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Iceland Foods
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www.iceland.co.uk
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1.8 30 Reviews

Iceland Foods Complaints Summary

6 Resolved
23 Unresolved
Our verdict: When using services from Iceland Foods with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Iceland Foods reviews & complaints 30

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9:44 am EDT

Iceland Foods injured

at 10am on Saturday the 24th may 2014 i slipped and injured my back at the front entrance to the store in a big water puddle there was no wet floor sign and no attempt to cover or clean the water that was on the floor. after i had slipped customers helped me up to my feet and the staff made no apologies and just simply put a wet floor sign out and covered the water with card boards. sense the incident i have been contact with yourselves and had a reply stating that my complaint was being looked at i have had no reply scenes and regret to say i will be seeking legal help and will pursue to sue i will be in contact with news papers and media to help me get the justice i need. the incident was court on camera in store and i have been in touch with witnesses. i have been to hospital a number of times due to back and neck pain and have been signed of work a number of times due to the fall. i am very upset that none of the staff helped me or apologized and stated that they could not find the wet floor sign that's why it wasn't out and that i should have been looking were i was going. if it was an elderly person who had fallen the situation would of been so much worse its just lucky i am normally fit and healthy but not anymore due to my back problems so please can this situation be resolved.

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alison carmichael
Crawley, GB
Feb 19, 2010 6:27 am EST

A bag of Cheesie Triangles ( in breadcrumbs) - suddenly in the shop then taken out, no reason. Please advise why?

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4:12 am EDT
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Iceland Foods delivery/no delivery

I am a carer for lesley crouch who has a rare type of cancer in her leg. She moved from eastbourne to slough 7 months ago and decided to shop at iceland because she can pay with cash and then they deliver later that day or the next if required.
This was very convenient due the nature of her illness and the fact she has three children. On the last shopping visit to iceland
in slough (berks) we did not receive our shopping and lesley moved to surrey. i.e after 3 days we still had not received the shopping we had payed for. We had contacted iceland many times and to no avail. the forth day we moved to surrey without receiving
our shopping. at last iceland contacted us and said go to slough iceland branch and we will refund your money.
This was very annoying due to the cost of going 20 miles back to the slough store. Customer services said they would compensate lesley 30 pounds worth of free shopping vouchers. So we thought this was fair but we did not ever receive this good will gesture from iceland!
so now we are livivng in surrey and we get the bus to iceland in farnborough.
The first few shopping trips were fine and then problems arose again. 24 hours late with our shopping (van broke down)
We contacted iceland about this and the fact we did not receive our vouchers for previous mishaps.
We was told by iceland we do not give out vouchers! now we feel cheated and a little let down by iceland!
yesterday 23/10/13 lesley went to farnborough to do our weekly shopping.
She filled the trolley as she went around the store only to be told a the counter that they are not delivering today or the next day!
So lesley asked why there was not a sign on the front door stating this fact .The staffs reply to lesley was you will have to carry it!
Lesley can not walk without a walking stick which is obvious.
I feel this is very rude and that iceland has treated us unfairly. She arrived home very upset and very frustrated.
I have tried to complain to iceland which is very difficult indeed!
your help raising these problems would be greatly appreciated
many thanks
rob and lesley.

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shirley marshall
, US
Nov 15, 2019 10:21 am EST

i went in store at welling, shopping was delivered but not the frozen i phoned no answer phoned complaints which took hour to get through which is disgusting customer service.I t took another day to get the frozen .Then I took another chance the following week waited 2 days for shopping on third day i am sitting here for 3 hours trying to get through and i am now 16 in the que .I am now wanting a refund and i will NOT be going to icelands in welling in the near future

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Ian McLean
Hitchin, GB
Jan 13, 2014 9:57 am EST

I ordered my stuff via the website on 10/1/14 to be delivered at 5-7pm the following day. Exterior light on, sensitive dog and whole family in to make sure when our delivery arrived. Nothing! I phoned the 0800 number about it and a young woman with limited experience said she'd call the store. She thought 17.00-19.00 meant 5pm-9pm. She said they were closed and didn't know what to say. She said they might be stuck in traffic and so turn up late. If nobody comes to call the next morning and I would receive a 10% voucher on my next order. The following day came and we called them about it and they said they'd contact the staff at the store. The staff member said our stuff was already on the van and would come about 12 -12.30pm, nothing! Their attitude was that the stuff had been delivered and nobody was in. Utter rubbish. No delivery slip and no attempt of any kind to contact us. When we were then called and told a staff member had e-mailed the driver about delivery of our goods. Nothing! Then we were told 3.30pm would be our delivery time. Nothing. At about 5.45pm the young woman in an ordinary car turned up and dropped off most of our order. No signature or anything. We found 4 items missing and were still charged. As of today 13/1/14 we've heard nothing from them. It's all very well giving false apologies etc. but this just doesn't cut it in a business that claims to be professional and fair in its treatment of its customers.

