Fortnum & Mason Reviews

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Latest Reviews

★☆☆☆☆

“ONLINE SHOPPING DISASTER”

Written on: 21/08/2014 by joanne27stadium (2 reviews written)

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… Read Full Review

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★☆☆☆☆

“Online Shopping Nightmare!”

Written on: 23/04/2013 by wrpvincent (1 review written)

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… Read Full Review

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★☆☆☆☆

“Poor delivery service, lack of forward planning”

Written on: 07/09/2012 by Elephant705 (2 reviews written)

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… Read Full Review

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★☆☆☆☆

“On-line shopping with Fortnum and Mason”

Written on: 23/02/2012 by RosieDog (1 review written)

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… Read Full Review

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★☆☆☆☆

“Appauling Customer Service”

Written on: 15/01/2012 by barryq (1 review written)

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… Read Full Review

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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.

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★☆☆☆☆

“Fortnums don't deliver”

Written on: 22/12/2011 by Tcole (1 review written)

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… Read Full Review

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★☆☆☆☆

“One order not delivered on time or day paid for one...”

Written 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… Read Full Review

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★☆☆☆☆

“appalling online service ”

Written 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. … Read Full Review

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★☆☆☆☆

“Fortnum's & Mason's 'still in the dark ages'”

Written on: 14/12/2011 by chrispyduck (1 review written)

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… Read Full Review

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★☆☆☆☆

“Online Purchasing Horrendous - Extremely Poor Service”

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… Read Full Review

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★☆☆☆☆

“Terrible Online Shopping”

Written 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… Read Full Review

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