ComplaintsforDyson, Inc.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dyson Vacuum cleaner I bought the machine from Dyson about a year ago and the beater head with the laser light was defective Called Dyson and was told to return the whole machine and they will replace with exactly the same machine I did and to my disappointment the machine that was replaced do not have the laser beater head, I paid for the full price and expected to receive the same machine Call them numerous time for 3+ months and nothing happens Keep on getting the round around that they have no stock For 3+ months no stock I do not believe Please assist in getting this matter resolved, I called them numerous time over the past 3+ months Thank you

  

  Business response

  07/31/2024

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

  We have reviewed customer's request and are unable to honor request for refund as the purchase is beyond Dyson's 30 day return policy. At this point customer's machine is covered under the 2 year limited warranty providing parts and repairs for manufacturing defects. While the part required is currently out of stock in Dyson warehouses, we were able to work with our Dyson ************** team to locate the needed part. The Dyson ************** team is providing the replacement, which is shipping via **** At this point, we would consider the issue resolved through the replacement part under warranty.

  Thank you,

  Dyson, Inc. 

  Customer response

  08/02/2024

   
  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.
  
  Sincerely,
  
  ********************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Dyson On Monday, January 2, 2023 for $599.99 with 2-year warranty protection plan. In the beginning on April 2024, my Dyson failed and stopped working. I reached out to Dyson's customer support service that were anything but support. Today, July 19th, almost four months later, my Dyson has yet to be fixed. I attempted over 25 times reaching out to their support chat but none of the representatives have context or know anything about the policies. They all share false promises and each rep says something different. Finally I was able to get them to send a return label for the battery replacement which they sent to my email on May 31st, 2024. The following day I paid for my own box to ship out the Dyson using the return label they provided. This arrived at their office Thursday, June 06 at 12:02 P.M. *** Tracking # 1Z2Y55899094335505 Thinking this was going to be a repair on my own machine, they they later disclosed it was going to be a refurbished one, not my original but would "release of replacement from their warehouse". This was at the end of June. I still had not heard anything but and was trying to be patient, regardless of the months of waiting. On Monday at 3Pm I reached out yet again, and continued like every other time to be bounced around from rep to rep, and idled if I did not respond within 2 minutes. .This rep shared that once again they have "released the machine" and I would be receiving tracking on the machine in ***** hours. It now has been over 72 hours with no information provided, again. They still have my $599.99 machine in their hands. Their customer service is pretty much non-existent and are outsourced. This has been my last resort and I would be beyond appreciative if you would help me here as I am at a loss. it is shocking that a company as big as Dyson is turning out to be a scam when it comes to honoring their warranties and providing at least the minimum when it comes to client services. I appreciate your time and help.

  

  Business response

  07/30/2024

  Thank you for contacting Dyson,
  
  We apologize for the inconveniences experienced by our owner. Our records indicate that the exchange is in place for a new, non-refurbished machine. As Dyson exchanges like for like machines, delays can occur based on color options and product variances. 

  We have reached out to the respective teams to obtain updates on the order and will follow up with our owner directly as needed. Tracking details will automatically be sent to the email address on file once the unit has shipped out of the warehouse. 

  Sincerely,

  Dyson Inc.

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since ordering a Dyson V15 vacuum in August 2021, I have had the floorhead wheel break four times. All it takes is normal vacuuming carpet for the wheels to snap off the thin posts after a few months. I have tried getting a refund, but I am always told it is past the *********************************************************************************************************** stock. Dyson finally replaced the vacuum twice after I sent the old one back. However, this was only after several hours of wasted time explaining to their agents what my issue was. This last time, they kept me waiting for 2 hours only to tell me I could come back and order the part when it becomes available, and it would be free as a "one time courtesy". The agent mentioned that they would not send another free entire vacuum as they had done twice before because of the original warranty expiring. My account shows I have 13 months left on the exchanged vacuum. This has been an ongoing issue and is a headache to deal with a broken vacuum every few months. This whole situation has wasted many hours of my time and the inconveniences such as having to explain the problem to a new agent every time, pack and ship the old vacuum and having to glue the vacuum wheels back on several times while waiting for a new part that would never come. For the price I paid, over $700, the vacuum should not break this easily and I do not want to be stuck with a broken vacuum after the warranty expires.

