“I bought a bed and arranged for the delivery, I was in and waiting at the time of delivery and nothing turned up, when checking the website it states they had the wrong address. I also ordered some pillowcases and the item that arrived in dusk packaging was an extra large black dress. When I contacted them they agreed to send the pillow cases but yet again I am sat here with no delivery. Listen to this warning do not shop at dusk.”
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 looked into as a matter or urgency.
-DUSK Resolution team.
“Extremely Disappointing Experience
I recently had the worst experience ever while purchasing a dining table. I am utterly disappointed with the quality issues and the lack of prompt customer service. It has been a long and frustrating journey, and I feel compelled to share my experience.
I initially purchased a dining table in March, hoping to have a beautiful addition to my home. However, when the table was delivered, it had noticeable quality issues. The disappointment was immense, but I decided to give the company a chance and requested a replacement.
Unfortunately, my hopes for a better experience were shattered when the replacement table arrived. Not only did it have the same quality issues, but it also had missing screws, making it impossible to assemble. This was an unacceptable level of negligence on the part of the company.
What added to my frustration was the incredibly slow customer service. Throughout this ordeal, their response time was painfully slow, leaving me feeling unheard and neglected. It is disheartening to have to constantly follow up and still not receive a satisfactory resolution.
To make matters worse, it is now July, and I am still without a functional dining table. The fact that I made the purchase in March and have not received a table after all these months is beyond comprehension. This level of delay and lack of accountability is simply unacceptable.
I am deeply disappointed with this entire experience. The quality issues, the missing screws, the slow customer service, and the extensive delay have left me feeling frustrated and let down. As a customer, I expected better, and I believe others should be aware of this subpar service.
I sincerely hope that the company takes immediate action to rectify this situation and provide a satisfactory solution. No customer should have to endure such a prolonged and unsatisfactory experience.”
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, you should not have received your item in the condition described, my apologies.
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.
I am sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
- DUSK Resolution team.
“worst experience ever
worst experience ever, bed not delivered more than 20 days, when i cancelled, have been charged £39.99 return fee.
Hi Sanjay,
We are so sorry to hear you would like to cancel your order.
We would love to process your request to cancel but unfortunately, your order has already been dispatched from our warehouse.
We understand that your delivery might not be suitable for you, so we can of course put in a request with our delivery partner Rhenus to return your item to us.
Please be aware this is no longer a cancellation as your order has now despatched from our warehouse and so our usual returns process including a £39.99 returns fee will be deducted from your order once this is processed as a return.
Please can you confirm if you wish to proceed with the return of your item to us and no longer require this?
We would really appreciate if you could share the reason for your cancellation, as this helps us to improve our services and overall experience for our customers.
Kind regards,
Vedhita,
Customer Service Executive
On 15 July 2024 at 17:51:46 UTC,
wrote:
Hi Sanjay,
Firstly, I would like to share my sincere apologies for the delayed response from our end, we are working hard to get back to all of our customers as quickly as possible.
Thank you for reaching out to us!
I would like to thank you for bringing this to our attention and we are truly sorry for the inconvenience caused.
We appreciate your email and the opportunity to assist you with your query.
I have forwarded your request to one of my colleagues who will be reaching out to you as soon as possible. They are well-equipped to provide you with the guidance and support you need.
Please note our team work Monday- Friday 8am-7pm, excluding bank holidays and so any calls to you will be made within these hours. If you would like to call us at a more convenient time for you, please contact our team on: 0113 519 0311
In the meantime, if there is anything else we can do to assist you or if you have any additional questions or information, please feel free to respond directly to this email thread and my colleague will be more than happy to help.
Thank you again for contacting us, and we look forward to speaking with you soon!
Thank you for supporting our online store! Purchases both big and small help us keep our dream of providing the best quality products to our customers.
Thank you for your trust and for choosing DUSK.
Kind regards,
Toolsykumar,
Customer Service Executive
Hello Sanjay
Thank you for contacting DUSK!
We operate Monday to Friday, 8:00 – 20:00, excluding bank holidays.
Unfortunately, we’re currently experiencing high volumes of contact at the moment, resulting in longer response times than we’d hoped for. We promise to get back to all customers as soon as possible.
If you are contacting us regarding the dispatch of your order, we’re sorry to advise that we’ve experienced unprecedented delays, which has resulted in longer wait times than we usually experience. As a result, we’re currently kindly asking our customers to allow longer timeframes than we usually expect.
If your order does not have any estimated delivery dates and is on standard delivery, please allow 10 working days for your order to be dispatched.
In the meantime, you may be able to find the answer to your query in our FAQs.
Love from,
DUSK Customer Service Team x
Thanks for your order, Mr!
Hi Mr,
Please allow up to 10 days for dispatch of in-stock items, and refer to the estimated delivery dates provided below for items on pre-order.
We'll send you an email to confirm when your order is on it's way, with further details on your delivery.
