to expect more from Fortnum and Mason?

[IcouldstillbeJoseph]

I placed an order a couple of weeks ago for 2 gifts for friends, from the F&M website. Paid for them to be delivered seperately to their respective addresses.

Anyway, both were not delivered. I chased them a couple of days after, to be informed there had been a 'glitch' in the system and they would be despatched that night for delivery the following day.

That would have been crap enough - as both gifts now late for their intended purpose. However, they have actually just delivered both gifts to me - instead of what I paid for.

In addition, they have only printed off one gift card and because of the 'way it works' can't supply me the other one, unless i want it posted directly to the recipient - which is unacceptable to me. I want them to know who it's from when they open it IYSWIM, not when a letter turns up on a different day.

I have opted to deliver both gifts myself now - as i'm pissed off basically, and can't be bothered faffing around waiting in for couriers etc.

F&M are calling me back today (apparently) to arrange a refund of the delivery charge to my card.

AIBU to expect a bit more than just the delivery charge refund, from such a supposedly reputable company?

Their customer service is completely and utterly shit.

She was very apologetic etc but its caused me a fair deal of embarrassment tbh - the gifts needed to be there ....which is why I ordered them in plenty of time

It took me nearly 2 months to get someone to even reply to me.

And a further month before they actually did something.

Basically, I ordered something at the end of October. I was charged but it never arrived and no one could find any evidence of my order. The amount of hassle it took to get someone to refund me the bloody money was ridiculous. They then promised me a "gift" by way of apology. It was a £20 gift card. Kind of rubbish as I have no intention of shopping the again.

The woman I ended up speaking to was very apologetic too. Still utterly crap at doing her job mind you.

Wankers

Terribly posh wankers though :)

It was stunning how bad their customer service was for such a premium store.

they are shockingly bad i stopped shopping there about 5 years ago due to crap service

Oh don't get me started. We suffered a similar "glitch" when we ordered some corporate hampers a couple of years ago. An unmitigated disaster which ended with one recipient coming home from hols to £1000+ of fortnight old perishables sitting on their doorstep.

Awful. Our Christmas pudding and one I got for my sister arrived day after boxing day. We did end up keeping them though. I've not ordered from them again but love going to the shop in London.

I know someone who had horrific trouble with them last Xmas. I would never ever use them.

Well, just to add fuel to my seething fire they have NOT called me back today as promised to arrange my refund.
I guess i'm going to have to write a letter to someone a bit higher up do you think?

I found them terrible too

I ordered some bits from them last Christmas. Stuff never arrived and it took months to get a refund.

Honestly yabu. Their failure to deliver hampers and bad customer service have been highly published in the media in recent years.
People continue to use them because they are 'posh' but forget they are shit.

It took them a few weeks to send my order out a couple of years ago as they had to do 'security checks' .

They are on Twitter (@FortnumandMason). You could try and contact them that way, if you have a Twitter account.

I'd ordered some posh tea leaves for my gran and a bottle of white port for my Dad for Christmas, the beginning of October.

I kind of expected them to manage that to be honest, 2 1/2 months gave them plenty of time

Finally got a refund in April

{scuttles off to JL to look at their hampers}

LadySybilde M&S hampers are fab, I've ordered them for the past couple of years. If you wait until nearer Christmas there's normally a discount code floating around for them (assuming you want it for christmas that is )

Honestly yabu. Their failure to deliver hampers and bad customer service have been highly published in the media in recent years.

I had read nothing like that at all.

We had a very tiny one from M&S last year (wasn't really a hamper, more of a cardboard box). I have plans for the empty hamper.

I've heard about their rubbish service too.

I havent seen anything either - otherwise I would've avoided!

I wouldn't expect anything less from them, My Dsis ordered a cristmas present from them for me one year. They refused to believe it hadn't arrived and I don't think they refunded. In febuary I recieved it, it had been dispatched 2 days prior. They still refused to believe this even though I offered to fax the paper work to show the dispatch date.

Lots of phone calls along the lines of "no it hasn't" yes it has" "NO it hasn't"

Rubbish

Starfuckers.

Problems last Christmas sorry for the DM link