Help! They are not sending my replacement | Dyson Community
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Going on over a month without a vacuum as I was having issues with my V 15 and spoke with Dyson support they mentioned that I need to send the entire machine back and then once received, they will give me a replacement. I called multiple times since then and the only response I get is please give us 72 hours and you’ll get a confirmation with the new machine, but yet nothing has actually happened and it’s been weeks now. When I started calling this last week, it seems magically I get disconnected every time they contact some back office team who is supposed to have all of the answers on things. I have no machine to show for,  I’m out nearly $800 and I am getting really frustrated. Has anyone else experience this? if I can’t get a hold of and get some sort of resolution with Dyson whether that be a refund for my purchase or replacement machine, I feel that I have no other option then to report them to the Better Business Bureau or some sort of action to help get them to respond to me with what is going on. Any and all insight welcome as I’m feeling really left in the dark by Dyson.

Hi @tkote1521,

Welcome to the Dyson Community, and thanks for letting us know about this.

I’ve reached out directly to take some further information.

I’ll look forward to hearing from you.

Hello!

I feel your pain tkote1521! Iam beyond frustrated with Dyson customer service for the lack of action. I've contacted via phone and chat many times now since July 20th. My vacuum stopped working, it was under warranty, they said to ship it back which I did and ever since then, I'm getting the most polite response of, "I've looked into this matter and you'll have an email in 24-48 hours". Lots of platitudes is fine but I just want the vacuum. At one point, they said the vacuum I sent in is not available so they were going to send me something comparable. I said fine. Yep! You'll hear in 24-48 hours. I spoke to them again last week and even requested a supervisor who supposedly came on line to chat (I have to wonder if its the same person with a different name/title) and he/she said they had released the machine and I ought to hear in 24-48 hours. I told them I'd been told it was released several times and the person said, this time its released and I'll hear in 24-48 hours. Its now 2 weeks later and still nothing. 

I found an email address on this site (askdysonus@dyson.com, attn: Kate) but also haven’t had a response other than Dyson was glad I reached out and I should hear from them in a day (this is day 3). 

I hope you have had some sort of resolution which I’d like to have as well. Any suggestions, contacts, comments would be much appreciated! 

Did you get anywhere with this? I sent back my Dyson blow dryer in July and I have yet to receive my replacement. It arrived at the Texas warehouse July 30 and it’s September 22 and I haven’t heard anything. I’ve called and ungodly number of times and for some reason, they will not release my replacement and no one, NO ONE knows anything. I’m always assured I’ll be receiving tracking within 24 hrs and I have received nothing. 

Hi @laura.merkac,

Thanks for letting us know about this. I’ve messages you directly - please check your Dyson Community private message inbox and provide the details we’ve requested.

I’m having the same issue. My V 12 vacuum stopped working after a year. I sent it back almost a month ago. I was told I would get an email with a tracking number within 15 days, I didn’t receive anything.  I’ve called several times and yesterday when I talk to customer service they told me I will receive an email within 24 hours with a tracking number and if I didn’t, they could refund me my money but it would take up to two weeks. I loved the vacuum and it’s been extremely frustrating to not have a vacuum for almost a month now.

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