Dreame Technology

Purchases vacuum in November 2025. Received and setup as it immediately had problems returning to dock. Went overseas and upon return the wife told me it wasn’t working. Robot kept having difficulties recognizing that the mop pad it had just cleaned was detached. It was unwound as I am guessing it lowered for cleaning and would require… Read more

intervention each and every clean. Multiple calls to customer service and always had to follow up myself. Finally told them (after resetting the robot as they requested) that it wasn’t working defective and they needed to fix it. Again, I had to make several calls to get a return label and had to go buy my own box to package everything up so it wouldn’t get damaged. Over a week after sending, I had to follow up to find out it was received. Received a notification that “Good news! Your repair is to be finished this week”. I again had to call and find out why I heard nothing about the status of the repair or if the robot had been sent. Every time I needed an update I had to call, even though I expressly asked to be kept up to date about what was wrong with the device. Finally, since they didn’t respond on the repair they stated a 15-30 business day for credit back to my account. Two days now since I provided the bank details and was literally told on the phone that I was speaking to customer support and the refund was a different dept “Customer Service”. Catch is, you they do not have a phone number and you can’t get transferred to them. Flawed product, support, repair, and business Caveat emptor!

After following up with Dreame about not receiving my robot vacuum cleaner, I was informed that it was now out of stock and they were unable to tell me when they could supply it. As I really need to purchase a vacuum cleaner as my old one has broken, they agreed to refund my money within 14 days. It’s now been over 14 days and I still haven’t… Read more

received my refund. I’m extremely disappointed in Dreame as I’d researched vacuum cleaners extensively and was very excited to receive the Dreame having always had a different brand previously. I can only hope I don’t have to contact consumer affairs to get my money back so I can finally buy my new vacuum cleaner. Needless to say it won’t be a Dreame.

Absolutely Appalling Customer Service The worst customer service experience I have had in a very long time. I ordered expensive accessories from Dreame and then heard nothing. I had to chase the company myself, only to be met with a seemingly endless cycle of delays, excuses and repeated questions. It took an unacceptable three months for my… Read more

accessories to finally arrive. What made the experience even more frustrating was Dreame’s constant emails asking me for the same information repeatedly, despite me having already provided it. It felt like a deliberate tactic to drag the process out and wear the customer down until they simply gave up.

For a premium-priced product, I expected premium customer service. Instead, I experienced poor communication, unnecessary delays and an incredibly frustrating support process.

The vacuum may be good, but the customer service is absolutely disgraceful. I would think very carefully before spending your money with a company that treats customers this way.

Absolutely horrible! My vacuum stopped working within a few short months. Sent it away for warranty. Received no updates for 8 weeks. Finally received the device back and it’s completely trashed. The service warehouse damaged it with sticky tape… Read more

and scratches and left it filthy! When I sent it up it was as if new out the box. The guy who collected it even made comment that it was the cleanest vac he’s ever seen. Emailed the company about it. Got the run around for 2 more months with pathetically slow responses and continual attempts to “close the case” without any follow up. They decided that sending some detergent, mop pads and dust bags would fix the problem… they then said that they didn’t have any stock of the detergent and would sent mop pads and dust bags.. parcel arrived with only 1 dust bag… they then sent me an email telling me it was dispatched 2 weeks after I’d received it. The communication of this company is atrocious! The old ignore and hope it goes away technique! DO NOT BUY!

Order not delivered and retailer refused to take responsibility I placed an online order with Dreame Australia on 27 December for a robot vacuum… Read more

cleaner, with an advised delivery date of 30 December. As of today, the item has still not been delivered.

I contacted Dreame via their online chat service to request assistance. I asked that the matter be escalated internally, with one of the following outcomes: confirmation of a courier investigation and delivery timeframe, shipment of a replacement unit, or a refund due to non-delivery.

Dreame repeatedly stated that delivery was the courier’s responsibility and advised me to contact the courier directly. They declined to escalate the matter or provide a resolution, despite the significant delay.

Under Australian Consumer Law, the contract is with the retailer, not the courier, and the retailer remains responsible for ensuring delivery within a reasonable time. As no resolution was offered, I have lodged a chargeback with my bank for non-delivery.

This review relates to the ordering, delivery, and customer service experience. I am unable to comment on the product itself, as it was never received.

We have a Dreame L10s Pro Ultra Heat Robovac which is less than one year old. It was doing a pretty good job initially but now it's terrible. I think it's because the sidebrush needs to be replaced but it has been out of stock for months. We have… Read more

contacted Dreame and they take weeks to get back to us but then just provide the ling for the "soldout" product. They suggest we buy the kit which is $150 vs $39 for the side brush. I haven't been able to get any resolution. Meanwhile, the product is gaining dust in the corner of the room. Appalling and highly disappointing for a premium-priced product.

After a year my L10s Ultra Heat developed an issue where the robot would keep saying, wheels are suspended please place the robot on the ground. Anyway I looked underneath the robot and could clearly see a faulty cliff sensor. Seemed to have corroded. Here is the timeline for me in WA. 06/10/2025 lodged claim online 06/10/2025 received an email… Read more ·  1

to follow troubleshooting on checklist. Completed and returned. 07/10/2025 received a Australia Post return label 08//10/2025 Posted item No other comms from Dreame. 17/10/2025 Received notification from AusPost item was being sent back. 20/10/2025 Received Ronnie back.

