Fenwick Reviews 

Amazing member of staff , Sarah is a credit to the York store, thankyou so much for all the advice and help , nothing was too much trouble for Sarah absolutely fantastic member of staff

Today I visited the YSL concession in Fenwicks where I purchased a few items from 2 lovely ladies. Syreeta and Daniella gave me brilliant advice on how to improve my make up application .Syreeta explained how to apply my beauty products to enhance the best look. Also explained how to make changes to my beauty regime , which should improve the look around my eyes . I look forward to seeing you next week for more advice and which products I should buy for a professional look Sarah

Please do not purchase gift cards from Fenwicks. A good friend purchased a £150 gift voucher for me as a Christmas gift. I went over the 24 months 'deadline'. I had a bereavement at the time of receiving the gift and simply put the card away to use later. When I came to use it - I noticed the very small writing on the back - lost in the middle of a lot of other T&C's - it states 24 months. It is my fault as I should have checked but at the time due to the circumstances I just would not have noticed it without scrutinising the card. Such a cynical practice - why on earth is it not clearly displayed on the front of the card. I had another gift card from Selfridges at the same time and thankfully there was no time limit to when you could spend your own money! I went in store to speak with customer service and online and both gave inflexible automated responses - its in our T&C's. My friend has unfortunately just given Fenwicks £150 and the store assistant I spoke to in the York branch did say it is a 'tactic' because most people do not claim the gift cards in time. Horrid practice.

I can’t speak of other products that Fenwick is selling, I can only speak from my experience of buying a AMOUAGE DIA 40 women’s perfume.
I ordered the AMOUAGE DIA 40 perfume in December, when I received the product it looked genuine, the scent was exactly the same as the original, however I soon realised that scent does not even last for more than 2 hours, initially i thought I have gone nose blind to it, however even my partner commented and my friends that also adore the perfume stated that 2-3 hours the scent is completely gone. I suspected that the perfume sold to me was not genuine, however due to me chucking out the original bottle I had that I bought in Oman last year directly from the factory, I was not able to compare the bottles.
A week later I was at Heathrow airport T3 where I was able to discuss this with AMOUAGE representative of 10 years who carefully investigated the bottle and confirmed that the perfume was not genuine. There is very small but significant differences to the bottle, such as the genuine perfume does not have a crown inside the lid, but the fake one did, also the fake one had “ made in Oman “ written on the back of the bottle where the genuine perfume does not, I sent all the photo evidence and explained in written form and with all the photo evidence. Interesting that Fenwick did not even want to investigate this although I have advised them that I can return the product so that they can investigate appropriately on their end to ensure that their customers receive goods that they actually paid for and not fake goods.
It’s been almost 3 weeks since I raised a dispute, apparently this was escalated to management team to be looked at , last email I have received was on the 5th of January, that supposedly they are going to investigate this but I have still not heard anything back.
I’m currently disputing this with my bank as by the looks of it Fenwick is not willing to issue a refund, even though I have asked for a refund and advised that I am able to send the product back, it’s not what I paid for.

Ordered 4 wine glasses. 3 arrived broken. Not well wrapped. No fragile on the box. Waiting for them to contact me with a replacement. If they send them with the same packaging they will end up broken again

Fenwick was an absolute legend on the high street, Bond Street London along with Windsor were highly respected, alas both stores now gone.
Placed an order recently on-line and received an email confirming the product was in stock and ready for dispatch. Funds were taken from my credit card.
Hours later I received an additional email stating my order was cancelled. No apology, no alternative or explanation just simply your order is cancelled.
Contacted customer service for some form of reason behind this and received another unapologetic response quoting their Terms & Conditions:-
“We are contacting you to advise that we have to process a cancellation of Order…..
Please see our Terms & Conditions Below
3.6 We are not obliged to accept your order and may reject your order at any point before dispatch.”

Very unsatisfactory, appalling service and if they continue to treat customers in this way I won’t be surprised when Fenwick disappears from the High Street.

Ordered some CK items late evening Friday and order arrived on Sunday. Amazing service and great price. Thank you Fenwick.

Can't fault the service from Fenwick at all. I purchased a Jellycat plush from them and it arrived really quickly and was packaged nicely. Would definitely shop here again 🙂

I went to their Kingston Store, I was looking to get a pair of winter boots. My daughter and I went early in the morning we parked in the Bentalls centre lots of spaces. We got to Fenwick’s shoe dept I found a few pairs of boots that I liked. My daughter went and asked if they had a pair in a particular size which they didn’t, as it was the first few days of the sale. So I decided to go with another pair I approached the shop assistant and asked if I could have them, she asked if I just wanted to buy them or try them both on, and I said I would like to try them both on. She went off and got them for me and handed me the boots thy were a new pair not the ones on display. I tried them on. I loved them. So I approached the sales assistant again she was conversing with her colleague over another product they were selling but she acknowledged me and said she would be a moment so I felt I was seen which made it not an issue as I wasn’t ignored. After a few seconds she asked if they were any good and I said yes she said that they were a good purchase and I told her I was looking to replace the ones I was wearing she made nice conversation but was still efficient too. I know some people will think this is a normal situation but in stores you don’t always get acknowledged or given a fresh pair of shoes. I have also been to a famous dept store and told they couldn’t even find the boots I had wanted so it was a lovely experience to get the service and be treated as a human being with polite service and leave happy with my purchase.

