Fortnum and Mason Appalling Customer Service

[tineemum]

Is it just me or has anyone fallen victim to F&M's appalling customer service recently? The last thread on this topic that I found on Mumsnet is from 2012. I wish I had known!

Would it be worth taking them up further for what is essentially a case of interference of my goodsthat is, goods I physically brought to till and paid for at storemoney taken from my account including for delivery service. Then I receive a call and am told that some of the items I purchased are out of stock!!! Impossible!!! I physically had them on hand and simply trusted them to be promptly delivered to me! I am seeking legal advise as I believe they have become so smug in their reputation and couldn't care less for their customers! Your thoughts would be highly appreciated! Thanks in advance.

Wow. What a bunch of assholes having a go at the OP when the shop is clearly in the wrong. She's not going to sue, she's taking (virtually free) advice on her position - pretty good idea before going into bat. The Birmingham Six comment is the most inappropriate piece of assholery on here too - I'm pretty sure the OP knows there are more important things out there, she hasn't suggested otherwise. What a bloody nasty bunch.

I cannot believe the inverse snobbery on this thread. Yes, F&m is an expensive shop. Perhaps the op is wealthy, perhaps she isn't. Either way, there is no reason why she should just put up with atrocious customer service, bordering on theft. And as for the ridiculous suggestion she should be spending her time working for charity instead... Words fail me.

Seriously op, you shouldn't have to, but perhaps if you want decent advice you should delete this thread and repost with the name of another shop.

I agree with UncleT and FreeWee.

The OP has a perfectly legitimate grievance and the fact it's F&M makes it worse as a high end store naturally trades on a reputation for outstanding service.

Sadly it never takes long before the victim blaming kicks in on AIBU. To be honest there is little point in posting here unless you want a guaranteed kicking.

I would definitely write to the CEO. They usually read letters. This is shit customer service and if it were my company I would want to know.

I think it is good that you have used your which legal helpline Tinee.

Dear Tineemum,
I'm deeply sorry to read about the issues you have experienced with Fortnum & Mason. I am on the board of Directors at Fortnum & Mason (and Mum to a 2 year old, hence my presence on Mumsnet) and can assure you that we take our customer feedback and complaints very seriously. Obviously, your experience suggests otherwise and I would like the opportunity to rectify that for you. In order to investigate this properly, I will need some further information from you, could you PM me your contact information and any order reference numbers please.

I look forward to hearing from you.
Zia

Good grief. Poor OP!

I would dread to think what would happen if an F&M customer spoke to an ASDA customer with a grievance the same way some people on here have dismissed this op.

I can see it. "All you have to worry about is that Kwik Save short changed you on the turkey tizzlers! Get back on your peasant wagon and worrying about how my Humphrey is going to cope with his hessian shoe knitting for toddlers class on Wednesday morning!"

Just because it's F&M doesn't mean the the op should just say never mind. Principle is principle regardless as to how much money/extended vocabulary someone has.

On that note, I doubt it would be appreciated if anyone on here said "could one cease addressing others on here as though you are a result of a DNA results show through the marvel that is Jeremy Kyle? One does find it quite common and unbearably chavvy! That would be totes amaze, ciao!"

Ffs. Think I'm going to regret coming back on here.

I'm sure you are who you say you are, ZZS68, but would suggest the OP only PM you an email address in the first instance, so you can email them from your F&M account, to prove you are genuine

Absolutely Cinnamoncookie, good advice. I await her contact.

Thank you very much for the kind and helpful comments from the kind and helpful commenters.

Thank you, too, Zia. I will message you shortly.