Obviously with all the bad reviews online I didn't have any confidence I would get Ronnie back within that space of time.

Now it seems local repair agents exist service has improved significantly.

Ronnie is back in order. I checked to make sure all screws has been put back and seems they were.

So my 5 star review is purely based on the speed and resolution to my issue.

My advice: Complete the checks / video / troubleshooting they ask. Quickly respond to their requests Post item back promptly Include all accessories.

So now let's see how long Ronnie lasts now.

Update:***the full refund was issued **** It’s good until it works. Once any problem the customer care is totally useless and dodgy. They just waste your time with polite emails. No actions! No solutions! I have been waiting for a response for over a few weeks. Show 8 replies

updated review- customer service good and issue sorted – After leaving a review previously about service and the product i was finally contacted by someone who was more then accommodating in assisting help with my product. i was offered a new vaccum and have been emailed and updated through the whole process appreciate being followed up and my issue sorted. Show reply

Useless. Selling products they don't have in stock. Take over a month to decide they don't know when stock will be available and finally offer a refund. Say it's been processed but it will take 14 days depending on the banks. This is 2026, no banking institution takes up to 14 days to process a transaction. Absolute liars and totally untrustworthy.

⭐️ 1 star — The worst online shopping experience I’ve ever had. I honestly don’t think I’ve ever experienced customer service this poor from an online retailer. It took around 10 emails just to finally get a response confirming that the item I ordered was out of stock, with no ETA whatsoever for when it would actually be available. I had to… Read more

repeatedly chase for basic information that should have been communicated to me in the first place. To make matters worse, I’m still waiting for my refund from 14/8. It’s now 25/8, and despite all the back-and-forth communication, I’m still out of pocket with no clear resolution. The lack of communication, transparency and urgency has been incredibly frustrating. If an item is out of stock, customers should be told promptly and given clear options — not left to send email after email just to find out what is happening. Based on my experience, I would not recommend ordering from Dreame. The product may be good, but the online shopping and customer service experience has been absolutely appalling.

I got a Dreame L40 ultra back on the 21st of April 2026 it worked well until the 2nd of June 2026 when it totally became unresponsive. So on the 3rd of June after trying everything i could to get it to work i emailed them. After 2 weeks nothing so i found a second email address to contact them a week later they got back to me telling me they… Read more

couldn't help me on this email address i would have to contact the first email address again so i did. Fast forward to the 14th of July when i got to send it back to them to check.

Fast forward 12 weeks of me email them with no help and little reply they tell me that their service repair centre is to busy and over run that they would just send me out a new one. That was on the 7th of August today is the 20th of August no replacement and when asking for tracking numbers etc they tell me i would have to contract amazon as they are the ones sending it out. So of cause i contacted amazon to which they said they don't do that.

So now i am out of pocket with no longer having a robo vac because apparently they have got it and i don't know what to do after 12 weeks over 3 months i am still trying to get whats mine. i am about to loop in ACCC i would be very cearful about buying products off them. their is no help after things go wrong and they will make you jump though hoops and try and blame others.

I returned my Dreame robot vacuum for repair as the side brush stopped working . It was 6 months old . It has since disappeared into the abyss and customer service after promising to replace it with a new one have not done so . Terrible terrible service . I will never ever buy a Dreame product again .

A few weeks out of warranty machine stops pumping water. NO EXAGGERATION- 55 emails later. Finally they agree to fix. I send it in pristine condition in all original foam and boxing hardly used. COUNTLESS emails to update me. 2MONTHS later still not returned/fixed. Complaints for refund. Finally it is fixed and sent back. SCRATCHED,… Read more

FILTHY, STICKERS SCRATCHED OFF, AND CONVENIENTLY THE SERIAL NO. REMOVED AND SCRATCHED OFF! The state my machine was returned- thrown in a box with bubble wrap and no padding or foam, my original protective box within original outer box no where to be seen. Wet and dirty and stinky with some old mop pads, not mine, and sediment in the waste tank. Absolutely disgusting. Like many reviews here they did not care and kept on about me havibg to prove it's not my machine by serial number. They must scratch off any serial numbers at the repairer in Queensland on purpose. They did not care at all, did not take responsibility and the stupid email responses when I did complain were as though written by school kids. RUN FROM THIS COMPANY! They will take you thousands and then that is it. Believe the other people here.

Horrible, horrible service, I would never recommend the product or company to anyone. All I needed was a replacement filter it took 77 days for this issue to be resolved and go figure the day I put in the new filter another issue has arisen, I will be returning this product as I don't think the next item will come quicker. As someone who runs… Read more

their own business and is in sales, it's no hard to do the job correctly but in this case it was ridiculous. I have never come across a company who is more incompetent. Highly recommend the company takes a look at the way their company is being managed. I will be putting this review publicly so others can be warned. I also had to return the robot 1 month after I got it last year due to other faults. As someone who gives out reviews often, I never give 1 star, if I could give 0 stars I would.

