Russums Shop Reviews 

I ordered an engraved knife set from Russums in March for my course at Leiths School of Food and Wine, which began in July.

I discovered that my boning knife was the only knife in the set that had not been engraved, despite engraving forming part of my order. I only became aware of the omission after noticing that other students’ boning knives were engraved. Until then, I had no reason to suspect that one knife had been supplied differently from the rest.

When I contacted Russums, I was told they would not rectify the mistake because it had not been reported within 24 hours of receiving the order. I explained that I had only discovered the omission once my course was underway and set this out in writing.

A week later, Russums replied simply reiterating their policy and confirming they would not take the matter any further.

In my view, this completely overlooks the fact that the knife was not supplied as ordered. The date I discovered the omission does not change that.

Mistakes happen, and I would have been understanding had Russums acknowledged the error and worked with me to resolve it. Instead, both over the phone and in writing, they chose to rely on their reporting policy rather than address the fact that the knife had not been supplied as ordered.

Unfortunately, based on this experience, I would not choose to purchase from Russums again and could not recommend them to others.

Ordered a fish slice and pair of fish boning pliers as a gift for my Chef son from Russums, booked day off work to be in for delivery.
DPD arrive and refuse to leave the parcel because i cannot produce my driving licence or passport!
I telephoned Russums, who basically said "Nothing to do with us, its DPD", and then attempted to explain that fish pliers are dangerous like a knife!
Stay clear, Nesbitts are far better

Shocking service ordered a pair of puma chefs saftey shoes size 10 came and were a 9.5 box marked as 10 phoned to ask was told its a manufacturer fault and they are a 10 yet I can even get foot in and put them up against 8 pairs of size 10 shoes and they come up smaller now have to pay to send back as they won't pay postage will never buy another thing from this company rubbish service

Item ordered 09:30 Monday.
Received 13:40 Tuesday.
Expensive item, but top notch handling of the process.
Will use again.
PS this was a toolset, not clothing.

I had a very disappointing experience with Russums regarding a set of Global (Grunwerg) knives. Within just a few days of normal hand-washing and drying, the knives developed rust spots and a strong metallic odour – something completely unacceptable for premium stainless steel knives.

When we raised the issue, instead of offering a fair solution, the company blamed “misuse” and even alleged that the knives had been through a dishwasher (we don’t even own one). Their responses were dismissive, unhelpful, and very unprofessional. Despite clear evidence and repeated communication, they refused to provide a refund.

This feels like a tactic to avoid responsibility for faulty products. No other stainless steel items in our household have ever rusted, so it is clear these knives are not of satisfactory quality.

I would not recommend Russums to anyone – the customer service is poor, and they do not stand by the products they sell.

The next step is to the court!

What absolute legends! I was in deep trouble for forgetting a birthday and they helped me out with the best service I could ever ask for. I will now be a lifelong client. Would highly recommend, no wonder they have a platinum rusted service award.

Fantastic service, the chef jacket was well priced and the embroidery first class, will definatley use again.

Dreadful service from this company that the college INSIST on using, so they know they can do as they please as they don't recognise the person ordering and paying as the customer. Sizes are not accurate, then they expect you to pay return postage to return the wrongly sized items. Also 1 item from a kit order placed at the beginning of September was not shipped due to insufficient stock. Chased twice being given a different expected delivery date each time. Finally phoned on the day the delivery into russums was due only to be told they had shipped it to the college 3 weeks before. Still don't have item, yet russums claim to have fulfilled the order. They haven't. Woman on telephone kept talking over me and simply couldn't grasp the simple fact that an order should be fulfilled according to their own term and not just shipped elsewhere on a whim and not even bothering to tell the paying customer. How this dreadful company is still used by colleges is absolutely disgusting. Thankfully my son is finishing his course this year so we will have the opportunity to use a professional catering supplier in future. Avoid this company if you can

