“Oh my god I wish i had researched this company before i placed an order in April 2024. The customer service is appalling. no communication, unable to get a straight answer. ordered a kingsize bed and 2 arm chairs. taken my money but no furniture. the items were expected to be delivered in May 2024. then i was informed this was going to be delayed and likely to by June/July after numerous attempts to make contact they have now told me it they have the bed but the armchairs are expected in mid september 2024. then its a further 10 days to deliver if the delivery company gets in touch. if you order more than one item they will dispatch both at the same time. My wife and I are currently sleeping on the floor as we were expecting the new bed in June and disposed of the old one. We are both in our mid 50s, not in he very best of heath and we now have this uncertainty over us. this cannot be right. we have worked very hard for this furniture and i have no idea when the items will arrive.”
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.
We will always provide customers with updated preorder delivery timeframes. We fully understand that any delays are inconvenient and new dates may no longer be suitable. I can see these updates have been issued. We would never want you out of pocket and will always provide a full refund on request.
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
“Wouldn't even give 1 star if i could. Placed a pre order on the 22nd of june for 3 seater Brooklyn sofa, which was to be delivered between 8th to 12th july. order number S21843785. i have left 2 emails but get an automated response. i have tried calling them and both times at 42 mins my calls gets cut off saying no agent is available to take your call. the customer service is absolutely appalling. That's over 80 mins of my time wasted and having to listen to that awful music. On their website it shows my order is waiting to be processed since the 22nd of july.”
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 sorry that your recent experience has led you to cancel your order. A full refund has been issued.
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 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 will always update customers with new preorder timeframes, however we fully understand that new dates may no longer be convenient. On request, we will always offer a refund which I can see has been issued.
I am sorry that you recent experience led you to cancel your order.
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
“Ordered a bed and it was delivered within the ten days as stated, I was informed of a delivery date via text, e-mail & WhatsApp, I was placed a 3 hour time, 9-12 and delivery was at 9.50, there was a slight minor problem of a back seam on the bed that needed to be stitched back, I did this but also sent a photo to customer service, they replied immediately and offered a discount which I accepted. In all I received really good service from Dusk, the bed is a good quality for the price, very happy customer.”
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. I apologise for the issue highlighted with a seam on your bed, however I am pleased to see our team looked after you well!
We will be sure to continue this level of great service!
- Colin 😊
“Placed an order in may (S21782992). It's been confirmed but I'm still waiting for a delivery date. Communication from the company is appalling, when you contact them you wait at least 5 days for a reply, then they just fob you off and say they will be in touch when it's on the way, absolutely no idea when that will be. I'm currently trying to get through on the phone, using a phone number that's almost impossible to find, not very hopeful at all. I wouldn't recommend ordering anything from this company at all!!!”
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.
On further review, the estimated delivery timeframe is the 21st July - 25th 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
“Order number: S21801787
We ordered two sofas from Dusk at the end of May. Estimated delivery for both sofas was early July. Since we placed an order there was no communication from dusk on the progress of our order. We sent numerous enquires to the email address provided on the website and received automated replies that dusk will only be able to provide updates past estimated delivery date. We then received an email stating that there’s a delay and our new estimated delivery date for one of the sofas is now August 2024. There was no mention of the second sofa. We enquired about it over the email and there was no response.
After numerous attempts to obtain a phone number (don’t think it should be that hard to get a customer service number..) we’ve been told over the phone that the email was sent to us by mistake and the order is ready to be shipped. We’ve been in multiple conversations with the customer service over the past 5 days and all we’ve been told that they are ready to ship our order, it was marked as urgent and it will be delivered to us asap.
It’s almost mid-July and we are still waiting for our sofas. As it stands customer service is not providing us with the accurate information. They don’t provide us any contact information of the warehouse and we are in the dark about what is happening to the sofas that we paid for. One of the customer support representatives kept talking about some mystery department that is dealing with “situations like this” who is supposed to contact us this week.
We recently moved into a new flat and we specifically ordered sofas well in advance of our move-in date. It’s been over 30 days since we placed our order and we have zero understanding about what is happening with the sofas we ordered.
