tobywoby69

Like many others, I didn’t read the reviews here first and have been scammed by this company. I was sold a branded set of swimming headphones for over £80 and have been sent a Chinese non-branded load of rubbish with extremely low volume and constant crackling on the line. Absolute rubbish dressed up as something of quality. I am fuming with them! Sent them an email , no response. Sent a second email let’s see if they respond. Am so furious!

3 weeks after I reported their error ( sent a bed with missing sides and a dining table we didn’t order instead of the missing bed sides). I am still waiting for the extremely large items to be collected before I can even be refunded.
I have reported them to Action Fraud as many other disgruntled customers have done because they cling to your money and you have to battle to get it back when it was also THEIR mistake. AND they get away with it. There’s even a Facebook support group for all the customers they have conned with over 600 followers seeking advice from each other on how to get their money back.
My mental health is at an all time low, we are so stuck and trapped, they say “ sorry” and do nothing because the owners don’t care about sorting out their mistakes or they would operate differently.
Given how many of the same mistakes are happening with missing items /wrong items being sent etc ( read the reviews), you can only conclude that they are knowingly doing this. There’s a lot of money out there they have and take their time refunding - very convenient for the owners. Dusk, I want my money back !!! I don’t want “ sorry” . I want you to arrange the collection NOW and refund me as you have the codes of the parcels and you know this is YOUR mistake! It has been weeks and NO collection arranged yet. Unacceptable.
Last week you said you would mark my case as urgent and nothing has been moved on since over a week ago! You couldn’t even arrange the collection when I called you! You told me to wait until next week for your collections company to contact me, this was in the morning on a Friday! THIS IS UNACCEPTABLE! Customers are at the mercy of the external collection company you use also. I’ve have been waiting every day for a call from them - NOTHING! Ultimately Dusk doesn’t give a damn or it would have more control to avoid these situations.YOU deliberately make it this way because you just want MONEY! This is why your hours are only 9-5 Monday to Friday , this is why you are short staffed, this is why you mess up orders regularly, put the wrong labels on parcels, miss out items, people complain and you do NOTHING to improve you service to avoid the mistakes happening in the first place! This is why you take days to respond to an email making customers chase you, holding on to customer money when the ERROR is on your side, tell customers not to send multiple emails in your automated phone system ( if you can get through), make customers wait for an external collections company to call the customer and not arrange it yourselves, WON’T refund until the mistaken items YOU sent have been received by YOU but you allow customers to wait weeks ( months in some cases read reviews) for someone to collect whilst you have our money!! Customers have to pay STRAIGHT AWAY but you DELIBERATELY TAKE WEEKS TO RECTIFY YOUR ERRORS. GOD KNOWS WHEN WE GET REFUNDED AT THIS RATE! NO ACCOUNTABILITY! TAKING MONEY AND GIVING NOTHING! You are USELESS and you couldn’t care less about customers!
SHAME ON YOU! I WANT THESE BOXES COLLECTED AND I WANT MY MONEY BACK! I DON’T WANT ANOTHER EMPTY APOLOGY! It has been WEEKS since I made you aware! WEEKS!!!!!! WHAT IS WRONG WITH YOU?! OTHER COMPANIES DO NOT BEHAVE LIKE THIS.
I AM SICK OF HOLDING ON TO YOUR HUGE BOXES ( 6ft tall and 5ft wide) WHY SHOULD I HAVE TO HOLD ON TO THEM FOR WEEKS FOR YOU! I WANT THEM GONE AND COLLECTION IS WEEKS AND WEEKS!!!!!!! HOW IS THIS RIGHT?!!!!!!!!!!

Your last email to me on the 6th May said collection would be in touch with me within 24 hours. THEY DID NOT CONTACT ME AND IT IS NOW EVENING OF THE 8TH MAY. WITH DUSK YOU GET 2 RUBBISH COMPANIES IN ONE!
AVOID THIS COMPANY.

