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Fortnum & Mason Reviews

2.5 Rating 94 Reviews

35 %

of reviewers recommend Fortnum & Mason

Company Reviews

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

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Fortnum & Mason 1 star review on 22nd April 2022

Fortnum & Mason 1 star review on 16th December 2021

Anonymous

Anonymous // 01/01/2019

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

“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.”

Posted 1 year 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”

Posted 3 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.”

Posted 5 months 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.”

Posted 3 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”

Posted 4 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.”

Posted 4 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.”

Posted 4 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.”

Posted 4 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.”

Posted 5 years ago

“Shocking service at Christmas ordered a hamper never delivered terrible.”

Posted 5 years ago

“I ordered a hamper from Fortnum and Mason which should have been delivered on 21.12.17. I received an e-mail on 21.12.17 that the package had been put in transit and would be delivered on 22.12.17 with absolutely no apology for the late delivery. I spent two hours on the telephone trying to speak to somebody in customer services. Fortnum and Mason have set up their system so that you ultimately never get through to anyone on the telephone. After twice choosing options, one lands in a queue with the message that you will be put through shortly and then after about 15 minutes receive the message that the option you have chosen is not recognized and then the connection is cut. I am still waiting for a reply to my e-mails. I have now read reviews in regard to Fortnum and Mason which in hindsight would have prevented me ordering from Fortnum and Mason. It is an appalling way to treat customers!!!!! I have no idea whether my hamper was delivered but I definitely know that Fortnum and Mason have booked the amount from my account. Hamper.com are very, very efficient and Fortnum and Mason could learn lessons from them in regard to customer servic e.”

Posted 6 years 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”

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”

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.”

Posted 4 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.”

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!”

Posted 5 months 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.”

Posted 1 year ago

“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.”

Posted 1 year 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.”

Posted 2 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.”

Posted 2 years ago

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Fortnum & Mason is rated 2.5 based on 94 reviews