Dear Dyson,
Order placed 1st June, and today, 13th November, I am still awaiting refund for the order totalling almost £800.00. Order collected by DPD on the 22nd July.
I have called your support number more than 7 times, dates below. I started keeping track of my correspondence, and your updates, when I suspected issues on your side.
- 15th August
- 12th September
- 4th October
- 9th October
- 10th October
- 22nd October
- 13th November
I have shared my screen several times with your customer support, to provide evidence the items were collected from my address. At this point, it is causing me distress having to call and call again to explain and repeat myself.
To clarify, I have no problems with Dyson products and customer service. Great, reliable products, and most of your customer service are understanding and helpful. The customer service representative I spoke to on one occasion was very rude which was disappointing, as I take pride in being an understanding and patient customer. I appreciate these systems are complex, and customer service must be a frustrating and difficult task at times. However, on the 22nd October, I spoke to Alexandro, who was amazing; Alexandro was a true champion for the customer, and I can’t imagine a better ambassador for your brand, and the quality of your products. Alexandro also sorted another, separate issue for me, which had been on your system similarly since July; no one else had been able to resolve this issue, and I commend his support on the 22nd October for his help. On the separate issue, I had taken 3 days off work because your appointed courier failed to collect a returns to Dyson. Alexandro resolved that by offering me a self-print label. Brilliant. Please promote Alexandro to head of customer support!!
Yet, I am without a refund in sight, and paying Klarna installments for the above order approx £800. No one from Dyson has reached out to me by phone, nor email. The last representative I spoke to was sympathetic, explaining that my case needs ‘escalating,’ and requires someone to contact me. As I understand it, there is now no point of me calling Dyson: I am awaiting your escalation team.
I work in a busy hospital, caring for extremely unwell patients and value my spare time. This whole ordeal has been stressful, and has consumed much of my time and yours.
A direct message, with assurance I will be contacted at an agreed time/date would be appreciated.
I have faith in your products and customer team, but not your systems.
And again, if you can find Alexandro who supported me on the 22nd October, give him a raise!
Yours faithfully,
G