Hi George,
I’m really sorry for the frustration this has caused, that’s not the experience we aim for any with any of our customers.
I can confirm that your order has since been refunded, and you won’t be sent any additional fish or charged again. Thank you for your patience while the team looked into this, and if there’s anything else you need, our customer care team is always happy to help.
Regards,
The Regal Fish Team
Hi Daniel,
Thankyou for letting us know about this issue. I'm sorry to hear you never received your order & this isn't our usual standard and not what our customers are used to experiencing. I have sent this query to our customer care team who will be in touch as soon as possible to discuss this further & rectify this for you.
Regards,
The Regal Fish Team
“Never had lobster before but my 11 year old son wanted to try it. Deshelled and placed in a creamy white sauce. Served with roasted potatoes wedges. It was awful, so salty. Never again. Sorry”
Hi Roy,
Oh no, we’re really sorry to hear the lobster didn’t meet your expectations. That definitely doesn’t sound right, it's usually delicate and buttery, not overly salty. If you’d like, we’d love to take a closer look into this. I'll pass this along to our customer care team who will be in touch shortly.
Regards,
The Regal Fish Team
“I ordered three frozen lobster they arrived promptly perfectly packed
I defrosted them slowly, the flesh was very dry but extremely salty it would appear that they had been soaked in brine at some point quite frankly, they were inedible even with a Thermidor sauce.
I complained straight away to regal fish sent them photographs of the uneaten dish but they never responded.”
Hi Bob,
I'm sorry to hear you did not enjoy our seafood. This is not the standard we aim for nor what our customers know and love about our products. I have passed your issue onto the relevant team who will be in touch to discuss this further.
Regards,
The Regal Fish Team
“Everything i ordered was very small and the quality was poor.... Very dissapointed with the amount of white quality crab meat, it certainly was not worth the money or the effort”
Hi Mark,
Thank you for taking the time to leave your feedback. We’re really sorry to hear that you were disappointed with the amount of white crab meat you received. That’s certainly not the experience we want our customers to have. Our team works hard to source the best quality seafood, but we understand this didn’t meet your expectations on this occasion. We do offer white crab meat on its own too if this suits your needs better. I will let our product development team know about your concerns and hopefully this won't continue.
Regards
The Regal Fish Team
“You do not want me to leave a review at this time ,You couldn't fulfil my order due to a problem with your delivery people,THAT IS NOT MY PROBLEM,Albeit I had people coming for dinner and I didn't receive my order and reluctantly had to buy carry out fish and chips at a considerable amount of money from my pension as I am a disabled pensioner who is also Housebound I was not a happy person ,However I contacted you and after our conversation I felt better as you said you would take money from my next order and you said hopefully I will feel better about the situation that was out of your control,To say I was DISGUSTED by the offer you have me in your follow up email that you would take £5 yes £5 off my bill ,Which if I had made the purchase my bill would have been almost £70 ,needless to say I most definitely was not going to continue with this order ,OR in fact any other orders ,As your Company caused me to have a £60 carry out Bill due to you not being able to fulfil my order ,IT'S an ABSOLUTE DISGRACEFUL INSULT ,,When you were supposed to be so sorry for the upset AND COST to me ,So no at this point you don't want me to leave a review,I will await a reply from you please”
Hi Agnes,
We’re truly sorry again for the disappointment and inconvenience caused by the delivery issue, particularly given your circumstances. As our admin team explained, this was unfortunately due to a bank holiday disruption with our delivery partners, and we completely understand how frustrating this must have been for you.
When we spoke, we initially offered £5 as a goodwill gesture, but once you let us know this wasn’t enough, we increased this to £10 off your next order as an apology. Our team were very apologetic throughout, as we never want any of our customers to feel let down.
We really do value your custom and hope we can restore your confidence in us moving forward.
Regards,
The Regal Fish Team
Hi Helen,
Thank you for your feedback. We're really sorry to hear about your experience and take comments like this seriously. We'd like to understand more about what happened so we can address it properly. A member of our team will be in touch shortly to discuss this further and hopefully rectify any issues.
Regards,
The Regal Fish Team
“The fish was not fresh and very boney the crab was black inside and dry it was supposed to be fresh clearly it wasn't. It was a nightmare as I was sent someone else's order of 6kgs of fish and told that I could have it as it could not be collected. I just wanted my order and my feelings were not considered by the customer care team.
