Review Time
Super hamper for a couples treat!
The hamper was delivered as expected and the chilled goods were packed with ice packs, keeping everything perfect.
The hamper was beautifully presented.
I know everyone likes their famous tea and biscuits. But when it comes to their online service section, it turns to one of the worst customer services in the UK. I have three good reasons to prove that:
First, when I got a luxury Fortnum's Stripe Teacup & Saucer set from their website for the Valentine gift earlier this month, I didn’t expect this single $124 cup would arrive in recycling wrap paper mixed with some other items in the same big box. Can’t believe this premium cup set comes with no box.
Secondly, when I noticed there is an immediate defective spot on the cup handle, their WhatsApp customer service rep didn’t know how to deal with this kind of situations. They reversed back to me what I wanted to do!
When I asked them (3 times ) to escalate the request to a manager response, they always say yes the manager is arranged to contact me back but nothing happens.
I finally managed to return the cup set but they only refunded the amount of the price of the cup, but not the tax related to the payment. They seems so confused about why they need to refund the tax paid in relation to the order.
I have ordered in the past and had some lovely food items. However I purchased some Highgrove berry tea bags on this occasion and the quality was very poor. No flavour at all!! I wrote to customer services who said they would pass on my review to another team to look into and I heard nothing. Very disappointing from such a prestigious named brand. I would have expected a refund or an exchange at the very least. I have no problem with paying for better quality but when it’s no better than any standard supermarket I just expected better all round.
The gift was a birthday present for my student grandson to share with his flatmates , they loved it !!
It arrived on the day, fresh and ready to eat
I will certainly looking at gifts for others
The gift was delivered 29 rh January 2026
Items arrived package well and safely. Issue arose on returning 1 item from order, receieved email to say returned recieved but refund not processed until I spoke to adviser today who was very helpful, I will call to shop next time in London but maybe won't web order again
After a long battle with F&M “Customer Services” in South Africa, I have since received a call from a Manager at the Piccadilly store which has restored my faith in Fortnum’s.
I do hope Fortnum’s look into this Customer services issue, as a reputation can be made or lost on this one point.
Once again Thank you for taking the time to contact me.
A speedy Christmas delivery of a fabulous present of a Christmas pudding in a Fortnum and Mason pudding bowl. Definitely will use the online ordering again (but will miss the visit to the store!)
I ordered a gift to be sent, and the recipient thanked me for it, saying, “Thank you for the present. A large box from a well-known store containing a superbly well-packaged and insulated jar of toastable relish. I can't wait to try it soon!”
I purchased a plate as a Christmas gift, but when it was finally opened after the holiday, it was broken. I reached out to the customer support through the chat on the website and spent over 30 minutes with a representative, only for them to leave me without resolution. I tried again a few days later and went through the same process, being told a replacement was being processed, but then I received no further updates. Frustrated, I decided to call directly and eventually got approval for a refund. This experience was very frustrating. Outsourcing customer service can lead to unhappy customers, especially when the representatives struggle with communication and ask for product codes that they should already know. Unfortunately, this seems to be the reality we face.
In October 2025, I bought several items for Christmas gifts, but one arrived damaged, prompting me to request a refund. After multiple attempts to arrange for its collection, it was finally picked up after four weeks. I was assured that my refund would be processed once the item was collected. However, as of January 12, 2026, I am still waiting. I've made numerous calls and sent countless emails, only to receive the same response about the issue being addressed. On January 8, 2026, I reached out again and was informed that each time I follow up, the process restarts from the beginning. I have ordered many items before, and they were delivered promptly, yet the refund process is incredibly slow. This has become so frustrating that I have now reported the issue to my bank, which is pursuing the merchant on my behalf. The customer service needs to evaluate their team's handling of refunds and understand why this process takes so long. This is unacceptable.
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