Help me with bloody awful Dyson customer service

[Ineedcoffeenow]

My Dyson hairdryer stopped working mid January. It was still in warranty. It was collected by DPD on 18 January. Dyson claim that it never arrived at their depot. I have proof of collection. I have made numerous calls, but each time I’m told they need 48 hours to investigate and they promise to call me back, but they never do. I’ve just had the 3rd person promise this, and I don’t have much confidence that they will do as they say.

Any suggestions for how to deal with them? I’m really fed up.

Bump. Just been reading so many reports of terrible service from Dyson. Given the price of their products, I’d assumed they would be OK

It doesn’t help you right now I’m sorry, but I have found Shark customer service to be excellent (one for the future, maybe).

If send an email every single hour to their customer services. I’d also ring back and tell them you want to go higher until it’s sorted

Thank you. I’ve just been looking at Shark hairdryers and they do look good. The woman at Dyson I just spoke to was very curt with me. I’m going to try to figure out X/Twitter to see if I can message them.

Don’t do this! Your email will go to the back of the queue because it would be the newest in the system. Definitely contact via twitter I’ve had a much better response from them on there

I’m embarrassed to say that I don’t know how to use Twitter….I’ve currently got DD1 on WhatsApp to help me. I’ve posted and they’ve said to DM them, but I can’t figure out how to do it.

I’ve found shark to be brilliant too actually. Dyson were pants years ago when trying to fix a cordless so I gavee we up and switched. Not regretted so far.

I had terrible problems with their hoover . Bought new and just wouldn’t suck . Customer serviced sent a new part ( there’s no engineers to help ) . That didn’t work . They didn’t offer anything further and I eventually chucked the thing out vowing to never buy another Dyson hoover .

@Secretseverywhere Glad to hear that you have found the same.

As as example (and this was helped by buying it directly through them) a part in our vacuum cleaner broke but they didn’t have that particular part in stock… So they just sent us a brand new vacuum cleaner free of charge. It was a newer model too.

Honestly, I can’t fault them. I’d never go back to Dyson.

I’m feeling very ripped off. I paid £400 for the Dyson hairdryer, but Shark look good and at half the price. I know what I will be buying next!

I bought a fan at £400 and after a few weeks it started cutting out intermittently, reported and they wanted to fix it, I requested a new one. Out of stock for 6 weeks, then new one arrived. Two weeks later same fault. Contacted them and said I wanted a refund, they refused as ‘outside’ the exchange period.
i kicked up a fuss, and after a while said I wanted it escalated and lo and behold they are now going to refund me.

I have several Dyson products but this has put me off buying from them in the future.

DH volunteers at a local repair café. More Dyson electricals are brought along than any other make.

I’ve got through to them on Twitter with DDs help. I’m not holding my breath that they will do anything.

I also have a shark hairdryer and it’s very good!

Try emailing the CEO. I do this if I don’t get anywhere with a company. I used to work in the CEO office of a big company and most of them have a team to deal with complaints like this.

I had the same with Dyson - they never did find the item I had sent back to them and I had to write off a very expensive vacuum. TBH It was like Triggers Broom by the end (if you know you know!) - that many parts had been replaced within the first year. Will never buy their products again.

The only product I'd buy direct from the manufacturer is shark/ninja as their customer services are excellent. Having had terrible experiences with kitchenaid, valentino, Leisure and others I would always buy from somewhere like John Lewis as they refund under consumer law and chase the manufacturer for you. I've found the manufacturers don't want to know when there's a problem

I don’t think that’s strictly true about John Lewis - over a certain age you’ll be referred to the manufacturer directly - my Dyson was from JL - past the 1 year warranty i had to deal directly with Dyson

When you buy something your contract is always with the retailer and any rights you have for a remedy should be undertaken by them. It is them you would go to regardless. Sometimes they refer you to the manufacturer as their process can be quicker, and more thorough (Apple are an example of this) but ultimately the buck stops with whoever sells you the product.

Any manufacturer’s warranty is over and above you statutory rights and the manufacturer can impose any terms they like on it.

In OP’s case it’s not clear whether she purchased directly from Dyson, but it’s irrelevant anyway as they had agreed to deal with it under warranty and the issue is that it’s gone missing so they need to help her.

This exact thing happened to me last year and made me ill with the overwhelming stress of contact/claims of not collecting etc. If I had not insisted on proof of collection and scanned and sent after using twitter I would be 400 pounds down. They apparently don’t scan them in at collection properly and it causes this repeated problem. Hideous and worryingly often…good luck.

Thank you for those further messages. I got an email today saying that they had located my hairdryer and it was being fixed. Time will tell whether it actually gets back to me! I will be buying Shark when I need a new one.

Look up CEO email in google of Dyson and then email them see if that helps

This is premature advice, but if it doesn’t get sorted soon, I suggest contacting Citizens Advice and maybe also Trading Standards. And do keep a record of all your communication with Dyson. Good luck!

ETA: Also worth contacting consumer advice columns in the papers e.g. the Guardian, Telegraph, Sunday Times.

Is it different from the one already posted?

OP - did they say that it had, in fact, arrived at their depot and explain why they claimed previously that it hadn't?

You can't contact Trading Standards directly now. You have to go through the CAB, who decide whether to pass your complaint on to TS.

I have been chasing a mobile phone refund since December. I have contacted them so many times. I Googled and saw that lots of people had the same issue. I read two pieces of advice, which I followed. Firstly, I emailed once more, telling them that I'd been chasing too long and if they didn't refund me very soon, I'd initiate a chargeback with my bank. Secondly, I left a through, factual, very negative review on Trust Pilot. I'm not sure which one worked, but I had an email apologising for the delay and offering me two different refund options, and a reply on Trust Pilot. Given that I've been trying to get a refund for almost 3 months, it's interesting.