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1305 Posts
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ams24Rookie Member
asked in Ask the Community
Where is my refund?

On 5 September 2024 I contacted Dyson regarding an item which I had recently bought but now wished to return.  The item was eventually, after a number of false starts, collected via DPD collect on 18 September 2024.  DPD tracking shows the item was received by Dyson on 19 September 2024.  After numerous phone calls to their so called Customer Service, which resulted each time in new case references and promises that I would get a reply within 72 hours, I am still waiting for anyone to contact me to explain why I have not yet received my refund of nearly £600.  Why is Dyson incapable to react to customer complaints likely any other global company?  Please provide an email!!!

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2 months ago
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fifisutantoNew Member
asked in Ask the Community
Concerned the Airwrap I purchased off a 3rd Party Reseller is Counterfeit

I purchased a Dyson off of a third party reseller, and am concerned of its authenticity. Pictures below, could I get help from someone who have better knowledge in what a counterfeit looks like to determine whether what I purchased is a fake? 

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2 months ago
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Robert AshtonNew Member
asked in Ask the Community
am i going to get my refund ive been waiting twelve weeks

How do I get a refund have been on the phone countless times and waited for twelve weeks the refund has been escalated four times and I still don't have My refund even though I have a refund complete which I received 14 days ago now 

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2 months ago
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rjessica102New Member
asked in Ask the Community
dyson airwrap replacement

I was having issues with my Dyson air wrap and called the customer service line. I was told I had warranty given a return label and told to return, once they receive it I will be sent a new one. I have called 3 times to check the status. The first time I was told they received the one I sent and it would be “escalated “ so I can get my new one even received a email confirming I should get a status update soon. After a few weeks I called again and was told it was again escalated and I will be receiving a UPS tracking label regarding the replacement within 24hrs. It’s been days now and called and was told that the reps never escalated it and nothing was done. I asked to speak with a supervisor and was told no one was available but that he for sure escalated it. I asked the rep how he could confirm this time it was escalated and he said to hold only to hang up on me. It’s been over a month and the lack of support from customer service is infuriating!! These products aren’t cheap, you’d th

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2 months ago
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MattCNovice Member
asked in Ask the Community
No reply from Customer Services. What should I do?

 29/09/24 - Called Dyson Customer Services, went through troubleshooting, was advised enquiry needed to be escalated to the “In-Market Professional Contact Department” who would call me in 24-48 hours.They didn't call back. No missed calls, no emails, nothing.08/10/24 - Contacted Dyson again via Web-chat. Advised my original enquiry was NOT escalated as it should have been (no apology or anything!) but was reassured it had now been escalated as it should have been and I would hear back in 24-72 hours. This time they couldn’t tell me which department would be calling me back and they couldn’t give me a direct contact number.72 hours later; no call back, no missed calls, no voicemail, no emails, nothing.Please does anyone know how to get through to a Dyson department who can help?

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Jack
Dyson Community Manager
2 months ago
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AmyJNew Member
asked in Ask the Community
No order confirmation sent unable to locate my order

I am putting this on here in the hopes Dyson takes my issue seriously and someone will actually resolve my issue as they have no email to sent my complaint to. I can see through previous posts people have finally had their issues taken seriously and resolved through this.I purchased an air wrap direct from their website when it was on sale for £299.99.I never received an order confirmation but didn’t pay much attention to that as I got the item the next day, I needed to return the item a week later and when I contacted customer service they were unable to locate a purchase from me, and the people I spoke to outright tried to gas light me into believing I bought it from a different company. I thought even without an order number there would be proof of my purchase through email, contact details, bank details and address. I showed proof of my bank statement saying Dyson limited but this was not good enough for them, at one point I was told from the company that by searching for the produ

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Jack
Dyson Community Manager
2 months ago
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mw20New Member
asked in Ask the Community
v10 Main body compatibility

I have a v10 Total Clean purchased from Costco (serial number YJ7-US-KCA2268A). It has been showing a steady red light when I try to operate it. The troubleshooting guide says I need a new main body and cyclone (part number 969596-05) which is out of stock. I see part 969596-06 which is compatible with other v10 models is available. I want to confirm if this is compatible with my vacuum as the only difference I see if the color. I would rather buy this than a brand new vacuum. 

