Background:
I ordered a V12 vacuum and a hair dryer before Thanksgiving (November 24th). Only ONE shipping label was created for the order.

On November 26th, I received a V12 sized box, containing only the V12, with the only given tracking number on it. It seemed odd that both items could fit in such a small box, so I recorded a video of the unboxing process. Unsurprisingly, the hair dryer was NOT in the box.

What I’ve done so far:
Since then, I’ve had contacted Dyson “Experts” five times (before January 10th) regarding the missing hair dryer. Every time, they provided scripted/templated responses, assuring me that “the issue will be escalated to a higher team” and that I’d receive feedback within 7-10 days (or sometimes 2-3 days). However, I NEVER received any follow-up.

Today (January 10th), I called again, only to learn that the case had been closed -- without notifying me. Customer service informed me that, based on the “higher team’s decision,” I now need to file a police report and submit a complaint with UPS.

My thoughts:
Dyson clearly never shipped the hair dryer (as evidenced by the unboxing video), yet their customer service “Experts” seem determined to point fingers to the parcel carrier or the customer. This is absolutely nonsensical and unacceptable.

The solution from Dyson's side is straightforward -- either resend the hair dryer or issue me a refund.

As a Dyson customer for over a decade, I am extremely disappointed. I have spent more than six hours talking to their unprofessional customer service, trying to find a solution, yet the issue remains unresolved.