“Never buy from Dusk. I waited for over a month for my delivery and it never arrived.
Weeks later I am still waiting for my refund.
Dusk takes your money and there is zero customer service. I am surprised they are not in liquidation.”
Hello,
I am very sorry to learn of the delivery 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 can see your order was dispatched to Evri on the 2nd April. Please know that we take your feedback seriously and a full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
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 reached you.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Absolutely no customer service, do not order from this company. They take your money, advertise in stock when it clearly isn't and it is impossible to get a response from them. I will never order from them again. Forced to log a dispute with my credit card provider with evidence of unanswered emails.”
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 our Carriers and Credits team have been in touch with you to resolve.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“IS THIS A SCAM????
STILL NOT DELIVERED 4 WEEKS ON.
4 weeks after ordering a dog pillow it hasn't arrived and there is no way of contacting them apart from the website form. I have filled the form out twice in two weeks and only had one auto-generated reply with no help whatsoever.”
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.
Upon further review, we found that your items went out of stock at the time of checkout. We apologise for the inconvenience this has caused.
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 can see our Carriers and Credits team have now issued a full refund.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
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 can see our Carriers and Credits team have been in contact to resolve.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“we placed our order on 19th April 2024 and delivery was arranged for 12th May 2024. When the delivery van turned up, the driver informed us he did not have our sofa bed on the van, due to a 'warehouse issue'! we have since heard absolutely nothing and have had to cancel a family get together this weekend as we have no spare bed for them to sleep on - DUSK really need to get their act together, customer service is non existent, there is no number to call and all emails are replied to by stock 'computer' responses. DO NOT USE THIS 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.
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, my apologies once more.
DUSK Resolution Team
“I ordered a bed in March and received it within a reasonable time frame. However the bed frame was faulty and I needed replacement parts. I had to send video evidence before they would replace the parts. Then, after they watched the video they sent the wrong replacement parts! Now weeks later I am still waiting for the promised replacement despite being assured by several members of staff that they are being sent as a priority. I am disgusted by their lack of customer service. That have had my money since March and I have a bedroom full of useless bed parts. I am considering contacting Watchdog on BBC as after looking at the number of similar complaints on here I can see I am one of many unhappy customers.”
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 can see our Carriers and Credits team have been in contact and your replacement parts have now reached you.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I'm unbelievably disappointed in the service I've recieved here from this company, customer service is horrendous the worse ive ever dealt with I'd avoid this company at all costs.
I ordered two items in November 2023 during black friday, and I've still received neither yes 6 months later no products and they have had my money this whole time.
They have delayed delivery over 5 times. I'm now at the point where i have no idea when either item is arriving we all times have elapsed. Ive sent many many emails, been ignored for days, sent many autoresponses only to when i do get some sort of human response its terrible and still doesn't answer when i will recieve my items, just references warehouse issues. For 6 months!!!
Do better DUSK this is 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.
I am pleased to see your full order has now been delivered by Rhenus.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered and paid for a sofa and footstool and despite it now being around 10 weeks ago, I still haven't received it, and Dusk only send generic emails, they never respond to my enquiries about my goods, and there's no phone number to call. It's extremely disappointing and terrible customer service. I urge people not to waste their time and money with this company. Completely against consumers rights, trading standards need to be aware they are taking people's money and not delivering on the contract. I'm absolutely fuming having waited this long and being left hanging”
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.
I am sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“DUSK's customer service is really disappointing – they never reply to emails. Plus, the stuff they send is often damaged, and when they replace it, they get it wrong. Please think twice before buying from them.”
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.
DUSK Resolution Team
“I'm astonished that this company is still in business. My experience with them was dreadful and feels like a scam. My bed delivery was delayed without any updates. I couldn't reach them by phone, and they ignored my emails, even when I tried to cancel the order. I had to file a claim with my credit card company to get my money back.”
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.
