“Ordered a sofa in April. 1 email to tell me about the delay. Emailed and got automated responses. 1 gave a phone number and after waiting over am hour managed to speak to someone ( which could've been a robot) obviously reading from a script and if asked a question off of the script couldn't answer and would repeat same answer again. Cancelled order in the end as fed up with waiting and the lack of customer service skills. Waiting to see if I get refund now... not convinced...”
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 reached you, my apologies once more for the delay.
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 am pleased to see your order has now been delivered by Rhenus.
Thank you for your patience, my apologies once more.
- Colin
“Scam company who write their own reviews on Trustpilot. Read them yourself if you want a giggle. So blatantly from the same person/people it’s pretty funny. What’s not funny however is their lack of customer service and their propensity for stealing their customer’s money. Avoid at all costs.”
Hello,
I am truly sorry for the issues you faced with your order.
All the reviews you have noted are left by customers. As with any retailer using review platforms, we adhere to the platform's strict, monitored guidelines and have no control over the reviews. Reviews are vital for us to take appropriate action on feedback provided, investigate, and reach out to customers to ensure satisfaction. I can see that Lily has already reached out to you following your TrustPilot review.
Thank you for your feedback, and I deeply apologise once more for the experience you had. We certainly don't want our customers to be out of pocket, and I can confirm that a full refund has now been issued.
Your feedback is valuable, and we aim to provide a better experience next time.
- Colin
“AVOID AVOID AVOID
Will take your money but don't dispatch your order. Placed order S21818152 two weeks ago and my order has still not left their warehouse despite saying it's in stock. Telephone number provided by them on their email doesn't work - suprise suprise!”
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 was delivered on the 27th June by Rhenus.
Thank you for your patience, my apologies once more for the delay.
- Colin
“Order number S21824730, I placed an order nearly 2 weeks ago and haven’t received any correspondence about it being despatched. I emailed yesterday chasing this up and got an automated response. I recently bought a house and have been sleeping on the floor since and have guests coming over next week. I need urgent update alongside my delivery date or I will be canceling my order and leaving reviews on all platforms.”
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 reached you by BJS on the 26th June.
Thank you for your patience.
- Colin
“Order number S21824730, I placed an order nearly 2 weeks ago and haven’t received any correspondence about it being despatched. I emailed yesterday chasing this up and got an automated response. I recently bought a house and have been sleeping on the floor since and have guests coming over next week. I need urgent update alongside my delivery date or I will be canceling my order and leaving reviews on all platform.”
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 reached you on the 26th June by BJS.
Thank you for your patience, my apologies once more for the delay.
- Colin
“Order number: S21816991
Made on order for an in stock item on 24th May. After waiting for a while the order was accidentally cancelled by Dusk so I had to contact them to re-order.
Made and paid for the new order on 6th June with the 10-day delivery time frame given. Have chased this order and been told it has been put on a priority order list but still no update email or update on my account and the item is now out of stock on the website so worried I have paid for something I am not going to receive.
Ordered and received a bed the other month with no problem but after this recent experience I am very unlikely to order a large item from Dusk again.”
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 by Rhenus.
Thank you for your patience, my apologies once more.
- Colin
“I ordered an item on the 19th of April, S21719758, and I am still yet to receive the item or get any details on delivery!
I understand they had a warehouse issue but my item was delayed because of this then returned to the warehouse as my details had not been passed on to the delivery company.
It’s now been almost 3 weeks since they communicated this error with no new order details or delivery details given.
Takes weeks to reply to emails so disappointing.”
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 our team have now made contact with you and a full refund has been issued.
Thank you for your patience, my apologies once more.
- Colin
“Yet another customer who has not had any communication regarding the dispatch and delivery of an order.
I ordered an in stock item at the start of June, its been over 10 days and nothing. I have emailed and called - but you either get an auto-response or no answer.
Like so many others, after recently buying a new property we will soon be left with no option but to sleep on the floor until our order arrives.
I will give it another 5 days before I pursue for a refund.
order no - S21816055”
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.
I am pleased to see your order has now been delivered by BJS.
Thank you for your patience, my apologies once more.
- Colin
“. Ordered from dusk just under two months ago. Was excited to revive my order that was being delivery about 2 weeks from when I ordered it which was expected. On delivery I was informed half of my bed was damaged so they sent that box back and will get dusk to send a replacement. Have emailed multiple times being told ‘it was a preorder’ when it wasn’t and I revived half my bed. I’ve got bruises from sleeping on the floor and have emailed countless times with untimely and different information each time. I thought dusk was a reputation business but form reading other reviews I have realised this doesn’t seem to be the case so be warned.”
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 replacement order is now with BJS and delivery is scheduled for the 4th.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
Hi Alex,
Thank you for your feedback.
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 request to cancel was actioned and a full refund was issued.
