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 Service Center Creve Coeur

  12609 Olive Blvd Creve Coeur, MO 63141-6313

• 

  Dyson, Inc.

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

  
• 

  Dyson Service Center

  6115 Jimmy Carter Blvd Suite D Norcross, GA 30071

• 

  Dyson Direct, Inc.

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

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:04/25/2025

  Type:Sales and Advertising 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.

  April 24th 2025 Called to purchase v15 refub vacuum Price matched **** Dyson store for $383.99 Price matched was done and validated Wanted to apply 10% coupon code I had valid on any purchase .Agent need to get permission to apply 10% . Created a case . Case cam back back rejected for both 10% and price match Even tho agent had approved .

  

  Business Response

  Date: 04/28/2025

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

  The customer is located in ****** and was attempting to price match a refurbished machine based on a listing found on ****. Additionally, the customer was requesting to match a coupon, which Dyson does not match. This would not be a valid price match per the Best Price Guaranteed policy, as shown on *******************************. 

  Best Price Guaranteed:
  
  Be confident that you are getting the best price on *******************************. If within 30 days of purchase you should find the same model advertised by an authorized Canadian Dyson retailer at a lower price, well refund you the difference. Just contact our **************** team at ************** to get started. Heres what youll need to know:
  
  Product must be the exact same model number as it appears on ******************************* and in stock
  
  Proof of advertised price by an authorized dealer is required (Copy of Flyer or Website URL)
  Authorized dealers are limited to Amazon 1st party (ships and sold from *********), Best Buy, Canadian Tire, ******, ******** Bay, Home Hardware, London Drugs, *****, ****, Rooms+Spaces, Sephora, ******************, TSC, Visions and ********
  Product must be new and in original packaging. It cannot be reconditioned (refurbished), used, damaged, returned, open box, "close out", "clearance" or a demonstrator product.
  Product price must not be lower due to an advertising error or misprint 
  Dyson reserves the right to rescind this offer at any time and/or modify these terms and conditions as needed.

  As the customer's request does not meet the requirements, we are unable to honor the request. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23250705
  
  I am rejecting this response because:

   

  agent on the call approved the price match

  if they had refused the price match I would have purchased through **** Dyson store. 

  Please listen to call recording 
  Sincerely,
  
  ***** A

  

  Business Response

  Date: 04/28/2025

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

  All price match request must be submitted to Dyson's Financial team for review to ensure they adhere to the Best Price Guarantee. While the request was submitted, as it is not a valid request, it was denied. Refurbished machines do not qualify for price match per the policy as stated on *******************************. 

  While we understand the customer's frustrations, we are unable to honor their request. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23250705
  
  I am rejecting this response because:
  

  if the policy is clear and what not.

  Id you guys to accept that your agent made a mistake. Provide incorrect information on initial call.

  Sincerely,
  
  ***** A

• Initial Complaint

  Date:04/25/2025

  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'm so disappointed with the quality of this airwrap and hate that I'm wasting my time on going back and forth. My original purchase was received on 11/27/2023 and it suddenly stopped working in less than 2 years of using it and no reason was explained. Under warranty, I got a replacement body on 4/4/2025 that didn't match my original color but I let it go and said ok, even though I saw the same color was in stock online. I did not ask for any compensation for inconvenience caused at that time. I got a letter on 4/24/2025, found out the replacement is faulty and has safety issues. And this is NOT ok with me. I don't want this faulty replacement part back to me again and for having another issue right after another really concerns me. When you look at the original one and replacement pictures, Dyson obviously used a different cord for a replacement part when it has to be the same quality as the original. I have a right to receive the same quality replacement so for Dyson to be cheap and send their customers unsafe, low quality parts are really showing what company they are. This is what I want from Dyson: 1. Since I specifically paid for Nickel/Copper because this is what I wanted so for a 2nd replacement, I want the same color and it is available in stock and it was before too. So send me the same color body replacement and please make sure safety measures are all followed and proper cord is used. 2. In the letter, it says the extended warranty will be given so I need Dyson to confirm a new warranty end date so I have it on my record.

