Donald Russell
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Order was not delivered for really special family bbq
We decided to push the boat out and buy celebration BBQ food from Donald Russell and we was pleased with the introductory offer. We chose the day before the BBQ for the delivery Saturday so we could keep the meat cold in the packaging until Sunday. However delivery was cancelled by the courier over email half hour before it was scheduled. And 1 minute before their customer service closed for the bank holiday weekend (conveniently). The new delivery was set as Tuesday. Two days after we needed it. We had to rush out trying to buy lots of BBQ meat at really short notice! On Monday Donald Russell opened so we could speak to someone. The staff member apologised and offered a replacement or refund. We opted for a refund as we didn't require such a large amount of BBQ food now. The courier company stilled turned up Tuesday despite us being assured this would be cancelled. Then we received an email which stated order had been delivered. It had in fact been turned away. Most disappointing was that we didn't really get any apology for having to quickly go and buy replacement meat at very short notice. It would have been a nice gesture to offer something complimentary for such a bad customer experience.