Down & Feather Co. Avis 18

Pillows are touted as heavy old fashions feather pillows - they are not! I received my pillow and was so disappointed - felt like any other light weight down pillow, but far more expensive. I'm still trying to navigate the return - difficult at best! Came across as folksy, caring and independent - with an emphasis on customer service. Their customer service is dreadful. Stay away!!

There is ZERO customer support. The telephone number is for sales only. They direct you to email. After two emails with no responses, makes me wonder if this company is a SCAM??

After 3 weeks since my order I am still waiting for my pillow protector cover. The pillow I ordered arrived nearly two weeks ago. Tried online messaging and calling the company but no reply yet. Very disappointed.

I had a little hick-up with shipping communication and just like many people here it was tough to get a live person on the phone. I was frustrated, then I found them on fb and got a phone call from the owner. I realized their customers service is work in progress because they are a two people operation— husband & wife! David was very nice! My problem was resolved in seconds! However for those who look for firm support in their pillows, would be finally satisfied— there is nothing better on the market today. The pillows have a perfect balance between structure that comes from feather and light softness delivered by the down. Best sleep ever!

It's an average pillow. Not worth $122. No where close to a high end hotel's pillow.
Paul R

Way overpriced. Also, I have called 4 to 5 times requesting assistance with a return with additional questions and they are never available with a recording that says they will return my call in 24hrs. They have never called me back. Bad customer service.

I was trying to purchase a Dr. Maas pillow, but it would say “coming soon” every time I checked. I have checked the website every day to every couple days since early November. It’s now March. Four months is not “coming soon”. I emailed twice during these four months to inquire about when “soon” might be, but never got a response. Now it just says out of stock. Seems like they got their supply, and sold out already. I have come back to this site periodically for a couple years, and the pillows are never available. The experience of simply TRYING to make a purchase has been frustrating, and discouraging. I think I’m done waisting my time.

Best pillow ever, top quality. Personal customer service. Be patient with delivery, it's not ordering a pizza. I've ordered two more pillows due to repeated theft attempts from the gangsters I call family.

I very much regret making purchases from this company. They lie about production processes as well as where materials come from. They also claim they shipped items that were not included in one package that did make it to me. Overpriced products, terrible customer support. Avoid!

So far not good...I can't seem to get any help from customer service...I have sent 3 emails, and called once and still I do not know if my pillow was shipped . I think they use AI for customer service , I am not happy with this company...I'm thinking of just cancelling my order.

Pillow was horribly uncomfortable. Unusable. They wouldn’t let us return the pillow case and had to pay return shipping. $75 down and no pillow. Go with a different pillow company

I was able to get satisfaction and customer service. The return labels were emailed to me after I reached someone by phone. Even though the pillows were very well made, I returned them because they were too firm and not what I had expected. I'm giving a 4 star review now only because the website didn't work to print the return labels as directed which would have made the experience much less anxiety ridden.

I initially posted a one star review because I had a lot of problems with customer service when trying to replace/upgrade a brand new pair of pillows two days after recieving them as a gift. After writing that negative review the owner contacted me and is trying to make my return/exchange right. I will update this post after the whole situation has been resolved.

Like the other two reviews, I had a similar response on YouTube when I asked them a question.

Hmmm... not too sure about these other negative rvws, i am not discounting anyone's experience, nor have I had the opportunity to converse or communicate with CS, however, from the quality of the pillow I received I am well pleased. I do like my pillows very firm so maybe this is why i esp enjoyed D&F

1) For the price and quality this place cannot be beat. Other 850 fill power down pillows online were way more expensive,

2) Not sure how down fill power measurement works or how the different fill powers are comparable to each other but I purchased their 850 xtra firm king down pillow for around $600 (they do not charge tax). I also purchased two costco king down pillows that were 650 fill power for $145 each (they charge tax) for my guest bedroom. Costco usually has high quality items but there was absolutely no comparison btwn the pillows from costco and here. The ones from costco were pretty much garbage and seemed 100 fill power if that were even such a thing. I even folded the two pillows from costco in half and stacked them on top of each other (4 x $145= $580 which is ~ the price of the one from D&F or so goes my logic) to see if they were equivalent in firmness and support but there was still much lacking. Plus the pillow from D&F was crafted better.

3) I wish D&F would clarify on their website their pillows were composed of at least 90% down and not 100% down. I am hoping this other 10% is feathers and not some other material. Though I have seen on many occasions that some of the best down jackets are 85% goose down and 15% mallard duck feathers. Not sure about the reasoning behind the mallard duck or this ratio.

I tried this pillow now for 90 days and it has been dope af, or as bill maher and the kids like to say these days fire.

I had thought I had gotten the worlds best pillow. The first pillow was great but it went moldy quite fast so I ordered another but it was too thick and than another it was too thick and another it was too thick. I have poor neck bones so yes I was willing to pay crazy prices. But Only the first one was good all the others were over stuffed to the hilt. I wasn't going to send it back because I didn't know if I'd ever see my pillow or my money again. So I kept buying but they weren't stuffed well. So I called to talk to the owner all I'll say is it starts with a D. WOW the guy went ballistic on me!! He said I was stupid for buying so many expensive pillows. He said he was the owner and that he does this and that. He was talking way bad to me. I was so embarrassed for Him. He has something wrong with him it would seem in my opinion. He over stuffs his pillows they're like rocks. My guess is his temp did the very first pillow I brought and that one was the Only good one. I brought a better pillow for way cheaper on Amazon. But this man had No appreciation for a recurring buyer, so if that's the case please people STAY AWAY FROM THIS COMPANY!!! This man could care less about the people that buy and that buy more than one pillow. A buyer should never be yelled at and told they're stupid. A seller/owner like that man has no place in the world selling anything if he can't handle customer service. I did customer service and I was always nice to EVERYONE!! Two thumbs DOWN to this guy and his company. I will NEVER buy nor recommend this man and his company ever again!!! Worst experience of my life!!

I called several times inquiring about the pillows. Left messages and no return call.
They were never available to answer question about their expensive pillows. The guy that answered the phone had no desire to answer any questions. He acted liked he was put out and just didn't care. So I wrote a review and the owner replied he was so rude and defensive. He only was concerned about the bad review I gave. A professional company with good customer service skills wouldn't respond the way he did. I couldn't believe the e-mail I received. These pillows are so expensive and a consumer should be able to call and ask questions about these pillows and their return policy. I can't imagine how they would treat the consumer if they wanted a return!