“The worst experience ever! Their customer service is shocking. I was told to wait 10 days for my sofa to be dispatched, I called after 10 days as I had not got my dispatch email. I was told I would receive it in 24-48 hours. I called again the next day and said I must wait another 24-48 hours. After 14 days in total, I was then told for the first time that they do not have stock and I must wait another 3 weeks. Over and above this, I have had to hold for more than 20min each time to get through to their customer service team. I have now cancelled my order and must wait 72 hours just for the refund to be processed. I will never use this company again and I would not recommend them to anyone.”
Hello,
We deeply apologise for the issues that you experienced with us recently. This is far from our usual standard and not the level of service we expect our customers to receive.
We recently implemented a new warehouse management system and unfortunately experienced some technical issues in the process. As a result of this, some orders and our response times have been delayed. We are extremely sorry that you were impacted by these issues. They have now been resolved.
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. If there is anything further we can assist with to help restore your faith in the quality of our service, please do let us know and we will do what we can to help.
Kind regards,
DUSK Resolution Team
“I ordered 2 Hampshire sofas on June 10th and was told delivery 18-21 June brilliant I thought so u sold my current sofas only to find out my sofas didn’t arrive and with no explanation so I tried calling but they didn’t answer so I messaged them only to get a non committal response blaming warehouse issues , then I get an email saying the sofas would be with them late July ( bearing in mind I’d sold my old ones , my problem not theirs ) so I told them I wanted to cancel and they agreed so I went to dfs and bought practically the same sofas delivery in 6 weeks only to find the following day a message from dusks delivery people that in fact they wanted to deliver today ! I had no idea the couriers even had them , I said no I don’t want them so now I tried calling today to find out where my £904 is but again no answer on the phone and vague non committed messages on Facebook . I’d avoid them if I were you . I’ll update the review if they keep their word in the refund and just in case dusk read this my order is S21823428”
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. On further review, I note a full refund has now been issues.
Thank you for your patience, my 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. On further review, I note Jasmine has been in contact to discuss your return and refund.
Thank you for your patience, my apologies once more.
- Colin
“S21783273 - ordered May in stock items and have chased this several times, seems Dusk have been quoting 'supply chain' or warehouse issues for months and keep delaying dispatch months on end.
Severely lacking any customer service or accountability, blatant disregard for its customers.
Have now been told it'll be another month provided no other issues arise - how is this helpful? seemingly Dusk have us over a barrel and it feels like we are being held to ransom.
You enter a contract when ordering and paying, they will happily take your money but fail to deliver (literally) on their part.”
Hello,
Thank you for your review and feedback.
I am deeply 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 regret that your recent interaction with our services did not meet your expectations.
Please know that we take your feedback seriously. If any delays arise, we understand that new dates may not be convenient. We will of course provide a full refund on request.
I am sorry that your recent experience has led you to cancel your order, a full refund has now been issued.
My apologies once more.
- Colin
“## Ordered a Sofa from Dusk? Prepare for a Frustration Marathon! (Order #)
Thinking of buying furniture from Dusk? **Think again!** My experience with their customer service has been an absolute nightmare.
**Here's why I'll never order from Dusk again:**
* **Ordered a two-seater sofa on June 4th, specifically requesting it before 2pm.** Explained I work afternoons and live in a new apartment building with no one to receive deliveries after hours.
* **Fast forward 10 days (supposed delivery window):** Crickets. Emails to Dusk went unanswered, and my comments on Trustpilot explaining the situation were ignored.
* **Finally, after relentless attempts, I get a call from Dusk:** Apologies galore, but no concrete solutions offered. They blamed "warehouse system issues" which did little to ease my mounting frustration.
* **Delivery nightmare begins:** The sofa was finally shipped through BJS, a carrier company. Despite requesting a pre-2pm delivery slot with BJS (both through WhatsApp and a phone call), the sofa arrived **after I left for work!** The driver simply told me to contact Dusk to reschedule.
* **The communication abyss:** Since then, it's been a never-ending cycle of trying to reach Dusk. Phone calls go unanswered, emails get generic replies, and website messages disappear into the void.
* **The audacity of additional charges!** On June 24th, I received another call (surprise!). This time, they informed me that any rescheduled delivery would incur **additional charges!** Absolutely outrageous considering I made every effort to communicate my availability and restrictions.
**It's June 27th, and I'm still sofa-less!** This whole ordeal has been a monumental source of stress. Dusk's complete lack of communication, missed deliveries, and the potential for extra charges due to their failings are simply unacceptable.
**Save yourself the headache and avoid Dusk!** There are plenty of other furniture companies that value their customers and prioritize communication and timely deliveries. #duskisatrull #worstserviceever #customerservicefail”
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 do kindly note on our delivery page before checkout "Delivery slots can vary slightly on the day. Therefore, please only pick a day when you are available all day, even after the 3-hour window has been provided".
Please know that the redelivery fee is charged by the courier, however this is reviewed on a case by case basis.
