Fenwick Reviews 

Wow! I ordered a special porcelain plate late morning and it arrived at 10.00 the following day having travelled from Newcastle to Essex. Packaging was superb - over and above what I had expected. Well done Fenwicks

I was having difficulty getting the product I wanted from the place I normally order from. Was delighted that Fenwick had the product in stock. Arrived exactly when promised and really well packaged. Excellence all 'round.

I bought a jellycat as at surprise for my granddaughter's birthday. I ordered it late afternoon on 13th February and it arrived the very next day about midday. I'm sure she's going to be over the moon. Thank you Fenwicks for a first class service.

From start to finish was excellent. Fantastic to purchase, updated me on my delivery. Speedy delivery, absolutely beautiful

Worst place to order. Placed an order it was delievered to a random shop without me asking for this to be delievered to a safe place/shop. Contacted fenwick on several occassions. The customer service is a joke. Jenny is a joke she calls herself a manager and doesnt even understand the consumer rights act and how they have breached this. Just stay away. Avoid at all cost!!!!

Excellent competitive price for Goutal eau de parfum ordered. Great communication and prompt delivery.
John Lewis would not deliver item to my address as I live on a remote island. Would certainly order from Fenwick in future.
Highly recommended.

Recently purchased a pair of speakers (Lexon Ray 50% off) , digital kitchen scales (Zwilling digital rechargeable) and honey (Seleftion of jars by London Honey Company) from Fenwick’s online.
Great selection, competitive pricing and unique products. I wanted all these items and Fenwick’s stocking them meant I could save time and money under one order.
Super quick postage and everything arrived perfectly packaged.
I will definitely go to their website first when shopping next.

Excellent online service. First time used and would use again. Prompt delivery of otherwise hard to find Dior lipstick in North East area. Appropriately priced & packaged. Kept informed.

Easy ordering process & very speedy delivery with regular updates of my order's progress..Thank you!

A huge thank you to 2 of your delivery men named Mark and Micky. Our car was stuck in deep mud at our Son's house in Hindly, Stocksfield. They were super heroes, very willing to help and succeeded in moving the car. They are a credit to your Company. Very polite, helpful and caring. Plus a great sense of humour which seems to be lacking these days. Be proud of them

I rang the concierge up and managed to get 2 out of my 3 items from 1 store but the lady I dealt with asked if she could pass my number to another store as they had the other item. My item from London which was a hoppleston jellycat came beautifully packaged in tissue paper & boxed also a little free gift inside too.
Exceptional service by both newcastle & London
Thank you

Next day service, lovely gift wrapped and packaged, perfect product, I got a gorgeous Ralph Lauren chocker necklace

Ordered mocha Lonchamp bag which is currently out of stock in most stores. Easy to order and quick delivery. Thank you

Terrible experience. Delivery was left in a recycling bin, company are saying this is “compliant” and refused to resend. This has been a disaster and ruined a birthday. I’m actually shocked at the customer service blame, that I have got home from work to see the “safe place” which I DID NOT request! Was a recycling box! On a busy main road.
Play it safe and order from a more secure and competent company.

On 26 January 2026, at approximately 7:00pm GMT, I was approached by a security guard at the Fenwick store in Brent Cross Shopping Centre (men’s clothing department) and informed that I was “banned” from the store. At the time, I was simply browsing on my own. I am relieved I was not accompanied by anyone, as the situation would have been even more embarrassing. I was in shock and asked for an explanation. However, the guard provided no proper explanation and insisted that he “recognised” me. I immediately asked to speak to the manager on duty. It later became apparent—although no one actually explained this to me—that he had mistaken me for someone else and wrongly associated me with a previous shoplifting incident. I can only guess as I have never been involved in a crime in my life. Never shop lifted. Something to with the baby department or something. I don’t even have kids but he was vague when I asked I was banned for what

I was then made to wait for more than fifteen minutes while staff discussed the situation. When the manager finally approached me, she asked me to explain what had happened, despite the fact that the security guard had already confronted me and claimed I was banned. Given the circumstances, I would have expected the explanation to come from them, not the other way around. Her handling of the situation demonstrated a complete lack of professionalism, decency, empathy, and basic people skills. She did not apologise, offer reassurance, or take any responsibility for the distress caused. At one point she even asked me “well, what do you want me to do about it?”. it’s this sort of behaviour that can negatively impact the reputation of companies that hire them.

Instead, I was told to “go on my way,” as though the situation were insignificant. There was no acknowledgement of the mistake, no explanation, and no consideration for the impact this had on me. When I asked whether she was the most senior manager available, she confirmed that she was.

To be clear, my complaint is not about the security guard. I understand that their job is challenging, especially given the rise in shoplifting in recent years. People make mistakes but he could have handled the situation better. My concern is with the manager’s response and the unacceptable way the entire situation was handled from start to finish. Three Fenwick staff discussing the situation as I hung around did not help matters either.

This incident has had a genuinely negative impact on me. I will not be shopping at Fenwick again, nor will I be entering the store in the future. I will also be advising family and friends to be cautious, as no customer should ever be subjected to such treatment.

I have shared my experience with several people, and all of them agree with me and understand why I was so shaken up. It is also very disappointing, as Fenwick has always been one of my favourite stores. My family and friends no longer shop in any of their stores either when I explained the situation. I now feel uncomfortable even walking into Fenwick so don't.

I would like to acknowledge the gentleman who assisted me in locating the manager; he was the only staff member who demonstrated any sense of support or courtesy. I would strongly suggest that the manager involved seek guidance from colleagues like him on how to handle sensitive situations with professionalism and respect

When I left the store, the manager and her colleague continued to stare at me as I walked away. It felt as though they were still judging me and assuming guilt, despite the fact that I had done absolutely nothing wrong. I have never experienced anything like this before, and it was deeply unsettling.

The experience was so distressing that I no longer feel comfortable even walking through the store to reach the car park. I went straight home afterwards, and it ruined my entire evening. While I accept that the security guard made an honest mistake, the manager’s behaviour only intensified the situation rather than resolving it. Her conduct was unacceptable.

I work for one of the largest consultancies in the world where roles are filled based on capability, not simply tenure. Because of that, I’m very aware of how essential it is to place people in positions that require strong communication and accountability. That standard wasn’t reflected in how this situation was handled.

In summary, this incident stands as a textbook example of how not to handle a situation involving a customer. From the initial misidentification to the complete absence of accountability, communication, or basic courtesy, every stage of this interaction reflected a failure of judgment and leadership. Formal complaint made Feb as they responded here. Nothing back from them even when I followed up. Now July. We never shop there anymore.

Thank you for excellent service.

Amazing customer service! My order was packed so carefully. Thank you so much.

My product arrived swiftly and wrapped well.
It was a sale purchase, thought it was the wider belt that I’d ordered, but as it was the sale I just kept the thinner width one.

I was really impressed with the packaging of my item....well protected and beautifully presented when I opened the box. Quick delivery too.

Went in to the Tunbridge wells store to buy an expensive bag , the girl in the department was so rude , sat with her leg over the sofa on her phone . I was talking to my husband about my bag and we couldn’t find a price , not once did she come over and acknowledge us or ask if we needed help . Thought I would give it a try again , two girls this time . All they were doing was taking not even a smile to acknowledge . Some of these bags are over £2000 .
Shocking they are meant to be sales people .
Would never shop in that department again .
Two young girls one blond and other with curly hair