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.

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

  
• 

  Dyson Store

  8109 River Rd Petersburg Petersburg, VA 23803

• 

  Dyson Direct, Inc.

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

• 

  Dyson Service Center Creve Coeur

  12609 Olive Blvd Creve Coeur, MO 63141-6313

• 

  Dyson, Inc.

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

  

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:12/02/2023

  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.

  Had an issue with my vacuum. Spoke with a representative over the phone and was informed that my vacuum was still under warranty. Allowed the representative to have access to my phones camera to see the issue with vacuum. Then was told to ship it to their service center. Was told the whole process takes ***** business days. It has been 18 business days (almost a month total time), and no one has been able to tell me where we are at in this process. Repeatedly I am told that they will escalate this issue and that I will be getting a call/email concerning this topic. Nothing ever changes. I am at the point where I will have to buy a new vacuum soon because I have been without one for almost a month now. The order number for this is ********, the tracking number for delivery confirmation is 1Z2Y55899096631824.

  

  Business Response

  Date: 12/11/2023

  Hello,
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, our records indicate the order has been shipped with *** tracking number 1Z58333F0315019630. With an expected delivery date of Wednesday, December 13 by 9:00 P.M.

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

  Please, notify us if this delivery is not received as expected.
  
  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 12/11/2023

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

• Initial Complaint

  Date:12/02/2023

  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 ordered a Dyson fan on 11/27. On 12/1 I received a vacuum in error.I called customer support, which led to a 40 minute wait to speak with anyone. The proposed resolution was to go through their ***************** process, which will take around 3-4 weeks, and theyd include an air filter for free.This is insufficient. This error is entirely due to Dyson, and the proposed delay is fairly absurd and will take up about 50% of the winter, which was the point of this order.Id like ********************** to immediately ship me the correct product that I paid for.

  

  Business Response

  Date: 12/11/2023

  Good Afternoon,

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

  We have reached out directly with the customer to resolve this matter.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20948351
  
  I am rejecting this response because:
  
  I ordered a fan, and was sent a vacuum cleaner.  Dyson then refused to refund or exchange until the erroneously sent vacuum reached their store.  And they had me arrange for shipping the rather large item back to them.

  Tracking shows that the item arrived at their warehouse a week ago, and I have not received an acknowledgement, and certainly not a refund.

  Ive now spent 2-3 hours on hold with Dyson, had to deal with the inconvenience of sending back an item they erroneously sent me, have had weeks of Dyson keeping a charge on my card and not shipping the correct item, and despite all of that Dyson is unwilling to do anything at all to make the situation right.

  Im fairly shocked that a brand that positions itself as a luxury good would be so unwilling to make things right for a customer after an obvious error on their part leading to a significant inconvenience.

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

  

  Business Response

  Date: 12/14/2023

  Good Morning,

  Thank you for your reply to Dyson.

  We have been in contact with the customer via email since the initial response from Dyson on this platform, and had advised a refund has been provided. As provided in the email to the customer the refund has been submitted. The refund can take up to **** business days to complete.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20948351
  
  I am rejecting this response because:

  I dont dispute the company has sent emails to me.  The issue is that the emails offer no form of compensation - coupon?  Free filter?  Discount code for an accessory?  After spending 2-3 hours on the phone with Dyson, and needing to manage returning the item sent to me erroneously, I find it unacceptable that company is unwilling to do anything to make it right.  To make up for the error they made in sending me thr wrong item I needed to spend hours on the phone, have a hold on my card for weeks, and accept a weeks long delay during holiday gifting season making up for their error.

  Id prefer to have the dispute on a public site because the company makes no attempt at reconciling the situation in private communications.

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

• Initial Complaint

  Date:12/02/2023

  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.

