I am at my wits end and I'm reaching out to the Dyson community for insights and help. In short, I own a Dyson vacuum cleaner. The battery ceased to work in April 2024 and I contacted Dyson but the battery was unavailable and there was no clarity as to when it would be back in stock. So i again contacted Dyson after waiting for six weeks who confirmed (after a long conversation) that they would be prepared to sell a refurbished Dyson for £99. Rather than a further protracted wait (as they could not guarantee when the battery would be in stock) on 27th June I ordered the refurbished Dyson and paid the £99. It is now 9th August and I have not received the refurbished Dyson. I telephoned Dyson last week (Dyson said that the most recent call per their log was the 5th of August) and they confirmed that my order had been cancelled for a “back office reasons” but they did not elucidate any further although to be fair they did say it was an error on their system.

The customer services member I spoke to (Alex) assured me that he would sort everything out as a priority. I was very comforted by the conversation however no refurbished Dyson nor an email explaining or confirming the delivery of the refurbished Dyson has arrived. I checked on MYDyson this evening (9th August) and I can still see that it is showing that the order I placed for the refurbished dyson is cancelled .I spoke to Cesar in customer services who confirmed that the order had been cancelled but that no new order had been placed. I explained to him that Dyson were in breach of contract because I had ordered a refurbished Dyson and paid for that and as a matter of English law dyson were obliged to provide the product. My payment was on the 27th June which was well over six weeks ago. Cesar accepted this but simply said that it was coming up to closing time and the best thing to do was to phone back. I explained that I have on successive occasions phoned Dyson and gone through the protracted process (sometimes 5 minutes sometimes longer) for them to pick up the call. he said there was nothing he could do about that and there was no way that he could phone me back.

 I'm finding this whole process frustrating. I said that the only way forward was for me to take it to court on the basis of Dyson being in breach of contract. he said that was my choice. I find the whole approach of customer services within Dyson to be dismissive and high handed. They have my money but will not supply the goods.

Has anyone got any advise the could give or an email address I can contact to lodge a complaint.