Dukeshill Avaliações 41

I should have read the reviews before placing my order. We normally order from M&S for Christmas, but after ordering cheese from DukesHill last year, I decided to give them another chance. Unfortunately, it was a complete mess.

My order was over £350, so not insignificant, and it was handled spectacularly badly. The delivery never arrived in full, and when I tried to call, I was left waiting for around 30 minutes with no answer. Eventually, someone called me back.

After explaining the situation, I was met with a very grumpy response: “Oh, they forgot to send the second box” — the box that, incidentally, contained our entire Christmas dinner. There was no apology, no concern, and no attempt to help resolve the situation. The only response was, “I’ll refund you.”

Luckily, I have a fantastic local butcher who saved Christmas for us at the last minute. Lesson learned: buy local.

I would strongly advise others to avoid using this company, particularly for something as important as a Christmas order.

Don't use Dukeshill - there are far better companies for meat deliveries
My Christmas order just arrived - missing a joint of meat for Christmas Day!
Took me over 45 mins to get thru to their Customer Service - they won't deliver the missing meat - because they are too busy. So I now need to source Christmas Dinner on the 22nd December. Really unhelpful - blamed the warehouse

⁰Absolutely disgusting we ordered muscovado sugar gammon joint one kilogram we got 556 grams and I've got to say it's nothing like the photograph they portray it's tough with a photo on providing you'll see it's crap don't use this company well I must say the company has now gave it refund

Does not answer the phone or reply to emails. Your order will not arrive

Used this company a few times with positive results. Unfortunately got my recent order which contained a large pork pie. The pie however was only date stamped for 3 days which was no good at all for me

Absolute worst service EVER!
I ordered ham and cheese for Easter 2025 and was told the day before Easter, the date the delivery was supposed to arrive, that it wouldn’t get there until the week after Easter.

I ordered again for Christmas. My order is arriving today but miraculously my turkey has disappeared from my order 🤬 the most important item of this order which I double and triply checked.

It is inconceivable to me how a company can treat customers this badly. No communication and zero customer service. I will never use Dukes Hill again

I have used this company over the years but more recently, the delivery people just dump orders anywhere, they don’t even get them onto our property-clear instructions reading-DELIVER TO PORCH-totally ignored-they don’t even get through the gate. I have contacted the company several times and a MATTHEW KENT-supposedly their “customer service advisor” has advised me-not to order from them-GC INVESTMENT do not usually suffer fools gladly and this chap is clearly not good at his job and has no business sense nor manners!

I received my châteaubriand on time and perfectly butchered. Cooked it last night on a cast iron grill and proved to be excellent. I wish this company could improve communications. There is a massive difference between the quality of their product and quality of their customer service.

Extremely disappointed
Rubbish service
Orderedt weeks ago,not delivered
A scam

I ordered on line a order of £190 that was on top of a order of £350 and used the code offered to me Hello10
which should have give me £19 off but once I had paid I realized that they took the code offer away and charged me the full amount, I emailed into them and of course they have just blanked the email, having used Dukeshill for quite a few years for Xmas orders I can honestly say this will be the last time I will use them, I have seen a shift in their attitude towards me and I am sure others which is quite negative considering you are paying top dollar for the food. my advise is keep away and shop elsewhere which I am sure would also workout cheaper

Terrible company
Ordered a turkey to be delivered 7/11/25 for a family lunch . Was assured three times by the salesman that turkey for the required date wouldn’t be a problem . Rang at 3pm on the 7th to chase deliver and was told sorry Turkeys not ready until December . Lady on phone said she would refund my money and get manager to call me . Got my money but no apologise from lady on phone or call back . Customer service awful . Never again will I call them

Pictures of steak were misleading actual delivered product looked nothing like the images on website. Very disappointing slice of meat!
Customer service were argumentative and un helpful, driven only to deflect and wear down complainants!

This does not even deserve one star!!! I had a very bad experience with this company, where they mixed up the post code for a present I sent to my Dad for Father's Day. They did not even tell me that they had not delivered, and I have no idea where the parcel went! I emailed them to complain and my email was ignored! I spoke to customer service who was pleasant but just offered me 25% discount on another order. When I said that was not good enough, they then offered to give me half of my money back but never actually did!!! Had they dealt with this better, and at least refunded me in full, I would not be giving this poor review! Very disappointed as I have used them once before about 3-years ago and they were amazing. Sadly, they seem to have got too busy with new computer systems that are not personal, and do not care about their customers anymore!!! .

arrived a day late, one item a day past its use by date and one item not safe to eat

I was told that one of the products I ordered (salmon pâté ) wouldn’t be available for my delivery slot- I could either change the slot or not have the pâté.
I also ordered the lamb fillets which you could tell were good quality but lacked any ‘Lamby’ flavour. The dauphinois potatoes were Bayley and Sage but tastey.
I won’t be using Dukeshill again unfortunately.

