Refused to take back goods despite not honouring offer

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Iceland
★★☆☆☆
2.2
32.0% of users recommend this
  • Quality of service

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bonzobanana's review of Iceland

“Refused to take back goods despite not honouring offer”

★☆☆☆☆

written by bonzobanana on 29/05/2016

I've purchased from most supermarkets and generally if there is a problem they will sort it fairly once they know the issue is caused by them but not Iceland.

Made use of their Uncle Ben offer which was buy 3 items and get a free wok which was advertised on their online site. You just clicked on the offer and a list of 11 items was presented to you of which 3 were chosen.

Time of delivery no wok so requested to return the uncle ben products but refused instead the driver stated the wok would be delivered later. However instead a rather nasty phone call was received stating there was no such offer later. I requested they check online to see the offer they refused stating they didn't have web access.

A complaint email to iceland was completely ignored.

So basically there was no contract of sale. They didn't honour the contract of sale and refused to take back the 3 items. I was disgusted. Dealing with iceland customer service is farcical, amateur and dishonest. I find the store good value but to be honest now I have absolutely no trust knowing that they make no effort to be fair or honest. This was the Yeovil store in Somerset but the phone call was from head office. An email to the CEO was completely ignored too. This is by far the worse customer service of any supermarket I've encountered not because of the problem but because of no attempt to deal with it correctly. The store presents itself marketing wise as very chavy which I personally not keen on but this extends to, to their customer service.

This is not a review of their instore service and the customer has far more control there but their online service is quite frankly not of acceptable quality. Their online site lied about providing the wok as they didn't honour it and the stores and head office make no attempt to remedy the problem. The customer is expected to buy goods and receive less goods than stated for the money paid and lump it.

  • Yeovil

    Branch Visited

  • Approximately £55 order

    Goods purchased & cost

  • Quality of service

  • Value For Money

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