Iceland Reviews 

My order didnt turn up, so I phoned warehouse and got a mouthful of aggressive untrue accusations, but after ensuring that the lack of delivery was witnessed by several people I was offered a new delivery time, later in the day. This arrived 5 mins before deadline and the frozen food was defrosted and the fresh food including meat and fish was warm, so I had to throw everything away. I was a chef and know that uncooked food left to stand in warm temperatures above chilled is very likely to be contaminated. I have complained but this is the second time this has happened so I shall no longer be using Iceland.

Looking at other people's reviews.. You can tell iceland are S***! I ordered cupboard food, fridge food and frozen food. What didnt turn up! Frozen food! How on earth can you forget frozen food. £25 of my order was frozen. So I have to wait 3-5working days for a refund. Ended up having to walk to lidl to buy my food which was 30mins walk there and 30mins walk back. Sweating there and back. Retrain your staff or fire them! They are S***!

How long before a driver assaults a customer.

I rely on home delivery and have been a customer of Iceland for quite a few years, had a few damaged items in the past, never any issue with a driver.
Today July 11 that all changed a driver arrived albeit on-time, he started cursing, giving me dirty looks as I was taking too long - I'm 70 with limited mobility - offered a cold-drink, to defuse situation - he refused. His impatience became threatening behaviour. I asked him to drop the attitude, then he exploded. He came closer, threats to remove order and then a snide promise of no more home deliveries.

Rather than rely on hearsay, I have full encounter recorded on two sources Door CCTV and home entrance CCTV. Looking back I can see him getting physical with someone.

Was promised a call-back from store manager - hasn't happened. Logged a complaint Case Number: 05152866 let's see what Iceland does next.

There is no point doing a online order as they keep emailing saying out of stock.... until you walk in store then they have the items in stock.
There's no point offering a delivery service if people have to go to the shop anyway, complete and utter waste of air.
I would rather rummage through the wheelie bin than walk back in your store again.
1 star because I can't rate you 0.

Yeah celebrate football World Cup with Iceland, what a joke. Ordered just in time for the footie (latest would be 9pm) Due to unforseeable circumstances arriving late. 2 minutes later tried to deliver your order no one at home!!! Don’t lie, I’ve been at home all afternoon. Phoned no answer on number they txt on. 10pm sorry van had blow out deliver tomorrow between 5pm and 7pm. No you won’t footies done and no food. Phoned next day we will reimburse you but that will take 7-10 days. So you can have my money one day and I have to wait for you to pay it back. False advertising springs to mind. Order and you can have it today. What a load of rubbish

The worst inept commercial company Ive had the misfortunte of dealing with. I placed an online order and paid for delivery 11th July. When the delivery failed to arrive I spent over an hour on the telephone this outfit's customer care and eventually spoke to an operative who spoke broken english. I was advised that the outlet was too busy to send the scheduled order, however if I was fortunate enough the order might be delivered on the following day. How to waste money and time? Buy from Iceland stores

For the first time ever I had received cooked ham that looks like it has blisters on the slices... I opened it up not thinking to check at first so had a few slices earlier on (I LOVE cooked ham) After 4pm I thought I'd go eat more slices but this time I had looked first THEN SEEN THESE! I have phoned, requested to send in pics which I have which will be passed onto the manufacturer. I was told they'd refund me and that if I'm unwell then to call them back! No compensation! I am a single mother of 4 children - 2 being under 2 AND a carer to my almost 7 year old child who is severely disabled - life dependant on myself so I hope NOTHING comes from this!

Had the same experience from Iceland that other people have, placed an order on 23rd December as had bad flu and could not get out.
Delivery was to be at latest 7pm, had a text to say could not meet the allocated time at 7.30, so rang this number (obviously the delivery driver) which was completely ignored. Rang customer services who were completely useless and could not get hold of anyone to advise when would be expected delivery. Had to sit up until 11pm for the delivery to arrive. This has happened numerous times now, with food out of date or substitutes not requested. Trying to get a refund now for substituted items as they have no process whatsoever. You have to sort out yourself the driver just takes the items back and nothing happens, will go back to Tesco and Ocado which are totally different

Extremely disappointing experience with Iceland and their customer service.
I placed an Iceland order through Uber Eats and received products that should never have been sent to a customer.

Firstly, I was charged £13 for a chicken tray that had a £10 price label attached to it. There was no explanation as to why I was charged £3 more than the labelled retail price.
Secondly, the grapes I received were rotten and completely unfit for consumption. It is unacceptable that food in that condition was picked, packed and handed to an Uber driver for delivery.

I contacted Iceland directly with evidence, expecting them to investigate the poor quality of the food and the pricing discrepancy. Instead, after taking their time to respond, they simply refused to take any responsibility, saying that because the order was placed through Uber Eats, they could not help and that I should contact Uber instead.

While I understand Uber processes the payment, Iceland is still responsible for the quality of the products they prepare and hand over. Rotten produce and incorrectly labelled products are Iceland's responsibility, not the driver's or the customer's.

Rather than acknowledging the issues or showing any concern for customer safety and satisfaction, Iceland chose to pass the problem on to Uber without accepting accountability for their own mistakes.
This experience has left me questioning Iceland's quality control, pricing practices, and customer service. I expected much better from a well-known supermarket. I will think twice before ordering from Iceland again and would advise others to carefully check both the condition of their groceries and the prices they are charged

Have used for years however last 2 deliveries one was late. Today’s marked as delivered is nowhere to be found, local store won’t pick up the phone. Main phone number no response. WILL NEVER USE AGAIN!!!