  - Date of transaction: 03/22/2021 - The business committed to providing me an exchange for my vacuum that broke under warranty. The warranty expires 03/22/2026. - The nature of this dispute is a long one. It started with a simple warranty service for a vacuum that lost its suction motor. The service rep was very nice while we troubleshot some of the issues on the video call. He provided me with a reference number (not a shipping label) to bring my machine to the local *** for a drop off. This is where red flags started to happen. I drove all the way the *** store and the the reference number to ship the machine did not work. I called them, got another reference, drove to another ***, didnt work. Repeated this 4 more times until dyson finally sent me a shipping label to their warehouse (not the service center). It was delivered to Dyson on 17 Oct 23 (1Z9X7V700301128975). Since then, Dyson is unable to do ANYTHING for me. I have called almost every other day after the initial quoted ***** business days. I am constantly told wait an additional ***** business days. No progress. I can request status updates in 1-2 business days. No updates ever come. Even call back requests go ignored. I have yeet to receive a single call back. I received one generic status update email, which was a copy/paste policy that had no meaningful update to my situation. Every time I call them, I need to restart. I have pushed and pushed to stay on the phone to prevent this. Some calls have been over two hours, to which I am inevitably told that I will receive a call back/email. Never happens. I was just pushed off, so they can move to their next customer. However, this complaint was a recommendation of one of their employees. They know this is an ongoing issue. I do believe the BBB needs to update Dyson's A+ rating. Look at the reviews, they are eerily similar to this one and there are hundred. Dyson is stealing from their customers. I have so much more, but not enough room to keep going.

  

  Business Response

  Date: 12/11/2023

  Hello,
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, our records indicate the order was delivered with *** tracking number 1Z58333F0314769519 on Thursday, December 07 at 5:24 P.M. 

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

  If this package was not received by the owner we request they check with the door or gate attendant, neighbors or leasing office and notify us if the package is confirmed lost. 

  A claim will be required with ***. The *** claims process can take up to 8 business days to conclude.

  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 12/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This process should not have been this difficult to resolve. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/02/2023

  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 order was placed prior to Black Friday, and the delivery has been delayed twice due to the courier service failed to access the gate code. This is horrible customer service, and I am furious about the not-caring attitude by Dyson. I also have sent inquiry to Dyson regarding my order, yet, no replies have been sent from either parties. When attempting to resolve this issue, Dyson customer service did not provide enough assistance in resolving this complaint, and insist that it is the customer's liability to contact the courier service to resolve this issue.

  

  Business Response

  Date: 12/11/2023

  Hello,
  
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns.  After review of the account, our records indicate that the package was delivered on 12/5/2023 at 6:15 PM with tracking number ***************.

  Our sincerest apologies for any inconvenience and we thank the owner for their continued patience.
  
  Thank you.
  Dyson, Inc

• Initial Complaint

  Date:12/01/2023

  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 filed an exchange with Dyson on 11/13/2023 free of charge due to the Dyson warranty. My TP7A Dyson fan stopped working properly and I was told by a representative that I would get a TP07 Dyson, since my the TP7A was no longer in stock. I've called Dyson 3 or more times and contacted Dyson via chat about 4 or more times. Every representative I've spoken to since 11/13/2023 keeps providing the false promise of filling a "release form" with the warehouse and that I'll receive an update in ***** hours. So far this has been ABSOLUTELY NO CONTACT OR UPDATES! I'm extremely disappointed with this poor customer service especially since ********************** is a luxury appliance brand. According to the order and tracking number (Order number: ******** Tracking Id: ******************* my defective TP7A Dyson was indeed received by the Dyson warehouse in *******, **. I need this Dyson fan to control my asthma. A representative via phone on 11/28/2023 told me that the Dyson fan would release from the warehouse in the next ***** hours. I've received NOTHING! Dyson I ask you to ship my Dyson TP07 immediately, or I need to be provided a store credit of ($649.99 value of TP07). My shipping address is: ************************************** ****************************************************

  

  Business Response

  Date: 12/11/2023

  Hello,
  
  Thank you for contacting Dyson. 
  
