“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.
“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.
“I bought a bed and arranged for the delivery, I was in and waiting at the time of delivery and nothing turned up, when checking the website it states they had the wrong address. I also ordered some pillowcases and the item that arrived in dusk packaging was an extra large black dress. When I contacted them they agreed to send the pillow cases but yet again I am sat here with no delivery. Listen to this warning do not shop at dusk.”
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 looked into as a matter or urgency.
-DUSK Resolution team.
“Extremely Disappointing Experience
I recently had the worst experience ever while purchasing a dining table. I am utterly disappointed with the quality issues and the lack of prompt customer service. It has been a long and frustrating journey, and I feel compelled to share my experience.
I initially purchased a dining table in March, hoping to have a beautiful addition to my home. However, when the table was delivered, it had noticeable quality issues. The disappointment was immense, but I decided to give the company a chance and requested a replacement.
Unfortunately, my hopes for a better experience were shattered when the replacement table arrived. Not only did it have the same quality issues, but it also had missing screws, making it impossible to assemble. This was an unacceptable level of negligence on the part of the company.
What added to my frustration was the incredibly slow customer service. Throughout this ordeal, their response time was painfully slow, leaving me feeling unheard and neglected. It is disheartening to have to constantly follow up and still not receive a satisfactory resolution.
To make matters worse, it is now July, and I am still without a functional dining table. The fact that I made the purchase in March and have not received a table after all these months is beyond comprehension. This level of delay and lack of accountability is simply unacceptable.
I am deeply disappointed with this entire experience. The quality issues, the missing screws, the slow customer service, and the extensive delay have left me feeling frustrated and let down. As a customer, I expected better, and I believe others should be aware of this subpar service.
I sincerely hope that the company takes immediate action to rectify this situation and provide a satisfactory solution. No customer should have to endure such a prolonged and unsatisfactory 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.
I fully understand your frustration, you should not have received your item in the condition described, my apologies.
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, we will do better next time.
I am sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
- DUSK Resolution team.
“worst experience ever
worst experience ever, bed not delivered more than 20 days, when i cancelled, have been charged £39.99 return fee.
Hi Sanjay,
We are so sorry to hear you would like to cancel your order.
We would love to process your request to cancel but unfortunately, your order has already been dispatched from our warehouse.
We understand that your delivery might not be suitable for you, so we can of course put in a request with our delivery partner Rhenus to return your item to us.
Please be aware this is no longer a cancellation as your order has now despatched from our warehouse and so our usual returns process including a £39.99 returns fee will be deducted from your order once this is processed as a return.
Please can you confirm if you wish to proceed with the return of your item to us and no longer require this?
We would really appreciate if you could share the reason for your cancellation, as this helps us to improve our services and overall experience for our customers.
Kind regards,
Vedhita,
Customer Service Executive
On 15 July 2024 at 17:51:46 UTC,
wrote:
Hi Sanjay,
Firstly, I would like to share my sincere apologies for the delayed response from our end, we are working hard to get back to all of our customers as quickly as possible.
Thank you for reaching out to us!
I would like to thank you for bringing this to our attention and we are truly sorry for the inconvenience caused.
We appreciate your email and the opportunity to assist you with your query.
I have forwarded your request to one of my colleagues who will be reaching out to you as soon as possible. They are well-equipped to provide you with the guidance and support you need.
Please note our team work Monday- Friday 8am-7pm, excluding bank holidays and so any calls to you will be made within these hours. If you would like to call us at a more convenient time for you, please contact our team on: 0113 519 0311
In the meantime, if there is anything else we can do to assist you or if you have any additional questions or information, please feel free to respond directly to this email thread and my colleague will be more than happy to help.
Thank you again for contacting us, and we look forward to speaking with you soon!
Thank you for supporting our online store! Purchases both big and small help us keep our dream of providing the best quality products to our customers.
Thank you for your trust and for choosing DUSK.
Kind regards,
Toolsykumar,
Customer Service Executive
Hello Sanjay
Thank you for contacting DUSK!
We operate Monday to Friday, 8:00 – 20:00, excluding bank holidays.
