Had an issue with Dyson? Get a real response.
How to submit a complaint with Dyson
If you have an issue with a Dyson product or service, follow these clear steps for quick submission:
1. Online & Phone:
- Phone: Call Dyson Customer Care directly at 1800 239 766 (Mon–Fri 8am–6pm, Sat 8am–5pm AEST). Have your product’s serial number handy.
- Live Chat: Initiate a live chat via the Dyson Australia website. Look for the chat icon on the bottom-right corner.
- Facebook Messenger: Message Dyson’s official Facebook page for quick online support.
2. Email:
- Send your complaint details to aucustomercare@dyson.com.
- Include your contact information, product model, serial number, proof of purchase, and clearly describe your complaint.
- Expect a response typically within 1–2 business days.
3. In-Person at Service Centre:
- Visit a Dyson Service Centre or Demo Store for face-to-face assistance.
- Call ahead to book appointments for complex complaints or repairs.
4. Via Dyson Link App:
- If using a Dyson smart device, submit issues via the Dyson Link App’s support section.
- For complex matters, phone or email are recommended for quicker resolutions.
Dyson’s complaint process aims to solve your issues quickly and efficiently:
- Initial Contact & Troubleshooting:
A Dyson Customer Care representative logs your issue, troubleshoots immediately, and provides resolution steps. - Warranty Verification & Repairs:
For warranty-covered products, Dyson typically arranges immediate repairs or replacement parts. They may send you a reply-paid label to return products for inspection or repairs. - Communication & Updates:
Dyson keeps you informed of the resolution timeline and expected outcomes via your chosen method (phone, email, or chat). - Case Management & Escalation:
Each complaint receives a unique case reference number for easy follow-up. Difficult complaints can be escalated to supervisors or case managers for faster resolution. - Resolution Timeframes:
Simple issues (troubleshooting or replacement parts) are often resolved immediately. Warranty replacements usually take around 1–2 weeks, with longer waits possible for complex issues or out-of-stock parts.
Dyson complies with Australian Consumer Law (ACL), ensuring your rights to refunds, replacements, or repairs for major product failures.
Common complaints against Dyson
These are recurring issues customers face with Dyson products and services:
- Battery & Performance Issues:
Common complaints include batteries losing charge quickly, reduced suction power, or frequent clogs. Dyson generally addresses these issues by offering free replacement batteries (under warranty) or detailed troubleshooting support. - Product Quality & Reliability Concerns:
Some customers report early breakdowns or product failures. Dyson typically remedies these through warranty repairs or replacements, though repeated issues can frustrate consumers. - Customer Service Frustrations:
Reports of rude customer service representatives, long wait times, or disconnected chats occur occasionally, particularly during peak periods. Dyson is working on improving responsiveness to minimise these issues. - Warranty & Repair Delays:
Lengthy delays during warranty repairs or replacements are a frequent concern, with some customers repeatedly asked to perform basic troubleshooting before getting substantive assistance. Persistent follow-up is sometimes required. - Price vs. Value Complaints:
Due to Dyson’s premium pricing, customers can be especially frustrated if products don’t meet durability expectations. Dyson generally attempts resolution by providing free repairs, replacements, or usage tips.
Complaints submitted through Ajust
I bought the Dyson V6 thinking it would be a reliable backup to our main vacuum, but the battery barely holds a charge. It’s hardly been used, yet it’s already unusable. I expected better from a brand like Dyson, and it’s been frustrating not getting a clear resolution. I just want something that works. - Kim
My Dyson V8 Absolute started acting up just after 2.5 years, and support offered me a discount instead of a real fix. For a premium brand, I didn’t expect to be negotiating over a battery. It’s disappointing how little ownership Dyson took after I raised concerns. - Andrew
The new Dyson Submarine Vacuum Mop has been a nightmare. Hair and fibres clog it constantly, the water compartment is a pain to refill, and it started spreading dirty water after just one use. I really wanted this to work, but it’s been more hassle than help. -Sian
I bought the Gen5 Detect Absolute hoping for a top-tier vacuum, but the brushes keep cutting out mid-use. I have to power it off and on again just to get through a clean. For the price, this shouldn’t be happening-and I regret this purchase. - Helen
How other consumers Dyson complaints got resolved
Delayed Warranty Replacement: A customer waited months for a cordless vacuum replacement after multiple follow-ups. After escalation and persistence, Dyson finally sent a new vacuum about 3 months after the initial complaint. (Tip: Always request a case manager and reference number for persistent issues.)
