“Ordered a green tunic as per Fenwick’s website - received a BLUE tunic. It was packed without any care, looked as if at been on the floor, gathered up and shoved in some tissue paper - NO DELIVERY NOTE EITHER. sent email to customer service, received reply to return for refund. Package collected by courier, delivered following day, proof of delivery photo showed a stack of wooden pallets, OUTSIDE! I guess my return must be on here somewhere. I thought there must be some mistake so emailed customer service, apparently not. Informed will take up to 14 days for a refund. I hope the refund process is more efficient than the picking and packing!
But, silly me, ordered the garment again.... in GREEN, ahhh guess what colour arrived... BLUE, no care taken with presentation /packaging of the garment (retail vale £200).
What a shambles. Lesson learned!! Review before buying.
Will not be buying from FENWICK EVER AGAIN.”
“Just over two weeks ago I ordered two t-shirts from Fenwick's website, receiving an order confirmation immediately.
Fast forward 10 days and still no order - I emailed Fenwicks and got a generic 'we have your email and will reply' type response. No reply. I emailed again. Same thing again.
Today I received another generic email but this time saying my order has been cancelled due to insufficient stock, which is weird because there was certainly stock when I placed the order over two weeks ago, and I had checked the website periodically in between then and now and the items were still for sale.
So basically no order, no communication, no explanation, no proper apology, no response to emails, no Fs given.
That was my first time ever ordering from these cowboys and it's 100% the last time too.”
“Ordered something 10 days ago, they haven't dispatched it. got sent an email a week ago advising there would be some delays because of a warehouse consolidation to lower their carbon footprint. That load of hot air probably offset any carbon benefits. Items still not dispatched yet. I doubt they have them. Basically, they're just a bunch of total timewasters who are selling stuff they don't actually have.”
“Horrible customer service from the Manager at Charlotte Tilbury her name is Pantea, outrageous dismissive, they will sell you wrong products then when you go after a couple of weeks to tell them you had a reaction they don't want to know about it AVOID AVOID go John Lewis customer service is sooo much better there take your money somewhere else.”
“We ordered a set of sofas which arrived missing 8 large back cushions so they arent fit for purpose. Dispite our numerous complaints and struggles to get this dealt with, we have been left constantly chasing for updates. When we are lucky enough to speak with anyone, normally after we have to leave numerous messages, the person we talk to is rude and repeatedly changes the story as to whats happening. We feel we are being lied to and led around whilst nothing actually happens. There is no care or attention given to us as customers so much so this is likely to become a legal matter. I would advise anyone looking for large goods to not shop with Fenwicks because if you have any problems with the goods delivery the customer service is appalling and you'll be left out of pocket.”
“Ordered 7 seater Bramblecrest garden furniture
£2490.00 promised delivery within 5 working days.
Fenwicks have cancelled delivery twice and 3 weeks on delivery was made today in a House Clearance van and was told by the guys that they have never made up this range before and said that the sofa frame will not lineup.
I wanted them to leave the remaining bits but was told it has to go back.
Awful Service, I would definitely recommend that you avoid this awful company!”
“Great service from the guys at Boss outlet. I needed the trousers on a suit to be altered. The guys did all they could to help us . Also got me the perfect shirt to go with my new suit. The seamstress did a wonderful job letting out thr trousers . They now fit me perfectly. Big up for the guys at Boss outlet and the seamstress.
Thank you all for your amazing help .
John Cohen .”
“Avoid Fenwick like the plague
What a disgrace. Ordered boots on 23 November next day delivery. It took over a week of me emailing them and finally a phone call to be told that the warehouse had lost them and they could not replace them due to the item now being out of stock. I was promised a full refund. Again I never heard from them for a few days so I emailed again. This time I was informed that they were dealing with my purchase as a return
( even though the boots were never sent out from the warehouse) therefore it will take 14 days for a refund. What makes the situation even more disgraceful is they have, for some unknown reason classed the 30th of November as the day they received the return ( you couldn't make this up ) so I will probably receive my refund nearer to 13th December. I emailed them again 3 days ago with no response back. I would avoid this company like the plague. Disgraceful so called customer care.”
“My heartfelt thanks to Ian the Door man at Fenwick Newcastle ,He went over and beyond his duty and I will never forget his kindness.
My Mother worked and loved this store 80 years ago ,She died age 103 and it would have been her birthday,we traveled from Devon and thought it fitting to have lunch in the place she loved so much .
Ian appeared from nowhere and on explaining he gave us a guided tour of the store.”
“Absolutely terrible customer service. Ordered 2 dining chairs 8/3/22 website saying in stock and immediate delivery. Since then no follow up from Fenwick customer service. Have chased on several occasions, with delivery date changing drastically. At one point I received 2 chairs only to find wrong colour! Fenwicks were quick enough to arrange collection. Then got email 3/5/22 saying they were on there way but sadly as of today still not arrived. Chased 23/5/22 and got auto reply saying 3 working days for a response. Again as of 31/5/22 nothing. Will never ever use this company again.”
“Spent £340 on their website and receive a pair of jogger set. Tried calling them from 1-5pm and after 3:39mins straight to answering machine.
They asked me to send photo of item received and I did as requested ( all tags attached and etc.) STILL NOTHING, no refund,no replacement! I managed to speak to someone this morning but seems like there's only one person in their customer service as its always the same person answering the phone.”
“would highly recommend not to buy anything online from Fenwick's especially Newcastle store. I ordered in December a £170.00 dress online money taken quite right straight away . Received dress on the 9th returned on the 10 th December.They had received by the 14th December.I am still waiting for my refund .Have tried to get through by phone ..you can't you end up leaving a message and no one contacts you.I have emailed several times .Again no one contacts you. Eventually I got an email.on the 22nd to say they were processing refund absolutely still nothing. Again tried to get through .NOTHING. Terrible terrible service I had also ordered at the same time from another retailer and returned at the same time and received a refund within a couple of days .So no excuses with regard to Christmas.”
“I just made an order and needed to add next day delivery.
I was paying by PayPal. When I confirmed my details it said I would be returned to the merchant, where I thought I could add this option. No. It didn’t return back to the order, it just confirmed it.
Called customer services within 2 mins of it happening. Completely useless. They couldn’t add next day delivery onto my order and couldn’t cancel it either. They say I have to refuse delivery. What a joke and a complete waste of time. We’re in 2021”
“Great service from Tania in the bra fitting dept at Bentalls today. Thanks to her expertise I now have a comfortable and well fitting bra. I will certainly come back whenever I need a fitting in future.”
“During a very frustrating conveyancing process, Pamela at Fenwicks has been the only professional that we have been able to rely on 100%. She has not only been supportive, efficient and friendly but has continually gone above and beyond to assist us. We can’t thank you and all the team enough and wouldn’t hesitate to recommend your services.”
“Visited Fenwick Colchester mens department was served by Joe on diesel section on ground floor. Received extremely courteous service and enjoyed our shopping experience. Thank you.”
“Personal shopper Jacqueline, was given the task of helping me to find an outfit for my investiture. Greeting me with champagne, she was endlessly helpful, perfectly professional and she listened carefully to my attempts to describe what I liked and needed. With great good humour she helped me to trawl the department and helped me to choose my garment. Thank you Jacqueline.”
