Farrar & Tanner Reviews

Name: Farrar & Tanner
Rating: 4.78

4.8 Rating 6,900 Reviews

95 %

of reviewers recommend Farrar & Tanner

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 12th September 2025

525

Anonymous

Anonymous // 01/01/2019

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

“Item not received”

Helpful Report

Posted 1 week ago

Hi Jane, I’m really sorry to hear that your order hasn’t reached you yet. I can confirm it was dispatched on the 1st of September, but the courier has since informed us of a delay. To avoid any further inconvenience, we’ve arranged for the parcel to be returned to us and are sending out a replacement today via next day delivery. You will receive your order tomorrow, and I’ll be keeping an eye on the tracking to make sure it reaches you without issue. Thank you for your patience, and please don’t hesitate to reach out if there’s anything else I can help with. Kind regards, Jamie Customer Service Farrar & Tanner

Posted 1 week ago

“I had a complaint about the lack of luxury in the luxury wrapping which has not had any response so hence the one star. Unfortunately, I have not been able to give a rating on the item purchased as it is wrapped as a gift.”

Helpful Report

Posted 1 month ago

Hi Suzanne, Thank you for your review, I'm so sorry to hear that you are not happy with our gift wrap service. We unfortunately haven't received any emails from you. Please can you email us at customerservice@outdoor365.co.uk as we'd love the opportunity to fix this for you. Kind Regards, Jamie Farrar and Tanner Customer Service

Posted 1 month ago

“backgammon set came broken. very disappointed in the quality and handling of it.”

Helpful Report

(Cheltenham) - Posted 1 month ago

Hi there, I'm so sorry to see this. I can see you emailed us only 5 minutes before you left the review. My colleague Josie replied 2 minutes after you emailed us to sort this for you straight away; I'm very sorry if you were left feeling disappointed with the handling of the issue. Best wishes, Stacey

Posted 1 month ago

“I am not happy because gift card writing hand but no print textand no wrap like gift”

Helpful Report

Posted 3 months ago

Hi Vaida, Thank you for your feedback. We're sorry to hear the presentation wasn't quite what you expected. Our gift tags are handwritten as we find this offers a more personal and thoughtful touch. At the moment, we don’t offer printed messages or gift wrapping. Kind Regards Jamie Farrar and Tanner Customer Service

Posted 3 months ago

“Very poor response to problems associated to chess set”

Helpful Report

Posted 4 months ago

Hi there, I'm sorry to see this. I can see the team were clear and helpful in their responses to the issue you had with the Knight. We explained that the chess set is hand-carved so the one piece you thought did not match the rest of the set was just due to the hand-carved nature of the product, nevertheless, they offered on a couple of occasions to send out a replacement piece which you accepted and has been done for you. Kind regards, Jamie Customer Service Manager.

Posted 4 months ago

“I recently purchased a David Nickerson Leather Dual Folding Shhoting Stick at a cost of £42.95. When the item arrived I was most disappointed with the quality & finish of the item - nothing like the description on your website. The item is now on its way back to you.”

Helpful Report

(Cheltenham) - Posted 5 months ago

Hi Peter, Thank you for your review, I'm sorry to hear that the David Nickerson Leather Dual Folding Shooting Stick did not meet your expectations. We strive to ensure that all our products match their descriptions, so I’d really appreciate it if you could email me at Jamie@outdoor365.co.uk with more details about the specific issues you encountered. This will help us investigate and take the necessary steps to prevent similar issues in the future. Kind Regards, Jamie Farrar and Tanner Customer Service

Posted 5 months ago

“This is my second time buying from Farrar & Tanner. The first item was great, hence my decision to repurchase the item as another gift. Instead, my item was returned without my permission, and now has delayed contact with the supplier. It is a gift which is now delayed, with no refund or extra value for an error I never made. I still am yet to have any idea on whether I get the item or at least the decency of a refund.”

Helpful Report

Posted 7 months ago

Good Morning, Thank you for your review, I'm sorry to hear that your recond order hasn't reached you. As per our email, we are currently awaiting for the courier to update us, as they have opened an investigation for the delayed parcel. We have chased them up again this morning. As we are currently awaiting the courier’s investigation, we are unable to offer a refund or replacement just yet, as there is still a chance your parcel may be delivered. However, if it is confirmed lost in transit, we will, of course, issue a refund or send a replacement. We appreciate your patience and will update you as soon as we have more information. Kind Regards Farrar and Tanner

