Review Time
This was my first purchase from Dusk and I was very impressed. I bought a lovely, handy lamp which is both useful and looks great. The website is well organised and easy to use, ordering was straightforward, and it was helpful to have several payment options. Communication was excellent throughout, with clear tracking updates. I also got a great deal with really good savings. A very useful discovery — I will definitely use the company and website again.
I’ve ordered from here before and wanted an extra pillow each. We were a bit desperate as we were struggling to get comfy with just the one pillow we had already, so I paid next day delivery, ordered early afternoon and checked the website that said order before 7pm to get it next day.
Unfortunately it didn’t come on the Thursday after ordering Wednesday, got a refund for the postage (which I had to email to request) and then it arrived on Saturday. Not even just one day late but two. Disappointing. Quality of the pillow we can’t fault though.
I ordered two lamps. After checking they worked I disposed of all the packaging and placed the lamps in situ. After a while I noticed the colour did matched. I contacted Dusk and was offered a full refund or replacement. I opted for replacement which I received
in a few days, all perfect.
Lovely quality bedding and cushions received, I did have to email for a delivery update as the order had not been dispatched for over 3 days and the website did say would be dispatched within 2 days as all was in stock. Once I emailed the order arrived within 2 day and I did receive a quick reply.
I purchased a bed from DUSK less than a year ago. It has already broken — which is an impressive achievement for something designed specifically for lying down.
After sending photographic evidence, DUSK agreed to replace it. Collection was booked for 4th February. Trusting this process (my first mistake), I dismantled my bed on 3rd February so the replacement could arrive the following day.
On the day of delivery, I received an email informing me the bed was now out of stock and would not be delivered.
No warning. No alternative. Just… no bed.
So began the customer service experience.
Emails take a minimum of three days for a response. Phone calls involve generous stretches of hold music. After my third call, I was assured I would receive a refund voucher and a “gesture of goodwill” on 17th February.
17th February came and went. Silence.
After chasing yet again, I received a £50 gift voucher on 18th February — no explanation provided — and still no refund.
Now, the “gesture of goodwill” deserves special mention. £35. Minus a £29 delivery fee. For a bed that was originally being delivered free of charge. After paying for a trip to the skip to dispose of the faulty bed, this leaves me approximately £6 up for the inconvenience.
£6.
For context: it is now 19th February — 15 days after my replacement delivery was cancelled. I have:
• No bed
• No refund
• A £50 voucher I did not request
• A promised £35 “goodwill” payment reduced to £6 in reality
• And the earliest delivery date for a new purchase is 28th February
In the meantime, I am sleeping on a mattress on the floor like I’m in my first university flat.
This has been, without exaggeration, the worst customer service experience I have ever had. If your bed breaks within warranty, it may genuinely be quicker and less stressful to dispose of it yourself and purchase from a company capable of fulfilling a replacement.
Dusk were great but the delivery company DX were a hassle the first time they said they tried to deliver. Waited in all day took a day off work and they never came
Second delivery was fine though.
The website page is very good. The products look very 'up market'. There's the positives out of the way.
If things are damaged in transit. Do not be disappointed if you get no reply from emails, telephone calls. That's exactly what happens. Great at the selling stage. Abysmal if things are defective.
Hello,
The delivery van has arrived and I was advised there was no sofa in there. I was not able to get an explanation as to what even happened, was just told "they forgot to load it" this morning. This was a second attempted delivery too as they got tje postcode wrong last time
I was then told to please give it another day,which I cannot do and I specifically went off on annual leave so I could facilitate today. This is so beyond unprofessional. Do not order.
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