Fortnum and Mason reviews
by margo.singleton, 25 Mar 2013
I have visited F&M numerous times as I used to work nearby. F&M has had a deserved reputation for being a delightful place to shop and eat, although, as others said, it is also overpriced and sometimes service is mediocre. This year I ordered a couple of expensive Christmas hampers online for my staff. One arrived and I learned recently one did not.
The online account information was that 'tracking' was not available. So I called customer service. I was assured that Parcel Force had made the delivery (late) and the package had been signed for. The person who was to have received it had not, and checked with neighbours - nothing. She then called Parcel Force herself and they told her that it had NOT been delivered as they had been missing the flat number (which I confirmed was in the F&M system) and that it had been re-delivered to F&M; the signature was F&M's own depot!
I called F&M again and politely explained. After 30 minutes on the phone I was told not to worry, redelivery would be arranged and I would be called shortly by a supervisor to confirm. 3.5 hours later, nothing. I called again. The new person apologized, took all of the same information, and 30 minutes later I was told that the supervisor would call me in 10 minutes to arrange redelivery or a refund. 2.5 hours later, nothing. I called again, went through the whole thing again, and demanded to speak to a supervisor. After holding for 10 minutes, the supervisor came on and started questioning whether the package had actually been delivered. He also told me he had no authority to arrange a redelivery or refund given the amount in question and someone would call me back tomorrow. I am still waiting.
I don't know if I have been just been lucky in the past; I try always to order online only from reputable retailers and have had no issue even remotely like this over many years using the internet. F&M clearly are not, in my view, set up to carry out this type of business.
by msussman, 04 Jan 2013
I purchased an item during the sale and asked them to deliver it to my home. I had been waiting for almost 2 weeks when I received a call from them, saying, "Unfortunately the Royal Mail lost your item in delivery, so would you like a full refund or another item?". I asked them if I could order the same thing I had bought, and they said yes.
However, the following day they called me again and said the item wasn't available any more, so they could refund or I could come to the store and choose another item. I decided to make a visit to the store. Once there, to my surprise, one of the customer service team told me the 'truth': it was not because of the Royal Mail (poor scapegoat Royal Mail) that I didn't receive my delivery but because one of the Fortnum and Mason staff had broken my item! She told me that I could choose anything I wanted instead of the purchased item, so I browsed the shop. But there was no similar item I wanted to get - I didn't need any stupid tea, any stupid teacup, nor any stupid souvenir!
While I was browsing the shop, this same member of staff came over to me and handed me a gift card for the total amount of money I had paid them for the item and said I could use it in F&M. Since I couldn't find anything that I wanted there, I returned the card and asked her to refund my money. Very disappointed, I left the store.
After 5 minutes I received a call again from them, saying they had found one same item left in their stock and asking if I still wanted it or not. What great customer service! Why didn't they try to look for a replacement when they broke my original item 2 weeks ago? And why didn't they try to look for it when they called me 2 days ago and again yeserday? And why didn't they try to look for it while I was at the store 5 minutes ago?
So I said "No thanks", to which the reply was only "OK". No "Sorry", no apologies at all for the fact they broke my item (and lied that it was because of the Royal Mail), made me visit the store at this busy Olympic period and waste my time - NO APOLOGIES!
All in all, the worst shopping experience I have ever had and I would never shop at Fortnum and Mason again.
by suezie85, 02 Aug 2012
by Lovingtheolympics, 01 Aug 2012
A week and a half later it still was not showing in my account, so I made a visit to the store. The staff in the hamper department were very friendly and extremely apologetic. The young girl that served me phoned Victoria and asked if the refund had been issued. Reservations were no longer able to help and put us though to Customer Services. Apparently, the refund was issued five days after I had given my card details for the refund (where had my card details been stored in that time?). I was told via the hamper assistant that I should check my bank statement again. However, the assistant persisted in ensuring that the refund had gone onto the correct card as she was not happy with me going away until I was certain that the refund was going to make its way back into my pocket. I'm very grateful that she did, as apparently the incorrect customer's card had been refunded! The hamper girl then issued an immediate refund to my card. I was very pleased that she was so helpful and willing but I wish the rest of the store would take note.
