Iceland Reviews 

Worst customer service over the phone.

You get asked for your order number then address, full name & email.
Yet I get over the phone they are just doing there job but as a paying customer once I give my order number and with most companies thats how they track your order.

Whats the purpose for asking all these questions after giving your order number its common sense.
Its absolutely ridiculous because if im out in public I do not want others people ear dropping in my conversation listening to my personal information.

Perhaps iceland need to take that into consideration.

Also when a customer buys something STOP giving alternatives and just give them a refund as I ordered particular item I do not want a simular or another item I want what I bought.
This is how you loose customers monthly shop I spend around £240 here and I will happily give my custom else where as I have given so many chances I get rude drivers, rude sarcasm customer service from Africa then to top it i don't get what i ordered and I have to go out of my way spend money to get to the store to get a refund so im out of pocket.
I pay for a service packing and picking yet they've gone bagless also.

I really am unsatisfied with icelands service its beyond a ducking joke!

I don't eat meat myself but order it from Iceland for my 2 rescue dogs. Today I ordered some meat and a box containig 60 sachets of cat food. Because I have mobility problems I asked the driver to reach in and place the cat food against the wall next to the front door. He refused saying he wasn't allowed to come inside the house . I never asked him to come inside. Since they have stopped providing carrier bags they usually send the meat in flimsy plastic bags. The didn't even do that this time. After he'd gone I rang their Customer Services to complain. I would have given them a one star but the lady I spoke to was lovely.

Home delivery yesterday afternoon went to make a cup of tea with my nice fresh Iceland 2 litre milk and on pouring the boiling water in the milk curdled. Have had milk delivered by them on a few occasions now and without fail it has every time gone off before bottle was empty. The use by date on yesterday’s milk is 7/8/26 so a full day before expiry it’s gone bad. When I rang to complain oddly enough mid call phone went dead and no call back

Sam from Iceland Catford delivery, was great! Really chilled, polite, and handled everything with care. Proper five‑star service.

Every time I have an Iceland delivery I say never again.
Today (5/8) I had a home delivery, 3 items were not available and 1 item was substituted.
When the driver arrived at my door he put the container in front of me and expected me to take the items out.
When I queried this with him he was more interested in telling me he was busy than helping me, in the end I got the items out myself. I don’t know why Iceland do not follow Ocado and charge for bags and then give 5p back for each returned to the driver next time, it makes so much sense. I am so fed up with Iceland I won’t be ordering with them again. I will stick with Ocado/ Waitrose who may be dearer but are more professional in the way they deal with their customers and items ordered are always available.

The egg prices just keeps going up and the Greek yogurt is too liquidy.

Iceland on London road Derby gave me no 10% discount and treated me with no manners whatsoever. Yesterday as per usual I visited their London road Derby store to carry out my usual weekly shop. whilst checking out at 10.38 AM I politely asked the young girl on the till if she had applied my over 60 s 10% discount she assured me that she had. Today I returned to the store and requested to talk to the manager. I could not believe the attitude of this young woman who treated me as if I was a shop lifter and told me there was nothing Iceland could do about their emmployee,s failure in applying my credit this caused me great embarrassment. Who on earth do Iceland imagine I should take my legitimate complaint to apart from them. I was shown no customer service given no discount and worse of all shown complete disrespect, this was my first issue of any kind but I honestly cannot believe how I was treated P A Enright 5/8/2026

Horrendous experience. Online delivery booked and hours before time received a message that due to ‘operational problems’ they would not be delivering, checked online and they were still offering same day delivery at a charge. They moved slot to five days later with the option to re-book another slot. Problem was my basket then increased by quite a lot due to expiring offers. Left at the slot they gave and it never arrived, later found out from so called Customer Care that this was a ‘dummy slot’!! So 3 lengthy phone calls to local depot and Customer Care, total of 14 emails to Customer Care and also CEO over a period of 9 days, no explanation.

Problem with some milk that had curdled but still in date customer service extremely unhelpful

Would give zero stars if I could.! Never normally have a problem with Iceland but it was a last minute delivery for net day and they only had 7-9pm no problem until it decided to turn up gone 9 which is pretty crap when you have 3 kids and 1 being a newborn, little acknowledgment would have helped. When it finally came the ice cream was that melted it had leaked all over my kitchen floor and we gave it back and not been acknowledged about this. When putting the rest of the shopping away I found all but 2 frozen items were completely defrosted and now there refusing to refund me all because I threw it all in the bin as I refused to use any of it and make everyone poorly in the house. Absolutely disgrace and will never be using them again.

for about 4 weeks i have tried to buy the £1.75 ham and pineapple pizza to which every time i go to icelands food warehouse is never in stock.
they can use the lame excuses like ukraine war or the straits of humous or what ever its called.
even staff state they dont even know what they are going to get in.
Iceland is going down hill

I received an item that was out of date. I got a refund for the item after ringing customer service and sending them a photo. The delivery driver was miserable, the customer service agent was miserable. Looks like it will be the last time I’ll be ordering from them

How a shop that is meant to specialise in frozen products, still deliver every single time, the products defrosted and the chilled things warm. Other supermarkets manage yet you can't. Think you need to get some advice of them as its beyond ridiculous now.

