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.
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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