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2 months ago
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Distraught CustomerNew Member
asked in Ask the Community
Apalling Customer Service

MorningDoes anyone know the contact details of the director of customer services?The experience is appalling and I will never buy Dyson products again but I am still awaiting my refunds.Any contact details for escalated complaints would be helpfulthanks. 

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Jack
Dyson Community Manager
2 months ago
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treacymike7New Member
asked in Ask the Community
can anyone here help me?

I contacted Dyson customer care with a warranty issue on 2 September, agent issued me with a replacement head. No delivery took place and received email on 18 September to say order was cancelled as item was out of stock, no other solution given, replied to email, no answer. 22 September called again, exchange machine authorised. Had to send old machine back by courier, did this, delivered to warehouse on 24 September. 27 September no sign of replacement machine, called customer care to be told it is in fact out of stock and possibly discontinued, allow 3 days to see if a resolution can be found. Waited 4 days, contacted again, given another out of stock machine as a possible replacement. Then when queried about stock availability was given an option of a lesser model which I refused. Gave agent the model that I felt best replaced broken machine regarding power and attachments, this was escalated to back office team and a call recieved to offer another lesser replacement which I declin

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Jack
Dyson Community Manager
2 months ago
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MKLionessHeartRookie Member
asked in Ask the Community
What's the date on the box after the letters JN?

Hello I would like to know what the date on the box after JN means?  Is it the production date of the device itself?HS05 BNBC MY/SG/HKPN.412954-02-02-02 JN.115281 24.09.2021If this is the case, did I buy a device that has been in the box for 3 years? (Bought it in 2024) and it came out in 2022And one more off topic question:Can it be stored in the bathroom in a cover? Yes or no? And why? China answers that it is not recommended. 

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Jack
Dyson Community Manager
2 months ago
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Jacks7113New Member
posted in Ask the Community
Still Havent Recieved Replacement V15

I advise not sending in stuff for warranty replacement. We sent ours off 06Aug2024 and still haven’t received a device. They told us we didn’t send all the parts and only sent the cyclone. The cyclone weighs less than 7 pounds and the package shipped was 11 pounds. That doesn’t even make sense. We spent $800 on a vacuum that now we don’t even have and they just keep telling us they are waiting for approval. They are now saying 7-10 days from now so we will be going 3 months without a vacuum. Don’t send in for replacement just wait for parts.

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2 months ago
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JaneyLJNew Member
asked in Ask the Community
dyson supersonic hairdryer stopped working

Himy hairdryer suddenly stopped working and like everyone says given the price you would not expect this to happen, as I also have a 10 year + old babyliss one which is still going strongI have reported it and have a date of Tues 15th oct for collection.Customer services stated you get a notification to confirm pick up I have never received e mails from Dyson following my registration of complaint I have contacted them twice both occasions they have said details correct upon checking and will send a test e mail not had nothingdo you receive a message from courier to confirm and are you meant to be sent packing labels?this is very frustrating 

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2 months ago
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GillBNew Member
asked in Ask the Community
clogging up

My machine cloggs up where the dust goes into the dust collector. Anyone else have this problem and how can I solve it? I am having to unclog it every couple of minutes as the machine stops when it happens. 

