“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
