It looks to me that Dyson has changed--my personal experience, plus reviewing other comments--James Dyson retired? No longer involved? Posts on this site as to how to reach Dyson are not accurate. Online chat option on their website is not manned by people. Wait times for phone support are long--45 minutes to an hour. In my case, they could only tell me to look at the online videos, which were not relevant to my problem. The replacement parts I needed for my brand new vacuum were out of stock. I was told to call back later to see if they were available. The representative promised to call back in 2 weeks--no call back. I was forwarded to an automatic review process after my phone interaction to rate the process--that also did not work! No wonder they respond that their phone service department only gets good marks.  This week I received 2 emails about my product--”please review your product”. When I clicked on the link, the website was not available. So you can’t even review their products. Dyson has lost me as a customer as well. The higher price in the past was justified in customer service. In my opinion this is no longer the case.

Sorry to hear you've also had a bad experience! It's just shocking to me how they can justify their prices and for such a big well known company they're like this!

I’m having the same refund issue. Dyson received the item on Oct 20 and, even after numerous attempts to find out why, I still haven’t received the refund. They claim that it has been refunded and blame the problem on my financial institution for slow processing. There’s really something very odd going on at Dyson. My “financial institution” happens to be Paypal who are now in the process of investigating just what is going on. Paypal obviously hasn’t received it. Great product but that’s about it.