At this point it feels like a scam. Also, they have fake reviews on their website with exactly the same photos being used for multiple reviews but with different names.”
Hello,
Thank you for your 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.
All reviews are genuinely left by customers, and we have no control over them. Like any retailer using a review platform, the reviews are strictly regulated and monitored behind the scenes. We rely on authentic customer feedback to improve our services and to reach out to customers who need further assistance.
Upon further review, I am pleased to inform you that your order is with Rhenus and is scheduled for delivery on the 19th.
Thank you for your patience, and I apologise once again for any inconvenience caused.
- Colin
“Order number: S21801787
We ordered two sofas from Dusk at the end of May. Estimated delivery for both sofas was early July. Since we placed an order there was no communication from dusk on the progress of our order. We sent numerous enquires to the email address provided on the website and received automated replies that dusk will only be able to provide updates past estimated delivery date. We then received an email stating that there’s a delay and our new estimated delivery date for one of the sofas is now August 2024. There was no mention of the second sofa. We enquired about it over the email and there was no response.
After numerous attempts to obtain a phone number (don’t think it should be that hard to get a customer service number..) we’ve been told over the phone that the email was sent to us by mistake and the order is ready to be shipped. We’ve been in multiple conversations with the customer service over the past 5 days and all we’ve been told that they are ready to ship our order, it was marked as urgent and it will be delivered to us asap.
It’s almost mid-July and we are still waiting for our sofas. As it stands customer service is not providing us with the accurate information. They don’t provide us any contact information of the warehouse and we are in the dark about what is happening to the sofas that we paid for.
We recently moved into a new flat and we specifically ordered sofas well in advance of our move-in date. It’s been over 30 days since we placed our order and we have zero understanding about what is happening with the sofas we ordered.
Total mess of a company.”
Hello,
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 that we can investigate this further.
Kind regards,
DUSK Resolution Team
“Do not order! I have waited several months now and made an order in December it is now July and need this order sent out as soon as possible. All the staff in dusk keep mentioning to wait 48 hours but it’s been almost 8 months now. I can’t stress enough about how difficult this situation has been. I have received emails saying they will respond within 48 hours and once someone gets in contact they say they will investigate and they have been saying this since April??”
Hello,
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 that we can investigate this further.
Kind regards,
DUSK Resolution Team
“Have to agree with all the negative comments, Delivery promises are broken and to expect me to await until late September from a early July delivery is unacceptable bearing in mind the goods have already been paid for.”
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.
We understand that new delivery dates may not be convenient, we can of course cancel your order and provide a full refund on request. We would never want customers out of pocket. On further review, I can see a refund has been issued.
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
“Been waiting 7 weeks for my order. Poor communication. When will I receive it? You keep stating on your feedback to customers that it doesn’t reflect Dusk experience. That is a false statement based on the large quantity of concerns from paying customers on Google review, Trust Pilot and social media outlets. Your generated response is a growing concern for customers and whatever operational issues you’re having should not be putting customers at a financial disadvantage!”
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 sorry that your recent experience has led you to cancel your order. I will ensure your refund is actioned today for you.
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
“WORST CUSTOMER SERVICE!! PLEASE AVOID
Placed an order S21830688 on 14th June for Goose down duvet and bed set. Was advised 10 working days to delivery. This was a gift for friend and I paid £100 but to date (8th July) it still hasn’t arrived. I have emailed 2 times and received automated replies. No customer service number to call.
I would like to get a refund so I can purchase another gift for my friend.”
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 me the opportunity to reach out and make this right as best possible.
- Colin
Hello,
I am very sorry to learn of the experience you have had with your recent DUSK order which has led you to leave another review, 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 cancellation request has been raised and your full refund will be with you as quickly as possible.
- Colin
“AVOID AT ALL COST! Huge Delays and Incredibly Bad Communication
I ordered three sofa items and two bedroom furniture pieces on April 10th. It's now been three months, and I'm still waiting!
Issues Faced:
Delays:
At the time of ordering, only one item was marked as unavailable until May, which I was prepared to wait for. However, none of the items have arrived.
Communication:
Reaching customer service by phone is impossible, and emails take three weeks or more for a response. The responses I did receive were inconsistent and conflicting.
