable to reach the owner by phone an email will be sent to the email address, we have on file.
  
  Thank you, 
  
  Dyson,Inc. 

  Customer Answer

  Date: 07/31/2025

   
  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. Dysons representative, *******, went above and beyond to resolve this issue. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I chatted with a customer service *** who was unable to help troubleshoot how to solve the interior of the torque driver cleaner head and there is no explanation how to clear that for the motorized dyson vacuum head. They sent a video that was not the issue and simply shared I need to either come in person, which is not possible living without a car, as not everyone can afford one nor have the time to spend riding transit for a whole day and not having an option to mail it in. They simply explained to buy a $129 ***lacement which I'm happy to pay for it to be fixed via mail for a reasonable price but frustrated by the lack of accessibility and real option for myself and many others.

  

  Business Response

  Date: 07/28/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for any frustration or inconvenience this may have caused. 

  We have reviewed the image provided by the customer and understand their report that the cleaner head stops when vacuuming. The brush bar may stop if there is a blockage, which can occur when vacuuming thick or long-pile carpets, carpets with heavy padding, or loose area rugs. In these situations, the suction can pull the cleaner head into the carpet or rug, preventing the brush bar from rotating.
  
  Additionally, we observed significant wear on the retaining ring, as well as a build-up of hair and debris behind the ring. Any hair or debris should be removed as part of routine maintenance. This can be done by pulling out the debris by hand, or by using a tool such as tweezers if it cannot be grasped easily. Accumulated debris can contribute to excessive wear on the brush bar and motor assembly, which may result in noise, vibration, or the cleaner head ceasing to function.
  
  Please note that the retaining ring is not a replaceable part. If wear on this component is causing the cleaner head to malfunction, a replacement cleaner head would be necessary.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 07/28/2025

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

  Ill note that you should advise your help assistance to provide better trouble shooting to use tweezers. 
  
  Sincerely,
  ******* *******

• Initial Complaint

  Date:07/24/2025

  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 bought a $500 hair dryer from Dyson and it has completely stopped working. I've reached out to Dyson multiple times to get Corporates phone number and email and no one will help me. They keep offering me 20% off a new Dyson. Why would I want to purchase a new Dyson when my $500 hair dryer doesn't work?? I'd like my hair dryer repaired for free!! I have all correspondence with them on chat on their site and on email. Where they just stop responding and start repeating themselves over and over

  

  Business Response

  Date: 07/24/2025

  Hello:
  
  Thank our owner for contacting Dyson. 
  
  We are sorry to hear of our owners concerns. Our owner reached out to Dyson support regarding a power issue with their Supersonic hair dryer, which could not be resolved through basic troubleshooting. 
  
  After further assessment, we have advised that the issue is not related to a manufacturer defect and recommend that our owner send the dryer to a Dyson ************** for inspection and repair.
  
  Dyson offers a two-year warranty on our personal care products, covering original defects in materials and workmanship starting from the date of purchase, provided the product is used for normal domestic purposes in accordance with the Dyson User Manual. In this case, our owners two-year warranty began on 10/2/22 and expired on 10/2/24. As the warranty has expired, repair of the machine in question is chargeable to our owner. 
  
  We apologize for any inconvenience this may cause.
  
  Thank you. 
  
  Dyson, Inc.
  
  

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23648687
  
  I am rejecting this response because: When you spend $500 on a product you expect it to last longer than barely 2 years. You should take care of sending it to repair and fixing it and returning it back to me. If I would have had this product for 8-10 years, then I would understand. When you spend that much money on a hair dryer, then you expect quality and good customer service. My $25 hair dryer lasted me longer than 16 years until I upgraded to this one, and it was still running then. I bought a Dyson for quality, not for it to completely just stop in the middle of using it. It is manufacturer error and repair and shipment should be covered. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/25/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the inconvenience this has caused you. 

  While Dyson offers a 2 year limited warranty covering manufacturing defects, this does not predict the actual life of a machine as this can vary based on usage and care. This warranty does not cover wear and tear, accidental damage or maintenance. During the warranty period, Dyson provides parts and repairs for manufacturing defects. In the event an issue related to a manufacturing defect can not be resolved through parts or repair, an exchange would be provided. 

