Dusk&Dawn Omdömen 129

Very happy with my purchase. Only a few weeks so far. Bought mattress and base. Medium Mattress which I have found to be correct for me.
Had arranged for pick up of old bed base and mattress (white glove) which I paid for however the people delivering the new bed were unaware of this, they did take it. The fellows placed the bed and base in correct place and were obliging.
In all very happy.
Found staff very helpful and price reasonable.

Please do NOT buy from Dusk n Dawn if you live in Brisbane. I decided to try D&D mattresses based on Bedbuyers recommendation, as they were listed as the #1 mattress choice for 2024/2025. (I later discovered that Bedbuyers’ ratings do not include customer service or any logistical issues like delivery and returns.) They offered a comfort exchange and a money-back guarantee (minus a $250 transport fee). What could go wrong? BIG BIG BIG mistake.

Here’s my experience: I purchased the Signature Luxe mattress, the most expensive in their range, thinking I'd have it for the next 10+ years. It arrived on time (though there was a minor delivery hiccup, which isn’t the main issue), but my back hurt more than on my previous, much cheaper mattress. I requested a comfort exchange for a firmer mattress, believing that would solve the problem. I even confirmed with the company before purchasing that it could take up to 12 business days to adjust the comfort level.

The mattress was picked up on January 20th, but after 10 business days, I hadn’t received any updates from Dusk n Dawn. I tried to contact them via live chat, but it didn’t work, and I was sent an email instead. Three days later, I received a response saying they’d “look into it.” Another 5 days went by with no follow-up. I tried live chat again—nothing. I sent another email—no reply. I finally called, but couldn’t reach anyone until the next day.

After 3 weeks, the mattress still hadn’t been returned, and staff had no idea where it was. They couldn’t provide any explanation and said they’d escalate the issue to senior management. I requested a callback the next day, but of course, no one called. When I called again, I was told the mattress was still sitting in Brisbane! It was supposed to be shipped back to Melbourne and then back to Brisbane, all within the timeframe they promised.

What really frustrated me, and what I want to make clear, is the total lack of communication from Dusk n Dawn and how little they value their customers. You have to chase them down every step of the way, and even then, if you’re lucky, you might get a response. They don’t care about your order at all—if they did, they’d know my mattress had been sitting in Brisbane for 3 weeks! To this day, I’ve received no apology, no explanation for the delay, and no communication from the company whatsoever. Their complete lack of accountability is the real issue here, and it’s why I strongly advise anyone against purchasing from them.

This company is dedicated to their customers satisfaction and it flows through with everyone you talk to. Ros, Vee and Yasir.. outstanding customer service from all of you. I did a comfort switch and it was all arranged without a hitch.. would recommend to everyone.

Dusk&Dawn are a rare and valuable company in this day and age. They are an Australian company with local roots determined to manufacture a great product. I find they will always do their best to provide great customer care, and support.

Purchased a signature MK2 mattress (comfy medium) only been 2 weeks but so far it’s been ok. Still a little too firm so hoping it softens.
Only disappointment is that the “white glove” service didn’t exist, first prob - I had to change the delivery date, yet they still showed up on the wrong day.
Then on delivery day had to help move my old mattress to the truck then they literally dumped my new mattress in my lounge area and left! I had to arrange to get my new mattress moved onto my bed frame. Weird experience as I expected the mattress would have been placed on the bed frame!

Superb quality and comfort. I was a bit skeptical at first, but the Essential mattress has exceeded my expectations. The fact that it's recommended by experts and Australian made sealed the deal for me. Very satisfied.

I cannot express how much I love my Signature Luxe mattress. I've been on the hunt for the perfect mattress for years, and after countless purchases, I finally found 'the one.' From the moment I laid down on it, I knew it was different. The mattress is the perfect balance of firmness and softness, offering incredible support without feeling like I'm sinking.

Excellent service from start to finish. The online team was very responsive and professional and the fact they have a phone number !!!! so rare online these days. The delivery guys were punctual and handled everything with care. Couldn't be happier.

The Signature Mattress is a dream come true! From the first night, I noticed a huge difference in my sleep quality. The mattress is the perfect combination of support for me and my partner. It's like sleeping on a luxury hotel bed every night. I highly recommend this mattress to anyone looking to improve their sleep.

The Dusk Mattress Protector is fabulous! After using a cotton protector for a number of years I really notice the difference, it is some how cooling but warm. I no longer wake up hot and clammy with a big plus of sleeping better. It's easy to fit on to the bed, with no wrinkles. Perfect for me. 5 🌟

I absolutely love my mattress. The delivery was prompt. The guys delivering it were very professional and made it look so easy to deliver the king size and take the old one away. Would thoroughly recommend

The mattress is great. Combined with the soft mattress protector it feels luxurious but also with the firm support underneath.

