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Fortnum & Mason Reviews

2.5 Rating 94 Reviews

35 %

of reviewers recommend Fortnum & Mason

Company Reviews

2.5

Based on 94 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 53%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Telephone, Email

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Fortnum & Mason 1 star review on 22nd April 2022

Fortnum & Mason 1 star review on 16th December 2021

Anonymous

Anonymous // 01/01/2019

Filter: None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had a wonderful experience at Fortune&Mason in the tea department I wanted to creat a tea blend for two members of my family, the gentleman that served was so attentive, helpful and very polite and knowledgable his name is Ayodeji, I go often to shop in furtun&mason quite often and always notice that the service is excellent.”

Posted 1 year ago

“A Big thank you to Shona who served us at the sweet counter. We had asked for 11 gift boxes and it was no trouble for her she was very polite and attentive. Thank you Shona.”

Posted 1 year ago

“New delivery boxes - first class, suitably sturdy with easy access and plenty of support packaging.”

Posted 1 year ago

“Recieved a box of cheese crackers and wine as a present quality superb.”

Posted 1 year ago

“I ordered some rose and violet infusions - heavenly. They arrived beautifully packaged and made me feel very special. They know how to spoil you! I recommended that to my sister but alas, they were not to be found in the Piccadilly store.”

Posted 1 year ago

“Terrible customer service when calling them regarding an overcharge in store. The first phone call went well and advised that accounts would call within an hour. They did not call. 2nd call the man talked over me much of the time and insisted I send images of the receipt as proof, I find they have a sophisticated IT system with transaction number and other information on receipt that can identify and easily look and confirm that I was charged for 2 identical items instead of 1. For a 5* business this was Asda style service on the phone. Still not resolved, I have spent more time on this than the amount owed justifies. My tip if buying in store, do not use cash and calculate in advance of the till your approximate spend. They make mistakes, human error and punish the customer if you try and rectify at home.”

Posted 1 year ago

“Have been a customer of F&M for years. Received amazing service with a smile from Steph today (ground floor sales assistant). An outstanding professional in the world of retail! Thank you!”

Posted 1 year ago

“Manchester I am elderly and a carer , tried going online to send a gift to our son and wife in Vancouver, as a surprise for them at Easter . I left it late because I was nervous about ordering online . Cannot believe how quickly the gift was delivered , in fact one gift arrived just in time for Easter , which was wonderful . Thank you so much Fortum & Mason , really appreciated. Kay”

Posted 1 year ago

“The website is sticking tax on the full priced not reduced price and totalling up the costs as full price and adding tax (which should be included in the price) and shipping costs so a £5 egg is cost nearly £20 !!!!”

Fortnum & Mason 1 star review on 22nd April 2022

Posted 1 year ago

“I placed an on line order for delivery and realised I had omitted an item. I contacted customer service and they were able to amend my order and allowed me to pay the difference without incurring further delivery charges. The customer service staff were very efficient and polite.”

Posted 2 years ago

“I had ordered a birthday gift - to center of London. Of course it was not delivered and no one called the recipient apologizing. I called multiple times and this is what i got: - put on hold for 30 min (I hanged up as I called from New York) - hanged up twice - lied to that they are going to call the recipient right away - they never did. Never ever ever again I would order anything from them ! It is not about products - products are replaceable - it is about customer service - and they don’t have any.”

Posted 2 years ago

“I ordered a Christmas hamper that I was later advised could not be delivered to the Isle Of Man. As I was visiting the UK over Christmas I arranged for the hamper to be delivered to an alternative address in the UK on the 29th December for New Year celebrations. It wasn't delivered despite numerous emails saying it would be. On phoning customer services it was ascertained that the replacement address was not updated on the order. Subsequently the hamper we wanted was now out of stock so our New Year's celebrations were changed somewhat. I have viewed the number of similar complaints below and it seems obvious that the customer service is just not good enough. I won't be ordering anything else from Fortnum & Mason.”

