I recently purchased a Dyson Gen5detect Absolute cordless vacuum. We just moved to a new house and have a lot of cleaning to do. Given the high price, I expected the vacuum to be of excellent quality. However, one of the wheels on the carpet cleaning head fell off within two months.

When I called customer service, I was informed that they couldn’t exchange the cleaning head because it’s out of stock with no estimated restock date. They offered me the option to return the vacuum, after which they would send a replacement, but this would take at least 15 business days once they receive the old vacuum, plus the time it takes to ship the old one. 

This is very inconvenient, as we need the vacuum frequently in the coming weeks while setting up our new house and expecting new furniture to arrive and being assembled. I asked if they could either send the replacement first while I return the old one or expedite the process. After speaking with several agents, all my requests were denied. Some representatives were even very rude, and I had to wait a long time to speak to a supervisor who ultimately offered no alternative solution.

I am very disappointed with the quality of the product and the customer service experience. This doesn’t live up to Dyson’s reputation or the premium price. Additionally, I noticed a significant amount of dust around the wheel area, which raises concerns about whether this vacuum truly offers the whole-filtration system it claims.

I hope someone in the community can pass my concerns on to the appropriate personnel who genuinely care about customer needs. Customers should not have to tolerate the inconvenience brought by poor product quality or rigid inconsiderate exchange policy.