Dusk 

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. 😡

Shocking customer service once they have your money. A bed was due to be delivered a week ago. Dusk were given a telephone number to call before delivery but did not pass number to delivery company. They have made no attempt to arrange redelivery, have not responded to messages sent and are impossible to speak to on the phone. My teenage daughter has now been sleeping on the sofa for a week.

Hampshire 2 seater sofas-2 months on!

Initially we thought the quality was good, but within 2 months of using the sofas we started to see that the material was bobbling, frayed easily and looking a bit saggy.
The cushions were firm as expected but they are compressing on the edges.
The arms are low as expected but the level of padding on them is minimal.
Though they are cheaper than mainstream shops i don't think they will last as long

Do not use !! Website looks great but only got half our delivery (got the bed but no mattress). 5 days of being on hold for 45 mins at a time, and various emails before they confirmed it was lost in transit. So disappointing for my son who was very excited to get new bed. Got refund . Such a shame as the bed was good quality and good price but would never use again due to unreliability.

I was told by DUSK that my refund would be issued within 14 days of the collection of a faulty mattress. DUSK’s internal courier collected the mattress and I provided my refund bank details to dusk. 12 days passed, nothing. I am now being told I have to wait another 14 days. So 28 days for a refund, sorry but this is completely unacceptable and unreasonable. Please just click the button and give me my refund!

Ordered my table 3 months ago and only half of it has been delivered. Been on hold for an hour and still can’t get through to anyone.

Ordered last year Products not arrived Dusk won’t respond to our complaints Evri are worse than awful. We are contacting our bank re chargeback

Dusk is a textbook example of a company that looks great online and completely collapses the moment they’ve taken your money.

Yes, the furniture looks nice on the website. Ordering is easy. There are plenty of discounts and deals. That is where the positives end.

Once you place the order, it’s game over.

I ordered furniture worth nearly £2,000. The website clearly indicated delivery the following week. Based on that, I lined everything up. New tenants were moving in. Contracts signed. Plenty of buffer time, or so I thought.

After ordering on a Friday, I received absolutely nothing. No delivery confirmation. No processing update. No estimated delivery date. Complete silence until the following Tuesday, and even then, still no useful information.

The delivery date shown on the website came and went. Nothing arrived. No explanation. No update.

I emailed customer service. The automated response said allow two working days for a reply. Fine. Two days later, I receive another automated email saying they’ve received my email and someone will respond within two working days. That clock just resets. Again and again. A never-ending loop designed to delay you, not help you.

I then called them. The website claims phone lines are open until 8pm. That’s not true. They close at 4pm and they’re not open on weekends either.

When I finally got through, the agent couldn’t tell me where my order was, couldn’t tell me when it would be delivered, and showed zero interest in helping. She repeatedly said someone would call me back. When I asked for a supervisor, I was told there isn’t one. That was it. No escalation. No accountability.

I was promised a call back that day. It never came. Not that day. Not the next. Not ever.

A full week later, I finally received an email asking me to choose a delivery date. The earliest available date was another week and a half away. Already unacceptable.

Then comes the final insult. On the chosen delivery day, the order still didn’t arrive. The courier tracking simply said “held at depot”. No reason. No explanation. No one willing to help.

£2,000 taken. No furniture. No communication. No customer service. No accountability.

This is one of the worst retail experiences I’ve ever had. If you value your time, your money, or your sanity, do not order from Dusk. Save yourself the stress. Go elsewhere.

You have been warned.

Return service abominable contact service
practically none existent not fit for purpose
they take your money then forget you exist

I ordered the Rotterdam Bed on 18 September with delivery due 8 October. After multiple contradictory updates, I was told the day before the delivery date that it had discontinued—then weeks later, a partial delivery arrived without key components (slats, headboard, legs, etc.).
Despite countless emails and calls, no proper follow-up or resolution was provided. Communication has been terrible and contradictory which I have had to chase personally. My child was without a bed for over five weeks, lost two days of annual leave waiting for failed deliveries, and Dusk have taken no ownership or urgency to resolve

Had the ascot bedframe one week and it’s broken. The frame underneath is bent and has no support! Causing damage to the new mattress as the bed falls in at the middle! No responses, no contact number or direct email!

I have had an awful experience with Dusk. After receiving the order months later than expected, both times the product was faulty. They offered absolutely no help and service was awful. I would never recommend shopping with them.

Really disappointed. I ordered a chest of drawers. It arrive outside the delivery window and it was very difficult to assemble due to parts missing numbers or having the incorrect number labels applied. After spending hours building the drawers two parts were faults. I cannot attach one of the knobs in the drawers because it’s faulty and the metal drawEr slide was also faulty. We were able to fix the drawer slide as I am not hopeful the customer service team will respond to me. It is frustrating there is no direct number to call someone and that you have to rely on them responding to you. If a resolution is not reached I will be contacting my bank for a refund

I have purchased x 2 bedframes in December 24 and now November 25 and still not had them! I have emailed again and no reply yet, Tried to call 5 times but unable to get through. Paid for but no goods. Really bad as absolutely nobody has come back to me re the items ordered. BUYERS BEWARE!! One star is too much really they should have none.