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.
On further review of your confirmation email, I notice your mattress was purchased on a reserved preorder. The estimated delivery timeframe noted was 8th August - 12th August.
We do kindly note on our delivery page and your confirmation email "If you have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those item are purchased on a pre-order, please refer to the latest estimated delivery date on your order confirmation".
I apologise if this was overlooked before checkout. Please know that we take your feedback seriously. I am sorry to see you have cancelled your order, a full refund has been issued.
Thank you for your patience.
- DUSK Resolution team.
“We ordered an item and, once the expected delivery date had passed, we got an email sayign it would be longer. Once this passed, we heard no more so got in touch both online and via email, but got nothing back.
Only responding to a review, they then sent out the item, which should have been sent anyway, if they had it in stock. As my request for compensation had been ignored, I called and Saskia told me she'd help. I did get an offer of a £30 voucher but, I didn't find this sufficient, as we had just had a baby and couldn't have people to stay because the item hadn't arrived; not to mention the time wasted at an important time.
After being refused a partial refund, I asked for the CEO's contact details and was, again, ignored. I then heard from Sophie who further refused my requests as it isn't their policy to process refunds. I have two issues with this: (1) Setting rules for yourself doesn't count as not being able to do something; and (2) I don't want to have to spend more money with a company who obviously doesn't care about their customers, just to access something that is supposedly an apology.
What I was most disappointed by was their CEO, Jason Walker, who never got back to me, despite being copied into numerous emails. With leadership like that, it's no wonder that their customer service staff feel they can treat customers like this.
To conclude, don't bother wasting your time by using this company. If you eventually get your products, you best hope that you don't have any issues as you'll spend an inordinate amount of time trying, and failing, to get a resolution. It is obvious that they are struggling, so it's probably best to leave them to it.”
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.
Sadly I am currently unable to investigate this further, there's no contact or order details associated with your review. If your query is not yet resolved, please do get in touch at help@dusk.com.
- DUSK Resolution team.
“I returned 2 pillows on 18 June. It is now 30th July and I still have not received my refund despite sending proof that the order was returned by sing an EVRI shop. The customer service for DUSK is the worst I have ever experienced. I will never use them again.”
Hello,
I am sorry for the delay in receiving your refund. As noted on our returns page, we kindly ask you allow a maximum of 14 days for your return to be collected, reach our warehouse and a refund be issued.
If that time passes, please contact with your proof or postage and we will happily provide a manual refund. I apologise once more for the delay but pleased to see your refund has now been issued.
Thanks for your patience!
- DUSK Resolution team.
“Dreadful experience. We were told that something we’d ordered would be late. The new date passed… nothing. We emailed and filled out the contact form… nothing. We input the order number into the website… nothing. What an unprofessional company. I would absolutely not reccomend buying from them as you’d be lucky to even recieve something.
EDIT: We just recieved an email stating that the item had been shipped - if it was in stock, why wasn’t it sent earlier without us having to complain? We were also offered no compensation which, considering how late it is, the fact we haven’t been able to have guests stay following our daughter’s birth and fact that we’ve been ignored every time we’ve got in touch is totally unacceptable and, frankly, rude. This has shown absolutely no respect for us as customers and, unless we recieve a significant discount, we will leave with a very poor taste in our mouths. A terrible response to a complaint. So far… my view of the company has only got worse, not improved. I’ll update again if they respond.
EDIT 2: Thwy offered me a £30 voucher and I explained that I would only accept a £30 refund, as I don’t want to have to spend more money with them in order to acceas their gesture of goodwill. After being refused, I asked for the details of their CEO. They ignored me. I love how they pretend they care when responding to reviewers but have literally no interest in resolving issues caused entirely by them.”
“Appalling company and I’m thinking I have been scammed. Avoid at all costs!
Ordered a bed that I needed at relatively short notice but the website advised that dispatch would have been up to 10 days, which would have been fine.