I read with interest "DuksHill's"…
I read with interest "DuksHill's" statement on their website. They express their devotion to quality food. Indeed most of this is probably true. Their hams are excellent.
So why one star. In all honesty I would prefer 0 stars.
The problem as I see it is their ""Customer service"" or lack of it.
Communication is poor and often after delivery when you are told an item has not been delivered!?
You do get an apology, but it seems automatic and not sincere. You are refunded, but in the case of multi-packaged deals this simple compensates "DukesHill" for their loss in failing to deliver.
I deal with many online customers due to mobility issues, and have found all better than "Dukeshill" - Donald Russel for example and the Cotswold Cheese company.
In short this company is failed by its customer relations and fall back reliance that ""we are only human"". They seem to believe that failure to deliver, even given weeks to organise the delivery is not their issue, they think that a mere sorry ""after delivery"" is sufficient.
I admit to being sorry that I have removed my name from their customer list, due to their great hams.
But I cannot rely upon this company ( probably due to their customer care managers and management) to fairly organise their business. AFTER ALL GOOD CUSTOMERS SHOULD BE ENCOURAGED and communicated with ahead of issues which all companies have. Not this one though.
Make your own decision on dealing with "DukesHill".
Chris Newman

Date of experience: 25 April 2025

A shambles when it goes wrong. 12 out of 17 Xmas reviews are negative. They are not a family company. They are now owned by private equity. CEO hides behind his customer service desk and refuses to engage. Despite being told twice they would review the phone tapes, it turns out they deleted them. Wouldn’t offer cash compensation, only a voucher after much argument. Not fit for a royal warrant

As a loyal Dukeshill customer (for many years), who has purchased hundreds of pounds of meats, cheeses and luxury hampers, I recently made a £234.00 GBP order (purchased on Sunday the 30th March 2025) for Easter, with Dukeshill and I booked a calendar date for the delivery on Thursday 17th April 2025 (as agreed). However, I received a mobile voice message from Dukeshill on Wednesday 16th April @ 3.38pm stating that they could not supply the mash potatoes I had ordered and they would refund my account. I was also informed at 07:00hrs, on the 17th April, by email, that my Dukeshill parcel would be delivered by 09:01-10:01am that day (which I received at 9:03am). However, when I opened the parcel the Whole Bone-in Leg of Lamb ×1 2kg £49.95 was not in the parcel. I contacted Dukeshill Customer Services immediately at 09:30hrs to inform them that the Leg of Lamb, I purchased especially for Easter, was missing from the parcel. I actually had to call Customer Services three times that morning because their phone connection was faulty. Finally, I spoke to one of their advisors who could only say that she understood how disappointed I felt and suggest that they would refund my account. As they had no further delivery times over the Easter Weekend, she also said that they could not replace the missing Whole Bone-in Leg of Lamb ×1 2kg £49.95 that I had purchased, in time for Easter. I informed Customer Services that I was very disappointed with this poor communication (leaving a voice message on my mobile on the Wednesday to say that they did not have the potatoes and had to refund me). DukesHill states that if they cannot fulfil your order, they will offer a replacement (which they had not done). I was also very disappointed with the poor Customer Service at Dukeshill as they expect their customers to pay for the goods immediately (in good faith) when the order is placed and expect customers to choose a delivery date from a limited delivery calendar, only to find (too late in my case) that their order has not been fulfilled. If I am paying for quality products for a holiday celebration, I expect to receive them. For this reason I will find another supplier for my holiday food.

Placed an order for 3 packs of old fashioned rind on middle bacon. Received 2 packs of normal back bacon and 1 pack of bacon chops. Disappointed I didn’t receive what I ordered initially emailed to inform them. That was 6 days ago, other than an acknowledgment of receipt of my email I have heard nothing since. Whilst accepting some staff may be off over the feastive period I still believe those owning/ managing the business would have had the decency to respond with an explanation. The acknowledgment requested patience, I wonder is that because they receive so many complaints?
Their bacon packs are clearly labelled so how can a mistake be made when packing an order.
I have since ordered from another supplier, who in fact was cheaper, both in product price and delivery charge, and has the ability to supply what I requested and paid for. I asked for certain products, Dukeshill didn’t supply, Dukeshill requested a certain price , I supplied the right money.
There are more reliable suppliers so void this one.

I spent over 1 hour on the phone arguing about meat that was really tough, they say it’s the oven it’s cos us customers are leaving it in the fridge every excuse possible, if there is an issue do not order or you wont get your money back ,
Wasted £156.95 for tough fillet and lamb that had so much blood in the bag, obviously a messy slaughter. And stressed animal hence tough meat .
Waited 4 days for reply for a voucher, when you don’t trust the meat anymore why would you go back .
Shove there £10 cash and a voucher that I don’t want to return disgusting treatment .
Cant even hear themselves when they talk over you that they are doing it.
I’m done of 4 years with them, and if I’ve had prob 1 other refund thats cos meat up to standard .
There are much better places out there