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VarunSydney, NSW
Poor Customer Service
Recently got my Dyson vacuum serviced, called to request if machine can be sent to work address.
I was told before it gets shipped out, someone from customer service will be in touch, no one called and on the next day machine was delivered to Australia post's distribution center which is 15kms away from home and only operates Mon-Fri (7-4pm).
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Done with Dyson
My experience with Dyson vacuum cleaners was great until I purchased a stick vacuum, first one didn't last long, maybe 12 months, I thought it was just bad luck and purchased another. after less than 12 months it started playing up just like the previous one, unfortunately I didnt do anything until after the warranty expired however on calling Dyson they agreed to give me 10% off my new one but didn't admit there was an issue with their stick cleaners. Number 3 and guess what!
same issue, starts, stops, starts, and stops permanently, all this ...Read more
1 comment
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I love Dyson vacuums AND the service support team
I own two Dyson vacuum cleaners - which I love. Both aging, but still performing brilliantly. I have now had two engagements with the support team on the phone, one a few years ago and one a few weeks ago. I am writing to say that the support people are fantastic. I got sound advice and was able to purchase parts to do my own repair (replace battery pack). The parts turned up very promptly (I am in the bush, so this was noticed). The parts were well packed and easy to install. Please thank the team for me! I am so impressed with the quality of the products and the professionalism of the support team! Joe
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Dyson has got a really good reputation
Been using our two Dyson vacuums for years and the batteries went out. They were also out of warranty. Called up Dyson and they sent us new ones, free of charge!!
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DaveSouth East Queensland, QLD
- 10 reviews
We own 2 Dyson Products. We are a Fan.
Good Afternoon -- I would like to say - the last 2 weeks I have been dealing with your Customer Service Team - I must say - as a Customer who owns 2 Dyson Products - The Service and communication has been 5 Star Plus - I hope this feedback can be given back to the Team. You have already won me over as a customer because of your products, but now you have me as a Customer for Life. Thank you. Dave
1 comment
Dyson Team ..Dyson
Thank you so much for your feedback Dave, we are so pleased to hear we were able to help.
We'd be happy to pass your feedback on, do you have a reference number for your interaction with us so we can pass this on?... Read more
If we can ever be of further assistance please don't hesitate to reach out. We are only happy to help.Similar opinion? Write a review on ProductReview.com.au!
Luke C.Greater Melbourne (Metropolitan), VIC
Worst customer service experience.
Item returned to sender with an alleged wrong address which was not the case. Dyson said they had issues with Australia post not delivering items, them proceeds to rebook delivery with Australia post.
1 comment
Dyson Team ..Dyson
We are sorry to hear of your experience. While Australia Post handle the majority of our deliveries, the bu;lk of these get delivered through to our Dyson Owners with no difficulties.
We are confiden... Read more
t the rebooked delivery will reach you shortly if not already, however if we can assist further, please send your details and link to this review to auaskdyson@dyson.com and we will be happy to help.Similar opinion? Write a review on ProductReview.com.au!
Serenitys mummaSydney, NSW
- 2 reviews
Dyson customer service sets the benchmark!!!
I have owned my Dyson stand up vacuum cleaner for over 6 years now and had it serviced a few times by Dyson in those years. Every time i have had interactions with the Dyson customer service team it has been positive and easy, even while i lived interstate for a few years.
As a customer, (especially with a large purchase) you always hope that you will be supported by the company if anything was to go wrong but often this is not the case. Fortunately, i ALWAYS feel supported and valued as a Dyson customer. It is so re-assuring to know that if...Read more
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BenGreater Melbourne (Metropolitan), VIC
- 2 reviews
- Verified customer
Amazing products, abysmal service...
Never in my life have I had such an appalling experience with a company of this calibre. The problems began when I placed my first order directly through the Dyson online store (https://shop.dyson.com.au/).
