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, my apologies once more.
DUSK Resolution Team
“I cannot rate below 1 star but they deserve less. I have never experienced a furniture company in all my time staging properties that is as disorganised and lack transparency like Dusk. My order that should have taken a maximum of 10 working is now at day 24 and yet no delivery. Needless to say it past the point where I urgently needed them. I have not been able to get a response from their “write to us” department nor will they ever answer their customer service line. I have day in and day out called them multiple times to only have the call drop every single time. The now hold nearly £1000 of my money and no site of ever getting this back.
They give you no information up front as to when it will be delivered. No tracking and zero updates while they figure themselves out.
This doesn’t come close to the service provided by other companies and therefore I would stay as far away from this company as possible. Especially if you have a need for your items urgently.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I made an order for a bedspread and cushion covers, plus 2 pillowslips. The pillowslips arrived pretty quickly but the bedspread and cushion covers have never arrived. No updates, nothing on account etc. I have written emails and apart from the first one which said they were out of stock, there has been no other reply. No phone number etc.
Looking at these terrible reviews, it looks like “dusk” is defrauding customers and clearly have no intention of sending these poor customers including myself any products that they have paid for in full.”
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 resolving this matter promptly.
I can see my colleague actioned a refund on the 2nd of May. However on further review this has failed and bounced back due to the open dispute with PayPal. Any open dispute does block any financial transactions, I am sorry.
If you are happy to close this, we can then take the next steps to process your refund.
Thank you for your patience, my apologies once more.
- Colin
“I wish I had found this website before ordering from Dusk. Half of the order was fulfilled but still haven't delivered the sofa and impossible to reach through the phone (conveniently only to be found through their Instagram page) and over email. Awful customer service.”
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.
On further review, I can see your item was purchased on preorder with an estimated delivery date of the 7th - 11th April. Whilst this date is an estimate provided by our supplier, any delays should prompt an update and resolution, I apologise for falling short this time.
Please know that we take your feedback seriously. I am pleased to see your order has now been delivered.
Thank you for your patience, my apologies once more.
- Colin
“It appears there is only an automated email and answer machine working for Dusk!
Ordered and paid for a bed on 8th March with estimated delivery date of 17-21st April. It is now 22nd April and i still have no bed!
Tried several times to contact both by phone and email but have yet to actually connect with a human being.
Will be reporting as a scam.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I can see your request to cancel has now been actioned and a full refund processed.
My apologies once more.
- Colin
Hello,
I am sorry to see you are without your refund.
We kindly ask customers to allow a maximum of 14 days for your return to be collected, reach our warehouse and a refund be issued. I am truly sorry if this time has passed.
I have reviewed your order number and your parcel is still with Evri, my apologies for the delay. I will investigate further and refund you today.
Thank you for your patience, my apologies once more.
- Colin
“Avoid!! Ordered a bed mid March, no dispatch, no bed, no reply to my 5 emails. I would like a refund dusk.com asap you are a scam website. I work for BBC and will be notifying watchdog, I’m sure some of the below buyers will also be happy to participate.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am pleased to see your order has arrived and reached you on the 24th April.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I would give no stars if possible. Have been waiting for my order for more than 2 months now. Have tried to contact customer services, to no avail. Looks like it's just another company hyped up by TikTok influencers and creators. So disappointing because their products look so aesthetic. Have now filed a complaint through PayPal to try and get my money back, hopefully I can get a refund.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
As you have not left an order number privately on your review, I am currently unable to locate your order and reach out with an update.
Please get in touch via our helpdesk using the below link.
https://help.dusk.com/hc/en-gb
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered a chair on the 23rd March, currently still waiting a month later. I have sent 16 emails and just get sent generic email saying give it 10 days. It is a long time when you have spent a significant amount of money. And you can't not get hold of anyone at all for a month. Currently still waiting. I will give it one more week before I report as a scam and get my money back from the bank. Will not be spending money with them ever again. Amd definitely do not recommend at all!!”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“On March 24th, I placed an order with DUSK, excited to furnish my home with new beds and bedroom furniture. Despite assurances of a dispatch within 5 working days, it’s been nearly a month, and I’m still without my order. I’ve reached out multiple times via emails and calls, only to be met with silence. The lack of communication and respect for my time and situation is profoundly disappointing. I’ve spent a considerable amount, only to be left sleeping on mattresses on the floor. This is no way to treat a customer.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered an all season duvet in December 2023 and over a month later I received the 9 tog part and it’s now 19 April 2024 and I still haven’t received it. The customer service team don’t even read my emails properly and send me a reply about something else completely. I’ve just emailed again and asked for the complaints department but they replied asking me to allow time for delivery as there is a backlog in the ports?! What a 5 month delay! I ordered from them because a friend told me the quality is good but I’ll never ever order from them again. Shocking customer service and delivery!”
