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:03/28/2024

  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 purchased a Dyson SV47 V15 Detect cordless stick vacuum, Serial number ***************, on 8/7/23 for $629.99 + $45.67 tax for a total of $675.66. Warranty is valid through 7/24/25.The machine was defective regarding the inability to remove the canister to empty it, and to dissemble the sticks, or switch tools. The Dyson representative verified that usage problems existed with this model, and instructed me to bring the machine, WHICH COULD NOT BE DISSEMBLED, to a *** store. Return Reference number **********. The representative advised me that a check would be sent to me. The machine was sent to Dyson on 11/13/23.I have not received reimbursement. I have tried on numerous occasions to obtain reimbursement. I have been on hold for well over an hour on 3 occasions. I have opted to speak with the sales department as the hold time is far less. I have been told that someone would call me the next day when the returns department was open; no such call was made to me. I have spoken with a representative who said that a manager would call me back in 5 minutes; no such call was made to me. The representative on that call verified that the returned machine was in their warehouse, and said that since I had purchased the machine from Amazon, the only recourse was to return the DEFECTIVE machine back to me at which point I asked to speak to the manager who did not call me as promised. When I had called to set a return in motion, the Dyson representative assured me that the machine could be returned and I would be reimbursed.If the defective machine is sent to me, returning it to Amazon at this point, is not a possibility.I NEED REIMBURSEMENT. PLEASE HELP.Thank You

  

  Business Response

  Date: 04/09/2024

  Hello,
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it caused.
  
  We have reviewed the customer's account and since the machine was not purchased with Dyson directly, we would not be able to proceed in a refund.  In review,we also see that alternative resolutions have been offered to the owner directly via email.
  
  Our owner should work with Dyson Support should they have any further questions or concerns.
   
  Thank you,
   
  Dyson,Inc

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21499437
  
  I am rejecting this response because:
  This issue has not been resolved. I returned the machine for refund per Dyson instructions. An email response indicated a back log and asked for patience. Dyson's complaint response indicating that a solution had been emailed, I received no such email. I was told that I would be contacted on 2 occasions and no such contact was made. There has been no  resolution. I am still without the money or a machine. Unacceptable.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/20/2024

  Hello,
  
  Thank you for contacting Dyson.
  
  We have reviewed our owners inquiry and Dyson account.  As the machine was not purchased with Dyson directly, we are unable to proceed with a return for refund. 

  Alternative resolutions have been offered to the owner directly via email. Our owner should respond to the most recent email communication and continue working with Dyson Support to resolve all concerns.

  Thank you.

  Dyson, Inc. 

  Customer Answer

  Date: 04/28/2024

   
  Complaint: 21499437
  
  I am rejecting this response because:
  

  Dyson's most recent response was identical to the first, and, therefore, remains unacceptable. They HAVE NOT offered my alternate solutions as they claimed. They 

  refuse to provide a refund, yet instructed me to send the machine to them in order to receive a refund.

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

• Initial Complaint

  Date:03/27/2024

  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.

  Case Number: ******** . Bought an air wrap 12/9/21. It stopped working so I called and exchanged it around Jan 10th. I was promised a new airwrap. I got the replacement one January 29th. It was an open box, dirty, greasy, minimal packaging. Obviously used. I get an email saying "date of purchase 10/12/23, Warranty valid until 10/12/25" and the serial number in the email was not even of the air wrap they sent me or even the original one. Totally invalid. I sent this one back Feb 23rd. Since then I have called after the 14 day processing time and they said it's not ready. I called again and they told me the color is not in stock. I ok'd a different color. Allowed some time to pass, called and they said they don't have that color. Then they said there are NO AIRWRAPS IN STOCK AT ALL. I called again same day and was told they can send me the original color. Each of these calls i asked for it to be expedited which it was not. Every rep told me they had a color IN STOCK & to allow ***** hrs for a tracking number. NEVER GOT ONE. They lied and hung up on me and yelled at me too. Dozen or more phone calls to them. Mar 27 they said the higher department ok'd an airwrap to be sent out in 24 hours & provide tracking. They are sending a color i did not want. They promised me the mother's day edition just a couple days ago. I don't know what is happening but I am expecting mother's day, blue blush or blue one delivered to me ASAP. I want a refund AND my machine. OR the machine they can get to me the fastest AS WELL AS the mother's day edition for the ********************************* & LIES over the last 3 MONTHS. I have not had a working machine since I returned the first one early January.

