So, ordered a refurb from the Dyson store, the V15 Animal Gold to replace my V6 that has served me well over the years, have to say the Dyson website is a bit of a joke considering the size of the company.
https://www.dyson.co.uk/refurbished/vacuum-cleaners/v15-detect-animal-gold
So, seemed a great deal, had the impression from the marketing on the page
- “Laser reveals microscopic dust²”
- Images showing it with the laser fluffy head
- Machine highlights show it with the laser fluffy head
Now, in the “what’s in the box?” section didn’t seem to show it, so I called to confirm, as mistakes do happen. The gentleman on the phone informed me indeed the fluffy is included, he probably just looked at the page and made the assumption… Great, it’s a good deal, happy with the shorter warranty and the fact it’s a refurb for the savings, even compared to the promotion Argos have on the V15 Absolute.
Usually, you’d get (sold separately) against things that are promoted as part of the product’s features but not included.
Saturday comes, package arrives on time, no fluffy, disappointing considering I was told it was included on the phone, but what really annoyed me was the missing Screw Head tool, which was absolutely on the In the box section, so that is indisputable.
Now, if I was told the fluffy wasn’t included, would I have still purchased it? Perhaps, at least I’d know what to expect, and I could weigh up the cost of buying it separately vs buying the absolute instead which would be brand new with a 2 year warranty instead.
A call to the support line just made me more annoyed, your guys just don’t listen. I requested a return and a refund, and it’s due to be picked up later this week, but the issue is it’s up to 14 days for a refund, and from reviews on Trustpilot and elsewhere, I’m worried that’ll end up being a farce too.
I reached out on Twitter/X, took over 2 days to get a generic response of “sorry” buy this instead - even saying buy the missing screw head separately! Not even addressing my concerns.
Now, I don’t have time for the faff, the V6 is at the end of it’s life not doing a great job anymore, I’ve got this V15 that I want to use, but can’t. If I return, I’m in a hole for the price I’ve paid for it, with the concern that could drag on with what seems to be a unreliable returns process based on feedback I’ve seen.
As a bear minimum, that missing screw head has to be supplied. Optimal outcome would be the fluffy head I was informed it would included, the whole experience has left a sour taste.
