Name: Fortnum & Mason
Rating: 2.02

“Appalling time on phone for a total time of two & a half hours just to make an amendment to my gift hamper contents. Spoke with three different agents at their call centre in SA one put me on hold for 20 mins but hadnt even found my order so gave up. Spent an hour with another who said eventually she had sorted it only to find she hadn't when incorrect details were sent so wasted another hour with someone else & have still received no confirmation. Neither was I able to add a couple of extra items to replace those I wanted to change. Really appalling waste of time with no one really helping & something that should have been done in 5 minutes taking 3 goes & several hours at my expense on phone or on slow live chat. No idea if what I ordered will actually turn up. Never never again. Do not risk it!”

Helpful Report

Posted 6 months ago

“Appalling time on phone for a total time of two & a half hours just to make an amendment to my gift hamper contents. Spoke with three different agents at their call centre in SA one put me on hold for 20 mins but hadnt even found my order so gave up. Spent an hour with another who said eventually she had sorted it only to find she hadn't when incorrect details were sent so wasted another hour with someone else & have still received no confirmation. Neither was I able to add a couple of extra items to replace those I wanted to change. Really appalling waste of time with no one really helping & something that should have been done in 5 minutes taking 3 goes & several hours at my expense on phone or on slow live chat. No idea if what I ordered will actually turn up. Never never again. Do not risk it!”

Helpful Report

Posted 6 months ago

“Thought I'd give F&M one more try after a disastrous experience with their web ordering in August. What a fool I was! Latest tale of incompetence saw me order a few items which at the time of ordering were promised for nominated day delivery on 29/11, at extra cost, but still haven't even been despatched four days later. The email address shown on the order confirmation for order update follow up doesn't work and instead the customer receives a bounce-back email and is asked to contact the business through WhatsApp. On this had to give my name, and email address, on two occasions as the person on the other end couldn't be bothered to read further up the message and joy of all joys it now takes between 3-5 business days to get a full refund on the order which was obviously cancelled so I could instead purchase the items elsewhere. Utterly chronic service and, dare I say it, an utter joke for a premium brand such as F&M. The senior management team at F&M demonstrate complete arrogance in their approach to online orders and I shall never waste my time again within this awful brand. Buyer Beware - again!”

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Posted 6 months ago

“Absolutely disgusting service ,ordered 4 advent calendar for my grand children on 18th of November ,only received one with no explanation, after getting in touch with them ,I had to send photograph of the packaging, today 0n 28th of November been told they only send one because they have ran out ,they must be a bunch of idiot dealing with this to think like this. Wish you all a happy Christmas I wish I could give No STAR”

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Posted 6 months ago

“Named delivery date missed. 45 minutes on hold with customer services. Delivered on day I was out and left visible in porch. One item broken. Appallingly badly packed. Flimsy box and no FRAGILE sign despite it containing £600 worth of china. Truly awful service. Do not buy anything online from them.”

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Posted 7 months ago

“The customer service team are just useless! This is meant to be one of the poshest shops in the UK but it's worse than being on the phone to Amazon customer services. I will never be buying anything from Fortnum and Mason again which is sad as it's been a tradition for 3 generations of my family.”

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Posted 7 months ago

“I was very surprised at the terrible customers service. Got a cake and found hair, called to complain and got no help.”

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Posted 10 months ago

“I received the Man’s Best Friend from a friend for my birthday and although they look very nice they are terrible biscuits. I rang Customer Service and they apologised but wouldn’t do anything else. Very expensive but inedible - rock hard and tasteless. F&M sitting on their laurels. Disappointing.”

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Posted 11 months ago

“received a hamper. Wrong card inside and wrong hamper sent (according to the delivery note). Have tried to raise queries with them but no response after two days so we have no idea who sent the hamper leaving us in an embarrassing position on not being able to thank the sender. Dreadful performance of a once great company.”

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Posted 1 year ago

“I ordered and paid for my Christmas groceries (Beef Wellington)& it was arranged to be delivered on 22nd December,but didn’t arrive and I had been trying to contact F&M since 21 st December to no avail…eventually I spoke to a very uninterested lady who was unhelpful and we got cut off after waiting for 45 minutes. I still have not received any response from this company and am so upset and disappointed as lunch was ruined . Having the reputation as a top end shop,the customer service is appalling. Will never shop here again.”

