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We purchased this Dyson and had a few issues within the 5 year warranty, Dyson did spend quite a bit of time troubleshooting, we had to send photos of the issues we had. A few times during the warranty they replaced parts after quite a bit of time on the phone with them. We are 1 year out of warranty and the material is brittle and broke so that the vacuum is no longer usable. Warranty is up and we have no recourse but to pay to ship it to a repair center, pay to have it repaired and pay to have it shipped back. So if you want a 600 dollar vacuum that will not last much beyond its warranty this one is for you. For us we are looking at other brands that have a longer warranty for the alike price.
I've sent over 15 emails to Dyson customer service to have a vacuum repaired under warranty. They usually respond within 4 or 5 days only to ask the same questions that I answered in my previous email. Beware... If you buy one of their overpriced products you better hope you do not ever need their customer service to help you with a repair or replacement. By the way I'm still waiting for another reply... They will probably ask me for the serial number AGAIN!
I purchase a Dyson Animal 11 months ago and the brush in the bottom assembly stopped spinning due to a cracked plastic part. I called customer service for 3 weeks (the average wait time to be connected to an agent was about 45 minutes) before I was offered a solution, finally I was told my part was available and will be expressed shipped to me. After a week and a half and no part arriving I called customer service back. This time I was told the part was never available and has been discontinued and there is nothing they can do to repair my 11-month-old vacuum that comes with a 5-year warranty. So I asked what can they do about a $560.00 dollar vacuum that I bought 11 months ago that is broken and comes with a 5-year warranty. I was told nothing can be done and they are sorry. Wow! Stay away from Dyson products!
I moved recently to a house with wood floors, and have been trying since 11/15 to order a soft head for my Dyson D7 Motorhead. At first it was ordered, but later determined the representative had ordered the wrong part. There's no stock of the correct part, and no forecast of when it might be available. One representative told me they only focus putting the soft heads on vacuums for new customers, so I guess current customers don't matter. But worse, my D7 stopped charging on 12/5. It took about 3 weeks to send a new charger (with no status available online or in speaking to representatives during that time - one person told me it will "come when it comes").
Then, when it finally arrived, it didn't work. So we took the unit to the local service center on 12/26, and I am now waiting again for another part even though the service center said the part was available. They quote 5-7 business days for everything, I think, but that doesn't seem to include shipping time. Still no status on the website - only "processing". Hold times are extremely long, and responses to emails (if you get one at all) contain no information. Very frustrating company to work with from a service perspective. And meanwhile, my new wood floors remain unvacuumed despite Christmas being here and gone, along with the visiting pets.
The beater head axle broke under normal use requiring replacement of the entire beater head. Months later the canister simply fell off of the vacuum, and the cheap plastic locking mechanism broke. Then the flexible hosing simply started coming apart. This is ridiculous for a vacuum costing almost $600. The plastic isn't even glass fiber reinforced. It's cheap and brittle. The new beater head has a channel behind the brush intended to increase the vacuum pressure, but it promotes clogging and has to be completely cleaned out every one or two uses (depending on humidity). Dyson did a few things right. It does pick up pet hair relatively well, but with parts continually breaking under normal use, it would appear that Dyson is laughing all of the way to the bank with every vacuum sold. This is truly an insult to the consumer and there is no legitimate excuse for such a poorly designed, and poorly constructed machine in this price range.
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I placed my order through the Dyson website on 11/24/17 because the promotion they were advertising said free shipping AND 3 free accessories. After checking other places to purchase the same Dyson model, the Dyson website offered a much better deal from a financial point of view. My vacuum cleaner (Dyson Ball Multi Floor 2) arrived within a week and I absolutely love it! No complaints so far on the vacuum itself.
However, I'm still waiting for my free accessories. I emailed them in early December with no reply from them. I then emailed them again on 12/18/17 asking if it's too much to ask for a shipping update?! I was surprised to see a reply email on 12/19/17. "Thank you for contacting Dyson. I apologize for the delay in receiving your free tools. I can see these are currently processing for shipment, however I have also sent a message to our shipping team to ensure this ships to you soon. Once shipped, you will receive an email along with tracking information for your package." Nothing since then. As of today, the accessories still say "processing" in my account.
