Hello,
My name is Dayoung.
I purchased a Dyson Airwrap on November 23, 2023, in South Korea.
Unfortunately, my husband, who serves in the U.S. Army, received orders to relocate to Hawaii. Because of this, I contacted Dyson customer service on November 19, 2024, to request an exchange from 220V to 110V. On November 21, 2024, I received a response confirming that an exchange was possible. To be sure, I rechecked with another customer service representative on December 20, 2024, and they also confirmed this.
I moved to Hawaii on December 13, 2024, but since there is no Dyson store in Hawaii, I had to reach out to customer service again. I exchanged multiple emails with a representative, but they kept telling me to "wait."
Frustrated, I called the customer service center on January 17, 2025, and they finally provided me with a shipping label to send my Airwrap to Las Vegas. However, after a few weeks, I received a call saying that they could no longer exchange my Airwrap because the policy had changed just two weeks ago.
Are you kidding me?
I called customer service again, but they sounded like AI, simply repeating that the policy had changed and they could no longer exchange my device. Then, they told me to wait another three weeks because the policy might change again.
This is completely unacceptable. I originally requested the exchange in November 2024, when the policy still allowed it. It is unfair that I am being denied the exchange due to a sudden policy change after I already followed all the required steps.
I have wasted so much of my time trying to resolve this issue. I need a proper solution immediately.
Please respond as soon as possible.
