Fortnum & Mason Sale

maltesers_2

Most of the stuff I ordered is also out of stock and they have asked for my card details to refund - is this normal?

wendym

maltesers wrote: »

Most of the stuff I ordered is also out of stock and they have asked for my card details to refund - is this normal?

No it isn't, and I am certainly not going to send my card details (including the security code) by unencrypted email. I shall phone them later.

wendym

Even more annoyingly, they have sent out one item from my order, for which I have paid the full delivery charge!

Stranger_Than_Fiction

I have had my second order, placed on 10th, with a substitution for the pruning knife but my first order, placed the day before, hasn't turned up yet. I have emailed customer services but not heard back from them. I wanted the garden knife for a friend's birthday on Saturday so shall be very miffed if it's not available. I would have expected Fortnum's to have better stock control and not take orders on items they don't have.

jeppy

by the way, check your email invoice. mine stated that i had underpaid by 5 pounds, ie the book discount, and to send them my remittance.

sorry about the grammer but my ctrl key doesnt work.

lcrp53

MY invoice said the same.. however I have ignored it and they have dispatched the order anyway.

lcrp53

All arrived safely today - happy days

jojo2004

flossy_splodge wrote: »

Thought I'd just see if this establishment were any better at Customer service so I sent them an email saying I had missed the 'free book' bit.
Have literally just now had a telephone call from a very upmarket sounding gentleman saying my free book would be included, with their compliments!
How's that for service!
Couldn't quite bring myself to ask about redoing the order so I could get the £5 discount though:rotfl:
So order away Happy MSE'rs, seems someone knows about customer service!:T

Lol - go mama! xxx:j

Stranger_Than_Fiction

:(Really fed up with them. Having had my second order first, I emailed asking whether they were doing orders in the order they received them etc as one of the items I ordered was in stock on both dates when I ordered and yet it was substituted in the order I received. No response. Had second parcel yesterday (which was first order) which only had 1 item in and then just had an email saying the rest was out of stock, did I want anything else or would I like a refund and not answering any of my questions. I emailed back straight away but have not had any response. I wish I'd had flossy_splodge's experience because I think this is very poor.:(

wendym

My experience is the same as yours, Stranger Than Fiction. I gave up pointlessly emailing and called the number on their email. After pointing out that I would not have considered paying their delivery charge for one item, I did get half of it refunded. But a system that allows a confirmation of order email, then taking the money from your card, then despatching part of an order, THEN sending an 'out of stock' message, is really not good enough.