I wouldn't recommend this company at all as they sent me the wrong order and did not try to put things right. I was supposed to be having a bbq and I had to cancel as the food hadn't arrived.
When I eventually got my order it was disgusting and has put me off fish forever.”
Hi There,
We’re really sorry to hear that your recent experience didn’t meet your expectations, especially when you had plans that were affected. We understand how frustrating this must have been.
At Regal Fish, we take great pride in providing high-quality seafood and excellent service, and it's very unusual to hear feedback like this. We’ve been trusted by customers for over 30 years, and we’re committed to maintaining the high standards that our reputation is built on.
I understand you have spoken with our customer care team regarding your delivery issue, however I have passed on your most recent issue to them too. Our team aim to respond within 48 working hours, if for some reason you do not hear from us, please feel free to call us on 01652 662100 to resolve this matter. I hope you’ll consider giving us another chance in the future as we’re confident we can provide the quality and service we’re known for.
Regards,
The Regal Fish Team
Posted 6 months ago
Hi There,
In response to my last reply, I have been informed this case has been delt with & you have received your order along with a good will gesture. As previously stated, Regal Fish take great pride in providing high-quality seafood and excellent service, and it's very unusual to hear feedback like this. We’ve been trusted by customers for over 30 years, and we’re committed to maintaining the high standards that our reputation is built on.
If you should require any further assistance please get in touch.
Regards,
The Regal Fish Team
“The seabass that I ordered under the order Confirmation: 615163 was awful.
It was slimy.. The fish had been frozen for a long time and seemed to be dug out from the freezer to meet the order.”
Hi There,
Thank you for your feedback regarding the seabass in order confirmation 615163. We're sorry to hear that the product did not meet your expectations. This is not the standard we aim to maintain, and we understand your disappointment.
Your comments have been shared with our Customer Care team, who will be reviewing the issue and following up with you directly with in 48 hours. We appreciate you bringing this to our attention, as it helps us to ensure better quality and service moving forward.
Regards,
The Regal Fish Team
“Friendly phone service and also delivery person. Not the cheapest but good value and product is always excellent. A customer for 15 years and never had reason to complain or question…thoroughly recommend them.”
Hi Stephen,
Thank you so much for your kind words and for being a loyal customer for 15 years! We're thrilled to hear that you've consistently had a positive experience with our service and products.
We did notice, however, that your review has only 1 star — if that was unintentional, we’d really appreciate it if you could update it to reflect your feedback. Every rating helps us a lot, and your support means the world to us!
Thanks again, and we look forward to serving you for many more years to come!
Regards,
The Regal Fish Team
Hi There,
We're sorry to hear about your experience. At Regal Fish, we take great care to ensure the highest quality and freshness of our products. We'd love the opportunity to look into this further and make things right. I have passed this onto our customer service team to look into this further. Thank you for bringing this to our attention.
Regards,
The Regal Fish Team
Hi Julie,
Thank you for taking the time to share your feedback. I’m sorry to hear about your experience with our salmon terrine. This does not reflect the standard we aim to uphold, and I can understand how disappointing this must have been for you.
We take comments like yours very seriously and want to reassure you that quality is at the forefront of our minds here at Regal Fish. Your feedback helps us ensure this doesn’t happen again. I have passed your feedback onto a member of our team who will be in touch as soon as possible.
Regards,
The Regal Fish Team
“Didn’t enjoy. Found that when thawed out it was very bitty and not a nice texture . Flavour was watery.
Also the crab claws were the same, in fact no flavour and very watery”
Hi John,
Thank you for sharing your feedback. We're sorry to hear that your experience wasn't up to expectations. We take the quality of our products very seriously, and it's disappointing to know that you found the products not up to expectations. Your comments have been passed onto a member of our customer service team who will be in touch regarding your issue.
Regards,
The Regal Fish Team
“I received smoke salmon on the 12th Dec. It was smaller than advertised and out of date of the 14 Dec. This is very disappointing as it had been bought to establish nearer Xmas.”
Hi Kahl,
Thank you for taking the time to share your feedback. We are sincerely sorry to hear about your disappointment with the smoked salmon you received. I'm sorry to hear that this experience did not meet your expectations and appreciate you bringing it to our attention.
We would like to make this experience right for you. I have passed this on to our customer care team who will be in touch as soon as possible to try and rectify this as best as we can.
Regards,
Regal Fish
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.
