I've just had another lovely visit to Fortnum's and had a fabulous time. Shopping in-store is always a pleasure. The staff are warm, friendly and happy to help without being pushy, and the whole... See more
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The 2nd box of my order had not been delivered. Upon checking the delivery company website,parcel damaged. I contacted F&M through WhatsApp,following quite a few messages which became tiresome. Very q... See more
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I was researching ideas for my friends birthday and came across the tea which though was a lovely summer treat. As a non-drinker, these are a nice alternative for drinks with friends. Packaged immacul... See more
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Lovely professional friendly staff. Always such a pleasure to visit the store. Staff are always happy and so helpful and knowledgeable about their products. Visited the cafe for the first time even... See more
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Company details
About Fortnum & Mason
Written by the company
Welcome to Fortnum & Mason.
Since the first day they opened their doors back in 1707, Fortnum & Mason has been an essential destination for all in search of extraordinary food, unforgettable experiences and joy-giving things.
In the centuries since, they've perfected the art of Afternoon Tea at The Diamond Jubilee Tea Salon, sent their iconic wicker hampers to every corner of the globe, created all manner of wonderful things to eat and drink from our Food Hall, and even found the time to write a Cook Book or two, filled with countless mouthwatering recipes from the restaurants at their London flagship store.
Proud holders of Royal Warrants for generations, Fortnum's commitment to delicious innovation continues apace, with new stores opening close to home and further afield, and the introduction of a new 3rd Floor at Piccadilly, complete with a stunning Food & Drink Studio, Cook Shop, and an in-house gin distillery.
Since the first day they opened their doors back in 1707, Fortnum & Mason has been an essential destination for all in search of extraordinary food, unforgettable experiences and joy-giving things.
In the centuries since, they've perfected the art of Afternoon Tea at The Diamond Jubilee Tea Salon, sent their iconic wicker hampers to every corner of the globe, created all manner of wonderful things to eat and drink from our Food Hall, and even found the time to write a Cook Book or two, filled with countless mouthwatering recipes from the restaurants at their London flagship store.
Proud holders of Royal Warrants for generations, Fortnum's commitment to delicious innovation continues apace, with new stores opening close to home and further afield, and the introduction of a new 3rd Floor at Piccadilly, complete with a stunning Food & Drink Studio, Cook Shop, and an in-house gin distillery.
Contact info
181 Piccadilly , W1A 1ER, London, United Kingdom
- +44 (0)20 7734 8040
- www.fortnumandmason.com
This Way To All The Lovely Things...
4.5
Excellent
53K reviews
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Reply from Fortnum & Mason
Good afternoon,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the service provided.
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Good afternoon,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the service provided.
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Dear Nicole,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were pleased with the product, packaging, and our fast and reliable delivery service. Your kind feedback is greatly appreciated and will be shared with the team.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Good but could be better.
The items are of fabulous quality, although delivery took a little longer than I had hoped.
My main criticism is the packaging. While I appreciate the level of protection provided during delivery, the amount of packaging used was excessive and felt unnecessary. A smaller box would have been more than sufficient, making the delivery both more practical and environmentally friendly. This is certainly something worth considering for the future.
My other concern is the online customer service. Response times are very slow, and I often had to wait hours to receive any kind of reply. This is an area that could be significantly improved.
That said, the quality of Fortnum's products is consistently excellent and justifies the price. However, I originally placed this order to sample both the products and the overall service before making a much larger international order for an American friend's birthday. Based on this experience, I would be a little apprehensive about placing such a significant order, as I would be concerned about whether it would arrive on time and whether any issues could be resolved quickly if they arose.
June 29, 2026
Reply from Fortnum & Mason
Dear Zoe,
Your feedback is very important to us and we are truly sorry to hear of the issues you faced with your order and the frustration that this has caused.
We have located your previous correspondence, and we will be reaching out to you to rectify the situation and make things right.
Fortnum & Mason Customer Services
First Class Service from F & M.
Any interaction with Fortnum & Masons is a delight. Staff in the store are wonderful, so professional, polite and so knowledgeable about the products they sell. When ordering online, it is a great site to navigate and orders are dispatched quickly. I signed up to the Friends of Fortnum's and am excited to see what this brings through the year. The welcome hamper was absolutely delicious. A great company and it will always be my happy place!
June 29, 2026
Reply from Fortnum & Mason
Dear Rachel,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that every interaction with Fortnum & Mason has been a delight. It is wonderful to know that our in-store colleagues have provided such professional, polite, and knowledgeable service, and that you find our website easy to navigate with orders dispatched quickly.
We are also thrilled to hear that you have joined Friends of Fortnum's and are excited about the benefits and experiences it will bring throughout the year. It's especially lovely to know that you enjoyed the welcome hamper and found it absolutely delicious.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Good afternoon,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the service provided.
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
Perfect gift
Perfect gift. Great assortment in the hamper. Well presented and well packed for delivery. First class all round. Good value for money. Highly recommend.
July 6, 2026
Reply from Fortnum & Mason
Dear Jennifer,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that the hamper made the perfect gift and that you were pleased with the assortment inside. It is wonderful to know that it arrived well presented and carefully packed for delivery.
