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 Direct, Inc.

  7485 Dean Martin Dr STE 110 Las Vegas, NV 89139-5978

• 

  Dyson, Inc.

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

  
• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson, Inc.

  600 W. Chicago Avenue, Suite 275 Chicago, IL 60610

  

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:02/27/2024

  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 ordered a replacement air wrap for my wife on December 5, 2023 after her original air wrap was lost by Dyson in their *********** repair facility in September . The replacement air wrap contained short barrels. My wife's machine had long barrels. I have sent numerous emails requesting assistance with no meaningful response . The customer service people don't seem to know the difference between long barrels and short barrels or what to do. I am so frustrated with their responses . The is the serial number ***************

  

  Business Response

  Date: 03/09/2024

  Hello,

  Thank you for contacting Dyson. We are sorry to hear of the frustration caused. 

  After review of the customers account. The customers replacement unit in exchange order **********, we have confirmed, was our Airwrap Multi-Styler Long Complete. The customer also placed a new order that was not for our Airwrap long unit. 

  We apologize, however, we would not be able to provide the long barrels at no charge. At this time the long barrels are out of stock, however once in stock the customer can purchase them here: *****************************************************************************************.

  Thank you,

  Dyson, Inc.
  

• Initial Complaint

  Date:02/27/2024

  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 a Dyson V15 Detect from Dyson, and it did not work when we opened it. It was defective, and the rotor heads would not spin. I spent weeks trying to get a return label directly from Dyson, which took multiple phone calls, chats, and emails. On two occasions, their customer service representatives hung up on me after placing me on hold. Those phone calls took almost 2 hours up to that point, which was very painful and time consuming. Eventually, after chatting with someone through their website, I received a return label by email, and the tech assured me in writing that I could take the device to **** where they would pack and ship it for me (we no longer had the original packaging). Instead, when I arrived to **** they told me they could not pack it with the label Dyson supplied, so I ended up getting a box and packing it all myself. I sent the device to ********************** via *** on January 30, 2024. Dyson acknowledged receiving it on February 14, 2024. They sent me an email saying my refund would be processed in 7-10 days, but I still have not received my money 13 days later. I want and need the refund ASAP. The device did not work, and I returned it to them within the return window. I have attached the documents showing the purchase and the confirmed return. Dyson's business practices are totally unacceptable and have deprived me of funds for way too long. They also made the return process almost impossible to complete despite claiming on their website it's supposed to be hassle free. I've never had a worse customer service experience in my life.

  

  Business Response

  Date: 03/09/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  In review of the customers order, the customer filed a dispute on the charge. With an open dispute Dyson is unable to provide a refund. The customer would need to contact their financial institution regarding the ongoing investigation, and the refund they are requesting. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:02/27/2024

  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.

  On December 11, 2023 I purchased a Dyson hair dryer directly from their website for $349.79 as a Christmas gift for my daughter. On December 27, 2023 my daughter used the dryer and was unsatisfied with the amount of time it took to dry her hair (40 minutes). On December 28 I requested a return request through their website. I never received the shipping label. On January 2, 2024 I called to request a return again. I received the return label the next day. On January 9 I packaged the product with the return label they provided and sent to their return department via **** I have shipping and receipt confirmation that the product was received. Between January 31 and February 22 I have made seven (7) phone calls and sent four (4) emails inquiring about my refund. I received 2 emails early on in this process stating someone would get back to me. Each phone call I made resulted in a response that you will receive and email from us within ***** hours. I have never received any communication from them since February 5 in which the email said I would receive a response. Each time I called I was asked for return delivery confirmation (which I provided the tracking and delivery number) and I stated this is my 3rd, 4th, 5th etc. time calling. They have refused to send me my refund even though I have proof of return delivery of the product. This is too much money for me to ignore.

  

  Business Response

  Date: 03/08/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  

  We refunded the customer in full on 02/29/2024. If the customer still has not received this refund, we encourage them to reach out to their financial institution. We apologize to the customer for the delay.
  
  Thank you,
  Dyson,Inc.

• Initial Complaint

  Date:02/27/2024

  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 just read the refund complaints about Dyson on the BBB site. I too am experiencing the same problem others have noted in their complaints.Dyson confirmed receipt of my unopened V8 Absolute on 2/6/24. After numerous phone calls regarding my refund,, an e-mail with the subject matter REFUND COMPLETE (reference number **********) was received on 2/20/24 with a note indicating it may take up to seven days for the refund to post with my credit card issuer. The seven days have past and still no refund.

