“Terrible customer service. All automated and no person to speak to. It's been week while I wait on my order. Will update when/if it arrives. So far, would never recommend”
Hello,
Thank you for your feedback.
I am sorry that your bed has not been delivered when expected.
On further review of your confirmation email, I notice your Ascot bed was purchased on a reserved preorder.
When an item is not in stock at the time of purchase, we allow customers to place a reserved pre-order for it. This means that we display on our website and on your order confirmation when we expect your delivery to be. The estimated delivery timeframe noted is 15th September - 19th September.
We do also have measures in place where if your query is not automatically answered, then you should be directed to the correct team for assistance.
I will contact you shortly in hope to making this right for you.
Thank you for your patience.
- Colin
“Ordered our bed and mattress back in July and we were given a delivery date around 10 days later by their two man delivery company, BJS. The night before we were due to receive the item, we dismantled the bed and disposed of it (it was broken and mattress was worn, hence the order). We were then met with an email later that evening to say that the delivery would not be taking place and was on hold pending instruction from dusk and they would be in touch to re-organise the delivery. As a result, we have been sleeping on the living room FLOOR ever since and I am 22 weeks pregnant! After multiple emails and automated responses, we were finally replied to with information that the bed was actually no longer in stock! They have offered to cancel our order for us and we can purchase a new bed with a good will gesture of £80 (which doesn't seem sufficient for a month of sleeping on the floor pregnant with severe back pain!). They do not seem to care one bit.
Dusk told us the mattress was with the delivery company and would be delivered but they would need the delivery company to 'return' the original bed frame before they could process the refund (but the bed is supposedly not in stock?!?!?). Turns out they have now refunded the bed AND THE MATTRESS - which was supposed to be being delivered as a matter of urgency! They have told us to re-order the mattress which is now apparently not in stock until the END OF SEPTEMBER! This is absolutely appalling service and treatment to a loyal customer who is also pregnant and suffering due to their inability to process an order seamlessly.
DO NOT BUY FROM HERE!!”
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.
We are eager to look into your query further, however sadly there's no contact or order details associated with your review. If your query is not yet resolved, please do get in touch at help@dusk.com.
- DUSK Resolution Team
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. We will do better next time.
- DUSK Resolution team.
“Very poor customer service. No way of contacting anyone. I would look elsewhere.
You will be very disappointed. Website looks good but when you need to speak to someone to solve your problem, you will end up talk to a robot.”
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.
Our customer service team can be contacted under the "customer care" section of our website. I have popped a direct link below.
https://help.dusk.com/hc/en-gb
If also needed, our email address is help@dusk.com.
We are eager to look into your query further, however sadly there's no contact or email address associated with your review. If your query is not yet resolved, please do get in touch on the above contact details and our team will be happy to assist.
Kind regards,
DUSK Resolution Team
“DO NOT BUY FROM THIS COMPANY. YOU WILL DO SO AT YOUR PERIL. This is undoubtedly the single worst online
purchase experience I have ever encountered. Their customer services team who as per earlier reviews cannot be reached by phone have repeatedly failed to address the issue I encountered. On the 29th March I placed an order for a King Size Madison Stone Grey Storage bed. Following a delay due to 'supply chain' issues the item arrived damaged (visible marks and soiling) and since then despite multiple emails to their customer services team (50+) and two failed atrempts to deliver the correct replacement part it has NOT been delivered. One one ocassion they delivered a headboard for a different bed style and then during a second attempt sent the wrong part.
IT HAS NOW BEEN MORE THAN 18 WEEKS SINCE THE ORDER WAS FIRST PLACED AND 3 WEEKS SINCE I LAST RECEIVED A RESPONSE. ALL EMAILS SENT TO THE CUSTOMER SERVICES TEAM SINCE THEN HAVE GONE UNANSWERED.”
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 fully understand your frustration, this should have been resolved sooner. 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 will investigate in more detail and request that an update is provided.
My apologies once more.
- DUSK Resolution team.
“This is the second time I have ordered from dusk my first order arrived faulted and should of never been sent out. This was sorted out in a reasonable length of time. My second order was for the same product but in a different colour this arrived on 9.8. 2024 it arrived in shocking condition and should of never of been sent out. I got in touch with dusk and give them the information they requested to return my order then was told in an email I would have to pay £39.99 to have my order collected I replyed saying I would not except this as the goods are faulted and asked then to reply to me confirming I would not need to pay this I have had no reply im still waiting for a reply & also waiting for details of the collection. I will not be paying a fee to have faulted goods returned
.
