“I'd normally give 5 stars, but this time, I ordered 2 boxes of the smoked haddock wellingtons as part of my order, but received 2 boxes of salmon wellingtons instead.
I hadn't had any notification of change and there's no time to unpack on the doorstep.
As they are so expensive, I decided to eat one, instead of cooking two separate meals, but I dislike salmon and being lactose intolerant, the extra buttery sauce left me feeling queezy all evening.”
Thank you for your review, I am so sorry you received the incorrect wellingtons on this occasion. This was an error on our part and not a replacement product sent as we would always advise customers of any changes prior to a delivery. Please accept my apologies.
I have logged this with our Customer Care department who will contact you within 48 hours to discuss rectifying this matter for you.
Please do not hesitate to contact our head office anytime (01652 662100) should anything need to be raised with us so we are able to put it right for you.
We will be back in touch in due course.
Kindest regards the Regal Fish Team
“Having found brown shrimp unavailable for some reason at our local stores and supermarkets, for the Potted Shrimp starter at a family lunch, I was relieved to be able to buy in suitable quantity at Regal Fish; plus some smoked haddock fishcakes which have also disappeared from shop chilled cabinets. Delivery was not cheap for such a relatively small order, but it arrived on time, well packed for our parcel bin had we not been in. A useful online resource for quality seafood.”
“Regal fish has been a very good source of quality fish products for us, we usually order the breaded haddock whick is great. We are often trying other products and have been ordering for some time now. The quality is first class but the prices can reflect that so if you are shoppping on a budget be carefull waht you pick.”
“Good customer service, courteous delivery driver, great product (400gm raw and deveined king tiger prawns, but I would like it in 1Kg bags again, please). Also, I miss being able to buy the Paella Mix and the Gilt Head Sea Bream, too!”
Hello, thank you for your review and comments. Please let us know the product you are referring to, happy to assist you in this matter and provide further info if required.
Kind regards from the Regal Fish Team
“The fish is very fresh and excellent quality.
When DPD delivers it then the quality is not so good. The masses of packaging seems to defrost the product”
Thank you for your review and feedback. I am sorry to hear of your experience receiving the goods via Courier. As our Regal vans are temperature controlled with a chiller and freezer section. when sending via Courier all the fresh/frozen items are packed in sealed cardboard boxes containing WoolCool insulation and specialised ice pack agents/dry ice to ensure the goods are kept at the correct temperature during transportation for 48 hours. The quality of goods should not be affected using this service option.
Kind Regards from the Regal Fish Team
Thank you for your review and feedback. When we send our goods via Courier all the fresh/frozen items are packed in sealed cardboard boxes containing WoolCool insulation and specialised cooling agents/ice packs to ensure the goods are kept at the correct temperature during transportation. They will slowly gradually melt however this keeps the internal contents at the required temperature. I hope this puts your mind at rest.
Kind Regards from the Regal Fish Team
“fish was great. packaging could be improved by leaving a slight gap betweenn fillets so that if you only need one from the freeer it would bbe possible to break thje side and remove just one .”
Thank you for your review and comments. The duo packs are vacuum packed with the two fresh fillets in one vac pack, should you wish to use one at a time we would recommend to separate these up on delivery and bag them up individually so you can take out one a time. We hope this helps. Kind regards from the Regal Fish Team
“The fish is good.
This was my second delivery & everything worked well except I would like notification of when the next delivery is & then be left to make my order online.
I am at work & the phone calls came at inconvenient times. So far I’m pleased with the quality of fish & service.”
Thank you for your review, we are delighted to hear you are happy with our service and products. We will amend your contact details to cease the calls for you and send an email notification only, you may then place an order online at your convenience. I trust this meets with your approval.
Kind Regards from the Regal Fish Team
“First contact through door to door delivery. Very happy with service and quality. No further contact. Further order from website arrived on time and in good conditon.”
“Extremely good service with easy website with photos of meals. Excellent own delivery service with very helpful drivers. A good selection of quality meals. Suggestion: What about larger portions for bigger appetites?”
“Have used Regal for many years but have been disappointed recently with a couple of points.
Had a courier delivery recently and the order was totally wrong and not items ordered by me. The problem was sorted by Regal who sent out the correct order within 3 days. Have never used courier service before as normally have Regals own van delivery. The second problem is the change to the online ordering site which is not as easy and clear to navigate as the old system and there was no option to choose a delivery time slot and have to wait till delivery day to get notification of an approximate delivery time, not so customer friendly.”
Thank you for your review and comments. I am sorry to hear of your disappointment with the last delivery and our timings offered now. I am glad the initial issue was resolved quickly for you and you received the correct missing items, this was an unfortunate mix up at our end. We will always aim to offer a resolution to our customers in a timely manner to their satisfaction.
We did amend our delivery timings with our Regal vans at the beginning of the year. This has been implemented in line with our Company improvements to offer a more efficient and environmentally friendly service to our customers Nationwide. Our default times are between 1pm - 7pm depending on region. We added a notification system whereby our drivers will send an email/text with a 2-hour ETA time slot once they leave the depot from late morning onwards. Our goods can be left in a preferred safe place in an insulated Regal cool bag including cooling agents. We appreciate customers may have commitments on the day and not be available when the driver arrives, however we are happy to leave the goods in a safe place.
We do appreciate your feedback and value your custom.
Kind Regards from Penny on behalf of the Regal Team
