Donald Russell Reviews 2,906

Have been using DR for years. Great product. I am gluten intolerant and love their burgers etc. I have never had an order late or missing any items Highly recommend. On the occasion I had to contact them direct to alter an order. Staff were exceptionally helpful. Cannot praise this company enough

ordered duck , pork , venison and beef filet. i arranged delivery for a specific day and it arrived 4 days later ( which meant it had been in transit for 5-6 days ). This sadly meant the meat was defrosted , definitely not chilled and oozing with blood. i did not feel comfortable cooking this for myself or guests as i could not be certain when it had defrosted and how much bacteria there was. The real fun is when you try and get a response from Donald Russell , you will wait days and if you are lucky they will respond , in my case ive had to open a chargeback with my bank to attempt to get a refund

Long standing customer of donald russell but over the last four orders every one has had an issue. The courier they use don't help or follow any instructions resulting in orders being delivered late, and the product has thawed, delays in delivery despite having a specific date outlined to replacing a missing order. Customer follow is below average if you can get through on the phone lines. An indication of the issues they are having. And take an age to respond to emails. The product is good but cant afford the time dealing with the repeated errors. Unlikely to use them again.

I ordered a whole slow cooked shin of beef with all the trimmings for Christmas. The order came, but the shin of beef was missing. I emailed but got no response so I phoned instead. I was informed that when I ordered the beef was out of stock, but they still charged me the full amount of the order and never contacted or emailed me to tell me that the centerpiece was out of stock leaving me with little time to sort something out for Christmas Day. I haven't been partially refunded yet and didn't recieve an apology for their mistake. It's extremely disappointing because I've used this company for years.

On 9 November I arranged a birthday gift of £100 of their meats for delivery on Friday 14 November. Order accepted. No suggestion this would not be possible.
The recipient waited in all day with several messages from FedEx confirming delivery by the end of the day. It was eventually delivered on Saturday morning around 11 am after a message stating it would be Monday. Frozen food!!!
DR obviously let down by their delivery agents BUT a written and posted letter of complaint to DR remains unanswered after two weeks. Poor poor poor.

Two entrecôte Sirloin steaks ordered. One was cooked rare, it was dry, tough and tasteless and most of it consigned to the bin. The other was cooked and eaten the next evening, same result. The most tasteless item on the plate was the comment.
Interestingly, the back of the pack contains the information code GB 1110 which appears to be the individual number code for Lidl. If this indicates that the steak was produced and prepared for Lidl, how are DR selling it as their own? The BBD for the first steak was Sept 2027 which seems very long, longer than any frozen meat product that I have purchased before. A photo of the pack has been kept. DR have been asked three times to comment on the low quality of the product and the apparent Lidl connection. No answer on the latter point or the BBD. They did finally offer some haddock and chips to compensate but I have unsubscribed and will not buy from them again. Trust has been destroyed.

Great black Friday deal on ribeye steak. It's quality meat and not too fatty. Helpful cooking information on their website.

First class for quality in both meat and prepared meals.
I have never been disappointed.
The website is easy to navigate and the produce worth every penny.

Appears there is a serious problem with recent delivery because like others I was meant to have a delivery last Thursday which did not turn up. I was emailed to say it would be here on Saturday and nothing! I have tried calling and emailed but cannot get through. I am hoping my delivery will arrive this week but who knows.... Products are amazing but customer service /experience would get a zero star review if that was an option. Please do yourself a favour DO NOT ORDER YOUR CHRISTMAS FOOD FROM HERE! You may find your digging around the cupboard for a tin of corned beef if you put your faith in these guys!

Unable to contact Donald Russell due to opening hours
I waited over 15mins to speak with someone from Customer services and all I received was an limp apology with no answers as to when my order would be delivered
Four days on and still no information
The food will be ruined
Donald Russell is far from what it used to be years ago
I have requested a refund and have sent Two emails requesting this .
I wonder if this gets on your web site

Ordered weeks ago. On set delivery date, I got an email late in the afternoon to say it wasn't sent out & would be there next day.

No check that I'd be available the next day & was really inconvenient to stay in a 2nd day. Delivered box was very dirty & damaged and had been sent out for delivery previous day , not how you'd expect a food delivery to arrive.
Still waiting on a reply to my message

I have used Donald Russell countless times and there is no denying the quality of the food is excellent. However it is with regret that I will never use this company again as I placed an order that never arrived. To be fair Donald Russell stated they sent a replacement which again never arrived. Now this may be the delivery companies fault (FedEx) however what is the point in using a company that can not manage to deliver your goods. 2 days wasted waiting at home for a delivery that never arrives. Very poor Donald Russell.

I have been buying for year and never had any problem, with the meat arriving well frosted in coolbox with supercold dry ice. The last order sadly arrived 1 day late and came defrosted, as the result Donald Russell refunded me the order.

I always say that you start judging a supplier when something goes wrong, and Donald Russell handled this situation very well, meaning that I will continue to regularly ordering their high quality meat, including some fantastic "cotes de boeuf" and confit ducks.

I purchased a slow cooked lamb shoulder which turned out to be mostly fat, and as we had guests it was awful and embarrassing.
As I had ordered one for Christmas delivery as well I called with a view to cancelling the item and replacing the lamb with something else as I had other items on the order. The agent said that the order had already been packaged for delivery, this was the 24th November, and the order would need to be cancelled. It was not due for delivery until the 23rd December! I agreed to this and I would place another order as soon as I received a refund.
Despite 2 phone calls and 2 emails the order is still showing on the Donald Russel website, I have not received an email confirming the cancellation of the order and worst of all no £140 refund.
Over the years I have been a good customer but no more. If this is how they choose to treat their customers I will buy meat from another source. Perhaps if they do not read their emails they will read this and ensure that my Christmas order is cancelled and refund me as soon as possible.

A very reliable supplier of excellent quality food, always on time. I have used them for many years and have never been disappointed with any of their items.

As always, happy with quality of produce from Donald Russell. However, on this occasion, we were extremely unhappy with the idiot from FedEx who "delivered" it. We received an email from FedEx saying it had been delivered (purportedly with a photo, which was not attached to the email). We contacted both FedEx and Donald Russell at that time, but to date (seven days after delivery) have heard nothing from either of them. After investigation, we discovered it was wrongly delivered to our elderly neighbours who had opened the box, despite our name clearly marked on the label 😡. It should also be noted that two of the contents (a box of parsnips and a box of roast potatoes) were open, so either (1) FedEx had been throwing the box around before delivering to the wrong house, or (2) our neighbours had opened them as well. We will never know, but either way it added to the overall situation.

It arrived fresh n on time....tasty...succulent juicy meat

excellent products again fromdonald russell,
only let down by fedrxpress.informed delivery 08.10 to 12.10,did not arrive till 16.30,

Placed an order that was supposed to be delivered last Friday. No delivery, filled in contact form, emailed - no response. Been trying to call all week - held for ages then it said try later and cut off. Now can’t even hold it says try later. Have used FB messenger - just cannot get response. Yet still getting marketing emails! Completely frustrated

Excellent customer service. Superb products. Never been disappointed in anything. Competitive prices.