Hi Alex,
Thank you for your feedback.
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 your request to cancel was actioned and a full refund was issued.
- DUSK Resolution Team
“I Placed an order on the 5th June for a New Bed, not received Confirmation or a Delivery date. It is very difficult to contact Dusk. I have sent two e mails No reply as yet. Still waiting!!!!”
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. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
I have contacted our warehouse and requested your order be dispatched as priority, my apologies once more for the delay.
Thank you for your patience and bearing with us. 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
“Hi I have been trying to get in touch with someone regarding my Order S21812276. Nobody has come back to me and I am desperately waiting for our bed frame to move into our new apartment. I really hope the order gets delivered and I’m not waiting a month longer than the expected delivery time they had posted on the website when I ordered.”
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. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
I am pleased to see your order is now booked for delivery on the 22nd June.
Thank you for your patience and bearing with us. 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
“We ordered a stock item sofa over ten days ago and paid in full. We have had no update at all as to when we can expect delivery. Dusk also make it very difficult to find a contact number, which is frustrating! I have never known a company to keep a customer so uninformed when they have paid in full for an item.”
Hello,
We 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.
We can see that your query is being handled and hope that the issue is now resolved.
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
“Order number: S21766754
The worst customer service I’ve ever experienced!!
Ordered on 12 May and finally received our garden furniture on 27th May. One box was clearly damaged and had been sellotaped together. On opening, the corner part of the sofa was completely bent out of shape. I contacted Dusk immediately via email and a few days later was told a replacement would be sent out if they have it in stock. I’ve sent multiple emails trying to get an update and even tried calling but gave up after 45 mins with no answer.
I have had huge boxes taking up the whole of my kitchen for almost a month with no idea if I will ever receive a replacement and no idea if I should unpack the rest of the order or not. It’s been over a month since I ordered!!
Disgraceful customer service. I certainly will not be recommending 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 can see your replacement request is with our Carriers and Credits team and will be actioned as priority.
Thank you for your patience, my apologies once more.
- Colin
“Order number: S21809908
Ordered the superking ascot bed in grey on 1/6/24 for when we moved house on 6/6/24. It’s been ‘in stock’ on the website. The email stated to allow 10 days for dispatch, but after tracking the order it still says order confirmed.
I rang dusk on 13/6/24 to be told my order is for ‘priority dispatch’ and to allow 24hrs for an update. After ringing again on the Friday 14/6/24 we were told we are still on the priority list and to expect an email.
Now we are on Tuesday 18/6/24 with no contact from DUSK regarding delivery, I’m currently on hold with them to ask for an update.
They are quick to take the money but not deliver - which seems to be a common theme! I wish I read the reviews before purchasing.
After a stressful house move, we are both still sleeping on the sofa 😬. We will not be recommending Dusk to anyone!
Please can someone look into this and deliver our bed ASAP - otherwise we’ll be requesting a refund and going elsewhere.”
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. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
I am pleased to see your order is with BJS and delivery is scheduled for the 22nd.
Thank you for your patience and bearing with us. 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
“DUSK order S21814969 hasn't arrived and no contact from Dusk, no answer by email and long wait times on the phone. Would appreciate a clearer understanding of the status of my bed, I have a broken ankle and no bed!”
changes
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. These issues have now been resolved. We are extremely sorry that you were impacted by these issues.
Please be assured that your order has now been requested as a priority dispatch.
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
“Order no S21775102. Ordered one month ago. No delivery to date but the worst is Dusk do not advise you when if ever it will arrive. There is no information on the status of the order. Phoned but got put on hold. I wonder if Trading Standards are aware of the communication problems. Meanwhile I get bombarded nearly everyday with Dusk emails promoting their products. I want a UK company to be a success but the communication has to be better.”
Hello,
I am so sorry you are without your order!
I have taken a look into your order and can see that at the time of placing your order, our website unfortunately did not update in time to reflect your item has been purchased on a pre order basis.
I am so sorry for the inconvenience this may have caused! I can see your item is expected to return to stock and have an estimated delivery date of the 21st July.
If you would prefer not to wait for the item to be back in stock, I can request for our team to cancel this from your order and process a full refund for you.
Alternatively, if you are happy to wait, we will dispatch it to you as soon as it is back in stock.Â
Thank you for your patience, my apologies once more.
- DUSK Resolution team
“Perfect item, so happy with it. It took 10 days and had to contact customer service and I understand they encountered some issues and that was the reason of the delay. However, excellent delivery and product fully assembled. So I couldn’t be more happy! Well done!”
Hello,
Thank you so much for taking the time to share your kind review!
We are so happy that you've enjoyed your DUSK shopping experience, we will be sure to continue this level of great service!
