Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 2.04

2.0 Rating 140 Reviews

24 %

of reviewers recommend Fortnum & Mason

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2.0

Based on 140 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 37%
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

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

“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.”

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Posted 1 year ago

“They are our go to store when in Town as always. We purchased there Piccalilli which the family finished in one go. Ha ha as we live 300 miles away now O well wait till our next trip lol well done Fortnam and Mason .”

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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

“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.”

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.”

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Posted 2 years ago

“Sub-standard customer support with painfully *slow* and support staff.”

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Posted 2 years ago

“I had a wonderful experience at Fortune&Mason in the tea department I wanted to creat a tea blend for two members of my family, the gentleman that served was so attentive, helpful and very polite and knowledgable his name is Ayodeji, I go often to shop in furtun&mason quite often and always notice that the service is excellent.”

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Posted 2 years ago

“A Big thank you to Shona who served us at the sweet counter. We had asked for 11 gift boxes and it was no trouble for her she was very polite and attentive. Thank you Shona.”

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Posted 2 years ago

“New delivery boxes - first class, suitably sturdy with easy access and plenty of support packaging.”

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Posted 2 years ago

“Recieved a box of cheese crackers and wine as a present quality superb.”

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Posted 2 years ago

“I ordered some rose and violet infusions - heavenly. They arrived beautifully packaged and made me feel very special. They know how to spoil you! I recommended that to my sister but alas, they were not to be found in the Piccadilly store.”

Helpful Report

Posted 2 years ago

“Terrible customer service when calling them regarding an overcharge in store. The first phone call went well and advised that accounts would call within an hour. They did not call. 2nd call the man talked over me much of the time and insisted I send images of the receipt as proof, I find they have a sophisticated IT system with transaction number and other information on receipt that can identify and easily look and confirm that I was charged for 2 identical items instead of 1. For a 5* business this was Asda style service on the phone. Still not resolved, I have spent more time on this than the amount owed justifies. My tip if buying in store, do not use cash and calculate in advance of the till your approximate spend. They make mistakes, human error and punish the customer if you try and rectify at home.”

Helpful Report

Posted 2 years ago

“Have been a customer of F&M for years. Received amazing service with a smile from Steph today (ground floor sales assistant). An outstanding professional in the world of retail! Thank you!”

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Posted 2 years ago

“Manchester I am elderly and a carer , tried going online to send a gift to our son and wife in Vancouver, as a surprise for them at Easter . I left it late because I was nervous about ordering online . Cannot believe how quickly the gift was delivered , in fact one gift arrived just in time for Easter , which was wonderful . Thank you so much Fortum & Mason , really appreciated. Kay”

Helpful Report

Posted 3 years ago

“The website is sticking tax on the full priced not reduced price and totalling up the costs as full price and adding tax (which should be included in the price) and shipping costs so a £5 egg is cost nearly £20 !!!!”

Fortnum & Mason 1 star review on 22nd April 2022

Helpful Report

Posted 3 years ago

“I placed an on line order for delivery and realised I had omitted an item. I contacted customer service and they were able to amend my order and allowed me to pay the difference without incurring further delivery charges. The customer service staff were very efficient and polite.”

Helpful Report

Posted 3 years ago

“I had ordered a birthday gift - to center of London. Of course it was not delivered and no one called the recipient apologizing. I called multiple times and this is what i got: - put on hold for 30 min (I hanged up as I called from New York) - hanged up twice - lied to that they are going to call the recipient right away - they never did. Never ever ever again I would order anything from them ! It is not about products - products are replaceable - it is about customer service - and they don’t have any.”

Helpful Report

Posted 3 years ago

“I ordered a Christmas hamper that I was later advised could not be delivered to the Isle Of Man. As I was visiting the UK over Christmas I arranged for the hamper to be delivered to an alternative address in the UK on the 29th December for New Year celebrations. It wasn't delivered despite numerous emails saying it would be. On phoning customer services it was ascertained that the replacement address was not updated on the order. Subsequently the hamper we wanted was now out of stock so our New Year's celebrations were changed somewhat. I have viewed the number of similar complaints below and it seems obvious that the customer service is just not good enough. I won't be ordering anything else from Fortnum & Mason.”

Helpful Report

Posted 3 years ago

“I sent back a damaged hamper last April and am still waiting for a replacement. It's been 9 months. I have had over 30 email exchanges and countless phone calls, and am still without a hamper or any further progress to solving a simple replacement. Worst customer service I have ever received. Definitely does not live up to their reputation.”

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Posted 3 years ago

“I'm a carer and was given a tin of Fortnum and Mason biscuits for Christmas from a client. I was really looking forward to them as not something I could afford myself. I opened one of the sealed 'layers' had a couple of biscuits, which were very nice. Put the rest back into the plastic wrap and back into the tin. 2 days later opened the tin to have a couple more, they were stale and soft so ended up in the bin! What a waste!”

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Posted 3 years ago

Fortnum & Mason is rated 2.0 based on 140 reviews