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.
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