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6:28 am EDT
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Iceland Foods maggots in ham

i bought a pack of there £2 ham i had only opened it the day before to go and make my kids some sandwiches today to find approx 10 maggots wriggling round in it! the best before date is for today 31st July . . . .so surely maggots should not be crawling around in the product? i was almost sick at the thought of nearly putting this into my children s sandwiches!

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6:41 am EDT
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Iceland Foods lack of customer care

An absolute disgrace! As a mother of three young boys, youngest being two i had gone on one of my weekly shopping tasks to iceland. In the process of making my purchases my son had decided to have a little cry for my attention. in the mist of trying to pack my goods and console my son the security guard had asked me to keep my son quiet, directed by the manager. Amongst the packing, crying baby and trying to absorb what the security had asked i was completed dismayed and disheartened to find myself in such a possition more so due to the lack of apreciation.
My son was not calming down and became more distressed having a sales person and the security guard trying to calm him down by asking him to be quiet. The security guard had then become more demanding in his tone and pointed to his manager, who was on a phone call to a customer. Indicating his reason for asking me to keep my son quiet.
I had then explained to the security guard that my son was only a child of 2 years, unpredicatble and challenging. I went on to convey how disgusted I was to be made a spectacle of amongst a store full of onlookers. I advised the manager for future reference that his approach was unprofessional and probably the best way to loose a loyal customer. I was offended that i was made to feel like i was at fault for brining my child along to a "FAMILY" orientated supermarket. If the manager wanted me out of the shop i suggest that he should of direct his colleagues to quicken the proccess by assisting with the loading of products in carrier bags and have the lady serving to do just that and not faff around with the carrier bags. Extremely disappointed!

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AbbyGooding
Widnes, GB
Nov 23, 2014 12:48 pm EST

today i went and done my shopping at iceland like i always to and got a home delivery. i payed nearly £50 for my shopping and as i got home i had a card saying i had missed it so i rang the number on the card with says 'please give us a call on the following number to re-arrange your delivery' so i did so and i explained to the lady on the phone that i needed my shopping bringing back as i have my sone and two nephews at my home and no food in and asked polity could they bring it back out or re-arrange the delivery she then replied the driver finished at 6 and that i had to go to the store and pick my shopping up so i got angry on the phone and said their was no way of getting their to get my shopping and she then replied well you only get one chance. I missed my shopping once before by 2 minutes and they brought it back out for me. i am absolutely disgusted that they new i had children and they were not bothered about it. i am so ashamed of them and they should be ashamed leaving three children with out food! this was in the widnes store!

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sheri4453
hull, GB
Nov 19, 2014 12:01 pm EST
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I shop at Iceland (well did until today) the Anlaby Road Branch in Hull were the security guard followed my 9 year old Son around the store. I politely said to the guard that he was with me (he was picking out of the freezers the things he wanted) and i thought that the guard would back off a bit but he never he stood staring at my Son who eventually was peeking round the corner to see if the guard was still looking and to which the security guard said out loud "what you looking at" well i was astonished.

I quickly went to the checkout and asked for the Manager (who was not their so i asked a cashier for the managers name) whilst doing this the guard was stood with another member of staff obviously discussing what went on. When i arrived home i contacted Iceland customer care who replied that the security guard is employed through a third party and it was nothing to do with iceland although the Manager would put a request in for this person not to be placed at this store "but could not guarantee it if it was busy".

Well put it this way Iceland i will not be shopping at Iceland for Christmas or ever again. Its hard enough trying to get my Son to go shopping and then this happens

I thought Iceland was a Family organisation ! Shame on you

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HenJ
Derry, GB
Nov 11, 2014 10:51 am EST

This must be part of the training to be a staff member in Iceland, I lived in Manchester and found most staff to be discourteous, I have moved to N Ireland recently and have found the same to be found their. I actually witnessed a staff member insult a customer after she left. The girls working the tills all had a bit to say about the customer, it was shocking, do they do the same when I leave?

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LH2014
, GB
Nov 09, 2014 2:59 pm EST

I am a regular customer at Iceland in Ryhope Sunderland and a few occasions now I have felt to be rushed through the checkout! Today I was with my elderly mother and had a trolly full of shopping £70 may I add, the cashier named PAM started putting the shopping through before I had emptied my trolly once I had finished and stared to pack my shopping PAM shoved the rest of my shopping out of the way to make way for the rest, after being served she through my receipt down and carried on serving the next customer, no customer skills at all! Disgusting is all I can say!

