Donald Russell Avis 

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.

They dont answer emails or contact form..wont order from these again.STAY CLEAR OF THESE

My first order and the most expensive item I ordered was missing. After that, many emails and complaints but no news from any one. I am not sure if this is a company run by real people or they have some chat bots managing customers!! I get daily emails selling me something ot new promos but no resolution to my issue!!
The customer service email does not work or they don’t care

Quality of products TERRIBLE Ordered Steak Pork and Lasagne. Used this company before and was not good but decided to try again. NEVER AGAIN !!! Waste of money

Ordered 2 Cote de Beouf in December £26 each, absolutely awful cuts, sinewy, tuff I have photos, phoned Donald Russell several times, kept waiting no answer, sent 3 emails with photo, no reply as of 14th Jan 26, all I can say is they seem not to care, this is one customer of many years who will never use them again, I can understand meat quality can be difficult to control all the time, but it is the customer service that is the issue, appalling.

Worst company ever ; never respond to ur emails my elderlery mum ordered her christmas dinner from them and they sent her a completely different order they said the labels got mixes up now they arent even responding there a joke

My second time ordering from DR but this time we pushed the boat out a little more and took advantage of some fantastic deals. 10 sirloin steaks for £70 was outrageous, we had the first one for dinner tonight and it was far 'beefier' than a steak from the high street. Absolutely delicious. We ordered some butchers sausages which were also lovely, meatier again than some from the high street but very smooth and easy to eat. Finally, mum loves calves liver so I cooked her some for a treat and it was absolutely beautiful. Tender and no gristle. If you get good deals, it's also not really that much more expensive than most supermarkets and you're getting great quality produce.

I loved the packaging in big polystyrene trunks packed with dry ice. Beautifully packed btw. No damage at
all.
The food was all delicious and my daughter and l had the most wonderful Christmas Fayre.
('Special shout out for the red cabbage and the sprouts with walnuts - such a pleasure. Mine never tasted so yummy!)
We never got to the bottom of the missing parsnips but our order was put in late and it is entirely possible theyran out.
Despite this, so impressed were we, l have put in another order since Christmas.
Many thanks.

Good food slightly high price unless you can get an offer which l unusually do, special this time was the the craps claws really good small but they are sent weight.

Placed Christmas order on 21/09/25 for delivery on 20/12/25. Received notification from FedEx on 15/12/25 to say awaiting item from DR. Didn’t arrive on 20/12/25 and delivery date changed to 23/12/25. FedEx notification on 22/12/25 showed still waiting on item from DR. Phoned DR and assured item will be delivered 23/12/25. Waited in all day and surprise surprise no delivery. Phoned FedEx and according to them still waiting on order from DR. Phoned DR on 24/12/25 to be told they would need to check with FedEx and someone will phone back. Waited and waited no phone call. I eventually had to phone back to be told my order is lost but don’t worry we’ll refund your money (really) and a code for £20 off next order. Christmas dinner destroyed and they fob you off with peanuts. Still waiting on payment returned to my account. The £20 code if received will not be getting used as I’m now finished with DR after many years.

PS MANAGED TO BUY A TURKEY CROWN FROM A WELL KNOWN SUPERMARKET 60% CHEAPER THAN DR AND FAR SUPERIOR.

I love Donald Russell food. I ordered Christmas dinner for 8 and it was superb. The pudding was also included and it was also superb. THANK YOU

Beef wellington for first time. Excellent from ordering to the Xmas table. Thanks so much for making this year v special on the food front. I’ll be back in 2026 👍

further to my recent review about awful delivery we have now tried the large sirloin joint. Almost all was not eaten as the really thick gristle throughout the meat not only made it impossible to eat but was also off putting. So just over £80.00 worth of meat went in the bin. From start to finish this order has been mostly dreadful - the sausagemeat for stuffing and the red cabbage were ok. Your standards have dropped and whoever cut this piece of meat and bagged it up for sale needs to be educated as to what is acceptable.
Never again Donald Russell. Not only have I wasted money, wasted time and electricity, my family were left to eat veg and sausagement today for their Christmas lunch. I will not recommend, or use, you again.