Upselling, the Lost Dyson, broken promises and no way to complain...

My tale of woe seems a far too familiar story on here.  Poor customer service is now the standard Dyson seem to deliver.  What's worse, (and quite sad) is that someone at Dyson seems to have made it impossible to complain. 

My tale starts when my wifes trusty hair straighteners stopped holding a charge.  They are 4 years old, so I thought it was a fair ask of Dyson to ask £200 to repair them.  Once they arrived at Dyson HQ they discovered that they were unrepairable…..  And that the only solution was to buy a new set for another £100.  OK, so it is obvisuly upselling, but again I thought a new set for £300 seemed okish.  

Dyson then posted a new set to my address in London.  However, they never arrived.  Parcel Force say we were not in, (we were) and so took them back to depot a few times.  After a few failed deliveries I asked Parcel Force to take them to our local Post Office, which is where the Tracking System says they are.  However, they are not there.  Bit odd, so last week I spoke to a customer Service agent online and agreed he would track them and call me back within 72 hours.  That was a week ago and yet no phone call…..

This time I rang Dyson and (eventually) spoke to Ruth, (I am 10% sure that is not her name).  She struggled with understanding the issue, even though I explained it and gave her the reference number of my conversation last week.  She didnt have any update or explanation as to where my upsold set of hair straighteners was.  She has promised to call me back today, we shall see.

I then decided to lodge a complaint, only I cant find a way to do that.  I think the system wants me to call the 0800 number to lodge a complaint but it seems a bit counter intuitive to lodge a complaint about customer service with customer service…..  I even emailed the old askdyson email address, (yes I have been a customer that long).  That just kicks back a message saying it is no longed in use.

What happend at Dyson?  It does seem that all the cost cutting has seriously reduced your ability to deliver real customer service.  And looking at this forum, I am not the only one thinking this.

Jack, noting your message on the board a few days ago, are you able to help me find my lost Dyson?  As the CS team don't seem to care….

[Moderation edit - title updated]