“everything about this company is shocking probably foreign company or workers, low standers no idea how to run a company just happy to rob you dont dont buy,,,, utter rubbish ......”
“Absolutely no customer service, do not order from this company. They take your money, advertise in stock when it clearly isn't and it is impossible to get a response from them. I will never order from them again. Forced to log a dispute with my credit card provider with evidence of unanswered emails.”
“IS THIS A SCAM????
STILL NOT DELIVERED 4 WEEKS ON.
4 weeks after ordering a dog pillow it hasn't arrived and there is no way of contacting them apart from the website form. I have filled the form out twice in two weeks and only had one auto-generated reply with no help whatsoever.”
“we placed our order on 19th April 2024 and delivery was arranged for 12th May 2024. When the delivery van turned up, the driver informed us he did not have our sofa bed on the van, due to a 'warehouse issue'! we have since heard absolutely nothing and have had to cancel a family get together this weekend as we have no spare bed for them to sleep on - DUSK really need to get their act together, customer service is non existent, there is no number to call and all emails are replied to by stock 'computer' responses. DO NOT USE THIS COMPANY....”
“I ordered a bed in March and received it within a reasonable time frame. However the bed frame was faulty and I needed replacement parts. I had to send video evidence before they would replace the parts. Then, after they watched the video they sent the wrong replacement parts! Now weeks later I am still waiting for the promised replacement despite being assured by several members of staff that they are being sent as a priority. I am disgusted by their lack of customer service. That have had my money since March and I have a bedroom full of useless bed parts. I am considering contacting Watchdog on BBC as after looking at the number of similar complaints on here I can see I am one of many unhappy customers.”
“I'm unbelievably disappointed in the service I've recieved here from this company, customer service is horrendous the worse ive ever dealt with I'd avoid this company at all costs.
I ordered two items in November 2023 during black friday, and I've still received neither yes 6 months later no products and they have had my money this whole time.
They have delayed delivery over 5 times. I'm now at the point where i have no idea when either item is arriving we all times have elapsed. Ive sent many many emails, been ignored for days, sent many autoresponses only to when i do get some sort of human response its terrible and still doesn't answer when i will recieve my items, just references warehouse issues. For 6 months!!!
Do better DUSK this is shocking”
“I ordered and paid for a sofa and footstool and despite it now being around 10 weeks ago, I still haven't received it, and Dusk only send generic emails, they never respond to my enquiries about my goods, and there's no phone number to call. It's extremely disappointing and terrible customer service. I urge people not to waste their time and money with this company. Completely against consumers rights, trading standards need to be aware they are taking people's money and not delivering on the contract. I'm absolutely fuming having waited this long and being left hanging”
“DUSK's customer service is really disappointing – they never reply to emails. Plus, the stuff they send is often damaged, and when they replace it, they get it wrong. Please think twice before buying from them.”
“I'm astonished that this company is still in business. My experience with them was dreadful and feels like a scam. My bed delivery was delayed without any updates. I couldn't reach them by phone, and they ignored my emails, even when I tried to cancel the order. I had to file a claim with my credit card company to get my money back.”
“I ordered a bed on 28 April and 10 days later, I had not received the anticipated "your order has been dispatched" email. I emailed Dusk and received an auto-generated response that it was actually 10 "working" days - this should've been stated on the initial email to avoid confusion.
By this point, I was worried about my order as I had seen several reviews declaring hugely delayed orders, a lack of communication from DUSK, or people receiving the wrong item(s). Therefore, I emailed DUSK asking for some assurance my order would arrived and asked for an estimated arrival date. They claim to send a response in 24 hours, but I did not receive one.
That being said, by what feels like a miracle and tremendous luck, I did receive my dispatch email within 10 working days, and received my order a couple of days later without any issues. I love the product. However, I don't think I will be ordering from DUSK again. Whilst I was one of the lucky people who did not have to wait a long time for their order, the increasing number of poor reviews worried me, and DUSK were not able to provide assurance as I did not receive any communication from them, apart from an auto-generated one, despite trying to speak to someone within the team.
I hope to see more positive reviews in the future. The quality of my item is great, as was the price, but the customer service (or lack of) really lets DUSK down.”
“I ordered two beds from Dusk in March. They were supposed to be delivered weeks ago, but it’s now been almost 7 weeks and we are still waiting. It is almost impossible to get through to customer services, and when I finally got through I was advised to cancel my order and start again, as one of the items I wanted was now out of stock (it wasn’t when I placed the order). I reluctantly agreed to compromise on the colour I wanted to receive the beds (my 5 year old daughter has been sleeping on the floor for weeks!) as I was told it would be dispatched within 5 working days… 2 weeks later and still nothing. No one answers the phone, no one responds to my emails. And they are still sending me daily offers for discounts on the beds I ordered nearly 2 months ago, rather than fulfilling their current orders first. Terrible company, terrible customer service. Avoid!”
“I feel so stupid that I did not find this review page before I wasted money on this site. Now, I have no bed in my apartment and a pregnant guest sleeping on the floor. I have sent emails, twitter messages, Facebook and Instagram messages. There is no number to call. I wish I could see if anyone actually got their items. I am going to carry on hunting for this company as if they stole my money GOD HELP THEM!”
Hi Darryn,
I am so sorry that recent issues and reviews have led you to loose faith in DUSK.
To offer clarity, 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.
In regard to your order placed on the 2nd May, this has not been affected and shipped within our policy timeframe noted on our delivery page.
I am pleased to see BJS have since made contact with you and your delivery is scheduled for the 17th.
Thank you for your patience.
- Colin
“Avoid this company! They will take your money, won’t update you to advise a delivery date, can’t get through on the phone, ignore social media posts, ignore all emails, ignore your request for a refund! Meanwhile my money is sitting in their bank account and I’m sleeping on the floor!
I have had no option but to report to trading standards, BBC Watchdog and try to get a refund via my bank. Next stage if this doesn’t work will be a small claims court!
Dusk I suggest that you start contacting your customers and responding to their complaints!! Absolutely disgusting service
Order number S21740253”
“I ordered 6 items costing over £600. I received 1 of the 6 and am still awaiting the other 5, over one month later. I have contacted Dusk 3 times on email and have heard nothing.”
“I ordered by garden furniture, they arrived on the 29th April and on the same day I asked for a return pick up because their furniture is simply not good.
It is 10th May and I'm living with 5 enormous boxes inside my house. They initially replied to my email and confirmed the return requests. However after that, no respond at all. I feel like this whole company is a scam.”
“I ordered a table on April 9th and paid £349.99 which includes postage. On Sat 27th April four table legs were delivered - no table top. I have emailed numerous times but with no success. I have tried phoning but despite waiting for 2 hours I haven’t managed to speak to anyone. Customer service is non existent! I will now contact my credit card provider to initiate an attempt to claim a refund. This company is a disgrace. My money has been stolen and it seems there is nothing I can do to contact anyone.”
“I wish I could give your company a - 1 we have emailed over 4 times and have been hanging on the phone for hours listening to your music why is it so hard to speak to any one”
