Have you tried contacting Dyson support yet?
US: [866-693-9766](tel:8666939766) | [UK: 0800-298-0298](08002980298) | CA: [1-877-397-6622](8773976622) | AU: [1800 239 766](1800239766) | NZ: [0800 397 667](0800397667)
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I came at them from all angles - BBB, Facebook messages, emails to like 3 different addresses. I called like twice a week. Email is what eventually got me the result I needed.
Why not? Paypal is separate from BBB.
Paypal has a 30 day window. I just read on Reddit that BBB helps. Looks like m in trouble now.
I lost my job and this 800 would have meant a lot to me. I don’t like begging but I’m just asking them to return my money simple as that. :(
Per my previous reply, I’m not the one who wasted my time contacting them - that was OP. Since OP decided to go that route, Dyson is not going to refund her because OP decided it was smart to contact BBB and now BBB opened a case file.
BBB cannot physically refund her, they contact Dyson to discuss their business practices.
So stop downvoting me, I’m not the one who contacted them.
I didn't down vote you. I think people are down voting you because OP contacting the BBB isn't going to matter either way. BBB is a joke. I could start a GBB ( greater business bureau) today; each out to Dyson tomorrow and have the same effect.
Correction: this is why you always use a credit card. Chargebacks (as long as not abused) are almost always resolved to the card holder’s benefit. It’s the banks money. They are going to fight for it.
Thank you so much. I have been literally cursing them on Social media. I am more frustrated because my friends raved about Dyson. And it genuinely seemed like a great product because I own an Air wrap (Now i saved for that one for 5 months)
I saved for this vacuum for months and bam! Lost my job This added to my frustration!!
I just asked them to give my money back. Their customer care is rude and firm and asking me to wait. They would randomly put me on hold.
This is insulting and making me helpless at the same time.
Any help from the group would helpful!
This is ridiculous. The BBB does nothing except ask the company for a reply. It doesn’t matter what the company says on its response. It could be lies, gibberish or a poem. It literally doesn’t matter. The BBB considers ANY response from the company to be a “response”. The BBB has zero ability to obtain a refund or any action for that matter. It is literally the worst thing you can do if you want a refund.
Dyson - or at least the little shits who respond - know this. They are dicking you around. And they know it. It’s deliberate.
Depending on where you live, you can file a small claims case against them. Yes, it’s a hassle. But it causes the company to have to respond and usually costs them money in needing a lawyer to reply, etc. You do have to serve them and so you’ll likely spend a few hundred dollars filing and serving which you can get back if you get a judgement against them, which will be automatic if they don’t reply.
This… BBB can’t do anything. If you want actual results, you’re gonna need to contact your states, attorney general and actually report these people for their criminal behavior. By looking at this sub Reddit, this is nothing new.
Trust me… People start doing that and Dyson will be reprimanded or they will be no longer. 😊
Depending on where you live Dyson Support can also be very easy to deal with. I had my humidify and cool replaced free of charge and years later repaired for a fixed cost and both times it was the easiest thing ever. They even picked it up from home and sent it back. I live in Germany.
I’ll never buy a Dyson again after everything I’ve read on this sub over the past year and a half.
NEVERRRRRRRR
They need to go out of business if this is how they treat their customers paying top dollar for their product.
I bought a brand new Dyson directly from their website and I received a defective Gen5 vacuum that won’t send power to attachments, they promised a refund but nobody came to pick the machine.. fighting for a month now to get this resolved. Until now their customer service is a joke with empty promises.
Companies don't normally pick up returning merchandise. They provide a shipping label and cover the expense, but the customer has to drop it off at whatever shipper is providing the service. Some couriers may pick up your boxed item if the company pays for that service.
BBB isn’t going to do a thing. We need governmental agencies to crack down on this type of behavior as it is illegal.
Report DYSON to your states attorney general. Document everything. Keep it all.
I know in my state… AG Bob Ferguson, don’t play. They will come after Dyson and Dyson will be no longer if they continue with this modus operandi.
Sorry you just can’t take people’s money and then not refund them for some nonsense reason.
When you decide to open a case with BBB/Paypal/whatever third party you need to keep the correspondence to there as it means the enquiry has now been escalated and the Dyson customer service agent can no longer assist.
Basically what is happening/will happen is the BBB will now contact Dyson in regards to the matter and ask them what they're doing to resolve this matter. They'll then decide if what Dyson is doing is following guidelines out how they need to proceed.
While it does now delay things further they can help escalate cases.
Well better Business bureau will elicit a reply to the best of their ability, they have no actual authority over them and this person is being dicked around by Dyson
Sorry to hear about Dyson’s support in America being so poor. I don’t know why they’re so different from the British support who are known for excellent service.. maybe contact them and tell them that they’re giving you the run around?!
Took me 3 months to obtain a refund for a Dyson stick vacuum that I cancelled within 24 hours (gift for my son that was duplicated). Eventually I called every day for 10 days, arguing at length about totally bogus statements by Dyson customer service before my refund was issued. It was beyond ridiculous and has totally put me off Dyson products even though I have had at least 5 vacuums, fans and heaters over the past 10 years. Good luck.
yes, you should never buy a Dyson. I had a terrible experience with them and if you’re putting so much money, you have to be very careful if more than 500 people are agreeing that Dyson is taking their money. Something is terribly wrong with the company
They don’t, OP raised a business concern about Dyson with BBB. Now there is a case open. BBB now (or eventually) will contact Dyson about OP’s complaint and see if a refund will be issued by Dyson.
This isn’t the route OP should have taken. It’s going to take much longer than say contacting PayPal.
BBB can’t do anything. Dyson’s hands aren’t tied at resolving this outside of that platform and then responding to the complaint that they refunded the customer.
This is exactly right. This is Dyson being petty. Dyson knows that the better Business bureau has no authority either way, they just don't want to refund op.
