“Same experience as others, oder made on 10 Dec, meant to be delivered by mid-Feb, the delivery window has lapsed and there has been no contact or response to my multiple messages and it’s not possible to get through their customer services via the phone. Stay away, it’s a scam company!”
Hello,
I am very sorry to learn of the delays you have experienced 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. The preorder timeframe is typically provided by our supplier, and while it's usually met, delays can occur. However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see you have been in good contact with Katie from our resolution team.
Thank you for your patience.
- Colin
“Awful experience and shocking customer service .. have put a complaint in and was advised I’d get a call back within 24 hours .. nearly 48 hours later and still nothing.. phone lines are only available Monday-Friday. Will be taking this further with trading standards. Avoid ordering at all cost . Very disappointed with the complete lack of communication from DUSK .
S21490829”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations.
Please know that we take your feedback seriously. On further review I can now see you have been contacted by management to resolve.
Thank you for your patience.
- Colin
Hi Leigh,
I am sorry for any frustration caused with your return.
We would never want customers out of pocket. I have checked your delivery details, unfortunately due to a delivery issue, your order was returned to our warehouse on the 15th of February, my apologies.
I am glad to see your refund was processed on the 19th.
Thank you for your patience.
- Colin
“My bed delivery was cancelled by delivery firm ON THE MORNING IT WAS DUE TO BE DELIVERED. Nothing has been done to help me, no one has contacted me despite my constant emailing- the service is appalling- do not recommend”
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 glad to see Jasmine has reached you and a gesture of goodwill has been applied.
Thank you for your patience, my apologies again.
- Colin
“Absolute scam artists paid for item 1/1/24 3-5day delivery all lies it’s 13/2/24 and I had no email or contact the only emails I get is the website mail shots … yeah ok like I’m stupid enough to fall for that again , don’t buy you will lose your money”
Hello,
Thank you for your feedback.
I am so sorry your order did not arrive when expected. I have checked your original order confirmation email and can see your purchase was on preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag" highlighted in red in your basket and on your order confirmation when we expect your delivery to be.
The estimated delivery date provided at checkout was February 13th - February 17th.
I see that your order was shipped on February 16th and delivered on the 23rd. The preorder timeframe is typically provided by our supplier, and while it's usually met, this is an estimated indication.
However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see your order has reached you and hope everything is perfect!
- Colin
“Ordered in 26th January 2024 with an indication of delivery 5 days later.17 days later and no communication from Dusk,no chair! Really is a disgrace! Can someone please respond to me! Order number : S21554500”
Hello,
Thank you for your feedback.
I am sorry that your Soho purchase was not delivered when expected.
I have checked your original order confirmation and noticed this was purchased on preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag", highlighted in red in your basket and on your order confirmation email when we expect your delivery to be.
The date confirmed on your confirmation email is March 18th - March 22nd.
I am glad to see your order reached you on the 11th of March before the provided preorder timeframe.
Thank you for your patience.
- Colin
“Sent a defective bed and over 2 weeks later still not sent replacement parts so stuck with a part complete bed. To make matter worse got an email from them today saying my address and card details been hacked from their systems.
Awful company to deal with. Avoid at all costs. I will be taking them to Consumer court to recover my losses”
Hello,
I am extremely 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, we expect customers to receive perfect items! Providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations.
Please know that we take your feedback seriously, and I am committed to ensuring a 5 star experience next time.
I can see you have been in good contact with our Carriers and credits team. Thank you for allowing us the opportunity to address your concerns and make this right for you.
- Colin
“Appalling experience - never again
Misleading delivery timescales and extremely disappointing customer service.
The option of next day delivery is a scam. They do not fulfil it despite charging the customer for it.
When contacting customer services to enquire about my purchases, they were unable to tell me when I would receive them.
If the parcel is missing in transit or the courier returns it because the package is damaged during transport (as it happened with my most recent experience last week), you are left without your purchases and without your money, for an unlimited period of time. Their argument is that they need to wait until they receive the parcel back - which you never received- in order to process your refund. Unacceptable retail behaviour and possibly against 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.
Thank you for your patience and allowing me to resolve this for you. Your feedback and custom is truly valuable and we are committed to ensuring a 5 star experience next time.
