Complaints

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:09/02/2024

  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 brand new Dyson airwrap machine was faulty, i initiated a replacement on december 26th. The machine arrived at the dyson warehouse January 19. I have spent more than 10 hours doing the run around with Dyson support team and they are now outside the 10 business days guaranteed for shipment of my new machine. Reference number: ********  Account number: ******** Tracking number for return: ************ Email: ********@***.ca

  Business Response

  Date: 17/02/2024

  Hello,

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

  In review of the customers account, the unit must be purchased from Dyson directly, and be within our return time frame to qualify for a return for a refund. We would be unable to provide a refund as requested. However, the customers replacement shipped 2/15/2024 and delivered on 2/16/2024, per tracking ************.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 17/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: you evidently did not review my file or any of the relevant information in my case. * ** ********** **** ** ********
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 28/02/2024

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

  Dyson provides a 30-day return period for products purchased directly through Dyson. We are unable to offer a return for refund on products purchased through a third party. 
  

  While products purchased through a third party are not eligible for a refund through Dyson, when purchased through an authorized retailer, they carry a limited manufacture warranty that covers parts, repairs and exchanges if required for manufacture related defects. Exchanges typically take 10 to 14 business days to be delivered once the original has been received. This is an estimate and is not a guarantee.
  

  Customer received the replacement February 14, 2024, however reported the item was received opened. As such, a second exchange was created, and the replacement was expedited to owner. That order shows delivered February 16, 2024, with ********* tracking ************.
  

  Based on Dyson’s records as well as the couriers, customer’s replacement unit was delivered to the address they provided. At this point, Dyson would consider the issue resolved under the terms of the warranty.
  

  Thank you,
  Dyson, Inc. 

• Initial Complaint

  Date:02/02/2024

  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 am an existing Dyson customer with the DC37 vaccum. After 6 years of functioning it broke down so I placed a new order #********** on Dec/15/2023 which was supposed to be delivered on Dec 18 as per ********* tracking info. However, ********* randomly delivered the parcel the very next day on Dec 16 and because we were not informed, we missed the delivery. Their collection centre is 8km away and so I called ********* 3 times and requested for a re-delivery. I also involved Dyson to help deliver the parcel. ********* returned the package to Dyson instead of redlivering it. It has now been a month and I am struggling every weekend to call and ask about my parcel. I was told by Dyson that the manager would call me back in order to deal with the issue but they did not do so. * ****** *** **** ****** ** ** ***** *** ********* ** ******** ****** ********* ********* ** * ******* *** ************ ** **** ***** ** *** **** ***** *** *** **** ****** **** ***** **** ** ***** ******* ** ** ***** *s I was told I would be contacted yet I have not recieved any call. My case ID is #********. * ** ********* ************ ** *** ******* * **** **** ******** Its been a month and I have not only not received my package but no one is contacting me either.

  Business Response

  Date: 08/02/2024

  Good Afternoon,
  

  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have reached out to customer via the email address registered with their Dyson product to provide a resolution. Customer will need to respond to the email for further assistance. If customer has not received this email we would recommend checking their spam and junk folders.
  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Dyson is offering me:

  1-A standing vacuum

  or

  2-A refund of my money

  I have ordered a canister vacuum and  not a standing vacuum ******* * ** *** **** **** ** **** *** ********* ** ************  2ndly, I will not accept refund of my payment as I have been waiting for 2 months and it is not my fault if they do not have it in their stock.  They can give me a similar canister vacuum i.e. why I have given Dyson an option to send me a Dyson Cinetic Big Ball Animal Pro.They have this in stock too. So far,  they did not respond.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 22/02/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  As we are not able to provide a replacement machine due to lack of inventory and do not have any suitable equivalent models in stock, the customer has been issued a full refund for their order **********. This refund has been actioned in our system and the customer can reference **********. Refunds can take 7 to 10 business days to complete and 1-2 billing cycles to appear on the customer's statement. The refund will be issued to the original form of payment for order **********. If the customer is interested in taking advantage of our Trade Up Policy to purchase the Dyson Cinetic Big Ball Animal Pro they can contact Dyson Support for next steps.
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 25/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  ***** ******* ********** ********** ***** *** ******* ***** ******* ************  in their latest response to BBB, is still showing their inability to fulfill my order with the plea " Lack of invetory" whereas the vaccum has already arrived on Feb 16, 2024 well before their latest response to BBB.

  ***** ***** ** ************ ***** ***** ******** ******* *** *************** ********** *********** ************ ********* **** ** *** ********** I had been  religously following up with *********(shipping company) and Dyson for 2 months to get my order, but it was a total mess on their account. Dyson customer service firstly failed to coordinate with *********, then later with its own shipping department. Even this time, Dyson dispatched my vacuum without any prior intimation/tracking information.

  I wrote them another email following the delivery and protested that you sent me my original ordered vacuum exactly after 2 months without any information. **** ** * *** *** ** ***** ** ***** **** *** ** ** *** **** ******* ****** *** * **** ***** *** **** *********** **** ********* ***** ***** ******* ** ****** On Feb 22, 2024 I recieved Dyson's email regarding a refund of CAD379.99, whereas my order was CAD429.39 (tax inclusive).
  I thanked Dyson as they had given me the vacuum+refunded in order to compensate me.

