“Save yourself a heap of hassle!!
Ordered bed on 5 day delivery and lord of knows where it is!!
Customer service is non existent, delivery company BJS are awful.
Seems like a scam”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Goods never arrived and no communication or refund. Utterly shambolic. Placed two orders within couple days of each other, in July - one order for duvet sets, sheets x 2 and a bed throw. The order arrived over a month later, with 2/3 of the order missing and no explanation. Significant chasing of customer service (hours spent on hold), and one item was out of stock, the other apparently not available til Oct. The worst part of this experience has been with 2 x sets of kitchen chairs I paid £300 for back in July. Order showing goods in transit for 6 weeks. Chased and chased customer service via email and phone. On hold for the equivalent of about 2 days. Horrendous experience and I have been palmed off with ‘system errors’ from one agent; ‘warehouse issues’ from someone else and now have received an email tonight saying ‘we don’t ship to your area’ (even though I received goods from my partially fulfilled order a couple of weeks ago. Never in my life have I had such a negative customer experience. Apparently, a ‘senior manager’ will ring me tomorrow to discuss a refund (I could have had the refund 6 weeks ago had I known what I do now!). AVOID AT ALL COSTS!”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Ordered a new bed, arranged delivery a week ago. Only one of two packages arrived, can’t get hold of anyone on the phone. Emailed today got a response that they would ‘chase up the delivery company’.
I bought a bed nearly 3 weeks ago with ‘5 day delivery’ and I have nothing.
Do not order from this company.”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Faulty product, terrible customer service when trying to rectify a mistake and poor compensation offered. I would avoid this company completely.
I placed an order of £570 for two beds. On arrival, one had been incorrectly manufactured and required a side panel to be replaced in order to fit together.
I was assured this would be replaced within 48hrs on the phone. Numerous phone calls and emails later over the following month, I was constantly told the piece would be urgently dispatched from Dusk’s warehouse within 24-48hrs, and each time after a week I called back and someone else would tell me they didn’t know why this hadn’t occurred yet.
I rent a room to a friend, who was sleeping on a mattress on the floor for this time, and I had to take another day off work to receive the delivery and put the bed together.
Explaining this situation to Dusk once it was finally resolved, they offered me a 20% store credit discount, and refused to offer me any actual cash back despite their mistake costing me financially. Over the month I was waiting for the bed, they offered all customers a 15% side-wide discount on multiple occassions, and a 20% discount twice. So essentially not prepared to compensated me at all for their error, beyond what they offer every new customer.”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I ordered from this company on 29th June for a dining table and 4 chairs to go with my new home and I’m still waiting to receive an item from my order.
Emailed customer service 15 days ago and still haven’t had an update on the delivery where they have promised on 48 hours high priority dispatch from the Wearhouse team. I am loosing confidence and patient with this company”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I ordered a foot stool. Got confirmation of delivery for 6th September. My wife took morning off work. I got a text at 8:30 on the morning of the delivery to notify it would not be delivered and someone would be in touch. No one got in touch. I have tried to get in touch with Dusk. . . phone no chance, hung on for an hour, email, no response 96 hours later. I tried contacting the delivery company Rhenus HD, same deal, no phone, and no response to email. I have still not received my footstool, have spent hours trying to get an update, and still have no clue. Do yourself a favour and order from elsewhere.”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I’d give no stars if possible. Shocking from the moment they have your money! Still not received sofas as delivery keeps getting cancelled. BJS delivery company are also awful and keep making poor excuses as to why the delivery was forgotten, not packed, lost! Do not use this company.
Poor communication, generic emails, no staff to answer phones.”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Appalling!!! I was given a number of points as compensation for a failed delivery and then a further late delivery. In August I placed an order for some pillows. Mattress cover using my points. Twice I have had a failed delivery twice ever I have lost the order. I have tried to contact dusk, however you cannot speak to anyone”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I ordered a pouffe. I arranged delivery for the 5th September. I got a morning delivery slot. It didn't arrive so I took the afternoon off in case they were running late. I emailed them when it wasn't delivered by the end of business but didn't get a response.
I WhatsApp the delivery company. But it remains unread. I called the delivery company by phone and the number doesn't exist. I sent another email asking when it will be delivered and .. nothing! I just emailed them now 10th September saying their customer service is a disgrace. I'd save your time/ holidays or pay and spend your pennies elsewhere.”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I ordered cushion pads from Dusk on Aug 29th and paid £4.99 for next day delivery. They arrived on Friday 6th September!!!! No explanation, and they have not answered my message of complaint. I needed the cushion pads for a customer order and had to buy elsewhere. I need a return and refund but cannot find how to do this. I will not be ordering from Dusk again and will not be recommending to my crafting friends.”
Hello,
I’m truly sorry to hear about the experience you’ve had with your recent DUSK order. Please rest assured that this falls short of the high standard of service we strive to provide.
At DUSK, our top priority is delivering a seamless and exceptional experience, and it’s clear that we didn’t meet those expectations in your case.
We take your feedback very seriously and will do better next time.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Terrible experience with them. I’ve received two items, on two different occasions that were damaged/faulty.
For the most recent one, I’ve been trying to order a replacement from them for over 2 months and their customer service is awful.