I am sorry that your recent experience led you to cancel your order. A full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered two beds from Dusk in March. They were supposed to be delivered weeks ago, but it’s now been almost 7 weeks and we are still waiting. It is almost impossible to get through to customer services, and when I finally got through I was advised to cancel my order and start again, as one of the items I wanted was now out of stock (it wasn’t when I placed the order). I reluctantly agreed to compromise on the colour I wanted to receive the beds (my 5 year old daughter has been sleeping on the floor for weeks!) as I was told it would be dispatched within 5 working days… 2 weeks later and still nothing. No one answers the phone, no one responds to my emails. And they are still sending me daily offers for discounts on the beds I ordered nearly 2 months ago, rather than fulfilling their current orders first. Terrible company, terrible customer service. Avoid!”
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.
Your cancellation request has now been actioned and a full refund issued.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
“I feel so stupid that I did not find this review page before I wasted money on this site. Now, I have no bed in my apartment and a pregnant guest sleeping on the floor. I have sent emails, twitter messages, Facebook and Instagram messages. There is no number to call. I wish I could see if anyone actually got their items. I am going to carry on hunting for this company as if they stole my money GOD HELP THEM!”
Hi Darryn,
I am so sorry that recent issues and reviews have led you to loose faith in DUSK.
To offer clarity, 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.
In regard to your order placed on the 2nd May, this has not been affected and shipped within our policy timeframe noted on our delivery page.
I am pleased to see BJS have since made contact with you and your delivery is scheduled for the 17th.
Thank you for your patience.
- Colin
“Avoid this company! They will take your money, won’t update you to advise a delivery date, can’t get through on the phone, ignore social media posts, ignore all emails, ignore your request for a refund! Meanwhile my money is sitting in their bank account and I’m sleeping on the floor!
I have had no option but to report to trading standards, BBC Watchdog and try to get a refund via my bank. Next stage if this doesn’t work will be a small claims court!
Dusk I suggest that you start contacting your customers and responding to their complaints!! Absolutely disgusting service
Order number S21740253”
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.
I am pleased to see your order has arrived and reached you on the 15th May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered 6 items costing over £600. I received 1 of the 6 and am still awaiting the other 5, over one month later. I have contacted Dusk 3 times on email and have heard nothing.”
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 can see our Carriers and Credits team have now made contact with you to resolve.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
Hello,
Thank you for taking the time to leave a review.
We take customer feedback seriously, and all reviews requiring attention are personally investigated and replied to. As a company, if we fall short, we take ownership and do everything we can to make it right.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues during the process. This led to delays in some orders and response times.
I am sorry that you had to leave a review based on a recent resolved issue. I would be more than happy to give you a call to discuss this in more detail and offer some reassurance if you which to place an order.
- DUSK Resolution Team
“I ordered by garden furniture, they arrived on the 29th April and on the same day I asked for a return pick up because their furniture is simply not good.
It is 10th May and I'm living with 5 enormous boxes inside my house. They initially replied to my email and confirmed the return requests. However after that, no respond at all. I feel like this whole company is a scam.”
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 can see that a refund was attempted, but an open dispute with your bank is automatically blocking any financial transactions, causing the refund to bounce back. We have contacted your bank to accept the chargeback.
Thank you for your patience my apologies once more.
- Colin
“I ordered a table on April 9th and paid £349.99 which includes postage. On Sat 27th April four table legs were delivered - no table top. I have emailed numerous times but with no success. I have tried phoning but despite waiting for 2 hours I haven’t managed to speak to anyone. Customer service is non existent! I will now contact my credit card provider to initiate an attempt to claim a refund. This company is a disgrace. My money has been stolen and it seems there is nothing I can do to contact anyone.”
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 can see our Carriers and Credits team have now been in touch to assist. Please know that we take your feedback seriously, and we are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
- Colin
“I wish I could give your company a - 1 we have emailed over 4 times and have been hanging on the phone for hours listening to your music why is it so hard to speak to any one”
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 our Carriers and Credits team are now in good contact with you.
Thank you for your patience, my apologies once more.
- Colin
“I am still waiting for delivery of my armchair. It is now 2 weeks past the end of the estimated delivery date and I've not only not received the item, my many emails to try and track down my item are unanswered. Their customer service and communication are terrible. I feel completely abandoned and wondering if I will ever receive my furniture. Or a refund. Or even a reply to my emails. Terrible.”
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 sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
Thank you for your patience.
- Colin
