Dusk Anmeldelser 397

have never dealt with such a frustrating and poorly run company.

I purchased two sideboards — one arrived with parts missing, making it completely unusable. That alone is unacceptable, but what followed was even worse. I spent FOUR consecutive days trying to contact customer service, sitting on hold anywhere between 30 minutes to over an hour each time, with absolutely no answer. Not once.

I also had a dining table on order to match, which I was told would be delivered within 2–4 days. It’s now well over a week later with no update, no delivery, and no communication whatsoever.

Emails are ignored. Phone calls go unanswered. There is simply no customer service.

This company used to have a decent reputation back when it focused on bedding, but since moving into furniture it has completely fallen apart. The drop in quality, organisation, and basic customer care is shocking.

If something goes wrong with your order — and based on my experience, it very well might — you will be completely on your own.

Avoid at all costs.

I would like to formally express my dissatisfaction with dusk services and the lack of follow-up and attention given to my case, as well as the apparent lack of priority towards customers when multiple errors have occurred in your logistics and operations.

It has now early a month, and I still do not have a delivery date for my parcel.

After the first week without any updates, I had to contact you myself to obtain information. I was then informed that there was a delay in logistics and was told that I would soon be contacted to confirm the delivery.
Days later, when I reached out again, I was told that one of my items was out of stock and would not be available until the end of April.

Following this, I was assured that the remaining items would be shipped within the next few days and that I would receive a confirmation message. However, nothing happened.
A week later, I contacted you again, and it was agreed that my order would be split into two shipments so that the available items could be delivered first. I was asked to allow two working days for delivery confirmation.

Today, after seven days, I have contacted dusk once more and am still being given the same response — to wait another two working days for confirmation.

As you can see, this situation has been exhausting and stressful. After nearly a month, I still have no clarity regarding my order, and my money remains tied up with dusk company.

I request urgent action on my case, either through a full refund.

I had an extremely disappointing experience with Dusk and would not recommend using them at all.

From start to finish, i have experienced poor communication and a complete lack of accountability. Firstly after waiting months for delivery i was advised that multiple items in my order were oversold after I had already paid. Then items - including a sofa was missing when delivery eventually took place! Customer service were unable to help locate the missing sofa and I was left ping ponging in between the just as useless delivery company and dusk before the sofa was eventually reordered and delivered weeks later.

I had to retun one armchair from my order, over a week has passed and I have still not received a refund, despite receiving confirmation that this has been received back and chasing this up several times.

Most concerning of all, I was told that my formal complaint would not even be investigated until all issues were “resolved”. This completely defeats the purpose of a complaints process and effectively removes any meaningful escalation route for customers.

Overall, this was and continues to be a stressful, time-consuming and frustrating experience that required constant chasing just to correct repeated mistakes made by Dusk. You cant get help from customer services who just send canned responses rather than actually helping customers.

Based on my repeated terrible experience, I would not recommend ordering from Dusk.

Still waiting on a response
Dreadful customer service
Automated emails and false promises

Bed frame and mattress ordered only 2/3 boxes arrived. Courier (DX) blaming Dusk, Dusk blaming the courier. Useless

I bought a mattress for my holiday let and within less than 2 years (20 months) and not having had full capacity over that time in the holiday home, the mattress has developed a large lump on it. I have regularly rotated it. Contacted Dusk and they are not willing to repair/exchange or even look at the problem as the mattress has only a one year guarantee. Obviously it must be of inferior quality and not up to its purpose - very very disappointing.

I really wish I had seen this site before ordering. This is the worst organisation I have EVER dealt with. They sent me two WRONG drawer fronts for my chest of drawers and after several attempts to get replacements, all they could do is offer to send me a whole new chest of drawers and I'd then have to take the two bits I needed out and return the rest. Not only is this hugely bad for the environment (carbon footprint wise...with two extra journeys to deliver and pick up), but the item I then 'returned' to them would have two missing parts and would likely be binned.... plus, it would be a massivw pain in the bum for me to sort it all out. I also tried to explain to them that my father is in the last two weeks of his life, dying of cancer, and that I would be with him, at the other end of the country. So even if they did send a new chest of drawers, I would not be home to recieve them. They didn't care about this. So now I have a useless set of drawers and no suitable resolution. Absolutely shocking company... I repeat, DO NOT ORDER FROM THEM.

I wouldn't normally take time to write a review for this but Dusk have absolutely infuriated me today. I've been ordering with them for years, usually bedding / towels and occasionally some small furniture items. I've always been happy with the quality and price, not so much the constant spamming regarding offers.
I recently ordered some duvets which disappeared in transit with various different reasons given at the time but no real solution other than to order again. I waited a couple of weeks due to being out of the country and reordered last week, with an latest delivery estimate of the 19th. I got an immediate dispatch note on the 13th but haven't heard anything since. I'm travelling again from the 20th so I checked in with them to ensure I would receive the package on time. The agent responded first to say that yes, Evri had the parcel and then I got a further email to say they had refunded the order. I have had 3 different reasons given as to why they did they but no solution as to how I can get my package by the 19th. Apparently they feel that a free delivery code on something I had free delivery on anyway that they know won't reach me in time is an appropriate response. Ultimately their cheap products are not worth the messing about and terrible customer service if you have an issue so I wouldn't bother.

