“I've just been reading all the negative comments with interest.
All I can say is that I had a 100% positive experience with them from start to finish.
Customer service were brilliant as we had to keep putting the delivery date back due to the amount of work the bedroom needed.
When delivery day finally arrived the delivery guys phoned to let me me know they were 10 minutes away, even though I'd been given a 2hr window. Delivery went very smoothly. When we unpacked the bed and mattress both were perfect. The bed is lovely and the mattress is so comfortable.
I would thoroughly recommend them.
Thank you F+B for a positive experience.”
“Ordered a bed in January, been postponed every two months and still hasn’t arrived. Customer service are unhelpful as have no information and give no guarantee bed will arrive at all. Poor performance”
“Recently bought a bed and mattress and when delivered cover on mattress was covered in black oil which covered whole of new carpeted stairs. Today has delivered two chest of drawers from feather and black which are in an appalling state and will have to be returned. Also box’s they were delivered in covered in black dirt again ruined new carpets for a second time. Buyer beware .”
“Oh dear! A tale of woe: a woeful product; woeful customer service and apparently a woeful company now under Dreams’ auspices. Siena bed was dodgy at installation when F&B fitters told us of problems installing. The bed is unstable and moves - a lot. We are both slim of build so weight is not the problem. F&B agreed to come and inspect the bed fault on the morning of June 14th: a long wait…Eventually, I contacted the firm after 12 noon to discover that the visit had been ‘voided’ because of an internal error. No warning and no apology. It’s dire. What next? Please tell me that Dreams is able to sort out the apparent mess inherited from F & B.”
“Ordered a bed frame end of January. Order was on track, received message and email couple of days before the delivery. On the day received a phone call bed will be delayed and update will be available within 48 hours. Nobody call me within that time, I phoned after and estimated delivery time is now June. We moved home at the beginning of March and have been sleeping on mattress on the floor. Offered 10% discount but no guarantee when delivery will be or how long the wait is. Not sure whether to cancel or wait. Customer services say container delay....website says beds crafted and made in the UK, so beds are not made here after all...not sure what is true but it is frustrating.”
“Orders my bed and informed of delivery date. Checked 5 days before and all on track. On the day before it was due received an email to say it was stuck in a container somewhere abroad and they didn’t know when it would be here!
I am now on a mattress on my floor as the old bed was taken away before I revived the email.
Offered a 10% discount!”
“NEVER order a bed from feather and black. I spent over £1,000 it took 3 months to arrive & arrived faultily, they re-organized the delivery for the bed not to arrive at all the second time. We now have to wait another few weeks with no bed. Quite frankly the worst customer experience I've ever had, especially given how much they cost.”
“Would not recommend buying as we bought a bed a Sienna while back (no longer under warranty) that has the metal bed frame broken and we find it absolutely impossible to purchase the part that requires changing. Several emails, dozens of phone calls to no avail. Apparently the old IT system is no longer in use and the part has not yet been ordered weeks after initial contact. Just not good enough. Shambles.”
“Would post zero stars if I could. Paid for a bed at the start of April but still not delivered nearly 4 months later. 2 delivery dates missed and each time we get a call the day before delivery saying there is a delay. They then make some poor excuse that the slats aren't available. Do not give your money to this company.”
“Worst ever service I have had anywhere. I ordered a Lyndhurst bed frame on the 4th Jan 21, I was given a delivery date 3rd Feb, I was telephoned on the morning of delivery to say the bed frame was out of stock. I had got rid of my old bed ready for my new bed, I was told I could have the mattress delivered still though. I have had numerous delivery dates and the bed frame has still not been delivered (June). The customers service is shocking, I have had to chase and they do not reply. I have now been sleeping with the mattress on the floor since Feb! I was last informed the bed frame will be delivered in August I have now asked and received a refund. Its is disgusting to wait for over 7 months for a bed!”
“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.”
“Ordered twice a bed blanket never came, tried to get hold of them telephone Facebook nothing after of 5months finally came why won’t you just communicate with your customers if something isn’t coming or is going to be late seems a common theme sort it out!!!”
“Worst ever service I have had anywhere. I ordered items in the summer and had the worst experience of getting the items even although I chased and chased them. Thinking that it could not possibly be that bad again I ordered a mattress protector for my feather and black bed but guess what,, one month after ordering and many phone calls and emails to feather and black I do not have the item, they blame it on their couriers DPD, who seem quite efficient at delivering to me from other businesses. I will never order anything from F and B again.”
“Pretty much the worst retail experience I have ever had and a for someone who works within a retail business the last resort for me would be to post a poor review. Sadly after 9 attempts over 10 days to make sense of my order and why I can't receive my bed I'm still no further forward.
I have no choice but to share my experience.
Never receive any call back and for 10 days now I'm being told that there is a computer / system error that means they are unable to communicate with the Warehouse so delivery cant be arranged and that someone will call back, they never call back and having tried again this morning I'm told that the person / supervisor is in a meeting and this is the same supervisor that didn't call back yesterday. Asked for a senior managers email address and told that they cant give out the email address but I'm told its Isabelle Ball, not much help if I cant talk to anyone who can help. I have been very patient and polite as I really get that sometimes things go wrong but common courtesy is to call call back with some update. Really poor experience and I wouldn't recommend or use Feather and Black again, having paid in full and the fact that I need a bed I will have to keep trying, I'm dreading the prospect of having to deal with this Company if there is a problem with the bed when it finally arrives
Such a poor experience and Isabelle if you read this can you please help arrange delivery for me or get someone to call me back.”
“Ordered a bed in October. Turned out to have a faulty footboard. Contacted F&B customer service who said the whole bed needed to be replaced (not sure why they couldn’t just send a replacement part). Several weeks later and still no new bed - old one sitting in bits taking up space. Arrow - who F&B use for delivery - seem completely incompetent. Several emails a day confirming and then cancelling drop offs of the new bed and pick ups of the old one, including six emails yesterday contradicting each other. One email confirming a drop off was 5 minutes after one cancelling the same drop off. Needless to say, no one turned up. F&B customer service have been useless - never call back with updates and seem to have no influence over Arrow.
Have started the process of getting a refund via credit card company.
Don’t buy from these clowns.”
“Just had our second nights sleep on our…
Just had our second nights sleep on our new feather & Black super king mattress and it’s honestly the most comfortable mattress we have ever had. There is a lead in time of 4-5 weeks as they are high quality mattresses so makes sense they will take some time to make and are made to order, but most definitely worth the wait. Customer Service was excellent and the delivery team did a grt job getting such a large mattress up 3 flights of stairs. Will definitely use them again when my kids grow out of their current beds.”
“Terrible service from start to finish. I have been purchasing items from the local store for over 10 years, that unfortunately closed down. I recently ordered some bed linen online, it took approximately 2 months of chasing via phone and email to receive my products despite being informed on every occasion the items were in stock. Customer Services didn't return my calls or resolve my issue, I had to contact a branch who only seemed to take swift action once Trading Standards were informed.
I was sent a used bed sheet at one point - absolutely shocking!
Disappointed to say the least.”
“They didn’t!
I bought over £3,000 of bed and mattress and they then rang us two days later to say they wanted to charge another £400!
Bed arrived eventually, mattress never arrived as they hit some problems but they refused to credit us despite the fact that they are still trading. Shocking.”
