Third order with Fortnum and Masons. Previously two were flawless but this one (14 items ordered as Christmas presents) arrived in a battered, wet and open box (the box was far too big for the contents inside) with most of the items inside either open, dented, ripped and one missing. The paperwork notes an email address to contact for returns that just bounces back as it's 'no longer in use', I then completed an email form but didn't recieve confirmation whether it had been sent, I was then directed to a WhatsApp chat with the usual VAs and bots, and finally found a form to complete. WhatsApp messasge is still sitting with an auto 'Sorry it's taking longer than expected to connect you. You will be connected to an agent shortly' message two hours later. Really shocked at how bad their customer services is when there is an issue and how badly packed an order can be. Won't ever order again and now have to lug a massive box the post office to return. Such a faff.