Dukeshill Reviews 

What an enormous disappointment from a company which holds a Royal warrant. I feel ill-used! My order was made in November for food for my family New Years Eve party. Only the day before did a meagre parcel arrive which lacked the main ingredients for two courses of the party! A short note saying that they did not have the food was included in the parcel thus ruining our party. Never again will I use this company. Beware!!

Well I have had a game pie from these guys. Absolutely gorgeous never had one so nice I couldn't leave it alone.
Secondly I had a three rib joint of beef was out of this world melted in your mouth.
All I can say my dukes hill experience was amazing
Thank you so much I will be in touch next year

So disappointed with this company. Ordered the Christmas hamper to be delivered on the 23rd December, as a surprise to a very kind special elderly (but fit 😊) neighbour, who has helped me so much, walking my dogs every day since I broke my foot.
I was alerted by the courier on the 22nd Dec that they have been requested to deliver, but waiting for item to be dispatched to them. I then got an email from Dukehill on the same day with the invoice saying the hamper has either been delivered or will be. On the 23rd December nothing was delivered. I phoned customer service on the 24th December, who then confirmed that the hamper was put on the pallet but never got to the courier, and there was no more hampers to dispatch!
Though the gentleman in customer service apologised and was very nice and issued a refund. But I’m sure you can understand how upset I was, that I wasn’t able to Thank my Neighbour with what would have been a lovely Christmas present, and been so late I couldn’t replace it with a new gift.
The only positive I will give, is the customer service staff I spoke to was very professional and sounded genuinely disappointed for me!

Had I have read these reviews , no way would I have placed an order with this Company.

I recently placed a large order with Dukes Hill after seeing their adverts. I must say that I am most disappointed with the service I have received. The delivery was bad, they never rang the bell just left my order on the doorstep. I have emailed the company 4 times and received no replies, from asking initially about the freezing of one of their pies, which was advertised as could be frozen and then it said fridge only. I eventually on Christmas Eve decided to phone Customer Services. The sliced ham that I received , one of the boxes was perfect and the other two were very fatty. This I conveyed to the lady on the phone who was no help at all, she just said next time you order, you must say it must be lean. I assured her there will NEVER be another order.

I am very disappointed with Dukeshill, I received my order today and the mince pies were all over in the box and when I tasted one it was very underwhelming for the price. My Large Family size pork pie(If your family consists of 4 people) was use by Boxing Day (3 days) as was the sausages. I will buy locally from now on, this company is a rip off, it all looks lovely in the brochure but very disappointing when you receive it.

I should have read the reviews before placing my order. We normally order from M&S for Christmas, but after ordering cheese from DukesHill last year, I decided to give them another chance. Unfortunately, it was a complete mess.

My order was over £350, so not insignificant, and it was handled spectacularly badly. The delivery never arrived in full, and when I tried to call, I was left waiting for around 30 minutes with no answer. Eventually, someone called me back.

After explaining the situation, I was met with a very grumpy response: “Oh, they forgot to send the second box” — the box that, incidentally, contained our entire Christmas dinner. There was no apology, no concern, and no attempt to help resolve the situation. The only response was, “I’ll refund you.”

Luckily, I have a fantastic local butcher who saved Christmas for us at the last minute. Lesson learned: buy local.

I would strongly advise others to avoid using this company, particularly for something as important as a Christmas order.

Don't use Dukeshill - there are far better companies for meat deliveries
My Christmas order just arrived - missing a joint of meat for Christmas Day!
Took me over 45 mins to get thru to their Customer Service - they won't deliver the missing meat - because they are too busy. So I now need to source Christmas Dinner on the 22nd December. Really unhelpful - blamed the warehouse

⁰Absolutely disgusting we ordered muscovado sugar gammon joint one kilogram we got 556 grams and I've got to say it's nothing like the photograph they portray it's tough with a photo on providing you'll see it's crap don't use this company well I must say the company has now gave it refund

Does not answer the phone or reply to emails. Your order will not arrive

Used this company a few times with positive results. Unfortunately got my recent order which contained a large pork pie. The pie however was only date stamped for 3 days which was no good at all for me

Absolute worst service EVER!
I ordered ham and cheese for Easter 2025 and was told the day before Easter, the date the delivery was supposed to arrive, that it wouldn’t get there until the week after Easter.

