Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 1.98

2.0 Rating 154 Reviews

23 %

of reviewers recommend Fortnum & Mason

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2.0

Based on 154 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 68%
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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“Absolutely terrible company. After 4 days of phone calls , internet chats and wots app messages the so called customer service team have still not resolved the missing items from my delivery or collected the box incorrectly delivered here. Most the staff do t speak a word of English and are absolutely incompetent. The mgt team could not run a bath and are rude and equally useless. No one takes responsibility or can deal with sorting a simple problem. A so called manager named Porsche needs to be sacked as is a total liar and rude and condescending with a chip on her shoulder and should not work in customer service . Have given up trying to get it resolved now. Suggest everyone avoids this company .”

Helpful Report

Posted 10 months ago

“I am very disappointment regarding a recent order I placed for a birthday hamper. Not only the product I was looking forward to for the occasion—the mini birthday cake— was replaced with an item that, in my opinion, had no relevance to a birthday theme, but I was also shocked to discover that two of the products in the hamper were expired ( one of them being the replacement product). One product expired in October and another in November and my husband unknowingly consumed half of it on his birthday. I immediately contacted customer service to address this issue, but despite my efforts, I have not received a response even after a week. This lack of acknowledgement, combined with the expired items in the hamper, has left me deeply dissatisfied. I will not make any future purchases from this company due to their dishonesty,it is evident that they prioritize profits over the well-being of their clients!!!!”

Helpful Report

Posted 10 months ago

“Delivered crockery for Christmas presents due to being inadequately packed . Customer service is obviously in another country and absolutely hopeless. Still waiting for a reply after ten days and no replacements sent . Never again .”

Helpful Report

Posted 11 months ago

“2 weeks after Fortnums were supposed to deliver my Christmas food, they still haven't delivered!, nor contacted me to explain, nor apologise, nor refund or compensate. I've spent hours on hold to customer services, left whatsapp messages, emails, filled in forms, no response whatsoever. If i could leave zero stars I would. Am sure the shop itself is quite good, but do not order anything from them online. Terrible.”

Helpful Report

Posted 11 months ago

“I have contacted F&M via what's app twice and by email over damaged goods received in a hamper...these were obviously packed knowing they were damaged.I have received no response Appalling customer service!”

Helpful Report

Posted 11 months ago

“Appalling follow up customer service. I bought a bracelet from the jewellery department as an overseas visitor . I was happy with my purchase and the customer service Inside the store. Once back at my accomodation I forgot to ask about claiming the VAT as an overseas visitor. I phoned Customer Services for Fortnum & Mason They did not know the policy but asked me to email them which I did straight away. They acknowledged receipt of the email . I then heard nothing . I emailed and phoned 4 times as I only had 5 more days in the uk. I heard nothing . Absolutely appalling customer service. I ended up researching myself - not realising that VAT was no longer refundable for overseas customers who purchase in store. Their customer service people don’t even know that basic fact. Their reputation has gone right down .”

Helpful Report

Posted 11 months ago

“Placed an order on the 3rd of December anticipating the Christmas rush, all went through fine and received the confirmation email saying it would be delivered on or before the 11th of December. Then nothing, no updates no further information nothing.. wait until the 11th, no delivery, contact the email address they provided to find out its no longer in use and sent a link to WhatsApp.. I then waste a further 24hrs being given the runaround by muppets, only to then be told they couldn't find my original order, and that they couldn't ship another until the 27th of December. I then asked just to refund me, to then be told this will also take another fortnight! Absolutely abysmal service, its a shame because they sell some brilliant products, but I will never shop here again.”

Helpful Report

Posted 11 months ago

“We have had the most appalling service from Fortnum's. I paid for a specified delivery date, 5/14 items were delivered. I was promised the balance of the goods would arrive the next day. Nothing arrived. I was told the balance of goods would arrive two days later only 7 items arrived. I was told the other two items would arrive the following day nothing. I was then told they would arrive by the 24/12 only one item arrived. One is still outstanding. I made a formal complaint and was sent a voucher. It is costing me more in time, days off and phone bills than the voucher sent. It is all so ridiculous. I was kept waiting on the what's app chat for 26 hours, on the phone for hours at a time, the call back system does not work and when I tried to ring Izzy Hewit (customer services assistant) her name was not recognised. I am absolutely livid and will not use them ever again for Xmas gifts, or any other gift.”

Helpful Report

Posted 11 months ago

“I ordered two beef Wellingtons for Christmas. Today, the day before Christmas Eve, they have sent me a single vegetarian Wellington. I have been trying to get an answer from their customer service for over 2 hours and I get no reply on the phone or even their virtual assistant. We now have nothing for Christmas dinner apart from sprouts. Avoid these people like the plague.”

Helpful Report

Posted 11 months ago

“Delivery of Christmas Pantry hamper with a number of the contents missing, tried contacting customer service via the telephone and WhatsApp with no response. What a disappointment and complete waste of money?”

Helpful Report

Posted 11 months ago

“Scottish Bank notes were not accepted. Looked at me as if they didn’t even know where Scotland was. I explained that we are part of the United Kingdom and the currency’s Sterling. But no. Shocking that staff are not trained in recognising this fact.”

Helpful Report

Posted 11 months ago

“Lies, lies, lies. Item ordered 10th Dec with delivery by 20th. Whatsapped for non arrival and was contacted 12 hours later with an outright lie that my parcel was with DPD and would be delivered on the 20th. No, it hasn’t been. It was a Lloyds payment and I contacted them. As of now, Lloyds have refunded my money, albeit pending them contacting F&M for their side of the story. Judging by the scores of people trying and failing to speak to someone, I wonder if my bank will have any more success. An absolute shambles of a company!”

Helpful Report

Posted 11 months ago

“Customer Service. Never heard of at F&M, does not exist.”

Helpful Report

Posted 11 months ago

“Truly awful. Box delivered damaged by DHL and very badly packed in the warehouse so 4 tubes of biscuits were bashed. These are expensive and Christmas presents so I called customer services to get these replaced. They picked up the damaged items 2 days later but have failed to replace these items despite waiting more than a week. I’ve called customer services and was told they would arrive the next day. 3 days later still not here… They have disabled the email system and moved to AI on WhatsApp. Was told a customer service agent would be in contact shortly but still waiting hours later. Very shoddy service by such a reputable retailer!”

Helpful Report

Posted 11 months ago

“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.”

Helpful Report

Posted 11 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.”

Helpful Report

Posted 11 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.”

Helpful Report

Posted 11 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”

Helpful Report

Posted 11 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.”

Helpful Report

Posted 11 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.”

Helpful Report

Posted 11 months ago

Fortnum & Mason is rated 2.0 based on 154 reviews