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.
Claim your business profile now and gain access to all features and respond to customer reviews.
