Dyson lost my vacuum & replacements x 2 don't materialise

MojoRising

I bought a Dyson vacuum in Jan 2025 online from John Lewis. In November Dyson arranged for collection as it needed repair. It was collected in December and 4 weeks, January 2026, I called and found it hadn't arrived. Many phone calls later it has been lost by the courier Dyson used for collection. They have refused a refund and insist on replacement because I didn't buy the machine directly from them. A replacement has been ordered twice, email confirmations received with different order numbers each time but it doesn't progress to dispatch. I can only speak to the call centre, no email addressn or manager has called me back.

Ms_Chocaholic

Have you tried social media, that's pretty good at getting a response. Did John Lewis arrange for Dyson to collect and repair the item or did you go direct to Dyson, if the former then include John Lewis in the social media posts.

Failing that an email to the CEO often works. it's this man - hanno.kirner@dyson.com from the website CEO Email Addresses

jaybeetoo

The responsibility lies with John Lewis as you bought it from them.

Ms_Chocaholic

https://forums.moneysavingexpert.com/discussion/comment/81895166#Comment_81895166

Are you sure, it wasn't in the first 6 months, it looks like it was 10-11 months before it broke

Money_Grabber13579

https://forums.moneysavingexpert.com/discussion/comment/81895166#Comment_81895166

I’m not sure that it does anymore? They seem to have gone via Dyson using the warranty route but I don’t think they will be able to evoke their consumer rights with John Lewis anymore as they don’t have anything to return or even be able to demonstrate that what this did have was faulty.

MojoRising

Thank you, I will use the CEO email and copy to John Lewis customer service because although I don't think John Lewis are responsible for the loss of the machine the warranty does lie with them I believe in the first year. Also John Lewis do have good customer service. I don't think John Lewis are responsible because the machine was well outside their period of responsibility. Dyson provide repairs under the warranty and Dyson instructed the courier that lost the vacuum. Dyson seem to me to be liable and in order replacements x 2 they are admitting as much. The problem is execution of Dysons intention to provide a replacement. I have effectively been without the vacuum for 12 weeks and there's no end in sight. Unfortunately like other companies with terrible customer service records they avoid communicating with customers directly so don't have email or in-house customer service telephone numbers. Its web chat or an outsourced call centre overseas.

I will contact them/call them out on social media but they honestly don't care. They don't respond to complaints made via Trustpilot which is a total red flag

https://forums.moneysavingexpert.com/discussion/comment/81894458#Comment_81894458

Ms_Chocaholic

https://forums.moneysavingexpert.com/discussion/comment/81895280#Comment_81895280

Good luck, let us know how you get on, it may help others in the future.

MojoRising

Update

The situation is now resolved and it was the email to the CEO that got things moving, Maria from Executive Support dealt with me and the supply of a replacement. They refused a refund because I didn't buy it from them and the mark up on the vacuum must be huge so they won't entertain taking a hit for the difference. I did labour the point it had been 3 months so I had to buy another vacuum because nobody lives without one that long but not their problem.

The replacement delivery times and follow up promised by Maria were accurate and they comp'd me 2 replacement filters for the trouble. Has it changed my view of the company, no definitely not.

John Lewis were interested and took all the details and had just come back to me after Dyson did so I didn't get a feel for their position as the second interaction was just to confirm their understanding of a few things and assure me that they were looking into it.

Reaching out via social media drew a load of scammers to come at me with fake Dyson accounts. I even received a phone call via the X app so I would be very wary of interactions on social media. The real Dyson X account wasn't very effective and suggested I reach out via official channels so that leaves just the call centre because chatbot just gives generic info you can get on the website. The ask Dyson email isn't active anymore.

Thanks to everyone for the advice as it resolved an ongoing situation without the stress if a small claims procedure.

Boohoo

https://forums.moneysavingexpert.com/discussion/comment/81954130#Comment_81954130

So you got got 2 filters?

To me it's not clear from the post if you got a new vacuum or not.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81954185#Comment_81954185

I think it's pretty clear they did…

Okell

https://forums.moneysavingexpert.com/discussion/comment/81954130#Comment_81954130

For future reference - because some of the earlier replies were not correct - when you buy anything that becomes faulty you always have statutory rights against the seller. If the product comes with some sort of guarantee or warranty from the manufacturer, you may also have rights against the manufacturer. Which you choose to use depends on whether the manufacturer's warranty gives you better rights than your statutory rights. (In most cases it won't, but not always).

Your basic statutory rights against the seller under the Consumer Rights Act 2015 are as follows:

1 if an item first becomes faulty within 30 days of delivery you can exercise your short term right to refject it for a full refund. The seller does not have the option to repair or replace if you want a refund;

2 if an item first becomes faulty after 30 days but within 6 months there is a statutory presumption that it had a "latent fault" at purchase - unless the seller can prove otherwise. If the seller cannot do that the seller is entitled to one single attempt either to repair or to replace the item. If it fails again you are entitled to a full refund;

3 if an item first becomes faulty after 6 months the burden of proof is on you to establish that it had a "latent fault" at purchase. If you can do that the seller is entitled to one single attempt either to repair or to replace the item. If it fails again you are entitled to a refund, but this time the seller can reduce your refund to reflect the use you have had from the item. (In practice most sellers will reduce any refund on a pro rata basis assuming an expected life for the item of 72 months, but you can always dispute that with them if you think the expected life should be more than 6 years - eg a fridge);

4 you can use point 3 above against the seller for up to 6 years after purchase, but note that any deduction from any refund will increase the longer you are after purchase, and could approach 100%.

Those are your basic statutory consumer rights against the seller.

If the item comes with a manufacturer's guarantee/warranty whatever rights you might have against the manufacturer are exactly whatever the terms of the guarantee say they are. They may be better than your statutory rights or they may not be.

If you have a manufacturer's guarantee/warranty and an item fails, it's up to you to decide whether to pursue the seller under the Consumer Rights Act or the manufacturer under their guarantee/warranty. But bear in mind that if you decide to go down the guarantee/warranty route without first raising the issue with the seller, you will probably find that the seller will argue that you can't come back to them further down the line to attempt to exercise your statutory rights. They will argue that in effect you gave up your statutory rights when you decided to go down the guarantee/warranty route. (Whether that's legally right or not is another matter but it's a further complication)

NB - when I use the terms "faulty" or " fail" or "latent fault" etc I'm using them as a short hand for what under the legislation would be called "not of satisfactory quality" or "not fit for purpose" or not as described " etc

See the Consumer Rights Act 2015