Thank you for your review, I see that our Customer Care Team have now dealt with this matter for you and this has been resolved. We apologise for any inconvenience caused.
Kind Regards
“Lovely fish, only I would have expected it to be scaled !! I had to stand and clean the fish before cooking it. I think this is disgustin. Any decent fishmonger woud do it without even being asked.”
Hi there,
Thank you for your feedback. We’re really glad to hear you enjoyed the fish! This fish is supplied as it naturally comes and we don’t state that it’s descaled. Some customers prefer to prepare it themselves depending on how they like to cook it. We do appreciate you taking the time to share your experience, and we’ll make sure this is clearer on our product information going forward.
Regards,
The Regal Fish Team
“Unfortunately the quality of seafood sticks recently received was very poor.
There were tasteless and flabby, and didn't taste anything like the previous batch I had ordered.
Not sure if it was just a bad batch, or they were off, but I had to throw them away.”
Hi Kieren,
I’m so sorry to hear about your recent experience with the seafood sticks, that’s certainly not the quality we expect or want for our customers. Thank you for letting us know, as this gives us the chance to look into this.
I’ll raise this with our quality team straight away so we can investigate the batch. In the meantime, I’d like to make this right for you, I have passed this on to our customer care team who will be in touch in the near future to make this right. Apologies for any inconvenience caused.
Regards,
The Regal Fish Team
Hi Suzie,
Thank you for your continued support, we’re so pleased to hear you enjoy stocking up your freezer with our seafood. We have noticed the 2 star rating alongside your kind words, so if there’s anything we can improve to make your experience 5 star worthy, we’d really love to hear from you.
Regards,
The Regal Fish Team
“My recent delivery by your new partner, dpd was on time but damaged. It was covered in a sticky gel. One of the gel packs had split and covered all the packaging. It did not spoil the fish, but why was it delivered like this. Not impressed.”
Hi Kevin,
Thankyou for taking your time to leave this review. I'm sorry to see your parcel had arrived damaged but I'm glad our high quality seafood arrived in good condition. This however, is not our usual standard. I have passed your comments on to our customer care team for you.
Let us know if there's anything else we can help you with.
Regards,
The Regal Fish Team
Hi Karen,
Thank you for taking the time to share your feedback. We're sorry to hear that the mussels didn’t add the flavour you were expecting. We understand how disappointing that can be, especially when you're aiming for a special dish.
We pride ourselves on providing premium quality seafood, and it’s important to us that every product delivers on freshness and taste. Your experience clearly fell short of that, and for that, we sincerely apologise.
We’ve passed your comments on to our Customer Care team, who will review the matter and be in touch with you directly. Feedback like yours is invaluable in helping us maintain and improve the standards our customers expect.
Regards,
The Regal Fish Team
“I ordered dressed crab for my Mum, who loves crab, the order arrived on time (although it was incomplete as I ordered 2 and only 1 arrive - Regal Fish customer service team were excellent in dealing with this.
My Mum did say the Dressed crab was disappointing, it was mainly brown meat with the tiniest bit of white meat on the top, which is not what she expected or is used to.
I also ordered Salmon which was delicious.”
Hi Judi,
Thank you for taking the time to share your feedback. We're really sorry to hear that the dressed crab didn't meet your mum's expectations. While our dressed crab does contain both brown and white meat, we appreciate your comments and will certainly pass them along to our preparation team for review.
We’re glad our customer service team could help with the order issue, and it’s great to hear you enjoyed the salmon – that’s always lovely to hear! Please don’t hesitate to get in touch with our friendly team before your next order so we can help you choose something you and your mum will enjoy.
Best regards,
The Regal Fish Team
“Ordered 2 premium packs of halibut fillet portions, costing neatly £40 with delivery. What arrived were 2 packs of very thin tail end fillets. It does say that the packs could contain tail portions, but I wouldn't have expected all four to be tail ends and these were very poor. Too thin to have much flavour, and really pieces that would be sold off cheaply in a good fish monger, after the best pieces had sold. I complained before posting this review, but was only offered an apology and a discount code for £10 off a future order. Needless to say, I won't be throwing good money after bad by using it. Premium prices are fine if you provide premium products. This fell dreadfully short of that. Recommend avoiding!”
