Iceland Avis 

My complaint is about a pre-book delivery slot.
So I payed £5 for a book slot last week for today (10th), time: 8:00-10:00. Then yesterday I checked the items were still there & I found out that my book slot was expired. So today at 4:00 I checked what slots are available for tomorrow & I notice that my save expired slot was available for £3. So I purchased it again. Advice to customers: Don't purchase the pre-book delivery slot.

In my latest online order (1st Sept 26) I ordered some diet coke that was on offer at "buy 2, get a third free" £12 per pack, 2 packs=£24 and a third one free. I also did the same for coke zero, £12 per pack, 2 packs=£24 and a third one free. Only 2 packs of each were delivered that I paid £12 for £24 for the diet coke and £24 for the coke zero. The free packs were missing, the driver checked his van and there was nothing left of my order in his van. I have sent and received countless e-mails to and from Iceland to no avail. The best they can do is send an e-mail telling about my refund and showing that the two missing packs of coke are indeed £12+£12 but then their total for my refund is £18. At the time of writing this review the 24 packs are now on offer at 3 packs for £27 but that was NOT the offer when I placed my order, it was 3 packs for the price of 2. Iceland are robbers and their customer service is appalling. Avoid, Avoid, Avoid.

Ordering and the delivery chap Gordon were really good , but I’m absolutely disgusted that Iceland don’t do bags, that poor delivery chap, I really felt for him , shopping was delivered in 4 crates heavy and really heavy, don’t u care about your staff, after today’s delivery I’m positive you don’t care, I’m disabled and the lovely chap carried the crates in for me, who ever suggested this really is clueless, chap caught his hand between crates and doorframe, before management come up with stupid ideas, they should do the actual job themselves first,
Iceland I wont be using your delivery service again, , your delivery drivers shouldn’t have to work like donkeys, , management shame on you I would have been more than happy to pay for carrier bags,
SHAME ON YOU 😡 the other option would be to tip crates out on my doorstep it’s senseless
Iceland you have really good delivery people, treat them better, you should care about their backs and the injury’s that the crates can cause

Just had an online delivery, after a bad experience a year ago. Still giving a really bag service I'm afraid. Missing items and cannot get through to customer service. So in a food crisis ordering from iceland has turned out even more expensive!!! Never again I'm afraid,shame on you iceland.

We've been with Iceland now for over 12 years and had no delivery issues that I can remember. Their online service is a bit twitchy some time but's running OK at the moment.

Update on my previous review regarding Iceland not delivering my food shop.
As previously stated I had to get a manager to cancel the shop after being told twice it had been cancelled and I managed to reorder the next day they delivered an hour and a half later than the allocated spot so again I had to speak to customer service. Out of the 42 items I had ordered 4 - 5 were not available and 7 food items I was charged for were missing from my shop! I find this shocking and unacceptable, again I had to contact them for a refund on the missing items.
I later recieved an email offering me £10 compensation for the 3 days worth of distress this company caused me, I find this a highly insulting resolution to the worse online food shopping experience of my life, needless to say I did not dignify that email with a response. They were meant to call me back on Tuesday 8th to discuss and no call was forthcoming.

Drivers have attitude problem at Crossgate in Leeds complain that they have 2 mins to every drop off and haven't got the time to wait for u to unload from basket into the freezer I have my own health issues that prevnt me bending down for too long as well as heart issues

Really good service from Craig today at the Acton Oaklands store. Listened to my issue and resolved everything to great satisfaction.

Great service received on par with John Lewis and M & S!

Thanks Craig, you’re a credit to Iceland.

Mr d farrant walsll as im bed bound i rely on my home delivery and all my cooked fish sea food and a famly pack of frozen chicken thighs not on order and now have to wate 3 to 4.days for.refound your driver did not turn up on privous dilevery i would have gave u no stars but had 2 give a 1 to place revew i well pissed off with you

The frozen food arrived partially defrosted. I sent several emails and eventually got through to someone who offered a partial refund. No apology and no understanding of how dangerous this can be. I was told that is the best they can do. Don't order frozen food from Iceland for home delivery. This happened twice. I gave them the benefit of the doubt first time. Not again.

I've been using Iceland for 12 years now I never known ungrateful people at the reception when you need a help they don't know what to doing I was going to put in an order today again and before I even started putting me order in me basket and being charged nine pound 20p already and yet I have not ordered anything I'll put anything in my basket I spoke to him and the very reluctant to help I'll do a eat I've been with him for so long I just wanted to keep to want supermarket but I think we time might be up with Iceland thanks everyone for reading this I'm just letting you know you charge you before you even buy anything in your basket so be careful the other thing I do not like is they never answer your reviews that you that you make with trustedpilot

I’ve been pretty lucky compared to many reviews on here
My delivery guys are pretty reliable and helpful, and the trackings been ok
But behind the scenes it’s a bit of a shambles
Stuff missing, often replaced with guesswork and close dated perishables, it’s hit and miss.
However, the other day my shopping came to £45.21
Less £1-70 bagging
I’m charged £4 for small basket fee, despite my shopping being £43.51
Tried to speak to somebody from god knows where about it but got nowhere fast
Why do these companies do this sort of things
It clearly says spend £40 or more for free delivery and no fees
Small basket fee applies for orders of less than £40
I shop every week spending £40/£70 and silly me for thinking I’d be a valued customer
It’s not the £4, it’s the feeling of being robbed by another poor quality faceless bunch that stinks
The only upside is that these guys will lose eventually just like Woolworths BHS Debenhams and all the other poor quality struggling retail dinosaurs that can’t help themselves when it comes to poor quality service
It’s a shame for the drivers, they will have to move on despite their best efforts.
Back to Morrisons on Amazon for me, they’re not brilliant either but at least you generally get what you ordered, it’s fresh, and they don’t wear masks
Very disappointing to have to write this but people need to know when companies like this are waiting in the long grass to rip you off
I wonder how many times they do this cheap trick every week?
Disgraceful Iceland, you should be doing so much better

