“I ordered a dining table and dining chairs on the 4th of April, they were then delivered on the 30th of April but I only received the table top, not the base (meaning i've had no dining table for a week now making my apartment still unlivable unless I sit on the floor and eat). On the 2nd May you said the base was being delivered seperatly by Evri, but you've given no indication as to when that will be and i've had no response on my last two emails. I don't really care to hear about the issues you've been having in the warehouse or that this is far from your usual standards, I just want you to tell me when I am going to receive my table base!”
“My order is still not here!!! No answer to calls or emails. You've had my money for over a month. Where is your response. Trading standards need to be involved. Customer service is non existant!!!”
“We ordered a bed at the start of April with a 10 day delivery time. Delivery was scheduled for 3/5 and then cancelled on the day with courier reporting they hadn't received the item from dusk. No answer when I email dusk and no one picks up when calling there number. Absolutely appalling. Having to sleep on the floor at the moment and am pregnant!”
Hello,
Hello,
I am so sorry for the issues faced with your order. This is far from the experience we expect for any customer, my apologies once more. On further review, I can see your full order was shipped to BJS on the 30th April. The courier would not make contact to arrange a delivery date unless they had scanned and confirmed your order into their hub.
Please know that this not to assign blame but to acknowledge the subpar experience you've had this time. Your custom is truly valuable and I am sorry that your recent experience has led you to cancel your order.
- Colin
“Can't give no stars unfortunately... Absolutely awful DO NOT BUY FROM THIS COMPANY!!! I ordered a bed and matress that was in stock with immediate delivery at the beginning of April. Not only have I not had the bed, I've found it hard to contact them. It has taken several emails to different 'people' that may be bots or people based in another country. No one has actually answered my questions properly, explained when delivery might happen nor processed my cancellation after several complaints. Now a delivery company has contacted asking to deliver, (I now no longer need as was forced to order elsewhere as I was sleeping on the floor of my new home) and they won't accept cancellations I need to go direct to dusk. The delivery company are also only replying as bots or automations and there's no phone number contact for either company š§š«£”
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.
We do have measures in place where if your initial query is not answered, then you are directed to the correct team for further assistance. I am sorry if this method has fallen short this time.
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 will ensure that your request is actioned today.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I have started the process of issuing a claim against DUSK. It is fraudulent to advertise products giving false delivery information, take online payment then fail to deliver goods, ignore emails, fail to communicate and leave customers with no way of contact. There is no helpline, no customer service, if you use the online contact form they do not reply, emails are not replied to. So in effect DUSK are taking peoples money under false pretences. Even the replies to these reviews are copy and paste replies. You can report fraud to your bank and issue a claim, which is what I intend to do.”
“ABSOLUTELY SHOCKING CUSTOMER SERVICEā¦
ABSOLUTELY SHOCKING CUSTOMER SERVICE AND IT'S COMING UP TO 2 WEEKS AND IT STILL HAS NOT BEEN RESOLVED.
Amarice - DID NOT FOLLOW UP, WE ARE MISSING PARTS THAT WERE NEVER SENT IN THE FIRST PLACE. DUSK IS TAKING MY MONEY BUT NOT RESOLVING ISSUE THAT WAS CAUSED BY DUSK STAFF.
NO PHONE NUMBER TO CALL, NO-ONE CARES, NO-ONE IS TAKING ACTION AND SORRY IS SIMPLY NOT GOOD ENOUGH.
YES, I MEANT TO SHOUT, ABSOLUTELY SHOCKING APPROACH.
I wanted to follow up regarding the recent purchase and assembly of the ottoman. While assembling the ottoman, we experienced several issues that I believe require urgent attention. This also left us feeling incredibly frustrated, annoyed and let down.
Instructions Accessibility: It was disappointing to find that the instructions were not easily accessible. It would greatly improve the user experience if a note were placed on the outside of the pack indicating where to locate the instructions. We simply had to open every box to locate the assembling instructions which was quite lengthy and again quite frustrating.
