Jacqui W.

Atrocious & Inexcusable levels of service! Normally I place an order via Fortnum and Mason for a special Christmas tea and biscuits treat to be sent to my Mother in New Zealand. I hasten to add I have never had a problem with F&M. This year I decided to try Harrods – What a mistake! The website is clunky and it turns out that they do not ship food to other countries. However you do not find this out until you're at the payment screen and then it is near impossible to go back and change the order. So I ended up just ordering a Harrods shopping bag to be sent - it wasn't until I completed the order I noticed that they had charged me over £30 for delivery. I thought about it for a minute, and within 30 minutes went back onto their website to cancel the order – there is no automatic cancel facility – you have send an email – this is what I did. The next day I get a mail saying it's too late the order has been sent and I can't cancel. They told me to have my mother refuse the delivery – now 2 things - my mother is 86 years old how will she know what package to refuse as 4 of her children live aboard and send her packages regularly and secondly at a cost of £30 delivery surely the cost to return the goods is more than they are worth considering the cost was £22. All in all don't shop here they are more attuned to the tourist market than suppling good customer services to those of us who live in the UK. Use Fortnum & Mason.