Fortnum & Mason Reviews

2.5 Rating 94 Reviews
35 %
of reviewers recommend Fortnum & Mason
2.5
Based on 94 reviews
Shipping & Delivery
Delivery Methods
Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 53%
Accurate And Undamaged Orders
Greater than 84%
Customer Service
Communication Channels
Telephone, Email
Visit Website

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I ordered and paid for my Christmas groceries (Beef Wellington)& it was arranged to be delivered on 22nd December,but didn’t arrive and I had been trying to contact F&M since 21 st December to no avail…eventually I spoke to a very uninterested lady who was unhelpful and we got cut off after waiting for 45 minutes. I still have not received any response from this company and am so upset and disappointed as lunch was ruined . Having the reputation as a top end shop,the customer service is appalling. Will never shop here again.
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Posted 3 months ago
Ordered beef wellington to be delivered on named date of 23rd December for Christmas Day. No delivery time slot given so arranged to stay in then received an email to say it will be delivered on 24th so we now need to wait In again. I would have cancelled but it is a bit late to look for an alternative. I would not recommend using Fortnum and Mason if you need reliable service. Very disappointed
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Posted 3 months ago
I ordered a Christmas Hamper well before their self imposed deadline to get it delivered before Christmas and the shipping date that has shown up on my order shows the 26 th as delivery date thanks for ruining my wife’s surprise Christmas hamper. I tried to contact online and it timed out twice at the 30 minute mark without anyone helping in any way. I also called once and was disconnected once after 20 something minutes and finally was put thru to an associate who did tell me that it would be delivered on the 25th and that evening it showed up as in route 5 days after ordered and said it wouldn’t get delivered until the 26th. So much for premier service and any semblance of customer care or support
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Posted 3 months ago
Sent back a bracelet in September, problem not resolved, need to be a lord or MP to get service, never again. Jay Daniels
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Posted 3 months ago
Customer service is appalling, I have been trying to contact F&M for 3 days to exchange a damaged delivery, I have used every method of communication stated on their website and had no response. As a retail worker myself I feel their customer service is totally letting them down. I am a first time customer and this will be my last purchase.
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Posted 3 months ago
It's a waste of 1 point. I bought a free shipping product 2 weeks ago, but it was charged shipping fee. Customer team promised to proceed with the refund, but I still haven't received the refund until now. Even if I leave an inquiry about the problem, the customer team seems to ignore it. The company's history of more than 300 years is likely to collapse due to poor service.
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Posted 3 months ago
I’m sure the product I’ve bought will be impeccable but my husband hinted that he would like a particular product, I told him that I’d already got him something, (I hadn’t). I wanted to surprise him. The parcel arrived promptly but he answered the door to my horror the parcel was not covered and arrived (it may as well been a neon sign) with FORTNUM & MASON plastered on it, not good, The surprise gone, we are in our middle sixtes so not a lot of surprises after 48 yrs of marriage. Very disappointed. I know it’s not the end of the world. But cover it up in future especially at this time of the year.
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Posted 3 months ago
It appears Fortnum & Mason are going against Consumer Rights which states ‘Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods.’ Save yourself the hassle and go elsewhere. I have a lot of patience and am not one to complain but Fortnum & Mason are a nightmare. I made an order on 12th November totalling at £116.60 and asked for it to be delivered on the 16th December (34 days later). This order was for my boyfriend and his family for Christmas. The following day we split up. 15th November (3 days after ordering) I asked customer service to cancel my order as I didn’t require the goods anymore to which they refused because ‘it’s already processed by the warehouse and cannot be amended’ so I have to wait 34 days to receive the goods then return it for them to refund me which makes absolutely no sense and would be easier to just cancel rather than go to all of that effort. Fortnum & Mason is an absolute joke of a company, the customer service is shocking, I will never buy from them again and advise anyone reading this not to bother because if you have any issues with them or your order, it will not be sorted.
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Posted 4 months ago
As a company, we spent over £2,250 on Christmas hampers for staff last year. Of those ordered, more than half did not arrive on time, three arrived at the wrong address and 1 did not arrive at all. F&M blamed DPD and vice versa - to the extent it became more of a chore than the intended goodwill gesture and benefit to hardworking employees. For countless hours both on the phone and in email correspondence, F&M offered a £10 voucher for our troubles - insulting in itself! I would strongly suggest you look to a more joined up professional firm when ordering a gift hamper. MERRY CHRISTAMS!
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Posted 5 months ago
Ordered items for a memorial tea did not arrive on the day specified spoiled the planned day as it had to be cancelled. Three phone calls later eventually arrived days late. Customer service was good, blamed DPD delivery service saying they always have problems with them. Shame they use this company who has a poor reputation and discredits Fortnum and Masons’s reputation. Will never order from Fortnum and Mason again while they use DPD many bad experiences with them as they are not reliable in my opinion.
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Posted 5 months ago
Thank you for an amazing afternoon tea Such a lot of choice of teas and food was so different and a waiter Ivan was so helpful and attentive My friend her daughter and my daughter came to celebrate my 60th birthday It was such a lovely way to celebrate
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Posted 5 months ago
A huge thank you to Clive, Joya and Mohammad at the St.Pancras branch. All the staff were helpful and polite.Today, Joya helped in suggesting what might be suitable for my gift box. She then, with grace and acumen ,wrapped the box beautifully. I received excellent service. From Kauser
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Posted 8 months ago
I needed help putting a bespoke hamper together for friends in Los Angeles. I rang customer service and Kallum helped me achieve my list of English goodies. Perfect advice and knowledge. This was excellent service and he is a credit to Fortnums. Thank you.
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Posted 8 months ago
Terrible. Extremely disappointed. One of the worst steaks I've ever had and the peppercorn sauce never been peppercorn sauce, very bitter and foul tasting. Simple food should be so easy, but just to much fuss and tasteless. Expected a lot more from high end establishment. Don't waste your time and money.
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Posted 8 months ago
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 10 months 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 1 year 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.
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Posted 1 year 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.
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Posted 1 year 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 1 year ago
Sub-standard customer support with painfully *slow* and support staff.
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Posted 1 year ago
Fortnum & Mason is rated 2.5 based on 94 reviews