“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.”
“Avoid!! Ordered a bed mid March, no dispatch, no bed, no reply to my 5 emails. I would like a refund dusk.com asap you are a scam website. I work for BBC and will be notifying watchdog, I’m sure some of the below buyers will also be happy to participate.”
“I would give no stars if possible. Have been waiting for my order for more than 2 months now. Have tried to contact customer services, to no avail. Looks like it's just another company hyped up by TikTok influencers and creators. So disappointing because their products look so aesthetic. Have now filed a complaint through PayPal to try and get my money back, hopefully I can get a refund.”
“Ordered a chair on the 23rd March, currently still waiting a month later. I have sent 16 emails and just get sent generic email saying give it 10 days. It is a long time when you have spent a significant amount of money. And you can't not get hold of anyone at all for a month. Currently still waiting. I will give it one more week before I report as a scam and get my money back from the bank. Will not be spending money with them ever again. Amd definitely do not recommend at all!!”
“On March 24th, I placed an order with DUSK, excited to furnish my home with new beds and bedroom furniture. Despite assurances of a dispatch within 5 working days, it’s been nearly a month, and I’m still without my order. I’ve reached out multiple times via emails and calls, only to be met with silence. The lack of communication and respect for my time and situation is profoundly disappointing. I’ve spent a considerable amount, only to be left sleeping on mattresses on the floor. This is no way to treat a customer.”
“I ordered an all season duvet in December 2023 and over a month later I received the 9 tog part and it’s now 19 April 2024 and I still haven’t received it. The customer service team don’t even read my emails properly and send me a reply about something else completely. I’ve just emailed again and asked for the complaints department but they replied asking me to allow time for delivery as there is a backlog in the ports?! What a 5 month delay! I ordered from them because a friend told me the quality is good but I’ll never ever order from them again. Shocking customer service and delivery!”
“Terrible customer service, ordered a footstool that arrived faulty, stitching coming undone and staples showing , emailed them straight away as can't find a number to call & have had NO reply. On the website it states not to return any faulty items until you heard back from them but I have had NO reply !!!! I want to return the faulty item & get my money back so that I can purchase elsewhere, I will.continue to try to get a response , would NOT recommend following this experience”
“I ordered my bed frame on 28th March. I just get an automated response from them saying contact them after 10 working days it’s well overdue.
It is very wrong to take money and nor provide goods - I’m so disappointed and upset with Dusk for delivering my order”
“Terrible service , so much confusion ! Delivered one of the beds that I didn’t even order ! Having to sleep on the floor now ! Not responding to emails ! Thinking of popping up to Leeds now .
Never again 👎🏻”
“Placed an order for my son (he was moving house )- ordered sheets duvets, pillows - over 2 weeks ago . Delivery with EVRi - nightmare experience they tried to deliver it to somewhere in Somerset (have no idea why) instead of East Sussex. Have contacted the customer service people on numerous occasions and they seem to think the onus is on us the customer to sort it out with EVRI ( that's impossible dont' know why companies use this delivery company?) I have sort advice and it is up to Dusk to sort it out with every - it is not our resposibility. Now Dusk have stopped communicating and are just ignoring the problem - my son is using a sleeping bag. BUYER BE WARE”
“Absolutely horrible. Thieves. They never answer the phone and their emails are generic and insensitive. I want to cancel my orders but there is no way to do so because I cannot get a hold of them.”
“I genuinely never leave reviews, but I cannot believe just how bad the customer service is. It feels like I have been robbed.
I ordered a bed with the promise of a 5 working day dispatch time. It has now been 8 working days. The reason I am in a rush is because I moved house 5 days ago and I have no bed to sleep on.
I have sent two emails, no reply to either. I have called, it puts me on hold and says the wait time is 11 mins - I then sit there for 40 mins, and forces me to then 'request a call back'. It forces me to do this because when I press the number to wait for an advisor to become available, it keeps going round in circles.
I want to cancel my order, but I am worried as to how long it will take to get my money back. Like most people, I can't afford to have several hundred pounds go missing for several weeks, especially having just moved into my first place.
I genuinely feel like an idiot for purchasing from this company.”
“Update on my previous review on trust pilot
Colin from dusk contacted me after my initial one star review and didnt really do much to improve on the delivery date
Finally got the delivery date for my order over 2 weeks after it should have been here, the box turned up with the wrong item inside. They have sent me the linen version of the footstool i order instead on the boucle. I've now been on hold for 45 minutes trying to get through to their customer service and they just cut off my call.
Awful experience all round. Dont order from this company”
“Beware of purchasing as aftercare is 0
DUSKs after care get a bad rap and I can now confirm that this is justified!
I purchased 2 Soho sofas from DUSK one 2 seater and a 3 seater sofa bed. After 2 weeks of usage I noticed that the 3 seater had some quite obvious material rippling on the front body of the sofa. On further inspection you can see that the material is lax and has not been pulled tight enough. There is no rippling on the right side or on the 2 seater. This is clearly poor workmanship on this one sofa. I have looked at countless pictures of the sofa online and can not see this rippling on anyone else’s sofa.
I emailed DUSK with photos, nearly a week later I get a response. The response was it is not a fault and it is personal preference???? What does that even mean? This is not personal preference this is clearly a fault. They go on to say if it had not been used they would refund or swop but because it’s used they won’t. This fault became apparent from usage of it has looked like that on delivery I would have returned and asked for a replacement.
Please be wary of purchasing from them because they wipe their hands of you once sold. I am one of many people on here who have had issues after the sale and not got support. I will most definitely be taking this further as I am 100% confident this is a poor workmanship error and not “personal preference””
“Disgusting customer service, ordered in March on the 5 day delivery promise! Ha joke! Have sent numerous emails and just received automated replies...hugely disappointed in Dusk and actually feel like I have been robbed! Waiting on someone to actually respond and offer a resolution.”
“Horrendous!!! No customer service and they do not respond to emails!
Originally ordered 2 beds and one mattress they delivered one bed and one mattress on the 27/3 after complaining on every email I was told that a replacement bed would be sent ( on a different order no) as PRIORITY!!! That was 29/3!! I have had no communication from them since.
I have sent endless emails and only receive the automated response.
Effectively they take your money and run!”
“If only I could give zero stars.
No updates on delivery, when emailing I was informed it would be delivered on the 12 April, when I asked for the delivery times, they said actually it will be dispatched on the 12th, so delivery could be a few days from then.
When I asked to raise a complaint and speak to a manager, the person rang me and told me they would upgrade the order to be dispatched on the 12th.
Having been distracted by work, I hadn't realised she said dispatched and thought the lady said delivered, so there's no actual upgrade, just glossing over the exact same scenario! Very very disappointed with the service.”