They sent us an incomplete bed ( missing the sides) and they sent us a dining table we didn’t order inside a box which had a bed label on?! There’s the mix up. Now we are stuck with a bed we don’t want and can’t use plus a huge dining table we didn’t order!
Contacted them on Saturday when we discovered their mix up ( customer service operates 9am to 5pm Monday to Friday). They have emailed me once in that time asking for proof of their mistake with photos! I have already boxed up the bed and how can I take pictures of missing parts ! Where is the trust? This is before they can progress our complaint and send someone to collect, let alone arrange a refund. It’s just so inefficient, slow, unprofessional, poor communication channels. I haven’t experienced such backward customer service since the 90s. We are now stuck with huge boxes blocking our hallway, at the mercy of when they can get around to dealing with our issue. Could be weeks!? There is an even a Facebook group set up by dissatisfied DUSK customers for current DUSK customers having issues with hundreds of followers going through difficulties with DUSK.
I REGRET the day I ever bought from them because now I’m stuck in this nightmare situation AND they have my money. No bed for my son, a huge dining table we didn’t order, I have no idea of how long this is going to take. Judging by genuine customer reviews I have read, it could be weeks!!! This shouldn’t happen these days. Please AVOID!! They don’t seem to have enough staff to cope with the demand in problems as evident when you try and call them. They say in their automated message on the customer help line that if you don’t get your refund within 14 days, to call them or email them. They also say not to send multiple emails when trying to get issues resolved and that they have a high demand and they will get around to you! Don’t use this company if you want to avoid being at their mercy and stuck in their ridiculously out of date in competent customer trap. DUSK - if you happen to read this please can you respond to my email sent the day before yesterday and acknowledge the mistake you have made and rectify this immediately by sending someone to collect and arrange the refund. Can you at least reply in the same day! One email every few days isn’t good enough when you have HUGE unwanted boxes from you blocking our hallway caused by YOUR ERROR. This doesn’t happen with other reputable furniture companies! I will never use you again.
UPDATE: Received an email response from Dusk ( the person who emailed me clearly hadn’t read my email and was still trying to offer an exchange!) I decided to call again, got through to someone within about 6 mins. Spoke to Lewis who was helpful, collection cannot be arranged until their appropriate department email me with some dates which won’t be until after the bank holiday. Ridiculous that they cannot just arrange it whilst I was on the phone! I’m placing bets with my husband that collection will take 2 weeks, he reckons 10 days. The long journey to first get their huge boxes removed from my hallway and get my refund and never have to deal with Dusk again continues.
Don’t touch with barge pole, it does feel like you are being scammed.

Great quality shoes, speedy delivery and very comfy.

Very informative course, very clear questions. Customer Sevice very pleasant to deal with.

Awful!food arrived 25 minutes late, missing items, half the food was in the bag and cold and some of it was inedible. Phoned the take away and they fob you off to Deliveroo.

I should have learnt lessons before using Deliveroo. AVOID!!

As others have said this company claims to be U.K. based and is not. It is based in Denmark.. I deliberately chose this company because they were U.K. and could avoid delays due to Brexit. I ordered on the 14th January, still nothing yet and it could possibly take up to 30 days. Their email responses are slow and delivery is slow. Avoid. They need to change their website address as it is deceiving.

In response to Ida: I have already sent 2 emails to Coolshop regarding this late arrival of the parcel which has still not come. In both my emails there was no mention of a new package being sent. See email 1 from Manus on the 21st January:

“We apologize for any potential delay at this time. We have been informed that due to to Brexit, at the moment all shipments have to go through clearance, which became time consuming and expected to extend the suggested delivery time.
We ask for your understanding in this extraordinary situation. The delivery is on the way, but please let us know if your order is still missing within 30 days of dispatch, so we can sort out a solution for you.”

2nd email from Rikke , 25th January:
“The order is already dispatched and is in transit, therefore we cannot cancel the order at the moment - if this is not required anymore when delivered, please either reject the parcel upon delivery, or let us know and we can provide a free returns label. “

Again, no offering of any solutions other than WAIT and APOLOGIES. I ordered this item on the 14th January thinking you were a U.K. based company. Now I am having to buy this item elsewhere and wait up to 30 days for your item to eventually get here at which point I will have to return it , presumably I will have to pay for this to be returned?
Not good enough.

Excellent and quality of the furniture was brilliant value for money. Very pleased , have recommended to friends. Really like the choice Feature Deco offered too.

The removal men themselves were first class but my husband and I were less impressed with the female member of in the office who was abrupt and not very helpful on several occasions. Also seemed irritated by our questions.

Brilliant and professional customer service from Tamsin today.

I am always disappointed with customer service in the Bluewater John Lewis sadly. Again tonight rude women who glared at us for interrupting their conversation to ask for help in the soft furnishing dept. They are always having loud gossipy conversations in front of waiting customers. I have been served by so many rude members of staff there in all departments with exception of the mens floor. Women in the soft furnishings are especially famous for their rudeness and arrogance. I have been warned and have gone on to warn others. Typically if they look like you've really annoyed them - it's not personal - they rarely smile at any customers. I actually warned my husband prior so he would't be surprised and low and behold they were as expected. This is the only John Lewis of the many I have visited in the UK that has such rude and arrogant staff ( not all, some are of the good John Lewis calibre you'd expect) such a shame that there is consistently poor service in this branch. I can only conclude that it is the management in this store setting the tone for the frosty approach to be so widespread in one store. I spoke about this to JL customer services in the past, they did admit that there have been a large number of complaints about the Bluewater store. Such a shame as I would buy more from JL but this is my closest one and sometimes I dread having to ask for help or interact with the staff here.