Iceland Reviews 

Do not like the no bag delivery now
Iceland was the only place still doing bags which is one of the main reasons I did an online shop with them.
I'm in a wheelchair and now it takes ages for me to transfer the items especially if I order a main shop.
Maybe could give customers the option of bags or not to make it easier on disabled people

Iceland, you have left a disabled customer for over a week with no money and no food. You should Be proud of yourself!!!!! I havent eaten for a week and dont know when i will eat!!!!! I spent my whole budget on a delivery. You came a week ago and all was unfrozen and warm. No choice but to back it. A week later im still fighting for my money back and still no food.

Out of date stuff only give you one item if you ordered two dinted tins getting all items what go in the back and if you get cakes they have stickers on saying this has got to be used in a day the shop is a joke

Chris was absolutely amazing helped broke down with my shopping but contacted the store and got my shopping sorted for me to go in and pick it up he kept checking on me aswell this man was absolutely amazing and went out of his way to help me out even though he was sat broken down on a road side he went above and beyond all I can say is well done Chris x

A massive shout out to the Iceland delivery team in Stevenage Hertfordshire.
Very dedicated, polite, friendly and approachable staff.
It doesn’t matter how big or heavy a shopping is, they’ll bring it up to second floor with smiles on their faces.
Never expecting anything in return.
Thank you so much for delivering to No. 8
You’re awesome guys!

Is there a zero? I would have been contacting the police if I didn’t know that this company was a high street name, simply because I would have thought I was just conned.
Ordered my shopping a week ago because they said it would be delivered that day. Still haven’t seen it. 3 emails sent, one replied to on Tuesday (3 days after the proposed delivery day) saying they would get it sent out that day….4 days later still nothing. No contact, nothing!

*update finally got a refund and an apology after sending another email, this was 9 days after my supposed delivery date. Happy to receive the refund, however I won't be using them again.

I have been a loyal Iceland customer for years and place at least two online grocery orders every month. Unfortunately, my recent experience has been the worst customer service I have ever received.
I placed an order worth over £103 for delivery on Saturday 27th June between 7pm and 9pm. The delivery never arrived, and because it was out of hours there was nobody I could contact.
On Sunday morning, after waiting over an hour to get through to customer services, I was told the delivery had been rearranged for Sunday 28th June between 5pm and 7pm. Once again, no delivery arrived and there was nobody available to help.
On Monday morning, I spoke directly to the store. The manager assured me that either she or another manager would personally pick my order and have it delivered between 2:30pm and 4:30pm. Yet again, the delivery was late, finally arriving at 4:55pm. My relief quickly disappeared when the driver only had around half of my order. I refused the delivery because my online account already showed the entire order as "delivered," leaving me concerned I would never receive the missing items or a refund.
I then paid for a taxi to the store. A member of staff who said he wasn't a manager initially told me he couldn't help because the system showed my full order had been dispatched. After explaining the situation, he eventually allowed me to collect my order, however most of my order wasn't in stock so I had to leave empty handed. I was simply told to contact customer services for a refund.
That same evening I called customer services again. The adviser told me my case would be referred to an internal team and that someone would contact me by midday the following day. No one ever did.
The next day, after another 45-minute wait on the phone, I spoke to a different adviser who said there was no record of the previous referral. After putting me on hold, she said she could process the refund herself, apologised for what had happened, and assured me she would personally follow up on 3rd July with an update.
It is now a week later. I still have no refund, no follow-up call, and I cannot get through to anyone. I have spoken to three different customer service agents, visited the store in person, made a formal complaint, and still have no resolution.
This whole experience has been unacceptable. I understand that mistakes can happen, but repeatedly being given false promises, having to chase customer services for hours, paying for a taxi to the store, and still being left without my groceries or my money is simply not good enough.
I have always trusted Iceland, but this experience has completely changed my opinion. Unless this is resolved quickly, I will seriously reconsider shopping with Iceland in the future.

A email i sent to iceland to be totally ignored for over a month, I and you can see why there feedback is a joke! Disgrace

Dear Customer Services,
''I am writing to make a formal complaint regarding a serious food safety issue that has still not been resolved.

This is now my third attempt to contact you, as my previous two emails have been completely ignored for approximately 13 days. I find the lack of response to a complaint involving hygiene and potential food safety extremely concerning.

During my recent delivery, one of the trays had to be returned because it was covered in a film of slime and contained a lump of unidentified residue. The condition of the tray was completely unacceptable and raised serious hygiene concerns.

The delivery driver agreed that the tray should be taken back and told me he would show it to the appropriate person and arrange either a refund or a replacement. Despite this, I have received neither, nor have I received any communication from Iceland.

The contamination was so severe that it appeared the tray had not been cleaned properly. This represents a potentially serious food safety issue, and I am concerned that, if standards like this are not addressed, someone could become seriously ill.

I have also attempted to contact your customer service team by telephone using both the national and local numbers, but my calls have gone unanswered. It is extremely frustrating that every reasonable attempt to resolve this matter has been ignored.

If I do not receive a prompt response and confirmation that my refund or replacement is being processed, I will have no option but to escalate this matter. This will include reporting my concerns to the appropriate local environmental health authority and sharing my experience through consumer review platforms.

I expect a response without further delay, together with confirmation of how this matter will be resolved''

Yours faithfully,

The Store at Thamesmead SE28 no longer have Trolleys so its Baskets only. This meant that as I could only carry one I ended up not getting quite a few things. This may be a small size Store by comparison of others but it still carries a wide selection and the need for Trolleys is a must. The lack of Trolleys will put people off going there, and not everyone does Online Shopping. My own experience of that is that Iceland are very good at getting it wrong thats my reason for going in- store to do a large Shop. Disappointed.

They make a few mistakes when ordering and placing a payment, what's very annoying is that the website keeps signing out after a few seconds. Which is a hassle. 😞

I ordered and waited in for a delivery today and without contacting me the branch I ordered from rearranged the order for Monday - I'm not in and so cancelled order. I am disgusted with their lack of courtesy and extremely poor customer service!

Unbelievable bad service from Iceland shop - on the website it says buy 2 get 3rd free - when you do 2 it says you " got it " meaning you've got the 3rd free - but they don't give you it - they trick you - you don't get the free one. Rubbish shop - won't fall for that one again in a hurry.

Ordered a delivery for an 8–10am slot. At 10am the tracking showed it as delivered — it wasn't. The order eventually arrived at 4pm, 6 hours outside the agreed window, with no communication at all to explain the delay.
Attempts to contact the store went nowhere — the phone number wasn't recognised. Calling customer service resulted in long queues and being cut off three times. No store details were included in any emails.
When I finally got a response, I was told the store would contact me within 24–48 hours to arrange redelivery — despite the order having already arrived by then. A follow-up response then cited terms and conditions rather than addressing the core issues: inaccurate tracking, no communication about delays, and an unreachable store.
Still waiting for my escalation to a senior complaints manager to be confirmed. Would not recommend the delivery service until these basic issues are resolved.

I ordered a delivery to be delivered last night between 7-9 nothing came at 9.15pm i tried to call customer number which just kept going to busy i kept checking my app .
att 9.45pm the app said my order had been delivered to where Ihave no idea .plus If you are not going to deliver at least the manager should at least have the curtesey to call and let the customer know
The drivers re all extremley helpfull but the general service from this store is not
I have on numerious occasions had items missing
I have spoken to the manager on 3 seperate occasions and he is very dismissive
I often order to my daughters adress which comes from a different store with no problems
The situation has caused me sever inconvience and i will not be ordering agian from this store in Wood Green NORTH LONDON

Absolute disgrace! I still haven’t had a refund and it’s been A WHOLE MONTH. I was told it would take 3-5 business days… It’s unethical of such a company to leave their customers waiting for such an extended period of time when you are more than willing to take the money fast enough. They made no attempt to contact me over this in over 31 days… Completely ridiculous and outright insulting. Take this as a formal complaint! Order #2101657735.

Absolutely disgusting customer service!!! I paid for my shopping to be delievered and got a message to say they couldn’t deliver on the day please choice a different date . So I did and that was the same . So I cancelled my order yet not had my payment refunded for a week . Tried to ring customer service. Can’t get through , rang store which I ordered from and they hung up !!

Order never arrived but showed as delivered online so unable to request a refund without calling and when calling customer service wait time is very long and then told to cancel order and reorder from the store that cant deliver as it is automated so its guessing game if they can deliver or not. Their suggestion was to not order with Iceland as they cant allocate orders to be delivered from an alternate store. Terrible customer service would not recommend ordering from this store very unreliable.

This is now my 4th issue with Iceland home delivery from the Leamington spa branch. Today my entire delivery was defrosted and after probing it with a professional temperature device a pizza was 1.2 and not -18. This is a constant problem, with this branch. Most items are either warm or defrosted. Yet your branch manager tells me that’s not possible! Well somethings not right! Will no longer be using Iceland your a disgrace. God help the people who don’t realise and just pop it back in the freezer. Call 999 as for help as Iceland don’t care.

The delivery driver arrived with sweat dripping off his face. The ice lollies were fully defrosted, chilled drinks barely cool. There website states the vans are refrigerated. So I can only assume his vans had broke and they sent him out anyway.

Driver reversed straight into my mothers house damaging it. Phoned Iceland straight away to log it, was told a case had been raised and I would be contacted within 7days.
Over 2 weeks later and still not a word from them, and they just don't answer their phones.
Absolutely disgraceful company.