• Initial Complaint

  Date:02/27/2024

  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.

  I returned an unopened device. It was received by Dyson on 1/4/24. It's 2/27/24 and I've not received my credit. I've called multiple times and emailed at least 10. Two weeks ago, Dyson said the credit would hit the next day...it did not. Last week Dyson said the credit would hot Monday, 2/26/24...it did not. This was a Christmas gift return which Dyson authorized for return via **** The *** website and people at Dyson all confirm the return was received. I just want my $300 credit returned back to the credit card I used for purchasing the machine. Dyson order # **********. Dyson return reference # **********.

  

  Business Response

  Date: 03/08/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have refunded the customer in full for their order on 02/20/2024. If the customer states that they have not received this refund, they should reach out to their financial institution.

  
  Thank you,
  Dyson,Inc.

• Initial Complaint

  Date:02/26/2024

  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 ordered a Dyson hairdryer in Ceramic pop. I paid $429.99 before taxes. The items sent to me was replacement air filters that I never ordered nor have anything that those are used for. I contacted Dyson on 12/21/23 of the mistaken items sent to me instead of a hairdryer. I was sent a link to submit pics and was sent a return label. I returned the items via *** as instructed and those items were received at the Dyson warehouse on 12/27/23. I have made multiple phone calls regarding my refund. I am never given a reason why my money has not been returned and every time I call Im told the information will be sent to the refund department.

  

  Business Response

  Date: 03/11/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have refunded the customer's remaining order today, 3/11/2024. The customer should allow 3-5 business days for this refund to go back to their original payment method at the time of order placement. 
  Thank you,
  Dyson,Inc.

• Initial Complaint

  Date:02/26/2024

  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.

  Executive summary: Dyson has a returns policy that provides refunds will be made ***** business days after a product return has been received. My product ($519.59) was received on January 17, 2024. It has been forty days with no refund despite multiple calls and e-mails. Additionally, Dyson altered their webpage to no longer show the applicable and promised return policy for December holiday purchases. Further, there are many other people experiencing this same issue (as obtained via Reddit). Dyson has a history and practice of unfairly withholding returns from customers. November 25, 2023 Order Placed, Order No. ********** for $519.59 Airwrap product.November 28, 2023 Order is delivered. January 5, 2024 Return order placed within holiday return policy permitting returns through January 31, 2024.January 8, 2024 Having not received any return label, ***** calls Dyson and received label, mails return same day through **** January 17, 2024 Dyson receives the returned product. February 6, 2024 Rabia e-mails Dyson to ask when refund will be processed (return policy says refund will be processed and received within 14 business days of product return receipt), 14 days have already passed.February 12, 2024 Having heard nothing back, ***** calls Dyson. Service representative says refund is being processed and confirms it should be received any day now.February 16, 2024 **************** representative e-mails Rabia to say refund was initiated on February 12, and that it will be received 7-10 business days and requests that she wait until that time. E-mail also encourages Rabia to purchase more Dyson products and advertises them unsolicited. February 26, 2024 40 days after return is received by Dyson, and after the waiting period specified on February 16, ***** files complaint with BBB.

  

  Business Response

  Date: 03/07/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have refunded the customer in full for their order on 03/01/2024. We apologize to the customer for the delay in this refund. If the customer is still saying that they have not received this refund, we encourage the customer to reach out to their financial institution.
  
  Thank you,
  Dyson,Inc.

  Customer Answer

  Date: 03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While I am satisfied that I was refunded, I still believe you practice unfair business practices and that you should amend your policies and practices to fairly treat consumers. 

  I will never purchase, nor recommend any other person purchase, Dyson products again. 

