Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 2.02

2.0 Rating 139 Reviews

24 %

of reviewers recommend Fortnum & Mason

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2.0

Based on 139 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.6 out of 5

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Fortnum & Mason 1 star review on 7th March 2025

Anonymous

Fortnum & Mason 1 star review on 12th January 2025

Cristina

Fortnum & Mason 1 star review on 9th December 2024

Anonymous

Anonymous // 01/01/2019

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“The worst online service. They responded to me after 2.5 wait and then dragged the call For 4 hours to say they can’t help. Then ended the messages by saying the channel of communication is closed”

Helpful Report

Posted 5 days ago

“Items ordered online were never delivered. I was eMailed several days after ordering them, that they are now ‘out of stock’ I have just received an eMail today telling me that an ‘out of stock item is now available’ I went to the website in 5 seconds, only to be told yet again that it is ‘out of stock’ No apology from Fortnum & Mason for taking credit card order of Christmas chocloate truffles, when none were available What is wrong with the computer system? Stock control shouldn’t be such a problem! Such disappointment from what used to be a reliable store.”

Helpful Report

Posted 3 weeks ago

“Ridiculously overpriced items, terrible customer service, £5.95 delivery charges despite offering free delivery. Only used as I had voucher would never use them again.”

Helpful Report

Posted 1 month ago

“I ordered several bottles of wine & champagne as I gift these came to me damaged & ripped open and the card misspelled and quite frankly ruined.. I sent back as this is not what I expect when I’m buying from a premium service needless to say I was offered an e gift card that I’ve now waited a month to yet receive.. customer service has been a joke on WhatsApp I’ve done nothing but chase them.. I certainly will not be a continued customer”

Helpful Report

Posted 1 month ago

“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....”

Helpful Report

Posted 2 months ago

“Absolutely terrible company. After 4 days of phone calls , internet chats and wots app messages the so called customer service team have still not resolved the missing items from my delivery or collected the box incorrectly delivered here. Most the staff do t speak a word of English and are absolutely incompetent. The mgt team could not run a bath and are rude and equally useless. No one takes responsibility or can deal with sorting a simple problem. A so called manager named Porsche needs to be sacked as is a total liar and rude and condescending with a chip on her shoulder and should not work in customer service . Have given up trying to get it resolved now. Suggest everyone avoids this company .”

Helpful Report

Posted 2 months ago

“I am very disappointment regarding a recent order I placed for a birthday hamper. Not only the product I was looking forward to for the occasion—the mini birthday cake— was replaced with an item that, in my opinion, had no relevance to a birthday theme, but I was also shocked to discover that two of the products in the hamper were expired ( one of them being the replacement product). One product expired in October and another in November and my husband unknowingly consumed half of it on his birthday. I immediately contacted customer service to address this issue, but despite my efforts, I have not received a response even after a week. This lack of acknowledgement, combined with the expired items in the hamper, has left me deeply dissatisfied. I will not make any future purchases from this company due to their dishonesty,it is evident that they prioritize profits over the well-being of their clients!!!!”

Helpful Report

Posted 2 months ago

“Delivered crockery for Christmas presents due to being inadequately packed . Customer service is obviously in another country and absolutely hopeless. Still waiting for a reply after ten days and no replacements sent . Never again .”

Helpful Report

Posted 2 months ago

“2 weeks after Fortnums were supposed to deliver my Christmas food, they still haven't delivered!, nor contacted me to explain, nor apologise, nor refund or compensate. I've spent hours on hold to customer services, left whatsapp messages, emails, filled in forms, no response whatsoever. If i could leave zero stars I would. Am sure the shop itself is quite good, but do not order anything from them online. Terrible.”

Helpful Report

Posted 2 months ago

“I have contacted F&M via what's app twice and by email over damaged goods received in a hamper...these were obviously packed knowing they were damaged.I have received no response Appalling customer service!”

Helpful Report

Posted 2 months ago

“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 .”

