“I ordered an Ottoman Storage Bed (Order No. S22498149) from Dusk. It was supposed to arrive mid-April, but it turned up early in March, which caught us off guard. We didn’t unpack it until April when we has planned to dismantle our old bed.
A few days into assembling it, I spotted silvery flecks at the joints — and when I scraped at one, an insect came out. Horrified, we stopped everything and left the bed unused while we went away. When we came back, it was clear: the whole thing was infested. White and silver specs, bugs crawling out of joints — everywhere.
🚫 We never used the bed.
🚫 We never put a mattress on it.
✅ We moved it outside the house immediately.
✅ I sent Dusk all the photos and videos to show what was going on.
I asked for:
• A full refund
• Urgent collection
• An explanation of how this got through quality checks
• Pest inspection and treatment of my home — at their expense
Their reply? Slow. They started quoting their returns policy saying they don’t accept disassembled furniture (this thing was crawling with bugs!) and wanted packaging details that no longer existed — because we had assembled the bed in good faith.
They then offered to collect it, but refused to pay for pest control. Instead, they mentioned a vague “goodwill gesture” — no apology, no answers, and no real support.
They even asked if I wanted a replacement… after their product brought insects into my home!
Absolutely not.
So now I’m left:
• Without a bed
• Possibly facing a home infestation
• Needing to pay £800–£1,000+ for pest inspection and treatment — all because of their product
This is a serious issue. It's not just a faulty item, it's a health and safety risk — and Dusk is trying to wash their hands of it.
I’m sharing this so others are aware. If you buy big furniture online, make sure you know how the company deals with problems. Because Dusk? They’ve left me to deal with the mess alone.”
Hello Swati,
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 and quality.
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 note you are in good contact with management who will ensure this is resolved as quickly as possible for you. I offer my sincerest apologies once more.
- DUSK Resolution team.
“I placed an order on 12 January with confirmed delivery time of 3-5 working days. It’s now been over two months and I haven’t received the item. I emailed Dusk multiple times and either not getting any response at all or they are sending useless emails with completely false information and keep dragging time (eg. last they confirmed the item was finally in their warehouse and will be delivered in 3 days maximum - it’s now been another month since and I still haven’t got anything!) I’ve requested a refund from them multiple times - first they said they can’t offer it, but then after few more weeks sent me a link to submit a form.. which was actually just a link to Evri courier service to get a return label! For the item that I never even received hence have nothing to return obviously! Finally, I managed to login into my Dusk account online just now (it wasn’t working before) to find out that the status of my order is still showing as not even initially processed?! THIS COMPANY IS A TOTAL SCAM. AND THEIR “CUSTOMER CARE” IS BASICALLY LYING AND STEALING MONEY. NEVER EVEN THINK OF ORDERING ANYTHING FROM THERE.”
“Easy ordering on the internet
Friendly delivery guys who rang on the delivery day to say they were 10 minutes away
Very clear instructions included to set up the bed
Bed itself is even better than I imagined.
Very happy with the service received from Dusk and highly recommend this company.”
“Dusk (US based division) is a scam company. Terrible to nonexistent customer service. I ordered some bedding and was immediately charged and a shipping label created. From the point nothing had shipped for two weeks. When I sent a status update to Dusk the response was to blame USPS. USPS only picks up and delivers they dont fill the order. Terrible company. Stay away.”
“NEVER make the mistake of buying from this horrendous company. It has the most appalling customer service. I purchased the Ascot Bedframe (without the ottoman) and the bed BROKE while my husband was asleep on it. This has resulted in a back injury. I have been trying to get a refund for the last 4 weeks. The company does not have a proper number to call. Their team takes several days to respond to emails. After a lot of back and forth they have the audacity to tell me that I have to return the bed in its original packaging (which obviously I have not kept because I did not expect the quality to be so bad that the bed would break!!) and they are going to deduct £40 from the refund and they don’t reimburse any delivery charges!!
How can a company be SO DISGUSTING! My partner has literally had an injury because of their AWFUL PRODUCT and they are making life even more difficult with their nonsense. I’ve discussed this issue with a few friends and they have all had bad experiences with Dusk. NEVER EVER BUY FROM DUSK!”
“Has anyone been able to get in touch with someone at Dusk?!
