Feather & Black Avis 

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.

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