I Received Two Defective Dyson Airwrap Units and Dyson Refuses a Proper Replacement

On November 28, 2024, I purchased the Dyson Airwrap in the limited edition Strawberry Bronze color directly from a Dyson store, paying in installments. The very day I brought it home, I unboxed it and discovered a clearly visible manufacturing defect—a large gap on the main body of the device. I had not even used the product yet. After much back-and-forth with the store, they finally agreed to let me return it, and I exchanged it for the same product in Prussian Blue. That’s when my real frustration began.

The second device, purchased on December 4, 2024, came with cracks just below the power button straight out of the box. I only used the device twice with the blow-drying attachment, yet the brush heads already started to bend. In short, it was defective both visually and functionally from the start.

I contacted Dyson customer service multiple times, explicitly requesting either a replacement or a full refund. Instead, they forced me into a service process I never agreed to. On January 15, 2025, the device was picked up from my home via Kolay Gelsin. I carefully packed everything—including the outer box and all original components.

I received an SMS on January 23 stating only that the product had been shipped back. No one from Dyson service ever contacted me. The next day, January 24, I was horrified to receive the product in a damaged, torn, and dented cardboard box—not the one I had sent. The original leather storage case was covered in greasy fingerprints, scratches resembling razor cuts, and peeling surfaces. Worst of all, I found yellow hair tangled in the brush head—my hair is brown—which clearly indicates someone else had used the product.

When I showed all this via video to customer service, they told me to send the product back again. Dyson has now sent me two defective units and refuses to acknowledge the severity of the issue. For a premium brand, this behavior is unacceptable and insulting to the consumer. The process has violated basic consumer rights, hygiene standards, and corporate responsibility.

I demand a full refund or a brand-new, untouched device—not a previously used one. This experience has been nothing short of a nightmare, and Dyson’s indifference has made it far worse.