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. has 12 locations, listed below.

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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 Store

  8109 River Rd Petersburg Petersburg, VA 23803

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:05/01/2023

  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 placed an order for a refurbished V11 directly from Dyson on 03/16/23. The payment posted to my account that same day and shows completed. Since then Dyson has attempted to charge my card multiple times, 15 in the amount of $349.79 and once for $9.49. To add to my confusion, I did not purchase anything totaling $9.49 nor did my purchase require a shipping fee. In total, Dyson has attempted to charge my card $5256.34 for a $349.79 order that is completely paid for. I have contacted their overseas chat support, help desk members pretending to be supervisors, and their social media support many times. This issue continues. Thankfully I keep my card locked or Dyson would've stolen $5256.34 from me. I want my card information deleted from their system and I do not want any further attempted charges.

  

  Business Response

  Date: 05/02/2023

  Hello:
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of the customers concerns.  After reviewing the customers Dyson account there are no outstanding charges Dyson is attempting to collect.  We spoke to the customer on 4/13/23, at which time the customer indicated after contact with bank or card issuer there were no further concerns. 
  
  The customers Dyson account is being reviewed by our internal team to ensure this issue remains fully resolved.
  
  Thank you.
  
  Dyson, ***

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20002544
  
  I am rejecting this response because:
  When I spoke with Dyson on 04-13-23 there were no further attempts. However, they attempted again on Saturday and Monday. I do not appreciate their further attempts at deception, both with their response and attempting to steal from me. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/04/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  The customers account is being reviewed by our internal team to ensure no unauthorized transactions take place. 
  
  Should the customer deem necessary, they are welcome to contact Dyson Support to request complete deletion of their Dyson account altogether.
  
  Thank you. 
  
  Dyson, Inc. 

• Initial Complaint

  Date:04/28/2023

  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 received a damaged package. After being told to go through the shipper, I filed a claim through **** *** has advised they will take responsibility and pay claim. Dyson is saying they will only replace the machine if I return the damaged package which further inconveniences me. They are not offering any compensation for the false information they gave or the arguing I've had to go through to resolve the issue. They have received my payment and a reimbursement from *** so they are committing fraud by receiving 2 payments for one machine. I requested either a refund or a new machine and they will only do so after receiving my damaged machine. Reviews show they have a history of not following through with sending a new machine after receiving a broken product. To reiterate, they are receiving 2 payments for the 1 machine I received which is damaged and they refuse to compensate me.

  

  Business Response

  Date: 04/29/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of the customer's issue.  After review of the customer's account and serial number a product exchange was offered to resolve the issue.  Per our exchange process the customer is required to send back their damaged/malfunctioning unit prior to shipment of a replacement.  This determination remains final, and the customer will not be sent a replacement until such time the current machine is received.
  
  Dyson offers a 30 day return period for new purchases.  The customer's purchase was made on March 17, 2023, and therefore is no longer eligible for return and refund.  Our sincerest apologies for any inconvenience.  
  
  Thank you. 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19996743
  
  I am rejecting this response because:

   

   

   

   

  I am not satisfied. Dyson has done nothing to guarantee if I turn in my damaged machine that I will have a new one returned to me. They will also have received the additional monies from *** who took responsibility for the damaged package. I would like to note this seems a regular scam by Dyson as their own customer service representative advised me to follow this procedure which resulted in me having a damaged machine and Dyson receiving two full payments for it.

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

  

  Business Response

  Date: 05/11/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of the customer's issue.  After review of the customer's account and serial number a product exchange was offered to resolve the issue.  Per our exchange process the customer is required to send back their damaged/malfunctioning unit prior to shipment of a replacement.  This determination remains final, and the customer will not be sent a replacement until such time the current machine is received.
  
  Dyson offers a 30 day return period for new purchases.  The customer's purchase was made on March 17, 2023, and therefore is no longer eligible for return and refund.  Our sincerest apologies for any inconvenience.  
  
