Feather & Black Reviews 

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.

I am very pleased with my new piece of furniture.
Delivered with good communication.

I had a good experience with Feather & Black in the past, but the service has since gone backwards. I've sent dozens of emails about the issue and have only received responses after following up several times. I've spent hours on hold trying to find out what's going on with my order. F&B, sort out your service and stop ignoring your email queries. Months have passed, and I still don't have my order, and you have taken my money. Up your game!!!

Two failed deliveries after two months of waiting

I ordered a Feather & Black Oliver bed two months ago.

After waiting for the order, I arranged and travelled two hours to be available for the confirmed delivery. The delivery subsequently failed.

Following further assurances and confirmations from customer service on WhatsApp over the following week, a second delivery was arranged.

I again travelled approximately two hours and took time away from work to receive the bed.

An hour before the confirmed delivery slot, I was informed again that the bed had not even been loaded onto the trailer and the delivery would therefore not take place.

I have now raised a formal complaint and it has been escalated to the company’s escalations department, with a manager’s call-back promised within 24–48 hours.

I am extremely disappointed. Delays can happen, but having two confirmed delivery arrangements fail after making significant arrangements to be present is very different from simply experiencing a delayed delivery.

I will update this review once the company has responded to my complaint and I know how they intend to resolve the situation.

I have spent a long time looking for a new bed for my daughter Ava……as soon as I walked into the Dream’s store in ALTRINCHAM I was greeted by the friendliest staff member whom I believe was called Jonathan.
An absolute credit to the company……
So professional and my purchase of a beautiful Feather and Black bed was made so easy thanks to Jonathan,who was amazing at his job. He was knowledgeable,helpful and made the whole experience completely stress-free. Thank you Jonathan.
On a second visit to the store to look for bedding I was greeted by another extremely friendly member of staff called Sam who again couldn’t do enough for me….would not hesitate in buying again from Dreams.
Thank you

No sign of my order, no available line of communication with company.
I have no option except to try and get my money back through pay pal.
I would advise against ordering anything at all from Feather and Black. Baffled as to their very misleading trust pilot rating. I wish i had read the recent reviews before purchasing.

We ordered a bed from the Kingston Store at the end of June, with a confirmed delivery date of 13th August. On the strength of that date, we got rid of our old bed in preparation.

The bed didn't arrive, no notice, no explanation. We were understanding, and were given a new delivery date a couple of weeks later. That date came and went with no delivery and no warning. A third date was set for 9th September. Again, nothing showed up. When I asked why, no one could tell me. I've now been given a fourth date: 4th October.

I'm a fairly patient customer and accept that mistakes happen, but three consecutive failed deliveries with no explanation goes well beyond an isolated error.

The impact has been real. We had to pay for additional carers' cover on three separate days so we could stay in to receive a delivery that never came, on top of over a month now spent sleeping on the floor, with at least another month still ahead. Every time I've asked for information, I've been told nothing, no one seems able to explain what's actually happening with the order.

For a brand that positions itself as premium, this level of communication and reliability has been a serious letdown. Future buyers should go in with their eyes open.

Very professional service easy to place an order and sort a delivery date .We bought it with the help from Sarah(Watford branch)she’s brilliant 👏

So happy with my fabulous Gabriel chair - love it so much! I Spoke to David in customer service to arrange to purchase another one - he was so helpful and friendly..sorting it out straight away! Even the delivery guys were great.

One thing to improve - the wait time on the phone but otherwise…brilliant!

I have waited over three months for an update on an order placed for bedside tables. No one has ever responded to my emails and if you contact them by telephone, you are left waiting for over an hour and eventually just give up. Their online chat is repeatedly unavailable. Having serious concerns that this company may have gone bust!
Customer service is shocking. Would never order anything from them again!