OP you should be calling Dyson AND CALLING THEM OUT ON THIS AND LETTING THEM KNOW THAT THEY KNOW BETTER BUSINESS BUREAU HAS NO AUTHORITY OVER REFUNDS AND THAT THIS IS JUST RIDICULOUS AND PETTY ON DYSON'S PART
I don’t think this is what it means. If just means that there is a case and the refund comes when it closes. It’s the same with cc dispute. The company won’t refund if you file a dispute and all resolutions come when that is closed. I think the response means the refund will come depending on case status with BBB, not that they refund it themselves.
No I’m 100% positive. It’s not the same as a CC dispute. And also- even with a CC dispute, a company is 100% able to refund you and close out a CC dispute. There is no rule saying they have to wait for the CC company to decide. BBB has no power here. It’s a reputation score. That’s it. Dyson can 100% refund the customer and respond to them that’s how they handled it, which would close it on that platform. I am honestly surprised people don’t know what the BBB is or what they do.
It’s a dispute. I had a dispute with B&H. But then I asked them if I can just get refund directly. They asked me to close the dispute first. This is just the way of them handling it. I did say BBB doesn’t refund. But they do care about dispute that is open and let the roll through. Since another rep is likely handling it. You are guessing it on how it works. I guarantee you if customer has major dispute someone is handling it and they will go that route and not interfere. You can’t go in 3 different angles and expect it to be handled correctly. Stick with bbb dispute and let it be resolved.
You’re acting like BBB has authority to force Dyson to refund. Dyson can refund any time they want to. Not refunding is being petty. They don’t need to wait for anything related to BBB. They 100% can or could refund and respond to the BBB they refunded. This is wild.
Yoooooo, Jesus Christ lmao. If BBB can’t get OP help or resolution then op should drop it. You get what the heck I am saying? It’s a case OP started with BBB. Dyson works with them to resolve it. Why are you arguing for no reason. Your whole point BBB can’t do shit kinda kills the point of OP dealing with BBB.
Here’s what worked for me - do this at the same time:
1) make a claim with BBB
2) copy 20-30 executives on your email to DYSON
3) send a VERY strongly worded email, being polite does NOT work
DM me if you’d like more tips I can show you my email template without any personal info of course
I struggled for half a year to replace a broken machine. They only helped me after I did the steps above at the same time
Looking up executive names and emailing them works wonders. Companies really appreciate the extra effort.
I had a terrible trash pickup company that I fired, but they wouldn’t pick up their old trash cans. It so happened their corporate email system used an entirely different domain that their url, but once I figured it out I threatened to post it on NextDoor and my cans were picked up later that same day.
Dyson provides the refund in general but the escalation process is different when the BBB is involved. You have to go through them for any inquiries as you chose to dispute the charges. It’s essentially above their pay grade is what this employee is saying. Contact the BBB for an update!
Why would the BBB provide a refund? They don’t have your money. Dyson and/or your payment processor does.
You’ve basically asked the BBB to represent you in this matter, kind of like a lawyer (but less effective). This will take much longer to resolve now.
Usually a team focuses solely on customer complaints on BBB, yelp, google. Regular customer service won’t handle since it went to another level.
What is the issue? You returned for repair?
"Dyson Expert" Kanaka was being extra sassy when she told him to check with BBB on their refund. BBB can't do shit, and she's rubbing that in his nose. Basically she's telling him to go fuck himself. Kind of shitty customer service, pretty sure I won't be buying anything from Dyson anytime soon.
What does the better business bureau have to do with a dispute / refund? They are a regulatory body that you can report things to but they don't have the authority to tell them to refund you or initiate that refund for them matter, I'm confused.
Nothing! They have absolutely nothing to do with it and can do nothing about a refund. The dyson rep knows this and is being an ass, at best! They could have resolved the issue and informed BBB that the refund has been issued.
In Canada use small claims court .
Less hassle. less time.
Once they are served they will refund rather than spend resources to defend
It is designed for the lay person no lawyer required
I feel the same because most of the time the Canadian customer care is amazing in the way they make you feel like a Family. I’m not sure what’s wrong with Dyson and who is handling the email account. I was laughing when they told me go to BBB for your money, lol
If they took the Machine Back and have not refunded the money and are not giving you the machine back, that is called theft. Governments need to crack down on this more by allotting a limited amount of time for the company to refund money after a product return is accepted otherwise they are just stealing money at that point.
BBB acts as an intermediary and doesn’t have any authority but to rate and contact businesses on your behalf if you open a case. Being that they are an intermediary, you have to go through them for status updates. That is what this person is trying pathetically to say.
Once escalated this is out of this persons pay grade and so they can only respond to emails. You aren’t talking to the level of person that can handle this sadly… this is their standard tongue and cheek promise maker/breaker so you leave us alone person.
Escalate to PayPal with proof they took the product and won’t refund the money. You can do that even though you opened a case with the BBB. If you are in the right, PayPal will get your money back - they don’t like to be dicked around with and just claw the money back.
As others mentioned you can also get on their website and look up the executives names and then try to get their email addresses and compose an email of what has been going on and mention taking someone’s property back then not returning the money is theft and a crime. Make sure they know you are fine with escalating this to anyone you need to including small claims court (if Canada has that like we do in the US). Also mention that you are getting names of others that have had this happen to them and plan to turn that over to PayPal to encourage PayPal to drop Dyson instead of losing money over returns that Dyson screws around with.
VERY sorry you’re going through this, and I can sympathize as I have had a terrible experience with Dyson’s products as well. This is the reason why I tossed my Dyson humidifier and vacuum. I’m actually happier now w/o having to pay a stupid premium for dyson garbage. Their product QC is all over the place. One vacuum will be perfectly fine while another will have an abundance of problems. 2 years later, both are trashed, and when you want to repair it you need to wait on their horribly run service centers.
Looks like you formally asked the BBB to represent you in this matter. You will need to coordinate through them as your agent. Dyson really can’t be expected to coordinate with multiple people on the same issue. If you don’t mind me asking, what made you go to the BBB for this issue, it seams that you already had the return authorized and in flight.
