“AVOID. Cowboys.
Do not order if you need something within a sensible timescale. We ordered a bed a week ago and it still hasn’t been dispatched. We will now need to order blowup beds for our guests at extra expense.
They really should put a hold on taking any new orders as they clearly can’t handle the ones they have.”
“Absolutely appalling customer service. Ordered a chair and footstool at the beginning of January and still nothing. I received one email to say dispatch would be delayed until April 8th and here we are 3 weeks later and no goods have arrived. No apology. They have my money. Shocking!!! Do not buy from Dusk. They don't deserve the one star”
“I ordered a bed from Dusk in early March but received the wrong-sized bed, which was only evident after taking two hours to put the bed together. I contacted Dusk on March 11th and was told on March 12th that a replacement was on the way. On March 15th, I received an email asking for photos and proof of the wrong-sized bed. I emailed back immediately, stating my confusion, seeing as I was told a new bed was already on the way, and did not hear back until I followed up again on March 20th, expressing my disappointment in their customer service. I heard back that day and was told a new bed would be sent but that I had to disassemble and repackage the original bed myself and keep all fixtures and fittings for the new bed, which, given they would be different sizes, was very confusing. I asked for clarification again and stated my disappointment, to which I was told, "Our priority is to get the situation resolved for you. Then, once we are both happy with the outcome and the situation is resolved, I can assure you that we will review the query in full and provide a suitable gesture of goodwill.". The new bed was not shipped until March 25th and did not arrive until April 5th from delivery men who joked they might be back in a week because they weren't sure if this was the right size or not. I had to disassemble and package the original bed, which took nearly two hours, and reassemble the new bed, which took over two hours. Since then, I have not heard from Dusk at all, despite reaching out again on April 15th and April 27th. There has been no "gesture of goodwill" as promised or attempt to remedy the situation. I will never order from Dusk again and I suggest you don't waste your time either.”
“The worst experience I have had since buying online.
Ordered on 29th March, delivery estimate 13th to 16th April, to be told that order would get to their warehouse on 18th April if no more delays.
Please when ordering online from Dusk be aware that's a matter of luck if your order will be delivered or not.
I am requesting a refund.
Shocking and no words.
No matter how good the product looks, but they are a company of their word. Misleading and unprofessional.”
“Horrendous experience. Still not received my order or even an update a MONTH after ordering - spend hundreds on a new bed and they are absolutely impossible to reach. I never leave bad reviews but do not buy from this company!”
“Absolutely pathetic customer experience. Ordered a sofa on 7th April with 10 days delivery time. Still waiting for a response - We can understand if its delayed due to a genuine reason, however if all orders irrespective of when they are placed are delayed and on top of that they do everything to frustrate customers by not giving any way to reach them/ no response/ no assurance that its not a fraud company and order will be delivered on this date - I fail to understand why are they still in this business and fool new customers. if they dont have stock, pathetic customer service, no way to reach them, why do they run sale on website and just make more people suffer who buy from their website. Never buying again from here”
“Again I agree with all these reviews they have no way of communicating with them, they do not reply to emails, still waiting for a delivery date and who knows if we will even get it. I would like my money back and to cancel the order but where to even start. Appaulling customer service which I just didn't think was possible in this day and age”
“Still waiting for my delivery. It’s now the 18th working day.
After being told there was an issue with their ordering system my order for the bed was done again and this time was told 10 working days. This was on the 13th working day of waiting for my original point of order on the 28th of March (so 13 working days not Inc the bank hol). I was originally told 5 working days.
I’ve emailed multiple times and had no response at all. Still no idea when to expect delivery. The service is absolutely dire.”
“Paid for bed frame on the 7th of this month and still not despatched....
What a bunch of clowns. Asked for order to be cancelled and still nothing. Impossible to contact. It has been 20 days nearly and still nothing. Was meant to be delivered by the 21st latest
Had to report this transaction as fraud to my bank. 20 days and they cant even type an email. What a shambles company
Hope they go bankrupt”
“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.”
“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.”
“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,
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
