At the start of October 2024 I received a Dyson supersonic that I paid 329 euros for. I had saved for this and it was a big purchase for me.  Mid December the machine stopped working properly. It was experiencing power issue sand kept cutting out. After really only a few weeks use for this to happen was extremely disappointing. The device was unusable. 

I contacted your customer service team via the digital chat function. After some to-ing and fro-ing the agent advised me that an exchange would be completed. He told me that the postman would collect my broken device and give me a new one, that the whole process wold take 1-2 days. This seemed a fair  and prompt solution and I agreed. I asked what i needed to do. Did I need to parcel up my old Dyson? I was told no, just hand the box with my hairdryer to the postman and I would be given my new hairdryer.  

The postman came on 31st December with a label to collect my device. He told me he didnt know anything about issuing me with a new hairdryer and that I needed to warp and pack my device for postage. This took me by surprise as it was all the opposite of what I had been told by Dyson. I went desperately searching for a way to wrap and cover the device and found a mailing bag with the poor postman having to wait at the doorstep as I scrambled to wrap everything up.

After he left, I contacted Dyson for the 2nd time to try to understand what had happened. The agent advised that I was given incorrect information, that there is no such exchange service offered in Ireland but that I shouldnt worry and that the warehouse would receive my return in the coming days and issue me with my replacement. 

Fast forward many more days. Still no hairdryer, Still no contact from Dyson. I contacted you again. This time an agent went doing some checks and assured me that there was just a delay in sending my new device and completing the process due to the weather but that it would all be sorted in the coming days. This was now my 3rd time having to contact customer service and all in all had spent about 2.5 hours chasing this so far. I was still trying to remain calm and be understanding.

Again days later...nothing. So now I am contacting Dyson for the 4th time. Again another hour wasted explaining the situation again to the customer service team. I was told the matter being escalated and i would get a notice of dispatch of the new hairdryer in 24-48 hours. Starting to get a little cross now at this stage but I believed that someone would get back to me. They didnt...

Now days later i am on attempt 5 to get a resolution...another hour wasted. Again told that the issue had now been escalated, I am really angry now. I was promised and assured that no later than 24-48 hours the matter would be resolves, i wouldnt have to contact dyson again and someone would contact me.

48 hours later (today) there was no contact. I had to contact Dyson again (6th time) ...really really cross now. Same story, no answers no resolution, agent did nothing to help. Luckily i had an email proof from An Post with tracking details as I was advised there was no record on my account of any return, no record of any previous conversations...basically accused of lying until i was able to provide all the detail. Told by the first agent again to wait 24-48 hours and someone would come back to me! Same lie again! I demanded to speak with a manager and was reluctantly put through to one. The manager was even less helpful, now im being told i need to wait 6 working days for any outcome. No address for an official complaint would be given, Asked to speak to their manager and this was denied and they eventually ended the chat. I was cross and they obviously didnt want to deal with me. This whole chat by the way took over 90 minutes.

I was entitled to be cross. I have NEVER experienced such disgraceful customer service in my life. I bought a device which turned out to be faulty. I was given misinformation about how this would be fixed, then weeks later it still isnt fixed, I have spent about 6 hours so far chasing this. Dyson are supposed to be a state of the art company. I thought I was buying a state of the art device. I would have been treated better in a pound shop! I am sitting here out of posted by 329 with no hairdryer and having wasted nearly a working day of my time. This is a disgrace and it needs to be fixed immediately.  Im sick of hearing about how this needs to be investigated. The item is clearly lost either in the post or in your warehouse. I really dont care who lost it or where it is. I am without any device and my new one should have been issued regardless. 
 

The fact that there is no way to even contact dyson to register a complaint is just shocking. The website lists an address that sends a bounce back saying it isnt monitored. There is no physical address and everything is designed to frustrate. My case id is 44202614