Dyson sales are driven through the consumer perception of expensive premium high-quality innovative well designed and presented product that you cannot get or match elsewhere. I have a couple of Dyson products and ordered my wife the new hairdryer as a Christmas present; time will tell if the insane cost is worth it. The checkout experience was similar to any other website however when experiencing a problem with the delivery CUSTOMER SERVICES were NONE EXISTENT. SUMMARY: - Delivery relies on the buyer to be tech savvy with a clear understanding of delivery process and access to Smart Phone / tablet Apps. Not everyone is savvy or have access to the smart technology required. - Customer services are located internationally, (cost profit driven strategy), and unable / refuse to intervene in the event of a delivery issue. - There is no escalation process – refusal to speak to a manager and promised of call backs do not happen. - In the event of an issue Dyson the retailer offers no assistance and pass the problem to the consumer despite the contract being with the retailer not the carrier. - Dyson Customer Services are unable / refuse to communicate with their delivery services - In the event of failed deliveries or a consumer inability to comply with the tech heavy delivery process cancellation is available however refund is not made until the warehouse scan the product back in even if lost between carrier and Dyson. - Customer service agents either actually don’t care or Dyson don’t care and hamstring agents by restricting anything they can do to assist the customer. - Order cancellation due to delivery issues problematic with significant delay in providing refund. - PREMIUM product – SUB STANDARD Customer Service. DETAIL if YOU’RE INTERESTED: DPD arrived on the day expected and requested a PIN, I’d not been provided with one, driver informed that the depot usually send it by email as he leaves the depot but for some reason for Dyson this is often delayed. He explained he would call the next day and I would hopefully have the Pin by then. Having not received the PIN later in the day unable to find a way to contact DPD and speak to a person or communicate my issue through Live Chat I called Dyson Customer Services selecting option 3 ‘Delivery issues and related questions’. They explained the PIN is sent through the DPD App not email; I would need to download the APP. This was not communicated at any point during the purchase or in subsequent email updates from Dyson. I tried to download the APP, this required email verification, I attempted but no verification email was received – same email address as used for the purchase. I called Dyson again, different person who said there was no other way to get the required PIN to complete the delivery. I again explained the issue and asked what they could see on their system asking them to intervene with DPD. The answer was ‘we don’t offer that service’ and there was nothing else they could do to assist. I asked if I could escalate and was promised a call. Next day the DPD tracking indicated the parcel was held at the depot and not out for delivery. Having still not received either a call from Dyson Customer Services as promised, an email to verify the App or a PIN by any other method I once again called Dyson Customer Services and spoke to Pamela who is located in a call centre in Honduras. The issue was explained and Pamela confirmed she couldn’t do anything to help, and my only option was to ask her to cancel the order and then wait for the parcel to be returned by DPD at which point they would refund my payment. She confirmed she could see the parcel was held at the DPD depot but would still be unable to refund until scanned back into the warehouse. When asked what happens if it’s lost between DPD & Dyson, (Not an uncommon problem particularly at this time of year), she explained there would be a further delay whilst an investigation took place despite a record that would clearly show I had never received the product. Unfortunately, principle and a desire for the product led me to continue to try and resolve and was again promised a call back by a manager. This again didn’t happen. I returned to the DPD website, parcel still’ Held at the Stoke Depot’ and clicked arrange delivery for another day in the hope the PIN process would work second time around. Thankfully it did but by text not App or email.