Farrar & Tanner Reviews

Name: Farrar & Tanner
Rating: 4.78

4.8 Rating 6,560 Reviews

95 %

of reviewers recommend Farrar & Tanner

4.8

Based on 6,560 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

About Farrar & Tanner:

Based in the regency town of Cheltenham Spa, Farrar & Tanner procure bespoke, traditionally crafted gifts. Combining a history of blacksmith and iron work with a leather crafting heritage, Farrar & Tanner are driven by exceptional quality of materials, design and craftsmanship. A luxurious, practical collection of men's accessories, available for personalisation by their skilled team of engravers and leather embossers.

Visit Website

Phone:

0344 5678365

Email:

sales@farrar-tanner.co.uk

Location:

24, Lansdown Estate, Cheltenham
Gl51 8PL

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Farrar & Tanner 5 star review on 20th May 2025

Farrar & Tanner 5 star review on 26th April 2025

Karen

506

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delivery arrived all messed up on Xmas eve with a piece missing. Delivery arrived late despite paying extra. Box left outside, driver just took a photo for proof. I sent an email to customer service and I am still waiting for a response. The gift was expensive and to receive it in such a bad state is disappointing.”

Helpful Report

Posted 2 years ago

Hi Eloi, thank you for your review. We try to package all of our gifts as safely as possible and also as environmentally friendly as possible, usually overpacking to allow for safe transit. In this instance it does not look as if the delivery company took much care with it - I believe this to be due to the huge volume of parcels they were distributing over the Christmas period. I can see that the replacement pieces were sent and I really hope the recipient is now enjoying the game! Best wishes, Jude

Posted 2 years ago

“You have taken my money and not delivered the goods.”

Helpful Report

Posted 2 years ago

Please could you contact us with your details and we will look into what happened - all of our parcels are tracked so we should be able to find a resolution for you. Best wishes, Jude

Posted 2 years ago

Hi Simon, just tracked down your order via your email address - it is showing as delivered on 28 December, it had been sent to your local Royal Mail distribution office but then looks like it had been held up by the strikes pre Christmas and finally delivered just after. I am sorry that it was delayed and have refunded your delivery cost, I hope the recipient enjoyed the gift despite the delay. Kind regards, Jude

Posted 2 years ago

“I ordered the engraved Backgammon set for my parents for Christmas. The set arrived without the engraving. I contacted the help desk and was told they would send the engraving separately. It never arrived. When my parents opened the gift, the dice shakers were broken and splintered. I have asked for replacements and have heard nothing back.”

Helpful Report

Posted 2 years ago

“Leather counter holder fell out and the wood finish was chipped in two places. Very disappointing will be asking for a refund.”

Helpful Report

Posted 2 years ago

“I still haven’t received items”

Helpful Report

Posted 2 years ago

“Item ordered on 02/12/22 Been told dispatched x3 days later, but still not received?? Postal strikes maybe an issue, not entirely sure, what I do know is, it’s totally put me off purchasing on-line.”

Helpful Report

Posted 2 years ago

“I did not realise, when undertaking a simple, once-off order (which was fine, by the way) that I was committing myself to a future of being bombarded by desperate repeated demands for feedback and reviews. I hope this response will stop further request from clogging up my intray.”

Helpful Report

Posted 2 years ago

Oops, we use a third party company to collect reviews so that all reviews are open and honest - I'll have a look into how many times they request on our behalf!

Posted 2 years ago

“000310805 Still not received this order which was placed 11 days ago…….disappointed!!”

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Posted 2 years ago

“The knife set is nice. The case is so cheap and arrived broken that I am embarrassed to give this as a gift.”