After researching online, we chose Dusk and Dawn for our mattress. Made in Australia, no boxed packaging, and incredibly comfortable. Even at almost 100kg, the edge support is impressive. Both us and our parents are impressed and would definitely buy from them again.

Customer service was very average and you're left in the dark for a couple weeks after u purchase the mattress HOWEVER it is by far the best mattress I have ever been on. As someone that has insomnia I seem to get to sleep a lot fast now, it's incredibly comfortable and supportive. Absolutely love it and would highly recommend.

I ordered a mattress online 4 months agao with an expected delivery of 5-6 weeks. Now no delivery, no reply to email, and no answer on the phone. I'm left wondering of this is a scam. I suggest you be cautious.
UPDATE
They did respond to online chat after a couple of days. Very apologetic and offered $100 refund. Mattress arrived about 10 days later - but took another round with customer service to get the old mattress collected (a serviceI had paid for).
All in all, pretty dismal execution which is a pity as we are quite pleased withe mattress. So my revised title might be "Good product, poor service". And I would give them 3 stars - but Trustpilot doesn't allow me to change it.
For interest, the mattress was made by Comfort Sleep who supply many other outlets.

Hey everyone, I just got incredible customer support from Vanessa and the folks at Dusk and Dawn. But the first thing I wanted to share was about their contact channels - Vanessa has always been very quick to get online and engage VIA THE ONLINE CHAT box. From my experience you can skip the email and phone channels as I never got through that way, but online chatting was great.
Back to the most recent support:
So back in Nov 2023 I made a few orders. I was nervous making such pretty big purchases online. It was their 100 day comfort change / return process that made me confident to go with them.
So be sure to read all their FAQ on how it works and make sure it suits your needs. We ended up wanting a different feel to how one of our units felt, the medium comfy was too firm somehow! But rather than follow exactly their normal process, we asked to do a straight up buy a different (4th) unit, get that sent up to us in Qld, then we would send the original unit back with the same courier, to them in Vic for a refund, and fix up the price difference. Vanessa checked w management and in less than 48 hours we got exactly what we wanted, all via online chat!
This saved potentially a lot of time and carbon and relying on hope that the adjusted unit was going to be how we wanted, which you can't know until it would've arrived.
So they didn't have to do that, but for a bunch of reasons it was a fair request, and lo and behold, that's what they did. In my experience, that is the best customer support I can remember, hence 5 stars :- )
If you're still reading, just btw, 2 out of 3 units originally arrived as per their promised schedule, but one unit was temporary lost in transit I think. When we chased it up, via the online chat, it got followed up very quickly which was also pretty impressive.

We recently made the decision to go with Dusk and Dawn having looked a lot online at different mattress options . Dusk and dawn stood out as being Australian made, and also they don't package the mattress in a box - it's fully assembled. Delivery was quick and once we took the first lie down on it - wow! Most comfortable mattress I've ever slept on. Have showed the parents too who also felt how comfortable and supportive the mattress is. Also given I weight almost 100kg the edge support was important and the mattress delivers being quite strong at the edge. Would defs go back to them for any future mattresses

I purchased a signature in a comfy medium and it was the best decision I made to make the switch from my 13 year old mattress. I never realised how big of a difference a mattress makes.

Delivery with smooth and benefit was I was able to choose my own time which was super handy as I work 9-5.

Thank you dusk and dawn and particularly Vanessa for helping me choose the right comfort type.

It has been a few months now & I’ve followed all the rotating instructions and the mattress seems to be getting better & better. I ordered the Plush Premiere & due to an achey body I wanted just a little more comfort. It was no problem- I asked for & got Ultra Plush all in just one day! Prompt pick up & return in the evening. This mattress is very comfortable but one is still aware of the inbuilt support. It’s not too hot either.
Well done Dusk and Dawn on producing such quality mattresses. Great you are an Aussie business!

Please DO NOT BUY from this company. Placed an order Sept 8 and was promised 7-10 working days delivery…. which was super important to my partner and I as we were moving to Sydney, coming from another country. After 15 working days and no communication, we called Dusk&Dawn 5 times+ and sent 1 email for an update, no response. At 3.5 weeks the bed arrives, BUT wait thats not the end, the bed base we ordered was no where to be seen — till now (October 10) no communication or update on the base and still waiting for delivery, IF it’s even actually on its way. If i could give 0 STARS I would for the poor customer service and misleading advertising - better off spending your money on Ecosa or Emma.

Update: base has now arrived Oct 20. So unless you’re willing to wait 1 month & 2 weeks for your order, not worth it.