Dusk Reviews 445

Purchased a bed frame and mattress just over a year ago, The bed was for my daughter who is at university and so uses it occasionally when she’s at home in the holidays. The wooden slats have become disconnected from the base through bad design of the frame, and still pop out even when reconnected.Customer service was poor and not bothered in to doing anything.

Bedding set purchased 6 months ago is no longer a set - it's mix and match now as the pillows are completely different colour as the duvet colour. According to the Dusk specialists, it's an aesthetic issue. No kidding! Except it's an aesthetic issue nobody wants...
I expect the matching set to remain matching until the end of its days.
As it's now more than 6 months, Dusk is not taking any responsibility.

One Star – 19 Weeks Later, Still No Missing Part

I’ve been waiting over 19 weeks for a missing drawer front for the Nell 5-drawer chest, which was not included in the original delivery.. Despite multiple emails, repeated promises, and vague reassurances from DUSK customer service, I still have no confirmed dispatch date and no resolution.

The communication has been frustratingly slow, repetitive, and ultimately unhelpful. Each response is a variation of "we're looking into it" with no real action. I've been left with an incomplete and unusable piece of furniture for nearly five months.

Totally unacceptable customer service for what should have been a simple fix. I will not be purchasing from DUSK again and cannot recommend them based on this experience.

Poor quality and extremely bad customer service. Do not buy the ottoman providence bed as there’s a manufacturing problem. The headboard doesn’t sit flush and they won’t replace. I was offered £65 and that’s it! Bed looks a mess and cost a fortune.

It's a shame this company are so poor on delivery times and customer service, as it looks as if they make reasonably priced furniture.

Ordered April, 3 items, chased several times the delivery dates keep moving and gets further and further away. I would not recommend them.

DO NOT BUY FROM DUSK!!!! 12 months waiting for the correct headboard for my bed. I receive promises which are never met and generic emails of apologies which are not good enough. Reported to Trading Standards. DUSK - Do not add a standard apology letter as a response it’s meaningless.

After a catastrophic experience with DUSK where my partner and I were left sleeping on the floor for three weeks due to missing bed parts, multiple delays, and poor communication, the company finally delivered the part. But any hope of real resolution ended there.

They offered me a “gesture of goodwill” £150 voucher to spend on their site. I declined and asked for a refund to my bank account, they declined and said it will be split between £75 in cash and a £75 store voucher, despite the fact that I explicitly said I wouldn’t be shopping with them again. When I asked for the full amount as a refund instead, they refused, citing it as their “best and final offer.”

What’s worse? They arranged collection of their spare parts faster than they managed to send me the missing ones. Their priorities couldn’t be clearer.

Beautiful products. Awful service.
Never again.

UPDATE:
It took multiple emails, escalations, and a lot of persistence to even reach a point where compensation was discussed seriously. I was initially offered a voucher, which didn’t make sense considering the experience. But after pressing further, a partial refund of £150 was eventually issued to my bank account.

One bright spot in the entire process was Colin, a Customer Resolution Specialist who finally treated the situation with sincerity and care. He was professional and didn’t sound like he was reading off a script like everyone else.

One star is way too many for this 2 bob company, they are Garbage!!!! Mattress feather topper!!’ Garbage!!!! Feathers sticking out all the time, Our bedroom floor lols like I’ve been plucking chickens as there are so many loose feathers!!! Will be writing to trading standards!!!!

The sofa we got looks like the picture. Shame it's not fit for sitting on. The springs literally can be felt in every cushion. And the kicker? They replaced it. With the same terrible one!

I placed an order and it went past their estimated delivery time, i tried contacting them through their website & never received a response. After searching for a customer services phone number for them I called several times but was on hold for over 20mins each time before getting cut off! I ended up commenting on one of their Facebook posts saying how bad their customer service is & someone messaged me back straight away & got someone to call me almost immediately. They informed me that they have no idea when my order will arrive, I could wait 20 working days & my order may come or may not. I said, is it coming or not? They said no. They told me someone would email & they hung up. I didn’t hear from anyone, so I wrote back to customer services who said that my order had been cancelled & I’ll receive a refund plus compensation. Once again they told me that someone would email me but no one has!

I have emailed again several times since & had no response.
I have tried to message the customer services on Facebook but my messages now won’t deliver!

Today I received an email to say items in my order will be back in stock soon & I’ll be able to select a delivery date.
I don’t want the order anymore as I was told the order was cancelled & I have since purchased furniture from somewhere else.
I just want them to issue my refund, but don’t seem to be getting anywhere with them.

I think there customer service is terrible, I now have no idea if I’ll get my refund or if the furniture is going to arrive & I’ll end up with 2 sofas which I don’t need!

My advice would be avoid this company, terrible communication and not helpful!

Shockingly Poor in every way. Dont do what I did and be suckered in by the low sale prices, you get what you pay for which in this case is absolutely nothing at all because nothing has arrived! 3-5 days delivery my arse. Customer Service is only reachable by email which is like screaming into the void because you dont get anything back. Total con of a company, how they are still in business is beyond me. AVOID AT ALL COSTS.

AVOID!!!
Awaiting my order!!
Past the estimate date; emailed them, they were replying at first now it seems like they’ve stopped replying!
I was getting replies with “nothing” no updates.. eventually saying they “fell short in this instance” - no confirmation of anything! Placed the order for a sofa at the beginning of may - it was pre order so it was supposed to be updated with delivery or delivered from the 21st until 28th may it’s now June and still nothing.
The sofas are nice and look good but what’s the point of promoting and all if it’s not gonna be delivered and customer service ghosts you?

Ordered a shoe cabinet in their flash sale - it was a very good deal. Took a couple of weeks to be shipped, however once shipped delivered smoothly. We were given a time frame. Good experience!

Now to assemble!

should give less than one but not possible to leave feedback other wise no sofa came

Never buy from here don’t even deserve 1 star!
Ordered a bed that came without parts, unable to speak to customer service, fobbed off for nearly two months now with automated emails apologising but actually doing nothing
Stuck with a bed that is not fit for purpose

CANNOT GIVE A ZERO

Ordered a sofa that is in stock. Automated responses, sick of trying to call their IVR says 'operational and system challenges' thankfully I live in Leeds so will be making a visit.
Requested a refund and will be raising a complaint with British Trading Standards.
Shocking company and they have the audacity to send me marketing emails and text even though I have asked for my details to be removed.

Originally dates 3-7 working days for dispatch, here a month later and still not dispatched. Order delivery date still not expected for two months. No customer service to cancel order, so am stuck on the floor until they decide they can finally give me what I’ve paid for. Can’t even cancel and get a new bed because nobody responds to anything.

They said my goods had been dispatched. Evri says there is a delay a week later. Dreadful service will never use again. I have been a good customer in the past too.

Have tried customer service but no response.

Terrible customer service. Did not deliver item so i asked for a refund - they then sent me an email saying dispatched as a way of forcing me to accept late delivery. Have now asked for refund on all deliveries. They want to change £40 for refunding when i have not even recieved the item. No way of accessing customer service - con merchants !! Website is a labyrinth of avoiding customers and all emails are automated. THEY JUST TAKE YOUR MONEY and there is no way to refund or question your order !! STAY WELL CLEAR

DO NOT ORDER FROM THIS COMPANY.
I placed an order on the 9th of May for over £500 for several items, and made a payment.I have never had any communication, I have not recieved delievery, I have sent emails ( DUSK have never responded) ,made several calls waitied on hold for 30minutes, to be cut off each time once it gets to 30 minutes. I want to cancel my order and get my money back but cannot get hold of anyone to process this. Disgusting. Do not use.