written by SiennaJordan1958 on 31/12/2014
Did not deliver hamper on time, customer service appalling! No one answers the phone and if you are lucky enough to get through you are put on hold for ages. Finally spoke to a manager that promised to call me back, I'm still waiting! Terrible terrible service
written by joanne27stadium on 21/08/2014
After receiving a tracking email stating that my parcel would arrive today (under Express 24hr) it hasn't arrived and the staff (cannot call them customer service staff) on the telephone do not care at all and have basically said tough luck it will arrive when it arrives and they will not refund the delivery costs (the least they could do after I've waited in all day for no reason whatsoever) With such a prestigous company I was expecting a lot better service, needless to say I like many others will not be shopping here again.
written by wrpvincent on 23/04/2013
This review relates to purchasing via their website. I am resident in Switzerland and in November I ordered a Hamper from F&M to be sent to a military friend serving in Afghanistan. It never arrived and I heard nothing from F&M. When I contacted them in February it took almost a month for them to work out what happened to the hamper. Apparently it had been returned by parcel force as it was too large an item to be delivered to a BFPO address. Fair enough. But why had F&M taken my money and not got back in touch with me? On the 13th March 2013 I received this email: "Please accept my apologies for the time it has taken to respond to you. ...... Now I have the information I can confirm that we will be refunding you the full value of the order, and also sending both yourself and your recipient a compensatory gift. We also wish to send a letter of apology to your recipient." Fine. Now at the end of April I have received a gift card from F&M but still no refund. When I chased this I received this response on the 20th April: "Thank you for your email. Please accept our apologies that the refund has not be processed yet. I have viewed your account and the refund has been authorised, but it is showing that our refund department have not contacted you to complete the xxxx credit to your account. I have flagged this now, and you can expect one of my colleagues to contact you on Monday 22nd April for the completion of the refund". Nobody contacted me. When I chased it last night, I received this email today: "We sincerely apologise for the poor level of service you have received from us. Having had a look at your account with us and after speaking to my colleagues in my team, I can see that your refund was added on a gift card and was sent out to you and also to the recipient as an apology on behalf of Fortnum & Mason." Err....hello...why the sudden change in the agreed compensation offered? I phoned today and got the same message, when i asked to speak to a Manager in Customer Services I was told they were busy and that someone would phone me back today. Have they? No. I am sure I am a one off - but cannot say I am impressed with their customer service. Online buyers beware.
written by Elephant705 on 07/09/2012
I ordered a bottle of port for my father in law,to arrive at Xmas. The order was placed several months ahead of time. I also ordered coffe for a friend at the same time. The port was never delivered and the coffee was too late to be given as a present. I had booked specific delivery dates for both on line. Their excuse was a Xmas rush. Surely they could have anticipated this and made adequate provision. Amazon eventually supplied the port quickly and efficiently. Its just a shame, I did not use them before xmas
written by RosieDog on 23/02/2012
I ordered on 6th December 2011. Still not received my jars of marmalades. Can't get through to customer relations by phone, e-mail or letter. No indication of any progress at all, can not even get in touch to demand a refund. Will not use this service again.
written by barryq on 15/01/2012
I would agree with other comments, F&M policy to an internal problem appears to be ignore everyone and give them no information. My problem started out as a minor issue - just one item missing from an Xmas hamper. emailing the address gets no response, leaving messages on the website is the same. The telephone is just a long wait that never gets answered. I have tried other F&M phone numbers and was quietly told "i think customer relations have disconnected their phones but i have been told not to put any more calls through to them" when i asked to speak to another department about my problem i was told the only people who can deal with it are the people whose phone is permanently off the hook?" Truly appalling Customer Service from what used to be a British icon, my next port of call is leaving a message on the BBC Watchdog website
written by Tcole on 22/12/2011
I can only concur with the previous reviews Fortnum's service is appalling. I ordered back in November in order to specify delivery on the 20 th. needless to say no delivery, no response when emailing customer service and when you call you are held in a queue for a long period and then cut-off. Clearly Fortnum's should not be offering on-line shopping
written by on 20/12/2011
One order not delivered on time or day paid for one oreder delivered on date paid for but incomplete Two orders "gone atsray" Over an hour on telehpone - no answer. No email address to write AVOID at All costs. I have wasted over £800
written by on 15/12/2011
The website is confusing. Delayed delivery and very unhelpful when enquiries made about where the goods are. No committment to customer service or concern that you might not get the goods in time for Christmas. Will never use again and will probably boycott using their shop now aswell.
written by chrispyduck on 14/12/2011
As i write this review i am still on hold to 'Customer relations' & am pretty sick of hearing that 'for my ease i should try their online service', which is why i am waiting for 2 hrs on the line in the first place. on each order i placed, the delivery date was clear "13th December" and at the bottom of my invoice receipt was a guarantee that my order would be delivered by that date. When it didn't arrive the "LACK of customer service began. i will no longer bore you but warn you to have a hands free phone, organise your day as usual even if that means going out for a LONG walk with the dog, as the message says ( the only truthful statement Fortnum's makes) " we are currently experiencing a high volume of calls!" prehaps that's because its Christmas & maybe some more staff should be employed or probably because every order has been misplaced and they can't cope with the demand. one thing is definately untrue "a member of their team will NOT be with me shortly!!
written by CharlotteMasarati on 13/12/2011
I ordered almost £4,000 worth of goods for gifts as part of my job (I spend between £6,000 and £7,000 per annum with them). I originally asked someone in Customer Service if I could send a spreadsheet for them to process as I had so many gifts to send - told no. Subsequently, when I called to complain about how slow the website was and how long it was taking to make the order, I was told that there is a Corporate Sales team that I could have sent the order to. Straight away incompetent staff wasted a day of my time! Once the order was placed and with a delivery date of 1st December quoted, my gifts did not even leave the warehouse until today (13th December). I made the order on the 17th November and my payment was taken immediately. I spent hours on phone calls to different departments being dismissed. I could never reach a manager, they were always unavailable. I left a message and my phone number for a manager called Sarah in Customer Service - surprise surprise, she did not bother to return my call! I sent an email of complaint in on 5th December - still no response. Finally, I called Corporate Sales and managed to speak to a manager there who went through my orders and sorted them out. I fear that had I not finally spoken to George in Corporate Sales, my gifts would still be sitting in a warehouse unsent. This was so stressful and frustrating that I actually burst in to tears when faced with the prospect of going through my queries with them again! For a store with such a good reputation for quality, the service I received was extremely disappointing. They obviously do not care about their customers. To date I have received no recompense for my time, which has been wasted by their incompetence and inability to provide the service they so proudly offer! I would avoid Fortnum & Mason like the plague unless you want weeks of endless stress. Ridiculously poor!
written by on 30/10/2011
Worst experience on line ever. Total incompetance and lies. I ordered a nice halloween gift for my nephew on monday (week before) only for no deilvery by friday (guaranteed that week) Apparently out of stock (not told that) and substituted without any call, whats worse didnt eben dispatch so chasing on saturday was told some more suitable gifts were found instore and reserved and would be delivered by Taxi that day with a call to confirm. No call back, when phoned on sunday was told that no record of the goods reserved in the shop and could only dispatch from warehouse on monday for tuesday delivery (1st November) Totally rubbish and untruths. Never use these people ever.
Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer
Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
We will email you when the question is on the site
As rated by our community of reviewers
Guest's Response to barryq's Review
Written on: 23/02/2012
I agree. I order 6 jars of marmalade on 6th December 2011 am still waiting. I have called, e-mailed and wrote. No joy.