  

  Business Response

  Date: 04/09/2024

  Thank you for contacting Dyson ****, 
  
  We apologize for the inconveniences and frustration this has caused our owner. At this time, Dyson records indicate that a replacement unit was shipped out and delivered to the owner on March 30th. 
  
  If the owner did not receive the unit, or had any additional concerns, we would recommend following up with the Dyson Techsperts in our customer service department for additional assistance.
  
  Sincerely,
  Dyson ****

• Initial Complaint

  Date:03/27/2024

  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.

  My daughter purchased a vacuum for me near the end of November as a Christmas gift for my wife. Towards the middle of December, my wife open her Christmas gift and we tried it out twice. The first two times it worked fine, then the vacuum would not work any longer. We did a troubleshoot session with the Dyson people. Supposedly it was the battery. They sent us a new one. And the device never worked again. We asked for a refund. They said that it would take 7 to 10 business days once they receive the item in their warehouse. An agent I chatted with in February said that the vacuum had been received into the warehouse on February 7. It is been for phone calls and two months since then we still have not received a refund and just keep getting the runaround.

  

  Business Response

  Date: 04/09/2024

  Hello,
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it caused.
  
  We have reviewed the customer's account and found the refund has been issued on March 13th of 2024.

  Attached is a copy of the proof of refund transaction letter. 

  Thank you,
  
  Dyson, Inc

• Initial Complaint

  Date:03/27/2024

  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 purchased items from Dyson.They were delivered to the wrong state.UPS told me to file a claim on their website and to reach out to Dyson.Dyson is not wanting to help and is constantly lying to me.

  

  Business Response

  Date: 04/04/2024

  Hello,

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

  We have reviewed customer's account and see they reached out to Dyson Support April 3, 2024 and a refund was initiated for the order. At this point the refund can take 10 to 14 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. 

  Thank you, 

  Dyson, Inc. 

• Initial Complaint

  Date:03/27/2024

  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.

  Disappointing Experience with Dyson Hairdryer Warranty Service.I am extremely disappointed with the warranty service provided by Dyson for my hairdryer. After it stopped working a few months into ownership, I followed Dyson's return process, shipping the hairdryer back in its original packaging with the provided *** tracking number. However, despite multiple follow-*** over six months, Dyson has been unhelpful and unresponsive. Initially, they requested a return number I was never provided, and later claimed they couldn't find the tracking number. They insisted they could only assist if I provided the serial number, which I no longer had access to as I had shipped the dryer and packaging to them. Despite assurances that the process would be simple, I'm left without resolution and without my $700 hairdryer. Dyson's lack of accountability and professionalism is unacceptable, and I demand immediate action to resolve this matter.

  

  Business Response

  Date: 04/04/2024

  Hello,

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

  We have reviewed customer's account and see they were able to work with Dyson Support to have a replacement shipped. The replacement was shipped with *** and delivered March 30, 2023. Per Dyson warranty, the new machine has adopted the original warranty, which matured October 8, 2023. At this point, we would consider this fully resolved through the warranty. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:03/26/2024

  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.

  Return reference: ********** to refund me it took more than 70 days to do it. I just want to know why.

  

  Business Response

  Date: 04/04/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the delay in receiving your refund. 

  We have reviewed customer's order and confirmed an error on the return order prevented the refund from auto processing. Owner reached out March 18, 2024, indicating he had not received the refund. At that point our financial team manually processed the refund. We sincerely apologize for the delay and any inconvenience this may have caused customer. 