Just awful customer service! Incapable of reading and understanding an email.
I'd originally entered my email address incorrectly & couldn't change it because security emails weren't received (obviously as the email address didn't exist!) it took several weeks trying to explain this and getting nowhere before I gave up
I decided to use a different email address instead, I didn't get order receipts which I didn't need anyway but after I tried to place an order and it told me to reply to the security email which never arrived, I tried to get my email address changed again. Again with no success.
The latest is they've "changed marketing preferences" but "haven't seen successful log-in attempts". They didn't say for which email address they've changed preferences for so they aren't going to see successful log-in attempts, but trying to get them to see this is the most painful experience of my life. I've spelled the issue out in the plainest, simplest terms I can, but I've offically given up, they'd have to pay ME to use an Iceland store again. The simplest request has taken hours off my life that I'm never getting back.
I'd recommend you avoid Iceland grocery delivery like the plague, it's such hard work and life is too short to try and make them understand anything

2 hour delivery time slot. This was changed at the last minute. It was 35 minutes over the time slot. Had to chase them up. Won't be shopping here again. No way of tracking deliveries and they don't keep customers inforfmed of when they will mess with your delivery time slot. Shocking service.

Mary was very Friendly served us with ease and kindness

Avoid please I don't want any human to go through what I have with this company used them for ten years large amount of shopping a week first I'm sorry it's the no bags issue what a faff on people want to get home delivery and all shopping packed in bags before hand as we were the ones paying for them not free now no bags this was the first issue and stayed with them as ten years loyalty I had delivery book in for 2.30 on a day I did this two days before hand book in the day due my disabled child became very unwell ambulance was called and took in hospital in the hospital called customer service to say no one in for the food delivery they said they ring store and see if can rearrange as had delivery book for 2.30 I called from hospital at 10am they said spoke to store no problem all booked in next day lucky my child was let home with medicine so next day waiting with bags they did come at all called again customer service took 20 mins get through told them issues they put me on hold came on said carnt g t tho to store the said they emailed them and said to me sorry all booked in for next day gave me lies that all stores having delivery issues and said you call them I had enough going on at home but said ok tried 35 times no one answered so next day go nags ready this state I had no food running out of everything I need my food delivery carnt leave home as my child sick no one to look after her while I go get food so waiting next day I just had a funny feeling not coming so got through to store who has my order they said no we spoke to no one and no time slot or food order planned to be delivered I was crying as child sick carnt get out and tired up all night and now to be like they lied to me and the manager was absolutely amazing at local shop and said don't worry I get it to you today and it did come but it was raining and all food the cardboard as all like that on good items damaged and as no bags soaked wet it's a nightmare had to sit and wipe hundred items of food stuff and not only that bag every item at front door I was soaked from heavy rain I know not there fault weather but when this bad why don't they bag them to protect them it's common sense so eventually got I still was fuming mad so called customer service said want make complaint so this man mihel don't know rest refused to give me full name said it's policy but yes it's ok to ask and I give full name full address telephone email every detail and that's ok I said to the police if ask give you full name badge number but Iceland the staff only give first name anyway he had me crying I was so upset he basically called me a liar said the day first book it showed van tracking did go to my house and showing failed delivery I said no I called and it was rearranged he saie no and said what do you want from us when I was talking he was so rude I'm sure policy procedures were broken the way he went on it was disgusting I never want to leave companys bad reviews not my style but sorry this I told him my disabled child was so unwell and still is he never said sorry to hear that or hope she is ok nothing just bullying behaviour I'n 45 years never heard any staff talk like this I hope recorded bet this one is lost as that bad when get free time I'm taking this further I don't want money I wanted my food what I already paid for delivered and I follow policy phone contact well good bye Iceland worst company I've ever delt with were you allowed company staff to lie to customers when they wish and for terrible bullying behaviour it was a man to a woman that worse to me and I'm a woman who had a very sick child to deal with at home and had a worrying medical emergency a day before was getting over that please anyone don't bother or go through what I did it's the policy on there allowed to lie and talk terrible to customers as they please this is the only company in the world are allowed to to do this it was constant lies over days hope you happy mihel you should be sacked immediately

Ordered a £12 TGI meal deal, 2 mains and 2 small sides. Just before delivery time I received email saying 2 mains were out of stock. They sent the 2 small sides and refunded me £5 for the out of stock items and charged me £7 for 2 small sides! I refused delivery and the driver returned them. No refund was processed. I tried emailing them and contacting them on social media but NO reply. In the end I telephoned customer service and got a very cold, rude and uncaring agent who couldn’t explain to me how they calculated the refund to only £5 when the main part of meal was undelivered. I also had to fight for the refund of the 2 sides that I refused delivery of. Never have a problem with other supermarkets when I have refused delivery of wrong or unwanted items they automatically trigger the refund before leaving your home. Worst customer service ever !!!

Been using for years and today ni delivery after spending £80 a week.Shop in crown street glasgow ignores calls and also no shopping

Normal ‘scam’ by Iceland. Cancelled £2.88. Refunded £2.71. It seems never ending. Last time it was 1.75l of coke substituted with 1.5l. It’s not the money it’s the lack of trust that they generate in online shopping
Order 2105904129

Dreadful airline. A small coffee or small water, permanently subjected to adversing and no chance of seat change without rip-off priced even at the airport, yet not low-cost airline fares. Avoid!