Hi,
I ordered a Dyson Supersonic, 2x hair clips, 2x Paddle brush and a Dyson Airwrap 11/24/24. These were ordered for Christmas gifts. I was notified that there was a delay in shipment and then got a confirmation that the items were shipped. A package arrived on 12/2/24 however, the Airwrap was not in the box. Since the box did not look tampered with and just fit the Supersonic, hair clips, and paddle brush, I assumed that the Airwrap was the item that caused the initial delay and that it would be shipped soon. I looked for a shipment/order update from Dyson and then followed up with customer service around 12/16. The opened and investigation, but did not investigate the warehouse but rather UPS. UPS reached out and confirmed that they delivered the package as received from Dyson (which they did). But it does not resolve the issue that an item was not originally put in the box. Further, in looking at the proof, the numbers don’t add up. One: the weight that was entered for the box is not correct. UPS has 24.8lbs in the package description. The hairbrush with packaging weighs 0.8lbs, the hair clips with package weigh 0.6lbs, and the hairdryers with packaging and accessories weigh about 4.4lbs. If you add it up, the weight claimed on the package does not reflect what is claimed to have been shipped. If every items was in the box, it would be around 11.6lbs. Two: the dimension of the box which you can see in the photo of the delivery show that you cannot fit all the items in that size box. The data shows that there is suspicious activity around this order and fulfillment process at the warehouse. Customer service for Dyson says that it is a UPS issue, but the package information (eg weight is entered by the warehouse, not UPS as the warehouse generates the shipping label) and UPS delivered the package that it was given by the warehouse. The issue is that the package did not contain all the items and the evidence (the false weight entry) and package size indicate that someone along the way in packing the items backdoored it from the warehouse. Dyson does not seem to have the capacity to investigate or resolve this type of issue. This problem will persist if Dyson does not have a process to investigate the packaging of multiple item orders. The customer service team can only escalate to the resolution team which the customer cannot access and they only open a case with UPS assuming that it is a shipping issue, when the issue is the packaging of orders at the warehouse. No one is investigating why items are going missing from orders at the warehouse. In the meantime, I am out my money and have no product to show for it and Dyson has zero integrity in allowing this type of fraud/theft to continue. This is beyond frustrating and I would expect better from Dyson.
