Customers have reported difficulties in making orders and of being able to get hold of its customer services team.
Some customers have complained on social media and review websites about being charged multiple times for goods, having repeated transactions for orders they thought had not gone through.
However, a Fortnum & Mason spokesperson told The Guardian: “We’re not experiencing any issues with our site, but we are very busy, and Christmas demand has definitely arrived late this year. That said, we are delivering customer orders on time and in full.
Other customers have complained about the business’s customer service and how long it takes to receive help.
One customer shared a screenshot of her phone showing her call running time with customer services had been one hour and 27 minutes.
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The department store said it had the same customer service setup as in previous years.
It said: “We have the same setup as always on customer service in terms of answering calls – we always bring in extra support for this very busy period.”
“We’re definitely seeing a lot of late demand this year, so we’re encouraging customers to use our live chat and other channels rather than email so that we can service their queries as quickly as possible.”
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