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, Inc.

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

  
• 

  Dyson Direct, Inc.

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

• 

  Dyson, Inc.

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

  
• 

  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:03/09/2024

  Type:Service or Repair 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 purchased a Dyson Airwrap in June of 2022. I used the device very rarely and after about ***** uses and less then 1.5 yrs of having the device, the $600 device stopped working. I contacted Dyson since the device was defective and still under warranty. They provided a shipping label and assured me that within 12 days of receiving the defective device, they would send a new one. Now that they have the defective device, ********************** is stating they no longer have that device and have no idea when it will be back in stock. I have asked them to either send a comparable device (same color), or to refund the money for the device. The responses range from yes they will send a new device to telling me to email them when they have the device is back in stock.They sold me a defective $600 product - and I now have literally nothing - along with ZERO assurance of receiving anything in return.

  

  Business Response

  Date: 03/20/2024

  Hello, 
  
  Thank you for contacting Dyson. I apologize for the delay and any inconvenience. 
  
  We have reviewed customer's account and show they reached out to Dyson Support for assistance and a replacement for their exchange ********** is processing to ship at the warehouse. Once the replacement ships the customer can expect to receive a separate email update with tracking. 
  
  Thank you, 
  Dyson, ***

  Customer Answer

  Date: 03/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and if Dyson does in fact send a replacement device, the resolution will be fine.
  

  If the business does not send proof of shipment, I will open another case with the BBB because Dyson has been saying that it will send the device for two months now. 
  

  I would like to note that Im obviously forced to accept this as Dyson said they will no longer communicate or move forward on replacing the item because I contacted the BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vacuum cleaner and it never arrived. Ive jumped through hoops every 3 days with their support. I got told the first time I contacted them I had to file an *** claim. The *** claim was complete saying it never arrived. Now *** contacted the support 4 different times. I was told to wait for the refund and that it would be processed within ***** hours. 1 week later I contacted them and was told to wait another ***** hours. 1 week later again I contacted them and was told yet again to wait 24 hours this time. Ive waited another 5 days with still no refund. This is absolutely ridiculous that Ive been told oh weve upgraded your refund it should be there any day and its been 4 weeks with nothing from them. I have screenshots showing my refund has been approved and yet for some reason I cant get them to send me the refund. This is absolutely ridiculous that either the support people have no clue what theyre doing or have no clue whats going on with my refund and yet Im getting told its all set its just a waiting game now.

  

  Business Response

  Date: 03/19/2024

  Hello,

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

  The customers refund was issued through our system on 3/13/2024 but did not complete as intended. We have manually refunded the purchase amount. The refund can take up to 7-10 business days.

  Thank you,

  Dyson, Inc.

• Initial Complaint

  Date:03/09/2024

  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.

  Problem with vacuum was reported on 2/21/24. It was determined that a new cleaner head would be sent, however they are out of stock. I waited for 3 weeks for any kind of contact then chatted online with representative and their manager on 3/8/24. Same answer. Still out of stock and no definitive time frame of when I would receive the needed part. Comparable replacement vacuum also out of stock. I have been without a vacuum for a month. What is the use of a warranty. This is the worst example of customer service I have ever experienced. They definitely need to fix this. Will probably never purchase a Dyson again and I have bought several over the years. Case ID ********

  

  Business Response

  Date: 03/19/2024

  Hello,

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

  In review of the customers account and unit, we currently have a compatible Cleaner Head for their current unit in stock. An order has been placed for the Cleaner Head under order number 1650001402. The customer will receive tracking information just as soon as it has shipped. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:03/09/2024

  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 husband is a disabled vet. He sent 3 Dyson stick vacuums to them to have them repaired, they broke down very quickly He sent an animal v6 and an animal v8. Also sent the newest stick vacuum to them. When we didn't get them back *** reasonable time frame we called Dyson. We paid to send them out (50$) When we called them they said they were repaired and sent back to us Find out they were all lost in shipping. They offered to send us a new vaccum witch we never received.We called them back again and they backpeddaled and said all they can do is give us a 20% discount on a new one.This was over $1000.00 worth of vaccums we sent them (all in one box) 20% is not acceptable.Thank you

