Where to start…. 

I purchased a vacuum from Dyson and immediately had issues. The head did not suck as I would have expected. Being a previous Dyson owner and having a vacuum head that would suck and clean the carpet very well to then upgrading to a Kinetic Big Ball animal vacuum that would hardly pick up popcorn kennels and dirt from my carpet. 

Sent it back and Dyson did a clean on it and ensured it was in working order, however did not advise what they did or even if there was anything specifically wrong with it when I sent it back. 

I continued to use it and continued to be unsatisfied.

In February of this year (2024) I contacted Dyson to advise that I was not pleased with the machine and asked to return it given there satisfaction guarantee. I figured I would try a new machine that they had and see if that would work better. 

This is where things get interesting……..I returned it and heard nothing from them, NOTHING. I called them a couple months later to confirm they received the machine and they advised they had and it was with their team to discuss things moving forward and advised I should receive a refund in the upcoming weeks. Two months later and NOTHING. I called again and they said they have sent the case to their complex team and someone would get back to me within two business days. I was puzzled as to why this would be complex as I was well within the warranty time and was previously advised my refund was on its way.

I waited and guess what I waited some more. After a couple weeks I called and got the same story that someone would be in touch with me in 2 business days.

I waited and waited and then I forgot that I was waiting. I called back a month later and explained the situation again and you guessed it the complex team was looking into it and would be in touch. I tried to talk to someone who could assist me immediately, however I guess this is not an option. 

At this point I figured I should actually start keeping track of when I called them, even though I could go through my phone records to confirm. 

I called August 12 and got the same response. That the complex team would resolve the issue and get back to me in the next two days.

NO CALL BACK. 

I called August 17….SAME ANSWER 

I called Aug 27…...SAME ANSWER 

I called October 28……. Guess what…. SAME ANSWER. I explained to the guy who was very sympathetic with me and said he would be very upset at this point and was surprised I was being as calm as I was and he stated …...you guessed it. THE COMPLEX TEAM IS LOOKING INTO IT. I pleaded with him, stating that was the answer I have been given for the past 6 months but he assured me I would be moved to the top of the list and receive a call in two days. 

So here I wait again in hopes I will get my money back or something just something.  After waiting 8 months to get back what I figured would be an easy exchange as I was directed when I first called that I could return it for a refund.  

Wow is all I have to say. I am so frustrated and disappointed that a company can actually do business like this. Not to mention the house is getting pretty dirty. 

Anyone else experience this or have any suggestions what I can do from here?