Dean

On 20th May 2025, I purchased a Dyson v15B Detect vacuum cleaner through your refurbished section for $621.49 — a considerable expense for me. Unfortunately, when the vacuum arrived, I was immediately dismayed by three issues:

1. The unit was dirty and clearly used, not cleaned or restored to “like-new” condition, as one would reasonably expect from a Dyson-certified refurbished product.
2. There was no instruction manual included, which made setup and operation unclear and challenging.
3. Most critically, the essential trigger guard component was missing, rendering the vacuum unusable for me due to my medical condition.

I had Googled this model specifically and found several answers saying it did indeed come with a trigger guard.

I contacted Dyson support immediately, expecting a solution, only to be flatly refused a refund. This was shocking, especially given the defective state of the product. I was not made aware at the point of sale that Dyson Canada offers no return option on refurbished items, which is a significant and unusual policy when compared to other respected companies such as Apple and Dell — both of which have allowed me to return refurbished purchases within 30 days.

Had I known of this no-return policy, I would not have proceeded with the purchase, particularly for an item of this price and importance. As a long-time admirer of the Dyson brand, I find this experience incredibly disappointing and far below the standards I expected.

I then wrote a letter and sent it to 4 separate, known, Dyson Canada email addresses, which was sent on the 7th of June. I have received no response to my email whatsoever, although no bouncebacks either which means the addresses are being deliverd to. I am very disappointed in the customer service and all I require is a refund which is due.

They have a very obvious policy, that after 2 years is clear but is very duplicitous.

I signed up at the end of 2021 for $60 per month. At the end of 2022, they upped that to $72.56. This is an over 20% increase.

Lo and behold, at the end of 2023, they upped it again to $93.08. That is a further 28%+ increase.

Therefore, in 2 years total, they have already increased the monthly costs by over 55%!! That is an additional $400 per year!

That is completely untenable, and I am 100% moving elsewhere. I just wanted to warn others as this is their model, quote low and then massively raise the costs each year hoping the owner won't cotton on or will be too busy to move. Avoid.

This company has completely lost its way. Please order the reviews by 'most recent' and see what they are doing to customers.

Absolutely no transparency. They will tie you up in email after email of flowery apologies and empty promises of "we are doing our utmost to work for you".

Meanwhile, they will not answer a single clear question concisely. Questions such as "What is the estimated time of arrival of my mattress"? It has been 90 days since our order!! The initial order was cancelled in their system with a refusal to explain why.

We have now requested a refund after months of back and forth over email with no end in sight. They have now disappeared, and we have not received a reply. We did end up writing to the CEO (Dennis Schmoltz) several times, and the support team has admitted that he has seen those emails, but not even he can reply or explain the situation.

Therefore, we have now gone to Trading Standards, and I have raised a CC Dispute with my bank for a return of funds. Please take it from me: we have been so patient and courteous, we have email threads going on for 40+ emails, but Emma Sleep are being incredibly evasive and keeping customers' money without providing any goods. AVOID LIKE THE PLAGUE.

I raised an issue with Nord about their VPN on my Macs well within the 30 days initial support. Even though the same issue exists and I have been trying everything to fix it, nothing works.

They now refuse to give me a refund, even though it is unusable. I went to a Netshade trial and their service just works immediately. With Nord I am having to connect, disconnect refresh, wifi on, wifi off just round and round to get 10 minutes of streaming. Not workable. All I am asking for is a fair refund and they refuse. It is only just over 60 days so not like I am asking for this after a year.

Terrible customer service, they have even stopped supporting the troubleshooting saying "that viewing geo-blocked content is a supplementary service of VPN usage, and it comes as a bonus". That goes against all of their advertising. Very shabby. Steer clear.

Update - Ticket #12211617

Unfortunately like so many others I have sadly been conned. Whatever you do try and do your due diligence. Dig through the fake reviews for the small truths that you can find.

All I am asking for is a return as the chair is so hard it is literally like sitting on a brick wall. The “customer service” has been stringing out the return, in a not subtle attempt for me to make me miss the return date.

They ask for videos of yourself pushing on the foam of the chair. They then say “no, no that is absolutely correct and should be like that, keep it longer”. How can you scientifically tell if a product is too hard from a video? It is so illogical. All I want is an address and a return.

They take three days to return emails, you cannot call, you cannot find a return address on their website. Their whole reason for being is to sell you an incredibly uncomfortable chair and string things out so long to make the customer give up. It is heartbreaking that there are companies out there like this preying on consumers. AVOID!!

I am amazed at my treatment as a customer of Delonghi. I have emailed, I have called, I cannot get a reply. They still have my money even though I returned my boxed item on the 4th Jan. I have proof of delivery. These clowns just will not reply to emails or calls. Pathetic.