Is this normal or am i having bad luck?
Recently wanted to upgrade my dyson vaccum and ended up buying a new one last month. Realized I had provided the wrong delivery address from my last residence and immediatly contacted dyson to cancel the order (Literally 5 minutes after getting the confirmation for the order). Agent told me that this could be done but it was hard and that they needed to submit some paperwork and communicate with the warehouse so they would not deliver it.
This started a series of calls, some lasting more than an hour, over the period of a month and a half. Overall must have spent around 7-8 hours speaking with dyson support agents to accomplish absolutley nothing.
Below a little glimpse of the journey:
Agent 1 - Contacted this agent 5-10 minutes after i submitted the order. Told me she would cancel my order, never did and the item shipped and ended up being delivered to the wrong address.
Agent 2 - Told me that I would recieve a refund and that I should not worry. Feeling positive I ended up purchasing the same machine with the right delivery with the help of the agent (Looking back the agent was probably just trying to accomplish a sale and would say anything to do so).
Agent 3 - Told me that I need to wait and that this was being escalated to managers. That they would get back to me in 24-48 hours. Never recieved a call from anyone.
Agent 4 - Told me that she did not understand why this had not been cancelled in the first place (all my transcripts and records showed the agents had time to solve this the first time i called) and that all previous agents had missed contacting the delivery company and asking them to investigate why the item was delivered and how to get it back. Told me to wait 7 -10 business days for a respones. No response was recieved.
Agent 5 - Told me ONCE AGAIN, the case was being dealt with by "higher ups" and that he could do no other thing for me, that I had to wait. That I would be contacted in 24-48 hours..…
Last call was my breaking point and I went directly to my credit card company since it seems dyson doesnt want to resolve this. I hope this works...
As a customer that owns various dyson products and has recommended the product to friends and family I feel like a fool and confused that I have to go through this much trouble for something so simple. I think its time i take my business elsewhere and I hope this never happens to anyone out there. Dyson seems not willing to fix their customer support issues and will end up paying for it when customers leave for their competitors.