I wanted to have the item delivered to my office, so I used the fields provided in the address form with the company name in address field one, and the street address in address field two. The next day I received the order confirmation email which listed the correct address. The next day I received the tax invoice and the item popped up in ...Read more
my Australia Post tracking app, however the tax invoice has completely omitted the second address field and you guessed it - Australia Post was also provided the wrong address with the omitted second address field (company name, suburb, state, postcode - no street address). Due to this systems error, the item was stopped at the Australia Post facility and returned to sender. Upset that my order was delayed because the Dyson website is broken, I called the customer care team who advised me that "this doesn't usually happen" and that "Australia Post don't allow two address fields to be submitted to their system" which are both blatant lies. System errors don't sporadically happen to some customers and not others, and Australia Post actually recommend the two address field structure for their own PO box and Parcel Locker products! And I know for a fact I entered the correct address as the order confirmation listed the address perfectly. Somewhere between the order confirmation and the tax invoice the address was butchered by Dyson's order processing systems. At this point I was also told that I'd have to wait for the item to get back to the Dyson warehouse so they could apply the correct address label and send it back to me. When I requested the order be cancelled and a new one shipped that day, I was told this would be impossible as the serial number of the unit had already been assigned to me. At this point I took matters into my own hands and asked them to just cancel the order in accordance to their return policy, and that the item was already on it's way back. I then placed another order via the website before midday - as the shipping terms promised that orders placed before this time would be shipped on the same day. This also turned out to be a lie, as the second order was delayed by over five business days. When I enquired about the delays, I was told that the same day shipping isn't possible if they've "met their quota" which happened five business days in a row. When the shipping confirmation for that order finally came through, Australia Post didn't actually receive the item for another four business days. It also took a week to get refunded for the first order. So to summarise, it took over two weeks, two separate orders, and two in-full payments, between when I placed my initial order and when I finally received the item due to system errors, corporate red tape, and incompetent customer care staff. Not the service you'd expect for such a luxury brand. This is completely unacceptable for a product range at this price point and although I think Dyson products are amazing, the service their customer care team provide is absolutely abysmal.4 comments
Dyson Team ..Dyson
We are sorry to hear of your experience and keen to look into this further and assist if this has not yet been finalised.
Please just forward your details to auaskdyson@dyson.com and we will be in touch very shortly.
Yet another cut and paste response from an unsympathetic Dyson representative. I’d rather gouge my eyes out with a stick than deal with your company again.
Dyson Team ..Dyson
We can only apologise you feel this way, it isn't how we want any Dyson owner to feel.
We are happy to look into this further and discuss if you wish. Please just send us an email, we are happy to help.
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BrianGreater Melbourne (Outer), VIC
Customer service
I would recommend Dyson to anyone their customer service is EXCELLENT
I could not be happier the lady on the phone was courteous and helped with everything I asked AAAAA+++
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CarlsSydney, NSW
Dyson refusing exchange when air wrap has ceased working altogether
I purchased a Dyson air wrap 6 months ago and it has ceased working altogether. I’ve asked if I can exchange it at the Dyson store I purchased it from and been denied. I must send it to them and be without this product that I use as my only hair dryer until they can inspect it.
1 comment
Dyson Team ..Dyson
We are sorry to hear you are having trouble with your Dyson Airwrap.
We do apologise for any disappointment, however in the event something goes amok, this is taken care of by our service centres an... Read more
d if an exchange was being processed, this would be processed at the service centre level.Similar opinion? Write a review on ProductReview.com.au!
Craig W.Sydney, NSW
Dyson badly run and managed
Purchased a v7 online .dyson got delivery address incorrect and it was returned to them .phoned and explained i need it in next 3 days .they were aggresive and implicated they were perfect and could not be their fault but would give it high priority and re contact .nothing recieved they have my money but no product .
They have angered the wrong person
This will go further
NEVER BUY OF DYSON
5 comments
Dyson Team ..Dyson
We are sorry to hear about this. The experience you have outlined is not the experience we wish to provide any Dyson owner and we would greatly value the opportunity to look into this.
If you could p... Read more
lease forward your order details to auaskdyson@dyson.com we will be in touch very shortly to assist.I have forwarded details as requested .Intersting to see what happens.
Typical All talk nearly 3 days not a whisper.Dyson are a shonky organization with no customer service whatsoever.
Dont deal with DYSON save your time and money .go elsewhere
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SueBalwyn
- 9 reviews
Too slow to refund
I returned a Dyson Hair Dryer before Christmas and now on the 24th January, I am still waiting for a refund. Each time I enquire about the delay I get a different story. It is unacceptable for it to take over a month even allowing for the Christmas closures. There is one lady that is trying to help but overall I rate Dyson as an organisation very poorly!
1 comment
Dyson Team ..Dyson
We are sorry to hear about this, this is certainly not what we would expect and we'd like to get this sorted for you as soon as possible.
Please forward your details to auaskdyson@dyson.com and we will be in touch as soon as possible.
