Iceland Reviews 

My Iceland said delivered but hadn't been. I rang the store for twenty minutes and they pick it up and put it down. So I rang the main office and was told it's running late by two hours. I have had to ask my neighbour to pick my grandsons up from school because it could come at any time. I'm sorry Iceland but you are, a joke. I wanted a refund but they said no. Plus no apology

Ordered a home delivery and when it came the dates on everything expired with 24 hours which meant most of it became unusable and ended up in the bin have contacted Iceland customer service 6 days ago but have not responded ..... this is obviously the way iceland cut down on food wastage inshore Absolutely shocking that they are not interested in the slightest.

Iceland online order is the most useless thing that ever happened to me.....I placed orders on Saturday 4th of July which was to be delivered on Sunday 5th of July, but I still haven't gotten my orders which actually wrote delivered already. After several calls and email with no response, I was at about four stores today and none could solve the problem. Please I need my money back if I couldn't get my orders. Very horrible store I ever known in the UK.

Bagless service.

Would rate as Zero stars but not able to
Very poor customer service, which appears to be intentional.

Did not want substitution on 3 consecutive orders for a home delivery. Returned with driver on all occasions- having to chase up for a refund. Driver advises refund has to be scanned in by store ( all other grocery companies- it is driver who scan in product) - who don't do so and just return it to shelf.

Iceland if i came into you store and took 5 pounds worth of good without paying for it - you would consider it theft - why is this any different .

Had bad experience with Iceland who didnt deliver within the two hour slot and didnt contact me to explain at all.Awful experience trying to get through to anyone at customer service, just an endless recorded message saying they are busy and try the website.Sent a message but go no reply,
Finally got through after huge wait and they just blithely said the delivery was on its way- 4.15 hours late and after waiting trying to contact them all day
The idea of onine shopping is supposed to be convenience, not being messaed around all day!

My order was ment to be here on 5th of July between 10 and 12 never got it i went in to Iceland 2day at swanley got told not sure what happen and it would be delivered today between 5 and 7 and still not received it

Dont deserve even 1 star, i done an online shop on sat 4th july with delivery slot for sun 5th july between 12.30/2.30
That was not delivered tried calling store in barrhead glasgow to no avail i then called customer service who tried to call store to no avail so decided to email shop manager to find out about my order then advised me to wait 24/48hrs for response if no response from this they would then start the process of a refund that can take 5/7working days to go back in my bank
The problem i have is 1 i have no shopping and no more money to even try to replace this all explained to customer services and they think it is acceptable to leave a disabled diabetic with no food. Will never spend another penny at iceland absolute joke

Absolutely hate this shop, they make you feel very uncomfortable following you around the shop assuming your a shoplifter.

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!