Fenwick Reviews 

I ordered a Chanel Gabrielle body lotion online, chose next day delivery as needed it as a gift quickly - arrived beautifully packaged the next day and the recipient was thrilled. Very good experience.

I realised I was sent a 30ml bottle of perfume when I ordered a 50ml bottle of perfume. I only just realised this because I ordered and received a 50ml bottle of another perfume by the same brand so I realised what the bottle should look like. Because it's outside of the returns window there's nothing that can be done. I find this quite unfair as I spent a lot of money on these perfumes.

Visited the Jo Malone department in Fenwick in Bracknell and was thrilled with the service I received from Alison and her team. They are always so helpful when I visit and would highly recommend them.

Spend £263.50 on perfume and don't even get any free samples or testers to go with it. Unbelievable.

Perfume box also seems like it's been opened or it's been damaged...

I ordered a bottle of Chanel perfume for a mothers day gift for my mum via the Fenwick website. On receipt of the package, i found the cardboard outer packaging was crushed and the perfume box to be damaged as it was only wrapped in a sheet of tissue. As a gift, it looked pretty shabby.
I contacted Fenwicks customer service and was offerred £10 refund for the inconvenience. As it is a gift I said I did not find this acceptable and was told Fenwicks does not supply replacements or exchange orders.
I am very unimpressed with Fenwicks service in this instance, I am now out of pocket for the item until they receive the item back in the warehouse, I need to go and spend the same money elsewhere, I don't have the gift I wanted to give my mum and I am inconvenienced by having to spend a day sitting around at home waiting for the courier to collect the damaged item.
I've used the store and restaurants in Newcastle all my adult life and always thought Fenwick was a quality store that gave good customer service so, I'm incredibly disappointed to find they're unwilling to arrange to replace the damaged item in this instance.
Later addition: although Fenwicks response says a member of the team is dealing with my concern, all they are doing is arranging the return of the item via courier as previously stated in my review.

Brilliant customer service. Ordered on line and received my order within 3 days. Am in my eighties now and remember when I was growing up my mother would always take me to Fenwick Christmas window display every year. I live near Stonehenge now, and the closest I can get to Fenwick Newcastle,, is on-line. Keep up your brilliant work.

I had a make up review today (finding out which foundation and skin products work with my ‘mature’ skin!) and received great personal and individual advice from a very professional and knowledgeable member of staff at the Charlotte Tilbury counter ( Holly). She listened extremely well to my questions and concerns about using foundation and make up for my daughter’s wedding day ( I am 64 and seldom wear much makeup).
Holly completely explained what she thought would work well and what would suit my (mature) skin the best.
I left feeling so much more confident by my new ‘wedding look’ and was able to purchase the right makeup products following Holly’s fabulous advice. Such wonderful and professional service. Thankyou Holly!

I continue to be appalled that you do not have a proper training programme in place to teach your staff basic customer service. Greeting customers with a smile or even a simple acknowledgment is important.

I visited your towels and linens department intending to purchase an expensive item. The only member of staff present was leaning on the counter doing nothing. When I approached, she looked at me and then simply ignored me.

I eventually took it upon myself to say hello and asked whether the item was in stock. Her only response was “No”, delivered with a thoroughly miserable expression. This is not the first time I have experienced her poor and discourteous attitude. She is downright RUDE

On the rare occasions I am greeted by staff , it is usually with “You OK?” or “Are you alright?”, which oddly suggests that I might look unwell or that something is wrong. Whatever happened to a simple, professional greeting such as, “Good morning, may I help you?”

I do miss the quality of customer service from the Bond Street branch. Shame the Brent Cross store has gone downhill even further.

Mark & Nate were excellent! Tricky delivery with oversized furniture getting into a very tricky & challenging space, but they did it with great humour & professionalism

Damaged TV delivered by DX ( not their fault )
Customer service contacted
Unable to supply damaged part replacement
Collection arranged….no replacement offered
On pre arranged collection day no communication from DPD or DX
Fenwick customer service contacted twice to no avail
A totally wasted day

I ordered a gift which was wonderfully wrapped in Fenwick wrapping paper which I thought what a lovely extra touch👍Also continuous updates on packages, arrived quickly and with care.