After reading all the reviews here on Dyson's horrible customer service, I'm not surprised or shocked that the accessories still haven't shipped. I just wish I had found this website and read all the reviews first before placing my order through the Dyson website. Live and learn and all I can hope is that my vacuum cleaner doesn't break down while under warranty. If their customer service is this bad, I can't even begin to imagine how difficult it would be to have the vacuum fixed under warranty. I'm glad I still have my old trusty vacuum as a backup!
I ordered a refurbished machine. It was dirty, damaged and not up to factory specs. I returned it with the expectation of a turnaround time about one week. A month later still no return machine when I called I got excuses about their printer printing for shipping labels. But mine was not shipped yet. I was misled into see the incompetence due to lack of training and or lack of concern for their customers. After 30 days I was promised a refund but who knows. Maybe I'll get a refund. I expect to be contacting my credit card company.
Bought a Dyson 44 from Currys for the house. Took back twice. Would not help. Very unhelpful. Called Dyson which took 25 minutes to answer. They were no help. They said it was for a car. That should have been explained when purchased. So sorry Dyson. Been back to a Henry. They never let you down. I only want people to know about Dyson. I would like you to post this then I will post on Facebook. Thank you for a waste of money your pat.
Dyson President Should Be Ashamed. Dyson illegally stole money by charging me TWICE for the same unit and lied & denied repeatedly that they had done so. Horrible hold time just to get through to a representative. Falsely advertise that they will respond your email in two hours which they have failed to respond to each of the 50 emails that I have sent them. Do not purchase from their website at all cost no matter how attractive the discount.
Ordered on November 30th and still waiting for 3 free accessory tools to be shipped. Emails are responded days later with no answers (shipment pending). The lack of service and operations expertise is unbelievable. It is like they lack a computer system that supports them on order entry and shipment. It appears nobody in customer service can tell you about an order. I would stay away from this company.
I'm 6 feet tall and 220 lbs and I can barely push this thing across the carpet. So unless I get a lil positive feedback I will be returning to the store tomorrow morning. This thing does suck really good but my wife is 100 lbs and can't move it without struggling.
I have ordered my vacuum on Cyber Monday, my money was withdrawn right away. And almost a month later I still have no vacuum! I’ve called so many times and waited to talk to someone. I was told many times it was arriving on a certain date and it still is not here. I received two tracking number and none on the worked. Last time I called I was told they will send out a new vacuum because they could not find my order and told me it will arrive by Friday January 22, I still have no vacuum and no Christmas gift for my mom!
When I asked for my money back they would tell me I have to wait for my vacuum and then I can return, which made no sense at all. Even Dyson employees could not find my purchase. I’ve emailed and called multiple times and still have no answers. I am very unhappy with the service I received and I will not return to their website to shop, and will definitely not recommend anyone to shop there either. I’ve never experienced anything like this with online shopping. Definitely not acceptable before the holidays!! At this point I don’t think anything will help!
I purchased a Dyson refurbished vacuum back in October through Zulily. Reviews of the refurbished models are mostly positive so I decided to try it. I received the vacuum and the back of the handle was missing so I could not use it since the hose would not stay up. I called Zulily, which told me to contact Dyson because of the Dyson warranty. Dyson had me ship the vacuum back (they paid for shipping) and they added the missing part. When I got the vacuum back, the suction did not work properly. I called Zulily and asked for a refund. Zulily refused to give me a refund because they said it was under the Dyson warranty. I contacted Dyson and they told me to ship the machine back to them a second time so they could send me a different machine. I sent it back to them, and I did not hear from them.
