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'm genuinely sorry to hear that you've decided to cancel your order, I can see a full refund has been issued. We are committed to ensuring a 5 star experience next time.
- 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 would really like to investigate and reach out to you. However, I wasn't able to locate an order under the email address used on your review. Please may I ask you to contact us using the below link. One of my colleagues will be happy to help.
https://help.dusk.com/hc/en-gb/requests/new
Thank you for your patience.
- Colin
“Ordered five days ago heard nothing form my enquiries, the reference of the order doesn’t even exist but did have a reply saying order been placed and took money
No human to talk to
Not trustworthy
Say they deliver small items within 3-5 working days, when you receive email says dispatch estimate 5 days
Now can’t even track order or find it at all and just go around in circles with robot ! Want money back
Need to hear a response or person to talk to as needed products within a week”
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 resolving this matter promptly.
I will reach out to you shortly in hope to making this right for you.
- Colin
“I am extremely upset with the product and resolution that I have received from Dusk. I recently purchased the ‘Ascot Ottoman Storage Bed’ which was delivered to me on 23/03/24. I started building it yesterday. After around an hour and a half of building the bed, I reached the last part - assembling the wooden slats. I noticed a dark mark on one of the wooden slats, this turned out to be a fly! It was embedded under the wood… this must’ve of happened in production.
I immediately contacted customer service via email yesterday evening and received a response asking for my unique batch number etc. I gave the details immediately and waited for a response all day today but got nothing, I even followed up with another email asking for an update. I then decided to call their customer support and spoke to a lady, she promised a replacement and that she’d sent me a confirmation email for this. She also said it would be sent out the next day. To my surprise, this email was never sent to me. I had to call back again to ask for this email confirmation and was told that it has been requested but could take up to 5 days to even dispatch the replacement slat. Both times, I explained that I had dismantled my previous bed and now do not have one to sleep on.. but despite my inconvenience, I was not offered any refund or partial refund for the problem caused. Not to mention that this is completely unacceptable for hygiene reasons, I would’ve liked to assume that they complete quality checks?
I am a 21 year old student and have saved up for this bed for a long time, so my experience has been upsetting. I expected better quality control from what sounded like reputable company and better resolutions to a unhygienic faulty product, not only to sustain customers… but fairly offer a partial refund/discount and a clear explanation of how they will resolve the issue? Not make the customer continue to follow this up after they’ve already contacted you 3 times and to be honest, I still do not know if or when I will receive this slat. If it takes another 5 days to dispatch then I may not have a bed for 2 weeks as it’s Easter weekend in a few days!
Apart from this, the bed itself is lovely and without this issue I wouldn’t have a bad word to say.
I would like Dusk to take immediate action to rectify this situation and provide me with a replacement slat as soon as possible. Additionally, I believe that I am entitled to some form of refund for the lack of hygiene and the poor customer service I have received. I hope that Dusk will take my complaint seriously and make the necessary improvements to prevent this from happening to other customers in the future.”
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 resolving this matter promptly.
I can see Jasmine has now been in contact with you and replacement parts have been raised. Once fully resolved and confirmed, we will be happy to look at a suitable gesture of goodwill.
- Colin
“Do not expect your delivery - from the dates advertised on your order confirmation!!
I ordered a sofa and a chair - sofa delivery was confirmed 7-11th March, chair delivery confirmed Apr 28-02 May.
I sold my old sofa - expecting the new one to arrive 7-11th March - WRONG!!!!!! Just found out today they plan to deliver the two orders together! We, as consumers, are meant to 'know' they wait for both items to come into stock before delivery - and therefore the delivery dates quoted on the order confirmation do not apply or account for split deliveries. How stupid we are to not know this!
Dreadful customer service, you can't phone anyone, they are too busy to answer emails, there is no webchat - so just sit and wait for 6 weeks - on the floor if you sell your old sofa!!”
Hello,
Thank you for your feedback.
I am so sorry that your order was not delivered when expected.
We do confirm the below on our delivery page under the "large items" dropdown before checkout.
"If you have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those items are purchased on a pre-order, please refer to the latest estimated delivery date on your order confirmation".
This is also confirmed on the top of your order confirmation email too. I am sorry if this was missed before purchase.
That being said I would like to do what I can to turn this around for you. I will investigate and reach out to you shortly in hope to offer further assistance.
