Feather & Black Reviews 

Waited a month for a furniture order, chased them, recommended I cancel as it probably wouldn't be fulfilled. Didnt bother to contact me. Have to wait 7-10 days for a refund, literally just holding my cash for no reason. Quite poor.

Terrible service and customer service!
We bought a Camborne bed and mattress in store on 6th July, where we had tried out several mattresses. We were given good in store attention.

We received an email for delivery on 11th August and had paid for the recycling of our existing bed. (Our first idiot tax)
We’d dismantled and carried our existing bed down stairs as required. Leaving the plastic wrapped mattress in our bedroom to be collected by the delivery team.

No bed was delivered nor did we receive a time delivery slot. We tried contacting Feather and Black. No phone number other than customer services. We tried on two days for hours and never managed to get through to them.
I managed to find a number for sales at the Tottenham Court Road branch where we had bought the bed and the salesman could not find our order as they had updated their system and had ‘lost’ our order! He advised me that he would also have to join the customer services queue for hours and that an email would take three days before they responded. 😣
We then tried ‘chat’ which was responsive but not at all helpful.
On a second attempt we were emailed by what we think is a not a real person to apologise and to inform us that our order will now arrive on the 16th September and that they would take £200 off .
They do not have stock.
We have no bed to sleep on other than a 3/4 in our spare room. I have a back problem. My husband who has just turned 80 is now sleeping on the floor for the next five weeks?
We are also expecting a house guest from Australia on Monday!
The email advised that a temporary bed would have been delivered yesterday but nothing has arrived. How much worse could this situation be!
Dreams is the parent company …. Honestly, between the two bed companies surely they could have done something about our situation.
Feather and Black have our money and we are severely compromised. I cannot access my dining room either as it has the disassembled bed in it.
Feather and Black seemingly do not care a hoot and we have not been able to speak to a proper person.
Judge for yourself but I’d say stay away from this company.
I have read online that other customers have had their negative reviews removed from trustpilot.
Update. We did receive a loan bed two days later. And the emails were sent by a customer manager.
We are hoping that our new bed will arrive on the new set date, 15 September, and the rest removed recycling.

We bought a bed. At the time of purchase I put down £200 as a deposit for finance. Their systems were down and I had to make a deposit payment again. Both payments were taken from my account. I have had to chase F&B SIX times for a refund for one of the £200. When I spoke to the person in stire she said she would get it sorted. She didn't. I have chased F&B using thier ChatBot and time and time again I have been told that the payment will be processed within a few days. This is now at least 6 weeks since I have chased this. Terrible service.

Online ordering provides no notice that the removals service is not a dismantle service too. Apparently we have to read the terms and conditions to know that - no information at point of sale. Also, after 3 x calls to confirm my email, no email confirmation of receipt of order, no response to any follow up emails. Have now spent 4 x hours on calls, and will now have to spend 2 hours dismantling a bed that I have no tools for (whilst on holiday, that was explained to them on one of the many calls. Absolute nightmare

I had a very pleasant experience. Sarah was very helpful and knew everything about each bed!

Terrible after sales support!
22 minutes waiting for someone to answer the phone and still number 4 in the queue. Update 17/8/26 - they came to replace a part on the bed (it was incorrect on assembling). The poor chaps that arrived hadn’t been told what the problem was and they sent them with the wrong part!!
Update 10/9/26 - no contact and therefore the part has not yet been replaced.

Great customer service lovely people and helpful staff

We were served by Sarah at Feather & Black Watford who provided excellent customer service.
She went out of her way to help source parts for a now discontinued item.
Thank you.