  * *** *** ******* **** **** ** *********** **** ************ *** ** ************* Dyson should give me my order totally free and I will not accept anything lesser than that. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/03/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reached out to the customer directly to resolve. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 09/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Their offer of 1 free attachment with my current order or 30% discount on eligible items after return of this machine not acceptable to me. As I mentioned earlier, after *********** **** *********** *** almost 3 months wait period, Dyson should give me this machine as free.

  I have advised Dyson to comunicate with me through BBB Platform only and I will not reply their emails directly because BBB should know about Dyson response.

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

  Business Response

  Date: 28/03/2024

  Hello,
  

  Thank you for your reply. We are happy to address the concern through the Better Business Bureau. 
  

  As stated on Dyson website when placing an order, the provided delivery date is an estimate. We are unable to guarantee a specific delivery date. Customers are provided tracking information so that they can monitor the progress and delivery date through the courier. 

  While we do understand the customer's frustration, Dyson is unable to honor their request for a free of charge replacement. As the customer's order has been refunded, Dyson would require the unit shipped be returned with the prepaid shipping label provide. Customer has failed to complete the return of the reshipped product. 

  We are happy to provide the customer with the 30% discount off the regular retail price of a new machine as well as one accessory once we have received this return. In the event the customer fails to return the vacuum, the warranty of the product will be voided and we would be unable to assist the customer going forward. This would be our final position. 

  Thank you, 

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 02/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Their stance is not coorect. Their delivery attempt was not as per thier tracking. Its not only the delivery issue. * **** ********* ********* *** ***** **** ***** ** *** ** ********* *** **** ** **** ****** ** **** *******

  Moreover, The Dyson USA Escalation Team confirmed the unavailabilty of the machine and refunded my money after months. Infact, surprisingily, the same "unavailable" machine was delivered to me without any notice/information. Luckily we were at home to receive it.

  I bought this machine on almost 30% discount from their website, so offer of 30% discount for future buying is not any compensation to me and not acceptable to me. 

  I dont care if they are not giving me any warranty service on the machine. This is my final reply too
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 17/04/2024

  Hello,
  
  Thank you for your reply. This determination remains final, and our apologies for any inconvenience.
  
  As stated on Dyson website when placing an order, the provided delivery date is an estimate. We are unable to guarantee a specific delivery date. Customers are provided tracking information so that they can monitor the progress and delivery date through the courier. 
  While we do understand the customer's frustration, Dyson is unable to honor their request for a free of charge replacement. As the customer's order has been refunded, Dyson would require the unit shipped be returned with the prepaid shipping label provide. Customer has failed to complete the return of the reshipped product. 
  We are happy to provide the customer with the 30% discount off the regular retail price of a new machine as well as one accessory once we have received this return. In the event the customer fails to return the vacuum, the warranty of the product will be voided and we would be unable to assist the customer going forward. This would be our final position. 
  Thank you, 
  Dyson, Inc. 

  Customer Answer

  Date: 23/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  If their response is unchanged, my stance would be same too. Thats my final reply too.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:31/01/2024

  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.

  Date of issue reported: Dec 15, 2023 Issue: Machine power cutting out during operation, Intermittent power. Battery or machine replacement required. Date of purchase: 06/05/2022 Warranty: 2 Years Warranty valid until: 01/27/2024 Retailer: Dyson Canada Machine: Dyson V8 Animal Serial #: *************** Form filled out Dec 15, 2023. Dyson responded Jan 4. requesting warranty confirmation which was provided same day. I followed up on Jan 14 and Jan 19. Dyson is refusing to honour warranty.

  Business Response

  Date: 07/02/2024

  Hello,
  

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

  In review of the customers account, the customers unit - a refurbished V8 Absolute was purchased on 6/05/2022. Refurbished cordless units come with a 1 year warranty as provided on Dyson.com ****************. The customers warranty ended on 06/05/2023. All parts or repairs would be chargeable, due to the matured warranty.

  Thank you,

  Dyson, Inc. 

   

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Re-read the warranty activation email (Page 2) that Dyson provided, it states warranty valid up until 01/27/2024. Stating otherwise is misrepresentation by Dyson. 

  Serial number:
  ***************
  Warranty valid until:
  01/27/2024
  Date of purchase:
  05/06/2022
  

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

  Business Response

  Date: 21/02/2024

  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 can confirm the warranty for the customer's refurbished V8 has matured. If the customer has any questions regarding the warranty policy for Dyson refurbished units, they can visit our outlet site ****************. Refurbished cordless vacuums come with a 1-year warranty. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 23/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Read my previous response and supporting email. Providing erroneous information to customers is misrepresentation. 

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

  Business Response

  Date: 08/03/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  Dyson reserves the right to inspect units to validate warranty claims. Dyson would require an inspection prior to any further warranty assistance. The customer can visit the Dyson Service Center in their area to have an inspection completed. 
  
  Thank you, 
  Dyson, Inc

• Initial Complaint

  Date:29/01/2024

  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.