- Colin
“Bound a chair and footstool on the 27th paid over 500 💷 received a confirmation email but absolutely nothing since. I've emailed I left trustpilot feedback and still nothing. Ended up opening a case with my bank. Terrible company I just want a refund I don't do business with bargain basements that treat you this way I'd rather pay another 100 and get a good service. Joke company”
Hello,
I am so sorry for the issues faced with your order. We always want customers to love their full DUSK experience and I can only apologise that this wasn’t the case on this occasion.
I sincerely apologise that your full order did not reach you when expected. I have taken a look at your original order confirmation email and notice that your Hampshire Pouffe was purchased on a preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag", highlighted in red in your basket and on your order confirmation email when we expect your delivery to be.
If you also have purchased multiple Large Items, we will wait until they are all in stock before dispatching them. If any of those items are purchased on a pre-order, we kindly ask that you please refer to the latest estimated delivery date on your order confirmation.
This is also confirmed on our delivery page under the "large items" dropdown and on the top of your order confirmation email too. I am really sorry if this information has been missed.
I am glad we were able to resolve this and a full refund has been issued.
Thank you for your patience, my apologies again.
- Colin
Hello,
I am so sorry for the quality issues faced with your sofa!
This is far from our usual standard, we expect customers to have perfect items from us. I will do my upmost to make this right for you.
I wasn't able to locate any emails to help@dusk.com associated with the email address on your order. I will reach out to you shortly in hope to turn this around for you.
Thank you for your patience.
- Colin
“Ordered and paid for bed 1st of January, delivered 7 weeks later, but only 2/3rds of it. Unable to be assembled due to missing parts, and now expect 2 senior citizens to sleep on a blow up bed!! No reply to emails (the only way to contact this company) truly shocking after sales service, the worst I have ever experienced. No idea when this is going to be resolved. If you are considering a purchase from this company, THINK AGAIN.
THEY ARE CHEAPER FOR A REASON!!!”
Hello,
Thank you for your feedback.
I am so sorry for the issues faced with your order, I completely understand your frustration. I am glad to see you have been in good contact with our team and the missing parts have been located in your headboard.
I apologise once more for the delayed reply and falling short of our usual response times. We sincerely hope you love your new bed and everything is perfect.
Thank you for your patience.
- Colin
“I ordered my living room furniture on 12/1/2024 delivery date 15/2/2024 delivery date approached so got rid of old furniture, guess what no delivery! I had to piggy back emails as no customer service number and all other email addresses they provide are pointless they don't respond.
So I'm told that delivery will now be between 16/20 February FAILED TO DELIVER.
I then receive an email to tell me the furniture I ordered will not reach them until 23/3/2024, I cancelled my order as I can get what I want quicker elsewhere. I have heard nothing no cancellation reference number nothing!
An absolutely disgusting company!!
False advertising and contradict their terms and conditions”
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. The preorder timeframe is typically provided by our supplier, and while it's usually met, delays can occur. However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see Katie from our resolution team has been in touch and offered a gesture of goodwill in hope to make amends.
Thank you for your patience, my apologies once more.
- Colin
“Same experience as others, oder made on 10 Dec, meant to be delivered by mid-Feb, the delivery window has lapsed and there has been no contact or response to my multiple messages and it’s not possible to get through their customer services via the phone. Stay away, it’s a scam company!”
Hello,
I am very sorry to learn of the delays you have experienced 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. The preorder timeframe is typically provided by our supplier, and while it's usually met, delays can occur. However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see you have been in good contact with Katie from our resolution team.
Thank you for your patience.
- Colin
“Awful experience and shocking customer service .. have put a complaint in and was advised I’d get a call back within 24 hours .. nearly 48 hours later and still nothing.. phone lines are only available Monday-Friday. Will be taking this further with trading standards. Avoid ordering at all cost . Very disappointed with the complete lack of communication from DUSK .
S21490829”
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 can now see you have been contacted by management to resolve.
Thank you for your patience.
- Colin
Hi Leigh,
I am sorry for any frustration caused with your return.
We would never want customers out of pocket. I have checked your delivery details, unfortunately due to a delivery issue, your order was returned to our warehouse on the 15th of February, my apologies.
I am glad to see your refund was processed on the 19th.
Thank you for your patience.
- Colin
“My bed delivery was cancelled by delivery firm ON THE MORNING IT WAS DUE TO BE DELIVERED. Nothing has been done to help me, no one has contacted me despite my constant emailing- the service is appalling- do not recommend”
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 glad to see Jasmine has reached you and a gesture of goodwill has been applied.
Thank you for your patience, my apologies again.
