“I ordered two sofas and a footstool over two weeks ago. I’ve emailed three times and received three automated emails messages back. I can’t find a number to call and so I’m resorting to this approach instead. Can somebody tell me where my order is? My order number is S21730750. One of the attraction was the promise of it being delivered within 10 days.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously, and we are committed to providing a better service next time.
I am pleased to see your full order was delivered by BJS on the 18th May.
Thank you for your patience, my apologies once more.
- Colin
“Do not waste your hard earned money on this company. Every interaction with them from start to finish has been an absolute nightmare. The customer service (if you can even call it that) is completely incompetent and you are either responded to with automated responses or not responded to at all. There is a number that no one picks up, however they seem to have time to post regularly on Instagram and reply solely to positive reviews and ignore the bad ones which to me seems to be the ones you should be paying attention to.
I ordered a bed in January of this year…it’s now May and unfortunately, I’m still waiting for items. Order originally was wrong, I was sent two bed bases and no headboard, after multiple ignored emails and only after I threatened legal action, I was then told the headboard would be delivered and at the same time the extra bed base would be collected.
They came and delivered the headboard and they wouldn’t collect the bed base as Dusk hadn’t scheduled a pick up so I had boxes on boxes taking up space in my bedroom which meant I couldn’t set up the bed anyway. The bed base was eventually collected at which point it had been 2 months since my original order and all items were simply gathering dust. I was then told someone would give me a call to discuss my experience…surprise surprise, the call never came. I was offered a goodwill gesture in which I asked for a set of pillowcases, fitted sheet and duvet cover. This was delivered, however to my dismay, when opening the package, there was only a duvet cover and fitted sheet…no pillowcases and zero explanation. I had to write yet ANOTHER email in which they said the pillowcases were out of stock, it’s beyond me that this wasn’t communicated to me prior to agreeing to send me those items. I was told they would be dispatched to me at the end of March.
Shock and horror, it’s May and I’ve received nothing and complete radio silence to my emails since.
I have worked in the service and legal industries for most of my life and I have never ever experienced such abominable service. It’s an absolute disgrace.
Having looked at reviews online I can see sadly it seems to be a common thread. The fact that they have now “turned off” their comments on Instagram says it all really….The success of a business like this is measured through the experiences and feedback of the customer and it’s clear they are failing miserably where that’s concerned
These excuses about having issues with a new “warehouse management system” doesn’t stop them from sending at least 2 emails a day promoting current sales and discounts…if you don’t have the infrastructure to deal with active orders and keep up with demands, why are you trying to encourage more customers to buy?
Complete sham.”
Hello,
We’re extremely sorry to hear of the negative experience you've had with us recently. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am pleased to see your replacement order has now been delivered.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered a bed and mattress with an estimated delivery date which has passed and have been given no updates. I ordered this because I have finished decorating a room and needed the bed for this time.
Have taken my money and cannot get in contact with them. Absolutely shocking.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously. We are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
- Colin
“Ordered a sofa bed, cancelled it immediately as the delivery date was too long. Still not received my refund and am furious. Literally no way to contact support other than email and get an automated message every time!!!”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet expectations. Please know that we take your feedback seriously.
On further review, I can see your order was cancelled and refunded on the 24th of April. This was returned back to the same payment method used.
I will contact you shortly with further details.
Thank you for your patience.
- Colin
“I ordered a bedding set and 2 pillowcases over 3 weeks ago - the pillow cases were shipped immediately and the bedding set has still not arrived. Order status simply says they will inform me when it is ready for shipping. I have used the online contact form and have emailed the help@ email address several times with no response.
DUSK have my money & I do not have my order. They are not responding to my communication.
Very poor service - disappointing indeed.
Where are my goods?????”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations.
I am pleased to see your order has now been delivered. Please know that we take your feedback seriously, we are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered a NOVA sideboard during the Easter weekend. The estimated delivery was 21-25th April. I have been trying to contact Dusk multiple times when the order didn't arrive on time. Received no communication back from them.
Then suddenly I receive an email from BJS informing me about the delivery. The deliver item is clearly faulty. I had it professionally assembled which cost me over £60. The sideboard parts are crooked and the drawers don't close properly. It is impossible to assemble and we've tried now twice to dissassemble and put together again.
There is no contact number for the customer service. I feel like I've been scammed. The sideboard is completely unusable, customer service is non existent and they held my money for ages before delivering a faulty item.
This whole situation is making me so stressed and I wish I had read the reviews before purchasing.
AVOID AT ALL COSTS.”
Hello,
I am deeply sorry for the issues faced with your order. This is far from the experience we expect for any customer. You should receive your items in perfect condition and any issues should be promptly resolved.
