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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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
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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
Asks customers to review
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Products beyond expectation & service…
Products beyond expectation & service to match. Thank you
July 7, 2026
Reply from Fortnum & Mason
Dear Ryan,
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
My mum absolutely loved her birthday…
My mum absolutely loved her birthday gifts, thank you for making it special for her with the wrapping and hamper. Will be using again for sure.
July 7, 2026
Reply from Fortnum & Mason
Good afternoon,
Thank you for taking the time to share your positive experience with us!
We are delighted your mum loved her birthday gifts and that the beautiful wrapping and hamper helped make her celebration extra special. We look forward to being part of more of your special moments in the future.
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
Omitted the birthday message
Mostly fine, the product was good, delivered on time. But it was missing the birthday message so the recipient didn’t know I’d sent them a birthday gift. Hence 3 stars as I think that’s a pretty big fail
July 7, 2026
Reply from Fortnum & Mason
Dear Caroline,
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 will be reaching out to you to discuss the situation and make things right.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Dear Jörg,
Thank you for taking the time to share your positive experience with us!
We are delighted that you enjoyed your Fortnum & Mason experience 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
Great gift
Great gift. My fiends truly appreciated the hamper and the contents! They loved receiving the present.
July 7, 2026
Reply from Fortnum & Mason
Dear Simon,
Thank you for taking the time to share your positive experience with us!
We are delighted your friends enjoyed their hamper and all its delicious contents. We hope it made the occasion even more special!
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 Stanley Katz,
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 MN,
Thank you for taking the time to share your positive experience with us!
We are delighted that everything was perfect once again and truly appreciate your continued custom. We look forward to welcoming you back 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
Easy website to order products
Easy website to order products, quick delivery too. As expected from Fortnum & Mason.
June 29, 2026
Reply from Fortnum & Mason
Dear L B,
Thank you for taking the time to share your positive experience with us!
We are delighted that you found our website easy to navigate 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
Easy to order and quick delivery
Easy to order and quick delivery.
Biscuits were delicious as usual.
June 30, 2026
Reply from Fortnum & Mason
Dear Mia,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you found our ordering process easy and that your delivery arrived quickly. It is also wonderful to know that you enjoyed the biscuits and found them as delicious as usual.
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 Ruth,
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 with our brand.
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.
Not enough staff and staff present…
Not enough staff and staff present seriously rude - given the premium pricing customers should expect to be served quickly and efficiently and spoken to politely. I went into the F&M store at St Pancras today to buy some presents. Apart from the security staff there was only one member of staff in the whole shop who manned the till. She was overwhelmed by the number of queuing customers and also struggled with a refund. Two people left the queue without buying their products (with one muttering that this had been the second time he had tried to purchase something). After I had finally paid I encountered two staff coming from a backroom. I told the staff member coming towards me that the lady at the till needed help and was told in a surprisingly aggressive manner that this was not his problem and that the other staff member was on her way to the till. Surprised about his outburst I pointed out that as he wore a F&M polo shirt it was not unreasonable for me to address him and he answered again very rudely that he had nothing to do with the till. Needless to say he refused to provide me with his name. Will not buy there again.
Addendum: whilst I appreciate the quick response it seems written by a robot as it refers to an online purchase when my review was all about my instore experience! Says it all about how important ( not) the customer service is for Fortnum & Mason.
July 21, 2026
Unprompted review
Reply from Fortnum & Mason
Dear SB,
Thank you for updating your review.
We are very sorry that our Trustpilot response felt impersonal and referred to an online purchase when your review concerned an in-store experience. Our request for customers to email us is based on a standard Trustpilot template, with amendments where appropriate, as many customers have order numbers connected to their visit to store also. However, we fully appreciate that your experience may relate solely to our store without order number.
Please email us, quoting Trustpilot reference #2349658, and mark your message for the attention of Ben in the Escalations Team. We assure you that your concerns will be carefully reviewed and investigated with the appropriate departments.
Fortnum & Mason Customer Services
Hampers from Fortnum's
I’ve ordered a few hampers from Fortnum & Mason, including Christmas and birthday options, and they always feel truly special. The presentation is excellent, the contents are high quality, and they make a really impressive gift for any occasion.
The Christmas hampers are especially festive and thoughtfully put together, while the birthday hampers have that same luxury feel with a more personal touch. Everything arrives beautifully packaged, so it feels like a premium experience from start to finish.
Overall, I’d definitely recommend Fortnum & Mason if you want a hamper that feels elegant, generous, and memorable.
December 19, 2025
Reply from Fortnum & Mason
Dear Al Patel,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you have enjoyed the hampers you have ordered from Fortnum & Mason, including both our Christmas and birthday selections. It is wonderful to know that you found the presentation excellent, the contents of high quality, and that they made such impressive gifts for special occasions.
We are especially pleased to hear your kind comments about our festive Christmas hampers and our luxurious birthday hampers. Knowing that the thoughtful curation, premium packaging, and overall experience have consistently met your expectations 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
A rather poor experience with afternoon…
A rather poor experience with afternoon tea.
July 8, 2026
Unprompted review
Reply from Fortnum & Mason
Dear Sam,
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 2349648, 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
Item arrived on time in perfect…
Item arrived on time in perfect condition and was a present that the recipient was delighted with.
July 7, 2026
Reply from Fortnum & Mason
Good Afternoon Christine,
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.
The joy of repurceiving the parcel swiftly…
The joy of receiving the parcel swiftly and passing the contents onto friends who ere equally delighted with their gifts
June 30, 2026
Reply from Fortnum & Mason
Good Afternoon Susan,
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.
Gift purchasing made easy
Easy online ordering experience, great products with gift messages included. Great on time delivery and very well packaged the quality you would expect from such a high end retailer.
July 7, 2026
Reply from Fortnum & Mason
Good Afternoon Paul,
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.
Beautiful, high quality gifts that last
A beautiful, unique new baby present - the gift of reading never gets old. The recipient was delighted
June 30, 2026
Reply from Fortnum & Mason
Good Afternoon Vanessa,
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.
Reply from Fortnum & Mason
Good Afternoon Pamela,
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.
Good selections and was glad to find…
Good selections and was glad to find items suited to the lifes circumstance i was trying to purchase for
July 7, 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 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 afternoon tea biscuits & wine
Lovely afternoon tea biscuits & wine, very well wrapped & arrived quickly. Excellent, thank you.
July 7, 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 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.
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