“I am extremely dissatisfied with my experience with Dusk. I have been waiting for over three weeks with no update on my order. I spent over £1500 on two separate orders to avoid the items out of stock to not hold up the in stock items. However, my orders never arrived and customer service informed me that one item was out of stock, causing a hold on the entire order. Despite reaching out to customer service multiple times, I have not received a response. I am now considering contacting my card issuer to file a claim, as I am starting to believe that I have been deceived. In my opinion, I would strongly advise against using this company.”
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 sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
- Colin
“Order No. S21865490
I wish I had read all the reviews before placing an order. I have had one email confirming my order and nothing since. They have changed the Estimated delivery date so I am still waiting. The reason for buying from Dusk was that what I ordered was allegedly in stock and would be dispatched within 10 days. I have recently moved into a flat and currently have nowhere to sit! What a shower of the proverbial.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
I will ensure your cancellation request and refund is processed today.
Thank you for your patience, my apologies once more. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“What a nightmare, Customer service is appalling- not answered any of my calls. I have been waiting for my order since May and still no estimate day or update from DUSK service team!”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
I am pleased to see your order is with BJS due for delivery on the 27th July.
Thank you for your patience, my apologies once more. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues and your original estimated timeframe was not met.
I am pleased to see your order is with Rhenus and due for delivery on the 24th July.
Thank you for your patience, my apologies once more for the delay. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“As with everyone else who has ordered, terrible experience. 40 days after estimated dispatch time no news, no reponse, trying to chase a refund. Will cancel through my card provider. Seems like a scam website to me, real businesses don't act like this in 2024.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues. They have now been resolved.
I am pleased to see your order has now been delivered by BJS, my apologies once more for the delay.
Thank you for your patience. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
- Colin
“Your colleagues informed me that two of the 3 products I purchased are currently in stock and the other product(Hampshire Loveseat-Beige) will be in stock between September 3-7. While I was in the purchasing phase and the confirmation e-mail sent to me showed 28July-1 August. I contacted your team. They said that this team is currently investigating the possibility of shipping the in-stock items separately. I still have not received a response.therefore i cancelled my order.Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015.
E-mails are not answered, cannot be reached by phone.
I canceled my order. I was told that carriers and credits team will contact you within 72 hours. No one contacted me. Please refund me my money.
My order number is S21874088.”
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 your cancellation request is with our Carriers and Credits team. I will ensure this is actioned as priority.
Thank you for your patience, my apologies once more.
- Colin
“Recently ordered a mattress, Bed frame and Headboard when the delivery drivers turned up they had the mattress, headboard no bedframe but a chest of drawers instead of the bed frame???????????. The delivery drivers advised to reject the whole order as they said they would write on the delivery notes no bedframe?????? I have emailed several times absolutely poor communication from Dusk tried to get through on the phone several times no answer we currently have no bed at all and no cirrespondance from Dusk”
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 you received an incorrect box. Please know that we take your feedback seriously and this has been flagged with the warehouse.
On further review, I can see our team have now made contact with you and replacement has been raised.
Thank you for your patience, my apologies once more.
- Colin
“Waited 5 weeks to get a bed delivered and when it did arrive and I built it. Worst bed I have ever slept on. Felt like it would break everytime I moved in the bed and had 2 dreadful nights sleep. Slept on it for 2 nights and had to dismantle it and take it to the skip. I did not feel it was right selling a potentially unsafe product to someone else. Tried to get a refund but as I had used the bed Dusk would not refund.
First time using Dusk and will never be using them again. Truly awful.”
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 a return request was raised on Monday to provide a full refund.
Please know that we take your feedback seriously. I will contact you shortly by phone in hope to resolving this promptly for you.
Thank you for your patience, my apologies once more.
- Colin
“Absolutely poor company.
Second complaint i'm making as the first complaint wasn't enough for them to be effecient with my refund.
I cancelled my order way before the dispatch day (baring in mind they never informed me that it would take 10 days to dispatch).
JASMINE their advisor then informed me AFTER 8 EMAILS that they will manually refund my order of £300. I have since then contact multiple times and still no refund nor response.
They are scammers and they have robbed me.”
Hello,
Thank you for your review and feedback.
I apologise for the inconvenience and frustration you experienced. At DUSK, our top priority is to provide a seamless and exceptional experience for our customers. We deeply regret that your recent interaction with our services did not meet your expectations, leading you to feel scammed.
Please rest assured that this is far from the case, and I am sorry that your experience led you to believe otherwise. We take your feedback very seriously, and our dedicated customer service team is committed to rectifying any errors promptly.
