Name: Fortnum & Mason
Rating: 2.04

“They are terrible, the call centre operatives are bordering on inept. I sent back a product on 2nd December and am still awaiting a refund or any acknowledgment of the return 18 days later. Every phone call to their call centre team fails to lead to any sort of resolve whatsoever, when the line went dead after a 15 m8nute call , no one called so I then had to sit on the phone listen8ng to the standard BS of ‘we really appreciate your call and thank you for waiting’ ……..no you don’t. Idiots.”

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Posted 4 months ago

“Absolutely shocking customer service! Ordered products on 07/12/24, delivery due by 16/12/24 at latest. It’s 19/12.2024 still no products. Email customer service no longer functions. Virtual assistant on WhatsApp is useless, Instagram no decent replies, messenger one reply saying they were reading my messages but then nothing more. Phoned them, after a two plus hour wait spoke to someone who assured me I would receive them next day. That was on 17/12/2024. Tried to cancel as it now won’t arrive in time, no response to that either. Would never use again nor recommend.”

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Posted 4 months ago

“Avoid! Absolutely awful Absolutely awful! After delivering my Christmas order in November over a month before the booking date, I have just taken delivery of the replacement (I did receive a voucher for the inconvenience) I have received just 2 items!!! One of which is leaking. Furious. I’m now waiting for an obscene length of time for assistance. What a shambolic affair. I have never experienced such poor service and this is absolutely not expected from such a well known name. Appalling customer service. Avoid it, not worth the hassle. The point of paying more is for the entire experience and this has been nothing but a useless disaster from start to finish.”

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Posted 4 months ago

“Ordered a Christmas present being of December which has not arrived and won't be arriving before Christmas Customer service shocking What app never gets returned Emails never get answered Stay clear of there online services”

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Posted 4 months ago

“I ordered a hamper which was not delivered. I tried to contact them through all platforms they advertised - none responded. I kept trying for two days and then had to call their customer service line. I was in a queue for over 1 and a half hours and still haven't got through. Absolutely appalling.”

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Posted 4 months ago

“Order a tree skirt and bauble, it was supposed to be delivered on the 11/12/24 i called up asking where it was at 4pm, I was told they didn’t know but would email me asap to let me know. I ended up having to call them 3 days in a row as despite each advisor promising to contact me know one did. To be honest I don’t even think the c/s advisors care. The last person I spoke with was when I cancelled my order, it was clear she didn’t think being 4days late with no confirmation of when it would arrive was a problem. Her response was “so you are no longer interested in purchasing this item”. That was my first and last time I will use F&M..they are not a high end retailer ..they are just expensive, there is a difference.”

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Posted 4 months ago

“Order for Xmas food placed last week of Oct-24 for delivery between 04/12/24 and 11/12/24 in Australia (note this is summer in December…) Contacted F&M late November to make an amendment to the order which was not successful because the order was being processed. Later in Nov-24, I was informed that a £16.67 item was unavailable. I was refunded A$8.35 (£4.17 at today’s exchange rate). I have challenged that countless times (WhatsApp, email, iMessages) and am still to be provided an acknowledgement. Over the last few days, I made attempts every day to contact F&M to seek an update about the order. Every time I mentioned that no one would be home past the 20th December until early Jan-25, and there was a strong risk of having the parcel of perishable goods worth £300+ left outside in the Australian summer. As of today, I was informed that my parcel was sent out and would reach Australia on 24th December. No contact to ask for an alternative address, no contact to check if this was suitable and most importantly no apology for the inconvenience caused. The order contains items I wanted to share with my work team before the start of our Xmas break on 20/12 to celebrate our hard work throughout the year, this simply won’t happen, and why would they care? I am escalating the matter with them and will seek compensation for the absolute mishandling of the situation. I will also seek full refund for the item that will not be delivered.”

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Posted 4 months ago

“I don’t understand what has happened to Fortnum, I placed multiple orders and everything is wrong when it does arrive and the rest is missing in transit somewhere, the media should be covering this as they hold a royal warrant and that should be taken away from them for ruining multiple people’s Christmas , it’s impossible to get through to customer service and reading all the reviews left for Fortnum across multiple social media platforms I wish I’d gone to M&S instead and saved a small fortune”

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Posted 4 months ago

“Terrible Customer Service when ordering Christmas Gifts for my Clients. 3 x Excel spreadsheet to get the details correct (one sent with someone else's details on), then no one would take my call to explain delays.... NEVER USE THIS Company...”

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Posted 4 months ago

“I have never come across such poor customer service in my life and will never order from them again. They offer named day delivery but it came on a different day and it has been an absolute pain since then. I have been on the phone and Whatsapp numerous times and each time the story changes. The level of service is unbelievably bad. It varied from practically being accused of pretending that the parcels had not been delivered to not being able to hear an agent as it sounded as though he was in the middle of a party.”

