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

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

• 

  Dyson Service Center

  14833 N Dale Mabry Hwy Tampa, FL 33618-2027

• 

  Dyson, Inc.

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

  
• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

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:04/08/2024

  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.

  I purchased a Dyson Supersonic hair dryer on March 25,2024 around 8pm. As I processed the payment, I would continuously get a payment error. After trying for the third time, the website finally gave me a message stating confirmation will be sent to my email. *** next morning I see my bank state with THREE charges of $474.06 each. Total of $1422.18 I called around noon and spoke to a customer service. I explained the whole situation and was told that they will go ahead and cancel the 2 extra orders. SAME night at 7pm, I got an email notification that all 3 hair dryer has shipped. Second time I had to contact Dyson, I was still communicating politely despite the fact they were continuously giving me issues. I was told they can't anything and to wait for all 3 products to arrive then to go to the *** to return them and refund will take upto 14days. I requested to speak to the supervisor. None of this was my fault to begin with. ***n he blamed it on my WIFI connection and said I was the one who made all 3 separate transaction at 8:11pm, 8:12pm, and 8:14pm (he was saying it as if I did it purposefully) *** times are 1min to 2 mins apart! If I wanted to truly purchase 3 hair dryers, wouldn't I have chosen the quantity 3 all at once in one transaction? ***y made me feel very uncomfortable treating me as if I was the scammer.. All 3 hair dryers ended up arriving soon after on 3/29. I returned the two extra items on 3/30. I got a notification saying that Dyson received the two items back on 4/1. I called same day and was told that they will process the refund within 2-5 days for the inconvenience. It's 4/8/24 I still don't have my refunds. I called AGAIN today and was told that they never processed the refund request. WOW. Credit card billing was due. My CC score dropped and now owe interest fee Because of the Dyson. This is more than inconvenient and waste of my time. Total time spent on the phone multiple times was about 5 hours. Unbelievable.

  

  Business Response

  Date: 04/19/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the experience you had. 

  Per Dyson policy, as stated on Dyson.com, once an order has been placed we are unable to amend or cancel the order. If an order is placed in error, it would need to be returned for refund once received. 

  We have reviewed customer's orders and show the returns for two orders have been completed and the refunds were issued April 15, 2024. At this point the funds are in the hands of the customer's financial institution. Depending on the customer's bank, refunds may take 1 to 2 billing cycles to post. If customer has not received their refund, they would need to reach out to their bank for further assistance. 

  Thank you, 

  Dyson, Inc. 

• Initial Complaint

  Date:04/08/2024

  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.

  An order was made on March 6th, Order number: ********** for email address ********************** The total of the order is 3838.33$. I've been told that the order is suppose to arrive in 5-8 business days. I've been waiting for WEEKS. I finally got fed up and check the tracking for my dyson order and to my surprise it says my order was delivered to ************ AND ********. I LIVE IN ********** AND THAT IS WHERE I ORDERED IT TO. THIS IS THE TRACKING NUMBER: 1Z58333R0389482381 and 1Z58333R0389477726, BOTH SAYS DELIVERED TO PA and **. I LIVE IN **********. I am frustrated and I contacted Dyson multiple times but the reps keep lying to me and telling me the order was delivered to me and gaslighting me and being deceptive, when clearly on the *** website it says the order is delivered to a different state PA and VA based on the tracking number. They told me to contact *** and see where my order is so I did. I contacted *** and they told me yea this isn't correct we must've mishandled the package as it shows it was delivered to a different location from yours and opened an investigation. In a few hours I get an email saying that *** mishandled the package and they will be paying DYSON my full order amount of 3838.33$ to compensate for this. I call Dyson asking for help and chatting them and they keep lying and telling me different things. They keep telling me to contact *** and I have. I even sent them the proof that *** will pay Dyson for the packages they lost but the reps keep ignoring me or lying to me and telling me different things. These reps do not understand english and are trained to lie to customers. They gaslight me into believing they will help me then just dissapear or end chat. I was going to use my Dyson products for the grand opening of the salon I purchased but now I cannot even do that. I do not have equipment for my salon. Dyson is an AWFUL company. They will lie to you, take your money, take *** money, and not help you. *******

  

  Business Response

  Date: 04/19/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the inconvenience this causes. 

  We have reviewed the owner's complaint and show the order was shipped in two packages, both showing incorrect delivery addresses. Our internal team is reviewing all information related to the order to make a final determination. Please allow 3-5 business days for the review to complete. If a refund is approved, refunds can take up to 14 business days to complete and 1 to 2 billing cycles to post, depending on the policies of customer's bank.

  Thank you, 

  Dyson, Inc. 

