Feather & Black Arvostelua 

I placed the complaint below and had a request for more information. However trustpilot require the information to be sent within three days and I missed this.
The complaint has been ignored for another week, after more phone calls.
After two and a half weeks, Dreams have not been able to provide even an estimate of delivery date.
We have not received an order number
…….
We ordered 4 items and have been advised by another customer to cancel the order and re-order the items separately as Dreams ship from stock to any order for an item, and do not allocate items in stock for a multiple item order. This means that it is impossible to give an estimate of a delivery date.

Ordered bedding 6 weeks ago, I received confirmation email saying I should expect another email saying when its out for delivery. I never received any email and it has never been delivered. I since have emailed the customer team and they said they would be in contact within 4 working days. Yet again I have heard nothing since for 2 weeks. I emailed them again and never got any response not even the same automated response. I have tried calling them and their phone-line doesn't work. It feels like a scam, but they're owned by Dreams? I can't understand if this is a real company or not, and why they don't have any customer service whatsoever.

I ordered a mattress, bed and furniture back in July for delivery at beginning of September. Delivery was twice rearranged at the last minute and then we were told mattress would be arriving at the end of September and bed and furniture at the end of October. I received a text yesterday saying mattress would be delivered this morning but the mattress did not arrive and there has been no communication from Feather and Black as to where it is. I spent 90 minutes on hold to their "Customer Service" team with no answer. A very negative experience and I won't be buying anything from Feather and Black or Dreams again, regardless of how good their products may be. I will also be telling all my friends to avoid them as well due to this completely unacceptable performance.

Email when goods are to be shipped
Very poor
Been over a week and nothingemail me reguarding order
Would not recommend

Awful company. They never send products out on time but happily take payment when orders are made online. If you don’t chase them, you never find out if your order has been dispatched or not. In my case, one order was never dispatched, two mattresses missed the first delivery date and two other beds are not fitted properly. I will not order from them again. This is after spending nearly 10k on my orders.

Good pics of products
Easy to complete online order
Useful info about items

Great online process.

I have not received my item despite ordering it 3 weeks ago.

Disappointing and dismissive service from customer service today. Was trying to find specific bedroom furniture items - held on the phone for 20 minutes and when I finally got through the person was so unhelpful. Not what you would hope to have when spending so much money with this company

I’m extremely disappointed with my experience with Feather & Black.

I ordered a bed on 4 August for around £800. At the time I placed the order, the bed was shown as in stock, which was an important factor in deciding to buy it.

Despite this, nearly eight weeks later I still had no bed and no firm delivery date. I was subsequently told that the delivery lead time could be 9–12 weeks — very different from what I reasonably expected when ordering an item advertised as being in stock.

The biggest issue for me has been the lack of clear and accurate information. Had the true lead time been made clear when I ordered, I could have decided whether I was prepared to wait that long.

After almost eight weeks, I finally cancelled the order today. I’ve now been told that I will have to wait a further 10–14 days for my £800 refund.

So, having taken my money for an apparently “in stock” bed that they were unable to deliver within almost two months, Feather & Black may now retain that money for another two weeks after cancellation.

It has been a frustrating experience from start to finish. I like Feather & Black’s products and genuinely wanted the bed, but the combination of misleading stock information, a lengthy and uncertain delivery time, poor communication and now a further wait for my refund has completely undermined my confidence in ordering from them again.

Be aware when ordering from this company that you are going to have to fight for a refund. Due to an issue when my bed was delivered I was forced to cancel my order. This was on 11th September and I am still waiting for my refund. I was told that the refund may take 14 days due to my credit card’s processing time but my bank informed me yesterday that the company hasn’t even posted the refund as yet. I have sent two emails directly to the person who was dealing with my refund and also tried in vain to contact customer service by phone and webchat (even though they advertise they are open on Saturday their voicemail says they are closed). This is no small amount which although beside the point does exacerbate the anxiety. Having failed to contact the company through all the usual channels I may now have to face the prospect of the Ombudsman or Small Claims Court.

Great value with excellent service in store by Sarah.

I am very pleased with my new piece of furniture.
Delivered with good communication.

I had a good experience with Feather & Black in the past, but the service has since gone backwards. I've sent dozens of emails about the issue and have only received responses after following up several times. I've spent hours on hold trying to find out what's going on with my order. F&B, sort out your service and stop ignoring your email queries. Months have passed, and I still don't have my order, and you have taken my money. Up your game!!!

Two failed deliveries after two months of waiting

I ordered a Feather & Black Oliver bed two months ago.

After waiting for the order, I arranged and travelled two hours to be available for the confirmed delivery. The delivery subsequently failed.

Following further assurances and confirmations from customer service on WhatsApp over the following week, a second delivery was arranged.

I again travelled approximately two hours and took time away from work to receive the bed.

An hour before the confirmed delivery slot, I was informed again that the bed had not even been loaded onto the trailer and the delivery would therefore not take place.

I have now raised a formal complaint and it has been escalated to the company’s escalations department, with a manager’s call-back promised within 24–48 hours.

I am extremely disappointed. Delays can happen, but having two confirmed delivery arrangements fail after making significant arrangements to be present is very different from simply experiencing a delayed delivery.

I will update this review once the company has responded to my complaint and I know how they intend to resolve the situation.

I have spent a long time looking for a new bed for my daughter Ava……as soon as I walked into the Dream’s store in ALTRINCHAM I was greeted by the friendliest staff member whom I believe was called Jonathan.
An absolute credit to the company……
So professional and my purchase of a beautiful Feather and Black bed was made so easy thanks to Jonathan,who was amazing at his job. He was knowledgeable,helpful and made the whole experience completely stress-free. Thank you Jonathan.
On a second visit to the store to look for bedding I was greeted by another extremely friendly member of staff called Sam who again couldn’t do enough for me….would not hesitate in buying again from Dreams.
Thank you

No sign of my order, no available line of communication with company.
I have no option except to try and get my money back through pay pal.
I would advise against ordering anything at all from Feather and Black. Baffled as to their very misleading trust pilot rating. I wish i had read the recent reviews before purchasing.

We ordered a bed from the Kingston Store at the end of June, with a confirmed delivery date of 13th August. On the strength of that date, we got rid of our old bed in preparation.

The bed didn't arrive, no notice, no explanation. We were understanding, and were given a new delivery date a couple of weeks later. That date came and went with no delivery and no warning. A third date was set for 9th September. Again, nothing showed up. When I asked why, no one could tell me. I've now been given a fourth date: 4th October.

I'm a fairly patient customer and accept that mistakes happen, but three consecutive failed deliveries with no explanation goes well beyond an isolated error.

The impact has been real. We had to pay for additional carers' cover on three separate days so we could stay in to receive a delivery that never came, on top of over a month now spent sleeping on the floor, with at least another month still ahead. Every time I've asked for information, I've been told nothing, no one seems able to explain what's actually happening with the order.

For a brand that positions itself as premium, this level of communication and reliability has been a serious letdown. Future buyers should go in with their eyes open.

Very professional service easy to place an order and sort a delivery date .We bought it with the help from Sarah(Watford branch)she’s brilliant 👏