  

  Business Response

  Date: 04/28/2025

  Hello: 
  
  Thank you for contacting Dyson.
  
  We are sorry to hear of our owners concerns. We have notified our owner of a potential concern with their machine. Our owner has contacted Dyson support, and we have advised on next steps regarding a courtesy repair of this unit. Due to the nature of the issue, warranty and other related information will not be quoted through this platform. Our owner should continue working with Dyson support to have their machine properly repaired and to confirm warranty dates.
  
  Repair of this unit will conclude with the same unit being returned to the owner. While color availability is not guaranteed, should our service teams determine an exchange is necessary, we may offer an alternate color based on product availability. 
  
  Thank you. 
  
  Dyson, Inc. 
  
  

  Customer Answer

  Date: 05/01/2025

   
  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.

  Dyson sent me the correct color replacement. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/22/2025

  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.

  My Dyson Animal 2 hose broke. I called the company and they told me it was outside the warranty but I could order the exact same thing, refurbished for under $200. So I placed the order.A week later I received a Dyson Animal ORGIN, which is quite a bit smaller and we cannot use.I spent TWO AND A HALF HOURS on the phone with customer service and then a supervisor. They agreed to email a call tag / mail label to pick up the item (email label to be received within 48 business hours) and issue a refund. After waiting 8 days and no email, called them back. Put on hold for 25 min and then hung up on. Called back, on hold again. Whats wrong with these people?? While on hold, went ahead and filed a dispute with my credit card company, as well as this dispute. Complete waste of my time. How ridiculous!

  

  Business Response

  Date: 04/22/2025

  Hello: 

  Thank you for contacting Dyson.  We sincerely apologize for any inconvenience caused and appreciate the opportunity to address our owners concerns. 

  Upon review of our owners order, we can confirm that they purchased a refurbished Dyson Ball Animal 2 Origin, which is different from our owners original Ball Animal 2. As noted on our website, refurbished machines are considered final sale and, therefore, are not eligible for return. 

  However, we understand the difference between these two machines may not have been anticipated, and we are pleased to honor our owners return request for a full refund. Should they agree to proceed, we will provide a prepaid return label to print, attach to the package, and drop off at the nearest *** location. Please note that *** pickup is not available for this return request.  

  Additionally, we respect our owners right to file a transaction dispute. However, we would like to note that initiating a dispute will place the funds in question on hold for up to 90 days, thereby preventing us from processing a refund. We will gladly proceed with the return; however, our owner must be aware an active dispute will halt the refund process until the dispute is closed and resolved.  

  To move forward, we kindly ask that our owner reply through this portal to confirm they would like to proceed with the return. Once confirmed, we will make the necessary arrangements and ensure the return label is sent promptly.  

  Thank you.

  Dyson, Inc.
  

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Order 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 reached out to Dyson support initially about air purifier / fan X2K-US-SKA0183A that I purchased on June 21 2024 failing. There is no service center close to me, so Dyson opted to send me a replacement unit. The replacement X2K-US-TEA0310A arrived Dead on arrival with the box covered in oil. After reaching out to support, they have refused to send me a return label and working unit so I can send this dead device back. When I asked, they just became rude and ended the chat. At this point I still have a dead fan, and support that instead of helping just left me holding a nonfunctional paperweight. I honestly have never had this much disrespect I have been shown from any other company that is not honoring their warranty.

