“Update on my previous review on trust pilot
Colin from dusk contacted me after my initial one star review and didnt really do much to improve on the delivery date
Finally got the delivery date for my order over 2 weeks after it should have been here, the box turned up with the wrong item inside. They have sent me the linen version of the footstool i order instead on the boucle. I've now been on hold for 45 minutes trying to get through to their customer service and they just cut off my call.
Awful experience all round. Dont order from this company”
Hello,
Thank you for your update and further review.
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.
Your original order was requested and confirmed as priority. We have recently implemented a new warehouse management system and have unfortunately experienced some unforeseen technical issues in the process. As a result of this we're sorry to advise that some orders were 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.
I am pleased to see a replacement order was raised and has now reached you.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Beware of purchasing as aftercare is 0
DUSKs after care get a bad rap and I can now confirm that this is justified!
I purchased 2 Soho sofas from DUSK one 2 seater and a 3 seater sofa bed. After 2 weeks of usage I noticed that the 3 seater had some quite obvious material rippling on the front body of the sofa. On further inspection you can see that the material is lax and has not been pulled tight enough. There is no rippling on the right side or on the 2 seater. This is clearly poor workmanship on this one sofa. I have looked at countless pictures of the sofa online and can not see this rippling on anyone else’s sofa.
I emailed DUSK with photos, nearly a week later I get a response. The response was it is not a fault and it is personal preference???? What does that even mean? This is not personal preference this is clearly a fault. They go on to say if it had not been used they would refund or swop but because it’s used they won’t. This fault became apparent from usage of it has looked like that on delivery I would have returned and asked for a replacement.
Please be wary of purchasing from them because they wipe their hands of you once sold. I am one of many people on here who have had issues after the sale and not got support. I will most definitely be taking this further as I am 100% confident this is a poor workmanship error and not “personal preference””
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.
We expect customers to have perfect items from us. On further review, I can clearly see this was handled incorrectly, my apologies. Please know that we take your feedback seriously and I am pleased to see a full replacement sofa has been raised.
Thank you for your patience, my apologies once more.
- Colin
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.
I am sorry that your recent experience led you to cancel. A full refund has now been issued.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Disgusting customer service, ordered in March on the 5 day delivery promise! Ha joke! Have sent numerous emails and just received automated replies...hugely disappointed in Dusk and actually feel like I have been robbed! Waiting on someone to actually respond and offer a resolution.”
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.
I am pleased to see your order has arrived and reached you on the 23rd April.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Horrendous!!! No customer service and they do not respond to emails!
Originally ordered 2 beds and one mattress they delivered one bed and one mattress on the 27/3 after complaining on every email I was told that a replacement bed would be sent ( on a different order no) as PRIORITY!!! That was 29/3!! I have had no communication from them since.
I have sent endless emails and only receive the automated response.
Effectively they take your money and run!”
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.
I am pleased to see your order was delivered by BJS and reached you safely.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“If only I could give zero stars.
No updates on delivery, when emailing I was informed it would be delivered on the 12 April, when I asked for the delivery times, they said actually it will be dispatched on the 12th, so delivery could be a few days from then.
When I asked to raise a complaint and speak to a manager, the person rang me and told me they would upgrade the order to be dispatched on the 12th.
Having been distracted by work, I hadn't realised she said dispatched and thought the lady said delivered, so there's no actual upgrade, just glossing over the exact same scenario! Very very disappointed with the service.”
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.
I am pleased to see your order has arrived and reached you on the 16th April.
Thank you for your patience, my apologies once more.
DUSK Resolution Team
“Horrendous company, have been waiting 6 months for my delivery. Try complaining and get the same automated responses. Effectively stolen from. DO NOT BUY FROM DUSK.”
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.
I am sorry that your recent experience has resulted in cancelling your order. A full refund has now been issued.
Thank you for your patience, my apologies once more.
- Colin
“Awful service, truly up there with the worst.
The bed I received was broken. I notified them of this on 24 March (today is 11 April). I still have that broken bed. No-one replies to emails or social media posts.
If you leave a review on trustpilot, it seems to prompt a response, they promise you they’ll sort it but then nothing happens.
Genuinely stunned at how abysmal this experience has been. Do not order from them.”
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.
I can see your replacement order was raised by Jasmine on the 2nd April, again I am deeply sorry that this was not received due to the dispatch issues.
A refund has now been issued by our team. Thank you for your patience, my apologies once more.
DUSK Resolution Team
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.
I am glad to see your order has now reached you and delivered on the 14th April.
Thank you for your patience, my apologies once more.
Kind regards,
DUSK Resolution Team
“Ordered a sofa in January with a delivery period of the first week of April. Was happy to order and wait despite never seeing the sofe because it was a good price.
I arranged to work from home to recieve the sofa and was just waiting to be alerted about the order being dispatched.
The delivery time period has now passed and I am now into 72 hours of trying to contact DUSK via their website, email, twitter and facebook with no reply.
All I have found is countless other customers reporting the same experience which is extremely worrying.”
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 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
“Shocking customer service. Nine days after purchase, no dispatch notification. Chaser email ignored! Terrible customer service and extremely poor dispatch and delivery. This is not in line with what competitors are delivering to their customers.”
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 which has led you to cancel your order. Please know that we take your feedback seriously, and we are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
- Colin
“Useless company. I ordered a bed in January and it's April now. Still no sign of it. I've rang them many times and nobody answered the phone. They keep saying the average waiting time is 12 minutes. I hold the line for 50 min every time.😡
Also I've sent them an email saying that I want to cancel my order but NO REPLY AGAIN!!!.