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Posted 1 year ago

“Ordered beef wellington to be delivered on named date of 23rd December for Christmas Day. No delivery time slot given so arranged to stay in then received an email to say it will be delivered on 24th so we now need to wait In again. I would have cancelled but it is a bit late to look for an alternative. I would not recommend using Fortnum and Mason if you need reliable service. Very disappointed”

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Posted 1 year ago

“I ordered a Christmas Hamper well before their self imposed deadline to get it delivered before Christmas and the shipping date that has shown up on my order shows the 26 th as delivery date thanks for ruining my wife’s surprise Christmas hamper. I tried to contact online and it timed out twice at the 30 minute mark without anyone helping in any way. I also called once and was disconnected once after 20 something minutes and finally was put thru to an associate who did tell me that it would be delivered on the 25th and that evening it showed up as in route 5 days after ordered and said it wouldn’t get delivered until the 26th. So much for premier service and any semblance of customer care or support”

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Posted 1 year ago

“Sent back a bracelet in September, problem not resolved, need to be a lord or MP to get service, never again. Jay Daniels”

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Posted 1 year ago

“Customer service is appalling, I have been trying to contact F&M for 3 days to exchange a damaged delivery, I have used every method of communication stated on their website and had no response. As a retail worker myself I feel their customer service is totally letting them down. I am a first time customer and this will be my last purchase.”

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Posted 1 year ago

“It's a waste of 1 point. I bought a free shipping product 2 weeks ago, but it was charged shipping fee. Customer team promised to proceed with the refund, but I still haven't received the refund until now. Even if I leave an inquiry about the problem, the customer team seems to ignore it. The company's history of more than 300 years is likely to collapse due to poor service.”

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Posted 1 year ago

“I’m sure the product I’ve bought will be impeccable but my husband hinted that he would like a particular product, I told him that I’d already got him something, (I hadn’t). I wanted to surprise him. The parcel arrived promptly but he answered the door to my horror the parcel was not covered and arrived (it may as well been a neon sign) with FORTNUM & MASON plastered on it, not good, The surprise gone, we are in our middle sixtes so not a lot of surprises after 48 yrs of marriage. Very disappointed. I know it’s not the end of the world. But cover it up in future especially at this time of the year.”

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Posted 1 year ago

“It appears Fortnum & Mason are going against Consumer Rights which states ‘Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods.’ Save yourself the hassle and go elsewhere. I have a lot of patience and am not one to complain but Fortnum & Mason are a nightmare. I made an order on 12th November totalling at £116.60 and asked for it to be delivered on the 16th December (34 days later). This order was for my boyfriend and his family for Christmas. The following day we split up. 15th November (3 days after ordering) I asked customer service to cancel my order as I didn’t require the goods anymore to which they refused because ‘it’s already processed by the warehouse and cannot be amended’ so I have to wait 34 days to receive the goods then return it for them to refund me which makes absolutely no sense and would be easier to just cancel rather than go to all of that effort. Fortnum & Mason is an absolute joke of a company, the customer service is shocking, I will never buy from them again and advise anyone reading this not to bother because if you have any issues with them or your order, it will not be sorted.”

Helpful Report

Posted 1 year ago

“As a company, we spent over £2,250 on Christmas hampers for staff last year. Of those ordered, more than half did not arrive on time, three arrived at the wrong address and 1 did not arrive at all. F&M blamed DPD and vice versa - to the extent it became more of a chore than the intended goodwill gesture and benefit to hardworking employees. For countless hours both on the phone and in email correspondence, F&M offered a £10 voucher for our troubles - insulting in itself! I would strongly suggest you look to a more joined up professional firm when ordering a gift hamper. MERRY CHRISTAMS!”

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Posted 1 year 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.”

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Posted 1 year ago

“Thank you for an amazing afternoon tea Such a lot of choice of teas and food was so different and a waiter Ivan was so helpful and attentive My friend her daughter and my daughter came to celebrate my 60th birthday It was such a lovely way to celebrate”

Helpful Report

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 38%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5

Fortnum & Mason Reviews