  Repeated misinformation regarding an exchange item due to faulty manufacturing. On December 12, 2023 I purchased (via PAD Agreement) a ***** V8 Origin Plus and a ***** Airwrap™ multi-styler and dryer Complete Long. Upon receipt I recycled the boxes as I was not anticipating any issues. On January 19, 2023, while emptying the canister for the 5th time since using it, the entire mechanism came apart in my hand. I have had ***** vacuums for many years and this was the first time this ever happened. I was unable to put the vacuum back together with the help of the ***** Troubleshoot Chat and they agreed to effect an exchange but I would need to call back as they had "maintenance" issues and unable to effect the exc change. On January 20, 2023, I contacted ***** via Chat again and received a text **** ********* indicating an Exchange Reference Number and assurance that ********* would be sending a box within 3-5 days. The box never arrived. On January 26, 2024, I contacted ***** via Chat again and spoke with "Mohammed" who indicated they were from the US side and I would need to contact a CDN agent?! On the same day, I contacted ***** via Chat again with "Zareen" who indicated that I would need to contact ********* to obtain the box and she was unwilling to help further. On the same day, I contacted via telephone, "Nancy" who advised there is nothing that can be done as the registration of my device is not showing in their system. She advised that Byron L./Carmen would contact me. They never called. On January 27, 2024, I contacted via telephone, "Ashley" who advised that on January 20, 2024 the box was never requested! She took over 10 minutes “looking into my file” before coming back online to advise that (a) that the box was sent to the wrong address despite the agent verifying my address, and (b) she will send a request to the correct address today. She could not guarantee a delivery date.

  Business Response

  Date: 13/02/2024

  Hello,

  Thank you for contacting *****. We are sorry to hear of the frustrating experience. 

  The customers replacement unit cannot be released prior to receiving the defective unit. Another box has been ordered to ship to the customer. Once the customer receives, they can attach the waybill to the box with the unit inside to return to Dyson.

  Thank you,

  *****, Inc. 

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  On Jan. 27, 2024 I did not hear from Dyson (Byron L/Carmen) as promised by Dyson regarding receiving the box. In response to Nancy (Dyson chat) information, she advised I contact ********* regarding the box's status. Nancy informed me it was *********'s responsibility to ensure that I receive the box and she was unwilling to help further. On the same day I called Dyson and spoke with Ashley who advised that a box was never requested? She took over 10 minutes to "look into my file," before advising that in fact a box was sent but to the wrong address.  She could not provide information how an incorrect address had been entered given I had provided it several times and have an account with my address clearly identified.  She ensured that the box would take 48hrs to go through "processing" and would arrive in 3-5 business days.

  On Feb 1, 2024 I received a "shipment Update" from *********  (PIN 608716886148) again indicating that there was an incorrect address?  I had to spend further time out of my work day to contact ********* and provide them with the address correction. I was informed that a case number (CS-21513894) was created and that a further 24hr delay would be required to "process" the request!

  On Feb 2, 2024, I finally received a box and immediately sent back the faulty product.  I replied to the text message to attach the package ********* pin (60871686155) but was advised that the app would not submit my request. I proceeded to send an email to "*******@*****.com" noting "As requested, I shipped back the faulty machine. Your online form does not allow me to enter the ********* tracking number !? (* ******** * ********** ** *** *** ******. * **** ******** * **** ** *** ******** ****** ********  Please confirm when I will receive my exchange. No response.

  On Feb. 5, 2024, I attempted to reach Dyson via Chat (while at work). The Chat feature was offline and I sent an email via their website: "Exchange Reference Number: **********. I returned the faulty machine on Feb 2, 2024 via ********* Pin: ************. I need date of arrival for the exchanged machine. Please respond by Feb 6, 2024. The request was successfully sent." No response.

  On Feb. 6, 2024, I reached out again, via Dyson Chat (while at work). Aniket informed me that the machine had arrived that day at 9:45 and that the warehouse will ship within 3-5 business days and I will be provided with a tracking id. I have not received any email and today is the 5th day. 

  To date, I have been subjected to misdirection and poor customer service. Despite this I have made numerous attempts to effect a swift exchange and have been without a vacuum far too long. I request an immediate dispatch of a new, non-faulty machine, as soon as possible.

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

  Business Response

  Date: 22/02/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's request and have reached out to our warehouse to confirm the customer's return unit was received. Once confirmed we can release the new machine from exchange ********** for shipment. The customer can expect to receive an email update with tracking once shipped.
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 23/02/2024

  
  Complaint: ********
  
  I am rejecting this response because I commenced this exchange January 19, 2024; however, after many unreasonable delays and mismanagement, I was advised on Feb 6, 2024 that my exchange would take 3-5 business days for the vacuum to be shipped (February 14, 2024 at the latest). It is now February 23, 2024 (13 business days) and I have received no shipping information email. I have been without my product for over a month with unreasonable and vague delays. As a result, I request the following answers and resolution:

  1) An explanation as to why someone at Dyson Canada had to "confirm" the warehouse was in receipt of the faulty machine when I already provided information that it was.

  2) An explanation as to why I did not receive my shipment as instructed on February 6, 2024 within 3-5 business days (by February 14, 2024).

  3)  An explanation as to why Dyson Canada continues to be vague and noncommittal for their immediate shipment of my vacuum once they themselves confirmed the warehouse was indeed in receipt of the faulty machine.

  4) Confirmation that I will receive the actual exchange by March 1, 2024.  

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

  Business Response

  Date: 09/03/2024

  Hello,

  Thank you for your reply to Dyson. We are sorry for the continued frustration.

