Name: Iceland Foods
Rating: 2.51

“Delivery did not arrive. Website says it's been delivered and I have been charged. Customer helpline closed as too busy to answer calls. Emailed but no reply for 3 days, then their email asked if I still needed help yes or no and I said yes and sent further email to complain. 3 days later further email says they will pass my complaint to local store. Now 3 more days but still no reply. I will contact me credit card to try to reclaim money. I can't go out due to lockdown. Just seen the MD interviewed on tv saying how well they are doing!!”

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Posted 4 years ago

“The delivery driver forgot to deliver my frozen food. It said clearly on my label that there was a bag of frozen food. Realised very quickly but had no way of contacting him to call him back. Also Iceland’s phone lines were closed. This was for a lot of items that I needed.”

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Posted 4 years ago

“Poor quality fresh products in the Nottingham stores. Found out of date products being sold too. I fear for my safety too in their shops as the staff are always chasing shoplifters out of the shops.”

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Posted 5 years ago

“Ordered last Monday for delivery today, expected shortages but not on non perishables? Also no bread or milk. Did they leave it until last night before picking? Due to shelves being stripped bare you would think that this has to be addressed. I live alone, don’t drive, nearly 60 & now in 12 weeks isolation due to breathing problems. Cannot get another delivery slot but thinking is it really worth it as the delivery today is a quarter of what I ordered. Regular customer to Iceland, after this not sure I will be in the future.”

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Posted 5 years ago

“Why dosnt ayr branch be resonable and and help the elderly in these bad times like Kilmarnock store”

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Posted 5 years ago

“Thinking about going/ ordering from Iceland through these dark times with Covid-19? DON'T my family of 4 (2 kids under 9) ordered food from them a week ago to find out today we are getting NONE of the food we ordered and there are NO substitutions also. Company is a JOKE! now we've been left to starve by this "So called" bad supermarket.....”

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Posted 5 years ago

“Customer service on check outs! Not pleasant. No offering to help pack, scan items fast to the point where it's all piled up, then by the time you are halfway through packing and paying, they start on next customer and not allowing abit of time for other customers to finish packing. Attitude with some of the checkout assistants are off putting, as though they dont want to be there. No consideration for customers to be honest.”

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Posted 5 years ago

“Set up an online account for housebound relatives 2 weeks ago and tried to place a 2nd order this week. At checkout was told there was a problem and to check card details and try again. I did, 4 times, but order was declined. On checking my bank however 4 pending payments to Iceland were listed! Over 2 phone calls listening to drivel on hold I had the bank issue resolved but customer service? staff could offer no explanation as to why my order was declined or how it could be resolved, indeed they didn't seem to care whether I spent my money with Iceland or elsewhere. A subsequent email was met with the same polite but couldn't care less response so I shopped elsewhere. Customer service were absolutely hopeless. Will be avoiding shopping at Iceland in future as will the relatives I referred to. Malcolm Walker should devote resources to improving customer service rather than greenwashing and boasting about his Bentley.”

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Posted 5 years ago

“It's not the first time this has happened but I have had my online shop delivered two days ago and two of the fresh meat items had very short dates. So I went on to customer services and left a complaint and had no response,so today I have had to leave another message. I am very dissapointed that a customer service dept can't be bothered to respond when they get a genuine complaint. I will take my business elsewhere in future Kevin mount. Sa73 3sa”

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Posted 5 years ago

“Spent £50 at the store last Friday and arrange delivery for 7-9pm...it did not come until 4pm the following day!!.. I'm a single mother and couldn't afford to re buy!!.. We had nothing to eat at the house.. I spoke to someone at the store Saturday morning and was promised extra shopping for the inconvenience.. Nothing!!! This is a disgusting way to treat a loyal customer.”

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Posted 5 years ago

“I bought a turkey crown Christmas 2019. On the box it said perfect turkey crown, it was far from perfect. When I came to cook it it was absolutely awful. It stunk my kitchen out it was covered in herbs and possibly garlic certainly not suitable for Christmas lunch. Head office haven't even got the courtesy to reply to my complaint. Shame on you Iceland”

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Posted 5 years ago

“Thought we would try their Salted Caramel Profiterole gateau, after following the defrost instructions to the letter, the end result was just a gooey mess, nothing like their picture and 2 reviews on their website. I could upload a picture of it but it probably would put you off your cornflakes.”

