“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.”
“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 .”
“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 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.”