  In regards to the customers questions - the Dyson unit must be confirmed received by our warehouse before the replacement unit can process. We cannot go by the tracking alone, but the contents must be confirmed to be the unit in question. This is the process with all exchanges or returns. We have received confirmation of the returned unit, and have reached out to our team to release the replacement unit to ship. Once released tracking information will be provided to the customer. 

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:25/01/2024

  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.

  My family have been loyal Dyson customers for many years. The product and support have always been superb but something has changed. Recently I lost a piece for my Dyson wrap. I was told I could not replace it. I would have to buy a new one. More recently my Dyson hair dryer has died conveniently just outside the warranty period. This would be my third hair dryer the two previous died just inside the warranty period. Dyson Canada now tells me they cannot repair but will happily discount the purchase of a new model by 20% providing | exchange my broken model. ***** * *** **** *** *** *** *********** ******* **** ***** **** ******** ** ******** ********** ***** **** ** ** * ******* *** ***** ***** *** **** **** ** **** ***** ******* *** ********** ** ** ** *******  **** ********* **** the rep is telling me how well made the product is but can't explain why such a well made product consistently dies around the two year mark. How convenient that I must buy another one as repair is not possible. ** ******* **** ***** ******* **** ** ** ******* **** ** **** ******* ***** ******* *** ******** ******* *** **** ********* ***** ******** ** ***** ** ***** 

  Business Response

  Date: 01/02/2024

  Hello,

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

  The customers unit has a matured warranty of 6/25/2023. We would be unable to exchange or repair the unit (if eligible) due to the matured warranty.

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The primary issue here is Dyson refusing to repair their product while offering a discount of 20% on the purchase of a new item. That offer is contingent upon my exchanging the defective item when making the new purchase. Given each of the last 3 purchases made died very near the two year warranty expiry and Dyson does sell refurbished products with a one year warranty **** ***** **** *********** ** **** *** ** ** * **** **** *** *** ****** **** ** ** ****** * ******* ********** ** ******** ******** ******** ** *** * ** ************ ** * **** *************** ****** ** ****** ****** **** ***** **********  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 13/02/2024

  Hello,

  Thank you for the reply to Dyson.

  The customers unit has a matured warranty of 6/25/2023. We would be unable to exchange or repair the unit (if eligible) due to the matured warranty. The issue with the customers unit is not a repairable fault, the only solution is to replace the unit, which is why Dyson offered a discount on the purchase of a new unit. 

  Thank you,

  Dyson, Inc.

  Customer Answer

  Date: 13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have done business with Dyson for years  Dyson has always honoured the customer and backed their product flawlessly.  
  

  ** **** **** ******* ***** ** **** **** ******* ************* ** ***** *** **** *** ** ****** *** ******* **** **** ** ***

  I will not be purchasing any further Dyson products  

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

  Business Response

  Date: 21/02/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  The customer's machine is covered by the 2-year limited manufacturer warranty. This warranty provides parts and repairs for manufacturer related defects. In the event the issue cannot be resolved through parts or repair, an exchange for equivalent model may be offered while under warranty. As the customer's Supersonic is now out of warranty, it is not eligible for further warranty claims. If the customer would like to proceed with the proposed resolution of purchasing a replacement with a new warranty, they can reach out to Dyson Support for next steps. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 23/02/2024

  
  Complaint: ********
  
  I heard you the first time but it doesn’t change the issue as I described previously.  To say you cannot repair for me but if I return the product you will repair and resell ** ** ********* ***** *** ** *****  * **** *** ***** **** **** **** ****  * *** **** *** ***** ** ***** **** *** ****  *** **** **** ** **** ** *** ** *** ** *** ********* *** *******  **** *** ******** ******** **** ***** ** **** ****  * ** *** *** ***** ***** ******** *** **** *** ***** ******* ***** ** ***** ********  

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

  Business Response

  Date: 08/03/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reviewed the customer's response and are sorry to hear the customer is not satisfied with the resolution provided. As the customer's Supersonic has a matured warranty, it is not eligible for further warranty claims. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 17/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I want to know why Dyson will not repair my Supersonic, however Dyson is willing to sell me a refurbished Supersonic. Why can’t you repair the one I already have. **** * ****** **** ******* 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 21/03/2024

  Hello,
  

  Thank you for contacting Dyson. 
  

  I apologize for the confusion and previously incorrect information provided. Customer's current machine was received through a series of exchanges. Per Dyson warranty (****************), the repair or replacement of your machine under warranty will not extend the period of the warranty. Customer's original machine was purchased August 24, 2019 and the 2 year limited warranty matured August 24, 2021. This does mean the current machine's warranty matured August 24, 2021. 
  