I can see Jasmine reached out to you to offer assistance, on further review a full refund has now been issued.
- Colin
“Zero customer service. They are not good at following up on enquiries. It took nearly three weeks for my sofa to be delivered, and I didn’t receive a response to my enquiries about its estimated delivery date.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
I am pleased to see your order has now been delivered, my apologies once more for the delay.
Thank you for your patience. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Ordered a new bed, delivery took a few weeks which is expected. I took a holiday day off work for the delivery which arrived yesterday. Half the bed is missing, there’s no phone number to call and no one has responded to my emails.
Wishing I’d read the reviews before ordering! 😫 feel like I’ve been scammed and now stuck with 2 pieces of a bed.”
Hello,
I apologise for the inconvenience and frustration you experienced.
At DUSK, our top priority is to provide a seamless and exceptional experience for our customers. We deeply regret that your recent interaction with our services did not meet your expectations, leading you to feel scammed.
Please rest assured that this is far from the case, and I am sorry that your experience led you to believe otherwise. We take your feedback very seriously, and our dedicated customer service team is committed to rectifying any errors promptly.
I will contact you shortly by phone in hope to making this right.
Thank you for your patience.
- Colin
“Oh my god I wish i had researched this company before i placed an order in April 2024. The customer service is appalling. no communication, unable to get a straight answer. ordered a kingsize bed and 2 arm chairs. taken my money but no furniture. the items were expected to be delivered in May 2024. then i was informed this was going to be delayed and likely to by June/July after numerous attempts to make contact they have now told me it they have the bed but the armchairs are expected in mid september 2024. then its a further 10 days to deliver if the delivery company gets in touch. if you order more than one item they will dispatch both at the same time. My wife and I are currently sleeping on the floor as we were expecting the new bed in June and disposed of the old one. We are both in our mid 50s, not in he very best of heath and we now have this uncertainty over us. this cannot be right. we have worked very hard for this furniture and i have no idea when the items will arrive.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
We will always provide customers with updated preorder delivery timeframes. We fully understand that any delays are inconvenient and new dates may no longer be suitable. I can see these updates have been issued. We would never want you out of pocket and will always provide a full refund on request.
Thank you for your patience, my apologies once more. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Wouldn't even give 1 star if i could. Placed a pre order on the 22nd of june for 3 seater Brooklyn sofa, which was to be delivered between 8th to 12th july. order number S21843785. i have left 2 emails but get an automated response. i have tried calling them and both times at 42 mins my calls gets cut off saying no agent is available to take your call. the customer service is absolutely appalling. That's over 80 mins of my time wasted and having to listen to that awful music. On their website it shows my order is waiting to be processed since the 22nd of july.”
Hello,
We apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues
I am sorry that your recent experience has led you to cancel your order. A full refund has been issued.
Thank you for your patience, my apologies once more. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
Hello,
We apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
We will always update customers with new preorder timeframes, however we fully understand that new dates may no longer be convenient. On request, we will always offer a refund which I can see has been issued.
I am sorry that you recent experience led you to cancel your order.
Thank you for your patience, my apologies once more. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Placed an order in may (S21782992). It's been confirmed but I'm still waiting for a delivery date. Communication from the company is appalling, when you contact them you wait at least 5 days for a reply, then they just fob you off and say they will be in touch when it's on the way, absolutely no idea when that will be. I'm currently trying to get through on the phone, using a phone number that's almost impossible to find, not very hopeful at all. I wouldn't recommend ordering anything from this company at all!!!”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues. They have now been resolved.
On further review, the estimated delivery timeframe is the 21st July - 25th July.
Thank you for your patience, my apologies once more for the delay. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Order number: S21801787
We ordered two sofas from Dusk at the end of May. Estimated delivery for both sofas was early July. Since we placed an order there was no communication from dusk on the progress of our order. We sent numerous enquires to the email address provided on the website and received automated replies that dusk will only be able to provide updates past estimated delivery date. We then received an email stating that there’s a delay and our new estimated delivery date for one of the sofas is now August 2024. There was no mention of the second sofa. We enquired about it over the email and there was no response.
After numerous attempts to obtain a phone number (don’t think it should be that hard to get a customer service number..) we’ve been told over the phone that the email was sent to us by mistake and the order is ready to be shipped. We’ve been in multiple conversations with the customer service over the past 5 days and all we’ve been told that they are ready to ship our order, it was marked as urgent and it will be delivered to us asap.
