Fenwick Reviews

Ordered an expensive Garden item online. No comms to say when it would be delivered until we contacted them. There were many promises of delivery which did not happen and when it arrived it was broken. This all went on for about 3 weeks. The customer service were not helpful until we escalated. Seems to me they have an issue with the company they have outsourced there delivery to and are not tackling the situation. I will never order any furniture from this Fenwicks again.

Appalling service. Paid for a Fenwick double garden egg chair. Recieved a message from delivery company that they would deliver on a certain date. Took the day off work no delivery arrived. Then delivered a few days later item had burn marks all over it. Contacted Fenwicks to inform them of damaged item. Then recieved another message from delivery company to advise they would deliver a new item on a set date. Took another day off work again delivery company was a no show. I am now stuck with a damaged item that cost 450.00 not impressed at all. Complete waste of time and money.

Paid for next day deliver on Sunday, still isn’t coming on Tuesday! I called Monday and they assured me it will be delivered Tuesday, it hasn’t been dispatched!

Received only part of the original order, but that was damaged so I asked for my postage to be refunded to no avail
Disappointed with the lack of help I received from customer service when I contacted them on several occasions, asking for my order to be fulfilled
Finally I returned the damaged items and never got a refund in ages until I had to contact the customer service again
Honestly £12 what a fuss

Unfortunately their delivery times as listed on their website are not reliable. I requested and paid for guaranteed next day delivery (before the cut off time which I checked in advance), and received several confirmations that my order was "on its way" and I would receive it tomorrow. When I followed up at 4pm the next day to confirm it would arrive in time, I was informed that they hadn't even dispatched it yet. Customer service was helpful but it's very annoying that they haven't even attempted to meet their stated delivery times when I could have ordered from John Lewis, who have always met theirs in my experience.

just wanted to say how very dissapointed I am with the goods that were delivered. I ordered a Joseph Joseph 60L recycling bin. It arrived this morning however when I opened the box it was clear that it was a second had product. The button which opened the bin was scratched in a number of places and the lid did not open when you pressed the button. There were marks and scratches all around the bin and you can tell by the packaging that this product has been opened and used before. This has required me to box it all up and then take it to the post office to return. I am very dissatisfied with how I have been treated as I expected much more from such a reputable company. I am currently doing an extension and want to purchase a number of items however I will no longer ever purchase from this company if this is the standard products that are delivered.

If only I could give negative or zero stars! Appalling fulfilment of order. Despite ordering the oak R7 radiogram, I was sent the grey device and I find it very interesting that they then sought a review on the actual design I ordered. I called the non existent customer service and was shocked at the appalling response. No apologies made and the advisor asked for the device back. This device is heavy as was a gift too. Given this was on sale when it was purchased and I know that I purchased the last oak design, I am very much and deeply unsatisfied by the service and would never purchase from Fenwick again. There’s just no point - you do not get what you order!
I provided my review to them and they refused to publish it so beware prospective customers. As it was my experience, they are not interested in honouring your purchases.

Ordered via the Website for my son's birthday, Items came but unfortunately were far too small. I returned using the label provided in the parcel it self and 27 Days later no refund, no communication? What is happening Fenwick!?

Terrible service from Fenwick, which disappoints me, as I’ve always loved the stores.
I bought a Lauren necklace online which didn’t work with my outfit, and returned it 2 days later, on 30th May. They received it 2 days later, but did not acknowledge this or refund me. I had to chase them, and I received an email on 15th May saying I would be refunded. I wasn’t. I chased again and again and was ignored, and eventually pursued this via Instagram, and threatened to sue them through the small claims court. Today (27th June) I received an email saying I would be refunded. We’ll see! Just terrible, and I will never buy from Fenwick on line again.

In-store purchase - a set of six chairs and a table paid for in full 23rd April with an unconfirmed delivery date in May, on the understanding that the items were in stock and would be delivered by 13th May. Fenwick delivery agent DX would ring us to confirm delivery. Didn't hear, so contacted Fenwick who confirmed the delivery would be before 13th May, It didn't come. Fenwick staff were unable to provide any further details or re-arrange delivery when we returned from holiday. Spoke to Sales Manager who initially offered a partial refund but our order still didn't come. Eventually he told us that DX delivery firm had broken the table and lost the chairs and he offered us a full refund and a gift voucher for the hassle. The refund didn't come in the promised time scale so had to chase him again. The refund then came but not the gift voucher. Update: I copied this review to the Sales manager and the gift voucher arrived next day by first class post.

I recommend readers to AVOID buying from Fenwick unless the item is in stock to take home the same day.

Fenwick did not like my poor review of their poor customer service so I'm writing another. I purchased an Iron and the day it arrived it was returned as I changed my mind.I tracked the item and a week of them receiving the iron back I was still waiting for a refund.I did call them but that was a waste of time. So I told them I was going to PayPal to raise a dispute ..no surprise 2 hours after my email I was refunded....hmm funny that ....I DO like Fenwick but customer service and returns let's just say there is room for improvement....hence a 1 star as I can't give a zero.

Booked a hand and arm massage at Jo Malone in Fenwicks 22/06/22
It was my sisters birthday,
Catherine was just brilliant, she has extensive knowledge of the Jo Malone products. Throughly enjoyed the experience. We were even given a glass of Prosecco.
Thank you Catherine
Kind Regards
Alison

Fenwick rods feel amazing in my opinion, I use nothing but st croix otherwise, but fenwick’s customer service has locked me in as a lifelong customer, I broke a rod with absolutely almost no reason for them to send me anything to replace it, no reciept, had a brand new rod on my step within a week no questions asked, I don’t know how other brands operate with warranties and stuff, but theirs really impressed me, thank you so much Fenwick

Small cosmetics parcel that was needed quickly so paid £6 for next day delivery but it came a day late.

E mailed customer service and it was dealt with and postage refunded in 90 minutes, exceeded my expectations, things go wrong for everyone but it’s how you deal with it that counts snd Fenwicks did very well

Huge thankyou to the girls in Chanel Fenwick Newcastle Denise ,Marie,and Ashton who went above and beyond to help me they know their products so well would highly recommend them