Unfortunately, we’re currently experiencing high volumes of contact at the moment, resulting in longer response times than we’d hoped for. We promise to get back to all customers as soon as possible.
If you are contacting us regarding the dispatch of your order, we’re sorry to advise that we’ve experienced unprecedented delays, which has resulted in longer wait times than we usually experience. As a result, we’re currently kindly asking our customers to allow longer timeframes than we usually expect.
If your order does not have any estimated delivery dates and is on standard delivery, please allow 10 working days for your order to be dispatched.
In the meantime, you may be able to find the answer to your query in our FAQs.
Love from,
DUSK Customer Service Team x
Thanks for your order, Mr!
Hi Mr,
Please allow up to 10 days for dispatch of in-stock items, and refer to the estimated delivery dates provided below for items on pre-order.
We'll send you an email to confirm when your order is on it's way, with further details on your delivery.
If you have multiple Large Items (delivered by Rhenus/BJS), we'll dispatch them together as soon as they are all available. If any of those items are purchased on a pre-order, please refer to the latest estimated delivery date below.
Small Items (delivered by Evri) will be sent separately, as soon as we have them available.
Preparing for your delivery
If you have ordered furniture or large items, please read our 'Will it fit?' guide here.
Need a VAT receipt?
Download PDF Receipt
Order No. S21861284
30/06/2024”
Hello,
Thank you for your feedback, I am deeply sorry for the issues faced with your order this time.
On further review, I can see your experience has not been great or met our usual standards, for that I am truly sorry.
If an item has dispatched to the courier, a returns fee is charged is cancelled. However, this should not have been charged on this occasion due to the issues highlighted with BJS. Please accept my apologies once more for this oversight.
I will rectify this issue immediately and contact you shortly.
- Colin
“Absolutely terrible experience from both disk and their delivery partner ORDER at own risk. Almost a month later we have no bed or mattress with a separate order for pillows still yet to arrive.
We have been calling for 3 days no answer stay on hold for over 30 mins. The Instagram team responds but with no useful information. Emails don’t get answered. Such a shame as their products look good at reasonable prices but overall their customer service is non existent. I’ll be claiming my money back through the bank since dusk has decided to ghost me.”
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, we will do better next time.
- DUSK Resolution team.
“Shocking experience, I am so frustrated and disappointed by the service I have received so far. My order arrived late and incomplete, then I managed to get hold of someone on their customer service (which is so hard) , they sent a replacement order which had some issues and never arrived. I had to contact them 3 times to get a reply, and have them notice that they actually had my product back in their warehouse. Since then I have had no reply about when they are sending my things. It is so frustrating and unethical to sell products and manage things like this. I ordered this almost a month ago and DUSK team doesn’t even seem to be aware that they need to deliver what I paid for!
HOW CAN A COMPANY TAKE YOUR MONEY AND THEN NOT MAKE SURE THEY GIVE YOU WHAT YOU PAID FOR? Shocking!
I was so excited about my purchase :(, it is such a shame since their products seem good quality, but they have such an issue with their logistics and customer service that I regret so much for giving them my money. DO NOT BUY WITH DUSK unless you want a nightmare.”
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, we will do better next time.
- DUSK Resolution team.
“The customer service is awful !
I have placed an order back in April and since then only been lied to by the company.
When placing the order the estimated delivery date was 1st week of June then I had an email to say there's a delay and should expect the bed to be delivered week commencing the 24th of June which was not too much of an issue as these things happen however when contacting customer services I have been told I should receive an email from the delivery company by 29th of June.... yet again nothing. I have contacted the same customer service assistant and she has said my order has been placed on 'priority dispatch' and I should have an email with delivery information within 48h and again NOTHING. I have contacted the customer service again to see where is my bed and how long should I wait to which I was told to be patient or alternatively I can get a refund?
So unprofessional from the company and the customer service agent.
My order number is S21716138.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously, and we are committed to providing a better service next time.
- DUSK Resolution team
“Terrible service took my money with empty promises of delivery been over a month I was trying to hang on because I really wanted the iteam I purchased disgusting company with poor customer service I'd give no stars if I could”
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, we will do better next time.
On further review a full refund has been issued, my apologies once more.
- DUSK Resolution team
