Fortress 豐澤 Reviews 19

I am extremely disappointed with my recent purchase at Fortress. I bought a pair of headphones from them, and they completely stopped working after only ONE WEEK of normal use.
When I contacted their customer service to report the defective product, they flatly refused to provide a refund or even a reasonable exchange. It is unacceptable for a major retailer to sell such low-quality products and then dodge responsibility when they fail so quickly.
Save your money and shop elsewhere. Their lack of accountability for faulty goods is appalling. I will never buy from Fortress again.

Website is terrible, slow, clunky and pages don't load. App is also horrible to use. Have had bad experience ordering products also.

The worst online shopping experience ever.

You will LOSE your money and time. AVOID.

I come from a 3rd world country and online shops over there are far better than this huge corporation being called "Fortress"

- Item not delivered after 1 month
- Absolutely no customer service. You will be bounced to some AI agents that are horrible.

Buyers beware - the online e store policies on refund process is non existent. I ordered a product on a Sunday evening but wanted to cancel it as I found a better brand that they didn’t stock. I send an email enquiry the following day to cancel including an online enquiry BEFORE the product was being delivered (its still processing). I called in a Monday to customer service but was only offered refund as credit note (to use within 6 months) or refund with restocking fee of 30% if the price in which I said to escalate the situation as I wanted a full refund to my bank.
In this current day and age, this is quite unreasonable and unethical.

I haded a fantastic experience!
They have an amazing selection that really caters to all kinds of tech enthusiasts. I loving that they carry the latest gadgets and gear, making it super convenient to find everything I need in one place. Plus, their staff is incredibly knowledgeable and helpful, always ready to answer questions and give recommendations. :)

Customer service deserves 1 point. I wanted to do some adjustments 4 days before delivery and it wasn’t possible to change anything. They wanted to charge me 30 % for refund. Although I just wanted to receive the product earlier (because I saw it on stores on site). They didn’t want to offer an customer friendly solution. Very disappointing

New TV damaged when delivered -Only realised when taken out of box and would not replace or refund despite being within 10 day guarantee!!! Terrible customer service. Don't return calls or provide any information. I am new to Hong Kong and terrible experience with so called big and reputable company -Do not use this company is my strong advice.

I purchased an Asus Zenbook laptop through their eStore. When the laptop arrived the following day, there were several issues with it: blinding keyboard lighting, fan noise, and a red hot charger.
Their policy is to go straight to manufacturer which I did. Upon speaking with Asus, they said they'll check it, but from what I described in detail, Asus said everything is very likely normal with the laptop including the super bright keyboard lighting even though it's on its lowest brightness setting and it physically hurts my eyes. After relaying this to Fortress over 4 emails back-and-forth and 3 phone calls, they simply did not want to know about anything at all and said it's "your personal issue". I would have hoped they would understand that I can't use one of the core features on this laptop (keyboard lighting). Yet, all they offered was a 30% charge to exchange it for a different laptop. Considering it cost $17,000, then being asked to pay $5,100 within 12 hours of receiving it, to replace it for a different laptop regardless of the next laptop's price, seems ridiculous to me. My hope was only to be able to exchange it for a different laptop, and happily pay any extra cost if that next laptop cost more. They just don't want to know and were extremely rude completely disregarding any explanation or request I had. I will never go inside a Fortress store again considering they have no care at all for their customers once you've given them your hard-earned money for poor quality products.

I have ordered a washing machine and paid an extra 100 HKD to get the current one removed the same day as the delivery. It was not clear on the website when the delivery would happen exactly (was showing a date for the removal and another one for the delivery). I contacted Fortress by email, by chat, with the online form, and nobody never answered.

I've been called 20 minutes before the delivery, been asked to pay an extra 1,000 HKD by the delivery man because no lift in the building and he eventually left the washing machine in the apartment, but didn't install it and said that another team will come for installation service. But I have no idea when, and of course, no answer from Fortress customer service.

I purchased a dehumidifier online for a friend, with delivery scheduled for June 27, 2024. On the delivery day, my friend was unexpectedly asked to pay an additional $100 fee due to steps at the delivery location. The delivery staff refused to issue a receipt or accept electronic payment, demanding cash only. When my friend couldn't provide the cash, the delivery was canceled immediately.

Upon contacting the hotline, I was first told the charge was due to steps. Later, a senior representative claimed the fee was because the walking distance exceeded 100 meters and took more than 3 minutes. Despite requesting clarification on the parking spot of the lorry on the delivery date, all I received was a photo showing the steps, without specifying the parking spot.

This inconsistency and lack of transparency have eroded my confidence in this brand. Since June 27, no staff has taken responsibility for resolving the delivery issue. The situation remains unresolved, and I am extremely dissatisfied with the service.

I ordered a washing machine on Tuesday.

I guess the one day delivery wasn't applicable to me as it didn't show up on Wednesday or Thursday.

On Friday at 9am (when I was at work like I guess most people are at that time) I get a call saying it will be delivered shortly. Naturally, I explained that I am not at home but would be at 12. The response from the man was that I should have known it would be delivered between 9am to 1 pm (!!!???) and that I had better call Fortress and let them know.

