Iceland Reviews 

Iceland are not as good as they say they are,shoped at Chester store and my bill always comes to over £100.As soon as you call the store and say your delivery of shopping has 4 or more items missing, then the lady on the other end of the phone calls you a liar and says "the driver delivered all your shopping as the van is empty"but dose not apoligize for the missed items and will not look into it or see that i get my items that are missing,she would rather believe the driver than value good customers,if i dont get my missing items i will do my shopping else were and get a taxi home if the supermarket dose not do home delivery,iceland in Chester may loose a good customer as they have alot of 1 star reviews and i can see why know.
Are iceland employing staff that dont care about customers feelings,as i feel the last person i talked to was very helpful in finding my missing items for me and having them delivered.
But the woman on the phone this time i feel its a new manager,she needs replacing as she is very rude and has no consideration for customers and has no feeling about there problem,thats why iceland are not what they make out to be and the staff always look sad and unhelpful,iceland seem to employ anyone young people that dont give a toss how customers feel,the staff are mainly young kids or older people that just want to get out the house,but dont have any customer focus experience,ive work in customer facing rolls for over 20 years and as a supervisor/key holder for over 10 years,and have never had the attitude kids have today and they have no respect for customers.Iceland you are loosing good customers as your reviews are getting worse and i bet your young delivery drivers are taking some customer orders for themselves as the older drivers i knew where very helpful and more experienced in customer facing role as a delivery driver.

No wonder iceland are getting low star reviews as they dont read them or try and fix where their going wrong or contact the customet about thier experance shopping at their store.
Dissapointed in the way iceland customer care handle a problem with a customers order,as they have delivered shopping with items missing and will not sort it out their end in the five days they could of come to a conclusion in the end its the customers problem and they cant do anything about it,no wonder they get low stars and need to sort themselves out.
C.E.O. iceland sort your customer services office out and stop blaming the customer when you leave items off there shopping

Iceland’s customer services are a complete waste of time. I contacted them a week ago with a simple query, explaining that I had tried dealing directly with my local store but their phone number is not working.

After explaining my query to several different customer service agents (none of whom seemed to have any idea what I’d told the others) I was finally told to sort it out for myself by phoning the local branch… and yes, the number they gave me to ring was the one I had already told them was unavailable!!

If I could give 0 stars I would waited for delivery to come didn't turn up but when checking status they changed it at 21.00 saying delivered nothing was delivered. I find it difficult to get my daughter to go out but haven to get my 9 year old daughter dressed and haven to go out at night to get something that we needed was not happy at all and caused her meltdown.
If they was not coming why change it to delivered all details was correct I have never had problem before but I will definitely not be using them again.

The attitude of the staff is really bad. I'm sure if it is just here or if it is common in all their stores but if they went into a store they would not appreciate being treated in the same way. It is not just one member of staff either so i don't why all the staff would treat a person to such unfriendly treatment. I am glad to get out of a place with so much negativity. I rarely go in there if I can help it.
It is not worth it. Life is hard enough as it is without having to endure prejudice or whatever problem they have with their choice of customers!

I went into Iceland on Waterloo Road today Blackpool and saw a deal labelled 3 for £2.70. At the till it scanned as £2.70 each, which is misleading. When I mentioned it, the older man serving didn’t smile, didn’t apologise, and just shrugged with a rude attitude. Even when I said it might have been my mistake, he still didn’t show any professionalism.

This store has been the same for a long time. The staff look miserable, never smile, and act like customers are bothering them. If you ask where something is, they just say “around the corner” and walk off. They don’t help, they don’t care, and they don’t even try. The place is always quiet, and it’s obvious why. The staff here seriously need replacing because none of them seem suited for customer-facing roles.

I wish I had read this Review Page before I ordered.
I’m a New Customer to Iceland Online Shop
This particular order was only my 3rd.
Due to missing out on a Delivery Slot for 5-7 I was forced to book 7-9pm.
I waited & waited & if it wasn’t for the fact that I needed some of the shopping I would have told the Driver to keep it.
My order arrived @ 11:30pm - 2 1/2 hours late from the end time & 4 1/2 hours from the start time.
I rang this morning to complain & got a half hearted sorry. Not good enough!!
I was also promised it won’t happen again.
Not sure how they can promise that.
Not sure if I will use them again.
I tend to Boycott Shops that cause me a problem even if I suffer for it.
The list is getting longer & longer.

The car park was littered with cardboard in trolleys obscuring the parking signs. I parked for 8 minutes as a genuine customer in the store and was fined £60. the Customer "Don't Care" team sent a sanctimonious and untruthful letter saying that they had no control
over their own car park and wished me a lovely day

Awful service, Iceland let me dune tonight after many years of me being a loyal customer. I ordered same day delivery for 7/9pm. I have four children two of my children have autism and can only eat their ‘safe foods’. We waited 2 hours and checked where our delivery is, online it stated ‘delivered’. However, it wasn’t delivered to us! Now I’m so frustrated unable to call customer service as their offices are closed! My children are having meltdowns as their favourite foods haven’t been delivered to us! And if I get a refund I bet I have to wait 5-7 working days - which is awful as I still need my groceries! I’m never going to shop with Iceland again, so unprofessional.

