Donald Russell Reviews 

I’ve been looking for what I call a “proper” butcher for a long time, I’ve tried 1or2 online but Donald Russell beats them all hands down. Everything we’ve tried steaks, burgers, sausage’s, bacon, diced chicken mince,braising/stewing beef, chicken gravy and lasagna are all top quality products. I would highly recommend Donald Russell for quality meats at great prices.

I have shopped with Donald Russell for years, and they have never let me down! I trust them implicitly with every order I make. I’m not wealthy, but their food offers true value as everything is of the highest standard and taste. Just take advantage of the special offers when the come up! The frozen food is so convenient. And I noticed the packaging is greener now, which is just great.

Used this company for many years, always first class service, delivery and products. Look forward to the new packaging though.

Good food,reliable service and great price when on offer!

I have used this company lots of times and their meat is always tender and succulent. The steaks we got in our last order were the nicest steaks we have ever had. I highly recommend this company.

Always great meat good delivery

All the orders I’ve had so far have been great no complaints whatsoever. The lasagne was particularly nice

Good produce delivered on time in good condition

Dreadful customer service. Tried to contact DR to explain order not delivered by FedEx who texted me late at night that would actually they deliver 2 days after agreed date! So ruined my family celebration dinner the following day. Fedex then texted that I had missed redelivery and that they had left card with details - no card! No answer to 3 anguished emails to DR. ‘Phoned them 4 times and was told that could arrange a callback in busy time. No! Just told to ring back later. FedEx then turned up and meat defrosting. Stressful and unpleasant.

Beware. Can't get a refund for goods that arrived open. I ordered 10 packs of sausages, 4 of which arrived already open. I've emailed three times and no one replies. This morning I tried to call and it keeps you on hold for 10 minutes and then hangs up on you. Left having to go to my credit card company to try and het a refund.

Dreadful customer service, tried calling two days in a row (was advised of call back, if no one answered) this did not happen twice - no reply to my emails - as I tried to add on to existing order!

Shame as good food however poor communications!!!! every year Christmas happens - Donald Russell does not seem to accommodate for this?

We have used DR many times and all has been fine, but it seems that they have now changed their packaging. We had a delivery where at least half of the boxes were split / damaged and therefore the food was open and not sealed closed.
I rang DR to let them know and was told to discard the food that was open and that they would resend the order. The replacement delivery arrived and every box, apart from 3 was damaged and open. We had approx 14 boxes delivered so a lot of waste.
Until DR sort out this problem, beware of ordering. I will not order again.

It was more the delivery, but as you are the supplier ultimately you re responsible. I have today received a delivery and was given a delivery time of between 9am and 1pm. This was a good time as it gave me time to do my other tasks. This was not delivered. Instead the time was changed to ‘before 6pm’. Am I supposed to wait the whole day, your FedEx depot is in Edinburgh, there should be no excuse for eventually receiving my goods at 4:45pm.
Rgds
Bob Wallace

Order supposed to be delivered 14th November. Has never arrived. 3 emails sent to DR asking status, no response. No one answering phone. Maybe they have gone of business. No option but to put in cc claim.

I’ve used DR before and it was fine but really let down this weekend. I put in a big order for delivery on Friday 14th Nov. I rang AM on this day as I’d heard nothing. The customer service (Emma) said she would check on delivery status and come back to me. I explained that I was away the following day so needed the delivery on the due day. She didn’t come back to me. I had to chase PM, got Emma again and she said it wasn’t arriving until the following day. I asked why she hadn’t noted my comment about not being available on the following day and asked why she hadn’t called back. She said it was busy! So I had to cancel having placed an order that we needed. I won’t be using DR again.

Update - it speaks volumes that no response has been to this failure by DR. Customer care!!

Parcel arrived in a soggy broken thin cardboard box that was damaged as was the contents. Been good products over the last few years but my last two deliveries mean that I will not order again. Some sympathy for the customer service staff but not their reticent managers who refuse to support them and deal with serious customer issues.
Fed Ex confirmed delivery and said that they had enclosed a photo confirming delivery. Surprise, surprise no photo of a badly damaged box and contents. Again, lousy service.

What a rip off, The meat is nothing like the pictures. Small portions for the price paid, The meatloaf is so small it would only feed 1 person. No communication, no notice of despatch, nothing from the delivery company either. 1st and last order.. not even a response to confirm delivery.

I’ve done a bit of research and looks like Donald Russell have possibly changed their courier company. Maybe explains a crazy anomaly in their ‘delivery surcharge to remote areas’. Any order over £50 is delivered free….unless you are in certain postcode areas. So, they will deliver free to the remotest areas around Land’s End some 708 miles from Inverurie but won’t deliver to the Isle of Skye which is 165 miles and linked to the mainland by a free bridge. There are other examples of remote and rural locations in England and Wales that they are happy to deliver free to but not here on the west coast of Scotland. Their postcode list indicates that they will deliver to Kyle of Lochalsh (mainland side of bridge) but won’t cross the free bridge unless the surcharge is applied. I would say that the surcharge cost is only £12 which is a fraction of most previous orders I have placed. It’s just infuriating to see that they will deliver the same order 543 miles further without any delivery charge. They blame the courier company. The distances involved don’t back that up. Reputable Scottish company?? Mmmm

Order delivered on wrong date. FedEx time given not complied with, not surprising given FedEx have a score 1.2. When I asked for an explanation as to why my order was delivered on the wrong date I got a very rude answer. The dressed crabs are very very small and the racks of lamb have been squashed flat. Poor service poor goods.

Recived my christmas lunch for two today.so impressed with all the items 👌 looking forward too tasting.excellent packaged still frozen from overnight delivery communication was very good from fedx.would highly recommend Donald russell.