“Absolutely obscene customer service. I ordered a sofa and a pouffe in February. Was told that all the items would come together and therefore I had to wait for the sofa to be re-stocked. So I wait until my delivery date, which passes. I get told I have to wait until end of April. I choose the date, and I receive an email confirming dispatch of the middle piece of my 3-seat sofa. It arrives today, 28th of April. I have not received any email stating that the rest will be dispatched any time soon. There is no number to call, it's Sunday and now I've got no sofa, only the middle piece. Can't even watch TV in the living room. NEVER AGAIN.”
“I am extremely upset with the product and resolution that I have received from Dusk. I recently purchased the ‘Ascot Ottoman Storage Bed’ which was delivered to me on 23/03/24. I started building it yesterday. After around an hour and a half of building the bed, I reached the last part - assembling the wooden slats. I noticed a dark mark on one of the wooden slats, this turned out to be a fly! It was embedded under the wood… this must’ve of happened in production.
I immediately contacted customer service via email yesterday evening and received a response asking for my unique batch number etc. I gave the details immediately and waited for a response all day today but got nothing, I even followed up with another email asking for an update. I then decided to call their customer support and spoke to a lady, she promised a replacement and that she’d sent me a confirmation email for this. She also said it would be sent out the next day. To my surprise, this email was never sent to me. I had to call back again to ask for this email confirmation and was told that it has been requested but could take up to 5 days to even dispatch the replacement slat. Both times, I explained that I had dismantled my previous bed and now do not have one to sleep on.. but despite my inconvenience, I was not offered any refund or partial refund for the problem caused. Not to mention that this is completely unacceptable for hygiene reasons, I would’ve liked to assume that they complete quality checks?
I am a 21 year old student and have saved up for this bed for a long time, so my experience has been upsetting. I expected better quality control from what sounded like reputable company and better resolutions to a unhygienic faulty product, not only to sustain customers… but fairly offer a partial refund/discount and a clear explanation of how they will resolve the issue? Not make the customer continue to follow this up after they’ve already contacted you 3 times and to be honest, I still do not know if or when I will receive this slat. If it takes another 5 days to dispatch then I may not have a bed for 2 weeks as it’s Easter weekend in a few days!
Apart from this, the bed itself is lovely and without this issue I wouldn’t have a bad word to say.
I would like Dusk to take immediate action to rectify this situation and provide me with a replacement slat as soon as possible. Additionally, I believe that I am entitled to some form of refund for the lack of hygiene and the poor customer service I have received. I hope that Dusk will take my complaint seriously and make the necessary improvements to prevent this from happening to other customers in the future.”
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 can see Jasmine has now been in contact with you and replacement parts have been raised. Once fully resolved and confirmed, we will be happy to look at a suitable gesture of goodwill.
- Colin
“Odd system. Dusk insist you wait until after the delivery window elapses before you contact them, rather than proactively letting you know if they can't deliver on time, and when you can expect your parcel. Window elapsed 4 days ago for an order made in early Dec and I'm still waiting for a reply. I'd appreciate a contact from a customer service person asap as I have an elderly mother who can't come and visit her grandchild as we have no bed to put her up on!”
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 committed to ensuring a 5 star experience next time!
- Colin
“AVOID. Cowboys.
Do not order if you need something within a sensible timescale. We ordered a bed a week ago and it still hasn’t been dispatched. We will now need to order blowup beds for our guests at extra expense.
They really should put a hold on taking any new orders as they clearly can’t handle the ones they have.”
“Absolutely appalling customer service. Ordered a chair and footstool at the beginning of January and still nothing. I received one email to say dispatch would be delayed until April 8th and here we are 3 weeks later and no goods have arrived. No apology. They have my money. Shocking!!! Do not buy from Dusk. They don't deserve the one star”
“I ordered a bed from Dusk in early March but received the wrong-sized bed, which was only evident after taking two hours to put the bed together. I contacted Dusk on March 11th and was told on March 12th that a replacement was on the way. On March 15th, I received an email asking for photos and proof of the wrong-sized bed. I emailed back immediately, stating my confusion, seeing as I was told a new bed was already on the way, and did not hear back until I followed up again on March 20th, expressing my disappointment in their customer service. I heard back that day and was told a new bed would be sent but that I had to disassemble and repackage the original bed myself and keep all fixtures and fittings for the new bed, which, given they would be different sizes, was very confusing. I asked for clarification again and stated my disappointment, to which I was told, "Our priority is to get the situation resolved for you. Then, once we are both happy with the outcome and the situation is resolved, I can assure you that we will review the query in full and provide a suitable gesture of goodwill.". The new bed was not shipped until March 25th and did not arrive until April 5th from delivery men who joked they might be back in a week because they weren't sure if this was the right size or not. I had to disassemble and package the original bed, which took nearly two hours, and reassemble the new bed, which took over two hours. Since then, I have not heard from Dusk at all, despite reaching out again on April 15th and April 27th. There has been no "gesture of goodwill" as promised or attempt to remedy the situation. I will never order from Dusk again and I suggest you don't waste your time either.”
