“Shocking customer service. Nine days after purchase, no dispatch notification. Chaser email ignored! Terrible customer service and extremely poor dispatch and delivery. This is not in line with what competitors are delivering to their 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 which has led you to cancel your order. 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
“Useless company. I ordered a bed in January and it's April now. Still no sign of it. I've rang them many times and nobody answered the phone. They keep saying the average waiting time is 12 minutes. I hold the line for 50 min every time.š”
Also I've sent them an email saying that I want to cancel my order but NO REPLY AGAIN!!!.
Customer service is absolutely useless.
I HIGHLY DO NOT RECOMMEND THIS SCAM COMPANY š”š”š”š””
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 can see our team have now been in contact and a full refund has been issued.
Thank you for your patience, my apologies once more.
- Colin
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.
As you have not left any contact/order details privately on your review, I am currently unable to investigate and reach out to you.
- Colin
“I ordered sheets two nearly two weeks ago and there was no 5-day dispatch as promised. None of my follow up emails have been answered. Seems my issue is trivial compared to what people are experiencing below. If there's no communication, I will open a bank dispute case as well.”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I am pleased to see your order was dispatched on the 14th.
Thank you for your patience, my sincere apologies once more.
- Colin
“Seems like a lot of customers are experiencing the same thing with this company. They never answer calls, leave you on hold then after 30 mins hang up and say thereās no agents available to take your call. Iv been messaging on instagram, emailing all last week and not responding. My order is just showing unfulfilled and Iām waiting to know when/if I will ever get my bed and mattress, if not I want to cancel. Wish Iād never ordered from them”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I pleased to see your order has now been delivered on the 17th.
Thank you for your patience, my sincere apologies once more.
- Colin
“I am writing to express my extreme dissatisfaction with the handling of my recent order, which was placed on March 24th. According to their website, the items were to be dispatched within 5 working days. That was the main reason why I chose Dusk and specially these items. However, it has been well over that time frame, and I have yet to receive any updates regarding the status of my order.
On April 4th, I called their customer service line to inquire about the delay, which I had to wait literary 3 hours on the phone. I was assured by their advisor, Isabella, that my order would be dispatched that day and I would receive an email. By the way, she did not give my any reason why my order has not been dispatched already even though it was in stock. Unfortunately, despite this assurance, I still have not received any information or updates about my order.
I tried to call them on the 5th of April, waited on the phone for another hour and no one picks up. It says, āif you do not want to wait on the queue, we promise to give you a call backā and no one calls you.
Due to this delay, I was forced to purchase a new bed and mattress from another retailer to meet my immediate needs. This has resulted in additional expenses and inconvenience on my part along with my client was frustrated and has not paid my money because of this issue.
Worst experience I ever had with a company. It is almost impossible to reach them. Very unprofessional. I think they should change 2 letters on their name. I definitely would not buy from them again.”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
Thank you for your patience, my sincere apologies once more.
- Colin
“Ordered over easter, delivery times are not accurate, since ordering iāve had no contact from DUSK about dispatch and have even emailed asking for a rough time frame- i have been sleeping on the floor for months and was hoping it would arrive promptly. Not sure how to get in contact and whether or not iāve just lost my money”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I am pleased to see our team have now been in contact to provide an update.
Thank you for your patience, my sincere apologies once more.
- Colin
“Ordered from Dusk on several occasions now and the service and delivery gets worse and worse - waiting 5 months for pillow cases with no communication is not good enough, I will not be returning”
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.
Any item which is purchased on preorder or experiences supplier delays should prompt us to provide an update or suitable resolution, I apologise for falling short on this occasion.
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
“Legal Action
This company clearly have been taking advantage of their customers. Taking their monies and leaving them in stress and despair. I have read countless and countless reviews of people telling the same story of not receiving their itemsā¦ after being promised 5 day dispatch.
I ordered a bed almost 2 weeks ago. Sold my bed, because I was told my bed will be dispatched in 5 days. My emails go unanswered and my instagram messages go unanswered. But dusk is active on social media platform drawing in unsuspected customers.
This company is acting in a fraudulent manner and Iām curious to see what the police, Trading Standards and National Cyber Security Center have to say about it. I recommend you to all do the same. Because this is not Just!
I suffer with a bad back due to spinal injury and Iāve been left to sleep on the floor, with no money for. New bed because you took it, sold me a lie and now refuse to update me on the matter.
I have 30,000 followers on social media in the UK and I will be making a video warning people of how untrusting and unethical this company is. I have now disputed the payment with my bank. And will be suing the company because my back is now worst from sleeping on the floor.
To anyone still willing to buy from DUSK please use your credit card to make the purchase that way itās easier to dispute the payment and you can get your money back faster. Back most importantly avoid DUSK at all cost. I own a hair salon and see around 40 people each day. Almost half of them have a bad experience with dusk. Think about that.”
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 order has now been delivered, my apologies once more for the dispatch delay.
- Colin
“The bed I ordered was delivered on 26th March, it is badly damaged. I have emailed 6 times since 28th March and not had a response. I am extremely frustrated that I have spent Ā£350 and have not been contacted to arrange collection and a refund. Terrible company, no way of contacting other than email.”
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 now been in touch and arranged your collection. My apologies once more.
- Colin
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'm genuinely sorry to hear that you've decided to cancel your order, I can see a full refund has been issued. We are committed to ensuring a 5 star experience next time.
- Colin
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 would really like to investigate and reach out to you. However, I wasn't able to locate an order under the email address used on your review. Please may I ask you to contact us using the below link. One of my colleagues will be happy to help.
https://help.dusk.com/hc/en-gb/requests/new
Thank you for your patience.