The Harrison Spinks mattress which was delivered in March was dipping after only 8 weeks in early May 2026, so I contacted customer services. They arranged an independent company called Emiera to check, whether my complaint was actually valid. I had to wait until early July for the technician to come. He agreed that the mattress was indeed faulty and sent his report to Feather&Black. After a few weeks I got on touch with Feather&Black customer services again to find out, what is happening about the exchange of the mattress.
They did not reply. I sent another two emails. No response. It's now almost September and I'm still having to sleep on this well below par mattress that cost £1400. I'm really disappointed.

I love their furniture and have bought various pieces from them. It's a shame, but at this point I won't furnish my two other bedrooms with F&B. I cannot recommend them.

Re: order 423428

Ordered a bed, side tables and chest of drawers totalling around £4000 May 24th 2026.
Is now 3 months since order placed, need the bed as a matter of urgency, and customer service is NOT replying to my emails aside from generic automated fob off replies.
I want someone to reply ASAP with a delivery date for my furniture by this Tuesday 25th August, or I will be instructing my bank to do a CHARGEBACK, and the lawyers to sue for undue stress and inconvenience.
DO NOT BUY ANYTHING FROM F & B.

They have clearly gone bankrupt or are already in administration.

Appalling customer service - really think twice before purchasing from them. Ordered a bed from F&B and was told to 'add on assembly' when I got confirmation of delivery. When I tried to do this after having confirmation the bed was due to be delivered was told that would mean the bed would not be delivered on time as that meant re-submitting the whole order. The guy said he would try and sort it with the delivery team and call me back the next day. Received a text (but no email) so rang F&B held in a queue for 55 mins was told the bed would still be delivered on time and would get free assembly because of the inconvenience. The day before delivery once again got a text - this time saying there was an issue. No email follow up. Despite checking the email address TWICE with two previous different customer services people this time I got them to spell it out using the NATO alphabet and surprise surprise they had the incorrect email and the bed was going to be delayed for another two weeks! This time I asked and waited for email confirmation of the order, assembly and overall costs. Two weeks later - after getting rid of my own bed (paid for removal with the council) I was sent a text the day before delivery saying there was an issue. An email repeated this info and said there would be a follow up within 48 hours. No follow up so I called them, just a 10 minutes wait this time. Was told the bed won't be available for another two months...apparently I should never have been allowed to purchase it, it's a new version? Literally have spoken to 5 different members of staff over a month - this is news to me! Ask for a manager recall. Apologetic and harassed Nick calls me to apologise yet again for mucking me around for a month. He agrees to send a 'cheap and cheerful' temporary bed until the proper one can arrive. They have a 'next day delivery service' for this very issue. Three days later I call - no sign of this bed and my daughter is due home at the weekend and has nowhere to sleep. Get an unhelpful woman this time after a 20 minute wait...who gives me the courier number. I suggest she should call them and sort it out and call me back. This appears to horrify her. It's called CUSTOMER SERVICE ....I realise I will get nowhere and call the couriers myself. Immediate pickup on the phone at the couriers, they clearly have enough people at their call centre! No order has been received by them. I have now been hanging on the phone waiting for a response for over an hour and 30 mins ..I'm no 1 in the queue and have been for the last 50 minutes! Told that the order had not gone through on the system and I should have the bed by next Monday or Tuesday as they couriers don't deliver at the weekend and it's now after the cut off point to guarantee delivery on Monday! So now have no bed for my daughter who is due home tomorrow....and MAYBE will get the bed I bought in July by the end of October???

Returned an item. No refund. Can't get through on the phone or chat. Impossible to get hold of

Absolutely shocking service. I genuinely struggle to understand how there can be so many positive reviews based on our experience.

We have spent over £7,000 with this company, yet the customer service has been virtually non-existent. We repeatedly struggle to get hold of anyone. Calls go unanswered, emails receive no response, and even the live chat seems impossible to get a reply from.

For a company that is part of Dreams, I am extremely surprised at the level of service we have received. Spending this amount of money and then being unable to get basic support is incredibly frustrating and disappointing.

Based on our experience, I would strongly recommend thinking twice before purchasing from this company. We certainly expected far better service.