by Grumblestiltskin, 30 Jul 2012
The next day the box gift arrived, but no cake (this only arrived 4 days later, after an email!) Got a message they would refund the 'premier delivery' charge - I think that's the very least they should do, since it was the wrong gift and the cake arrived 4 days late... However, despite having my mobile and arranging a day to call, I am still waiting, as no call has been received! I have now sent an email to Linda Ward and Beverley Aspinall and will see if there is any response, but will not hold my breath. Guess I was lucky, judging from these reviews, to actually receive anything at all. Still, rather embarrassed that my twin sister thinks I forgot her birthday!
by jackie.hgte, 18 Jun 2012
by justanotherjen, 16 Apr 2012
by Frangipani, 29 Mar 2012
So... I searched my account history, found the order details and emailed it all to customer services. But after 7 days and no response I decided to call again. Unfortunately I was put through to Wayne again, who refused to listen to my explanation of the situation and continually cut me off mid-sentence or just spoke over me (pretty shocking phone manner!). He told me the reason my package had not arrived was because I had entered an unrecognisable address. I asked him to read this address out to me. When he did, I realised that there must be some sort of glitch in their ordering system, as the address he read out did not match the correct address which I had entered when placing the order and which was still stored along with my order history. However, Wayne still maintained that their system records exactly what the customer types in. Fair enough, we'll put this one down to computer gremlins. But what really upset me was that they waited 6 weeks to inform me that there was any problem, and even when they did so they made it so difficult to rectify it.
I've asked for a refund but, judging by the comments below, it could be a struggle to get it. I'm really embarrassed that it's almost 2 months since I placed the order and I've met the friend for whom it was intended several times in the interim. I feel Fortnums have really let me down and I'm also wondering if any of the other 5 gifts I've ordered from them over the last 2 years have actually arrived... Such a pity.
by Ennis, 12 Mar 2012
by stfual, 20 Feb 2012
by rachaelorgueil, 17 Feb 2012
by jackfred, 15 Feb 2012
by neilesperanto, 13 Feb 2012
I contacted their customer services three times before Christmas (40 minutes waiting time each time). Every time one of the untrained telephonists (supposedly in customer services) promised restitution that never materialised. During the Christmas break I phoned them again, and after an hour they said that they were currently very busy but would rectify the situation after New Year.
I waited all January - another 3 calls and a couple of hours waiting on the phone - and they now said that they had run out of the correct vintages and had replaced them. When I explained the situation, i.e. that you cannot just replace the items with lower quality products, as defined by the Office of Fair Trading, it seemed that they did not care.
I am escalating the matter. This was never a matter of financial restitution but one of principle. Either this company has become so arrogant that they do not care about their customers, or they are in a downward spiral due to inferior service and have no idea how to pull themselves out of it. Either way, I will never buy from them again, my company will not buy from them again, all my friends in the city will become aware and will never buy from them again - and, as we know, this business is about the word of mouth. Just look at all the REVIEWS UNDER ME.
by sbaradar, 12 Feb 2012
by aly1, 04 Feb 2012
by T Baldwin, 31 Jan 2012
by snapsf, 25 Jan 2012
by neil2, 16 Jan 2012
Will never ever deal with this company again. I thought I was dealing with a reputable firm but obviously not. I was brought up in business and was always taught to give good service and quality and your customers will return. This company is totally incompetant. Beverley Aspinall, the Managing Director, should be dealing with these issues. Would advise anyone not to order online from Fortnum and Mason, as the service is disgraceful.
by pamelaadeva, 16 Jan 2012
by b.quatermass, 15 Jan 2012
Have we missed a great department store in London? Let us know.