Hi There,
We're very pleased you enjoyed our smoked fish and pate. Our packaging has been through a lot of testing to ensure our products are received in the freshest condition possible. I'm sorry to hear that it did not meet your expectations. I will pass this along to the relevant teams to discuss this further.
Regards,
The Regal Fish Team.
“Mixed experience so far .
My first order a month or so ago had excellent fresh trout fillets and sea bass fillets. However, the packs of 2 haddock/cod portions with flavoured sauce were disappointing with the fish portions differing in size and thickness, one a terrible skinny tailend with little meat on it. Service has been ok.
I made a second order on 15th January, at which time the reward points for my first order were not showing on my account. Just a kilo of fresh trout fillets this time.....not so good as the first trout fillets I received....some of the latest order were breaking up and not nice firm flesh...result of rough handling in preparation?
Delivery service has been good.”
Hi Peter,
Thank you for your feedback! We’re glad to hear you enjoyed the fresh trout and sea bass fillets in your first order, but we're sorry to learn that some of the other items didn’t meet your expectations. We understand your comments about portion consistency and fish quality—We take pride on having loyal customers who receive our premium seafood time after time. I will pass these comments on to the relevant team to inspect this further.
Regarding your reward points, we’d be happy to look into this for you. I'll pass this along to the relevant teams to sort any issues out.
Hope this helps.
Regards,
The Regal Fish Team
“Product arrived on time , well packaged and as I expected tasty , however , the price was more than I am willing to pay for a regular delivery . In addition I'm not confident that the packaging is environmentally sustainable”
Hi There,
Thankyou for your feedback. I'm so glad you enjoy our products and found our service reliable. In regards to the sustainability aspect of our packaging, our insulation is 100% Pure Wool & is a super-smart natural insulator, this is completely compostable, both at home and in an industrial composting facility. Remove the plastic outer and put the wool into your garden/bio waste bin. Our wool is washed, scoured and processed. It can go into the same waste stream as compostable film and garden waste. Our cardboard box is also 100% recyclable along with most of our plastic packaging. If you'd like any more info on this check out our FAQs on this here: https://regalfish.co.uk/qr-recycle/. Or feel free to get in contact with our friendly staff on 01652 662100.
Hope this helps!
Regards,
The Regal Fish Team.
“Regal Fish is very good but more recently the Seafood Sticks are rather tasteless and the Butterflied Prawns seem smaller. Frankly I’d rather pay more for a decent product.”
Hi Susan,
Thank you for your feedback. We're delighted to hear you enjoy Regal Fish, but we’re sorry to learn about your concerns with the Seafood Sticks and Butterflied Prawns. We pride ourselves on delivering premium quality products and are disappointed to hear you feel like we may have fallen short. Rest assured, your comments will be shared with the relevant teams for review. Maintaining high standards and ensuring customer satisfaction is our top priority, and we truly appreciate you taking the time to share your thoughts.
Regards,
The Regal Fish Team
“Salmon fishcakes are a lovely substantial lunch, very tasty.
However I am dismayed by the amount of plastic packaging used to contain the fish cakes. The bag measures 30x19 CM with only 2 fish cakes in it (even when ordering more than 2 they all come separately wrapped). The bag is big enough to hold 6 at least.
Please review the use of packageing!”
“I was planning to put the whole package in the freezer but noticed one or two fillets had slightly soft edges, i.e. not still totally frozen, so I cooked them the next day. I also noticed that the fish had been originally frozen in the summer of last year which seemed a long time ago although it still gave me a good few months of viability. I haven't got total confidence in this supplier but will give them another go in due course. the fish was fine by the way.”
Hi Geoff,
Thank you for taking the time to leave your feedback. We take great care to ensure our products are delivered in the best possible condition, but we’re sorry to hear that these fillets didn’t arrive completely frozen. This is something we’ll be reviewing with our team to see if adjustments can be made to improve consistency.
I have passed your comments on to our customer care team who will be in touch shortly to hopefully resolve this issue for you.
Regards,
The Regal Fish Team
“The fish was lovely. But, the bit I didn't like was the amount of water that came out when it defrosted. This water I'm paying for and I don't like it”
Hi Peter,
Thank you for your feedback! We’re glad to hear you enjoyed the fish. The water you noticed is due to the nature of frozen items, as moisture is retained to help preserve freshness. If this is something you’re finding challenging when cooking, we recommend defrosting the fish fully before use to help reduce the water content. I have passed on your comments to the relevant department to look into this.
Regards,
The Regal Fish Team
Hi Tony,
Thankyou for your feedback & for being a regular customer of ours. I'm sorry to hear your recent order hasn't met you're usual expectations of us. I will pass on your feedback to our customer care team who will be in touch with in the week to help you with this issue. We appreciate your continued support and look forward to making your next order as satisfactory as usual.
