Iceland Reviews 

The company just dumps food at door and with no bags
I'm disabled and find it hard to carry into home

Ordered an online shop for delivery. No attempt to deliver as was looking on the tracking. Got to near our road and just turned around. We were relying on that shop for the weekend so now we’re £50 with no shop. Rang customer services and their only offer was to send an email to the store which as it’s now the weekend won’t be picked up until next week I’m assuming.

In Lewisham iceland on date 17/07/2027 afternoon.
Absolutely disgraceful experience. I paid for my milk, but as I was leaving, a staff member chased me into the street, shouting that I hadn't paid. When we checked the till, it was confirmed that my payment had gone through. Instead of giving a sincere apology, the manager dismissed my concerns and offered compensation without even listening properly. I was publicly embarrassed and left feeling I was treated differently because of my race. Customer service was no help either. Worst shopping experience I've had.

Had delivery they forgot all my frozen food so refused order and made complaint still not had all my refund and money added to bonus card still nothing for weeks I've sent 18 emails and called head office and still nothing what a load of rubbish

I use Iceland home delivery all the time never had an issues and Mike the delivery man is very helpful …

I've been ordering deliveries from Iceland for a little while. I must say, my first couple of deliveries were fine. However, since we have had this mini heatwave, this have gone very badly wrong.
Clearly, their delivery vans don't have strong refrigeration and I had recently received some damaged items. One was a whole back of ice lollies and the second was a number of samosa packets.
I reported the issue and Iceland asked me to supply pictures to show the damage. I did this.
Afew days later, they asked me to send pictures of the product codes and serial numbers. I did this.
Then they wrote back and asked me to send the pictures of the samosa packets showing backand front. So, I complied again.
Since that time, the company has ignored me totally. I've been forced to complain but have been ignored totally. I've now been forced to write them an email giving them 14 days before I make an application to the small claims court.
It might sound patty to raise a claim which is only for roughly £10.00 but Iceland has treated me very badly.
Not only have they lost a customer, they most likely will lose even more money because I will insist Iceland compensate me for my costs.
I see Iceland gets very low ratings and that seems to be accurate taking inyo account how they've treated me.

My Grandma is now having to shop at morrisons as they deliver with bags, yiu should give customers the option to have bags or not.
Drivers will not bring baskets in or help the elderly. My gran can not bend. So this is the last tome she will order from Iceland

Yes the no bags is annoying but the workers do help alot and I hardly ever have substitutes unlike asda.

No self service and only one staff on tills and been waiting 15 minutes it not very good service

I would give 0 stars if I could, the new bag less delivery’s are farcical, the quality of the fresh food delivered was awful, items were out of date the following day . Other fresh items you can tell are poorly stored hence the poor quality of the food. The store that delivers in my area has on several occasions delivered out of date items to me one was item by a month ! The delivery service is convenient and always has delivery slots , thats why I shop there even though of late I’ve been conflicted and cancelled orders . It’s also a real problem to get refunds it takes days for responses , and in my experience they rely on the fact that some customers will get tired of chasing replies. It’s a shame because Iceland stock a wider variety of frozen foods than other stores.

After weeks and weeks of having to complain about food use by dates when getting home deliveries.. this Saturday they really excelled themselves
For around 5 weeks I’ve had food delivered that has had use by dates for the day of delivery or the next day.. one delivery I got 4 packs of chicken breast all to be used the next day, pack of pork chops and some quiches the same. The next I got goods to be used that day. So after email, after email I was assured the store had been told to check the dates and give a good shelf life on home deliveries
On Saturday the 11/7/26 on checking my order I noticed the tag on a loaf of bread said use by 9/7/26 so 2 days out of date.. not only that it was green mouldy all over .. really thick furry mould in some places. This was in a clear bag so it could be seen. This proves that the dates were never checked. I contacted customer services yet again, giving them the order number, date of delivery and several pictures of the tag and mould. After three days they replied with.. can you please give us the order number and pictures of the goods. Proving that they obviously don’t read the full email. So I did it all again and they sent me an email saying the money for the bread had been refunded. No sorry this has happened yet again only this time worse.. or that they’d be speaking to the useless store manager ( I know her from years ago ) regarding this matter again. They had told me previously this had been dealt with. So I decided to ring head office, after trying about 3 numbers which instantly cut off as soon as it rang, I found a number.. went through the entire story yet again about all the delivery issues.. to be told we’ll refund you the money for the bread. I said it’s not good enough this is happening far to much to me. So off she went leaving me on hold.. came back and said we can’t refund you as you’ve made a formal complaint .. it will now be investigated by an area manager, but we don’t know when or how long it will take .. in other words we’ll file the complaint in the bin.
I then got an email offering me £3 as compensation. But it would be added to my bonus card meaning I’d have to spend it at Iceland. I’ve again said it’s not about the money .. it’s the stress of it happening all the time. I rely on home deliveries as there are days when I can hardly walk at all.
So let’s see what they come back with. Had this been a one off I’d have let it go which I have done in the past .. but after 5wks of constant issues enough is enough.

