Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 2.02

2.0 Rating 143 Reviews

24 %

of reviewers recommend Fortnum & Mason

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2.0

Based on 143 reviews

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

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Fortnum & Mason 1 star review on 7th March 2025

Anonymous

Fortnum & Mason 1 star review on 12th January 2025

Cristina

Fortnum & Mason 1 star review on 9th December 2024

Anonymous

Anonymous // 01/01/2019

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“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 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”

Helpful Report

Posted 4 years ago

“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 4 years ago

“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 4 years ago

Helpful Report

Posted 4 years ago

“Ordered Christmas hamper on the 28th of Nov with a delivery date to Dublin between 18th -23rd of Dec. Hamper not dispatched until the 18th of Dec. Email received on the 23rd of Dec stating hamper would be delivered late. Called to clarify waited for over an hour for call to be answered whilst listening to recording stating “nothing says Christmas like a Fortnum & Mason Hamper, order now to avoid disappointment” !!!! Reassured issue would be escalated however having chased every day via emails & telephone escalation team haven’t responded. I was informed “they are very busy” & delivery delay is due to Brexit!! Bizarrely deliveries from both Selfridges & Harvey Nicholls arrived on time. An incompetent company who clearly don’t care or value their customers. A Christmas hamper after Christmas is certainly not what I anticipated. Avoid disappointment & DON’T Order from them. A very disappointed disgruntled customer.”

Helpful Report

Posted 4 years ago

“I have held an account with this company for many years. And I have to say I have never been disappointed. This year I ordered only a few non perishable goods for Christmas gifts and got them delivered to my home so I could then dispatch to frinds. I work in the transport industry and realised it would be difficult because of covid to get the normal service, The network is delivering PPE, vaccines, covid tests and results. Etc, etc. That and the fact people are working from home, so don't have the same information as they were in a place of work. It has been a difficult year for many, and I have to say if a delayed or cancelled Christmas present is your problem, you are very fortunate.”

Helpful Report

Posted 4 years ago

“I ordered a Christmas hamper with a personal message for my wife, five of the twelve items were missing and the items that were in the hamper not arranged at all just thrown to the bottom of the hamper, the personalised message was eventually found under the address label, now I cannot contact anybody about my issues, fortnum and Mason had no problem in taking my £180!!!”

Helpful Report

Posted 4 years ago

“Yet another one ........ do Fortnum and Mason not understand customer service? Hamper plus additional items ordered early October, paid named delivery Dec 23rd (because after all, its worth the cost to avoid any disappointment and for peace of mind). Dec 23rd @ 1.00am, receive email noting the 1 item I ordered was no longer available and I would receive a refund in a few days. Other than that, no communications, no email with tracking information (as promised), no apologetic email, nothing. We all know what is happening at the moment, we know London was recently put into Tier 4, but communication costs nothing and can be done from home. Quite honestly, I would prefer F&M not to deliver the hamper, cancel my order and give the contents to a local charity. I ordered a hamper from Harrods last year that was delivered with no issues, guess where I will be shopping next year.”

Helpful Report

Posted 4 years ago

“Had a delivery one item a game pie was awful no joy phoning sent emails”

Helpful Report

Posted 4 years ago

“Hamper due 18th Dec received dispatch notice on 19th December by 21st December still no hamper! After 35 minute wait to customer services Informed would call me back with update. No call back just an email to say it won't be delivered. Another 30 min wait to be told no hampers left ... human error, sorry!! Will never recommend this company in fact will advise to avoid!!”

Helpful Report

Posted 4 years ago

“For all the previous reviews complaining that they could not complete an order online as the website was poor think yourselves lucky. Today I received my Marylebone Hamper. This hamper costs £200 and 20 were bought for all staff, what a complete an utter disappointment. 10 years we have been ordering from F&M BUT NEVER AGAIN! I’m almost cross as this is normally a Christmas treat especially after the year 2020 has been!”

Helpful Report

Posted 4 years ago

“Large order of Christmas food and presents ordered early dec and due to arrive on the 12th (which came and went with nothing heard). Two days later we contacted courier (dpd ) who confirmed parcel sent back to F&M because it was damaged. When we contacted F&M service they said that (with 10 days to go) they couldn’t get a replacement order to us before Christmas..... and couldn’t say when we’d get it afterwards. I cancelled order - disaster! No attempt to recompense us in any way. F&M failed to honour the order, v disappointed with their approach to customer service. Will not be ordering from them again any time soon. Has left us having to run around at the last minute.”

Helpful Report

Posted 4 years ago

“I ordered a hamper on Sunday, 6th Dec I received a message yesterday, Tuesday, 8th Dec to say it would arrive today between 12.39 -13.39. True to their word my hamper arrived at 12.45. Can’t fault the service, I ordered another “present” from a company in York, 10 miles from my home, it won’t arrive until Friday. I did have some doubts after reading some of the reviews, I’m glad I decided to continue with my order, well done F&M.”

Helpful Report

Posted 4 years ago

“Spent an hour and then some trying to order for Christmas through the F&M webshop. Unable to order a specific date slot, the webshop defaults to 7th Nov (which would be impossible, given international delivery and today being 7th Nov). Would have spent closer to 1000e altogether but giving up now. We tried 2 different operating systems and 5 different browsers, the webshop did not work properly with any of them. Highly frustrating.”

Helpful Report

Posted 4 years ago

Fortnum & Mason is rated 2.0 based on 143 reviews