WARNING - DO NOT Purchase a product from this company. I purchased a Dreame L10s Ultra Vacuum and Mop Robot cleaner and paid $2,299. Not long after the 2 year warranty ran out the machine began to go round in circles. This machine had only done 50 hours of cleaning and it did NOT clean the rug well as they claimed it would. The company clharged… Read more

me $99 for a quote that took 1 month to recieve and only said it would cost $400 to repair, no details as to what the repair work was to be. Long to short - It took $500, 64 EMAILS AND 5 MONTHS before I recieved my machine back. Every time I contacted them they just said the machine was in the repair shop and I should be patient!!!! 5 Months! Worst company to deal with, no communication at all.

I purchased a Dreame L10s Pro Ultra Heat in late 2025. It developed a fault and was sent for repair in late May 2026. After three weeks of waiting, I was told the repair centre no longer supported Dreame repairs and had suspended all work. There whereabouts of my vacuum is unknown and it seems Dreame do not have a repairer in Australia. Under… Read more

the Australian Consumer Law as my vacuum was under warranty, I am entitled to choose between a refund or a replacement of the same type. I chose replacement but was advised the model is now discontinued and cannot be replaced. Dreame recommended two comparable models however will not honour a replacement, only offering to refund me. As this unit was purchased on sale, I am unable to repurchase a comparable vacuum without adding considerable money to cover the balance.

We are at a standstill and I am receiving conflicting responses from various members on the team.

A truly disappointing experience with the Customer Service team. I will update this review if resolved.

Update: they wore me down and I accepted a refund. Utterly disappointing experience. Would not recommend purchasing directly or via Amazon. You may have better luck through a retailer who will deal with warranty claims for you.

I bought a brand new machine December, it was not working properly from the moment I got just rubbish. Dumping piles of dirt around the house instead of the home unit, starting a clean to saying it was complete within 30 seconds of leaving it’s home, skipping parts of the rooms, I’ve been in contact for six months with them constantly telling me… Read more

it’s a setting issue. After a phone call last week, and a repeat phone this week cos no one gets back to you, they have said there is an issue with the sensor and the machine is classsed as dead. No offer to replace and resolve the 6 month headache - just a refund and I have to return the machine and be left with no product. DISGUSTING SERVICE - SHOP ELSEWHERE ABD AVOID THIS RUBBISH BRAND

I bought a hair dryer days ago and it still hasn't arrived, I contacted Dreams and they don't solve the problem. The service is terrible, long waiting time and after purchase assistance. I'll never buy anything from this store again

Honestly the worst experience with customer service and warranty period. I have owned the vacuum for 6 months and so far only been able to use it for 2 and half a months. First warranty issue was in the second time using it and took 7 weeks to get repaired and sent back and now the second warranty issue is still ongoing (9 weeks and counting!!!!).… Read more

Emails take days to be replied to. I have asked to a refund numerous times and the robovac machine is obviously not fit for purpose but they ignore and just continue to push repair and said they would send two bottles of cleaning solutions. I will never ever buy a product from this company again and recommend no one ever does.

Worst customer service I have ever experienced EVER! I purchased a robovac that did not come with a detergent dispenser (all the other models do). i rang their customer service who took nearly a week to come up a solution which was: We are emailing you a link to pay for one and we will ship it. Another week goes by - no email, despite requesting… Read more

and following up by email. Their response was "whats your order number" I don't know how many times I told them there is no order number just an email saying we'll send you the link. I even sent them the email. Then another gent got involved and kept asking the same thing. Now I had to respond to two agents with the same answers. Another week goes by. A local rep got involved (rep for JBHIFI) and two days later the link comes through promising immediate dispatch. i waited a week, no part. Followed up with emails no part, so requested a refund, response was "Whats your order number" here we go again I thought. Yep back and forward asking for order number that didn't exist. I took the robovac back and got a refund. Two days later the part arrived. The email saga re-commenced and ended up with an agent saying please contact Dreame Aus for help. talk about passing the buck They don't know their butt from their elbow. Pity as the vacs are great

1 Star. I reported faults with my Dreame X50 Ultra in October 2025 and spent months providing videos, photos and evidence of issues including docking failures, mapping errors, wall collisions and mop pad faults. Instead of resolving the problem, I was passed between multiple staff members, repeatedly asked for the same information and forced… Read more

into months of back-and-forth emails. The customer service experience was far more frustrating than the actual faults.

For a $2,500 machine, I expected much better support and a much faster resolution.

Avoid at All Costs I have had three upright vacuum mops from Dreame over the last five months. All three have failed within 1-4 weeks of opening the box. The first repeatedly told me to fill the clean water tank when it was already full. The second two repeatedly told me to empty the dirty water tank when it was already clean, dry and empty. Their customer service is absolutely abysmal. I will not be buying any appliances from them again.

Bought a Dreame R10 Pure Cordless Vacuum Cleaner, suction was good the first 3 months, slowly it become lesser and lesser power. Contacted Dreamer customercare@dreame.com.au and did not get any reply at all. I should have bought a Dyson instead