Hi Andrew,
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience caused by the delivery issue. While we work closely with DPD, we unfortunately have no direct control over their delivery processes, and it appears this situation was a mistake on their part. To resolve the matter promptly, the package was retrieved and properly disposed of.
As soon as we were informed of the issue, we acted promptly by issuing a full refund to ensure you were not left out of pocket. Additionally, we extended a £10 voucher as a gesture of goodwill, reflecting our commitment to making things right and valuing you as a customer.
We believe we have taken every possible step to address this issue, and we deeply regret that your experience was not what you expected. Over the last 30 years, we’ve built a reputation for quality and customer care, and we hope you will reconsider us in the future so we can deliver the exceptional service we are known for.
Regards,
The Regal Fish Team
Hi John,
Thank you so much for your kind words and positive feedback! We’re thrilled to hear you enjoyed your experience with us. However, we noticed you gave us a 1-star rating. If this was an error, we’d greatly appreciate it if you could update it to better reflect your experience. If there’s anything we can improve, please let us know as we're always keen on finding ways to enhance the business.
Regards,
The Regal Fish Team
“This was my first experience purchasing fish online, and I decided to go with this company for my Christmas Eve dinner. I wanted to try something different and had really high hopes. However, when the order arrived, two items were missing (despite being listed on the delivery paper). I immediately reached out to their live chat, only to be informed that the fish I wanted was unavailable. While they did attempt to call me, who actually answers phone calls these days? If you can't reach me, just send me an email. The agent mentioned that they were unsure if they would have this fish in stock by Christmas (even though it's still listed on their website as available for purchase). They refunded me to my online account instead of back to my bank, which was quite a hassle. Also they bombard you with calls rather than responding to messages which is annoying.”
Good afternoon, thank you for your review. I am sorry to hear of your disappointment with our service. I would like to respond to some of the points you have raised with us. Unfortunately the monkfish was not available due to the adverse weather recently, this has affected the catch supplied from our sources. We prefer to give our customers a call to inform them of any unavailability and speak to them in person if possible, this way we can give full information and answer any queries. We made two calls to discuss this with you, we apologise if this came across as bombarding you with calls. We take into consideration how it can be difficult for people to speak to someone in person at a Company sometimes and more often than not it can be an automated service which can cause frustration, we like to give our customers that personal touch and interaction. We are reassessing the monkfish situation/availability again on Monday and therefore have left the product on our website for now, however this will be removed from sale should the supply continue to be unavailable. Please be assured we refunded your payment method, we don't have an online account option, either credit/debit card, apple-pay, or paypal, your refund will have been processed to the payment method that was used. We are very sorry for the inconvenience of the product not being delivered, it was beyond our control in this instance. If we are able to assist you any further in this matter please email info@regalfish.co.uk we will respond by email only and no further calls as requested.
We trust the information provided may go towards a more detailed explanation.
Kind Regards from Penny on behalf of the Regal Fish Team.
Hi Anthony,
Thank you for your feedback. We're sorry to hear that your experience didn’t meet expectations. At Regal Fish, we take pride in delivering high-quality products, and it’s disappointing to hear you felt this wasn’t reflected in your order. I have passed your feedback onto our customer care team who will be in touch shortly regarding your feedback.
Regards,
The Regal Fish Team
Hi Brian,
Thank you for bringing this to our attention. We’re very sorry to hear about the issue with the haddock fillets and for any delay in our response. This is absolutely not the standard we aim to uphold, and we understand how disappointing this must have been.
Our team is currently reviewing the photographs and investigating the matter thoroughly. We'll be in touch with you directly very soon to resolve this.
Regards,
The Regal Fish Team
Hi There,
Thanks for your feedback & I'm sorry to hear this is your experience with Regal Fish. I can assure you this is not our usual standard of high quality seafood. Please note I have passed your comments on to a member of our team who will be able to look into this further. Please don't hesitate to get in touch regarding any issues you may have by email info@regalfish.co.uk or by phone 016526 62100.
Regards,
The Regal Fish Team.
“Had to give at least one star I would personally given this none. Very poor, small pieces of fish looked like trimmings, four prawns in the pack and a overpowering sauce. I love cod, prawns and capers so thought this would be lovely sadly it wasn't. Would not recommend overpriced waste of money.”
Hi There,
Thank you for your feedback. We're sorry to hear that our product didn't meet your expectations. We take all comments seriously and will review your concerns with our team. Your experience doesn't reflect the quality we aim for, and we'd like to investigate further. If you could let us know your order number and email it to info@regalfish.co.uk we can look into this for you.
Please feel free to reach out to us directly so we can make your Regal Fish experience right.
Regards,
The Regal Fish Team.
“I received no warning of the time of delivery of some fresh halibut and frozen prawns. I live alone so buy more than I need and freeze the rest. When I returned home I found that the delivery had been left outside my front door and the prawns had defrosted, so I had to throw them away. If I had been warned of the time of delivery and I was going to be out, I would have left and insulated bag with ice packs for the fish to be placed into.”
Hi Anthea,
Thankyou for bringing this to our attention and I'm sorry to hear this has been your recent experience with Regal Fish. I can assure you this is not our usual standard. I will pass this onto our customer care team but in the mean time if you'd like to contact us with your order number via our email: info@regalfish.co.uk or call us on 01652 662100.
Regards,
The Regal Fish Team
“I have separately emailed my complaint but found your 'Contact Us' form to be completely useless as when trying to submit the competed form it just comes back with the error '404 Error - Page not found'”
Hello,
Our contact form is now operational, so you can use it to report any issues. Alternatively, you can email us at info@regalfish.co.uk, and we'll address your concerns there. If neither option works for you, please reply with your order number and last name, and we will reach out to you directly.
Regards
Team Regal Fish
“I ordered 2 x 500g salmon and I am expecting it to turn up in 2 packagings and not 1 big salmon. I felt I had been cheated with the pricing and how the way the order system works. Ended up I having to cut it up myself which made a mess in my kitchen.
The cod fish was badly managed too. The quality of the cod fish meat was bad.”
Thank you for your review and feedback. Please accept our apologies for your disappointment with the order on this occasion and it was not as expected. I have now passed on your comments to our Customer Care Dept, they will be back in touch with you to discuss this and offer a resolution for you. We value your custom and appreciate you flagging this up with us.
Once again we are sorry to hear of this matter.
Kind Regards from the Regal Fish Team
Thank you for your review and comments. We apologise for any disappointment that one of the products on your order was unavailable on the day. We will keep our customers notified should a particular species not be available, this can sometimes occur due to weather conditions, supply chain etc. We apologise and trust that you enjoyed the rest of your order delivered. Kind Regards from Penny on behalf of the Regal Fish Team
Thank you for your review, I am sorry to hear of your dissatisfaction. Upon checking I cannot locate an email from you, if you would be so kind to please send to info@regalfish.co.uk (FAO Penny) and I will ensure this is dealt with promptly and inform our Customer Care Dept. You may also call us on 01652 662100 if you prefer. We will aim to resolve the issue to your satisfaction for you.
Regards from Penny on behalf of the Regal Team.
“Quite disappointed with the fish quality for the frozen snapper. Packaging of the product make the fish quality looks bad.
Changing website doesn't means quality of fish has to be changed too.”
Hi there,
Thank you for your feedback. We individually vacuum pack our red snapper to ensure it stays freshly frozen and avoids freezer burn, optimising the quality of the product when it defrosts.
We are currently reviewing our packaging to investigate how to improve it moving forward.
All the best,
Regal
