“The bed arrived with a noticeable crack running through the headboard. It took weeks to receive a response from customer service regarding an exchange, only to be informed that we'd have to wait until June. Opting for a return, it then took another week to get confirmation from customer care. While the bed headboard looked appealing, it unfortunately lacked solid construction.”
“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
“Stay away from this Fraud.
They took a booking in March 2024 without informing that the product is out of stock.
Then they email us an estimate date for delivery in April 2024. Then after that date has passed. There is no communication no answer to calls and after two weeks of email they come back with two conflicting emails on the same day. One saying that the furniture will reach them by end of this month and another saying that it will be delivered in July 2024. SO a nice trick t cheat people their money.”
“Ordered and paid for a sofa January 26th was given 3rd April for delivery after many emails still got nothing nor explanations. Just been informed to be patient!!! There waiting to hear from their delivery company. 4 months is unforgivable. Do not use this company they are unscrupulous”
“Dusk took my money 14 weeks ago and never heard from them since with regards to my latest order. No estimated delivery date provided, only generic response to emails received, no one picks up the phone on the helpline and no promised call backs received. In addition, the account section of their website is completely bereft of useful information. Presumably the company is in financial difficulties and unable to fulfil orders - crazy that they are still taking other people's money with another one of their 'flash sales' when they can't deliver existing order commitments or cope with providing even a basic level of customer support!”
“Scam! They are ignoring all my emails or just sending a generic response that fails to address the issue. I purchased a dining table weeks ago which was meant to have a 10 day dispatch. Nothing! Has anyone had any luck getting their money back? I have raised a dispute with PayPal.”
“Probably the worst company I’ve dealt with. I ordered a few items they only delivered half of my items about a week and a half ago which was exactly 23/04/24 I emailed(since they don’t have a telephone service- red flag !!) them to ask where my other items were or when they would ship them to me. Up until now 03/05/24 I’ve not received a reply. Luckily i paid for the items with Klarna so I’ve raised this with them, hopefully I can get a refund or get my goddamn items I paid for. Very appalling customer service I would never recommend them !!! Only purchase from them if you are willing to go through hell.”
“Has anyone had a refund? I’m absolutely seething with this company. Absolutely horrendous!
I’ve given them until tomorrow to reply to me….AGAIN, if they don’t, I’m exposing them on every single social media site!”
“I have received only part of my order. I have written every day to help at desk.com. There is no telephone number and no one is replying to my emails. Would you like to tell me how unearth I can get something that I have paid for this email sound aggressive I am not I’m just very sad that I’m paying for something and I’m not getting having this problem”
“Absolutely shocking company !! Avoid at all costs !! I wish I’d read the reviews before ordering a bed from Dusk and I wouldn’t have bothered. Ordered on 10th March and was due by 16th April - still no bed and no update on when if ever I’ll get it. Emails receive an automated response that don’t actually give you any info and the phone system is a joke if you actually try to speak to a human - after 45 min of waiting and listening to the same automated message I pressed the call back option and no surprise no callback - I’ve tried to cancel the order but of course their system doesn’t let you do that either - they seem to have time to respond to the positive reviews on trust pilot and to send daily marketing info but not to tell customers when they will get the item they have paid hundred of pounds for. If anyone from Dusk bothers to read this please reply to my emails with a meaningful update and cancel my order so I can buy from a company that actually cares about its customers”
“Absolutely appalling service. Order was confirmed more than a month ago but no update since. They do not respond to emails and calls. Horrendous. I've been waiting for a bed for my bedroom since March. It is extremely distressing.”
“Can not get hold of this company :-( Wish I had read these reviews before buying, no contact still waiting for 2 chairs that were ordered weeks again, onto credit card company for refund now”
“Ordered a bed on the 7th February was told it would be delivered between the 4-8th march, it’s now been nearly 3 months since I ordered it and still hasn’t been dispatched, cannot contact them other then email where they state there’s a delay on deliveries and to basically just wait longer, never again will I order from this company spend £300 for basically nothing”
“WORST COMPANY EVER.
RETURNED 4 DINING CHAIRS AS IT WAS HARD TO ASSEMBLE. I KNEW THERE WOULD BE A £39.99 CHARGE WHICH COMES OFF THE REFUND.
I ONLY RECEIVED A REFUND FOR TWO CHAIRS WITH A DEDUCTION OF £39.99.
HAVING ALERTED THEM ABOUT THIS, THEY APOLOGISED AND SENT ME A REFUND AND CHARGED ME £39.99 AGAIN!
I HAVE BEEN EMAILING THEM EVERY DAY, THERE HAS BEEN NO RESPONSE.
THEY ARE THEIVES AND HAVE TAKEN £80 AND THERE IS NO CONTACT NUMBER FOR THEM. THEY SHOULDNT BE ALLOWED TO TRADE. I CANT BELIEVE THE AMOUNT OF HORRIBLE REVIEWS I'VE READ ABOUT THEM. STAY AWAY FROM THIS HORRIBLE SCAMMING COMPANY.”
“I placed an order for two beds, two mattresses & four bedside cabinets, along with two sets of bedding for eight beds- the bedding arrived fairly quickly, but the beds, mattresses and cabinets have not arrived- nearly a month later, although they were all in stock when I placed the order, I have emailed, and requested a phone call back from Dusk.com & apart from automated replies (which don't answer the question) I have not heard anything from them at all. I have sent an email stating a want to cancel the order and be refunded as I am waiting to open an Airbnb business and cant until I have beds- and I haven't had a response to that either. I can't find a phone number anywhere to contact them - but this is beyond frustrating!! I would definitely not order anything from Dusk.com again. NOT A PLEASANT EXPERIENCE.”
“ordered a bed on the 4th April and still not received it. Had zero contact from them. Have sent mails that aren't being replied to. Just held for over 20 minutes and was told no one available and to call back later and was cut off!! Still don't know where my bed is!!!! Absolute joke. Not acceptable.”
