Dyson, Inc.

My fiance's mom purchased a Dyson Animal Vacuum for herself for ChristmasShe opened it and it worked fine the first day so we through out the boxTwo days later, vacuum breaks down and we are unable to return the unit to the point of purchase because we didn't have the boxWe call a few days later to Dyson to see if we can get a box sent to usThey assured us the box would be identical to the box we purchased it in and I asked again to confirm it and she said yes, even the serial numbers would match so we can return the unitA week passes by (early Jan.) and I call again, finally get them to give me a tracking number for the boxAnother week goes by and I call again and say the *** tracking states the label was just created and nothing was sent outThe individual states that *** website is wrong and the package was indeed sent out and I should just wait and be patientThat's not how things work though via tracking numbers as I instructed her and then proceeded to tell her managerThey said wait a few more days so I didNothing comesI call again and this time go straight to management and they state the other employee misinformed me and Dyson does not send boxes out to help customers return their unit (which is now past the point of return for me to the retailer I purchased the unit from) and that they will have a talk with themI felt this is a bait and switch tactic since they knew I wanted to return the unit but were prolonging the box return to me so I can at least attempt to get my money backThe manager stated all she can do is swap the broken unit with a brand new one and send me a boxShe stated I should send the broken unit to them once I receive the new unit and the process should take ANOTHER 4-weeksIt was my only option so I obligedweeks go by and I finally get the box in the mail but still no new vacuumI wait for the vacuum another week, still nothingI call again and this gentleman states they were never going to send me a new vacuum until they get the old one backThey don't supply me with an address to ship it to, or a shipping label, and flat out lied to me again! They stated I need ship it back now even though two previous employees misinformed meI told them I want to talk to a manager and they should listen to all the calls on record and they stated one should reach out within 24hoursNo one has reached outI hate Dyson now and this is definitely not how you make a customer for lifeI will forever ban them from my home and continue to talk to friends and family to never use their productsTheir inconsistency and failing of products is what makes me think this wayThe way they lied to me and have untrained staff tell me certain thingsWhere is the consistency? Where is the customer service? Not once did anyone apologize to meI just want my money back after this three months of headache they have given me and the hours I've spent on the phone

We called and spoke with our customer. We expressed our apologies for not getting back to him in a timely manner. We found a resolution. We are sending the customer a new/upgraded Vacuum. The Customer is pleased and we hope this resolves the issue

Dyson customer service is inconsistent, disorganized, and has some serious follissues
We had an AMheaterWhen they issued the recall, we sent it in, as requested, back in November January rolled around with still no infoTurns out they delivered it to our old address despite explicit instructions not to in their own system and on the heater's paperwork, and now they can't find itCS promised to send a replacement ASAPWell, weeks later, still no replacementCalled to find out why, and they never sent it because our original color was out of stock and they didn't know what color we wanted! Really?? They had a phone number but never bothered calling to ask
Fine, so they sent a brand new one out rush deliveryIt arrived today, I plugged it in, turned it on, it ran for seconds and shut off, blinking "E3." Nothing in the manual about an Eerror codeSo I plugged it back in, and it shot out sparks and started smokingI called to report this and requested a refund because we are so sick of this, and hey how convenient they don't do refundsFor a $heaterUnbelievableAnd it's way too late to return it to the merchant (who bears no culpability in any of this anyway)Oh, and CS tried to tell me that she wasn't quite sure what Ecode meant but that it 'probably' was due to a power source issue not their precious heaterRightOur non-Dyson heater has been working just fine at that outlet all winter, as does the vacuum, the phone charger, and a laptopAnd she wasn't even sure that's what the code meansNo one seems toWhat is the point of these error codes?
So now I have to once again deliver it to UPS and wait another who knows how long for a different heater to arrive that may or may not workExtremely frustrating experience, will not be buying Dyson products again

One of our specialist will be contacting our customer on Monday to resolve the issueThe order was cancelled as a form of protection for the customerWe will be happy to place the order and ensure the customer receives his product

Hello Mr***, We have made attempts to call you regarding your claim but no responsePlease let us know if you have any further questions or concerns Dyson Quality Assurance Team

We called and spoke with our customer. We expressed our apologies for not getting back to him in a timely manner. We found a
resolution. We are sending the customer a new/upgraded Vacuum. The Customer is pleased and we hope this resolves the issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11154412, and find that this resolution is satisfactory to me
Sincerely,
Jeffrey ***

