fenwicks.co.uk Avaliações 37

Purchased through Libra within Fenwicks and the whole process has been a disaster.

Dinning room table turned up warped and musty, by their own admittance it had been left outside and gotten wet, it isn't recoverable and they said they would replace it, brought the wrong table to the property and do not have any of the correct products to replace it with.

The customer service team at newcastle at thelibracompany have been awful! Original issued raised 09 Jan, it took them 4 weeks to get the wrong product out.

Whilst they have stated a refund and collection, it has seen us outlay significant funds to replace.

Do not use Libra for furniture.

Ordered a bag on Wednesday morning and it arrived on Friday morning. Slightly cheaper than on other sites and very quick delivery. Extremely happy with my purchase and the service.

Patience was the sales advisor who helped us choose our sofa and she was fantastic and really helped us to choose the right sofa for us.
We had made a mistake with our last sofa in a different furniture shop so she really took her time to make sure we had all the information we needed.
She also followed up with several phone calls and updated us on delivery. Our sofa was delivered yesterday and we are really pleased with it.
Would highly recommend.

Manager Rrnie Harman and his team on Kitchen department was very rude, unhelpful and unprofessional refused to help completely, the staff as well were rude and unprofessional, I had to wait 1 hour there for them wasting my time and for not knowing what to do, 4 members of staff. I will never purchase again, very disappointed!!!

I ordered 2xMolton Brown extra-rich bai-ji (not cheap)
I received 1xExtra Rich and 1xUltra light.
Are the despatch staff so incompetant, not to read the labels, or was this deliberate. Either way too much of a hastle to return the wrong product. Will not purchase from Fenwicks again.
Lionel

Yesterday Friday we went to Brent Cross for shopping to buy the saucepans. I had a most brilliant sales person in Fenwicks, Brent Cross. A most helpful, friendly, warm and professional lady called Sital Shah. She was so helpful and telling us which one are the best for heavy cooking. Explained all different materials and also good and bad advantages. We didn't buy anything because we were in hurry but we achieved lots of ideas. Thank you so much we will definitely will come back. So nice to see there are people like her around. 25th April 2025

In October, I returned a pair of Hugo Boss trousers and opted to receive a refund in the form of a gift card, which was loaded with over £150. I kept the card safely in my drawer and didn’t attempt to use it until much later. To my shock, when I tried to use it, the balance was only 10 pence.
I visited Fenwick Brent Cross multiple times to resolve the issue. After months of chasing, a staff member named Ettiene Rautenbach finally agreed to look into the matter. He took my card and original receipt (which I found odd as he had a photo of the gift card) and promised to investigate. The following morning, he informed me that the card had not been cloned and implied that I had personally used it in a store located two hours away—something that is absolutely not true.
He has since refused to continue the investigation, refused to refund the missing balance, and is even refusing to return my gift card and original receipt. I’ve sent emails to Fenwick’s legal department, but have received no response. I can’t help but feel that I’m not the only customer this has happened to. If you’re offered a gift card refund at Fenwick, I urge you to think twice. Extremely disappointed by both the lack of accountability and the customer service.

These toilets are right next to the restaurants and coffee. Very unpleasant odour

Ordered three pairs of men’s espadrilles in three different colours, one pair was Dune brand the other two were Sole Trader, the Dune pair came first and fit okay, the other two came a few days later, one was too small and the other was a completely different shoe, it was a lace up pump type, I completed the return stating one was too small and the other one was the wrong item sent. On the 1st January I received a refund for one pair, sent an email asking for the full refund of the other pair and received an email stating they have reached out to Sole Trader and they have confirmed they do not stock that shoe and will not refund, WHAT A SCAM. I have since contacted my bank for a chargeback and have registered the complaint to Trading standards. Do not let this company fob you off with their scams