We are especially grateful for your kind comments about the value for money and your recommendation. Hearing that you found the experience first class all round means a great deal to us.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Great products
Great products, beautifully presented, delivery process and tracking worked well. Thank you
July 6, 2026
Reply from Fortnum & Mason
Good Afternoon,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were pleased with our products and their beautiful presentation. It is also wonderful to know that the delivery process was smooth and that the tracking service worked well for you.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Great customer service
Great customer service, fab location and enjoy every delivery and visit
June 22, 2026
Reply from Fortnum & Mason
Good Afternoon,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you have enjoyed our customer service, our wonderful location, and that every delivery and visit has been such a positive experience. Your kind feedback means a great deal to us and will be shared with our teams.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Dear Ivan,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you received perfect service, as usual. Your continued satisfaction means a great deal to us, and we truly appreciate your kind feedback.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Usual 5 star F & M quality
I ordered a lovely box of biscuits to send to a friend after an operation. They arrived exactly when promised, and the recipient absolutely loved them. The usual Fortnum & Mason quality and delicious taste – and who doesn't love receiving a gift from F&M!
June 29, 2026
Reply from Fortnum & Mason
Dear Clare,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that the box of biscuits made such a lovely gift for your friend following their operation. It is wonderful to know that the order arrived exactly as promised and that the recipient absolutely loved them.
We are especially pleased that you enjoyed the usual Fortnum & Mason quality and delicious taste.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Ahmed the best doorman
Ahmed is a fabulous door man and made our day by being so charming and helpful .Thank you from Patricia
July 18, 2026
Unprompted review
Reply from Fortnum & Mason
Dear Patricia,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that Ahmed made your day with his charming and helpful service. We are very proud of our colleagues, and it is wonderful to know that Ahmed created such a positive impression during your visit.
If you ever need further assistance, please do not hesitate to let us know.
Thank you again for shopping with us.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Dear Sylvia,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that everything was good, as usual. Thank you for your continued custom and we hope to see you back shopping with us very soon!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
The gifts were warmly received and went…
The gifts were warmly received and went down very well
July 6, 2026
Reply from Fortnum & Mason
Dear Alex,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that the gifts were warmly received and greatly appreciated by everyone. We trust the contents were thoroughly enjoyed!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us , and we hope to receive your custom again soon.
Fortnum & Mason Customer Services
Don't buy reduced item products or speak to their customer service team - waste of time
TL;DR: Bought 2 jars of reduced cookies (£17.90), part of F&M's "Eat Me Quick" range - arrived with just 4 days left. Range name and shelf life weren't visible when browsing the category page online. Customer Services said the date is "on the tin," but this was an online purchase — the tin isn't visible before you buy.
Customer service are useless.
Honest question, asked to their team " if you spent on £17.90 on two jars of biscuit, then to be told that it expires in 4 days - do you think that is fair?" - first and last time I will be buying from the Fortnum & Mason
website.
Be cautious buying discounted/short-dated food online — check the product page carefully for an explicit "consume by" or best-before date before purchasing, since packaging dates aren't visible until the item arrives. If it's not clearly stated on the page, it's worth asking the retailer directly before buying, or avoiding discounted perishable items altogether unless you can use them within days.
July 20, 2026
Unprompted review
Reply from Fortnum & Mason
Dear PH,
We are truly sorry to hear about the issues you encountered with your online order.
Your feedback is valuable to us, and we will address these concerns to ensure a better experience for all our customers.
Please kindly reach out to us via our Email Form here (https://support.fortnumandmason.com/hc/en-gb/requests/new), with your order number or receipt, quoting reference Trustpilot #2348260, and we would be happy to look into this for you.
We hope that we can resolve the issues you have experienced and restore your faith in Fortnum's.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Dear Anne,
Thank you for taking the time to share your positive experience with us!
We are delighted that you continue to enjoy our products and that your order arrived promptly. We trust the contents were thoroughly enjoyed!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us, and we hope to receive your custom again soon.
Fortnum & Mason Customer Services
Sense of occasion
Lovely gifts, beautifully presented: packaged and wrapped. A real sense of occasion to receive and open the box.
July 3, 2026
Reply from Fortnum & Mason
Dear Jude,
Thank you for taking the time to share your positive experience with us!
We are delighted that the beautiful presentation and wrapping made opening your gifts feel like a truly special occasion. We hope they brought plenty of joy!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us, and we hope to receive your custom again soon.
Fortnum & Mason Customer Services
As always easy to buy online and prompt…
As always easy to buy online and prompt delivery with updates along the way.
June 29, 2026
Reply from Fortnum & Mason
Dear Jonathan,
Thank you for taking the time to share your positive experience with us!
We are delighted that ordering online was simple and your delivery arrived promptly, with helpful updates throughout its journey. We look forward to future custom!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
Nothing less than all-round excellence
Super-smooth ordering and delivery. Thoughtful eco packaging and cool packs. Delectable food.
June 26, 2026
Reply from Fortnum & Mason
Dear Penelope,
Thank you for taking the time to share your positive experience with us!
We are delighted that everything impressed, from the seamless ordering and delivery to our thoughtful packaging and delectable food. We hope to welcome you back again soon for more extra special treats!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
Love Fortnums for anything that little…
Love Fortnums for anything that little bit special
July 2, 2026
Reply from Fortnum & Mason
Dear AS,
Thank you for taking the time to share your positive experience with us!
We are delighted that Fortnum’s is your choice whenever you are looking for something a little extra special. We hope to welcome you back again soon!
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum & Mason Customer Services
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