• Initial Complaint

  Date:04/08/2024

  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.

  I am writing to address an ongoing issue I have encountered with my Dyson Airwrap over the past 2 weeks. After experiencing difficulties, I was offered an exchange for the product. It was communicated to me that once I returned the item, the exchange process would be expedited, and the new one would be promptly sent to me.However, despite following the necessary steps and returning the product, it has now been 2 weeks since I was assured of the exchange, yet I have not received any updates on the status of my order.Each time I inquire about the matter, I am met with vague responses regarding an alleged issue with the exchange process.This lack of transparency and delay in resolving the matter is unacceptable. As paying customers, we expect to be treated with respect and receive timely assistance. I have invested a considerable amount of money into your products and services, and I am disappointed by the apparent disregard for customer satisfaction.

  

  Business Response

  Date: 04/17/2024

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns.
  
  In review of this inquiry it appears our owner may reside outside ************** As this platform addresses inquiries for Dyson ******** (*************)we recommend our owner contact Dyson support for their region. 
  
  If this is incorrect, our owner should reply via this platform with detail related to their exchange inquiry (exchange ID number, product serial number.)  Once received we will be glad to assist.
  
  Thank you.
  
  Dyson, Inc. 

• Initial Complaint

  Date:04/06/2024

  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.

  On Friday November 24, 2023 I purchased a Dyson Detect V15s Submarine at Best Buy. Unfortunately, in late February and early March I noticed that the product failed to maintain a charge. When I called customer service to troubleshoot the problem, I learned that other customers had also reported issues with the Submarines battery. The agent I spoke with told me that I needed to return the machine in its entirety for an exchange and she forwarded me a *** return label. I shipped the package as requested and according to the *** website the shipment arrived March 7th. To this date, April 6, 2024, I have not received the exchanged item nor a refund for the product. I have repeatedly called Dyson customer service, including today April 6, 2024, to see what was holding up the process. I have spoken with multiple customer service agents and have even re-provided my address information; however, I havent been given any reason as to why I have not received a replacement product or a refund. If there were problems with the order, or missing information, or if the replacement was on backorder I was never told. I have received no status updates unless I directly called Dyson customer service and even then their response have been vague or inconclusive. I feel like $1,040 (the price I paid) has been stolen from me. This experience has been very disappointing as I hold Dyson products in high regard. Ive had wonderful experiences with all of the Dyson products Ive owned until now. The customer service I have received thus far has been far less than iconic. At this point I am no longer interested in a replacement product I want a full refund of the $1040.24 I paid for the product. Order #: ********** *** Tracking #: 1Z2Y55899099682998 Exchange Order #: ******** Case #: ******** Escalation #: ********

  

  Business Response

  Date: 04/17/2024

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. 
  
  After review of our owners exchange request we have determined this Dyson account is not eligible for exchanges, replacements, or free of charge part orders.
  
  We have reviewed the request to exchange the existing unit and the documentation submitted by our owner. Based on our findings, we cannot honor the request. The information received and data found regarding our owners exchange, # **********, shows inconsistencies compared to what was expected to be received.
  
  If there is any new information that can be provided which was not previously known our internal team is happy to review the additional details for a possible resolution.  Otherwise,this remains our final determination and our sincerest apologies for any inconvenience.
  
  As our owner purchased their machine from Best Buy it is not eligible for return and refund through Dyson Direct. 
  
  Thank you.
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21540860
  
  I am rejecting this response because:

  I returned the product as requested on March 4, 2024 using the *** shipping label provided to me by Dyson.It was shipped from the following location: 
  
  The *** Store
  ***********************;
  *********************
  
  It was delivered to the Dyson Warehouse on March 7th. I have attached the delivery confirmation receipt. 
  
  If the contents delivered showed inconsistencies compared to what was expected then what was delivered? Please explain what was not as expected. I returned the product as asked and if Dyson is going to refuse to honor an exchange or refund then they also have a duty to explain to the customer what it was that was received or not received. If *** failed to deliver the product as they were contracted and paid to do, then an investigation should also be opened to address that issue as well. 
  
  Furthermore, the only reason why it was shipped to Dyson Direct was because it was defective- the battery did not maintain a charge. I called Dyson Direct to troubleshoot this problem on March 2, 2024. I WAS TOLD BY THE DYSON CUSTOMER SERVICE REP TO RETURN THE **** TO DYSON. I WAS PROVIDED A *** RETURN LABEL BY DYSON CUSTOMER SERVICE. Email from ********************** customer service also attached. If my product was ineligible for return,exchange, or product servicing because it was purchased at Best Buy and/or that it needed to be returned directly to Best Buy then I should have been informed of that at that time! 
  
