Name: Fortnum & Mason
Rating: 1.93

“No Goods No Service just the same as everyone else now... I have been with Fortnum and Masons for over 20 years. For family hampers at Christmas and Birthdays. Today no delivery arrived for my fathers 90th. Was told the delivery was changed as they didn't have the stock. No e-mail or message to say it had been changed. Only after I called them direct to their call centre somewhere. Like all things everything is just a name and a Warehouse in the middle of nowhere. The name counts for nothing anymore. I was told it would take 48hrs to get a confirmation e-mail that my order had been cancelled. Why bother ordering from Fortnum and Masons when its no different to any other retailer. Just bargain basement service, just another retailer. Nothing Special anymore.....WEB013882728 UPDATE UPDATE UPDATE: So still a lot of empty promises. Apparently the refund didn't go to the accounts department. Numerous " I Apologise" I'm sorry but still no refund. Spoke to the Duty Manager who was busy. Guess I'm not the only one experencing difficulties. I have been promised 3 to 5 working days now. please come back with the exciting update. Apparently the Chief of Customer Services who is responsible for this debacle used to work for Royal Mail That explains a lot that your orders are not arriving either at all or on time.”

Helpful Report

Posted 1 day ago

“I've been to the store a few times - it was good. But I would suggest to completely avoid the online store - this has completely ruined my experience and expectations of a premium brand. I recently ordered two jars of cookies online (£17.90), part of their "Eat Me Quick" range, sold at a reduced price due to a short shelf life. I have no issue with that as a concept. My issue was twofold: poor disclosure on the website, and frustrating customer service when I tried to raise it. On the website, nothing on the "Biscuits & Chocolates" category page indicated the item was part of a short shelf-life range, and no specific best-before date or day-count was shown before checkout. The product arrived with just 4 days left before its best-before date. When I raised this with Customer Services, the response was repetitive and didn't really engage with the question. I was told multiple times that the date is "displayed on each tin" — despite explaining clearly, more than once, that I'd bought the item online and never saw the tin before purchasing. Rather than addressing that directly, the same point was repeated back to me. It took over 30 minutes of back-and-forth to get even a partial acknowledgement of the actual issue, and by the end there still wasn't a clear answer on whether the shelf-life range or date was disclosed anywhere on the site itself. For a premium retailer, I'd expect both clearer disclosure online and a more attentive, responsive customer service experience when a genuine concern is raised — not repeated answers to a question I'd already addressed. The physical stores remain a great experience. The online store and its customer service, at least in this instance, fell well short of that standard.”

Helpful Report

Posted 2 days ago

“Die Pralinen, die ich bestellt habe waren kurz vor dem Verfallsdatum und haben auch nicht geschmeckt. Ich habe 5 Stück probiert und den Rest weggeworfen. Der Tee hatte kein Verfall Datum. Die Kühltasche hat furchtbar gerochen. Ich musste sie auswaschen und eine Woche lüften lassen. Ich habe mich nur wegen der Schokolade beschwert. Ich habe gehofft, dass ich eine neue Schachtel bekommen. Ich habe keine Entschädigung bekommen.”

Helpful Report

Posted 1 week ago

“Mother’s Day hamper did not arrive on the date organised and it all went downhill from there. An extremely stressful and disappointing experience with no apology. This family will never use them again”

Helpful Report

Posted 4 months ago

“Customer service is extremely weak. I experienced confusion with my order, lack of clear information, and long periods of being ignored by support. For several days my parcel was sent to the wrong address in another city, and it took a very long time to get any response or help. Communication with the company was frustrating and slow, and it felt like no one was taking responsibility for resolving the issue. Unfortunately, dealing with order problems and customer support with this company turned out to be a very disappointing experience.”

Helpful Report

Posted 4 months ago

“I know everyone likes their famous tea and biscuits. But when it comes to their online service section, it turns to one of the worst customer services in the UK. I have three good reasons to prove that: First, when I got a luxury Fortnum's Stripe Teacup & Saucer set from their website for the Valentine gift earlier this month, I didn’t expect this single $124 cup would arrive in recycling wrap paper mixed with some other items in the same big box. Can’t believe this premium cup set comes with no box. Secondly, when I noticed there is an immediate defective spot on the cup handle, their WhatsApp customer service rep didn’t know how to deal with this kind of situations. They reversed back to me what I wanted to do! When I asked them (3 times ) to escalate the request to a manager response, they always say yes the manager is arranged to contact me back but nothing happens. I finally managed to return the cup set but they only refunded the amount of the price of the cup, but not the tax related to the payment. They seems so confused about why they need to refund the tax paid in relation to the order.”

Helpful Report

Posted 4 months ago

“This was our regular visit for afternoon tea and again we were not disappointed. The tea, sandwiches, cakes and pastries were beautifully presented and tasted lovely. May was particularly attractive to all our needs, thank you. We will see you again soon”

Helpful Report

Posted 5 months ago

“Thank you Joanne Turner for your exceptional customer service and experience, and vast knowledge of the items we purchased. Your professionalism truly stood out, we appreciate you and will be back.”

Helpful Report

Posted 6 months ago

“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 6 months ago

“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 6 months 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 6 months 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 6 months 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 7 months 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 7 months 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 7 months 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 7 months 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 7 months 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 7 months ago

“Awful customer services. Will not use again”

Helpful Report

Posted 7 months 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 7 months ago

Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Live Chat

Fortnum & Mason Reviews