  Issues related to wear and tear, accidental damage or maintenance, or any issue that occurs outside of the 2 year warranty term would be chargeable and the unit would no longer be eligible for exchange. 

  These terms are provided with the product when purchased and are available on Dyson website to ensure visibility. The warranty terms are put in place to ensure fairness to all customers. 

  While we understand the customer's disappointment, their machine warranty matured October 2, 2024. Dyson offers a lifetime of support through troubleshooting and inspections at no charge; however, parts and repairs would be chargeable. We have offered to ship the customer's machine to the ********************** ************** for a free inspection and quote. This was rejected by the customer. If the customer would like to proceed, they are welcome to reach out to Dyson Support to arrange the appropriate ticket. Full terms and conditions for repairs can be seen here: ********************************************************************************.

  We are unable to honor the customer's request for a free of charge repair or replacement based on the status of their warranty. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23648687
  
  I am rejecting this response because: I have babied this machine and taken care of it! Its not wear and tear! Paying $500 for a hair dryer and it just quitting on you is not acceptable. I want the repair covered. 

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

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a refurbished Dyson V10 from the official Dyson website on **** for $249.99 plus fees.This was advertised to come with a two year warranty from the date of purchase.I have made multiple attempts to get the warranty information and resolve this issue.The customer service person is non-responsive.The refurbished unit is broken and does not work well.

  

  Business Response

  Date: 07/24/2025

  Hello:
  
  Thank you for contacting Dyson.  
  
  We sincerely apologize for any concerns and for the delay in our response. The Better Business Bureau platform is not an appropriate channel for troubleshooting our owners issue. For prompt assistance, we recommend contacting Dyson support directly at ************, or via live chat on our website at ******************************
  
  Our support agents are available to provide live video troubleshooting to identify the issue, along with confirming the machines warranty status.  
  
  Thank you. 
  
  Dyson, Inc.
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  Date of Transaction: April, 2025 Amount: ******* Product: 2x Vacuum Cleaners Hello, I was contacting regarding my Dyson order ********** and after months of back and forth with customer support over the phone and chat, I'm finally giving up and filing a claim with BBB. I've contacted at least ***** times over the last 3 months and Dyson was never able to reach a resolution with me, they simply just ignore me:Backstory: I ordered 2x Vacuums cleaners and both were deemed damaged in transit and rightfully returned back to Dyson's warehouse by *** themselves. I contacted when I seen it on the tracking and they said to wait 3-5 days for a refund on my products, I waited and waited. Everytime I'd contact after would be the same excuse no matter if I talked to a supervisor either.I have attached all supporting images.1Z58333F0333051703 **** Tracking ID]

  

  Business Response

  Date: 07/23/2025

  Hello, 
  
  Thanks for contacting Dyson.

  We have reviewed the request to return the existing unit.  Based on our findings, we cannot honor the request, as we cannot confirm the return of the original unit via return inventory reporting.  The original unit must be confirmed as returned to the warehouse via warehouse reporting before further assistance can be offered to this person.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23632827
  
  I am rejecting this response because, based on the attachments I provided the unit has clearly been returned back to the Dyson warehouse however the returned merchandise is not being refunding as they're unable to locate it in their warehouse which is completely out of my control as the merchandise was sent back whilst on its way to me by the carrier. I request you to either file a claim through carrier ***** on my behalf or reimburse what was sent back outright. I am no longer dealing with the support agents through Dyson as they are clueless to what I say and you can even go through the transcripts on file, you'll see every single agent I talked to over the months have all said the same thing "Wait 3-5 business days" because they are lost and have no idea what's truly going on, they clearly aren't trained to deal with such situations nor are the supervisors either. 

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

  

  Business Response

  Date: 07/29/2025

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

  When reviewing full tracking details, it shows the package was delivered to the customer, then returned at a later date. We have reviewed the request to return the existing unit.  Based on our findings, we cannot honor the request, as we cannot confirm the return of the original unit via return inventory reporting.  The original unit must be confirmed as returned to the warehouse via warehouse reporting before further assistance can be offered to this person.

  Thank you,

  Dyson, Inc. 
  