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Trent
- 6 reviews
Great product but no loyalty offered
I have two Dyson vacuums. One is 6 years old and another 4 years old. The 4 year old stick vacuum has died and I would like to upgrade to one of the newer vacuums. I rang and they said the vacuum is close to being obsolete but because it wasn’t they couldn’t offer me a discount on a new machine. The amount you pay for these vacuums, I’m disappointed that they wont do anything to retain my business. I have to wait for a special to come up or pay the exorbitant price. Great product, crap service
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Very slow and poor customer support
Under warrenty they employ AusPost to collect the goods and deliver them to their service centre. They don't pay Auspost express service. Canberra is well connected with Sydney service centre. Any courier will deliver goods on same day if you book in the morning. At the worst it will be delivered next day. But Dyson book it under slow delivery at lower cost My purifier is delivered to Auspost Sydney centre next day. But AusPost kept it in godown for 48 hours and did not action to deliver it to Dyson service which is only 12km away. You call Dys...Read more
on they will not follow up with AusPost because their service level agreement with AusPost is only 5 to 7 working days. The same applicable for return delivery also. With Dysonturn around time for service of 5 to 7 days do not expect the equipment to be returned within 1 month.Similar opinion? Write a review on ProductReview.com.au!
John N.Hunter Region, NSW
- 12 reviews
- 13 likes
Refunds not made
I sent back my Dyson under their 30 day money back guarantee.
Even though they recieved my vacuum in December, I still haven't got a refund and keep getting excuses on when it will be there.
None of the "Customer Service" staff even bother to trace back to the Accounts department to ask them.
1 comment
Dyson Team ..Dyson
This certainly isn't the experience we expect and we are happy to look into this further.
Please forward your details to auaskdyson@dyson.com and we will be in touch very shortly.
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Lesley WhiteSydney Surrounds, NSW
Amazing
Our Animal V6 stick Vacuum decided it was not going to charge up so we rang Dyson help line they replaced battery free then the screws wouldn't do back up they sent a new body free of charge !! Amazing thankyou Dyson x this is excellent service.
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JustinIllawarra, NSW
Never order from their website.
Ordered a Dyson air purifier on the 02/01/2020 from their website. Received an email with tracking number and dispatch notification on the 04/01/2020.
Check the tracking number daily between 06/01 and 10/01 and it is still not registered with the delivery company. Contacted Dyson on the 09/01 asking if they could let me know where the item was and received a response saying that delivery was delayed due to "ongoing bushfire activity" and to check the provided link. The link indicated no delivery delays to the delivery address.
Contacte...Read more
d Dyson again on the 09/01 asking once again where the item is located and why was none of the tracking information updated. They said the package had been sent on the "04/01/2020" and "Australia post are currently not loading tracking in their system at the time of shipment due to these recent delays.". Once again blaming "ongoing bushfire activity". Australia Post said they have received "Shipping information from Dyson" but the item has not yet reached any of their sorting facilities. Dyson is blaming Australia Post, yet Australia Post don't have the package. Worst customer service I have ever received, blame shifting and using the current bushfire events as an excuse for poor customer service. Note: I have had numerous other deliveries from Australia Post during this time frame with no issues with tracking or delivery.1 comment
Dyson Team ..Dyson
This is certainly not the experience we would expect and would value the opportunity to look into this and get this sorted for you.
Please forward your order details to auaskdyson@dyson.com and our D... Read more
yson Experts will be in touch with you very shortly.Similar opinion? Write a review on ProductReview.com.au!
Tommy G.
- 4 reviews
Disgusting service
Sold me a lemon v8 vacuum, it never worked from day 1 and they keep on wasting my time on the phone sending me pointless parts to try make it work. How about you take your faulty vacuum back and give me a one that works or my money back? I have had no vacuum for weeks and my toddler is eating things off the floor.
1 comment
Dyson Team ..Dyson
We are sorry to hear you are experiencing difficulties with your Dyson V8 machine.
Normally replacement parts can solve many problems, however if these haven't helped, we can organise for your machin... Read more
e to be assessed by our technicians. Please kindly just email auaskdyson@dyson.com and we will be in touch shortly.Similar opinion? Write a review on ProductReview.com.au!
Horrible customer service
Don't buy any product from Dyson Website! This is the most horrible service that I have ever had.
