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Fortnum & Mason Reviews

2.5 Rating 94 Reviews
35 %
of reviewers recommend Fortnum & Mason
Company Reviews Questions Metrics
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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N Brown
Verified Reviewer
“When it comes to products with F&M they are wonderful. Good quality. Head into the shop, look around and it is magical. The shop is stunning and like I said the products in the shop are exceptional. The second, the minute, the hour you have to deal with any customer service support with F&M is where the nightmare begins. The real hell. The nervous breakdown. There is a 30-minute wait or more on the phone if you call. The chatbox works and it is slightly better but you are waiting as well. Email response is about 3 days. For refunds or disputes on products, you have to fight for your refund or dispute. Like, fight for days for anything to get resolved. A birthday present was given to me, I didn't like it. So I returned it. I was told after trying for three days to get some sort of help, to send it to Freepost, and a label was sent to me. I did everything I was told to do. 12 days in they didn't receive it, and I was told over and over again I had to wait and wait for any refund or e-gift card. After making a huge issue out of this matter, I finally got a response saying they will issue the gift card today. I still have to wait for the gift card and feel very skeptical about it. Ordered chocolates from them for my engagement dinner. Over 20 boxes. REquested gift cards to make each box special for my guests. I was told I could not have this online. Yet I traveled two hours to go into the shop and they were able to give me 20 gift cards t add to the chocolates. A wedding present was sent to a friend who got married. The box was damaged. I had to fight for two weeks to get a new box. The list is endless. You can tell from these reviews they don't give a damn at all about their customers as they would have responded and tried to fix issues. Let us not forget, without customers, there are no salaries, without salaries no food on the table, no roof over one's head. F&M needs to understand sooner than later about valuing their customers. The importance of their customers who bring in their revenue. Because in this age and time organizations go bust all the time. Without a customer, you have no business.”
Helpful Report
Posted 2 years ago
Arthur
Unverified Reviewer
“i had a brilliant service from esther who works at the piccadily store in london at the meat counter very freindly and helpfull lovley woman”
Helpful Report
Posted 2 years ago
Janet Foot
Unverified Reviewer
“I would like to say , I had a slight problem with one of the items my husband had purchased , when I rang customer services I was greeted by a very polite man whom very kindly resolved the problem I never write reviews, but felt compelled to have my say at the way I was treated with dignity I asked for he’s name ‘and he told me he’s name was Nathan I must say that Nathan’s attitude was 10 out of 10 and I would gladly keep shopping at fortnum&mason because of this young mans ability to communicate with me made me feel confident how we spend our money Thankyou Nathan”
Helpful Report
Posted 2 years ago
Judith Charlton
Unverified Reviewer
“Very disappointed that having paid for next day delivery my parcel did not arrive. Initially I received a message saying that the driver had been delayed and would not get to me before 6.19 pm and then less than 30 minutes later received a message saying that the driver had ‘missed’ me and would not be back till Monday. Given that I was taking the contents to a friends house as a present on Saturday this was unsatisfactory. A photograph of a box which could have been taken anywhere had been left as supposed proof of an attempt at delivery. We were in, had good sight of our path and neither of us saw anyone arrive with a parcel.”
Helpful Report
Posted 2 years ago
Kate
Verified Reviewer
“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 .”
Helpful Report
Posted 2 years ago
Andrew Walkinshaw
Unverified Reviewer
“Too much to write down but suffice to say I have tried to tell them my problems and they don't want to know. Don't touch this company if you want good service!!”
Helpful Report
Posted 2 years ago
Tim Adcock
Verified Reviewer
“ABYSMAL Who cares? obviously not F&M judging by the astonishing amount of poor reviews. Our son thought he was purchasing a special treat for his Mothers 70th birthday but it was simply a wicker hamper overflowing with wood shavings and minimal contents of little prestige. they failed to include the all important birthday message or card. One item missing, No contents list. However, It did arrive on time ( hence the minimum 1 star review rating ) NEVER AGAIN - Spend your money more wisely elsewhere!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“As yet no idea what the cake is like. However having paid £5.95 for delivery, i didn't get advice of a delivery time, i didn't get a message on the DPD app and when i asked their misnamed customer service they were at best useless. So having overpaid for an appalling service, received an equally bad customer service experience i can only say avoid. I am sure you can find a small local producer who will care about their customer F&M certainly don't and it is the first and last time i will use them”
Helpful Report
Posted 2 years ago
Kerry L Drewitt
Verified Reviewer
“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”
Helpful Report
Posted 2 years ago
Marcia Anne Mackey
Unverified Reviewer
“Awful awful awful. Ordered a hamper for a 50th birthday - paid extra for a specific date. Never arrived. Still no word from the company despite emailing. The intended recipient is now away for a week - the hamper will be useless as it contained food which they were supposed to take with them. The site looks great but there is no attention to detail in terms of actual delivery of product. Just a mess.”
