Dyson
Reviews and Complaints
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Verified Reviewer
Your terrible customer service, please provide CEO with copy of this email.
First, I love my Dyson V10 that I purchased on 11/22/1920. It stopped working, so I called and troubleshooted, and determined I needed a new battery.
Over the last month, I have made four phone calls, each one more terrible than the previous one. First, I could hear dogs barking in the background and so many people talking that I couldn't hear the person speaking. My first call was to find out where my battery was, only to find out they had an old email address. I provided a new one and they said the battery would be sent.
I called two more times and after much checking, I was told it would be shipped that day. Well, after waiting another three weeks, I received an email stating it had been shipped, only to then get an email that the order was cancelled with no explanation. When I called, the representative had no idea why and said he would have to look into it. He then said it could be due to one of three reasons and that I could reorder.
But why would I reorder when no one seems to know what they are doing? First, it's shipped; then it's not; then it's shipped again, only to be cancelled. I have spent so much time on the phone without any satisfactory outcome. I don't feel that I can reorder my battery.
I have lost respect for a company that makes a great product. What's the problem here? Will you compensate me for all the time I've spent and received nothing in return? I've gone without a vacuum now for over a month.
I believe I deserve an explanation. Without a battery, my vacuum is useless. But I refuse to place another order with you. Do you have a suggestion on how to solve this problem?
I hope you can provide adequate training for your customer service staff and be honest. If you don't have the battery, don't tell me it has been shipped.
- Great vacuum
- Terrible customer service
- Non delivery of battery
Preferred solution: Apology
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Verified Reviewer |
Central Islip, New York
Battery exploded horrible customer service
Dyson never called me to see if I was alright due to the fire caused by their vacuum.All they did was send an email saying that they werent responsible and that it was my fault.This couldn’t be further from the truth
While trying to swap out the head unit I was required to remove three small screws. The last screw was difficult to remove, so I increased the pressure on the screw. All of a sudden I heard a loud pop and saw a ball of fire in front of my face. I was able to pick up the unit that was on fire and throw it on my deck. Unfortunately, it burnt *** in my carpet and couch.
So, I understand that products have issues, but what is not excusable is Dysons customer service. I have been trying to get someone on the phone with Dyson for almost 2 weeks now. Not one person has called me back, although I have left 5 phone messages with customer service.
You would think a big company like Dyson would get back to you with a serious problem like almost catching my home on fire. NOT ONE CALL!!
I have been pleased with the Dyson products I have purchased over the years. Although, I never needed to call customer service. Now that I have gone through this horrible experience, I will post this same review on as many sites that I can. I will never purchase a Dyson product again!!!
User's recommendation: Buyer beware - exploding battery
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Verified ReviewerResolved: Need my refund
Company fixed the issue and I have been provided with full refund.
Nothing has changed. I have called DYSON almost every day and still get my money should be returned within 7 to 10 business days and they’ve been saying this since January 5 I’ve opened a case with Better Business Bureau.
I am waiting for a full refund. Im unable to get anyone to speak clear English on the phone.
Dyson keeps telling me I will get a refund, but Ive yet to receive one. I try Instagram, X, chat, email, and calling... I feel like Im in the Bill Murray movie Groundhog Day.
Its so unfortunate. It saddens me that a company like Dyson does not value its customers.
- Great product
- Pricing to high
Preferred solution: Full refund
User's recommendation: Shop with a company that does not have problems with return and warranties. If you read DYSON’s reviews, it doesn’t look well. I wish I read them before I purchased
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Verified Reviewer |
Penticton, British Columbia
Resolved: Service failure
Company fixed the issue and I have been provided with apology.
I contacted Dyson and was told that a replacement battery would be sent to arrive within a few days. Having not received it after 2.5 weeks, I called and was then told, that they were out of stock on that battery and would be 1-2 months before one was available.No one had contacted me to advise me of that. When that delay was not satisfactory, I was told they would send me a box (I no longer had the original) and I could return the unit (less accessories) and upon receipt, they would send a whole new unit. Approx.
10 days later, I did get a box that was a old battered up one that was not the right size to hold the product. I called and advised them, and I was told that they would send another box and it should arrive within 5 days. Having waited 2 weeks, nothing showed up. So I called again and explained again what was going on, I was told they would request that another box be sent and would arrive within 5 days.
Assuming I get one this time (that I can use), I will have to wait for it to arrive back at your warehouse, and then wait for the replacement to arrive. So by then, I will have had the item for 4 months and unable to use it. This is appalling service! I have purchased of your 2 of Ball animal units over the years, one recently.
I also had a smaller stick one which bought years ago as my first Dyson and still have it. So while the product is great, the follow up to issues is awful.
Follow up. The replacement box was promised with 3-5 days on April 24th. It is now May 3rd and no box.
