Iceland Reviews 

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if I could, the new bag less delivery’s are farcical, the quality of the fresh food delivered was awful, items were out of date the following day .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 The store that delivers in my area has on several occasions delivered out of date items to me one was item by a month !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On Saturday the 11/7/26 on checking my order I noticed the tag on a loaf of bread said use by 9/7/26 so 2 days out of date..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.

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