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Jack
Dyson Community Manager
2 months ago
Jack
Dyson Community Manager
JackDyson Community Manager
published in Tips and tricks
How do I use the Dyson Pet grooming kit on my Dyson cordless vacuum?TIPS - FLOORCARE

 The Dyson Pet groom tool is engineered for homes with pets. It removes loose hair, pet dander and allergens directly from your pet - before it’s shed around your home. Captured hair is then sucked hygienically away straight into your Dyson vacuum’s bin for easy and hygienic disposal. Dyson groom toolHow do I get my pet ready?Place your Dyson vacuum and tools in view of your pet, to make them part of your pet's surroundings. Move their feeding bowl near the vacuum so they get used to it. Next, try vacuuming nearby while your pet feeds. Before grooming, make sure your pet's coat is completely dry, and free of large knots and matted fur. The first time you use the tool, try without your Dyson vacuum attached. Hold down the button on the tool with your thumb to release the bristles. Groom in the direction of the fur. Rewarding good behaviour can help! When your pet is comfortable with the tool, follow the steps below. How do I use my Dyson pet grooming kit? Attach the XL extension hose an

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Jack
Dyson Community Manager
2 months ago
Jack
Dyson Community Manager
JackDyson Community Manager
published in Inside Dyson
Inside Dyson: Our journey towards sustainabilityINSIDE DYSON

 ‘We've always focused on solving problems; engineering better technology, using fewer materials and less energy.’ - James DysonSee how Dyson does more with less in the right way – whether in engineering, education, farming, or good works.WEEE recyclingSustainability at DysonDownload our products and technology sustainability magazine. Learn more 

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Jack
Dyson Community Manager
2 months ago
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Ella12345New Member
posted in Ask the Community
Using the Dyson Airstrait straightener abroad

I have bought the new Dyson Airstraight from USA not realising it has the USA plug on it which I cannot change.Is there anyone interested in buying it from me ?? Dyson have been so unhelpful I have phoned waited an hour to speak to someone any each time they say something different.   I hoped I could send it back to them and change the plug but this has not happened.   Any ideas  ?   I bought it from Desertcart America and they not interested  Any help would be greatly appreciated as I paid £600 for it.   Rather than lose the whole amount wondered if any one interested in buying for much less from  me ?  Thanks for any help suggestions etc.. 

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2 months ago
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PixiefairyNew Member
asked in Ask the Community
why is the customer service so awful for brand Dyson

Has anyone had a problem with the customer service, I was spoken to yesterday in a manner which is highly unacceptable. Worst experience ever. 

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Jack
Dyson Community Manager
2 months ago
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RutujaNew Member
asked in Ask the Community
dyson airstrait

How to order Dyson airstrait from Japan store to India?

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Jack
Dyson Community Manager
2 months ago
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Ruby CHNovice Member
asked in Tips and tricks
Disappointed with no update with my Exchange Order - Already waiting for Two months

I was very Disappointed. As I returned my unit to Dyson warehouse on July and until now (end of Sep) I still now yet received my exchange unit. I try to contact Dyson Live Chat, through Call customer service, and also email. All I get is the same respond is waiting and will get back me later. Then no more update for my case.I would like to know how to feedback to Dyson so then it can expedite my case. 

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2 months ago
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Dave CGNew Member
posted in Ask the Community
self cleaning cycle not working

I use the cleaner until i get the flat battery warning.I do everything to the letter as far as cleaning the tray emptying the dirty water refilling with clean.I put the unit on charge , I  press the correct buttons in the correct order ...all i get is the flat battery warning (Dysons instructions are”the wet cleaner cleans while charging”) It appears to start after part charging, is this the process I should follow ?,I have read every instruction video and written instruction by dyson and part charging is NOT mentioned.Please do not refer me to the help desk..they are useless. I have watched the instruction video(you know, the nice lady in the white pants) many times she  cleans the machine press’s a button and it self cleans.     B.S.Help please

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2 months ago
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BobMoranRookie Member
posted in Ask the Community
Hi there, I just washed the filter on my V11 vacuum and it immediately started showing the need to wash it again after running it for only 20 min. Would it help or hurt if I soaked the whole filter in water for about an hour before rinsing it clean?

