Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 1.98

2.0 Rating 154 Reviews

23 %

of reviewers recommend Fortnum & Mason

Company Reviews

Questions

Metrics

2.0

Based on 154 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 68%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5

Visit Website

Write Your review

Tell us how Fortnum & Mason made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Fortnum & Mason 1 star review on 7th March 2025

Anonymous

Fortnum & Mason 1 star review on 12th January 2025

Cristina

Fortnum & Mason 1 star review on 9th December 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible unacceptable customer service, I ordered a Christmas hamper aa a gift for someone special, the delivery date given ma's not convenient, I phoned F&M customer service after 26 minutes trying to explain I wanted to change the delivery date I finally managed to get the assistant to understand what I wanted, it was incredibly frustrating But I persevered and agreed to pay an additional £5.95 to have the hamper delivered on Friday 10th December I had arranged to be in for the day to receive, I received a confirmation email from F&M confirming the ammendments to my order Unbeatable I received a message SUNDAY MORNING 5th December saying Mahammed from DPD Will be delivering my parcel ay 11.00 am I was away for the weekend and despite trying to contact DPD the hamper was thrown over my front security gates onto my drive and left in the rain, I had to drive 40 miles home to retrieve the parcel now soaked and unusable I would never deal with F&M again despite the hype and history appalling communication and customer service”

Helpful Report

Posted 1 day ago

“Awful customer services. Will not use again”

Helpful Report

Posted 4 days ago

“What was that all about? My husband is a very good customer so we were invited to a Christmas breakfast and a roam around the shop. We went excited but THERE WAS NO BREAKFAST!!! Not even a cup of coffee or a glass of fizz. Slap in the face. Thanks Fortnums, your appalling service is live and kicking.”

Helpful Report

Posted 1 week ago

“You have heard it said you must always do the reviews however I did not because this store is of a quality and world famous. I assumed the online shopping would be exceptionally good however it is bad. Do not do it.”

Helpful Report

Posted 1 week ago

“I felt one of their security guards was racist. While I didn't do anything wrong but the security guard suddenly started followed and watched me. It was a fairly disgusting experience.”

Helpful Report

Posted 2 weeks ago

“I loved the biscuits Had a pistachio and clotted biscuits and they are getting thinner and thinner Not fair”

Helpful Report

Posted 1 month ago

“Spent £168 online and part of the order was a honey pot, the HP arrived minus the lid. Contacted F and M and asked if the lid could be sent, but no thats not possible, instead I had to be in for the part honey pot to be collected (labelled and packed by me) and then for another DPD van to arrive an hour later with the replacement. Just opened the box and guess what NO LID. Sadly I am unable to take another day off work to sort out their mess and quite honestly there's no guarantee if I do that the next delivery won't also be minus the lid... A very poor service from what I always thought to be a good company, clearly not!”

Helpful Report

Posted 1 month ago

“The worse. Refused to put me in contact with a manager. Told me twice I will receive an email in the next 24-48 hours. I am still waiting. Disputed the whole charge in the end.”

Helpful Report

Posted 4 months ago

“Im on holiday & visited the store in London Fantastic Friendly Service the lady that served us was lovely Thank you for the kind service”

Helpful Report

Posted 4 months ago

“Orders never delivered and hours spent trying to resolve on the phone before having to cancel as they finally admitted the parcel was never sent in the 1st place.”

Helpful Report

Posted 5 months ago

“Horrible customer service! I ordered over $200 of items from Fortnum & Mason and NEVER received my items. The service that they used, DHL, delivered my package to a different condominium building but the same unit number. They left my package with someone else. DHL “concluded” in their one day investigation, that because they took a photo of the package next to the door they left the package at, that it was delivered to me, which it was NOT. It was delivered to someone else. After being shown the image, I told them “that is not my door, nor my building,” yet they still came to the conclusion that it was delivered to me. Then Fortnum & Mason also informed me that because there is an image of the package at a door that it was delivered to me and told me that I will not be getting a refund nor will they be replacing my items, so I caution anyone reading this to NOT order from this very incompetent company.”

Helpful Report

Posted 5 months ago

“The online ordering logistics are by far one of the worst for what is perceived as ‘premium store’. As an individual who spends thousands across the website on a personal and professional level, I will now be taking my business to Harrods, who by far offer better client care and attention to detail. The card and packaging is also nicer, as well as offer me a dedicated concierge during my higher value purchases.”

