“I strongly advise against using this company if you want to avoid a massive headache. I placed an order on June 11th and was promised delivery of my sofas on July 29th. However, July 29th came and went with no updates. The phone line has an average wait time of 15-30 minutes, and if you email them, you only receive an automated response that repeats the same information.
On the rare occasion you manage to speak with a team member, they will blatantly lie about your order, claiming it will be dispatched in two days. Now, 22 days after my original delivery date, they have informed me that they don’t even have my sofa. The new estimated delivery date is October 29th. This company is an absolute disaster.”
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.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“I ordered a duvet cover on the 9th of August, was supposed to recieve my order between 14th- 18th. I am still waiting. Tried contacting dusk, but no response. Won't be buying from them again. Trying to get a refund but without success. DON'T BUY FROM THEM, A TOTAL SCAM!!!!!!!”
Hello,
Thank you for your feedback.
I am sorry your Portofino purchase has not arrived when expected. On further review of your confirmation email I notice your items were purchased on a reserved preorder.
When an item is on its way back into stock, we offer the option to place a reserved preorder. This ensures you secure the item ahead of time. We make sure to display the estimated delivery date both on the product page and on your confirmation email.
For your order, the expected delivery noted on your confirmation email is between October 14th and 18th.
I apologise if this information was overlooked before you completed your purchase. I have requested that your confirmation email is resent to you.
On further review, I have also found your cancellation request from the 22nd October. Unfortunately, you have emailed noreply@DUSK.com. This is not a monitored inbox and only used to send confirmation emails. If needed moving forward, our email address is help@dusk.com.
I will process your cancellation and process a refund today.
- Colin
“I ordered from this company on the 8th August and I’m still waiting to receive an item from my order.
Emailed customer service 9 days ago and still haven’t had a response.”
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 see you are no in contact with our team. Please be assured that your missing hand towel will be shipped as quickly as possible.
- DUSK Resolution team.
Hello,
Thank you for your feedback.
I am sorry your order was not delivered when expected. On further review of your original confirmation email, I notice the barstools were purchased on a reserved preorder. The estimated delivery timeframe noted on your confirmation email was the 3rd Sept - 7th Sept.
These were restocked sooner than expected and was shipped to Rhenus on the 20th August. On further review, I am pleased to see your order has now been delivered and has reached you earlier that the given timeframe.
Thank you for your patience, apologies for any confusion caused.
- DUSK Resolution team.
“I still have not received my full delivery. Two of the corner pieces of the garden furniture were missing when delivered. All I have received is a generated response impossible to speak to a human being and dreadful customer service - AVOID”
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.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“Order my 3 piece on 20th June told would be delivered between 7/11 August after sending 2 emails have now been told it will not be in there warehouse till 28th September then I would get a delivery date NOT Happy and nothing to sit on”
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 expectations this time.
Unfortunately, the Hampshire range has experienced a delay with our supplier. I am really sorry for any inconvenience and disappointment caused.
We understand new provided dates may no longer be convenient, if needed we can cancel the order and provide a refund on request.
Your feedback is invaluable to us, and we’ll use it to refine our processes and communication.
Thank you for bringing this to our attention; we’re committed to making sure future experiences are much better.
- DUSK Resolution team.
“Terrible customer service. All automated and no person to speak to. It's been week while I wait on my order. Will update when/if it arrives. So far, would never recommend”
Hello,
Thank you for your feedback.
I am sorry that your bed has not been delivered when expected.
On further review of your confirmation email, I notice your Ascot bed was purchased on a reserved preorder.
When an item is not in stock at the time of purchase, we allow customers to place a reserved pre-order for it. This means that we display on our website and on your order confirmation when we expect your delivery to be. The estimated delivery timeframe noted is 15th September - 19th September.
We do also have measures in place where if your query is not automatically answered, then you should be directed to the correct team for assistance.
I will contact you shortly in hope to making this right for you.
Thank you for your patience.
- Colin
“Ordered our bed and mattress back in July and we were given a delivery date around 10 days later by their two man delivery company, BJS. The night before we were due to receive the item, we dismantled the bed and disposed of it (it was broken and mattress was worn, hence the order). We were then met with an email later that evening to say that the delivery would not be taking place and was on hold pending instruction from dusk and they would be in touch to re-organise the delivery. As a result, we have been sleeping on the living room FLOOR ever since and I am 22 weeks pregnant! After multiple emails and automated responses, we were finally replied to with information that the bed was actually no longer in stock! They have offered to cancel our order for us and we can purchase a new bed with a good will gesture of £80 (which doesn't seem sufficient for a month of sleeping on the floor pregnant with severe back pain!). They do not seem to care one bit.
Dusk told us the mattress was with the delivery company and would be delivered but they would need the delivery company to 'return' the original bed frame before they could process the refund (but the bed is supposedly not in stock?!?!?). Turns out they have now refunded the bed AND THE MATTRESS - which was supposed to be being delivered as a matter of urgency! They have told us to re-order the mattress which is now apparently not in stock until the END OF SEPTEMBER! This is absolutely appalling service and treatment to a loyal customer who is also pregnant and suffering due to their inability to process an order seamlessly.
DO NOT BUY FROM HERE!!”
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 eager to look into your query further, however sadly there's no contact or order details associated with your review. If your query is not yet resolved, please do get in touch at help@dusk.com.
- DUSK Resolution Team
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 will do better next time.
- DUSK Resolution team.
“Very poor customer service. No way of contacting anyone. I would look elsewhere.
You will be very disappointed. Website looks good but when you need to speak to someone to solve your problem, you will end up talk to a robot.”
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.
Our customer service team can be contacted under the "customer care" section of our website. I have popped a direct link below.
https://help.dusk.com/hc/en-gb
If also needed, our email address is help@dusk.com.
