Fenwick Reviews 

Arrived perfectly wrapped with a sample moisturiser. Took a little longer than anticipated but I wasn’t in a hurry for my order so it didn’t matter. All good

Superb customer service from start to finish. The floor staff in Fenwicks Kingston were fantastically helpful and the concierge staff were brilliant at ordering me a coat. It then got delivered beautifully wrapped. Thank you

Absolutely terrible customer service from Fenwick! My perfume arrived severely damaged and I contacted them immediately! Karendeep was no help at all and told me the images I had sent were not received, gave multiple excuses about heavy emails and firewalls (absolute rubbish) finally used another email address to send and then advised they were short staffed so the investigation would take longer! Told me my item would not be replaced!!

What am I supposed to do when I’ve spend over £140 on a bottle of perfume that has arrived smashed??

I really expected better customer service from Fenwick! As a Gold member I’ve spent over £1000 on perfumes over the last year and to be treated like a lier is absolutely terrible!

I now have to wait till Wednesday so their teams can conduct a review and for a manager to make a decision and contact me…

It would seem they are stalling, it is bad practice that a swift resolution couldn’t be achieved, from a consumer perspective a resolution should of been reached immediately and an investigation carried out internally, I don’t believe I should have to wait when I have provided the evidence immediately!

I have a feeling that given the many reviews on here that state similar experience that I may not be receiving my refund as I should!

Will update again once they come back to me with the outcome!

Very long winded poor customer service experience and will not be shopping again with them!

I’m a Gold Tier Rewards member. For the last 5 days I have been unable to make any orders with Fenwick, I get a pop up which states ‘unfortunately an order cannot be placed at this time’. Tanvi from Customers has been slow and very unhelpful, this is the last email they sent me, I’ve cleared history and cookies, logged out and back in but the issue remains. The last email is poorly written with typos and isn’t easy to understand, what’s incognito mode and what is a webisode issue? I’ve tried different browsers eg Safari, Chrome, Firefox still the issue remains. Please can someone else from Fenwick reach out to me directly so this can be resolved asap, thank you. It’s extremely frustrating, I’m under the impression that your CS isn’t UK based. Do better.

Hello Helen,

Please clear your cookies and browsing history.

Logoff out of the website and log in again with incognito mode.

Unfortunately we cannot view the issue from our end, we can only advise the regular protocol for the webisode issue.

Kindly be advise the website is working at our end.

If we can be of any further assistance, please do not hesitate to contact us.

Easy online ordering. Swift delivery. Packaged very, very well. Great product, Good Phats Advocado Oil.

Large varied selection of the item I was looking for, easy to navigate through the ordering process too… Opted for next day delivery and was delivered with no problems at all…

Came really quick, really safe

Best shop in North East

I ordered a Marella dress online. With 30% off in the sale for members it was excellent value and absolutely top quality. It was delivered free of charge the next day, beautifully and carefully packaged. This is the sort of top quality service that is rapidly disappearing elsewhere (notably a once frequented department store). Keep it up Fenwick!

Customer service excellent fast delivery would recommend

My husband and I had a very good experience at Fenwick in Kingston while purchasing some garden furniture. The two staff members who helped us were very knowledgeable and made us feel very valued customers. Also the deals they were offering were amazing with 25% off and a free cover, we also got a half price suitcase, we all love a bargain!
It is so nice to actually physically go into a shop rather than all online. Kingston is a lovely town , great shops, restaurants and a lovely location by the river.

I visited Charlotte Tilbury in fenwicks today. Shout out to Alejna. An absolute sweetheart who went above and beyond. Matched me perfectly and gave the best recommendations. Thank you girlie, you alone will keep me coming back to CT X

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