Customer service is absolutely useless.
I HIGHLY DO NOT RECOMMEND THIS SCAM 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, and we are committed to providing a better service next time.
I can see our team have now been in contact and a full refund has been issued.
Thank you for your patience, my apologies once more.
- 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 are committed to providing a better service next time.
As you have not left any contact/order details privately on your review, I am currently unable to investigate and reach out to you.
- Colin
“I ordered sheets two nearly two weeks ago and there was no 5-day dispatch as promised. None of my follow up emails have been answered. Seems my issue is trivial compared to what people are experiencing below. If there's no communication, I will open a bank dispute case as well.”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I am pleased to see your order was dispatched on the 14th.
Thank you for your patience, my sincere apologies once more.
- Colin
“Seems like a lot of customers are experiencing the same thing with this company. They never answer calls, leave you on hold then after 30 mins hang up and say there’s no agents available to take your call. Iv been messaging on instagram, emailing all last week and not responding. My order is just showing unfulfilled and I’m waiting to know when/if I will ever get my bed and mattress, if not I want to cancel. Wish I’d never ordered from them”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I pleased to see your order has now been delivered on the 17th.
Thank you for your patience, my sincere apologies once more.
- Colin
“I am writing to express my extreme dissatisfaction with the handling of my recent order, which was placed on March 24th. According to their website, the items were to be dispatched within 5 working days. That was the main reason why I chose Dusk and specially these items. However, it has been well over that time frame, and I have yet to receive any updates regarding the status of my order.
On April 4th, I called their customer service line to inquire about the delay, which I had to wait literary 3 hours on the phone. I was assured by their advisor, Isabella, that my order would be dispatched that day and I would receive an email. By the way, she did not give my any reason why my order has not been dispatched already even though it was in stock. Unfortunately, despite this assurance, I still have not received any information or updates about my order.
I tried to call them on the 5th of April, waited on the phone for another hour and no one picks up. It says, “if you do not want to wait on the queue, we promise to give you a call back” and no one calls you.
Due to this delay, I was forced to purchase a new bed and mattress from another retailer to meet my immediate needs. This has resulted in additional expenses and inconvenience on my part along with my client was frustrated and has not paid my money because of this issue.
Worst experience I ever had with a company. It is almost impossible to reach them. Very unprofessional. I think they should change 2 letters on their name. I definitely would not buy from them again.”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
Thank you for your patience, my sincere apologies once more.
- Colin
“Ordered over easter, delivery times are not accurate, since ordering i’ve had no contact from DUSK about dispatch and have even emailed asking for a rough time frame- i have been sleeping on the floor for months and was hoping it would arrive promptly. Not sure how to get in contact and whether or not i’ve just lost my money”
Hello,
I sincerely apologise for the disappointing delivery experience you had with your recent DUSK order. This is not indicative of the high standard of service we strive to provide.
At DUSK, ensuring a seamless and exceptional experience for our customers is paramount. We deeply regret that your recent interaction with our services fell short of your expectations. Please rest assured that we take your feedback seriously, and we are fully committed to resolving this matter promptly.
I am pleased to see our team have now been in contact to provide an update.
Thank you for your patience, my sincere apologies once more.
- Colin
“Ordered from Dusk on several occasions now and the service and delivery gets worse and worse - waiting 5 months for pillow cases with no communication is not good enough, I will not be returning”
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.
Any item which is purchased on preorder or experiences supplier delays should prompt us to provide an update or suitable resolution, I apologise for falling short on this occasion.
Please know that we take your feedback seriously, and we are committed to providing a better service next time.
Thank you for your patience, my apologies once more.
- Colin
“Legal Action
This company clearly have been taking advantage of their customers. Taking their monies and leaving them in stress and despair. I have read countless and countless reviews of people telling the same story of not receiving their items… after being promised 5 day dispatch.
I ordered a bed almost 2 weeks ago. Sold my bed, because I was told my bed will be dispatched in 5 days. My emails go unanswered and my instagram messages go unanswered. But dusk is active on social media platform drawing in unsuspected customers.
This company is acting in a fraudulent manner and I’m curious to see what the police, Trading Standards and National Cyber Security Center have to say about it. I recommend you to all do the same. Because this is not Just!
I suffer with a bad back due to spinal injury and I’ve been left to sleep on the floor, with no money for. New bed because you took it, sold me a lie and now refuse to update me on the matter.
I have 30,000 followers on social media in the UK and I will be making a video warning people of how untrusting and unethical this company is. I have now disputed the payment with my bank. And will be suing the company because my back is now worst from sleeping on the floor.
To anyone still willing to buy from DUSK please use your credit card to make the purchase that way it’s easier to dispute the payment and you can get your money back faster. Back most importantly avoid DUSK at all cost. I own a hair salon and see around 40 people each day. Almost half of them have a bad experience with dusk. Think about that.”
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 pleased to see your order has now been delivered, my apologies once more for the dispatch delay.
- Colin
“The bed I ordered was delivered on 26th March, it is badly damaged. I have emailed 6 times since 28th March and not had a response. I am extremely frustrated that I have spent £350 and have not been contacted to arrange collection and a refund. Terrible company, no way of contacting other than email.”
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 pleased to see our Carriers and Credits team have now been in touch and arranged your collection. My apologies once more.
- Colin
