Dyson Canada Limited

Here's the excerpt of the email I wrote to Dyson Canada, which should nicely sum up what the experience is like;

Here's what I wanted from my order:
A product that works

Here's what I got from my order:
A product that doesn't work and apparently is a known issue to Dyson Canada about the straightener not charging.

Here's what I was told when I spoke to your customer service on April 28, 2020:
-I would be provided a shipping label to send the defective product back
-I would be sent a replacement product within 2 business days
-The replacement product would be shipped now, and was not dependent on my returning the product I had first

Here's what I got:
-A defective shipping label that doesn't work (*** advised that I had to get another label from Dyson Canada. This was after I went in-person to get their assistance in printing the label, and despite being able to help others in this situation, they couldn't help me, because Dyson had provided a defective label)
-I have not been sent a replacement product
-The email I received clearly states that I must return the product first before a replacement will be sent out (contrary to what I was told and contrary to what I explicitly asked - "will the replacement by shipped before this return is sent back" to which I was told yes)
-Despite trying to contact your call centre on several attempts, I haven't been able to connect with anyone, which is why I'm sending an email.

Here's what I need now:
-I do not want an exchange
-I want a refund
-I want a shipping label that works
-I want this now

In case, you cannot tell, I am livid about this experience - what is it about Dyson Canada that your systems don't work and your products are always defective?

I can buy the same Dyson product from a retailer and it always works fine, but this is the third time I've bought something directly from Dyson Canada and 3 for 3 have been defective.

I have 5 dyson vacuum cleaners
I have the dyson blow dryer, the dyson air wrap
I have 4 dyson heaters

NONE OF THEM came from Dyson Canada directly. Because every time I've tried now, it's ALWAYS defective.
I've always had to return the product I purchased from Dyson Canada and repurchase the same product from a *** or some other retailer.
Are you taking all of your defective returned products and shipping them back out as new?
(the last vacuum cleaner I order from you had clearly been used and was full of dust - I returned it to you and bought a new one from ***)

Let me be very clear, your customer service people are NOT to blame - they are courteous and professional.
It is unfortunate that you've armed your service people with awful systems and technology to do their jobs.

Whoever your IT people are, your fulfillment people, your business managers, and Quality Assurance people, their pay should be docked and they should be severely reprimanded.

And I'm glad that I didn't get through to your call centre, because the above will become great copy and paste content for the review and complaints to come on any third party source I can locate.

Again, I apologize to the customer service person who's going to have to read this - forward this to your business managers, engineers and QA -they are to blame heavily.

Please provide me a working label and refund now please.
I will be in contact daily until this is resolved.

I bought a Cinetic Big Ball vacuum from them and the product started to fall apart after a year. Customer service said they send me a return box for repairs in 24 hours.

30 days later and after following up a few times, still no sign of a box. Just stuck with a broken vacuum.

I ordered a Dyson V7 from their website for $349.99 on sale. The very next day the same vacuum was listed in *** Black Friday Flyer for $249. I spoke to and emailed customer representatives multiple times requesting a price match for the window of time the sale was listed Nov 20-24. They told me *** had made the error and they won't price match. Company won't honor a price, although in error, where my purchase fell within the window of the advertised sale price. No accountability for their products and happy to point fingers while losing customers.

Bought a Dyson 360 Eye on December 22nd, 2017. It worked for 6 months until the beginning of July 2018 when it stopped performing its scheduled clean. Called Dyson phone support for troubleshooting guidance and they were unable to resolve. Replacement parts were not available and they do not repair these units so I was offered a refund. I sent back the unit to Dyson as requested with *** and Dyson received it successfully. I was told a representative from the 'Refunds Department' would contact me within a few days. Crickets. Called back and talked to *** who told me that nothing happened since I needed to send in the receipt to which I did.
After that she said everything was in place and I would receive a refund within two weeks. Crickets. Called back a few weeks later and talked to *** who also requested I send in the receipt to which I did. She said everything was in place and I should have the refund within 30 days. Crickets. Called back and was told to contact an email address instead at ***@dysoncanada.com who asked me for all my information again including the receipt. Now I have been emailing back and forth with different representatives (only know first names or acronyms) all of whom have been saying they are waiting for approval from corporate or a response from Accounting. This whole process has been going on for over a year.

