I bought my wife an Airwrap for Christmas online directly from Dyson Canada in 2022. It came with a 3 year warranty. After about a year and a half, it broke. 
I reached out to Dyson and they sent me a prepaid envelope in the mail.  In September 2024, I dropped the airwrap in the prepaid envelope and dropped it off at the courier as instructed. Dyson did not send me any emails or correspondence during this process, and I was not given a copy of the tracking number.

October 28th, I called Dyson and was told they did not receive the item and a ticket was started and would be contacted in 1-2 days. I was never contacted. 

November 28th, I called and Dyson claims to have never received the Airwarp. They insisted nothing could be done without a tracking number and I had to contact Purolator.  I called Purolator and after waiting on hold for 3 hours they could not provide a tracking number and insisted it was a problem with me and Dyson. I called Dyson back and was told I would be contacted in 1-2 days. I was never contacted. 

December 5th I called and spoke with supervisor. The supervisor ensured me a ticket was started to escalate my case and that they would call back the same day. Additionally, they stated if I was unavailable they would leave a voicemail AND send me an email. I was never contacted. 

Dec 10th, I called and spoke with a supervisor. The supervisor told me my case was escalated and they would call me back Dec 11th after 4pm, and confirmed my phone number. I was never contacted

Dec 16th, I called and was told "after speaking with a supervisor, no supervisor is available to discuss your case" even though it was during their listed online contact us business hours. 

So now I have a spent 7 hours on the phone, and have a “missing” AND broken $862 Airwrap still under warranty without any resolution. Only false promises my case has been escalated and I will be contacted in 1-2 days. I have read similar experiences online. I would like a refund or exchange