Hello everyone,
Just purchased item from Dyson that was shipped by one of the courier companies I would not use at all costs due to their reputation and my own personal experience (High valuable items often lost during transit, happened to me twice in 2023).
Contacted Dyson and shared my concerns with one of the customer service advisors. Let's call him "N".
N, advised courier partner is in touch and delivery will happen also call would be made 1 hour before delivery as gesture of goodwill to make sure I will receive that "Dyson" experience. I had no option to choose different courier.
What is the "Dyson experience" then?
Next day courier partner provide 1 hour time slot between 9.17 and 10.17. In addition I had access to driver's GPS tracker and I could see where he is about.
Then:
No promised phone call 1 hour before.
9.17-10.17 no show.
10.20 tracker switched off (last known, shared location - next village).
11.00 - no show, decided to contact Dyson.
I was lucky enough to be connected and speak with the same Customer advisor - N.
N confirmed about promises given day before but refused them all once realised there is a problem with courier partner and package is lost in transit, never arrived.
Then N confirmed driver stuck on motorway. However, driver never used motorway on the way to my place and last known location was far away from any motorways.. - I could confirm and validate this as I did have a picture of the tracker and last known driver location.
I've requested cancellation of my order and refund for the item but N ignored my requests and these were repeated several times to him..
N did not want and refuse to provide any info about email address to raise a complaint.
I left the chat at this point.
Decided to call 298-0298 number.
Customer service advised that complaint can be send to ukresolution@dyson.com but this email does not sound like official Dyson complaint channel at all..
Also person on the phone did not show any interest or did not want to help and resolve my issue at all.
Is that the Dyson Experience? No thanks.
But still, is there any complaint email address or Dyson is not even bothered about how customers are treated?
Thanks for any support.