Dusk Avis 

Terrible customer service - was promised delivery within 2 weeks but it's closer to 2 months. Lots of confusion too over whether or not the items I'd ordered through the website were in fact available... a joke!

I ordered a bed and furniture back in April 2025 paying just over £2k each time I email I only get replies regarding the bed. I’ve now been told of expected delivery of October moved from August but they not saying anything about other items only the bed. I’m so annoyed as spent so much mone. Spent so much of my well earned money keep getting emails about their offers and I’ve not got my items still. Don’t order from these unless you want to loose your money. I so want a refund and I’ll be ordering from elsewhere and giving these a wide berth in future!

I am giving Evri delivery service a 1 star I wouldn’t even give them 1 star if I had a choice but this is for a young individual at Dusk customer service Dear Dusk I recently had a problem with my delivery and I called Dusk customer service. It all began when I placed an order through Evri and, after much anticipation, learned that my items had been damaged and were being returned. After weeks of silence and a mounting sense of frustration, I decided to pick up the phone and call Dusk and that is when spoke with a young gentleman named Jorden, he listened intently as I recounted my experience, and I could hear the sincerity in his words as he expressed understanding for my predicament. It was refreshing to speak with someone who didn’t just follow a script but instead engaged with genuine interest in resolving my issue.
The moment Jorden offered me a full refund, a weight lifted from my shoulders. His willingness to rectify the situation quickly and efficiently was a testament to his outstanding customer service skills. He didn’t hesitate even for a moment, showing a level of professionalism and dedication. Additionally, offering a free delivery code for my next order was a thoughtful touch and a frustrating situation turned into a positive outcome. So this is to Jorden for his remarkable assistance. He exemplifies the best qualities that can transform customer experiences. His approach embodies what great customer service should look like, accessible, understanding, and proactive. Thank you, Jorden, for your help, It’s the uplifting interactions like these that keep customers coming back and strengthen brand loyalty. Once again Thankyou
Roza kiyani

A Year of Frustration and Zero Accountability

I am absolutely furious with the lack of support and the ongoing catalogue of communication errors surrounding a sofa purchased through Dusk via a charity. Within just weeks of delivery, the cushions had already begun to collapse and now, a year later, the sofa is completely unusable.

Trying to resolve the issue has been an exhausting nightmare. My support worker, who helped with the original purchase, was temporary and is no longer involved leaving me to chase details and deal with third-party confusion. Despite countless attempts to get answers, the matter remains unresolved. I’ve been asked for order details I can’t access, and all I've received is delay after delay.

This is unacceptable for a product of such poor quality and a customer experience riddled with dead ends. I’ve now requested a full refund, and if this is not resolved promptly, I’ll be escalating the issue with Trading Standards.

A truly shameful experience. I would urge anyone considering a purchase to think twice.

Ordered a bed 2 months ago delivery was supposed to be Wednesday… transportation issue so was offered today to then phone and be told it’s not coming until next Wednesday… 2 days cancelled plans and still no bed! Would never order from them again!

What an awful experience

They took my money and sent no order
Two days on ice sent them evidence and asked for an update - no help
They actually emailed me back asking for the order number !!!

It would be funny but it’s isn’t

So I’m asking the bank to do a charge back
But really stay away !!!

Half of my order arrived and the larger iteams did not.
To begin with I was waiting on the bed to be in stock I later found out dusk had the bed but I was waiting on the shelving unit. My order was meant to be delivered by the latest the first week of July.

I informed dusk I’d need this promptly as I had an upcoming major surgery.
I’ve since had the surgery and I have had to sleep on my sofa for recovery

Because dusk haven’t stuck by their estimated date and I have remained so polite during our emails and communication
However 5 days ago I requested an update on my order and specified I felt I should be dealt as a priority considering my circumstances and dusk not sticking to their delivery date.
Only to be told I need to wait another 5 days for a response to when my orders actually arriving. For me that’s another 5 days on a sofa after just having major surgery and no bed in my home due to it being broken previously hence the new order of a bed with dusk.

I understand estimated delivery dates can’t always be adhered to mistakes and problems happen.
But I do feel the lack of empathy and priority has played a part in my case, lack of communication from dusk and most of all I’m a disabled young woman with a heart condition, epilepsy and a list of other problems

I’ve pleaded for an answer or so much as even being able to book my delivery in
To save the 2am wake up rolling round on my sofa in agony
And I just feel as if I’m being laughed at by a company who hasn’t even stood by any of their delivery dates

I would like and request an update on where my delivery is and will be please

Today is Sunday which marks the 5th day I was asked to wait in addition to your response I will not be waiting another 5 days.
I need help and I’m on the verge of absolutely breaking down.
All I want is for me order to arrive so I can finish the rest of my recovery in a bed and in less pain from sleeping on a sofa

I just can’t understand how the company was amazing right up until it fell to the larger order half of it

Kind regards
Harlie

Sienna natural. TV unit.
Although good quality the drawers state they are slidable. They certainly are not. If you were to put the drawers in the wrong way round they CANNOT be removed.
They are certainly not soft close either.
Had to swap the door fronts to rectify. The alignment of the drawers are not 100%

Purchased a bed frame and mattress just over a year ago, The bed was for my daughter who is at university and so uses it occasionally when she’s at home in the holidays. The wooden slats have become disconnected from the base through bad design of the frame, and still pop out even when reconnected.Customer service was poor and not bothered in to doing anything.

