Fortnum & Mason Reviews

Name: Fortnum & Mason
Rating: 2.15

2.2 Rating 124 Reviews

27 %

of reviewers recommend Fortnum & Mason

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2.2

Based on 124 reviews

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

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Fortnum & Mason 1 star review on 9th December 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered hamper & chose standard delivery 3-5 days. Order confirmation came through with a date of over a months time. Contacted customer service who offered me the option to pay additional £4 for next day delivery. Paid but hamper not delivered the next day… or the day after. Had to email and call customer service who now assure me delivery will be tomorrow… I very much hope so but not confident .”

Helpful Report

Posted 3 years ago

“Too much to write down but suffice to say I have tried to tell them my problems and they don't want to know. Don't touch this company if you want good service!!”

Helpful Report

Posted 3 years ago

“ABYSMAL Who cares? obviously not F&M judging by the astonishing amount of poor reviews. Our son thought he was purchasing a special treat for his Mothers 70th birthday but it was simply a wicker hamper overflowing with wood shavings and minimal contents of little prestige. they failed to include the all important birthday message or card. One item missing, No contents list. However, It did arrive on time ( hence the minimum 1 star review rating ) NEVER AGAIN - Spend your money more wisely elsewhere!”

Helpful Report

Posted 3 years ago

“As yet no idea what the cake is like. However having paid £5.95 for delivery, i didn't get advice of a delivery time, i didn't get a message on the DPD app and when i asked their misnamed customer service they were at best useless. So having overpaid for an appalling service, received an equally bad customer service experience i can only say avoid. I am sure you can find a small local producer who will care about their customer F&M certainly don't and it is the first and last time i will use them”

Helpful Report

Posted 3 years ago

“Cant beleive it, ive wanted a F&M hamper for 40 myears, kept forgetting etc and then when lock down had shut my holiday business and I did not qualify for the self employment loan, I stuggled, to cheer myself up, I ordered a Hamper, I want the wicker for future picnics etc and I was initially pleased, I loved the little cookies, the pickle, marmalade and black current jam are in very small jars, I dont often drink I thought as I was cooking some thing that needed white wine I would open the bottle of Vinhao Verdi White wine, Errr I could not take a secound sip, it would be an insult to vinegar if I compared it, who on earth chose that, I could not drink it, so put some in the chicken fricasse it ruined that and I can clean the drains with the rest, I will still buy the hampers as I love the style and romance, but please do something for me as its unacceptable, regards kerry”

Helpful Report

Posted 3 years ago

“Awful awful awful. Ordered a hamper for a 50th birthday - paid extra for a specific date. Never arrived. Still no word from the company despite emailing. The intended recipient is now away for a week - the hamper will be useless as it contained food which they were supposed to take with them. The site looks great but there is no attention to detail in terms of actual delivery of product. Just a mess.”

Helpful Report

Posted 3 years ago

“STAFF HAVE BECOME MAINSTREAM OVER THE YEARS THEY USED TO BE PUBLIC SCHOOL OR MILITARY TYPES..I GUESS ITS A SIGN OF THE TIMES”

Helpful Report

Posted 3 years ago

“SHOCKING EXPERIENCE. THEY JUST DON'T CARE! AVOID! Had an absolutely awful and disappointing experience with Fortnum and Mason. Wanted to treat our children this year and ordered a variety of Easter Eggs and other items to be delivered on a specific day which we paid extra for. Received an email stating one item was out of stock due to demand and a new delivery date for that one item with everything else still confirmed for the original date - guess what? nothing turned up! For the first time ever my kids have gone without easter eggs. Thank you Fortnum and Mason. You would think we would get an apologetic reply but apparently providing good customer service is beneath them. SHOCKING SERVICE. A brand such as F&M should know and do better. SHAME ON YOU!”

Helpful Report

Posted 3 years ago

“I ordered a variety of chocolate items for Mother’s Day and yet, Fortnum and Mason couldn’t even get the recipients address correct, I had to phone them three times trying to get it sorted out. The gift was then sent out and I received an email telling me that certain items were not in stock and were missing from the order and I would have to wait for a refund . Why can they not tell you if something is not in stock when you order it? This was my first time shopping at Fortnum and Mason and most definitely my last.”