I am pleased to see your delivery was rescheduled without any fee and your order has reached you. We hope you love your new sofa.
Thank you for your patience.
- Colin
“Its not even 1 star. Absolute scam of a company.
They mis-sell and don't respond to emails or phone.
READ, Christopher James
The Small Mill, Chadwick Street, Leeds, England, LS10 1LJ
You will be recieving a lawsuit to escalate this complaint.”
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.
As you have not left any contact details privately on your review, I am currently unable to locate your order. Please may I ask you provide us with your order or contact details, as we would really like to resolve this for you.
- Colin
“Concerned after reading other reviews. Ordered Bed on the 15th and still waiting for an update. Emailed and I seem to have received the same automated response as others on here. Is that genuine?
Ordered bed so it would come in time to move into my new house - very disappointed and concerned as to whether it will even be delivered. I will not be ordering from here again. Also very quick to take payment, shame you can’t update your customers.”
Hello,
Thank you for your feedback.
We are truly sorry to hear that previous reviews left you feeling concerned. We value transparency and honesty, which is why you have seen a similar message on the review and email.
As mentioned on our delivery page, we typically dispatch from our warehouse to the courier within 10 days of purchase. Since your order was placed on the 16th, it was scheduled to be shipped to the courier by the 25th latest. I apologize for the 2-day delay, as it was dispatched on the 27th.
I am pleased to see that your order has now been delivered by BJS, and I hope you are enjoying your new Middleton bed.
Thank you for your patience and understanding.
- Colin
“Do not order from this company. I am extremely disappointed in the service from Dusk.
I ordered a couch that was showing as 'In Stock' on the Dusk website, and was set to be delivered June 12th. I hadn't received any update on the order, so I had to hunt down their customer service number, which cannot be found anywhere online (I ended up finding it - it's +44 113 519 0311 for anyone that needs it). I spoke with someone named Debbie on June 18th who said she 'guaranteed' my couch would be delivered by the week of June 24th, and that the delivery partner company would be in touch within the next couple of days with a dispatch update.
When I didn't receive the dispatch update after a few days, I called the customer service line again where I waited 30 minutes to speak to someone named Emma. Emma then confirmed she saw the couch was moving through their warehouse, and she was confident I would receive my couch the week of June 24th.
On June 25th - I received an email saying my couch would not be delivered until September....
I have been lied to multiple times, and frankly feel scammed by this company. This was a time sensitive order as I have family coming to stay with me for my wedding, and were supposed to sleep on this pull out sofa.
I now have called their customer service line multiple times, waiting 45 minutes for the line to disconnect. They make it impossible to cancel your order on the website, and they don't respond to emails or answer calls.
This company should be investigated for poor business practice and consumer issues. Do not order - spend your money on a trusted furniture company like West Elm, etc.”
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. On further review a full refund has now been issued.
Thank you for your patience, my sincere apologies once more.
- Colin
“Terrible customer service and delivery is a nightmare. Company give you an estimated delivery date (normally a few months) and then with a few days notice tell you it is due to be delivered early (this is potentially some sort of tactic on their part, as it has happened to others). In our case, it caused stress and a missed delivery. They ultimately ended up charging another £30 for the item to be redelivered and offered nothing but cold responses and difficult to contact customer support. It's a shame that they clearly don't care for their own customers.”
Hello,
Thank you for your feedback.
I am sorry for any frustration caused by the estimated delivery timeframe provided at checkout. Typically, the estimated timeframe is met and provided by our supplier as the item is out of stock at the time of purchase and reserved on preorder.
If we do receive a shipment earlier, we dispatch it to ensure your purchased item reaches you as quickly as possible. I sincerely apologise for any inconvenience this caused you this time; that was far from our intention.
I am pleased to see your order has been delivered. We hope you are happy with your new bed.
- Colin
“I am copying my review from TP to here so it's across all sites:
Avoid - less than impressed.
After waiting '10 days' for dispatch confirmation as per their email I had received nothing so contacted customer support for an update.
I received a worrying auto-responder email saying the company was facing operational/logistical issues, looking at other Trustpilot reviews about significant delays and order problems I decided to request to cancel my order and raised a chargeback with my bank ASAP.
I was contacted by customer support eventually to say that 10 working days had not passed which didn't make any sense as 10 days/10 working days had passed by this point.
I requested to proceed with my cancellation anyway due to lack of trust based on the emails received and reviews online, it's hard to imagine any future issue would be resolved if this is the starting point.
Eventually I was assured this would be processed within 72 hrs and I'd receive confirmation of the refund being made to my original payment method.
Since receiving that email I've been emailed by Dusk and the delivery company attempting to schedule my delivery for tomorrow.
I've contacted the delivery company and Dusk again with no reply, their customer service level is appalling and a 5 working day response time is less than adequate when there are clearly so many issues at the moment.
I will be proceeding with my chargeback if the funds are not confirmed returned in the next 24 hours.
I would not recommend to anyone and hope to receive my money back ASAP to order a sofa elsewhere.”
