Customer Caitlin slams Dusk in £1.2k ‘faulty’ sofa row

An online homeware store failed to refund a ‘faulty’ sofa two months after it was collected, a woman has claimed. Caitlin Hassan, 27, branded homeware firm Dusk ‘shocking’ after the faulty three-seater sofa she had bought for £1,272 went ‘missing’ after being returned.

Ms Hassan said she found one of the arms of the couch was dented and material was threading all over after she bought it in July 2023. In February she contacted Dusk regarding the ‘bad quality’ of the sofa and was initially offered an exchange.

The parties later settled for a full refund and arranged collection. The sofas and stool were collected and the three pieces of furniture were returned.

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But she was then given a new three-seater sofa which she “did not ask for,” GlasgowLive reported. Now, almost two months later she said she has been told “no return was made” and was left £1,272 out of pocket.

“I ordered the couch on July 24 and it was delivered on August 30. It was really bad quality, after just six months the arm rest was permanently dented from just leaning on it and the cushions were misshapen,” Hassan said. “When I first got in contact they offered me an exchange but I asked to return the full set and get a refund which they agreed to on the 1st of February, then their couriers were booked to come on the 7th of February.

The furniture when it was first set up

“The delivery men showed up with a brand new couch which I told Dusk I didn’t want – I had to tell the men that they were here to collect a return.” Hassan claimed the men took the dismantled furniture away and left her with a three-seater sofa which she hasn’t opened and is “still in it’s box”.

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