“WORST CUSTOMER SERVICE!! PLEASE AVOID
Placed an order S21830688 on 14th June for Goose down duvet and bed set. Was advised 10 working days to delivery. This was a gift for friend and I paid £100 but to date (8th July) it still hasn’t arrived. I have emailed 2 times and received automated replies. No customer service number to call.
I would like to get a refund so I can purchase another gift for my friend.”
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 me the opportunity to reach out and make this right as best possible.
- Colin
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order which has led you to leave another review, 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 cancellation request has been raised and your full refund will be with you as quickly as possible.
- Colin
“AVOID AT ALL COST! Huge Delays and Incredibly Bad Communication
I ordered three sofa items and two bedroom furniture pieces on April 10th. It's now been three months, and I'm still waiting!
Issues Faced:
Delays:
At the time of ordering, only one item was marked as unavailable until May, which I was prepared to wait for. However, none of the items have arrived.
Communication:
Reaching customer service by phone is impossible, and emails take three weeks or more for a response. The responses I did receive were inconsistent and conflicting.
False Promises:
I was initially told my items would arrive by June – nothing arrived. Then I was promised July – again, nothing. Now I'm being told August.
Partial Dispatch Confusion:
I was told at one point there would be a partial dispatch of my order, and then another email contradicted this.
Refund Issues:
I requested a partial refund due to the inconvenience and was initially told this would be arranged once delivery was confirmed. Later, I received an email stating no compensation would be provided, and I could only cancel my order, which I found extremely insulting.
Requests:
- A sufficient response and clear communication.
- A confirmed delivery date.
- A partial refund for the inconvenience caused.
I hope you can resolve these issues promptly, so I can turn this negative experience into a positive review.”
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.
Our customer service team have been working hard to provide updates to all customers who have had their orders delayed and your patience in awaiting this has been 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.
We can see information regarding your order has been relayed, please do respond to our team's correspondence if you require any further information or assistance.
We kindly ask you to please bear with us and assure you that our normal five-star service will soon resume.
Kind regards,
DUSK Resolution Team
“Everything from communication to lack of updates on pending shipments. Customer service does not reply. From all the reviews I see, I’d say this company’s reputation precedes them!”
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.
As no contact or order details have been left privately on your review, I am unable to locate your order and reach out to you. If your query is still not yet resolved, please reach out to us at help@dusk.com.
- Colin
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.
I am sorry that your recent experience had led you to cancel your order. Please know that we take your feedback seriously and we aim to provide a 5 star service next time.
- Colin
“AVOID.
Ordered a Sofa on the 24th May, advised 10 day delivery and still not got it. 2 scheduled deliveries and none have turned up.
After the first fake 'attempted' delivery, as we were in all day as both of us work from home, got notification that we would need to pay £30 to arrange a new date. Had a nightmare trying to get in touch with Customer service. Finally to be told that they don't deliver to my area, which means there was no delivery attempt and they would need to refund.
Then got a Paypal request for the £30 to redeliver. Which we paid then called customer services again to query only to be told something completely different that there was supply issue, warehouse issues and at no time was our order out for delivery and were assured It would be now. the £30 was refunded and 2nd delivery was set for today between 6.30am and 9.30am. Guess what? NO DELIVERY.
I would avoid. Supply issues, warehouse system issues, delivery scams for extra payments.”
Hello,
I am truly sorry to learn of the delivery 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.
I have reviewed the delivery images uploaded by the driver on the 21st June, which confirm a large grey gate. These can be provided on request. That being said, the driver should have made every effort to deliver, I am sorry.
I am pleased to see your order has now reached you and the redelivery fee charged by Rhenus has now been reimbursed.
Thank you for your patience, my apologies once more.
- Colin
“The pair of Supreme Goose Down Super king size pillows arrived safely but rather late. These pillows seemed very heavy and when I put them into the cases (correct size) they seemed very firm and far from "medium" softness. I think they were over-stuffed. I have tried to complete a return form but because I have lost the original packing, I am frustrated by the system which keeps referring me back. At 85 I can't cope with this and there seems no way for me to contact Dusk. Pillow cases from same supplier were perfect.”
Hello,
I am sorry to see your pillows were not as expected. At DUSK, we expect customers to be completely happy with their purchase. As a best-selling item, I am sorry that your purchase did not meet expectations this time.
I can see Lily has made contact with you in regard to this. Your refund will be with you as quickly as possible.
Thank you for your patience.
- Colin
“The order takes over a week to arrive.
There is an item missing.
I had to email 3 times to then find out it was out of stock and would have to wait
10 weeks.
What a joke.”
Hello,
I am truly sorry to learn of the experience you have had with your recent DUSK order and delivery, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet your expectations.
Please know that we take your feedback seriously. I can see our Carriers and Credits team have now cancelled your missing topper and provided a refund.
Thank you for your patience, my apologies once more.
- Colin
“Terrible…. Previously ordered numerous items always an issue. I have requested a refund due to being overcharged but they wouldn’t make the difference up. Which is fine but very short sighted! Do not buy! Worse customer service ever, even when given numerous opportunities to rectify.”