  Thank you. 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19996743
  
  I am rejecting this response because:
  The company has a history with BBB of not sending a replacement once receiving the return. The company gave me misknformation in March 25 when I called customer service but they mysteriously have no record of that call, which lead to me having to file a dispute with *** for a damaged package and forced me to go outside of their stated return window. The company has to complete the damaged package form in the dispute window through *** and will be give the money for the vacuum and I already paid also so if they send me a new vacuum they are not out any money and I don't have to fight for a new vacuum. I was told they would send me *** tracking or have *** pick up the vacuum from my home. Dyson has done nothing to establish this and in fact sent me communication to provide them with the tracking information when I send the vacuum back thereby insinuating I am responsible for the cost of return.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/28/2023

  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 Corrale straightener on Jan. 19, 2022. The straightener arrived Feb. 2, 2022. I paid a total of ******. As stated in the Regulatory compliance and safety information manual I received with it, this product has a warranty of 2 years. I bought this product after watching paid promotions which stressed this. This is such an expensive straightener, I would not have purchased it otherwise.About a month ago, I emailed Dyson to let them know my straightener was not working properly. I can only use the straightener 10 minutes at a time, or 15 when plugged in, when Dyson states that the straightener should last 30 minutes without having to be plugged in, when fully charged. I received a reply telling me my warranty was expired, as refurbished products only have a 6 month warranty. However, I was never informed of this by Dyson. No information that came with my product mentioned this, in fact, not even the manual it came with mentions this. I received no emails etc. to let me know about this limited warranty. Had I known, I would have returned the product. Moreover, Dyson employees told me over email that my warranty started in Oct. 2021, months before I purchased this product. I asked why and no one gave me an answer. Dyson even sent me a separate email stating that I had purchased the item in Oct. when I have proof this was not the case. Finally, I was told to go to a Dyson center where I would have to pay to have the product repaired, which violates the terms of the warranty. I was then told to communicate with Dyson employees over chat, but the link they sent me did not work. I attempted to communicate with them over ******** and was again given no explanations, told my warranty had started running months before I even purchased this machine, and had expired two months after I bought it. The person who communicated over me on Whatsapp was not reading the messages I sent them, which makes me think they were automated replies by a machine.

  

  Business Response

  Date: 04/29/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of the customer's issue.  After review of the customer's serial number, prior communications, and attached screenshot this refurbished product was not purchased from Dyson Direct.  As such, warranty dates are estimated based on the manufacture date of the machine.  The customer's machine is also not eligible for return or refund with Dyson. 
  
  Refurbished Dyson ******* machines have a one-year warranty.  Dyson 2 year warranty only applies to machines purchased brand new.  Based on the above, the customer's machine is out of warranty and is not eligible for replacement.  Our sincerest apologies for any inconvenience.  
  
  Troubleshooting remains available to the customer via ********************** live chat, email, or phone.  Any replacement parts or repairs, if deemed appropriate to resolve the issue, are chargeable to the customer. 
    
  
  Thank you. 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19995429
  
  I am rejecting this response because:

  Previously, Dyson employees told me that my refurbished product had a warranty of 6 months. In this reply, Dyson is saying it had a warranty of one year. The instruction manual that came with the machine said 2 years, and did not mention anything specific about refurbished machines. Evidently, there isn't a policy in place to deal with situations arising with this product. If there was, the replies would not vary to such an extent. Again, this warranty policy was not on any of the information I received from Dyson. At this point, I am of the opinion that they are making it up, as they can't even keep their responses constistent. I find it incredibly unfair to the consumer that this company can seemingly just make up policies as they wish. Due to this, I reject the response. Thanks.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/04/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  Refurbished Dyson items may have varying warranty periods based on the type of product.  Our apologies for any confusion regarding our warranty terms.   
  
  Based on the customers refurbished machine serial number and purchase date, the customer's machine is out of warranty and is not eligible for replacement.
  
  Thank you. 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19995429
  
  I am rejecting this response because:

  Dyson is not honoring the warranty as described in the materials that were accompanying the product I purchased. Responses from various Dyson employees have all been different, indicating that they are either making the information up, deliberately lying or unaware of their own policies. There is no confusion here, just an orchestrated attempt to deceive consumers and evade responsibility. I will not accept any response in which Dyson refuses, again, to take responsibility for their actions and honor the warranty that came with my product when I received it. 

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

• Initial Complaint

  Date:04/28/2023

  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.

