Was given out of date and fake notes which they did not want to change after i came back from my trip
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
The rate that i based my exchange on (via online) was not the rate that i received when i purchased the currency - i was offered 1.17 euros to the pound online but only received 1.14 at the counter ev... See more
Company replied
The only reason its not 5* is that you didn't have enough dollars to complete my order.
Company replied
Click and surprise that is the real name in the website they give you an amazing rate when you get there is the worst that you can get but I do believe some people just do it becouse they are there... See more
Company replied
Company details
Information provided by various external sources
International Currency Exchange (ICE) is a retail currency exchange operator, providing Travel Money, Prepaid Currency Cards and other related services. ICE began with one branch at London Victoria Station in 1973 and 40+ years on is proud to be one of the largest retail currency exchange operators in the world, with branches across Europe, America, Asia and Australia. Wherever you see the ICE name, you are assured of a quality service from friendly and informed staff.
Contact info
Euston Road, N1 9AL, London, England, United Kingdom
- 0207 713 7567
1.9
Poor
13 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
fake notes…
Was given out of date and fake notes which they did not want to change after i came back from my trip
10 June 2025
Unprompted review
The rate that i based my exchange on…
The rate that i based my exchange on (via online) was not the rate that i received when i purchased the currency - i was offered 1.17 euros to the pound online but only received 1.14 at the counter even though i had the voucher.
12 February 2020
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi there
Thank you for your review and I’m sorry to hear you weren’t happy with the rate you received. If it’s helpful, I’d like to give you some information about how our click and collect rates work.
The exchange rate listed on your voucher is based on the day’s rate for your selected store. Our stores update their click and collect rate daily before 10.30am, so unless you collect your currency on the same day that you download the voucher we can’t guarantee the rate you receive will be exactly the same.
Usually – if you pick up within 24 hours – the exchange rate will not vary dramatically from those seen online, as rates will only change in line with the financial exchange markets.
If you’d like the certainty of knowing exactly the rate you’ll receive, I’d recommend downloading the voucher just before you are about to use it in-store - it’s really quick to download it to your phone and you can use it instantly.
I hope this is helpful for the future and that we’ll see you at an ICE branch soon.
Thanks,
Darren
Super rates and easy as to use the…
Super rates and easy as to use the service.
24 December 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi Chris
Thank you for leaving us a great review of our Click and Collect service at our Kings Cross location. We appreciate you taking the time to do this.
We hope you will use us again soon!
Thanks again
Elaine
The only reason its not 5* is that you…
The only reason its not 5* is that you didn't have enough dollars to complete my order.
20 October 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi Mr Pope, Thank you for taking the time to leave this review I am sorry we couldn't do the full order for you and we will speak to the branch manager over this , Thanks again for the feedback Darren
Staff helpful kind and delightful
20 October 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi There, That's great news you were happy with the service, Thank you for leaving this review, Darren
Absolute waste of time
Absolute waste of time
We went on Eurostar - Kings Cross St Pancras
The branch offered was Kings Cross so I chose that option
Eurostar Entrance is St Pancras
The counter clerk at St Pancras said I had to go out to the Kings Cross branch
What earthly difference could that make ?
I appreciate that we live in ‘Computer says No’ generation but it is possible to empathise with disappointed customers . Your man couldn’t have been less pleasant .
I shall not be coming back to your company
14 October 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi Paul
Thank you for your review and we are sorry that you are not happy with our service. We will look into this for you and email you directly.
Thanks, Elaine
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi there
We are sorry to hear that you were not happy with our service. We will email you directly for more details so that we can look into this for you.
Thanks, Elaine
Be careful
Be careful, they won't give you the exchange that is show on the website, with or without voucher. Very disappointed
13 October 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi Ivan
We are sorry that you were not happy with the service you received. Before you print your voucher on the website it does say that the rate is an indication only and may change when you actually visit the branch. Bearing this in mind, we do hope to see you again in the future.
Thanks, Elaine
Website said that your King's Cross…
Website said that your King's Cross office would be open at 7am on Friday 4th Oct, it wasn't. Waited until 7.15am but still not open so had to give up and go to St Pancras for my train. Went to ICE office at St Pancras International as it was open and by check-in, they said they could not accept voucher and that the Kings Cross office should open at 7.30am and that the website was wrong. So gave up and used debit card on my trip to Belgium instead. Have been using ICE for several years and this is the first time I've had a problem.
7 October 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi
I am sorry that you have had this problem. I have looked into it and the times were wrong on the website. Our Marketing team have been informed and so the times should be updated on the website.
Thanks
Rachel
Shop opened late so had to go elsewhere
Shop supposed to open at 7am but staff turned up at 7.25 and said would be 15mins before they opened. That was too late for me as my Eurostar left at 8.31. Had to get currency at much worse rate.
This is a shame as my previous experience at other branches had been very good
25 September 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Hi Peter,
We are really sorry to hear about your experience at our branch in Kings Cross. Could you please email us on icedirect.callcentre@icecurrency.com with details of the time and date of your visit so that we can investigate this further? Kind regards, ICE
The opening hours on the website are…
The opening hours on the website are incorrect. I was unable to use the click and collect voucher at the store at st pancras and instead got the usual bad exchange rate.
Seems unfair that their mistake cost me money. I will not be using ICE again
25 September 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Dear Customer,
We are really sorry to hear this, could you please contact us directly at icedirect.callcentre@icecurrency.com with the date and time of your visit so that we can investigate this further? Kind regards, ICE
Misleading rates displayed
Misleading rates displayed, unless you read the small print you think you are being given the best rate and you're not.
19 September 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Dear Customer
We are sorry that you found the rates misleading. Would you kindly email us and let us know where you saw the small print. Was it on our website for example or was it displayed on the web site. Our email address is icedirect.callcentre@icecurrency.com. We look forward to hearing from you soon.
Kind regards
ICE Customer Services
Click and surprise that is the real
Click and surprise that is the real name in the website they give you an amazing rate when you get there is the worst that you can get but I do believe some people just do it becouse they are there all-ready avoid this people.
And I WENT THERE WITH MY VOUCHER AND WAS AFTER 1 hour so I would like to see what the answer will be now lol SCAM
12 September 2019
Unprompted review
Reply from International Currency Exchange (ICE) - Kings Cross Rail Station
Dear Philip
Thank you for your feedback. We are sorry that you are not happy with our service. The Click and Collect service offers a preferential rate on US Dollars and Euros only at most branches. If you require a different currency then it is always best to check with the branch first to see if they offer a better rate on the currency you require with a voucher. The rates you see on line are also indication rates only which is stated at the time of applying for a voucher on the website. You receive the preferential rate of the day that you collect. We are not quite sure what you mean by you went there with your voucher and was after 1 hour - perhaps you would email and explain fully the problem you have experienced and we will do our best to help you. Our email address is icedirect.callcentre@icecurrency.com. We look forward to hearing from you.
Kind regards
ICE Customer Service
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.