  Based on the diagnosis of the customer's machine, no power and no lights, this would indicate the Supersonic is unrepairable. As the customer is not eligible for a warranty exchange, customer was offered a discount on a replacement Supersonic per the Dyson Canada Trade Up promotion. Outside of this discount, we are unable to offer any further assistance. This would be our final position. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 23/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Dyson has missed the point. ***** *** *** ******* ****** ******* **** ******** ****** ** ********** **** *** ******* ** ** ******** This is evident in your new position. Finally you are missing the point entirely. Dyson used to be a customer centric company that fully backed its product line and valued their goodwill through respectful client management. **** **** *** *** * ******* * **** ***** ********** ** **** ****** ******* ******* ********** *** ********* *** **** ****** ***** ****** ******** *** ***** *** ********** * *** *** *** ***** *** ******* ******** Every one of the supersonic hairdryers in my possession since these corporate changes occurred has died with just before or just after the warranty expired. **** *** **** **** *** ***** ***** ****** ** ** ******* *** ***** ***** ** ******* ** ******* **** ******* ******* * ** ****** ***** ** ** **** ** ******* ******* ** **** ***** ********** ** ** **** **** ** **** **** *** **** *********** **** ********* ******* *** ******** ********* ** *** *** ** *** **** **** ******* 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/04/2024

  Hello,

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

  While we sympathize with the customer, the terms of the warranty provide 2 years of coverage against manufacture defects. Outside of this warranty period; part, repairs and replacements are chargeable. Customer's unit is outside of the 2 year warranty coverage and we would be unable to honor customer's request. This is our final position. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:23/01/2024

  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.

  On December 17th, I purchase of a Dyson Airwrap for 734.49 directly from Dyson online. The company states that they have a Money-back guarantee: "If you’d like to return a Dyson machine* for a full refund, you need to return the machine within 30 days from the delivery date. Extended Holiday Returns: Any purchases made between Wednesday 1st November 2023 and Monday 25th December 2023, can be returned up to Wednesday 31st January 2024. Purchases made directly from www.dysoncanada.ca, Dyson Demo Stores, or Dyson helpline are eligible for a full money-back...." I have tried to contact the company several times by phone email and chat and have not been provided with a means to return the machine even though I was told at least twice that information would be emailed to me within 24 hours. I have spent days attempting to get a resolution and looked online finding that this is a regular occurrence and that even after after returning the product people are still waiting for their money! *** ********* ** *** *** *********** **** ** ** ***** ** *** ********* ******** ********* * * **** ***** ** ******* ***** ***** **** ** **** *** *** *** ******* ** **** **** *********** **** In addition, I was emailed by Dyson on two occasions the first to provide me with a complimentary session with a Dyson stylist. When I tried to book (the same day as receiving the email) I was told this service is not available and could not be given a time when it would be re-instated. The second was to provide a review for my product. The link sent does not allow a review to occur. After contacting Dyson I was given an email address to provide the review to. After sending the email a return email was received stating that the email is not monitored. My review is not on the Dyson site and followed all of their review requirements.

  Business Response

  Date: 07/02/2024

  Hello,

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

  The customers return has been set up under reference number number **********, and a waybill has been sent via email. The customer can print the waybill and attach it to the box to return the order.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/02/2024

  
  Complaint: ********
  
  I am rejecting this response based on my experience with Dyson ,up to this point, in regards to my attempt to return the product and further reading of issues that others have had with the company. I have concerns that after the product is returned I will still not receive a refund and would like to know if there is an alternative.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 21/02/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We are not able to offer a refund for the customer's order ********** until the machine from this order has been confirmed returned to our warehouse. Refunds can take 7 to 10 business days to complete from that point and up to 1-2 billing cycles to appear on the customer's statement depending on the policies of their financial institution. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 26/02/2024

  
  Complaint: ********
  
  I am rejecting this response because i have read other complaints documenting that after the item was returned a refund was not given and based on my experience so far, that appears to be a likely outcome.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/03/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We are not able to offer a refund for the customer's order ********** until the machine from this order has been confirmed returned to our warehouse. Refunds can take 7 to 10 business days to complete from that point and up to 1-2 billing cycles to appear on the customer's statement depending on the policies of their financial institution. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 18/03/2024

  
  Complaint: ********
  
  I am rejecting this response because the reply was the exact same response that was previously sent and rejected. Nothing was changed at all.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 21/03/2024

  Hello,

  Thank you for contacting Dyson. 

  A return order was created for customer on January 7, 2024, at which time customer was provided information for returning their product. To date, customer has failed to return the item. While Dyson did offer an extended return period and provided customer with a return outside of that window due to the issues they had with arranging the return, we are now over 60 days since the date the return was created and customer has refused to return the product. 

  As Dyson return policy requires confirmed receipt of the product through warehouse inventory records, we are unable to offer the owner further assistance without warehouse verifying the unit via serial number has been received.

  Additionally, we will be unable to extend the return window beyond March 29, 2024. If customer wishes to proceed with the return, customer would need to ship their unit back to Dyson warehouse, post marked by March 29, 2024. Once the unit is received and verified by the serial number, a refund will process. Refunds can take 10 to 14 business days to complete from that point. If the unit is not returned by March 29, 2024, the return order will be voided and the purchase will no longer be eligible for return based on the Dyson Return Policy. This would be Dyson's final position. 

  Thank you, 

  Dyson, Inc. 

  Customer Answer

  Date: 22/03/2024

  
  Complaint: ********
  
  I am rejecting this response because this was already addressed regarding issues with others returning the product without receiving a refund. There was no change in terms of resolution since the last correspondence. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:18/01/2024

  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.

