Name: Fortnum & Mason
Rating: 2.15

“I suspect Fortnum & Mason doesn't give two hoots for Customer Service. I placed a Named Day delivery in November for 11 December 2024. First I was overcharged for the delivery - the website cost displayed was £4.95 - they charged me £7.95! Someone called Izzy Hewitt promised that the £3 overcharge would be refunded - I haven't had it. To cap it all, the chosen delivery day has arrived and guess what ... no delivery! Will I use this dreadful company again - I think not and would advise others not to bother!”

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Posted 3 weeks ago

“I ordered a large hamper as a present for our business partner and chose a nominated day delivery. I received no dispatch notification, no delivery on the chosen day. Customer Services are impossible to get through to, I tried all available channels - there's simply no response. I'm absolutely shocked as I never expected this from F&M. Horrendous service, never again. How can you operate like this? Total embarrassment of a company!”

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Posted 3 weeks ago

“Arrival date has come and gone. Emails ignored, telephones never answered . F & M have my money and If the products ever arrive I don’t want them. Seems I cannot stop it and impossible to send back. Am a regular customer but never again. Better service at Tesco’s”

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Posted 3 weeks ago

“5 Star brand, 2 Star service 2 months ago I order a hamper as a thank you gift for my friends and selected a named day delivery because of my and their travel plans. F&M failed to meet this, failed to contact me and failed to resolve the issue when I brought it to their attention. Instead F&M lied to me, offered pitiful tokens of apology and took up half my afternoon because of a customer service process that just isn’t fit for purpose. If you want a reliable dependable service, look elsewhere. When I emailed the customer service address given with the order, I got an automated response that it was no longer in service and to use whatsapp instead. The whatsapp service took over 3 hours without any resolution. First a chatbot could not provide details, then after a 2 hour wait a agent contacted me to ask me to reconfirm the details and verify my identity. This agent just gave overly sweet false platitudes, lied that the shipment had already been shipped and offered £10 for the inconvenience. 2 months of advance notice wasted, 3 hours of my time wasted and F&Ms solution is to lie to me, give me a £10 voucher, keep its profit, not express the delivery, just plod along as it pleases. Woeful! Moral of the story F&M are unreliable and when it makes a mistake it does not take responsibility to resolve the issue. Instead it lies, gives false platitudes about caring and escalation the issue. All to maximise its profit even when it fails to meet the service it was paid to provide.”

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Posted 3 weeks ago

“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.”

Fortnum & Mason 1 star review on 9th December 2024

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Posted 3 weeks ago

“Failed to deliver on the agreed date. No contact to explain this so wasted a day waiting. On their order confirmation screen they give out an email address for customer services........ It doesn't work. Sort of sums them really”

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Posted 4 weeks ago

“Dreadful experience of online delivery. Normally arrives well packaged which is to be expected for expensive luxury goods. My delivery way chucked into one big box, no padding, items damaged. Tesco finest came better wrapped.”

Fortnum & Mason 1 star review on 6th December 2024

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Posted 4 weeks ago

“Appalling time on phone for a total time of two & a half hours just to make an amendment to my gift hamper contents. Spoke with three different agents at their call centre in SA one put me on hold for 20 mins but hadnt even found my order so gave up. Spent an hour with another who said eventually she had sorted it only to find she hadn't when incorrect details were sent so wasted another hour with someone else & have still received no confirmation. Neither was I able to add a couple of extra items to replace those I wanted to change. Really appalling waste of time with no one really helping & something that should have been done in 5 minutes taking 3 goes & several hours at my expense on phone or on slow live chat. No idea if what I ordered will actually turn up. Never never again. Do not risk it!”

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Posted 1 month ago

“Appalling time on phone for a total time of two & a half hours just to make an amendment to my gift hamper contents. Spoke with three different agents at their call centre in SA one put me on hold for 20 mins but hadnt even found my order so gave up. Spent an hour with another who said eventually she had sorted it only to find she hadn't when incorrect details were sent so wasted another hour with someone else & have still received no confirmation. Neither was I able to add a couple of extra items to replace those I wanted to change. Really appalling waste of time with no one really helping & something that should have been done in 5 minutes taking 3 goes & several hours at my expense on phone or on slow live chat. No idea if what I ordered will actually turn up. Never never again. Do not risk it!”

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Posted 1 month ago

“Thought I'd give F&M one more try after a disastrous experience with their web ordering in August. What a fool I was! Latest tale of incompetence saw me order a few items which at the time of ordering were promised for nominated day delivery on 29/11, at extra cost, but still haven't even been despatched four days later. The email address shown on the order confirmation for order update follow up doesn't work and instead the customer receives a bounce-back email and is asked to contact the business through WhatsApp. On this had to give my name, and email address, on two occasions as the person on the other end couldn't be bothered to read further up the message and joy of all joys it now takes between 3-5 business days to get a full refund on the order which was obviously cancelled so I could instead purchase the items elsewhere. Utterly chronic service and, dare I say it, an utter joke for a premium brand such as F&M. The senior management team at F&M demonstrate complete arrogance in their approach to online orders and I shall never waste my time again within this awful brand. Buyer Beware - again!”

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Posted 1 month ago

“Absolutely disgusting service ,ordered 4 advent calendar for my grand children on 18th of November ,only received one with no explanation, after getting in touch with them ,I had to send photograph of the packaging, today 0n 28th of November been told they only send one because they have ran out ,they must be a bunch of idiot dealing with this to think like this. Wish you all a happy Christmas I wish I could give No STAR”

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Posted 1 month ago

“Named delivery date missed. 45 minutes on hold with customer services. Delivered on day I was out and left visible in porch. One item broken. Appallingly badly packed. Flimsy box and no FRAGILE sign despite it containing £600 worth of china. Truly awful service. Do not buy anything online from them.”

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Posted 1 month ago

“The customer service team are just useless! This is meant to be one of the poshest shops in the UK but it's worse than being on the phone to Amazon customer services. I will never be buying anything from Fortnum and Mason again which is sad as it's been a tradition for 3 generations of my family.”

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Posted 2 months ago

“I was very surprised at the terrible customers service. Got a cake and found hair, called to complain and got no help.”

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Posted 4 months ago

“I received the Man’s Best Friend from a friend for my birthday and although they look very nice they are terrible biscuits. I rang Customer Service and they apologised but wouldn’t do anything else. Very expensive but inedible - rock hard and tasteless. F&M sitting on their laurels. Disappointing.”

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Posted 5 months ago

“received a hamper. Wrong card inside and wrong hamper sent (according to the delivery note). Have tried to raise queries with them but no response after two days so we have no idea who sent the hamper leaving us in an embarrassing position on not being able to thank the sender. Dreadful performance of a once great company.”

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Posted 6 months ago

“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.”

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Posted 1 year 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”

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Posted 1 year 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”

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Posted 1 year ago

“Sent back a bracelet in September, problem not resolved, need to be a lord or MP to get service, never again. Jay Daniels”

Helpful Report

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

Fortnum & Mason Reviews