Review Time
I have to say that I was sceptical about the delivery of a gift from Donald Russell but it arrived on time. Their service could be improved if they confirm the order immediately after the order is processed. Secondly, let you know when they take the money. Just make it easier to buy from them.
Their answering machine said waiting time one minute but they never answered the phone. Ingavebupbafter ibtried twice. Someone ought to streamline the working practices for them.
I have to say that I was sceptical about the delivery of a gift from Donald Russell but it arrived on time. Their service could be improved if they confirm the order immediately after the order is processed. Secondly, let you know when they take the money. Just make it easier to buy from them. Their answering machine said waiting time one minute but they never answered the phone. Ingavebupbafter ibtried twice. Someone ought to streamline the working practices for them.
Used a birthday gift certificate and made an order of £57. Amongst the order were some gammon steaks. We tried one pack a few days ago and they were virtually inedible due to salt. I emailed to let them know and have heard nothing. Not after anything but just thought they should know. Disappointed they couldn't even bother to acknowledge my observations. The meats weren't cheap and to be honest I think overpriced.
Have had 4 orders that consisted of steak mince fillet steak medalions,pork fillet medalions,belly pork joint(1kg ) pork loin chops , pork sausage Cumberland sausage lamb saddle joint, this is to name just a few of the items I have tried they were all excellent very lean next to nothing fat content and tasted amazing. Just had the chefs prepared meals lamb mousaka the taste was gorgeous and no grease at all . Will definitely now buy my mousaka from here may cost a bit more but you definitely pay for a high quality item and that is what you get
I have placed quite a few orders with Donald Russell over time, but unfortunately this will now be my last.A recent order included diced fillet steak which was extremely poor quality. Fillet should be tender with a delicate flavour, but this was excessively tough and chewy, with none of the melt-in-the-mouth texture you would reasonably expect — especially at a premium price point. The taste was also disappointing.I emailed to raise this complaint and received no response or even an acknowledgement. I also attempted to contact customer service by phone and email on multiple occasions regarding both the poor quality meat and subsequent issues, but no one answered and no one replied.Most recently, I discovered that my latest order arrived missing the turkey parcels altogether, and I have still not been refunded for them.The combination of substandard product quality, missing items, lack of refund, and completely unresponsive customer service is unacceptable. After placing several orders previously, it’s extremely disappointing that this is how matters have been handled.Sadly, I won’t be ordering again.
It was an awful experience. 0 if I could. I ordered for 25 people frozen food so it has to arrive the day before. I called them the day before to confirm and nothing was mentioned about the missing items. Next day only half the food arrived. Which was pointless. Had to order pizzas. Also had to throw away half of the defrosted food. No refund was given for that. Not even a gift voucher towards next order!
I've been using Donald Russell for many years -their steaks really are excellent, if expensive. Trouble is, their reliability and customer service standards seem to have slipped. I ordered £200+ of steaks in November; and half was delivered on-time for Christmas, without a delivery note or message, and with half the order missing. No advice, no apology, nothing to say why. I rang - and it seemed to be my fault that they were out of stock - no apology was given just "We're out of stock". I was advised "They should be back in stock late January". I had to agree to a credit on my account, but was told "We'll let you know when they are back in stock"; they did not. I called today and told "they are back in stock and you agreed a credit", i.e. we are waiting for you to do something. I was asked why I'm unhappy that they did not, as promised, let me know about restocking and was told "we didn't know they were in stock". I have ordered replacements but am disappointed with unreliability and customer service. What has gone wrong when they were so good for years?
I wanted to order some meat and heard DR are meant to be good but read reviews on here about customer service. I tried to phone to ask a question and after 8mins46 secs I gave up.I don’t order from a company who I can’t contact by phone.
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Based in Aberdeenshire, a region renowned for its high quality produce, Donald Russell is an award-winning fine food specialist and supplier to some of the world’s top restaurants.
Enjoyed by customers all over the UK, their passion for great-tasting food has earned them the status of Royal Warrant holder for almost 50 years and 34 Great Taste awards, as judged by discerning Food Critics.
Their extensive range includes grass-fed British beef and lamb, locally landed seafood, fully prepared meals and much more.See more
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