Hate leaving negative reviews but need to on this occasion. I ordered a bed from F&B back in Jan 21 which had an estimate delivery date of March/April. Long lead time but Ok I thought. We then moved house and I called to change the delivery address. I called on April 5th and waited in a queue to speak to someone for 20 mins as average email response time was stated as 5 days and i didn't want it delivered to the old address. When I finally got through I was put on hold for 30 mins and then cut off. I called back (sat in the queue for 20 mins again). Eventually got through to the same guy who told me to email them. I said I now wanted them to refund £250 of the value of a £2k bed as the price had since been reduced and I'd had poor service. No was the answer, so I requested to cancel the whole order. I then also emailed my cancellation and requested a refund. I went out and bought another bed (delivered in 3 days). Thought nothing more about it until I checked the credit card and no refund. Called today 13 May to be told they won't be providing a refund as the bed is bespoke. I queried why nobody had mentioned this on the phone to me or by email. "Because we are a small team and we are behind on emails." 40 days behind?!?!? Unbelievable. I now have to go through the headache of a chargeback. Used to be a good company and I furnished half my old house with their stuff but my experience this time round has been so poor I would never use them again.