So I've had this vacuum since mid December and I am still not able to use it. Appalling!!!
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Verified Reviewer |
Corvallis, Oregon
Information
Well, in actuality, the gentleman was very friendly handled my problem and it is taken care of and I gave him a good rating
User's recommendation: Always try to be nice to the people that are helping you they don’t run the business. They’re just employees so be kind.
Fraserburgh, Aberdeenshire
I ordered one vacuum was sent and charged for two trying to return the one I didn’t order and get my money back has been the worst and most frustrating process I have ever dealt with.
Dyson mistakenly sent and charged me for a second vacuum when I ordered one. Have spoken to numerous customer support people ( two said they would send a new vacuum) and one week later vacuum I didnt order is still here although I was informed it would be uplifted yesterday.
Worst customer support Ive ever dealt with. They still have my money till vacuum is returned. So they are in no hurry to uplift it.
Wish I had just bought one from Argos. Dyson used to be such a good company but they dont give a hoot about their customers now.
User's recommendation: Do not buy Dyson products from their website. Purchase them somewhere else.
Never got refund!!
Returned the vacuum because the wrong one was sent. UPS confirms it was delivered but I never got refunded despite calling and using online chat repeatedly. It has been almost four months.
- Will not refund after receiving the item back
Preferred solution: Full refund
User's recommendation: Do not buy from Dyson
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Verified Reviewer |
Silver Spring, Maryland
They have voided my warranty for no reason and another written agreement that we both signed
Kyle stated since I accepted a new machine, that seals the deal and or agreement even though it was not signed. What was a main part of this deal was that this new machine stated and the agreement as well that this is the first Dyson that had no filters to change or wash.
That is 100% false. More lies by Dyson and Kyle. Since they wrote this agreement/ contract and stated this machine has no filters to change or wash, it voids that agreement and goes against the writer of the agreement which is contact law. That is basic contract law, they know it but care less.
Dyson has based there whole concept of a machine that is efficient and needs no filters to change or wash which are all lies.
They may not need a bag, but they need a great deal of maintenance and expensive filters. This is a company you cannot ever trust!
I received a suspicious email today from a Dyson email CAMS@***.com and it says "Legal Americas for Dyson" and it has an attachment but since I have no idea who it is from, I do not open attachments I do not know who they are from. I received another one before from a customer service person and under there name it said Dyson Legal.
It seems everyone at Dyson is an attorney or pretends to be. They give no firm name, or attorney name, just imply a lot of baseless and unfounded threats. I guess they do not like the truth written and documents that support and prove the allegations. My suggestion to all is take the time to file a complaint with the FTC or Federal Trade Commission.
Once they get enough complaints, they might act.
You would think after all the money Dyson has made and by misleading information, he would now be able to honor better customer service but it has gotten a lot worse. I only hope more people will think twice before getting involved with a Dyson product.
I bought a Dyson DC7 on or about 2012. It indicated that it had two filters and one could be washed and the other never had to be changed, cleaned or washed for the life of the machine or ever you may as well say When using the vacuum one day, it just cut off.
After checking it over, I noticed the motor was to hot which used the post motor filter. It was clear to me the filter was clogged so bad it was restricting the air through the motor causing it to overheat. I called Dyson to ask if the motor was thermally protected and they told me it was. All the equipment I ever worked on I had never seen a filter that never had to be changed or washed and this was no exception and knew than this was a clear case of false advertising.
Dyson would not do anything but offer to sell me a new filter. I filed a complaint with the BBB and was than contacted by Dyson. Dyson agreed to send me 4 new post motor filters each year for the rest of my life, (This is how they worded it) In or about 2021 they stopped making the DC7 and all the parts including the filters. They offered me a new Dyson.
The contract they sent said I would not receive a warranty. I would not accept anything with no warranty, so I changed it saying it would come with a full warranty, and I signed it and sent it back. etc. The Dyson representative I was dealing with signed it and sent it back, and she did register the vacuum warranty and sent it to me before they even shipped it to me.
Before I accepted this machine, I asked if this took any filters that had to be changed or cleaned and they told me no! The box it came In says you never have to wash, clean or replace the filter for the life of the machine. It stated this on all four sides of the box.Recently I called Dyson to have this service done and they told me I can take it to any UPS store and they will box it and send it for me, so on October 10/ 2022 I took it to the store. Before I took it I cleaned the machine inside and out and it was spotless and clean enough to eat off it.
. I recently learned that this has two filters in it and some say they are the same and some say they are different? In any-case, I asked the service guy if they were replaced and he told me they were very dirty and were replaced and should be a few times a year. I asked the cost of them and the pair is almost $100.00.
