Fortnum And Mason Reviews

Ordered one bottle of personalised champagne for a gift. It went through as one bottle, roughly 50 pounds, but instead 100 pounds came out of my account without my authorisation. Awaiting to hear back about a refund!

Be careful!

Bought some chocolate from F&M recently and was expecting something special I’ll from a premium brand. However the reality was very different and I’d expect a budget supermarket to supply a more superior collection.

I am shocked to see so many negative reviews and of course can't speak to those, but personally I have only ever experienced exceptional customer service from Fortnum and Mason. I have made three orders over the past couple of months. For the first delivery, the wine I ordered was unfortunately damaged in transit by the delivery company so there was a delay while a new package was sent out to me. In the meantime, the wine I ordered had run out of stock but Fortnum's replaced it with some wonderful options (more expensive than the ones I'd ordered) - same for a couple of confectionery items that had also run out of stock since I'd placed my order. I was immediately fully refunded the delivery charge, without having to ask. For the second delivery, I had some issues making the online order so was unable to add a hamper option. However, I contacted customer services and they responded almost immediately, adding the hamper to my order. They followed up with me to ensure everything arrived as I expected, including with the personalised gift message I had chosen. The third delivery arrived beautifully packaged in time for Christmas. As for the products themselves, they are always exceptional and, while on the expensive side, they are certainly worth the extra money if you are looking for a luxury quality item.

Christmas Hamper Delivery.

I ordered two hampers to be delivered in plenty of time for Christmas. One of the hampers was for my very ill Mum, knowing she would feel spoilt to receive such a nice thing from me.

This company doesn't care at all about its customer service. The staff promise and then fail to do as they said they would. Then having failed they don't even acknowledge what they've done.

Its a very sad outcome and I am very disappointed

So disappointed with F&M! After years of using F&M they screwed up the delivery of my Christmas gifts. I placed orders back in November for Dec 11-18 delivery. After Xmas I asked my mum how my dads wine was. What wine she said?! Turns out neither of the orders I placed for my family were delivered and by now the wine I chose is out of stock. Fortnums think it’s ok to deliver a measly part of the order...really late... with no apology, no compensation or even refund of the specific date delivery charge and when you try and follow up with customer service they just ignore you.

Sad to say this is another poor review. One of the items in the hamper I was sent as a gift was five months past it's use by date! When I contacted the company I was promised a replacement and a compensatory bottle of champagne would be sent immediately, but it's well past Christmas and new year now and this has not arrived either. This seems pretty poor for a company whose USP is supposed to be luxury and customer service. Another British institution bites the dust - ah well..

On 19th December, I ordered two £20 gift cards online for a friend as a Christmas present. Before the payment process, the estimated delivery date was between 20th December and 4th January. This gave me hope that the gift would be delivered around Christmas time, so I happily proceeded with the purchase. Once the payment had gone through, however, the delivery date suddenly changed to the very last estimated one: 4th January. This was disappointing, but not the worst offence...
Once the gift had been received by the recipient, it became clear that only one of the two cards had been delivered, yet the delivery sheet in the box specified two. I assumed that the two amounts of £20 had been put onto one card, but ended up ringing F&M customer services myself, just to clarify the situation. It’s a good job I did, as the person who had packed the shipment in the warehouse had only packed one card. Furthermore, there was nothing to inform the recipient of the amount for which the card was valid, and she had the embarrassment, then, of asking me.
By way of compensation for the problem, the customer services lady offered to refund the cost of the standard delivery. This did nothing to encourage me to send any more online gifts to friends via Fortnum and Mason. In this instance, their service was very disappointing indeed.

Abysmal - awful - no Christmas provisions - Christmas ruined - promises - should have arrived 23rd - oh sorry it will be 24th - oh sorry it will be 27th - then 7pm Christmas eve oh its cancelled - refund 7-10 days nothing - refund 3-5 days still nothing - so no foods no Monday over one thousand pounds - customer services today - ermm. don't understand what it all means on the screen - will have to speak to a manager -- Rhonda is a manager i said she knows about - no I don't know anyone called Rhonda - I have now issued them with an ultimatum either give my money back or I will be taking legal action. - shocking and extremely upsetting

Christmas Feast Hamper (costing £1000) ordered on 6th November for 23rd December delivery. Intention was to cater for the vast majority of our family Christmas meal with it.

We were due to hear from DPD the night before confirming the delivery time. Heard nothing. 23rd arrived and I contacted F&M by phone to be told they’ve been a bit busy but my order has slipped slightly and is now scheduled to be delivered on 24th. A bit tight I thought, and I asked them if this would be an issue but was assured it would not. The same day I started to read reports in the press and social media about people being let down.

Evening of the 23rd arrived and still nothing from DPD. Contacted F&M via Facebook messenger and was told that my order was being prepared and packed at that very moment and is still scheduled for delivery the next morning.

Overnight no messages from DPD again. Called F&M and after being on hold for 58 mins I finally spoke to someone who said that my order didn’t make it and I won’t receive it now until after Christmas. I told them to cancel it as it was a Christmas hamper required for Christmas Day...