Also had a delivery time change last minute when I wasn’t at the house and haven’t heard from anyone in over a week. Have emailed and called, no answer. At a loss with what to do and don’t know where to go next. Will never buy from them again.”
“I've ordered a bed in August delivery date changed twice, can't speak to anybody emails don't get answered for nearly a week phone numbers don't work, I'm beginning to think the company's a con looking how to report them”
“Wish I had read reviews! My bed that I have paid in full for, had a 3 week delivery date. The delivery arrived a day early at 7.20am, with a WhatsApp message at 6.40am to say it's on its way. I have rung delivery agents, apparently I now have to pay a further £30 to re deliver, but I cannot contact anyone at DUSK! No customer service number! I have emailed, WhatsApp, going round and round in circles. I just want the bed! Sort yourselves out Dusk, you have some great products that are reasonably priced but this is the last time I will ever purchase from you. Horrendous”
“I ordered two sofas from Dusk, one is fine the other has clearly been used. It's cushions are worn and there is discolouring on one of them. I contacted them via the online form straight away and 4 days later I have heard nothing. I have tried to contact them 4 times and nothing. They don't have a number listed so there's not much else I can do besides call my bank. Clearly not dealing with customer queries as I can see they have responded to reviews on here before coming back to me. I doubt I will ever buy from them again.”
“I have submitted five online requests for a refund and only ever received an automated response. Conveniently for the company, you are unable to contact them and speak to someone.
I am very disappointed with this customer service and would be wary of buying from them in the future.”
“The real shame about Dusk is their bedding is lovely, and reasonably priced. It’s a shame because you will be driven into a seething rage by their total lack of any customer care and will vow never to use them again. They simply don’t have any customer care. They don’t answer phones, emails, letters. They don’t refund for months, and they don’t acknowledge they have received your refund or intend to refund. You will go round and round in circles - you send an email only for it to ping back ‘This service isn’t monitored’. And that’s the ‘contact us’ option on the website, which in itself is hidden away. You have to search for any means of checking any of your order. I am still waiting for any news of an item returned by courier 3 weeks ago. Do not use this company. Go to John Lewis or M&S. Go anywhere but here, because you will get weeks and weeks of frustration unless the order is perfect first time around.”
“Placed an order in September of 4 items, 2 have arrived, but no update on the remaining items. I have e mailed Dusk twice and attempted to ring them, but, no joy. I’m disappointed, as the items delivered are lovely, but, their Customer Service is just awful!
As mentioned in previous reviews, they are quick to take the money, but, not so good at dealing with their customers.
I will not order from them again, purely because of their non Customer Service!”
“So disappointed in dusk. Our bed arrived with missing parts, they sent a replacement order but still the same parts are missing. Have not been able to get hold of anyone for 3 days so we are stuck with a bed we cannot assemble. Shocking shocking service. We have been without a bed for 4 weeks between waiting for our initial delivery and waiting for the replacement delivery. They are simply not contactable!!! I don’t understand how a business of this size can run like this”
“Absolutely the worst shopping experience I’ve ever had. I ordered a mattress and bed frame from Dusk in mid-October with the promise of a 3-7 day dispatch window. After seven days with zero updates, I reached out only to be told my order had been delayed until January next year due to warehouse issues. January! Not only did Dusk fail to communicate this, but when I asked for a refund, I was promised a confirmation within 72 hours. Surprise, surprise—no response. Nearly a week went by without a word, and it took multiple emails just to get someone to respond.
Against my better judgment, I decided to give them another chance and ordered a different bed frame. Incredibly, the same pattern of incompetence played out again. My emails went ignored, and I spent over an hour on hold just to reach customer service. The representative I finally spoke to was polite and helped process my refund (which I’d previously been told had already been completed—another lie) and prioritized my second order. I was promised a dispatch email within two working days. Well, here we are again, days later, and I’m still waiting. I’ve emailed, yet again, and been met with radio silence.
This entire experience has been beyond frustrating. Dusk’s customer service is abysmal, their communication non-existent, and their reliability a joke. It’s astounding that they continue to operate this way. The glowing reviews on their site? Take them with a giant grain of salt. Do yourself a favor and avoid Dusk at all costs—this company is a nightmare to deal with. Consider this a warning.”