  We purchased the Animal Stick from Best Buy and it never worked. It does the trick where you trigger it, it starts then stops immediately. Worst customer service I have ever seen from a company supposedly a master! Every call is hours on phone, no resolution, only things that are obviously metrics for call staff. First customer agent said we had to try new batteries or he could not help us. So, 4 months or so we get new batteries (we had 2 already and both repeated the problem so this was pure wasted time). When we finally run the phone gauntlet to talk to someone, they now say the main part of this brand new stick vacuum had to be replaced and he would put in an order. We were hopeful for the first time things were going our way. Except months later we get a brief email saying that the bodies were out of stock and they were cancelling the order.So we spent hundreds of dollars on a vacuum we have never ever been able to use in the 3-4 years we have owned it. The attitude of call staff is they have to get ** off the phone asap so they invent useless scenarios they have to send new parts for.The box that it came it (we still have it) says you can get your money back and does not list limitations. I want a refund (I will not ask for the hours we have spent trying to make it work, try to talk to a live human, plus the replacement we had to buy (another brand thankfully. Dyson will never cross our doorway again)/

  

  Business Response

  Date: 04/29/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of the customer's issue.  Based on the information provided in this complaint we were unable to locate an associated Dyson account by way of name, phone number, address, or email address.  We ask the customer provide the serial number of the machine in question as it may be under a different purchaser's information.  
  
  Dyson offers a 30-day return period, from original date of purchase, within which the customer can return their product for a full refund.  Returns must be completed at the retailer from which the purchase was made.  As such, based on the information provided in this complaint this purchase would not be eligible for return and refund with Dyson Direct as it was purchased from Best Buy. 
    
  
  Thank you. 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19994832
  
  I am rejecting this response because:

  1. It never worked. I am not sure when the initial contact was but it was not far after its purchase.

  2. You  could not/cannot easily contact a service person to easily troubleshoot within your warranty period

  3. I have attached a screenshot you sent when we registered its warranty (what did that mean)

  4. My wife and I are handicapped and cannot drive the 50 miles to one of your service centers and cannot drive it.

  5. We have been sent useless batteries just because its "the next step" when we had 2 brand new ones that repeated the probem.

  6. The box you sell these in clearly states you can return for a full refund. If you try to impose your 30 day warranty, does Dyson have any responsibility toi deliever a unit that works in the first place before the 30 days begins?

   7. The last service person ordered ** a new body (made s happy) then we get a note a few months later saying the replacement body order has been canceled, no "we will reorder when its back in stock  just a fare-the-well.

  8. Isn't Dyson supposed to be better than  this?

  9. Our last purchase of Dyson at this state (after 4 ball cleaners here).
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/04/2023

  Hello:
  
  Thank you for contacting Dyson.
  
  We have contacted the customer ************************ via email to address their concerns.
  
  Thank you,
  
  Dyson, Inc.

• Initial Complaint

  Date:04/28/2023

  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.

  Called Dyson on 03/27/2023 and arranged for a warranty exchange on a hair dryer.Dyson provided a Reference number ********** to mail via UPS.I dropped off the defective hair dryer on 03/31/2023.Two weeks later, I called Dyson and provided tracking numbers and was told that I should receive the new hair dryer in about three days.It has been over a month since I first contacted them and have yet to receive the replacement.I called today and I am given the run-around, not confirming that a replacement was shipped.After being on the phone for over one hour, I still was unable to talk to a manager or supervisor.I would like a competent manager to call me @ ************

  

  Business Response

  Date: 04/29/2023

  Hello: 
  
  Thank you for contacting Dyson.
  
  Per our exchange process the malfunctioning unit must be sent back prior to shipment of a replacement.  Per our return warehouse reporting we have not received the machine in question from the customer. 
  
  On 4/14/23 we asked the customer via email to provide the tracking detail for the incoming shipment; this request remains unanswered.  The customer should provide this information and, once received, we will further review the request. 
  
  Thank you. 
  
  Dyson, Inc. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19994444
  
  I am rejecting this response because: see attached proof of delivery. The item was received by your warehouse on April 4th, before your response. There was no reason for me to spend hours on the phone with Dyson customer service to resolve this issue. ********************** should have sent me the replacement hair dryer as soon as they received my defective one. In fact, I firmly believe that a replacement should have been sent to me FIRST, then wait to receive the defective one, if you claim to have superior customer service!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/04/2023

  Hello:
  
  Thank you for contacting Dyson.
  