  

  Business Response

  Date: 03/19/2024

  Hello,

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

  In review of the customers account and previous communication, the customer claims they shipped three units to a Dyson address. This was done without any authority or knowledge by Dyson. In order for Dyson to assist with warrantied units we a procedure is in place that must be followed, as Dyson must approve of the shipment and provide the information needed to ship to the correct address. The customer has two units registered with ********************** and both are out of warranty, so we would be unable to provide complimentary repairs or parts even if contacted prior to shipping. We have no record of a third unit being registered with Dyson. 

  In light of the information above, we have been unable to locate the units the customer is referring to, and would be unable to assist with replacing either of the units. The customer has been offered a 30% discount on the purchase of one eligible unit, and we would be happy to honor that offer. Should they want to take advantage of that offer, they are welcome to contact our Customer Service.

  Thank you,

  ********************** 

• Initial Complaint

  Date:03/09/2024

  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.

  Model B/241016-01-R-B/Dyson V10 Animal - Grande ************ Cleaners, serial number *****************, purchased on line in On the List 2021-06-02. Requested assistance on 23-Feb-2024 to the Dyson customer service in ********* because issue with the trigger. Changed battery and main body: paid Inspection fee HKD 280 + HKD170 labor fee+ Main ************** HKD *****. Total ***** HKD (****** USD) . Once home I realised that the machine didnt get the bottom on the slide to allow the bin to empty. I cannot remove the bin anymore. Asked several time support with no positive feedback except the request to further pay for inspection and labor. The mistake has been done by Dyson team. I feel this is a scam from the company and this misbehaviour affected already other customers in **. I ask to get the machine fixed at no cost and make sure the company get the ** team in ** evaluated. Thank you

  

  Business Response

  Date: 03/19/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  Based on the customer's complaint, it appears that they are not in *****************. The customer should know that our market only assists customers in ***************** ,****** and ******, although complaints through this channel are ************* based. The customer should contact the ********************** support center in their market, by changing the language on www.dyson.com to their desired language in their region. The customer can find the contact number to the Dyson customer support phone number for their market under our 'Contact Us' category on the website.
  
  Thank you,
  Dyson,Inc.

• Initial Complaint

  Date:03/08/2024

  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.

  On Feb 2, I ordered a renewed V10 order # ********** I received it on Feb 8. It was defective...only held a charge for 9 minutes and knocking noise from head. An exchange was initiated. I was advised that I would receive a V11 as v10's were out of stock. As the box had already discarded, I was given ref #********* and advised to bring it to *** store with 2 copies of return label. I did this the next day. As per *** tracking, it was delivered to your warehouse on Feb 15. I was given order # for replacement item # **********. I called 7 times. I asked for supervisor 6 times. Was put on hold 4 times and no one ever came back. after *************************************************************** system that they would cancel everything and just place a new order for a renewed V11. When that didnt process either, I called again and was advised that that V11 was out of stock as well. I was advised (*****). That apparentyly is not processing either. It has been over a month with several unfulfilled orders not being processed. All I want is a vacuum cleaner

  

  Business Response

  Date: 03/18/2024

  Hello,

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

  The customers replacement Refurbished V11 Vacuum was shipped on 3/6/2024 and delivered on 3/12/2024 per tracking 1Z58333R0389434905. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair 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.

  My Dyson Airwrap stopped working so I sent it back for a replacement. Dyson received it on 1/31/24 and said my replacement would take up to 2 weeks to be delivered. So, 2 weeks later I chatted with them to ask where it was and they said they would release it to ship to me. A week later I chatted again and, same thing, they said it was at the warehouse and would be shipped in ***** hours. I had one more chat with them on February 26 and they said yet again that the device would ship in ***** hours. I called them on March 4 and was told that the device shipped on March 1 and I would receive it this week, but the warehouse had sent the tracking information to the wrong email address so they would send the information to the right address and call me back. It is now March 8 and no one called and no one sent an email, so I called them back. This time I was told that the device STILL HASN'T SHIPPED!! So I've been lied to for weeks!! This is completely unacceptable. First their device breaks and now they aren't honoring their warrantee to replace the broken device.

