I am extremely upset with the product and resolution that I have received from Dusk. I recently purchased the ‘Ascot Ottoman Storage Bed’ which was delivered to me on 23/03/24. I started building it yesterday. After around an hour and a half of building the bed, I reached the last part - assembling the wooden slats. I noticed a dark mark on one of the wooden slats, this turned out to be a fly! It was embedded under the wood… this must’ve of happened in production. I immediately contacted customer service via email yesterday evening and received a response asking for my unique batch number etc. I gave the details immediately and waited for a response all day today but got nothing, I even followed up with another email asking for an update. I then decided to call their customer support and spoke to a lady, she promised a replacement and that she’d sent me a confirmation email for this. She also said it would be sent out the next day. To my surprise, this email was never sent to me. I had to call back again to ask for this email confirmation and was told that it has been requested but could take up to 5 days to even dispatch the replacement slat. Both times, I explained that I had dismantled my previous bed and now do not have one to sleep on.. but despite my inconvenience, I was not offered any refund or partial refund for the problem caused. Not to mention that this is completely unacceptable for hygiene reasons, I would’ve liked to assume that they complete quality checks? I am a 21 year old student and have saved up for this bed for a long time, so my experience has been upsetting. I expected better quality control from what sounded like reputable company and better resolutions to a unhygienic faulty product, not only to sustain customers… but fairly offer a partial refund/discount and a clear explanation of how they will resolve the issue? Not make the customer continue to follow this up after they’ve already contacted you 3 times and to be honest, I still do not know if or when I will receive this slat. If it takes another 5 days to dispatch then I may not have a bed for 2 weeks as it’s Easter weekend in a few days! Apart from this, the bed itself is lovely and without this issue I wouldn’t have a bad word to say. I would like Dusk to take immediate action to rectify this situation and provide me with a replacement slat as soon as possible. Additionally, I believe that I am entitled to some form of refund for the lack of hygiene and the poor customer service I have received. I hope that Dusk will take my complaint seriously and make the necessary improvements to prevent this from happening to other customers in the future.