“Dirty bed, no help switching over, 2 months of stress...promised a phone call that they still wont provide. The morning of a delivery to give me a new headboard after two months of arguing, they change the appointment time and I have to miss my physio that I have paid for already”
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 has fallen short of our usual standard. If you have highlighted any quality issues, then this should be resolved within a timely manner.
Please know that we take your feedback seriously. I will investigate in more detail and ensure this is resolved.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Wouldn’t use this company, customer service is beyond useless. Ordered and paid in full for a sofa. Took 8 months to finally get the complete sofa. Several deliveries days and numerous emails to get the company to collect the items wrongly delivered and the correct items delivered. Had to use annual holiday allowance and the only compensation offered was £100 after offering £70 at first”
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 and we are committed to providing a better service next time. I am pleased to see your order has now reached you and hope you are happy with your new Brooklyn purchase.
DUSK Resolution Team
“I am extremely dissatisfied with the company DUSK. I placed an order over 7 days ago, paid in advance, and have yet to receive any response or update on the status of my order. It is unacceptable for a company to treat its customers in this manner, completely ignoring any attempts at communication.
I am publicly requesting the cancellation of my order and an immediate refund of the amount paid. It is regrettable that I have to resort to a public complaint to try to resolve this situation, but DUSK's lack of communication has left me with no other choice.
I advise anyone considering purchasing from DUSK to reconsider. A company that does not respect its customers and fails to respond to support requests does not deserve trust.
DUSK, I await an urgent response and the return of my money.
Sincerely,
Ricardo”
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 can see that your query is being handled and a full refund has now been processed.
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
“absolutely terrible company. sold me a faulty couch in dec 2023. couch became faulty, took 3 months to replace the part, replacement was also faulty! their delivery driver damaged my exterior door and frame (caught on cctv) and Dusk are COMPLETELY ignoring me. so im £1100 out of pocket, faulty sofa and a faulty door! they wont even reply with the information i need to allow me to pursue this legally with a money claim.”
Hello,
I am very sorry to learn of the delivery 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 our team are now currently in contact with you.
Thank you for your patience.
DUSK Resolution Team
“Ordered bar stools 4th May. Was told delivery date then cancelled last minute. No correspondence nothing. Customer service rubbish. Feel like I've been robbed.”
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.
Our Carriers and Credits team are currently investigating and will be in touch shortly to resolve.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
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 we can investigate this further.
Kind regards,
DUSK Resolution Team
“Ordered a bed 10 days ago have had nothing to say with it will be dispatched or delivered! Contacted through email several times no response!! No number to call either”
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 pleased to see your order has now been delivered on the 7th June by BJS.
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
“I am taking legal action with Dusk, I have paid for my product and they won't deliver it to me. They are ignoring emails from me and the delivery provider. Worst company - do not buy anything from them”
Hello,
I am very sorry to learn of the delivery 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 investigate in more detail and ensure this is resolved for you promptly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered from DUSK Shop a month ago. Since then, I’ve received no updates. I’ve emailed them multiple times, get reply just after I left a negative review on Trustpilot. They promised to fix things, but nothing changed.
You will lose money ,time and gain stress”
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 can see that your query is being handled and replacements have been raised.
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
“There is no customer service. Nobody responds just a computer generated standard email. I have tried calling twice on a number that wasn’t given on their website but it’s clearly their main number. The first call lasted 40 minutes and then I was cut off. I never got to speak to anybody. I’ve just tried to call again because I have people coming to stay this weekend And it’s now getting urgent. I had to cut off after 40 minutes again. Nobody picked up the phone. As for these occasional five star reviews. They don’t sound genuine. The one star reviews, however, do.”
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. I will ensure this is actioned by our Carriers and Credits team with urgency.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Trying to send mattress back that is unsuitable. Nearly 2 weeks on, still no contact about collection and refund. Tried talking to someone on the phone, was on hold for 15 minutes, gave up in the end. Worst l've ever dealt with. Going to contact my solicitor.”
