I purchased the Dyson Airwrap for my daughter as a Christmas gift, spending a hefty $469.99. The item arrived promptly after I ordered it on December 2, and my daughter was thrilled to use it on Christmas Day. Unfortunately, her excitement was short-lived—after just one use, the device completely failed to turn on.

This is where the nightmare began. I contacted Dyson’s customer service, only to be met with scripted, robotic responses that failed to address my questions or concerns. It was impossible to get a straight answer from anyone. The options they gave me were equally appalling: wait two months for a refund or return the defective product for a replacement. Reluctantly, we chose the replacement route and shipped the faulty unit back on December 26. Dyson confirmed receipt of the return on December 30.

Assuming the replacement process would be quick, I called on January 2 to check the status—only to be told I’d have to wait 18 business days before they’d even ship the replacement. To make matters worse, one representative claimed the item was out of stock, while another said it was available. After an hour and 20 minutes on hold, I finally spoke to a supervisor who confirmed the item was in stock but insisted the 18-business-day timeline still stood, meaning we wouldn’t see a replacement until the end of January.

Here’s where it gets even more infuriating: the supervisor explained that the 60-day refund window began on the original purchase date, not the replacement date. By the time we received the replacement, we would have only one week left to decide if we wanted a refund. If the replacement failed like the original, we’d be out of luck, forced into an endless cycle of repairs. Adding insult to injury, the two-year warranty also doesn’t reset with the replacement unit. So, thanks to Dyson’s delays, two months of our warranty are already wasted.

The lack of accountability, the blatant disregard for their customers’ time, and the appalling quality of their product are unacceptable. Dyson has proven to be unreliable at every turn, and I strongly urge anyone considering their products to think twice. For nearly $500, you expect excellence—not a defective product and endless frustration. Buyer beware!