I see there are a lot of bad reviews but I had a most brilliant customer service experience today in Fenwicks, Brent Cross. A most helpful, friendly, warm and professional woman called Michaela. I had been given as an early Christmas gift, a set of three exquisite bath oils, brand -Jo Malone from a family member. Unfortunately when I opened the box (as I could smell the scent so strongly), I discovered that one of the glass bottles was broken at the base, the other one damaged with a bit of glass broken off. The bath oil had leaked into the tissue paper and box. Michaela was a true star. She replaced the said items, even responding to my having said my favourite was the 'Pomegranate Noir' by changing one of the items to this scent. I have not shopped at Fenwick's for many years, ever since I last had to return an item long ago and was met with a very poor response. Michaela more than made up for this and she has made my day. I expected a battle and a negative experience. I was so wrong. Thanks Michaela for your outstandingly great customer care. I will be back to that Jo Malone shop in Fenwick when I want to buy this brand again as gifts for friends or family. It always pays to treat the customer well...!

Ordered on December 4 2024 and still on processing to think I paid 5.00 for delivery cost. I was shocked that such big company have Bad delivery service. Not happy at all. Avoid at any cause your item might not be delivered on time for Christmas.

8 days of processing my order even when I paid for quick shipping and they haven’t even processed it,what a joke. Used to be a trusted luxury company years ago obviously not any more.
This was a present for family member which I have had to order from another company which came next day, so if this order ever gets shipped it will get returned.

Ordered two sets of Xmas lights in the sale, keen to receive them in time. Transaction went through and was awaiting delivery only to receive an email advising they do not have the items in stock. How is this possible? Do you not have the appropriate software to track stock levels and adjust your online availability?
I have lost time and now have to shop around for an alternative. What aggrieves me is this is not the first time this has happened and unfortunately for Fenwicks it will now be the last as I will not shop with this unreliable store again. Another customer lost but judging by the reviews on here I am not the only one.

DO NOT ORDER FROM FENWICKS! their online return policy is worse than anything i have experienced. I received my order and had not opened it and intended to return it the very next day - when i went to click on the returns portal it read error. i contacted them several times and no luck. i then received an emailed to say its over the 14 day period buy 4 days. DO NOT ORDER! BEWARE! I should have googled them before purchasing, they are not what they seem.

Never had such a worst first time buyer experience - I will never buy again from Fenwicks - Ordered items in different sizes even though I was in the return window they did not let me return my items or even hand out a gift card. Customer service was not helpful at all couldn't care actually less - I could return one items due to a bug of the system which they weren't aware of - No wonder why they had to close the bond street shop clearly this business does not seem profitable and do not care about their customers!

Placed order for £1300 worth of goods, arrived ok except they sent the wrong cover for the garden table and chairs.Phoned them and quite frankly felt they could'nt care less.Asked me to return wrong cover and when they receive it they will order the correct one.Errrr,,garden furniture?? Rain???But hey why would they care - seems they've never heard of customer service. Had to do a 20 mile round trip to
find the right cover at a garden centre and then find the money to pay for it! Still awaiting refund in ...
guess what....14 days! This company is a farce - do not deal with them.

I was worried after reading the negative reviews about the cancellation of orders, especially as there was only one bag left in stock.
I contacted customer services who responded efficiently with tracking details.
My bag was packed beautifully and was received within 2 days or ordering (and on a Saturday via dpd). Thank you so much, I will definitely shop here again!

Don’t buy from this store , it says 14 days return but they don’t do return, my elderly mom bought a blouse for 145 pound due to the pain in her knee she didn’t go to fitting room to try it on , when she came home it was a bit tight the following day I took it back to the store they did not returned and said why they label is not attached to the blouse , there was a string in the tag and it was knotted to the label some how it was came off and when I put it back , they said why you put it back in front of me and I called for the duty manager after waiting for 20 min he showed up and even did not look at the item and said because the label is not attached I can not return , even we asked for the exchange but he said no
Very rude , mean and impolite
Extremely disrespectful to my 80 years old mom who was there customer for the past 30 years

Ordered clinique bonus time gift and skincare items. Email to say ready the next day and when I opened it there were lots of additional little perfume samples. Purchased as a birthday gift for my sister so very pleased.

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….