  
  

  
  

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23632827
  
  I am rejecting this response because, this again is completely out of my control. I simply cannot do anything about a carrier that returned a package back to the sender. The parcel was never delivered to me in the first place, if it was delivered it would've said that on the tracking to begin with. Can you please do an internal investigation regarding this. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/21/2025

  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 purchased an Dyson Airstraight on 5/28/2025. I returned the item through their return process on 6/5/2025 *** Tracking #1Z2Y55899098332091 at the *** Store ********************* Langhorne PA *****. I tried using the digital assistant to ask where is the refund and the reply is I don't understand your question. I called the **************** phone number to ask for my refund and have been put on hold for 15 minutes and then they hang up on me. This has happened twice. I don't know what else to do.

  

  Business Response

  Date: 07/21/2025

  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 the item was received in our warehouse June 11, 2025. While refunds can take up to 14 business days to complete, our records show the refund was completed June 13, 2025. At this point, the funds are in the hands of the customer's financial institution and will post to their account based on their bank's policies. If the customer has not received their refund, we would recommend reaching out to their financial institution for further assistance. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 07/23/2025

   
  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:07/19/2025

  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 purchased a Dyson TP4A fan in November 2024, and it arrived without the remote control, which is required for full use of the product. I reported the missing remote to Dyson in December 2024. Since then, Ive been repeatedly told the part is out of stock and I would be notified when it became available. As of now, nearly a year later, the issue is still unresolved.Dyson has:Admitted the part is unavailable and has no estimated restock date Refused to issue a refund Refused to provide a guaranteed replacement unless I send back my current fan first Refused to offer a cross-shipment, tracking number, or serial number for a confirmed replacement Because Dyson promised to send the remote and resolve the issue under warranty, I believed they would follow through, and this delayed me from requesting a refund earlier. Now, theyve told me that Im outside the 30-day refund window, even though the delay was entirely caused by their failure to fulfill the original order.I cannot use the fan as intended, and after waiting nearly a year, Im being told to wait to be notified again, with no guarantee of fulfillment. Dyson has not honored its warranty, and they are now using delays of their own making to deny a refund or resolution.I have contacted the payment provider (*******) to dispute the charge, and I am now filing this complaint in hopes of a fair and reasonable outcome.

  

  Business Response

  Date: 07/22/2025

  Hello: 
  
  Thank you for contacting Dyson.  We are sorry to hear of our owner's concerns.
  
  Dyson offers a 30 day return period within which the owner may return their Dyson purchase for a full refund.  As the order was placed November 23, 2024, and was placed through ****** and not Dyson Direct, the purchase is not eligible for return for refund through Dyson Direct.  Our sincerest apologies for any inconvenience.  
  
  As the required remote control remains out of stock at our fulfillment locations, we have sent an inquiry to our network of Dyson Service Centers to see if any of our service locations have this remote control available.  We anticipate receiving a response to this request within 1-2 business days.  if available, one will be shipped to our owner to resolve the issue.  
  
  Our sincerest apologies for any inconvenience, and we thank our owner for their continued patience. 
  
  Thank you. 
  
  Dyson, Inc.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23625104
  
  I am rejecting this response because: what happens if there is no remote? I will gladly accept a remote if there is one.

  On December 13th I was told (before the 30 day period) to wait. The reason I cannot return is because Dyson told me to wait for a remote, and it has been 8 months. If there is no remote (i would rather there be one), I still expect a resolution. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 07/24/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for any inconvenience it may have caused. 
  
  We have received confirmation from our Dyson ************** the remote is at the Dyson ************** in their area. We have reached out to the customer via email to assist further with the replacement remote. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 07/25/2025

   
  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:07/19/2025

  Type:Delivery 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 had placed an order with Dyson and had contacted Dyson several times confirming my order will be delivered within the time frame why am I being told now my order will be cancelled had placed the order almost two weeks ago expecting it to be delivered this week. I was told before too that they were going to cancel my order. Then seconds later I was told it was in stock. And today I was told again my order would be canceled due to item being out of stock.

  

  Business Response

  Date: 07/21/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the order number provided and show this was ordered under a different name, email, phone and address than the information provided through the Better Business Bureau. To protect the privacy of our consumers, we would be unable to provide any order specific information. If the customer has questions related to the order, please have the account holder reach out to Dyson Support for assistance. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 07/21/2025

   
  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:07/18/2025

  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.

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  The business failed to respond to the dispute.

