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

“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.”

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”

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”

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'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.”

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

“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.”

Posted 9 months 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.”

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.”

Posted 1 year ago

“Sub-standard customer support with painfully *slow* and support staff.”

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

“The website is sticking tax on the full priced not reduced price and totalling up the costs as full price and adding tax (which should be included in the price) and shipping costs so a £5 egg is cost nearly £20 !!!!”

Fortnum & Mason 1 star review on 22nd April 2022

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

“I sent back a damaged hamper last April and am still waiting for a replacement. It's been 9 months. I have had over 30 email exchanges and countless phone calls, and am still without a hamper or any further progress to solving a simple replacement. Worst customer service I have ever received. Definitely does not live up to their reputation.”

Posted 2 years ago

“I'm a carer and was given a tin of Fortnum and Mason biscuits for Christmas from a client. I was really looking forward to them as not something I could afford myself. I opened one of the sealed 'layers' had a couple of biscuits, which were very nice. Put the rest back into the plastic wrap and back into the tin. 2 days later opened the tin to have a couple more, they were stale and soft so ended up in the bin! What a waste!”

Posted 2 years ago

“Received a Fortnum and Mason hamper as a Christmas gift, which had a price of around £100. The contents represented extremely poor value and the wicker basket was not particularly well made. Quite frankly, I would never recommend this to anyone and I certainly would never gift one in the future. Very disappointing!!”

Posted 2 years ago

“So disappointed with this experience. Ordered a hamper for mum and dad (we live in NZ) and paid extra for the privilege of a named day delivery on the 18th Dec. On the day a box with a bottle of wine and some cheese was delivered but no sign of the hamper. Three emails to “customer service” and on-hold for ages to the phone line yielded zilch…no replies and no pick up of the phone, just a chirpy voice telling me how wonderful F&M hampers are as Christmas gifts. Never again, and wondering how I will ever get my money back since nobody replies. Great money-making strategy.”

Posted 2 years ago

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Fortnum & Mason is rated 2.5 based on 94 reviews