“Awful customer service, problem with their website, meaning I was charged twice for a product - no management or anyone you can talk to properly. absolutely unacceptable for a company this size”
“I bought a refurbished Cyclone V10 Absolute on 02/05/2025, it failed on first use, Dyson sent a replacement battery that did not work, then a replacement charger that also failed, a technician was booked to collect the broken unit on 24/07/2025 and never arrived, now two weeks later I’m stuck with a useless vacuum, this level of incompetence is outrageous, it breaches your 12 month guarantee and my rights under the Consumer Rights Act, I demand a brand new working machine delivered immediately or a full refund, no more delays or excuses.”
“bought Dyson straighteners in September 2022 & really liked them. Earlier this year the battery was failing & didn’t hold charge for long. I reduced heat but it didn’t make any difference. I contacted Dyson who instantly said I would need to buy a new pair. I challenged this & a repair was arranged. I have received an email to say they need a new battery. There is no batteries in stock & they don’t know when they will be so they can only offer me a 25% discount. There is a 2 year warranty with this product. Why would I pay another £300 & that’s with the discount for something that doesn’t last & one of the main components can’t be replaced. Mine weren’t over used & I followed care instructions. I would not recommend as Dyson cannot repair and are just after your well earned cash.”
“Absolutely shocking customer service and repair center. I purchased a pair of Headphones for my Autistic son who relies on these daily , 4 weeks been messed about headband cracked , sent back , came bk head band repaired but sponge moving across now . Made numerous call's and email's even a formal complaint lied to as told 24 hour response , still no call I rang them and have wait 48 hours . 4 week's inconvenience , rude , Arrogant call centre staff and still not Headphones repaired . I will never shop at Dyson again after this shocking experience.”
“I purchased a Dyson Airwrap on end of December 2022. But on February 2025 it wasn’t working. So straight after 2 year manufacture warranty, hairdryer stopped working. Contacted Dyson , and suggested to pay £99 for repairing, but had an answer it’s not reparable. So I only been offered 25% off to buy a new one )) . That’s all. How such a huge company deals with customers.
I have many Dyson products, and always well looking after them. Very disappointed with quality, as I spent £500. Customer service also horrible. No one care about anything.
I would never buy anything from Dyson again.
Contacted via email & telephone and never had any call back.”
“Can’t comment on the vacuum itself as I still haven’t received it, multiple calls to customer service and over an hour wasted on web chat, still no answer to why the item still hasn’t been dispatched, just fobbed off with wait 72 hours and call back, next day delivery stated on the website, wish I’d checked out the reviews first, expected better from a brand like Dyson”
“Extremely Disappointing Aftercare
You invest in an expensive machine, but once it's faulty, the support is virtually nonexistent. The aftercare team shows no concern or accountability.
Truly disappointed — I deeply regret this purchase. I would strongly advise others to think twice before buying.”
“Shocking customer support, I’m now on my 5th attempted pickup for faulty upright, 5 days off work does not instill any hope for Dysons future business model, this will be my last Dyson product, cheaper to buy disposable knock off & bin it when it fails. Shame on you Dyson, you’ve converted me from Buy British to buy cheap disposable.”
“Had 2 Dyson hoovers in 2 years. First one broke so they swapped it with another great. 2nd one has broken and been told the motor is on its way out so will cost £119 to replace. Has i explained i have not had the hoover more then a year but I got told my warranty carries on from the last on. I explained that 2 machines in 2 years with was not cheap to buy is a bit of a joke. Customer service not interested at all. I have had Dyson all my life but over the last few years I believe it's bad quality but top price. Would not recommend to anyone BEWARE”
“Our device failed numerous times, we've had replacements but it failed again. This time round the replacement was the wrong machine and it's taken over a month of terrible customer service and we still don't have the original machine.
Airwrap wasn't all that special either. I wouldn't waste your time with Dyson”
“Won't be using them ever again. Been purchasing dyson products since 2004. I have recently purchased a AirWrap in December. It was fault from the start. Their customer service is unhelpful. Their warranty isn't worth the advert and they won't refund despite my statutory rights for a refund on a faulty product. They repaired it but the repair didn't work, they won't replace like for like as item is out of stock. They have significant delays in repairs and ignore complaints or messages.”
“Never buy from Dyson. These are quality and costly appliances that are not worth the money due to their repair service. They work well initially- but once in need of repair, you will have poor customer service with unanswered calls, unexplained delays. They have had my money and my broken appliance for over 4 months. If you read reviews you will see that the issue is chronic and widespread across continents.”
“Never buy from Dyson, only after one year my Dyson airwrap stopped working after being sent for repair twice it still hasn’t been fixed. What’s worse is the customer service! Absolutely dreadful, you start to get annoyed of how long the process is and how unhelpful they are. I still have 12 month left until my warranty expires. I was told my airwrap couldn’t be fixed so they will replace is with a REFURBISHED Dyson airwrap. I was so disappointed as we all now how expensive a Dyson airwrap can be and it’s so upsetting that after all that your replacement will be a refurbished Dyson. So disappointed.”
“My delivery has failed to arrive twice now. Tracking shows it is still expected to be delivered on a date in the past.
Nothing dyson can do to help apparently. They tell me I have to go to the DPD depot more than 45 mins drive away to ask them myself.
They also refuse to cancel the order.”
“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.”
“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.”
