“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 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.”
“Legal Action
This company clearly have been taking advantage of their customers. Taking their monies and leaving them in stress and despair. I have read countless and countless reviews of people telling the same story of not receiving their items… after being promised 5 day dispatch.
I ordered a bed almost 2 weeks ago. Sold my bed, because I was told my bed will be dispatched in 5 days. My emails go unanswered and my instagram messages go unanswered. But dusk is active on social media platform drawing in unsuspected customers.
This company is acting in a fraudulent manner and I’m curious to see what the police, Trading Standards and National Cyber Security Center have to say about it. I recommend you to all do the same. Because this is not Just!
I suffer with a bad back due to spinal injury and I’ve been left to sleep on the floor, with no money for. New bed because you took it, sold me a lie and now refuse to update me on the matter.
I have 30,000 followers on social media in the UK and I will be making a video warning people of how untrusting and unethical this company is. I have now disputed the payment with my bank. And will be suing the company because my back is now worst from sleeping on the floor.
To anyone still willing to buy from DUSK please use your credit card to make the purchase that way it’s easier to dispute the payment and you can get your money back faster. Back most importantly avoid DUSK at all cost. I own a hair salon and see around 40 people each day. Almost half of them have a bad experience with dusk. Think about that.”
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. I am pleased to see your order has now been delivered, my apologies once more for the dispatch delay.
- Colin
“Ordered five days ago heard nothing form my enquiries, the reference of the order doesn’t even exist but did have a reply saying order been placed and took money
No human to talk to
Not trustworthy
Say they deliver small items within 3-5 working days, when you receive email says dispatch estimate 5 days
Now can’t even track order or find it at all and just go around in circles with robot ! Want money back
Need to hear a response or person to talk to as needed products within a week”
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 will reach out to you shortly in hope to making this right for you.
- Colin
“Ordered and paid for bed 1st of January, delivered 7 weeks later, but only 2/3rds of it. Unable to be assembled due to missing parts, and now expect 2 senior citizens to sleep on a blow up bed!! No reply to emails (the only way to contact this company) truly shocking after sales service, the worst I have ever experienced. No idea when this is going to be resolved. If you are considering a purchase from this company, THINK AGAIN.
THEY ARE CHEAPER FOR A REASON!!!”
Hello,
Thank you for your feedback.
I am so sorry for the issues faced with your order, I completely understand your frustration. I am glad to see you have been in good contact with our team and the missing parts have been located in your headboard.
I apologise once more for the delayed reply and falling short of our usual response times. We sincerely hope you love your new bed and everything is perfect.
Thank you for your patience.
- Colin
“Sent a defective bed and over 2 weeks later still not sent replacement parts so stuck with a part complete bed. To make matter worse got an email from them today saying my address and card details been hacked from their systems.
Awful company to deal with. Avoid at all costs. I will be taking them to Consumer court to recover my losses”
Hello,
I am extremely 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, we expect customers to receive perfect items! 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 I am committed to ensuring a 5 star experience next time.
I can see you have been in good contact with our Carriers and credits team. Thank you for allowing us the opportunity to address your concerns and make this right for you.
- Colin
“Dusk now have hundreds of pounds of my money but have NOT delivered my goods or made ANY attempt to contact me, despite my many attempts to contact them! I am reporting them as a fraudulent company with trading standards as I am left with no choice. There is no one to speak to and no help whatsoever!”
Hi,
Thank you for sharing your feedback.
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
I can see this is actively being resolved by my colleague.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
“I place an order for a bed on the 2nd of January , I had an estimated delivery date of 12th-16th January, I’ve still not had a delivery and absolutely no correspondence from DUSK at all , I emailed but had a automated response. This service isn’t good enough. No contact number to speak to anyone , would not recommend to anyone.”
Hi Beth,
Thank you for sharing your feedback!
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
I have sent you an email regarding this.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
“Customer service has been appalling. I contacted DUSK about an item I bought that was damaged on 8th January. They then contacted me back saying that my case would be ‘a matter of urgency’ and that one of the ‘resolution executives’ would be in touch. Still to this date nothing! I have contacted the same support team with 4 separate emails asking for an update as I have a big box currently sitting in my front room with a broken armchair in it. This isn’t good enough!”
Hi Tom,
Thank you for sharing your feedback.
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
I can see my colleague has been in touch and I will ensure this is resolved as soon as possible.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
Hi,
Thank you for sharing your feedback.
I sincerely apologize for the unfortunate experience you encountered with your recent DUSK order. Please be assured that this is not indicative of our typical DUSK service.
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
Your feedback is important to us, and we are dedicated to addressing and resolving this issue promptly.
I can see this has been resolved by my colleague.
If there's anything I can do to regain your confidence in shopping with us in the future, please don't hesitate to inform me.
