Visited Fenwicks to do lots of shopping on a brief visit. Loved the store but we had a small dog with us & none of the cafes allowed dogs so we had lunch elsewhere. So many places are dog friendly... See more
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Review summary
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Reviews shaping this summary
Package arrived within timescale but considering it was a shirt costing £250 I was not happy to see it was literally packaged in a plastic bag , thrown in the back of a delivery van, luck more than ju... See more
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I wish we had a Fenwicks in Scotland! Their customer service is exemplary and my deliveries have been fast-tracked and on time each order. One purchase was too big and the customer service team sear... See more
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I was after a Damson Madder Lou jacket and there were product details and returns information on the site. Fenwicks is a well established company and, as this was my first time of ordering online from... See more
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Company details
- #19 of 21 best companies in Department store
- #506 of 591 best companies in Clothing Shop
- #125 of 133 best companies in Cosmetics shop
- #235 of 242 best companies in Homewares Shop
Information provided by various external sources
Brilliantly British in style and spirit, Fenwick is the department store of note for shoppers of exceptional taste since 1882.
Contact info
39 Northumberland St, NE1 7AS, Newcastle-upon-Tyne, United Kingdom
- 0800 783 1783
- customerservice@fenwick.co.uk
- www.fenwick.co.uk
3.7
Average
1k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 94% of negative reviews
Typically replies within 48 hours
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Very poor customer service
After receiving excellent customer service from the flooring department in Fenwicks Newcastle I joined Fenwicks Loyalty rewards scheme. I waited until the points were visible on my App. Then I visited the perfume department in store as I made my purchase I was told I had points available, but although they were valid, I couldn't use them because 'the points had not been on my card long enough & the rewards were the same as boots rewards' I did not make a purchase in store.
I checked with Fenwicks online & was able to successfully make a purchase & use my valid points.
The service I received from Graeme in the Flooring department was excellent & I am very happy with the product, but the customer service in the Perfume department was very poor.
6 April 2026
Unprompted review
Reply from Fenwick
Dear Helen ,
Thank you for taking the time to leave your review.
We would like to discuss this further with you. Please can you provide a suitable contact number or email address, and if there is a preferred time to contact you to customerservice@fenwick.co.uk. Please also quote TP Review.
Kind regards,
Fenwick Customer Service
A huge thank you to Syreeta in YSL Canterbury store
A huge thank you to the lovely sales lady Syreeta who was so helpful in the Yves Saint Laurent Makeup department in Canterbury store today. Went above and beyond to help me with my skincare products, her expertise invaluable and really appreciated. Will be back!
8 April 2026
Unprompted review
Reply from Fenwick
Dear Yvonne, ,
Thank you for taking the time to share your amazing experience your received from Syreeta in our Canterbury store.
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
A shopping trip that lost us time and money
Purchased a top from the Lululemon concession and done the 20 mile trip home to find out the security tag was still on. This was bought for holiday so had to take a day off work to return this prior to holiday and have the expense of doing a 40 mile round trip.
When we returned to the store we were offered 10% discount and were told by the sales assistant ‘I can’t be doing this every time’. This was said like she was doing us a favour. This was a massive inconvenience to us, both in time and money with the travel and lost wages to be compensated with £10.80 for all this trouble. We chose a gift card and then also later found out that this couldn’t even be used in the same concession we returned the top to.
This purchase has ended up costing so much more money and a valuable loss of time.
I won’t be using any concessions in Fenwick’s again due to the policies as Lulu lemon won’t do anything else as it was bought via a third party store. We were advised if it had of been bought in Lululemon it’s self then they would have been willing to refund the whole amount as a good will gesture.
Please keep this in mind when shopping in Fenwick’s unless you want to be at a financial loss and have plenty time to do unnecessary trips.
Security tags clearly aren’t great either as we didn’t beep leaving or re entering the store.
7 April 2026
Unprompted review
Reply from Fenwick
Dear Sarah ,
Thank you for taking the time to leave your review.
We would like to discuss this further with you. Please can you provide a suitable contact number or email address, and if there is a preferred time to contact you to customerservice@fenwick.co.uk. Please also quote TP Review.
Kind regards,
Fenwick Customer Service
Lovely packaging (lots of tissue paper…
Lovely packaging (lots of tissue paper and wrapped!), delivered quickly. Would throughly recommend.
7 April 2026
Unprompted review
Reply from Fenwick
Hello,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Excellent Service from FENWICK
I received my order of Creed Wild Vetiver this afternoon via DPD. The service that FENWICK provided was outstanding. The item was carefully and beautifully packaged. *****
7 April 2026
Unprompted review
Reply from Fenwick
Dear Tracy,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
High quality service
Prompt delivery of carefully–packed beauty products that I ordered online at a discount. It took some scrolling to select them, but the care taken with the packaging and keeping me informed about the delivery made up for this. I was sent3 emails before delivery, the last of which advised me of a two hour window for the delivery (which DPD honoured)
31 March 2026
Unprompted review
Reply from Fenwick
Dear S Mitchison
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Excellent service
Excellent service , wrapped beautifully , many thanks iam very happy with Fenwick many thanks 🙏 🙏 🙏 ⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐💐💐💐💐💐💐💐💐💐💐💐💐🫶
7 April 2026
Unprompted review
Reply from Fenwick
Dear Ashti,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
I ordered L’occitane foot and hand…
I ordered L’occitane foot and hand cream online and it was easy to navigate and the order arrived within a couple of days.