  After further review the customers replacement order was shipped on April 29, 2023 and delivered on May 2, 2023 with *** Tracking # 1Z58333R0383661831.
  
  We thank the customer for their continued patience and our apologies for any inconvenience.
  
  Thank you,
  
  Dyson, Inc.

• Initial Complaint

  Date:04/25/2023

  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.

  Bought Dyson Supersonic for $525 CAD (incl. Tax) from Bed ************* on 04/09/2021. Machine stopped working completely within 2 year warrantee window, followed Dyson troubleshooting & recommended steps but did not resolve the issue. Contacted customer support (including proof of purchase) in order to request a replacement but Dyson are refusing to honour the warrantee. Customer support representative instead offered a 20% discount on a new device which is completely unacceptable. Dyson's 'hassle-free' warrantee clearly states that if the device breaks down within the warrantee period, which was the case here, then it is their responsibility to repair or replace it - however, they are refusing to do so.

  

  Business Response

  Date: 04/27/2023

  Hello,

  Thank you for contacting Dyson.

  We have reviewed Dyson records and we find no product registered to the customer with the information they provided. Additionally, we find no phone calls from the phone number listed on this complaint, or emails from the email address listed. To review this complaint further, we would need the information associated with the customer's registered account and the machine's serial number. 

  Thank you,

  ********************** 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19983402
  
  I am rejecting this response because: (additional information was requested and provided below). Product is registered to **************** from email ******************** serial no. ***************
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/28/2023

  Hello:
  
  Thank you for contacting Dyson. 
  
  Were sorry to hear of the issue with the customers Dyson product. 
  
  The customer reported this issue to ********************** on 4/13/23.  No contact prior to this date was located based on the customers email address, serial number, and phone number.  Warranty related claims are based on date of reporting;as such, the customers product was out of warranty at the time of inquiry and is not eligible for replacement.  Our sincerest apologies for any inconvenience. 
  
  Troubleshooting assistance remains available to the customer via our support channels (live chat, email, phone.) 
  
  Thank you.
  
  Dyson, Inc.
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19983402
  
  I am rejecting this response because: the fact of the matter is that *the unit failed within the warrantee period* and we first followed the Dyson recommended troubleshooting steps (from the website) and then contacted Dyson when none of that worked. Dyson's own warrantee wording on the website clearly states coverage of faults which *occur* within the warrantee window - this is not being honoured. **Buyer beware, if you are thinking whether it is worth buying Dyson then consider that you may be paying 10x too much on a device that has a shorter lifespan than the industry standard and when it does fail just inside of the 2 year window then Dyson will not honour the warrantee and you will be stuck with an obscenely expensive paperweight - it would seem that Dyson does not stand for quality product nor customer service**
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/25/2023

  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 an attachment for my Dyson hair dryer in Jan 2023 for $39 ($53 with tax and shipping). It caused the dryer to overheat therefore I requested to return it. After a few emails I finally got a response that I was allowed to return the item and was sent a return label. I sent the item and even received an email from dyson that my return was received. It stated my refund would be issued in **** days. It has been two months and I have not been refunded. Each time I escalate this or ask them to look into I get the same basic response which is that once the item is received they will refund me. Ive even included the email from them stating my item was received but all of their responses appear to be generic and unhelpful. I opened a credit card dispute and dyson denied it showing the purchase transaction. Im not denying I made the purchase but I also returned it.

  

  Business Response

  Date: 04/27/2023

  Hello,

  Thank you for contacting Dyson. 

  We have reviewed customer's complaint. ********************** did receive a package from customer, however our warehouse has confirmed the box was empty and we did not receive the Dyson product. Warehouse confirmed the box was in good condition and sealed upon receipt. As Dyson has not received the product, no refund would be processed. If customer wishes to return the product, they can reach out to Dyson support to request a new return label. Once the item has been received and confirmed in our warehouse, a refund would process. 

  Thank you,

  Dyson, Inc. 

   

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19981129
  
  I am rejecting this response because it is simply not true. I honestly believe that Dyson is saying this to try to close out the case and because there would be no other valid reason for them to have gone this long without refunding me. Despite numerous other follow-*** this reason was never given to me. 