  Thank you,

  ********************** 

  Customer Answer

  Date: 04/04/2024

  what kind or what was it  an error on the return order?
  Complaint: 21490055
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/26/2024

  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 the Dyson large round volumizing brush on 2/23/24 and did not receive a notification of it shipping out for 10 business days. I contacted Dyson customer support through the live chat and was told that my order would be shipped out the next time the part was in stock.On March 18th I contacted Dyson customer support through the live chat as I noticed that the part was back in stock on the website but I had still not received a shipping order. I was told by the customer service rep on the live that that the part was in stock and that they would be putting in a request for it to be shipped.I then received an email from Dyson telling me that the part was not in stock and would ship in 3-4 weeks. I told them that this was unacceptable and they offered to send me an alternate part that I did not need. So I requested that they cancel my order as I did not want to wait 2 months for the order.Dyson then informed me that they could not cancel my order and that I would either have to refuse the package or return the item.This is unacceptable to me because the part is not in stock and will not be shipped out for 3-4 weeks according to Dyson. There is no reason for them to not cancel my order when there is no physical package on the way.It is also unacceptable for them to keep advertising the Round Volumizing Brush as available for purchase on the website when they do not have it in stock.

  

  Business Response

  Date: 04/04/2024

  Hello,

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

  Per Dyson policy (***************************************************), once an order is submitted, we are unable to cancel. We have reviewed the customer's order and show that the order has been fulfilled and shipped via **** Based on tracking information, the package was delivered to the shipping address owner provided on March 30, 2024. At this point, Dyson would consider the issue resolved. If customer no longer wishes to purchase this item, we offer a 30 day return period. Customer would need to reach out to ********************** Support to request a return. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:03/26/2024

  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.

  In late December 2023 I ordered a Dyson Vacuum which arrived with parts that did not fit together.Immediately sent back to Dyson and the acknowledged return January 9. 2024.7-10 days is what was quoted for refund o be issued. As of today, March 26,2024, the credit has not be issued. ********* my credit card holder is not getting any cooperation from Dyson.

  

  Business Response

  Date: 04/04/2024

  Hello,

  Thank you for contacting Dyson. We apologize for the delay in receiving your refund. 

  We have reviewed customer's order and show a dispute was initiated through the customer's financial institution. Due to this, we are unable to refund or provide a replacement. As of 2/26/2024, the dispute was finalized and the refund would be issued directly through the customer's financial institution. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21488016
  
  I am rejecting this response because:
  Citibank has not received a response nor the money back from Dyson. 
  When did they supposedly send the money back to Citibank? Citibank doesnt have it. 
  Sincerely,
  
  *************************

   

  

  Business Response

  Date: 04/10/2024

  Hello,
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it caused.
  
  As previously discussed, the customer has initiated a dispute with through their financial institution. Due to this, we are unable to refund or provide a replacement. The dispute was finalized on 02/26/2024. The refund would be issued directly through the customer's financial institution.
  
  Our owner should work with their financial institution going forward, as it is now up to them to complete the refund.
   
  Thank you,
   
  Dyson,Inc

• Initial Complaint

  Date:03/26/2024

  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 have a less than three-quarter of a year old Dyson GEN five outs size that has had the head break for the vacuum and just as the last time I had a vacuum that the motor had failed. I was told the part was out of stock and that the systems were down for maintenance and I had the exact same thing happen this time Spending over $1100 to replace the last one Speaking with the customer service team who do not understand English, it is beyond frustrating to spend this much money and have such a cheap experience by this brand, and then the part is out of stock, but we can do advanced replacement only to sit there and not understand what advanced replacement is. At the end of the day, all I want is a new motorhead that doesnt have a wheel busted off of it and going two weeks without a vacuum is completely unacceptable Id like a motor or an advanced replacement shipped or I will have Dyson be requested to send a box and I would like a full refund and I will never shop with this brand again. If this is how customer service is now handled its disgusting and very disappointing.