  We are sorry to hear of the owner's concerns. 

  Our records indicate the replacement machine has been delivered with *** tracking number 1Z58333F1314911701 on Dec 9th, 2023.

  *********************************************************************************************************************;

  If this package has not bee received by the owner we will be required to file a claim with *** before a new replacement can be issued. The *** claim can take up to 8 business days to be concluded. 
  
  Thank you.
  
  Dyson, Inc.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20947269
  
  I am rejecting this response because: the tracking number provided to be delivered to ******************************************************************************************* still says "label created". I have not received my replacement. The tracking number "1Z58333F1314911701" does not match the tracking number "1Z2Y55899098479979" Dyson provided to me in an email. I am extremely disappointed with this lack of customer service and transparency on where my Dyson replacement is. Now I have no Dyson at all! And the proof of delivery on tracking number "1Z58333F1314911701" shows the picture of a stairwell and there's no Dyson in the picture! This is tracking number "1Z58333F1314911701" is bogus! 

  Please see screen shot of the email Dyson sent to me with the "1Z2Y55899098479979" tracking number. 

  Please see screen shot of status saying "label created" for tracking number. This is proof nothing was delivered. 

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

  

  Business Response

  Date: 12/17/2023

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

  We have reviewed customer's original call dated November 13, 2023 and confirmed the shipping address customer provided during the call is different than the shipping address customer notated on this complaint. The unit was shipped and delivered to the address provided during the call. Our record show this unit is currently in use and online. 

  As customer is disputing receipt of this product, we have initiated a *** Claim. The claim can take up to 8 business days to complete. Once completed, our internal team will review the *** findings to make a final determination. 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20947269
  
  I am rejecting this response because: I specified on the phone call on Nov 13th that I wanted it shipped to my *** Store mail box (address: ************************************** ****************************************************). I wanted it shipped here because I feared someone stealing my package from my front door! If the device is online, clearly someone took it or it was shipped to the wrong address! THIS IS EXACTLY WHAT I FEARED WHAT WOULD HAPPEN. In addition to constantly reaching out to Dyson via chat over several times, I called Dyson on Nov 27th to confirm my address again and that status of my replacement. I was on hold for over 90 minutes! Please see the snap shot provided showing that I called Dyson's customer service number on Nov 27th. And whenever I communicated with Dyson via chat or phone, the representative would also verify my shipping address (************************************** Ste ************************************************) in order to identify my account. 

  And once again the Tracking number (1Z2Y55899098479979) provided via email Dyson does not match the Tracking number (1Z58333F1314911701) in their BBB response. Dyson clearly did not ship my replacement. 

  I would like to be compensated for the amount approx. $549.00 for my Dyson Fan TP7A. 

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

• Initial Complaint

  Date:12/01/2023

  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 called Dyson about a machine I had. After the company researched, they realized I paid for a **** V8 and was sent a V7. I never thought to check it out. I was then told they would give me a refund after I returned the V7. I paid $373.18. I returned the vacuum and was received 10-18-2023. I have called and emailed wanting to know whern I would received a refund, Here is their reply.Hello ******,Thank you for contacting Dyson.We are sorry that you have not received any update. We have forwarded the issue to our dedicated team and they will give you an update on your order within 24 to 48 business hours. We request you to wait till that time for the update. We appreciate your patience.Here at Dyson we are constantly evolving and designing newer and better technology. As new models are released, we will update the offerings on our website: ***************************************** If you have any other questions, please don't hesitate to let us know. Thank you again for contacting Dyson. Kind regards, ****** - Dyson Expert Contacted them on 11-07-2023 Here is the response Good Afternoon, Thank you for contacting Dyson your technology company We want to apologies for the inconvenience that have not received your refund like I explained during the call there has been delays regarding refunds. Reviewing the information left on notes under your account the time frame for the wait for your refund is **** b-days. We want to appreciate your patience ma'am. You can always give us a call at ************ if you any questions or concern of the process being made. I hope you have a safe and wonderful day Dyson support I still have not received a refund Dyson has the vacuum and I have nothing. I would like a refund as per all the conversations. The problem is that you cannot speak with anyone in the US as they outsource to ********. Whatever you can do to get my refund would be greatly appreciated.Thank you ****** *****

  

  Business Response

  Date: 12/11/2023

  Hello, 
  
  Thank you for contacting Dyson. I apologize for the delay and any inconvenience. 
  