Hi Gary,
Thank you for sharing your concerns regarding our Halibut Fillet Portions. We appreciate your feedback and want to assure you that our fillets are carefully portioned by weight to maintain consistency and quality. While the shape and size of each piece may vary due to the natural characteristics of the fish, we ensure that every portion meets our weight specifications. If there's anything we can do to rectify your experience with Regal Fish don't hesitate to get in contact with us again.
Regards,
The Regal Fish Team
Hi Claire,
Thank you for sharing your feedback. We're truly sorry to hear that your experience did not meet your expectations. At Regal Fish, we pride ourselves on delivering quality products and ensuring our customers feel they’ve received great value. We appreciate you bringing this to our attention, and we take all comments seriously as they can help us to improve. We will be in contact with you soon to discuss your concerns further and explore how we can make this right. Your satisfaction is important to us, and we’re committed to addressing any issues you’ve encountered.
Regards,
The Regal Fish Team
“The frozen white crab meat had the consistency of paste. It was horrible and not worth the money. The frozen crevettes were absolutely tasteless. I wasted just under £60 on these items.”
Hi Lynne,
Thank you for sharing your feedback. We’re very sorry to hear that you were dissatisfied with the quality of the frozen white crab meat and crevettes. Your experience is not what we aim for, and we deeply sorry that these items didn’t meet your expectations.
We take pride in offering high-quality seafood, so this certainly isn't the standard we aim to give. We’d appreciate the opportunity to investigate further and make this right for you. I have forwarded your review to a member of our customer service team who will be in touch over the coming days to hopefully put this issue right for you.
Thanks again for your feedback.
The Regal Fish Team.
Thank you for your review, I am sorry to hear this. Our Courier delivery parcels are packed with cooling agents to ensure the products stay fresh and frozen for 48 hours. I have now logged this matter with our Customer Care Dept so we may investigate this further. They will be in touch with you to discuss. Please always let us know of any issues, we much prefer to know so we may take any necessary action to prevent any similar problems from reoccurring.
Kind Regards from the Regal Fish Team
“very disapointing fish ldelivery parcel left on front step but there was someone at home Collected from step almost imediatly Fish partly frozen rhe rest very wet I have frozen all of the fish now so hope it will be ok”
Thank you for your review. I am very sorry to hear of your disappointment with the delivery on this occasion, 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. We will be back in touch in due course.
Kindest regards
The Regal Fish Team
“Fine pickled herring! However, there were two issues which mean that I will not be ordering any more. Firstly, one of the plastic containers of fish was split, meaning that much of the liquid had spilt and the box was soaking wet. Secondly, unless you are ordering a lot of fish, the addition of postage onto the cost makes the herring very expensive: I can buy pickled herring at my local Polish store for about half the price.”
Thank you for your review and feedback. I am happy to hear you enjoyed the herrings purchased from us. I do apologise that one of the containers had been damaged during transit, we will happily replace this foc for you. Upon checking I can confirm that we would be able to transfer you onto one of our regular delivery rounds via our own fleet of Regal vans (every 6-8weeks). We do not have any delivery charges using our own vans. The Courier (DPD) does have a delivery fee if the order value falls under £55. I will request our Customer Care team contact you regarding the points you have raised and offer a resolution that meets with your approval.
We appreciate you flagging this up with us, please do not hesitate to contact us anytime you are not fully satisfied - 01652 662100.
Kind Regards from the Regal Fish Team
“I bought cod loin and halibut. Worked out that the Halibut has risen in cost by 55% in less than two years. Jumped right on the inflation bandwagon. Will never use again.”
