The environment was welcoming, but they definitely specialize in coffee more so than tea. I purchased an Apricot flavored black that was very very good, I might go back, but probably if I was looking to purchase coffee as a gift rather than to get more tea.
I went on a Saturday and there were quite a few other customers. Although they had a large variety, the store was very crowded. I settled on Apple Pie decaf for my father & a tropical herbal for myself. Their customer service was subpar and it was actually difficult to get the attention of anyone working. After I got home and tried them, they were alright but definitely nothing special.
I had the opportunity to have high tea at Fortnum & Mason while I was in London last month and it was phenomenal. Their service at high tea was lovely and they made sure we had plenty of scones, sandwiches, and tea to satisfy us. After finishing up our tea, we had some time to browse the ground level where they sell their teas as well as their teaware level. Generally, the prices are fairly high (I purchased 2 of the sample size sets – Flavored Blacks and Fortnum & Mason Famous Teas) but I have loved each and every one of the teas I purchased. Very very high quality and I will have to make a point to stop by if I ever find myself in London again!