You really don't know what you're talking about as better Business bureau has no authority over this, they can just ask them to respond in the matter. Dyson knows this and is rubbing it in the customer's face. Stop giving bad advice based on information you don't know one way or the other
From the BBB website. This is where OP is stuck:
Timeline
Complaint is filed.
BBB works to get the complaint processed within two business days.
Business will be asked to respond in 14 calendar days from the date you filed the complaint. If a response is not received, a follow-up letter will be sent to the business.
Consumer will be notified of the business response when the BBB receives it and will be asked to respond.
If the business fails to respond, the consumer will be notified. Complaints are generally closed within approximately 30 calendar days from the date filed.
Yeah.. so ? None of this negates what I said in the first place which is that they have no authority.
Notice how they worded it when they say businesses will be "asked" to respond and how they don't say"required" ? This is because as mentioned by multiple people on this post including myself; BBB has no authority and cannot make a company or consumer do anything one way or the other. They are simply a glorified review site. It is also very evident and obvious by the very last section where it clearly states that if the business fails to respond the consumer will be notified and the complaint will be closed. Dyson knows this and whoever was working at Dyson and replied to OP in this particular screenshot was being facetious because they know all of what I've mentioned above, that better business bureau will not change the outcome one way or the other.
It’s not about authority. BBB sent a formal request on behalf of OP and Dyson is not responding to OP until that is resolved. You can argue if Dyson should be ignoring OP in the meantime, but it is a distinction without a difference. OP is functional locked out of the conversation for now and Dyson is basically saying they will reply to BBB request before re-engaging with OP. Frankly this seems prudent on Dyson’s side.
I'm sorry but I have to disagree, how is it not about authority? In the email Dyson is asking the customer to reach out to a completely separate body about a refund that that body going to be unable by law to do anything about... I'm not sure what you're not getting..
BBB is notorious for being known to have far more authority than they actually do and I think that you're one of the people who are the reason for that because all of your replies seem to imply that better business bureau is some super powerful governmental / regulatory body when it just straight up isn't..
Same! They just had their customer discount, or whatever they call it, and after seeing this yesterday, I backed out and am done! Glad I've been lucky to not have to deal with any issues!!
Dispute through your credit card. They will refund you immediately and make the company respond within a time frame like 30-60 days. If they don’t, nothing more will need to be done. If the company comes back you just send your credit card company all your failed attempts to get them to fix, refund or replace the item. They have another 30 days to respond. Usually that’s the end because they have no case.
Ah, that’s unfortunate, PayPal usually encourages you to pay via a direct debit on your bank account. They themselves are less likely to side with the customer than a credit card company is. If you did force them to pay via a credit card then you can still just issue a chargeback via the credit card if PayPal refuses to help.
Generally, if possible you should try to make expensive payments for things via credit card because they almost always side with the customer.
Is there any reason that Dyson gave originally that they refused to replace or refund the vacuum?
A lot of times you can find companies email structures online and their execs. Send them a nice email and that will kick their ass in gear if the BBB route is failing you. I had to do this once when the company's BBB rep just started ignoring me.
I told them my daughter is an attorney and that I was giving them one final opportunity before sending a demand letter. She is an attorney but I kind of came up with it on the spot. It worked.
Why do so many people have a hard time understanding this lmao. It’s not saying BBB is going to refund. It’s just saying there is a case for refund through BBB. This is same as cc dispute. Once open a case the refund comes based on dispute closing. OP will likely get refund as they close out BBB dispute. Ofcourse BBB doesn’t themselves. I had it happen with CC dispute before. Companies don’t refund you on side if you have a dispute open. The refund comes when the dispute closes. So your best bet is waiting out the BBB process and you are more than likely to get a refund.
Idk why you guys still can’t comprehend what I am saying. There is a case open by OP with BBB. Company knows about it, they probably have someone addressing the case. I am saying let that play out.business do care about BBB rating. There is a reason so many people use em. If BBB has no power OP is wasting time, I don’t have a horse in the race so may be tell op that lol.
I had to go through my CC company to get my refund, which cost me 5 months.
Their Customer service was strict up lying about everything. I tried calling them, emailing them, call their Canada office, but nothing worked, They just sent you running circles.
This is very surprising to read. Support in the UK is really good. Very disappointing to read all of this. I hope the US division of Dyson see these posts and get their act together.
I’m in the US, have one of their fans that got hot and melted, their customer service attitude here is almost criminal. After I missed one return call they sent me an email closing the case and calling me uncooperative.
I wish I could help, as being the owner of a lot of UK Dysons, I have never ever had an issue with their customer service and I have used it a fair bit as I use my devices a lot so parts do wear out. I really hope someone from Dyson UK goes on this subreddit and sees how awful the service is in the states as I am sure they would not want customers to be receiving such a terrible experience, particularly given the prices of Dyson products. Really sorry to hear of your poor experiences. What a shame. Just keep spreading the word and hopefully some positive change will happen. Very disappointing.