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Posted 5 years ago

“Your 10 off voucher had incorrect date on it and I had to leave the shop in front of all embarrassed. Burnt oak manager, it's a disgrace how you handled the situation”

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Posted 5 years ago

“I've bought here for 3 years NEVER AGAIN! yesterday, they sent me a message that the delivery was coming late that I should contact them if I want to cancel. Called them, after 15 minutes managed to go through, and pass it for following day in the morning. 1 hour later, I was getting ready to leave and the delivery came, the driver was NOTHING BUT RUDE TO Me yelling in my face.. when I tokd him that I was surprised as I was expecting him following day. On top of this half of my order was missing, the things that came were unfrozen and the eggs all broken. THIS IS UNACCEPTABLE. I called and Luke from customer service was really helpful to me, he said that the manager from this store, Andy, was super apologetic about this. I HONESTLY DON'T BELIVE THAT THIS MANAGER WAS APOLOGETIC ABOUT ANYTHING NEITHER CARED. following day, the delivery arrived, SAME DRIVER. holding my things saying "apologies please" I couldn't understand, I thought he was joking... I said you were really rude to me yelling on my face, he threw the things on the floor and said I WASN'T! HONESTLY UNBELIEVABLE!! ON THE TOP OF THIS, STILL MISSING STUFF. AFTER YEARS OF SHOPPING HERE, I'M NOT RETURNING TO ICELAND AGAIN. THE MANAGER SHOULD BE ASHAMED OF GIVING THIS SERVICE! I'VE NEVER BEEN TREATED LIKE THIS BEFORE”

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Posted 5 years ago

“I frequently shop in store at the Winchester Iceland but after a long week I decided to treat myself to an online shop. Honestly I wish I hadn’t. It was a horrible experience, I booked the earliest slot as I had other things to do on the particular day. I made sure my phone was on loud and received no calls. As the day went on and I still didn’t have my food shop I decided to call the store. Only for them to inform me that they called me multiple times, I then checked they had the correct number which they did, so they clearly didn’t call me. I will now have to wait for them to deliver in a later slot which is inconvenient but at the end of the day I need food. I will never do an Iceland online shop again and I will think twice before shopping in store. The only reason I can give them a single star because of the customer service lady who was extremely patient and lovely.”

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Posted 5 years ago

“Contacted customer service after receiving several spoilt items and a poor quality pork loin from an online order. However was told they couldn’t take forward my complaint as I was unable to provide reference numbers from the discarded packaging. No refund provided and no satisfactory outcome from complaint”

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Posted 5 years ago

“Had a frozen family cottage pie and there was part of a tooth in it absolutely disgusted will never shop there again and I will be going all over social media with this”

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Posted 5 years ago

“Since the fantastic Store Manager has recently changed the Eastwood store has gone quickly downhill with empty shelves and poor quality products . Customer Service is dire and the store is dirty. Freshmeat fixture is always broken with blown and smelly packets of meat. Avoid this store at all costs .”

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Posted 5 years ago

“Rudest delivery man ever. I’m disabled and he bellowed at me from the communal hall downstairs, told me I was lucky it was a small order or he wouldn’t be bringing it upstairs to my ACTUAL front door and then aggressively said he couldn’t deliver food into my bedroom?!?! As if I would ever ask or expect that!? Stupidest reply ever from Iceland to my complaint, telling me that drivers are not insured to enter premises - er, I’m fully aware of this -and ignoring the rudeness, shouting and appalling service that I experienced. How do other supermarkets manage to insure their drivers, train them not to be rude and to assist those who are disabled? Maybe Iceland should look into this. From their response to me, it’s clear that Iceland think that this delivery driver’s rudeness, arrogance and lack of helpfulness is acceptable behaviour. If you are disabled, elderly or expect decent service I suggest using a different supermarket. I think I’ll stick with Ocado; they bring bags into your kitchen and the delivery people are always charming and helpful. Strangely, they don’t have any issues with insurance...”

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Posted 5 years ago

“Rudest delivery man ever. I’m disabled and he bellowed at me from the communal hall downstairs, told me I was lucky it was a small order or he wouldn’t be bringing it upstairs to my ACTUAL front door and then aggressively said he couldn’t deliver food into my bedroom?!?! As if I would ever ask or expect that!? Stupidest reply ever from Iceland to my complaint, telling me that drivers are not insured to enter premises - er, I’m fully aware of this -and ignoring the rudeness, shouting and appalling service that I experienced. How do other supermarkets manage to insure their drivers, train them not to be rude and to assist those who are disabled? Maybe Iceland should look into this. From their response to me, it’s clear that Iceland think that this delivery driver’s rudeness, arrogance and lack of helpfulness is acceptable behaviour. If you are disabled, elderly or expect decent service I suggest using a different supermarket. I think I’ll stick with Ocado; they bring bags into your kitchen and the delivery people are always charming and helpful. Strangely, they don’t have any issues with insurance...”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	Greater than 73%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.9 out of 5
Returns & Refunds
Refunds Process	Difficult

Iceland Foods Reviews