“I am requesting a full refund and cancellation of order 5816 and have tried all week to cancel this order by emailing and calling the number with no success. Please cancel this order and refund my money. I will no longer be ordering from this company. The customer service is horrible and I called over and over again all week and never spoke to an actual person. I ordered last Sunday and emailed immediately to cancel this order and stayed in the phone for hours all week. This company has the worst customer service and I recommend not purchasing anything from them.”
“I have tried numerous times to get in touch with Dusk with no luck. They have charged me for a return which I totally understand however the price they have charged is not the one stated and is considerably more (over double!) I have emailed and tried to contact them but it seems impossible.”
“Zero Star review, Pulls you in with discounts, takes your money, sends you an email confirmation to say you will get another email in 3-7 days to arrange delivery, you contact them after this and get a robotic reply saying there are delays, you eventually communicate with a human ‘Colin’ that says he will investigate and get back to you, you wait and get no reply, you email again and get told they won’t be in stock until January now and get asked do you want to wait until then or would you like a refund, you ask for a refund to get another reply saying their refund department will get in contact with you within 72hours and as a gesture will not deduct the cancellation fee (I ordered the items when they were in stock!!)
You wait for the email but instead on get an email from the delivery company BJS saying they will deliver 30/10!!??!! What the actual beep!! Lily eventually phones you and asks would you still like to proceed and you say yes but tell them this whole process has been confusing. Confirm your acceptance of delivery with BJS, read the details of delivery and are told you will get a notification the day before to give you your 3 hour window for delivery the next day, you chase it, you get given some delay tactic that they are still formatting the schedule and then when you go to chase again a few hours later you find an email saying they can’t deliver as they do not have the full stock available!! You email Lily and ask for a refund and get told a refund will be issued once the stock has been returned from BJS (who don’t have the full stock) and still out of a gesture of good will, will refund the delivery charge!!! I am still waiting my refund!! This company has had my money for a month and it looks like they will do anything to keep hold of it!! I have now had to involve my bank!!
DO NOT ORDER FROM DUSK, the prices might look good but the stress isn’t worth it!!!”
“Ottoman bed delivered and it’s missing all the slats. Raised a query on email, tried to call the customer service line over and over. No response and brand new bed in my new home I can’t assemble. Please don’t buy from here.”
“Awful quality. Ordered a large amount of items, dining table arrived damaged. Emails are ignored or bounced back, social media team is unresponsive. Trying to arrange an exchange or return is impossible. Reporting to Trading Standards and raising a payment dispute with the bank.”
“Delivered my armchair with one arm badly padded and the piping all over the place , when I asked what they would do I was offered £30 to save me the “inconvenience” of returning it , I asked for an amount that would reflect the poor quality, nope £30 max , Then I’m told that since I used another courier because Dusk will not deliver to my postcode that any defects including manufacturing are not covered . So trust them ?”
“Avoid do NOT waste your money?
I have had the most dreadful experience. I really regret spending a fortune with this pathetic, inadequate joke of a company. Called DUSK.COM
I was sent the wrong duvet which cost £95
Then I was assured the correct item would be sent,this hasn't happened and I can't get any response.
The customer care responses are all automated.
I waited 45 minutes on a phone call only to be cut off by an automated system.
To make matters worse on returning a different item, I have had no email response nor the payment returned to my account. I am currently minus £158
Do not waste your time! I wish I had just gone to John Lewis as I normally do!
The website looked good and the savings lured me in...AVOID at all costs.”
“Ordered Divan bed. Rhenus logistics cancelled first delivery and then didn’t turn up for second time slot. Claim the delivery has been successful. No contact since, despite multiple emails etc. sold existing bed nothing to sleep on. Outrageous.”
“Just outrageous conduct!
They forgot to release the item and made it sound like it was my fault. I sent emails to follow up on the delay but never got answered. Once I was able to speak to someone on the phone (wasting my time) they discovered that fault was on their side.
I want to cancel the item since now it's late for the event I needed it for and there's no way to get an answer - emails not answered, after hours on hold call center never gets through anyone”
“More chance of being struck by lightning than getting you order!
I have placed several orders through Dusk, and while they are exceptionally quick to process payments, their efficiency ends there. The fulfillment of orders has been consistently slow, and when items do arrive, they often seem to lose half the contents along the way. After repeated follow-ups to clarify the status of my order, I discovered that delivery would be delayed by an astonishing four months.
