No Replacement Order after a month

I too am awaiting a response from Dyson -I asked for an exchange of a v11 since parts kept breaking down. I requested a new vacuum and instructed to return the whole machine which I did. They are not replacing because they say they only received partial machine. They redirected me to open a claim with UPS store which I have. While UPS is trying to be helpful-Dyson is not. I have yet to get a new V11 and also out of money paid for an expensive product. I don't have a vacuum since Oct. 2024. While this forum is helpful it does nothing in getting a direct response from Dyson. Dyson is poorest company I have ever dealt with. I am sharing my story with whomever I can and telling them not to purchase any Dyson products. Ludicrous 

I hope Shivani - Dyson Community Moderator could look at my case 

So far no such luck

In fact my detailed case explanation not posted 

Will follow up again, today

Hi ​@urrayam,

Welcome to the Dyson Community, and thanks for letting us know about this.

I’ve reached out directly to take some further information. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.

​@amelia9977 I noticed that Dyson marked this case solved, I’m just curious if anything was actually done for you? I’m in the same boat and I’m still waiting for my replacement.

I sent Dyson a complaint on BBB, they actually responded to that however they still haven’t done anything for me. 

This seems to be a trend. I purchased a v15 for over $600 and the machine crapped out. They told me I had to send everything back! So I found all the parts and took it to ups and sent off. I tracked it and it was received within 3 days. A week later I call support and they explain that it can take up to 18 days for them to “ship” a replacement. This is outrageous! They are always out of parts, can’t ever replace with the same color! They do this so you cannot return to the retailer. Dyson plays these dirty games at the expense of customers! I am literally at a month without a vacuum! So, tomorrow I will go buy the most expensive Dyson POS vacuum Costco carries and return when I get my replacement… great job Dyson, you company is awful, support is a joke! Never again!

Same situation for me, seven weeks and counting waiting for them to send me a replacement. I sent them a complaint on the Better Business Bureau and Dyson finally replied and magically a replacement has been shipped, still haven’t received it yet though.
 

and of course you should purchase a brand new Dyson, use the crap out of it and then return it when you finally get your replacement. To leave someone without a vacuum when you’ve spent so much is a pretty sad way to do business.

Update: After posting this, I received an email from Dyson support, and they sent out the replacement vacuum the next day. Would recommend creating a post if you have any similar issues - the support person who reached out was super helpful!

Same here, I sent the vacuum back on January 28th to have it replaced with a new one, they received it on January 31st. I called them on February 13th for an update and they said I would receive the replacement in 18 days. On March 3rd I talked to them for over 40 minutes and they said they were reviewing my case and I had to wait 24/48 hours for an update. Today I called again and what a surprise, they said they received an empty box. I have a package delivery receipt with UPS showing the weight of the box was 9.55 lbs. Now they said it’s with the fraud department and they are doing an investigation with UPS and I have to wait 7-10 days for an update. It’s frustrating!!!

Hi ​@Mariela,

Welcome to the Dyson Community, and thanks for letting us know about this.

I’ve reached out directly to take some further information. Please check your Dyson Community private message inbox and provide the details requested.

I’ll look forward to hearing from you.