- Colin
“Absolute scam artists paid for item 1/1/24 3-5day delivery all lies it’s 13/2/24 and I had no email or contact the only emails I get is the website mail shots … yeah ok like I’m stupid enough to fall for that again , don’t buy you will lose your money”
Hello,
Thank you for your feedback.
I am so sorry your order did not arrive when expected. I have checked your original order confirmation email and can see your purchase was on preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag" highlighted in red in your basket and on your order confirmation when we expect your delivery to be.
The estimated delivery date provided at checkout was February 13th - February 17th.
I see that your order was shipped on February 16th and delivered on the 23rd. The preorder timeframe is typically provided by our supplier, and while it's usually met, this is an estimated indication.
However, it's our responsibility to promptly update you and provide a resolution if there are any delays. I apologise for falling short of this expectation on this occasion.
I am glad to see your order has reached you and hope everything is perfect!
- Colin
“Ordered in 26th January 2024 with an indication of delivery 5 days later.17 days later and no communication from Dusk,no chair! Really is a disgrace! Can someone please respond to me! Order number : S21554500”
Hello,
Thank you for your feedback.
I am sorry that your Soho purchase was not delivered when expected.
I have checked your original order confirmation and noticed this was purchased on preorder.
When an item is not in stock at the time of purchase, we allow customers to place a pre-order for it. This means that we display on our website above "add to bag", highlighted in red in your basket and on your order confirmation email when we expect your delivery to be.
The date confirmed on your confirmation email is March 18th - March 22nd.
I am glad to see your order reached you on the 11th of March before the provided preorder timeframe.
Thank you for your patience.
- Colin
“Sent a defective bed and over 2 weeks later still not sent replacement parts so stuck with a part complete bed. To make matter worse got an email from them today saying my address and card details been hacked from their systems.
Awful company to deal with. Avoid at all costs. I will be taking them to Consumer court to recover my losses”
Hello,
I am extremely 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, we expect customers to receive perfect items! 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 I am committed to ensuring a 5 star experience next time.
I can see you have been in good contact with our Carriers and credits team. Thank you for allowing us the opportunity to address your concerns and make this right for you.
- Colin
“Appalling experience - never again
Misleading delivery timescales and extremely disappointing customer service.
The option of next day delivery is a scam. They do not fulfil it despite charging the customer for it.
When contacting customer services to enquire about my purchases, they were unable to tell me when I would receive them.
If the parcel is missing in transit or the courier returns it because the package is damaged during transport (as it happened with my most recent experience last week), you are left without your purchases and without your money, for an unlimited period of time. Their argument is that they need to wait until they receive the parcel back - which you never received- in order to process your refund. Unacceptable retail behaviour and possibly against trading standards.”
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.
Thank you for your patience and allowing me to resolve this for you. Your feedback and custom is truly valuable and we are committed to ensuring a 5 star experience next time.
- Colin
“Odd system. Dusk insist you wait until after the delivery window elapses before you contact them, rather than proactively letting you know if they can't deliver on time, and when you can expect your parcel. Window elapsed 4 days ago for an order made in early Dec and I'm still waiting for a reply. I'd appreciate a contact from a customer service person asap as I have an elderly mother who can't come and visit her grandchild as we have no bed to put her up on!”
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 ensuring a 5 star experience next time!
- Colin
“Ordered a bed November 2023 . Due to be delivered this week end of Jan 2024 . Email confirming delivery of bed now end of February. I had a email requesting if I wanted to cancel due to this and get a refund. I replied yes pls cancel and refund. Since then nothing and I will never ever purchase from this company! Give me my refund for this bed. It’s appalling they way you are treating customers”
Hello,
Thank you for your review.
I apologise for the delay in fulfilling your preorder. It's certainly not our intention to inconvenience our customers. I understand your frustration regarding the refund process, and I'm sorry for any inconvenience caused. I can confirm that a full refund has now been issued as requested.
Thank you for your patience and understanding.
- Colin
“i ordered a seat in december and was given a delivery window of up to the 27th jan. Now that the window has passed i have made numerous attempts to speak to customer services to no avail.
I’m concerned by the lack of information/communication given that i paid for the item some time ago.
Not really sure what to do at this point other than put in a dispute with my bank. i still want the item but ive lost confidence .”
Hi Sarah,
Thank you for sharing your feedback!
At DUSK, ensuring a smooth and outstanding experience for our customers is our utmost priority. We genuinely regret that your recent interaction with our services fell short of your expectations.
I can see your item was purchased on a pre order basis and unfortunately, we experienced delays on receiving this stock. I can see an email was sent on 16/01/24 explaining this further.
- Millie