  My original request for remedy is maintained. I kindly request a full refund of my purchase price of $1040.24.
  
  

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

  

  Business Response

  Date: 04/23/2024

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

  We have initiated an investigation and were able to confirm receipt of owner's unit. As such, we are happy to proceed with the exchange. Customer's replacement V15 Detect Submarine is currently processing. Once shipped, customer will receive an automated email with tracking. The replacement can take up to 14 business days to deliver. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/23/2024

   
  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:04/05/2024

  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 Dyson V15 September 2022. It is now April 2024 and Ive had nothing but problems with this vacuum. It doesnt **** up anything & the battery life is 20 minutes *** even on eco mode. I reached out to customer service four different times and each time I get told a different part will resolve the issue but I cant get said part because theres a 1-2 wait its been 3 months of this constant waiting game. For a company who prides itself in being so advanced, its trash. My $40 vacuum from Amazon worked longer than this one. Not worth the money or frustration of customer service.

  

  Business Response

  Date: 04/17/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the inconvenience this has caused. 

  Dyson offers a 30 day money back guarantee on all new products purchased directly through Dyson. Return request for products purchased through a third party would need to be requested through the original retailer and are based on their return policy. 

  As customer's unit was purchased September 2022 through a third party, Dyson is unable to honor the request for a refund. The machine is however covered by the 2 year limited warranty. Dyson warranty covers parts and repairs for manufacture related defects. In the event an issue can not be repaired, an exchange for like model would be provided. Customer would need to reach out to ********************** Support for assistance through the warranty.

  Thank you,

  Dyson Inc. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21536644
  
  I am rejecting this response because:

  I have been in contact with said support team 5 times now & each time I am told the parts are not in stock and I have to wait 2-3 weeks. When those weeks come, I am told you still dont have the parts and I get another excuse as to why I cant get a refund. *** attempted to get a brand new vacuum but am told the parts will fix the issue. Its been 5 months. 

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

  

  Business Response

  Date: 04/17/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the inconvenience. 

  We have reviewed customer's chat interactions and see that on their most recent chat on April 5, 2024, an exchange was offered however customer ended chat. While we are happy to assist customer with an exchange, customer would need to reach out to support to proceed. Exchanges are offered for the same model. Dyson exchange policy requires the original to be returned prior to the replacement shipping. Once the original has been received, the replacement can take 10 to 14 business days to arrive. Per Dyson warranty, the replacement will adopt the original warranty term. 

  If customer would prefer a refund, they would need to reach out to the original retailer to request a return for refund based on the retailer's return policy. 

  Thank you, 

  Dyson, Inc. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21536644
  
  I am rejecting this response because:

  per the screenshot, I was told on March 27th at 2:22pm that I just needed to give them a case number and that itll be available within the next week. When I reached out for the THIRD time, I kept getting the same response over and over again. 
  I DID contact the original retailer and they told me because its a manufacture issue, to contact Dyson. 
  For a company who makes customers pay $800+ for a vacuum and has a warranty for parts, its a HASSLE to get those said parts now I have to send the only vacuum I have back to get a new one? After getting the run around for simple parts?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/05/2024

  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 Supersonic Hair Dryer directly from the Dyson website in February 2023. The hair dryer stopped working in September 2023. I contacted Dyson in September 2023 to troubleshoot the problem, but none of the company's suggestions worked. Dyson stated that it qualified for a replacement and asked us to send the hair dryer back, stating they would send a replacement once their warehouse received the hairdryer and the accompanying attachments (but stated to keep the storage case). The tracking number is 1Z81F2260333507615. It has been 7 months since we returned the hair dryer. We have called the company at least 8 times to get an update. Every time that we call they say they are going to send a replacement and that I will receive an email confirmation of shipment within ***** hours, but this never occurred. The original case number is **********. One of the last times that we reached out to Dyson they said they could not find our original case number and started a second case: ********. It was during this contact that I was promised a professional level hairdryer above what we originally purchased and returned, but that still never arrived. We have spent hours trying to get resolution for this issue and would just like a refund at this point.

  

  Business Response

  Date: 04/17/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the delay and any inconvenience this has caused. 

  Dyson provides a 30 day return window for new machines purchased directly through Dyson. Outside of this window, the item is covered under the limited manufacture warranty. As the purchase was made February 10. 2023, we would be unable to honor owner's request for a refund. 

  We have reviewed the exchange order and identified an error in the order that prevented the replacement from shipping. We have resolved this error and anticipate the new machine shipping within 48 hours. We have extended the owner's warranty by 7 months to account for the time they have been without their device. 