“The service was excellent, the fish arrived safely and on time, really well packed. However, the quality of the halibut was very disappointing, thin pieces that I couldn’t use in my recipe - and they were not inexpensive. In the end I managed to source some alternatives that were ideal and nearly half the price.”
“I took a bit of a gamble on this order as I had difficulty sourcing Sardines , so my expectations were not high.
The ad online showed a row of beautiful Sardines , all fresh and shiny with all fins attached.
The fish I received were finless and some were damaged.(crushed)
I asked if it was possible to source specific minimum size but was told no , fair enough.
The real issue was delivery .
I paid for it to come on the Tuesday and planned to leave for a break straight after receiving it.
The day before , I checked with you and was told it was being delivered as planned but the next day I received an email saying it was delayed and wouldn’t get it on the Tuesday as agreed.
This put a crimp on my break as I needed the Sardines before leaving.
You did arrange for the delivery to be sent to an alternative address and your staff were very good, I wouldn’t use you again though.”
Hi Chris,
Thank you for your feedback. We take our customer's experiences very seriously. I am sorry you were not happy with the sardines you received. I can assure you the images on the website are the products we send to our customers, so I am sorry they do not look as you had hoped. We will feed this back to our supplier.
I am also sorry the delivery did not come on the day you had hoped. I am glad we were able to change the delivery to the alternative address you requested. Unforeseen circumstances can sometimes affect deliveries, but we always do our utmost to ensure we contact our customers to rearrange the delivery when it suits them. I can only apologise for the delay in your product's arrival and reassure you this is not a common issue.
We would love to keep you as a customer, so please contact our customer care team at info@regalfish.co.uk or 01652 662100.
All the best,
Regal
Hi there,
Thank you for your feedback. We're happy your husband likes to order with us.
We are sorry to hear you find our service inefficient. We've recently updated our Van deliveries to include tracking on your delivery day to create a more convenient service for our customers. You can also order our fish to be delivered Tuesday-Saturday via our courier service.
We'd love to talk with you more about this, so please get in touch with us at info@regalfish.co.uk as we take your feedback seriously and it can help us improve our service for you.
All the best,
Regal
“Two items which should have been delivered frozen were defrosted, and a week later I have only been refunded for one item, despite the monies being taken from my account at least two weeks before the fish was delivered.”
Good day to you, thank you for your review and comments. Upon checking I see that you have now contacted us and our Agent is currently liaising with our Finance Manager to double check this for you. Please be assured it is in hand and we will contact you again soon with our information.
Kind Regards from Penny on behalf of the Regal Fish Team
“Pre pandemic you allowed us to specify approximate van delivery times, eg morning, afternoon etc. but no more. This means waiting in all day or to chance popping out for a while.
My last delivery was left in a bin in my front garden. Not acceptable, especially for a fish delivery!”
Thank you for your review and feedback. I am so sorry to hear of your disappointment with the manner in which your delivery was made on this occasion. Our fleet of Regal vans are in an area usually between 1pm - 7pm and this is our default time more often than not, however this can be dependent on regions. We can arrange an afternoon/evening delivery time slot where possible if requested. Please accept our sincere apologies, we would be happy to investigate this further with our Delivery Operations Team should you wish to contact us on 01652 662100.
Regards from Penny on behalf our the Regal Fish Team
“Disappointed in my last order for frozen and fresh fish. Packaging separating them is insufficient and therefore fresh fish arriving in partially condition. Some of the fillets frozen together and impossible to separate. Have already mentioned this via email to your office. Do feel this problem needs addressing.
Mrs Preedy”
Thank you for your review Mr/s Preedy. I can confirm when your feedback was received it was logged with our Customer Care Team. Upon checking I can see from our records we advised how to resolve this by tempering the fish. We are very sorry you experienced this on this occasion, please be assured the relevant Departments were informed and our process is being reviewed and monitored. We very much appreciate you flagging this up with us to ensure continual improvements as a Company. We trust the outcome that we sent to you met with your approval and was to your satisfaction.
Kind Regards from Penny on behalf of the Regal Team