However as it became apparent this was not going to be the case and it would not arrive in time, I requested the order was cancelled. Incidentally I then found an alternative bed with a competitor company that arrived in days. That’s exactly how it should be
Regarding my cancellation request - this has been ignored despite several chasers and follow ups. I then received an automated update letting me know my order had been shipped even though I had clearly let them know multiple times it was not needed.
I have been hold with their supposed customer service department at the time of writing this for over an hour and a half.
Their customer service line is also clearly designed so that you give up. They make you confirm every 20 seconds (by pressing 1 on the keypad) that you are still happy to wait to speak to a team member. Clearly there is no personnel who man these lines and my advice is for anyone who needs to contact them to not bother trying this number.
For anyone who is yet to order from Dusk and is thinking of doing so, my advice is absolutely do not. It’s looking like I have been scammed so wanted to warn others.”
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.
On further review, your Middleton bed was shipped to Rhenus on the 29th July as per your Rhenus tracking number.
As your order was shipped, I apologise for the delay in receiving confirmation from Rhenus that your delivery had been cancelled. We would never want customers out of pocket and I apologise that the delay led you to believe you had been scammed.
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 cancellation request and refund have now been issued. Thank you for your patience.
- DUSK Resolution team.
“Absolutely awful experience. We ordered a sofa on May 26 and it still hasn’t arrived - 9 weeks and counting. Last week we finally received an update (after weeks and weeks of no communication) that our sofa was finally ready for delivery, only for us to receive an email a day later that this was an error as one of the sofa parts was missing and have received absolutely zero updates or news on a new estimated delivery time. We have been living without a sofa for 9 weeks now. Horrible service, horrible 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.
On further review, I am pleased to see your order has now been delivered by BJS.
Thank you for your patience, my apologies once more for the delay.
- DUSK Resolution team.
“DONT ORDER FROM HERE I WISH I READ REVIEWS THEY ARE BLATANTLY IGNORING MY EMAILS FOR MY MONEY BACK FOR AN ORDER THAT HAS NOT BEEN DESPATCHED YET ! THIS IS WHAT IM DEALING WITH !!!!
Order number. S21900895 I’m trying cancel order because I ordered wrong colour was told I had to cancel get refund and reorder because they can’t change it I have been on phone for hour no answer I have sent ten emails no reply please please can someone cancel and refund me asap for the two sofas I paid for they have not been despatched yet please refund me ,if this is what it’s like to even get refund I don’t know if I even want to reorder not impressed and getting angry now”
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 sorry that your recent experience has led to you to cancel your order. A full refund has now been issued.
My apologies once more.
- DUSK Resolution team
“Stilllllll waiting on a notification of confirmed refund for a product which was ordered months ago but expected delivery was pushed back to September. Like many other I am reading now, I am left without a sofa and out of wallet. If you cannot service orders properly, why bother trying to sell things online!”
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 sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
My apologies once more.
- DUSK Resolution team.
“Order numbers: S21906556 and S21761691
Honestly I cannot write enough BAD reviews about this company. The WORST customer experience I have ever had.
We ordered a bed frame from Dusk at the START of May. Still not delivered. We have just learnt TODAY that the first order was CANCELLED a month ago (hence the two order numbers). The incorrect address was on our order and after countless emails back and forth to update the delivery address we have STILL not received any delivery or confirmation of correct address. The delivery company also lost our delivery TWICE causing extreme delays. There is no phone number of actual person to contact. If you are planning on purchasing from this company, DON'T!!!! Fix your customer service and delivery partner!!!! THIS IS RIDICULOUS.”
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 will ensure this is resolved as a matter of urgency.
- DUSK Resolution team.
“Waiting for a delivery since May and now they are saying have to wait until Sept. can someone help or they should shut their services if they can’t cope”
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 team have been in contact to provide an update.
Thank you for your patience.
DUSK Resolution team.
“Absolutely shocking company I would never recommend ordering through them! Have been waiting weeks for my dispatch email and still NOTHING!!!!!! Have been on hold for hours to only get through for the second time to have the phone put down on me!!!!!! No customer service and all the emails are generic so no further updates!!! AVOID AVOID 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. I will ensure this is resolved as a matter or urgency.
