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.

I love their food products (especially picnic hampers), but I've always found their communications/customer service really poor for online orders.

I think they were quite late to the online shopping game, and when they did start it they hadn't really got the systems in place. Even now their website is a bit shit (e.g. you can't filter stuff for allergens, and ingredients aren't always clear). Also I find it quite glitchy.

Delivery is also not as good as their "premium" status would suggest. Several problems in the past. This year I ordered quite a bit and it was delivered last week - no problems with the delivery time, but the box had been bashed around and one of the big biscuit tins was all dented. Shame because it was a lovely presentation tin and very reusable (and I know the recipient would like to reuse it!).

Yes, these are First World problems, but we're paying First World prices.

Probably not helpful I know but we get our Christmas coffee every year from Harrods. Highly recommend them for service. Delivery is expensive but always arrives early. And all their food is lovely.

Wow, I just had a look at their Trustpilot reviews...

They are crazy not to sort this out.

With most online shopping, the customers are looking to save a bit of money if possible and they'll accept a certain amount of cost-cutting when it comes to customer service.

But Fortnums customers, by definition, are happy to spend more for premium stuff (at least on the occasions they shop there). Fortnums can afford to charge prices which allow for decent customer service staffing and training, and for good delivery systems. If that meant putting a bit extra on prices, then I think their customers would accept it, as long as they felt they were getting a five-star service.

If F&M are falling down on service, then that's incredibly poor management. And it will really damage the brand, because their customers have high expectations.

This is all of us right now:

Margo Leadbetter had this issue with them about 50 years ago.

The Westons own it. No financial problems at all
Maybe a supply and demand- it used to be a niche Christmas buy- now it is a social media must have.

It is actually cheap for many items- their ham and most of the cheese is cheaper that Waitrose.

That was Harrods

They obviously know they have issues with their delivery service and at least they took the strategic decision to put 10th December deadline on prior Christmas delivery, in order to avoid any disappointment with missed delivery. Is this frustrating for all of us that aren’t that organised, yes, but seems like they are aware of the problem. We have all been let down by suppliers and it sounds like the delivery firm rather than all F&M fault although they clearly need to work on their processes. I hope they sort it out asap.

My mum sent a parcel for my birthday but on the drop down accidentally put my street in a different part of the country. We only realised when she received a notification of delivery with a phototherapy that certainly wasn’t our house or street. Mum is disabled and struggled with the drop down but it was clearly her fault, F&M were wonderful and sent me out a replacement hamper. I can’t fault them really. So frustrating they are clearly having issues with their delivery company/processes.

Some of the smaller department stores just haven’t invested in the online market enough because that’s their business model. Look at Fenwicks, they only really started online sales a couple of years ago. Even then it’s stock from the stores rather than a warehouse - I much prefer that, although does mean some things are sold out which are showing in stock. I prefer to keep the shops going so I know they are there, I hate online shopping!

I've did the same this year. I usually buy F&M chocolates at Christmas but only one or two chocolate items were available. So I've ordered from Harrod's instead, haven't had chocolate from Harrod's in years, but it all looks very scrummy! 😋

Oh that’s a 😳 shame .
I'm not wealthy , far from it , and have received and given Fortnums hampers .
mainly because it was within budget , delivery sorted and in both instances it was a “ family “ gift to another family overseas .
So actually when I calculated it was no more expensive than finding separate gifts for individuals and then adding on postage to the overseas locations

Following with interest. I usually order something from F&M for Christmas as they're great for food gifts. The first year I did this I ordered way too far in advance, end of September, and some chocolate was only just in date, or even out of date, by Christmas. So I had to warn the recipients, which was a bit embarrassing. Since then I've ordered a month or so later and all fine.

This year, I happened to be in Piccadilly in early November so I thought I'd pop in to the shop to save postage. The whole ground floor was absolutely rammed even then, with long queues at the pay desk - but it was all well organised with extra staff brought in. So I wouldn't worry about F&M's commercial viability!