Posted 7 months ago

“I ordered a pewter hip flask on 17th December 2024. It was to be engraved with a name and sent via paid carrier. The tankard arrived and was exactly as described (and lovely quality) but without the engraving, for which I had been charged. I immediately emailed Farrer & Tanner to ask what to do. No response, no acknowledgement. I sent a follow-up email the next day including their sales email in cc. No response, no acknowledgement. I sent a final desperate email the next day. No response, no acknowledgement. I gave the plain hip flask as a present anyway - much appreciated. Quality and delivery - 100% Customer care - non existent. Ian Harwood”

Helpful Report

Posted 8 months ago

Hi Ian, Thank you for sharing your feedback, and we sincerely apologise for the issues you’ve experienced with your order. We take great pride in both the quality of our products and the service we provide, and we’re disappointed to hear that we fell short in your case. Upon reviewing your correspondence, we can confirm that we have responded to each of your emails. On January 7th, we requested additional information to address the issue and received your reply the same day. Our latest email, which asks for further details to arrange a return or resolution, is awaiting your response. Please check your inbox and spam/junk folders in case our emails haven’t reached your primary inbox. We’re committed to resolving this for you as quickly as possible, and your satisfaction is our top priority. If you’d prefer, you can also contact us directly by phone to expedite the process. Once again, we apologise for the inconvenience caused and appreciate your patience. Kind Regards, Jamie Farrar and Tanner Customer Service

Posted 8 months ago

“AVOID SCAM COMPANY**"""""""Ordered a watch on a chain, chain poor quality not strong enough to hold the watch broke within days, sent the chain back for a replacement more than 2 weeks ago, I have had no replacement not contact from the company, no response to emails and the phone number does not connect. I think this company has gone Bankrupt, AVOID ****************”

Helpful Report

Posted 8 months ago

Hi Justine, Thank you for your review. I'm really sorry for the trouble you have had. Due to the Christmas period our returns are taking up to 14 working days to process. We are only a small company so with our volume of orders exceeding our expectations and staff preparations it's been all hands on deck to get orders dispatched in time for Christmas, I apologise for the time you have had to wait. Unfortunately, I cannot see any contact from you or from your email, I also cannot find an order under your email address. Please can you confirm how you got in touch and what email it was from? Our phone lines are down at the moment - it's a huge problem for us that we are looking into and trying to get fixed but it's proving a real struggle. We only have our Live Chat and Email service so I sincerely apologise for that too. Please let me know if there's anything further I can do to help. Best wishes, Stacey Customer Service Supervisor

Posted 8 months ago

“Ordered a luxury chess set on 9th December as a gift. Product arrived promptly, but wasn't the best quality. This is fine as such things happen, plus Farrar & Tanner's website state they offer refunds. I sealed the product in its original packaging, and send it via Royal Mail using the QR code provided by Farrar & Tanner. The Royal Mail tracker confirmed Farrar & Tanner received the product on 14th December. Not only have I still not received a refund, the company has not even offered the courtesy of contacting me to confirm they have received the product and are processing the refund. I have tried following up with a message using the contact form on their website, and have received no reply. I have tried contacting the company using the phone number on their website, but it does not connect. This is by far the worst customer service I have received from an online retailer. I do not mind delays, and understand that unforeseen circumstances can occur, but the fact that the company has not contacted me, and is not contactable, makes me wonder whether they are happier taking money than giving it back.”

Helpful Report

Posted 8 months ago

Hi there, I'm so sorry for the trouble. I responded to the email you sent explaining everything so hopefully you have received that. Just to confirm what I said in the email, I refunded your order in full and sincerely apologise for the delay. We're only a small company and were unfortunately really struggling to keep on top of the workload. We did not get in touch as we did not know the order was returned, so did not know to expect it. My apologies once again for the delay in your refund. Best wishes, Stacey Customer Service Supervisor

Posted 8 months ago

“My wife and I decided that this Christmas we would not buy each other lots of presents, but a really good quality backgammon board. It arrived and sat under the tree. We had one present to open and on opening the box on Christmas Day, we were gutted. The quality was appalling. The lid was out of line and looked like a plastic veneer. The hinges were cheap and stapled to the box. The catches are crooked. The 'marquetry' is printed on to a piece of board. The counters are cheap plastic as are the cups. We paid 135 euros for this and frankly I would have been as disappointed if we had paid 20 euros. As we are in France, we are expected to pay for the return. Farrar & Tanner are an on-line store, so we have to take their product description as being accurate and true. We are not happy about this and believe that all costs should be born by the seller if the description is not true. Please be warned. Thank god we didn't pay for a super expensive one, which we nearly did! We definitely would not risk another purchase from Farrar & Tanner.”

