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.

It was rammed halfway through November.

Maybe I will try October next year.

@user230408924 good luck with finding what you want! You might even find nice things those suppliers have too.

If you can't find something just pm me - I'll see if we have it or if I can help you find the info. We tend to have day to day items though and as I said - a lot of things I have put my foot down to not overpay for a silly fortnum label and we buy direct. Obviously it's not always possible as it's much easier if things are all in one place.

I must say, we've never had a problem with customer service but we use the chat option because we are introverts.

Also partner buys the fortnum not me, don't come for me mumsnet 😂 I'm just a very lucky bystander.

Placed order on Friday and delivered yesterday - to the north of Scotland too!

I’ll do an online order and collect it from the St Pancras shop next year.

There was a blogger recently where she ordered Xmas meal plates and instead of receiving like 30 she received 4 or something and she went ballistic as no one was helping her and their customer service was apparently based in South Africa A few days later it got resolved but what she said was after posting her story, a lot of other followers had similar problems like ordering a full hamper only to receive one item etc. I think they've pretty much fucked up and you wouldn't expect it from the brand.

I think for a lot of people this type of order isn't a regular thing - it's something special. For their loved ones, a big order to add to people's presents. It's also an opportunity to experience something not many can afford to regularly.

It is stressful for people, probably who have spent their hard earned money on this, for it to not go as expected nor stated by the store they are buying from. A store that is normally known for outstanding customer service.

It's all part of the experience for people, and it being gifts adds more stress. It's a bit unfair to say what you did, but everyone is entitled to their own opinions ofc.

My friend gave me some F&M vouchers for my birthday this year. I wouldn't normally order from there, as very overpriced, but it was a nice treat. My order was supposed to arrive last week, but it didn't show up, and I've wasted hours on the WhatsApp and sent emails since—heard absolutely nothing from them in nearly a week, despite being assured my case had been escalated. They're just fobbing me off over and over again, it feels like they are falling apart.

My experience is very similar to the ones posted on Trust Pilot, the customer service is kafkaesque. I won't order from them again, and I will warn my friend not to use them for gifts any more.

I had read on their website that Christmas orders needed to be made by 10th. I knew this and I’ve still neglected to order!! It’s all in the online basket but toddler didn’t go to bed easily last night so thought I’d do it today !!!

I ordered for a relative back in November and waited nearly two weeks for it to arrive. I do it every Christmas, and usualy it takes a few days, and is nicely packaged. My Aunt always feels it's a real treat. This year it took a fortnight to arrive.

The box was a bit bashed and had a huge scruffy address label stuck over the F and M logo. So nothing special about it at all, to look at, compared to previous years.

I ordered 3 deliveries to 3 different people and although they got there, 2 out of 3 didn’t see the gift labelling so either the gift labelling is shit or my friends are stupid. I’m inclined towards the former.

Last year similar packages were all delivered and the labelling was clear. So something seems to have changed. And none of them realised the packages were from Fortnums which seems strange.

We ordered a load of food to give to
family as pressies and everything packaged in cardboard, such as biscuits and crackers, was all battered and broken. Jars were ok but everything else was wrecked; there was hardly any packing around the items. Currently trying to get it all sorted, but won’t be ordering with them again. I expected much better for the price!

I was waiting to see if anyone mentioned Mummysflippinhouses, as she was my first thought when I opened this thread 🙂.

I’ve sent multiple gifts from them over the past year, including Christmas orders this week, and all have been totally fine.

Several other orders have gone seriously awry though - it’s the time of year!

The company I worked for cancelled their Christmas corporate order with them a few years back (before Covid) due to the constant delivery issues. They'd used them for 30+ yrs before that, but the CS went seriously downhill whilst the delivery prices increased. Sorry to hear that things are still the same with them, it used to be a lovely store and experience.

Reading this I'm glad I didn't place an order this year! I visited in October and I'd never seen it as busy.
To those who mentioned florentines, Betty's sell beautiful florentines, and their vibe is a bit Fortnums-ish, if on a much smaller scale.

Out of curiosity who has your company switched to? I’d be interested to know who F&M’s competitors are. M&S, JL and Selfridges just aren’t the same either price or value wise.

I noticed that too when browsing yesterday
I can't be arsed to travel in and buy in person so local Marks/Waitrose it is

I ordered loads for DH birthday and it didn't arrive on the named day. Called 7 x - they kept hanging up on me. I left the house at 8am the next day and found the parcel on the doorstep.

My order is due to be delivered today
Fortnums sent me email yesterday apologising for the delay and also sent a £10 gift voucher

We have used them for years for corporate gifting with no issues. I’ve literally just been on the website and they have a section for deliveries still available before Christmas, I’ve ordered some bits so let’s hope they arrive!

A word of warning that I've experienced problems with Betty's delivery this year, too.

They're my go to for gifting but last night all Christmas items could be added to basket but out of stock when coming to check out. Website says I'm in plenty of time for Christmas delivery, so no idea what that's about.

Gave up in the end and ordered some Cakehead festive boxes of brownies. I've had the dispatch delivery for one lot this morning already (less than 10 hours since ordering!)

I love Betty's too for a few treats! I was in Fortnums the end of November it was unpleasantly busy. I thought I'll just order online next year, but maybe not after reading this!

@thelittlestbird That's a shame but good to know. I usually call in to Ilkley or Harrogate, but have occasionally used mail order.

I've always found them to be quite slow for delivery.

Aargh! Ordered a gift hamper for my sister in the US. I hope it arrives complete and with nothing broken, but judging by those Trustpilot reviews I’m not sanguine