Donald Russell Reviews

Bought chuck steak from DR and found steak very gristly. Had to give to dog.

Have used Donald Russell for years and have had no problems at all with delivery when they were using DHL as their couriers. When you order, you choose the day of delivery and this was always adhered to BEFORE they decided to change courier to FEDEX. I ordered Sunday for delivery Tuesday, received the FedEx delivery email but then, just after 5pm on the Tuesday ( when customer services at DR close) they said it would now be Wednesday. On the Wednesday two differing emails for FEDEX saying two different times for delivery, HOWEVER, no delivery…finally arrived defrosted on the THURSDAY. I could see from the tracking that it left on the Monday so this was now virtually 4 days in transit. Complained and was offered a priority Friday morning delivery of new goods, once again FEDEX SENT TWO DIFFERING TIMES but their priority means before 12pm, however it arrived after 3pm!! Whoever at DR drafted this contract with FEDEX will ultimately be the demise of Donald Russell, even the £15 they offered me for all the inconvenience is only a credit that I have to spend with them rather than a refund. Cut your losses DR and get out of using FEDEX or your customers may walk away.

Please be aware that Donald Russell have changed courier to Fedex. I have been a loyal customer for years, and have always had DR's first rate products delivered on time by DHL. My scheduled delivery did not arrive at all yesterday, let alone in the time window. Still waiting (Day 2) for frozen products to arrive. On telephoning DR accepted my feedback, but insisted they are staying with Fedex. Don't expect a reliable delivery service. Edit: Meat arrived a day and a half late. All dry ice had expired. Meat was just beginning to defrost..

My order came today. All frozen. The fact that it doesn’t state clearly and obviously on the site that the meat arrives frozen is pretty disgraceful. You have to go into descriptions to find the word frozen. I’ll not be buying from them again. Overpriced and deceitful. Years ago butchers were as reputable as dodgy car salesmen. Things haven’t changed. I really hate it when an online purchase isn’t what it seems.

Failed to deliver and now the courier service they use is going to deliver food 5 days after it left their factory. Booked for a delivery today, FedEx sent an email saying between 8.30-12.30, then changed the tracking to before 6pm. Live chatting with Ava at Donald Russell who said delivery would be before 6, and then stopped the live chat whilst I was asking another question as it was home time. Delivery failed to arrive, now saying they will deliver on Monday!!!! 5 days after it left. Was a long term customer, want a refund and won’t be back. Shame as the food itself is good, but let down by poor service

Just received my second meat box ,excellent again from ordering to delivery ,love the pork sausages and look forward to eating the rest .

Some items arrived with the packaging burst open so had to be discarded. Trying to speak on online chat is impossible, couldn’t get through by phone so emailed as suggested. Still waiting on a response and it’s been nearly 3 weeks since my email. What a waste and not cheap either

Steaks arrived an hour early - DHL's fault - but absolutely frozen solid. No chance of these thawing in time today. And they're 'cking tiny. Won't be shopping there again. You get what you pay for I suppose.

What's really annoying is as a loyal customer you get no discount when they give 25pc to a new customer. I'm going to go and be a new customer somewhere else for my discount. Reward loyalty. Their meat is hit and miss lately, but whenever we have an issue they are great at resolving it which is worth a lot.

Not a great start with 3 missing items on the receipt for a bulk order. No call to ask if I wanted to substitute and due to the order being a bulk order that I waited two weeks for, that would’ve been the least I would’ve expected. Also only a partial refund at a third of the actual cost of the items due to the discount code used. Haven’t even tried the food yet but I won’t be ordering again.

This company was once really good. Great products (still has) Excellent service where they have changed their system and now have none. I used to be able to speak to helpful capable staff now no longer I could make an order and pay in less than 5 minutes. It now takes over 1 hour. I will never use them again sadly! Alan Hynd

Not happy with meat , I normally use PIPERS FARM but thought I would try this and was very disappointed ASDAs grass fed range is a lot better , chicken thighs were like scraps , sirloin steak I had to bin ,

Ordered Chateaubriand, smoked Salmon and burgers and was promised free beef medallions as I spent over £100. The medallions never arrived. I picked this up with Customer Service who said they would credit against my next order - I don’t think this is acceptable as it forces me to repeat buy to rectify the issue - by doing so inevitably saved DR courier costs by not dispatching what was promised to me. Works for them not for me. I was sent a customer satisfaction survey which I duly filled in and voiced my opinion- I have heard nothing further since. Why send out a survey if you don’t respond to negative comments or make any effort to rectify? This is about the principle of customer service - if you mess up, own it and deal with it. You should have sent me my missing medallions - your choice whether you go beyond that by way of compensation. BTW I am not looking for compensation but I do expect customer service that acts proactively not reactively, particularly when you send out satisfaction surveys,appear on my SM feeds and email me offers trying to secure repeat business. It is a shame as the side of smoked salmon was some of the nicest salmon I have had for a long time.

Excellent quality products and good value for money. If you want cheap products go buy them from the budget supermarkets. I will keep ordering from these guys who provide tasty, well sourced products and offer excellent customer service. My only slight irk is the large polystyrene boxes the goods are delivered in, completely understand these keep the goods frozen/fresh but they are not recycled where I live so it means an unnecessary trip to the dump/tip and my recent order arrived in a huge box, half of which was air! Maybe something to consider 🤔 but I am a happy customer who will be back.

I don't know where all these positive reviews come from . Talk about deception. I was just charged £54 for a tiny Rack of Lamb and a tiny Lamb Joint. I also bought some scallops. I AM SHOCKED AT THE DECEPTION OF THE PHOTOS. THIS IS BORDERING ON FRAUD THERE ARE 7 BONES ON THE RACK IN THE PHOTOS BUT ONLY 6 IN THE PIECE. I HAVEN'T FELT SO CONNED IN MANY MANY YEARS. THIS IS AN UTTER UTTER DISGRACE

First class service with really good quality rump steaks delivered promptly in great condition.

Always great service and meat the only reason not 5 stars is the moussaka which was pretty bland and short on lamb

The quality of the meats is superb. Last night tried the pork sausages for the first time; best sausage I’ve ever eaten!

I brought a 5 rib roast joint a couple of months back and we decided to have it for Mother’s Day, my wife defrosted the meat and all looked well, when it was cooked it really was a let down with grissel running through it and really was was tough, it was a real let down as I paid a lot of money, But on the upside when calling to tell them how let down we was the lady I spoke with couldn’t be more understanding and offered a part refund , for me it was not about the money as explained and they have sent me new pice of meat the following day, At the end of the day things can and do go wrong but it’s how you deal with it and that’s why I have gave a 5 star not for the product but for there services and for that I thank them for being understanding and felt that they had my back.. many thanks

The lasagne bears no resemblance to lasagne. No doubt the meat is good quality which is why I have given this dish any stars at all. I bought 4! Fortunately decided to try one. Despairing as to what to do with the other 3...