Ref: XXXXXXXXXX
*** Returns Shipment Confirmation: XXXXXXXXXXXX
Dyson 360 Serial Number ***
Account ***@gmail.com

I own a dyson vacuum and it's lost it's suction. September 2019 called they said they would send me a box and would be able to ship my dyson vacuum to them for repair. I never received a box. They have sent me a total of 3 boxes according to them , which I never received. October 2019 was told for my inconvenience they would send me a new machine and I'm to place my old machine in box to return. I was told it would be 7-10 business days. Every time I call dyson Canada I am told a new machine for exchange is being shipped. I have never received anything. Every time I call dyson I'm told the same thing that they are shipping me a new machine. and again told 7-10 business days. I don't know what is causing the delay. I not certain if it's miscommunication or if dyson does not want to honour their promise.

After doing two orders their system blocked any other attempts to order. Made a half a dozen attempts and after talking to many customer service reps finally gave up. Very poor website. Frequently fails.

I bought a $400 vacuum that was ***. The first 2 years there was always something wrong with it. They had sent me every replacement part possible. Still didn't work or charge properly. So after 2 years they finally replace it. But then tell me they no longer have the one I bought so they replace it with a model that is $200 cheaper!

Contacted Dyson customer services on January 22nd 2019 after my V8 Animal handheld battery died. After few back and forth emails diagnosing the issue, Dyson agreed to send me a replacement battery. However, the battery is out of stock, customer services told me it will be back in stock "shortly" and asked me to wait for email notification. In the email, they are also promoting me to buy Dyson 360 Eye Robot Vacuum by giving me a 20% discount.

I didn't receive any email notification from Dyson for a month, so I contacted Dyson customer services again on February 23, 2019. They told me the battery was still out of stock.

On March 15, 2019, I got an email that battery is back in stock with limited quantity. I will need to go to Dyson's website and contact their agent using Live Chat button. If I order through the website directly, I will need to pay for the replacement. I followed the instruction and find live chat option. I emailed Dyson customer services on March 16th about the issue and not being able to order the replacement battery with the instruction provided. Have not yet gotten any response from Dyson. It has been almost 2 months and it's a simple request to replace my battery.

On December 7, 2018, I Purchased the below part from Dyson:

Part Number Description Qty
912700-01 DC16/24 HOSE ASSY 1

The cost of this item was 33.58 after tax. The part was intended to be an attachment to the Dyson V8 vacuum I had purchased shortly before; however, when it arrived, it was not compatible with the V8 and was actually an accessory to Dyson's non-cordless vacuums.

I set up a return with Dyson and after several back and forth emails finally received a *** label in my email. I shipped the package back (shipping label created on January 3, item picked up from *** January 7) and can confirm through *** tracking that it was received by Dyson on January 15, 9:36 AM. The *** tracking number for the return is: XXXXXXXXXXXX. The order number for the part was XXXXXXXXXX.

I have spoken with various services representatives inquiring about the status of my refund. Not all representatives have provided a name in the email signature. On February 22, Dyson responded to my inquiry on what was going on re: refund with:

Hello ***,

Thank you for your patience as we looked into your matter.

I have received the proof of refund and have attached it to this email. If you have yet to receive the refund, please contact your bank and provide them the refund information as well. It has been refunded on our end, but the bank may be taking a while to release it.

I subsequently followed up to this email asking about a specific date the refund was supposedly issued, as the 'Proof of Refund' pdf. provided no information. I received a response on February 23, 9:15AM PST indicated that no additional information could be provided, and that my bank *** would know how to handle this scenario. The sender was '***.'

I phoned my bank on February 24 to discuss the scenario. The bank confirmed there was no credit to my account pending or having ever been applied. They initiated a dispute to Dyson. I am not confident Dyson will handle this dispute appropriately as they have not taken accountability for the fact they have not provided a refund. For prior returns, I always received an email confirming their receipt of my products. I received no such email in this circumstance. Dyson takes very lengthy times to respond to any inquiries and appears to have no ability to cross reference order numbers, return numbers, tracking numbers, etc., so any time I correspond I have to dig through my increasing stack of correspondence and start over. This is a company that I will not do business with again, but I need my refund applied before I can completely cut that contact.