- Millie
“I ordered a bed 3 weeks ago and after having my delivery re scheduled a couple of times I finally had a delivery this morning however I have only received box 1 of 2 so missing half of the order and the delivery company confirmed that Dusk didn’t send both boxes to them so I am now stuck with just a headboard. I ordered this bed because the reviews of the quality of the bed were good but if I knew the delivery was this stressful I wouldn’t have ordered from them.
I will continue to enquire about it but the bed is pretty useless without the other box”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Wasn’t going to leave a review to be kind but seem as though Dusk have requested it I might as well share my experience.
A bed frame was delivered and an unfortunate accident occurred where it was damaged by my dad, taking full responsibility of this I reached out to Dusk to ask for a replacement part at MY expense.
I was told the part CAN be replaced however because it wasn’t their error they will not help. Even after me offering to pay, to which their excuse was they can’t take payment over the phone (how ridiculous and such an easy thing to set up).
This was just a refusal to help because they couldn’t be bothered going the extra mile or being humanitarian, quite disappointing after telling me themselves the part replacement can be done. A good company would surely accommodate this and help fix an unfortunate accident, at the end of the day it is still their product and it would of been so much easier to go directly to the source to pay for a repair / replacement. Now I have no idea how I will fix it, the material is quite unique. Such a pain.
I expressed how much I don’t want to reorder the same bed just for one part. In a world where waste is literally killing the planet I just can’t see how that would be a better option apart from them profiting from me having to buy a whole new bed again which disappointedly seemed like the goal.
When speaking to the first customer service associate as friendly as she was when I asked to speak to a manager she replied quite passive aggressively “they will just repeat what I have told you” which was quite patronising. Not very proactive or showing a genuine concern to help. Then, when speaking to the manager she was exactly the same. Her replies were quite scripted and unhelpful even though she was very apologetic it just wasn’t believable.
I am literally in love with the bed frame and I am completely gutted it was damaged. When I asked what the name of their bed manufacturer was so I could request and pay for a part directly with them they refused that too. So unhelpful :(
I love the bed frame that much I even found out who the CEOs of Dusk were to try and plead for help straight at the top however I realised the bad service I received is a direct reflection of the CEOs themselves so I decided against bothering them as I don’t think I will get any help.
Everyone I spoke to was lovely, but a friendly attitude still doesn’t shadow the fact that this is bad customer service. I hope Dusk take on a more compassionate approach when their customers (I would of definitely been a returning customer too) reach out for help in the future.”
Hi Meg,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“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”
“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!!”
“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”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I pleased to see your order has now been delivered on the 17th.
Thank you for your patience, my sincere 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.
I would really like to investigate and reach out to you. However, I wasn't able to locate an order under the email address used on your review. Please may I ask you to contact us using the below link. One of my colleagues will be happy to help.
https://help.dusk.com/hc/en-gb/requests/new
Thank you for your patience.
- Colin
“Bound a chair and footstool on the 27th paid over 500 💷 received a confirmation email but absolutely nothing since. I've emailed I left trustpilot feedback and still nothing. Ended up opening a case with my bank. Terrible company I just want a refund I don't do business with bargain basements that treat you this way I'd rather pay another 100 and get a good service. Joke company”
Hello,
I am so sorry for the issues faced with your order. We always want customers to love their full DUSK experience and I can only apologise that this wasn’t the case on this occasion.
I sincerely apologise that your full order did not reach you when expected. I have taken a look at your original order confirmation email and notice that your Hampshire Pouffe was purchased on a preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag", highlighted in red in your basket and on your order confirmation email when we expect your delivery to be.
If you also have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those items are purchased on a pre-order, we kindly ask that you please refer to the latest estimated delivery date on your order confirmation.
This is also confirmed on our delivery page under the "large items" dropdown and on the top of your order confirmation email too. I am really sorry if this information has been missed.
I am glad we were able to resolve this and a full refund has been issued.
Thank you for your patience, my apologies again.
- Colin
Hello,
I am so sorry for the quality issues faced with your sofa!
This is far from our usual standard, we expect customers to have perfect items from us. I will do my upmost to make this right for you.
I wasn't able to locate any emails to help@dusk.com associated with the email address on your order. I will reach out to you shortly in hope to turn this around for you.
Thank you for your patience.
- Colin
“I ordered my living room furniture on 12/1/2024 delivery date 15/2/2024 delivery date approached so got rid of old furniture, guess what no delivery! I had to piggy back emails as no customer service number and all other email addresses they provide are pointless they don't respond.
So I'm told that delivery will now be between 16/20 February FAILED TO DELIVER.
I then receive an email to tell me the furniture I ordered will not reach them until 23/3/2024, I cancelled my order as I can get what I want quicker elsewhere. I have heard nothing no cancellation reference number nothing!
An absolutely disgusting company!!
False advertising and contradict their terms and conditions”
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. The preorder timeframe is typically provided by our supplier, and while it's usually met, delays can occur. However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see Katie from our resolution team has been in touch and offered a gesture of goodwill in hope to make amends.
Thank you for your patience, my apologies once more.
- Colin