I apologise for falling short on this occasion. Please know that I will do what I can to resolve this as best possible for you.
I will investigate in more detail and contact you shortly.
Thank you for your patience, my apologies once more.
- Colin
“I ordered a dining table and dining chairs on the 4th of April, they were then delivered on the 30th of April but I only received the table top, not the base (meaning i've had no dining table for a week now making my apartment still unlivable unless I sit on the floor and eat). On the 2nd May you said the base was being delivered seperatly by Evri, but you've given no indication as to when that will be and i've had no response on my last two emails. I don't really care to hear about the issues you've been having in the warehouse or that this is far from your usual standards, I just want you to tell me when I am going to receive my table base!”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously.
I am pleased to see your full order has now been delivered by BJS.
Thank you for your patience and bearing with us.
DUSK Resolution Team
“My order is still not here!!! No answer to calls or emails. You've had my money for over a month. Where is your response. Trading standards need to be involved. Customer service is non existant!!!”
Hello,
We’re extremely sorry to hear of the negative experience you've had recently. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am pleased to see your order has arrived and reached you on the 1st June.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“We ordered a bed at the start of April with a 10 day delivery time. Delivery was scheduled for 3/5 and then cancelled on the day with courier reporting they hadn't received the item from dusk. No answer when I email dusk and no one picks up when calling there number. Absolutely appalling. Having to sleep on the floor at the moment and am pregnant!”
Hello,
Hello,
I am so sorry for the issues faced with your order. This is far from the experience we expect for any customer, my apologies once more. On further review, I can see your full order was shipped to BJS on the 30th April. The courier would not make contact to arrange a delivery date unless they had scanned and confirmed your order into their hub.
Please know that this not to assign blame but to acknowledge the subpar experience you've had this time. Your custom is truly valuable and I am sorry that your recent experience has led you to cancel your order.
- Colin
“Can't give no stars unfortunately... Absolutely awful DO NOT BUY FROM THIS COMPANY!!! I ordered a bed and matress that was in stock with immediate delivery at the beginning of April. Not only have I not had the bed, I've found it hard to contact them. It has taken several emails to different 'people' that may be bots or people based in another country. No one has actually answered my questions properly, explained when delivery might happen nor processed my cancellation after several complaints. Now a delivery company has contacted asking to deliver, (I now no longer need as was forced to order elsewhere as I was sleeping on the floor of my new home) and they won't accept cancellations I need to go direct to dusk. The delivery company are also only replying as bots or automations and there's no phone number contact for either company 🧐🫣”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
We do have measures in place where if your initial query is not answered, then you are directed to the correct team for further assistance. I am sorry if this method has fallen short this time.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously, and we are committed to resolving this matter promptly.
I will ensure that your request is actioned today.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I have started the process of issuing a claim against DUSK. It is fraudulent to advertise products giving false delivery information, take online payment then fail to deliver goods, ignore emails, fail to communicate and leave customers with no way of contact. There is no helpline, no customer service, if you use the online contact form they do not reply, emails are not replied to. So in effect DUSK are taking peoples money under false pretences. Even the replies to these reviews are copy and paste replies. You can report fraud to your bank and issue a claim, which is what I intend to do.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
I am pleased to see your order is currently with BJS, they await your reply to select a preferred delivery date.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“ABSOLUTELY SHOCKING CUSTOMER SERVICE…
ABSOLUTELY SHOCKING CUSTOMER SERVICE AND IT'S COMING UP TO 2 WEEKS AND IT STILL HAS NOT BEEN RESOLVED.
Amarice - DID NOT FOLLOW UP, WE ARE MISSING PARTS THAT WERE NEVER SENT IN THE FIRST PLACE. DUSK IS TAKING MY MONEY BUT NOT RESOLVING ISSUE THAT WAS CAUSED BY DUSK STAFF.
NO PHONE NUMBER TO CALL, NO-ONE CARES, NO-ONE IS TAKING ACTION AND SORRY IS SIMPLY NOT GOOD ENOUGH.
YES, I MEANT TO SHOUT, ABSOLUTELY SHOCKING APPROACH.
I wanted to follow up regarding the recent purchase and assembly of the ottoman. While assembling the ottoman, we experienced several issues that I believe require urgent attention. This also left us feeling incredibly frustrated, annoyed and let down.
Instructions Accessibility: It was disappointing to find that the instructions were not easily accessible. It would greatly improve the user experience if a note were placed on the outside of the pack indicating where to locate the instructions. We simply had to open every box to locate the assembling instructions which was quite lengthy and again quite frustrating.
