“Good quality trout
The big issue with this order is that the 1kg of trout were not individually wrapped, they were in one large blob - which made it really difficult to freeze them without them sticking together. Please would you be able to send them wrapped individually next time?”
Thank you for your review and comments. Upon checking I see the order was delivered via Courier. We vacuum pack the fresh wet fish for these type of orders, however we recommend to always separate any whole fish or fillets into individual bags prior to freezing. The vacuum packs are not suitable to put into the freezer as is due to the fish/fillets will stick together. I am sorry if you were unaware of this. We trust this information is helpful for any future orders.
Kind regards from the Regal Fish Team
Thank you for your review, I am very sorry to hear of your disappointment with the Salmon fish cakes. Please accept my apologies.
I have logged this with our Customer Care department, we would like to thank you for taking the time to bring this matter to our attention. Customer feedback remains a most valuable component of our entire quality process.
We will be back in touch in due course, kindest regards from the Regal Fish Team
“I ordered Salmon, Trout and Halibut. The Trout fillets were not of the highest quality and appeared to have been machine filleted, which ripped 30% of them to almost be unusable for smoking. Disappointed ☹️
Although the ordering and delivery service was easy and prompt.”
Thank you for your review and feedback. I have logged this with our Customer Care Dept for you, I am so sorry to hear of your disappointment with the Trout fillets. We will look into this matter further and be back in touch with you within 48 hours. We aim to resolve this for you to your satisfaction.
Kind Regards from the Regal Fish Team
“The fresh fish was delivered by post, the packaging whilst preserving the fish, we believe is unacceptable with the need to cut out waste/packaging, earlier delivery by van/fish monger was preferred, we now intend going into town the the fish mongers”
Good afternoon, thank you for your review and comments. Please be assured we can still make our deliveries to you via our own Regal van and nothing has changed with our delivery service for you. Upon checking it appears that the Courier option was chosen online on this occasion, this is an alternative service offered to our customers should they require a more regular delivery service or outside of our scheduled dates with our vans. Please accept my apologies for any inconvenience caused. I can ensure we leave a note on your records you prefer our vans to the Couriers in the future. Our website will show them as 'regal van delivery' in the listings of dates available. We would be very sorry to see you go and lose your valued custom due to this matter, I am hopeful by providing this information you will reconsider your position and be willing to continue with our service. I hope this is helpful and puts your mind at rest with regards to the points you have raised with us.
Kind Regards from the Regal Fish Team
“Fish wonderful, service great
Yet again let down by a poor Carrier, left fish on Doorstep in the sunshine, as it happens we were in, couldnt be bothered to even ring the bell and wait 30 secs”
Thank you for your review and comments, I am very sorry to hear your comments regarding your latest delivery. Please be assured this information will be passed onto out Courier company so they are aware of the incident. Please accept our apologies for any inconvenience this may have caused.
Kind Regards from the Regal Fish Team
Thank you for your review and comments. Please be assured I have responded to your post above and our Customer Care Dept have now offered a resolution which I trust meets with your satisfaction.
Kind regards from the Regal Fish Team
“the first time i ordered it was delivered on time and still fresh , this second time i ordered it came on time but some of the fish had frozen itself in transit and the fillets where quit small compared to the last time , i will order again but if it comes like that again it will be the last time .”
Thank you for your review and feedback. I am very sorry to hear you comments with regards to your last order. I have ensured this has been logged with our Customer Care Dept. We will contact you to discuss this further. We will certainly look into this matter further.
Kindest regards from Regal Fish Team
“Less likely to order on line as I used to do as the web site is not as user friendly and I object to paying for my fish weeks before it is delivered. The fish was fine when it arrived.”
