Appalling follow up customer service. I bought a bracelet from the jewellery department as an overseas visitor . I was happy with my purchase and the customer service Inside the store. Once back at my accomodation I forgot to ask about claiming the VAT as an overseas visitor. I phoned Customer Services for Fortnum & Mason They did not know the policy but asked me to email them which I did straight away. They acknowledged receipt of the email . I then heard nothing . I emailed and phoned 4 times as I only had 5 more days in the uk. I heard nothing . Absolutely appalling customer service. I ended up researching myself - not realising that VAT was no longer refundable for overseas customers who purchase in store. Their customer service people don’t even know that basic fact. Their reputation has gone right down .