  We have reviewed the customers account and our refunds team is looking into the status of the refund. The customer can expect a resolution via email once we have an update.
  
  Thank you, 
  Dyson, ***

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20946043
  
  I am rejecting this response because they have said this for the last two months and have NOT issued a refund.

  Here are the correspondences

  Here is a response from 10-18-2023

  Dear ******,
  
  Your Dyson V8 return has been received by our returns center and is being processed. Please allow **** days for your refund to be issued.
  Order Number: **********
  Product Name: Dyson V8, Serial Number: ***************, Quantity: 1
  Tracking Number: 1Z2Y55892693308774
  
  
  Regards,
  
  Dyson Customer Care

  Response 10-31-2023

  Hello  ******,
  Thank you for contacting Dyson.
  We are sorry that you have not received any update. We have forwarded the issue to our dedicated team and they will give you an update on your order within 24 to 48 business hours.  We request you to wait till that time for the update. We appreciate your patience.
  Here at Dyson we are constantly evolving and designing newer and better technology. As new models are released, we will update the offerings on our website: ****************************************************;   
  If you have any other questions, please don't hesitate to let us know. Thank you again for contacting Dyson.Response 11-07-2023
  

  Good Afternoon,
  
  
  Thank you for contacting Dyson your technology company
  
  
  We want to apologies for the inconvenience that have not received your refund like I explained during the call there has been delays regarding refunds. Reviewing the information left on notes under your account the time frame for the wait for your refund is **** b-days. We want to appreciate your patience ma'am. 
  
  
  You can always give us a call at ************ if you any questions or concern of the process being made.
  
  I hope you have a safe and wonderful day

   

  Response *********

  Thank you for your reply,
  
  We are really sorry to hear that you are looking to return your order. We will be happy to assist you with this today.
  
  As per our records,  return has been already initiated and your reference ID number for the return is 1150084697.
  
  Regarding the timing of your refund: Typically we ask you to allow **** business days for the warehouse to process the return and get confirmation to our accounting team. Once that process is done the money should be on its way back to your financial institution. 
  
  However it may take up to 1-2 billing cycles for you to see the refund on your paper bank statement, depending on your financial institution's policies. 

  Response 11-10-2023

  Hello ******,
  
  Thank you for your reply,
  
  We are really sorry to hear that you are looking to return your order. We will be happy to assist you with this today.
  
  As per our records,  return has been already initiated and your reference ID number for the return is 1150084697.
  
  Regarding the timing of your refund: Typically we ask you to allow **** business days for the warehouse to process the return and get confirmation to our accounting team. Once that process is done the money should be on its way back to your financial institution. 
  
  However it may take up to 1-2 billing cycles for you to see the refund on your paper bank statement, depending on your financial institution's policies. 
  
  12-11-2023

  Hello,
  
  Thank you for contacting Dyson support. Your inquiry is in the hands of our resolution team. We would be happy to assist you. I am so sorry to hear about the issues you encountered with your order #********** as well as with receiving your refund. Our refunds team is looking into the status of your refund. I will follow up with you once I have an update.
  
  
  If you have any questions or concerns in the meantime please feel free to reach out - we are always happy to help here at Dyson. I hope you have a wonderful rest of your day!

  

  Business Response

  Date: 12/14/2023

  Hello,
   
  Thanks for contacting Dyson. We apologize for the delay and any inconvenience it may have caused.
   