  Exchanges are for the exact same model. As the owner's original machine is a consumer model, the replacement will be a consumer model. Supersonic Pros are only offered as exchange for other Supersonic Pros. We apologize for any incorrect information customer may have received. 

  Thank you,

  Dyson Inc. 

  Customer Answer

  Date: 04/17/2024

   
  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:04/04/2024

  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.

  3/20 I reached out to customer support because the vacuum I had for less than a year broke. I was supposed to receive a part in 3-7 business days. 3/26 received an email that it would take 2 weeks for my order to process. Reached out to customer support and they stated that their email lied and it takes 2-10 business days for the order to ship. 3/29 was reached by email that my order was processing and that I would be updated soon. 4/4 reached out by phone and was told that the part is out of stock still and tried to find a solution. Got an email after phone call that my order was cancelled and it wasnt my doing. Reached out to customer support AGAIN and they told me I had to reach out when I would be notified it was back in stock. This has gotten to be absolutely outrageous. I paid $700 plus for this vacuum and I have to reach out again? I just want the vacuum replaced and not have to went a month to vacuum my home because I know they can replace the whole vacuum at this point and get it to me sooner. Disgusting customer service (not the CSRs) but the supervisors.

  

  Business Response

  Date: 04/16/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 

  We have reviewed customer's account and see the order for the main body/cyclone was cancelled due to stock availability. As we are unable to fulfill the order through the warehouse, we have worked with our Dyson ************** team to have a new part shipped to the owner. Please allow 5 to 7 business days for the item to be delivered. 

  Customer can follow the steps in this video to replace the part: **********************************;

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21533418
  
  I am rejecting this response because: while I may have received the main body, I never got the canister. Again, I was supposed to receive one when I first got the vacuum and never got it. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/27/2024

  Hello:

  Thank you for contacting Dyson.

  We have placed an order for a replacement canister to ship to our owner.

  Once shipped our owner will receive a separate confirmation email along with tracking details to follow their order.  Please allow up to 7-10 business days for delivery.

  Thank you.

  Dyson,Inc. 

• Initial Complaint

  Date:04/04/2024

  Type:Delivery 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 ordered on March 5th an Airstait machine with the free brush and a set of brushes. I spent a total of $689.83.On March 8th I got a package from Dyson, the brushes were there but not the airstrait. I contacted costumer service immediately to ask about the machine. The girl assured me my machine was coming in a different package. I never received a new tracking number from them so I called again and they reassured me again the machine was gonna be delivered in a different package.I have screenshots and recordings of every single attempt with them.I got many not related emails at all and a lot of ignoring emails and requests.I contacted via ************ and ignoring me also.Its already April 4th and I have not a single response about this. I basically got robbed by Dyson not delivering my machine. At this point Im really upset and cant file a claim with my bank because they show as a package was delivered, but it was only the brushes.Totally unacceptable, a scam.

  

  Business Response

  Date: 04/17/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the inconvenience this has caused. 

  We have completed our investigation and our internal review team has approved a refund for the Airstrait as a one time courtesy. At this point the refund can take 5 to 7 business days to complete. Once completed, it may take 1 to 2 billing cycles to post, depending on the policies of customer's financial institution. 

  Customer would need to return the accessories, including the promotional item for a refund on the styling kit purchased. Customer can submit a return request through Dyson Support.

  Going forward we suggest the customer complete future purchases at a local authorized dealer or a DSC for faster processing. 

  Thank you,

  Dyson, Inc. 

   

• Initial Complaint

  Date:04/04/2024

  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 received the Dyson Airwrap System as a gift. Two buttons fell off and I contacted the company on 2/12/24. They set up an exchange with this Exchange ID: **********. I emailed them the tracking number: 1z26e31v0369922333 on 2/13/24. I then received another email on 2/13 stating that once my shipment was received in their warehouse I should receive my new Airwrap in 7-14 days. I then received an email on 2/19 stating that there was an unexpected delay in the processing of my replacement. I never heard another thing from the company until I called them back on 3/21, I spoke with *****************************, she emailed me to state that she would be working on my case. I emailed ******** back on 3/27 asking for an update and an elevation in my case. I never received an email response back from her. I called again on 3/29 and was told that I would be receiving an email when it was to be shipped. I called again on 4/3 after I did not receive the email. I spoke with ***** and told him at this point I would prefer the refund since it appears I will not get a replacement. He said I would receive an email because he can't process the refund. This product was $600. The customer service has been mind boggeling and very frustrating. At this point I do not want any of their products because a company that can treat valued customers like this are not who I want to be associated with.