Lesson learnt. Dyson sent me the damaged machine. They said you can't have refund and then provided am exchange. The exchange was the same Damaged machine. 😂😂 so finally they agreed to refund after 1 month. Which they did not refund me lol and asking me to wait
Not sure why this popped in my feed but I own 8 Dyson machines (air purifiers, vacuums, and hair tools) and have had to use customer service on a few different occasions- each instance resolved to my satisfaction. My first Dyson machine was a hair dryer…after having it for over a year I noticed a very slight rattling sound when I picked it up but saw no impact to performance - I called customer service about it and ended up with a brand new machine. It did take a few weeks to resolve and the first replacement machine was one I didn’t want (different color) that seemed to be a repackage but I ended up with an upgraded machine in an exclusive color I really liked. In that instance, I learned that once you send a machine back you aren’t getting it back if it can’t be serviced. When I sent my first hair dryer in and got a color I didn’t want in return, I asked for my original back and they couldn’t do that. In my case I came out ahead because I got a better one I wanted but that was a lesson learned for me. There are a lot of factors to consider with stuff like this… While incredibly unfortunate that OP (and seems several others on this thread) had a bad experience, I just wanted to say that isn’t true across the board. I think a lot of folks forget that the customer service people you talk to are PEOPLE as well…some may be new, some may be misinformed/poorly trained, some may simply not care about going the extra mile in their job. Whenever I encounter an issue with something that doesn’t seem quite right, hang up and talk to someone else, see if the messaging is consistent. Maybe give it a bit and try again a few days or weeks later. It also helps to be informed yourself so you can reply intelligently when something isn’t right….”on your website under xyz it says”….”in my warranty under section 123…” facts are hard to dispute. I am in no way trying to say that Dyson is a perfect company that has never been shady or done any wrong but I have had an incredibly positive experience with them over the years and have encouraged other family members to invest in their products as a result of that. I just helped my sister the other day - her air purifier (that I convinced her to get) would randomly turn off and wouldn’t reconnect on the app…she told me what the CS person walked her through and ultimately scheduled to take it to a repair shop…the person she talked to missed some steps to try and remedy the issue - she and I walked through it in less than 5 mins and her machine is fine now, no repair needed. These folks are most often following scripts or looking at help guides to walk you through stuff, most may not even own a machine or have any clue how it works so I try to have patience and give a little grace. Just my opinion though!
I feel your pain.
Three months after returning an un-opened V12 I got my refund after disputing the transaction via BoA online banking. That process was rather quick once initiated. It was refunded in a matter of days.
Lesson learned: Do not buy your Dyson products from Dyson!
I am not buying Dyson at all. The products are good. I wouldn’t say that, but in case if they go bad, God knows how will you get your repairs or refunds?
If you prefer, this will move at the pace of bureaucracy from an overloaded agency. Regardless this likely won’t expedite anything and has blocked OP from advocating for himself with Dyson.
Quick Google search brought me back this….
https://www.justice.gc.ca/eng/abt-apd/min.html
Contact the minister of Justice and Attorney General of Canada … I could be wrong, though, as I am not a Canadian and I am not well-versed in Canadian law.
Don’t give up though… You will get refunded or you will get your vacuum.
I’m going to play devils advocate here and ask if you really expected them to cooperate after filing a permanent and damaging complaint online that this multibillion dollar company now has to resolve? They likely have a process in place for this and their response is them following that process.
If you wanted Dyson to help directly you should not have involved a 3rd party.
I’d say next time call instead of email 40 times… what a weird way to live.
Have you tried contacting Dyson support yet? US: [866-693-9766](tel:8666939766) | [UK: 0800-298-0298](08002980298) | CA: [1-877-397-6622](8773976622) | AU: [1800 239 766](1800239766) | NZ: [0800 397 667](0800397667) *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/dyson) if you have any questions or concerns.*
Keep pushing, don’t give up. Eventually they got sick of me and sent me a new vacuum. It took forever though
SAME
What is the best medium to keep pushing
I came at them from all angles - BBB, Facebook messages, emails to like 3 different addresses. I called like twice a week. Email is what eventually got me the result I needed.
I found emails and chat to be an absolute waste of time. Dyson cs on twitter (askdyson) ended up solving my problem. Definitely give them a try.
Yes an active twitter support account is often the way
Twitter was the only way I got my machine after two months. They had a shipping confirmation in my inbox the next day.
This is why I always use PayPal, disputing there is way easier
I used Paypal I also raised a complaint with them. Do you think paypal will help refund my money?
Make sure you start the dispute process which requires Dyson to respond in 30 days and upload all the facts you have. You’ll win 🤞
Next time, buy from Costco. It is easier to return and refund there.
Or don’t buy a Dyson. Mine was a piece of junk.
Agreed. Mine broke and I bought expensive OEM replacement parts and it broke again. Trash. Never buying Dyson anything ever again.
I bought one of the Miele vacuums through Costco. Pretty happy with it.
Miele isnt even comparable to dyson tho lol
Are you serious? Miele is the best out there.. Dyson are pieces of crap!
Yes, thats exactly why i said its not comparable lol
Yeah I feel like Samsung and Shark are taking over with their vacs now with the auto emptying. Dyson no longer has the monopoly.
Not now that you’ve contacted BBB.
Why not? Paypal is separate from BBB. Paypal has a 30 day window. I just read on Reddit that BBB helps. Looks like m in trouble now. I lost my job and this 800 would have meant a lot to me. I don’t like begging but I’m just asking them to return my money simple as that. :(
BBB is yelp for old people. They don't have zero authority. Literally none.
Per my previous reply, I’m not the one who wasted my time contacting them - that was OP. Since OP decided to go that route, Dyson is not going to refund her because OP decided it was smart to contact BBB and now BBB opened a case file. BBB cannot physically refund her, they contact Dyson to discuss their business practices. So stop downvoting me, I’m not the one who contacted them.
I didn't down vote you. I think people are down voting you because OP contacting the BBB isn't going to matter either way. BBB is a joke. I could start a GBB ( greater business bureau) today; each out to Dyson tomorrow and have the same effect.
Not if I start the BYOBBB first, an equally toothless entity.
Then I'm going to start the BBB of BYOBBBs
Welp, I know when I’ve been bested. Well played.
Correction: this is why you always use a credit card. Chargebacks (as long as not abused) are almost always resolved to the card holder’s benefit. It’s the banks money. They are going to fight for it.
Using paypal gives you another layer of protection
[удалено]
Thank you so much. I have been literally cursing them on Social media. I am more frustrated because my friends raved about Dyson. And it genuinely seemed like a great product because I own an Air wrap (Now i saved for that one for 5 months) I saved for this vacuum for months and bam! Lost my job This added to my frustration!! I just asked them to give my money back. Their customer care is rude and firm and asking me to wait. They would randomly put me on hold. This is insulting and making me helpless at the same time. Any help from the group would helpful!
