Here at Donald Russell, we’ve seen a huge surge in orders as customers look for new ways to stock up. We thought you’d like to hear how we’re dealing with it because we understand that this is a very uncertain time. Please be assured that we are working hard to help where we can, and we thank you for your patience and kindness at this time.
Frequently asked questions...
What is Donald Russell doing?
First and foremost, we’re looking after our staff while they’re working harder than usual to make sure your orders get to you. As we’re providing food, our staff are key workers who are still allowed to come to work. Anyone who can is working from home, and we’ve implemented strict social distancing measures for those who are still here.
All non-essential travel has been cancelled, and we are using technology to facilitate remote meetings. Any vulnerable or high-risk colleagues are being fully supported so they do not find themselves in a risky situation.
What about placing my order?
Although we’re delighted to be able to help, we’ve seen a dramatic increase in customer telephone calls, and if you’ve phoned us recently, you’ll know that we’re taking longer to answer. We understand it’ll be frustrating if you’re trying to place an order and we’d strongly recommend you place your orders online if at all possible.
What about changing my order?
Due to this demand, unfortunately we are unable to change any existing orders, delivery dates, or delivery addresses, unless you want to cancel the order. Trying to change an order could affect the products that you have ordered and the delivery dates confirmed.
What about delivery dates?
Due to the increase in the number of orders, delivery availability is further ahead than usual. Currently, it’s about three weeks from placing your order. So please do bear this in mind when you get in touch – you might want to add a few extra items.
Do I have to throw it away if it’s past its ‘best before’ date?
If you have anyone vulnerable or of poor health in your family, then this is a good idea. However, the ‘best before’ date is just that – a guideline as to when food is at its best. Most foods, particularly raw cuts of beef like steaks, will not instantly become unsafe to eat after the ‘best before’ date, but they may start to deteriorate a little in quality – for instance, the flavour and texture may not be at their optimum.
What if your stock is low?
If our stocks are too low, we’ll remove the product from sale – simple as that. There might be the very occasional hiccup whilst we try to keep up (things are moving really fast!) but as a rule, if you’ve been able to order it, you’ll receive it. So when you place your order, you can be sure we won’t send any replacement items you don’t know about, or empty your “basket” before your delivery date.
Can I order for someone else?
Most of us have relatives or neighbours who we’re concerned about. Remember, we’re happy to help them too. You can place an order of nutritious, delicious food for delivery anywhere in the UK, which is a comfort when you can’t be there to check on them in person. We are doing contactless delivery to protect all of our customers.