Please do not pay for next day delivery and then expect them to honour it. I ordered a birthday gift that was not delivered on time. The recipient was not at home over the weekend, resulting in them receiving the gift 4 days after their birthday. I raised a request for the refund of the next day delivery cost, and they gave me the difference between next day delivery and regular delivery - £3. The point is I would not have ordered the item from them had the next day delivery not been an option. They didn’t even have the decency to refund the full amount as an apology. Meanwhile, I had to let the recipient know the gift was coming late, and that made it look like I didn’t care. All in all a really poor effort from Fenwick, and I would not use them again. They are unreliable and lacking in empathy.

UPDATE: The person ‘dealing’ with my case is the person who refunded the £3. So it is the ‘dealing’ that I am giving the 1 star review.

Today I visited the Armani counter, a few minutes later a lady called Claudia she ask me if I want help. I ask her for a new foundation, while she's applied some on my face she's ask her colleague when she having lunch...I don't mind it.. but I pay £49.00..she never offered me to wrap it or a little bag.. she passed it the receipt and there I go...I left, wondering if maybe is my sport clothes, my simple appearance or my accent or she was to rush or I didn't spend more money to give me a 🛍️?? .. I am mentioning that is my first Armani foundation as I normally buy Lancome and Dior . Sorry but I will not rush back to the Armani counter..

People say “excessive” packing but I would rather that than a damaged product. Very quick delivery and all in perfect condition - couldn’t ask for anything more

I ordered a small jar of Nkuku mini baubles which are lovely and were on sale. Arrived very quickly and good communications from Fenwick.
So far, so good. However can't give 5 stars due to the ridiculous amount of excess packaging!!!! This was the worse example I have ever experienced. I have photos but can't upload them on Trust Pilot. I have a large recycling bag supplied by my council which is collected fortnightly. It is the size of a bin bag. The packaging, even broken down, completely fills this bag.

I called the Canterbury store concierge about a Jellycat as I don’t have a local Fenwick and saw that the stores had this particular one in on social media. The item was posted to me and I received it the next day. I think her name may have been Ann, she was so friendly and helpful. Great service!

Patiently waited at the tills to purchase some slippers for Christmas gift. The person in front had bought the same gift as mine and the staff member asked whether it was a gift and proceeded to gift wrap for the customer.

When I finally got to be serviced by the same member of staff ‘ Sabiha’. She asked whether it was gift and although I confirmed it was, failed to gift wrap and also refused to supply a festive carry bag. I didn’t make an issue but the lady needs training in customer service.

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 now so it was disappointing especially as we had spent money inthe store.
We won’t be returning.

I’m sorry to leave a 1-star review, but I’m honestly speechless about what has happened and I’ve been unable to get any help.

I placed a large furniture order just after Christmas, and almost eight weeks later I am still waiting for someone to contact me to arrange delivery of the sofa and three coffee tables. Each time I email customer services, I receive a brief apology and a promise that someone will call me back, but no one ever does.

I also purchased a table from Libra, and the packaging was extremely poor. The corners were not protected at all, and the table arrived with a large chip. They are now saying the damage was not their responsibility. Simply wrapping a table in plastic without any foam or corner protection is very unprofessional, especially from retailers like Fenwick or Libra.

Bought furniture in the Black Friday Sale, service was slow but adequate. We paid the deposit and were told we could pay remainder once delivery confirmed. I subsequently had a phone call saying the item was ready for delivery and asking for final payment, which was quoted over the phone. I was very busy at the time and did not have paperwork to check final price but assumed it was correct. Once I did review the invoice I saw we had been greatly overcharged. Eventually got back through for a refund. Still waiting for a formal explanation of why this happened and that it has been investigated thoroughly - so far I have only had a cheery 'I don't know how this happened' from the staff involved - this doesn't inspire confidence about ordering again. UPDATE; I was told by customer service that they would pass my complaint to senior management at Canterbury, so far I have only had the one phone call (above) and a message left which sounded as if it was from the same person who made the error