I initially contacted customer service to inquire about a price match on a Dyson hair product, as I had found a lower price with Amazon. During this conversation, I sent the product link AND screenshots to your CX representative, who assured me that I would be eligible for a price match. Relying on this information, I went ahead with the purchase on Dyson’s website, fully expecting that the price match would be honored as promised. I even accidentally ordered the wrong product, so the CX rep placed another order for me...and failed to cancel the first order even after multiple attempts. So now I have 2 air wraps. When I attempted to submit the price match, I was informed by another representative that Dyson does not offer price matching on hair products. 

Not only was this reversal frustrating, but the miscommunication also wasted my time and led to a negative experience with Dyson as a whole. I understand that price match conditions are discreet and under terms and conditions, but your CX representatives should VERY WELL be trained on Dyson terms and not provide false information to customers. The unprofessionalism displayed by multiple representatives, who gave conflicting information and failed to take responsibility for this oversight, was highly disappointing.

I have been a loyal Dyson customer and have always held your brand in high regard for its innovative products and high standards. However, this experience has seriously damaged my trust in Dyson, and I am now reconsidering any future purchases. It is unacceptable to be promised something and then be told, after already making a purchase, that it cannot be honored due to company policies that should have been communicated clearly from the beginning.

I hope you can understand the frustration and dissatisfaction this experience has caused. I urge you to address this issue by improving communication and training within your customer service team to prevent other customers from experiencing similar confusion and disappointment.