.”
Hello,
Thank you for your review and feedback.
I am sorry for the experience you have had this time. If you have received an item faulty and wish to return, then no fee would apply.
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 will ensure this is resolved as quickly as possible.
- DUSK Resolution team.
“Ordered a bed that was out for delivery then cancelled by them last minute, chased and chased since, always apologise but never give me a date.
Tried to call and email them to cancel but nothing back, tried calling again today and noone answers.
Will go through bank for refund and cancellation soon if noone replies. AVOID.”
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 will ensure this is resolved as a matter of urgeny.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Still waiting for a response from them, if you order from them expect it to be delivered over a month later plus, when it’s inevitably wrong and damaged, expect zero reply. 1/5 is actually higher that the amount of the order they got correct.
Since ordering I’ve had around 50 emails from them trying to sell me something else and no resolve on my first order.”
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 will ensure this is resolved as a matter of urgeny.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Have tried to organise an exchange for my faulty bed for around six months!! Sent photos, and constantly asked for more photos. Will have to contact trading standards. Have cried a lot of this. Very unkind nasty people.”
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.
We are eager to look into your query further, however sadly there's no contact or order details associated with your review. If your query is not yet resolved, please do get in touch at help@dusk.com.
Thank you for your patience.
- DUSK Resolution team.
“First time ordering from Dusk and I’m not impressed. No tracking on my order, no one responds to emails, a month gone by and still no order. Trying to reclaim the money back through my bank. Absolutely shocking. Would never purchase again. Seems like they are scammers.”
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 will ensure this is resolved as a matter of urgency.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Starting to think this company are a scam. We ordered a sofa chair in April for our nursery our little girl will be graduating by the time this thing comes or we get a refund. Our order number is S21736023 (1736023). My other half has been emailing them since the back of April and there website has no clear way to cancel the order. I am debating on reporting the company are a scam through the bank ans getting a refund that way. It's getting ridiculous, saved up to do the nursery and in this economy it's not easy to do. Do not order from here, you will never get your item or a refund.”
Hello,
I am deeply sorry to see you have still not received your order.
On further review, I have located your partners emails, however they have been sent to noreply@dusk.com. This is not a monitored inbox and only used to send automated confirmation emails and delivery updates.
I am sorry this has led you to believe you have been scammed. I note your email on the 9th August to noreply@dusk.com requesting a refund. I will ensure this is actioned today for you.
I do sincerely apologise for the supplier delay you have experienced on this item. We understand that new dates may no longer be convenient. We would never want customers out of pocket and will always provide a full refund on request.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Bed arrived with a missing part that's pivotal. Complained about the missing part, Dusk said it will take two weeks to arrive. That's ridiculous and unprofessional. No compassion for the fact that I'm sleeping on the floor. No direct contact number either.”
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.
Please be assured that a gesture of goodwill if not already offered would be given once resolved.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I arranged a return over 7 weeks ago. It wasn't collected on the specified day and there is a long delay before anyone in customer service responds. The item has been collected, but my refund still hasn't been actioned. I have messaged support several times without receiving any reply.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK return/collection, 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 am pleased to see your refund has now been issued, my apologies once more for the delay.
Thank you for your patience.
- DUSK Resolution team.
“Do not buy from this company- case 4159- poorly manufactured products, poor fitting, been waiting 2 weeks to get a return made, no customer service available, all via email, can't speak to anyone”
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 allowing Colin to reach out to you, acknowledge or shortfall and also accept a gesture of goodwill to make some amends.
Your feedback and custom is greatly valuable and we will do what we can to make things right. If you feel comfortable updating your reviews, that would be greatly appreciated.
- DUSK Resolution team.
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.
On further review of your confirmation email, I notice your mattress was purchased on a reserved preorder. The estimated delivery timeframe noted was 8th August - 12th August.
We do kindly note on our delivery page and your confirmation email "If you have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those item are purchased on a pre-order, please refer to the latest estimated delivery date on your order confirmation".
I apologise if this was overlooked before checkout. Please know that we take your feedback seriously. I am sorry to see you have cancelled your order, a full refund has been issued.
Thank you for your patience.
- DUSK Resolution team.
“We ordered an item and, once the expected delivery date had passed, we got an email sayign it would be longer. Once this passed, we heard no more so got in touch both online and via email, but got nothing back.