I have bought online for years because I am disabled and my husband has dementia. I have always had great drivers who readily help by putting stuff in kitchen. I always tip them. Today for the second time I had a foreigner who complained and stood outside until I got bags which he filled. Thanks so much it took me ages to move 4 crates of drinks to a room and put away the stuff. Bill was over £100 he got no tip. I am not lazy, just disabled. Other drivers help. Iceland say it’s “‘elf and safety” so I am going to attack a burly man from my walker. Give me a break

I ordered online for a delivery on the 25th. My time slot was 10-12. I normally receive a message to say who's delivering and a time within half an hour. You can then track it on your phone. I received none of these. He turned up with minutes to spare, of course I didn't even know he was on his way. I went down to the door and he was very rude . I asked him if he could put the trays inside, to keep the door open, while I unpacked. He just pointed at the trays, as if to say you do it. Yes, I'm a man, but I don't want to damage the trays, plus I had a bad back. Would he do the same to a woman, or an elderly person? Just really couldn't be bothered. I asked why I wasn't informed about a time he was arriving. He rudely said dunno, probably the machine. You would know if it wasn't working. His whole attitude and customer interaction was disgusting. They must be desperate for drivers. That's the 2nd bad experience in a row. Anymore and I'll go to sainsburys, or morrisons.

Delivery slot was 5/7. Tracking said 6.38 at which time the van was 2 stops away.
He was still 2 stops away at 7.
Contacted shop as advised on the e mail lots of times...no reply.

Contacted customer service who were closed. Why when the stores are still open with customers needing help.

Finally Contacted driver to see what was wrong.

Can you believe he ran out of fuel!!!

He had to go to the store to get the fuel card, fill up and carry on with deliveries.

Arrived at 7.30. Still no response from store. .the Halesowen one in B63.

Spoke today to customer service who said their terms and conditions say that deliveries make be late due to reasons outside of their control.

Running out of gas is inexcusable and it well within their control. Modern day vehicles have many ways of warning if this. No excuse. The company is a shambles.

Never again £5 put on my club card. Big deal.

Really good in lockdown, now they've lost the plot.

Customer service is shocking. A large use of AI and lack of reading previous correspondence. My formal complaint request due to being overcharged on delivery fees was ignored five times. I advised I felt I had been misled and your agents amended my order to make it look like I had underpaid instead despite me providing video evidence your website said my order should have free delivery EVEN THOUGH it was same day. I provided video evidence and was told I was allowed a refund. Then I wasn't. Then I was. I was told you couldn't refund to my card, only the bonus card. Miraculously I got a refund to my card, which still didn't add up to the correct amount because I got a random figure which was slightly higher than my delivery cost. I am just baffled and I requested a formal complaint and asked if my complaint was rejected or upheld and got no response. Absolutely painful communication. I tried to submit feedback on survey monkey (this very message, I've pasted it) and it said "The comment you entered is an invalid format." when it's just text...

Not a good experience at all
Not good at all i place an order yesterday to be delivered the same day the delivery drive was the only nice thing about it they don't check dates and the tomatoes they delivered me was all squashed and had stuff growing on them when I called though to the Bridgewater store, I was told to ring the warehouse when I called the warehouse, the manager was very abrupt and said, no, you need to call our customer services, okay. They did deliver new tomatoes the same day. But that's only because I said to them, if they didn't, they can come and collect all of it. The thing is , all the food they delivered me apart from my milk has to be used by today , so really annoying not impressed at all and would not use again

I followed the links for an online chat, to find out when the Iceland shop in Darwen, Lancashire would be open. The person I communicated with said she would pass me to someone else and it would cost me £ 1.00. I find charging for opening information is disgusting.

Places an order on 22nd July to be delivered on the 25th July it came with in the time frame however more than half the items were missing the guy delivering assured me they would be with me by 5pm 5.30 no sign of him so called customer service said other items had got mislaid 😳 so she would need to load the missing items on to a bonus card then I would need to go on to my account to reorder the items and arrange a delivery we were having a bbq on the 26th hence why the order was placed to be delivered 25th said I wouldn't be doing that and could I have a refund for the items I had not received which Ive had an email for.
We absolutely wont be shopping at iceland again shocking customer service..

Absolutely terrible, 9 items out of stock, 3 items substituted for things I don't like hence why I don't order them. Customer service was appalling and I have to wait 3-5 days for my refund. Just don't bother or waste your time with this incompetent brand

not always good on delivery/picking, choices

Went and did a weeks shopping on a Sunday morning, constantly harassed by staff doing the home delivery picking saying excuse me , excuse me everytime I am looking at something , why can’t they wait till the customer has moved away , then to the tills to see £160 worth of shopping being scanned at 100mph and I haven’t even finished emptying the trolley on the belt , on my own due to hubby in car as he has terminal cancer , all shopping now piled up like Mount Everest and cannot even get my bags anywhere near the shopping to pack them , come on Iceland better customer service , I will not be returning at all ..

I love Iceland since my accident where I broke my ankle, they have been great most of the time. The delivery driver has been friendly and helpful bringing the shopping in. I toke off a star because sometimes my food comes it very near the eat before date or sell by date. Also another star is off because my shopping has been delayed by delivery driver being busy or rushing. That doesn't happen often. Over all I'm happy to shop at Iceland. It really is value for money.
Thank you all.

Always make sure you chase up a refund for a missing item if it’s below £5. If it’s £5 or over - you’ll see in your confirmation email that the missing item has been refunded & it will be. But if it’s below £5 make sure you chase it up because although the confirmation email will tell you the refund has been processed…it hasn’t. When your due a refund of £1/£2/£3…you tend to forget about it & expect the refund to be paid back.
When this happens over the course of a year to every customer who gets a low value item missed off their delivery …think about how much extra revenue a company would make from this.
Now scroll down & you might read a read a generic customer service response about “customer feedback is appreciated” & “we strive for excellence “ then a scripted statement about how they always adhere to consumer law regarding refunds.

Then…
The next time an item is missing off your delivery & the email confirmation says it’s been processed…after 5 days when you check your bank account & see your £1/£2/£3 missing item hasn’t been refunded…remember what you read here today.