NEVER ORDER FROM DUSK!
NEVER ORDER FROM DUSK!! UPDATE!! 10/06/25
Apparently in dusk's response below they are happy they've sorted a resolution?? 6 days later I've been promised TWICE that the 2 superking beds I am now currently storing for them free of charge are to be collected, yet here I am reporting again that these emails are lies, I haven't heard anything about collecting them and I am out of pocket and have been sleeping on a mattress with my disabled husband on the floor since April. This is absolutely appalling service - noone has phoned me to actually discuss arrangements or when this 'resolution' will actually happen??
Original message - 5 weeks ago I received an ottoman bed not fit for purpose with manufacturing defects. Dusk customer services took 7 days to finally order a replacement after admitting the bed had been manufactured with defects. During these emails the customer service representative repeatedly gave wrong information I then had to correct in each email response. 5 weeks later I received a replacement. Guess what - same issues! Must be from the same batch manufactured with defects with the wrong holes in the wrong places so the bed cannot be used. I contacted them via the phone number that kept me on hold for half an hour for the phone line to say they've now closed at 4pm (20mins ago!) so I then sent an email as soon as I received the replacement - no reply! I am now rejecting the goods under consumer rights act 2015. I really wish someone would call me or contact me asap to discuss arrangements. 2-3 days for each email response is utterly infuriating and horrendous customer service on top of the 10 plus hours I have spent building, deconstructing and waiting for deliveries and sending emails. I urge anyone to NEVER ORDER FROM DUSK.
Reply from DUSK.com
Hello,
Thank you for taking the time to share your feedback.
We’re truly sorry to hear about your recent experience, and that we’ve fallen short for the service we strive for.
This is far from what we expect for our customers, and we can only imagine the inconvenience and frustration this has caused you.
I can see a member of our team has since been in touch, and are doing everything possible to provide a resolution.
Your continued patience and understanding is greatly appreciated.
Your feedback is incredibly valuable to us and will play a crucial role in helping us improve. Please know that we take your comments seriously, and we will fully review your experience to understand where things went wrong.
Rest assured, we are committed to implementing any necessary changes to ensure this does not happen again in the future.
Many thanks,
DUSK Resolution Team