Thank you for your review and comments. We inform our customers of our pending delivery dates approx 7-10 days prior to our scheduled date. If our customers order online it is a payment at the point of sale so depending on the date the order is placed the payment is processed. If you prefer to order nearer to the date as long as we have 2-3 days notice prior to our delivery date we can still make the delivery. We can also take the order over the phone and arrange a day for payment that is suitable for you if that helps, Kind Regards from The Regal Fish Team
Thank you for your review and feedback. We do apologise, our luxury range of fish cakes are now in packs of 2, however they are a slightly larger fish cake with an improved recipe. We have brought on an 'essentials' range which include cod fishcakes available in a pack of 12. Perhaps you would like to try these ones on a future order, please ask our Agent for further details next time we contact you.
Kind regards from the Regal Fish Team
“I’d prefer not to be contacted so many times on my mobile. It’s an intrusion. I like to take my time and book online. The sales technique is very persistent and pressured.”
Thank you for your comments and review. I am sorry to hear this, we do appreciate how the calls may not be suitable for everyone depending on personal circumstances. We are always happy to accommodate our customers personal preferences of how they wish to be contacted. Please be advised that we also offer an email option whereby we can send our delivery date information every 6-8 weeks (but no calls) as a reminder. I have now amended your contact records for this option in the future. Please be assured it was not our intention to cause any intrusion. We trust this solution meets with your approval.
Kind Regards from the Regal Fish Team
“Always very pleased with the quality of fish and service however after receiving last delivery I’ve noticed that the haddock in two of the frozen packs has been caught nearly 2 years ago. The packs are still within their expiry date (until July) but I don’t fancy eating old fish.”
Thank you for your review. I can confirm that it is standard practise in the industry that some fish may be frozen for up to 1-2 years prior to purchase. You may notice these dates are similar when purchasing fish from other retailers also however this may depend on the species of fish and seasonality.
When a product is frozen directly from fresh and then kept in large commercial cold-stores this will keep in good condition for many months. Commercially-frozen products will retain their eating and nutritional qualities.
Due to labelling legislation updates all this information is required by law to ensure transparency for the consumer.
We pride ourselves on the quality of all our products including fresh and frozen fish and work closely with our suppliers to ensure our specifications and high standards are met. Please be assured this date and timescale is quite normal and I trust by providing this information this has put your mind at rest.
Kind Regards from the Regal Fish Team
“Loved hake bakes but you don't do them anymore and not a lover of cod. I don't like smoked or spicy so am now limited to salmon and fish cakes and a bag of prawns.”
“The product I ordered was a limited edition, and by the time of my ord
er I presume it was out of stock, and a standard Salmon Wellington was delivered instead. While this was acceptable, I would have liked to have known this in advance, and had the opportunity to choose something else. Also the replacement cost slightly less, and I don't know if an adjustment was made to my payment. The fish, as ever was very good.”
Thank you for your review and comments. I am sorry to hear of the product delivered not as expected. This may well have been an error as we do usually inform our customers if a product is unavailable prior to delivery. Please send an email to info@regalfish.co.uk or call us on 01652 662100 we will certainly look into this for you and rectify any pricing adjustments for you. Once again please accept our apologies for any disappointment.
Kind Regards The Regal Fish Team
“Not as good as it used to be. Lots of changes not necessarily for the better. I used to buy bags of salmon but now you sell them in two’s. The new website is difficult to follow , I’m very disappointed.”
Thank you for your review and comments. I am very sorry to hear of your disappointment. As a Company we always look to make improvements to our service and to our customers' experience. Our team will happily assist our customers should they need help with regards to navigating the website or further information on our products. Please be assured that the plain fresh/chilled salmon portions are still provided as individual portions in the vacuum pack pouches. You may purchase as few or as many as you require. This product hasn't changed to how we supply it. Please feel free to call us on 01652 662100 we are open Mon - Fri 8am - 7pm.
Kind regards from Penny on behalf of the Regal Fish Team
Thank you for your review and comments. I am very sorry to hear you feel that way. We pride ourselves on the quality we supply and our pricing reflects this. Please feel free to drop us an email to info@regalfish.co.uk we would be happy to look into the point you have raised with us and are open to finding out which products you may be referring to. Kind Regards from Penny on behalf of the Regal Team.