  
  Sincerely,
  
  Rabia ***************************

• Initial Complaint

  Date:02/26/2024

  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 bought, in the past, a DYSON vacuum cleaner. Recently, I needed to a part for my vacuum. That went fine. During my conversation with the DYSON sales agent, they reminded me that I could get a 20% discount if I bought a new DYSON vacuum as part of the owner's loyalty program. I thought I could use another vacuum cleaner so I went to the Dyson website to pick one. To get the 20% discount I needed to call a DYSON sales rep. to get the 20% discount code. They informed me since the vacuum cleaner model was already on sale, I was not eligible for the 20% discount. I believe the company is being unfair not allowing me the discount for 2 reasons:1. The customer sales rep who said I could get a 20% discount on a new DYSON vaccum never mentioned any "conditions".2. When you go the the DYSON webpage regarding the 20% discount, it mentions the discount for a new vaccum cleaner and on the same page it shows various models of vacuum cleaners ( including the one I wanted which was on sale)... which to me implies "here are some models to chose from to apply your 20% discount" ( including the one that I want that is on sale.) Here is the webpage: *****************************************************************************************. I was hoping to purchase the DYSON V8 *********** didn't buy anything yet. I spoke with a rep and a manager and they both couldn't see my point about the misleading webpage. I might buy a DYSON still...but maybe not from the webpage. I think if I do buy another DYSON vaccum cleaner ( maybe from another store) , I should get DYSON credit (20% of the $349.99 price of the model I want listed on their webpage).

  

  Business Response

  Date: 03/07/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  While the customer can use their 20% discount/Owner Rewards on eligible machines (not every machine or product is eligible for this discount), the discount cannot be used for an item at a sales price. On our website, under our terms and conditions, Dyson states that the Owner Rewards discount cannot be combined with other sales offers. The customer can view the full details by copying and pasting the following link into their browser ******************************************************************************************. For full transparency, we have provided the text that is displayed on our website: 

  "Owner rewards
  This is an exclusive offer available only for Dyson registered owners. This offer cannot be transferred or shared. Offer does not apply to and may not be used in conjunction with any other offers, sales, coupons, and promotions, with the exception of free/discounted tool, filter, or accessory offers, which may be combined with this offer; however no additional discount will be applied to any discounted tool, filter, or accessory. Offer only valid on Dyson.com, Dyson Demo Stores, Dyson Service Centers, and through the Dyson Helpline. Offer only available from 12:00 am CST February 25, 2024 through 11:59 pm March 17, 2024. Qualifying customers will receive 20% off the full price of select, in-stock cordless stick vacuums, upright vacuums, canister vacuums, lighting, and air purifiers. Limit of one (1) machine at 20% off discount per customer. Additional purchases not eligible for discount. Offer only valid while supplies last and does not apply to prior purchases. Offer only valid for end-user customers and does not apply to purchases by distributors, resellers, retailers, or other parties. At this time, this offer excludes Dyson Airblade hand dryers, Dyson Zone headphones, Dyson haircare, Dyson V15s Detect Submarine vacuums, or Dyson engineered tools, parts, accessories, and refurbished machines. Dyson reserves the right to withdraw, amend or otherwise modify this offer at any time without notice."
  
  Thank you,
  Dyson,Inc.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21348394
  
  I am rejecting this response because:

  The business did not respond to 2 of my concerns.  First, when I talked to Dyson customer service in the past about a ********************** Vacuum cleaner I already owned, the often mentioned a 20% discount if I buy a new Dyson Vacuum.  They never mentioned any "conditions".  

   

  Second, the Dyson website has a page (link sent before) with a heading about the 20% discount for the purchase of a new Dyson for loyal customers then and the heading says check out some of the new vacuums below (and there were pictures of new vacuum cleaners to buy on the same page).  Even if elsewhere on other webpages there are conditions listed to use the 20% discount, the page I looked at could easily be interpreted as " get a 20% discount by choosing a vacuum like the ones below). At the least, this webpage is misleading the public. 

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

  

  Business Response

  Date: 03/13/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We apologize to the customer for any confusing information regarding their Owner Reward Discount, either via communication (phone, chat and/or email) or via the website link. However, the information provided in our previous response is our current policy with the Owner Rewards discount. The details outlined in the policy are the current processes Dyson will follow if the customer would like to purchase a new product using their Owner Rewards. Dyson will be unable to deter from, or make exceptions to, the information that is listed in this policy. We shared the policy as stated on our website in our last response, and will also share it in this reply for full transparency, 

