This is a long account, but a very cautionary tale about not ordering online with Fortnum and Mason, and about their atrocious customer service:
Their website is archaic and caused multiple problems for me on two different orders in September 2020.
The first online order contained two items which I understood would be delivered together. Paid extra to specify delivery date of Friday, September 18, as that was the day of the week the order recipient would be at home. The September 18 delivery date was confirmed on Fortnum’s website and the order was placed in early September. Follow up confirmation email from Fortnum to me then said the order would be delivered on Wednesday, September 16, which was not the specified delivery date I paid extra for. Fortnum also gave an incorrect billing address in their confirmation email.
I emailed customer service back immediately, and after 3 days they replied. They apologized and acknowledged that they’ve been having significant, ongoing website problems with many customer complaints. They said they would correct the billing address but now couldn’t correct the delivery date to Friday, September 18 as I had originally requested.
When the order was not delivered on Wednesday, September 16, I had to phone Fortnum long distance from Canada and was told that the employee who had said he would correct the billing address on the order had for some unknown reason put the order on hold. Many apologies from Fortnum and they said they would reactivate the order and get it delivered ASAP.
As of September 19, only 1 of the 2 items in that order has been delivered. Just got an email from yet another Fortnum employee, this time apologizing that the outstanding item in the order was damaged by their delivery company in London and can not be delivered. Now there will be a further delay in delivery while they replace and reship the item.
Sadly, this is not the end of this appalling saga:
On September 16, 2020, I got a general email from Fortnum urging customers to place their Christmas orders early this year, as there was tremendous demand for online ordering due to COVID-19 restrictions, etc.
Despite my bad experience with my previous Fortnum order, I decided to place a large online Christmas order with them, hoping that the problems with the earlier order were a one-off. Our daughter loves Fortnum products, lives in London, we live in Canada, and for the first time ever, we can not be with her at Christmas because of COVID travel restrictions.
One again, on the Fortnum website I paid extra for a specified delivery day of Friday, December 11 for the Christmas order. The website confirmed the delivery date and I placed the order.
Surprise, surprise, when the Christmas order confirmation email arrived from Fortnum on September 16, it indicated that the Christmas order would be delivered on Saturday, September 19, not Friday, December 11.
The next day I phoned Fortnum customer service right when they opened at 10 AM GMT (5 AM my time). The total call time was 41 minutes, including 7-8 minutes on hold before they picked up initially, and 10+ minutes on hold while they supposedly corrected the delivery date back to my originally requested Friday, December 11. During this very length, long-distance call at my expense, the Fortnum customer service lady also discovered that the gentleman who was supposed to have corrected the billing address problem on my first order in September had actually put that order on hold by mistake (see above). There were profuse apologies over the phone September 16 from the Fortnum’s lady about the website and other customer service problems with both orders and assurances that this would all be rectified and my Christmas order would be delivered December 11.
Early this morning, September 19, my daughter contacted me from London to thank me for the “surprise” delivery from Fortnum’s of a very early Christmas order!
What more can I say, other than that I will never ever order anything online or over the phone from Fortnum’s again. Thanks for reading this long diatribe!