“I ordered a bed on 28 April and 10 days later, I had not received the anticipated "your order has been dispatched" email. I emailed Dusk and received an auto-generated response that it was actually 10 "working" days - this should've been stated on the initial email to avoid confusion.
By this point, I was worried about my order as I had seen several reviews declaring hugely delayed orders, a lack of communication from DUSK, or people receiving the wrong item(s). Therefore, I emailed DUSK asking for some assurance my order would arrived and asked for an estimated arrival date. They claim to send a response in 24 hours, but I did not receive one.
That being said, by what feels like a miracle and tremendous luck, I did receive my dispatch email within 10 working days, and received my order a couple of days later without any issues. I love the product. However, I don't think I will be ordering from DUSK again. Whilst I was one of the lucky people who did not have to wait a long time for their order, the increasing number of poor reviews worried me, and DUSK were not able to provide assurance as I did not receive any communication from them, apart from an auto-generated one, despite trying to speak to someone within the team.
I hope to see more positive reviews in the future. The quality of my item is great, as was the price, but the customer service (or lack of) really lets DUSK down.”
Hello,
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders were delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
I am pleased to see your order has arrived and reached you on the 15th May.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