I had the most incredible customer experience with the beautiful team at NARS in Fenwicks Bentalls Centre and wanted to give me thanks to the wonderfully talented Sara, Zhane and Sophie! All are so good at what they do and were kind and supportive with my makeup concerns. I can’t wait to come back and see them! What a credit to the Fenwicks team. Best wishes Bella x

Shocking customer service.
Fenwick’s customer service has been extremely disappointing.

I contacted them regarding faulty shoes purchased in March 2025. Despite having proof of purchase available, Fenwick refused to even assess the fault because I no longer had the original receipt.

I was repeatedly told that their returns policy requires a receipt, even after explaining that the Consumer Rights Act 2015 applies to faulty goods and does not require a physical receipt. Rather than addressing this, customer services simply advised me to “refer to the returns policy” and declined to engage further.

This approach shows a disregard for statutory consumer rights and left me with no option but to escalate the matter externally. I would not expect this level of service from a retailer of this standing.

I will be referring the matter to trading standards as next steps. Stay clear!

Item arrived within packaging both bruised and battered. The box literally being held together with sellotape. Albeit no firm proof, however all indications perceive a customer return that has been re-sold. Item should never have passed Quality Control or its condition stated at the point of purchase. Old stock\returns seemingly rehashed into another Sale Period.

I ordered some chocolate for a birthday present online. It came within 2 days and was packaged so lovely in Fenwick paper and Fenwicks box. I was really pleased with the service

Finding the product I wanted at a competitive price was perfect, matched by a very efficient order and delivery process.

I’ve taken about six months to choose a couple of sofas. I have visited 3 times and always talked to Adam who is so helpful. I’ve been to many furniture shops looking. Yesterday I returned entirely on the basis of the ‘nice man in Fenwicks’ who will help. Indeed yesterday Adam was his usual patient self. He is such a nice guy and I eventually bought two sofas with his help. I was so grateful to him. No hard sell. Just help and advice. Thanks so much Adam.

My family and I have been Fenwick fans for generations! Recently my mother ordered some Jo Malone products as a gift for her daughter-in-law and was delighted with how they were packaged and presented. Her experience swayed me to order some Dior fragrance for my mum during the Black Friday promotion. I was really pleased to find the particular fragrance in stock at Fenwick, as it is becoming hard to find, and the Black Friday discount was an added bonus. At the time of my purchase, Fenwick also offered me a free Dior Christmas gift bag and delivery - so far, so good.

When my Fenwick parcel arrived, it was in a sturdy box and appeared to have travelled well. However, upon opening the box, the fragrance had been wrapped carelessly in Fenwick tissue paper which was torn in several places. Given that this was a luxury fragrance, costing in excess of £100, I expected that it would have been packed more carefully. Further, the complimentary Dior ‘Christmas bag’ was a generic white Dior bag, and not one of this season’s beautifully patterned white and metallic Dior gift bags which have been present at all Dior counters in the run-up to the festive season. No Dior tissue paper was included with the purchase, nor were there any Dior samples, which I would expect to have received had I made a purchase of this value at the Dior counter. (Indeed, I subsequently purchased some Sauvage products for my partner from another retailer which were beautifully wrapped and presented in a gift bag with samples included, which made for a superior and more luxurious experience.)

I really wanted this gift to feel premium for my mum and expected Fenwick to deliver that, however my online shopping experience was inferior to buying direct from the Dior counter. Sadly I was unable to make my purchase in store as I live 250 miles away. I feel that I was fobbed off with an old, non-Christmassy Dior packaging; the lack of enclosed samples was stingy, and the careless packing led to a disappointing and far from premium experience. Next Christmas, I shall purchase my Dior products elsewhere.

Super service, super item, super price, super comms. In all a great buy with great customer service. Thanks!

I have ordered twice from Fenwick and on both occasions had excellent service and delivery.

I bought a pair of gold plated Alighieri earrings online for my daughter’s birthday. The package came very quickly, it was so nice I didn’t want to open and check it (I wrote a 5star review here)

Today, when my daughter opened the beautiful wrapping and took a pair of silver earrings that came in a plastic bag instead of the gold I paid and ordered, I was so embarrassed and upset. She opened the present in front of family and friends. The shop send me the wrong order and the whole present and the point of it was simply ruined

Always fantastic service in the Colchester store. Staff are helpful and knowledgeable. I am a crutches user and I am always offered extra support and know I can leave items behind the till while I finish browsing