Helpful Report

Posted 5 months ago

“My husband ordered a Gluten Free Teatime Gift Box for me as a gift. I am gluten intolerant and Fortnum and Mason sent a gift box which was not gluten free. We contacted customer care and they just fobbed us off by quoting their disclosure. When it was pointed out that medically I couldn’t consume anything containing gluten and if they were substituting an item they should have informed us. Basically their answer to this is, TOUGH! That is their interpretation of customer care. What more can I say”

Helpful Report

Posted 6 months ago

“Dreadful customer service. Sons birthday hamper 4 days late. Completely unhelpful phone call. Will not use again”

Helpful Report

Posted 6 months ago

“Very happy always helpful with every inquiry , love the shop and products”

Helpful Report

Posted 7 months ago

“The worst online service. They responded to me after 2.5 wait and then dragged the call For 4 hours to say they can’t help. Then ended the messages by saying the channel of communication is closed”

Helpful Report

Posted 8 months ago

“Items ordered online were never delivered. I was eMailed several days after ordering them, that they are now ‘out of stock’ I have just received an eMail today telling me that an ‘out of stock item is now available’ I went to the website in 5 seconds, only to be told yet again that it is ‘out of stock’ No apology from Fortnum & Mason for taking credit card order of Christmas chocloate truffles, when none were available What is wrong with the computer system? Stock control shouldn’t be such a problem! Such disappointment from what used to be a reliable store.”

Helpful Report

Posted 9 months ago

“Ridiculously overpriced items, terrible customer service, £5.95 delivery charges despite offering free delivery. Only used as I had voucher would never use them again.”

Helpful Report

Posted 9 months ago

“I ordered several bottles of wine & champagne as I gift these came to me damaged & ripped open and the card misspelled and quite frankly ruined.. I sent back as this is not what I expect when I’m buying from a premium service needless to say I was offered an e gift card that I’ve now waited a month to yet receive.. customer service has been a joke on WhatsApp I’ve done nothing but chase them.. I certainly will not be a continued customer”

Helpful Report

Posted 10 months ago

“I was a very loyal Fortnum and Mason customer for many years, always ordering gifts for friends and colleagues from their website at Christmas, New Year and Lunar New Year. This year's multiple negative experiences means that I will not be ordering from them ever again. I placed over 10 orders on the Fortnum and Mason website in the past couple of weeks. Here comes the endless problems and hours of pointless chatting on the phone with their unprofessional, clueless and rude customer service staff. All orders were food so they are perishable. I chose the delivery dates while making the purchase on F&M website and paid the relevant higher-than-usual delivery fee (due to nominated delivery dates). I notified the gift recipients of the delivery dates so they can take things in and put them in the fridge. Several orders didn't arrive on the nominated and promised 'Delivery by' dates, even worse, Fortnum and Mason never notified me that they were not going to arrive on the promised delivery date. I was either told by the recipients that nothing arrived or I had to check my order history and track orders on the F&M website. I then got on the phone with their customer service for the 1st time. A lady called 'Layla' answered my call and after hearing that the order hasn't been delivered as promised and going through security checks, she said she would put me on hold while she checked on what was going on with my order. She clearly forgot to mute herself and simply started laughing and joking with whoever was sitting next to her in another language. Among all the laughing and joking with her friend, she said 'Hello, this is Fortnum and Mason customer service' in a mocky manner before laughing uncontrollably. I could hear everything and I kept calling her name but she either couldn't hear me or ignored me. This lasted 10 minutes before the line was cut. I recorded the call. Their customer service on WhatsApp is not much better. I received an email from F&M notifying me that the delayed orders were going to be delivered on a later date, but part of the order was out of stock, so the missing part will be delivered at an even later date. The email didn't mention which order it was talking about and what the 'even later date' was...! So I messaged F&M on WhatsApp to ask which order they were talking about becuase several of my ordered were delayed. The customer service lady couldn't even spell simple English words properly it was so difficult to read her messages. She clearly had a difficult time understanding me too, because after I explained the situation, she told me to ignore the email as it was not meant for me... Today, 30th January, I newly discovered (not notified by F&M) that another of my order wasn't delivered yesterday as promised by F&M. I got on the phone once again to speak to their customer service, the lady told me that it was because the box was damaged. I asked when would the replacement be delivered. She said the product is out of stock. I went on F&M website while talking to her, the product is clearly still available to purchase on the site! I have another order which was promised to be delivered today 30th January, which hasn't been dispatched yet as I type this review, so I guess one more delayed order is happening and I never know when it will actually be delivered...! This is extremely frustrating to deal with and embarrassing to explain to all my gift recipients. Fortnum and Mason is no longer what I knew it to be. Terrible terrible terrible....”

Helpful Report

Posted 10 months ago

Fortnum & Mason is rated 2.0 based on 154 reviews