Hi,
Thank you for sharing your feedback.
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
I can see this has been resolved by my colleague.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
“I orderded 2 beds the courrier lost the mattress on the first delivery and apparently it fell off the van ! I waited all day Saturday for a second delivery but it never showed up , I got no email or update . I have no idea when my order will be delivered and unable to speak to anyone by phone .”
Hi,
We're sorry for the frustration you experienced with our customer service!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
Hi,
Thank you so much for taking the time to provide us with your feedback regarding your experience with us!
We genuinely appreciate hearing from our customers and their experiences with our service. We would like to apologize sincerely for the inconvenience you have faced. We understand how frustrating it can be when your furniture hasn't arrived and you haven't received any response to your emails. We truly apologize for the lack of communication and support you have encountered, as this is not the level of customer service we strive to deliver.
Your feedback helps us identify areas for improvement, and we are committed to providing the best possible service to all our customers. We look forward to hearing from you and working towards a resolution.
- Millie
“Ordered several items such as douvet, pillows and bed linen. Nothing massive. Received email from evri saying they have my order and will ship it soon. Next day I received another email saying there's been a delay. No other information other than that.
Emailed dusk. They advised me that my order had been damaged. No one thought to tell me this?! They said they were going to chase it up and come back to me.
It's been roughly 10 days and no response even though I've sent more emails. Currently sat on hold trying to get through to them so I can cancel the order and get a refund. Absolute joke of a company. Very difficult to communicate with them. Stay well away.”
Hi James,
Thank you so much for letting us know!
This is far from the service we expect our customers to receive. When delays ever occur with Evri, please be assured that our lovely team will always do what they can to resolve this.
I can see our Customer Service team have investigated your delayed delivery and this has now been resolved.
If there's anything I've missed which that could help achieve this and restore your faith in shopping with us in future, please do not hesitate to let me know.
- Millie
“My order dispatched 12 days ago and I’m still yet to receive my order. I’ve sent Dusk numerous emails/ Facebook and instagram messages with only automated or one vague reply and I’m still non the wiser of the whereabouts of my order.
Can you please reply and give me some information of when my order will be delivered. I have just received an email advising me it’s been ‘12 days since receiving my order’ asking me to review it. Im getting very frustrated at the poor customer service. No phone number to call. I’m currently having to sit on a sun lounger as was expecting my delivery a while ago and my old sofa was disposed of. Avoid at all costs. Not holding out much hope of getting it or my money back”
Hi Chris,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Spent over £2000 weeks ago. Still no idea when furniture will arrive. Have held on for 30 then 40 minutes to speak to someone but was cut off after 40 minutes. Someone (Isabelle) did call me but said the system was down and she'd call me back but didn't. Am tearing my hair out! Avoid this company.”
Hi Christine,
Thank you for sharing your feedback.
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
I can see this is actively getting resolved by my colleagues.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
“Honestly the worst experience with a company yet. We bought a bed from dusk and upon delivery both the large boxes that were marked “two person job” were carried with one man. The box was placed on our flooring cause VERY large scratched across the room. We contacted Dusk and the delivery company immediately. After 4 months of back and forth with both companies refusing to take responsibility and many hours of phone calls and emails, Dusk gave a refund of 20% of the bed… that’s 50 pounds out of the £650 it cost to relay the damaged floor in the room. There was limited apologies and sincerity and I am appalled that after months of back and forth, this was the service. I would not suggest ordering from DUSK!!!”
Hi Jessie,
Thank you for sharing your feedback. Due to recent access to this platform, there was a delay in providing a timely response.
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
“We cannot comment on the quality of the sofa because we haven't received it having been completely let down by their delivery service. Having complained, their office personnel are simply in denial. I wish we had read all of these other awful reviews before making our purchase. Maybe Dusk will consider awarding their delivery contract to a more reliable company than Rhenus Home Delivery.”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Unfortunately, from the details you have disclosed privately, I am unable to find the order you are referring to. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
- Millie
“I'm having a nightmare!!!
Bought a loveseat which I'm trying to return. They don't reply to email, phone is constantly engaged so I cant speak to anybody. Facebook messages has an automated message.
I've previously bought small items which seems OK if you don't need to speak to them.
Seriously consider before buying anything large - you'll struggle to get in touch if you need them.
Was going to say the most appalling customer service but its actually non existent customer service.”
Hi Gillian,
I am sorry you have struggled to get in contact us, this is far from the usual service we expect for our customers.
We have received a higher influx of contact which has resulted in us falling short of our usual response times.
I would like to reassure you that we are doing all that we can to ensure we are providing the best DUSK experience from here on.
I can see this has now been resolved but if there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me!
- Millie
“I ordered a bed 3 weeks ago and after having my delivery re scheduled a couple of times I finally had a delivery this morning however I have only received box 1 of 2 so missing half of the order and the delivery company confirmed that Dusk didn’t send both boxes to them so I am now stuck with just a headboard. I ordered this bed because the reviews of the quality of the bed were good but if I knew the delivery was this stressful I wouldn’t have ordered from them.