Since then I tried contacting the person who sent me this new Dyson to replace the DC7 with a UP14, but they do not reply to their emails or have a phone set up now so I do not know if they are there any longer.The agreement she sent me I did not sign because I would not have a warranty. It also said they retired the DC7 and the parts and that it would end the 4 filters for my life time. I have been on the phone with Dyson since this recent repair on the UP14 for days. I told them this is the same as the DC7 and is false advertising because it has replaceable filters that need changing often.
You cannot get to anyone with authority but in one of the last emails sent to me by Kyle, he said I altered the original agreement and even though it was signed by their agent, it is void and they will stand by the original agreement that I did not sign. Also I have no warranty and I should have been charged for the recent service.I have been asking them for 8 filters four times per year for the rest of my life like before but they said NO.Some at Dyson said you need to wash the filter every 30 days and some say replace it. It is made of paper so you cannot wash it. No one at Dyson knows what they are talking about.
From what I can tell, it takes two filters at about 100.00 a pair per year if not sooner. Since it was under warranty, I sent it to Dyson for a small repair and they sent it back with new filers I believe but forgot the part but sent it to me the next day. It says I still have 39 months left on the warranty. Their warranty terms are written very ambiguous and they do not even follow what they are.
No doubt this is false advertising because you have to change the filters, misleading the public and may be a violation of the Magnuson Moss Warranty Act. This is also a breach of contract since they sent me the warranty. The fact that they registered the warranty validated the altered agreement as well with their initials.Many people file complaints with the BBB but Dyson knows the BBB cannot make them do anything, so for most complaints, Dyson does nothing.
I recommend buying a Shark. What I read, they have better reviews than Dyson in general.
They sent me the agreement and it said, this is the first model that has no filters to change or wash. It also stated that I would not receive a warranty with this new Dyson UP14.I said I was not going to accept it with no warranty and changed the agreement to say it comes with a full warranty, signed it, and sent it back to the Dyson person who I was working with. They Initialed it and sent it back to me. About an hour later they I received another email but from the warranty registration telling me your new Dyson has been registered for the five year warranty.
So this confirms she registered it for me before they shipped it to me since I was not given the serial number yet. Everything was fine per the agreement.
In or about two years later, I sent the Dyson in for a routine maintenance under the warranty. When I got it back I called Dyson service to see what they did to it. The service person told me they changed two filters.
I asked him how dirty they were and he replied, very dirty. I asked how often do they need to be changed and he replied a few times a year depending how much I used it. He also said the filters cost about $40.00 each. I now knew this agreement I signed was breached so to speak but false.
Even all four sides of the box it comes in said No filters to change or wash, but I have learned for the second time, that Dyson lies about it's filters not needing to be washed or changed. I sent Dyson an email telling them I was mislead 100% and this machine was not suppose to have any filters in it that had to be changed if in it at all. This new UP14 was given to me for the same reason I had the other agreement for since 2013, that they sent me four new filters each year for the rest of my life. Dyson wrote it that way.
Because I learned this machine had filters and twice as many and cost more, I asked for 8 filters to be sent every year. This Dyson employee wrote me back and told me, I should never have received either agreement and said I changed the last agreement to say full warranty, so he told me he is voiding the warranty and the agreement that both Dyson and I signed and said they were going back to the original agreement with no signatures. That we all know is not legal and the only thing you could do is take them to court. They also know most people do not know how to file on their own and it will cost more than the vacuum costs.
I can do it but again, it will still cost something and a lot of time to subpoena who needs to be there to win. Just guessing, I know they will not bring the Dyson employees to court and you cant subpoena them from Chicago and to use the emails as evidence I have to subpoena my email provider and maybe even theirs. They know all of this, so to win their is a lot to do. I have done this many times and subpoenaed banks and phone companies and others to win a case and no doubt I would win for breach of agreement and false Advertising if not more.
I tried resolve this with Chip (see below) and he even put in a text that he will tell his team to give me a new Dyson that meats my needs and he knew I wanted a machine with a Warranty and that had no filters or no filters to change, but maybe to wash. First time Kyle sends me an email saying I get a new machine at 50% off and NO Warranty. I refused that and went back to Chip. He said he will have a girl reach out to me.
She did, but she asked for the old machine back and said I can have any machine but it will not come with a warranty. Would anyone accept a new item with No Warranty? I doubt you would either. Dyson must not have much confidence in their products if they will not warranty one.
I had this UP14 for two years, and not until I sent it in for a general maintenance did they say anything and void the warranty etc. I would not have accepted this agreement or their UP14 trash if they had not signed the agreement.
Now they got their attorney involved and sent me a Cease and Desist letter, but I did not receive it because the address was not correct, but learned what it had in it when I got a reply from the Attorney General Consumer Protection office. They sent me what they sent in to fight my complaint about them and it includes this Cease and Desist letter. Since I did not accept it because it was addressed incorrectly, it did go back to Dyson and that is what the record says.
