“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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DUSK.com
Reviews 55,070 • Great
TrustScore 4 out of 5
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55,070 total
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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
“Worst company ever, sent us two parts of different beds. Been trying to email and sent over 10 to ask what’s going on. One person got back to me and said they would send the right one in 48hrs and that was a week ago. Joke of a company now no one answering anything and I still haven’t got my bed. Don’t bother with this company”
Hi Eddie,
Thank you for sharing your concerns.
We're sorry for the frustration you experienced with our customer service. This doesn't meet our standards, and we apologize for any inconvenience.
Your feedback is invaluable, and we're committed to learning and improving.
I can see this has been passed over to the Resolution team and they are currently getting this sorted as a matter of urgency.
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
Hi Esther,
Thank you for highlighting this!
It looks like to purchased this item on a pre-order basis. I'm sorry this was missed!
Due to some issues out of our control, we have received a delay in receiving the stock.
I've sent you an email with some further details.
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
“Ordered an upholstered chair 11 weeks ago. I’ve emailed dusk three times to ask when it’s going to be delivered and the first two times they send a generic response which didn’t answer my question and the third time they didn’t bother to reply. Awful. I think I’m going to have to claw the money back through my bank and they’ve had my money all this time”
Hi Joanne,
I am so sorry for the delays featured on your order!
We are working really hard to dispatch all customer orders as quickly as possible and I can see this has now been delivered.
If there's anything I've missed which that could help restore your faith in shopping with us in future, please do not hesitate to let me know!
- Millie
“I would give a zero rating if I could.
Dusk very known for deleting/filtering clients comments on both their social media platform. I had very bad experience where i spent almost £1000 bought three furniture, I waited 4 months for my items, never turn up. They then reordered, 2 months later received the bed, waited for another 4 months the other two items, then finally cancelled order as they kept postponing the delivery timeframe. Not easy to get through annyone on the phone. They don’t reply to email either. Was heavily pregnant stressful times! Avoid this company. They use their instagram to get users to drop them good reviews and comments and hashtags to win prices so some of their positive reviews are not even genuine!”
Hi Galayna,
Thank you for your review.
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.
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
Hi,
Thank you for sharing your feedback!
We're sorry for the frustration you experienced with our customer service. This doesn't meet our standards, and we apologize for any inconvenience.
I can see this has now been delivered.
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
“The most awful company in the UK. Ordered a bed and it arrived damaged dusk have ignored my 15 emails and I have now reported them to my bank as they have not responded to me. Keep your money and do not buy from these people they should be closed down.”
Hi Adam,
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.
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
Hi Fiona,
Thank you for sharing your concerns.
We're sorry for the frustration you experienced with our customer service. This doesn't meet our standards, and we apologize for any inconvenience.
Your feedback is invaluable, and we're committed to learning and improving. We genuinely regret that your recent interaction with our services fell short of your expectations.
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
“Ordered my sofa on the 20th of September and was told it would be delivered by the 15th and the 20th of November still waiting try to email dozens of times and nothing the company is a joke will never use this company again we have spent over £2000 with them and they treat you like 💩 DO NOT ORDER FROM THIS COMPANY and they sent me an email saying they have for fulfilled that the couch was delivered 12 days ago they are lying DONT USE THIS COMPANY 🤡💩🤡💩🤡💩🤡💩🤡”
Hi Thomas,
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 resolved by my colleagues.
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
“Despite some worrying reviews on customer service I took a chance and ordered from this company due to price. BAD mistake. My bed hasnt turned up and I now have a child sleeping on a mattress on the floor when its absolutely freezing weather. Absolutely abysmal service. No telephone numbers to speak to anyone, the delivery co or Dusk, communication is practically impossible! How can you run a business solely by What'sApp or message?? The delivery company Rhenus are just awful. They changed my delivery time by MESSAGE with zero notice then didn't turn up at all!! I lost a whole day's earnings. They said they had an incomplete address but they had the house no and postcode and could've googled the address or the driver could've called me or found that out prior to the journey. But NO that would be too easy wouldn't it! They have to MESSAGE Dusk and ask them for my address! When they could GOOGLE IT or call someone when theyve got an item out of delivery. I sent lots of messages to both companies to resolve this and got completely ignored! I will never EVER use this Company again.”
Hi Tracey,
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 resolved by my colleague Katie.
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 think they should make clear that the %100 cotton duvets I bought were not complete free standing items.
I bought a double and a king size. They were very hard to wrestle into the washing machine and were washed and damp before I saw that they both had press studs to join together- not mentioned on the website, and I now have incompatible sizes and can’t return them. The product is not bad but it wasn’t adequately described. Would not buy again, in fact I will not be buying bedding by mail order again.”
Hi Virginia,
Apologies for the confusion caused by our Duvets!
Please be assured, our Duvets are available for individual purchase and can be used independently. Additionally, our duvets are equipped with 'poppers' to enable customers to buy different Togs, allowing them to customize the desired thickness as needed :)
We value feedback highly and we appreciate you taking the time to give us yours.
- Millie
“Appalling customer service. I ordered a bed and sofa 2/11. Wasn’t given a timescale for delivery. Sent several emails asking (I was on an airbed while I was waiting!). Was told it would come w/c 4/12, now been casually told it’s “still” due to arrive at the end of January.”
Hi Chloe,
Thank you for sharing your concerns.
We're sorry for the frustration you experienced with our customer service. This doesn't meet our standards, and we apologize for any inconvenience.
Your feedback is invaluable, and we're committed to learning and improving.
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
“scammers they take your money give you tracking numbers that dont move then when you open up a PayPal case they change them to delivered.
They are committing fraud and shouldn't be allowed to trade.”
Hi Lorraine,
Thank you for bringing your concerns to our attention, and we sincerely appreciate your patience in awaiting our response. We apologize for any inconvenience you may have experienced.
If you have any further concerns, please feel free to reach out to us. Your satisfaction is our priority, and we value the opportunity to make things right.
Once again, we appreciate your feedback, as it helps us continually improve our products/services. Thank you for being a valued customer.
- Millie