Unsuccessful Repairs Leading to Refund: A Dyson fan remained broken after multiple repair attempts over several months. Dyson initially refused a refund. The customer cited Australian Consumer Law, prompting Dyson to reconsider and issue a refund. (Takeaway: Escalate and reference consumer law if repairs fail repeatedly.)
Quick Exchange at Store: A customer received a damaged Dyson Airwrap. Visiting a local Dyson Demo Store, they immediately received a replacement. (Tip: For quick resolutions (e.g. dead-on-arrival issues), visiting a store in person can expedite the process significantly.)
If your initial complaint isn't resolved satisfactorily, follow these escalation steps:
- Request Higher-Level Support:
During calls, chats, or emails, explicitly request escalation to a supervisor or case manager. Keep detailed notes of names and reference numbers. - Formal Written Complaint:
Draft a clear complaint email explicitly marked as a “formal complaint” to Dyson’s customer care email, providing detailed history and previous interactions. - Head Office Letter:
Write a formal complaint to Dyson’s Australian Head Office:
Dyson Appliances (Aust.) Pty Ltd, PO Box 2835, Taren Point, NSW 2229. - Social Media:
Post your issue on Dyson’s official Facebook or Twitter channels. Dyson’s social media teams actively monitor these platforms and respond quickly. - Third-Party Consumer Advocacy:
As a last resort, involve consumer advocates like Choice or consider mentioning you may take the issue to media or external bodies, often prompting quicker resolution.
While Dyson isn't governed by a specific industry ombudsman, Australian Consumer Law (ACL) and state consumer protection agencies offer robust protection:
- ACCC & Consumer Law:
The ACCC Consumer Rights Guide explains your entitlement to repairs, replacements, or refunds for faulty products. - NSW Fair Trading (or State Equivalent):
Lodge unresolved complaints with your local consumer affairs body. In NSW, use NSW Fair Trading Complaint Portal. - Small Claims Tribunal:
For monetary disputes not resolved by Fair Trading mediation, consider your local small claims tribunal. Usually, mediation from Fair Trading resolves issues without needing formal court processes. - No Appliance-Specific Ombudsman:
Appliance complaints fall under general consumer law rather than a dedicated ombudsman. The ACCC and state Fair Trading agencies are your primary external escalation options.
For direct assistance, use these official Dyson complaint resources:
- Dyson Australia Contact Page: All support options (phone, chat, Facebook Messenger).
- Customer Care Email: aucustomercare@dyson.com
- Dyson Warranty & Guarantee Terms
- Dyson Returns & Refund Policy
- ACCC – Consumer Rights (Appliances)
- NSW Fair Trading – Lodge a Complaint
Dyson Complaints FAQs
How do I lodge a complaint with Dyson quickly and effectively?
To complain to Dyson, contact them by phone (1800 239 766), email (aucustomercare@dyson.com), live chat, Facebook Messenger, or visit a service centre. Include your product's serial number, model, proof of purchase, and a clear description of the issue. Using email or live chat ensures written records and typically yields responses within 1–2 business days. For smart devices, the Dyson Link App also offers support options.
What should I expect after submitting a complaint to Dyson?
After you complain, Dyson logs your case, troubleshoots, and provides next steps—often same-day for simple issues. Warranty-covered products may be repaired or replaced, and you’ll get a case number for follow-ups. They’ll keep you updated and may escalate more complex issues to supervisors. Most complaints are resolved in 1–2 weeks, though delays can happen with stock or technical issues.
What are the most common Dyson product complaints?
Customers most often complain about battery life, suction loss, product faults, slow repairs, and inconsistent customer service. Dyson typically offers free warranty repairs or replacements, but repeated issues or repair delays can frustrate users. Many find quicker resolutions by visiting a store or citing their rights under Australian Consumer Law when needed.
How can I escalate an unresolved Dyson complaint?
Escalate by asking for a supervisor, marking emails as a “formal complaint,” and contacting Dyson’s Australian Head Office. If still unresolved, post on social media for visibility or lodge a complaint with your state’s consumer protection body (like NSW Fair Trading). For serious or unresolved matters, consider small claims tribunal proceedings under Australian Consumer Law.
You’ve done your part, now it’s time to hold Dyson accountable.
Take the final step and submit a complaint that gets seen and responded to.