I ordered the Dyson Airwrap for my mother’s birthday on the 13th of September under the promise of it arriving the next day. The parcel was only dispatched on the 16th of September through Parcelforce with it being out for delivery on the 17th.

My parcel has now been ‘out for delivery’ since the 17th of September. I’ve reached out to Parcelforce twice with them finally confirming that they had lost the package and my only solution was to contact Dyson as the sender.

I reached out to Dyson on the 23rd of September, with them confirming that my parcel had indeed been lost and that their investigation team would reach out within 5 days with a resolution. No such emailed arrived. 

Reaching out to Dyson again, I was told that I had to wait another 5 days for their investigation team and that this time they would ‘definitely start the investigation’. I only received an update from the investigation team on the 1st of October saying they had finally started the inquiry. 

I have not received any further updates or communication from Dyson since then and it has been over 15 days since I ordered the Airwrap. My mother’s birthday has since passed and I have neither the Airwrap nor a refund. 

This whole process has been extremely frustrating and stressful. The customer should not have to suffer for a mistake of the delivery service - this should be sorted out internally. The money spent on this gift is not a small amount and the emotional stress of not seeing a resolution is so disappointing from an organisation like Dyson.