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Poor Customer Service Complaint

A

I’ve been trying to have Dyson custom service replace a hairdryer I bought this year that was not working since Jan 2025. A customer service agent agreed to do the exchange for me over the phone and gave me an email for me to send them the purchase receipt. After I email the receipt, the customer service just ghosted me (like really???)

I’ve sent a few follow up emails and made a few calls but got no response.  No one responded to my emails and people over the phone has been telling me that they escalated the situation and I should hear back within a week but I NEVER heard back from anybody.

I’m disappointed with the customer service experience and I want the machine to be replaced immediately.

Best answer by Jaswinder

Hi ​@amandada0116,

I understand our United states Customer Care team has now been in touch with you to help resolve this situation.

I’m glad we’ve been able to sort things out, but you’re welcome back here at the Dyson Community if you need further support or advice at any point!

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Jaswinder
Community Moderator
  • Jaswinder
  • Dyson Community Moderator
  • March 5, 2025

Hi ​@amandada0116, 

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.

Jaswinder - Dyson Community Moderator
A

Hi, I don’t understand why every time I reach out to you guy all you say is “this has been escalated and someone will reach out to you shortly” but NO ONE REACHED OUT.

I’m so tired of waiting, I’ve been waiting for almost TWO MONTHS now. How much longer do I need to wait? I cannot believe this is what I get for buying a $500+ hairdryer

Jaswinder
Community Moderator
  • Jaswinder
  • Dyson Community Moderator
  • March 26, 2025

Hi ​@amandada0116,

I understand our United states Customer Care team has now been in touch with you to help resolve this situation.

I’m glad we’ve been able to sort things out, but you’re welcome back here at the Dyson Community if you need further support or advice at any point!

Jaswinder - Dyson Community Moderator
A

Yes, Cesar a Dyson Resolution Specialist, reached out to me and had me send in the malfunctioning dryer. Cesar said that once it arrives at the warehouse you guys will release an exchange for me within 24-72 hours.

It arrived at the warehouse on 3/27 but I have not yet receive anything from you guys and Cesar is not responding to my follow up emails so I don’t know what’s going on now.

U
  • ukusa
  • New Member
  • April 4, 2025

I think this is disgusting. I’m very surprised how badly you've been treated. I have heard others on Face Book say similar things about their customer service. I think if you don’t get any satisfaction you should call your credit card company and ask about a Charge Back on this item and leave it at that. Tell them you have not heard back from them in over two months. 

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