Written on: 13/12/2011 by CharlotteMasarati (1 review written)
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!