“I ordered a bed in March and received it within a reasonable time frame. However the bed frame was faulty and I needed replacement parts. I had to send video evidence before they would replace the parts. Then, after they watched the video they sent the wrong replacement parts! Now weeks later I am still waiting for the promised replacement despite being assured by several members of staff that they are being sent as a priority. I am disgusted by their lack of customer service. That have had my money since March and I have a bedroom full of useless bed parts. I am considering contacting Watchdog on BBC as after looking at the number of similar complaints on here I can see I am one of many unhappy customers.”
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 can see our Carriers and Credits team have been in contact and your replacement parts have now reached you.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I'm unbelievably disappointed in the service I've recieved here from this company, customer service is horrendous the worse ive ever dealt with I'd avoid this company at all costs.
I ordered two items in November 2023 during black friday, and I've still received neither yes 6 months later no products and they have had my money this whole time.
They have delayed delivery over 5 times. I'm now at the point where i have no idea when either item is arriving we all times have elapsed. Ive sent many many emails, been ignored for days, sent many autoresponses only to when i do get some sort of human response its terrible and still doesn't answer when i will recieve my items, just references warehouse issues. For 6 months!!!
Do better DUSK this is shocking”
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 full order has now been delivered by Rhenus.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I ordered and paid for a sofa and footstool and despite it now being around 10 weeks ago, I still haven't received it, and Dusk only send generic emails, they never respond to my enquiries about my goods, and there's no phone number to call. It's extremely disappointing and terrible customer service. I urge people not to waste their time and money with this company. Completely against consumers rights, trading standards need to be aware they are taking people's money and not delivering on the contract. I'm absolutely fuming having waited this long and being left hanging”
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 have been 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.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“DUSK's customer service is really disappointing – they never reply to emails. Plus, the stuff they send is often damaged, and when they replace it, they get it wrong. Please think twice before buying from them.”
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 providing a better service next time.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“I'm astonished that this company is still in business. My experience with them was dreadful and feels like a scam. My bed delivery was delayed without any updates. I couldn't reach them by phone, and they ignored my emails, even when I tried to cancel the order. I had to file a claim with my credit card company to get my money back.”
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 have been 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.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am sorry that your recent experience led you to cancel your order. A full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“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
“I ordered two beds from Dusk in March. They were supposed to be delivered weeks ago, but it’s now been almost 7 weeks and we are still waiting. It is almost impossible to get through to customer services, and when I finally got through I was advised to cancel my order and start again, as one of the items I wanted was now out of stock (it wasn’t when I placed the order). I reluctantly agreed to compromise on the colour I wanted to receive the beds (my 5 year old daughter has been sleeping on the floor for weeks!) as I was told it would be dispatched within 5 working days… 2 weeks later and still nothing. No one answers the phone, no one responds to my emails. And they are still sending me daily offers for discounts on the beds I ordered nearly 2 months ago, rather than fulfilling their current orders first. Terrible company, terrible customer service. Avoid!”
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.
Your cancellation request has now been actioned and a full refund issued.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
“I feel so stupid that I did not find this review page before I wasted money on this site. Now, I have no bed in my apartment and a pregnant guest sleeping on the floor. I have sent emails, twitter messages, Facebook and Instagram messages. There is no number to call. I wish I could see if anyone actually got their items. I am going to carry on hunting for this company as if they stole my money GOD HELP THEM!”
Hi Darryn,
I am so sorry that recent issues and reviews have led you to loose faith in DUSK.
To offer clarity, 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 have been 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.
In regard to your order placed on the 2nd May, this has not been affected and shipped within our policy timeframe noted on our delivery page.
I am pleased to see BJS have since made contact with you and your delivery is scheduled for the 17th.
Thank you for your patience.
- Colin
“Avoid this company! They will take your money, won’t update you to advise a delivery date, can’t get through on the phone, ignore social media posts, ignore all emails, ignore your request for a refund! Meanwhile my money is sitting in their bank account and I’m sleeping on the floor!
I have had no option but to report to trading standards, BBC Watchdog and try to get a refund via my bank. Next stage if this doesn’t work will be a small claims court!
Dusk I suggest that you start contacting your customers and responding to their complaints!! Absolutely disgusting service
Order number S21740253”
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 have been 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.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
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
“I ordered 6 items costing over £600. I received 1 of the 6 and am still awaiting the other 5, over one month later. I have contacted Dusk 3 times on email and have heard nothing.”
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 can see our Carriers and Credits team have now made contact with you to resolve.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
Hello,
Thank you for taking the time to leave a review.
We take customer feedback seriously, and all reviews requiring attention are personally investigated and replied to. As a company, if we fall short, we take ownership and do everything we can to make it right.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues during the process. This led to delays in some orders and response times.
I am sorry that you had to leave a review based on a recent resolved issue. I would be more than happy to give you a call to discuss this in more detail and offer some reassurance if you which to place an order.
- DUSK Resolution Team
“I ordered by garden furniture, they arrived on the 29th April and on the same day I asked for a return pick up because their furniture is simply not good.
It is 10th May and I'm living with 5 enormous boxes inside my house. They initially replied to my email and confirmed the return requests. However after that, no respond at all. I feel like this whole company is a scam.”