It’s almost mid-July and we are still waiting for our sofas. As it stands customer service is not providing us with the accurate information. They don’t provide us any contact information of the warehouse and we are in the dark about what is happening to the sofas that we paid for. One of the customer support representatives kept talking about some mystery department that is dealing with “situations like this” who is supposed to contact us this week.
We recently moved into a new flat and we specifically ordered sofas well in advance of our move-in date. It’s been over 30 days since we placed our order and we have zero understanding about what is happening with the sofas we ordered.
At this point it feels like a scam. Also, they have fake reviews on their website with exactly the same photos being used for multiple reviews but with different names.”
Hello,
Thank you for your feedback.
I apologise for the inconvenience and frustration you experienced. At DUSK, our top priority is to provide a seamless and exceptional experience for our customers. We deeply regret that your recent interaction with our services did not meet your expectations, leading you to feel scammed. Please rest assured that this is far from the case, and I am sorry that your experience led you to believe otherwise. We take your feedback very seriously, and our dedicated customer service team is committed to rectifying any errors promptly.
All reviews are genuinely left by customers, and we have no control over them. Like any retailer using a review platform, the reviews are strictly regulated and monitored behind the scenes. We rely on authentic customer feedback to improve our services and to reach out to customers who need further assistance.
Upon further review, I am pleased to inform you that your order is with Rhenus and is scheduled for delivery on the 19th.
Thank you for your patience, and I apologise once again for any inconvenience caused.
- Colin
“Order number: S21801787
We ordered two sofas from Dusk at the end of May. Estimated delivery for both sofas was early July. Since we placed an order there was no communication from dusk on the progress of our order. We sent numerous enquires to the email address provided on the website and received automated replies that dusk will only be able to provide updates past estimated delivery date. We then received an email stating that there’s a delay and our new estimated delivery date for one of the sofas is now August 2024. There was no mention of the second sofa. We enquired about it over the email and there was no response.
After numerous attempts to obtain a phone number (don’t think it should be that hard to get a customer service number..) we’ve been told over the phone that the email was sent to us by mistake and the order is ready to be shipped. We’ve been in multiple conversations with the customer service over the past 5 days and all we’ve been told that they are ready to ship our order, it was marked as urgent and it will be delivered to us asap.
It’s almost mid-July and we are still waiting for our sofas. As it stands customer service is not providing us with the accurate information. They don’t provide us any contact information of the warehouse and we are in the dark about what is happening to the sofas that we paid for.
We recently moved into a new flat and we specifically ordered sofas well in advance of our move-in date. It’s been over 30 days since we placed our order and we have zero understanding about what is happening with the sofas we ordered.
Total mess of a 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. Your patience in awaiting an update is greatly appreciated.
As a result of these issues, our customer service team are experiencing a high volume of queries which is also impacting wider response times, including for customers who are not affected by the delays. Again we ask you to please bear with us and assure you that our normal five-star service will soon resume.
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 so that we can investigate this further.
Kind regards,
DUSK Resolution Team
“Do not order! I have waited several months now and made an order in December it is now July and need this order sent out as soon as possible. All the staff in dusk keep mentioning to wait 48 hours but it’s been almost 8 months now. I can’t stress enough about how difficult this situation has been. I have received emails saying they will respond within 48 hours and once someone gets in contact they say they will investigate and they have been saying this since April??”
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. Your patience in awaiting an update is greatly appreciated.
As a result of these issues, our customer service team are experiencing a high volume of queries which is also impacting wider response times, including for customers who are not affected by the delays. Again we ask you to please bear with us and assure you that our normal five-star service will soon resume.
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 so that we can investigate this further.
Kind regards,
DUSK Resolution Team
“Have to agree with all the negative comments, Delivery promises are broken and to expect me to await until late September from a early July delivery is unacceptable bearing in mind the goods have already been paid for.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
We understand that new delivery dates may not be convenient, we can of course cancel your order and provide a full refund on request. We would never want customers out of pocket. On further review, I can see a refund has been issued.
Thank you for your patience, my apologies once more for the delay. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“Been waiting 7 weeks for my order. Poor communication. When will I receive it? You keep stating on your feedback to customers that it doesn’t reflect Dusk experience. That is a false statement based on the large quantity of concerns from paying customers on Google review, Trust Pilot and social media outlets. Your generated response is a growing concern for customers and whatever operational issues you’re having should not be putting customers at a financial disadvantage!”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues.
I am sorry that your recent experience has led you to cancel your order. I will ensure your refund is actioned today for you.
Thank you for your patience, my apologies once more. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