Helpful Report
Posted 3 years ago
RESIDENT OF SW1
Verified Reviewer
“STAFF HAVE BECOME MAINSTREAM OVER THE YEARS THEY USED TO BE PUBLIC SCHOOL OR MILITARY TYPES..I GUESS ITS A SIGN OF THE TIMES”
Helpful Report
Posted 3 years ago
SD
Verified Reviewer
“SHOCKING EXPERIENCE. THEY JUST DON'T CARE! AVOID! Had an absolutely awful and disappointing experience with Fortnum and Mason. Wanted to treat our children this year and ordered a variety of Easter Eggs and other items to be delivered on a specific day which we paid extra for. Received an email stating one item was out of stock due to demand and a new delivery date for that one item with everything else still confirmed for the original date - guess what? nothing turned up! For the first time ever my kids have gone without easter eggs. Thank you Fortnum and Mason. You would think we would get an apologetic reply but apparently providing good customer service is beneath them. SHOCKING SERVICE. A brand such as F&M should know and do better. SHAME ON YOU!”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“I ordered a variety of chocolate items for Mother’s Day and yet, Fortnum and Mason couldn’t even get the recipients address correct, I had to phone them three times trying to get it sorted out. The gift was then sent out and I received an email telling me that certain items were not in stock and were missing from the order and I would have to wait for a refund . Why can they not tell you if something is not in stock when you order it? This was my first time shopping at Fortnum and Mason and most definitely my last.”
Helpful Report
Posted 3 years ago
NickS
Unverified Reviewer
“I am horrified to report the following story. Yesterday I received a beautiful Breakfast Hamper which was sent to me my my dearest friends who are celebrating their Ruby wedding anniversay. They thought it would be wonderful to share a breakfast together online and this was the perfect way for us to get together to celebrate. We noticed that the bread supplied was solid - in fact it was extremely stale dispite the sell by date. I therefore contacted F&M customer services and informed the company of the situation. I pointed out that I would not feel able to discuss this with our friends as I did not wish to embarrass them by suggesting that a gift they sent was sub-standard. I was told that there was no way that the situation could be resolved as a result of the Data Protection Act and the fact that a replacement could only be sent with the approval of our friends and that they would therefore need to contact them. Firstly, I fail to understand the DPA breach that would occur by resolving the matter directly. I was also told that it was not possible simply to send out a new loaf. So, this matter was unresolved. I have to believe that the Fortnum and Mason policy is to rest on a historical reputation rather than reagrding the current customers as in any way important. I fully expect this matter to remain unresolved becasue F&M actually do not care. I should point out that our friends have held an account with the company for many years. At the point at which we feel we can refer to this situation with them we will certainly be recommending that they close their account. This is a simple matter which could have been resolved so easily. In fact, it is mostly the fact that this was not resolved quickly and painlessly that annoys me so much. The actual response was SO diametrically opposed to my expectations that I feel it so necessary to let others know of how little F&M care about their customers.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“Mother’s Day Hamper. Won’t arrive until five days after Mother’s Day. Pathetic. The likes of Amazon are crapping all over these companies and they can’t even see it. I wonder when they deliver Christmas hampers, January?”
Helpful Report
Posted 3 years ago
Matthew Clare
Verified Reviewer
“Really bad online customer service. Paid for named day delivery for birthday present, sent by DPD, that made, no attempt to even find a front door to knock on, had number but didn't call, they sent picture of the back of different flats that don't even have doors in on that side. Contacted customer services with this info, and asked for refund just on delivery costs which was refused. Very unhappy, will not be using again and would not recommend to anyone sending a gift.”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“I god a bit worried last weekend when i visited this site having placed an order for a birthday hamper delivery 2 days ahead a long way from London. Anyway it all worked perfectly and my order was delivered at lunchtime on the date requested! Thank you F+M and Dpd for the fantastic service!”
Helpful Report
Posted 3 years ago
Brenda
Unverified Reviewer
“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”
Helpful Report
Posted 3 years ago
S
Verified Reviewer
“I have shoped at F&M for many years. Ive never looked at reviews until now....im really shocked at such poor customer service!!!! I ordered a birthday gift ,paid for named day, when the 'receipt ' came through it had incorrect delivery address. Immediately i telephoned customer services to rectify, spent around an hour sending screenshots and e mails, was assured all was now fine and correct address for delivery. Today....named day...i receive a text from DPD saying 'sorry we missed you' and a photo of completely incorrect delivery address. Im now told that the gift should arrive the day after the ladies birthday.....great! My 'named day ' deliverywill be refunded. Good...as it should be. Not impressed at all. Not what one would expect from a high end retailer.”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“I ordered two egift cards from them. They delivered neither to the recipients (even though they promised they'd do so by Christmas). Our attempts at emailing and calling them were met with silence. They've still taken our money though, and neither gift has been delivered.”
Helpful Report
Posted 3 years ago
Fortnum & Mason is rated 2.5 based on 94 reviews
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