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 me the opportunity to reach out and resolve this for you.
- Colin
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 will aim for a 5 star experience next time.
- Colin
“The worst experience ever! Their customer service is shocking. I was told to wait 10 days for my sofa to be dispatched, I called after 10 days as I had not got my dispatch email. I was told I would receive it in 24-48 hours. I called again the next day and said I must wait another 24-48 hours. After 14 days in total, I was then told for the first time that they do not have stock and I must wait another 3 weeks. Over and above this, I have had to hold for more than 20min each time to get through to their customer service team. I have now cancelled my order and must wait 72 hours just for the refund to be processed. I will never use this company again and I would not recommend them to anyone.”
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 sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
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 ordered 2 Hampshire sofas on June 10th and was told delivery 18-21 June brilliant I thought so u sold my current sofas only to find out my sofas didn’t arrive and with no explanation so I tried calling but they didn’t answer so I messaged them only to get a non committal response blaming warehouse issues , then I get an email saying the sofas would be with them late July ( bearing in mind I’d sold my old ones , my problem not theirs ) so I told them I wanted to cancel and they agreed so I went to dfs and bought practically the same sofas delivery in 6 weeks only to find the following day a message from dusks delivery people that in fact they wanted to deliver today ! I had no idea the couriers even had them , I said no I don’t want them so now I tried calling today to find out where my £904 is but again no answer on the phone and vague non committed messages on Facebook . I’d avoid them if I were you . I’ll update the review if they keep their word in the refund and just in case dusk read this my order is S21823428”
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, I note a full refund has now been issues.
Thank you for your patience, my apologies once more.
- Colin
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, I note Jasmine has been in contact to discuss your return and refund.
Thank you for your patience, my apologies once more.
- Colin
“S21783273 - ordered May in stock items and have chased this several times, seems Dusk have been quoting 'supply chain' or warehouse issues for months and keep delaying dispatch months on end.
Severely lacking any customer service or accountability, blatant disregard for its customers.
Have now been told it'll be another month provided no other issues arise - how is this helpful? seemingly Dusk have us over a barrel and it feels like we are being held to ransom.
You enter a contract when ordering and paying, they will happily take your money but fail to deliver (literally) on their part.”
Hello,
Thank you for your review and feedback.
I am deeply 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 regret that your recent interaction with our services did not meet your expectations.
Please know that we take your feedback seriously. If any delays arise, we understand that new dates may not be convenient. We will of course provide a full refund on request.
I am sorry that your recent experience has led you to cancel your order, a full refund has now been issued.
My apologies once more.
- Colin
“## Ordered a Sofa from Dusk? Prepare for a Frustration Marathon! (Order #)
Thinking of buying furniture from Dusk? **Think again!** My experience with their customer service has been an absolute nightmare.
**Here's why I'll never order from Dusk again:**
* **Ordered a two-seater sofa on June 4th, specifically requesting it before 2pm.** Explained I work afternoons and live in a new apartment building with no one to receive deliveries after hours.
* **Fast forward 10 days (supposed delivery window):** Crickets. Emails to Dusk went unanswered, and my comments on Trustpilot explaining the situation were ignored.
* **Finally, after relentless attempts, I get a call from Dusk:** Apologies galore, but no concrete solutions offered. They blamed "warehouse system issues" which did little to ease my mounting frustration.
* **Delivery nightmare begins:** The sofa was finally shipped through BJS, a carrier company. Despite requesting a pre-2pm delivery slot with BJS (both through WhatsApp and a phone call), the sofa arrived **after I left for work!** The driver simply told me to contact Dusk to reschedule.
* **The communication abyss:** Since then, it's been a never-ending cycle of trying to reach Dusk. Phone calls go unanswered, emails get generic replies, and website messages disappear into the void.
* **The audacity of additional charges!** On June 24th, I received another call (surprise!). This time, they informed me that any rescheduled delivery would incur **additional charges!** Absolutely outrageous considering I made every effort to communicate my availability and restrictions.
**It's June 27th, and I'm still sofa-less!** This whole ordeal has been a monumental source of stress. Dusk's complete lack of communication, missed deliveries, and the potential for extra charges due to their failings are simply unacceptable.
**Save yourself the headache and avoid Dusk!** There are plenty of other furniture companies that value their customers and prioritize communication and timely deliveries. #duskisatrull #worstserviceever #customerservicefail”
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 do kindly note on our delivery page before checkout "Delivery slots can vary slightly on the day. Therefore, please only pick a day when you are available all day, even after the 3-hour window has been provided".
Please know that the redelivery fee is charged by the courier, however this is reviewed on a case by case basis.
I am pleased to see your delivery was rescheduled without any fee and your order has reached you. We hope you love your new sofa.
Thank you for your patience.
- Colin
“Its not even 1 star. Absolute scam of a company.
They mis-sell and don't respond to emails or phone.
READ, Christopher James
The Small Mill, Chadwick Street, Leeds, England, LS10 1LJ
You will be recieving a lawsuit to escalate this complaint.”