If you have multiple Large Items (delivered by Rhenus/BJS), we'll dispatch them together as soon as they are all available. If any of those items are purchased on a pre-order, please refer to the latest estimated delivery date below.
Small Items (delivered by Evri) will be sent separately, as soon as we have them available.
Preparing for your delivery
If you have ordered furniture or large items, please read our 'Will it fit?' guide here.
Need a VAT receipt?
Download PDF Receipt
Order No. S21861284
30/06/2024”
Hello,
Thank you for your feedback, I am deeply sorry for the issues faced with your order this time.
On further review, I can see your experience has not been great or met our usual standards, for that I am truly sorry.
If an item has dispatched to the courier, a returns fee is charged is cancelled. However, this should not have been charged on this occasion due to the issues highlighted with BJS. Please accept my apologies once more for this oversight.
I will rectify this issue immediately and contact you shortly.
- Colin
“Absolutely terrible experience from both disk and their delivery partner ORDER at own risk. Almost a month later we have no bed or mattress with a separate order for pillows still yet to arrive.
We have been calling for 3 days no answer stay on hold for over 30 mins. The Instagram team responds but with no useful information. Emails don’t get answered. Such a shame as their products look good at reasonable prices but overall their customer service is non existent. I’ll be claiming my money back through the bank since dusk has decided to ghost me.”
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.
“Ordered two beds no pre-order, 10 days is tomorrow - no emails to confirm dispatch or anything. Emailed and still waiting on the phone for someone to answer! I need to know when my order is coming otherwise I want a refund. Order S21878241”
Hello,
Thank you for your custom and feedback.
As per our delivery page, all large items are typically shipped from our warehouse to the courier within 10 days. On further review, your order placed on the 10th July was dispatched to BJS on the 22nd, I apologise for the 2 day delay over this time period.
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.
I am pleased to see your order has now arrived, thank you for your patience.
- Colin
“Shocking experience, I am so frustrated and disappointed by the service I have received so far. My order arrived late and incomplete, then I managed to get hold of someone on their customer service (which is so hard) , they sent a replacement order which had some issues and never arrived. I had to contact them 3 times to get a reply, and have them notice that they actually had my product back in their warehouse. Since then I have had no reply about when they are sending my things. It is so frustrating and unethical to sell products and manage things like this. I ordered this almost a month ago and DUSK team doesn’t even seem to be aware that they need to deliver what I paid for!
HOW CAN A COMPANY TAKE YOUR MONEY AND THEN NOT MAKE SURE THEY GIVE YOU WHAT YOU PAID FOR? Shocking!
I was so excited about my purchase :(, it is such a shame since their products seem good quality, but they have such an issue with their logistics and customer service that I regret so much for giving them my money. DO NOT BUY WITH DUSK unless you want a nightmare.”
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.
“The customer service is awful !
I have placed an order back in April and since then only been lied to by the company.
When placing the order the estimated delivery date was 1st week of June then I had an email to say there's a delay and should expect the bed to be delivered week commencing the 24th of June which was not too much of an issue as these things happen however when contacting customer services I have been told I should receive an email from the delivery company by 29th of June.... yet again nothing. I have contacted the same customer service assistant and she has said my order has been placed on 'priority dispatch' and I should have an email with delivery information within 48h and again NOTHING. I have contacted the customer service again to see where is my bed and how long should I wait to which I was told to be patient or alternatively I can get a refund?
So unprofessional from the company and the customer service agent.
My order number is S21716138.”
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 providing a better service next time.
- DUSK Resolution team
“Terrible service took my money with empty promises of delivery been over a month I was trying to hang on because I really wanted the iteam I purchased disgusting company with poor customer service I'd give no stars if I could”
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.
On further review a full refund has been issued, my apologies once more.
- DUSK Resolution team
“I am extremely dissatisfied with my experience with Dusk. I have been waiting for over three weeks with no update on my order. I spent over £1500 on two separate orders to avoid the items out of stock to not hold up the in stock items. However, my orders never arrived and customer service informed me that one item was out of stock, causing a hold on the entire order. Despite reaching out to customer service multiple times, I have not received a response. I am now considering contacting my card issuer to file a claim, as I am starting to believe that I have been deceived. In my opinion, I would strongly advise against using this company.”
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 sorry that your recent experience has led you to cancel your order. A full refund has now been issued.
- Colin
“Order No. S21865490
I wish I had read all the reviews before placing an order. I have had one email confirming my order and nothing since. They have changed the Estimated delivery date so I am still waiting. The reason for buying from Dusk was that what I ordered was allegedly in stock and would be dispatched within 10 days. I have recently moved into a flat and currently have nowhere to sit! What a shower of the proverbial.”
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.
I will ensure your cancellation request and refund is processed today.
Thank you for your patience, my apologies once more. 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
“What a nightmare, Customer service is appalling- not answered any of my calls. I have been waiting for my order since May and still no estimate day or update from DUSK service team!”
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.
