Writing this to warn anyone being told by Dyson customer service, that if they send in their Dyson product for an exchange, that they can expect to receive a replacement.
I’ve had my Dyson AirWrap since December 2023 and started experiencing issues with it in June 2024. When using it to dry my hair, it would turn off within about 5 minutes of using and wouldn’t turn back on until after it had cooled down for several hours. I called Dyson Customer Service and ran through the troubleshooting steps over the phone, but nothing fixed it. After spending 45 minutes on the phone, they told me to ship in my product and that once received, would me a replacement.
Dyson sent me a shipping label to have it shipped to their warehouse. I boxed up the AirWrap and all of the accessories that came with it, and dropped it off at UPS on 7/20/24. UPS delivered it to their warehouse on 7/24/24.
I did not hear back from Dyson after my product was delivered to their warehouse. I then called (866-693-9766) and emailed (questions.us@dyson.com) Dyson customer service multiple times over the span of a few weeks to get a status update and was told they misplaced my product and that they would be submitting an investigation to resolve and would be back in touch within 24-72 hours. Despite that promise, Dyson customer service failed to follow up with me on any of those investigations that were submitted.
In total, I've called Dyson Customer Service 13 times and have emailed them 5 times to either get help with this exchange or to get a status update on when I should expect to receive the exchanged product.
In my most recent call to Dyson customer service on 2/3/25, I was told that this exchange order had been closed out as they received an empty box and would not be sending me a replacement. I provided the facts of what had happened and asked to escalate this call to their management. After waiting on hold, I was told that they would be opening a case to investigate and would be following up with me within 24-72 hours. Exact same response as every other call.
Despite have the reputation of being the best in the industry when it comes to hair styling tools, Dyson Customer Service has failed to help me with this issue. With an experience like this, why would someone want to drop +$500 on Dyson ever again? Fair warning to any of you that are told you’ll receive an exchange once Dyson receives your product, don’t always believe what Dyson Customer Service tells you…
