We'll Call You: Fortnum & Mason

Fortnum & Mason
Fortnum & Mason

Some of Mole's best mates are geese, and we love to stuff ourselves - but on a voluntary basis. So we were disturbed at reports of cruelty by Fortnum & Mason's foie gras suppliers.

Fortum & Mason Good afternoon, marketing.

Mktg Hi, I want to speak to someone in customer services about this foie gras news.

FM How can I help you?

Mktg I want to know what is going on with it. I have been a customer of yours for years, and I've read lots of reports saying you use suppliers that treat the birds really appallingly. Now Roger Moore is asking people to boycott your shop. I want to know what you are doing about these accusations.

FM What I can do is give you the statement we have and we are investigating the issues, as it's been reported.

Mktg I don't need an email, I just want to find out the situation. Can you tell me what it is?

FM We are still selling foie gras. It is a customer's choice whether they buy it or not at the moment. And we are to reassure customers that the farms we get this foie gras from meet our standards, and they are top standards in terms of welfare for geese.

Mktg But this documentary said that some birds are fed so much they can't even stand up. And on your website and...

FM [interrupts] I can't comment on that, as an investigation is under way.

Mktg How long will it last?

FM I can't tell you, I'm afraid.

Mktg So for customers like me, I just feel like...

FM [interrupts] We will update our customers, absolutely, and I do understand the distress it might cause.

Mktg It just feels like for a shop with royal warrants and a brilliant reputation, it feels like a really macabre issue...

FM [Interrupts] I can't comment at the minute, I'm afraid.

Mktg How are you going to be contacting us?

FM I couldn't comment... as we haven't got that in place. We are doing the investigation at the moment and will then work out how we communicate that.

Mktg Is there a chance you could pull all the foie gras until you're sure it is coming from a good source?

FM I do apologise, but I can't comment at present.

Mktg All right. Thanks then.

FM Thanks, bye.

 

Verdict 3/10

The store passed our call to almost every department before it ended up with someone in marketing - who did little to ease our concerns by persistently interrupting. With such an explosive issue, Fortnum & Mason should have a more robust response in place across its customer service, to avoid brand damage.

Discussion

Before commenting please read our rules for commenting on articles.

If you see a comment you find offensive, you can flag it as inappropriate. In the top right-hand corner of an individual comment, you will see 'flag as inappropriate'. Clicking this prompts us to review the comment. For further information see our rules for commenting on articles.

comments powered by Disqus
Brand Republic Jobs

subscribe now

Latest

Lynx tells men not to leave love to fate
HBO captures awkwardness of watching sex scenes with parents
Primark to open first US stores with Boston chosen as flagship location
Marketing spend on the up but a reality check is needed before celebrating
Top 10 ads of the week: Jackpotjoy and BT Broadband fend off Kevin Bacon
Lidl beats Tesco to 10m Facebook fans
Center Parcs ad banned for encouraging parents to take kids out of school
Coca-Cola, Cadbury and Amazon named top brands for targeting youth market
Leaked document shows Nokia to be rebranded as Microsoft Mobile
Nike lays-off hardware staff in move that casts doubt on future of FuelBand
Greenpeace says save the bees or humans will die
What brands need to know about changes to VAT and online downloads in 2015
Jimmy Savile victims urged to claim compensation in new ad campaign
UKIP launches biggest  ad campaign and stirs up 'racist' accusations
Apple boss Tim Cook provides voiceover on ad touting firm's renewed green commitments
John Lewis walks consumers through its history to celebrate 150 years of business
Waitrose boosts content strategy with 'Weekend Kitchen with Waitrose' C4 tie-up
Hottest virals: Cute puppies star in Pedigree ad, plus Idris Elba and Fruyo
Amnesty International burns candles to illuminate new hope
Toyota achieves the impossible by calming angry Roman drivers
Tom of Finland's 'homoerotic' drawings made into stamps
YouTube reveals user habits to appeal to 'older' marketers
Ex-M&S marketing chief Steven Sharp consulting at WPP
Wolff Olins reveals new CEO after Apple poaches Karl Heiselman
Glasgow offers £30,000 prize to best digital idea for 2014 Commonwealth Games
Google's revenues surge but shares drop as it grapples with transition to mobile
Facebook beats Twitter to most 'marketing friendly' social media site crown, says DMA
Fableists believe children like Finn should be outdoors enjoying life
Homebase, Baileys and Camelot join the line-up at Media360
MasterCard renews Rugby World Cup sponsorship to push cashless message