The foot and nail cream are luxurious, silky and moisture rich. I love these products, I buy them all the time, usually from L’occitane but Fenwick’s were offering 30% discount and I’m very happy and will now, always do a price comparison
2 April 2026
Unprompted review
Reply from Fenwick
Dear Debbie ,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Excellent choice and price
Ordered a polo shirt, excellent price for brand and quick delivery, still a high street department store so good to support an employer in city.
31 March 2026
Unprompted review
Reply from Fenwick
Dear Neil ,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Fantastic Service
I ordered a bottle of Molton Brown Re-Charge Black Pepper Eau De Parfum on 25/3 and it arrived on 26/3! Fantastic Service and I was kept informed throughout by emails.
Big thank you 😊
26 March 2026
Unprompted review
Reply from Fenwick
Dear Louise ,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Great service, great experience
Ordered a bracelet as a replacement for one bought in store which was faulted. Arrived within 48 hours, beautifully wrapped and nicely presented. DPD courier service was great with tracking and a txt with a delivery window. Delivery lady was very
friendly and polite too. All round 100% satisfaction!
25 March 2026
Unprompted review
Reply from Fenwick
Dear Gill
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Beautiful gift
Beautiful gift, beautifully wrapped. Excellent!
Long may places like Fenwicks reign!
20 March 2026
Unprompted review
Reply from Fenwick
Dear Isabel,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Just super service! 🌟 🌟 🌟 🌟 🌟
Just super service! Fenwick’s supplier used an awful courier (DPD) who were simply diabolical, delivering our furniture order in a smashed and broken state. They also failed to pick the item up as promised the next day. They should be ashamed of themselves!
However, Tanvi in Fenwick’s customer service department was just excellent. Professional, caring and working right through the problem from start to finish. Their supplier Barker & Stonehouse were also great too and went the extra mile to resolve the problem. A first rate supplier!!
Tanvi gets 5 stars from me and their supplier should also be proud of the way they dealt with the matter.
We all know problems happen in life but how they are resolved is the key.
First class service from start to finish so a simple rating from me is……………
🌟 🌟 🌟 🌟 🌟
24 March 2026
Unprompted review
Reply from Fenwick
Dear Peter
Thank you for taking the time to share your amazing experience your received from Tanvi in our Customer Service team.
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Quicker than Amazon
Quicker than Amazon - I ordered an item of makeup on Monday evening, and it was with me, beautifully packaged, by 4pm
On Tuesday. Postage a little steep at £5.00, but the make up was a bargain, so fully happy here!
24 March 2026
Unprompted review
Reply from Fenwick
Dear Fran
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Dreadful company if your trying to get…
Dreadful company if your trying to get a refund on damaged goods fake tan leaked over my other products would not refund saying because the leak was not in the box ??.. IT WAS photo evidence sent still refused to refund had to claim a section 75 on my credit card . AVOID THIS SCAMMING COMPANY ! AND NO TO THE REPLY YOU HAVE LEFT YOU STILL REFUSE TO REFUND 😡😡😡😡😡😡😡
17 March 2026
Unprompted review
Reply from Fenwick
Dear Michelle
Thank you for your recent review.
I can see a member of the team has dealt with your case.
Kind regards, Fenwick Customer Service
Ordered a present (Diptyque Room Spray)…
Ordered a present (Diptyque Room Spray) and a mini perfume for myself
Arrived in a few days nicely wrapped in tissue in a strong box
Everything in perfect condition
Was kept up to date on stays of order
Only tiny minus is they didn’t have a sample I’d picked, must have run out
18 March 2026
Unprompted review
Reply from Fenwick
Dear Jacqueline
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Really fast postage, great service
Really fast postage, concierge at Newcastle brilliant when I was looking for a item. Excellent service!
20 March 2026
Unprompted review
Reply from Fenwick
Dear Laura
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
Visitor to the area
Visitor to the area. Had a coffee at Cafe Nero. No nearby loo nor indeed any be the large foodhall. In fact no mens loos and no signs until I was pointed to the top floor and loos signed 'Customer toilets'. I was confronted by irate ladies and a cleaner who said nothing about mens toilets other than we (I was joined by other seeking men) could use the disabled toilet. Appalling service. A place to avoid if you are a man.
12 March 2026
Unprompted review
Reply from Fenwick
Dear Glynis
Thank you for taking the time to leave your review.
We would like to discuss this further with you. Please can you provide a suitable contact number or email address, and if there is a preferred time to contact you to customerservice@fenwick.co.uk. Please also quote TP Review.
Kind regards,
Fenwick Customer Service
Could be better.
Wanted to purchase a few gifts (chocolate, biscuits, gin) to take home from the food hall but after picking up 3 or 4 without prices, I left emptied handed.
9 March 2026
Unprompted review
Reply from Fenwick
Dear Dandy
Thank you for taking the time to leave your review .
We will pass your feedback on.
Kind regards,
Fenwick Customer Service
Ordered jellycat for niece
Ordered jellycat for niece. Good online service. Quick delivery. Good communication on delivery. Product loved by niece
13 March 2026
Unprompted review
Reply from Fenwick
Dear Jo,
Thank you for taking the time to share your positive experience and your recent order and delivery with us .
We will be sure to pass on your feedback with the management team instore.
If you need further assistance, please do not hesitate to let us contact us.
Thank you again for shopping with us and we hope we can welcome you back soon.
Fenwick Customer Service
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