anyone know whats going on w Fortnum & Mason delivery?

[user230408924]

Every year for as long as I can remember I've placed Christmas orders (for us and for gifts to friends) from Fortnum and Mason at about this time as a special treat - close enough for stuff to get there in time for Christmas but not too long in advance so it isn't a Christmas surprise.

This year almost everything (so this is today 11 dec) is dispatch from 26 December- all the chocolate, tea, gift things - so Christmas gifting is out.
Their normal delivery period is 7 working days - which would be next Friday 20th and you can pay more for quicker named day delivery.

I get this is a niche first world problem but it just struck me as very odd and out of the ordinary that nothing is available for christmas delivery at this point.

Does anyone know why this is? They aren't in financial trouble are they? or have they got supply trouble? Seems really odd for such a normally busy time.

If you want some chocolate florentines try ordering some of these

www.burtonsbiscuits.com/our-brands/thomas-fudge/

Very like F&Ms IMO 😉

Oh my word that’s disappointing as I’ve ordered something that I’m going to be sending on to someone else. I seem to remember that they’ve had similar problems in other years. Following the advice on the trust pilot review I’ll order from Ottolenghi in future

We have also had problem with incorrect order which was then rectified but sent to wrong address!! (Payment address not intended address). Still waiting for new parcel to arrive at intended place and also making noises about sending incorrect box back (happy to but they need to come and get it…)

@user230408924 if partner is correct it may be a logistics issue of a new location, I'm currently abroad so not dealing with the deliveries.

Now what I will say is ironically I dislike over paying for stuff. In fortnum if you Google some products or look at the back and small print, you'll find where fortnum sourced them from. Or what type. Example he got us eggs from fortnum, googled the place, which chicken breed, found same eggs in waitrose. After a surgery I couldn't drink alcohol so he got sparkling tea. Googled - Fenwick sell it cheaper and some other wine shops. Goats cheese - neals Yard. Sometimes it's not worth buying in 5 original shops vs fortnum as Fortnum is all in one delivery. Sometimes however if entertaining, can get the cheese from neals instead plus some extra of theirs to make up delivery.

I'm a hobby baker so we rarely get the cookies unless he wants an easy snack - but I have a couple containers here I can check if there is any info of the original bakery for direct orders there. I have some tea too but I do think it's theirs. I didn't get it delivered to eu, we deliver to London and then take in luggage or via car here - but I do know they have eu delivery for a year or so now.

I hope things are OK there - its my go to place for luxury - not every year I will add. But normally F&M is special. My mum had fermented (not by choice) gherkins and they were so lovely on customer services about sorting that out - popped a jar of jam and the replacements to compensate.

It's been the most horrendous retail experience of my life. The amount of time and stress to get my money back from an order delivered without the hamper, to a different street, on the wrong day, has been awful

The eu delivery is poor in the sense the products availability vs UK version that's why we go long way so we are stocked up here too.

I was about to place my regular order for a friend. I won’t now.

Oh dear I ordered last week, it’s gifts for some special people. Paid a fortune for delivery on a specific date 🤞

Thanks for making this post OP. I’ve ordered a load of items from them for family presents.. good to be forewarned that they may not turn up in time so I can get something else and keep the items for myself when they eventually turn up.

I made lots of orders in tge sane week and my Fortnum's delivery took so much longer than everything else.

They also charged me for delivery last year when I thought it was free when I ordered.

My god the reviews - they've clearly outsourced their customer service. Why, oh why mess with the best. I'm up in London tomorrow - had wondered about popping in (to see the Christmas windows) but probably best not to bother.

I used to love going in here but stopped as the crowds are now insane. This has put me off shopping online!

I ordered 2 days ago and it said delivery on or before the 18th. I think it said on the website it said last day for orders for Christmas delivery was yesterday. I last ordered from them in September and no issues then. Suspect it's just a busy time of year and all their delivery slots form Christmas are gone.

I also think you’ve left it too late this year I’m afraid - I do think people have been buying earlier and F&M are out of stock or can’t cope with demand. Every other person I see in london seems to be carrying one of their bags. I ordered 4 hampers mid Nov and they were all delivered without issue.

@Mindyourfunkybusiness
n fortnum if you Google some products or look at the back and small print, you'll find where fortnum sourced them from. Or what type. Example he got us eggs from fortnum, googled the place, which chicken breed, found same eggs in waitrose.

This was good advice - thanks @Mindyourfunkybusiness . I've googled a couple of things I wanted by googling who makes fortnum and masons [name of product] and found a couple of suppliers directly who can deliver - so at least some things are possible but not everything...

You all have high expectations for what is essentially one shop it's not a chain it's just one shop that happens to sell quality items that are expensive

It delivers so you can all have the items

But for Christmas sometimes you need to order early if you want items on time regardless of what you e done in previous years

To go round slating then for being popular and high in demand is childish

You're behaving like toddlers who's dummies have fallen out of their pram

I had problems too, ordered some Xmas bits at end of November and turned up late.

Was really surprised at their poor customer service and delivery, when you pay a premium you expect better.

To go round slating then for being popular and high in demand is childish
You're behaving like toddlers who's dummies have fallen out of their pram

I think you've missed the point. This was a business that had gold star customer service in the past. Have a look at the trust pilot reviews. It's not about being popular and in high demand. It's about nothing available, things not being delivered at all, customer service not responding.

I think its more the lack of customer service. If something's out of stock - most people will accept that. But to have to spend hours on a failing whatsapp or email with no reply. No - that's not OK.

Dunno, just gone on to order a £200 hamper and can get it delivered on 14th?

I placed an order on Sunday and it says delivery on or before 17th.
I was in the store twice last week, Wednesday and Friday and it was absolutely heaving with people. Unfortunately some rather rude and using baskets as battering rams! Grown men who should know better. 😡
I couldn’t face the queues either time, hence my online order. I hope it arrives. I’ve not had any issues previously with F&M deliveries even around Christmas, so am shocked at these stories 😮

If your reputation is based upon being a premium retailer with impeccable customer service people are well within their rights to complain when standards slide.

It was rammed halfway through November. I imagine they can’t keep up with the demand. They’re certainly not in trouble. As far as their customer service is concerned I think it’s still impeccable. I asked where to find something which turned out to be on the third floor, the person I asked went and fetched it for me. It doesn’t get any better than that.

But for Christmas sometimes you need to order early if you want items on time regardless of what you e done in previous years

Well no, if a shop says they can still deliver in time for Christmas then it’s normal to assume that’s true.