I purchased the handheld vacuum which is V11 Torque Drive on 27th November 2019, but I still do not get it now!!! For the first time, they send the product to the wrong address, then it returned to the sender. I sent more than 5 emails and called them several times, they finally re-send the machine after 2 weeks! However, it is the wrong one!! I received a hairdryer! It is really ridiculous! Then I called them again on 6th Jan this year, the serv...Read more
ice person said someone will contact me and, but after two days I did not receive any call from them!!! It has been more than one month since I placed this order! I really can not understand how this happened again and again without any apology!!!!3 comments
Dyson Team ..Dyson
We are sorry to hear of this experience and it certainly isn't what we'd expect for any Dyson Owner.
We trust you have heard from our team and this is being rectified, however if not, please forward ... Read more
your details to auaskdyson@dyson.com and we will be in touch very shortly.I made this order during the Black Friday Sale period, so it should come with a free cleaning kit! But you did not send it!!!!! It's already two months since I made this order! And no one reply to my ... Read more
email!!!! I'm appalled by the lack of professionalism in your handling of my order and will leave an honest and brutal review on Google as well as all your social accounts.Dyson Team ..Dyson
We are sorry to hear about this however can confirm no emails in auaskdyson@dyson.com are over an hour old at time of writing.
Could you please resend your email to this email address and we will only be happy to look into this for you.
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Very poor customer service
Bought V6 stick vacuum cleaner about 2.5 years ago. The vacuum cleaner stopped working so I rang up customer service and was told that I didn't use the vacuum cleaner correctly, hence the battery is flat and to replace the battery it will cost me $85.00. Apparently I have to use it frequently ie. at least once a week and if I use it less frequently, I have to switch off the charger. I was not aware of this as I have not been informed when I purchased this product. The customer service staff advised me that this instructions states on the user m...Read more
anually. After hanging up the phone, I went and read the user manual, unfortunately the user does not state this so I don't know what she was talking about. I paid a fair bit of money for this product and would naturally expect it to last longer. I have been a brand loyal customer but I am quite disappointed as the company does not seem to back up their product.2 comments
Dyson Team ..Dyson
We do apologise for the misinformation given. It is perfectly fine to only use the machine once a week and leave the machine on charge between uses. This will not have a negative impact on the battery... Read more
. The battery in your Dyson V6 is a consumable item which will suffer wear and tear through usage coupled with environmental factors such as extreme temperatures, charging habits and the usage of the minimum / maximum power selection. These factors affect the battery longevity which varies amongst users and determining the length of time a power pack should last is not feasible.Thanks for your prompt response.
To be perfectly honest with you, the battery failed within the warranty period of 2 years but due to personal reasons, I did not report this to the retailer right away... Read more
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Questions & Answers
Chris T.asked
What is the point of saying to register your machine online when it clearly doesn’t work...have tried on several occasions and checked the serial number each time but it says it’s an invalid seri al number ..we bought a V7 stick vacuum from Aldi in Kingaroy on the 19/12/2019...serial number as I am reading it now is G3B-AU-MJR7927A.....can you help ???
1 answer
Dyson Team ..Dyson
We certainly wouldn't expect any difficulties in registering your Dyson V7 and can only apologise for any frustration this has caused.
Please forward the serial number of your machine along with your name, address and contact number to auaskdyson@dyson.com and our Dyson Experts will only be happy to register your Dyson for you.
We look forward to hearing from you and assisting.
Alan peckasked
We have 2 Dyson vacuum cleaners a sv03 and dc59 , we charge them both for up to 24nours and then when we go to use iboth last 1 minute and cut off .this is the second time I have submitted the same complaint but have not received a reply .
1 answer
Dyson Team ..Dyson
Sorry to hear you are having trouble with your Dyson machines.
We would kindly encourage you to get in touch with our Dyson Experts via auaskdyson@dyson.com. We will be more than happy to help get this sorted for you.
PHYLLIS A.asked
where can i buy a new battery for my dyson
1 answer
Dyson Team ..Dyson
A wide variety of batteries can be purchased via https://shop.dyson.com.au/.
If you can't find the right one for your machine or are not sure which one you need, our Dyson Experts are available via auaskdyson@dyson.com and happy to help.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Dyson Team ..Dyson
Hi Gerry,
Thank you for taking the time to review your machine.... Read more
If your machine is stopping and starting, this is a design feature to indicate there is a blockage in the machine. It is turning itself off so the motor does not overheat. This does not always indicate the filter needs to be cleaned as there may be a blockage in the floor tool, wand, bin etc. We will be more than happy to provide you with instructions to fix this issue however we will need to know which model you have. May we ask that you please send through the serial number of your machine to auaskdyson@dyson.com and we will be in touch as soon as possible to further assist. Best wishes, Sam Dyson Customer Care