False Promises:
I was initially told my items would arrive by June – nothing arrived. Then I was promised July – again, nothing. Now I'm being told August.
Partial Dispatch Confusion:
I was told at one point there would be a partial dispatch of my order, and then another email contradicted this.
Refund Issues:
I requested a partial refund due to the inconvenience and was initially told this would be arranged once delivery was confirmed. Later, I received an email stating no compensation would be provided, and I could only cancel my order, which I found extremely insulting.
Requests:
- A sufficient response and clear communication.
- A confirmed delivery date.
- A partial refund for the inconvenience caused.
I hope you can resolve these issues promptly, so I can turn this negative experience into a positive review.”
Hello,
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.
Our customer service team have been working hard to provide updates to all customers who have had their orders delayed and your patience in awaiting this has been 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.
We can see information regarding your order has been relayed, please do respond to our team's correspondence if you require any further information or assistance.
We kindly ask you to please bear with us and assure you that our normal five-star service will soon resume.
Kind regards,
DUSK Resolution Team
“Everything from communication to lack of updates on pending shipments. Customer service does not reply. From all the reviews I see, I’d say this company’s reputation precedes them!”
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.
As no contact or order details have been left privately on your review, I am unable to locate your order and reach out to you. If your query is still not yet resolved, please reach out to us at help@dusk.com.
- 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.
I am sorry that your recent experience had led you to cancel your order. Please know that we take your feedback seriously and we aim to provide a 5 star service next time.
- Colin
“AVOID.
Ordered a Sofa on the 24th May, advised 10 day delivery and still not got it. 2 scheduled deliveries and none have turned up.
After the first fake 'attempted' delivery, as we were in all day as both of us work from home, got notification that we would need to pay £30 to arrange a new date. Had a nightmare trying to get in touch with Customer service. Finally to be told that they don't deliver to my area, which means there was no delivery attempt and they would need to refund.
Then got a Paypal request for the £30 to redeliver. Which we paid then called customer services again to query only to be told something completely different that there was supply issue, warehouse issues and at no time was our order out for delivery and were assured It would be now. the £30 was refunded and 2nd delivery was set for today between 6.30am and 9.30am. Guess what? NO DELIVERY.
I would avoid. Supply issues, warehouse system issues, delivery scams for extra payments.”
Hello,
I am truly sorry to learn of the delivery 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.
I have reviewed the delivery images uploaded by the driver on the 21st June, which confirm a large grey gate. These can be provided on request. That being said, the driver should have made every effort to deliver, I am sorry.
I am pleased to see your order has now reached you and the redelivery fee charged by Rhenus has now been reimbursed.
Thank you for your patience, my apologies once more.
- Colin
“The pair of Supreme Goose Down Super king size pillows arrived safely but rather late. These pillows seemed very heavy and when I put them into the cases (correct size) they seemed very firm and far from "medium" softness. I think they were over-stuffed. I have tried to complete a return form but because I have lost the original packing, I am frustrated by the system which keeps referring me back. At 85 I can't cope with this and there seems no way for me to contact Dusk. Pillow cases from same supplier were perfect.”
Hello,
I am sorry to see your pillows were not as expected. At DUSK, we expect customers to be completely happy with their purchase. As a best-selling item, I am sorry that your purchase did not meet expectations this time.
I can see Lily has made contact with you in regard to this. Your refund will be with you as quickly as possible.
Thank you for your patience.
- Colin
“The order takes over a week to arrive.
There is an item missing.
I had to email 3 times to then find out it was out of stock and would have to wait
10 weeks.
What a joke.”
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. I can see our Carriers and Credits team have now cancelled your missing topper and provided a refund.
Thank you for your patience, my apologies once more.
- Colin
“Terrible…. Previously ordered numerous items always an issue. I have requested a refund due to being overcharged but they wouldn’t make the difference up. Which is fine but very short sighted! Do not buy! Worse customer service ever, even when given numerous opportunities to rectify.”
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 me the opportunity to reach out and resolve this for you.
- 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 and we will aim for a 5 star experience next time.
- Colin
