Name: Fortnum & Mason
Rating: 2.01

“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 7 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 7 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”

Helpful Report

Posted 7 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 8 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 8 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 11 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 1 year 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.”

Helpful Report

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.”

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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

“Terrible. Extremely disappointed. One of the worst steaks I've ever had and the peppercorn sauce never been peppercorn sauce, very bitter and foul tasting. Simple food should be so easy, but just to much fuss and tasteless. Expected a lot more from high end establishment. Don't waste your time and money.”

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Posted 2 years ago

“If I cld gv zero stars, I wld hv. I’m a tourist visiting London and hv been here for 2 wks. This is my worst experience here. Made a reservation for high tea through the hotel that I am staying with and received an email to confirm the reservation as well. 2 days before the supposed date of reservation, I received another email from Fortnum to reconfirm my reservation; which I did. However on the date itself, I turned up at The Royal Exchange outlet and was told they don’t hv my reservation confirmed. There were 2 ladies at the counter. I showed them the series of emails between their reservations team and me. One of the staff was extremely rude and bitchy. She spoke to me condescendingly and was adamant that my reservations wasn’t confirmed. Eventually, the manager, Kremtim, came forth to speak to us. We expressed our concern that my credit card details was taken to secure the booking and we wld be charged. He assured that this wld mot happen and even gv us his name shld we encounter any issues. What got me mad was it was a mistake on their end and the staff instead of apologising, was extremely rude. Throughout my interaction with them, I was polite and respectful. Never expected such bad service from a luxury brand. Terrible, horrible service. My advice is never to patronise this place and put your money elsewhere where there are many high tea options avail in the city.”

Helpful Report

Posted 2 years ago

“December 2020 Fortnum and Mason delivered the wrong hamper to us, a Tea Hamper instead of a Wine Hamper, 2 years later they STILL have not sent us the correct Hamper or offered us a refund. Blaming it on Brexit and delivery to Northern Ireland, However Royal Mail and many other courier services deliver to NI every day. Appalling customer service, would and could never recommend this shop to anyone.”

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 38%
Accurate And Undamaged Orders	Greater than 70%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5

Fortnum & Mason Reviews