Feather & Black Reviews 

I have not received my order, can’t get through on your telephone number and my email has bounced back from your email address.
Order: 666F101416. Very frustrating- please contact me.
Thank you

Never using this company again. Ordered a mattress that came 10cm shorter lengthwise than expected, so didn’t fit the bed frame. Couldn’t get through to a customer service agent for 3 days, being held in phone queues for 30 minutes at a time. Had to wait a month for my mattress to be inspected so I could qualify for a refund (was told in the shop that it was 100% money back guarantee if I didn’t like the mattress). The mattress was for my new house which I was supposed to move in to a few days after it had arrived and so I can’t sleep in my room because I have to wait for it to be inspected before I get a new one (from a different company).

Absolutely appalling customer service

Shockingly bad. Owing to their new computer system, my order was lost, found, booking date not booked, not available, rebooked for the original booking etc etc.
The Customer Service lady was helpful and trying her best. She called back when she had information. However she was clearly fighting for every bit of information, and being hampered at every turn.
Let’s see if it arrives.

Great experience from start to finish with the staff explaining all options of mattresses and frames to us. Would highly recommend

In July I ordered and paid £4,525 for a bed, mattress and two bedside tables in the F&B summer sale. The original delivery date quoted was 22 July. In fact the bed and mattress didn't arrive until 9 September and the bedside tables had still not arrived by 5 October - I still have no delivery date for them. I was advised by voicemail messages 48 hours before the due dates that the deliveries would not be made. The Customer Service Department (at Dreams, now the owner of F&B) offers only a recorded message to the effect that someone will call back as the volume of calls so high. I have sent two formal complaints without receiving a response to either one. If I could give no star at all on Trustpilot (as opposed to the minimum of one) I would do so. I was told that the divisional manager would call me last week but he didn't do so. On one of the two voicemails I was offered £200 as compensation for the delivery failure but that was back in August and no money has arrived. I have been told by F&B sales staff at Kingston (who are profusely apologetic about these issues) that the problems are due to Dreams computer systems which have not been properly integrated with those of F&B.
Update as of 26 October 2026:
The two bedside tables have at last arrived so the whole order has now been fulfilled although it's taken four months and a lot of frustration. It was only when I posted a one star review on Trustpilot that a senior member of Dreams staff got in touch and sorted things out, including a substantial price discount for the problems of Dreams' own making.
The product quality is excellent so taking everything into account I've upgraded the Trustpilot rating to two stars.

Went into the Knaresborough store today and was served by a lovely lady called Sarah who couldn't have been more helpful (as was her manager but I didn't get his name)
Thank you so much for a lovely experience!

Think I’ve been scammed , my order never turned up and no reply to emails and the customer service phone number just keeps you on hold for hours and never answer. The stores are the only one to answer and can not help, no idea what to do next . Do NOT buy from them update: I have received my goods at last , this shouldn’t have been so complicated

I placed the complaint below and had a request for more information. However trustpilot require the information to be sent within three days and I missed this.
The complaint has been ignored for another week, after more phone calls.
After two and a half weeks, Dreams have not been able to provide even an estimate of delivery date.
We have not received an order number
…….
We ordered 4 items and have been advised by another customer to cancel the order and re-order the items separately as Dreams ship from stock to any order for an item, and do not allocate items in stock for a multiple item order. This means that it is impossible to give an estimate of a delivery date.

Ordered bedding 6 weeks ago, I received confirmation email saying I should expect another email saying when its out for delivery. I never received any email and it has never been delivered. I since have emailed the customer team and they said they would be in contact within 4 working days. Yet again I have heard nothing since for 2 weeks. I emailed them again and never got any response not even the same automated response. I have tried calling them and their phone-line doesn't work. It feels like a scam, but they're owned by Dreams? I can't understand if this is a real company or not, and why they don't have any customer service whatsoever.

I ordered a mattress, bed and furniture back in July for delivery at beginning of September. Delivery was twice rearranged at the last minute and then we were told mattress would be arriving at the end of September and bed and furniture at the end of October. I received a text yesterday saying mattress would be delivered this morning but the mattress did not arrive and there has been no communication from Feather and Black as to where it is. I spent 90 minutes on hold to their "Customer Service" team with no answer. A very negative experience and I won't be buying anything from Feather and Black or Dreams again, regardless of how good their products may be. I will also be telling all my friends to avoid them as well due to this completely unacceptable performance.

Email when goods are to be shipped
Very poor
Been over a week and nothingemail me reguarding order
Would not recommend

Awful company. They never send products out on time but happily take payment when orders are made online. If you don’t chase them, you never find out if your order has been dispatched or not. In my case, one order was never dispatched, two mattresses missed the first delivery date and two other beds are not fitted properly. I will not order from them again. This is after spending nearly 10k on my orders.

Good pics of products
Easy to complete online order
Useful info about items

Great online process.

I have not received my item despite ordering it 3 weeks ago.

Disappointing and dismissive service from customer service today. Was trying to find specific bedroom furniture items - held on the phone for 20 minutes and when I finally got through the person was so unhelpful. Not what you would hope to have when spending so much money with this company

I’m extremely disappointed with my experience with Feather & Black.

I ordered a bed on 4 August for around £800. At the time I placed the order, the bed was shown as in stock, which was an important factor in deciding to buy it.

Despite this, nearly eight weeks later I still had no bed and no firm delivery date. I was subsequently told that the delivery lead time could be 9–12 weeks — very different from what I reasonably expected when ordering an item advertised as being in stock.

The biggest issue for me has been the lack of clear and accurate information. Had the true lead time been made clear when I ordered, I could have decided whether I was prepared to wait that long.

After almost eight weeks, I finally cancelled the order today. I’ve now been told that I will have to wait a further 10–14 days for my £800 refund.

So, having taken my money for an apparently “in stock” bed that they were unable to deliver within almost two months, Feather & Black may now retain that money for another two weeks after cancellation.

It has been a frustrating experience from start to finish. I like Feather & Black’s products and genuinely wanted the bed, but the combination of misleading stock information, a lengthy and uncertain delivery time, poor communication and now a further wait for my refund has completely undermined my confidence in ordering from them again.

Be aware when ordering from this company that you are going to have to fight for a refund. Due to an issue when my bed was delivered I was forced to cancel my order. This was on 11th September and I am still waiting for my refund. I was told that the refund may take 14 days due to my credit card’s processing time but my bank informed me yesterday that the company hasn’t even posted the refund as yet. I have sent two emails directly to the person who was dealing with my refund and also tried in vain to contact customer service by phone and webchat (even though they advertise they are open on Saturday their voicemail says they are closed). This is no small amount which although beside the point does exacerbate the anxiety. Having failed to contact the company through all the usual channels I may now have to face the prospect of the Ombudsman or Small Claims Court.

Great value with excellent service in store by Sarah.