Lochfyne Reviews 7

I always order my smoked salmon for Christmas from loch fyne but this will be the last time. Usually my order of 2 sides of salmon and one kinglass fillet comes in one big box. This year for God knows what reason they put them in two separate small packages, and of course one got lost in the post. This can happen, not their fault but obvs puts me in a difficult position as now this close to Christmas I have to find replacements. When I called, they explained they couldn’t now send new ones out at all whatsoever so I just wouldn’t have them, and he told me I would get a full refund for the order which I thought was the decent thing to do so I thanked him and was ok about it because that meant I could use the money to pay an expensive fee to get next day delivery from somebody else. Refund came through and it’s just for the 2 sides that didn’t arrive so I’m just totally out of pocket, no gesture whatsoever despite me shopping with them for God knows how many years. Also can’t really shop with a company who totally lets you down and doesn’t even attempt to rectify it. I’d frankly have put a new order out immediately or refunded the entire order as an apology but then we care about our repeat customers.

Xmas order, various items. All in peak condition,
Oysters excellent *****
Smoked Salmon rather too salty for my palet, but others thought delicious.
Salmon Pate also very salty.
Arrived in completely thawed icepacks, so was concerned, but everything was in 100% condition.

For many years I’ve put together a hamper of Loch Fyne products from the online shop for my elderly parents who live on Islay (as a family we’ve been customers at the original Loch Fyne oyster bar for over 50 years, every time we travel to and from the mainland). Last year I did the same as usual, noting that the range of products had dwindled again, but some of their favourites were still there. Booked delivery in good time for a week before Christmas with no problem. On the day before delivery I was contacted to say refrigerated goods couldn’t be delivered there until after Christmas. Annoying, but there’s often traffic/ferry disruption due to weather so I said ok and told my parents they’d have to find another source for part of their Christmas meal. On the due date, it didn’t arrive. I contacted Loch Fyne and was told the courier wouldn’t go to the end of the island (all proper roads, two villages there) so it hadn’t been sent. No apology. He (the same man every time) reluctantly arranged another delivery date after two more calls, but only to the island’s community cafe/campsite and my father would have to go and pick it up from the drop off point 12 miles from home. Again, no apology. I suggested some recompense e.g. a bottle of wine could be added to the hamper as a gesture of goodwill. Silence. Eventually my 84-year-old father collected his ‘doorstep’ delivery in a gale, in the last week of January with no extras, no apology and no discount. The company now has no customers in our family either.

First order from Loch Fyne was very good. In the second order, the gravadlax tasted odd and slightly unpleasant. Wrote to Loch Fyne: they had it checked in their quality control department. No other samples from that batch for them to check and they said no other complaints. And that was that. I think this must be an object lesson in how to lose a customer. I shall be shopping for salmon elsewhere in future.

Could not get bank to accept payment details, phoned Lochfyne.com and a very polite gentleman took my order,with no problems, in the future I will always phone them directly. First class service. And a beautiful delivery of 3.5kg hot smoked salmon, which kept my family very happy over the festive period. Thank you so much and expect larger orders for a wedding I summer/ autumn.

Having purchased a large quantity of Loch Fyne smoked salmon. Both directly with their website and also via Ocado. We have had many packs that were really oily and slimy. Not all, but a lot. I informed the company and after 5 chase up emails their response was that they had no other complaints so - that's it' - can't help!.
That's not true and not good enough. The company also sell through Ocado and you can see many other clients have said the same about Loch Fyne's oily and fatty smoked salmon. Avoid this brand as it is no better than the cheapest supermarket smoked salmon. They even tried to place the blame on me for freezing half the pack which is ridiculous as the condition of the salmon was fatty and oily upon arrival. Freezing the other half does not change this whatsoever. The lack of customer service from loch Fyne is ZERO!

If you sent a deluxe hamper from this company over Christmas perhaps check with the recipient that they received the right thing. Received a deluxe hamper for Christmas via this company. Supposed to have a bottle of gin, they'd replaced with a box of tea. (Apparently their stock reconciliation on booze didn't alert them to the fact that they didn't have enough gin in stock. Sounds hokey to me but nevertheless.) They did refund the gift giver in full but I know one other person for whom this is an issue - how many more people don't realise that was an £80 product and have received £25 of goods.