“I would strongly urge anyone to seriously consider before placing any orders directly from Dyson. A motorised attachment for my V11 vacuum stopped working. As this was out of warranty I’ve had to order a replacement at a cost of £80. Order was placed on 30/11/2024 with a delivery timeframe of 10 working days - In comparison with other retailers, this is very poor. A week later on 08/12/2024, I received a refund from Dyson with no explaination. No emails to communicate an issue and the product was still in stock on the website. After reaching out to ‘customer services’ I was told that this was down to ‘some technical issue’ and a new order would go through OK. I placed a new order same day, given I had been refunded and the old order had been cancelled - as confirmed by Dyson. Again, they quoted another 10 working days (up to 14 in total) just to ship this needed part so we’re already getting into ridiculous territory as far as simply delivering goods that were ordered a week prior. Fast forward to today, and I notice I have been charged another £80 by Dyson, and received an email comms - a rarity from Dyson - saying my original (apparently CANCELLED) order has now been dispatched. I have therefore currently got duplicate orders and am now down £160 at a very expensive time of year after being charged twice for an item I have yet to receive. I raised immediately with ‘customer service’ and they have only come back to say they will ‘help me with an update in 3-5 working days’. This is completely unacceptable and appalling customer service. I just want the overcharge refunded and this surplus order cancelled. It’s not rocket science, but apparently, it is to Dyson. I will never order from here again.”
“After having a illness I needed a less heavy hoover, I chose a cordless vacuum by Dyson and it has made life do much easier for me, without putting a strain on my body. Thankyou dyson”
“I have only had my vacuum from Dyson for over 12 months. I contacted John Lewis customer services who are based in South Africa dreadful service. I was then after a week that my vacuum needed to be dealt with by Dyson. I phoned Dyson on the 30th of November and spoke with their technical department quite a challenging call as the person's English was quite poor. I was advised that they would send out the part order number 1506263960 after several days no confirmation order was provided so I called again. I was told it was mislaid well that was not correct. I was advised they would post it. On the 6th of December, I was sent a confirmation order and I was advised that I would receive a further notice of when It was posted. I then left a couple of messages on public forums so people would be aware of what service you can expect. Someone from Dyson contacted me through messaging and informed me the part would take up to 14 days to arrive. I have had a broken cleaner for now 16 days, and I will have to wait up to another 14 days as it has still not been dispatched.”
“Dyson sales are driven through the consumer perception of expensive premium high-quality innovative well designed and presented product that you cannot get or match elsewhere.
I have a couple of Dyson products and ordered my wife the new hairdryer as a Christmas present; time will tell if the insane cost is worth it.
The checkout experience was similar to any other website however when experiencing a problem with the delivery CUSTOMER SERVICES were NONE EXISTENT.
SUMMARY:
- Delivery relies on the buyer to be tech savvy with a clear understanding of delivery process and access to Smart Phone / tablet Apps. Not everyone is savvy or have access to the smart technology required.
- Customer services are located internationally, (cost profit driven strategy), and unable / refuse to intervene in the event of a delivery issue.
- There is no escalation process – refusal to speak to a manager and promised of call backs do not happen.
- In the event of an issue Dyson the retailer offers no assistance and pass the problem to the consumer despite the contract being with the retailer not the carrier.
- Dyson Customer Services are unable / refuse to communicate with their delivery services
- In the event of failed deliveries or a consumer inability to comply with the tech heavy delivery process cancellation is available however refund is not made until the warehouse scan the product back in even if lost between carrier and Dyson.
- Customer service agents either actually don’t care or Dyson don’t care and hamstring agents by restricting anything they can do to assist the customer.
- Order cancellation due to delivery issues problematic with significant delay in providing refund.
- PREMIUM product – SUB STANDARD Customer Service.
DETAIL if YOU’RE INTERESTED:
DPD arrived on the day expected and requested a PIN, I’d not been provided with one, driver informed that the depot usually send it by email as he leaves the depot but for some reason for Dyson this is often delayed. He explained he would call the next day and I would hopefully have the Pin by then.
Having not received the PIN later in the day unable to find a way to contact DPD and speak to a person or communicate my issue through Live Chat I called Dyson Customer Services selecting option 3 ‘Delivery issues and related questions’. They explained the PIN is sent through the DPD App not email; I would need to download the APP. This was not
communicated at any point during the purchase or in subsequent email updates from Dyson.
I tried to download the APP, this required email verification, I attempted but no verification email was received – same email address as used for the purchase. I called Dyson again, different person who said there was no other way to get the required PIN to complete the delivery. I again explained the issue and asked what they could see on their system asking them to intervene with DPD. The answer was ‘we don’t offer that service’ and there was nothing else they could do to assist. I asked if I could escalate and was promised a call.