  

  Business response

  07/31/2024

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

  Per Dyson Warranty, the repair or replacement of a machine does not extend the warranty. (**************************************************************************************************************) This means that when receiving an exchange, the replacement machine does not have a new warranty, but instead adopts the original machine's warranty. The V15 Detect carries a 2 year limited warranty from the date of purchase. Customer purchased their unit on August *******. The 2 year limited warranty matured August 22, 2023. As the replacement machines adopt this warranty, customer's product is 11 months outside of warranty. 

  Based on the warranty status, we would be unable to provide additional exchanges and parts or repairs would be chargeable. Additionally, as the purchase is outside of Dyson's 30 day return window, we would be unable to honor customer's request for a refund. 

  Thank you,

  Dyson, Inc. 

   

  Customer response

  07/31/2024

   
  Complaint: 22013757
  
  I am rejecting this response because: Dyson has gone into my account and changed the date of the warranty. I do not have a screenshot, but I do have the email from Dyson as proof that I do still have a valid warranty. This is dishonest business practice for them to do. Before I filed this complaint, my account still showed an active warranty.
  Your warranty is now active
  Your warranty has been automatically activated.
  Your Dyson machines
   
  Dyson V15 Detect
  Serial number:
  Z7X-US-SNA9498A
  Warranty period:
  24 months
  Warranty valid until:
  31/07/2025
  Date of purchase:
  31/07/2023
  Registered email address:
  *******************
  
  Sincerely,
  
  *******************

  

  Business response

  08/07/2024

  Hello: 
  
  Thank you for contacting Dyson.

  In the original complaint the customer refers to the original purchase date of 2021.

  For this reason the replacement adopts the original warranty of two years. Any adjustment of the warranty end date would reflect the original purchase date. Please, refer to the owner's manual for terms and conditions regarding the warranty details. 
  
  As per the Dyson website the warranty terms are defined as below:

  2-year warranty
  Cordless vacuums
  Fans and heaters
  Purifiers and humidifiers
  Hair dryers
  Hair stylers
  Hair straighteners
  
  Thank you, 
  
  Dyson, Inc. 

  Customer response

  08/07/2024

   
  Complaint: 22013757
  
  I am rejecting this response because: regardless of the exchange policy, my account showed I had an active warranty. Dyson sent this email after the exchange vacuum was received. I would settle for the free replacement part, but it is never in stock. A $700 vacuum should not break this easily. Even a partial refund to buy a generic part at this point so I can have a working vacuum again.

  Support Dyson No-reply
  
  
  Information about your Dyson warranty
  Yahoo/Dyson
  
  
  Dyson US - No Reply 
  From:*******************************************
  To:*******************
  
  Fri, Feb 16 at 3:03 PM
  
  
  
  Your warranty is now active
  Your warranty has been automatically activated.
  Your Dyson machines
   
  Dyson V15 Detect
  Serial number:
  Z7X-US-SNA9498A
  Warranty period:
  24 months
  Warranty valid until:
  31/07/2025
  Date of purchase:
  31/07/2023
  Registered email address:
  *******************
  MyDyson. Everything in one place.
  For tailored support and everything you need to know about the Dyson machines you own, log in to MyDyson.
  
  How-to guides
  Including how to use your machine's features.
  
  Maintenance advice
  With support videos and tips to help you maintain your machine.
  
  Troubleshooting
  A step-by-step tool to help you quickly diagnose and solve a problem.
  Log in to MyDyson
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Filed a warranty claim with Dyson to replace a faulty V12 vacuum under warranty. The claim was filed on 5/24/2024. The faulty vacuum was delivered to Dyson on 5/31/2024. I still have yet to receive a replacement for my V12. Dyson reps said my package was lost and a claim had to be opened with *** and only after the claim is closed we can reach resolution. As I type this it has been almost two months without a replacement which is unacceptable for any company claiming to cover a warranty for your product.

  

  Business response

  07/31/2024

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

  We have reviewed customer's exchange order and see a replacement was shipped; however, this unit was returned by courier due to a label issue. As such, we have created a new exchange to allow a second replacement to ship. The replacement is now processing. From this point it can take 7 to 14 business days to process, ship and deliver. Once shipped, customer should receive an automated email with tracking. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tried to return a hairdryer that was still covered under the manufacturer warranty that had stopped working 2 months after I purchased it. Was given incorrect/incomplete information and instructions on how to get the machine back to them. As a result the package is stuck at a Fed/Ex warehouse in ****** and is not able to be shipped back to sender. Dyson has lied about their attempts to contact Fed/Ex to get the package shipped back. Dyson has not taken any responsibility for their employee that did not provide proper instructions on the return process. All of this information is documented in emails and phone calls with their company. Their customer service department has not followed up with any information regarding this issue after I was informed several times that they would. Again, all of this is documented in emails and phone calls.