I ordered again for Christmas. My order is arriving today but miraculously my turkey has disappeared from my order 🤬 the most important item of this order which I double and triply checked.

It is inconceivable to me how a company can treat customers this badly. No communication and zero customer service. I will never use Dukes Hill again

I have used this company over the years but more recently, the delivery people just dump orders anywhere, they don’t even get them onto our property-clear instructions reading-DELIVER TO PORCH-totally ignored-they don’t even get through the gate. I have contacted the company several times and a MATTHEW KENT-supposedly their “customer service advisor” has advised me-not to order from them-GC INVESTMENT do not usually suffer fools gladly and this chap is clearly not good at his job and has no business sense nor manners!

I received my châteaubriand on time and perfectly butchered. Cooked it last night on a cast iron grill and proved to be excellent. I wish this company could improve communications. There is a massive difference between the quality of their product and quality of their customer service.

I ordered on line a order of £190 that was on top of a order of £350 and used the code offered to me Hello10
which should have give me £19 off but once I had paid I realized that they took the code offer away and charged me the full amount, I emailed into them and of course they have just blanked the email, having used Dukeshill for quite a few years for Xmas orders I can honestly say this will be the last time I will use them, I have seen a shift in their attitude towards me and I am sure others which is quite negative considering you are paying top dollar for the food. my advise is keep away and shop elsewhere which I am sure would also workout cheaper

Terrible company
Ordered a turkey to be delivered 7/11/25 for a family lunch . Was assured three times by the salesman that turkey for the required date wouldn’t be a problem . Rang at 3pm on the 7th to chase deliver and was told sorry Turkeys not ready until December . Lady on phone said she would refund my money and get manager to call me . Got my money but no apologise from lady on phone or call back . Customer service awful . Never again will I call them

Pictures of steak were misleading actual delivered product looked nothing like the images on website. Very disappointing slice of meat!
Customer service were argumentative and un helpful, driven only to deflect and wear down complainants!

This does not even deserve one star!!! I had a very bad experience with this company, where they mixed up the post code for a present I sent to my Dad for Father's Day. They did not even tell me that they had not delivered, and I have no idea where the parcel went! I emailed them to complain and my email was ignored! I spoke to customer service who was pleasant but just offered me 25% discount on another order. When I said that was not good enough, they then offered to give me half of my money back but never actually did!!! Had they dealt with this better, and at least refunded me in full, I would not be giving this poor review! Very disappointed as I have used them once before about 3-years ago and they were amazing. Sadly, they seem to have got too busy with new computer systems that are not personal, and do not care about their customers anymore!!! .

arrived a day late, one item a day past its use by date and one item not safe to eat

I was told that one of the products I ordered (salmon pâté ) wouldn’t be available for my delivery slot- I could either change the slot or not have the pâté.
I also ordered the lamb fillets which you could tell were good quality but lacked any ‘Lamby’ flavour. The dauphinois potatoes were Bayley and Sage but tastey.
I won’t be using Dukeshill again unfortunately.

I read with interest "DuksHill's"…
I read with interest "DuksHill's" statement on their website. They express their devotion to quality food. Indeed most of this is probably true. Their hams are excellent.
So why one star. In all honesty I would prefer 0 stars.
The problem as I see it is their ""Customer service"" or lack of it.
Communication is poor and often after delivery when you are told an item has not been delivered!?
You do get an apology, but it seems automatic and not sincere. You are refunded, but in the case of multi-packaged deals this simple compensates "DukesHill" for their loss in failing to deliver.
I deal with many online customers due to mobility issues, and have found all better than "Dukeshill" - Donald Russel for example and the Cotswold Cheese company.
In short this company is failed by its customer relations and fall back reliance that ""we are only human"". They seem to believe that failure to deliver, even given weeks to organise the delivery is not their issue, they think that a mere sorry ""after delivery"" is sufficient.
I admit to being sorry that I have removed my name from their customer list, due to their great hams.
But I cannot rely upon this company ( probably due to their customer care managers and management) to fairly organise their business. AFTER ALL GOOD CUSTOMERS SHOULD BE ENCOURAGED and communicated with ahead of issues which all companies have. Not this one though.
Make your own decision on dealing with "DukesHill".
Chris Newman

Date of experience: 25 April 2025