Dyson order # 1651620644

Dyson case #s 43543173; 43475252

I made a mistake in my Dyson vacuum cleaner order. Immediately contacted Dyson to adjust or cancel it. Was advised to make a new order and refuse the first order upon delivery. So I requested a package refusal from GLS as soon as the package was shipped. I tracked the package to check if the shipping was refused. It was and went back to Dyson warehouse.

First contact: contacted Dyson to confirm that I refused a package. Was told that a return was initiated and a refund will be processed as soon as the package reaches the warehouse.

Second contact: I waited for a week and contacted Dyson again. The agent confirmed that the package reached the warehouse on 11/26/24. Asked me to wait for the refund window of 10 business days.

Third contact: After 10 business days contacted Dyson again. Was told that the refund window is 10-14 business days and asked to wait additional days for processing the refund.

Fourth contact: after 4 days contacted again. The agent refused to read/answer my questions and kept repeating the same message: wait and then check with my shipping courier for the status of the return, and then check with my financial institution. Refused to answer if my refund was even processed by Dyson

Fifth contact: this time the agent confirmed that there is a delay with a refund. The agent confirmed that the package was at Dyson warehouse on 11/26/24 and told me my case was escalated to a supervisory team. I was given a case number and asked to check back after 24-48 hours. I asked to be connected with a supervisor.The answer was NO.

Sixth contact: after 48 hours contacted again. The agent said that my package never got back to the warehouse! (What???) and a refund will be initiated after the package IS at the warehouse. I told him that two agents confirmed that my package was at Dyson warehouse on 11/26. The agent said that the two previous agents miscommunicated that with me (What?) and that upon his research my package was not with Dyson. I asked to talk to a supervisor. A supervisor confirmed that the package was back at Dyson warehouse but was not entered in the system. He stated that he sent an email to the warehouse team asking to check the status. He told me as soon as the status is updated the refund will be processed. Asked me to wait for additional 72 hours for an update. I asked him what my next steps were if I got no updated after 72 hours. Same response as any agent gives: “Don’t worry. You will get your money.” What kind of answer is that. Of course I am worried after so many attempts to recover my hard-worked money. I repeated my question: what would I need to do if I get no update after 72 hours? Does Dyson have a formal process on that? The answer: “If we didn't received the machine at our warehouse then we will check with the UPS and update to you.” WHAAAAAAT??? First, you confirm the machine is with Dyson and then you say it might not be. Also, if the package is delayed by a shipping courier chosen by Dyson, why would a customer have to wait for it to be found until they qualify for a refund? Basically, if my package is lost, I never see my money back? 

So, after four weeks of simply asking to cancel an order, and then refusing a package (which never reached my doorstep), I still don’t know if/when I will get my money back. I am surprised that a company like Dyson would have a nightmare customer service. We work hard for our money, and don’t need to beg for it for weeks and months. My next step is to file a complaint with a consumer protection bureau...