Online orders for home delivery & customer service

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Iceland
★★☆☆☆
2.2
32.0% of users recommend this
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Guest's review of Iceland

“Online orders for home delivery and customer service”

★☆☆☆☆

written by on 13/05/2015

I placed an online order for a home delivery for the 8 May 2015 between 6pm and 8pm. This delivery comes from a store I have in the last 16 months now had 3 non deliveries and bad customer service when a complaint was made. However through necessity I placed another online order. The order did not up. After communicating with customer services on 8 May I was put through to the store to be told they knew at 3pm that afternoon there would be no deliveries as the driver had call in sick and a store manager was to contact all the customers affected - he had not contacted anyone. I then contacted customer services and asked for my money back which was take from my account for this delivery. I was told a message would then be sent to my bank.

The next day Saturday 9 May 2015 said money was not back in my account and on checking with my bank no communication had been received from Icelands. I called Icelands to query this and to make a formal complaint. I asked to be kept informed on what steps were being taken to ensure this didn't keep happening to be told I was not entitled to any feed back on complaints due to the data protection act. I said I did not wish information on any action taken in relation to individuals but for feed back on any processes put in place to prevent this happening again especially in view of the fact that the last 2 times this happened the action taken by them obviously hadn't worked. Again I was told I was not entitled to any feedback. I expressed my concern they still used this store for a home delivery store and that I did not trust this store to deliver and the customer services person proceeded to take me to task for this and object to my saying I didn't trust the store. I asked to speak to her manager.

I spoke to her manager who said that they had contacted my bank to issue a release of my money the night before and when I told him my bank had not heard from them was more or less told this was rubbish. I asked him to fax a release through to my bank so I would have money for food that weekend. He said this wasn;t normal procedure but he would do this. Bear in mind I had received an email from Icelands stating I may wait 5 to 7 days for my money back.

I then asked this manager for the name of the lady I had just spoken to for my records and because of her rudeness. He asked me if she had given me her name and I said yes but I did not have the chance to write it down may I have it please, he replied 'No I am not giving you it, it's mot mine to give you have my name that is good enough'. He then started to talk about their banking procedures again at which point feeling very distressed, abused and unlistened to I terminated the call.

Today Sunday 10 May 2015 I submitted an online complaint on several grounds the lack of delivery and non communication, the lack of action to refund my money,, the rudeness of customer services and asked why as a customer I was not entitled to feedback on complaints...

The only issue they chose to address was the fact that they had contacted my back on the 8 May and 9 May - my bank denies this. