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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Review summary
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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
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Very nice
Delivered on time and packed well. Used this for a raffle prize for a local school to raise money. Money well spent.
7 July 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.
7 July 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.
30 June 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
30 June 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!
.
30 June 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
30 June 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.
7 July 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
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
Products beyond expectation & service…
Products beyond expectation & service to match. Thank you
7 July 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.
7 July 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
7 July 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.
7 July 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.
29 June 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.
30 June 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.
21 July 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
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