So now it’s Christmas Eve and we must head out to the shops last minute to attempt to get everything we now need for Christmas dinner.

Overall an absolute disgrace. My order was made well in advance and I was even assured it was being prepared. So this was clearly a lie.

This essentially ruined Christmas for us as we were unable to enjoy it as planned with many things missing that we were unable to acquire at the very last possible minute (Christmas Eve).

I’m still waiting for the refund well over a week after my order did not arrive.

Having been a long-time regular customer of F&M over the years, in store in London, whenever passing through Heathrow T5 almost weekly and with previous hampers this really has felt like a kick in the teeth.

I ordered our meat and other condiments for a pre Christmas celebration for the 20th December. The parcel arrived on time which is the only positive in my experience. Even though the cooking instructions were included in my parcel my beef Wellington was not. Instead I received a 3kg rib of beef which was 3 months out of date. I understand this is the busiest time of the year and orders can be mixed up but delivering gone off meat and still having it in the warehouse 3 months after it’s out of date is disgraceful. I had to speak to 3 separate customer service assistants over 2 weeks to get a refund. I have ordered from here the last few years but never will again.

I do feel guilty writing this because of the poor comments I have read, HOWEVER, I have been shopping with F & M for a while now, both in store and on line. We ordered a hamper with a delivery date of the 3rd January 2020, it arrived on the 31st December in perfect condition and the contents were spot on. Stylish wicker basket with yummy treats inside- Will we continue shopping with F & M again, you bet you will. Thank you

I ordered a hamper on 1st December for delivery on 22nd December. After many phone calls where I was on hold for an hour each time and emails it arrived two days late and missing one of the bottles of wine. A week later whoever responds to their Facebook messages said they would forward my complaint to management. When I chased this a week later they said it hadn’t been raised with management at all and asked me to email customer services myself. Still waiting for a response and compensation.

If I could give 0 stars I would. Do not rely on F&M for deliveries, it's a road to disappointment and delay. Terrible customer service, we won't use them again. We made a hamper purchase in November, and it's been lost twice, we've made 8+ phone calls and each time we're given new reasons for lost or 'mistakes' in their process. Our multiple emails have been ignored.

‘Start As You Mean to Go On’ hits you as you open the webpage to the (not so) fabulous F&M website.

After reading some of the scathing reviews on this decadent, luxury, grocer to the Queen, I am left wondering how they have got it so wrong?

After the year Britons had faced I feel we all decided that no matter what we would celebrate Christmas in style; which shop would be better to make this happen than F&M? Now I must say when I got married in 2018 F&M supplied the candied fruits, chocolates and some of the tea and coffee and they were incredible. However, I have never felt more let down. The delivery came on a bad day, and I was beneficially told by the customer agent that, ‘the courier would be happy to leave it in a safe place’ then ensued a conversation on where would be safe; eventually, we came up with nowhere, I was told that they would be happy to leave it on my doorstep!

Then the delivery came on Christmas Eve with missing produce. Several items, in fact, not just one or two things. I am not an unreasonable person, I understand that companies sometimes have troubles fulfilling orders, and if they had told me in advance, I would have been annoyed, but I would have felt cared for and respected. I say ‘cared for’ because when you pay F&M prices, you expect a caring service.

Then to the food that did come. The mince pies were as delicious as always, the duck was sumptuous. The pork pie on the other hand was dry and tasteless, the Christmas cake was of an unfavourable taste, and it’s the first time I have ever experienced marzipan like the one that crowned the cake, it formed a strange paste in the mouth and again lacked taste. The pickles were, piquent and sharp and a good dollop prvided a delightful lift to the butter crakers and cheese. Finally, the King Geoge Christmas pudding was wonderful. But unfortnetly to little to late. I feel that Fortums have treated us with contempt. I think F&M need to stop basking in the memories of their former glories and wake up.

I think you as a company need to sort out the catastrophe of Christmas before tackling 2021!

I ordered some chocolates on 3rd December for my husband for Christmas. They took the money from my account the same day - despatch of goods on 29th December. Totally unacceptable for a supposed first class company. DO NOT RELY ON THEM FOR GOODS TO BE DELIVERED ON TIME.

Ordered Christmas hamper on the 28th of Nov with a delivery date to Dublin between 18th -23rd of Dec. Hamper not dispatched until the 18th of Dec. Email received on the 23rd of Dec stating hamper would be delivered late. Called to clarify waited for over an hour for call to be answered whilst listening to recording stating “nothing says Christmas like a Fortnum & Mason Hamper, order now to avoid disappointment” !!!! Reassured issue would be escalated however having chased every day via emails & telephone escalation team haven’t responded. I was informed “they are very busy” & delivery delay is due to Brexit!! Bizarrely deliveries from both Selfridges & Harvey Nicholls arrived on time. An incompetent company who clearly don’t care or value their customers. A Christmas hamper after Christmas is certainly not what I anticipated. Avoid disappointment & DON’T Order from them. A very disappointed disgruntled customer.