The payment method was ***.

returned dc66 vacuum for warranty repair mid december. acknowledged receiving machine from dyson by email december 17-18. have not heard anything until we called feb 1-19 and there will be a charge. I called back feb 2 to inquire why the charge as it should be warranty. Talked to ***. Told someone will getto me by feb 4. Called again feb 7 and talked to ***. told someone will get back to me by feb 11. Still no reply. Fed up so if they can not do their job and honour their product return to me and I will get it fixed locally. Had a dyson machine for 6 years prior and had to return it twice under warranty and was fixed no problem which is the reason I purchased another. not impressed this time

My complaint is regarding an unreasonable time taken to process refunds (4 to 6 weeks).

I purchased an Air Purifier on Nov. 23, 2018 (Order #XXXXXXXXXX) for $449.06. The wrong unit was sent, so I returned it on Dec. 14, 2018 via ***. After several phone calls, the refund finally came through FIVE WEEKS later, on January 10, 2019.

I ordered the correct Air Purifier on December 12, 2018 (Order #XXXXXXXXXX) for $729.06 and returned it via *** on January 4, 2019, in exchange for a different Unit (one that was also a heater). The refund has still not come through, now FIVE WEEKS later.

I have had numerous communications with "service" staff, who promise action but don't deliver.

I think it is unreasonable for a company to have possession of the returned item for SEVERAL WEEKS before issuing a refund. I can't help but notice that they only take moments to charge my *** when making a purchase; why does it take several weeks to issue a refund?!!

I am now paying interest on my *** for this $729.06 charge on an item that has been in Dyson's possession for over 5 weeks.

I could understand waiting until Dyson has received the returned item before issuing a refund, but this wait is not acceptable.

I've never seen worst customer service in my life I bought a fan AMyears agoThe fan started to make noise I contacted them and they said to send it back I never did as the fan stop making noise for a while and I didn't use it for year After that period of time I started to use it again and it stop all of a sudden twiceTalk about a fire hazardI contacted them again as I kept the old e-mailThey gave me instruction to send it back and I did This was 1/month ago that I've sent it back I waited patiently and we've e-mailed back and forthNow I've started to voice myself because it is starting to be quite a joke of a company and Mickey Mousee***Either they send the old one back or a new one I don't care but you are not keeping the old one and not sending a new oneThen small claims court will see Dyson what you will do now
People stay away from their products because there is absolutely no customer service and frankly what I've read on the internet are all bad reviews about this outfit

DysonMachine:
SV10 Animal CA Ir/SNk/Ti
Serial Number:
***
Date of purchase:
07/23/2016
Warranty valid until:
07/23/2018

In December 2017 approximately 1.5 years after I purchased this machine it stopped working properly. Dyson replaced the battery, which seemed to have solved the problem. Again in 2018 the machine stopped working. I did everything that Dyson recommended to repair the machine and it didn't work. I don't know why they expect their customers to be their repair people. These machines are 600$ +... I have been very verbal in trying to get these people to fix this machine... Finally I put another battery in this Dyson and it has worked for only a month. Now the NEW battery in the machine will heat up to a point where it is very very hot and the whole machine shuts down. ***.***. I know that the warranty is no longer valid on my machine but hey!! I believe this is a DEFECTIVE machine from the beginning and have told them so. They ignore my comments. I have been frustrated enough regarding their comments, Like "the batteries are like car batteries and wear out"!!! Well I let them know that my car battery has been in my car for in excess of 5 years not one year. So they are not happy with my frustrating remarks I am sure. Never the less. I am afraid to keep this defective mahine plugged into the charger for fear of it starting a house fire. I am very displeased with Dyson's actions on this. Plus there are three machines in this house and all have needed repairs..

Bought a Dyson V8 Vacuum at *** August 2016 two year warranty. Contacted Dyson about defective Battery (will not hold charge). Took the time recommended to try cleaning the filters and rollers etc. No improvement so called back December 2018. Spoke to service person *** and was told they would send me a new battery as soon as they were in stock. Phoned back and spoke to *** he reviewed all info but informed me that the battery was no longer available so he spoke to his supervisor. The best they could do was to offer me 20% discount on a V10 model at price of 899.00 which means I again pay 633.00 for a Vacuum. I said I would get back to them. Called back that day and informed *** that my *** Purchase Insurance (*** 1-800-363-1835) would assist in the costs if I could get an e-mail from Dyson stating that although their warranty states " Hassle-Free Replacement...if we can't repair your machine we will replace it while under warranty". *** said he would have to get permission from a supervisor to send me that e-mail. The supervisor refused and so I asked *** so the only way you will help me is if I buy a more expensive product? His reply was yes. PS the only reason we are two weeks past warranty is I tried to do their list of cleaning and charging to see if I could fix the problem.
Product_Or_Service: Dyson stick vacuum
Account_Number: V8ABSOLU