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 can see that a refund was attempted, but an open dispute with your bank is automatically blocking any financial transactions, causing the refund to bounce back. We have contacted your bank to accept the chargeback.
Thank you for your patience my apologies once more.
- Colin
“I ordered a table on April 9th and paid £349.99 which includes postage. On Sat 27th April four table legs were delivered - no table top. I have emailed numerous times but with no success. I have tried phoning but despite waiting for 2 hours I haven’t managed to speak to anyone. Customer service is non existent! I will now contact my credit card provider to initiate an attempt to claim a refund. This company is a disgrace. My money has been stolen and it seems there is nothing I can do to contact anyone.”
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. I can see our Carriers and Credits team have now been in touch to assist. Please know that we take your feedback seriously, and we are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
- Colin
“I wish I could give your company a - 1 we have emailed over 4 times and have been hanging on the phone for hours listening to your music why is it so hard to speak to any one”
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 our Carriers and Credits team are now in good contact with you.
Thank you for your patience, my apologies once more.
- Colin
“I am still waiting for delivery of my armchair. It is now 2 weeks past the end of the estimated delivery date and I've not only not received the item, my many emails to try and track down my item are unanswered. Their customer service and communication are terrible. I feel completely abandoned and wondering if I will ever receive my furniture. Or a refund. Or even a reply to my emails. Terrible.”
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 providing a better service next time.
I am sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
Thank you for your patience.
- Colin
“I ordered two sofas and a footstool over two weeks ago. I’ve emailed three times and received three automated emails messages back. I can’t find a number to call and so I’m resorting to this approach instead. Can somebody tell me where my order is? My order number is S21730750. One of the attraction was the promise of it being delivered within 10 days.”
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 providing a better service next time.
I am pleased to see your full order was delivered by BJS on the 18th May.
Thank you for your patience, my apologies once more.
- Colin
“Do not waste your hard earned money on this company. Every interaction with them from start to finish has been an absolute nightmare. The customer service (if you can even call it that) is completely incompetent and you are either responded to with automated responses or not responded to at all. There is a number that no one picks up, however they seem to have time to post regularly on Instagram and reply solely to positive reviews and ignore the bad ones which to me seems to be the ones you should be paying attention to.
I ordered a bed in January of this year…it’s now May and unfortunately, I’m still waiting for items. Order originally was wrong, I was sent two bed bases and no headboard, after multiple ignored emails and only after I threatened legal action, I was then told the headboard would be delivered and at the same time the extra bed base would be collected.
They came and delivered the headboard and they wouldn’t collect the bed base as Dusk hadn’t scheduled a pick up so I had boxes on boxes taking up space in my bedroom which meant I couldn’t set up the bed anyway. The bed base was eventually collected at which point it had been 2 months since my original order and all items were simply gathering dust. I was then told someone would give me a call to discuss my experience…surprise surprise, the call never came. I was offered a goodwill gesture in which I asked for a set of pillowcases, fitted sheet and duvet cover. This was delivered, however to my dismay, when opening the package, there was only a duvet cover and fitted sheet…no pillowcases and zero explanation. I had to write yet ANOTHER email in which they said the pillowcases were out of stock, it’s beyond me that this wasn’t communicated to me prior to agreeing to send me those items. I was told they would be dispatched to me at the end of March.
Shock and horror, it’s May and I’ve received nothing and complete radio silence to my emails since.
I have worked in the service and legal industries for most of my life and I have never ever experienced such abominable service. It’s an absolute disgrace.
Having looked at reviews online I can see sadly it seems to be a common thread. The fact that they have now “turned off” their comments on Instagram says it all really….The success of a business like this is measured through the experiences and feedback of the customer and it’s clear they are failing miserably where that’s concerned
These excuses about having issues with a new “warehouse management system” doesn’t stop them from sending at least 2 emails a day promoting current sales and discounts…if you don’t have the infrastructure to deal with active orders and keep up with demands, why are you trying to encourage more customers to buy?
Complete sham.”
Hello,
We’re extremely sorry to hear of the negative experience you've had with us recently. 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 have been 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.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected.
I am pleased to see your replacement order has now been delivered.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Ordered a bed and mattress with an estimated delivery date which has passed and have been given no updates. I ordered this because I have finished decorating a room and needed the bed for this time.
Have taken my money and cannot get in contact with them. Absolutely shocking.”
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 providing a better service next time.
Thank you for your patience, my apologies once more.
- Colin
“Ordered a sofa bed, cancelled it immediately as the delivery date was too long. Still not received my refund and am furious. Literally no way to contact support other than email and get an automated message every time!!!”
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 expectations. Please know that we take your feedback seriously.
On further review, I can see your order was cancelled and refunded on the 24th of April. This was returned back to the same payment method used.
I will contact you shortly with further details.
Thank you for your patience.
- Colin
“I ordered a bedding set and 2 pillowcases over 3 weeks ago - the pillow cases were shipped immediately and the bedding set has still not arrived. Order status simply says they will inform me when it is ready for shipping. I have used the online contact form and have emailed the help@ email address several times with no response.
DUSK have my money & I do not have my order. They are not responding to my communication.
Very poor service - disappointing indeed.
Where are my goods?????”
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.
I am pleased to see your order has now been delivered. Please know that we take your feedback seriously, we are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