We are eager to look into your query further, however sadly there's no contact or email address associated with your review. If your query is not yet resolved, please do get in touch on the above contact details and our team will be happy to assist.
Kind regards,
DUSK Resolution Team
“DO NOT BUY FROM THIS COMPANY. YOU WILL DO SO AT YOUR PERIL. This is undoubtedly the single worst online
purchase experience I have ever encountered. Their customer services team who as per earlier reviews cannot be reached by phone have repeatedly failed to address the issue I encountered. On the 29th March I placed an order for a King Size Madison Stone Grey Storage bed. Following a delay due to 'supply chain' issues the item arrived damaged (visible marks and soiling) and since then despite multiple emails to their customer services team (50+) and two failed atrempts to deliver the correct replacement part it has NOT been delivered. One one ocassion they delivered a headboard for a different bed style and then during a second attempt sent the wrong part.
IT HAS NOW BEEN MORE THAN 18 WEEKS SINCE THE ORDER WAS FIRST PLACED AND 3 WEEKS SINCE I LAST RECEIVED A RESPONSE. ALL EMAILS SENT TO THE CUSTOMER SERVICES TEAM SINCE THEN HAVE GONE UNANSWERED.”
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.
I fully understand your frustration, this should have been resolved sooner. 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 will investigate in more detail and request that an update is provided.
My apologies once more.
- DUSK Resolution team.
“This is the second time I have ordered from dusk my first order arrived faulted and should of never been sent out. This was sorted out in a reasonable length of time. My second order was for the same product but in a different colour this arrived on 9.8. 2024 it arrived in shocking condition and should of never of been sent out. I got in touch with dusk and give them the information they requested to return my order then was told in an email I would have to pay £39.99 to have my order collected I replyed saying I would not except this as the goods are faulted and asked then to reply to me confirming I would not need to pay this I have had no reply im still waiting for a reply & also waiting for details of the collection. I will not be paying a fee to have faulted goods returned
.
.”
Hello,
Thank you for your review and feedback.
I am sorry for the experience you have had this time. If you have received an item faulty and wish to return, then no fee would apply.
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 will ensure this is resolved as quickly as possible.
- DUSK Resolution team.
“Ordered a bed that was out for delivery then cancelled by them last minute, chased and chased since, always apologise but never give me a date.
Tried to call and email them to cancel but nothing back, tried calling again today and noone answers.
Will go through bank for refund and cancellation soon if noone replies. 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. I will ensure this is resolved as a matter of urgeny.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Still waiting for a response from them, if you order from them expect it to be delivered over a month later plus, when it’s inevitably wrong and damaged, expect zero reply. 1/5 is actually higher that the amount of the order they got correct.
Since ordering I’ve had around 50 emails from them trying to sell me something else and no resolve on my first order.”
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 will ensure this is resolved as a matter of urgeny.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Have tried to organise an exchange for my faulty bed for around six months!! Sent photos, and constantly asked for more photos. Will have to contact trading standards. Have cried a lot of this. Very unkind nasty people.”
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 eager to look into your query further, however sadly there's no contact or order details associated with your review. If your query is not yet resolved, please do get in touch at help@dusk.com.
Thank you for your patience.
- DUSK Resolution team.
“First time ordering from Dusk and I’m not impressed. No tracking on my order, no one responds to emails, a month gone by and still no order. Trying to reclaim the money back through my bank. Absolutely shocking. Would never purchase again. Seems like they are scammers.”
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 will ensure this is resolved as a matter of urgency.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Starting to think this company are a scam. We ordered a sofa chair in April for our nursery our little girl will be graduating by the time this thing comes or we get a refund. Our order number is S21736023 (1736023). My other half has been emailing them since the back of April and there website has no clear way to cancel the order. I am debating on reporting the company are a scam through the bank ans getting a refund that way. It's getting ridiculous, saved up to do the nursery and in this economy it's not easy to do. Do not order from here, you will never get your item or a refund.”
Hello,
I am deeply sorry to see you have still not received your order.
On further review, I have located your partners emails, however they have been sent to noreply@dusk.com. This is not a monitored inbox and only used to send automated confirmation emails and delivery updates.
I am sorry this has led you to believe you have been scammed. I note your email on the 9th August to noreply@dusk.com requesting a refund. I will ensure this is actioned today for you.
I do sincerely apologise for the supplier delay you have experienced on this item. We understand that new dates may no longer be convenient. We would never want customers out of pocket and will always provide a full refund on request.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“Bed arrived with a missing part that's pivotal. Complained about the missing part, Dusk said it will take two weeks to arrive. That's ridiculous and unprofessional. No compassion for the fact that I'm sleeping on the floor. No direct contact number either.”
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.
Please be assured that a gesture of goodwill if not already offered would be given once resolved.
Thank you for your patience, my apologies once more.
- DUSK Resolution team.
“I arranged a return over 7 weeks ago. It wasn't collected on the specified day and there is a long delay before anyone in customer service responds. The item has been collected, but my refund still hasn't been actioned. I have messaged support several times without receiving any reply.”
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK return/collection, 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 am pleased to see your refund has now been issued, my apologies once more for the delay.
Thank you for your patience.
- DUSK Resolution team.
“Do not buy from this company- case 4159- poorly manufactured products, poor fitting, been waiting 2 weeks to get a return made, no customer service available, all via email, can't speak to 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. Please know that we take your feedback seriously.
Thank you for allowing Colin to reach out to you, acknowledge or shortfall and also accept a gesture of goodwill to make some amends.
Your feedback and custom is greatly valuable and we will do what we can to make things right. If you feel comfortable updating your reviews, that would be greatly appreciated.
- DUSK Resolution team.