Posted 2 years ago

“I sent back a damaged hamper last April and am still waiting for a replacement. It's been 9 months. I have had over 30 email exchanges and countless phone calls, and am still without a hamper or any further progress to solving a simple replacement. Worst customer service I have ever received. Definitely does not live up to their reputation.”

Posted 2 years ago

“I'm a carer and was given a tin of Fortnum and Mason biscuits for Christmas from a client. I was really looking forward to them as not something I could afford myself. I opened one of the sealed 'layers' had a couple of biscuits, which were very nice. Put the rest back into the plastic wrap and back into the tin. 2 days later opened the tin to have a couple more, they were stale and soft so ended up in the bin! What a waste!”

Posted 2 years ago

“My experience with Fortnum is better than the other reviews here. I ordered the Sandringham coffee. Made two ways, both tasteless and did not mention new coffee to those who drank. Normally we drink Lavazza. A dented tin of tea has in previous years been replaced and I live in the USA. Gifts to two separate addresses in England arrived promptly, both gifts really brought a smile to the recipients. My only problem has been Vancouver, Canada. The hamper contents lovely but DHL could not find the address despite being in the centre of the city and not a new building. Took a week of emails, lots of help from Fortnum staff, delivered just in time for birthday. Hampers arrive here in three or four days and think the service exceptional. We order early, inspect contents, then bring out again on Christmas Eve.”

Posted 2 years ago

“Received a Fortnum and Mason hamper as a Christmas gift, which had a price of around £100. The contents represented extremely poor value and the wicker basket was not particularly well made. Quite frankly, I would never recommend this to anyone and I certainly would never gift one in the future. Very disappointing!!”

Posted 2 years ago

“So disappointed with this experience. Ordered a hamper for mum and dad (we live in NZ) and paid extra for the privilege of a named day delivery on the 18th Dec. On the day a box with a bottle of wine and some cheese was delivered but no sign of the hamper. Three emails to “customer service” and on-hold for ages to the phone line yielded zilch…no replies and no pick up of the phone, just a chirpy voice telling me how wonderful F&M hampers are as Christmas gifts. Never again, and wondering how I will ever get my money back since nobody replies. Great money-making strategy.”

Posted 2 years ago

“F&M Sandringham blend coffee is totally foul so Queen Alexandra liked this coffee obviously had no taste. Why sell a coffee that does not tell you what bean is in it our where they came from? Answer because it thinks it is posh when it is SH**”

Posted 2 years ago

“Would give zero stars if I could! My email complaint to F&M below: The gift messages your staff wrote were completely wrong The hampers were supposed to go to two different addresses yet he put them done for the same one I called to change the addresses and was told to contact DPD myself which they weren't able to do and told me to contact F&M again Called back and got told the addresses had been changed but when i checked the tracking this had not been done Called back again and asked for a refund which was granted and that an email confirmation would be sent, no email received. Few days later called to check refund status and was told previous person had actually not processed it at all. New person then processed it again and told me to wait for an email confirmation. Days later, still no confirmation email. Called again and was told another refund request had been issued and an email confirming this request would come straight to me. Days later, no email still. Today, calling again to find out what is going on with the refund. Still no refund or email. Disgusting customer service!!”

Posted 2 years ago

“I ordered £2000 worth of hampers two weeks ago for our employees for our Christmas party which we've now missed and I still haven't received. No one there seems to know where these items are. I've sat on hold for at least 15 hours over the past 10 days trying to track these down and requested several manager call backs which never happen. For such a large company with an apparent "quality reputation" the service is disgusting. All of my emails are ignored, the live chat operatives do not care however the company are happy to hold on to my money while whilst continuing to ignore me. (currently sat on hold for a further 2 hours while typing this)”

Fortnum & Mason 1 star review on 16th December 2021

Posted 2 years ago

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Fortnum & Mason is rated 2.5 based on 94 reviews