  

  Business response

  07/29/2024

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  
  We are sorry to hear of the owner's concerns.  After review of the account, it is reported that the owner paid for and used ***** for their return. Dyson typically contracts *** for return shipping with Dyson paid for and provided labels.

  So that we can best assist the owner, please provide a copy of the ***** shipping receipt. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer response

  07/30/2024

   
  Complaint: 22008028
  
  I am rejecting this response because: I did not pay ***** to send the hairdryer back to Dyson. 
  During my initial call to the customer service/warranty department on June 10th, 2024 I was provided an account # by the ********************** representative to ship the package back to Dyson. That number is **********. I was not provided with any type of shipping label, which Ive come to understand since, I should have been provided. All calls are recorded so this information is easily verifiable. I did use Fed/Ex, provided that account number, and the package was shipped. The package is now considered undeliverable because the address used by Fed/Ex was not accurate. Had a shipping label been emailed to me, a shipping error would not have been made. 
  Sincerely,
  
  *******************

  

  Business response

  08/06/2024

  Hello: 
  
  Thank you for contacting Dyson.
  
  Our records indicate that via email the customer was provided the generic reference number to use at *** for pack and ship. 

  As the customer is the shipper for the ***** package they will need to contact ***** directly and have the shipment redirected to the customer's home or to the ********************** warehouse.

  Dyson returns

  DOCK 14 & 15
  Dyson - FLEX RETURNS
  *****************
  ************;TX 79927-2144

  Once the return is delivered, inspected and processed the replacement can be sent.

  
  Thank you, 
  
  Dyson, Inc. 

  Customer response

  08/06/2024

   
  Complaint: 22008028
  
  I am rejecting this response because:

  I was not provided the shipping account #********** via email, I was provided that during my initial call to the customer service department at ********************** on 6/10/2024. As *** stated previously, all of your calls are recorded so this is easily verified. During this phone call it was determined that the machine needed to be returned for an exchange. The hairdryer was purchased in Feb. 2024, it had completely stopped working even after going through all the trouble shooting steps, so it was just over two months into the warranty period. Proper protocol would have meant the Dyson representative emailed me a return shipping label. That did not happen. When proper protocol is not followed is opens up the opportunity for things to go wrong. 

  I took the machine to ***** on 6/10/24, provided the #**********, it was billed to Dyson, and shipped to an address that ***** had for Dyson associated with that account #. Receipt from the ***** store is attached. Please see at the bottom of the receipt where it states total due $198.48. I did not pay for this shipping.

  Ive also attached the tracking information from *****s website that shows terms: Third Party. Again, I did not pay for this shipping.

  ***** will not return to sender, per my request, because it was billed to Dyson. Which means Dyson needs to request the return to sender. Dyson is telling me they dont have a ***** account and will not request the return to sender. So the package is sitting in a ***** facility somewhere in ****** per the attached tracking information from their website.

  During the call on 6/10/2024 it was determined that the machine was faulty and needed to be returned for an exchange. The representative from Dyson did not handle the return process correctly which has caused this issue. 

  The bottom line is I paid close to $400 for this hairdryer, it stopped working after two months, and Im due a new machine. The return process was not handled properly on Dysons end so they need to take that loss and make me whole per the terms of their warranty period. 

   

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a defective air cleaner in January 2024 and have contacted customer service 6 times to "troubleshoot" but nothing has fixed the problem. I have requested a return and replacement. I've never received the promised return label and all attempts to contact customer service have been unsuccessful. I want a full refund. I'm tired of getting this run around and deceptive promises that are never kept.

  

  Business response

  07/30/2024

  Hello,
  
  Thank you for contacting Dyson. We apologize for any frustration.
  
  For us to further review, we ask that the customer please confirm the serial number of the ********************** machine.
   
  Thank you,
   
  Dyson,Inc

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the HP07 hot cold purifier and the day i received it and set it up it gave a sensor error on last Thursday 7/11, so I called Dyson and they said i had to replace it and send it in, so I was given a *** tracking number and I put it in the original box and attached then *** picked it up on 7/12. I called Dyson for status of my replacement on 7/17 and they said their warehouse refused the *** delivery and no replacement was sent, and it would take 2-3 days to find out why, well they have not mailed my replacement for a defective item that was returned on 7/12 and they told me I would have a new unit with in 3-5 days which I do not, all I want is a working unit delivered or my money back.