Hello,
I am so sorry to hear about the experience you've had this time round. This is far from what we want our customers to go through and I apologise once more for our delayed response time.
On further review, I am pleased to see your mattress has been collected and a refund issued.
Thank you for your patience and bearing with us.
- Colin
Hello,
I am so sorry your order was not delivered when expected.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website and on your order confirmation when we expect your delivery to be.
Whilst the timeframe provided is an estimate provided by our supplier, this is usually met. Any delays should prompt us to provide an update and resolution. I apologise for falling short this time.
I am pleased to see your order has now reached you.
Thank you for your patience and bearing with us.
- Colin
“My bed was supposed to be delivered on Thursday 23rd May. It did not come
According to the delivery driver on the phone, he could not deliver the bed because he only had the house number and postcode and not the street address. My bed was not delivered!
I have contacted them via email twice and have not as yet received a response. My bed on my account is showing as delivered
Where the hell is my bed @dusk.com?”
Hello,
I am very sorry to learn of the delivery 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 pleased to see your order has now been delivered by Rhenus.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered in February and was told it would arrive in April, it didn’t. No communication from DUSK whatsoever, so I reach out to them for them to tell me that my order will be delayed till the end of May. I reach out again after hearing no update from them and now get told it will be the end of June. Really disappointed in the entire process and feel like I’ve just been swindled at this point.”
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. Your cancellation request is with our Carriers and Credits team and will be actioned as quickly as possible.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered a in stock sofa from dusk on 3rd May, stated it would be delivered within 10 working days. 3 weeks later no email delivery update. No response to my numerous email. No contact number. My mum has dementia and currently has no sofa to sit on. I am shocked at how they get away with such awful customer service. This feels like a scam.
I will have to report them and chase refund if I do not hear within the next week.
Order no. S21748436”
Hello,
I am very sorry to learn of the delivery experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
On further review, I can see your full order was shipped to BJS on the 7th May. 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 investigate and reach out to you shortly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered 3 sofas start of April. Said my estimated delivery was may 2nd, it’s now the end of may and have sent multiple emails chasing them asking where my order is. They just kept saying there’s problems but that’s it. Woke up this morning to an email saying it’s been ‘shipped’ but says the order has an exception. So what the hell does that mean! Not holding out hope that my correct sofas get delivered.”
Hello,
We’re extremely sorry to hear of the negative experience you had with us recently. 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 were delayed.
We can now confirm that these issues have been resolved. I am pleased to see your full order reached you on the 29th May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Sofa was ordered in January, said delivery would be March. April comes around 0 communication and no sofa, contact them and they say it’ll be July… which is fine I can wait only for them to attempt delivery in May whilst I was away without me selecting a date. I contact to reschedule delivery and no response… waiting 10 days and still nothing.”
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, and we are committed to resolving this matter promptly.
I will investigate in more detail and reach out to you shortly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
Hello,
I am very sorry to learn of the delivery 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 can see your chargeback has been accepted. Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered a sofa bed, it was due for delivery on the 14th May 2024 . Rhenus couldn’t deliver as they stated the address wasn’t correct on the parcel. They did not call to check the address. I have emailed Dusk on two occaisons on the 14th and 16th May - no response. I’ve telephoned on 4 occaisions and no one picks up. The answerphone states Dusk is having technical issues! I’ve requested a call back, no response either.
It’s really disappointing that the customer service is non existent. It’s just impossible to talk to anyone. I’m figuring I’ve lost the money and probably won’t receive the sofa bed 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. I can see our team have been in touch in regard to your redelivery.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I placed an order for an in stock item (super king bed frame) on May 1st and have not received any communication from Dusk or BJS about a delivery. It has been 13 working days - the email states i would receive communication within 10 days for an in stock item. I've tried contacting customer service through the online message system (the ONLY way they let you get in touch) and have heard nothing. I am very distressed as we have a new home that we are soon arriving to from the US, and I am 25 weeks pregnant and am anxious I will not have a bed to sleep in!!!”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