  We have reviewed the customer's account and see the customer was issued a refund for their order on 12/14. It can take up to a full billing cycle for the refund to show on the customer's statement. We now consider this matter resolved. 
  
  Thank you, 
  Dyson, ***

  Customer Answer

  Date: 12/16/2023

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

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson vacuum on 6/14/23. (******) On 9/23 the suction brush separated from the ball on the vacuum, I contacted Dyson who troubleshooted over the phone and I was able to reconnect the suction brush. Again on 10/23, again on 11/28/, I contacted Dyson, I insisted that a permanent resolution be made. I was given a confirmation # and told to take vacuum to **** I went to **** and they had no # in their system, I called Dyson again, they sent me another # , again *** did not have the no. 3 calls , 3 hrs on the phone. Finally, I got a label via email, *** said they need payment for the box, while still on the phone with Dyson I was asked to pay for the box and Dyson would reimburse me. I spent 25,49. Now Dyson said they cant reimburse me as they dont have the money. Offered merchandise. I want to be reimbursed. I escalated the matter and still told they cannot reimburse me. This Vacuum is still under warranty. This is their issue. Thank you for your assistance.

  

  Business Response

  Date: 12/11/2023

  Good Morning,

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

  Dyson has three methods in place to ship a unit back to Dyson. One of these methods would need to have been used for Dyson to pay for the shipping back. We would be unable to reimburse any shipping costs.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20946000
  
  I am rejecting this response because:
  
  I dont know what methods Dyson is referencing, I advanced  my funds to return a product  that was still under warranty, that wast broken, I would not have advanced the fund's, if I was  not  asked to do so by your expert, with a promise for reimbursement.  I did not do this on my own.  Further more this  vacuum is still working.  .  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/11/2023

  Hello,
  
  Thank you for contacting Dyson. We apologize for any incorrect information you may have received. 
  
  Dyson would be unable to refund monies paid to another company. We are happy to offer a free accessory in lieu of a refund for the cost of the box. Customer can reach out to ********************** Support to have an accessory ordered. 
  
  Regarding the concern with the machine now functioning, we do show that the unit passed all performance testing prior to shipping back to owner. If customer continues to have issues, they would need to reach out to Dyson Support for further troubleshooting. 
  
  Thank you, 
  Dyson, Inc. 

• Initial Complaint

  Date:12/01/2023

  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 purchased Dyson Corrale Straightner Dec 2021. My Straightener stopped working properly in June and has since declined holding battery charge. I contacted Dyson 11/6/23 about the issue and was informed my product was still covered under warranty until 12/16/23. I was given simple instructions which I thought were fairly easy to follow to take my machine to the *** and provide a reference # ********** so they can ship out for me. This was sent on 11/9/23 with tracking # 1Z866R5V0376124403. Dyson received my machine on 11/13/23. I never received any email confirmation of this transaction being completed. I have been calling them over the course of the last two weeks to 1. Confirm they received my machine and 2. Check status of my replacement being sent out. Each time I've received different responses and promised that a "supervisor" will call me and a tracking # will be received same day. I have not received neither. I am currently on the phone with them now and still being told that my shipment was received and I will get a tracking # in 2-3 days. I requested to speak to supervisor again and "none" is available. The agent just has me on hold been on the phone for 1 hour and ********************************************************************************************************** an ETA of when it'll be back in stock. This has been so frustrating all together spending an hour on hold to be told the same thing. Its very dissatisfying given the amount of money spent for this brand. I will no longer consider another purchase from Dyson. I will just like my item replaced.

  

  Business Response

  Date: 12/11/2023

  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 resolution has been put into place with their replacement currently expected to arrive 12/14/2023. We now consider this matter resolved.
  
