Dusk Avis 407

Having purchased a bed from yourselves back in February, there were parts missing from the order, and despite repeatedly being told that the matter would be looked into, nothing has been resolved. It is now May and we are still left with a faulty, incomplete product and no clear solution. Extremely disappointing customer service and aftercare.

Ordered a bed and mattress march from dusk due to arrive in April didn’t arrive then told me may and now I’m getting emails telling June there one big pain in the bum don’t use

I have never been this disappointed and stressed by a company before. We ordered a bed frame from DUSK in March, and now it is already May and we still do not have the complete order.

One box of the bed frame went missing, and ever since then it has been nothing but delays, excuses, and ignored emails. Every time we follow up, we are told to “wait for an update,” but the promised updates never come. The communication is honestly terrible.

I am heavily pregnant and due to give birth anytime, which makes this situation even more upsetting. We also have a toddler at home and our current sleeping setup is unsafe because we still do not have a proper bed frame. This whole experience has caused unnecessary stress during a time when I should be preparing peacefully for my baby.

What is even more frustrating is that the bed still appears available on their website, despite them being unable to fulfil our order properly. After reading reviews online, it is clear we are not the only customers going through this exact issue.

At this point, I regret giving this company a chance. We trusted them with our money, yet we have been left chasing basic customer service for nearly two months.

I would not recommend this company to anyone.

Awful experience with Dusk. After the delivery of my bed has been moved to months later than expected, I received no reply or updates from the customer support team.
They offered absolutely no help and service was awful. I would no recommend shopping with them ever.

Been on the phone for ages trying to get through to this Mickey Mouse company…should have had mattress delivered today but they didn’t send it to couriers in time…useless company and horrendous customer service …honestly don’t buy from this company

We purchased an ottoman bed , which we like but the strap was missing so unable to open safely as it’s a super king size.
I’ve sent numerous emails and phoned customer service.
I’ve had no response.
Really poor customer service.
Would not recommend unfortunately.

I have ordered furniture about two weeks ago and paid in full . At the time of purchase all items were in stock. Although there was no delivery since. I have tried to call them but lines are closed which its odd. I have emailed asking for a full refund however I haven't heard anything since.
Avoid this company!

Dear Customer Service team,
I am writing to formally escalate a complaint regarding my ongoing delivery issue, which has now been unresolved for a full month.
Despite multiple assurances, the service I have received has been unacceptable from DX (Delivery company). I want to clearly outline the situation:
The initial delivery was incomplete, with only one of two boxes delivered. I then had to wait three weeks for the second box after being informed it had been lost.
I have taken unpaid leave on several occasions to accommodate delivery slots provided to me, resulting in financial loss through no fault of my own.
On one occasion, I was given a delivery window the evening prior, took two hours of leave to wait for it, and the slot changed while I was waiting—meaning I lost pay and still did not receive the item.
I was assured on Friday that a note would be added to deliver after 4pm. Despite this, I was again given a delivery window between 09:17 and 11:17, which I cannot accommodate due to work commitments.
When I contacted the delivery centre today, the representative I spoke with was rude and unwilling to assist. I requested the matter be escalated to management and to make a formal complaint.
As a result of these repeated failures, I have now been sleeping on the floor for a month, which has caused ongoing back pain and significant discomfort.
This situation is unacceptable. Unless this issue is fully resolved today with a confirmed and suitable delivery time, I will be requesting a full refund.
Please treat this matter with urgency and confirm the immediate steps you will take to resolve it.
I expect a prompt response.
Regards,
Shelley

I am appalled by DUSK’s response to a dangerous product failure. My Windsor Ottoman bed frame (Order #S23728725) suffered a structural collapse/buckling after only 6 weeks. DUSK admitted in an email that the bed is "unsafe to use" but they have since gone completely silent.

My wife and I have been forced out of our primary bedroom because the bed is a safety hazard. We have provided photos of the bent metal and their own email admission of the risk, but they are ignoring formal deadlines for a refund. A dispute is now open with Klarna. Avoid this company if you value safety and customer service.

I was expecting a delivery today but, at 1410, the delivery company told me Dusk had cancelled my order last week. I have no email from Dusk to explain, and no refund!

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!!!