Is fortnums service shit? (Yes it is)

[Ohnanawhatsyourname]

Is anyone else having this problem or just me???

I used to buy items from Fortnums for presents at birthdays and Christmas. For the second time, ordering a named day delivery (pretty sure at extra cost) and no item has turned up and their website just lists it as “in progress”.

This is the second time I ordered something for a friend’s birthday, using a named day delivery, and days/ weeks later nothing has turned up.

I have been ordering from them for about 15 years. That sounds like I have heaps of money - I don’t. But they used to be good on quality and delivery so eg for friends going through chemo, special birthdays etc I’d order from them. Great service, until about 2 years ago.

First time they missed my named day delivery by several days, so my friend’s birthday present was both late and sat out in the rain. Plus they had just lost a dear family member so it was incredibly important the delivery was on time (as I paid for). I told F&M I want the money back for my delivery and they gave me… nothing. They said no.

This is the second time. Because of incident (1) I haven’t used them in a year. And what happens in this incident, I have a named delivery date, due two weeks ago, think it’s odd my other friend hasn’t said thank you, check Fortnums’ website and lo and behold the order is “in progress”.

Do NOT hold yourself out as being a quality provider if you can’t deliver items, especially if we’re paying for named delivery dates, especially if we’re spending more than we would usually as a treat.

Did Fortnums send an update saying sorry either time, explaining the delay? NO! So they’re sitting on a bunch of money from me now and doing sweet FA about it!!!!

oh and where is their team to contact? Have been waiting for a WhatsApp back for ages now.

F&M = effing mugs. Absolutely gone downhill and rude to boot.

Ohh second thread slating fortnums recently

Ooh will find that thread - honestly, it’s at the point where they are outright rude. Like it’s run by bots and they don’t care about their terrible service. There are a lot of “fancy” brands, especially “heritage British” brands, where the products/ service are poor quality but their marketing is slick.

Yes, Fortnum is a disgrace right now. Back on December 4 I placed a Christmas hamper order, paying extra for a named (guaranteed) delivery date of December 18 (yesterday), and according to the online tracking it is still "awaiting carrier pickup". Fortnum is not responding to the online chat, to WhatsApp, or to Apple Messages, but I did eventually get through by phone after listening to hold music for over 2 hours, to be told that they are now hoping for delivery on December 22. And I received no notifications at all about any delays to my order. A sad slide into mediocrity by a once high quality company.

That's shocking, leave a trustpilot

They market themselves as an extremely posh and top notch British grocer specialising in very high end merchandise and produce, for the prices they charge, this level of poor / non existent customer service is unacceptable. Their customers are entitled to expect extremely efficient and speedy service from them. It's appalling to see the state that their delivery services and customer service have been reduced to.

Yep same here - having to go in to London to get the items Monday - as did not arrive. And none of the customer service options work. Whatsapp, Text, email, phone. Even ryanair customer service is better!

Same problem. First time ordering from them, decided to get something special for my mums 70th. Took an absolute age to come, I couldn’t believe it when it’s meant to be a well known expensive brand! And their chocolate reindeer noses tasted terrible.

Fortnums are famous for their poor delivery service - if I’m in London I will go into their heaving hot shop and fight my way through crowds of tourists to get the tea in the pretty tin for Great Aunt Enid but I would never ever order from them to save myself the trouble as it has never worked ever. I dislike everything about the experience shopping in person too. The staff are nice and the buyer is good but you can go and get the same thing CHEAPER in Liberty or even Harrods. Coupled with expensive and shit delivery, I try almost anywhere else first.

Big disappointment, named day came and went no update emails or refund for a Classic Christmas Hamper. No response from Custmer services. Chat function utterly useless.

The products themselves are great but I now only buy in the physical shop - the online service is dire

I can't see myself buying from them again. They had my order for a month before delivery but it arrived incomplete. When I queried this they said they were out of stock.

No mention of that by email or phone. No mention with the delivery. It's as if they'd hoped I wouldn't notice.

I'm now waiting on a reply to my latest email (sent two days ago) to see what they're going to do about it.

Op someone complained about this a few weeks ago and the trust pilot review was posted. Not good

Update. Arrived two days late but was complete.

I bought a £200 hamper which was due for delivery last Saturday. I got no email saying it was dispatched, and it did not arrive on Saturday. I phoned customer service and after waiting about 20 mins, used their 'we'll call you back' option. I'm still waiting. Also wasn't connected to an advisor on their WhatsApp number, despite being promised I would be 'soon'. The hamper did arrive eventually but it was just by luck that I was in to receive it (having planned my day round being in on the Saturday. I'm not ordering from them again, too stressful!

Using an reasonable criterion of judgement, their customer service is a shocking state of affairs. I will be contacting the fraud team of my credit card provider to see my hard earned money back. People are being treated with contempt.

I've stopped ordering online from them

Gosh OP, it seems you are not alone. I would forward this thread to their CEO!

Yes, least year I ordered my client gifts, one to Spain.

They basically lost it, never delivered and then I had to chase for literally months for a refund.

I swear they were relying on my going away and forgetting, zero apologies, no logical reason given., took 2 month to refund and then they tried to refund minus the delivery charge.

So this year we used hotel chocolate who were amazing with their hampers and delivery's.