When I called after two weeks, they told me they didn't know where the machine was. I gave them the UPS tracking number that showed it had been delivered to their warehouse. The rep on the phone acted like it was my fault for not calling Dyson and giving them the UPS tracking number, even though I sent it back via UPS using the tracking number I had been given by Dyson. Finally, the rep assured me I would be contacted the following Monday, which was the next business day. No one emailed all that week so I called again at the end of the week. They said they were sending out a replacement vacuum and would email. The next week I received the vacuum which again was missing the back of the handle. It also WAS NOT THE SAME MODEL I PAID FOR WITH ALL THE ATTACHMENTS!
I called Dyson today and went through the whole thing of explaining everything again with customer service. They finally agreed to send me the missing part and all the attachments. Now I am waiting to see what gets shipped to me. I am seriously disappointed in this company. Dyson is held up to have such high quality product, but all I've gotten so far is a headache from spending hours on the phone over the past few months trying to get a vacuum that works.
This is my first experience with Dyson. I bought Direct. That was the biggest mistake. Said two day shipping and I expected this. Even during the holidays I've had: Wayfair, Walmart, Amazon etc all 2 day shipping completely honored. Even if they didn't it was one or two days and it was at least shipped. I'm moving soon. Next week in fact. They couldn't honor the shipping. Heck, they can't even ship it within a week let alone 2 days. I emailed several times. Called to even update the address. They assured me it would ship within 24 hours. No one called back. No one will answer emails. You literally cannot reach these people and if you do they lie to you. They haven't shipped yet but can't change the address or cancel the order.
We're not stupid Dyson!!! Every other business I have ever dealt with can cancel as long as it isn't shipped and the worst is this probably won't ship for another few weeks at this rate. But the last laugh is on them. When it ships and goes to the wrong address they will be out of a machine. I'm sure someone will pick it up from the address I no longer live and they will be responsible for returning my money or handing over a new machine. I hate that my money will be held for a couple weeks but I was smart enough to use Amazon Pay and if it's one thing Amazon does well that's customer service. Unlike Dyson who will take your money, never ship out then ignore their customer.
Order a stick vacuum for a Christmas gift on 12/13/2017. Was pleased to see that I could add 3 supplemental "tools" and 2 day shipping for no additional money. I did think it strange that Dyson makes a point of telling you that you may not cancel the order once placed (although they do say that you may return the product if not satisfied).
Days came and went and I began to get concerned that I would not receive the item in time for Christmas. After jumping through a series of customer service hurdles (both e-mail and phone) I was told this morning that my order had not even been processed, never mind about being shipped. This was after I had been lied to several times by other customer service reps. I told them to cancel the order today, and they said that they would do so. Just so you know that I did find the same model for the same price at Best Buy. If the company does finally fill the order, I'll probably keep the free tools and return the vacuum. What a poor excuse for a supposed well run business.
I have a Dyson animal vacuum and it is great. I needed a new bin assembly and ordered the wrong one. I couldn’t get through by phone due to “high call volume“ and tried emailing going back and forth over a week. Asking to exchange wrong one for right one. Was told by last email I got my order and that rep has 40/40 vision from eating carrots? Still no way to exchange the part.
Summary: Do not ever, ever buy a Dyson product through their website. My experience: I made a purchase of a vacuum cleaner on the Dyson website, and even though I was going through my preferred airline's online shopping mall so I could earn almost 1K air miles, the order was still being made directly on dyson.com. The order went through and the money was quickly frozen on my credit card as a pending purchase. Then I received an email later that evening saying that the order had been canceled by Dyson, and if I thought the cancellation was made in error (it was) I should call their 800 number.
I called the next day, and after an hour and a half of waiting on the line, I finally got through to a rep who told me their system had canceled many orders in some sort of glitch. I stated that I didn't want to renew my order (because I had a bad feeling by this point) and she said that was fine, and the pending charge would be reversed within a couple of days. A week later, the charge was still showing as pending on my credit card statement, so I called Dyson to inform them that the money still wasn't released. The rep said that she made a note to their accounting department regarding my issue, but since I had received an email stating that the order had been canceled, Dyson wasn't holding my money, and the problem was with my credit card company, so I should contact them and get them to release the amount back to my account.