This is the second time I have ordered from Feather and Black, as the first time, which was just over a year ago, was a positive experience, but this will definitely be the last...
I ordered a bed, marked as IN STOCK, on 30th June 2026. I promptly received a confirmation email saying that as soon as the bed was in stock that they would be in touch to arrange a delivery date! By 9th July I had heard nothing, so I emailed them asking for an update. I received a generic reply saying they're very busy at the moment and, "If we don't get back to you within 3 working days, we'll send you an update to confirm that we haven't forgotten and are still on the case."
7 days later, still nothing, and not even the 'we haven't forgotten you' nonsense that they promised. I emailed again on 16th July giving them until 25th July to deliver my bed or send me an immediate refund, as is my right under the Consumer Rights Act. Still not a peep from them. It is the zero communication that bugs me and also suggesting something is in stock at the time of ordering when it actually isn't.

Update: 2 days after writing this review I received a text saying the bed would be delivered today (24th July), which it was. I still never actually got a reply to any of my emails.
The two delivery guys were great.

Bed recycling service was not clear. They want you to dismantle everything and wrap. Zero notification about this. They refused delivery as the beds were still assembled even though they were due to assemble the new beds and it would have taken 5 extra minutes. Told us to call customer service but delivery was before 9am so no one was available. Conclusion: old beds still here, new beds driving away still on the van. F&B would rather pay for delivery twice than add 5 minutes to disassemble even though we offered to help. This is why companies close because they don't have the intelligence to manage service properly and efficiently.

What is going on with Feather and Black, Chamonix bed paid for end of May 2026, due for delivering 02 July 2026, no communication regarding this, no response to my emails. Eventually spoke to Karen at Customer Services who tells me delivery cannot be made due to 'System Update' and not able to give an indication of when this may be resolved. Trying to get a response from on 07/07/2026 by phone and phone line now has a message saying they cannot answer calls.

Sarah who i spoke to on the phone was very good

Great Service, very patient and polite. Highly recommended

Really easy order and you know exactly when you purchase will arrive
Excellent delivery guys carefully moved the items upstairs
Quality of products excellent beautiful finished
Really over the moon with these items

Following my previous review, I received a response stating that I had been sent an email to discuss the delivery. Unfortunately, no such email was ever received, nor was I contacted by telephone.
When the item eventually arrived, it bore little resemblance to either the description or the photographs displayed on the website. I contacted the company promptly, explained the issue and, at their request, provided photographic evidence. Having done so, I heard nothing further and no solution was ever offered.
Interestingly, the only apparent action taken was to update the photographs on the website after my complaint. Whilst this may help future customers, it did very little to resolve the issue with the item I actually received.

Fantastic quality bed with the most clear & informative instructions for assembly ever received :) And it could not have been better packaged. Although initially disappointed with a 10 week wait it arrived on the exact date with great communication as to when (very unusual for Isle of Skye!) delivered by 2 extremely cheerful & helpful lads from Glasgow. Would 100% recommend Feather and Black.

Very happy with my shopping experience in Kingston Branch. Josh and Josh (shopping assistants sharing the same name:)) went over and beyond to find the product I was interested in and arranged home delivery for me. Beautiful showroom, very friendly and professional staff. The products are of high quality and unique. Recommend.

I ordered the Oliver bed from Feather & Black, and while the bed itself looks lovely, the delivery and assembly service was an absolute disaster.

The delivery team assembled the bed using a power drill, which completely stripped the majority of the screw threads. At the time, we didn’t realise the extent of the damage, although we should have been suspicious when the team practically ran out the door as soon as they finished.

Once we inspected the bed properly, it was clear something was seriously wrong. The bed was extremely wobbly and couldn’t be tightened because the screw threads had been destroyed by the drill they used.

Feather & Black did arrange for a second team to remove the damaged bed, although they initially expected me to wait nearly two weeks. When the replacement team arrived, they couldn’t even undo the screws because they had been so badly destroyed. They had to physically break the bed apart to remove it.

This was a completely avoidable situation caused by lazy staff. It turned what should have been an exciting purchase into a hugely frustrating experience. Very disappointing.

I wasn’t aware the bed was made in China, if I had known I wouldn’t have bought it. It does say in the ethical sourcing info that timber comes from China and Malaysia but nothing about metal beds.
The bed is ok but not very good quality considering the price