- Colin
“Ordered five days ago heard nothing form my enquiries, the reference of the order doesnāt even exist but did have a reply saying order been placed and took money
No human to talk to
Not trustworthy
Say they deliver small items within 3-5 working days, when you receive email says dispatch estimate 5 days
Now canāt even track order or find it at all and just go around in circles with robot ! Want money back
Need to hear a response or person to talk to as needed products within a week”
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 will reach out to you shortly in hope to making this right for you.
- Colin
“I am extremely upset with the product and resolution that I have received from Dusk. I recently purchased the āAscot Ottoman Storage Bedā 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 woodā¦ this mustāve 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 sheād 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 wouldāve 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 customersā¦ 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 theyāve 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 itās Easter weekend in a few days!
Apart from this, the bed itself is lovely and without this issue I wouldnāt 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.”
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 Jasmine has now been in contact with you and replacement parts have been raised. Once fully resolved and confirmed, we will be happy to look at a suitable gesture of goodwill.
- Colin
“Do not expect your delivery - from the dates advertised on your order confirmation!!
I ordered a sofa and a chair - sofa delivery was confirmed 7-11th March, chair delivery confirmed Apr 28-02 May.
I sold my old sofa - expecting the new one to arrive 7-11th March - WRONG!!!!!! Just found out today they plan to deliver the two orders together! We, as consumers, are meant to 'know' they wait for both items to come into stock before delivery - and therefore the delivery dates quoted on the order confirmation do not apply or account for split deliveries. How stupid we are to not know this!
Dreadful customer service, you can't phone anyone, they are too busy to answer emails, there is no webchat - so just sit and wait for 6 weeks - on the floor if you sell your old sofa!!”
Hello,
Thank you for your feedback.
I am so sorry that your order was not delivered when expected.
We do confirm the below on our delivery page under the "large items" dropdown before checkout.
"If you have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those items are purchased on a pre-order, please refer to the latest estimated delivery date on your order confirmation".
This is also confirmed on the top of your order confirmation email too. I am sorry if this was missed before purchase.
That being said I would like to do what I can to turn this around for you. I will investigate and reach out to you shortly in hope to offer further assistance.
- Colin
“Bound a chair and footstool on the 27th paid over 500 š· received a confirmation email but absolutely nothing since. I've emailed I left trustpilot feedback and still nothing. Ended up opening a case with my bank. Terrible company I just want a refund I don't do business with bargain basements that treat you this way I'd rather pay another 100 and get a good service. Joke company”
Hello,
I am so sorry for the issues faced with your order. We always want customers to love their full DUSK experience and I can only apologise that this wasnāt the case on this occasion.
I sincerely apologise that your full order did not reach you when expected. I have taken a look at your original order confirmation email and notice that your Hampshire Pouffe was purchased on a preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag", highlighted in red in your basket and on your order confirmation email when we expect your delivery to be.
If you also have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those items are purchased on a pre-order, we kindly ask that you please refer to the latest estimated delivery date on your order confirmation.
This is also confirmed on our delivery page under the "large items" dropdown and on the top of your order confirmation email too. I am really sorry if this information has been missed.
I am glad we were able to resolve this and a full refund has been issued.
Thank you for your patience, my apologies again.
- Colin
Hello,
I am so sorry for the quality issues faced with your sofa!
This is far from our usual standard, we expect customers to have perfect items from us. I will do my upmost to make this right for you.
I wasn't able to locate any emails to help@dusk.com associated with the email address on your order. I will reach out to you shortly in hope to turn this around for you.
Thank you for your patience.
- Colin
“Ordered and paid for bed 1st of January, delivered 7 weeks later, but only 2/3rds of it. Unable to be assembled due to missing parts, and now expect 2 senior citizens to sleep on a blow up bed!! No reply to emails (the only way to contact this company) truly shocking after sales service, the worst I have ever experienced. No idea when this is going to be resolved. If you are considering a purchase from this company, THINK AGAIN.
THEY ARE CHEAPER FOR A REASON!!!”
Hello,
Thank you for your feedback.
I am so sorry for the issues faced with your order, I completely understand your frustration. I am glad to see you have been in good contact with our team and the missing parts have been located in your headboard.
I apologise once more for the delayed reply and falling short of our usual response times. We sincerely hope you love your new bed and everything is perfect.
Thank you for your patience.
- Colin
“I ordered my living room furniture on 12/1/2024 delivery date 15/2/2024 delivery date approached so got rid of old furniture, guess what no delivery! I had to piggy back emails as no customer service number and all other email addresses they provide are pointless they don't respond.
So I'm told that delivery will now be between 16/20 February FAILED TO DELIVER.
I then receive an email to tell me the furniture I ordered will not reach them until 23/3/2024, I cancelled my order as I can get what I want quicker elsewhere. I have heard nothing no cancellation reference number nothing!
An absolutely disgusting company!!
False advertising and contradict their terms and conditions”
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. The preorder timeframe is typically provided by our supplier, and while it's usually met, delays can occur. However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see Katie from our resolution team has been in touch and offered a gesture of goodwill in hope to make amends.
Thank you for your patience, my apologies once more.
- Colin
“Same experience as others, oder made on 10 Dec, meant to be delivered by mid-Feb, the delivery window has lapsed and there has been no contact or response to my multiple messages and itās not possible to get through their customer services via the phone. Stay away, itās a scam company!”
Hello,
I am very sorry to learn of the delays you have experienced 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. The preorder timeframe is typically provided by our supplier, and while it's usually met, delays can occur. However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see you have been in good contact with Katie from our resolution team.
Thank you for your patience.
- Colin