I will continue to enquire about it but the bed is pretty useless without the other box”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Ordered 3 cushion covers and 3 cushion inserts 4 weeks ago only received 2 inserts no updates . Customer service non existent. Waist of £73.00 . Terrible company do not use”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Terrible customer service! Had to return mattress topper as it was poor quality and paper thin. Took weeks to get a reply to my emails to customer service. Just ignoring emails, radio silence. Really bad experience, do not purchase from this company!”
Hi,
I am so sorry for the issues faced with your order! This does not sound like our usual DUSK quality.
We're sorry for the frustration you experienced with our customer service. This doesn't meet our standards, and we apologize for any inconvenience.
Your feedback is invaluable, and we're committed to learning and improving.
I can see my colleague processed a full refund for this item.
If there's anything I can do to restore your faith in shopping with us in future, please do not hesitate to let me know!
- Millie
“We ordered furniture in July all paid and we are in October the 12th 2023 we called customer service lots of times and they said they are checking it's in quality control i can't believe it takes 3 months.
Anyway we got a email on the same day that they are refunding the money because they don't have the furniture anymore i would 100% advise anyone do not pay this dusk any money when ordering .
Anyone has put 1 stars on review will not get any response from dusk so please read reviews before buying anything from this company bad, bad company.”
Hi,
I am so sorry to hear about the experience you've had this time round. This is far from what we want our customers to go through and I can assure you we will do what we can to make this right.
I am unable to find the order you are relating to under the details you have provided. I have sent you a link to obtain further details.
If there's anything I can do to restore your faith in shopping with us in future, please do not hesitate to let me know!
- Millie
“Ordered a bed and it has still not arrived over two weeks later, delivery driver ignored my call as I went out to collect my son from school, delivery was missed, I was asked to call the delivery company, was on hold for over an hour, finally got through only to be told that I had to organise a re-delivery with Dusk.com, no number to call Dusk on, waited a few days, received an email telling me I could either pay £30 for re-delivery or be credited £40 less, if the goods are returned to Dusk and are no longer required, paid the £30 and I have still not heard back from either Dusk or the delivery company when my bed frame is being delivered. DO NOT USE THIS COMPANY. STAY AWAY FROM DUSK.COM.”
Hi Leon,
We appreciate you providing your feedboack!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“AWFUL customer service, DO NOT USE. I wrote to them immediately after purchasing to say the address was incorrect and to ask them to apply the discount code. They ignore my request time and time again, after a week of trying I took it to Instagram after 5 days of chasing someone replied after reading any of my messages saying there is nothing they could do now the item had been delivered to an address I know longer live at. Had they just replied to any one of my messages during the 2 weeks prior, I would not be £150 down and without any bedding. Disgusting way to treat people.”
Hi Michelle,
I'm so sorry for the issues you have faced with your order!
We're sorry for the frustration you experienced with our customer service. This doesn't meet our standards, and we apologize for any inconvenience.
I can see my colleague, Colin, reached out in September with a resolution but we have no received a response!
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
- Millie
“The delivery company are ambiguous in its delivery instructions. I have spent all day on phone to rhenus delivery, in very long reply queues get to number 2 and the line dies on each occasion. I am still bewildered as to when and if m sofa will be delivered. I waited in on 9/9/23 no show! Perhaps the couch will arrive on 15/9/23, not sure, Customer number S21207921. I would not have placed order had I known how difficult and anxiety riven whole process has become. Suggest you change delivery firm”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“STONE GREY is different to photos. Appalling customer service. Photos on left side are bed received and the right are from website.
Like many others have found according to these reviews, our STONE GREY BED turned up a completely different colour to the one advertised in the photos. The bed should have been described as SILVER grey as this is in fact what it looked like.
We immediately opted for the return and were told that they can't take responsibility for their photos not being an accurate representation of the product. How dreadful is that for an online retailer?
Their customer service is appalling. They do not respond to formal complaints, nor do they pick up the phone. It took 4 weeks for the delivery company to arrive to collect the bed and despite telling us over the phone that we would be offered a gesture of good will they've still charged us £40 for the refund. I can assume this gesture of goodwill would have been the full refund because there is no chance I'd ever shop with a retailer that openly admits that the photos on their website aren't reflective of the actual products.
I was also told on the phone that "we should update the photos" - if that's not accepting liability I don't know what is!
This is an outright breach of the consumer rights act which states that a product sold online should be of suitable quality and AS DESCRIBED.”
Hi Oliver,
Thank you for your feedback!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Various lighting and surrounding can alter the colouring of the item and I do truly apologise you were not satisfied with the colour.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Still not received my order after ordering 4 weeks ago. No update letting me know it had been dispatched late or wouldn’t arrive on time, I’m heavily pregnant and sleeping on a mattress on the floor still after 4 weeks waiting for this bed and have no idea how long it’s going to take to arrive”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“When I bought this online mid March it said delivery in May on the bed page, then clicking on the colour delivery beginning of April. After paying it said delivery in a week (i.e. 3rd week of March). I got in touch with their customer service and they said 7 April. 7 April, been home all day waiting, nothing. They reply to my message, new delivery 21 April. It's now the 27 April and no news... To be able to track the delivery automatically you need to accept an app that has access to all your emails, which Im not happy with. The customer service response time to emails is days.”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Terrible customer service. Terrible product. Waiting for a product part to be delivered for over a month and they sent me the same wrong part.
Matthew”
Hi Matthew,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
