Shoddy Service from Fortnum and Mason for gift

Mumof1devon

Morning,

I ordered a gift from Fortnum for a friend of mine (it was a thank you), when it arrived she was very happy with what had been delivered - however her Daughter knew what i had sent to her mum and asked where the wine and such was - it was then that they realized that the wrong order had been sent to them, although with the correct order notification paperwork - Basically £75 less value than my order.
They contacted CS at Fortum and Mason, but had to call three times for anyone to understand what the issue was - Really - this is Fortnum and mason.
I then received notification that the package was being collected from the receivers home address - in the same instance i received a message to say that other people that i have previously sent a Fortnum gift to were receiving a delivery.
When i got home, the 2nd person had received the delivery with the note in that was meant for the initial recipient !
I phoned the intended recipient to ask what was going on and she explained that she had been sent the wrong items that i had ordered and paid for, she had contacted CS and they eventually organized for the incorrect package to be collected and that the correct order would be sent to her.
BUT NO the correct order went to the wrong address and person.
I contacted CS at Fortum and Mason and they were about as much use as a chocolate tea pot - now based in RSA, (where i lived for 17 years). So i emailed the CEO of Fortnum and he got one of his "people" to contact me.
So, he promised in the telephone call and after an email that the correct order would be delivered the next day, Wednesday 26th Nov - didn't arrive - i received notification from DPD that it would be and indeed has been delivered to the correct recipient today, Thursday 27th November.
The recipient of incorrectly addressed package were told that they could keep the one that they have received, which was great, as they had already opened the package but were confused as they had already received another package from us form a different company !
Me, i have now spent 2.5 days sorting out F&M mistake out i am offered a £100 gift voucher which is not even the amount that i have spent with them on this occasion - I and OH and family have been customers with F&M for 20 + years !
Also what really upset me was the fact that they put a personal message in the order that was sent to the wrong person - is this not a breach of privacy on my part ! 
Views - and no I'm an not accepting the £100 voucher as it is an insult to me !

sammyjammy

If I am understanding what you've put in your post the order has now been delivered ot the right person in full and the order that went to the wrong person is being kept by them so I think this alongside the £100 voucher is very generous.   Bearing in mind the poor customer service I suggest you use your £100 voucher and never use them again.

I really think you are being unreasonable, what more do you want?

MyRealNameToo

Mumof1devon said:

Morning,

I ordered a gift from Fortnum for a friend of mine (it was a thank you), when it arrived she was very happy with what had been delivered - however her Daughter knew what i had sent to her mum and asked where the wine and such was - it was then that they realized that the wrong order had been sent to them, although with the correct order notification paperwork - Basically £75 less value than my order.
They contacted CS at Fortum and Mason, but had to call three times for anyone to understand what the issue was - Really - this is Fortnum and mason.
I then received notification that the package was being collected from the receivers home address - in the same instance i received a message to say that other people that i have previously sent a Fortnum gift to were receiving a delivery.
When i got home, the 2nd person had received the delivery with the note in that was meant for the initial recipient !
I phoned the intended recipient to ask what was going on and she explained that she had been sent the wrong items that i had ordered and paid for, she had contacted CS and they eventually organized for the incorrect package to be collected and that the correct order would be sent to her.
BUT NO the correct order went to the wrong address and person.
I contacted CS at Fortum and Mason and they were about as much use as a chocolate tea pot - now based in RSA, (where i lived for 17 years). So i emailed the CEO of Fortnum and he got one of his "people" to contact me.
So, he promised in the telephone call and after an email that the correct order would be delivered the next day, Wednesday 26th Nov - didn't arrive - i received notification from DPD that it would be and indeed has been delivered to the correct recipient today, Thursday 27th November.
The recipient of incorrectly addressed package were told that they could keep the one that they have received, which was great, as they had already opened the package but were confused as they had already received another package from us form a different company !
Me, i have now spent 2.5 days sorting out F&M mistake out i am offered a £100 gift voucher which is not even the amount that i have spent with them on this occasion - I and OH and family have been customers with F&M for 20 + years !
Also what really upset me was the fact that they put a personal message in the order that was sent to the wrong person - is this not a breach of privacy on my part ! 
Views - and no I'm an not accepting the £100 voucher as it is an insult to me !

Difficult to follow but appears to be you bought something as a thank you gift, so not a mater that is date dependent. The wrong thing was sent to your friend and instead someone else received the intended parcel. 

Fortnum corrected it, though delivery was 1 day late, your friend got the right order and they let the other person keep the parcel they had delivered. As compensation for the mix up they have given you £100 gift voucher. 

As above, seems exceptionally generous for a minor mistake that they corrected promptly. Nothing suggests it either required or took two full days effort and melodrama rarely wins favour or sympathy. 

Being a customer for 20 years could mean you have made 20 orders of modest value. Someone else could have been a customer of 5 years spending £1k a week. It's clear to most businesses which is the more valuable customer. 

Ayr_Rage

Lucky you that you can afford to shop at Fortnum and Mason for more than 20 years.

The £100 sounds a very generous offer.

I agree with @sammyjammy, now you've had your vent use the voucher and then find another high end retailer for your luxury shopping.

lincroft1710

Mistake made

Mistake corrected

Generous compensation offered as apology

Exactly what are you hoping for?

saajan_12

Mumof1devon said:

Me, i have now spent 2.5 days sorting out F&M mistake out i am offered a £100 gift voucher which is not even the amount that i have spent with them on this occasion - I and OH and family have been customers with F&M for 20 + years !
..
Views - and no I'm an not accepting the £100 voucher as it is an insult to me !

What does the amount spent have to do with the compo if you got the value of what you paid as the items were ultimately sent to the intended recipient? If it was a £10,000 item, should the inconvenience be worth 10k? 

Ultimately the total inconvenience was a couple of days, not full time exactly, so I think £100 is a fair compensation for that. Perhaps not massivelly over the top like posters are suggesting, but about right. Since you spend with F&M a fair bit, you likely would be able to make use of it. Any embarrassment with the unintended recipient is significantly dampened by them being able to keep the random, unexpected gift. 

If you find it insulting, then what, specifically, would you find more appropriate ?