  If this is their stance, it is my word against theirs without any proof on either side.  Clearly they "win" because they have my funds and a made- up reason for not refunding me. That seems utterly unfair.  I know the item was in the box when I sent it.  I would not go through all of this time, frustration, and follow-up for a $50 item for the fun of it. Do they actually have proof?  What is the process for verifying returns?  Do they have video showing the supposed empty yet undamaged and sealed box?

  The customer service I received was abysmal and I will never purchase another product made by Dyson again. I am beyond disappointed in this response and wonder how many othe consumers have gone through this same thing.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/04/2023

  Hello:
  
  Thank you for contacting Dyson.
  
  After further review of the customers complaint our findings remain the same.  As Dyson has not received the returned product a refund cannot be processed.  Our sincerest apologies for any inconvenience. 
  
  Once the item has been received and physically confirmed in our warehouse a refund can be processed. If needed, the customer is welcome to contact ********************** support to request a new return label.
  
  Thank you,
  
  Dyson, Inc.

• Initial Complaint

  Date:04/24/2023

  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.

  Bought a Dyson Ball Animal almost $500. Worked twice & failed after some back & forth got it returned to Dyson then got a message that the model I returned was in not available and they offered me a lessor model which I agreed to now over a month after this adventure started still no machine. Dyson is claiming some glitch with *** and to wait another 14 days to investigate I asked to speak to a supervisor and was told no one was available. I said if they couldnt produce a replacement then how about a refund no luck there either I may eat this $500 but I will strongly encourage all not to purchase a Dyson Our previous vacuum was a Dyson that lasted a long time etc so purchased another . Things must have changed it would have been easier to take 5 one hundred dollar bills and burned them for entertainment .Exchange no: **********

  

  Business Response

  Date: 04/25/2023

  Hello,

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

  Customer's original machine was the UP16 Animal, retail value $349.99. As Dyson does not have stock availability, customer was upgraded to the UP20 Animal, retail value of $399.99. A replacement machine has been shipped to customer via **** however tracking has not been updated since April 17th. Dyson has reached out to *** to initiate an investigation. If the package is located by **** delivery will be completed. If *** is unable to locate the package, Dyson would issue a replacement unit. Investigations can take up to 8 business days to complete. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19977401
  
  I am rejecting this response because: song & a dance
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/28/2023

  Hello,

  Thank you for contacting Dyson.

  *** has completed their investigation and a replacement vacuum was sent to customer. *** tracking shows this was delivered to customer Thursday, April 28th to the Office and signed for by ****. If customer has not received their package, they would need to follow up with their apartment leasing office. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/28/2023

   
  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. I havent opened the Dyson box as yet in that it arrived one hour ago,,, so hoping it functions
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/24/2023

  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 recieved a dyson hair dryer as a birthday present. It was previously bought 4/1/2023 at a local best buy. After the 5th time using it, 4/23 it stopped working mid doing my hair.I reached out to live chat agent ***** 4/23 who after trying to trouble shoot reffered me to ************************************ since the box it came in I threw out, and I took off the tag on the hair dryer not realizing those are the only two sources of serial number. He assured me ********************** would take care of me, and replace my hair dryer.I then talked to jasvir, mudiraj and ****** 4/23 and 4/24. I explained the situation, attached a video of the malfunctioning hair dryer and receipt from best buy. All had vague replies of needing a serial number. After I explained to each one the circumstance. Leads me to think they are not fully reading, comprehending or caring about me, the customer. I am stuck in a loop and each time I ask to speak to a manager a response of "located serial number" is not an answer to my problem. Having attached a reciept as well as evidence of my hair dryer broken- I believe dyson should be held reliable in replacing it. The customer service is frustrating and just sends out generic answers without fully reading the complaint and what I need help with. I will not be a returning dyson customer if this is how they treat there customers.

  

  Business Response

  Date: 04/25/2023

  Hello,

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

  Dyson products are identified by a unique serial number. This number allows ********************** to confirm the warranty of a machine.The serial number is located on the tag attached to the cord and should not be removed. As customer has removed the tag, ********************** would have no way to identify the machine and the warranty associated with it.

  While the customer did provide a proof of purchase stating machine was purchased through Best Buy, we have reviewed the receipt with Best Buy and confirmed it was not a legitimate receipt. 

