Dyson Store & Service Center — Attraction in Dallas

I purchased the Dyson GEN5 Detect Absolute in November 2023. Not even a year later, I ran into serious issues with either the power cord or the battery. The vacuum’s LCD would display a red flashing battery icon, and although I connected the charger (indicated by blinking blue lights), it would disconnect repeatedly, never actually charging the battery. I left it charging for almost two days, only to find it still dead.

I initially reached out to Dyson's chat support. After troubleshooting, they identified the issue as the charger but then told me the part was out of stock with no estimated restock date. This was frustrating—offering no resolution for a malfunctioning vacuum I couldn’t even use. Eventually, the agent suggested a solution: replace the vacuum entirely with a new one and include a new charger.

I wanted clarity on the warranty, given that the replacement would have a new serial number. Unfortunately, the chat session disconnected, adding to my frustration. When I called customer support, I was told the initial agent had computer issues. This time, they confirmed that the new vacuum would be registered with the same warranty period as the original. I accepted the offer, although the overall experience was already frustrating.

Then came the logistics: they emailed me a shipping label and instructed me to bring the vacuum and accessories to UPS, which would package and ship it. However, the estimated turnaround was around 15 days. As a pet owner who vacuums frequently, I asked if there was a quicker option, but they insisted this was the only method allowed by their policy.

When I arrived at UPS, I encountered even more issues. Not only did they charge for the box, but initially, they claimed not to have one in the size I needed, even though they clearly did. They suggested I go to U-Haul for a box instead! At this point, my frustration with both Dyson and UPS had reached its peak.

After spending over $1,000 on a premium vacuum, I expected much better customer service. While Dyson makes quality products, their customer service left me completely disappointed. Customer service is just as important as the product itself, and poor service makes me question future purchases. Although I love the vacuum, this experience makes me unlikely to buy Dyson products again. Hopefully, my review will provide clarity if you're considering purchasing any of...

After speaking with Dyson customer service (hotline) about my vacuum warranty replacement, they informed me instead of sending my vacuum in I could visit a service center to drop off my vacuum. They stated this would expedite the process because I wouldn’t have to wait for Dyson to receive my product before they shipped me another one. I called the service center 1 week before my visit and made sure this was an option. They informed me that they could receive my warranty replacement & then Dyson would ship me a replacement. note, I wasn’t expecting them to give me a vacuum in the store & knew I would have to wait for the warranty replacement to be shipped but everyone was telling me this would cut off 10-14 business days. I specifically asked what needed to be brought and was informed I only needed the 4 main parts because I was missing a crevice tool. This was communicated to me through over the phone with an employee IN the store. I drove 45 minutes (each way) to completely waste my time. When I arrived Mario stated they don’t do warranty replacements on vacuums only hair dryers. I then told him I had called & they said they DO take vacuums? He then acted like they would make some kind of exception for my vacuum, though over the phone they acted like this was a normal service they provided. After he spoke with the service technician & apparently manager also, he came back and said I needed EVERY SINGLE piece to get a warranty replacement. Including the docking station screwed into my wall & the crevice tool I was missing. It’s very frustrating because over the phone before making the drive, the service technician said only 4 main pieces. Now I need the piece in my stud & crevice tool? I then verified if I don’t have the crevice tool, what am I to do? Mario said I would not be able to get warranty work through the store and would need to go through customer service on the phone.

This store was EXTREMELY unhelpful in my warranty replacement. It’s awesome to spend $600 on a vacuum & they throw a fit about a $5 piece of plastic (crevice tool) and expect me to take my docking station off the wall. Pretty crappy...

Over the years, I have purchased five Dyson vacuums for my home and business, believing in the quality of the brand. However, my recent experience has completely changed my opinion.

One of my Dyson vacuum bins broke due to a damaged rubber seal, making the vacuum inoperable. I tried to purchase a replacement bin directly from Dyson, but it was out of stock for six months. Once I received notification that the bin was available, I purchased it on 10/24, and it was delivered to my business address on 10/29. Unfortunately, I didn’t realize it had arrived until 11/17.

When I attempted to install the replacement bin, I discovered that it was the wrong size—larger than the original bin and incompatible with my Dyson model. On 12/16, after the holidays, I contacted Dyson to request an exchange for the correct bin. I wasn’t asking for a refund (the part was only $12); I just wanted the correct item.

The representative assured me the exchange wouldn’t be an issue and said they’d send me instructions for the return. However, Dyson later sent a follow-up email asking for more information, which unfortunately went to my spam folder. When I found the email on 1/8, I promptly replied with the requested details. The next day, Dyson informed me that the return period of 30 days had passed, and they refused to process the exchange.

All I needed was a simple $12 exchange for the correct part, and Dyson chose to prioritize a rigid policy over customer satisfaction. This experience has been a massive disappointment, especially given my loyalty to the brand.

Back in 2019, I even purchased six Dyson vacuums as Christmas gifts for my family. Now, I deeply regret supporting the brand. To make matters worse, another Dyson vacuum at my business recently stopped working, adding to my frustration.

Dyson has lost a loyal customer over something so trivial and easily resolvable. I will no longer recommend Dyson products and will actively discourage others from purchasing them.

Thank you for the memories, Dyson. Goodbye.

#Dyson #CustomerService...