Fortnum & Mason Reviews

Absolutely disgraceful customer service. Ordered a ‘Just Because’ hamper gift set and paid for ‘Next Day Delivery’ only for it not to be delivered next day but the day after. I spoke to a completely incompetent customer service agent who was as helpful as a chocolate teapot! Avoid their online shop!

Just had a Stilton cheese delivered, beautifully packed and delivered and as Stilton goes best I’ve ever eaten, don’t stop selling it, it’s gorgeous

My Sister ordered me a hamper for my birthday which was lovely BUT little did I know what fiasco would ensue. The contents arrived damaged - the hamper was damaged and nearly stabbed my finger. I complained and an email was sent to say "keep the damaged items but send pictures for a replacement." So I sent the pictures - and heard nothing. I chased again and got the contents replaced the next day but still no word on the hamper. So I chased again, only to be informed that I would now have to return the damaged hamper and then a replacement would be sent out! If I had known this at the start I would have kept the packaging and arranged all of this but I don't and have again contact F&M and AGAIN heard nothing. Their customer service is horrendous, customers are paying a premium for a brand and reputation that right now, looking at the various othe complaints is in TATTERS. F&M need to do something to save their reputation as something is very very wrong with the running of their online shopping experience.

Disgraceful company!

I was just about to place a huge order about £300 worth.

There were the chocolate truffles non-alcoholic on sale from £43 to £22.50, so for our company we were purchasing 9 boxes alongside other items.

When i got to the checkout page, on the description of the basket states the sale prices, but then the total figure states the full price not the sale price.

Obviously a fault with Fortnum and Mason's website, so i screen dabbed and emailed F&M, and they advised that the items have gone back up to full price and theres nothing they can do, even though i sent them proof of my basket stating the sale price!

Never thought a company so well known would be so beyond disgraceful. I can assure you that i will not be using this company going forward, all respect has now gone.

A fault of their own website apparently turns into my problem.

Don’t use them for online shopping. They partner with DPD who just lie about trying to deliver a parcel simply because they can’t be bothered

Ordered a £1,000 christmas hamper. Arrived two weeks late!!!!! With all of the cold items in the hamper (hams etc) warm and smelling off. To this day (six months later) we have still not got a full refund. Fortnum & Mason approach to customer care is non existent and falls far below what you expect from a supposedly luxury retailer. In one word, AVOID

Virgin Experience bought by family.
Complained about extra charges.
5.00 ☆+ for chips 14 00 for s Cocktail very small
Contested service charge
Complained to what I thought was manger. Then ended up with an idiot called Guiseppe who called police because I complained. Bouncer/security guard came saying Giuseppe says I was drunk. I don't consume alcohol so not sure where the drunk and upset got confused.
Seems like your establishment doesn't like people who have calid representation

My daughter and son-in-law were away on holiday on father's day this year so imagine my surprise when a father's day essentials hamper arrived !
I was so disappointed to find that the 4 traditional Scotch eggs were missing !!
I haven't mentioned it to my daughter as she will be so upset ! ! I would have expected better service from Fortnum & Mason.

These guys are a shambles and very unreliable. So many times I’ve ordered online from them and they haven’t delivered so I had to start ordering way ahead of time. This time I ordered for Fathers Day to have a hamper delivered on the Thursday, to make sure they have plenty of time for their inevitable shambles and still deliver. They sent me an email saying they’ve ran out of an item so will substitute with something else unless I reply saying otherwise, but delivery will be on the Saturday now. I was ok with the substitution so I didn’t reply. Then Friday I get a message saying they have read my gift message and decided the order wasn’t for Fathers Day and so have substituted it for something else again - jar of pate would you believe. Not only this, they haven’t even shipped it yet so there is now no way it will deliver in time and will probably be here Tuesday - almost a week after the order date I paid for specifically to allow them time for their constant foolery.

Who runs a company like this? It’s an absolute joke. Their main business is these food hampers and they sell them year round yet they act like they’re running a school tuck shop and have absolutely zero respect for the occasions people need their deliveries for.

Absolutely disgusted. Ordered large parcel of teas to be delivered.

Twice DPD driver lied about attempted delivery.

Spent ages on phone chasing. Promised returned calls never happened.

Goods needed as a present and will not arrive in time.

I ordered two boxes for my daughter’s birthday. A Birthday box and a Bellini box. They had not arrived by 6pm UK time on her birthday. I called and was told they were on the car to be delivered. They never arrived. F&M later said they tried to deliver (at dinner time) did not leave a note nor an indication of if or when they might come back. My daughter had left a note for them to leave box with her neighbor. Nothing Had to reorder again today. Lousy service. Let’s hope the food is good when it gets there.

I booked an afternoon tea at Fortnum & Mason after trying many other places (i.e. Ritz and Savoy) and finding that they were all fully booked. I now understand why F&M was the only one with available places. The quality of service is appalling. The staff is not short in numbers but they lack experience, training and coordination. We asked for champagne cocktails and although I asked that the food and the tea were served 'after' we had finished the cocktails, they brought it all to the table at once. The waiter thought that smiling and doing funny remarks would excuse him from the bad service. He even acknowledged that there was a 'communication problem' between him and his colleagues. If you looked around you could see the staff having arguments, senior staff telling off the waiters in the middle of the salon. The fee charged is high and the service destroys the experience. I was so disappointed with the whole experience. My advice: go to the Ritz!

Despite a carelessly assembled hamper the help and excellent service from their customer advisor representative Hatice Egemen was brilliant and corrected everything. We are very happy.

Replacement items arrived sub-standard - bubbled labels and dented lids. Was told this is normal by customer services. Can't use as gift as intended due to the poor quality of the product.

Such a lovely young man on the macaroon counter today, very helpful with my small purchase. He noticed I was also buying chilli and tomato jam, he said he’d tried it and it was delicious. Now I am eating it for my lunch and he was so right. Very refreshing to see a young shop assistant taking the time for a chat, makes a great difference!
Also bought a hairbrush upstairs and the lady assistant was also friendly and helpful - altogether a very pleasant shopping experience!