Iceland Reviews 

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.

Bought the milk ice-cream sandwich. All stuck in paper. Nearly choked. Most the product s sucks and expensive.

Ordered 5 rolls of toilet paper at a pound a roll substitute with four rolls at a pound a roll and instead of refining a pound they refunded 28 p I certainly won’t shop with them again

Untill today I have been pleased with my deliverys. I get it mostly out of convince with having two kids and not being able to carry much. Today although the delivery driver was polite, he wouldn't stop staring at my chest, im a woman on my own with two children, at first I thought he was staring at something behind me, so I looked, he laughed then stared at my chest again, Im fully clothed, I had my two children at the door and he's standing there staring at my chest like that. Didgusting. I've sent an email of complaint, I don't want that delivery driver again. This left me feeling disgusted. To stare at a young woman's chest like that and not even hide it infront of her children, is nothing but vile.

I would give zero stars if I could. Absolutely appalling service. A week later and still no refund for the £118 groceries that I never received. I have probably ordered from there around 10 times in the last couple of years and I reckon that there was some kind of issue with half of the deliveries. This time the driver called to say that his van had broken down and asked if I could wait for it to be delivered the next day. Later the next day, a driver called to say he was outside my house but he didn't have any of my groceries in the van and that I should just let him cancel the delivery as it wasn't likely to arrive anytime soon, as they've had a bad week. I mentioned the broken down van from the day before and he said that the vans always break down as nobody looks after them! Unbelievable. All they offered for my complaint was a £10 voucher. I am still waiting for the "store to respond" for my refund. I have now had to email their Customer Services once again and I have reported this to PayPal.
The service is absolute garbage for when something goes wrong. I had contacted 3 nearby stores to ask for an update. My local one at White City said the delivery wasn't showing from their store, Urmston said the same thing. I was advised to ring Eccles, who never answered my calls. As it fell on a Sunday when I was working, I was forced to fork out for food at a convenience store, as everywhere else was closed. What a ridiculous service. When I complained that I've had issues with previous orders, I they said that there was no evidence of this. After I've used my voucher in store I will never use them again.

Driver parked on 2 footpaths..

Today one of my neighbours had a delivery from Iceland, when the guy turned up he parked his van (Reg: PK72WBY) right in front out block of flats, not only blocking 2 pavements but also a grass patch that has not seen water for months. He drove his van right up to our front door dropped off the food and left.

I've never seen such lazy parking as there are 2 empty car parks on either side of the 2 pavements and 20 meter grass patch.

Iceland should be a shamed of themselves for letting their drivers illegally park like that. It has been reported to the police, DVLA and local council with CCTV footage and photos of the reg plate.

2nd delivery. Ordered 22 items from the Rawtenstall store, recieved 9 items. Rang Iceland, I struggled to understand what the woman was saying and she struggled to understand what I was saying. She asked me to name every missing item as she had to write it down, she said she couldn't see what I had ordered. I was put on hold many times and for so long I thought she had hung up. A very difficult long phone call. She said I will get an email reciept with the missing items listed and the money will go in my account in 5 days. The cost of my missing items was £18. The email reciept said my missing items cost £24.90 and the total refund is £16.26. Im very disappointed and shocked with their service.

Food came fresh and in good condition. The delivery driver, Spencer (Manchester area) is always extremely friendly and helpful when he delivers our food, and as always went above and beyond to make our delivery as easy as possible with a cheerful attitude. One of the best drivers I've encountered when ordering with Iceland. He definitely deserves some recognition for his positive attitude and amazing customer service.

My order was supposed to be last Friday between 5/7 waited in as we were supposed to be going out he turned up 7.30 too late to be messing around in freezer so he took it back heard nothing from my email to customer service on Tuesday asking when I will get refund feel so let down by this company

I dont understand how iceland has gone down hill so fast they used to be on time or ealier and always was informed about anything. This is the second time I have a late order still waiting an hour later customer service number tried contacting the store and no one answered and they dont know what to do which doesn't help anyone, haven't recived any text just emails and delivery said completed but haven't got it (£300 worth of shopping), have been advised to just wait but that doesn't help. I will not be a customer to them anymore and the last delivery guy exspected me and my partner to help him bring our own shopping from the van to the door, I didn't as I couldn't leave kids unattended in the house and my other half helped due to our frozen food slowly defrosting

Visited the Mold FW store yesterday and was very appreciative of the help provided by the store staff when my autistic grandson started playing up. They even offered to load my shopping in the car for me, but I was able to do that. I will always be grateful for their assistance and wonderful customer service. 👏👏👏

Ordered £150 worth of food then decided to add more to the order within a short time.The additions were £26 and Iceland charged me £40.After numerous contacts with customer service they wouldn't budge claiming they could find what the additional items were even though I Sent them a list of the products. My advice to people before you pay is double check what's in your basket and the price they are charging you as they appear to be able to charge what they want