  

  Business response

  07/28/2024

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, we ask that the owner please share a copy of their shipping receipt. Once we have this information we will be better able to assist. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer response

  07/29/2024

   
  Complaint: 22003901
  
  I am rejecting this response because:
  The shipping receipt is their tracking number and the item was picked up from my home by *** over 2 weeks ago, their manager was to call me which they have not and figure out why they rejected the delivery at their warehouse for their defective item.  Now the item is lost with *** and been under investigation over a week

   

  tracking number 

  1Z2Y55892699547424
  Sincerely,
  
  *********************

  

  Business response

  08/05/2024

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

  We would be happy to review the exchange request further; however, as the original unit was not purchased through Dyson, we would require a copy of the proof of purchase. Once we have received this information, we are happy to look into customer's concern and provide a determnation. 

  Thank you,

  Dyson, Inc. 

  Customer response

  08/05/2024

   
  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.
  

  it was purchased from VCS and they refunded me and I just ordered a new replacement since Dyson didnt help me on the warranty issue 

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased five machines from Dyson continue to have problems with them. They had me return them three or four times to be prepared, they cannot be repaired. They said they would exchange two for new ones, but theyre refusing to exchange the other two for new ones because they used all the time for the repairs for my warranty so now they will not give me new machines when I went to the post office for the fourth or fifth time to replace these machines The paperwork they gave me was wrong and they said they have no recollection of anything about exchanges. They have me going back-and-forth to *** I havent paid for to use these machines and I spent well over $1000 on each of them. No one will respond there is no customer service.

  

  Business response

  07/28/2024

  Hello,
  
  Thank you for contacting Dyson.
  
  To further review, we request that the customer please confirm the serial numbers of the five machines.
   
  Thank you,
   
  Dyson,Inc

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We sent our Dyson V10 animal cordless vacuum back to Dyson for an exchange for a V11. We sent it *** per their instructions. We have a *** tracking receipt and they acknowlede receiving it on June 27th, 2024. They have told me to expectmy replacement vacuum 7 to 14 business days. It's been longer than that. All I get is the runaround from somebody in customer service in *****.

  

  Business response

  07/28/2024

  Hello: 
  
  Thank you for contacting Dyson.
  
  Our records indicate that the replacement was shipped with *** tracking number 1Z58333F0318754750 and delivered July 9th at 10:21 am.

  *********************************************************************************************************************;
  
  Thank you, 
  
  Dyson, Inc. 

  Customer response

  07/29/2024

   
  Complaint: 22000157
  
  I am rejecting this response because:

   

  The item was not delivered as stated. There is no photo showing my residence. This appears to be a scam!

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

  

  Business response

  08/04/2024

  Hello,
  
  Thank you for contacting Dyson. We apologize for any frustration.
  
  After further review, we show that a *** Claim disputing the delivery has been opened. We must wait for this to conclude before we are able to move forward.
  
  Our owner should work with our support team via live chat, email, or phone for further assistance.
   
  Thank you,
   
  Dyson,Inc

  Customer response

  08/05/2024

   
  Complaint: 22000157
  
  I am rejecting this response because:
  I do not believe the package was sent to the wrong address. I don't believe the package was sent at all. I provided my address and and an actual picture of my front door. I do not believe your company is acting in an ethical manner.
  Sincerely,
  
  ***********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've contacted Dyson FIVE times to ask about getting my vacuum repaired or at least get replacement parts and each time I was told they would get back to me in 24/48 hours and no one ever does. They will not transfer me to a manager and will not help. I've provided everything they've asked for, proof of purchase, my personal information, etc. I've attached a chat transcript of my last interaction and have also attached my proof of purchase. I'd like a replacement vacuum at this point since they do not help with getting it repaired.

  

  Business response

  07/26/2024

  Hello,
  
  Thank you for contacting Dyson. We apologize for any frustration.
  
  After further review of the purchase receipt, this was purchased from an unauthorized retailer, the owner was advised of this previously by Dyson support. Due to this, it is not eligible for replacement. The customer is able to contact our phone or chat support team for assistance in sending this for a chargeable repair.
   
  Thank you,
   
  Dyson,Inc

*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. ↩