“When I bought this online mid March it said delivery in May on the bed page, then clicking on the colour delivery beginning of April. After paying it said delivery in a week (i.e. 3rd week of March). I got in touch with their customer service and they said 7 April. 7 April, been home all day waiting, nothing. They reply to my message, new delivery 21 April. It's now the 27 April and no news... To be able to track the delivery automatically you need to accept an app that has access to all your emails, which Im not happy with. The customer service response time to emails is days.”
Hi,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Terrible customer service. Terrible product. Waiting for a product part to be delivered for over a month and they sent me the same wrong part.
Matthew”
Hi Matthew,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
“Wasn’t going to leave a review to be kind but seem as though Dusk have requested it I might as well share my experience.
A bed frame was delivered and an unfortunate accident occurred where it was damaged by my dad, taking full responsibility of this I reached out to Dusk to ask for a replacement part at MY expense.
I was told the part CAN be replaced however because it wasn’t their error they will not help. Even after me offering to pay, to which their excuse was they can’t take payment over the phone (how ridiculous and such an easy thing to set up).
This was just a refusal to help because they couldn’t be bothered going the extra mile or being humanitarian, quite disappointing after telling me themselves the part replacement can be done. A good company would surely accommodate this and help fix an unfortunate accident, at the end of the day it is still their product and it would of been so much easier to go directly to the source to pay for a repair / replacement. Now I have no idea how I will fix it, the material is quite unique. Such a pain.
I expressed how much I don’t want to reorder the same bed just for one part. In a world where waste is literally killing the planet I just can’t see how that would be a better option apart from them profiting from me having to buy a whole new bed again which disappointedly seemed like the goal.
When speaking to the first customer service associate as friendly as she was when I asked to speak to a manager she replied quite passive aggressively “they will just repeat what I have told you” which was quite patronising. Not very proactive or showing a genuine concern to help. Then, when speaking to the manager she was exactly the same. Her replies were quite scripted and unhelpful even though she was very apologetic it just wasn’t believable.
I am literally in love with the bed frame and I am completely gutted it was damaged. When I asked what the name of their bed manufacturer was so I could request and pay for a part directly with them they refused that too. So unhelpful :(
I love the bed frame that much I even found out who the CEOs of Dusk were to try and plead for help straight at the top however I realised the bad service I received is a direct reflection of the CEOs themselves so I decided against bothering them as I don’t think I will get any help.
Everyone I spoke to was lovely, but a friendly attitude still doesn’t shadow the fact that this is bad customer service. I hope Dusk take on a more compassionate approach when their customers (I would of definitely been a returning customer too) reach out for help in the future.”
Hi Meg,
We appreciate you raising your concerns!
Your patience while awaiting our response is genuinely valued. We apologize for any inconvenience you may have encountered.
Due to recent access to this platform, there was a delay in providing a timely response. If you have additional concerns, please don't hesitate to contact us. Ensuring your satisfaction is our top priority, and we welcome the chance to address any issues.
Your feedback is highly valuable to us as it aids in the ongoing improvement of our products and services. Thank you for being a valued customer.
- Millie