  Thank you, 
  Dyson, ***

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20944219
  
  I am rejecting this response because:
  

  No tracking number has been provided to me as of today 12/11/23 over the phone or by email. This is not resolved until a tracking number can be provided. I have been asking for one over the course of the last three weeks and still have not got one. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2023

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

  We have reviewed customer's exchange and show the replacement was delivered December 14, 2023 to the address customer provided. At this point, we would consider the issue resolved under the warranty exchange. 

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct 26 I had placed an order online for a cordless vacuum which was scheduled to be delivered on 10/28 according to their confirmation email shipping via *** ground. After the initial delivery date passed with no delivery the tracking stated that delivery was delayed. I contacted Dyson by email on 11/4 asking for an update, but did not receive a response after over 24 hours (their requested wait time). I then called on 11/6 and spoke with someone to get an update on delivery and to request a replacement which was denied due to their needing to investigate. After waiting an hour to speak with a supervisor I requested a refund which was confirmed via phone and by email by, *****. I have still not received a refund after waiting their requested **** business days. I emailed asking for an update on 11/27 from Kaudi or Sunil (who responded on 11/10 to my initial 11/4 inquiry). I emailed again on 11/29 asking again for an update and have also filed a complaint with Paypal. It has now been over a month since the original purchase with no product and no refund.

  

  Business Response

  Date: 12/11/2023

  Good Morning,

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

  In review of the customers order, the customer filed a dispute with their financial institution. Dyson cannot assist further. The investigation will need to be completed by the financial institution. 

  Thank you, 

  Dyson, Inc. 

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We returned a Dyson Airstrait on October 6, 2023. My wife contacted Dyson several weeks ago regarding our account not being credited for the return of the airstrait. They said they would be putting in a request to make sure the return is processed as they could see the item was received by Dyson. The original order number was **********. The *** tracking number for the return was 1Z2Y55899092746477. It's been two months and still no refund. My wife called again yesterday and was told they can see they received something from us but they don't think it was an airstrait. They don't know what it was but wont refund our money. They told us to contact *** for a refund. We sent the original item back in it's original package. We've never dealt with a company that was either this deceitful or this incompetent, especially a company of this size. We want our overdue refund for the airstrait that we returned

  

  Business Response

  Date: 12/11/2023

  Good Morning,

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

  In review of the customers account, and what was received back with tracking 1Z2Y55899092746477. A refund cannot be approved at this time, as we cannot confirm the return of the physical unit via return inventory reporting. We have reviewed the request to return/exchange the existing unit and the documentation submitted by the person. Based on our findings, we cannot honor the request. The information received and data found regarding return ********** shows inconsistencies compared to what was expected to be received.

  Thank you, 

  Dyson, Inc.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20943429
  
  I am rejecting this response because:

  We spent $500 on an airstrait. We returned it using their *** return label. They confirmed that they received the package but are now saying they dont know what they received. They are claiming they cannot confirm it was an airstrait. We used the original packaging and their *** label. We went back and confirmed that the weight of the package was correct. They cant even tell us what they received. I am 100% positive, we sent them back the airstrat. They have basically stolen $500 from us. We will also be filing a complaint now with the consumer protection agency. They are either completely incompetent or completely dishonest. We have purchased three hairdryers, three airwraps, and one of the old style straighteners from Dyson. This is our first time trying to do a return and we have seen what a horrendous company this is.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2023

  Hello, 
  
  Thanks for contacting Dyson. We apologize for the delay and 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: 12/16/2023

   
  Complaint: 20943429
  
  I am rejecting this response because:

  I don't care about your internal inventory problems. We returned the airstrait in it's original packaging using your return label. How do you justify stealing our $500. If we could return our 7 other dyson products we would. We will be filing a complaint with consumer protection, writing to your CEO, and eventually filing a complaint in small claims court. With your next reply can you please provide a name that we can include with our letter? If it gets to court I'll be asking for restitution for the hours I've spent trying to resolve what should have been a simple return. I'm seriously upset by how we've been treated by your company but.....Merry Christmas anyway :( 
  
  Sincerely,
  
  *****************************