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.
As per your TrustPilot review, thank you for allowing me to investigate and process a full refund on the 27th June, my apologies once more.
Your feedback is valuable and we aim to provide a better service next time.
- Colin
“Ordered a sofa in April. 1 email to tell me about the delay. Emailed and got automated responses. 1 gave a phone number and after waiting over am hour managed to speak to someone ( which could've been a robot) obviously reading from a script and if asked a question off of the script couldn't answer and would repeat same answer again. Cancelled order in the end as fed up with waiting and the lack of customer service skills. Waiting to see if I get refund now... not convinced...”
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 reached you, my apologies once more for the delay.
Thank you for your patience.
- 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 am pleased to see your order has now been delivered by Rhenus.
Thank you for your patience, my apologies once more.
- Colin
“Scam company who write their own reviews on Trustpilot. Read them yourself if you want a giggle. So blatantly from the same person/people it’s pretty funny. What’s not funny however is their lack of customer service and their propensity for stealing their customer’s money. Avoid at all costs.”
Hello,
I am truly sorry for the issues you faced with your order.
All the reviews you have noted are left by customers. As with any retailer using review platforms, we adhere to the platform's strict, monitored guidelines and have no control over the reviews. Reviews are vital for us to take appropriate action on feedback provided, investigate, and reach out to customers to ensure satisfaction. I can see that Lily has already reached out to you following your TrustPilot review.
Thank you for your feedback, and I deeply apologise once more for the experience you had. We certainly don't want our customers to be out of pocket, and I can confirm that a full refund has now been issued.
Your feedback is valuable, and we aim to provide a better experience next time.
- Colin
“AVOID AVOID AVOID
Will take your money but don't dispatch your order. Placed order S21818152 two weeks ago and my order has still not left their warehouse despite saying it's in stock. Telephone number provided by them on their email doesn't work - suprise suprise!”
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 was delivered on the 27th June by Rhenus.
Thank you for your patience, my apologies once more for the delay.
- Colin
“Order number S21824730, I placed an order nearly 2 weeks ago and haven’t received any correspondence about it being despatched. I emailed yesterday chasing this up and got an automated response. I recently bought a house and have been sleeping on the floor since and have guests coming over next week. I need urgent update alongside my delivery date or I will be canceling my order and leaving reviews on all platforms.”
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 reached you by BJS on the 26th June.
Thank you for your patience.
- Colin
“Order number S21824730, I placed an order nearly 2 weeks ago and haven’t received any correspondence about it being despatched. I emailed yesterday chasing this up and got an automated response. I recently bought a house and have been sleeping on the floor since and have guests coming over next week. I need urgent update alongside my delivery date or I will be canceling my order and leaving reviews on all platform.”
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 reached you on the 26th June by BJS.
Thank you for your patience, my apologies once more for the delay.
- Colin
“Order number: S21816991
Made on order for an in stock item on 24th May. After waiting for a while the order was accidentally cancelled by Dusk so I had to contact them to re-order.
Made and paid for the new order on 6th June with the 10-day delivery time frame given. Have chased this order and been told it has been put on a priority order list but still no update email or update on my account and the item is now out of stock on the website so worried I have paid for something I am not going to receive.
Ordered and received a bed the other month with no problem but after this recent experience I am very unlikely to order a large item from Dusk again.”
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 by Rhenus.
Thank you for your patience, my apologies once more.
- Colin
“I ordered an item on the 19th of April, S21719758, and I am still yet to receive the item or get any details on delivery!
I understand they had a warehouse issue but my item was delayed because of this then returned to the warehouse as my details had not been passed on to the delivery company.
It’s now been almost 3 weeks since they communicated this error with no new order details or delivery details given.
Takes weeks to reply to emails so disappointing.”
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 our team have now made contact with you and a full refund has been issued.
Thank you for your patience, my apologies once more.
- Colin
“Yet another customer who has not had any communication regarding the dispatch and delivery of an order.
I ordered an in stock item at the start of June, its been over 10 days and nothing. I have emailed and called - but you either get an auto-response or no answer.
Like so many others, after recently buying a new property we will soon be left with no option but to sleep on the floor until our order arrives.
I will give it another 5 days before I pursue for a refund.
order no - S21816055”
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.
I am pleased to see your order has now been delivered by BJS.
Thank you for your patience, my apologies once more.
- Colin
“. Ordered from dusk just under two months ago. Was excited to revive my order that was being delivery about 2 weeks from when I ordered it which was expected. On delivery I was informed half of my bed was damaged so they sent that box back and will get dusk to send a replacement. Have emailed multiple times being told ‘it was a preorder’ when it wasn’t and I revived half my bed. I’ve got bruises from sleeping on the floor and have emailed countless times with untimely and different information each time. I thought dusk was a reputation business but form reading other reviews I have realised this doesn’t seem to be the case so be warned.”
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 replacement order is now with BJS and delivery is scheduled for the 4th.
Thank you for your patience, my apologies once more.
- DUSK Resolution Team
