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

“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”

Helpful Report

Posted 1 year 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.”

Helpful Report

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.”

Helpful Report

Posted 2 years 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 6 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 6 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”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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 7 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.”

Helpful Report

Posted 7 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”

Helpful Report

Posted 7 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”

Helpful Report

Posted 1 year ago

“Sent back a bracelet in September, problem not resolved, need to be a lord or MP to get service, never again. Jay Daniels”

Helpful Report

Posted 1 year 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.”

Helpful Report

Posted 1 year 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!”

Helpful Report

Posted 1 year ago

“I ordered two egift cards from them. They delivered neither to the recipients (even though they promised they'd do so by Christmas). Our attempts at emailing and calling them were met with silence. They've still taken our money though, and neither gift has been delivered.”

Helpful Report

Posted 4 years ago

“Order web4460412 I paid the extra delivery cost, to ensure it arrived on time instead of paying the standard delivery. The package has not shown up and they refuse to refund the delivery. This is terrible service, don't offer a service you cannot for fill. Avoid ordering”

Helpful Report

Posted 5 years ago

“Very disappointed in Fortnum & Mason. Placed an order for a Christmas present and paid extra for named day delivery. Order did not show up and it took for me to contact them to be told they had issues at their warehouse and as such the order will not arrive until well after Christmas. Very polite staff handling a difficult situation but apparently no managers or supervisors in to discuss resolution options. Firstly, paid extra for the named day delivery. Secondly, why did they take the money gladly knowing they would not be able to deliver? Finally, now having to run around on Christmas Eve to try to get a present that would have been perfect. Very poor show. This is the fourth time they have done this to me and for a company who say they are the best, they fall far short. Perhaps too concerned with their record profits this year as opposed to focusing on taking care of the customers who spend.”

Helpful Report

Posted 5 years ago

“I echo some of the other recent reviews. I have used F&M for a few years without complaint but this year one of my orders was placed on 2 December for delivery on 17th. I discovered on 20th that it had not been despatched. No prior contact and on enquiry I get a "Dear Sir/Madam" email, still with no delivery date or explanation. Perhaps "success" has gone to their head. Well complacency does not get my vote.”

Helpful Report

Posted 5 years ago

“I made an order for my Company of 58 bottles of Champagne to arrive yesterday. Only 48 have showed up so 10 staff will not be getting theirs at the same time. I am still awaiting an urgent call back, now been 48 hours to advise me when next 10 will be arriving. Terrible service. Spent over £4,000.00 with them to receive bad service, no reply and not what I ordered. Very disappointed. Will not be using them for Company orders in the future.”

Helpful Report

Posted 5 years ago

“I ordered a hamper on line. It arrived in a cardboard box with bubble wrap. My fault apparently for misunderstanding what I was doing online. Avoid making your own hampers up as it is not entirely clear in my view. However I accept it was my mistake but would F&M help me correct the error? No. The attitude seemed to be utterly rigid - we great store of worldwide renown. You stupid incompetent woman who can’t order online properly. We don’t need custom like yours - go swing and stop clogging up the customer service line. Customer definitely comes first.”

Helpful Report

Posted 6 years ago

Fortnum & Mason is rated 2.0 based on 145 reviews