Dyson Case Numbers

429612383

43333298 

43022807 

 43440712

I purchased a Dyson WashG1 online from the Dyson website on November 17th 2024. Cost $700.00

8 days later, I had not received the WashG1. UPS Tracking reference

UPS tracking online info stated that a label had been created but UPS was awaiting package. 

Call to Dyson Phone - 1st Call:

Support person instructed me to contact UPS. It was “their issue”. 

I contacted UPS that day after filling out a form on UPS website. 

However, they told me UPS had not received the package from Dyson and I should contact Dyson. 

In the meantime, I receive emails concerning how to operate my new machine, but have not received the WashG1

Call to Dyson Phone - 2nd Call:

I explained my situation to another Dyson support person. I was told Dyson was researching  and someone from the warehouse would be contacting me in 48-72 hours. I waited 72 hours but was not contacted by Dyson Warehouse as promised by support. 

Call to Dyson Phone - 3rd Call:

I explained situation and that no one had contacted me from warehouse. I was then told that the “Prime” dept. was sending the lost item and I would be receiving a tracking number for the shipment within 10 minutes. Of course, I did not receive a tracking number that day. 

Call to Dyson Phone - 4th Call: 

Explained the situation for the 4th time to Dyson support. Spoke with a manager. I was provided a case number and told to wait 7 more days for Dyson to resolve the case with UPS. However, I would need to call Dyson, to determine the outcome. I asked “why is my merchandise on hold while you dispute with UPS? They did not deliver the item, or you would have a confirmation that it was delivered” no answer and once again as was the case with each phone call, no apology for my troubles. 

Call to Dyson Phone - 5th Call: 

After waiting the 7 days, I contacted Dyson, provided my case number.  Support person told me I would have to wait 24 hours and I will receive a confirmation of the results of  UPS claim. 

Call to Dyson Phone - 6th Call: 

Waited 48 hours NEVER received a confirmation from Dyson as promised. 

Called again, spoke with Jonathan. Original case file did not exist…however, Jonathan found it under my order number.

Jonathan assured me that they were processing a refund, and I would receive an email confirmation in 5 minutes. 

Although more pleasant than other support operators, he never offered an apology for Dyson not contacting me

Call to Dyson Phone - 7th Call: 

Since I NEVER received an email providing refund confirmation from Dyson as promised.  

I called Dyson again today — Maanil was very polite and apologetic for unresolved issues. 

Told me within 3-7 days the claim should be resolved….of course I have heard that promise before. I asked to speak to manager. After being placed on hold for 30 minutes I was told no manager is available. Seriously?

...I am in an endless loop of support people telling me wait 5 - 7 days without ever sending a confirmation of the refund of my lost order. I have spent countless hours on the phone without a final resolution for the claim nor has execution of a promise of an email or a return call being kept. The only person to offer apologies for my troubles was Maanil.

To date, I am still owed a $700.00 refund. I  do not understand -- if Dyson knows the product was never delivered (since the tracking number and UPS can prove it was not delivered) why am I still awaiting a refund? I beginning to wonder if this run-around is to see if I will just give up...or is Dyson in trouble financially and cannot honor their refund?

I have been a loyal Dyson customer having purchased over 24 Dyson products; vacuums, fans, air purifiers, hair dryers and lamps, but I have never been treated so poorly. My experience is the epitomy of poor customer service. I am shocked that a company that offers such a wonderful product would have such horrendous customer service.