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.
Examples from available reviews (Apr 2021 – Feb 2026).
Switch to FedEx caused repeated delivery delays and defrosted goods.
“finally arrived defrosted on the THURSDAY.”
Meat was excellent and delivery and packing were perfect.
“The meat was absolutely fantastic, the delivery and packing was perfect.”
Longtime customer upset about poor handling of complaints and dismissive replies.
“it was obvious chicken is not for me.”
Generally good quality and packaging; prompt helpful customer service credit.
“I got a reply within a few hours.”
Some reviewers praise punctual, well-packed deliveries; a substantial number report late arrivals, thawing and courier failures, especially after a courier change.
Several customers value discounts, vouchers and free delivery thresholds; others cite small portions, perceived high prices or credits instead of refunds.
Ordering convenience is noted by some; a few customers raise accessibility concerns, unclear labelling about frozen delivery and an internet-only purchase policy.
Many reviewers report excellent flavour and packaging, but a larger share describe small portions, gristly or tough cuts, and items arriving partly thawed.
Customers report quick, helpful responses and account credits in some cases; others describe slow replies, unprinted feedback and dismissive or interrupted conversations.
Overall impressions are mixed: some long-term and repeat buyers praise quality and resolution handling; a larger group report delivery, portion or service failures.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Christmas order was incorrect and they offered only a refund with no apology.
“Delivery came on 23rd Dec and it was someone else’s order and nothing that we would eat.”
Valentine's Special was delicious and excellent value for money.
“it was simply delicious and superb value for money!”
Gammon steaks were overly salty and the complaint received no acknowledgement.
“they were virtually inedible due to salt.”
Several orders contained very lean, high-quality meats worth the price.
“they were all excellent very lean next to nothing fat content and tasted amazing.”
Half the large order failed to arrive and defrosted items were wasted.
“Next day only half the food arrived.”
Steaks remain excellent but stock issues and poor communication disappointed.
“I have ordered replacements but am disappointed with unreliability and customer service.”
Phone line wait was too long and the reviewer won't order as a result.
“after 8mins46 secs I gave up.”
Chateaubriand received did not match website images and seemed sinewy.
“sinewy tail bits with the chain attached”
Some items were good but overall quality didn't justify the price.
“The pastry on the beef wellington was very chewy but the meat was good.”
Order cancellation failed due to poor website and slow customer service response.
“I immensely tried to call back 4 times on hold 15-20 mins with no answer”
Christmas box and chateaubriands were excellent and customer service resolved an error.
“To top it off the customer service was second to none”
Pork steaks were tiny and the company did not respond to complaints.
“the pork steaks were tiny.”
Company does not answer emails or contact forms, reviewer won't order.
“They dont answer emails or contact form..wont order from these again.STAY CLEAR OF THESE”
Expensive first-order item was missing and customer service didn't respond.
“the customer service email does not work or they don’t care”
Ordered steak, pork and lasagne which reviewer found terrible quality.
“Quality of products TERRIBLE”
Côte de Bœuf were sinewy and tough, and customer service did not reply.
“absolutely awful cuts, sinewy, tuff I have photos”
Company failed to respond and sent a wrong Christmas order to an elderly customer.
“never respond to ur emails”
Second order produced very high-quality steaks, sausages and tender liver.
“Absolutely delicious.”
Well packed with dry ice and delicious food, overall very impressed.
“Beautifully packed btw. No damage at all.”
Food is good but prices are high unless you find offers.
“Good food slightly high price unless...”
Lobster smelled bad and was inedible, ruining the Christmas.
“it was terrible smelt and was like mushy cotton wool?”
Only half the Christmas order arrived without advance warning of missing items.
“only half the order turned up (on 23rd December).”
FedEx failed to deliver the Christmas box and times kept changing.
“It is now 9.40pm and no sign.”
Delivery notification missing and emails unanswered, though meat quality remains excellent.
“My delivery went to next door I emailed again to say this but again no reply”
New-customer discount failed and customer service was unresponsive.
“I was supposed to get 20% discount as a new customer; didn’t happen.”
Company now sells online-only, excluding customers without internet access.
“internet only purchase excluding a large number”
Rolled shoulder was fatty, chewy, and left little usable meat.
“there wasn’t much lamb left ( which was very chewy )”
Generally good quality and packaging; prompt helpful customer service credit.
“I got a reply within a few hours.”
Meat was excellent and delivery and packing were perfect.
“The meat was absolutely fantastic, the delivery and packing was perfect.”
Portions were much smaller than pictured, leaving the reviewer disappointed.
“fillet steaks were so small I could have used them as earrings”
Delivery failed and FedEx delays caused the order to miss anniversary.
“I will not be ordering from Donald Russell again due to the choice of delivery company.”
Order arrived a day late and dry ice had melted, risking thaw.
“My order arrived day late dry ice had melted borderline food going to thaw.”
Usually reliable with correct deliveries, though some items seem overpriced.
“Always have delivered the right order on time.”
Large order arrived well packed, perfectly frozen, and excellent quality.
“The meat we have tried so far has been of excellent quality.”
Longtime customer upset about poor handling of complaints and dismissive replies.
“it was obvious chicken is not for me.”
Delivery was a day late and food began to defrost, but support resolved it.
“the food in the box had began to defrost and was not safe to eat.”
Chuck steak was very gristly and inedible, so given to the dog.
“found steak very gristly.”
Switch to FedEx caused repeated delivery delays and defrosted goods.
“finally arrived defrosted on the THURSDAY.”
FedEx courier change caused delayed delivery and partially defrosted meat.
“Don't expect a reliable delivery service.”
Order arrived frozen and site did not clearly state products arrive frozen.
“The fact that it doesn’t state clearly and obviously on the site that the meat arrives frozen is pretty disgraceful.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of 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.