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.
As you have not left any contact details privately on your review, I am currently unable to locate your order. Please may I ask you provide us with your order or contact details, as we would really like to resolve this for you.
- Colin
“Concerned after reading other reviews. Ordered Bed on the 15th and still waiting for an update. Emailed and I seem to have received the same automated response as others on here. Is that genuine?
Ordered bed so it would come in time to move into my new house - very disappointed and concerned as to whether it will even be delivered. I will not be ordering from here again. Also very quick to take payment, shame you can’t update your customers.”
Hello,
Thank you for your feedback.
We are truly sorry to hear that previous reviews left you feeling concerned. We value transparency and honesty, which is why you have seen a similar message on the review and email.
As mentioned on our delivery page, we typically dispatch from our warehouse to the courier within 10 days of purchase. Since your order was placed on the 16th, it was scheduled to be shipped to the courier by the 25th latest. I apologize for the 2-day delay, as it was dispatched on the 27th.
I am pleased to see that your order has now been delivered by BJS, and I hope you are enjoying your new Middleton bed.
Thank you for your patience and understanding.
- Colin
“Do not order from this company. I am extremely disappointed in the service from Dusk.
I ordered a couch that was showing as 'In Stock' on the Dusk website, and was set to be delivered June 12th. I hadn't received any update on the order, so I had to hunt down their customer service number, which cannot be found anywhere online (I ended up finding it - it's +44 113 519 0311 for anyone that needs it). I spoke with someone named Debbie on June 18th who said she 'guaranteed' my couch would be delivered by the week of June 24th, and that the delivery partner company would be in touch within the next couple of days with a dispatch update.
When I didn't receive the dispatch update after a few days, I called the customer service line again where I waited 30 minutes to speak to someone named Emma. Emma then confirmed she saw the couch was moving through their warehouse, and she was confident I would receive my couch the week of June 24th.
On June 25th - I received an email saying my couch would not be delivered until September....
I have been lied to multiple times, and frankly feel scammed by this company. This was a time sensitive order as I have family coming to stay with me for my wedding, and were supposed to sleep on this pull out sofa.
I now have called their customer service line multiple times, waiting 45 minutes for the line to disconnect. They make it impossible to cancel your order on the website, and they don't respond to emails or answer calls.
This company should be investigated for poor business practice and consumer issues. Do not order - spend your money on a trusted furniture company like West Elm, etc.”
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 a full refund has now been issued.
Thank you for your patience, my sincere apologies once more.
- Colin
“Terrible customer service and delivery is a nightmare. Company give you an estimated delivery date (normally a few months) and then with a few days notice tell you it is due to be delivered early (this is potentially some sort of tactic on their part, as it has happened to others). In our case, it caused stress and a missed delivery. They ultimately ended up charging another £30 for the item to be redelivered and offered nothing but cold responses and difficult to contact customer support. It's a shame that they clearly don't care for their own customers.”
Hello,
Thank you for your feedback.
I am sorry for any frustration caused by the estimated delivery timeframe provided at checkout. Typically, the estimated timeframe is met and provided by our supplier as the item is out of stock at the time of purchase and reserved on preorder.
If we do receive a shipment earlier, we dispatch it to ensure your purchased item reaches you as quickly as possible. I sincerely apologise for any inconvenience this caused you this time; that was far from our intention.
I am pleased to see your order has been delivered. We hope you are happy with your new bed.
- Colin
“I am copying my review from TP to here so it's across all sites:
Avoid - less than impressed.
After waiting '10 days' for dispatch confirmation as per their email I had received nothing so contacted customer support for an update.
I received a worrying auto-responder email saying the company was facing operational/logistical issues, looking at other Trustpilot reviews about significant delays and order problems I decided to request to cancel my order and raised a chargeback with my bank ASAP.
I was contacted by customer support eventually to say that 10 working days had not passed which didn't make any sense as 10 days/10 working days had passed by this point.
I requested to proceed with my cancellation anyway due to lack of trust based on the emails received and reviews online, it's hard to imagine any future issue would be resolved if this is the starting point.
Eventually I was assured this would be processed within 72 hrs and I'd receive confirmation of the refund being made to my original payment method.
Since receiving that email I've been emailed by Dusk and the delivery company attempting to schedule my delivery for tomorrow.
I've contacted the delivery company and Dusk again with no reply, their customer service level is appalling and a 5 working day response time is less than adequate when there are clearly so many issues at the moment.
I will be proceeding with my chargeback if the funds are not confirmed returned in the next 24 hours.
I would not recommend to anyone and hope to receive my money back ASAP to order a sofa elsewhere.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order, please be assured this does not reflect our usual DUSK service.
At DUSK, providing a seamless and exceptional experience for our customers is our top priority. We deeply regret that your recent interaction with our services did not meet expectations.
As per your TrustPilot review, thank you for allowing me to investigate and process a full refund on the 27th June, my apologies once more.
Your feedback is valuable and we aim to provide a better service next time.
- Colin
