I recently purchased 4 chairs on their website and was told that they would be on reserve until 21st-25th of July, which was fine. I contacted Dusk customer service on the 13th of July to say that I unfortunately would need to cancel the order, to my surprise I received an email back an hour later explaining that this was fine, my refund request would be processed and I would hear back from the credits and carrier teams in 72 hours… I would also not be liable for a £40 return fee because my items had not yet been dispatched. Several days passed and I responded to the original email asking for an update, to which I received no reply, I responded again, no reply… I also tried contacting them on social media since there seemed to be little other way to actually get in contact with them online and even then, I was ignored… In the meantime I received an automated email to say my chairs now would not be delivered until the end of August due to a stock issue. I thought this would be fine because it buys me some more time to chase for a response, with my fear being that the chairs would be dispatched before my refund was properly processed. Despite this delay till the end of August, the next day I receive communication from the courier to say my order has been dispatched (???). I immediately send another very concerned email to Dusk, to which I have still not had a single reply back, and I also get in contact with the courier myself to let them know not to deliver my order to me because I’ve (supposedly) already begun the process of cancelling the order with Dusk. Since then, the courier has been waiting for a response from Dusk to obviously understand what they need to do with the order but nothing has yet proceeded. This process has been so long we have now surpassed my original delivery date, the order that was not to be dispatched did in fact get dispatched and despite hearing back within the hour from my original email, it’s now been 9 days since I received any correspondence from Dusk, nor did the credits and carriers team ever contact me. Whilst I will continue to try to get in contact with Dusk regarding an update on my order, I’ve had no choice but to also begin proceeding with opening a dispute with my credit card issuer to claim the money back. I’ve been told this could take up to 12 weeks plus 45 days for the refund to be agreed. I wonder if that will be a quicker and more straightforward process than getting a response from Dusk themselves, despite what they had advised to me from my original email on 13.07.24… I will never use Dusk again because of their extremely poor customer service and false promises that have still yet to be fulfilled. I appreciate the time it takes to process these things, but an update or response that they were even receiving my messages / speaking to the couriers or any other teams in the process of refunding my order, would have made this an easier experience.