Helpful Report

Posted 2 years ago

Hi Laura, I see that it travelled all the way to Colorado in the US. I am sorry it arrived damaged and can see a replacement box was also sent out to you. Thanks, Jude

Posted 2 years ago

“Please note that my husband ordered 000317954. NO ENGRAVING AND IMPOSSIBLE TO SPEAK TO SOMEBODY. ABSOLUTE DISGRACEFUL AND WE WISH FOR REFUND OF £110.95”

Helpful Report

Posted 2 years ago

Hi there, your order was made on Saturday and delivered Sunday (yesterday) we are very busy on the phone and with emails but we are available to help, we appreciate a small amount of patience during the peak trading time. Best wishes, Jude

Posted 2 years ago

“8.12 placed an order on this site. with express delivery to spain. The money was taken from the card. The parcel has not yet arrived at the designated address. Today is already 12/19/22. Prior to that, I wrote 2 letters to e-mail, I received an automatic answer that they usually answer within 24 hours or, if urgent, then call. But neither after 24 hours, nor after a few days, no one answered my letters. today I decided to call this number: 03445678365. Answering machine answers, and no one came up! But the most interesting thing is that this is a paid call, as it turned out later. you have to pay 0.77P for the connection, and each minute of a 'talk' with an answering machine costs £1.55!!!(the minimum conversation is at least 1 minute). Scams?!? Who write positive comments to themselves in the reviews and rate the quality at five stars !!! I'll contact the bank, maybe I can still get the money back. disgusting!!!”

Helpful Report

Posted 2 years ago

Hi Veronika, the postal service selected to Spain was a land service, this will not get to your recipient before Christmas. I have therefore refunded your order. With regard to the charge on the call, calling an international number may involve different call charges depending on your phone company. Best wishes, Jude

Posted 2 years ago

“I ordered with this company back on the 11/12/2022 and went with express delivery (between 1 and 3 days) to ensure my item arrived before Christmas. As it has still not arrived I emailed customer services to see if they had an update. I received a very unhelpful email back saying that there was nothing they could do due to Royal Mail strikes. I emailed back explaining I understood that but there was absolutely no information on the tracking I was given and could I just get an update on if the order would be here for Christmas (given that if it was ordered on the 11th it should be here by the 25th with express delivery that stated it would be here within 3 days). I received an email back that was incredibly rude and unhelpful. They suggested I reorder with DPD and send the old order back. So essentially give them double money rather than them take any kind of action to help me. I’m really disappointed with the customer service and how rude they were. Never ordering from here again and I may just cancel the order altogether and get something else. Absolute disgrace.”

Helpful Report

Posted 2 years ago

Hi Jodie, we have experienced lots of delays with Royal Mail but parcels are reaching recipients. I've taken a look at the email correspondence and I'm sorry if you feel it was rude - we don't have enough stock to simply replace everybody's order - we do expect your parcel to arrive and we do have a contingency in place for you as outlined by email. It's an incredibly frustrating situation for everybody and we appreciate that it's Christmas, we are doing our best against an unusual and unexpected situation. During check out there is an option to remain with the Royal Mail service or upgrade. We hope that your parcel arrives soon and will help to resolve the situation if not arrived by Wednesday as suggested. Many thanks, Jude

Posted 2 years ago

“I have not received my order and I have sent an email to get the update on my ordered item. I paid extra for the express delivery, not heard from customer service even once. If the Royal mail is on strike, and they knew there will be a delay, they should not charge for express delivery. Not sure if the customer service not replying has got something to do with the Royal Mail strike. Horrible experience so far. Hope I'll receive the item before end of the week.”

Helpful Report

Posted 2 years ago

“Order placed on 21st Nov for one engraved knife (in stock). Paid for express shipping (1-3 days). No delivery by 5th Dec, phoned and asked by F&T to call back following day. I was out all day, so called back on 7th (still no knife). Asked for cancellation and refund. Told that they'd send me a return label and I'd get a refund once knife returned...? They have agreed to refund the express fee at least and say that if the knife is not here by the 9th they will initiate a lost parcel process. It was a birthday present, appreciate there was a postal strike for a couple of days, but we're 2+ weeks on. Lesson learned. Local supplier has turned one round for me in two days, albeit slightly more expensive. If in doubt, shop local.”