  

  Business Response

  Date: 04/22/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  Our records indicate that the customer was shipped a replacement free of charge without the original machine being returned. This is not normal procedure. We would like to arrange for a replacement to be shipped as per the proper process as well as the free of charge machine returned.
  The exchange order number is 1653140091.Please inform the customer to drop off the package at their local *** Store location and the exchange order number is the shipping reference number. 
  The return order number is **********. Please inform the customer to drop off the package at their local *** Store location and the return order number is the shipping reference number. 
  Both machines will be required to be returned before the replacement can be delivered. 
  Thank you, 
  
  Dyson, ***

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23234317
  
  I am rejecting this response because:

   

  1. The box I was given to return is not able to be shipped in. It was given to me covered in grease and damaged. *** will reject this. I have tried to upload a photo of it here with no success.

   

  2. I have never been provided a return label. I have been trying to get one with no success. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/23/2025

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

  The customer can take the machines to a *** Store in their area and provide the reference numbers given in previous response. The reference number provides the *** Store the information they need to package and ship the machines at no cost to the customer. The customer will need to provide the return tracking received from the *** Store once the packages have been shipped. 

  After both machines have been received and confirmed in our warehouse via serial number, the replacement will process. 

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23234317
  

  This can be closed. We will see if Dyson sends me a working one this time, or if its another defective product. I was finally able to get it to **** however I would like to have it mentioned that based on this resolution, Dyson as a company, is discriminatory against ADA ******** customers. Being disabled, its not easy for me to get to **** They refused to schedule a *** pickup on my behalf when I mentioned this to them. 
  
  

• Initial Complaint

  Date:04/21/2025

  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 had couples email address that I cant even remember. I reached out to Dyson to replace my hairdryer due to smells burn and overheating. But the customer service kept asking me to verify the email address. Instead of helping me with hairdryer problem. I already provided them the product serial number. But they just kept asking the old email address I used before. I am so disappointed with the bad hairdryer and their customer service.

  

  Business Response

  Date: 04/22/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  As part of our customer privacy and to ensure security of owner's Dyson accounts specific details are required to confirm account details before actions can be taken, per Dyson policy.

  We are unable to identify the account, machine or email address with the information the customer has provided in this complaint. 

  We respectfully request the owner share the email address, serial number and full name and address on the account associated with the machine they are requesting assistance with.

  Once we have this information, we will be better able to assist the customer. 

  
  Thank you, 
  
  Dyson, Inc. 

• Initial Complaint

  Date:04/20/2025

  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 purchased a Dyson Supersonic Nural hair dryer (Strawberry Bronze/Blush Pink) set last month. A few days after the 30 day return window it started to smell burnt and stopped working. I contacted Dyson about a replacement since I love the machine especially since I am a set hair stylist in Hollywood by trade. They asked me to return the defective item and once tracking info was scanned by *** and active, they would release the replacement for shipment as the timeliness of this was important as I could not work without it. Didn't hear anything other than that it was received and after about 2 weeks I checked in and was informed that it was NEVER received and to reach out to **** I did and it was found in the back of the ********** that was supposed to ship it out. Finally some accurate tracking info showed it was on its way and received in Dyson warehouse on April 17th. STILL TO THIS DAY no replacement. I check in today because I HAVE NOT BEEN ABLE TO WORK SINCE MY INITIAL DEVICE BURNT OUT. Losing income!!! Only to be told that an empty box was received and to reach out to **** I AM BEHIND ON BILLS BECAUSE OF THE INABILITY TO WORK without the device and spent so much money on this faulty one that I can't afford to purchase a new one to work with meanwhile. I am at a loss of $600+ and have the receipts of my purchase and shipment of defective device from me through Dyson-provided return label to them. I JUST WANT A REPLACEMENT SO I CAN WORK AND NOT LOSE MY CAR OR HOME PLEASE HELP ME

  

  Business Response

  Date: 04/21/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  

  The information received and data found regarding exchange ********** shows inconsistencies compared to what was expected to be received, in addition to unit 6KD-US-TFJ2815A not being confirmed returned to the warehouse via warehouse inventory reporting. If there is any new information that can be provided which was not previously known, the Research Team is happy to review the additional details for a possible resolution.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23228772
  
  I am rejecting this response because:

  I returned my device. It was packaged correctly in the box with the label provided. The warehouse had to have mixed my package up or have the wrong item. I'm now without a $600 device and it's wrong to leave me like this.
  