I contacted my credit card company, and they said that they can't dispute pending charges; they can only dispute the charge once it has been posted to my account, or I'd have to wait thirty days (!!!) after the order was kept in pending limbo before they'd then automatically dispute the charge and release the funds. So then I called Dyson again to emphasize that this is a Dyson problem, and they need to fix it.
The rep I spoke to that time said that since the rep I spoke to earlier that morning made a note to the accounting department, I should be contacted by somebody (from Dyson's accounting department?) within 48 hours to clear up the matter. So there is almost $350 being held hostage, and I'll be lucky if it's released back to my account a week and a half after I made that cursed order. No air miles, no vacuum cleaner, and I'm a few hundred dollars short, right before Christmas. I repeat: Do not ever, ever buy a Dyson product through their website. Or maybe just avoid Dyson altogether.
I made several attempts to contact customer support through E--Mail. I have not had one reply to my request. All I asked is if there was a way to reduce the suction on the vacuum so that it would not push so hard on dense carpet.
I have a Dyson ball vacuum, I have had it for a couple months, but that's all I will get out of it. First the attachment part stopped working. Next the power button broke. So to turn on and off I would just plug it in and out. Then yesterday the final devastation, the belt literally MELTED through the side of the vacuum! There is now a big hole next to the brush, so even if I fixed it; everything would fly out the melted plastic hole. For a $400 vacuum I expected more...
I purchased the V6 absolute cordless vacuum on 24th of November with 2 days expedited option. I received the tracking number on Dec 1. The status is ready for UPS. I contacted them and they said they will escalate and get back to me within 3 days. I received new tracking number with status “Voided” via automated system generated mail. Other than this I didn't hear anything. I sent them new email requesting refund on 13th Dec, they replied on 15th and said my order is being processed with new tracking number. I checked and found that was same number I received before which is status “Voided”.
I called them and there was 30 people waiting ahead of me. I chose the option for them to call me back. I waited for 3 hours. They didn't call me back. I called them again, there was 6 people ahead of me. They called me after 45 mins, I asked them refund. The lady had me wait on the line wait for 20 mins and said I will get refund confirmation email within 72 business hours. I am using the Dyson ball vacuum for a year which I bought from Costco. This works great, I had recommended to many of my friends. I don't usually write reviews but I have to do this time. My conclusion is machine is good but Dyson’s customer service is terrible. If you have to buy one, please consider to buy it from Costco or Amazon. Don't deal with Dyson directly. Dyson should care more about customer support.
We purchased this vacuum in 2014 after owning and liking the DC15. The DC41 weighs less than the previous vacuum (an important reason for the purchase) and it proved to clean very well. That is the end of the positives of this vacuum. Under warranty the canister was replaced 3 times, for the release button breaking. The stationary side of the ball fell off and was repaired, one of the small wheels the vacuum stands on while upright broke off and was replaced, the cleaner head was replaced because only one side of the brush was turning. Now at three years into the five year warranty there is a small wheel in the cleaner head has begun to come apart and will not roll properly. This makes the vacuum difficult to push or turn and causes it to mark up our hardwood floors.
Dyson calls this a "normal wear" part, not a design flaw, that requires replacing the cleaner head, at the cost to me of $100. In researching this part, I found that after replacing this part the wheel will break again in as short of time as a couple months. It appears that this vacuum is not designed to stand up to smooth floors as it puts stress on this wheel. This seems more like a design flaw than a "normal wear" item to me, as this vacuum is touted as a smooth floor vacuum as well as a carpet vacuum.
I cannot spend $100 dollars on a vacuum that I paid $400 for that is only three years old and will probably require the same part to be replaced in a short amount of time. This vacuum did not last the five years and, I am guessing Dyson planned on, since they put a five year warranty on it. Dyson is off the hook as far as the warranty for the remaining two years. Since they will not repair it, I will not either and I will not buy another Dyson after this experience. I thought they made a better product than this POS.