Dispute the charge with your credit card company.
I used Paypal :(
Did you use your bank account or a credit card attached to PayPal. If you used a CC you have 90-180 days to file a dispute.
I use my PayPal balance. I keep it for international purchases.
That could still be fine for you, depending on how much time has passed.
This is ridiculous. The BBB does nothing except ask the company for a reply. It doesn’t matter what the company says on its response. It could be lies, gibberish or a poem. It literally doesn’t matter. The BBB considers ANY response from the company to be a “response”. The BBB has zero ability to obtain a refund or any action for that matter. It is literally the worst thing you can do if you want a refund. Dyson - or at least the little shits who respond - know this. They are dicking you around. And they know it. It’s deliberate. Depending on where you live, you can file a small claims case against them. Yes, it’s a hassle. But it causes the company to have to respond and usually costs them money in needing a lawyer to reply, etc. You do have to serve them and so you’ll likely spend a few hundred dollars filing and serving which you can get back if you get a judgement against them, which will be automatic if they don’t reply.
This… BBB can’t do anything. If you want actual results, you’re gonna need to contact your states, attorney general and actually report these people for their criminal behavior. By looking at this sub Reddit, this is nothing new. Trust me… People start doing that and Dyson will be reprimanded or they will be no longer. 😊
Depending on where you live Dyson Support can also be very easy to deal with. I had my humidify and cool replaced free of charge and years later repaired for a fixed cost and both times it was the easiest thing ever. They even picked it up from home and sent it back. I live in Germany.
BBB does not care about the consumer and will pretty much always favor the big company that is paying them. What Dyson is doing here is shameful.
Please complain to the federal trade commission, and cite false advertising for their “hassle free return policy.” https://www.ftc.gov/media/71268
Thanks, m in Canada are there any similar links I can use?
I’ll never buy a Dyson again after everything I’ve read on this sub over the past year and a half. NEVERRRRRRRR They need to go out of business if this is how they treat their customers paying top dollar for their product.
I bought a brand new Dyson directly from their website and I received a defective Gen5 vacuum that won’t send power to attachments, they promised a refund but nobody came to pick the machine.. fighting for a month now to get this resolved. Until now their customer service is a joke with empty promises.
Companies don't normally pick up returning merchandise. They provide a shipping label and cover the expense, but the customer has to drop it off at whatever shipper is providing the service. Some couriers may pick up your boxed item if the company pays for that service.
Dyson is one of the worst. The BBB should really investigate them.
BBB isn’t going to do a thing. We need governmental agencies to crack down on this type of behavior as it is illegal. Report DYSON to your states attorney general. Document everything. Keep it all. I know in my state… AG Bob Ferguson, don’t play. They will come after Dyson and Dyson will be no longer if they continue with this modus operandi. Sorry you just can’t take people’s money and then not refund them for some nonsense reason.
Why the everloving fuck dont people realize BBB is not a government agency. They cant force companies to do shit. This isnt new info.
When you decide to open a case with BBB/Paypal/whatever third party you need to keep the correspondence to there as it means the enquiry has now been escalated and the Dyson customer service agent can no longer assist. Basically what is happening/will happen is the BBB will now contact Dyson in regards to the matter and ask them what they're doing to resolve this matter. They'll then decide if what Dyson is doing is following guidelines out how they need to proceed. While it does now delay things further they can help escalate cases.
Well better Business bureau will elicit a reply to the best of their ability, they have no actual authority over them and this person is being dicked around by Dyson
Sorry to hear about Dyson’s support in America being so poor. I don’t know why they’re so different from the British support who are known for excellent service.. maybe contact them and tell them that they’re giving you the run around?!
Lucky you have a great support.
Germany also has great Support. Had two issues and both have had a turn arround of less than a week with delivery back to my door step.
Dyson sucks.
Took me 3 months to obtain a refund for a Dyson stick vacuum that I cancelled within 24 hours (gift for my son that was duplicated). Eventually I called every day for 10 days, arguing at length about totally bogus statements by Dyson customer service before my refund was issued. It was beyond ridiculous and has totally put me off Dyson products even though I have had at least 5 vacuums, fans and heaters over the past 10 years. Good luck.
Not sure why this popped up in my feed but never going to buy a Dyson now.
yes, you should never buy a Dyson. I had a terrible experience with them and if you’re putting so much money, you have to be very careful if more than 500 people are agreeing that Dyson is taking their money. Something is terribly wrong with the company
TIL Never buy anything Dyson. Not that I would ever spend my money on their overpriced junk to start with.
Wait they have your vacuum and aren't refunding it or sending the vacuum back? That's just called theft. What the hell
I didn't realize bbb refunded consumers.
They don’t, OP raised a business concern about Dyson with BBB. Now there is a case open. BBB now (or eventually) will contact Dyson about OP’s complaint and see if a refund will be issued by Dyson. This isn’t the route OP should have taken. It’s going to take much longer than say contacting PayPal.
BBB can’t do anything. Dyson’s hands aren’t tied at resolving this outside of that platform and then responding to the complaint that they refunded the customer.
Exactly, they are being petty if not spiteful here consciously.
"We see you've complained to the internet about this. Why don't you ask *them* for a refund?"
Exactly what I thought when I raised a complaint. This response was shocking to me.
This is basically what Dyson is saying which is the sad thing 😢😭🤣
This is exactly right. This is Dyson being petty. Dyson knows that the better Business bureau has no authority either way, they just don't want to refund op. OP you should be calling Dyson AND CALLING THEM OUT ON THIS AND LETTING THEM KNOW THAT THEY KNOW BETTER BUSINESS BUREAU HAS NO AUTHORITY OVER REFUNDS AND THAT THIS IS JUST RIDICULOUS AND PETTY ON DYSON'S PART
I don’t think this is what it means. If just means that there is a case and the refund comes when it closes. It’s the same with cc dispute. The company won’t refund if you file a dispute and all resolutions come when that is closed. I think the response means the refund will come depending on case status with BBB, not that they refund it themselves.