The quality of items and customer service of this company are appalling. Ordered a bed frame which after three weeks collapsed due to shoddy manufacturing. The customer service team confirmed they’d send replacement parts for the ones lacking structural integrity, and after having to wait a month for delivery, not all the replacement parts were delivered despite being assured they all would be. Awful service from the team, ignoring my follow ups and dragging out the situation rather than fixing it. They eventually agreed to a refund and are now not communicating next steps, truly awful customer service. Will not be buying from them again. DO NOT USE!!

Ordered 6x bath sheets and 2x handtowels in grey. All wlooked fine except 1 bath sheet. As i opened it and pulled it out i honestly thought i'd been sent a return. Threads sticking out everywhere it was a mess. Didn't want to pull them in case caused runs. Was offered £1.44 partial refund or a black towel that wouldn't match the rest. Because they sent me a sub standard item was made to feel like it was my fault. Awful customer service will never use again!!!

The bed I bought constantly squeaks as well as the slats falling down as well. I have put up with this for so long so contacted them. I sent pictures and they asked me which parts I needed replaced. It was only a few clips and a few new slats. Once I told them this they told me the guarantee had passed and they couldn't help. Couldn't they have told me before instead of asking which parts I needed? Won't buy anything again from them and a couple of friends have decided against as well.

Totally mis-sold me a product where the colour that arrived was entirely different to the advertised colour.
No responsibility, just automated responses. Human interaction would be nice.
£40 to make a return which is almost half the cost of the product…

I really wanted to love this sofa because the colour is beautiful and it looks great in the room. However, the assembly was a struggle; the bolt holes didn’t align properly, making it incredibly difficult to put together. Unfortunately, the quality doesn't hold up either. The velvet is already starting to pile on the arms after just two weeks. Worst of all, it is genuinely uncomfortable. As in, it is painful to sit on. It’s brick-hard, and the decorative buttons dig into you constantly. My teenagers have nicknamed it 'The Punisher.' If you need a sofa for sitting or sleeping, look elsewhere. It’s an aesthetic object, not functional furniture.

I bought a new mattress and bed frame last December and initial customer service and delivery was great (although they couldn’t get my headboard up the stairs without unboxing it so me and my husband had to do it!). However, the bed makes an awful noise and we need replacement parts - which we were told would be posted only to be told over a week later after chasing that the bed is now out of stock and so are the parts, so we now have to order a new frame in a different style as they won’t refund us! We still don’t know when that’s coming! And then, the mattress was faulty too but also uncomfortable so wed asked to return that in the 100 night guarantee. It’s taken 4 weeks to finally get that sorted and they’ve scheduled it on a day we’re not at home. As much as the customer team are nice enough on email, it’s taking forever to sort out what I feel should be a relatively simple problem (I’ve had to raise 3 cases to get to this point and it’s still not resolved!). I work for a company that has 4.8 trust pilot rating - priding ourselves on the customer experience. I’m not surprised dusk’s rating is so low based on the awful experience I have had! Will never purchase from here again

Quick to take your money, poor at delivering. Paid for next day delivery.. 2 days later still not here. Called them a couple of times.. spent 30min each time on the phone waiting for someone to answer. Surprise, surprise.. noone ever did.

Good solid furniture love my pieces chest of drawers came with a broken runner so contacted them got a quick response but now im chasing up the part to complete my room and im getting no reply tried calling on my break was sat for 37 mins no answer quite frustrating as my furniture is lovely other than the draw runner. After care lets down the fact they sell beautiful furniture

Item missing from my Granddaughter’s bedroom furniture. Tried to contact DX delivery exactly because of an item missing, not their problem will not answer took the tracking number off, sent emails to Dusk but no reply I’m actually on the phone to dusk now why writing this email and its been for over an hour, customer service sucks still no answer via the phone. is this really the way to run a business????I don’t think so. Will not be buying from Dusk again too much hassle. I now have to contact my bank to try and get the money back.

I would advise to think carefully about buying a ottoman bed. The bed my daughter purchased 3 weeks ago was not fit for purpose. The metal frame was hollow and had no support the slats bent easily. The frame has buckled. Also two cupboards arrived without handles and even though numerous emails have been forwarded no luck there either.

Bought a set of drawers - they were perfect. Bought another identical - the drawers wouldn't open properly. I was very surprised to find customer service helpful. They actually arranged for a refund and for the faulty drawers to be collected. Was a surprising experience.

If I could give 0 stars I would. Ordered the Versailles bedframe which was due to be delivered 15th January. Only 1 box arrived instead of 2. They claim it wasn’t loaded on to the vehicle despite the tracking saying ‘2 of 2 boxes scanned on to the vehicle’. Then DX the delivery company rescheduled the delivery but then cancelled it again claiming ‘system error’. Now it’s been rescheduled for today, they have located box 2 but my delivery has just been cancelled again as they say the part is damaged!! How hard is it to deliver a bed?!

Absolutely shockingly awful service. Wish I had read the reviews before ordering as I wouldn’t have bothered. Am struggling sleeping on the floor and I will be requesting a refund. But looking at other reviews doesn’t look like that’s an easy process either. 😡