I have a V11 absolute model that’s 4 years old.  Every once in a while I notice the frequency that the “filter needs washing” alert comes out increases to the point where even after a rinse/wash and complete dry, it comes on during the first vacuum session.  The last time this happened over a year ago, I brought it for deep cleaning.  The frequency reduced.  Now, over a year later, it’s happening again and after just washing/drying the filter, the alert came on after 15 min of use.I’m thinking of doing my own deep clean, i.e. soaking the filter in water (no soap, just water) for an hour or so, and then go through the normal rinsing process.  Would that help or hurt the filter? 

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2 months ago
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JFos123New Member
asked in Ask the Community
DYSON LOST - Terrible Customer Service - Please help

I ordered the Dyson Airwrap for my mother’s birthday on the 13th of September under the promise of it arriving the next day. The parcel was only dispatched on the 16th of September through Parcelforce with it being out for delivery on the 17th. My parcel has now been ‘out for delivery’ since the 17th of September. I’ve reached out to Parcelforce twice with them finally confirming that they had lost the package and my only solution was to contact Dyson as the sender. I reached out to Dyson on the 23rd of September, with them confirming that my parcel had indeed been lost and that their investigation team would reach out within 5 days with a resolution. No such emailed arrived.  Reaching out to Dyson again, I was told that I had to wait another 5 days for their investigation team and that this time they would ‘definitely start the investigation’. I only received an update from the investigation team on the 1st of October saying they had finally started the inquiry.  I have not received a

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Jack
Dyson Community Manager
2 months ago
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learogNew Member
asked in Ask the Community
New Dyson Purifier Hot+Cool™ HP09 Formaldehyde (White / Gold) plastic burnng smell

Hi ,I purchased the above unit and it arrived yesterday - i unpacked and correctly fitted the inner and outer filters, then after a while i noticed an acrid plastic burning smell. I had to turn the unit off. one at a timeI removed all filters = no smelli added just the white paper outer filters = no smelli added just the blue plastic inner filter = burning plastic smell.I contacted online support and they kindly shipped a replacement filter , but this appeared to be only the outer filter.I went back to the support desk and they advised that the inner blue filter is no longer needed , as it has been integrated into the new outer white filter - can you confirm this is correct please ?regardsLea

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2 months ago
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rdukesRookie Member
asked in Ask the Community
faulty straigtner battery

I am absolutely disgusted with the quality of  Dyson straighteners. I have only had mine 2.5 years and the battery has been slowly dying over the last couple of month, I had a ‘chat’ with Dyson last week who were adamant that there was nothing they could do aside from charge me £100 to get it repaired or replaced or offer me 25% off if I bought another, which is an insult. Having already spent a considerable amount of money to buy it in the first place, I am not prepared to waste any more money on this product. Towards the end of my ‘chat’ the customer service person agreed to Dyson ‘ having a look at it’ It was collected and I’ve now had emails saying it is not even repairable- Dyson must be aware of the faults with their product as there are many forums where people are complaining about the quality, batteries dying and many more. It’s disgraceful that Dyson are happy to sell these straightener at the price they do, knowing full well they are likely to fail in one way or another. I a

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2 months ago
Stuart
Dyson Community Manager
StuartStuart - Dyson
published in Tips and tricks
Dyson Supersonic™ hair dryer: Styling guidesTIPS - HAIR CARE

Want to watch a quick, step-by-step guide to achieve your ideal style?  The Official Dyson YouTube channel hosts a vast array of content which is designed to help you do exactly that.Each of the bespoke videos not just help you to achieve your style but shows you exactly which Magnetic styling attachment that was used and how to use it effectively.To get started, simply choose the video that suits your ideal style or visit our Dyson YouTube channel and use the on-screen search option or navigate through the playlists to start viewing more tutorials and insights for creating your look. The Flyaway attachmentUse the Flyaway attachment to finish your desired style.  Bantu knotsCreate sharp knots with curly hair using just the Wide-tooth comb attachment. Everyday blow dryAdd natural volume and create flicks using the Gentle air attachment, Smoothing nozzle and Flyaway attachment. Defined curls and waves Create defined curls, and add volume and shine using just the Diffuser. Volumised blowo

22392
Jack
Dyson Community Manager
2 months ago
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