6 weeks ago our dog chewed the plug on our Dyson Hairdryer, luckily the appliance was not plugged in so I still have a dog Wanting to do things ‘properly I contacted Dyson to ask about a repair, the guy on the call even switched to a ‘facetime’ version so he could see the damage, he stated the repair would cost £99.00 and that it would be picked up by DPD and returned to me.

2 weeks later the pick up happened.

2 days later an email was sent to my Sister (Who purchased the hairdryer as a present for me) to say it could not be repaired but they would offer 25% off a new one! As the email was a ‘no reply’ address I called customer service to be rudely told “of course we will be sending it back” … no further communication was received.

This week I was on the case, I called Customer service again to be told they couldn’t discuss with me, it had to be my sister, so I went to the online chat, where I was told an email had been sent requesting the product be returned and that we would be copied in on this email.

No email arrived.

Today I reverted to online chat, after an hour I was told it would not be returned but we could purchase a new one at 25% discount.

It is only the plug, I can buy one and do it myself, we do not want or need a new product and if I did I would certainly not choose Dyson after this horrendous experience.

I have taken legal advice, the term is ‘Tort of Conversion’ and unless we receive the product back, or a replacement, at no cost to us (As I believe you have lost, refurbished & re-sold or thrown away our product) then I shall continue with a legal claim.

If anyone from the UK would care to look in to this you could start with complaint reference 42284386 or call reference 42327056 or I can send you the transcript of two ridiculous online chats. 

Hopefully this will gain the response we seek.