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

  

  Business Response

  Date: 04/22/2025

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

  Unfortunately, due to inconsistencies with the information received and data found regarding the return, we cannot assist this individual at this time.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23228772
  
  I am rejecting this response because:

  I refuse and reject being told that I cannot be helped at this time. I sent in a Dyson hair dryer as requested. That is what should have been received. I paid over $600 including taxes and shipping and to be told I cannot be helped at this time? I refuse, you don't treat customers like this. Not after paying that much money only to have the item fail after just 30 days. I want a replacement my device is gone and I'm out money, time, and lost work because of the faulty defective equipment they sell. $600 is NOTHING to Dyson and right now it's EVERYTHING to me as my job relies on that device. Please do something that isn't ending with a response, "we cannot help at this time." Yes, yes you can. You lost my device or are intentionally hiding it. Make this right
  

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

• Initial Complaint

  Date:04/19/2025

  Type:Sales and Advertising 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.

  Dyson makes the claim on their website and in your order confirmation that they provide a Money Back Guarantee. I followed their instructions to the letter. Received the return shipping label from them. Shipped the merchandise. All done within less than two weeks from date of purchase. Received the email from them stating they received my return and that it would be 7 to 10 business days and then the refund would be sent. I received that confirmation on MARCH 18, 2025. When I called them, they stated that they could see where the merchandise was in their warehouse, but they had an error in their system that needed to be fixed before my return could be processed. They now say I need to wait again 7 to 10 days to see if they've fixed the problem and to receive my refund. That was 2 weeks ago. I want and need my money back. A clerical error on their end isn't my problem. A 6.2 billion dollar company is holding my $967.49 hostage because of their error. I informed them, and have every intention of reporting this false advertising to the ***. I want my money back.

  

  Business Response

  Date: 04/21/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, authorization for refund has been issued. Please, allow up to ************************************************* the account balance. Please note, it can take up to 2 billing cycles for the refund to be reflected in the owners' financial statements, depending on the bank policy. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23226694
  
  I am rejecting this response because:
  Wondering, is it possible to keep my complaint open a bit longer than 7 days?
  
  I'm satisfied with Dyson's response, but skeptical. My bank is pretty fast at applying funds since it was a checking debit vs a credit card. I'd like to wait to see if they really send the refund as stated before closing the case. The message they sent would be the third time they told me it's just 7 to 10 business days. 
  
  Can we keep it open, to ensure I receive the refund as stated?
  
  Thanks so much for your advocacy and help!!!
  ***** Scardino 
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/22/2025

  Hello: 
  
  
  Thank you for contacting Dyson.
  
  Our records indicate that the refund has been initiated with transaction ID ***************** on April 21st, 2025.
  
  Thank you, 
  
  Dyson, Inc. 

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the refund in my account on Tuesday April 22, 2025.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/19/2025

  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.

  Hi there I feel like I was tricked by Dyson to sending in my counterfeit Dyson air wrap that I bought for 318 off of **** I was able to register it right away and had a problem called Dyson they said no problem it's still under warranty sent it in never heard from them even though I was told I would hear from him as soon as they got it after 2 weeks decided to call him to find out how much longer was going to be cuz I never received a tracking number or anything called and they said not returning because the counterfeit but then they agreed they would overnight it back to me I live in a climate with very cold weather waited the next day didn't get tracking number called back in again they said they're not returning it so I felt like I was tricked and I was lied to I believe they ask people return items that they know is possibility of being a counterfeit and not giving them a warning that it would be kept if that was the case their customer service just told me what I wanted to hear each time I called till I got to a supervisor who could not give me any direct answers and not able to get a refund from **** because it's been too long it was purchased last July of 2024 I don't believe it's acceptable how Dyson is handling these issues now I'm at a hair dryer and 318 and no one seems to get the fact that fine they by law may be able to legally keep it but they are acting deceptive to get them back and lying to customers if I knew it was even a possibility I wouldn't have sent it in in the first place

  

  Business Response

  Date: 04/21/2025

  Hello: 
  
  Thank you for contacting Dyson. 
  