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Posted 4 months ago

“I suspect Fortnum & Mason doesn't give two hoots for Customer Service. I placed a Named Day delivery in November for 11 December 2024. First I was overcharged for the delivery - the website cost displayed was £4.95 - they charged me £7.95! Someone called Izzy Hewitt promised that the £3 overcharge would be refunded - I haven't had it. To cap it all, the chosen delivery day has arrived and guess what ... no delivery! Will I use this dreadful company again - I think not and would advise others not to bother!”

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Posted 4 months ago

“I ordered a large hamper as a present for our business partner and chose a nominated day delivery. I received no dispatch notification, no delivery on the chosen day. Customer Services are impossible to get through to, I tried all available channels - there's simply no response. I'm absolutely shocked as I never expected this from F&M. Horrendous service, never again. How can you operate like this? Total embarrassment of a company!”

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Posted 4 months ago

“Arrival date has come and gone. Emails ignored, telephones never answered . F & M have my money and If the products ever arrive I don’t want them. Seems I cannot stop it and impossible to send back. Am a regular customer but never again. Better service at Tesco’s”

Helpful Report

Posted 4 months ago

“5 Star brand, 2 Star service 2 months ago I order a hamper as a thank you gift for my friends and selected a named day delivery because of my and their travel plans. F&M failed to meet this, failed to contact me and failed to resolve the issue when I brought it to their attention. Instead F&M lied to me, offered pitiful tokens of apology and took up half my afternoon because of a customer service process that just isn’t fit for purpose. If you want a reliable dependable service, look elsewhere. When I emailed the customer service address given with the order, I got an automated response that it was no longer in service and to use whatsapp instead. The whatsapp service took over 3 hours without any resolution. First a chatbot could not provide details, then after a 2 hour wait a agent contacted me to ask me to reconfirm the details and verify my identity. This agent just gave overly sweet false platitudes, lied that the shipment had already been shipped and offered £10 for the inconvenience. 2 months of advance notice wasted, 3 hours of my time wasted and F&Ms solution is to lie to me, give me a £10 voucher, keep its profit, not express the delivery, just plod along as it pleases. Woeful! Moral of the story F&M are unreliable and when it makes a mistake it does not take responsibility to resolve the issue. Instead it lies, gives false platitudes about caring and escalation the issue. All to maximise its profit even when it fails to meet the service it was paid to provide.”

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Posted 4 months ago

“Third order with Fortnum and Masons. Previously two were flawless but this one (14 items ordered as Christmas presents) arrived in a battered, wet and open box (the box was far too big for the contents inside) with most of the items inside either open, dented, ripped and one missing. The paperwork notes an email address to contact for returns that just bounces back as it's 'no longer in use', I then completed an email form but didn't recieve confirmation whether it had been sent, I was then directed to a WhatsApp chat with the usual VAs and bots, and finally found a form to complete. WhatsApp messasge is still sitting with an auto 'Sorry it's taking longer than expected to connect you. You will be connected to an agent shortly' message two hours later. Really shocked at how bad their customer services is when there is an issue and how badly packed an order can be. Won't ever order again and now have to lug a massive box the post office to return. Such a faff.”

Fortnum & Mason 1 star review on 9th December 2024

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Posted 4 months ago

“Failed to deliver on the agreed date. No contact to explain this so wasted a day waiting. On their order confirmation screen they give out an email address for customer services........ It doesn't work. Sort of sums them really”

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Posted 4 months ago

“Dreadful experience of online delivery. Normally arrives well packaged which is to be expected for expensive luxury goods. My delivery way chucked into one big box, no padding, items damaged. Tesco finest came better wrapped.”

Fortnum & Mason 1 star review on 6th December 2024

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Posted 4 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 4 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 4 months ago

“Thought I'd give F&M one more try after a disastrous experience with their web ordering in August. What a fool I was! Latest tale of incompetence saw me order a few items which at the time of ordering were promised for nominated day delivery on 29/11, at extra cost, but still haven't even been despatched four days later. The email address shown on the order confirmation for order update follow up doesn't work and instead the customer receives a bounce-back email and is asked to contact the business through WhatsApp. On this had to give my name, and email address, on two occasions as the person on the other end couldn't be bothered to read further up the message and joy of all joys it now takes between 3-5 business days to get a full refund on the order which was obviously cancelled so I could instead purchase the items elsewhere. Utterly chronic service and, dare I say it, an utter joke for a premium brand such as F&M. The senior management team at F&M demonstrate complete arrogance in their approach to online orders and I shall never waste my time again within this awful brand. Buyer Beware - again!”

Helpful Report

Posted 5 months ago

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

Fortnum & Mason Reviews