My experience with Dyson Customer Service has been protracted, exhausting, and wholly unacceptable for a company of Dyson’s reputation. I have warned all of my friends and family to stay away from this brand at all costs.

I have been trying to exchange my Airwrap for over two months, making approximately 27 calls to customer service during this period. My experience can only be described as a series of unfulfilled promises, delays, and inconsistent responses, outlined as follows:

• Initial Delays: For the first 2 weeks, I needed to make 10 separate calls about initiating my exchange, with each agent instructing me to wait “a few more days” for validation of my purchase. I never received updates within these “few days”, and had to call repeatedly to initiate any progress on my case. This culminated in finally receiving a return label after numerous interactions.

• Warehouse Receipt Verification: My machine was received at Dyson’s warehouse on October 24, 2024. Despite this, I had to make over 15 additional calls, spending approximately six hours explaining my situation repeatedly, including providing my machine ID, tracking number, only to be placed on hold each time.

• Conflicting and Inaccurate Information: Subsequent calls (Calls 14-17) involved agents giving conflicting information on processing times, ranging from “2-3 days” to “15-21 days.” Despite compliance with each waiting period, there was no progress.

• False Promises: On Calls 19 and 20, a replacement order was allegedly placed with a promised tracking number within 36 hours. Three days later, Call 21 revealed this was not true. I was promised callbacks by a manager, which never occurred, which I had to follow up on in Calls 22-23. The lack of accountability and follow-through is deeply troubling.

• Escalation and Dismissal: After being assured my case was escalated (Call 24), I was then told everything was “normal” (Call 25), despite the egregious delays. During Call 26, the agent dismissed me, stating he was not “paid to stay on the line,” before hanging up.

• Final Outcome: When I finally spoke with a manager (Call 27), I was informed that the replacement product was out of stock with no timeline for availability, offering an alternative I found unacceptable.

Throughout this process, I have been treated dismissively, given inaccurate and misleading information, and left with no satisfactory resolution. This exchange has consumed an inordinate amount of my time and energy, leaving me with the impression that customer service is not a priority for Dyson. I expected more from a company that positions itself as a premium brand.