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.