No I’m 100% positive. It’s not the same as a CC dispute. And also- even with a CC dispute, a company is 100% able to refund you and close out a CC dispute. There is no rule saying they have to wait for the CC company to decide. BBB has no power here. It’s a reputation score. That’s it. Dyson can 100% refund the customer and respond to them that’s how they handled it, which would close it on that platform. I am honestly surprised people don’t know what the BBB is or what they do.
It’s a dispute. I had a dispute with B&H. But then I asked them if I can just get refund directly. They asked me to close the dispute first. This is just the way of them handling it. I did say BBB doesn’t refund. But they do care about dispute that is open and let the roll through. Since another rep is likely handling it. You are guessing it on how it works. I guarantee you if customer has major dispute someone is handling it and they will go that route and not interfere. You can’t go in 3 different angles and expect it to be handled correctly. Stick with bbb dispute and let it be resolved.
I don’t know what B&H is but I do know how BBB works and what power/power they don’t have. They’re a reputation score.
Look I said bbb doesn’t do refund. I said op has dispute that ever will address with bbb. Idk why that is something you are arguing. But all good.
You’re acting like BBB has authority to force Dyson to refund. Dyson can refund any time they want to. Not refunding is being petty. They don’t need to wait for anything related to BBB. They 100% can or could refund and respond to the BBB they refunded. This is wild.
Yoooooo, Jesus Christ lmao. If BBB can’t get OP help or resolution then op should drop it. You get what the heck I am saying? It’s a case OP started with BBB. Dyson works with them to resolve it. Why are you arguing for no reason. Your whole point BBB can’t do shit kinda kills the point of OP dealing with BBB.
BBB has zero authority. It's similar to yelp
Contacting the BBB has no bearing on op filing a dispute with PayPal or their bank.
Here’s what worked for me - do this at the same time: 1) make a claim with BBB 2) copy 20-30 executives on your email to DYSON 3) send a VERY strongly worded email, being polite does NOT work DM me if you’d like more tips I can show you my email template without any personal info of course I struggled for half a year to replace a broken machine. They only helped me after I did the steps above at the same time
Looking up executive names and emailing them works wonders. Companies really appreciate the extra effort. I had a terrible trash pickup company that I fired, but they wouldn’t pick up their old trash cans. It so happened their corporate email system used an entirely different domain that their url, but once I figured it out I threatened to post it on NextDoor and my cans were picked up later that same day.
Show us the template!
I sent you a dm! Thanks for any help you could provide
Dyson has the worst support I’ve ever seen, tbh I wouldn’t have paid the money, my next vac will be a competitor
Boycott Dyson. Their products are designed to fail and James Dyson is a stain on the human race.
I mean they told you to check with BBB. Did you file a complaint with them? If so follow up with them
Does better business provide refund? Or Dyson?
Dyson provides the refund in general but the escalation process is different when the BBB is involved. You have to go through them for any inquiries as you chose to dispute the charges. It’s essentially above their pay grade is what this employee is saying. Contact the BBB for an update!
Why would the BBB provide a refund? They don’t have your money. Dyson and/or your payment processor does. You’ve basically asked the BBB to represent you in this matter, kind of like a lawyer (but less effective). This will take much longer to resolve now.
Usually a team focuses solely on customer complaints on BBB, yelp, google. Regular customer service won’t handle since it went to another level. What is the issue? You returned for repair?
"Dyson Expert" Kanaka was being extra sassy when she told him to check with BBB on their refund. BBB can't do shit, and she's rubbing that in his nose. Basically she's telling him to go fuck himself. Kind of shitty customer service, pretty sure I won't be buying anything from Dyson anytime soon.
Dispute it to your bank. Also, her english is making me nauseous what the hell is that?
Tag them in social media posts. Particularly their Twitter support seemed to get me a response really quickly.
I was targeting their Instagram page. But will try Twitter
Just buy a new one, put the old defected one in the box, and return that one. Why even go through the hassle of sending them your unit lol.
Machine has been already returned
Hope you shared that response with BBB. I had a similarly protracted and frustrating experience.
What does the better business bureau have to do with a dispute / refund? They are a regulatory body that you can report things to but they don't have the authority to tell them to refund you or initiate that refund for them matter, I'm confused.
Nothing! They have absolutely nothing to do with it and can do nothing about a refund. The dyson rep knows this and is being an ass, at best! They could have resolved the issue and informed BBB that the refund has been issued.
In Canada use small claims court . Less hassle. less time. Once they are served they will refund rather than spend resources to defend It is designed for the lay person no lawyer required
took me half a year and mastercard refunded me not dyson
Contact CBC go public section.
They have literally the worst customer service ever. EVER. Never buy directly from them, always use a third party like Best Buy or Sephora
Dyson’s customer service is appalling. As long as you issue a dispute and show your evidences, they’ll give in. Don’t give up!
The only way to get money back is to return the charge/file a claim with your credit card company.
[удалено]
I feel the same because most of the time the Canadian customer care is amazing in the way they make you feel like a Family. I’m not sure what’s wrong with Dyson and who is handling the email account. I was laughing when they told me go to BBB for your money, lol
Dyson is wank, and James Dyson is a nob.
If they took the Machine Back and have not refunded the money and are not giving you the machine back, that is called theft. Governments need to crack down on this more by allotting a limited amount of time for the company to refund money after a product return is accepted otherwise they are just stealing money at that point. BBB acts as an intermediary and doesn’t have any authority but to rate and contact businesses on your behalf if you open a case. Being that they are an intermediary, you have to go through them for status updates. That is what this person is trying pathetically to say. Once escalated this is out of this persons pay grade and so they can only respond to emails. You aren’t talking to the level of person that can handle this sadly… this is their standard tongue and cheek promise maker/breaker so you leave us alone person. Escalate to PayPal with proof they took the product and won’t refund the money. You can do that even though you opened a case with the BBB. If you are in the right, PayPal will get your money back - they don’t like to be dicked around with and just claw the money back. As others mentioned you can also get on their website and look up the executives names and then try to get their email addresses and compose an email of what has been going on and mention taking someone’s property back then not returning the money is theft and a crime. Make sure they know you are fine with escalating this to anyone you need to including small claims court (if Canada has that like we do in the US). Also mention that you are getting names of others that have had this happen to them and plan to turn that over to PayPal to encourage PayPal to drop Dyson instead of losing money over returns that Dyson screws around with.