Helpful Report

Posted 3 years ago

“I am horrified to report the following story. Yesterday I received a beautiful Breakfast Hamper which was sent to me my my dearest friends who are celebrating their Ruby wedding anniversay. They thought it would be wonderful to share a breakfast together online and this was the perfect way for us to get together to celebrate. We noticed that the bread supplied was solid - in fact it was extremely stale dispite the sell by date. I therefore contacted F&M customer services and informed the company of the situation. I pointed out that I would not feel able to discuss this with our friends as I did not wish to embarrass them by suggesting that a gift they sent was sub-standard. I was told that there was no way that the situation could be resolved as a result of the Data Protection Act and the fact that a replacement could only be sent with the approval of our friends and that they would therefore need to contact them. Firstly, I fail to understand the DPA breach that would occur by resolving the matter directly. I was also told that it was not possible simply to send out a new loaf. So, this matter was unresolved. I have to believe that the Fortnum and Mason policy is to rest on a historical reputation rather than reagrding the current customers as in any way important. I fully expect this matter to remain unresolved becasue F&M actually do not care. I should point out that our friends have held an account with the company for many years. At the point at which we feel we can refer to this situation with them we will certainly be recommending that they close their account. This is a simple matter which could have been resolved so easily. In fact, it is mostly the fact that this was not resolved quickly and painlessly that annoys me so much. The actual response was SO diametrically opposed to my expectations that I feel it so necessary to let others know of how little F&M care about their customers.”

Helpful Report

Posted 3 years ago

“Mother’s Day Hamper. Won’t arrive until five days after Mother’s Day. Pathetic. The likes of Amazon are crapping all over these companies and they can’t even see it. I wonder when they deliver Christmas hampers, January?”

Helpful Report

Posted 3 years ago

“Really bad online customer service. Paid for named day delivery for birthday present, sent by DPD, that made, no attempt to even find a front door to knock on, had number but didn't call, they sent picture of the back of different flats that don't even have doors in on that side. Contacted customer services with this info, and asked for refund just on delivery costs which was refused. Very unhappy, will not be using again and would not recommend to anyone sending a gift.”

Helpful Report

Posted 3 years ago

“I god a bit worried last weekend when i visited this site having placed an order for a birthday hamper delivery 2 days ahead a long way from London. Anyway it all worked perfectly and my order was delivered at lunchtime on the date requested! Thank you F+M and Dpd for the fantastic service!”

Helpful Report

Posted 3 years ago

“Finally spoke to customer services and were very apologetic Over an item I received on dec 23 it did take awhile to get through Email s do get answered eventually I will still order on line 😀😀😀 Customer service was really friendly and helpful”

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Posted 3 years ago

“I have shoped at F&M for many years. Ive never looked at reviews until now....im really shocked at such poor customer service!!!! I ordered a birthday gift ,paid for named day, when the 'receipt ' came through it had incorrect delivery address. Immediately i telephoned customer services to rectify, spent around an hour sending screenshots and e mails, was assured all was now fine and correct address for delivery. Today....named day...i receive a text from DPD saying 'sorry we missed you' and a photo of completely incorrect delivery address. Im now told that the gift should arrive the day after the ladies birthday.....great! My 'named day ' deliverywill be refunded. Good...as it should be. Not impressed at all. Not what one would expect from a high end retailer.”

Helpful Report

Posted 4 years ago

“I ordered two egift cards from them. They delivered neither to the recipients (even though they promised they'd do so by Christmas). Our attempts at emailing and calling them were met with silence. They've still taken our money though, and neither gift has been delivered.”

Helpful Report

Posted 4 years ago

Helpful Report

Posted 4 years ago

“Ordered Christmas hamper on the 28th of Nov with a delivery date to Dublin between 18th -23rd of Dec. Hamper not dispatched until the 18th of Dec. Email received on the 23rd of Dec stating hamper would be delivered late. Called to clarify waited for over an hour for call to be answered whilst listening to recording stating “nothing says Christmas like a Fortnum & Mason Hamper, order now to avoid disappointment” !!!! Reassured issue would be escalated however having chased every day via emails & telephone escalation team haven’t responded. I was informed “they are very busy” & delivery delay is due to Brexit!! Bizarrely deliveries from both Selfridges & Harvey Nicholls arrived on time. An incompetent company who clearly don’t care or value their customers. A Christmas hamper after Christmas is certainly not what I anticipated. Avoid disappointment & DON’T Order from them. A very disappointed disgruntled customer.”

Helpful Report

Posted 4 years ago

“I have held an account with this company for many years. And I have to say I have never been disappointed. This year I ordered only a few non perishable goods for Christmas gifts and got them delivered to my home so I could then dispatch to frinds. I work in the transport industry and realised it would be difficult because of covid to get the normal service, The network is delivering PPE, vaccines, covid tests and results. Etc, etc. That and the fact people are working from home, so don't have the same information as they were in a place of work. It has been a difficult year for many, and I have to say if a delayed or cancelled Christmas present is your problem, you are very fortunate.”

Helpful Report

Posted 4 years ago

“I ordered a Christmas hamper with a personal message for my wife, five of the twelve items were missing and the items that were in the hamper not arranged at all just thrown to the bottom of the hamper, the personalised message was eventually found under the address label, now I cannot contact anybody about my issues, fortnum and Mason had no problem in taking my £180!!!”

Helpful Report

Posted 4 years ago

Fortnum & Mason is rated 2.2 based on 124 reviews