I too have had a terrible experience this year with Fortnum and Mason. We have shopped with them for many years and they have not failed but this year they have made huge judgment errors.Not prepared for the rush, not employed enough people to cope with online orders, their web side of the company clearly missed the Covid boat and they were not prepared. It seems that they were very complacent and thought that because they are a large central London, well known brand with a Royal Warrant, they are untouchable.....Big mistake, you may not recover from this unless you are prepared to change complaints into satisfied customers.I have emailed ewan.venters (@ sign) fortnumandmason.co.uk and had an out of office. Suggest you do the same and see if it triggers some kind of response.

Can only say that making friends and family happy this yuletide was a sheer delight thanks to fortnum and mason. delivery was as on time, and the hampers were like fairy tales. and truly scrumptious as well, that goes without saying. Reading the reviews below makes me a little sad, both for fortnum and mason, since i only started ordering this year and both a birthday gift and two christmas hampers arrived on time and in mint condition, and for the customers who did not have the great experience i had. in the hard covid year we have all had, it was a light that shone brightly, and that is just fabulous.

Similar to many others. Ordered a hamper as a present to be delivered on specific day, 23rd. Didn’t arrive. Better than most, we only spent just over an hour on the phone waiting. However, F&M seem to have accepted far too many orders and let down loyal customers. No good blaming the virus - other companies have managed more effectively. Time for management to acknowledge their problem and make amends.

Much like many other people, it seems I'm yet another victim of Fortnum and Mason's absolutely incompetent ability at fulfilling a simple order.

A hamper was ordered on the 4th December with a named delivery (an additional £15, no less) for the 22nd December. A gift to my parents.

On the 22nd, I was a little concerned I'd not received any form of dispatch email or contact from either F&M or their courier DPD. I gave them a call in the afternoon, around 3pm (waiting well over an hour to get through to customer service) and was told that my order was at the factory on a pallet waiting to be picked up by DPD. That it would definitely arrive on the 23rd - sorry for the dissapointment and that these are "unprecendented times" etc etc

The 23rd came. No email. No notifications. Another 60+ minutes on the phone, waiting....

"Your order is at the warehouse waiting to be picked up" Still?! How long does it take DPD to pick up an order... Something wasn't quite right here... Regardless, I put my trust in them and took their word for it and was ensured that my parents would receive their hamper on Christmas Eve...

Christmas Eve came round (are you starting to see a pattern now??) - no email, no notification of dispatch... Nothing.

Another 60+ minutes on the phone. Though this time - Progress!! "Your order has been collected by DPD and should be assigned a driver soon. However it won't be delivered for Christmas. Here is the consigment number so you can track your package"

Frustrating but at least the hamper was on its way....

Or was it.

December 27th - today - I called customer service. Looking for answers. There is still no dispatch info and the consigment number does not exist.

"It appears your order is at the warehouse waiting to be dispatched"

HOW?!!

"We can send you a replacement but we can't guarantee the contents and also you'll have to wait until early January before it can be sent out due to backlog of orders"

I requested a refund, but somehow I don't think this is the last of it.

Incompetent, unapologetic, useless.

F&M should not be allowed to get away with it and there is no way on earth they can blame the current Tier 4 rules for this either as, looking at past reviews, the same thing happened last year too.

DO NOT USE THIS COMPANY.

I am absolutely astonished how F&M have treated me over the last week. I ordered Christmas meat on the 7th November to be delivered on the 23rd December, eventually get an email Christmas Eve saying it will be delivered on the 27th !!!!! During this period spent nearly three hours on the phone, no answer !!!
I am a customer two or three times a month, NEVER AGAIN !,,

Awful, awful, awful. Don’t trust them to deliver their promises. No customer service but above all no hamper for my parents who we can’t see this Christmas.

Order arrived finally today but it’s not what I ordered for my parents. For Christmas 🎄

Once again tried contacting customer service via phone and email with no response as to why a substitute product was delivered.

I ordered a Christmas champagne gift box with truffles. They received pink champagne.
Hardly christmasy. Not what I paid for!!!!! 😡

Might I add again! This was ordered on November 17. Clearly you run out of stock and took upon yourself to send whatever you had in the warehouse. Not on!!!!!

I’d like an explanation. Call yourself a premium brand! I’m furious 😡😡😡

I’ll await a response to my email. I did request a call back but ignored again.

Anyone wanting to order from this GB 🇬🇧 brand. Think twice. They don’t care enough. To big and to arrogant.

I placed an order for a Hamper in November, to be delivered 22nd December in time for Christmas, all paid for. On 22nd no hamper, tried calling and emailing with no solution. It’s now Christmas Eve, no hamper, very disappointed . Hope I get a refund.

Again ordered a Christmas Hamper at beginning of Dec...order accepted and paid for...now 24th...expected delivery yesterday contacted customer services today...just been told order was on hold and as was I while they searched to find out why. Came back to state they are unable to get in touch with the warehouse. Beyond livid. If unable to provide service would have sought an alternative...but day before Christmas...nigh impossible.Very poor service. Won’t be using them for any future purchases. Big on advertising short on delivery!