Been using this company for 39 years, cannot believe how shoddy their service has become. Ordered shoes, no notice of being out of stock, rang today, you can cancel your order if you want.
No I ordered them because I want them !!!!
Unbelievable

I ordered a pair of shoes that were advertised on the website as an eu38, UK 5 size shoe and what came was an eu39 but they had still put UK size 5 on the packaging so they could claim they had sent the correct size. Obviously they were the wrong size but told me I would have to pay the p&p to send them back in order to get my refund and I wouldn’t be refunded my next day delivery costs that I’d paid. I asked if they check the sizes before sending and advertising them on their website and the lady I spoke to told me no. Basically they don’t care or take any responsibility for their mistakes and don’t care about their customers.

UPDATE: Too little too late, the reply below would have been extremely useful if they’d agreed to that at the time when I suggested that idea to customer service on the phone but I was told there was no way. Like I said, I had to get next day delivery because I needed the shoes for work and I had to wear them after I was told I wouldn’t get my full refund. It’s a really annoying situation that could have been resolved at the time but wasn’t.

Exceptional service when ordering 72 Polo shirts for my group. Expert advice regarding the design of a group logo. Once the design was agreed they sent me an actual material sample of our shirt and logo for approval. This was exactly what we had in mind and placed the full order immediately. The order was dispatched within days and received on time. A group of us will be wearing these shirts with pride in a tournament in Germany this week-end. Fantastic service.

The Russums team are absolutely outstanding and the quality of the items I bought was exceptional. My order was particularly difficult and unusual and they worked with me over several months with incredible patience and kindness. I can't recommend them highly enough.

Outstanding from start to finish, easy use of the online ordering site also made an error with the size of an item I ordered. Called and spoke to a very helpful and friendly lady in customer services who amended my error and received my parcel very quickly. Will definitely use them again 👍🏻

Brilliant service from Russums, have ordered lots of times and always found them great value and friendly. Many thanks

Amazing outstanding service. I have used this company ever since I have started college and I have been cooking for 20 years and they have never let me down. Thanks again Russums you are awesome 👏

Don’t recommend it.
Yes, it’s cheap, but honestly, not worth it.
Had to order at Russums because college requested, spent about £300 and am disappointed with almost everything.

Baker and Chefs tops made from polyester, size smaller than actual sizing.
Trousers (chef/baker) looks awful, too wide, not fitting nice, too long.
Knives are rubbish. Talking about russums brand ones (these were asked by college). They are not sharp at all, how chefs are supposed to use it? It is ripping the food…
Everything looks and feels like really poor quality (russums brand).

Delivery ok, but if something doesn’t fit, you gotta pay for return and have only 7 days to return the items.

If you have to order from this shop, get clothing bigger size than you are, avoid Russums branded items, get shoes size bigger.

Shocking, I have emailed twice and still waiting on a reply, placed a order at the end of October and still havent got it,

Absolutely rubbish, they sell something what’s not on stock. Expect few weeks or months to get it. Quicker you get stuff from Ali express. Not recommend. Avoid and go somewhere else.

My initial purchase was fine although delivery took longer than most company’s. The problem I experienced was with a pair of clogs one of the straps broke several months later (hardly worn due to COVID) so I reached out and it took 3 weeks for them to decide that they needed to be sent back to the manufacture. There returns process is flawed. At no point did anyone try and get to grips with decent customer service no apologises or understanding , they treated me like a pain not a customer. They were robotic with the returns process. This made me reach out direct to the supplier and I told them what I had experienced and they have more than rectified the small problem. Now they told me the manufacture wanted the shoes clearly not russums. Russums have no skills at dealing with customers with problems. I won’t be shopping with them again. Don’t give them your custom. I dealt with a Laura in returns avoid emailing her

I ordered an item and when it didn't arrive contacted them to be told that the item wasn't in stock and would be back in stock Mid January. Why have the item for sale on the website and why take my money if they didn't have the item?