  

  Business Response

  Date: 04/04/2024

  Hello,
  

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

  We have reviewed customers complaint and confirmed the required part is currently out of stock. While the Dyson warranty covers manufacture defects, and does not cover wear and tear or accidental damage, as the part is unavailable, and there is currently no estimated restock date, an exchange has been offered under the terms of the warranty to ensure the quickest resolution.
  

  Dysons exchange policy requires the original product be received and confirmed in the warehouse via serial number prior to a replacement processing. Once confirmed, the replacement should be received within 10 to 14 business days. If owner does not have a box, they can use the reference number provided to have the product packaged and shipped through a *** Store at no charge.
  

  Dyson offers a 30-day return period for all new products purchased directly through Dyson. Outside of this return window, purchases are not eligible for refund. Purchases ***************** window are covered by the warranty and issues would be handled per the terms of the warranty. As the customers machine was purchased their product July 20, 2023, we would be unable to honor customers request for a return for refund.
  

  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:03/25/2024

  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.

  Several parts included in box there was no instructions included. I had to go to internet to find out what they were for.I also had a question relating to the beater bar if it could be turned off, as I noticed the bar was scratching the surface of my wood floor. I made 4 calls and each time the reps had VERY VERY poor English speaking skills. So I asked for a supervisor and every single time I was refused. Last call 5th time left on hold after asking for supervisor for over 50 minutes. One rep ********* from Columbia read from script and went on and on, which had nothing to do with my question to him. This was very telling to me that I consistently got TERRIBLE no-customer service. So I am returning the stick vacuum immediately.

  

  Business Response

  Date: 04/03/2024

  Thank you for contacting Dyson. We are sorry to hear of our owner's concerns, and our sincerest apologies contact with our support teams did not meet expectations.
  
  We are sorry to hear our owner has elected to return their purchase.  As the machine was purchased from ****** our owner should inquire with them to proceed with return, if eligible.
  
  Our owner should contact Dyson Support should they have further questions or concerns.
  
  Thank you.
  
  Dyson, Inc.

  

  Business Response

  Date: 04/04/2024

  Hello,
  

  Thank you for contacting Dyson. We apologize for any inconvenience. 
  In an effort to be more environmentally conscious, Dyson no longer provides physical manuals with our products. All manuals can be accessed digitally through Dyson.com. 
  

  We are sorry to hear the customer had negative experiences when reaching out for assistance with their new unit. Dyson prides ourselves in our innovative technology and we continuously strive to develop our Techsperts to go above and beyond for our Owners.
  

  Dyson manufactures vacuum cleaners in varying strength and function that are suitable for most flooring types. However, we are unable to test our machines on every flooring permutation. Therefore, we always recommend that you contact your carpet retailer/manufacturer before using your new Dyson.
  

  Dyson offers a 30-day money back guarantee for new machines purchased directly through Dyson. As the customers purchase as through a third party, customer would need to reach out to the retailer for assistance with a return based on their return policies. While we do understand the customers frustration, we would be unable to honor a request for compensation related to the owners travel to and from the retailer when facilitating the return.
  

  Thank you,
  Dyson,Inc. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21484870
  
  I am rejecting this response because:
  I do not agree with how they handled this matter.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/10/2024

  Thank you for contacting Dyson,
  
  We do apologize for the inconveniences and frustration experienced by our owner, however, as stated, we would not be able to provide any form of compensation for travel time and gas expenditures. 
  
  We do take all of our owner's concerns seriously and are reviewing all contact the owner had with our support channels.  Findings will be shared with Dyson Global leadership and directly with the appropriate supervisory teams to address any areas of concern at the agent level. 
  
  Sincerely,
  Dyson ****

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21484870
  
  I am rejecting this response because:
  Dyson should have enclosed documentation stating complete documentation can be found online about the product purchased. There were 2 items enclosed for which there was nothing telling me what they were. And further several calls later still shed no light on what those 2 items were. When I asked if the beater bar could be turned off, no one could answer my question. When I asked for a supervisor I was refused 3 times. 4th time I was told a supervisor would return my call. No call was ever received. Deplorable service to say the least. Making tons of money in products sold and zero customer service, appalling.
  

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