Donald Russell Reviews 2,906

I have just made Donald Russells Easter dinner for two and it was the best food I've ever eaten. the lamb racks were better than any food we have ever eaten (and my father was a butcher).
They have always responded quickly to any query and are amazing with customer care. In this day of "that'll do" Donald Russell goes above and beyond!!

10/10 in every aspect of the business. I will be sharing my amazing experience with all friends and family.

Used this company 4 times before and sorry no more. The delivery is absolutely horrendous, Fed Ex put a time and not once have they been near it. As I write this still waiting for a delivery that was posted Thursday night. Was meant to be between 8.10 and 12.10 today ( Saturday ) now on website saying was expected today. Reckon meat will be unfrozen now. Will just chuck it , pointless ringing to complain as reading reviews you get no joy.

Always loved my monthly box from DR, however the company has been “taken over” since just after Christmas and does it ever show?
Standards have certainly slipped no doubt in the name of more profit , and it’s simply not worth the extra cost .
Come back high street butchers , please!

A long time customer, although less frequently now due to a growing level of dissatisfaction, I called to change a delivery date on a new order, probably the last one. I have just spent 43 minutes on hold without getting picked up. This is another symptom of the drop in standards which I fear have been brought about because of a change in ownership. Higher prices, lower quality and nobody answers the phone. Good bye Donald Russell, it has been a great 20 years but there are significantly better option available.

My order didn’t show up. No email, no explanation, nothing.

Rack of lamb for Sunday lunch …. Just amazing . Beautiful Tender lamb with the outer crispy edible covering. Just reordered two joints of lamb . 100 % recommend. Apple crumble also delicious.

Ordered two T bone steaks for Valentine’s Day, but only one actually had a T bone. The other felt like an odd cut separated by gristle. Tried to contact customer services on numerous occasions but they haven’t resolved my complaint. Order date: February 11th. Order number: 1014247462

I have to say that I was sceptical about the delivery of a gift from Donald Russell but it arrived on time. Their service could be improved if they confirm the order immediately after the order is processed. Secondly, let you know when they take the money. Just make it easier to buy from them.

Their answering machine said waiting time one minute but they never answered the phone. Ingavebupbafter ibtried twice. Someone ought to streamline the working practices for them.

I have placed quite a few orders with Donald Russell over time, but unfortunately this will now be my last.
A recent order included diced fillet steak which was extremely poor quality. Fillet should be tender with a delicate flavour, but this was excessively tough and chewy, with none of the melt-in-the-mouth texture you would reasonably expect — especially at a premium price point. The taste was also disappointing.
I emailed to raise this complaint and received no response or even an acknowledgement. I also attempted to contact customer service by phone and email on multiple occasions regarding both the poor quality meat and subsequent issues, but no one answered and no one replied.
Most recently, I discovered that my latest order arrived missing the turkey parcels altogether, and I have still not been refunded for them.
The combination of substandard product quality, missing items, lack of refund, and completely unresponsive customer service is unacceptable. After placing several orders previously, it’s extremely disappointing that this is how matters have been handled.
Sadly, I won’t be ordering again.

Just had the Valentine’s Special; it was simply delicious and superb value for money!

Used a birthday gift certificate and made an order of £57. Amongst the order were some gammon steaks. We tried one pack a few days ago and they were virtually inedible due to salt. I emailed to let them know and have heard nothing. Not after anything but just thought they should know. Disappointed they couldn't even bother to acknowledge my observations. The meats weren't cheap and to be honest I think overpriced.

Have had 4 orders that consisted of steak mince fillet steak medalions,pork fillet medalions,belly pork joint(1kg ) pork loin chops , pork sausage Cumberland sausage lamb saddle joint, this is to name just a few of the items I have tried they were all excellent very lean next to nothing fat content and tasted amazing. Just had the chefs prepared meals lamb mousaka the taste was gorgeous and no grease at all . Will definitely now buy my mousaka from here may cost a bit more but you definitely pay for a high quality item and that is what you get

It was an awful experience. 0 if I could. I ordered for 25 people frozen food so it has to arrive the day before. I called them the day before to confirm and nothing was mentioned about the missing items. Next day only half the food arrived. Which was pointless. Had to order pizzas. Also had to throw away half of the defrosted food. No refund was given for that. Not even a gift voucher towards next order!

I've been using Donald Russell for many years -their steaks really are excellent, if expensive. Trouble is, their reliability and customer service standards seem to have slipped. I ordered £200+ of steaks in November; and half was delivered on-time for Christmas, without a delivery note or message, and with half the order missing. No advice, no apology, nothing to say why. I rang - and it seemed to be my fault that they were out of stock - no apology was given just "We're out of stock". I was advised "They should be back in stock late January". I had to agree to a credit on my account, but was told "We'll let you know when they are back in stock"; they did not. I called today and told "they are back in stock and you agreed a credit", i.e. we are waiting for you to do something. I was asked why I'm unhappy that they did not, as promised, let me know about restocking and was told "we didn't know they were in stock". I have ordered replacements but am disappointed with unreliability and customer service. What has gone wrong when they were so good for years?

I wanted to order some meat and heard DR are meant to be good but read reviews on here about customer service.
I tried to phone to ask a question and after 8mins46 secs I gave up.
I don’t order from a company who I can’t contact by phone.

Falsely advertising Chateaubriand on their website and the meat you receive looks nothing like it. I took pictures and sent them to the customer services to complain. It is clear that they are selling sinewy tail bits with the chain attached rather than the large middle section (which they clearly show on their website as what you will receive). I have heard nothing in response to my email and images. Waste of £60! There is zero customer service, no one to complain to or no procedure to follow when you are unhappy. Just silence, apart from the daily email advertisements for buying more meat - no thanks! Wish I had read reviews before buying. Please, don't waste your money!

First time ordering from them. The Christmas pudding was great but not sure it was worth £20. The pastry on the beef wellington was very chewy but the meat was good. The whole chicken was fine but nothing special Vs a supermarket free range chicken. I wouldn't use them again as the quality doesn't justify the price

I used to religiously use them In 2020 and 2021, during Covid and they were fantastic with such good customer service.

I recently placed an order, which after placing I realised was incorrect (I had a lot of problems with the website and error warnings so think it was playing up)

I called immediately to try and cancel the order to re-load and was told, they need the order to process their end, they would make a note to cancel/ refund but won’t be until the next day.

The next day someone tried calling me at around 4:30pm on Friday, I immensely tried to call back 4 times on hold 15-20 mins with no answer, sent two emails- nothing.

Then I got an email on a new email thread saying because they couldn’t get hold of me, their accounts team will now process a refund which will take longer instead.

This is poor, I was going to re- place my order with the missing items but I’ll go somewhere else now. They used to be a fantastic company but this is poor.

Got a christmas box and 2 chateaubriands... all absolutely fantastic couldn't fault any of the food at all. To top it off the customer service was second to none, I stupidly clicked collection for my order rather than delivery and it was all sorted after one quick phone call. Will certainly order again 10/10

I placed an order for several items. However, the pork steaks were tiny.

I contacted Donald Russell twice regarding this and they did not respond in any way.

I had returned to them after having been disappointed in the past and I will not be using them again as the quality is inconsistent and the customer service totally absent.