  Dyson HP02 s/n TM1-CA-******** Unit purchased from ****** 12/20. Unit no longer under warranty. Stopped working 12/23 called Dyson. They paid return postage. Had me send my unit for repair. Repair completed. Returned. I paid $169.50 for a filter and ‘repair’. Unit sent back with a new 1 year warranty. 01/24 unit fails again. Same error code. This time demanded refund on repair and new unit (new 1 year warranty) Was offered a refund on the repair. No further consideration and was told they were afraid that if the unit were to be repaired, the same error code would come back. Seems I was told to take my money and leave. 1)this occurred with DYSON 2) imagine taking your car to your dealer for repairs only to be told that it might occur again so better cut our losses 3)I have never heard of a vendor giving up a customer relationship for a reason such as this. ******** ******

  Business Response

  Date: 25/01/2024

  Hello,

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

  New Dyson units purchased from authorized retailers come with a 2 year warranty. The customers warranty ended on 12/2022. Dyson was contacted regarding an error with the unit, and the unit was sent into our Dyson Service Center for a chargeable repair. The repair was completed, and did come with a 1 year warranty on the repair; however, it failed again. The customer contacted our customer service requesting a new unit or a refund of the money paid. Dyson refunded the monies paid for the repair which reversed the 1 year warranty on the unit. 

  The customers unit is out of warranty. No further repairs or exchanges can be offered for this unit. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 30/01/2024

  Per Dyson's response to my complaint. The complaint was initiated because they refused to service the machine again 'fearing the same failure'
  
  Here are my questions:
  
  How can a failure repeat if per the manufacturer all they did was replace the filter(s)?
  
  When we buy cars and they need repair. We take them to the dealer. I have never witnessed a manufacturer state that they already tried to fix the issue. Fixing again might have the same issue repeat so they'd rather not fix it. 
  
  This is quite illogical. Could you imagine if things worked that way?
  
  They had agreed to refund the repair cost. The refund negates the additional warranty they put on all repairs. The thing is inoperable. If I had a warranty on their 'work' why would that apply? yes, I realize that's a moot point. 
  
  I am still quite surprised at this treatment.
  
  The best part- after telling me to repair it elsewhere? The supervisor offers me a 20% discount on my next Dyson purchase. Seriously.
  
  So I don't know what else you require from me, but from where I sit, I have a unit that isn't operational and a manufacturer that has effectively given up. It's not a good look.
  
  What additional recourse do you believe that I may have here?
  
  Thank you,
  
  *****

  Business Response

  Date: 07/02/2024

  Hello,

  Thank you for your reply to Dyson. 

  Repairs are only offered based on the idea that the repair will resolve the issue. This was not the result of this repair, and so Dyson would consider this an irreparable issue. The customers unit is out of warranty. No further repairs or exchanges can be offered for this unit. 

  Thank you,
  

  Dyson, Inc. 

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am continually shocked by Dyson’s lack of flexibility with regards to this issue. 
  this is akin to owning a luxury (anything really) but I’ll use automobile for this example. I buy, and drive and enjoy. There’s a problem so I have it looked at by the OE in this case the automobile dealership. They provide an estimate, then I approve or reject their plan. In this case, I have them fix the issue. Issue returns a month later. Imagine if this luxury automobile dealership and underlying manufacturer state that they tried once to fix and since it sounds like the very same issue has returned, they’d rather refund me and leave me to my own devices. Outstanding business practice. 
  

  im very curious- if the fix a a simple filter replacement as was articulated to me, then why the hesitancy? Is it possible that the failure was indeed something entirely different that Dyson has simply chalked up to a filter replacement? Doesn’t seem terribly believable.  
  

  My last point *** ******* *** **** ********** after hearing all about my dissatisfaction, management has the nerve to offer me 20% off my next Dyson purchase. Seriously. 
  

  do we really think that another Dyson product (I currently own the blow dryer the curling iron, a V12 vacuum, I’ve owned 2 others previously and the handheld unit) will be purchased by me again, EVER?

   

  the warranty on the ‘repair’ you did was voided because I demanded a refund. 
  

  class act all around. 
  

  the unit is now gathering dust so a big thank you for wasting my time 

  
  Sincerely,
  
  ***** Epstein

  Business Response

  Date: 21/02/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  For the reasons we listed in our previous responses, as well as the unit being out of warranty, we are unable to assist the customer with this particular unit for a replacement, refund, or repair. We at Dyson do consider this matter closed.
  
  Thank you,
  Dyson, Inc.

• Initial Complaint

  Date:04/01/2024

  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.

  Humidifier stopped working Nov 23/23, contacted customer service, upon checking serial # they said the whole machine needs to be replaced and they will send a box for me to send back to them for exchange. Since I’ve contacted customer service 10 times because no box ever came and they were not willing to offer any other solution for some reason. I’ve got warranty until 2025 how come no one is helping with this? How does this company still exist? I’ve experienced a more disgusting service in my life. I still have the broken machine that worked for 6 months (purchased in April 2023) since purchase and they are not willing to do anything about helping to exchange or fix it.