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Angie15
London, GB
Sep 06, 2014 11:52 am EDT
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I am also a regular customer at Iceland thamesmead. The customer care I received was appalling! The stafff's names is Stephanie. She practically threw my change at me. Not even a word of hello or nothing. I don't even care about the greetings but to throw my change at me, is an insult.

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Mussrat Noor
London, GB
Dec 14, 2013 3:09 pm EST

I am a regular customer at Iceland in Whitton High Street (26-30 High St, Twickenham TW2 7LT). When I went shopping this time, I was extremely disappointed with how the staff treat customers. I have ignored this many times however it has reached a limit where i must complain. A staff member by the name Kulli has misbehaved with me many times, shows me attitude and rolls her eyes at my every request. Many of my family members who also shop at Iceland feel the same way. I advice the store manager to take immediate action before they start losing loyal customers.
My email address is noor_arshad@hotmail.com

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11:38 am EDT
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Iceland Foods quality & content of product

I bought a pack of 4 chicken pies from iceland in castleford & the content was terrible 1 piece of chicken in all the pies the packet says & i quote"Shortcrust pastry base filled with tender pieces of chicken breast & mushrooms in a creamy sauce topped with a puff pastry lid. What a joke didnt even taste like chicken.I wont be buying them again.

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Mick1234
, US
Sep 15, 2015 6:23 am EDT
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Still waiting for my refund after several weeks due to very poor content of goods

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12:05 am EDT

Iceland Foods Choked on a plastic cable tie that was in my burger

Hi i was sitting eating my food when i felt something sharp at the back of my throat with that i started choking my house mate started hitting my back and i was try ing to pull it out it went on for 30-40 seconds then we realised it was a peice of plastic cable tie 5cm long and a 1cm wide. yhe next day i phoned the factory WESSEX FOODS as they produced it and was told to send it to them so they can do an investagation and not to inform iceland whitch i did anyway and was told to take it to the store where i purchesed it i took it in on the 11 june. its been over 2 weeks now and everytime i go to eat i think about what happened and lose my appettite i have lost loads of weight> on the 21 i phoned iceland back to see what they were doin about it and was told they have not received my complaint form then i phoned the factory to see if they had any information for me and was put through to the product safety manager who did not even now about the situation which i thourght was terrible she said that she would get some information and phone me back i waited untill the next day and i phoned them back and was told by a receptionist that someone from iceland had told them not to make any contact with me neither iceland or wessex foods are taking this matter seriously. today i received a 10 pound voucher for iceland which i think is an insult i was seconds away from death and iceland who have announced record profits of over 100 million and bought 50 woolworths store think i £10 gift voucher justifeid for what has happened they pride themselves on cheap quality foods for kids and did not even take the burgers out of the freezers.

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8:42 pm EDT
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Iceland Foods cashier

alan melville. (customers name)
[protected]@hotmail.co.uk (customers email address)
cashiers name marie
store manager matt lamb
store's telephone number [protected]

I went to iceland 27/08/11 at approx 5.45pm to buy something for my tea, the total of my purchases was £3.00, for which i paid the exact amount so needed no change. When i went to pay the cashier, marie it says her name is, was too busy chatting to another staff member from iceland whilst serving me. I paid for my food. put it in a bag and went to walk out. Marie the cashier, shouted me back, saying she gave me three pounds change when she was not meant to. After a couple of minutes of me trying to tell her she had nt, as i only had £4.80 cash on me and my food come to £3 pounds, which obviously left me with £1.80 in cash on me. The Security Guard came over demanding that i give the cashier the money back and that i was lying! he then, at the till, made me empty my pockets and patted me down looking for this so called £3 pounds, when he could only find £1.80 in cash on me he kept saying where's the money?Please bear in mind it was 5 45 on a saturday teatime and the store was busy. After i had been humiliated for about 5 minutes in front of the whole store, the cashier, Marie, said " i'm sure i gave him £3.00 change, i must have made a mistake, and if it is not, i'll have to put it in myself later", marie the cashier had a big smirk on her face. The fact that scares me is... that if i would of had more cash on me, what would of happened? also the humiliation i suffered because she was too busy chatting to her workmates, i must say, that was very unprofessional, i think this member of staff needs more training in Customer Care skills! The fact i was facing, false accusations and the showing up i had, has played on my mind all tonight, .So now, i am making a FORMAL COMPLAINT, about this member of staff, Marie, so no one else has to go through what i when through tonight. i dont think i'll ever shop at iceland again, the treatment i received was disgusting.
alan melville

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4:29 am EDT
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Iceland Foods Quality of food purchased

I guess this falls under the 'you get what you pay for' tag. I am on a limited income and as such, I try to shop around for the best deals on food. I don't normally go to Iceland for my shopping, but this past weekend I did. Although I did save a few quid on my weekly shopping, I was not impressed with the overall quality of the purchases at iceland - especially the meats, veg, and fruits. The fruits and beg seemed to mysteriously go bad the following day after the purchase and the meat quality just looked and tasted 'dodgy'. Has anyone esle had this experience at Iceland? I don't think I'll be going back.