They tried to deliver one hour before my slot. When I wasn't in they said unable to deliver and now I don't have my groceries. What's the point of a delivery slot FFS?

Wouldn’t give any stars preferably. Delivery service is abysmal. Had a delivery scheduled, didn’t turn up but they marked it as delivered and charged me for it. Still haggling with customer service to get a refund - never have this issue with Ocado, Morrisons etc. will never purchase from Iceland again, company is a disgrace.

What a joke, a totally disjointed company… web site says they sell a product so off I go to a food warehouse to be told not all items shown on the web site are stocked by every store…
That’s just spiffing… the website should be capable of reflecting what’s available in your local store (like tescos does)… and the prices, wow, over priced products… no doubt to make up for the over 60s 10% Tuesdays.
Awful shop, shall drive past it in future, it used to be fairly good but, the race to the bottom is clearly on.

I am extremely disappointed by the experience my husband and I had in the Caernarfon store.

My husband is in his 60's and is profoundly deaf. He wanted to use his Tuesday 10% over 60s discount, but because of his hearing loss he finds communicating at the till difficult, so I spoke on his behalf while he tried to scan his card. I told the cashier twice he was deaf.

Rather than showing patience, the cashier repeatedly rolled her eyes, held her head in her hands while he was struggling to scan his bonus card, and spoke to us as though we were an inconvenience. It was embarrassing and completely unnecessary.

When I asked if she needed to see his ID for the over 60s discount, she ignored my question and instead told me that the card was for his use only and that he could not buy anything for me. I then had to explain, in front of a queue of customers, that he is my husband. It felt as though assumptions had been made simply because there is an age gap between us.

My biggest concern is the complete lack of awareness and respect shown towards a customer with a disability. Deaf customers deserve the same patience, dignity and understanding as everyone else. Not everyone can communicate easily at a busy checkout, and staff should be trained to recognise that.

Thankfully, my husband could not hear the cashier's tone or attitude because of his profound deafness. Had he been able to, he would have been deeply upset.

Following this incident, I contacted Iceland Customer Services to make a formal complaint. I was advised that my complaint had been escalated and would be dealt with internally. However, I was also told that I would receive no response, no update and no follow up whatsoever.

I appreciate that any action taken against a member of staff is confidential. However, I do not believe it is acceptable to tell a customer that they will receive no acknowledgement or outcome at all after raising a serious complaint about the treatment of a disabled customer. Even a simple message confirming that the complaint had been investigated would demonstrate that Iceland takes accessibility and disability awareness seriously.

Sadly, the dismissive attitude I experienced in store has been matched by a complaints process that leaves customers completely in the dark.

I hope Iceland takes this as an opportunity to improve disability awareness training, particularly around supporting deaf customers and those with hidden disabilities. No customer should leave a supermarket feeling belittled for supporting their disabled spouse.

Just came back from the shop. Quite apalling customer service toward myself as as deaf person. The individual on the till was rude and rolling her eyes because my wife had to communicate with her and myself. The individual also said to my wife she could not use my elderly discount status to the shopping . My wife explained that I am her husband. This is embarrassing in public view. The woman was both hostile in her tone and intolerant. My wife has contacted head office to complain.

I have used Iceland delivery service a lot over the past year, admittedly I don't buy much frozen food my orders a mainly for soft drinks which are excellent bulk buy value due to offers. They have always delivered on time with every driver being helpful and pleasant.

My recent experience with Iceland's delivery service has been incredibly frustrating. I was scheduled to receive a food delivery yesterday, July 12th, between 5 PM and 7 PM. Despite being home and actively waiting, my delivery was missed. There was no knock on the door, and my camera doorbell, which usually notifies me, did not ring, indicating the driver didn't use it.
To make matters worse, when I contacted customer service this morning, I was assured that an email would be sent to the store to arrange a redelivery promptly. However, hours later, I still have not been contacted by anyone to reschedule. This complete lack of communication and follow-through is unacceptable and has left me without my groceries and feeling very let down. The entire process has been highly disappointing.

Awful awful awful. 13 items out of 26 missing s d the drivers response was literally not my problem guv. Avoid at all costs.

Ordered 6 cases of Pepsimax and 3 of Diet Coke on linr. Only 3 of each were delivered and the driver told me they had run out of Pepsimax at West Ealing where he was from. I went to their West Ealing store and they had over 20 cases for sale on display. He could have been honest and told me they don't like delivering more than 6 cases rather than lies that they tell me nearly always.