Next day the DPD tracking indicated the parcel was held at the depot and not out for delivery. Having still not received either a call from Dyson Customer Services as promised, an email to verify the App or a PIN by any other method I once again called Dyson Customer Services and spoke to Pamela who is located in a call centre in Honduras. The issue was explained and Pamela confirmed she couldn’t do anything to help, and my only option was to ask her to cancel the order and then wait for the parcel to be returned by DPD at which point they would refund my payment. She confirmed she could see the parcel was held at the DPD depot but would still be unable to refund until scanned back into the warehouse. When asked what happens if it’s lost between DPD & Dyson, (Not an uncommon problem particularly at this time of year), she explained there would be a further delay whilst an investigation took place despite a record that would clearly show I had never received the product. Unfortunately, principle and a desire for the product led me to continue to try and resolve and was again promised a call back by a manager. This again didn’t happen.
I returned to the DPD website, parcel still’ Held at the Stoke Depot’ and clicked arrange delivery for another day in the hope the PIN process would work second time around. Thankfully it did but by text not App or email.”
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Sheena Trelore
6 reviews
GB
Rated 2 out of 5 stars
Poor Vaccum & Appalling Customer Service
I bought a Dyson V12. After about 12 months it kept cutting out. Dyson said they had none in stock and would email when available. I got an email telling me it was in stock, so i rang to order it. Ridiculously, l was informed that as they only had 50 in stock they couldn’t release it. If that was the case, why would they ever run out! They eventually replaced it earlier this year. 3 months later the illuminated head stopped working and i reported it to Dyson in August. I was again told, none in stock, and a new one would be available within
10 to 14 days, I had the same conversation a further 3 times over the last 3 months and I still haven't received my part. Not only is the vacuum poor, Dyson customer service tell lies,and
provide an appalling service. I would not recommend the vacuum or them at all. 0/10”
“I ordered a Dyson cordless vacuum with the promise of next day delivery. It didn't arrive so I contacted via their customer service to be told quite rudely to wait 72 hours. Contacted again on Wednesday and was promised delivery within an additional 72 hours. This morning they appear to have cancelled my order, with no contact or reason given. Appalling customer service , will not be using them again.”
“NEVER EVER BUY DYSON.
If I could give no stars I would. Avoid buying Dyson at all costs, I got my Dyson airwrap almost two years ago, it cuts out all the time from over heating, it has never worked as it should. Decided I should get it fixed before the warranty runs out. My warranty was set up when I received my airwrap as a gift. Serial number provided and an account created. I have had an email from a no reply email address asking for my receipt. Which I clearly don’t have anymore. But I can’t respond because there is no way to respond to Dyson. I have now joined an online chat. Where I’ve been told they need my VAT receipt because the repair is cancelled. Due to no parts being available. NO PARTS FOR A DYSON AIRWRAP THAT IS STILL BEING MADE. So without my receipt, my £650 airwrap goes in the bin? Took me 45 minutes to arrange the repair in the first place, going through pointless questions to somebody that couldn’t speak English. And another 1 hour now sat waiting on a web chat. Who has time for this? I don’t. Pulse waiting in on Saturday for a collection. Why arrange a collection if you need my purchase receipt? Disgusting
I have ordered a shark.”
“Absolutely the Worst Customer Service I’ve Ever Experienced – Dyson Doesn’t Deserve a Single Star!
If I could give negative stars, I would! Dyson has proven itself to be an utterly disgraceful company with appalling customer service. I returned my faulty hairdryer on September 18th, thinking I was dealing with a professional company. Instead, what I got in return was a dirty, chipped, disgusting hairdryer in a completely different color, with a different serial number. It was someone else’s broken machine! Unbelievable.
I immediately contacted Dyson customer service, and after a video call where I provided every bit of evidence—photos, videos, you name it—I was assured the issue would be resolved within 48 hours. That was on the 25th of September. It’s now October, and I haven’t heard a thing from them. What did I get instead? Requests for evidence I already provided multiple times. Dyson is apparently so incompetent that they can’t even keep track of their customers’ complaints or do the bare minimum to follow up. Pathetic.
And to make things worse, every time I call and try to explain my situation, they CUT ME OFF! How is this even possible? They are literally hanging up on me after I’ve gone through all the trouble of explaining the issue again and again. It’s beyond frustrating.
I’ve paid £500 for this product, and I can’t believe I’m experiencing the absolute worst customer service ever. Dyson has completely failed me. I own multiple Dyson products and used to be a loyal customer, but after this horrendous experience, I’ll stay far away from this scam company. I’ll be telling everyone I know about this nightmare.
I’m also reporting this to the ombudsman, as Dyson has taken my machine and hasn’t returned it or offered any resolution—no refund, no replacement, nothing. Dyson, you should be ashamed of how you treat your customers. Avoid Dyson at all costs. Worst. Company. Ever.”