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SHARON DUNSMORE
drumclog, GB
Jun 21, 2013 5:25 am EDT
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IAM NOT HAPPY WITH ICELAND I OPENED A BAG OF FROZEN ONIONS AND COOKED THEM GAVE THEM TO MY 13 YEAR OLD THE NEXT THING I NO HE WAS CHOKING ON THEM WHEN I EVENTUALLY GOT HIS THROAT CLEARED IT WAS A PIECE OF THICK PLASTIC I PHONED AND COMPLAINED I WAS ASKED TO TAKE IT BACK TO SHOP WITH ONION BAG WHICH I DID I TOOK PICS OF IT I WAITED 3 WEEKS AND PHONED THEM BACK AND THEY SAID IT WAS STILL LYING IN THE SHOP AND THEY WOULD SEND SOMEONE TO COLLECT IT 3 OR 4 WEEKS WENT PAST THEN I GOT A 10POUND VOUCHER AND THEY SAID THAT THE HEAD OFFICE WOULD GET IN TOUCH WITH ME AFTER THEY LOOKED INTO IT 2 WEEKS LATER I GOT A LETTER SAYING IT WAS THERE FAULT AND THEY WOULD MAKE SURE IT WOULD NOT HAPPEN AGAIN THAT WAS IT IF THAT HAD BEEN A SMALL CHILD THEY COULD HAVE CHOKED TO DEATH SO THEY CAN KEEP THERE VOUCHER NOT HAPPY

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joe washer
Bedford, GB
Aug 20, 2012 11:33 am EDT

we just had some icelands sticky ribs it was like eating old leather boots, infact there was no ribs? just the nuckles off the end of rib, , never again come on icelands low income familys deserve better than this

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6:19 pm EST
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Iceland Foods staff

I am living in southall.i am ragular customer of iceland.but i am really very dipress about this incident.i went for shopping with my kids on 25 feb at around 5.30pm.when i reached to the till to pay my bill suddenly a man came there who was a shop lefter and he was carring things in his hands.he ask to the staff that they want to buy and they start buying.they were not giving any attention to customer and useing their tills money to buy those stolen things in front of customers.and i was shocked that which type of company is this.My kids was asking me so many question.i just want you to check this issue and take action about the manager and staff.thanks

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Iceland Foods Heavy Goods Driver

Today, 30/11/09, I was driving down Bailey Drive- Bootle when I was almost forced of the road by an Iceland Heavy Goods Vehicle. This incedent happened at 1500. To make things worse, when I beeped my car horn to gain his attention towards his stupidity, he just looked at me and continued with his aggressive driving. Not content with his actions, he then started to continuiously beep at me as if I was in the wrong. I have raised this complaint with Iceland Head Office who have pretty much stated they can not do anything as I was unable to provide a Registration Number. However, I was able to provide details on where he had driven from, the direction he was going (57) and the time the incident happened (1500). These details should have been enough as they only have 70 vehicles nationwide (as I was informed). Surely Iceland has a responsibilty to know the location of all its drivers.

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Bethany Y
Uk, GB
May 20, 2023 8:20 pm EDT
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I came in to the shop today and I have realised the kitkat bites I had brought are a month out of date. These should not be on the shelf! Please get back to me asap! They were in the Christchurch shop at around 2pm today

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Dj Slick
, US
Nov 29, 2022 6:17 pm EST

I done a online shopping so I could get it delivered on Saturday as I was packing the bags and out of date Turkey by 3 months disgusted of what I saw

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Reginald Bradby
Redhill Surrey, GB
Oct 10, 2022 7:29 pm EDT

These oranges were delivered from your Redhill Surrey store yesterday afternoon and as you can see one is already moody. The best before date is 3rd October. Order number [protected]. Photo attached..

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peter lovesey
Ferndown, GB
Feb 09, 2012 8:31 pm EST
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food should of been checked

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peter lovesey
Ferndown, GB
Feb 09, 2012 8:30 pm EST
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items should of been checked

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peter lovesey
Ferndown, GB
Feb 09, 2012 8:29 pm EST
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this week i brought a pack of corn on the cob, pack of 4, gave one to my daughter and one to my son, after my daughter taking 2 bites she started being sick as she noticed dead maggots in the corn, tomorrow im going into iceland with the bag and the corn of the cob with the dead maggots, great way to a start of a day, as i have better things to do.

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