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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Review summary
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What people talk about most
Reviews shaping this summary
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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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.
28 July 2026
Unprompted review
Reply from Fortnum & Mason
Dear Irene,
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 kindly update your review stating your 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
I love gifting the hampers as presents
I love gifting the hampers as presents.
The quality of items in baskets are amazing.
14 July 2026
Reply from Fortnum & Mason
Good Evening Rita,
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.
Great place for a special gift!
I visited the online store looking for a special 50th Birthday gift. However, I couldn't decide, so I purchased a gift card instead. It arrived quickly and very well packaged. I'm very impressed with the ease of navigating the site, ease of purchased and delivery. I would recommend Fortnum and Masonsl's online store.
7 July 2026
Reply from Fortnum & Mason
Good Afternoon Shirley,
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.
Great product delivered on time
14 July 2026
Reply from Fortnum & Mason
Good Afternoon David,
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.
I bought a wedding gift for a family…
I bought a wedding gift for a family member, delivered on time
7 July 2026
Reply from Fortnum & Mason
Good Afternoon Aseel,
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.
It’s for a gift to my friend in USA
It’s for a gift to my friend in USA. She loves the brand
14 July 2026
Reply from Fortnum & Mason
Good Afternoon Mrs. Young,
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,
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.
I am a great fan and advocate of…
I am a great fan and advocate of Fortnum & Mason and have been for many many years.
However, the AI system that is currently being utilised to 'help' with online ordering & queries I found to be nothing short of diabolical, frustrating and ignorant!!
I can only assume that it did not send any of my messages of request to a human chain that could actually help. I wanted to order some Rose petal jelly for my mother's 90th birthday. It was out of stock and indicated that I could be sent a message when it was back in stock by pressing button below. The button did not work. I was forced to use the AI help bot. It did not help at all. It merely made other suggestions for Rose related products and asked if it could help me further!!
I sent an email instead and guess what?!... I got an AI response with all the same information and never a touch of a human response at all.
As Luck would have it, 2 days before the birthday I decided to check online again ... and there was the jelly in stock!
I proceeded to order 2 jars of it, another one including prosecco, 2 packets of tea and 2 bars of soap. This order went through perfectly, just as with past orders and with all the 'grace & favour' I expect from F&M. The parcel arriving 2 days after the birthday just served to prolong the celebrations so it wasn't a big problem.
Imagine what this review would have been like had AI not been involved --- or indeed if it had just done as requested and been able to inform me when the stock was replenished. If only that button had worked!!
I had spent around 90 minutes that I did not have at about 2am with the initial, totally unsuccessful and stressful search & request. The final search & placement of order took around 20 - 30 minutes.
I cannot believe I am only giving a one star rating ... and it is only because of the AI involvement --- without that it would be 5 star!
Please review and either boot off or finely tune your currently rubbish robot!!
14 July 2026
Reply from Fortnum & Mason
Dear Lily,
Thank you for taking the time to share your positive experience with us!
We are delighted to hear that your order arrived quickly, was well packaged, and met your expectations in terms of quality. It is wonderful to know you are pleased with your purchase.
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 communication and order arrived…
Great communication and order arrived on time, very pleased; will use this service again in the future.
19 June 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 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,
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 gift voucher is presented…
The gift voucher is presented beautifully. It was easy to do on line and arrived promptly.
10 July 2026
Reply from Fortnum & Mason
Good Afternoon Tracy,
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 product broke
The way the crockery was packed, with the pieces placed directly against each other, caused several items to break.
29 June 2026
Reply from Fortnum & Mason
Good Afternoon Carolina,
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 try to make things right.
Fortnum & Mason Customer Services
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