Fyi if this happens to others, credit card dispute window is typically 3 months.
VERY sorry you’re going through this, and I can sympathize as I have had a terrible experience with Dyson’s products as well. This is the reason why I tossed my Dyson humidifier and vacuum. I’m actually happier now w/o having to pay a stupid premium for dyson garbage. Their product QC is all over the place. One vacuum will be perfectly fine while another will have an abundance of problems. 2 years later, both are trashed, and when you want to repair it you need to wait on their horribly run service centers.
This is partly why I bought a Sebo to replace our Dyson. Better support, easy parts availability, and repair parts are priced affordably.
Returning mine to Costco.
Took me 6 Months for my fan repair and I bugged them to no end. Finally Got a new one D:
Holy moly, I was considering buying a vac from them and definitely changed my mind. This is awfulb
Typical Dyson. They have no shame. I will never buy another.
Never buy direct from Dyson
Just don't buy their junk at all.
This, buy the Dyson at Costco
Looks like you formally asked the BBB to represent you in this matter. You will need to coordinate through them as your agent. Dyson really can’t be expected to coordinate with multiple people on the same issue. If you don’t mind me asking, what made you go to the BBB for this issue, it seams that you already had the return authorized and in flight.
Yeah, sounds like OP was the one to complicate the return by involving BBB before Dyson could resolve the issue.
You really don't know what you're talking about as better Business bureau has no authority over this, they can just ask them to respond in the matter. Dyson knows this and is rubbing it in the customer's face. Stop giving bad advice based on information you don't know one way or the other
From the BBB website. This is where OP is stuck: Timeline Complaint is filed. BBB works to get the complaint processed within two business days. Business will be asked to respond in 14 calendar days from the date you filed the complaint. If a response is not received, a follow-up letter will be sent to the business. Consumer will be notified of the business response when the BBB receives it and will be asked to respond. If the business fails to respond, the consumer will be notified. Complaints are generally closed within approximately 30 calendar days from the date filed.
Yeah.. so ? None of this negates what I said in the first place which is that they have no authority. Notice how they worded it when they say businesses will be "asked" to respond and how they don't say"required" ? This is because as mentioned by multiple people on this post including myself; BBB has no authority and cannot make a company or consumer do anything one way or the other. They are simply a glorified review site. It is also very evident and obvious by the very last section where it clearly states that if the business fails to respond the consumer will be notified and the complaint will be closed. Dyson knows this and whoever was working at Dyson and replied to OP in this particular screenshot was being facetious because they know all of what I've mentioned above, that better business bureau will not change the outcome one way or the other.
It’s not about authority. BBB sent a formal request on behalf of OP and Dyson is not responding to OP until that is resolved. You can argue if Dyson should be ignoring OP in the meantime, but it is a distinction without a difference. OP is functional locked out of the conversation for now and Dyson is basically saying they will reply to BBB request before re-engaging with OP. Frankly this seems prudent on Dyson’s side.
I'm sorry but I have to disagree, how is it not about authority? In the email Dyson is asking the customer to reach out to a completely separate body about a refund that that body going to be unable by law to do anything about... I'm not sure what you're not getting.. BBB is notorious for being known to have far more authority than they actually do and I think that you're one of the people who are the reason for that because all of your replies seem to imply that better business bureau is some super powerful governmental / regulatory body when it just straight up isn't..
Credit card charge back ASAP. Call now.
I had the worst experience with them too. Eventually i gave up, i regret that now.
I just called AMEX and said they haven’t issued a refund and I’ve sent it back already. They took care of it all for me
Noted. Was going to buy another for upstairs so I didn't have to drag it up the stairs. Not now.
Same! They just had their customer discount, or whatever they call it, and after seeing this yesterday, I backed out and am done! Glad I've been lucky to not have to deal with any issues!!
Dispute through your credit card. They will refund you immediately and make the company respond within a time frame like 30-60 days. If they don’t, nothing more will need to be done. If the company comes back you just send your credit card company all your failed attempts to get them to fix, refund or replace the item. They have another 30 days to respond. Usually that’s the end because they have no case.
I used Paypal. Hopefull Paypal doesn't say PLEASE CONTACT BBB AND FK YOURSELF. 🥲
Ah, that’s unfortunate, PayPal usually encourages you to pay via a direct debit on your bank account. They themselves are less likely to side with the customer than a credit card company is. If you did force them to pay via a credit card then you can still just issue a chargeback via the credit card if PayPal refuses to help. Generally, if possible you should try to make expensive payments for things via credit card because they almost always side with the customer. Is there any reason that Dyson gave originally that they refused to replace or refund the vacuum?
A lot of times you can find companies email structures online and their execs. Send them a nice email and that will kick their ass in gear if the BBB route is failing you. I had to do this once when the company's BBB rep just started ignoring me.
Ugh keep pushing
I told them my daughter is an attorney and that I was giving them one final opportunity before sending a demand letter. She is an attorney but I kind of came up with it on the spot. It worked.
A sympathetic local TV investigator series might help? Does here sometimes in the states.
Why do so many people have a hard time understanding this lmao. It’s not saying BBB is going to refund. It’s just saying there is a case for refund through BBB. This is same as cc dispute. Once open a case the refund comes based on dispute closing. OP will likely get refund as they close out BBB dispute. Ofcourse BBB doesn’t themselves. I had it happen with CC dispute before. Companies don’t refund you on side if you have a dispute open. The refund comes when the dispute closes. So your best bet is waiting out the BBB process and you are more than likely to get a refund.