Regards,
The Regal Fish Team
“After many years of excellent 5 star service and quality under the new owners both are falling. The smoked fish does not seem the same and the product range is reduced. The latest is no breaded cod and no idea when it will be when I contacted them. Even the telesales team didn't call last month The new management team need to focus on whats in the packet rather than fancy coloured packaging. I write this in the hope it might help the situation improve.”
Hi Andrew,
Thank you for your honest feedback and for being a loyal customer over the years. We're truly sorry to hear that your recent experiences haven't met the standards you've come to expect from us. We understand your concerns regarding the product changes and the service issues you've encountered, and we apologise for any inconvenience this has caused.
Our product range is continuously evolving to suit our customers' preferences, and while some items may not always be available, we are working hard to ensure we meet the demand and provide the best quality seafood.
In the mean time I have passed your feedback onto the relevant team members & they will be in touch soon regarding your issues.
Thanks
The Regal Fish Team
“We have ordered these Prawns regularly and they are very good
However you changed the pack size but not the price, so hey are no longer that competitive”
Thank you for your review and comments. We are sorry to hear of your disappointment, our supplier did change the size pack of the King prawns, however the larger bag was roundabout £15 and our smaller bag has reduced in price to £11 per bag. Please be assured we maintain our quality of products and our pricing reflects this. We would like to thank you for your loyal valued custom and we look forward to supplying your seafood needs in the future.
Kind regards from the Regal Fish Team
Hi Pat,
I have passed on your issue to our customer care team. In future please don't hesitate to contact us on 01652 62100 or Email at Info@regalfish.co.uk.
Hopefully we can get this rectified soon.
Regards,
The Regal Fish Team
“I have NO problems with the fish and the company who supply the fish. My problem was with the delivery! It went to another address over a mile away! The address had no connection to mine (such as a similar number or road for example) ..in fact it was left outside a school ! ..it was just negligence by either the driver or the company in my opinion. Luckily the teacher who spotted it kindly drove to my house and delivered it before things spoiled inside After all it was FISH inside! So that’s why I’ve given the middle rating Regal Fish do good fish. They just need to use a different courier or I will be very wary about ordering again because we are talking perishable goods!”
Thank you for your feedback and for acknowledging the quality of our fish. We sincerely apologise for the issues you experienced with the delivery. We completely understand your frustration, especially given the perishable nature of the order.
I've let our customer care team know about this and they will be in touch over the next few days. We’re also addressing the issue with our courier service to prevent similar incidents from happening in the future. Your satisfaction is important to us, and we take this matter seriously. We hope you'll give us another chance, and rest assured, we're working hard to improve the delivery process. Thank you again for your understanding.
Regards,
The Regal Fish Team
Hi Roy,
Thank you for sharing your feedback. We're really sorry to hear that your last order didn't meet your expectations. We strive to offer the best quality and value. Your feedback is important, and I will be passing your thoughts onto our customer care team. If you'd like to discuss your experience further, please feel free to reach out.
Thanks,
The Regal Fish Team
“Hi,
My recent order #23111 where I ordered 3 x Salmon Fillet- turns up with one big slap of salmon. I ended up having to cut them up myself.
This is not what I'm expecting and it is the 2nd or 3rd this happens. Is there a way that we can prevent this from happening? It is not very pleasing when you end up having to sort your order out when the order indicated 3 x and not 1 x”
Hi Jolynn,
Apologies for the confusion on your recent order. I can see you've ordered the Salmon fillets which come in either 1kg or 500g options. If you were looking for these to be cut into portions, we offer single fillet portions or frozen portions for your convenience.
Single Salmon fillet - https://regalfish.co.uk/salmon/salmon-fillet-portion/
4 Frozen salmon fillet portions - https://regalfish.co.uk/salmon/4-frozen-salmon-fillet-portions/
If your struggling to find these options on our website, we recommend using the search function to find exactly what you're looking for. We're also available over the phone (01652 62100) or email (info@regalfish.co.uk) to help our customers where we can.
I have passed this onto our customer care team for further investigation into your recent order & please don't hesitate to get in touch with us on this issue.
Regards,
The Regal Fish Team.
“Skate lovely, however I thought I would get a larger piece of Cod to cut myself. A bit disappointed as some of the fillets were too large and if cut in half too small. Can't fault you on delivery and freshness.”
Hi Sheila,
I'm glad you enjoyed your Regal Fish delivery overall. I have passed your comments on to the relevant team so we can look into this further.
Let me know if theirs anything else we can help with.
Regards,
The Regal Fish Team.
Hi June,
Thank you for your feedback. We're glad to hear that you are pleased with the cod fillets. However, we are sorry to learn that the monkfish pieces did not meet your expectations.
We are always looking for new ways to improve so we appreciate your input and have passed your issues on to our customer care team for further review.
Regards
The Regal Fish Team
Hello, thank you for your enquiry. I have provided the link below of this product, I can confirm that the whelk meet is not available in 1kg packs currently. The two bags of 400g each are the ones delivered from the order.
https://regalfish.co.uk/cooked-whelk-meat/ Cooked Whelk Meat 400g
I hope this helps,
kind regards from the Regal Fish Team
