I have never written a negative review before to start off but this experience is like no other.
We bought a Dyson vacuum is July 2024. The machine had problems starting a few months in and completely stopped working by 6 months. We were diligent with cleaning the filters etc. The machine was faulty. We called customer service and they agreed to send us a new machine. However it would take 18 days for them to ship it once received. So after waiting over 3 weeks another machine was delivered. The “new” machine that was delivered came with a damaged box and there was evidence the box was previously opened. I called customer service again that evening and started the exchange process again. Even though they sent me an opened/possibly damaged product I still had to wait 18 days to get a replacement and there was no way they could do anything faster. So fast forward another 3 weeks I get another machine delivered. This “new” machine was sent in the exact same damaged box and previously opened. They sent me the same one back I had sent them 3 weeks prior you could even see where there was a new shipping label placed over top the old one. I called again and asked to speak with a manager. The gentleman I spoke to before I actually got to the manager after 30+ min on hold was actually very nice believe his name was Johan. I speak with the manager who didn’t even provide his name. Very rude individual. He told me that I was the problem and needed to either except the product that came in the same damaged/open box or I would need to complete the exchange process again. He claims the serial number is different on this machine I received but I find that hard to believe given it was sent back to me in the same damaged box. I asked for an expedited exchange since I had been out of a vacuum for 6 weeks he told me “that is never going to happen”. I asked for a refund he told me he would not give me a refund either since I bought it from another vendor which would be outside the return window now. He said they are allowed to send opened products to the customer for an exchange. Now I’m forced to accept an opened possibly damaged product unless I want to wait another 18 days when they will probably send the same garbage back to me again.
