I could really do with some help resolving an issue with Dyson Customer Service. I’m a long term fan of the brand, and this household currently has at least six machines. However, this is really making me rethink my relationship with Dyson.

All I wanted was a Low Reach Adapter for my Gen5 Detect - which should’ve been pretty straightforward. The first attempt, after I’d spoken to Customer Services to get the correct part , resulted in an adapter that didn’t fit. I’d payed for it directly from my current account, had an order number and so the part was duly returned.

However, I was told that I needed a different part, so I ordered that - but this time, via PayPal. Usually, that results in an order acknowledgement email and an order number, but there was nothing. After a few days, I contacted PayPal, who told me that the £35.00 payment had not been taken. 
 

I assumed that the order had failed, and put in a second order - with the same result. Tne following week, 2 separate deliveries by two different couriers - neither with any paperwork - arrived. This version of the Low Reach Adapter PN 971435-01 didn’t fit the Gen5 Detect either, so I called Customer Services to organise returns - and that’s where it really all fell apart.

They told me that they had not received an order, taken, nor sent out any product. I pointed out that I’d received the two adapters, and that the payment to Dyson via PayPal were in my bank statement. After I’d given him the PayPal transaction reference numbers, he said he’d escalate the the matter, but it would take 24 hours, as it was “difficult to get information out of PayPal”. 

Two days went by, and then today - more than a week later - I rang back. After going through the who,e saga again, I was told that there was nothing Dyson could do without the Oder numbers, and that if these orders existed at all, I should call PayPal and get the order numbers from them - then he declared the matter closed and put the phone down on me.

This kind of response is unacceptable for any brand, let alone one of Dyson’s stature. My experience seems to be pretty common, too, 

 Can anyone help me sort out a return, and a refund of the £70.00? 

And just out of interest, does anyone know if there really is a Low Reach Adapter that will fit a Gen 5 Detect?