Iceland Reviews 

Would give zero stars if I could.! Never normally have a problem with Iceland but it was a last minute delivery for net day and they only had 7-9pm no problem until it decided to turn up gone 9 which is pretty crap when you have 3 kids and 1 being a newborn, little acknowledgment would have helped. When it finally came the ice cream was that melted it had leaked all over my kitchen floor and we gave it back and not been acknowledged about this. When putting the rest of the shopping away I found all but 2 frozen items were completely defrosted and now there refusing to refund me all because I threw it all in the bin as I refused to use any of it and make everyone poorly in the house. Absolutely disgrace and will never be using them again.

for about 4 weeks i have tried to buy the £1.75 ham and pineapple pizza to which every time i go to icelands food warehouse is never in stock.
they can use the lame excuses like ukraine war or the straits of humous or what ever its called.
even staff state they dont even know what they are going to get in.
Iceland is going down hill

I received an item that was out of date. I got a refund for the item after ringing customer service and sending them a photo. The delivery driver was miserable, the customer service agent was miserable. Looks like it will be the last time I’ll be ordering from them

How a shop that is meant to specialise in frozen products, still deliver every single time, the products defrosted and the chilled things warm. Other supermarkets manage yet you can't. Think you need to get some advice of them as its beyond ridiculous now.

I sent an email regarding one of their delivery drivers smashing into my car and driving off. Heard nothing. Rang the customer support number 08003280800 and my call kept getting cut off. Im very disgusted
This incident happened on Friday 31st July at 6pm at my address. Van registration is PF21 DZX. I want this resolved. I will be checking my camera

I can't believe a company can provide service like this in 2026.

I placed an online grocery order and paid extra for a scheduled delivery slot. I waited for hours, but nothing arrived. Eventually, I discovered that my delivery had been rescheduled to a different date without my knowledge or consent—a date that was completely unsuitable for me.

The worst part? There was absolutely no notification—no email, no text message, no phone call. Why ask for customers' contact details if you don't use them to inform us when you change a delivery?

I then contacted customer service, and that was an even worse experience. The representative (I believe her name was Shibasha) was rude, dismissive, and completely unhelpful. Her only solution was to cancel my order and tell me I'd have to wait 7–10 working days for a refund. So not only was I left without my shopping, but I was also expected to be without my money for up to two weeks.

Well, here I am 13 working days later, and I still haven't received my refund. I submitted a formal complaint, which has been completely ignored.

At this point, I'm seriously considering asking my bank to raise a chargeback because it's the only way I may finally get my money back.

Absolutely and utterly disgraceful service from start to finish. This was, without question, the worst online shopping experience I've ever had. The only reason this review is 1 star is because Trustpilot doesn't allow 0 stars.

Dishonest sneaky and deceitful. They conveniently (for them) fail to make it clear that the various juices they sell are almost all WATER. Also when a refund is due they stick it on to your bonus card - so no refund at all, forcing you to make more purchases: SNEAKY

everything went great for me , refunded for item out of stock . lots of deals 10for10 was great .

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...