Best-before on the box was later than the best-before on the items inside it. They deducted a restocking fee that appears nowhere in the terms I agreed to. The spice box contained two empty tins. The shop told me to claim from the courier myself, which is not how consumer law works. They substituted a completely different product and charged the original, higher price.
↳ Reply from Fortnum & Mason
You are right that the description was wrong. The listing said solid silver and the item is plated. The page has been corrected and every order on that line is being refunded in full. — Elena, Buying
Callum from the shop team
TH
tane_harris
AustraliaVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment
lids leaked
Two sauces had seeped into the box, so everything smelled of vinegar. The labels were stained and half the contents lost. I've washed the jars but it was a sticky mess.
↳ Reply from Fortnum & Mason
Apologies. We changed supplier for that component and did not re-test it. We have reverted to the original part and are replacing every unit sold in that period, including yours. — Daniel, Product
Joe and the team
CO
Coffeebean
AustraliaVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment
fell apart on first use !
Two of six jars arrived broken and the replacement order arrived broken the same way. I have been chasing a refund for seven weeks across eleven emails. The parcel sat at a depot for 8 and the shop woudl not reissue the chilled items. They asked me to return a faulty item at my own cost and thhen said it arrived damaged. Reported to my card provider.
↳ Reply from Fortnum & Mason
Dear Coffeebean, You are right that the description was wrong. The listing said solid silver and the item is plated. The page has been corrected and every order on that line is being refunded in full. — Elena, Buying
ZP
zpph
FinlandVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment
hidas toimitus
Paketti kesti yli kaksi viikkoa ja jouduin muistuttamaan useasti. tuote on kelvollinen, kokemus ei.
↳ Reply from Fortnum & Mason
Sorry the sizing was so far out. That supplier shipped us a run cut to the wrong pattern. We are recalling the batch, your return is free and the refund is already paid. — Chloe, Warehouse Manager
Kind regards, Josh
OC
O. Clarke
United KingdomVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment
disappointed
Bread arrived hard as a brick.
↳ Reply from Fortnum & Mason
This is on us. The item was packed by a temporary member of staff on their first day without a final check. Your refund was processed this morning and I have rewritten the packing checklist. — Tom, Operations
Kind regards, Sophie
TS
turtle.stefano
ItalyVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment
Taglia sbagliata
La taglia non corrisponde alla tabella. Ho preso quella indicata e mi avanzava un palmo di stoffa. Fare il cambio è una seccatura!!
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