Bedding set purchased 6 months ago is no longer a set - it's mix and match now as the pillows are completely different colour as the duvet colour. According to the Dusk specialists, it's an aesthetic issue. No kidding! Except it's an aesthetic issue nobody wants...
I expect the matching set to remain matching until the end of its days.
As it's now more than 6 months, Dusk is not taking any responsibility.

One Star – 19 Weeks Later, Still No Missing Part

I’ve been waiting over 19 weeks for a missing drawer front for the Nell 5-drawer chest, which was not included in the original delivery.. Despite multiple emails, repeated promises, and vague reassurances from DUSK customer service, I still have no confirmed dispatch date and no resolution.

The communication has been frustratingly slow, repetitive, and ultimately unhelpful. Each response is a variation of "we're looking into it" with no real action. I've been left with an incomplete and unusable piece of furniture for nearly five months.

Totally unacceptable customer service for what should have been a simple fix. I will not be purchasing from DUSK again and cannot recommend them based on this experience.

Poor quality and extremely bad customer service. Do not buy the ottoman providence bed as there’s a manufacturing problem. The headboard doesn’t sit flush and they won’t replace. I was offered £65 and that’s it! Bed looks a mess and cost a fortune.

It's a shame this company are so poor on delivery times and customer service, as it looks as if they make reasonably priced furniture.

Ordered April, 3 items, chased several times the delivery dates keep moving and gets further and further away. I would not recommend them.

DO NOT BUY FROM DUSK!!!! 12 months waiting for the correct headboard for my bed. I receive promises which are never met and generic emails of apologies which are not good enough. Reported to Trading Standards. DUSK - Do not add a standard apology letter as a response it’s meaningless.

After a catastrophic experience with DUSK where my partner and I were left sleeping on the floor for three weeks due to missing bed parts, multiple delays, and poor communication, the company finally delivered the part. But any hope of real resolution ended there.

They offered me a “gesture of goodwill” £150 voucher to spend on their site. I declined and asked for a refund to my bank account, they declined and said it will be split between £75 in cash and a £75 store voucher, despite the fact that I explicitly said I wouldn’t be shopping with them again. When I asked for the full amount as a refund instead, they refused, citing it as their “best and final offer.”

What’s worse? They arranged collection of their spare parts faster than they managed to send me the missing ones. Their priorities couldn’t be clearer.

Beautiful products. Awful service.
Never again.

UPDATE:
It took multiple emails, escalations, and a lot of persistence to even reach a point where compensation was discussed seriously. I was initially offered a voucher, which didn’t make sense considering the experience. But after pressing further, a partial refund of £150 was eventually issued to my bank account.

One bright spot in the entire process was Colin, a Customer Resolution Specialist who finally treated the situation with sincerity and care. He was professional and didn’t sound like he was reading off a script like everyone else.

One star is way too many for this 2 bob company, they are Garbage!!!! Mattress feather topper!!’ Garbage!!!! Feathers sticking out all the time, Our bedroom floor lols like I’ve been plucking chickens as there are so many loose feathers!!! Will be writing to trading standards!!!!

The sofa we got looks like the picture. Shame it's not fit for sitting on. The springs literally can be felt in every cushion. And the kicker? They replaced it. With the same terrible one!

I placed an order and it went past their estimated delivery time, i tried contacting them through their website & never received a response. After searching for a customer services phone number for them I called several times but was on hold for over 20mins each time before getting cut off! I ended up commenting on one of their Facebook posts saying how bad their customer service is & someone messaged me back straight away & got someone to call me almost immediately. They informed me that they have no idea when my order will arrive, I could wait 20 working days & my order may come or may not. I said, is it coming or not? They said no. They told me someone would email & they hung up. I didn’t hear from anyone, so I wrote back to customer services who said that my order had been cancelled & I’ll receive a refund plus compensation. Once again they told me that someone would email me but no one has!

I have emailed again several times since & had no response.
I have tried to message the customer services on Facebook but my messages now won’t deliver!

Today I received an email to say items in my order will be back in stock soon & I’ll be able to select a delivery date.
I don’t want the order anymore as I was told the order was cancelled & I have since purchased furniture from somewhere else.
I just want them to issue my refund, but don’t seem to be getting anywhere with them.

I think there customer service is terrible, I now have no idea if I’ll get my refund or if the furniture is going to arrive & I’ll end up with 2 sofas which I don’t need!

My advice would be avoid this company, terrible communication and not helpful!

Shockingly Poor in every way. Dont do what I did and be suckered in by the low sale prices, you get what you pay for which in this case is absolutely nothing at all because nothing has arrived! 3-5 days delivery my arse. Customer Service is only reachable by email which is like screaming into the void because you dont get anything back. Total con of a company, how they are still in business is beyond me. AVOID AT ALL COSTS.

AVOID!!!
Awaiting my order!!
Past the estimate date; emailed them, they were replying at first now it seems like they’ve stopped replying!
I was getting replies with “nothing” no updates.. eventually saying they “fell short in this instance” - no confirmation of anything! Placed the order for a sofa at the beginning of may - it was pre order so it was supposed to be updated with delivery or delivered from the 21st until 28th may it’s now June and still nothing.
The sofas are nice and look good but what’s the point of promoting and all if it’s not gonna be delivered and customer service ghosts you?