Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 1.93

1.9 Rating 163 Reviews

21 %

of reviewers recommend Fortnum & Mason

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1.9

Based on 163 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 68%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5

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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

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“I received an unwanted gift. Called customer services who said they would give me a gift voucher instead and send in a few days by email. This never appeared as promised and after a further 22 minute phone call today with no more success which was to a call centre in what I understand was South Africa and not the UK I finally gave up.”

Helpful Report

Posted 11 hours ago

Helpful Report

Posted 11 hours ago

“Horrific customer service. Ordered a hamper for my brother 19th December. 6th January still not arrived. No managers available on the phone, was cut off 3 times, email customer service completely unhelpful and 30 mails later issue still unresolved and my brother is still without a present. Partner stayed in 2 days waiting for delivery, no cards left. Fortnum and Mason you should be ashamed”

Helpful Report

Posted 3 days ago

“I had been dealing with a frustrating problem for days, unsure of what to do next. When I finally contacted Michael and team, they stepped in with fast, clear, and steady support. They explained everything in a way that made sense and never made me feel overwhelmed. Their patience and professionalism truly made a difficult process much easier.”

Fortnum & Mason 1 star review on 29th December 2025

Helpful Report

Posted 1 week ago

“Awful service, 3 years in a row now. Clients Christmas hampers undelivered. Some undelivered with no notification. Numerous calls to the call centre which they call customer service ...... again told 3 different stories. No call backs resulting in undelivered hampers and embarrassing phone calls to clients. I won't be making the same mistake 4 years in a row. Such a shame as you really do expect better from a company who would be advertised as a luxury store with good customer service”

Helpful Report

Posted 2 weeks ago

“Like being in the Twilight Zone. Hamper never delivered. No e mail follow ups, useless customer service telling you, on multiple occasions, that dpd is delivering it and nothing gets delivered. Told id get follow up e mails and received none. Unbelievably horrible service, or lack of. It was truly unbelievable. Never again. Something is terribly wrong over there.”

Helpful Report

Posted 2 weeks ago

“The door number was left off the order so the driver tried to deliver it to some random house in the road and thankfully no one was home. The parcel was taken back to the depot and I was informed they would try next day. The recipient had been waiting at home all day. I spoke to customer services after being informed they couldn’t deliver and would try again the next day. They then informed there was no door number. I informed them I gave them a full address with a door number and to inform DPD of it before they tried to deliver again the next day. I was informed that DPD had closed for the day and they couldn’t contact them and I should phone again at 8am. next morning. I managed to get it sorted after a great deal of stress and anxiety and the recipient finally received the package. The package indeed had no door number on it. I do not expect this abysmal service from a supposedly ‘high end company’ likeFortnum and Mason. Catherine McCaskill.”

Helpful Report

Posted 2 weeks ago

“I put 2 orders in for Christmas items with Fortnum & Masons, both orders have had issues. A lovely Guy, called Ben Kerin, sorted out the problems with the first order So issue solved. The 2nd order I arranged delivery for a large wicker hamper for today 18th December. Unfortunately I did not receive the large hamper I ordered as it seems I have been fobbed off with a small wicker hamper, even though I paid for a large hamper. So I phoned F&M I got a customer service representative, who wasn’t very helpful. So I phoned again & spoke to a young woman, who I thought had sorted out the problem. She sent me an invoice of the hamper that would be delivered on Saturday 20th December, however, I have just received an email from her, to say unfortunately the hampers are out of stock & basically that’s hard luck She said they only have full hampers available, Erm 🫤 empty it then I ordered my hamper on 27th September, not once have I had an email to say it would only be a small one delivered. One week before Christmas, they just assumed it’s ok or maybe I wouldn’t notice. I’m so upset at the blatant I don’t care attitude towards their customers. I am bitterly disappointed that F&M have let me down, I actually want to cry. My daughter ordered an F&M large hamper in late October, her exact order of a large hamper was delivered yesterday. Quite clearly that’s because she buys more from F&M than I do, so obviously more important customers come first Disgusted”

Helpful Report

Posted 3 weeks ago

“Still waiting for a parcel to be delivered after been notified initially it would arrive on Dec 4th. Contacted the couriers dpd and they said there was no one at home at the property. Waited in next morning and was given the same answer when I contacted dpd so got in touch with Fortnum and Mason who took my details and said they would get back to me. Next day I got in touch again and once again was told they would be back in touch when they had checked with dpd the whereabouts of the parcel. Yesterday 15 Dec I eventually received an email saying the parcel had been returned to Fortnum and Mason and did I want a replacement or a refund. I requested a replacement as I am assuming it is a gift for my husband who celebrated a milestone birthday at the beginning of the month, a gift we have not been able to acknowledge. The subsequent email I received was the replacement had already been sent by another agent. And this was followed by a request to rate the service I had received from Fortnum and Mason. It can be summed up in one word POOR. As to the parcel we have not received a notification saying when it will be delivered and by whom! .”

Helpful Report

Posted 3 weeks ago

“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 month ago

“Awful customer services. Will not use again”

Helpful Report

Posted 1 month 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 month 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.”

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Posted 1 month 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.”

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Posted 1 month ago

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

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Posted 2 months 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 2 months 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 5 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 5 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 6 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 6 months ago

Fortnum & Mason is rated 1.9 based on 163 reviews