As a loyal Dukeshill customer (for many years), who has purchased hundreds of pounds of meats, cheeses and luxury hampers, I recently made a £234.00 GBP order (purchased on Sunday the 30th March 2025) for Easter, with Dukeshill and I booked a calendar date for the delivery on Thursday 17th April 2025 (as agreed). However, I received a mobile voice message from Dukeshill on Wednesday 16th April @ 3.38pm stating that they could not supply the mash potatoes I had ordered and they would refund my account. I was also informed at 07:00hrs, on the 17th April, by email, that my Dukeshill parcel would be delivered by 09:01-10:01am that day (which I received at 9:03am). However, when I opened the parcel the Whole Bone-in Leg of Lamb ×1 2kg £49.95 was not in the parcel. I contacted Dukeshill Customer Services immediately at 09:30hrs to inform them that the Leg of Lamb, I purchased especially for Easter, was missing from the parcel. I actually had to call Customer Services three times that morning because their phone connection was faulty. Finally, I spoke to one of their advisors who could only say that she understood how disappointed I felt and suggest that they would refund my account. As they had no further delivery times over the Easter Weekend, she also said that they could not replace the missing Whole Bone-in Leg of Lamb ×1 2kg £49.95 that I had purchased, in time for Easter. I informed Customer Services that I was very disappointed with this poor communication (leaving a voice message on my mobile on the Wednesday to say that they did not have the potatoes and had to refund me). DukesHill states that if they cannot fulfil your order, they will offer a replacement (which they had not done). I was also very disappointed with the poor Customer Service at Dukeshill as they expect their customers to pay for the goods immediately (in good faith) when the order is placed and expect customers to choose a delivery date from a limited delivery calendar, only to find (too late in my case) that their order has not been fulfilled. If I am paying for quality products for a holiday celebration, I expect to receive them. For this reason I will find another supplier for my holiday food.
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