Helpful Report

Posted 2 years ago

Hi Alistair, I see that the knife did arrive on 9th December and I appreciate that over 2 weeks is a significantly longer time than expected - unfortunately the Royal Mail distribution centre was really affected by the strikes and additional load due to Black Friday sales and some parcels got blocked in the centre, this took some time to clear. We refunded the postage and we're happy to receive the item back if it is too late to gift, we have a free returns service on our website. Best wishes, Jude

Posted 2 years ago

“Well, I'd love to give a positive review but 12 days after ordering an item on a 'Trusted Courier - Express (1-3 days)', I've still not got it. Had to send three emails to chase for the tracking number. I eventually got a response from an order I placed on the 23rd saying that the order shipped on the 28th! Ok, there's a mail strike ongoing but 5 days later and I'm still waiting. Then today I received an email with the line...At Farrar & Tanner we are passionate about delivering a high level of customer service...well you;ve not in this case chaps.”

Helpful Report

Posted 2 years ago

Hi Matt, glad we were able to talk and get the gift resent with an alternative courier whilst the original was held up at Royal Mail's distribution centre. Best wishes, Jude

Posted 2 years ago

“Extremely disappointed as my product was purchased 8 days ago & I paid for a 1-3 day delivery but I still have not received my purchase.”

Helpful Report

Posted 2 years ago

So sorry you've not received your order - with the strike action from Royal Mail happening on 25 November as well as 28 November, along with increased orders due to Black Friday, it seems the whole of the postal system has been impacted by this and significant delays have been seen, I hope that the parcel has since arrived. Best wishes, Jude

Posted 2 years ago

“Tried to place an order online but couldn't, waited until they finally allegedly open at 9am to order over the phone, was told by an automated message that I was in a que and my position was number one... only to be cut off after six minutes!!!!.... Staggeringly incompetent customer service, very disappointed!!!”

Helpful Report

Posted 2 years ago

Sorry to see you've had trouble placing an order - we are still receiving many orders daily, there doesn't appear to be a specific issue. We do have a queueing system which, after 5 minutes should offer you the choice to leave a voicemail so that you are not on hold for an unnecessarily long time, perhaps there was a fault with the call or service dropped. Over this busy period we do have additional orders and calls, and whilst we do plan for it there may be times when we are extra busy due to circumstances beyond our control, such as additional strike action by Royal Mail.

Posted 2 years ago

“Ordered goods for delivery on 23rd November. DPD website shows no tracking, parcel still with DPD consumer. Emailed customer services, no response as yet. Beginning to wonder whether this company is a hoax! Credit card has been debited full amount but does not look like it has been despatched.”

Helpful Report

Posted 2 years ago

As DPD were unable to deliver we have as requested refunded your order. Best wishes, Jude

Posted 2 years ago

“We bought brown leather , rounDisappointing quality , cups have sharp edges . Advised to only keep drink in bottle for 3 days !!!”

Helpful Report

Posted 2 years ago

“Falsely represented product. Claimed that "The box opens to a luxurious velvet tray interior...", when, in fact, it was a cheap plastic liner. And it doesn't even go all the way to the edge, so the unstained interior wood is visible. And the foam liner for the top of the case isn't even cut straight. I made the purchase based on the description of the product being luxurious, and it is anything but that.”

Helpful Report

Posted 2 years ago

Hi Chris, thank you for your review and highlighting this for us, it is a moulded tray inside the box which is flocked for that nice feel to it, it does need to be moulded to retain the chips in place as they are quite weighty. We'd actually used the manufacturer's description but we will now update this. I'll also contact you directly with regard to the foam liner and interior, these are usually so well made that perhaps there's been a problem with your particular set. Thank you, Jude Customer Service

Posted 2 years ago

Farrar & Tanner is rated 4.8 based on 6,560 reviews