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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

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

“I placed four orders to different places including one to Austria for Easter as the Covid-19 situation means a family Easter is cancelled. The delivery cost to Austria was cheaper than I expected and compared with other companies. They promised delivery by or before 9th April and it arrived beautifully packed on 7th April having been despatched on 3rd April. My daughter was really pleased and said it smelled wonderful too. Another parcel was due to be delivered yesterday, and despite other companies not being able to deliver on time, this arrived promptly, as have the other two deliveries. The website is full of wonderful things and it is very simple to send products all over the world. Thank you to Fortnum and Mason for providing quality goods, beautifully packaged and promptly delivered and bringing a little bit of joy at this time of uncertainty.”

Posted 4 years ago

“Very well looked after my Justine, Bethany, & Aneesah at the St Pancras store who packed up my shopping - much appreciated!”

Posted 5 years ago

“My order was delivered to Australia within the week and on the day specified. Everything was safely packaged and exactly what was ordered. I have been using the F&M UK website now for more than 5 years and I will continue to use and recommend them.”

Posted 5 years ago

“I regularly buy their English Breakfast Tea for my son who lives in Florida he says that it is the best I also buy the Glaced fruits my mum loves them”

Posted 6 years ago

“The products are so precious and good! It's the British part that I can't never get enough!”

Posted 6 years ago

“We ordered our customer Xmas gifts from Fortnum and Mason. Their Customer Services team was absolutely amazing in helping us get our order right. Nothing was too much trouble and despite us not being the largest customer and there needing to be many iterations of the order, we were delighted with how they handled each query and each individual delivery. This in turn delivered very special, on time deliveries for our most important customers. Thank you Fortnum and Mason - it is so rare to find this level of customer service anymore!”

Posted 6 years ago

“Superb quality food. Wonderful customer service department. The best place for Christmas shopping.”

Posted 6 years ago

“The Fortnum & Mason web site is easy to use and has very helpful product and delivery information. The items I bought, a box of macaroons, where quickly delivered, well packed and wrapped as if I had purchased them at their store in Piccadilly. I will use them again for mailed gifts.”

Posted 6 years ago

“I use F&M to bring a smile to people! Their exquisite packaging, superior products and excellent customer service are second to none, just wish they had a little more choice.”

Posted 6 years ago

“I use F&M to bring a smile to people! Their exquisite packaging, superior products and excellent customer service are second to none, just wish they had a little more choice.”

Posted 6 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

“Finally spoke to customer services and were very apologetic Over an item I received on dec 23 it did take awhile to get through Email s do get answered eventually I will still order on line 😀😀😀 Customer service was really friendly and helpful”

Posted 3 years ago

“Shop assistant were helpful and I had a good experience”

Posted 5 years ago

“The service was excellent. The setting and ambiance is beautiful. I was disappointed with the finger sandwiches and the scones. The 5 desserts were very good. Happy we went but didn’t think the high price of $278 for two was worth it.”

Posted 11 months ago

“I cancelled my order on December 22 and until today no refund. Contacted customer service 3 times. Keep getting contradictory answers from credit has been issued on December 12 to there was a glitch will process today. Utter incompetence. Do not expect this from Fortnum. Very bad experience.”

Posted 1 year ago

“STAFF HAVE BECOME MAINSTREAM OVER THE YEARS THEY USED TO BE PUBLIC SCHOOL OR MILITARY TYPES..I GUESS ITS A SIGN OF THE TIMES”

Posted 3 years ago

“Ordered items for a memorial tea did not arrive on the day specified spoiled the planned day as it had to be cancelled. Three phone calls later eventually arrived days late. Customer service was good, blamed DPD delivery service saying they always have problems with them. Shame they use this company who has a poor reputation and discredits Fortnum and Masons’s reputation. Will never order from Fortnum and Mason again while they use DPD many bad experiences with them as they are not reliable in my opinion.”

Posted 6 months ago

“Ordered hamper & chose standard delivery 3-5 days. Order confirmation came through with a date of over a months time. Contacted customer service who offered me the option to pay additional £4 for next day delivery. Paid but hamper not delivered the next day… or the day after. Had to email and call customer service who now assure me delivery will be tomorrow… I very much hope so but not confident .”

Posted 2 years ago

“Cant beleive it, ive wanted a F&M hamper for 40 myears, kept forgetting etc and then when lock down had shut my holiday business and I did not qualify for the self employment loan, I stuggled, to cheer myself up, I ordered a Hamper, I want the wicker for future picnics etc and I was initially pleased, I loved the little cookies, the pickle, marmalade and black current jam are in very small jars, I dont often drink I thought as I was cooking some thing that needed white wine I would open the bottle of Vinhao Verdi White wine, Errr I could not take a secound sip, it would be an insult to vinegar if I compared it, who on earth chose that, I could not drink it, so put some in the chicken fricasse it ruined that and I can clean the drains with the rest, I will still buy the hampers as I love the style and romance, but please do something for me as its unacceptable, regards kerry”

Posted 2 years ago

“I echo some of the other recent reviews. I have used F&M for a few years without complaint but this year one of my orders was placed on 2 December for delivery on 17th. I discovered on 20th that it had not been despatched. No prior contact and on enquiry I get a "Dear Sir/Madam" email, still with no delivery date or explanation. Perhaps "success" has gone to their head. Well complacency does not get my vote.”

Posted 4 years ago

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Fortnum & Mason is rated 2.5 based on 94 reviews