-DUSK Resolution team.
“I ordered a bed and I was delivered half a bed - the foot and rails were missing.
Impossible to reach out to customer services - I am now left with a bed I am not able to use who knows how long for before they can collect it and refund me.
You are expected to pay £ 40 for the collection of faulty items, even if it is not your fault the bed was delivered incomplete.”
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. If a return is raised due to any faults or quality issues, then a returns fee would not apply. On further review I can see this was confirmed on the 23rd of July "Please note there is a collection fee of £39.99, which will be waived from your refund as the item is faulty".
In regard to the parts you have advised are missing. They are stored in the zip compartment at the back of your headboard, this is also confirmed in your instruction manual. As we have not received a reply in regard to this, we assume the parts have now been located.
Thank you for your patience.
- DUSK Resolution team.
“Ordered a bed from Dusk after seeing them advertised on TV.
Bed was assembled a few weeks after delivery due to the fact I am not yet living in the property and was unable to assemble it myself due to being a new mum to a 10 week old baby as well as having a physical disability.
Therefore, I had to arrange for somebody to assemble the bed for me.
Once bed was assembled it was noticed that there was a fault with the stitching around the headboard. Therefore, I emailed dusk with pictures attached just to receive automatic replies saying that i wouldn't be eligible for a refund as it has been more than 7days since the item was delivered (even though it had still been in the box as I had nobody to put it together for me for a few weeks).
Like everyone else I wish I had read the reviews before ordering, the customer service is awful. I am now out of pocket with a faulty bed and unfortunately I now have no choice other than to explore my options by getting in touch with trading standards.”
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 will ensure this is resolved as a matter or urgency.
-DUSK Resolution team.
“Extremely disappointed with the refund process for a sofa, dining table, TV cabinet, and six dining chairs from Dusk. The delay has been unacceptable. Dusk’s so-called "delivery partner" only contacted me about a collection slot after I reached out myself. When the furniture was finally collected the guys were really rude.
Despite being told the refund would take up to 14 days post-collection, it has now been three weeks, and I have yet to receive it. I had to follow up via email and the online portal so many times with no response. The lack of a customer service contact number makes the matter worse.
After contacting them, I finally received an email confirming that the refund had been processed, but now I have to wait an additional 3-5 working days. The emails also repeat how this isn’t the usual Dusk quality standard, which does little to rectify the situation.
The initial purchase experience was equally frustrating, as it took nearly 8 weeks to deliver the furniture, requiring constant follow-ups for updates. It's clear they’re facing delays with certain items, which should be communicated on their website instead of providing unrealistic estimated delivery dates giving customers false hope.
Overall, the customer service has been extremely poor, and this experience has been highly disappointing, especially since my previous purchase of a bed from Dusk was issue-free :(”
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 valuable feedback is essential to our continuous dedication to providing outstanding service and enables us to pinpoint areas for improvement. We will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Order my bed at the start of July. 10 days gone past and no email of confirmation to let me know it was dispatched. When finally got the email, my order was supposed to be delivered tomorrow and I just received a text saying there was a system error and now need to wait for update. I have email DUSK and requested to speak with customer service, 0 response unless it is an automatic response. I am regretting buying from dusk and would avoid at all costs. Although I haven't waited as long as most of the reviews have, I am still not happy with how DUSK handles their service and I want my order as soon as as it is starting to impact on my professional life having to swap shifts.”
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.
On further review, your order was dispatched to BJS on the 22nd July. I am sorry to see the courier cancelled your scheduled delivery due to a system issue.
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 mattress and Ascot bed have now reached you. Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I never wrote a bad review for anyone as I can understand that we are all humans and we can all make mistakes. The fact that I am writing now shows the amount of fustration I've gathered in the last month, "fighting" to get my bed and mattress delivered, considering i placed the order on the 19th of June and today is 22nd of July and there is no signs of any delivery email.