Their attorney technically had no right to send that letter to the Attorney Generals office since I never received it and they were using it as evidence under oath saying they had sent it to me and I received it, but actually it went back to them. I have a duty to not accept mail or packages not addressed correct, or I can be charged with stealing someone mail if it is not meant for me. This whole thing is a conspiracy to not have to do anything. Chip says he will give me a new machine and tell his team to handle it.
Kyle does not do what Chip say and neither did the girl. He just lied and kept lying and I kept trying to resolve it based on what he said he would do. Than I receive or was sent a envelope which was addressed incorrectly which may have been the Cease and Desist letter, but did not because of that.
I have had two written agreements with Dyson and both times they breached the agreement. I suggest by a Shark or anything else.
They seem to lie about everything> This UP14 was given to me to void or satisfy another written agreement back in 2013 to send me 4 new filters each year for the rest of my life.Since they voided the warranty now after a year, The head of Customer service Chip Walter Liebenow. I see they do not show the phone number or email.
If they allow you to send me a question etc, I can send you the phone numbers and emails
Phone 678-510-**** (Mobile)
cliebenow3@***.com
Than you can yell at him. The best thing to do is report it to the FTC and once they get the same complaints enough, they will act.
- But it is worthless since they do not honor it
- Will write anything you want in an agreement
Preferred solution: send me 650.00 so I can buy a Shark Lift Away
Kansas City, Missouri
The person I talked with was very helpful but I still have questions about my Dyson. He sent me a video on how to clean it, but there are a few steps I need help with.
I can't find out how to clean my machine because when I put in the serial number, it comes up with a different machine
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Verified Reviewer |
Pompano Beach, Florida
It’s not working in six months want replacement
Purchased in November 2023, it's not working now. Can I get a replacement or some refund? Amazon is charging a restocking fee.
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Verified Reviewer |
Penticton, British Columbia
Service failure
Back in December 2023, I received a V8 vacuum, which was a replacement for my original one that I had for some time, but was broken. In January after only a couple uses, it would not charge.
I contacted Dyson and was told that a replacement battery would be sent to arrive within a few days. Having not received it after 2.5 weeks, I called and was then told, that they were out of stock on that battery and would be 1-2 months before one was available.No one had contacted me to advise me of that. When that delay was not satisfactory, I was told they would send me a box (I no longer had the original) and I could return the unit (less accessories) and upon receipt, they would send a whole new unit. Approx.
10 days later, I did get a box that was a old battered up one that was not the right size to hold the product. I called and advised them, and I was told that they would send another box and it should arrive within 5 days. Having waited 2 weeks, nothing showed up. So I called again and explained again what was going on, I was told they would request that another box be sent and would arrive within 5 days.
Assuming I get one this time (that I can use), I will have to wait for it to arrive back at your warehouse, and then wait for the replacement to arrive. So by then, I will have had the item for 4 months and unable to use it. This is appalling service! I have purchased of your 2 of Ball animal units over the years, one recently.
I also had a smaller stick one which bought years ago as my first Dyson and still have it. So while the product is great, the follow up to issues is awful.
User's recommendation: If there is ANY issue with your vaccum underwarrany,, don't wait for parts. Request af return for a full refund. A week after the 3rd promise to send a box, it has not arrived either.
Broken part
The red tab on the stick port broke off I dont know what else to add to get to 100 words I dont know what else to do somebody please contact me
Preferred solution: A replacement part
Bangor, Maine
Interaction with Dyson representative
My current Dyson 11 decided to stop working so I called for advice. the representative was knowledgeable, polite and helpful.
I purchased a new Dyson and a kit to repair the old one.
No problems other than it took a number of calls previous to today to actually find somebody I could understand without speaking Spanish. I believe the call center was in Honduras.
Complait
Customer service was rude and when asked to speak to a supervisor
I was told he would call back in 1-2 hours
My machine has not worked for a month. I was told it was the battery, then they sent it to the wrong address. I had to call again, and now it is still not working and the part is not in stock
So, I have to send them my machine first to get a replacement.
- Nice products
- Customer service is a joke
Preferred solution: New machine my is under warranty
Houston, Texas
Help with repair
WELL FOR SUCH A WELL KNOWN BRAND IT IS SURPRISING THAT THERE IS NO PLACE IN HOUSTON TO GET A DYSON REPAIRED. THEN TO TRY TO CALL TO MAKE SURE THE PLACE OUTSIDE HOUSTON IS OPEN, YOU CAN'T.
THEY JUST SAID JUST SHOW UP.
NOT EVEN REALLY SURE OF ADDRESS. VERY DISAPPOINTED IN A SUPPOSED QUALITY COMPANY.
User's recommendation: BETTER COMMUNICATION. MORE PLACES FOR SRVCS
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No One Cares....You like your email are garbage.
You purchased it in 1920? I'm not surprised it stop working.. you got your money's worth.