Missing Parts: Regrettably, we discovered that some essential parts, specifically 4 number 15 pieces needed for the slabs, were missing. This oversight significantly left us feeling frustrated. Is there no re-check the staff carrys out making sure there are not missing parts. There should be extra of everything and not round the other way!!
3. Insecure Slabs: Because of the above the last set of slabs were not securely in place, causing discomfort and disrupting our sleep. This issue needs to be addressed promptly to ensure customer satisfaction as right now we are little too far from being satisfied as it could had been easily avoided if someone paid better attention, especially after high cost of your products.
I kindly request that the missing plastic parts be sent to us with next-day service to expedite the resolution process. Additionally, I will be providing feedback through a review on your website to highlight these issues. It is crucial for customer satisfaction that such oversights are rectified promptly.
Please treat matter as urgency and I shall expect your reply by end of Monday. We need the missing parts on Tuesday the latest.
DIRTY MARK DISCOVERED ONCE WE REMOVED THE PLASTIC.”
Hello,
I am truly sorry to learn of the experience you have had with your recent DUSK order and delivery, 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 would really like to investigate and make this right as best possible for you.
I will look into this in more detail and contact you shortly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered a mat for my bathroom, it still hasn't arrived 2 months later. They have no contact telephone number and the email response is automated. This company is the poster child for abysmal customer service. If you have no phone to pick up & deal with customers, your emails could at the very least be answered by real staff. Avoid this company, it's run by clowns.
Reading the other reviews, I'm surprised this company is still operating. If they need someone to whip it into shape, get in contact & we'll talk contracts.”
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.
We do have procedures in place to ensure that if your initial query is not addressed, you are directed to the appropriate team for further assistance. I apologise if this process did not work as intended on this occasion.
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, your bath mat was purchased on preorder. This was dispatched to Evri on the 7th May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Appalling service and still no delivery two
Months after order. Placed an order for a bed two
Months ago. I was told a week before the expected delivery that there was a delay and now two months later still no bed and no reply to my numerous emails. No phone number to call anyone and no where to complaint. Scammers!”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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
“My order has not been received (is past the delivery date) but I also see notification on shopify all the order has been cancelled. Have sent three emails with no reply. I would like a refund if this has been cancelled. Really awful customer service. Wish I had read these reviews before purchasing”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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
“Stay away from this Fraud.
They took a booking in March 2024 without informing that the product is out of stock.
Then they email us an estimate date for delivery in April 2024. Then after that date has passed. There is no communication no answer to calls and after two weeks of email they come back with two conflicting emails on the same day. One saying that the furniture will reach them by end of this month and another saying that it will be delivered in July 2024. SO a nice trick t cheat people their money.”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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 Ascot bed was purchased on preorder with an estimated delivery date of April 17th - April 21st. If no delivery date is shown, this means the item was in stock at the time of purchase.
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 certainly don't want you to be out of pocket. If you prefer, we can cancel your order and issue a full refund.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered and paid for a sofa January 26th was given 3rd April for delivery after many emails still got nothing nor explanations. Just been informed to be patient!!! There waiting to hear from their delivery company. 4 months is unforgivable. Do not use this company they are unscrupulous”
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 expectations. Please know that we take your feedback seriously, and we are committed to resolving this matter promptly.
I am pleased to see a replacement has been raised and will be shipped as priority.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Dusk took my money 14 weeks ago and never heard from them since with regards to my latest order. No estimated delivery date provided, only generic response to emails received, no one picks up the phone on the helpline and no promised call backs received. In addition, the account section of their website is completely bereft of useful information. Presumably the company is in financial difficulties and unable to fulfil orders - crazy that they are still taking other people's money with another one of their 'flash sales' when they can't deliver existing order commitments or cope with providing even a basic level of customer support!”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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
“Scam! They are ignoring all my emails or just sending a generic response that fails to address the issue. I purchased a dining table weeks ago which was meant to have a 10 day dispatch. Nothing! Has anyone had any luck getting their money back? I have raised a dispute with PayPal.”