I sent an email regarding one of their delivery drivers smashing into my car and driving off. Heard nothing. Rang the customer support number 08003280800 and my call kept getting cut off. Im very disgusted
This incident happened on Friday 31st July at 6pm at my address. Van registration is PF21 DZX. I want this resolved. I will be checking my camera

I can't believe a company can provide service like this in 2026.

I placed an online grocery order and paid extra for a scheduled delivery slot. I waited for hours, but nothing arrived. Eventually, I discovered that my delivery had been rescheduled to a different date without my knowledge or consent—a date that was completely unsuitable for me.

The worst part? There was absolutely no notification—no email, no text message, no phone call. Why ask for customers' contact details if you don't use them to inform us when you change a delivery?

I then contacted customer service, and that was an even worse experience. The representative (I believe her name was Shibasha) was rude, dismissive, and completely unhelpful. Her only solution was to cancel my order and tell me I'd have to wait 7–10 working days for a refund. So not only was I left without my shopping, but I was also expected to be without my money for up to two weeks.

Well, here I am 13 working days later, and I still haven't received my refund. I submitted a formal complaint, which has been completely ignored.

At this point, I'm seriously considering asking my bank to raise a chargeback because it's the only way I may finally get my money back.

Absolutely and utterly disgraceful service from start to finish. This was, without question, the worst online shopping experience I've ever had. The only reason this review is 1 star is because Trustpilot doesn't allow 0 stars.

Dishonest sneaky and deceitful. They conveniently (for them) fail to make it clear that the various juices they sell are almost all WATER. Also when a refund is due they stick it on to your bonus card - so no refund at all, forcing you to make more purchases: SNEAKY

everything went great for me , refunded for item out of stock . lots of deals 10for10 was great .

Iceland are not as good as they say they are,shoped at Chester store and my bill always comes to over £100.As soon as you call the store and say your delivery of shopping has 4 or more items missing, then the lady on the other end of the phone calls you a liar and says "the driver delivered all your shopping as the van is empty"but dose not apoligize for the missed items and will not look into it or see that i get my items that are missing,she would rather believe the driver than value good customers,if i dont get my missing items i will do my shopping else were and get a taxi home if the supermarket dose not do home delivery,iceland in Chester may loose a good customer as they have alot of 1 star reviews and i can see why know.
Are iceland employing staff that dont care about customers feelings,as i feel the last person i talked to was very helpful in finding my missing items for me and having them delivered.
But the woman on the phone this time i feel its a new manager,she needs replacing as she is very rude and has no consideration for customers and has no feeling about there problem,thats why iceland are not what they make out to be and the staff always look sad and unhelpful,iceland seem to employ anyone young people that dont give a toss how customers feel,the staff are mainly young kids or older people that just want to get out the house,but dont have any customer focus experience,ive work in customer facing rolls for over 20 years and as a supervisor/key holder for over 10 years,and have never had the attitude kids have today and they have no respect for customers.Iceland you are loosing good customers as your reviews are getting worse and i bet your young delivery drivers are taking some customer orders for themselves as the older drivers i knew where very helpful and more experienced in customer facing role as a delivery driver.

No wonder iceland are getting low star reviews as they dont read them or try and fix where their going wrong or contact the customet about thier experance shopping at their store.
Dissapointed in the way iceland customer care handle a problem with a customers order,as they have delivered shopping with items missing and will not sort it out their end in the five days they could of come to a conclusion in the end its the customers problem and they cant do anything about it,no wonder they get low stars and need to sort themselves out.
C.E.O. iceland sort your customer services office out and stop blaming the customer when you leave items off there shopping

Iceland’s customer services are a complete waste of time. I contacted them a week ago with a simple query, explaining that I had tried dealing directly with my local store but their phone number is not working.

After explaining my query to several different customer service agents (none of whom seemed to have any idea what I’d told the others) I was finally told to sort it out for myself by phoning the local branch… and yes, the number they gave me to ring was the one I had already told them was unavailable!!

If I could give 0 stars I would waited for delivery to come didn't turn up but when checking status they changed it at 21.00 saying delivered nothing was delivered. I find it difficult to get my daughter to go out but haven to get my 9 year old daughter dressed and haven to go out at night to get something that we needed was not happy at all and caused her meltdown.
If they was not coming why change it to delivered all details was correct I have never had problem before but I will definitely not be using them again.