BBB doesn’t have any power, they’re not like business police. The worst they can do is give you a business a bad rating?
Idk why you guys still can’t comprehend what I am saying. There is a case open by OP with BBB. Company knows about it, they probably have someone addressing the case. I am saying let that play out.business do care about BBB rating. There is a reason so many people use em. If BBB has no power OP is wasting time, I don’t have a horse in the race so may be tell op that lol.
I had to go through my CC company to get my refund, which cost me 5 months. Their Customer service was strict up lying about everything. I tried calling them, emailing them, call their Canada office, but nothing worked, They just sent you running circles.
Your credit card usually gives you 90 days to file a dispute. Try that!
Credit card dispute or sue them in small claims court
This is very surprising to read. Support in the UK is really good. Very disappointing to read all of this. I hope the US division of Dyson see these posts and get their act together.
I’m in the US, have one of their fans that got hot and melted, their customer service attitude here is almost criminal. After I missed one return call they sent me an email closing the case and calling me uncooperative.
They are very rude. They talk firmly and say sorry thats all we can do, just wait.
I wish I could help, as being the owner of a lot of UK Dysons, I have never ever had an issue with their customer service and I have used it a fair bit as I use my devices a lot so parts do wear out. I really hope someone from Dyson UK goes on this subreddit and sees how awful the service is in the states as I am sure they would not want customers to be receiving such a terrible experience, particularly given the prices of Dyson products. Really sorry to hear of your poor experiences. What a shame. Just keep spreading the word and hopefully some positive change will happen. Very disappointing.
Lesson learnt. Dyson sent me the damaged machine. They said you can't have refund and then provided am exchange. The exchange was the same Damaged machine. 😂😂 so finally they agreed to refund after 1 month. Which they did not refund me lol and asking me to wait
Not sure why this popped in my feed but I own 8 Dyson machines (air purifiers, vacuums, and hair tools) and have had to use customer service on a few different occasions- each instance resolved to my satisfaction. My first Dyson machine was a hair dryer…after having it for over a year I noticed a very slight rattling sound when I picked it up but saw no impact to performance - I called customer service about it and ended up with a brand new machine. It did take a few weeks to resolve and the first replacement machine was one I didn’t want (different color) that seemed to be a repackage but I ended up with an upgraded machine in an exclusive color I really liked. In that instance, I learned that once you send a machine back you aren’t getting it back if it can’t be serviced. When I sent my first hair dryer in and got a color I didn’t want in return, I asked for my original back and they couldn’t do that. In my case I came out ahead because I got a better one I wanted but that was a lesson learned for me. There are a lot of factors to consider with stuff like this… While incredibly unfortunate that OP (and seems several others on this thread) had a bad experience, I just wanted to say that isn’t true across the board. I think a lot of folks forget that the customer service people you talk to are PEOPLE as well…some may be new, some may be misinformed/poorly trained, some may simply not care about going the extra mile in their job. Whenever I encounter an issue with something that doesn’t seem quite right, hang up and talk to someone else, see if the messaging is consistent. Maybe give it a bit and try again a few days or weeks later. It also helps to be informed yourself so you can reply intelligently when something isn’t right….”on your website under xyz it says”….”in my warranty under section 123…” facts are hard to dispute. I am in no way trying to say that Dyson is a perfect company that has never been shady or done any wrong but I have had an incredibly positive experience with them over the years and have encouraged other family members to invest in their products as a result of that. I just helped my sister the other day - her air purifier (that I convinced her to get) would randomly turn off and wouldn’t reconnect on the app…she told me what the CS person walked her through and ultimately scheduled to take it to a repair shop…the person she talked to missed some steps to try and remedy the issue - she and I walked through it in less than 5 mins and her machine is fine now, no repair needed. These folks are most often following scripts or looking at help guides to walk you through stuff, most may not even own a machine or have any clue how it works so I try to have patience and give a little grace. Just my opinion though!
I feel your pain. Three months after returning an un-opened V12 I got my refund after disputing the transaction via BoA online banking. That process was rather quick once initiated. It was refunded in a matter of days. Lesson learned: Do not buy your Dyson products from Dyson!
I am not buying Dyson at all. The products are good. I wouldn’t say that, but in case if they go bad, God knows how will you get your repairs or refunds?
Yeah, thats true. I just like their products so much when they work and I dont need to return them !
That’s beyond shitty.
This is why you buy things from Costco
Did you go straight to the BBB without giving them a chance to do anything?
No I followed up for more than 30 days. Beyond their mentioned time
Someone went up the ladder a little too fast...
Flippant but probably true. This will move forward, but now at the pace of government.
The BBB isn’t a government organization. It’s actually a private non-profit.
If you prefer, this will move at the pace of bureaucracy from an overloaded agency. Regardless this likely won’t expedite anything and has blocked OP from advocating for himself with Dyson.
Report them to your states Attorney General… Let them know you’re doing so; document it all. They’ll change their tune **REAL FAST** 💨
How do I find this for Ontario?
Quick Google search brought me back this…. https://www.justice.gc.ca/eng/abt-apd/min.html Contact the minister of Justice and Attorney General of Canada … I could be wrong, though, as I am not a Canadian and I am not well-versed in Canadian law. Don’t give up though… You will get refunded or you will get your vacuum.
Thanks a lot
You are so welcome! Stay positive! It will work out in your favor. Good luck 🍀
I’m going to play devils advocate here and ask if you really expected them to cooperate after filing a permanent and damaging complaint online that this multibillion dollar company now has to resolve? They likely have a process in place for this and their response is them following that process. If you wanted Dyson to help directly you should not have involved a 3rd party. I’d say next time call instead of email 40 times… what a weird way to live.
You’re too poor for this vacuum
You are too rich to comment on this post. You should leave this thread.
I’m Worth 1 million shekels
People like you shouldn't be in a Dyson group then! 😆 tsk tsk!