Hello,
Weāre extremely sorry to hear of the negative experience you had recently which led you to believe you had been scammed. 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 our team are currently in contact with you in regard to your refund.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Probably the worst company Iāve dealt with. I ordered a few items they only delivered half of my items about a week and a half ago which was exactly 23/04/24 I emailed(since they donāt have a telephone service- red flag !!) them to ask where my other items were or when they would ship them to me. Up until now 03/05/24 Iāve not received a reply. Luckily i paid for the items with Klarna so Iāve raised this with them, hopefully I can get a refund or get my goddamn items I paid for. Very appalling customer service I would never recommend them !!! Only purchase from them if you are willing to go through hell.”
“Has anyone had a refund? Iām absolutely seething with this company. Absolutely horrendous!
Iāve given them until tomorrow to reply to meā¦.AGAIN, if they donāt, Iām exposing them on every single social media site!”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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 been issued as requested.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I have received only part of my order. I have written every day to help at desk.com. There is no telephone number and no one is replying to my emails. Would you like to tell me how unearth I can get something that I have paid for this email sound aggressive I am not Iām just very sad that Iām paying for something and Iām not getting having this problem”
Hello,
I am sorry that you are missing part of your order and you have not had a reply. On further review, I notice you have been emailing noreply@DUSK.com. This is not a monitored inbox and only used to send automated confirmation emails, my apologies.
Our email address is help@DUSK.com. I have checked your confirmation email and notice your Sorrento pillowcases were purchased on preorder with an estimated delivery date of the 6th - 10th May.
I will contact you shortly with an update.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Absolutely shocking company !! Avoid at all costs !! I wish Iād read the reviews before ordering a bed from Dusk and I wouldnāt have bothered. Ordered on 10th March and was due by 16th April - still no bed and no update on when if ever Iāll get it. Emails receive an automated response that donāt actually give you any info and the phone system is a joke if you actually try to speak to a human - after 45 min of waiting and listening to the same automated message I pressed the call back option and no surprise no callback - Iāve tried to cancel the order but of course their system doesnāt let you do that either - they seem to have time to respond to the positive reviews on trust pilot and to send daily marketing info but not to tell customers when they will get the item they have paid hundred of pounds for. If anyone from Dusk bothers to read this please reply to my emails with a meaningful update and cancel my order so I can buy from a company that actually cares about its customers”
Hello,
Weāre extremely sorry to hear of the negative experience you have had. 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.
In regard to the 5 star replies you have noted on TrustPilot, these replies are automatically sent via TrustPilot. This method then allows us to personally reply and investigate other reviews which may need attention. I am sorry for any frustration caused by this.
I can see your request to cancel has been actioned and a full refund issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Absolutely appalling service. Order was confirmed more than a month ago but no update since. They do not respond to emails and calls. Horrendous. I've been waiting for a bed for my bedroom since March. It is extremely distressing.”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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
“Can not get hold of this company :-( Wish I had read these reviews before buying, no contact still waiting for 2 chairs that were ordered weeks again, onto credit card company for refund 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.
I have checked your original confirmation email and notice your Loveseats were purchased on preorder. The estimated delivery timeframe provided was April 25th - April 29th.
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.
I am sorry that your recent experience has led you to cancel your order, a full refund has now been issued.
DUSK Resolution Team
“Ordered a bed on the 7th February was told it would be delivered between the 4-8th march, itās now been nearly 3 months since I ordered it and still hasnāt been dispatched, cannot contact them other then email where they state thereās a delay on deliveries and to basically just wait longer, never again will I order from this company spend Ā£300 for basically nothing”
Hello,
Weāre extremely sorry to hear of the negative experience youāre 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