I've been lied on the phone and through emails for 3 weeks now, that my order is placed with priority, but nothing is being done to take this seriously.
I'm done with this company, and I wish to no one to go through what I am going through.
I can't even find my words to express my disappointment, fustration and anger.”
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 will ensure this is resolved as a matter or urgency.
-DUSK Resolution team.
“I recently purchased 4 chairs on their website and was told that they would be on reserve until 21st-25th of July, which was fine. I contacted Dusk customer service on the 13th of July to say that I unfortunately would need to cancel the order, to my surprise I received an email back an hour later explaining that this was fine, my refund request would be processed and I would hear back from the credits and carrier teams in 72 hours… I would also not be liable for a £40 return fee because my items had not yet been dispatched.
Several days passed and I responded to the original email asking for an update, to which I received no reply, I responded again, no reply… I also tried contacting them on social media since there seemed to be little other way to actually get in contact with them online and even then, I was ignored… In the meantime I received an automated email to say my chairs now would not be delivered until the end of August due to a stock issue. I thought this would be fine because it buys me some more time to chase for a response, with my fear being that the chairs would be dispatched before my refund was properly processed. Despite this delay till the end of August, the next day I receive communication from the courier to say my order has been dispatched (???). I immediately send another very concerned email to Dusk, to which I have still not had a single reply back, and I also get in contact with the courier myself to let them know not to deliver my order to me because I’ve (supposedly) already begun the process of cancelling the order with Dusk.
Since then, the courier has been waiting for a response from Dusk to obviously understand what they need to do with the order but nothing has yet proceeded. This process has been so long we have now surpassed my original delivery date, the order that was not to be dispatched did in fact get dispatched and despite hearing back within the hour from my original email, it’s now been 9 days since I received any correspondence from Dusk, nor did the credits and carriers team ever contact me.
Whilst I will continue to try to get in contact with Dusk regarding an update on my order, I’ve had no choice but to also begin proceeding with opening a dispute with my credit card issuer to claim the money back. I’ve been told this could take up to 12 weeks plus 45 days for the refund to be agreed. I wonder if that will be a quicker and more straightforward process than getting a response from Dusk themselves, despite what they had advised to me from my original email on 13.07.24…
I will never use Dusk again because of their extremely poor customer service and false promises that have still yet to be fulfilled. I appreciate the time it takes to process these things, but an update or response that they were even receiving my messages / speaking to the couriers or any other teams in the process of refunding my order, would have made this an easier 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.
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 sorry that your recent experience led you to cancel your order. A full refund has now been issued.
My apologies once more.
- DUSK Resolution team.
“I ordered a burnt orange loveseat ( it’s just a wide chair) …. It took about three months to arrive. No updates on delivery. When it came I liked the look of it do ordered the footstool. Upshot. Both v hard. The seat has sunk and I’ve had to take the legs off the footstool as it’s too high….wouldn’t buy from them 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 your feedback has been sent to the relevant team.
- DUSK Resolution team.
“After reading the reviews I realised that I should have read reviews before I placed my order. Everything about this company is wrong and so far they have got away with it. Please read their replies to the complaints. It’s just absolutely ridiculous.
I have cancelled my order within 48 hours of my order.
After placing the order I wanted to contact the company regarding amendment to my address and it was almost impossible to communicate with them.
I sent them an amended address and after receiving a very confusing email regarding the date of the delivery I requested to cancel the order.
I am still waiting to hear from them.
But after reading the complaints in this page I realised that this is how this company opperates.
My order number is
S21887691 Cancel the order pls I have replied to your message”
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 sorry that the reviews on this platform has led you to cancel your order. As per the positive customer reviews our TrustPilot page, I can assure you that your experience you've had is far from the usual standard.
On further review, I can see one of our team have outreached to you and expressed our sincere apologies. A gesture of goodwill was also provided to make amends.
We offer our apologies once more.
- DUSK Resolution team.