  At this point, Dyson would provide no additional assistance outside of troubleshooting or a free inspection. All parts and repairs would be chargeable. Customer can visit the ********************** ************** in their area to have the machine inspected.

  Dyson **************
  *********************************************************************************
  Tel: **************
  Operating hours: Tuesday through Saturday 8:30AM - 3:00PM Closed for lunch: 1:00 pm to 1:30 pm  

  Thank you, 

  Dyson, Inc. 

   

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19976827
  
  I am rejecting this response because:

  
  That is the reciept that family member provided.

  i called dyson service center and they told me- without serial number they will not service but recommended to reach out to dyson.

  Once again, no resolution, only being looped through the company and passed off. Getting told to ************* center, for them to say to contact dyson experts. Neither of which has handled me as a customer fairly, nicely, or understanding.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/28/2023

  Hello,

  Thank you for contacting Dyson.

  Without a serial number and valid proof of purchase, the machine would carry no valid warranty. Customer provided a falsified receipt. As such, we would be unable to offer any assistance outside of a free inspection and chargeable repair. Customer would need to visit ********************** ************** in their area for assistance. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19976827
  
  I am rejecting this response because:
  Once again- what I previously stated in last response that was not addressed and just reiterated. I contacted dyson service center for them to tell me they will not look at my machine since I cannot provide serial number. I stated that in my 1st response for the answer to be the same bring it to a service center- service center is unwillingly.

  The reciept is what was provided to me- this was a PRESENT. I wasn't there at time of purchasing. Luckily I was able to have a reciept.

  At this point- i am came to terms with dyson not providing any sort of help or care or concern outside of if i had the serial number with me that i mistakenly didnt realize was on the tag and and user manual. It's just a god awful loop of the same answers reworded.

  Consider your business as one less customer.

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

• Initial Complaint

  Date:04/24/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vacuum purchased 5/19/22. Canister broke. Contacted Dyson **************** to order replacement part as under warranty. Received confirmation email with order #**********. Was told the part was on backorder. I have contacted Dyson through their online Chat monthly since then to check on status. Keep being told on backorder. I contacted through Chat again 4/22/23. Was told item in stock, and received new order #**********, and an email would be sent. Never received email. Called 4/24/23 to inquire, and now being told my original order number doesn't exist and the item is not in stock. I keep getting lied to and receive different story every time I contact them. I feel they are waiting until the warranty is up and then they will try to charge me for the item. Or the item will never be instock due to discontinued item and they don't want to tell me. Either way, this is unacceptable, and am reporting them for being dishonest to their customers and not fulfullling their warranty promises.

  

  Business Response

  Date: 04/25/2023

  Hello,

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

  Customer's order has been pending, awaiting additional stock. We have now received stock to fill this order and anticipate the part shipping within the next 24 business hours. Parts can take 5 to 7 business days to ship. Customer can reach out to ********************** Support for tracking details. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19974922
  
  I am rejecting this response because:  Dyson said they had the part in stock and it would be shipped Tuesday.  Then I received this email:  

  Dear *****************************,
  
  Thank you for your recent Dyson purchase.
  
  Unfortunately, due to higher than usual demand, the (967363-02) Bin Assy is currently out of stock and we have had to cancel your order 1149452204.
  
  We sincerely apologize for the inconvenience.
  
  For any questions, please feel free to contact us.
  *********************************************************
  
  Also consider taking your machine into one of our Dyson Service Centers:
  ********************************************************************************
  
  Thank you for choosing Dyson.

  Nothing Dyson says is consistent, truthful and therefore, my complaint stands as I want other consumers to be aware of what they may be dealing with when they buy a Dyson product.  I am not asking the BBB to take any further action at this time.  I will buy another brand of vacuum.

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

  

  Business Response

  Date: 04/28/2023

  Hello, 

  Thank you for contacting Dyson.

  Customer's order is out of stock in ********************** Warehouse, however we have worked with our Dyson Service Centers to have the part fulfilled through them. Customer has confirmed receipt of the part and issue has been resolved. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that where they sent me the part, the experience was not positive. They lied and gave me misinformation multiple times and would not send the part until I reported them to BBB. Caution to customers if they want service or replacement parts for Dyson. 
  
  Sincerely,
  
  *****************************