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
- #47 of 69 best companies in Corporate gift supplier
- #30 of 44 best companies in Coffee shop
- #2 of 3 best companies in Biscuit Shop
- #12 of 17 best companies in Gift basket shop
- #253 of 375 best companies in Gift shop
- #27 of 32 best companies in Tea Shop
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
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Never again
Delayed delivery, wrong delivery address, damaged goods, terrible customer service.
9 July 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Goods arrived when promised and my son…
Goods arrived when promised and my son was delighted with the chocolate and biscuits.
9 July 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 your items arrived on time, as promised and that your Son was delighted with the chocolates and biscuits you gifted him.
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.
Helpful knowledgeable staff that are…
Helpful knowledgeable staff that are always happy to help.
2 July 2026
Reply from Fortnum & Mason
Good Afternoon Julie,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you found our staff member that assisted you to be knowledgable and always happy to help.
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.
Fortnum & Mason fan for life!
Ever since I got my first taste of a Fortnum & Mason tea, I never looked back. I refuse to buy anything else now. Wonderful selection, incredible flavors, fast shipping overseas and in Europe.
9 July 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 been happy with the wonderful selection, incredible flavours, and fast shipping to Europe too, for our Fortnum & Mason tea.
If you ever need further assistance, please do not hesitate to let us know. Thank you once again for shopping with us and being a loyal customer.
Fortnum and Mason Customer Services.
Great company
The website is very user friendly and ordering online was straightforward.
My order was a gift for someone and it arrived in good time and in good condition. I was kept well informed once the delivery was in its way.
Well done.
2 July 2026
Reply from Fortnum & Mason
Good Afternoon Beverley,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the ease of use of our website and that you could trust us when ordering a thoughtful gift. We welcome your feedback on the prompt delivery updates too.
If you ever need further assistance, please do not hesitate to let us know. Thank you once again for shopping with us.
Fortnum and Mason Customer Services.
Creating my own hamper
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 consume date of three weeks which I hadn't expected.
9 July 2026
Reply from Fortnum & Mason
Good Afternoon Sarah,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with our bespoke hamper service, and that everything arrived on time and beautifully packed. We welcome your feedback on short-dated item in your order, which was a surprise.
We have made a note of your comments regarding the jar included in your bespoke hamper and we 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
Printing on basket
Food and contents were great. Delivery was prompt. Was a little disappointed with the letter on basket it was not well done.
2 July 2026
Reply from Fortnum & Mason
Dear Mrs Aileen Smith,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the food and contents in your order and that the delivery was prompt. We welcome your feedback on the letter printed on our wicker basket.
We have made a note of your comments regarding letter printed on the wicker basket, 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
fast service
9 July 2026
Reply from Fortnum & Mason
Good Afternoon Louise,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the fast service provided.
If you ever need further assistance, please do not hesitate to let us know. Thank you once again for shopping with us.
Fortnum and Mason Customer Services.
Great products and general service
Great products and general service, not so great is no alcohol sales to Northern Ireland. There is ways to trade with Northern Ireland even for alcohol but Fortnums seem to ignore that!
9 July 2026
Reply from Fortnum & Mason
Good Afternoon Derek,
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 the great products offered. We welcome your feedback on the alcohol sales to Northern Ireland.
We have made a note of your comments regarding alcohol sales to Northern Ireland, 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
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 great service provided and we welcome your feedback the products too.
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.
Great customer service
Great customer service. Love being a member of F&M and the benefits we get. Also makes me look at their products more both in store and online.
2 July 2026
Reply from Fortnum & Mason
Good Afternoon Catherine,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with the great customer service provided and we thank you for your kind words with regard to being a happy Friends of Fortnum member and the benefits associated.
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.
it was a gift for my nephews wedding…
it was a gift for my nephews wedding and he was delighted with it .It arrived on time and F&M sent me a photo of the delivery .
8 July 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 gift purchased for your cousins wedding. We are also glad it arrived on time and you were kept informed throughout the whole delivery process.
If you ever need further assistance, please do not hesitate to let us know. Thank you once for again for shopping with us.
Fortnum and Mason Customer Services.
Product excellent
Product excellent. Delivery excellent.
My only concern was packaging – two small articles wrapped in a large box. It may be cost-effective, but not very green.
2 July 2026
Reply from Fortnum & Mason
Good Afternoon John,
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 delivery service. We thank you for your feedback with regard to the amount of packaging used. We will make note of this and it will be raised 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 and Mason Customer Services.
Excellent product and great experience…
Excellent product and great experience from start to finish. I'm very happy with my purchase and would definitely recommend it to others.
10 December 2025
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 products ordered and the great overall experience.
If you ever need further assistance, please do not hesitate to let us know. Thank you again once for shopping with us.
Fortnum and Mason Customer Services.
Each item i ordered was in fact a gift…
Each item i ordered was in fact a gift for my good friend he is delighted when I present the gifts to him,and in fact he displays the various items,in their tins on top of his freezer in his kitchen.
2 July 2026
Reply from Fortnum & Mason
Good Afternoon Elaine,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you and your recipient were happy with the gifts ordered, and that you could count on us for such a special moment.
If you ever need further assistance, please do not hesitate to let us know. Thank you again once for shopping with us.
Fortnum and Mason Customer Services.
Never shop online with that store
Never shop online with that store! To receive your online order, you will have to contact customer service and start a lengthy communication with them about why you haven't received the order. To get a refund for the returned goods, you will have to contact customer service AGAIN and start a lengthy communication about why you haven't been refunded after three weeks from confirmed delivery and receipt of the returned goods, only to be told that they are INVESTIGATING. Still waiting for the refund. Unbelievably poor service for such a high-end establishment.
23 July 2026
Unprompted review
Reply from Fortnum & Mason
Dear Sir/Madam,
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 you can update your Trustpilot review stating your WEB order number, and we would be happy to look further into this for you.
We hope that we can help resolve the issues you have experienced and restore your faith in Fortnum's.
Fortnum & Mason Customer Services
Excellent service from Fortnum & Mason
Excellent service from Fortnum & Mason. I placed an order, unfortunately one of my products I ordered was out of stock, I was credited the delivery charges automatically and once my order was back in stock they kept me fully informed and delivered it. Well done and thank you.
9 July 2026
Reply from Fortnum & Mason
Good Afternoon Alison,
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 customer service provided and that you were kept informed throughout the whole process.
If you ever need further assistance, please do not hesitate to let us know. Thank you again once for shopping with us.
Fortnum and Mason Customer Services.
Very easy to negotiate the website and…
Very easy to negotiate the website and arrange delivery
2 July 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 found it easy to navigate our website and arrange for the delivery date you wanted.
If you ever need further assistance, please do not hesitate to let us know. Thank you once again for shopping with us.
Fortnum and Mason Customer Services.
Reply from Fortnum & Mason
Good Afternoon Ms DQ,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that you were happy with your recent order it was just as described.
If you ever need further assistance, please do not hesitate to let us know. Thank you once again for shopping with us.
Fortnum and Mason Customer Services.
Reply from Fortnum & Mason
Good Morning Karan,
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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