I want to review My vacuum at this point however since I cannot seem to get it delivered or an expected delivery date I guess that will have to wait. In fact I wish someone could tell me how to cancel my order. I have been waiting a week on my "free 2 day delivery if you order from dyson.com" instead of purchasing in the store like the rest of the world. I have emailed multiple times. Called and been on hold for hours. And searched on-line forever only to be FINALLY emailed that my order was placed with "standard shipping". Meaning delivery about 10 days after it ships. And no they "do not have any idea when it will ship".
I have a disabled person in the household that will not be able to accept delivery so I planned this so delivery (2 days) would be when I was not at work. They took my money immediately and when I checked 5 mins later the website told me I "created" the order 2 days in the future! Yes, that should have been my first clue that I was dealing with a lying company. I know this isn't a forum but does anyone know how to cancel an order with them? They will not respond.
They are horrible! Ordered a gift on Nov. 18. Has not shipped. Will not tell me when it will ship. Bogus claims that they cannot cancel the order that they are not filling. The worst online shopping experience I have ever had. They do not waste time pretending to care so at least there is a small amount of integrity. Happy holiday to you too, Dyson.
I tried to order 3 vacuums on their website (my first mistake). After placing my order 20 mins later I received an email about Dyson cancelling my order. They gave me phone number to call and I ended up being 43rd in the queue. After waiting for 20 mins and getting to the 28 in line I hung up. While waiting they keep telling you (you can email us at email@example.com). So I just tried to order each vacuum separately. Got my 3 confirmations and 20 mins later got another 3 cancellation notices. I emailed Dyson and told them I want the order and that it was not "fraud". After I finally got a response they gave me the 800 phone number again and told me to call. This is the worst customer service that I have ever had. Their product is just fine but please listen to all those reviews unlike I did and don't order direct from Dyson. It will save you so much headache and time.
Worst customer service I have EVER experience from a company. I ordered a product on 11/24 with two day shipping. There was NO mention that this item was back-ordered or not available to ship in two days. Contacted Dyson via e-mail and waited 4 days to hear back. FINALLY someone responded to me e-mail with a generic "Thank you for your inquiry and we apologize for any delay. We understand your urgency in this matter and please note that our #1 priority is customer satisfaction. We're placing all orders to our distribution so they can be fulfilled and sent out promptly. Once your order has been shipped, we will notify you via e-mail along with the product's tracking number." Waited another few days before calling customer service. I was told the item would ship out in 5-7 business days. That was 12 days ago now, item still has not even shipped or left the warehouse.
Of course I cannot cancel the order, so I'm left waiting. Called Dyson today and waited 15 minutes for a customer service rep (I understand they're busy). Finally got ahold of someone, he put me on hold for another 25 minutes and then dropped the call. Had to call Dyson back... wait another 20 minutes. Finally got ahold of another customer service rep, who proceeded to snicker at my comments about how frustrating it was to deal with their customer service. I get it, she probably has to deal with angry customers all day if this is how Dyson runs, but maintain your composure when you're speaking to your customers and for God's sake DON'T LAUGH at them. Apparently the item is shipping out this Friday (ha), so we'll see.
Again, NO mention that an item is back-ordered or not available for two-day shipping so CALL AHEAD OF TIME AND ASK THEM! Or, play it safe and order the item from a different store and NOT directly from Dyson. I'll never buy another Dyson product again. Annoyed I bought both a vacuum and blow dryer this year as gifts. The customer service ISN'T worth it.
You'd think someone that sold premium products would have stellar customer service. Take Apple for example. Sure their products are expensive but they provide awesome customer service. Dyson, on the other hand, well I've never experienced support like this from such a prolific company. After only 9 months, my vacuum stopped working and only from light use I may add. It took me 3 days to try contact customer service. At first by phone, there were over 60 people waiting when I called first thing in the morning when they opened their lines.
After 20 mins I was still number 60! They give you the option to not lose your place in line and they'll call you back. They never did during the two days I waited. By that time I'd already emailed twice, with no response whatsoever, not even confirmation that a ticket was logged. On about the 3rd day I received an email response asking a bunch of questions. I responded with answers then more than 24 hrs later I received a follow up email asking the same questions, albeit worded a little differently. Again I replied. 24 hrs later I got another email, asking the same questions all over, clearly they didn't even bother reading my responses. On about the 5th day I was told that the power adapter would need replacing and they'd send one out in about 10 days!
