I was a very loyal Fortnum and Mason customer for many years, always ordering gifts for friends and colleagues from their website at Christmas, New Year and Lunar New Year. This year's multiple negative experiences means that I will not be ordering from them ever again. I placed over 10 orders on the Fortnum and Mason website in the past couple of weeks. Here comes the endless problems and hours of pointless chatting on the phone with their unprofessional, clueless and rude customer service staff. All orders were food so they are perishable. I chose the delivery dates while making the purchase on F&M website and paid the relevant higher-than-usual delivery fee (due to nominated delivery dates). I notified the gift recipients of the delivery dates so they can take things in and put them in the fridge. Several orders didn't arrive on the nominated and promised 'Delivery by' dates, even worse, Fortnum and Mason never notified me that they were not going to arrive on the promised delivery date. I was either told by the recipients that nothing arrived or I had to check my order history and track orders on the F&M website. I then got on the phone with their customer service for the 1st time. A lady called 'Layla' answered my call and after hearing that the order hasn't been delivered as promised and going through security checks, she said she would put me on hold while she checked on what was going on with my order. She clearly forgot to mute herself and simply started laughing and joking with whoever was sitting next to her in another language. Among all the laughing and joking with her friend, she said 'Hello, this is Fortnum and Mason customer service' in a mocky manner before laughing uncontrollably. I could hear everything and I kept calling her name but she either couldn't hear me or ignored me. This lasted 10 minutes before the line was cut. I recorded the call. Their customer service on WhatsApp is not much better. I received an email from F&M notifying me that the delayed orders were going to be delivered on a later date, but part of the order was out of stock, so the missing part will be delivered at an even later date. The email didn't mention which order it was talking about and what the 'even later date' was...! So I messaged F&M on WhatsApp to ask which order they were talking about becuase several of my ordered were delayed. The customer service lady couldn't even spell simple English words properly it was so difficult to read her messages. She clearly had a difficult time understanding me too, because after I explained the situation, she told me to ignore the email as it was not meant for me... Today, 30th January, I newly discovered (not notified by F&M) that another of my order wasn't delivered yesterday as promised by F&M. I got on the phone once again to speak to their customer service, the lady told me that it was because the box was damaged. I asked when would the replacement be delivered. She said the product is out of stock. I went on F&M website while talking to her, the product is clearly still available to purchase on the site! I have another order which was promised to be delivered today 30th January, which hasn't been dispatched yet as I type this review, so I guess one more delayed order is happening and I never know when it will actually be delivered...! This is extremely frustrating to deal with and embarrassing to explain to all my gift recipients. Fortnum and Mason is no longer what I knew it to be. Terrible terrible terrible....