  We sincerely apologize for the inconvenience and understand the concerns raised regarding this matter.  
  
  Upon receiving a machine for return or exchange, Dyson conducts a thorough inspection to verify its serial number and confirm its authenticity as a genuine Dyson product. Per our service terms and conditions, if a counterfeit machine is identified, Dyson reserves the right to retain the machine to protect its intellectual property. After inspection, it was determined that the machine returned by the owner was counterfeit. As a result, we have retained the unit, and a replacement will not be issued.
  
  To assist the owner in recovering the funds paid for this unit, Dyson has provided a counterfeit certification letter. This letter can be presented to the retailer from which the machine was purchased, facilitating efforts to recover the amount paid for the counterfeit product. 
  
  While we understand the owner was able to successfully register the unit, it is important to note that manufacturers of counterfeit machines often produce counterfeit serial numbers that meet registration requirements. Registration of a machine does not imply nor guarantee its authenticity as a genuine Dyson product. 
  
  To prevent similar issues from occurring in the future, we strongly recommend purchasing directly from Dyson through Dyson Direct. This ensures the product's authenticity and protects against unintended counterfeit purchases.
  
  Thank you. 
  
  Dyson, Inc. 
  

• Initial Complaint

  Date:04/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my defective Dyson Airwrap to Dyson for a replacement, but they are now claiming the item they received is not the correct one and advised me to contact *** to file a claim. However, *** informed me that I cannot initiate a claim since I was not the one who created the shipping label. I am seeking assistance in resolving this matter, as I followed all instructions provided by Dyson and am now left without a resolution.

  

  Business Response

  Date: 04/21/2025

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, a replacement has been issued with signature required for delivery. The replacement will be the new ****** **** color as the original color is not currently in stock. Please, ensure that someone 18 years or older is present to sign for the delivery. 

  Once the order completes processing and ships the owner should receive an automated email from *** with the shipping details and tracking number. 
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  
  Thank you.
  Dyson, Inc. 

  Customer Answer

  Date: 04/24/2025

   
  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

  Date:04/18/2025

  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 lost two items in the la fires and the agent told me that they would be able to replace it but now they dont want to.

  

  Business Response

  Date: 04/21/2025

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

  Dyson provides a limited warranty that covers manufacturing defects but does not extend to wear and tear, accidental damage, or maintenance-related issues. While we empathize with the challenges the customer is facing, damage caused by a fire falls outside the scope of our warranty coverage. Unfortunately, we are unable to provide assistance beyond standard troubleshooting in this instance. We recommend that the customer reach out to their homeowner's insurance provider to explore compensation options for the damage.

  Thank you,

  Dyson, Inc. 

  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23224520
  
  I am rejecting this response because:your agent promised me that you would be able to. 
  
  Sincerely,
  
  Arya ****

  

  Business Response

  Date: 04/21/2025

  Hello:
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of our owners concerns, and circumstances under which their Dyson machines were lost. 
  
  As noted in our prior response, Dyson provides a limited warranty that covers manufacturing defects and malfunction. However, this does not extend to wear and tear, accidental damage, maintenance-related issues, or lost/theft of a machine. Loss of said machines by fire is not covered by warranty and therefore we are unable to honor a replacement request for any machines affected by this event. Our sincerest apologies for any inconvenience or confusion regarding our warranty and eligibility requirements. 
  
  The above is our final determination regarding this inquiry.  We recommend our owner contact their homeowners insurance for further assistance with their request. 
  
  Thank you. 
  
  Dyson, Inc.