  

  Business Response

  Date: 03/18/2024

  Hello,

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

  The customers replacement unit shipped on 3/9/2024 and delivered on 3/14/2024 per tracking number 1Z58333F0316610668. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is resolved. I was sent a replacement, it was not the same version of the Airwrap, but luckily when I returned the broken device, I was told not to send the attachments, and so I still have those to use. If someone else had sent everything back, this would not have resolved their problem.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a defective Dyson Vacuum Cleaner to Dyson. They received it and acknowledged it. Despite repeated contact with them, they have not issued a refund which they agreed to do. The last contact I had, they said they would bump it up to a higher level and that I would get the date my refund would be issued within ***** hours. That has not happened. The order number is ********** and the reference number is ********.

  

  Business Response

  Date: 03/15/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it caused. 
  
  We have reviewed the customer's account and see the customer has opened a dispute on this transaction. We are not able to issue refunds while there is an active dispute. The customer will need to withdraw the dispute or wait for it to resolve. Once this is done our internal team will review the case and take further action if needed.
  
  Thank you, 
  Dyson, Inc
  
  

• Initial Complaint

  Date:03/08/2024

  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.

  We bought a vacuum cleaner from Dyson just under a year ago. Heres the order info:*************************** ******************** ****************************************************** Your Dyson warranty is active Serial number: *************** The vacuum has broken down and is under warranty. I contacted them on 1/28/24 (pic attached) and the agent said the replacement part was out of stock and we would receive a email when it was back in stock. We never received an email. Then I talked to a virtual assistant (pic attached), they said we would receive a email when they process and place the order within the next 24hours, that was on March 1st. Then I talked to another agent on Wednesday 2/6/24. They placed an exchange order (pic attached) and said we would receive a confirmation email to my wifes email address, ********************. We never received a confirmation email. When we bought the vacuum we purchased the extended warranty, our vacuum has been broken for over two months. We still dont have a replacement vacuum and no communication had been made on order status, shipment status etc. Dyson took our money and they are not honoring the warranty. We want a resolution ASAP.

  

  Business Response

  Date: 03/15/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it caused. 
  
  We have reviewed customer's account and show they reached out to Dyson Support for assistance and an exchange ********** was created. The customer's return unit will need to be confirmed received in the Dyson warehouse before the replacement unit can ship. This process typically takes ***** business days. Only the main body, wand, 1 battery, charger, and main cleanerhead need to be returned. The customer can keep all additional attachments or tools to use with their replacement. The remaining warranty of the original unit will be adopted by the replacement unit. The customer should have received a separate email at the email address registered to their account with a return label. The customer can package and seal their return ensuring they remove or obscure any existing labels and affix the new label. The package can then be brought to the customer's local *** store for shipment. We recommend retaining return tracking so the customer can monitor the progress of their return. If the customer has any issues locating their return label, they can reach out to Dyson Support for assistance. 
  
  Thank you, 
  Dyson, Inc
  
  

• Initial Complaint

  Date:03/07/2024

  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.

  Purchased a Dyson humdinger-I did not like it so I returned it within the 30 days.I received it January 19th,February 19th Dyson confirmed that they received it.Today is march 7th and still no refund. *** contacted them many times and they told me I would be refunded within 14 days. I buy a lot of stuff from Dyson and just want a refund for the product I returned.My email is ********************** Sku: 1AN-US-SKJ1319A Order number- **********

  

  Business Response

  Date: 03/15/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it caused. 
  
  We have reviewed the customer's account and see the customer has opened a dispute on this transaction. We are not able to issue refunds while there is an active dispute. The customer will need to withdraw the dispute or wait for it to resolve. Once this is done our internal team will review the case and take further action if needed.
  
  Thank you, 
  Dyson, Inc
  

  Customer Answer

  Date: 03/18/2024

   
  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,
  
  *************************