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.
I am pleased to see your remaining items were shipped to Evri on the 3rd May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“WORST COMPANY EVER.
RETURNED 4 DINING CHAIRS AS IT WAS HARD TO ASSEMBLE. I KNEW THERE WOULD BE A £39.99 CHARGE WHICH COMES OFF THE REFUND.
I ONLY RECEIVED A REFUND FOR TWO CHAIRS WITH A DEDUCTION OF £39.99.
HAVING ALERTED THEM ABOUT THIS, THEY APOLOGISED AND SENT ME A REFUND AND CHARGED ME £39.99 AGAIN!
I HAVE BEEN EMAILING THEM EVERY DAY, THERE HAS BEEN NO RESPONSE.
THEY ARE THEIVES AND HAVE TAKEN £80 AND THERE IS NO CONTACT NUMBER FOR THEM. THEY SHOULDNT BE ALLOWED TO TRADE. I CANT BELIEVE THE AMOUNT OF HORRIBLE REVIEWS I'VE READ ABOUT THEM. STAY AWAY FROM THIS HORRIBLE SCAMMING 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.
When a refund is processed the returns fee is automatically deducted. I sincerely apologise for this human error which led you to leave your feedback. I can assure this is not the case and can see a full refund has now been issued. I apologise once more for the oversight.
Thank you for your patience.
DUSK Resolution Team
“I placed an order for two beds, two mattresses & four bedside cabinets, along with two sets of bedding for eight beds- the bedding arrived fairly quickly, but the beds, mattresses and cabinets have not arrived- nearly a month later, although they were all in stock when I placed the order, I have emailed, and requested a phone call back from Dusk.com & apart from automated replies (which don't answer the question) I have not heard anything from them at all. I have sent an email stating a want to cancel the order and be refunded as I am waiting to open an Airbnb business and cant until I have beds- and I haven't had a response to that either. I can't find a phone number anywhere to contact them - but this is beyond frustrating!! I would definitely not order anything from Dusk.com again. NOT A PLEASANT EXPERIENCE.”
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.
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. We do confirm this on our delivery page before checkout and reconfirmed on the top of your confirmation email. Your Middleton bedframe was purchased on preorder and does confirm an estimated delivery date.
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.
I will ensure that you refund and cancellation is actioned today.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“ordered a bed on the 4th April and still not received it. Had zero contact from them. Have sent mails that aren't being replied to. Just held for over 20 minutes and was told no one available and to call back later and was cut off!! Still don't know where my bed is!!!! Absolute joke. Not acceptable.”
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
“This company is a trap, stay away. Infact it shouldn't be allowed to trade.
It has absolutely no contact number, no chat, other than sending an email which leaves you helpless if you have got any queries, cancellation etc.
I have send a cancellation request and still waiting for a reply.”
Hello,
I'm sorry to learn that your recent experience prompted you to leave feedback. Please know that any request to cancel an order without incurring a fee is promptly processed. I can confirm that your request was swiftly actioned by our Carriers and Credits team, resulting in a full refund being issued.
Thank you for your patience throughout this process.
DUSK Resolution Team
“I ordered a Dusk rope storage basket at the beginning of January, the delivery date given was April 14 - 18. I heard nothing so sent several emails asking their customer services when I could expect delivery as I had now waited 4 months. I received my delivery on April 29th and what do you know it was the wrong size. I think I’m more annoyed that they have no contact details other than email. I’m hoping this can be resolved but won’t be using this company again.”
Hello,
I am so sorry to see you have received an incorrect item! I fully understand the frustration this will have caused. 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 I am committed to resolving this matter promptly.
I will reach out to shortly in hope to assist.
Thank you for your patience.
- 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 can see you are in good contact with our management team.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Absolute joke! I ordered a bed frame which was supposed to be delivered two weeks ago. They keep telling me that they have delays and cannot give me any update on when it will be delivered!!! I'm disgusted by the way they treat their customers. I will never ever be ordering from them again!!”
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. I can see your request is with our Carriers and Credits team and will be actioned promptly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“AVOID. Cowboys.
Do not order if you need something within a sensible timescale. We ordered a bed a week ago and it still hasn’t been dispatched. We will now need to order blowup beds for our guests at extra expense.
They really should put a hold on taking any new orders as they clearly can’t handle the ones they have.”