“The worst experience I have had since buying online.
Ordered on 29th March, delivery estimate 13th to 16th April, to be told that order would get to their warehouse on 18th April if no more delays.
Please when ordering online from Dusk be aware that's a matter of luck if your order will be delivered or not.
I am requesting a refund.
Shocking and no words.
No matter how good the product looks, but they are a company of their word. Misleading and unprofessional.”
“Horrendous experience. Still not received my order or even an update a MONTH after ordering - spend hundreds on a new bed and they are absolutely impossible to reach. I never leave bad reviews but do not buy from this company!”
“Absolutely pathetic customer experience. Ordered a sofa on 7th April with 10 days delivery time. Still waiting for a response - We can understand if its delayed due to a genuine reason, however if all orders irrespective of when they are placed are delayed and on top of that they do everything to frustrate customers by not giving any way to reach them/ no response/ no assurance that its not a fraud company and order will be delivered on this date - I fail to understand why are they still in this business and fool new customers. if they dont have stock, pathetic customer service, no way to reach them, why do they run sale on website and just make more people suffer who buy from their website. Never buying again from here”
“Again I agree with all these reviews they have no way of communicating with them, they do not reply to emails, still waiting for a delivery date and who knows if we will even get it. I would like my money back and to cancel the order but where to even start. Appaulling customer service which I just didn't think was possible in this day and age”
“Still waiting for my delivery. It’s now the 18th working day.
After being told there was an issue with their ordering system my order for the bed was done again and this time was told 10 working days. This was on the 13th working day of waiting for my original point of order on the 28th of March (so 13 working days not Inc the bank hol). I was originally told 5 working days.
I’ve emailed multiple times and had no response at all. Still no idea when to expect delivery. The service is absolutely dire.”
“Paid for bed frame on the 7th of this month and still not despatched....
What a bunch of clowns. Asked for order to be cancelled and still nothing. Impossible to contact. It has been 20 days nearly and still nothing. Was meant to be delivered by the 21st latest
Had to report this transaction as fraud to my bank. 20 days and they cant even type an email. What a shambles company
Hope they go bankrupt”
“I cannot rate below 1 star but they deserve less. I have never experienced a furniture company in all my time staging properties that is as disorganised and lack transparency like Dusk. My order that should have taken a maximum of 10 working is now at day 24 and yet no delivery. Needless to say it past the point where I urgently needed them. I have not been able to get a response from their “write to us” department nor will they ever answer their customer service line. I have day in and day out called them multiple times to only have the call drop every single time. The now hold nearly £1000 of my money and no site of ever getting this back.
They give you no information up front as to when it will be delivered. No tracking and zero updates while they figure themselves out.
This doesn’t come close to the service provided by other companies and therefore I would stay as far away from this company as possible. Especially if you have a need for your items urgently.”
“I made an order for a bedspread and cushion covers, plus 2 pillowslips. The pillowslips arrived pretty quickly but the bedspread and cushion covers have never arrived. No updates, nothing on account etc. I have written emails and apart from the first one which said they were out of stock, there has been no other reply. No phone number etc.
Looking at these terrible reviews, it looks like “dusk” is defrauding customers and clearly have no intention of sending these poor customers including myself any products that they have paid for in full.”
“I wish I had found this website before ordering from Dusk. Half of the order was fulfilled but still haven't delivered the sofa and impossible to reach through the phone (conveniently only to be found through their Instagram page) and over email. Awful customer service.”
“It appears there is only an automated email and answer machine working for Dusk!
Ordered and paid for a bed on 8th March with estimated delivery date of 17-21st April. It is now 22nd April and i still have no bed!
Tried several times to contact both by phone and email but have yet to actually connect with a human being.
Will be reporting as a scam.”
