Dyson Airstrait Replacement Arrived Looking Used Instead of New

I sent my Dyson Airstrait (Amber Silk color), which I purchased brand new, to the service center around January 8 due to color peeling and performance issues. Instead of repairing my original product, the service center replaced it with a different unit. Although the replacement arrived in a sealed box, when I opened it, the product quality was extremely poor and gave the clear impression that it was used or refurbished, not a new product.

I reported this issue to customer service and had a video call with them. After the call, they instructed me to send the product back to the service center again. Due to the inconvenience I experienced, I initially requested a refund, and at that time, the product price and the refund amount were the same. However, within a few days, the product price changed, while my product was still at the service center, and no clear information has been provided about the process.

During this time, I have contacted customer service approximately 15–20 times, but I keep receiving the same response: “Please wait, we will get back to you as soon as possible.” No concrete solution is offered, no clear decision is communicated, and my product has still not been returned to me.

At this point, I no longer want a refund. Instead, I request that my original product be replaced with a brand-new, defect-free Dyson Airstrait Amber Silk unit. I expect Dyson to resolve this issue as soon as possible and deliver my replacement product without any further delay.