Customer support

As well as great product, you expect great service, so customer support is our priority. We provide quality meat, service and aim to inspire and support you and your business.

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Added value

As meat experts, priding ourselves on our honesty, transparency, we do our best to keep our customers up to date with the latest news and factors effecting the industry. This could be issues affecting supply, availability, or pricing. We provide regular updates via our social media platforms along with a detailed quarterly market report.

Market reports
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Locations

We have development kitchens at both our sites in Scotland and London, along with a team including development chefs able to support with menu development, new product development and product cook-offs and tastings.

Our skilled butchers are able to provide chef skills training to customers requiring up-skilling of their kitchen teams. We can also provide training for front of house teams and buyers to offer a broader understanding of product in order to better educate and advise diners.

Account support

Our customer service team are here to respond to any issues or concerns you may have quickly and efficiently. We endeavour to resolve any queries either immediately, or within an agreed timeframe.

Our customer service team are available Monday to Friday: 8:00am to 4:00pm
Out of hours we have an answerphone service available.

Placing and receiving your order

We appreciate chefs, buyers and operators work a wide range of hours and each persons preferences differ. Therefore we offer flexible ordering solutions to suit you. You can order by phone, email, online ordering, via our app or for those customers with EDI systems, we are able to integrate for ease of ordering. See more about our ordering options here.

As each product is delivered please check the delivery note for

  • Product description
  • Weight / pack size
  • Quantity
  • Shelf life (if applicable)
  • Product condition

We pride ourselves on getting orders correct first time. Should this not be the case, please contact our account support team immediately so that your issue can be resolved quickly and efficiently.

Should you discover any error after the delivery driver has left, please call our account support team so that corrective action can be taken.

The following information will help us process your queries quickly and accurately:

  • Your Account Number
  • Invoice Number
  • Delivery Date
  • Product Codes & Packs
  • Product Batch Codes – if a product complaint

FAQs

Wondering what the benefits of wet and dry ageing are? Want to know more about PGI? In our frequently asked questions section you’ll find all your meat questions answered, along with account query information.

PGI stands for Protected Geographical Indication. PGI is an EU scheme to protect and promote high quality traditional and regional food products unique to a geographic area.

Scotch beef PGI is meat sourced from selected farms in Scotland. When you see the Scotch Beef PGI logo, you can be confident that the beef was born, reared, and processed in Scotland and held whole life quality assurance.

OTM beef is cattle that is ‘Over Thirty Months’ old.

Wet ageing is a process of maturing meat to add flavour and increase the tenderness of the meat. Meat can be wet aged for 4 days and longer. The wet ageing process allows enzymes in the meats juices to break down the collagen between the muscle fibres. An alternative to wet ageing meat would be dry ageing.

Wet aged meat is vacuum packed with a plastic membrane protecting the meat from external elements, so the surface of the meat is less affected. Wet aged meat requires less trimming compared to dry aged, therefore, is generally more cost effective.

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