I purchased a vacuum from Dyson direct online a year ago . At the time of purchase if I registered the vacuum online after purchase there would be a 5 year warranty , great ? No .
I have tried since October 31 2018 to have it repaired but have been constantly lied too about they will ship me a new one. As of today December 1 2018 I have a 1/2 working vacuum.

Same excuses about sending a box to return Vacuum etc. etc. I too am filing a formal complaint. These products are expensive and although customer support was very good years ago, they no longer seem to care.

I had 2 problems with my cordless V6 vacina over the last few months. Both times I called, they were very friendly and willing to help.
I received my replacement vacuum today and couldn't be happier. Thank you thank you thank you!!

Very similarly to another customer complaint, I bought a new Dyson V6 vacum and I loved it BUT the battery died within months of purchase. I called them and was told that I would be sent a new battery in a week or two. I never received one, I called weeks later and they told me that the battery was on backorder but because of the inconvenience they would send me the next level of vacuum (V7) at no charge. I first had to send them the broken one. They told me they would send me a box and I could just pack it up and send it back and would soon receive my new vacuum. A month later I hadn't heard anything! I called and they said there must have been a mix up and would resend the box.....never got one, called again, couldn't tell me why I didn't receive it so they would look into it and get back to me in 1 business day.....fast forward a week and I haven't heard anything. I just got off the phone with them again, they couldn't tell me why no one returned my call, but they would email me a packaging slip so that I could print it off and use any box I have in my home to send the vacuum away myself. Now...you can understand my hesitation in sending them my broken machine.....if they couldn't manage to send me an empty box to return the item I have very little faith in ever receiving a new product. I fully intend on videotaping myself wrapping up the vacuum and putting it in *** hands so that I have proof that I sent it. If this issue is not resolved very soon, I fully anticipate filing an official complaint with the Revdex.com.

We've had this V6 for 2 1/2 years and the battery no longer holds enough charge to run 4 1/2 minutes in normal mode and a measly 25 seconds in MAX mode. What's worse is the Dyson support expecting me to shell out $89.99 for a new battery as the warranty for such a "premium" brand is conveniently 2 years.They offered me a 20% discount towards a new machine (which excludes the new models Pure Cool HEPA, V10, 360 Eye, and Supersonic). No thanks!

Nov 2017 -
- battery died
- got new one from dyson

April 11 2018 -
- battery died again.
- could not order new one as Dyson had none, they told me to call back mid may
- emailed dyson customer service, told them I was unimpressed having to call again, they asked all the same question the phone people did, but was told an email would be sent to me when they were restocked

- called back mid may, order of batteries were on hold, I would have to call again
- I expressed that I was not happy an would like a vacuum sent to me. Told that I would have to wait but my warranty would be extended 1 month.

-called again May 25th they agreed to send me a replacement but would have to send me a box to send my old one and then I could be sent a new one. Told a box was on its way, which I verified in an email to a rep that I needed a box to send it

Jun 18 - as no box showed up, called again Told it must have been a mix up, they must have not known I needed a box. The rep took my info and assured me a box would be delivered within 48 hours. No vacuum until mine would be sent.

27 Jun - called again - no box in the 48 hours. Told I would receive a call from a supervisor in 24 hours

Jul 3rd - called again because the person did not call me. Asked to speak to a supervisor right away. Told that my account showed a new vacuum was being sent to me. but they did not know the shipping number. They called me back with it, and when I looked at the date it was set up - it was for 3 hours after Jul 3rd phone call, but I was told this was already set up from a previous call.

Jul 5 - sent a warranty email. My new vacuum warrantied Jul - Sep, which is around the date of my old warranty.

I guess the 3 months of not having a working vacuum do not count on warranty extension - that being said, I will not even try to contact customer service when this thing breaks - I will recycle the parts and bid fair well to dyson!

Apparently my new vacuum is on its way - lets see what happens next for me trying to send the old one back!