Dear
Jose, Dyson
apologizes for the delay in your refundPlease be advised that as of October
28, 2015, you have been refundedAt
Dyson, we take our customer satisfaction seriously, and hope you are satisfied
with resolution of this matter.Regards, Revdex.com Response Team

This customer's replacement was shipped on 12/Tracking number is ***It appears to have been marked delivered by *** on 12/We hope the customer is enjoying his new machine. Kind Regards, Dyson Quality Assurance

Hello, Contact was made with Mrs*** and repair options were presentedMrs*** was given the invitation to reach out to us if additional assistance is needed Best,Dyson Quality Assurance Team

The customer is requesting a promotional offer and a discount that which we are unable to applyWe offered the customer multiple promotional options, which the customer has declined

We have reviewed the Customer's Statement of the Problem as well as the desired settlement. We would be willing to allow the customer to buy the Fluffy Head Attachment/Part at a fair price. We offer this Attachment/Part to the customer at 20% off retail price as sold by Dyson. The
retail Price as sold by Dyson is $(Taxes and Shipping not included) Per the customer's desired settlement we expect this will resolve the customer's issue. We await our customer's response

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

Initial Business Response /* (1000, 8, 2014/09/30) */
Mrs *** has received her new unit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
*** and find that this resolution is satisfactory to me
Sincerely,
*** *** The response is accepted but this company should send me a written apology for the aggravation and time delay for said refund, their customer service needs to be improved to say the least!!!!!

Hello, We will honor 25% refundWe will follow up with the customer once the refund request is complete Best Regards, Dyson Quality Assurance Team

Complaint: ***
I am rejecting this response because: Dyson did not honor the discount code and promotion they were offering EVERYONE ELSEThey did not offer me "many" offers eitherThey offered me the same half offer that brought me here Revdex.comTheir one line responses clearly show what kind of a terrible customer service they have. The company has a bait & switch illegal advertising practices and customers should be warned
Sincerely,
B ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Dyson apologizes if there was a miscommunication between our Customer Service Team and Mr*** in addressing his concernsFor clarity, Dyson does not show a record of Mr*** calling the Customer Service Team on 8/20/However,
based on the complaint, Mr*** was asked to send in his vacuum to be inspected by DysonAt Dyson we take customer concerns seriously as well as the performance of the machinesUnfortunately, Dyson does not find Mr***'s contact information in the system, so they are unable to reach out to the customer directlyIt is requested that Mr*** call the Service Center help line, so Dyson can help arrange for the vacuum to be sent in for inspection on what is causing the unpleasant sound and decrease of suctionWe hope to move forward to a resolution regarding this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AS STATED ABOVE, THE VACCUM CANNOT BE SENT IN BECAUSE I CANNOT GO WITHOUT A VACCUM FOR TWO WEEKSI AM UTTERLY DISAPPOINTED IN THE SERVICE FROM DYSON AND FOR THEY WAY THIS IS BEING HANDLEDI PAID A LOT OF MONEY FOR THIS VACCUMMY PHONE NUMBER IS XXX-XXX-XXXXGIVE ME A CALL! I WILL NOT BUY ANOTHER DYSON PRODUCT IF THIS ISN'T RESOLVEDI HAVE ALREADY HAD IT LOOKED AT BY A LOCAL REPAIR SHOP I WAS SENT TO BY DYSONGET YOUR STUFF TOGETHER DYSON- ***
Final Business Response /* (4000, 9, 2015/09/10) */
Thank you for taking the time to communicate to Dyson on why the service did not meet your expectationPer our records, a customer service representative has given you a call, leaving his contact information in a voicemail, to discuss your issueAt your convenience, please return his phone call so he can better assist you
As it was previously stated, Dyson can help arrange for your vacuum to be sent in to Dyson to be inspected by a Dyson engineer regarding your issue
Dyson takes customer complaints seriously, and we hope we can work together to resolve this issueOur customer care team is eager to hear back from you to help resolve this issue

A Repair service appointment was made for this customer on 12/1/via email corruspondenceAt this point, we're waiting for the customer's machine to be received by the repair center, they can then begin their process of determining the nature of the customer's repair needs, and applicable
warranty coverage. Kind Regards,Dyson Quality Assurance

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