Then I tried to find a number to call... Another fun surprise - no number listed on the website! Spoke with the chatbot and eventually we arranged to have it delivered Saturday (today) between 1-4.

It was delivered at 9am (???), but not installed (!!!!). The delivery man said "someone" will install it "later". It's about three hours later and no one has shown up.

I managed to find a number to call and the agent who answered the phone told me he doesn't speak English but he will get someone to call me.

Obviously, no one called.

Who knows when it'll be installed?!

I will not be buying from Fortress again.

Terrible customer service! Do not buy major appliances that need installation from them. Appliances will be delivered and then there is zero communication about when the installation will occur. They say it will be 1-2 days after delivery but this has not been my experience. They've made it impossible for you to talk to a human to answer any questions or get support. They have a Chat/WhatsApp but responses are 4-5 hours wait time or not at all and they don't seem to have someone answering that speaks English and understands your question.

I purchased a new Panasonic microwave from Fortress, but it malfunctioned shortly after. Upon returning it with my receipt, they callously claimed it wasn't their concern anymore. Despite my reminder of their supposed 10-day return policy for defective items, they callously refuted having offered it for years. The audacity of this company is utterly disgraceful. They callously instructed me to contact the manufacturers for repairs. Despite my relentless 50 calls over three weeks, there was no response. Fortress embodies the epitome of horrendous customer service. Once a transaction is made, they wash their hands of any responsibility, leaving customers to fend for themselves by liaising with the manufacturers for repairs. Not only that, but customers are burdened with the costs of shipping both ways. I vehemently caution everyone to steer clear of this vile Fortress retailer. Their unethical practices make them a despicable entity in the retail realm.

Ordered a microwave online and the appliance did not work new out of the box upon delivery. I was told by CS that I had to bring it myself to a Fortress store location if I wanted to return. Given the size of this box, I had to pay for a taxi to get to the nearest Fortress store. The sales person at the Fortress told me to leave the appliance there and had made my request to the online "Fortress headquarters" but could not help process my refund request because they had gone home for the day. It was 3:31pm on a Saturday. He said that they would email me on the following Monday. End of day Monday, there is no email from Fortress regarding any refund request. I filled in their online refund request form, submitted a refund request through their contact enquiry form and am now writing this review. Judging from the other reviews here, I am very worried that I will not get my money back. I have no microwave but they have my money and wasted my time. Actually cost me more than what I paid to transport the junk appliance to a store location. There are so many options in Hong Kong, DO NOT use this company!

Best avoided, Ordered and paid for a next day delivery of a laptop. Got email confirmation of order and delivery date. Checked again next day and they had moved the delivery to a week later without notifying me. Upon speaking to their online chat (cant actually speak to anyone on a phone) I was told it was out of stock. However they were (and still are) selling it for next day delivery. They have now cancelled my order and I will have to wait 4 weeks to get a refund. Absolute joke of a company who have also refused to provide contact details for a complaints team or manager and now ignore contact. Buy at your own risk!

My experience of this company is absolutely outrageous. I spent round about £530 for a DJI drone .Only to return home and tried to test fly it . It turned to be faulty after taken back to shop some weeks later in HK I was told there is no guarantee or warranty and no refund would be processed. Be extremely careful buying anything from this company.

I schedule a delivery date and they changed it without informing me. Very bad customer service, do not trust their delivery dates!

I am reviewing on my online shopping experiences with Fortress.
First of all, their website is not the most user friendly. I've had a couple of experiences when I was going to make a purchase but was unsuccessful after multiple tries without knowing what went wrong, but that was okay because all I had to do was switch to another merchant since pricing everywhere is more or less. Anyways, I purchased a washer from their e-store very recently and the process was smooth enough, with everything done online without any obvious human involvements. Unfortunately, the machine broke in only 6 days and subsequently verified dead by the dealer's service (it took 4 days for someone to come after I called for service). At this point, I was told by Fortress' CS to submit a form online to request for a refund /exchange but when I did, the web kept rejecting my submission because the product number that I found on the invoice and input was invalid, so I was told. It was frustrating because I used the exact number that was printed on the invoice. I wasn't able to submit the form after all (another example of unfriendliness of their web). No response from the CS after I wrote them an email, so I called the hotline on the next day, explained to them that the broken washer has been causing a lot of inconveniences to my household and that I begged them to expedite the exchange process for me because living without a washer in hot summer weather is a disaster. I asked if they can at least have someone who is assigned to follow up on my case to give me an idea how this matter is going to be handled and how long it will take. I called 4 times ever since and every single time I spoke with a different person and got me nowhere. Why is it so difficult for the person handling my case to just give me a quick call to reassure me that someone is on it?
My message to the business is that, if they can be efficient in fulfilling purchase orders, they should be more so in handling after sales because that's where the customer loyalty is created in the long run. I have to say I am turned off by Fortress' indifferent attitude on handling this matter. A small personal touch could make a big difference in the quality of their customer service as viewed and perceived by their general customers, don't they know? They bothered with not an email nor a phone call, that makes you feel that only your money to buy from them is important but not your problems that arose from purchases made with Fortress.