Dyson Store New York — Local services in New York

Be aware of that store and Dyson’s customer service in general! I am writing to express my frustration regarding an incident that occurred on June 24, 2024. I attempted to exchange a brand new, sealed Dyson purifier (valued at $1,088.74) that I received as a gift at your 5th Avenue store in New York. I already own several Dyson purifiers and wished to exchange this one for a vacuum.

Upon explaining my situation to the staff, they assured me that an exchange was possible. We selected the vacuum I wanted, and proceeded to the cashier to complete the exchange. However, instead of processing the exchange, the cashier refunded the amount to the original payment method without my consent and informed me that I could now purchase the vacuum.

I clarified that I did not wish to buy the vacuum out of my own pocket. I brought a product worth $1,088.74 for an exchange, not a refund. The store manager then apologized, saying the refund could not be undone and that nothing could be done since they couldn't interfere with the bank.

When I asked how I could get the product I wanted, the manager offered a discount on the vacuum, which I declined. I was there for an exchange, not to purchase a discounted item. The manager acknowledged their mistake but insisted I couldn't leave with unpaid merchandise and suggested I contact the original purchaser for another gift. This is an unreasonable solution for obvious reasons.

Ultimately, I left the store without the vacuum I wanted and without the purifier I brought in, feeling robbed and deeply upset. I left with only a refund receipt. As a loyal Dyson customer for many years, this experience was humiliating, disrespectful, and completely outrageous. In addition to the phone calls, i also wrote an email to the customer service in hopes that this situation can be resolved promptly and fairly. And their response, “ As I have checked, your concern regarding an exchange. Thank you for bringing this issue to our attention. I understand how frustrating that must be for you. It is never easy when something does not meet your expectations, especially when you are relying on it. We are terribly sorry for any inconvenience caused to you. This is not the experience we want our customers to have.

As I have reviewed your email and found that you want to exchange your vacuum with a other product. but please be informed that we can perform the exchange process with the same model only and that too within the 30 days (about 4 and a half weeks) of purchase, or in case the machine has any issues which are not repairable. Moreover, if you wish to purchase the new vacuum then I can give you a 20% discount.”

I replied that this help does not meet my expectation and does not resolves a problem. I did not plan to loose my thousand dollar gift due to incompetence of Dyson’s stuff at 5th ave New York.

I came to the store with a merchandize value of $1088.74 And due to several mistakes of the Dyson’s stuff at store, i am being PUNISHED . Meaning that i was basically robbed out of my gift by Dyson at 5th ave.

First, they assured me that they CAN make an exchange. Apparently Dyson can’t make such exchanges. Secondly, Without my consent, knowing that the merchandise was a gift and not purchased by me. They have made a return. I was offered with a discount to buy whatever i wanted, which i didn’t plan to do at all, since i had a product that i could exchange to which they assured me they will make an exchange. If they would mention right away, that Dyson cannot make exchanges i would never leave a gift value of $1088,74

I have no contact with a person that gave me the gift and there is no way for me to talk to him about buying me another gift. And i never had any response from...

Hello everyone, sorry I am writing this review super late! But anyway!.. been busy using that gen 5 vacuum !lol and it’s so good that I totally forgot to write the review!! But anyway here I am .. last month my vacuum stopped working and had to get a new one.. I always liked Dyson but never like the trigger on it and that’s why I never got it.. was determined to get me a Miele vacuum since they are great as well.. anyway I finished work and since I work close by the Dyson store I decided to go there just to have a look to make sure that I really don’t like the trigger lol.. anyway I walked in and Alicia welcomed me and asked what I am here for today.. I said I want a vacuum but most likely I will go for Miele I just came here to have a look because I don’t like the trigger on those vacuums.. she smiled and said I don’t have to worry about it no more because the new gen 5 just literally came out and that one has the button:-))) I was sold! To make the story short I couldn’t decide which size to get so I got the regular size . Alicia was absolutely amazing she gave me all the details and specs ok the vacuum we chatted for a long time about the products.. it was amazing that she was so passionate about it just like I am about technology! I wish there were more store specialist like her that truly know the stuff and are really here to help the customer just like her! Her service was outstanding and she made me feel very welcomed and was willing to answer all my questions without rolling her eyes or any sign of annoyance ! True star customer service!!!!!anyway I loved the vacuum but decided that the outsize version would be better for me since it has 2 batteries .. I came to the store again and she and esmelki helped me swap the vacuum.. esmelki was very helpful and provided an amazing service as well as he gave me some additional other tips how to take care of the vacuum so it can last me a long time :-) very satisfied ! I bought my air wrap and Dyson purifier there a few years back but never received such a great service!! Thank you so much and hope to see the both of them there soon again when I shop for the hopefully new generation of the air purifiers !!:-))...

[Updated review - Jan 2024] After 2 excellent purchases from this store over a year ago, I came back as I wanted to purchase an airwrap and check out the hot-cool purifier options. I reconnected with Esmelki and he once again completely exceeded all of my expectations.

Many dyson products are currently out of stock online, but Esmelki managed to provide me with various creative workarounds so that I was able to get exactly what I was looking for. I was also really impressed on how patient he was in both proactively checking to ensure i knew how to properly use the products, and providing useful tips on my past purchases as well. I never felt pressured to purchase anything and always felt supported that the advice that he shared was based on what best made sense for my means and needs.

Esmelki truly represents what brilliant, A++ customer service is, and it really leaves me with such a positive impression of Dyson and how they care about their customers. I can whole-heartedly recommend Dyson and this store to all of my friends because i know that they will be left in great hands!

-- I can 100p agree with all of these comments about the outstanding levels of customer service here! I recently moved to NYC and visited this store after booking into a hair appointment with Marisela, as I wanted to learn about how to use the air wrap before purchasing. She was the sweetest person and gave me so many great tips based on my hair length and type.

While I eventually ended up switching out the airwrap for the supersonic, I also want to call out Esmelki’s phenomenal customer service! I was considering purchasing a vacuum and he was so patient in explaining all of the various options, and being super transparent about his recommendation for me based on my future apartment setup. Even after I left the store, his follow up was excellent and he made my entire return + replace process for both the hair and vacuum tools seamless. I’m now the happy owner of 2 new dyson products and will definitely reach out to him for advice on any future purchases. All in all, I’m very impressed with this demo store and think it’s a great testament to the Dyson brand...