  Business Response

  Date: 05/01/2024

  Hello,

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

  In review of the customers account, an exchange was set up on 11/24/2023 the customer would need to acquire a box to return the unit in. Once this has been done we would be happy to send a prepaid shipping label to have the unit returned to Dyson. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They told me they would be sending me a box since Nov 23/23. And since then, nothing. I reached out over 10 times by phone & through ******** with them telling me each time they’ve sent the box but there is no box. * ******** *********** ** ***** **** * ******* *** ** **** * ***** ********. *** **** ****** *** ************** **** *** *** ****** **** *** ****** ** ********* * ******** ** *** ***** ****** ****. I would’ve never purchased anything from them knowing this is how they treat their customers. I simply wanted to have a nice humidifier and they are the ones who told me that once they checked the serial number it is evident that the machine needs to be exchanged. Why can’t they help me do that? They never told me to get my own box. This is a large unit the box needs to be really big I don’t even know where to get one and why do I have to pay for it? I’m not sure why they are telling a different response than they are actually telling me. *** ****** **** **** **** ********* ************** *** * ** *** **********
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/01/2024

  Hello,

  Thank you for the reply to Dyson.

  The customers exchange has been set up under reference number **********. We have reached out to our warehouse requesting they send the customer a box as a courtesy. Once the box has shipped the customer will receive tracking information. Once the customer has received the box, they can box the unit up securely, and attach the waybill sent via email to return it to Dyson. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 17/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I received 1 box about a month after requesting one initially that was 4 times smaller than the machine. After another month of asking I gave up and purchased my own box for $30! Because it’s very large. ********* came and picked it up the next day which was on Jan 3rd.  Box was delivered to Dyson on Jan 5th. Yesterday Jan 16th I received another same sized box (4 times smaller than the machine). Why are they completely not on top of this serious issue or trying at all to help their customer? They are saying they will send me another box? Why are they sending smallest boxes to me, are they not aware the size of their own machine? Apparently yesterday the machine was here & ********* delivery person did not attempt to deliver it. Says I wasn’t here and I was ALL DAY. Now it says I have to pick it up and only have 5 days to do so. I cannot pick it up *** ** **** **** ** ***** ***** **** ** ** **********. Like I said from the beginning, i would like a refund! * ** ** ******** ***** *** **** ******* ** ***** ** ********* I am telling you the whole story and they are just vaguely responding, not even aware of that’s going on. This has been going on for 2 months now. 

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

  Business Response

  Date: 01/02/2024

  Hello,

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

  We would be unable to provide a refund for the unit, as it is well outside of the return time frame. The customer would need to make arrangements to pick up the unit, if ********* was not able to complete the delivery when attempted. Or the customer is welcome to contact ********* and make arrangements for delivery. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 03/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  *** *** ********** **** **** Sold me a faulty unit and telling me to figure it out myself. No care for the customers no desire to help as long as they made their money selling faulty products that’s all that matters. I hope more people will recognize how awful this company is not buy anything from them and they will go bankrupt. Maybe the they will care about their customers. Isn’t the whole point on building a business is that customer comes first? 

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

  Business Response

  Date: 17/02/2024

  Hello,
  

  Thank you for your reply to Dyson. 

  After review, we are not showing there was any delivery attempted with a Dyson product as the replacement canceled before it could ship. The item attempting to be delivered does not appear it was from Dyson, so we would have no authority to request ********* attempt to deliver the item again. Since the replacement canceled on our end, an order has been placed under order number **********. Once the order has shipped, the customer will receive tracking information.

  Thank you,

  Dyson, Inc.

  
  

• Initial Complaint

  Date:02/01/2024

  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 ordered a vacuum in October … received it Oct 15 .. Oct 17 decided I didn’t like it so I sent it back between endless calls and emails with Dyson they keep saying I should see my refund soon and I haven’t it is now December 26 and still nothing worse customer service I have ever received

  Business Response

  Date: 05/01/2024

  Hello,

  Thank you for reaching out to Dyson. We are sorry for the frustration caused.

  We have reached out to the customer via email, to receive additional information to resolve.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 16/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It’s been over 15 days and still no refund 

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

  Business Response

  Date: 22/01/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have sent the customer two (2) emails to their account requesting additional information to help them with their refund. The customer should reply to this email for additional assistance.

  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 22/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I keep getting the run around with agents asking me what’s the order number what’s this and this has been a ongoing issue since October this is crazy just refund it to the original payment
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/02/2024

  Hello, 
  
  Thank you for contacting Dyson. I apologize for the delay and any inconvenience. 
  
  We have reviewed the account and confirmed the customer's return. A refund has been processed for the customer's order **********. The refund will process back to the customer's original form of payment for order **********. Refunds can take up to 1-2 billing cycles to show on the customer's account. 
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Still find it ridiculous that I had to wait since October for a refund but I am glad this is finally resolved. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:21/12/2023

  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.