  

  Business Response

  Date: 04/16/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the incorrect information provided. 

  Dyson offers a 2 year limited warranty on genuine Dyson products when purchased through an authorized retailer. While customer's unit had a valid serial number, upon inspection in our warehouse, it was determined the machine was a counterfeit unit. As this is not a genuine product, it would carry no warranty and we are unable to honor the request for an exchange. 

  Counterfeit Dyson machines are likely to be unsafe for use and Dyson has legitimate reason to exercise its right to retain/destroy any counterfeit product, in order to (a) prevent personal injury or damage to property (b) prevent resale of counterfeit products and (c)protect the Dyson brand and reputation. Further information on counterfeit products can be found at *********************************************************************.

  We would recommend customer reaches out to the seller/marketplace as well as their financial institution for assistance recovering their funds. Dyson would be unable to offer any further assistance with this unit. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:04/03/2024

  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.

  I bought a Dyson 15 Detect Absolute on 12/12/2023 because I loved my previous vacuum, a Dyson Animal Ball. This past week, I started using the *************************************************** have any suction. Disappointed with the defective product, I called customer service on April 3, 2024 to ask for the 15 to be returned and I wanted to get the far superior Dyson Animal Ball. I was told I could not exchange because the 30 days expired. My serial number is ******************. After much back and forth with *******, she only offered a replacement 15 Detect. I told her that was insufficient because the product is defective. I told her I wanted to return the 15 and get a Dyson Animal Ball. She told me a supervisor would call me back on April 3 to address my issue and they never did. I am requesting my money back for the Dyson **************** like to purchase a Dyson Animsl Ball.

  

  Business Response

  Date: 04/16/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the inconvenience this causes. 

  Dyson offers a 30 day money back guarantee for all new products purchased directly through Dyson. Dyson's provides information regarding the return policy on the product page (*********************************************************************************************) as well as a full description on the Return Policy page. (*****************************************************************************************) This period is provided to allow owners ample time to test the product and ensure it meets their needs. 

  Outside of this 30 day window, the unit is covered by the 2 year limited manufacture warranty. This warranty provides parts and repairs for manufacture related defects. In the event a warranty covered issue can not be repaired through these means, an exchange for the same model would be provided. 

  As the purchase was made December 2, 2023, this would be outside of the return window and no longer eligible for a return for refund. Dyson is happy to assist customer with a warranty exchange for the identical product per the terms of the warranty. If customer wishes to proceed with the exchange, they may reach out to Dyson Support for further assistance. Alternatively, customer can visit the ********************** ************** in their area to have the machine inspected and the issue resolved through the service center. 

  Dyson **************
  **************************************************************************************
  Tel: **************
  Operating hours: Tue-Sat: 09:00 AM-01:00 PM,01:30 PM-05:00 PM

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21528338
  
  I am rejecting this response because: the vacuum is defective and should be replaced with a product the customer wants and is familiar with. The defective brand should be recalled. The description provided by the company is fraudulent. The vacuum neither lives up to its battery life nor suction power as advertised. It pushes dirt around and is generally at already only 30 minutes once fully charged. I expect Dyson to correct this complaint immediately to my satisfaction.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/17/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the inconvenience this causes. 

  Dyson return policy is 30 days from date of purchase. This time allows owners ample time to test the product to see if it meets their needs. Outside of this return window, the unit is covered by the 2 year limited warranty against manufacture defects. This provides parts and repairs or an exchange for the same model if we are unable to repair and the issue is a manufacture defect. 

  We have identified no defects in the model that would initiate a recall. The issues the owner has described regarding suction is typically related to a blockage. Blockages are not warranty covered. The V15 offers up to 60 minutes of runtime when used in Eco mode. Actual run time will vary based on power mode, dust level, floor type and/or attachments used. 

  If customer wishes to proceed with the exchange for the same model, they may reach out to Dyson Support for further assistance. Alternatively, customer can visit the ********************** ************** in their area to have the machine inspected and the issue resolved through the service center. 
  
  Dyson **************
  **************************************************************************************
  Tel: **************
  Operating hours: Tue-Sat: 09:00 AM-01:00 PM,01:30 PM-05:00 PM
  
  Thank you,
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21528338
  
  I am rejecting this response because:
  The vacuum was pushing around dirt when I first started using it last month. There is no blockage. And it is in ecomode and starts at only 30 minutes of battery life. I have no time to vacuum a room of the house before it dies. It needs to be replaced with the Dyson Animal Ball vacuum I requested. The reluctance of Dyson to exchange the product or even call me in person shows the company knows there are defects with the product and it must be recalled. 
  
  Sincerely,
  
  ***********************