Fortnum & Mason

[Firealarms]

Was in London earlier this week, bought some groceries from Fortnums including tea. To my surprise, the tea bags inside the tin are literally empty. The tin was unopened so seems like their quality control is poor. Does anyone know what their customer service is like with resolving issues? I can’t return the tea to store as I don’t live in London, so wondering if I just need to write off the wasted money.

Email in with pictures. They are very good in my experience with customer service. Ask them to refund AND send you a replacement in the post.

Can you post a screen shot?

Contact them they are great

Usually amazing customer service. When I had an issue I got biscuits as an extra apology sent with the replacement.

Thanks everyone. I’m not sure they’ll do much as it’s a store purchase not online?

have sent them an email with photos.

here’s what the tea bags are like:

It doesn't matter if you bought online or in store. Call them first and discuss it. They have always been excellent at customer services in my experience

What have you done with all the others?

I put them back in the tin, what am I supposed to do with them?

Send them a photo of all of the empty tea bags and they have amazing customer service.

Thank you

So why only one left?

@Firealarms I'm sure they will want to know they have packets of empty tea bags it's probably embarrassing for them!
If you set out what you want. I.e a refund and replacement it makes it easier for the operator there to know what to do. Also tell them to throw in their earl grey tea flavour shortbread as an extra sorry. Those things are divine!

and the butter tablet....and florentines...

It's one on a plate as an example, isn't it?

There’s not one left. I’m not sure what you are getting at here, sorry. I have sent an email with more photos/videos to them directly. I didn’t think I needed to post everything here.

Yeah, it’s in the lid. I took a video of the whole thing & showed the tea bag is sealed and sent that to them.

Ahh I don’t think I have the confidence to ask for extras! But yes their biscuits are glorious!

Yes not great QC but good CS (far far better than Selfridges and Harrods).
They will replace, I’m sure.