Review Time
I am genuinely shocked at how poor the customer service from Dyson UK has been.
I ordered a Dyson Airstrait (Amber Silk) and paid for next day delivery because it was a time-sensitive birthday gift. The entire reason I selected and paid extra for next day delivery was to ensure it arrived the following day. It didn’t.
It has now been over a week and I still do not have my order.
I have called Dyson three times and used live chat once. Every single time I’ve been given different information. One person told me the parcel is lost. Another told me to collect it from the Coventry delivery office - which is nearly three hours away from where I live. Another told me to wait 5 business days for an update, despite the fact I’ve already been waiting over a week.
I was told a complaint would be raised with Parcelforce. No update.
I was told a line manager would call me back. No call.
I was repeatedly told to “wait.”
There has been no accountability, no urgency, and no clear communication. On top of that, I’ve experienced rude and dismissive behaviour over the phone, which made the situation even worse.
This is an expensive, premium product from a brand that prides itself on quality and innovation. The customer service I’ve received has been anything but premium. It has been disorganised, inconsistent, and completely unacceptable.
If this is the standard of support after they’ve taken your money, it’s deeply concerning.
Extremely disappointed.
Absolutely the worst customer service I've ever encountered.
Simply just trying to get a refund for a returned product took over a month of being fed lie after lie.
Didn't even get a reply from an official letter of complaint.
Dreadful experience.
I thought Dyson was a serious company that cares about its customers and can be trusted. I was very wrong.
At the beginning of January, I returned an unused Dyson Airwrap. As of today, we still have not received a refund. Today is February 4th, 2026.
I have spoken to Dyson customer service by phone three times. Each time I was promised that the refund would be processed. Later, on two separate occasions, I was told that the product is already in the warehouse but has not been scanned.
This situation is completely unacceptable. Holding a customer’s money for over a month with repeated excuses and broken promises shows a lack of professionalism and respect.
Based on this experience, I can no longer trust Dyson as a company.
We’ve been loyal Dyson customers for years and owned four of their vacuums. The V15 was by far the best we’ve had. The V16, however, is a huge step backwards.
Despite the premium price, it fails at basic cleaning. It doesn’t pick up debris properly and requires repeated passes over the same area. Performance is noticeably worse than the V15.
On top of that, the machine constantly thinks it’s blocked when it isn’t. Everything clean, no obstruction, yet it repeatedly cuts out. It turns a simple task into an annoying, stop-start experience.
This feels like a product designed by marketing rather than engineers. More sensors and features, but less real-world performance.
At £900, this is not acceptable. Dyson appear to be trading on reputation rather than delivering quality.
We won’t be buying Dyson again.
I bought a vacuum cleaner from an outlet on an online platform. Just days later, the price dropped by £32.50. When I reached out, they refused to issue a partial refund and insisted on a full return. The return process is intentionally frustrating—they only provide a QR code for a courier service, requiring customers to take the vacuum to a pickup location. There’s no option for collection. I decided to buy a replacement from them, but it arrived in poor condition: ∙ The power head didn’t rotate properly ∙ The fuzzy head attachment was incompatible with the model I received After several days of follow-up, they finally apologized and promised to arrange a direct courier exchange. However, nothing ever came. I contacted them again, but there was still no courier, support, or resolution. Now, I’m left with two faulty vacuum cleaners that I didn’t want. They made an exchange offer but failed to act on it despite my numerous attempts to get in touch. It seems that customer service is handled by an outsourced team rather than directly by the company. I strongly advise against this seller. The mix of price manipulation, unwillingness to offer reasonable solutions, lack of quality control, and almost non-existent after-sales support has made this a thoroughly frustrating experience.
What has happened to the customer service? No one answers the phone, and the chat feature on the website is unhelpful. I repeatedly explained my issue, which stemmed from them not including my full address on the package. It sat at my local depot for two days before being returned. They refused to let me reorder until they received the original item back, even though I had never received it. I ended up purchasing again, which left me out of pocket, and while I eventually received a refund, the representatives I spoke with seemed clueless, merely echoing my concerns without offering any resolution. I'm frustrated with the lack of UK-based customer support from companies these days; I will consider other options next time.
I purchased a vacuum cleaner and found it to be unsatisfactory after just one use. I attempted to initiate a return online, but faced delays and received an email informing me of the hold-up. I spent a considerable amount of time on the phone, including one day for 50 minutes before being disconnected, and another hour the following day. I was assured that a pick-up would happen today, yet I have received no updates from the delivery service or the company. When I reached out for assistance online, I was met with unhelpfulness and no reference number for the return. I am baffled by how this company continues to operate, and I will not be purchasing from them again. I've been trying for over two weeks to return this item and I'm feeling utterly defeated!
Extremely disappointing customer support experience. I was billed twice by their website for a heater, and ended up receiving two units. It was a significant hassle to return the extra one, and I still have not received a refund after three weeks. This has been my first and last interaction with this overpriced brand that seems more focused on profits than on customer satisfaction. I strongly advise against using their services - they show little regard for customer care. Additionally, the heater itself is not impressive either!
My husband ordered a special gift for me with next day delivery for Christmas, but it didn't arrive. After 48 hours, we reached out to the support team, only to find out the order hadn't been processed. We were told that if he placed the order again, it would be guaranteed for next day delivery, so he did, but the same issue occurred. After placing the order a third time, we were assured it would arrive on December 23/24, but nothing showed up. A representative informed us it was still in the warehouse and wouldn't be processed until after Christmas. I was not allowed to speak to a manager, and when I expressed my frustration, I was told to cancel the order, which we did. We were then informed that any refund would take 5-7 days. Now we are left without a gift for Christmas and are waiting for the complaints department to get back to us, which could take up to 7-9 days. I would never recommend using this service again due to the lack of communication and the poor customer support we experienced.
I received a refurbished unit despite paying for a new one. The seals were broken upon arrival, and it had stickers from its original sale in a different region, along with noticeable scratches. When I tried to use it, it leaked water everywhere, and the dirty water tank was completely empty. I contacted the support team for a refund and return, but they refused to help because it didn’t include the free accessory that was supposed to come with it, and then they disconnected the call. This has been a frustrating experience, and cleaning up after the leak was a nightmare, leaving my items soaked. Very unimpressed.
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