Missing Parts: Regrettably, we discovered that some essential parts, specifically 4 number 15 pieces needed for the slabs, were missing. This oversight significantly left us feeling frustrated. Is there no re-check the staff carrys out making sure there are not missing parts. There should be extra of everything and not round the other way!!
3. Insecure Slabs: Because of the above the last set of slabs were not securely in place, causing discomfort and disrupting our sleep. This issue needs to be addressed promptly to ensure customer satisfaction as right now we are little too far from being satisfied as it could had been easily avoided if someone paid better attention, especially after high cost of your products.
I kindly request that the missing plastic parts be sent to us with next-day service to expedite the resolution process. Additionally, I will be providing feedback through a review on your website to highlight these issues. It is crucial for customer satisfaction that such oversights are rectified promptly.
Please treat matter as urgency and I shall expect your reply by end of Monday. We need the missing parts on Tuesday the latest.
DIRTY MARK DISCOVERED ONCE WE REMOVED THE PLASTIC.”
Hello,
I am truly sorry to learn of the experience you have had with your recent DUSK order and delivery, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations.
Please know that we take your feedback seriously. I would really like to investigate and make this right as best possible for you.
I will look into this in more detail and contact you shortly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered a mat for my bathroom, it still hasn't arrived 2 months later. They have no contact telephone number and the email response is automated. This company is the poster child for abysmal customer service. If you have no phone to pick up & deal with customers, your emails could at the very least be answered by real staff. Avoid this company, it's run by clowns.
Reading the other reviews, I'm surprised this company is still operating. If they need someone to whip it into shape, get in contact & we'll talk contracts.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
We do have procedures in place to ensure that if your initial query is not addressed, you are directed to the appropriate team for further assistance. I apologise if this process did not work as intended on this occasion.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously.
On further review, your bath mat was purchased on preorder. This was dispatched to Evri on the 7th May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Appalling service and still no delivery two
Months after order. Placed an order for a bed two
Months ago. I was told a week before the expected delivery that there was a delay and now two months later still no bed and no reply to my numerous emails. No phone number to call anyone and no where to complaint. Scammers!”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“My order has not been received (is past the delivery date) but I also see notification on shopify all the order has been cancelled. Have sent three emails with no reply. I would like a refund if this has been cancelled. Really awful customer service. Wish I had read these reviews before purchasing”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Stay away from this Fraud.
They took a booking in March 2024 without informing that the product is out of stock.
Then they email us an estimate date for delivery in April 2024. Then after that date has passed. There is no communication no answer to calls and after two weeks of email they come back with two conflicting emails on the same day. One saying that the furniture will reach them by end of this month and another saying that it will be delivered in July 2024. SO a nice trick t cheat people their money.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
Your Ascot bed was purchased on preorder with an estimated delivery date of April 17th - April 21st. If no delivery date is shown, this means the item was in stock at the time of purchase.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
We certainly don't want you to be out of pocket. If you prefer, we can cancel your order and issue a full refund.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered and paid for a sofa January 26th was given 3rd April for delivery after many emails still got nothing nor explanations. Just been informed to be patient!!! There waiting to hear from their delivery company. 4 months is unforgivable. Do not use this company they are unscrupulous”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet expectations. Please know that we take your feedback seriously, and we are committed to resolving this matter promptly.
I am pleased to see a replacement has been raised and will be shipped as priority.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Dusk took my money 14 weeks ago and never heard from them since with regards to my latest order. No estimated delivery date provided, only generic response to emails received, no one picks up the phone on the helpline and no promised call backs received. In addition, the account section of their website is completely bereft of useful information. Presumably the company is in financial difficulties and unable to fulfil orders - crazy that they are still taking other people's money with another one of their 'flash sales' when they can't deliver existing order commitments or cope with providing even a basic level of customer support!”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Scam! They are ignoring all my emails or just sending a generic response that fails to address the issue. I purchased a dining table weeks ago which was meant to have a 10 day dispatch. Nothing! Has anyone had any luck getting their money back? I have raised a dispute with PayPal.”
Hello,
We’re extremely sorry to hear of the negative experience you had recently which led you to believe you had been scammed. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I can see our team are currently in contact with you in regard to your refund.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Probably the worst company I’ve dealt with. I ordered a few items they only delivered half of my items about a week and a half ago which was exactly 23/04/24 I emailed(since they don’t have a telephone service- red flag !!) them to ask where my other items were or when they would ship them to me. Up until now 03/05/24 I’ve not received a reply. Luckily i paid for the items with Klarna so I’ve raised this with them, hopefully I can get a refund or get my goddamn items I paid for. Very appalling customer service I would never recommend them !!! Only purchase from them if you are willing to go through hell.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously and we are committed to resolving this matter promptly.
I can see our Carriers and Credits team are currently in contact with you to resolve.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
