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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
Company replied
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
Company replied
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
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very easy online ordering
Very easy online ordering. Updates and delivery on time. Thank you.
July 7, 2026
Reply from Fortnum & Mason
Dear Norma,
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 and welcome your feedback on our communication.
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
My order was well packed
My order was well packed, great gift for the teachers. Thank you
July 1, 2026
Reply from Fortnum & Mason
Good Afternoon Aga,
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 and welcome your feedback on your order.
If you ever need further assistance, please do not hesitate to let us know. Thank you again for shopping with us.
Fortnum and Mason Customer Services.
Lovely place to visit shop and dine.
Lovely place to visit shop and dine.
Great ambience and helpful staff.
July 1, 2026
Reply from Fortnum & Mason
Dear RR,
Thank you for taking the time to share your positive experience with us!
We are delighted you enjoyed shopping and dining with us, and that our welcoming atmosphere and helpful colleagues made your visit so enjoyable. 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
Love F&M always
Love F&M always! The products are amazing and the staff are always so helpful.
July 8, 2026
Reply from Fortnum & Mason
Dear Nosheen,
Thank you for taking the time to share your positive experience with us!
We are delighted that you love our products and consistently receive such helpful service from our team. We look forward to welcoming you back to Fortnum’s 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
I was very happy to receive my hamper…
I was very happy to receive my hamper and even during the heatwave you manage to deliver delicious chocolate. I cannot wait to go to the London store in November for my birthday ( reservation made at the Jubilee Salon ) always a happy customer !
July 8, 2026
Reply from Fortnum & Mason
Dear Angele,
Thank you for taking the time to share your positive experience with us!
We are delighted that your hamper arrived safely and that the chocolates remained delicious despite the heatwave. We look forward to welcoming you to our Piccadilly store and the Jubilee Salon for your birthday celebrations in November!
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 Alan,
Thank you for taking the time to share your positive experience with us!
We are delighted that you continue to receive the high standard of service you expect from Fortnum’s and look forward to welcoming you 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
Reply from Fortnum & Mason
Dear Kelly,
Thank you for taking the time to share your positive experience with us!
We are delighted you enjoyed another pleasant shopping experience with us and look forward to welcoming you back soon for more delights!
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 Olav,
Thank you for taking the time to share your positive experience with us!
We are delighted that ordering was easy, delivery was speedy, and everything tasted delicious. We hope you enjoy another Fortnum’s treat 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
Love all the products I ordered good…
Love all the products I ordered good quality and well packaged.
I feel you can trust f/m.
July 7, 2026
Reply from Fortnum & Mason
Dear Anne,
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 and welcome your feedback on the quality of our products.
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
As always superb products
As always superb products, service and presentation. Thank you.
July 7, 2026
Reply from Fortnum & Mason
Dear Katie Thomas,
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 and that you are enjoying our products.
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 Ian,
Thank you for taking the time to share your positive experience with us!
We are delighted you found ordering easy and received such great service. 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
Very nice
Delivered on time and packed well. Used this for a raffle prize for a local school to raise money. Money well spent.
July 7, 2026
Reply from Fortnum & Mason
Dear Chris,
Thank you for taking the time to share your positive experience with us!
We are delighted your order arrived on time and beautifully packed. It is wonderful to hear it was used as a raffle prize to support your local school, and we hope it helped raise plenty of funds for such a worthwhile cause!
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
Great service as always.
July 7, 2026
Reply from Fortnum & Mason
Dear Annette,
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
The gift was delivered on time and the…
The gift was delivered on time and the recipient was delighted.
The whole process was easy.
June 30, 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 happy with the service provided and that the gift was well received.
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
Easy to use platform lots of choices
Easy to use platform lots of choices
Great categories
June 30, 2026
Reply from Fortnum & Mason
Dear Lynn,
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 and welcome your feedback on our website navigation.
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
Best service
Best service, no fuss about rural Scottish delivery, no additional charge for being 20 mins from a major city. Bought a hamper as a gift, goods were consistently excellent quality and thoughtfully selected for the event indicated. Top recommendation, peace of mind and trust on special occasions gifts are so worth it!
.
June 30, 2026
Reply from Fortnum & Mason
Dear Fiona,
Thank you for taking the time to share your positive experience with us!
We are delighted that your hamper arrived smoothly and that its contents were thoughtfully suited to the special occasion. Your recommendation is appreciated, and we look forward to helping you celebrate many more memorable moments!
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
Amazing experience with the concierge…
Amazing experience with the concierge team. There was an issue but was fixed right away and delivery was so fast to Australia
June 30, 2026
Reply from Fortnum & Mason
Dear Kose,
Thank you for taking the time to share your positive experience with us!
We are delighted our Concierge team resolved the issue so promptly and that your order reached Australia so quickly. We hope your next experience with Fortnum’s is just as exceptional!
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
Mum loved her hamper !
The hamper I sent to my Mum for her birthday was exceptional. Very high quality and a nice range too. The reason why you didn't get 5 stars was just the complexity of completing the order, which may have been in part due to my own online banking. The hamper itself was perfect.
July 7, 2026
Reply from Fortnum & Mason
Dear Chris Dyson,
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 and that the gift was well received.
We have made a note of your comments regarding the checkout issue and will share your feedback with the relevant department for internal review.
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
Thoughtful service
Thoughtful service, on time delivery, wonderful in-person experience.
July 1, 2026
Reply from Fortnum & Mason
Dear S Smith,
Thank you for taking the time to share your positive experience with us!
We are delighted that you enjoyed our thoughtful service, prompt delivery and your visit to Fortnum’s. 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.