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
Delivery failed and courier planned delivery five days after dispatch.
“now saying they will deliver on Monday!!!! 5 days after it left.”
Second meat box arrived excellent and tasty sausages.
“excellent again from ordering to delivery”
Some items arrived with damaged packaging and customer service didn't respond.
“Some items arrived with the packaging burst open so had to be discarded.”
Steaks were very small and frozen solid, disappointing portion size.
“absolutely frozen solid. No chance of these thawing in time today.”
Loyal customers receive no equivalent new-customer discounts; meat quality mixed.
“What's really annoying is as a loyal customer you get no discount when they give 25pc to a new customer.”
First order items were well packed and the Fillet Mignon was tender.
“The Fillet Mignon steak today which was absolutely delicious and tender.”
Lamb Wellington from Christmas order was fabulous.
“it was fabulous. ❤️❤️❤️”
Steaks cook well following instructions and are consistently delicious.
“Followed your cooking instructions and have to say absolutely delicious.”
Expensive but high-quality, with tender tasty beef and excellent prawns.
“Beef was tender and tasty.”
Brussels sprouts with bacon burned and were inedible when cooked.
“Brussels sprouts with bacon, absolutely disgusting.”
Staff helped set up account and orders arrived well packed and labelled.
“I am so impressed with the service I received”
Burgers and meatballs now contain rice flour and lack previous quality.
“padded out with rice flour”
Promised free pork joint was missing and customer service was unhelpful.
“Order came the following week with no pork.”
Delivery date mistakenly accepted, causing cancelled delivery and Christmas disruption.
“they don't deliver on a Saturday!!”
Beef Wellington was delicious, with excellent service and good value.
“Good value for money.”
Longtime customer praises exceptional meat and five-star delivery.
“meat exceptional”
I recently had the pleasure of ordering quality meat from Donald Russell, an online butchers based in Scotland. I was impressed with the convenience of being able to order a range of meats and fine foods online and having them delivered straight to my door.
This company certainly exceeded my expectations when it came to the quality of their products. The meat arrived well-packaged, fresh, and tasted absolutely delicious. It was clear that this company takes great care in selecting only the finest cuts for their customers.
What further added value to my experience was the free delivery offered on orders over £50 which meant I didn't have any additional costs upfront. This together with 99% customer satisfaction rate ensures me if I decide shopping here again.
Overall, I highly recommend giving Donald Russell a try if you're looking for premium quality meats and fine foods at your doorstep without any hassle or worries about freshness or quality.
Missing gift item and company mishandled GDPR and replacements.
“Broke GDPR”
Unable to contact company and unsure where misdelivered order will end up.
“Phone lines go unanswered”
BBQ pack felt overpriced with small, chewy steaks and delivery scheduling issues.
“chewy and tasteless”
Ready-made meals were excellent quality and delivered on time.
“All excellent quality.”
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.