Bagless delivery's are a joke... the food is getting more expensive yet the quality seems to be staying the exact same. The meat products are questionable. More gristle and fat than actual meat, my dogs food seems to have more meat content so I can't even say its more suited for animals

Updated to 1 star due to my child's pack lunch stuff being unavailable and them saying it's been refunding.. which will take 5 working days to reach me which leaves my son without food for school. When purchasing it says same day refunds which is not true when it takes basically a week to get the money back which leaves you unable to replace the missing items

Mums might go to Iceland, but let’s be honest — it’s not for the cuisine. The food is a tragic comedy of fat, gristle and mystery bits, worth even less than the bargain‑basement prices they slap on it. It’s anti‑food: it pretends to be a meal, but darling, it’s about as fit for human consumption as a handbag from a dodgy market stall. We need to get back to basics — real ingredients, real cooking, real care. Yes, it takes planning, but our families deserve better than ultra‑processed sludge masquerading as dinner. If we want a future where our kids know what actual food tastes like, Iceland’s freezer aisle is the last place we should be looking.

New bagless delivery is not fit for purpose, especially for those with mobility issues/elderly. A text is meant to be sent 30 minutes prior to delivery but on two occasions that simply hasn’t happened. When queried with the driver told with a shrug that sometimes they do send them and sometimes they don’t. Not good enough - poor level of customer service.

I have shopped with Iceland for years and always will. The only thing I disagree with is the drivers having to unpack the food. It holds them up and makes the job harder. Other wise I have no complaints. An excellent service

Avoid like a plague.

Sent me out of date chicken one week, the next they can't even fulfil any of my order and cancel it just hours before it's due. Then tell me a refund will take 10 days. They took the payment just 2 hours before. Ot came out instantly, it can go back in.

Third delivery from Iceland and they only delivered the frozen items and none of the groceries I ordered.
Driver was not interested in resolving just told me to call the depot and no contact number on delivery confirmation was given so couldn't call.
Guess they failed the me testing them for reliability.

1st i would like to point out the incompetence of someone within iceland (NEWRY BRANCH) I've ordered ice cream this past 2 occasions and other frozen items , the BLOCKS of ice cream were like milk in a carton , its getting ridiculous that in this day and age a company claiming frozen foods directly to you. When it should be frozen foods delivered to you, but we'll thaw them for you . My most recent order consisted of over £80 worth of groceries mainly frozen items , the 2 blocks of ice cream I AND THE DELIVERY DRIVER COULD BOTH SEE THESE 2 ITEMS HAD MELTED so badly that they looked like milk in the delivery tray brought to my door , surely in this time and age of 2026 the freezer compartments in their vans should be DOUBLE DOORED where the freezer door closes automatically once the delivery person has removed a person's order , rather than the freezers door left wide open while they drop the items off to the customers home , who really knows how my other frozen items were
since I rushed to put them into my freezer as fast as possible JUST INCASE ,
Eventually someone will come down with food poisoning because the frozen items have thawed yet unsuspecting customers will re-freeze their orders unaware of the danger .
Obviously the driver only has 2 hands and closing the freezers doors while their hands are full is a no no , which would make it more than ideal for the vans to be equipped with some kind of automatically closing doors once the delivery person has removed customers orders .
2yrs ago I bought 8lb of sugar which I've never bought since because some idiot put the bags of sugar among the frozen items , moisture doesn't work with sugar it turns the bags of sugar into solid blocks of wasted sugar , because they then become harder than bricks

Iceland start catching yourselves on , because its only going to be a matter of time before you'll need to PAY CUSTOMERS to shop from you .
It's costing the customers with the on going issues , not you or your staff , but down the line customers WILL SWITCH OVER TO MORE RELIABLE DELIVERY SERVICES FROM. SAINSBURY.. ASDA. TESCO , which will be revenue lost to your incompetence to rectify the issue with customers orders being delivered ALREADY DEFROSTED.

PERSONALLY speaking for myself im seriously considering switching from buying from iceland and moving over to TESCO. OR ASDA this way my orders will be delivered as they should be and not as they are being delivered by you.
THAWED....
6 YEAR CUSTOMER FROM ICELAND and unhappy .

ADDED NOTE
THE DELIVERY GUY WHO DELIVERED MY ITEMS THE DAY OF MY POST ON TRUST PILOT , he delivered 2 new solid blocks of ice-cream because he knew he would be in my area , so a big thanks to him for going outta his way.

Completely unacceptable account management process.

There is no clear option to close an online account and no detailed information on the website explaining what customers are actually required to do. The process is effectively hidden, and only after contacting the Data Protection team do you receive an automated reply explaining which personal details must be provided.

This wastes customers' time and turns a simple account closure into an unnecessarily complicated process. Very poor transparency and customer experience.

Absolutely terrible they tell you lies

Disgusting service. Places my order 6th July to be delivered 8th July. They took over £100 of my money and never delivered my shopping. No message to say it wouldn’t be coming. The following morning 9th July 30 minutes on hold waiting for customer services to answer, then advised they would contact the store and call me back once again no contact. I then receive an email to say my order was on its way! I checked the online account to find that my order had been marked as delivered! Another 40 minutes on hold to customer services for them to tell me that my order was not coming and they would refund the payment in around 5 days!!!
So it means that i now have to wait over a week from when the order was placed to get any money back.
Customer service is shocking they couldn’t care less.
I definitely won’t be shopping at Iceland again