  I decided to return an item purchased, unopened. Dyson says that returns are easy. I bought a present for someone and someone else bought the same, so I no longer need the item. Given that it was not even opened, this should be a slam dunk. No reply from them when I fill out their online return form (just automated text saying they will get back to me within 48 hours - that was 2 weeks ago). I chatted online with two agent, on two separate occasions, and it took forever. Neither could find anything related to the online form I filled out (numerous times), initiating a return. They both ended up giving me a return ID# (same one). The first agent said that I would receive an shipping label by email within 24 hours, or I could go to ********* with the return ID (why if I will receive the shipping label by email? I was already suspicious). Nothing 48 hours later, so I chatted with another agent who gave me the same return ID # and sent me to *********, this time no promise that I would receive a label by email. I was told that the « higher team » (?!) could produce a shipping label for me the next day between the hours of 7am and 7pm CST, and I would need to access the chat during those hours OR go to ********* with the return ID# for them to print the shipping label. The next day (today) I tried to access the online chat a dozen times, « Chat not available ». I suspect my IP address is blocked. I also went to ********* with the return ID#; they laughed. I was not surprised, since none of it makes sense. Each chat took forever for no reason. I also tried to call - hours of expected wait time, which never decrease, even after half an hour or an hour… sounds like a fake line. I emailed, nothing. So here I am, with a brand new, unopened item, trying to return it, and IT IS IMPOSSIBLE. * ****** ** ******* ** ***** ******** ******** *** **** *** ******** They do everything they can for us to give up on the return, making it so time-consuming that we give up. This is wrong,

  Business Response

  Date: 28/12/2023

  Hello,

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

  In review of the customers account, a return had already been set up on 12/22/2023. There was an issue with the label being sent. We have since corrected this issue, and a prepaid shipping label has been sent to the customers email, *** ** **** ******** *** ***** ** **** ***** *** **** ****** ****** *** ******** *** ******* *** ****** The item would need to be returned and received in Dyson's warehouse before the refund can process. 

  Thank you, 

  Dyson, Inc. 

  Customer Answer

  Date: 29/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  this is only the first part of what I am seeking, i.e., a return label. The second part of what I am seeking is the refund. Given that I have read many reviews where Dyson has not refunded their client after several months, I want to keep this complaint open until the refund is received.

  The label has been used. Both boxes were put in a larger box and dropped off at a ********* location today. Step 1 of 2 done.

  It is interesting that I received my first useful communication with Dyson because of a BBB complaint, soon after an email from Dyson USA telling me that it was past the 30 day limit for a return. I asked for a return on Dec 6 and they waited until Dec 27 to reply to me, making sure the 30 day limit was over. * ********* * *** ** ***** **** ***** *** *** **** **** **** ** ******* ** ***** ***** **** ** ************* * ***** **** *** ***** ******

  Eager to see Step 2, the refund, done, and I hope it is done in a timely manner. I am keeping this complaint open because after the difficulties to get to this point, I do not trust Dyson. The refund is needed to close this complaint.

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

  Business Response

  Date: 11/01/2024

  Hello,

  Thank you for your reply to Dyson.

  The customers refund will be provided once the unit is confirmed received into our warehouse. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 16/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The package was received on January 3, 2024 by Dyson. ******** *** ****** ** *** ***** ** *** **** *** *** *** ** *** ********* ******** ** **** ** *********** ************ **** *** ******* *** ********* * **** **** ****** ** *** ******* ******** *** **** *** *** ***** ** ******* ***** * *** ******* **** ** *******

  For the 3rd time: resolution of this complaint will happen when I am refunded. 

  Dyson pretending that it has not recieved the package is testament to its customer service or lack thereof. ***** ******** - Dyson Canada received it 13 days ago. The hairdryer and bonus gifts, unused, unopened, in original packaging and boxes. Brand new condition and packaging. Zero reason not to refund me. The request for the return was made within 30 days, and it is Dyson's official policy to accept returns for any reason within 30 days.I have done all I had to do, and more (I could have done without the need for complaints with BBB and ******, but Dyson's ********* practices forced me to. ** * ******* ***** ** ***** **** ***** *** ** * *** ******** ******* ** ***** Time to wrap this up Dyson, and refund me.

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

  Business Response

  Date: 22/01/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  According to our internal records, the customer filed a reversal through their bank for order **********.? Due to this, we are unable to refund them at this time. ** **** ******** * ***** ** **** ***** ** **** ********** The customer should be aware of the reversal request and should contact their bank for any further information.

  
  Thank you,
  Dyson, Inc.

  Customer Answer

  Date: 23/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received a refund yet. A complaint was filed not with my bank, but with ******. Dyson could have chosen to refund me of their own volition, but they are ust wasting everybody's time by forcing other organizations to do their work for them. If Dyson refunded me, as they should, both complaints would be closed. That is the ultimate goal of these complaints. So here I am, turning in circles again, with Dyson. That is how you operate.

  You received my return, bonus gift included, in brand new condition, in unopened boxes a few weeks ago. It is time to refund me. Any honest business would do it.

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

  Business Response

  Date: 02/02/2024

  Hello, 
  
  Thank you for contacting Dyson. I apologize for the delay and any inconvenience. 
  
  We have reviewed the customer's account and see the customer opened a dispute on this transaction. The customer will need to follow up with ****** or their bank regarding their refund.
  
  Thank you, 
  Dyson, Inc

  Customer Answer

  Date: 07/02/2024

   

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and remain unimpressed by Dyson.

  That said, I fortunately used ****** for payment of my Dyson purchase, and with proof of return of the Dyson items, ***** ruled for me and refunded me. The resolution of this complaint was to be refunded after return, and that objectives has been met, in spite of Dyson.

  So, I am now closing this complaint with BBB, NOT because Dyson did the right thing, but because ****** did it for them. ***** *** ******** ** ********** ********* ******* **** **** *** ****** ** ******* ********** **** **** *** ***** ** *** **** ** **** ***** ********* * ***** **** **** **** ***** *** ** **

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