“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.”
“Horrendous company, have been waiting 6 months for my delivery. Try complaining and get the same automated responses. Effectively stolen from. DO NOT BUY FROM DUSK.”
“Awful service, truly up there with the worst.
The bed I received was broken. I notified them of this on 24 March (today is 11 April). I still have that broken bed. No-one replies to emails or social media posts.
If you leave a review on trustpilot, it seems to prompt a response, they promise you they’ll sort it but then nothing happens.
Genuinely stunned at how abysmal this experience has been. Do not order from them.”
“Ordered a sofa in January with a delivery period of the first week of April. Was happy to order and wait despite never seeing the sofe because it was a good price.
I arranged to work from home to recieve the sofa and was just waiting to be alerted about the order being dispatched.
The delivery time period has now passed and I am now into 72 hours of trying to contact DUSK via their website, email, twitter and facebook with no reply.
All I have found is countless other customers reporting the same experience which is extremely worrying.”
“Shocking customer service. Nine days after purchase, no dispatch notification. Chaser email ignored! Terrible customer service and extremely poor dispatch and delivery. This is not in line with what competitors are delivering to their customers.”
“Useless company. I ordered a bed in January and it's April now. Still no sign of it. I've rang them many times and nobody answered the phone. They keep saying the average waiting time is 12 minutes. I hold the line for 50 min every time.😡
Also I've sent them an email saying that I want to cancel my order but NO REPLY AGAIN!!!.
Customer service is absolutely useless.
I HIGHLY DO NOT RECOMMEND THIS SCAM COMPANY 😡😡😡😡”
“I ordered sheets two nearly two weeks ago and there was no 5-day dispatch as promised. None of my follow up emails have been answered. Seems my issue is trivial compared to what people are experiencing below. If there's no communication, I will open a bank dispute case as well.”
“Seems like a lot of customers are experiencing the same thing with this company. They never answer calls, leave you on hold then after 30 mins hang up and say there’s no agents available to take your call. Iv been messaging on instagram, emailing all last week and not responding. My order is just showing unfulfilled and I’m waiting to know when/if I will ever get my bed and mattress, if not I want to cancel. Wish I’d never ordered from them”
“I am writing to express my extreme dissatisfaction with the handling of my recent order, which was placed on March 24th. According to their website, the items were to be dispatched within 5 working days. That was the main reason why I chose Dusk and specially these items. However, it has been well over that time frame, and I have yet to receive any updates regarding the status of my order.
On April 4th, I called their customer service line to inquire about the delay, which I had to wait literary 3 hours on the phone. I was assured by their advisor, Isabella, that my order would be dispatched that day and I would receive an email. By the way, she did not give my any reason why my order has not been dispatched already even though it was in stock. Unfortunately, despite this assurance, I still have not received any information or updates about my order.
I tried to call them on the 5th of April, waited on the phone for another hour and no one picks up. It says, “if you do not want to wait on the queue, we promise to give you a call back” and no one calls you.
Due to this delay, I was forced to purchase a new bed and mattress from another retailer to meet my immediate needs. This has resulted in additional expenses and inconvenience on my part along with my client was frustrated and has not paid my money because of this issue.
Worst experience I ever had with a company. It is almost impossible to reach them. Very unprofessional. I think they should change 2 letters on their name. I definitely would not buy from them again.”
