“I ordered a chateaubriand for Easter Sunday and wanted this to be a special meal for my elderly mother who has Alzheimer’s and my best friend who is recovering from breast cancer. It took me 4 attempts to place the order and get the first order discount. Somehow the delivery address and my address got merged. I was devastated when I discovered this on the delivery day and straight away rang customer services before the delivery time. I also added a safe place delivery at my home address and added my next door neighbour. The person I spoke to showed no empathy for my distress and just seemed to want to make clear it was my mistake. They rang me later in the afternoon in response to an earlier missed call. At that point I was assured that as I had added a safe space and a deliver to neighbour option the order would be delivered. I was also told the delivery company had until 8 pm to make the delivery and told to ring back on Tuesday if the order wasn’t delivered. I had no message about any attempted delivery but when I rang back on Tuesday I was then told that because the address was inaccurate no delivery would have been attempted. I received a tokenistic apology for my disappointment and was told they would review their communications but no explanation why I had been misled and my expectations raised. I acknowledged my mistake but I didn’t feel they were prepared to take any responsibility for their giving me wrong information. This meant the whole saga dragged on, adding to my stress. The final insult was a suggestion that they hoped I would order from them again. I can’t comment on the quality of the product but I don’t want to deal with a company that seems to have no regard for their customers.”
“Took my money fast but only half the order was delivered. The delivery date was not the one I requested either. On top of that, the free range bronze turkey breast roast came dripping wet due to a lack of ice packets inside the sodden box it came in, so I have had to throw it away as not sure it is safe to cook and eat now. The half boneless smoked Wiltshire ham was not delivered at all. As i am writing this review, I have been on hold on the telephone for over half an hour waiting for customer service to answer. I will not order from here again. I have had good experiences in the past from Dukes Hill but they have been a big let down this time.”
“Almost certainly the most contemptuous and uncompassionate service provider I have ever had the misfortune to place an order with.
I order a luxury hamper to be delivered to my ageing and ailing parents on their return to the UK. However, before returning my father was diagnosed with skin cancer and has had to remain outside the country for emergency treatment. The outcome of which is not at all certain.
I contacted the company for assistance in diverting, postponing or cancelling the delivery as my parents live in a fairly remote area with few neighbours, and a full days drive away from me.
All I received was an apologetic fob off and extracts from their November/December delivery policy of “no amendments”. Not even on compassionate grounds.
Time and time again I contacted them to get the same lack of customer service or interest.
It would be for me to try and head off their delivery company - if I could!
But no, their delivery company are today proud to tell me that my parents refuse bins have accepted the hamper.
There it will remain, to rot away, until my parents can extricate themselves from hospital and return to the UK.
Happy Xmas “Dukeshill” you really know how to make a very emotionally upsetting festive time - that much worse.”