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 2nd of May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Absolutely appalling customer service. Ordered a chair and footstool at the beginning of January and still nothing. I received one email to say dispatch would be delayed until April 8th and here we are 3 weeks later and no goods have arrived. No apology. They have my money. Shocking!!! Do not buy from Dusk. They don't deserve the one star”
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
“I ordered a bed from Dusk in early March but received the wrong-sized bed, which was only evident after taking two hours to put the bed together. I contacted Dusk on March 11th and was told on March 12th that a replacement was on the way. On March 15th, I received an email asking for photos and proof of the wrong-sized bed. I emailed back immediately, stating my confusion, seeing as I was told a new bed was already on the way, and did not hear back until I followed up again on March 20th, expressing my disappointment in their customer service. I heard back that day and was told a new bed would be sent but that I had to disassemble and repackage the original bed myself and keep all fixtures and fittings for the new bed, which, given they would be different sizes, was very confusing. I asked for clarification again and stated my disappointment, to which I was told, "Our priority is to get the situation resolved for you. Then, once we are both happy with the outcome and the situation is resolved, I can assure you that we will review the query in full and provide a suitable gesture of goodwill.". The new bed was not shipped until March 25th and did not arrive until April 5th from delivery men who joked they might be back in a week because they weren't sure if this was the right size or not. I had to disassemble and package the original bed, which took nearly two hours, and reassemble the new bed, which took over two hours. Since then, I have not heard from Dusk at all, despite reaching out again on April 15th and April 27th. There has been no "gesture of goodwill" as promised or attempt to remedy the situation. I will never order from Dusk again and I suggest you don't waste your time either.”
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.
If a gesture of goodwill has been advised once resolved, then this should be fulfilled, I apologise once more if this has not been actioned. I will investigate and contact you shortly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“The worst experience I have had since buying online.
Ordered on 29th March, delivery estimate 13th to 16th April, to be told that order would get to their warehouse on 18th April if no more delays.
Please when ordering online from Dusk be aware that's a matter of luck if your order will be delivered or not.
I am requesting a refund.
Shocking and no words.
No matter how good the product looks, but they are a company of their word. Misleading and unprofessional.”
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. We would never want customers to be left out of pocket. I can see your request has been actioned and a full refund issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Horrendous experience. Still not received my order or even an update a MONTH after ordering - spend hundreds on a new bed and they are absolutely impossible to reach. I never leave bad reviews but do not buy from this company!”
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. Your patience in awaiting an update is greatly appreciated.
As a result of these issues, our customer service team are experiencing a high volume of queries which is also impacting wider response times, including for customers who are not affected by the delays.
Again we kindly ask you to please bear with us and assure you that our normal five-star service will soon resume.
Kind regards,
DUSK Resolution Team
“Absolutely pathetic customer experience. Ordered a sofa on 7th April with 10 days delivery time. Still waiting for a response - We can understand if its delayed due to a genuine reason, however if all orders irrespective of when they are placed are delayed and on top of that they do everything to frustrate customers by not giving any way to reach them/ no response/ no assurance that its not a fraud company and order will be delivered on this date - I fail to understand why are they still in this business and fool new customers. if they dont have stock, pathetic customer service, no way to reach them, why do they run sale on website and just make more people suffer who buy from their website. Never buying again from here”
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 now reached you on the 1st May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Again I agree with all these reviews they have no way of communicating with them, they do not reply to emails, still waiting for a delivery date and who knows if we will even get it. I would like my money back and to cancel the order but where to even start. Appaulling customer service which I just didn't think was possible in this day and age”
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 sorry that your recent experience has led you to cancel your order, I can see a full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Still waiting for my delivery. It’s now the 18th working day.
After being told there was an issue with their ordering system my order for the bed was done again and this time was told 10 working days. This was on the 13th working day of waiting for my original point of order on the 28th of March (so 13 working days not Inc the bank hol). I was originally told 5 working days.
I’ve emailed multiple times and had no response at all. Still no idea when to expect delivery. The service is absolutely dire.”
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.
As I do not have any order details from your review, I am currently unable to locate your order and reach out to you. We would love to help. Please get in touch via our helpdesk using the below link.
https://help.dusk.com/hc/en-gb
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Paid for bed frame on the 7th of this month and still not despatched....
What a bunch of clowns. Asked for order to be cancelled and still nothing. Impossible to contact. It has been 20 days nearly and still nothing. Was meant to be delivered by the 21st latest
Had to report this transaction as fraud to my bank. 20 days and they cant even type an email. What a shambles company
Hope they go bankrupt”
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.
On further review, I can see your order was cancelled and refunded on the 26th April. My apologies once more.
DUSK Resolution Team
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. I can see that this has been actioned and a full refund issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
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. Your patience in awaiting an update is greatly appreciated.
As a result of these issues, our customer service team are experiencing a high volume of queries which is also impacting wider response times, including for customers who are not affected by the delays. Again we kindly ask you to please bear with us and assure you that our normal five-star service will soon resume.
Kind regards,
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.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
