Dukeshill Avis 41

I ordered a chateubriand for Easter Sunday. This was a special meal for my Mum who is 86 and has Alzheimer’s and a good friend who is recovering from breast cancer. I was devastated when on the delivery day I found out that the delivery address and my home address had got merged. I don’t know how this happened but it had taken me 4 attempts to place the order because I was trying to get a first order discount. When I rang customer services they seemed to be only interested in making clear that it was my mistake and showed no empathy for my position, which was really stressful. I know it was my fault that I hadn’t spotted the address issue but I was then told if I added a correct safe place or asked to be delivered to my neighbour it would still be delivered. I arranged this and it was some consolation when I had to go out and buy another piece of beef. I was told to ring back on Tuesday if not delivered. When it wasn’t delivered I rang back only to be then told by someone else that it was never going to be delivered and would have been destroyed. I complained about being misled and was given a tokenistic apology, saying they would review their communications but no real acknowledgement of their mistake or recognition of the additional stress this caused me by raising my expectations.

Called to see where an order was (ordered weeks ago for delivery tomorrow) to be told they can't send. Useless

I ordered the lamb for Easter . It arrived exactly when they said nicely wrapped with ice . I just cooked it for our family.
It was amazing ! Absolutely delicious, I will use this company again

We had our first oder last week 14th February its well packed with ice bags and in one of those ice cold bags too we also got a £10 for our nexted order and the service is excellent and the food is to die for highly recommended

When I saw the price of the bacon I thought "wow this will be special" how wrong was I, the rashers were thinner than ham and didn't have any fat on, when cooked it was hard, flavourless and needed 6 rashers to cover a slice of bread which makes for a very expensive sandwich, shame I can't submit a photo to get my point across

The steak I purchased look nothing like the picture on there site it’s so small and it’s supposed to be for two people ,and at £25 very disappointed , next time will go to my local butchers , won’t be buying again from this company , buyer beware .

I ordered a ham and an oak smoked side of Salmon for 23 Dec. After umpteen phone calls and being told that it would be now be delivered on the 24th because DPD had run out of time. Having been in catering for 50 years I knew that the Salmon would not be safe after 56 hrs in transit. It transpired that lies were told and the order had never been sent.
This completely messed up our Christmas. No apology was given and a derisory £10 voucher was to be added to my reimbursement. That was the last straw. I managed to get a £30 voucher which I still consider to be derisory. I finally got my money back after 15 days. Id decided to buy a side of oak smoked salmon with the voucher as I knew this voucher would be forgotten about. A side of salmon was sent. Guess what? Delivered to the wrong address a mile away.
All in all an appalling experience from an appalling company. Royal warrant should be stripped!
I have written to the CEO a hand written letter.2 weeks on I have had no reply.
Mark Gallagher is his name. He needs to get a grip of this company. It’s an absolute shower!!!

I received a text on 21st December saying I would receive a hamper that morning via DPD at a certain time. As I was at Church at that time I requested a redelivery the next day. DPD agreed but on the Monday I received a message to say that there was an "issue" and the hamper was being returned to Dukeshill. No further information has ever been given by either party. The hamper was a gift from my sister. Two lousy companies who I will never deal with again and would urge others to give them a wide berth.

Hamper not received because entered wrong postcode although the delivery address was correct . However hamper went back to their warehouse. Refused to refund my money . I m now out of pocket and product. Consumers'.Act 2015 states seller legally responsible to ensure product is received by buyer. Customer service absolutely unhelpful and non responsive. Promised reply within 48 hours from their automated email response. No direct communication at all until today. Over 1 month after order.

On a different matter, friend ordered hamper for me for Xmas. Hamper just left outside my home with no communication at all. Only spotted it when I was leaving the building. Hamper could have been soaked by rain or worst still, stolen by thieves.

Very bad all round especially for a company given a royal warrant. Will not touch this company again and will advise friends and readers to the same.

Awful nefarious company owned by two dodgy blokes who live in Fulham. You must AVOID this company. Bad meat, bad service. How on earth have these guys got a royal warrant?

I am very unhappy! I have had an account with Dukeshill for several years with no problems and always been pleased. But In early December, after I ordered £75 worth of Christmas food, my delivery never arrived! The delivery company (DPD) informed me they couldn’t deliver because they didn’t have my full address (we were home so why didn’t they ring me?)! I gave them my address after they said they would re-deliver the next day. Again, no delivery, then I’m informed the goods were on their way back to Dukeshill! And Dukeshill say they won’t reimburse!

