Fortnum and Mason

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

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.

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.

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

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.

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

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

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

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.

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!!