- Colin
“Odd system. Dusk insist you wait until after the delivery window elapses before you contact them, rather than proactively letting you know if they can't deliver on time, and when you can expect your parcel. Window elapsed 4 days ago for an order made in early Dec and I'm still waiting for a reply. I'd appreciate a contact from a customer service person asap as I have an elderly mother who can't come and visit her grandchild as we have no bed to put her up on!”
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 are committed to ensuring a 5 star experience next time!
- Colin
“Ordered a bed November 2023 . Due to be delivered this week end of Jan 2024 . Email confirming delivery of bed now end of February. I had a email requesting if I wanted to cancel due to this and get a refund. I replied yes pls cancel and refund. Since then nothing and I will never ever purchase from this company! Give me my refund for this bed. It’s appalling they way you are treating customers”
Hello,
Thank you for your review.
I apologise for the delay in fulfilling your preorder. It's certainly not our intention to inconvenience our customers. I understand your frustration regarding the refund process, and I'm sorry for any inconvenience caused. I can confirm that a full refund has now been issued as requested.
Thank you for your patience and understanding.
- Colin
“i ordered a seat in december and was given a delivery window of up to the 27th jan. Now that the window has passed i have made numerous attempts to speak to customer services to no avail.
I’m concerned by the lack of information/communication given that i paid for the item some time ago.
Not really sure what to do at this point other than put in a dispute with my bank. i still want the item but ive lost confidence .”
Hi Sarah,
Thank you for sharing your feedback!
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.
I can see your item was purchased on a pre order basis and unfortunately, we experienced delays on receiving this stock. I can see an email was sent on 16/01/24 explaining this further.
- Millie
“Where do I start - ordered the Berkley Bed, arrived and upon inspection it was damaged. Searched high and low online to for number to call and speak to someone but to no avail it is all done via raising a ticket 6/1/24. I done this and only a short while later someone emailed me apologising of course and said I could keep the damaged bed for £50 compensation, I politely declined, the staff member then emailed back to say that the item was no longer in stock which is truly ironic as it was still available online to buy, after I screenshotted the online availability I was then told that this would be passed onto the "Resolutions Team to investigate" and someone would be in touch after 48 hours.
48 hours passed of course and email from DUSK, I emailed on the 10/1/24 asking for an update - nothing.
I emailed again on 12/1/24 and received a response stating a replacement would be sent to me as a "priority".
I heard nothing and then emailed DUSK on 19/1/24 stating it was completely unacceptable and I was going to contact Citizen Advice for further advice. Ironically I shortly received a call after this from a very apologetic employee who said that my replacement was never ordered and they didn't know what had happened. The member of staff emailed me after the call to confirm she would order me a replacement and the courier would be in touch to collect and swap the damaged item.
Move on finally to today 29/01/24 - I receive the replacement item and the damage item is returned upon inspection of the item it is now the wrong size of bed that has been delivered.
I called the number back that the member of staff phoned me from last week 0113 519 0311 for anyone else that wishes to speak to a human being albeit it took me an hour to speak to someone.
I stated I do not want the bed anymore and I was told to dissemble the contents of the bed that I have and someone will come and collect it.
When.... who knows. Will I get a refund or will I have to wait another month for that.
The saga truly continues - DO NOT order from DUSK. They have the most incompetent procedures and quite frankly unacceptable customer service.”
Hello,
I am extremely 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 investigation, I note that you are in good contact with DUSK management, and they will work to resolve this as quickly as possible.
Thank you for your patience, my sincere apologies again.
- Colin
“If I could I wouldn't give any stars. I returned my order on the 29th December 23 and still haven't had a refund. I have sent evidence of postage which has been acknowledged and I was told would be investigated, but when I asked for an update 10 days later and included a description of what happened, I have received an email telling me that I need to wait 14 days from the date of return and then send evidence of postage to get a refund.
I emailed again, providing all the information needed to investigate for a second time and still waiting for a reply. Seems I am just going round in circles. There is no complaints policy or procedure so have no idea how I escalate this, so feel I will be left with no option but to take legal action. This is the first and last time I will use this company.”
Hi Debbie,
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 his being 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
“Dusk now have hundreds of pounds of my money but have NOT delivered my goods or made ANY attempt to contact me, despite my many attempts to contact them! I am reporting them as a fraudulent company with trading standards as I am left with no choice. There is no one to speak to and no help whatsoever!”