- DUSK Resolution Team
“I Placed an order on the 5th June for a New Bed, not received Confirmation or a Delivery date. It is very difficult to contact Dusk. I have sent two e mails No reply as yet. Still waiting!!!!”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
I have contacted our warehouse and requested your order be dispatched as priority, my apologies once more for the delay.
Thank you for your patience and bearing with us. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Hi I have been trying to get in touch with someone regarding my Order S21812276. Nobody has come back to me and I am desperately waiting for our bed frame to move into our new apartment. I really hope the order gets delivered and I’m not waiting a month longer than the expected delivery time they had posted on the website when I ordered.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
I am pleased to see your order is now booked for delivery on the 22nd June.
Thank you for your patience and bearing with us. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“We ordered a stock item sofa over ten days ago and paid in full. We have had no update at all as to when we can expect delivery. Dusk also make it very difficult to find a contact number, which is frustrating! I have never known a company to keep a customer so uninformed when they have paid in full for an item.”
Hello,
We apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
We can see that your query is being handled and hope that the issue is now resolved.
Thank you for your patience. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Order number: S21766754
The worst customer service I’ve ever experienced!!
Ordered on 12 May and finally received our garden furniture on 27th May. One box was clearly damaged and had been sellotaped together. On opening, the corner part of the sofa was completely bent out of shape. I contacted Dusk immediately via email and a few days later was told a replacement would be sent out if they have it in stock. I’ve sent multiple emails trying to get an update and even tried calling but gave up after 45 mins with no answer.
I have had huge boxes taking up the whole of my kitchen for almost a month with no idea if I will ever receive a replacement and no idea if I should unpack the rest of the order or not. It’s been over a month since I ordered!!
Disgraceful customer service. I certainly will not be recommending 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 can see your replacement request is with our Carriers and Credits team and will be actioned as priority.
Thank you for your patience, my apologies once more.
- Colin
“Order number: S21809908
Ordered the superking ascot bed in grey on 1/6/24 for when we moved house on 6/6/24. It’s been ‘in stock’ on the website. The email stated to allow 10 days for dispatch, but after tracking the order it still says order confirmed.
I rang dusk on 13/6/24 to be told my order is for ‘priority dispatch’ and to allow 24hrs for an update. After ringing again on the Friday 14/6/24 we were told we are still on the priority list and to expect an email.
Now we are on Tuesday 18/6/24 with no contact from DUSK regarding delivery, I’m currently on hold with them to ask for an update.
They are quick to take the money but not deliver - which seems to be a common theme! I wish I read the reviews before purchasing.
After a stressful house move, we are both still sleeping on the sofa 😬. We will not be recommending Dusk to anyone!
Please can someone look into this and deliver our bed ASAP - otherwise we’ll be requesting a refund and going elsewhere.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
I am pleased to see your order is with BJS and delivery is scheduled for the 22nd.
Thank you for your patience and bearing with us. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“DUSK order S21814969 hasn't arrived and no contact from Dusk, no answer by email and long wait times on the phone. Would appreciate a clearer understanding of the status of my bed, I have a broken ankle and no bed!”
changes
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
Please be assured that your order has now been requested as a priority dispatch.
Thank you for your patience. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Order no S21775102. Ordered one month ago. No delivery to date but the worst is Dusk do not advise you when if ever it will arrive. There is no information on the status of the order. Phoned but got put on hold. I wonder if Trading Standards are aware of the communication problems. Meanwhile I get bombarded nearly everyday with Dusk emails promoting their products. I want a UK company to be a success but the communication has to be better.”
Hello,
I am so sorry you are without your order!
I have taken a look into your order and can see that at the time of placing your order, our website unfortunately did not update in time to reflect your item has been purchased on a pre order basis.
I am so sorry for the inconvenience this may have caused! I can see your item is expected to return to stock and have an estimated delivery date of the 21st July.
If you would prefer not to wait for the item to be back in stock, I can request for our team to cancel this from your order and process a full refund for you.
Alternatively, if you are happy to wait, we will dispatch it to you as soon as it is back in stock.
Thank you for your patience, my apologies once more.
- DUSK Resolution team
“I ordered a bed frame a few weeks ago, had no contact from anyone whilst I've tried to contact their team multiple times. My order number is S21812017”
Hello,
We apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
I have reached out to our warehouse and requested that your order be dispatched as priority.
Thank you for your patience. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Ordered a bed 14 days ago, since then I’ve heard nothing from them in regards to delivery! I have contacted them and not heard back I would like to know when on earth my bed will arrive as I am currently waiting for it to move house!!”
Hello,
We apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
On further review I can see your Ascot bed has now dispatched to Rhenus. You should have now received a dispatch confirmation. Rhenus will be in contact with you shortly to arrange a delivery date.
Thank you for your patience. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