  "Owner rewards
  This is an exclusive offer available only for Dyson registered owners. This offer cannot be transferred or shared. Offer does not apply to and may not be used in conjunction with any other offers, sales, coupons, and promotions, with the exception of free/discounted tool, filter, or accessory offers, which may be combined with this offer; however no additional discount will be applied to any discounted tool, filter, or accessory. Offer only valid on Dyson.com, Dyson Demo Stores, Dyson Service Centers, and through the Dyson Helpline. Offer only available from 12:00 am CST February 25, 2024 through 11:59 pm March 17, 2024. Qualifying customers will receive 20% off the full price of select, in-stock cordless stick vacuums, upright vacuums, canister vacuums, lighting, and air purifiers. Limit of one (1) machine at 20% off discount per customer. Additional purchases not eligible for discount. Offer only valid while supplies last and does not apply to prior purchases. Offer only valid for end-user customers and does not apply to purchases by distributors, resellers, retailers, or other parties. At this time, this offer excludes Dyson Airblade hand dryers, Dyson Zone headphones, Dyson haircare, Dyson V15s Detect Submarine vacuums, or Dyson engineered tools, parts, accessories, and refurbished machines. Dyson reserves the right to withdraw, amend or otherwise modify this offer at any time without notice."
  
  Thank you,
  Dyson,Inc. 

• Initial Complaint

  Date:02/26/2024

  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 purchased a Dyson hair wrap. The Dyson website states free and easy returns. First, I had to speak on the phone with Dyson representatives 3 times just to initiate mu return. They list a 30 day return window and their inaction dragged out for almost 30 days post purchase. Now, Dyson has confirmed receiving my device but hasnt issued a refund. So I have paid Dyson $500 for a machine that I do not have in my possession and that they have not refunded me for. This feels like theft.

  

  Business Response

  Date: 03/07/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's account and see their order ********** was refunded in full on 2/29. It can take up to 1-2 billing cycles for the customer to see this refund on their statement depending on the policies of their financial institution. 
  
  Thank you, 
  Dyson, ***

• Initial Complaint

  Date:02/25/2024

  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.

  Date of trasaction: May 29, 2022 Amount paid: $499 2-year warranty by Dyson (valid thru May 2024)Filed for a new replacement machine under warranty exchange free of cost on Nov 19, 2023 and shipped my machine (air wrap) on Nov 29, 2023 (tracking number 1Z06R89V0340800304) via **** Delivered to Dysons warehouse (*******, **) on Dec 6, 2023. Dyson emailed on Nov 19, 2023 that once I return my old machine, I will get a new machine and the warranty for the old machine will be carried forward.Since Nov 19, 2023, the customer service team has not resolved anything. Dyson said they will ship a new exchange machine once they receive my machine at the warehouse (which they did on Dec 6, 2023). I have not receiced an email with tracking details of a new replacement machine nor I never hear back from their concern team as I escalated this issue multiple times.

  

  Business Response

  Date: 03/07/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  After review of the customers account and item returned, the item received was not what was expected and we are unable to provide a replacement. Dyson unit with serial number *************** would need to be returned before a replacement can be considered. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21344226
  
  I am rejecting this response because:
  Apologies for my delay in response. My complaint has not been resolved yet. I do not agree with the response that Dyson provided. I confirm that I returned and shipped my machine (Dyson unit with serial number **************** to **********************'s warehouse as attached proof of the item with the same serial number mentioned in **********************'s response. Based on the *** tracking number (which I provided in the original complaint and also attached in this email), my original machine has been delivered to Dyson warehouse as of Dec 5th, 2023. Please help re-open my complaint as the issue has not been resolved. In addition, I had a live chat conversation with one of the Dyson customer service agents (named *******) on March 12th, 2024. Please see attached screenshots of the conversation I exchanged with a Dyson agent via online chat. I was informed that the Dyson team will check with the warehouse and help me further and call me within ***** hours; however I did not receive a call or text or email from Dyson.
  
  Really appreciate your help and support.
  
  Thank you,

  
  YouJin
  
  

  

  Business Response

  Date: 03/20/2024

  Hello,

  Thank you for your reply to Dyson.

  The item received with tracking 1Z06R89V0340800304 was not a Dyson unit. We would be unable to provide a replacement unit until the Dyson unit with serial number *************** has been confirmed in Dyson's warehouse. This would be our final position.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21344226
  
  I am rejecting this response because: I shipped the correct item to the Dyson warenhouse. The serial number of my machine ***************** that I shipped is the same number mentioned in Dysons response. I do not understand why they keep claiming that they have not received the correct item. 
  
  Sincerely,

  
  Youjin Her