I am pleased to see your order is with BJS due for delivery on the 27th July.
Thank you for your patience, my apologies once more. 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
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 and your original estimated timeframe was not met.
I am pleased to see your order is with Rhenus and due for delivery on the 24th July.
Thank you for your patience, my apologies once more for the delay. 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
“Ordered duvet cover and pillow cases. Duvet arrived but several weeks later still waiting in the pillow cases. No update has been given and no response to my enquiry”
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 looked into as a matter or urgency.
-DUSK Resolution team.
“As with everyone else who has ordered, terrible experience. 40 days after estimated dispatch time no news, no reponse, trying to chase a refund. Will cancel through my card provider. Seems like a scam website to me, real businesses don't act like this in 2024.”
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 pleased to see your order has now been delivered by BJS, my apologies once more for the delay.
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.
- Colin
“Your colleagues informed me that two of the 3 products I purchased are currently in stock and the other product(Hampshire Loveseat-Beige) will be in stock between September 3-7. While I was in the purchasing phase and the confirmation e-mail sent to me showed 28July-1 August. I contacted your team. They said that this team is currently investigating the possibility of shipping the in-stock items separately. I still have not received a response.therefore i cancelled my order.Failure to deliver within a reasonable time and after the agreed deadline is a breach under the Consumer Rights Act 2015.
E-mails are not answered, cannot be reached by phone.
I canceled my order. I was told that carriers and credits team will contact you within 72 hours. No one contacted me. Please refund me my money.
My order number is S21874088.”
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 your cancellation request is with our Carriers and Credits team. I will ensure this is actioned as priority.
Thank you for your patience, my apologies once more.
- Colin
“Recently ordered a mattress, Bed frame and Headboard when the delivery drivers turned up they had the mattress, headboard no bedframe but a chest of drawers instead of the bed frame???????????. The delivery drivers advised to reject the whole order as they said they would write on the delivery notes no bedframe?????? I have emailed several times absolutely poor communication from Dusk tried to get through on the phone several times no answer we currently have no bed at all and no cirrespondance from Dusk”
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 you received an incorrect box. Please know that we take your feedback seriously and this has been flagged with the warehouse.
On further review, I can see our team have now made contact with you and replacement has been raised.
Thank you for your patience, my apologies once more.
- Colin
“Waited 5 weeks to get a bed delivered and when it did arrive and I built it. Worst bed I have ever slept on. Felt like it would break everytime I moved in the bed and had 2 dreadful nights sleep. Slept on it for 2 nights and had to dismantle it and take it to the skip. I did not feel it was right selling a potentially unsafe product to someone else. Tried to get a refund but as I had used the bed Dusk would not refund.
First time using Dusk and will never be using them again. Truly awful.”
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.
On further review, I can see a return request was raised on Monday to provide a full refund.
Please know that we take your feedback seriously. I will contact you shortly by phone in hope to resolving this promptly for you.
Thank you for your patience, my apologies once more.
- Colin
“Absolutely poor company.
Second complaint i'm making as the first complaint wasn't enough for them to be effecient with my refund.
I cancelled my order way before the dispatch day (baring in mind they never informed me that it would take 10 days to dispatch).
JASMINE their advisor then informed me AFTER 8 EMAILS that they will manually refund my order of £300. I have since then contact multiple times and still no refund nor response.
They are scammers and they have robbed me.”
Hello,
Thank you for your review and feedback.
I apologise for the inconvenience and frustration you experienced. At DUSK, our top priority is to provide a seamless and exceptional experience for our customers. We deeply regret that your recent interaction with our services did not meet your expectations, leading you to feel scammed.
Please rest assured that this is far from the case, and I am sorry that your experience led you to believe otherwise. We take your feedback very seriously, and our dedicated customer service team is committed to rectifying any errors promptly.
I can see Jasmine reached out to you to offer assistance, on further review a full refund has now been issued.
- Colin
“Zero customer service. They are not good at following up on enquiries. It took nearly three weeks for my sofa to be delivered, and I didn’t receive a response to my enquiries about its estimated delivery date.”
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.
I am pleased to see your order has now been delivered, my apologies once more for the delay.
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
“Ordered a new bed, delivery took a few weeks which is expected. I took a holiday day off work for the delivery which arrived yesterday. Half the bed is missing, there’s no phone number to call and no one has responded to my emails.
Wishing I’d read the reviews before ordering! 😫 feel like I’ve been scammed and now stuck with 2 pieces of a bed.”
Hello,
I apologise for the inconvenience and frustration you experienced.
At DUSK, our top priority is to provide a seamless and exceptional experience for our customers. We deeply regret that your recent interaction with our services did not meet your expectations, leading you to feel scammed.
Please rest assured that this is far from the case, and I am sorry that your experience led you to believe otherwise. We take your feedback very seriously, and our dedicated customer service team is committed to rectifying any errors promptly.
I will contact you shortly by phone in hope to making this right.
Thank you for your patience.
- Colin
