Goodness gracious me!! When they say “Whoppalossus” that really is what they mean!! We wanted a little post honeymoon treat and chose a biscuit! (I know right!) Not any ordinary biscuit though, but... See more
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For a friend's birthday I put together F&M items not usually bought. Treats. Everything arrived on time and beautifully packaged, It was all as expected, except for one item in a jar that had a consu... See more
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Every Fortnum & Mason purchase I have made has been the loveliest experience. I have been so excited each time I open the box (even though I know what is on the way). All of my items were there,... See more
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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 sit... 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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Product was near its expiration date
I received a product (cookies) that was nearing its expiration date—August 2026—and I received them in July 2026. I contacted customer support, but they simply wrote "we're sorry" and stopped responding to my messages; there was no compensation, nothing... I am disappointed.
7 July 2026
Reply from Fortnum & Mason
Dear Maryna,
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 please could you update your review to include your WEB order number, and we would be happy to look into this for you.
We hope that we can resolve the issues you have experienced and help restore your faith in Fortnum's.
Fortnum & Mason Customer Services
Hamper processes failed
I ordered the champagne celebration hamper and I must admit it was an interesting experience.
I did not get an update on delivery therefore I was not in when the hamper arrived, which caused quite a lot of stress that I did not need at the time. Apparently, I was meant to get a notification but the process failed. I had even tried reaching out to Fortnum and Mason on the morning of the delivery to understand when the package would arrive, but the people I talked to on the phone could not tell me and the next thing I know I had a phone call saying the package was outside (I was not in).
Further to this the cheese platter was missing from my hamper when it was delivered and I felt the internal packaging was not good enough as the food was all over the place.
I think you expect a premium product which I’m just not convinced this is. Now I love Fortnum and Mason and will continue to use them (in shop only) however not for hampers, as I think they just don’t seem to get it. I’m actually sad to be given them such a low score.
Edit: order number was #WEB013914336. Just realised didn’t get the ‘thins’/crackers either!
28 July 2026
Unprompted review
Reply from Fortnum & Mason
Dear Matt,
Your feedback is very important to us and we are truly sorry to hear of the issues you have faced with your order and the frustration that this has caused.
We have located your previous correspondence, and we are pleased to see that the matter has been resolved for you.
If you ever need further assistance, please do not hesitate to contact our customer services team. Thank you again for shopping with us.
Fortnum & Mason Customer Services
Reply from Fortnum & Mason
Good morning,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you had another excellent experience with us. It is wonderful to know how much you love Fortnum & Mason, and we truly appreciate your continued support.
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 morning,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you found our online ordering process easy and straightforward.
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
Lovely item and packaging
10 July 2026
Reply from Fortnum & Mason
Good morning,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with our products and the packaging.
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 morning,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you all our teas and especially our Japanese tea.
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 Nirmala,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the excellent products and the excellent service 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
Brought a smile to my face
Everything arrived on time and well wrapped. The iced biscuits brought a great deal of pleasure to my friend on her birthday 🎈
14 July 2026
Reply from Fortnum & Mason
Dear L Holloway,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that your friend was happy with her Birthday gift you gave her, and that the order arrived on time and was well wrapped.
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
Delivery when it was promised
7 July 2026
Reply from Fortnum & Mason
Dear Andrew,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that your order was delivered on time and safely, as promised.
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
Had a delivery issue ordering from UK…
Had a delivery issue ordering from UK to US website. Website is confusing showing dates that is not possible for them to deliver international. So frustrated, coz its a birthday gift.
7 July 2026
Reply from Fortnum & Mason
Dear Mrs Janneth Estabillo Baroma,
Your feedback is very important to us and we are truly sorry to hear of the issues you have faced with your order and the frustration that this has caused.
We have located your previous correspondence and we have just sent you a follow-up email on this matter.
If you ever need further assistance, please do not hesitate to contact our customer services team. Thank you again for shopping with us.
Fortnum & Mason Customer Services
A special gift for a special…
Needed a special gift for a special occasion and Fortnum’s offered the perfect personalised solution which they delivered too. A one stop perfect solution
14 July 2026
Reply from Fortnum & Mason
Dear Ranu,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you could put your trust in us for your special gift and we were able to provide you with a personalised solution, with a safe delivery too.
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 Sandy,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the product and services 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 tea is amazing
The tea is amazing! Your process is easy to use.. you let me follow the package. The delivery was outstanding. It was on time and the package was well cared for.
14 July 2026
Reply from Fortnum & Mason
Dear Linda,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you are enjoying our tea, and that you found the ordering process easy to use. It is also wonderful to know that you were able to track your package and that your delivery arrived on time and in perfect condition.
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
Quick and smooth order process and…
Quick and smooth order process and shipment. All products are so good.
7 July 2026
Reply from Fortnum & Mason
Dear Steven,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you found the order process and shipment quick and smooth, and that you were pleased with all of the products you 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
Delicious treats from the name in UK…
Delicious treats from the name in UK gifting. Got a selection of items - all amazing. Packed perfectly and arrived undamaged. Would order again!
19 November 2025
Reply from Fortnum & Mason
Dear JB,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you enjoyed your selection of delicious treats, that everything arrived perfectly packed and undamaged, and that you would happily order from us again.
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 service from purchase to…
Perfect service from purchase to delivery .Wonderful items, well packaged .
14 July 2026
Reply from Fortnum & Mason
Dear Fay,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you received perfect service from purchase through to delivery, and that you were pleased with your wonderful items and the care taken in packaging them.
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
Royal Blend was more broken than…
Royal Blend was more broken than expected, but still smooth and enjoyable. Smoky Earl Grey was a wonderful surprise—distinctive, balanced, and beautifully aromatic.
7 July 2026
Reply from Fortnum & Mason
Good morning,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you still found it smooth and enjoyable. It is also wonderful to know that the Smoky Earl Grey was such a pleasant surprise and that you enjoyed its distinctive, balanced, and beautifully aromatic character.
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
Order was straight forward as usual…
Order was straight forward as usual .Delivery the same .Satisfied.
14 July 2026
Reply from Fortnum & Mason
Good morning,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that placing your order was straightforward as usual, that your delivery arrived just as smoothly, and that you were satisfied 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
Positively perfect in every way
Positively perfect in every way! From choosing to receiving my delivery was a breeze and the Fortums umbrella was a gift for my niece who loves it. Thank you
14 July 2026
Reply from Fortnum & Mason
Dear B Parkes,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that choosing and receiving your delivery was a breeze, and that the Fortnum's umbrella made such a wonderful gift for your niece. It is lovely to know that she loves it.
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
It would have been no stars if there…
It would have been no stars if there was an option. I genuinely thought I would give F&M another go but sadly let down again. Today was my nephew’s 25th Silver Wedding Anniversary. I specified, and paid extra, for a delivery today but absolutely nothing delivered. Called Customer Service who said they would send another tomorrow. I explained that my nephew might be working and it is not TODAY, his Silver wedding anniversary! The caller was trying to blame DPD but said she would definitely get a F&M Manager to call me tonight. Yes, you have guessed it, no call. I am writing this now as I guess it will be me chasing tomorrow. F&M’s promises are not false and more than disappointing. Ref WEB013962303 and still no phone back as was promised!
28 July 2026
Unprompted review
Reply from Fortnum & Mason
Dear Irene,
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 via email to help rectify the situation and make things right.
Fortnum & Mason Customer Services
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