fenwicks.co.uk Reviews 38

I thought it can’t be that bad. It is! Bought a lamp in the sale which was half price. There was a reason it was half price, they only sent half a lamp. Customer service advised we will raise it with the warehouse??? Advised to order another and return the one supplied. Refund I think….

Coffee shop staff change, they have very young (good for young people to be working) but either the training is Inadequate or they really just don't want to be there. Firstly the cakes have gone slightly downhill than when first opened, prices are ridiculously expensive and the kids working there don't know how to make good coffee.
The last couple of times I've been there they've messed up my order, or have been petty about something. I don't feel comfortable going there anymore 😕. After 2 years of visiting the little coffee shop it's time to move on, sorry.

I thought I would go to my local Bracknell Fenwicks in person rather than buy some Chanel No 5 on line, even though its more expensive than online ,as I wanted to spend money locally. As I walked up to the Chanel counter/display I could see the assistant was facing away from me and using a hand held device. I stood to the side of her and oblivious to my presence or me needing help she continued as described. A member of staff from a nearby area called out to the assistant that a customer needed serving. At this point she hurriedly put the device away and offered help. Maybe I am expecting too much but surely if High St retail stores ( Fenwicks in Bracknell ) want our business, the least the staff can do is be aware of customers in their section rather than use hand held devices and they should pretend to be interested even if they are not. Shoddy customer services here duly noted by the shop assistant in the adjacent display who also noted I decided not to spend over £ 120 in store as I was deemed not important enough to do so.

Fenwick on line for a special birthday gift not a good experience, Apparently they have failed as a company to collect the funds and now say that although the funds are showing pending the order is now void and I would need to place the order again. I would have not had an inkling that I would not be receiving the order if I had not asked why their promised 10% discount to join their newsletter was not forthcoming! I only placed the order this weekend! Reordered the same item from John Lewis yesterday (a Sunday) and they are delivering today even though I have not paid for next delivery - now that's what I call service! Trust Pilot shows numerous recent dissatisfied Fenwick customers, not a good idea in the current financial climate with Christmas looming. Fenwick management take note.

Shocking customer services re an online delivery that was delivered to wrong address. Had to chase at least 4 times to get any response and they wanted me to wait 6 days to conduct an enquiry with DPD even though I had ordered the item well over a week before and missed someone's birthday. Do not order from this company!

First time ordering online from fenwicks
Well you were awesome
I recieved the product the next day
Only paid standard delivery
I am impressed
Price and product are fab
I will be ordering from you again
Plus you do free returns if goods are unsuitable
Well done FENWICKS
From a very happy customer

Fenwick Brent Cross, you had better up your game. Bond Street are closing in February 2024 and their store knows about customer service and their buyers stock the fashion floor with quality clothing with plenty of choice.

Brent Cross? What a dump. No staff training. Please smile and greet me. A few nice piece but otherwise, it’s really it’s nothing more than a charity shop with cheap made in China dresses.

The staff ignore you, I felt invisible yesterday. So rude, and upstairs in the bedding department, a grossly rude assistant did me a favour to shuffle over and ask what I want once I asked if she was serving. What a miserable woman. I mean REALLY MISERABLE. To think that the staff all get paid to ignore the customers who pay their wages. TERRIBLE

After a distressing experience with Fenwicks customer care I visited my local Fenwicks store,lovely staff couldnt be more helpful. Young assistant and manageress sorted my problem very quickly and professional and have sorted my refund. This really isnt a job the store should be sorting,customer service needs reviewing.Thank you Colchester.

i ordered Alien Mugler Goddess giftset on the 271/11/22 for and Xmas present. They sent me the standard Alien gift set. It took ages for them to get back to me and then ask for me to return. I have returned and they have received but they still have not issued the refund. its over two months now 31/01/22
GO INTO THE SHOP DO NOT BUY ONLINE

Fenwick are getting increasingly hard to support. Their online service is chaotic to say the least. Half my orders are cancelled before they leave the warehouse, orders are charged for and then not delivered by one of the worst courier services they could choose to use - DPD. I ALWAYS have to chase refunds and supply all the supporting tracking information. I have been a Fenwicks customer for over 40 years. They would not know this as they have no loyalty programme whatsoever. Get your act together Fenwicks, I no longer want to work so hard to be a customer, and whilst you’re at it switch to Royal Mail for your deliveries. 🙁

Staff went beyond the call of duty to help a vulnerable person who was just passing past the building. Not a customer or even on their premises.

I went to help him, but the staff took over and made sure he was fine.

Just good people.

Shockingly poor service from Fenwicks online services. It's the 15th December and I have still heard nothing despite ordering on 25th November for a store pick up in Tunbridge Wells. They don't answer the phone, they don't reply when you complete the online help form. So disappointing. Avoid at all costs.

Sorry Fenwicks but unfortunately I still haven’t received my coffeemaker which you sent by DPD. It’s still not received and I can’t cancel my order as it’s at the DPD depot and your customer service say you have to receive it back in order to give me a refund. You emailed me a guarantee for the product but what good is that if I still haven’t received the coffeemaker. Your reputation is being tarnished by you using this courier. You should at least be chasing them up to get their delivery problems resolved. Looking at reviews it seems many people are being affected by their unexpected delays which are happening every day!

I placed two orders 10 days ago and decided to send them an email asking where my orders were as the items were in stock. It took 2 days to respond and I got this message by email below. Even though other people bought this online and collected in store a week after I ordered. So Fenwick seem to wait for you to complain and say it was a mistake. I thought Fenwick was a professional outfit but my first and only experience has been appalling and now I simply do not trust they will send out online orders or communicate based on my experience.

RESPONSE AFTER NO CONTACT FOR ALMOST 2 WEEKS:
Thank you for contacting Fenwick.

After looking into your order we can confirm that due to a stock discrepancy, we were unfortunately unable to locate your outstanding item(s) and have had to cancel your order.

We can confirm that when an order is placed, the card provider reserves the authorised funds for up to 5 working days or until captured by the retailer. As we were unable to fulfil the order, no funds have been taken for any cancelled items and will be released back into your account by your card issuer.

Please accept our sincerest apologies for the lack of previous communication, and for any inconvenience this may have caused.

I ordered some garden Kettler Cora Rope furniture. There was a problem with one of the chairs having a large splinter on one of the arms. I rang to discuss with customer services who said I should receive an email to attach photos to. I am still waiting. I have also contacted the company twice via the online form. Again I have received no response. Over the Jubilee celebrations one of my guests received a splinter in her hand from one of the other chairs. I am deeply disappointed in the product and in the level of customer service. I would expect a company such as Fenwicks to provide high quality merchandise and exceptional customer service.

awful customer service after they failed to send me the advertised Circus of Life Beauty Bag which was advertised as part of a spend over 165 pounds on beauty, which I did on Chanel. I was rudely told Chanel is not a beauty product and read the small print! they are all working from home and called me on Sunday lunchtime. i have emailed their MD John Edgar who, what a surprise, has not answered either. Fenwicks was much much better when the Fenwick family owned it.

I went to Fenwicks, Colchester this afternoon and purchased Chanel number 5 body lotion. £72.
The customer service was very poor today. I had to ask if I could have my purchase gift wrapped despite me already mentioning that it was a gift.
I was told that the lady who does the gift wrapping was on lunch. The customer assistant rolled her eyes at me & begrudgingly said she could do it for me though. She huffed and puffed while wrapping my purchase.
I was disappointed with my experience today. Such a shame as I always love shopping in Fenwicks ☹️

Excellent, personal and professional service from Earnie in the lighting department at the Brent Cross store.