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 is actively being 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 place an order for a bed on the 2nd of January , I had an estimated delivery date of 12th-16th January, I’ve still not had a delivery and absolutely no correspondence from DUSK at all , I emailed but had a automated response. This service isn’t good enough. No contact number to speak to anyone , would not recommend to anyone.”
Hi Beth,
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 have sent you an email regarding this.
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
“Customer service has been appalling. I contacted DUSK about an item I bought that was damaged on 8th January. They then contacted me back saying that my case would be ‘a matter of urgency’ and that one of the ‘resolution executives’ would be in touch. Still to this date nothing! I have contacted the same support team with 4 separate emails asking for an update as I have a big box currently sitting in my front room with a broken armchair in it. This isn’t good enough!”
Hi Tom,
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 my colleague has been in touch and I will ensure this is resolved as soon as possible.
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 am disgusting with the customer service I have received from this website. In actual fact I've had no service!! I have a king size bed set up before Xmas, the side panels from my madison bed are missing.. NOONE HAS REPLIED TO MY DOZEN MESSAGES. It is ridiculous!!!!
Order number S21416072.”
Hi Hollie,
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 have just been in contact with yourself to get this resolved.
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
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Nick Boyle
1 review
Rated 1 out of 5 stars
AVOID - they take your money but delay delivery
Dusk DO NOT care about their customers.
Ordered on 30.12.23, item said in stock at the time and no indication it would fall outside of the 5 day shipment window
Item then given delivery window of 16th-19th Jan on the order confirmation email. First sign Dusk are a company that aren't all there...
Fast forward to 20th Jan and nothing heard at all from the brand to update me on my order. I then decided to chase and email the brand to enquire and complain.
Ramdowan from customer service replies to say it's now going to be estimated 4th Feb. I reply to complain about the delay and Ramdowan just sends a carbon copy of the previous response - further proving how poor Dusk's customer service is... They can't even write a personalised and empathetic response.
Avoid Dusk, go elsewhere. Use a brand that cares about customer experience.”
Hi Nick,
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 have sent over an email in regards to this.
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 few items in the January sale.
The first package arrived (bed linens/towels) and contained completely the wrong items, nothing was what I had ordered. I got in touch via the website, and after initially receiving a completely unrelated auto response, I managed to get the issue sorted - after being passed around a few times, providing pictures and having to explain it wasn't an issue with the delivery itself, but the items Dusk had posted to me were incorrect - no idea how that happened! But that got resolved reasonably quickly.
However, when the second item I had ordered arrived (a bed), again there were issues with the item. This time, whilst trying to assemble the bed, we noticed that the wrong footboard had been sent (looks like it was the width of a double footboard, when it should have been a King size) meaning we cannot complete the assembly and leaving us without a useable bed. One week after initially emailing, I am still yet to get a resolution. The last email I received was to say I was being passed to a resolution executive, however this was 2 days ago and I have not heard from anyone since.
I do understand that things can go wrong, and appreciate that with the January sale perhaps orders were high, but the customer service and having no other way of contacting anyone directly has really made this experience very poor.”
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 have sent you an email regarding a resolution to this.
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
“NEVER BUY FROM HERE Faulty bed has made my partner ill.
As we speak we have spend 5 days sleeping on the floor in the freezing cold, which has made my wife ill, with breathing issues and I now have severe back pain.
We were sent a faulty bed with an incorrectly fixed side rail. Dusk do not have a customer service phone line which is ridiculous given these beds are self assembly and often come with faults. I spent three days waiting for replies to questions Ines the customer services rep could have asked in her first email.
After three days she has just told me that she will forward my complaint to an investigator, what the hell is her job then??? Apparently this case is an emergency and after 5 days I STILL haven’t heard from anyone who can deal with a rather simple problem - just send me a new support rail instead of making my partner ill by sleeping on the floor.
Companies like Dusk will actively avoid having phone lines so they can avoid making repairs, they expect you to eventually give up because the process is so slow and service is non existent. They sell faulty goods and leave you to deal with the consequences and provide zero after care. I’ve asked to make an official complaint and Ines in customer services is ignoring my emails. Meanwhile we are spending another night on the freezing floor while my partner gets more ill. NEVER BUY FROM THESE PEOPLE”
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 passed over to the Resolution team and they are currently working at resolving this.
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