Helpful Report

Posted 2 months ago

“Placed an order on the 3rd of December anticipating the Christmas rush, all went through fine and received the confirmation email saying it would be delivered on or before the 11th of December. Then nothing, no updates no further information nothing.. wait until the 11th, no delivery, contact the email address they provided to find out its no longer in use and sent a link to WhatsApp.. I then waste a further 24hrs being given the runaround by muppets, only to then be told they couldn't find my original order, and that they couldn't ship another until the 27th of December. I then asked just to refund me, to then be told this will also take another fortnight! Absolutely abysmal service, its a shame because they sell some brilliant products, but I will never shop here again.”

Helpful Report

Posted 3 months ago

“We have had the most appalling service from Fortnum's. I paid for a specified delivery date, 5/14 items were delivered. I was promised the balance of the goods would arrive the next day. Nothing arrived. I was told the balance of goods would arrive two days later only 7 items arrived. I was told the other two items would arrive the following day nothing. I was then told they would arrive by the 24/12 only one item arrived. One is still outstanding. I made a formal complaint and was sent a voucher. It is costing me more in time, days off and phone bills than the voucher sent. It is all so ridiculous. I was kept waiting on the what's app chat for 26 hours, on the phone for hours at a time, the call back system does not work and when I tried to ring Izzy Hewit (customer services assistant) her name was not recognised. I am absolutely livid and will not use them ever again for Xmas gifts, or any other gift.”

Helpful Report

Posted 3 months ago

“I ordered two beef Wellingtons for Christmas. Today, the day before Christmas Eve, they have sent me a single vegetarian Wellington. I have been trying to get an answer from their customer service for over 2 hours and I get no reply on the phone or even their virtual assistant. We now have nothing for Christmas dinner apart from sprouts. Avoid these people like the plague.”

Helpful Report

Posted 3 months ago

“Delivery of Christmas Pantry hamper with a number of the contents missing, tried contacting customer service via the telephone and WhatsApp with no response. What a disappointment and complete waste of money?”

Helpful Report

Posted 3 months ago

“Scottish Bank notes were not accepted. Looked at me as if they didn’t even know where Scotland was. I explained that we are part of the United Kingdom and the currency’s Sterling. But no. Shocking that staff are not trained in recognising this fact.”

Helpful Report

Posted 3 months ago

“Lies, lies, lies. Item ordered 10th Dec with delivery by 20th. Whatsapped for non arrival and was contacted 12 hours later with an outright lie that my parcel was with DPD and would be delivered on the 20th. No, it hasn’t been. It was a Lloyds payment and I contacted them. As of now, Lloyds have refunded my money, albeit pending them contacting F&M for their side of the story. Judging by the scores of people trying and failing to speak to someone, I wonder if my bank will have any more success. An absolute shambles of a company!”

Helpful Report

Posted 3 months ago

“Customer Service. Never heard of at F&M, does not exist.”

Helpful Report

Posted 3 months ago

“Truly awful. Box delivered damaged by DHL and very badly packed in the warehouse so 4 tubes of biscuits were bashed. These are expensive and Christmas presents so I called customer services to get these replaced. They picked up the damaged items 2 days later but have failed to replace these items despite waiting more than a week. I’ve called customer services and was told they would arrive the next day. 3 days later still not here… They have disabled the email system and moved to AI on WhatsApp. Was told a customer service agent would be in contact shortly but still waiting hours later. Very shoddy service by such a reputable retailer!”

Helpful Report

Posted 3 months ago

“They are terrible, the call centre operatives are bordering on inept. I sent back a product on 2nd December and am still awaiting a refund or any acknowledgment of the return 18 days later. Every phone call to their call centre team fails to lead to any sort of resolve whatsoever, when the line went dead after a 15 m8nute call , no one called so I then had to sit on the phone listen8ng to the standard BS of ‘we really appreciate your call and thank you for waiting’ ……..no you don’t. Idiots.”

Helpful Report

Posted 3 months ago

Fortnum & Mason is rated 2.0 based on 139 reviews