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- Monts8's review
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Picture courtesy of Chris Stickney.
| Quality of service | 6.8/10   |
|---|---|
| Layout of shop | 7.6/10 |
| Value for Money | 7.6/10 |
| Overall rating | 7.3/10 |
By Monts8 on 19th Aug 2006
| Goods purchased & cost | Fridge - but we never received it (!) |
|---|---|
| Quality of service | 0/10 |
| Layout of shop | 3/10 |
| Value for money | 3/10 |
| Overall value | 0/10 |
 Monts8's recommendation | |
The local store where we purchased the fridge were very helpful, knowledgeable and friendly. However, they were let down by the poor quality of the service of their colleagues at head office and their sister logistics company.
Delivery and customer service.
We were badly let down by Iceland's appointed logistics team, who appear to be a fellow group company who were tasked with delivering our new fridge.
The first scheduled delivery date the driver apparently couldn't find our address but never rang for directions or bothered using the details we passed onto Iceland (the worrying thing is, it isn't hard to find!). Instead we received a call at 8.50am on the day of delivery to inform us in no uncertain terms they would not deliver that day (despite us taking a day's holiday), nor could they contact the driver to find out where he was/get them to find the address. We were then passed over to "customer services", who happened to be Iceland's head office, who weren't empowered to do anything to resolve the situation and were re-iterating that the product delivery needed to be re-scheduled.
The delivery was then rescheduled for two days later. We were very cautious this time and re-iterated the direction details to the delivery firm. When we re-checked at 5.30pm the evening before the delivery, no directions were in their system, they simply hadn't bothered to take any notes to pass onto the driver to prevent the same "excuse".
The day of the second planned delivery we received a call at 8am from Expert Logistics to inform us that the fridge hadn't been loaded onto the van.... we were then passed around other team members and informed it was "out of stock" (which is odd, as it was in stock two days earlier, plus it was re-confirmed for delivery the evening before). Iceland later confirmed the item WAS in stock, so this was just a plain excuse.
We were then fobbed off to Iceland's head office who couldn't do anything to rectify the situation. Head office then agreed to directly process a refund. After our recent experiences we double-checked with the local store about the refund process to discover the head office team had misinformed us, they couldn't simply perform a refund over the phone as they don't have the card details, they were merely fobbing us off to get us off the phone. Had we not checked, we would have never got our money back !
Throughout the process we didn't receive any apologies or legitimate explanations, (except from the local store where we originally purchased the fridge).
This is the first review we've ever bothered to write about a company and it's because we're so incensed about the diabolical customer service we received that we felt compelled to warn others. Iceland may be £10-£20 cheaper than other firms for certain identical products, but really, it isn't worth it when you consider the "hassle factor".
Sure, things can go wrong, but they didn't do much to rectify the problem and in fact compounded the situation with the unhelpful attitude of their head office and from their sister delivery company.
We get the impression from comments made by our local Iceland store that there are frequent "delivery" issues.
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