I’d steer well away from this awful 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 can see our team have now made contact with you to resolve as best possible.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I ordered a bed with Dusk. All was fine. However,within a week or so of putting the bed up. It has snapped,I contacted dusk in regards to a refund. There has not been any acknowledgment of this issue nor has there been an appropriate level of customer care. An email chain was in place and when my email got passed to the next person,they asked me what the problem was. I have now been injured due to the bed having broken and I am extremely disappointed with this customer service. DO NOT ORDER.”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication. On further review, a collection has been raised and a full refund will be issued.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“Don’t bother ordering from this company. I placed an order in mid June for delivery first week of July and have been chasing ever since. They originally put it down to an error with a new system but the date has been sliding from early September to mid to end and now they are telling me they will get the stock early October so delivery wouldn’t be until at least mid October. 4 months after I placed my order which should have been a 3 week delivery! I have seen online someone ordered the exact same 3 seater sofa and footstool as me on 1st August and received their delivery 3 weeks later. I was told a month ago they had listed my items for urgent review and they hoped to expedite the order but again heard nothing from them. They clearly have no system in place and their customer service is just generic copy and paste e-mails half the time. AVOID!”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication. I do apologise once more for the supplier and dispatch delay.
We understand that new dates may no longer be convenient and will always provide a refund on request.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“I ordered two pillows and two Egyptian sheets as a special treat. Sheets were thin and not of a good quality! The pillow I cannot use,they are duck feather and down so I thought lovely nice and soft but they crackle each time you use them and i can’t sleep for the noise they make so uncomfortable. So much for my special treat. Why or why didn’t I go to local shops and try them out - so incredibly disappointed and what a complete waste of money.”
Hello,
At DUSK, ensuring a seamless and exceptional experience for our customers is our highest priority. We sincerely regret that your recent purchase did not meet your expectations.
I’m sorry to hear that you're not entirely satisfied with the items you purchased. On further review, I notice the items mentioned in your review were purchased in May.
As an online company we fully understand that seeing products in person is essential for making a final decision, which is why we offer a hassle-free 28-day return policy through Evri.
- DUSK Resolution team.
“Ordered my furniture thinking everything was fine. No warning message before completing my purchase. I get an email I’d say around 2 hours later. Informing me that instead of the 7 days they promise, it’s going to be a month. No compensation given, no discounts no vouchers. Just a sorry.
Now I have to wait a full month without a sofa or bed. Fast forward 3 weeks from ordering, I emailed for an update hoping for it to be a bit fast….nope…..2 weeks have been added on to my wait time. Nice one dusk.com, £1,100 well spent and you can’t even send a £5 voucher for the inconvenience. If I was you stick to the big boys and shop at SCS or DFS.”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“Returned an item on 31 July still waiting for a refund! Multiple emails requesting proof of return. Sent them all the information they required and still nothing. Will never buy from this company again.”
Hello,
I am sorry for the issues with your return which has led to a 1 star review, I can assure you we would never want customers out of pocket.
All returns with Evri are refunded within a 2 week period, if that time passes we kindly as you provide your proof of postage and we will process a manual refund. I sincerely apologise for any delay with this.
On further review, I can see your rope basket has now been refunded. Thank you for your patience.
- Colin
“I strongly advise against using this company if you want to avoid a massive headache. I placed an order on June 11th and was promised delivery of my sofas on July 29th. However, July 29th came and went with no updates. The phone line has an average wait time of 15-30 minutes, and if you email them, you only receive an automated response that repeats the same information.
On the rare occasion you manage to speak with a team member, they will blatantly lie about your order, claiming it will be dispatched in two days. Now, 22 days after my original delivery date, they have informed me that they don’t even have my sofa. The new estimated delivery date is October 29th. This company is an absolute disaster.”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“I ordered a duvet cover on the 9th of August, was supposed to recieve my order between 14th- 18th. I am still waiting. Tried contacting dusk, but no response. Won't be buying from them again. Trying to get a refund but without success. DON'T BUY FROM THEM, A TOTAL SCAM!!!!!!!”
Hello,
Thank you for your feedback.
I am sorry your Portofino purchase has not arrived when expected. On further review of your confirmation email I notice your items were purchased on a reserved preorder.
When an item is on its way back into stock, we offer the option to place a reserved preorder. This ensures you secure the item ahead of time. We make sure to display the estimated delivery date both on the product page and on your confirmation email.
For your order, the expected delivery noted on your confirmation email is between October 14th and 18th.
I apologise if this information was overlooked before you completed your purchase. I have requested that your confirmation email is resent to you.
On further review, I have also found your cancellation request from the 22nd October. Unfortunately, you have emailed noreply@DUSK.com. This is not a monitored inbox and only used to send confirmation emails. If needed moving forward, our email address is help@dusk.com.
I will process your cancellation and process a refund today.
- Colin
Hello,
Thank you for your feedback.
I am sorry your order was not delivered when expected. On further review of your original confirmation email, I notice the barstools were purchased on a reserved preorder. The estimated delivery timeframe noted on your confirmation email was the 3rd Sept - 7th Sept.
These were restocked sooner than expected and was shipped to Rhenus on the 20th August. On further review, I am pleased to see your order has now been delivered and has reached you earlier that the given timeframe.
Thank you for your patience, apologies for any confusion caused.
- DUSK Resolution team.
“I still have not received my full delivery. Two of the corner pieces of the garden furniture were missing when delivered. All I have received is a generated response impossible to speak to a human being and dreadful customer service - AVOID”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