First of all, I already told them I had tried a different and working adapter (borrowed one off a friend) and this did not solve the issue. Second, that would mean by the time I received the adapter I would've been without a vacuum for two weeks straight. And then what? I'd plug in the adapter, prove it didn't work, then wait another 10 days for the next part to be sent out? Clearly this company is run by idiots (except for the inventor, clearly he's the only one with his head screwed on). Avoid this company at all costs.
I ordered the air purifier in the Black Friday sale by the web, but the order was canceled by Dyson. There was no reason, so I mailed the support center, but I've not received for a few days. The sale had finished, but I had not received any response. Then, I reorder similar item on the Cyber Monday, but it was also canceled. I requested to disclose the reason, and proceeded the order if it is in system error. I exchange e-mails several times and chatted, but they have not disclosed the reason and proceeded the order by the same price. They tried me to order by new, so the price is high! If they disclose the reason, I could accept the situation. I finally gave up purchasing from Dyson, and never buy the Dyson items.
I placed an order on November 15, 2017. Dyson said it would be 7-10 days, and service representative said it would NOT be a good idea to expedite shipping. December 2, I still did not receive part. They e-mailed me that it would now be 2-3 days expedited. I have still not received the part and get sent in circles at their website. I was told I was caller number 2 and after 30 minutes and still caller two I asked them to call me back. One hour later they still have not called. As I paid $750 for the vacuum I can no longer use, I am angry. Either they have the part and will ship it, or they are stringing me along. I have NEVER had such horrible service from a company and will NEVER buy another Dyson product.
I bought the Dyson V6 vacuum cleaner and had nothing but trouble with it from the moment I had it shipped to my house. It had a stop and start issue immediately. One of the solutions (which didn’t work) was to clean the filter. Then the filter acquired such a horrible odor that it was unusable. Then the cord to charge the vacuum is splitting and will no longer be able to be charged any day. The roll at the base stopped rolling. I emailed Dyson a million times and they just kept advising solutions all which I had tried and failed and they would not replace the machine! It’s the worst vacuum ever and they are the worst service ever! They don’t stand by their product.
We purchased our Dyson (Small Ball Vacuum) from QVC. It was a great price. Almost 1/2 of what others were selling same vacuum for. It was easy to assemble. The vacuum is so hard to push and is extremely heavy. Awkward to push around and does not make turns easily. The main floor head of the vacuum pushes dirt away instead of sucking it all up. Anything larger than dust just gets pushed aside (small papers, a BB, small crumb of food...) The main floor attachment does not clean the floor near molding. The wand that comes out and attaches to the hose is so awkward that it was that, that made us pack it up and send it back. Kind of the straw that broke the camels back. We had the vacuum for 3 days and couldn't get it packed up quick enough. Now I have to pay $11.00 to send it back. Rip Off. Very disappointed as it was a treat for us since Dyson is usually out of our budget range. Unfortunately we will never purchase a Dyson product again.
Dyson Vacuums expert review by ConsumerAffairs
Dyson is a British company with more than 5,000 employees around the world. It was founded by engineer James Dyson in 1993.
Diverse designs: Buyers can choose between upright, canister, cordless and handheld Dyson models.
Extra tools: Dyson has several tools that owners can add to their vacuums for everything from cleaning upholstery to grooming dogs.
Attractive aesthetics: These vacuums have innovative designs that make them more attractive than models from most other companies.
Strong suction: Dyson vacuums are designed so that they do not lose suction as they age.
Multi-floor cleaning: Owners can use their Dyson vacuums on practically any flooring surfaces.
Best for: Dyson's powerful vacuums are good options for homeowners, renters, landlords and drivers.
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Dyson Vacuums Company Information
- Company Name:
- Dyson Vacuums
- Year Founded:
- 600 W. Chicago Ave, Suite 275
- Postal Code:
- United States
- (866) 693-9766