Reviews Analysed
21
We Collect & Analyse Reviews
Donald Russell
Experiences & Reviews
Donald Russell is a UK online butcher and fine foods retailer that sells prepared and raw meat products through its website, with home delivery and a membership scheme offering discounts and vouchers.
Overview & Key Metrics
Positive Sentiment
38%
Latest Review
18d
Overall Rating
2.6
Our Analysis
🎯
Service quality
Some reviewers praise punctual, well-packed deliveries; a substantial number report late arrivals, thawing and courier failures, especially after a courier change.
Share
Mixed
19%
💰
Value for money
Several customers value discounts, vouchers and free delivery thresholds; others cite small portions, perceived high prices or credits instead of refunds.
Share
Weak
10%
⚡
User experience
Ordering convenience is noted by some; a few customers raise accessibility concerns, unclear labelling about frozen delivery and an internet-only purchase policy.
Share
Mixed
4%
🔧
Product quality
Many reviewers report excellent flavour and packaging, but a larger share describe small portions, gristly or tough cuts, and items arriving partly thawed.
Share
Weak
22%
📞
Communication
Customers report quick, helpful responses and account credits in some cases; others describe slow replies, unprinted feedback and dismissive or interrupted conversations.
Share
Weak
14%
⭐
Overall experience
Overall impressions are mixed: some long-term and repeat buyers praise quality and resolution handling; a larger group report delivery, portion or service failures.
Share
Weak
30%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (May 2022 – September 2025).
FEDEX-What a shambolic mess
"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 choos..."
Jean Crowe
Trustpilot
Sep 30, 2025
Featured for: Details prolonged FedEx delivery failures
Ordered Rack of Lamb etc
"Ordered Rack of Lamb, Beef Wellington and Chateaubriand. If I could give more than 5 stars I would. The meat was absolu..."
Mr. Peter Minkley
Trustpilot
Sep 30, 2025
Featured for: Positive product, perfect packing and delivery
I very rarely write a damming review
"I very rarely write a damming review, but after 17 years of giving my custom/money to Donald Russell, I am totally disgusted with the way I have been..."
Debra W.
Trustpilot
Sep 30, 2025
Featured for: Long-term customer complaint and poor handling
Great service
"I’ve been ordering for a few months and had a good variety of meat, vegs and desserts. The food is really well packaged and great quality. I’m a silve..."
Jane Martin
Trustpilot
Sep 30, 2025
Featured for: Example of quick, helpful resolution
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
V
Valerie
trustpilot.com
Sep 30, 2025
Excluding cuatomersluding pany have changed there policy to…
Company have changed there policy to internet only purchase excluding a lar...
S
Scottish Eileen
trustpilot.com
Sep 30, 2025
“Rolled shoulder of Lamb”
“Rolled shoulder of Lamb”. First time buying this cut and definitely won’t be buying this again. By the time I cut all the fat off there wasn’t much l...
J
Jane Martin
trustpilot.com
Sep 30, 2025
Great service
I’ve been ordering for a few months and had a good variety of meat, vegs and desserts. The food is really well packaged and great quality. I’m a silve...
M
Mr. Peter Minkley
trustpilot.com
Sep 30, 2025
Ordered Rack of Lamb etc
Ordered Rack of Lamb, Beef Wellington and Chateaubriand. If I could give more than 5 stars I would. The meat was absolu...
C
Chris Osborne
trustpilot.com
Sep 30, 2025
Photos look better than the reality
When my delivery arrived I couldn’t believe it,the fillet steaks were so small I could have used them as earrings,the partridge fillets would be good...
C
Coz Clifft
trustpilot.com
Sep 30, 2025
Delivery company they use are useless
I can't comment on the quality of the food as it did not turn up on expected date. I am a new customer who ordered mid week for delivery following Tue...
K
Keith Colomb
trustpilot.com
Sep 30, 2025
My order arrived day late dry ice had…
My order arrived day late dry ice had melted borderline fo...
A
Andy Pryce
trustpilot.com
Sep 30, 2025
Always have delivered the right order…
Always have delivered the right order on time. Some of their food is not the best qualit...
A
A Lewis
trustpilot.com
Sep 30, 2025
Quality meat products. Very happy!
Placed a large order using many of the offers they had. My order was delivered 2 days later well packed and still perfectly frozen. The meat we have t...
D
Debra W.
trustpilot.com
Sep 30, 2025
I very rarely write a damming review
I very rarely write a damming review, but after 17 years of giving my custom/money to Donald Russell, I am totally disgusted with the way I have been...
M
Mr Glenn Jopson & Mrs M Linskey
trustpilot.com
Sep 30, 2025
I ordered a meal for a celebration…
I ordered a meal for a celebration birthday and was recommended to use this company. I ordered the items well in time for the day. I was informed that...
J
Jen
trustpilot.com
Sep 30, 2025
Tough meat and gristly
Bought chuck steak from DR and found s...
J
Jean Crowe
trustpilot.com
Sep 30, 2025
FEDEX-What a shambolic mess
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 choos...
R
Rob
trustpilot.com
Sep 30, 2025
Please be aware that Donald Russell…
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 product...
A
AB
trustpilot.com
Sep 30, 2025
Frozen without my knowledge
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....
K
Katel
trustpilot.com
Sep 30, 2025
Delivery 5 days after it left….
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...
T
Tina
trustpilot.com
Sep 30, 2025
Tasty ,quality products
Just received my second meat box ,excellent again from ordering to d...
R
Ruth Lorenzelli
trustpilot.com
Sep 30, 2025
Items open
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...
W
William
trustpilot.com
Sep 30, 2025
Tiny steaks
Steaks arrived an hour early - DHL's fault - but absolutely frozen solid. No chance of these thawing in...
A
Annon
trustpilot.com
Sep 30, 2025
What's really annoying is as a loyal…
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 somewhe...
Conclusion
Reviews show that many customers receive well-packed, high-flavour meat and that membership discounts are appreciated. However, a clear cluster of recent complaints centres on delivery reliability and courier performance, with several reports of late or partly defrosted deliveries. Communication outcomes vary: some customers report prompt refunds or credits and helpful agents, while others describe unanswered messages or dismissive responses. Potential customers should weigh positive product comments and available discounts against the recurring delivery and portion-size concerns; verify delivery options and frozen-status before ordering.