Only responding to a review, they then sent out the item, which should have been sent anyway, if they had it in stock. As my request for compensation had been ignored, I called and Saskia told me she'd help. I did get an offer of a £30 voucher but, I didn't find this sufficient, as we had just had a baby and couldn't have people to stay because the item hadn't arrived; not to mention the time wasted at an important time.
After being refused a partial refund, I asked for the CEO's contact details and was, again, ignored. I then heard from Sophie who further refused my requests as it isn't their policy to process refunds. I have two issues with this: (1) Setting rules for yourself doesn't count as not being able to do something; and (2) I don't want to have to spend more money with a company who obviously doesn't care about their customers, just to access something that is supposedly an apology.
What I was most disappointed by was their CEO, Jason Walker, who never got back to me, despite being copied into numerous emails. With leadership like that, it's no wonder that their customer service staff feel they can treat customers like this.
To conclude, don't bother wasting your time by using this company. If you eventually get your products, you best hope that you don't have any issues as you'll spend an inordinate amount of time trying, and failing, to get a resolution. It is obvious that they are struggling, so it's probably best to leave them to it.”
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.
Sadly I am currently unable to investigate this further, there's no contact or order details associated with your review. If your query is not yet resolved, please do get in touch at help@dusk.com.
- DUSK Resolution team.
“I returned 2 pillows on 18 June. It is now 30th July and I still have not received my refund despite sending proof that the order was returned by sing an EVRI shop. The customer service for DUSK is the worst I have ever experienced. I will never use them again.”
Hello,
I am sorry for the delay in receiving your refund. As noted on our returns page, we kindly ask you allow a maximum of 14 days for your return to be collected, reach our warehouse and a refund be issued.
If that time passes, please contact with your proof or postage and we will happily provide a manual refund. I apologise once more for the delay but pleased to see your refund has now been issued.
Thanks for your patience!
- DUSK Resolution team.
“Dreadful experience. We were told that something we’d ordered would be late. The new date passed… nothing. We emailed and filled out the contact form… nothing. We input the order number into the website… nothing. What an unprofessional company. I would absolutely not reccomend buying from them as you’d be lucky to even recieve something.
EDIT: We just recieved an email stating that the item had been shipped - if it was in stock, why wasn’t it sent earlier without us having to complain? We were also offered no compensation which, considering how late it is, the fact we haven’t been able to have guests stay following our daughter’s birth and fact that we’ve been ignored every time we’ve got in touch is totally unacceptable and, frankly, rude. This has shown absolutely no respect for us as customers and, unless we recieve a significant discount, we will leave with a very poor taste in our mouths. A terrible response to a complaint. So far… my view of the company has only got worse, not improved. I’ll update again if they respond.
EDIT 2: Thwy offered me a £30 voucher and I explained that I would only accept a £30 refund, as I don’t want to have to spend more money with them in order to acceas their gesture of goodwill. After being refused, I asked for the details of their CEO. They ignored me. I love how they pretend they care when responding to reviewers but have literally no interest in resolving issues caused entirely by them.”
“Appalling company and I’m thinking I have been scammed. Avoid at all costs!
Ordered a bed that I needed at relatively short notice but the website advised that dispatch would have been up to 10 days, which would have been fine.
However as it became apparent this was not going to be the case and it would not arrive in time, I requested the order was cancelled. Incidentally I then found an alternative bed with a competitor company that arrived in days. That’s exactly how it should be
Regarding my cancellation request - this has been ignored despite several chasers and follow ups. I then received an automated update letting me know my order had been shipped even though I had clearly let them know multiple times it was not needed.
I have been hold with their supposed customer service department at the time of writing this for over an hour and a half.
Their customer service line is also clearly designed so that you give up. They make you confirm every 20 seconds (by pressing 1 on the keypad) that you are still happy to wait to speak to a team member. Clearly there is no personnel who man these lines and my advice is for anyone who needs to contact them to not bother trying this number.
For anyone who is yet to order from Dusk and is thinking of doing so, my advice is absolutely do not. It’s looking like I have been scammed so wanted to warn others.”
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.
On further review, your Middleton bed was shipped to Rhenus on the 29th July as per your Rhenus tracking number.
As your order was shipped, I apologise for the delay in receiving confirmation from Rhenus that your delivery had been cancelled. We would never want customers out of pocket and I apologise that the delay led you to believe you had been scammed.
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 your cancellation request and refund have now been issued. Thank you for your patience.
- DUSK Resolution team.
