Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 2.01

2.0 Rating 145 Reviews

23 %

of reviewers recommend Fortnum & Mason

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2.0

Based on 145 reviews

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

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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 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 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.”

Helpful Report

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!”

Helpful Report

Posted 3 years ago

“Received a Fortnum and Mason hamper as a Christmas gift, which had a price of around £100. The contents represented extremely poor value and the wicker basket was not particularly well made. Quite frankly, I would never recommend this to anyone and I certainly would never gift one in the future. Very disappointing!!”

Helpful Report

Posted 3 years ago

“So disappointed with this experience. Ordered a hamper for mum and dad (we live in NZ) and paid extra for the privilege of a named day delivery on the 18th Dec. On the day a box with a bottle of wine and some cheese was delivered but no sign of the hamper. Three emails to “customer service” and on-hold for ages to the phone line yielded zilch…no replies and no pick up of the phone, just a chirpy voice telling me how wonderful F&M hampers are as Christmas gifts. Never again, and wondering how I will ever get my money back since nobody replies. Great money-making strategy.”

Helpful Report

Posted 3 years ago

“F&M Sandringham blend coffee is totally foul so Queen Alexandra liked this coffee obviously had no taste. Why sell a coffee that does not tell you what bean is in it our where they came from? Answer because it thinks it is posh when it is SH**”

Helpful Report

Posted 3 years ago

“Would give zero stars if I could! My email complaint to F&M below: The gift messages your staff wrote were completely wrong The hampers were supposed to go to two different addresses yet he put them done for the same one I called to change the addresses and was told to contact DPD myself which they weren't able to do and told me to contact F&M again Called back and got told the addresses had been changed but when i checked the tracking this had not been done Called back again and asked for a refund which was granted and that an email confirmation would be sent, no email received. Few days later called to check refund status and was told previous person had actually not processed it at all. New person then processed it again and told me to wait for an email confirmation. Days later, still no confirmation email. Called again and was told another refund request had been issued and an email confirming this request would come straight to me. Days later, no email still. Today, calling again to find out what is going on with the refund. Still no refund or email. Disgusting customer service!!”

Helpful Report

Posted 3 years ago

“I ordered £2000 worth of hampers two weeks ago for our employees for our Christmas party which we've now missed and I still haven't received. No one there seems to know where these items are. I've sat on hold for at least 15 hours over the past 10 days trying to track these down and requested several manager call backs which never happen. For such a large company with an apparent "quality reputation" the service is disgusting. All of my emails are ignored, the live chat operatives do not care however the company are happy to hold on to my money while whilst continuing to ignore me. (currently sat on hold for a further 2 hours while typing this)”

Fortnum & Mason 1 star review on 16th December 2021

Helpful Report

Posted 3 years ago

“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 3 years ago

“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 3 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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

Fortnum & Mason is rated 2.0 based on 145 reviews