Fenwick Avis 1 384

Appalling Delivery Service with DX

Ordered some Bramblecrest garden furniture from Fenwick as they had a free cover offer on.

Waited 6 days for a delivery update which to my horror was with DX.

Delivery was scheduled for Wednesday, so arranged to work from home, then the night before said it was not going to arrive.

Went on livechat with DX who said they would reschedule for Friday (today).

Arranged to work from home.

Got a text last night saying it was now coming Saturday (am away as have plans)

Spent 45 minutes on livechat only to be cut off, so got back in touch with Fenwick who really didn't understand the inconvenience this was causing.

Sadly, I should have ordered from the supplier direct - who don't use DX.

Shame when you spend hard earned money on beautiful items with Fenwick that you spend half your days chasing where they are. Fenwick are relying on such a rubbish delivery service. I have no idea when I will receive my items, and dread to thing what condition they will be in.

Sort it our Fenwick.

I bought perfume for my daughter and a set of metal mixing bowls (the quality of yhese is fantastic)
I didn't opt for next day delivery but my parcel arrived within 48 hours. Solid Fenwick branded box with the items wrapped in green striped tissue paper - this made the whole experience feel very luxe.
My only quibble and the reason for 4 stars not 5, is that the website lacks useful detail in its item descriptions.
Other than this, fantastic.

Very disappointed with my experience at Fenwick Kingston.
I received a bottle of À la Rose by Maison Francis Kurkdjian as a gift. After opening it, I noticed a strange smell. I assumed it might need time to settle, but after a few weeks the unpleasant, almost chemical scent remained.
I am familiar with this fragrance and compared it with an original sample, which confirmed that the scent is not correct.
The store was able to locate the receipt, but refused any resolution purely because more than 30 days had passed.
This is not a matter of preference but a potential product fault. Under the Consumer Rights Act 2015, products should be of satisfactory quality.
Very disappointing service from a retailer that positions itself as luxury.
*update
After some initial difficulties, the team took the time to investigate my concerns regarding a fragrance purchase. They were able to trace both the original transaction and the exchange, and then arranged for the product to be assessed in store.
Following the assessment, the fragrance was kindly replaced. I really appreciate the efforts made by Ashley, Nabila, and the Kingston team to help resolve the matter professionally.
Thank you for taking my concerns seriously and for providing a positive final outcome.

I purchased a dining table from Fenwick (Brent Cross), and this has been one of the worst purchasing experiences I’ve had.

Within 2 days of delivery, it was clear the table was not of satisfactory quality. The 180cm version looks completely disproportionate compared to the showroom model(240cm), with oversized legs and a cheap overall feel. The “solid oak” surface is extremely thin (no thicker than an index finger), and the table produces a loud, hollow noise during normal use—completely unacceptable for a premium product.

However, the biggest issue has been Fenwick itself. Despite reporting the problem almost immediately, they have provided no real support, taken no ownership, and failed to offer any resolution. I have spent hours on calls and emails, repeatedly explaining the same issues, only to be passed around or ignored.

As the retailer, Fenwick should stand behind the products they sell, but in this case they have completely failed to do so.

I have now escalated this formally and am pursuing further action.

Avoid.

I had been searing for the jelly bashful blue bunny for months. When I saw it drop on the fenwicks website I ordered immediately. My jellycat arrived in less than 24 hours. Packaged well and exactly as described. I am very happy. Thanks Fenwicks

I ordered 3 Jellycats and they arrived far quicker than my I would have expected,and they were beautifully wrapped in tissue paper.
Will definitely buy from Fenwick again.

Speedy delivery and quality goods as expected

I was purchasing a Jellycat Zodihop Luxe Bunny on line as a special gift. I contacted customer services to see if they could help by selecting one with a pretty blue face. The response was quick and really helpful, the most lovely bunny was delivered beautifully packed the next day. A great service from a great team. Thank you so much.

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.

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!

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.

Lovely packaging (lots of tissue paper and wrapped!), delivered quickly. Would throughly recommend.

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. *****

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)

Excellent service , wrapped beautifully , many thanks iam very happy with Fenwick many thanks 🙏 🙏 🙏 ⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐⭐💐💐💐💐💐💐💐💐💐💐💐💐🫶

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

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.

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 😊

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!

Beautiful gift, beautifully wrapped. Excellent!
Long may places like Fenwicks reign!