Dear Dyson Customer Service Team,

I am writing to express my deep dissatisfaction with the recent customer service experience I have had with Dyson. As a loyal customer, I am disappointed by the decline in service quality and support.

In November 2024, I purchased a Dyson Supersonic Neural as a present for my wife's birthday from the Dyson Store in Poland. Unfortunately, the product came with several scratches, including on some accessories. I shared all the data, including several pictures of the scratches, and ordered a replacement. Despite being told the process would be smooth, I am still waiting for action.

Over the past two weeks, I have contacted your call center five times with no resolution. The long waiting periods and lack of communication are frustrating. When I did speak with agents, they were unhelpful and ineffective due to their improper complaint department process. Despite my requests for a solution, I have not received a satisfactory response or any follow-up.

Due to the lack of action from Dyson support, I decided to ship the product back. Additionally, I lost the opportunity to use the 10% discount that I initially applied to purchase the product, and I also lost the included gift that came with the offer. Hence, I would like to receive a coupon for the same discount. As it was a present for my wife, this situation has been even more frustrating as I might miss the date. Furthermore, it seems there is no cooperation between the call center and help@dyson.pl, as the agents in the call center have no visibility into the mailbox. Additionally, when contacting help@dyson.pl, they continuously ask for the same information, even though it has been provided several times.

The absence of an email address for submitting complaints adds to the problem, leaving customers without an efficient way to seek resolution.

I expect an immediate resolution to this matter. I demand an urgent reimbursement and the 10% coupon without further delay, along with a formal apology for the inconvenience and poor service I have endured. I also urge Dyson to address and rectify the underlying issues in customer service operations.

Sincerely,

Michele Cristiano dAngelo