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. I am pleased to see your replacement has now been shipped and delivered.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Terrible customer service, ordered a footstool that arrived faulty, stitching coming undone and staples showing , emailed them straight away as can't find a number to call & have had NO reply. On the website it states not to return any faulty items until you heard back from them but I have had NO reply !!!! I want to return the faulty item & get my money back so that I can purchase elsewhere, I will.continue to try to get a response , would NOT recommend following this 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.
On further review, I can see you are in good contact with our Carriers and Credits team and a collection has been raised.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
“I ordered my bed frame on 28th March. I just get an automated response from them saying contact them after 10 working days it’s well overdue.
It is very wrong to take money and nor provide goods - I’m so disappointed and upset with Dusk for delivering my order”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am sorry that your recent experience led you to cancel your order. I can see a full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Terrible service , so much confusion ! Delivered one of the beds that I didn’t even order ! Having to sleep on the floor now ! Not responding to emails ! Thinking of popping up to Leeds now .
Never again 👎🏻”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations. Please know that we take your feedback seriously.
I am pleased to see a replacement has been raised and will be with you as quickly as possible.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Placed an order for my son (he was moving house )- ordered sheets duvets, pillows - over 2 weeks ago . Delivery with EVRi - nightmare experience they tried to deliver it to somewhere in Somerset (have no idea why) instead of East Sussex. Have contacted the customer service people on numerous occasions and they seem to think the onus is on us the customer to sort it out with EVRI ( that's impossible dont' know why companies use this delivery company?) I have sort advice and it is up to Dusk to sort it out with every - it is not our resposibility. Now Dusk have stopped communicating and are just ignoring the problem - my son is using a sleeping bag. BUYER BE WARE”
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 you have been in close contact with our Carriers and Credits team and a refund has been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Absolutely horrible. Thieves. They never answer the phone and their emails are generic and insensitive. I want to cancel my orders but there is no way to do so because I cannot get a hold of them.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
We would never want customers out of pocket. I can see a full refund as requested has been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am pleased to see your order has shipped and now reached you.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I genuinely never leave reviews, but I cannot believe just how bad the customer service is. It feels like I have been robbed.
I ordered a bed with the promise of a 5 working day dispatch time. It has now been 8 working days. The reason I am in a rush is because I moved house 5 days ago and I have no bed to sleep on.
I have sent two emails, no reply to either. I have called, it puts me on hold and says the wait time is 11 mins - I then sit there for 40 mins, and forces me to then 'request a call back'. It forces me to do this because when I press the number to wait for an advisor to become available, it keeps going round in circles.
I want to cancel my order, but I am worried as to how long it will take to get my money back. Like most people, I can't afford to have several hundred pounds go missing for several weeks, especially having just moved into my first place.
I genuinely feel like an idiot for purchasing from this company.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am sorry that your recent experience led you to cancel. I can see a full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Update on my previous review on trust pilot
Colin from dusk contacted me after my initial one star review and didnt really do much to improve on the delivery date
Finally got the delivery date for my order over 2 weeks after it should have been here, the box turned up with the wrong item inside. They have sent me the linen version of the footstool i order instead on the boucle. I've now been on hold for 45 minutes trying to get through to their customer service and they just cut off my call.
Awful experience all round. Dont order from this company”
Hello,
Thank you for your update and further review.
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
Your original order was requested and confirmed as priority. We have recently implemented a new warehouse management system and have unfortunately experienced some unforeseen technical issues in the process. As a result of this we're sorry to advise that some orders were delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am pleased to see a replacement order was raised and has now reached you.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Beware of purchasing as aftercare is 0
DUSKs after care get a bad rap and I can now confirm that this is justified!
I purchased 2 Soho sofas from DUSK one 2 seater and a 3 seater sofa bed. After 2 weeks of usage I noticed that the 3 seater had some quite obvious material rippling on the front body of the sofa. On further inspection you can see that the material is lax and has not been pulled tight enough. There is no rippling on the right side or on the 2 seater. This is clearly poor workmanship on this one sofa. I have looked at countless pictures of the sofa online and can not see this rippling on anyone else’s sofa.
I emailed DUSK with photos, nearly a week later I get a response. The response was it is not a fault and it is personal preference???? What does that even mean? This is not personal preference this is clearly a fault. They go on to say if it had not been used they would refund or swop but because it’s used they won’t. This fault became apparent from usage of it has looked like that on delivery I would have returned and asked for a replacement.
Please be wary of purchasing from them because they wipe their hands of you once sold. I am one of many people on here who have had issues after the sale and not got support. I will most definitely be taking this further as I am 100% confident this is a poor workmanship error and not “personal preference””
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.
We expect customers to have perfect items from us. On further review, I can clearly see this was handled incorrectly, my apologies. Please know that we take your feedback seriously and I am pleased to see a full replacement sofa has been raised.
Thank you for your patience, my apologies once more.
- Colin