“Absolute shambles of an organisation and customer service department. I have a vacuum which on the 2 and half years seems to lose power and in the two years of warranty was only ever offered new batteries and never once offered a chance for it to be repaired. Now that it is out of warranty they have now offered to repair but at my cost. I fought my case and had a solution that they would repair free of charge. Roll on two weeks to collection day and no one collected it. Waited till today and again no collection. I rang up and safe to say their customer service agents are not helpful and laughed on the phone when I expressed my disappointment. Got to speak to a so called supervisor, and again not helpful what so ever. Only solutions that was offered was they would send a part but be charged to me and I would have to fix it, wait another 2 weeks for collection to be repaired or 25% a new purchase (like hell am I buying a Dyson again!). A rude and disgusting experience and have asked to log a complaint but I hold my breath. If you are reading this to see if you want a Dyson.... Do not bother, scam artists!”
“How can Dyson a british brand introduce a new product in the middle east first? So what now uk is not worthy for a British brand to launch their products in their own country first? What a disgrace Dyson.”
“Absolutely atrocious service, do not believe a word of price match guarantee, it’s false advertising, the match nothing and after spending well over an hour on the phone with clueless customer service advisors it certainly wasn’t a great experience. It took me hours on the phone with them to arrange the return which is not seamless or easy.
Product is great but if you can help it don’t purchase directly from them or believe in false advertising of best price guarantee as it certainly isn’t the case.”
“After care absolutely non existent spend your money elsewhere
Having bought a Dyson supersonic hairdryer the filter started crumbling away after just over a year of using my hair dryer, so I contacted customer services and that is where my troubles began I was advised that the part was out of stock.
Several Web chat messages and no actual time frames as to when this part would be in stock again I decided to check in the website myself and the filter was now showing as back in stock so I contacted Dyson again and was advised that the part will now be sent out to me and I will receive a message confirming this shortly after my web chat, I received nothing! This morning almost two weeks later I have an email letting me know my order is cancelled!!!!!! And now my hairdryer is booked on for repair and that a courier will be coming to pick it up and I will be without my hairdryer for7-10 days....... Its only a filter cover that needs replacing due to the cheap quality of the one that is on the hairdryer..... The level of consumer care I have received is absolutely shocking, not what you expect after purchasing a very expensive item from what you would consider a reputable company, Dyson customer service is not fit for purpose either, a number of webchats with very robot like unempathetic people does not help with the frustrations of getting the issue resolved!! I was planning to purchase the airstrait but I won't be doing that now, the after care from Dyson is no existent, I would hate to go through the same issues if something needed replacing or repairing with tha”
“My husband bought me the dyson corrale straighteners for my birthday in Sept 2021, not quite 3 years old and they will not hold their charge show as fully charged but switch off in less than a minute. Ring customer services and told warranty is only 2 years, ok can I buy replacement battery pack, apparently not they are built in! Option i am given is to purchase a refurbished pair for £100. How can you justify charging £500 for something that cannot be repaired. I am fuming.
Going back to GHD my first pair cost me £100 and lasted over 10 years!”
“Bought a cordless dyson V10 a year ago and the roller head stopped working in May 2024. Had the warranty on the product so contacted Dyson to ask for a replacement.
Four months later and after countless phone calls we still haven't been issued the replacement.
Their customer service is the worst I've experienced in years and that really saying something. The customer service operators don't speak good English so they don't understand you and you can't really understand them.
We've been told on four occasions that a replacement part would be sent by DPD and it never has.”
“Bought the 360 vis nav for £1200. It broke after 4 months. sent it back and then the 4 months of horror with their customer service started.
6 failed delivery attempts with excuses such as an error to the address (they managed to find the address with the original delivery and there's 24 hour concierge, 7 days a week). Tracking links came up as errors.
I tried to get my money back through the bank but more then 6 months had elapsed so they couldn't help. If you get one pay by credit card as you're more protected.
I complained to the citizens advice borough who have reported them to trading standards.
I subject access requested them which they have failed to provide information and it has been more then a months since the request.
I have asked for their complaints procedure at least 3x over multiple months and they have not provided it, when I search on their website it is not there either.”
“**Disappointing Experience with Dyson Customer Service**
I purchased a Dyson vacuum with high expectations, considering its reputation for quality and service. However, my experience with their customer service has been utterly frustrating. Over a month ago, I contacted Dyson support to request a replacement bin for my vacuum, which is still under warranty. Despite numerous promises and assurances, they have failed to process my order.
It is incredibly disheartening to feel ignored and neglected after spending a significant amount of money on a supposedly premium product. The lack of action on Dyson's part has left me feeling incredibly upset and disappointed. As a customer, I expect better service, especially when dealing with warranty-related issues.
I would caution anyone considering a Dyson product to think twice about their after-sales service. While the products may be well-engineered, the customer support is sorely lacking. My unresolved issue has soured my opinion of the brand, and I am left questioning the value of my investment in a company that fails to fulfill its promises.”
“Don’t believe the next day delivery it clearly states order before 9 pm for next day delivery seven days a week. contacted customer service who said it can take up to 3 working days asked to show where it states that but will not show me.”
“Lost reputation
Do think twice about their refurbished product before purchasing. They are complete rubbish. Their complainants, repairs and customer services is none existent. Several chasing on emails and for the last 2 months not a response. They are not the same company you used to know. Cheaper brands out there are much better and work twice as hard to offer”