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  I was sent the wrong item from Dyson and the item was also damaged and already opened when it was suppose to be brand new. I returned item to Dyson and Dyson is refusing to refund me for my order. Dyson cannot even provide me original item that was sent to me for me to recheck item. So I have no idea where item is at this point, other than with Dyson. Therefore, I have receive absolutely nothing from Dyson and refuse to be charged for an order that was not fulfilled. I am being charged through Affirm and they are not helping as well. I do not want this to affect my credit score because I have done everything on my end to resolve it peacefully.Order# **********

  

  Business Response

  Date: 07/21/2025

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's complaint. When reaching out to request a return, the customer indicated the reason for return was damage during transit, providing images. The images provided show the product in the outer shipping box. The outer shipping box had minor damage that would not affect the product. The package was still sealed and the product name and serial number was visible in the image, showing the correct item was received. 
  
  While the customer did return an item, this item was a Dyson V12 Detect Slim with an estimated purchase date of August 17, 2022. Dyson keeps detailed records of all machines via serial number, which allow us to identify when a machine was manufactured and the retailer it was sold to. The machine received was not sold through Dyson but instead Target, and had not previously been registered with Dyson or returned through a warranty claim. As such, the machine we received could not have been shipped to the owner through our warehouse. 
  
  Dyson's return policy requires the original machine to be received and confirmed via serial number in our warehouse prior to a refund processing. As the original machine has not been returned, we are unable to honor the customer's request for a refund. If the customer would like to proceed with a return of the item purchased, we would be happy to provide a new shipping label. Once we have confirmed that item has been received, a refund will process. 
  
  Thank you,
  Dyson, Inc. 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23623125
  
  I am rejecting this response because: (1) I did not purchase a used/opened item. I puchased a new item. Picture clearly shows this item looked to be opened prior to me receiving it. Not sure if someone bought it and returned it and then it was resold or what. (2) I was told repeatedly my return and refund had be refunded by multiple people prior to ever being told it was going to be denied almost a month after shipping it back. (3) If the return item was wrong, where is the proof other than saying serial numbers do not match. Where is the return. If a return is wrong then it is always returned to sender and I never received any notice or item back. So literally I have nothing in my possession that would warrant me to owe Dyson anything. They have the returned item and have kept it for over a month, meaning it is their property and their responsibility at this point. I do not trust Dyson at all at this point in regards to return of item. Literally provided no proof other than stating serial numbers do not match. I cannot help that. It was their job to send me correct and unopened item, which they did not. I have no idea what was sent to me in box because it was damaged /opened and I was not accepting that. So all I did was send back what was sent to me. This is on Dyson!
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 07/22/2025

  Hello, 
  
  Thanks for contacting Dyson.

  Dyson vacuums are shipped in a brown outer box, which is opened at one end to display the product type and serial number. This outer packaging helps protect the branded product box from damage during transit. The product box itself is also designed to safeguard the vacuum inside. The images provided by the customer show minor transit damage to the outer box, which does not impact the product itself.
  
  Please note, all returns must be received at the Dyson warehouse and verified with the serial number before a replacement can be processed. Dyson cannot be held responsible for items returned without prior authorization; such items will be responsibly recycled or disposed of.

  Unfortunately, due to inconsistencies with the information received and data found regarding the return, we cannot assist this individual at this time. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23623125
  
  I am rejecting this response because: (1) They are not providing me with merchandise I ordered. (2) Not taking ownership for the fact that the item sent to me was indeed opened and not new like I ordered. (3) Are not providing me any proof with what was even in box that was sent to me, and I sent back to them. I have no idea what was in it and no idea where it is, and it seems like they do not as well. Other than stating serial numbers they are proving me with no other proof like photos. I have photo evidence of damaged/tampered item sent to me, and I have evidence via phone and chat records where multiple representatives told me weeks ago my return and refund was processed. Now they are trying to go against that randomly and with no proof.  At this point it is their responsibility. Either I need to be provided item or refund. This has been a very sad situation because I have been such as loyal Dyson customer for years, but I will never buy from them again. I have never had to go through something like this and it is sad I am having too. I work hard as a nurse for my money and do not appreciate Dyson trying to steal from me. 
  
  Sincerely,
  
  ****** ********