SO CUSTOMERS…PLEASE BE BEWARE…if you have an account with Dukeshill, do always check your address with each order because Dukeshill’s website doesn’t automatically fill in the address, or details, you would have previously provided with earlier orders.
I did send a message to Dukeshill asking for support with this but to date they haven’t even had the courtesy to respond. I know I wont be using this company again and I urge prospective customers not to either!

Very disappointed. Received a hamper just before Christmas as a gift. Fortunately opened before Christmas Day, one of the 3 cakes had a very short use by date (before Christmas) and another was in the early new year, clearly have cakes with long dates because the third one lasts until April!

Emailed to raise and was ignored. Chased in the new year and the response was essentially tough and thanks for letting us know, which was rather odd. When I replied I was told if it was billed as a Christmas hamper they would have taken a different view, even though the hamper was clearly a Christmas gift with a Christmas message. Customer service representative clearly not interested. Response was quite blunt. No further response received even when responded to address the bizarre comment about having a different outlook if it had specifically been a Christmas hamper. Awful customer service so I will not be using the company personally and will be contacting the sending to warn them too. Disappointing.

Bought a rib of beef, first time I’d ordered from Dukeshill. The meat was tough and tasteless and given they are charging premium prices I’d expect much better. I emailed before reviewing and they didn’t even have the courtesy to respond. AVOID

Ordered a two rib roast for Christmas. It was cooked and then served - what a disappointment. It had a third of the joint as fat and the remainder was tough and unappetising. Complained to Dukes Hill with a photo but other than an automated response I’ve received no communications. Disappointing as I’ve had good food from them previously but I’ll go elsewhere next time.

Christmas order was due to arrive on 23/12/25. A box did arrive - containing completely the wrong items! After 30 minutes I spoke to Customer Services who told me my delivery was still in the warehouse and would be delivered on 24/12/25.
By mid-morning on Christmas Eve I had heard nothing confirming delivery. After another 30 minute wait I again spoke to Customer Services who didn't know where my parcel was and it wasn't going to be delivered that day!
So on Christmas Eve I had to go to the supermarket which was the last thing I wanted to do and the whole point of ordering from Dukeshill!
I have received a refund but no apology and no compensation for the stress of it all.
Why would I order from them again?!

What an enormous disappointment from a company which holds a Royal warrant. I feel ill-used! My order was made in November for food for my family New Years Eve party. Only the day before did a meagre parcel arrive which lacked the main ingredients for two courses of the party! A short note saying that they did not have the food was included in the parcel thus ruining our party. Never again will I use this company. Beware!!

Well I have had a game pie from these guys. Absolutely gorgeous never had one so nice I couldn't leave it alone.
Secondly I had a three rib joint of beef was out of this world melted in your mouth.
All I can say my dukes hill experience was amazing
Thank you so much I will be in touch next year

So disappointed with this company. Ordered the Christmas hamper to be delivered on the 23rd December, as a surprise to a very kind special elderly (but fit 😊) neighbour, who has helped me so much, walking my dogs every day since I broke my foot.
I was alerted by the courier on the 22nd Dec that they have been requested to deliver, but waiting for item to be dispatched to them. I then got an email from Dukehill on the same day with the invoice saying the hamper has either been delivered or will be. On the 23rd December nothing was delivered. I phoned customer service on the 24th December, who then confirmed that the hamper was put on the pallet but never got to the courier, and there was no more hampers to dispatch!
Though the gentleman in customer service apologised and was very nice and issued a refund. But I’m sure you can understand how upset I was, that I wasn’t able to Thank my Neighbour with what would have been a lovely Christmas present, and been so late I couldn’t replace it with a new gift.
The only positive I will give, is the customer service staff I spoke to was very professional and sounded genuinely disappointed for me!

Had I have read these reviews , no way would I have placed an order with this Company.

I recently placed a large order with Dukes Hill after seeing their adverts. I must say that I am most disappointed with the service I have received. The delivery was bad, they never rang the bell just left my order on the doorstep. I have emailed the company 4 times and received no replies, from asking initially about the freezing of one of their pies, which was advertised as could be frozen and then it said fridge only. I eventually on Christmas Eve decided to phone Customer Services. The sliced ham that I received , one of the boxes was perfect and the other two were very fatty. This I conveyed to the lady on the phone who was no help at all, she just said next time you order, you must say it must be lean. I assured her there will NEVER be another order.

I am very disappointed with Dukeshill, I received my order today and the mince pies were all over in the box and when I tasted one it was very underwhelming for the price. My Large Family size pork pie(If your family consists of 4 people) was use by Boxing Day (3 days) as was the sausages. I will buy locally from now on, this company is a rip off, it all looks lovely in the brochure but very disappointing when you receive it.