Fortnum & Mason has warned customers that their festive hampers may not arrive in time for 25 December due to “staffing issues”.
The luxury department store said it had put caps on orders of its Christmas hampers because of high demand, The Telegraph reported.
The retailer, which launched a pop-up in Heathrow Terminal 4 earlier this month, has been the subject of complaints across X – formerly Twitter – with some shoppers claiming they had been placed on hold for over three hours after calling the store’s customer service line.
The hampers contain a selection of luxury goods such as caviar, truffle oil, English sparkling wine, chocolates and preserves, and a selection of teas.
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A spokesman for the Fortnum & Mason told the publication: “Unfortunately, a combination of high demand coupled with some staffing issues at our new distribution centre has meant some of our customers have experienced delays to their orders.
“As a result, our customer services teams are receiving an increased volume of contacts this Christmas, which has resulted in delays to response times in some instances.”
They added: “To help solve this, we’ve been limiting the number of orders that we accept, to focus on fulfilling the orders that have already been placed.
“We are truly sorry for the delays and our customer service colleagues are doing everything in their power to resolve all outstanding queries as quickly as possible.”
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