This business, frankly, borders on the comical. I might even go as far as to label them as crooks, thieves, or swindlers—though with a begrudging sense of humor.
In summary: Avoid them as you would a pandemic!”
“Customer service is none existent!!! My corner sofa has arrived without the corner part as it was boxed I didn’t see it until it was put together. I have emailed for the past five days & still heard nothing. There is no phone number, absolutely ridiculous!!!!”
“AVOID !
Took my money immediately but nothing has arrived. There is no customer service and no real way to contact them ! Standard reply to all e mails - you cant speak to anyone. Now going to Trading standards and will have to see if the bank can get my money back.”
“BUYERS BEWARE
I ordered some towels and 3 face cloths. The face cloths arrived but the towels which are the bulk of the order have not arrived even though I have been charged the full amount in August. According to their system my order has been fulfilled. According to the delivery company they never received the second part of my order. Needless to say there is no phone number and although I have completed their "contact us" box a number of times I have yet to hear anything from them.”
“Horrible customer service. I’m missing parts to my bed so cannot assemble it, having to sleep on floor. Sent countless emails which all get ignored. I just want a refund at this point so I can buy a bed elsewhere”
“I have been sent only half a bed, a missing wardrobe and a chest of drawers that is faulty. They will not reply to my emails. I will be contacting my bank to cancel all transactions and report! Disgraceful. What a scam!”
“Avoid at all costs.
Ordered bedding towels and an ottoman bed.
Delivery was a shambles with no clear delivery dates and items arriving separately. The towels are no better quality to what you'd find in bargain shops and the bedding, although nice colours isn't great quality either.
I emailed Dusk to query the safety features of the bed. They replied fairly quickly to ask if I was referring to the pistons. My question quite clearly did not ask about those - anyone ordering an ottoman knows about the pistons. My question was regarding a safety bar - this was asked following a horrendous story recently regarding a fatal accident with this style of bed, and wanting to ensure my child's bed was safe. Furthermore I'd ordered a different bed from Dreams that did have additional safety features.
They chose not to respond to clarify. On this basis, I opted to cancel the order.
Within seconds of cancelling, Dusk applied a £40 charge for return of the bed. A bed that hadn't even been delivered! So they REFUSE to confirm safety features, but can work seriously fast when applying extortionate charges. They advised they would look into this matter.
A week later and I've still heard nothing so I emailed them. The response was to thank me for confirming my return and the £40 charge would apply! I'd already confirmed a week before the order was cancelled and they did nothing with it. I do actually wonder whether they would have bothered to process the return had I not chased them.
In addition to this, they also didn't notify the delivery company, so I then had delivery drivers being extremely rude to me on the phone about it. I suspect they were attempting to force delivery to then justify their extortionate return fee.
So in summary, their beds do not have additional safety features, their customer service team refuse to answer questions about safety, and despite spending a lot of money with them on bedding and towels, they still go ahead to charge unjustified fees.
Oh and they refuse to provide their complaints process as well.
Lesson learnt for me!
Save your money and go to a reputable retailer who take safety seriously. The only "customer service" you'll get out of them is to apply additional charges!
£20 delivery and £40 return - for a bed I never even received!”
“Absolutely shocking. I’ve waited 2 months for one duvet set. They finally tried to deliver it tonight (with no warning) and I was out so I received an email to say they are returning it to Dusk!!!! Unbelievable.”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication. I am pleased to see our team made contact with you to resolve and your full order has now been delivered.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“I’ve waited four weeks for my replacement bed. Today you promised to deliver a new bed and collect the faulty bed. Somehow I’ve got one bed and one part bed both faulty.
You’re clocking up some one star reviews, sort it out.”
“I placed an order several weeks ago for pillows and a quilt, I received the pillows but not the quilt. I have made several attempts to contact Dusk by email but with no real answer, and I feel fobbed off. My order status is now suggesting a January 25 delivery, I placed the order in early September. This is not acceptable. Will not recommend unfortunately 😕”
Hello,
We completely understand your frustration and are truly sorry for the challenges you faced with your order.
Our goal is to provide a smooth and positive experience for every customer, and it's clear we didn't meet that standard this time.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication. I am pleased to see your full order has now reached you.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