I will add that their staff are absolutely delightful, even in that manic atmosphere. Every one I spoke to was helpful and intelligent.

It does sound like their online service is letting them down this year, but I suspect the cause is something beyond their control, as they run such a tight ship otherwise.

Aargh! I was in there last week and saw a few things I fancied as presents but it was rammed and I didn’t want to carry too much. I came home and ordered online. It indicated delivery by today. Needless to say, nothing so far.

You've left it too late, that's all.

I'd have thought you should be placing these sorts of orders in early-mid November when the Christmas ranges are announced. Especially when we're talking a high-end "special occasion" brand like F&M.

My go to is mistakes in business happen but it is how you deal with them that matters. They are well aware that things have gone very wrong this year but have done nothing to solve the problem and hope to sweep it all under the carpet. They are not a cut price store in China but a bastion of quality and to allow this to happen at such an important time of year is appalling and it seems to be stock, packing, delivery and customer service. One area maybe but every important online area??

I placed my order mid-November, for delivery on the 5th December. It never showed up and I had no notification or anything from them. The problem isn't just the shambolic warehouse and delivery system, but the non-existent customer service. The point of shopping at places like this is that they inflate prices to offer a better experience. If that experience becomes worse than any other place, you can get food of equal quality in many other shops and delis.

I usually get a Fortnum Christmas delivery but haven’t this year because we are going to France so will stock up on goods there.

I’m quite glad now! I still love their bread and cheese which I get in store but their biscuits have gone downhill. Except choccoloccus, still good.

I think a pp is correct, Fortnums has become a social media must have. Saw a few people vlogging last time I was in there.

As posted above, it seems to be a social media "must have" driven issue. It seems as if every other person in the centre of town is carrying a Fortnum's bag or two this year. But, they are still cheaper than Waitrose for somethings, and in the case of one of my favourite reds, cheaper than buying in Beaune itself. I sometimes stock up here and take to France 😂

I’ve had two deliveries arrived spot on time. Also used customer chat which was helpful.
I ordered early though - maybe they’ve sold out of lots of things already.

@HeartandSeoul yes it was Mummysflippinhouse 😂

@user230408924 - we do the same as you do - everyone is getting a Christmas biscuit selection this year - and when we did our orders over a week ago, there were plenty of dates left for delivery before Christmas. We were paying the extra for delivery on a named date - maybe that's the difference?

If you can't get the dates you want from F&M, have you considered Betty's of Harrogate? They do nice things for delivery (though not as big a range as F&M, of course - it's mainly cakes, biscuits, tea and coffee).

Ordered a £200 hamper on 25 November. Wasn’t delivered until 6 December … except it wasn’t delivered, instead of a luxury hamper, my friend received a tiny box of chocolates and a mug! Not what I ordered at all. Phoned customer service 4 times , very frustrating conversations with their staff, who told me the hamper was now out of stock?! Even though it was in stock when I ordered. Will never shop there again. Awful experience . I was trying to treat my friend but it ended up embarrassing, her received such a tiny gift ! Still awaiting a refund … ‘customer service’ also said the incorrect cheaper gifts would need to be returned! At which point I lost it and informed them that wouldn’t be happening until my £200 was refunded.

I’ve had an empty email from them today titled “A message about your order” the preview begins “An increased demand on our o….”
the fuckers. Everything I bought as gifts is late.

That would be fair comment if it wasn’t for the fact that they take your money (and plenty of it) at the point of order and tell you your goods will be delivered within a certain timescale.

Delivery arrived on time this morning. I placed my order 10 days ago. Everything was there and nothing was damaged.

In previous years I’ve ordered gifts around this time and had no problems with delivery. I used to send parents, parents in law, SIL and bestie and her OH things from FandM. However, it’s just bestie now because the older generation passed away and SIL said kids only presents.

I had to do a prepared gift box rather than choosing individual items. It’s ok because I’ve chosen some lovely cosmetics from a new natural products shop for her.