Helpful Report

Posted 8 months ago

Hi there, Thank you for your email. The set you purchased is described on the website as a "Walnut Replica" and it says "The Oak colour backgammon set features a printed (not inlaid) playing surface". I'm sorry if you missed that. All of the real wood sets are described as so and are inlaid, not printed. Th description is correct for the product you purchased, I'm sorry again for the disappointment. Best wishes, Stacey Customer Service Supervisor.

Posted 8 months ago

“I ordered an opinel knife, which had to be signed for on delivery. When I arrived home from work it was on my doorstep. I opened it ro find no knife just packets of polo's and lip gloss!!!”

Helpful Report

Posted 8 months ago

“No sign of the item ordered several weeks ago.. I'm advised it might be available for collection at a town centre location some 20 miles away. Sorry but this is one outfit I'll carefully avoid in the future.”

Helpful Report

(Cheltenham) - Posted 8 months ago

“Took my order and payment, only to cancel the next day with no explanation.”

Helpful Report

(Cheltenham) - Posted 8 months ago

Hi Susan, Thank you for your email, Unfortunately the item that you ordered was out of stock, so we cancelled and refunded your order in full. We emailed you on the 10th of December at 18:41. Kind Regards Jamie Farrar and Tanner Customer Service

Posted 8 months ago

“Got sent the wrong item and returned it.”

Helpful Report

Posted 8 months ago

“Pieces roughly made”

Helpful Report

Posted 9 months ago

“I placed an order, but after a week, it still hadn’t been delivered. I had to follow up and resolve the issue myself. Farrar & Tanner may claim it wasn’t their fault, blaming shipping delays and stating they resent the item. However, who’s at fault doesn’t matter to me—despite resending it, the order ultimately missed the intended date. Unfortunately, the recipient left the UK for Christmas holidays before receiving it.”

Helpful Report

Posted 9 months ago

Hi Reza, Thank you for your review, I'm sorry to see the issues with the courier, our team dispatched a replacement on next day delivery to arrive with you the following day, and refunded your postage fee. I'm glad to see that the parcel has now been delivered. Kind Regards Farrar and Tanner

Posted 9 months ago

“I ordered and paid for two pairs of Darlington Celebrate Ruby Copa Gin & Tonic 2x455 DKK. Now the parcel arrived but only contains one pair - for … sake, it is a Christmas present 😱”

Helpful Report

Posted 9 months ago

“Not the best experience.... ordered an item online, and to be engraved. Arrived the next day, not engraved and the item was not the same as the picture online. Ordered another item as a replacement, as I needed quickly, without waiting for a return and refund etc. New item arrived next day, and was correct. So, I started the return process for the wrong item, have sent the item back using their tracked Royal Mail service a week ago, and heard nothing. Chased for an update on my refund and I keep being told to provide the RM tracking number, which I don't have. Clearly they have the tracking number as they generated the returns label from their system and emailed me the dynamic link to generate the label to print (hence I can't now re-generate the label to get the tracking number). Basically, they can't confirm if they have my return, and won't refund without me proving they have it. Needless to say I won't be ordering from them again.”

Helpful Report

Posted 9 months ago

Dear Kristian, We’re very sorry that your initial item arrived without engraving. Regarding your return, while we provide return labels via Royal Mail, they are generated through their platform, which means we don’t have access to the tracking details. This is why we kindly ask for proof of postage. Providing this helps us issue your refund much faster—typically within a few days—rather than waiting the standard two weeks due to the Christmas backlog in returns. We can only process refunds once we confirm that the item is on its way back to us. Without proof of postage, there’s a risk the item may not be returned, which could delay or prevent your refund, as explained on the email from our customer service team. If you have posted the item back to us, then you will of course receive a full refund. We have only asked for you to provide the proof of postage so that we can process the refund faster for you, without it, it can take up to 2 weeks to be processed due to the high volume of returns. Kind Regards Farrar and Tanner

Posted 9 months ago

“I had 5 items delivered to my address totalling nearly £500 this was not my order so got in touch with customer services, who then got a company to collect items, so as a good will gesture for my honesty I got a gift voucher totalling £25 with a code attached... as I use this company a lot I tried the voucher against my next purchase... which was not recognised, I have tried it on several other occasions which was declined, so is there an answer or dose it pay to be honest?”

Helpful Report

Posted 9 months ago

Dear Shirley, Thank you for sharing your feedback, and I sincerely apologise for the inconvenience caused by the issues with the voucher code. We are currently experiencing some technical difficulties with our system, but please rest assured that we are working hard to resolve this matter as quickly as possible. Once the issue is fixed, I will reach out to you directly. As a gesture of goodwill, I will be adding an additional amount to your voucher to make up for the inconvenience. Kind Regards, Jamie Farrar and Tanner Customer Service

Posted 9 months ago

Farrar & Tanner is rated 4.8 based on 6,900 reviews