Isle of Raasay Distillery: most-reported complaints
Automated analysis of 274 public Trustpilot reviews published 2022-03-08 to 2026-09-01. TrustScore 4.9 from 1,872 total reviews — see the Trustpilot page. Quick answer: is Isle of Raasay Distillery legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which accounted for 33% of the 54 complaints identified across 274 reviews. Delivery delays were the second most common issue, representing 28% of complaints, while support being unreachable made up 15%. The remaining 11% of complaints were categorized as other issues. Trends indicate that delivery failures have remained flat, while late deliveries have been falling and both support issues and other complaints have been rising.
How to reach Isle of Raasay Distillery
These are the contact details Isle of Raasay Distillery publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01478 470178, email [email protected], address Borodale House, Isle of Raasay, Kyle, IV40 8PB, GB.
The company claimed its Trustpilot profile on 2022-02-07, uses Trustpilot’s paid features, and last replied to a negative review on 2026-04-07. Trustpilot ranks it 15 of 23 in Distillery. We last checked this profile on 2026-09-24 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.8★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 12 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (60%, 0.0d) · 2026-08-18 (60%, 0.0d) · 2026-08-21 (60%, 0.0d) · 2026-08-24 (60%, 0.0d) · 2026-08-27 (60%, 0.0d) · 2026-08-30 (60%, 0.0d) · 2026-09-02 (50%, 0.0d) · 2026-09-08 (50%, 0.0d) · 2026-09-12 (50%, 0.0d) · 2026-09-21 (50%, 0.0d) · 2026-09-24 (50%, 0.0d).
Severity: 6% of this company’s 54 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 10.9 days between the experience and publishing their negative review (58 reviews record both dates).
What their policy promises
delivery promise: 1-2 working days
“Premium UK Shipping (Est. 1-2 Working Days)”
delivery promise: 2-3 working days
“Standard UK Shipping (Est. 2-3 Working Days)”
delivery promise: orders over £60
“Free on orders over £60”
delivery promise: 14 days
“Returns are accepted up to 14 days after receiving your purchase”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 41 negative reviews that received a public reply, the median wait was 4 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 41 company replies to negative reviews analysed, 80% engaged with the specific problem and 12% were generic templates.
7% of its 215 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 33% of this company’s complaints vs a 23% median across 91 ranked companies in its sector.
Review velocity: 310 of this company’s 1,872 Trustpilot reviews (17%) were written in the last 12 months.
What are the most common complaints about Isle of Raasay Distillery?
Delivery failed
18 reports · 33% of complaintssteady“only half sent I waited for the second half - it didn’t come”
The company replied on 2023-02-06: “Hi Penny, Thanks for your order and review, though sorry to hear there were issues with the shipment of your order. In the weeks leading up to Christmas we experienced a system issue in fulfilment…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“NEVER posted the product”
“the whisky carton had been badly damaged - not in transit, but by Raasay”
Delivery late
15 reports · 28% of complaintsfalling“it’s been nearly 3 months. After weeks of waiting, I was finally sent a fictitious UPS tracking number”
The company replied on 2024-07-29: “Hi Ross, thanks for your order though sorry to hear the shipment didn't make it to you. As I can see Eilidh on our customer service team advised, we have experienced issues getting our US orders…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Ordered on the 4/12, still not received on 12/12.”
The company replied on 2022-12-14: “Hi Ian, thanks for your order and review though sorry to hear this shipment still isn't with you. I believe Eilidh from our customer service team has been in touch with you via e-mail on the matter.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Poor delivery service”
Support unreachable
8 reports · 15% of complaintsrising since 2025-02“it’s been nearly 3 months. After weeks of waiting, I was finally sent a fictitious UPS tracking number”
The company replied on 2024-07-29: “Hi Ross, thanks for your order though sorry to hear the shipment didn't make it to you. As I can see Eilidh on our customer service team advised, we have experienced issues getting our US orders…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Glass smashed in my gift box & took over 4 days to respond to my question about a replacement.”
The company replied on 2026-04-07: “Hi Douglas, Thanks for your order, though sorry to hear it arrived damaged and that there has been a delay in your ticket response. I've replied to your ticket to advise the replacement left our…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“One bottle has not been delivered and you have not responded to my messages”
The company replied on 2025-09-10: “Hi Gladys, We can only apologise for the missing bottle. We had responded to your emails via our customer service platform ([email protected]) and not directly on the original…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Other
6 reports · 11% of complaintsrising since 2025-02“I wonder who has my name and email details. It is rather concerning”
The company replied on 2023-10-09: “Hi Roger, sorry to hear you were mistakenly sent a booking and subsequent review emails from us. This was caused by a member of our team mistakenly selecting your account for a manual tour booking.…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The bottle number was higher than than the amount actually bottled....odd.”
“I don't appreciate being repeatedly spammed with requests for reviews.”
The company replied on 2025-10-02: “Hi Jerry, Thanks for your review and glad to hear you enjoyed the tour. We sincerely apologise for the repeated review requests, we’ll make sure to pass your comments on to our communications team.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Faulty product
5 reports · 9% of complaintssteady“terrible packaging. Outer box was far too flimsy, cardboard whisky box damaged inside.”
“the glasses were broken and the box was damaged.”
The company replied on 2023-12-08: “Dear Michaela, Sorry to hear your order was delivered damaged. I can see our customer service team has been in touch to arrange a full refund on your order as a result of this. Apologies for your…”
Our classifier read this reply as a substantive response.
It promised: refund.
“It took 18 days to get my bottle Which was delivered damaged”
The company replied on 2023-07-05: “Hi Oliver, Thanks for your order and interest in our whisky, though sorry to hear of the issues experience with the shipment of it. Our Tourism Destination of the Year release was delayed in shipping…”
Our classifier read this reply as a substantive response.
Not as described
3 reports · 6% of complaintsfalling“missing a trick when it comes to the packaging”
“the personalisation is really disappointing”
“the distillery wasn’t actually operating”
Compare Isle of Raasay Distillery with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.