- Colin 😊
“I ordered a bed frame a few weeks ago, had no contact from anyone whilst I've tried to contact their team multiple times. My order number is S21812017”
Hello,
We 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.Â
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 have reached out to our warehouse and requested that your order be dispatched as priority.
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 bed 14 days ago, since then I’ve heard nothing from them in regards to delivery! I have contacted them and not heard back I would like to know when on earth my bed will arrive as I am currently waiting for it to move house!!”
Hello,
We 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.Â
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.
On further review I can see your Ascot bed has now dispatched to Rhenus. You should have now received a dispatch confirmation. Rhenus will be in contact with you shortly to arrange a delivery date.
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
“Dirty bed, no help switching over, 2 months of stress...promised a phone call that they still wont provide. The morning of a delivery to give me a new headboard after two months of arguing, they change the appointment time and I have to miss my physio that I have paid for already”
Hello,
I am truly sorry to learn of the experience you have had with your recent DUSK order and delivery, 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 has fallen short of our usual standard. If you have highlighted any quality issues, then this should be resolved within a timely manner.
Please know that we take your feedback seriously. I will investigate in more detail and ensure this is resolved.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
Hello,
Thank you so much for taking the time to share your kind review!
We are so happy that you've enjoyed your DUSK shopping experience, we will be sure to continue this level of great service!
- Colin 😊
“Wouldn’t use this company, customer service is beyond useless. Ordered and paid in full for a sofa. Took 8 months to finally get the complete sofa. Several deliveries days and numerous emails to get the company to collect the items wrongly delivered and the correct items delivered. Had to use annual holiday allowance and the only compensation offered was £100 after offering £70 at first”
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. I am pleased to see your order has now reached you and hope you are happy with your new Brooklyn purchase.
DUSK Resolution Team
“I am extremely dissatisfied with the company DUSK. I placed an order over 7 days ago, paid in advance, and have yet to receive any response or update on the status of my order. It is unacceptable for a company to treat its customers in this manner, completely ignoring any attempts at communication.
I am publicly requesting the cancellation of my order and an immediate refund of the amount paid. It is regrettable that I have to resort to a public complaint to try to resolve this situation, but DUSK's lack of communication has left me with no other choice.
I advise anyone considering purchasing from DUSK to reconsider. A company that does not respect its customers and fails to respond to support requests does not deserve trust.
DUSK, I await an urgent response and the return of my money.
Sincerely,
Ricardo”
Hello,
We 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.Â
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.
We can see that your query is being handled and a full refund has now been processed.
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
“absolutely terrible company. sold me a faulty couch in dec 2023. couch became faulty, took 3 months to replace the part, replacement was also faulty! their delivery driver damaged my exterior door and frame (caught on cctv) and Dusk are COMPLETELY ignoring me. so im £1100 out of pocket, faulty sofa and a faulty door! they wont even reply with the information i need to allow me to pursue this legally with a money claim.”
Hello,
I am very sorry to learn of the delivery 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 our team are now currently in contact with you.
Thank you for your patience.
DUSK Resolution Team
“Ordered bar stools 4th May. Was told delivery date then cancelled last minute. No correspondence nothing. Customer service rubbish. Feel like I've been robbed.”
Hello,
I am truly sorry to learn of the experience you have had with your recent DUSK order and delivery, 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.
Our Carriers and Credits team are currently investigating and will be in touch shortly to resolve.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
Hello,Â
We’re extremely sorry to hear of the negative experience you’re having with us at the moment. This is far from our usual standard and not the level of service customers would typically receive from us.
We have recently implemented a new warehouse management system and have unfortunately experienced some technical issues in the process. As a result of this we're sorry to advise that some orders have been delayed.
We can now confirm that these issues have been resolved and we are now in the process of working through the backlog of orders that were affected, as a matter of urgency. Rest assured, we're working to dispatch all delayed orders as quickly as possible.
Our customer service team are working hard to provide updates to all customers who have had their orders delayed and will do their best to give a view as to when the affected deliveries can now be expected. Your patience in awaiting an update is greatly appreciated.
As a result of these issues, our customer service team are experiencing a high volume of queries which is also impacting wider response times, including for customers who are not affected by the delays. Again we ask you to please bear with us and assure you that our normal five-star service will soon resume.
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 so we can investigate this further.Â
Kind regards,
DUSK Resolution Team
“Ordered a bed 10 days ago have had nothing to say with it will be dispatched or delivered! Contacted through email several times no response!! No number to call either”
Hello,
We 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 on the 7th June by BJS.
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
“I am taking legal action with Dusk, I have paid for my product and they won't deliver it to me. They are ignoring emails from me and the delivery provider. Worst company - do not buy anything from them”
Hello,
I am very sorry to learn of the delivery 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 investigate in more detail and ensure this is resolved for you promptly.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
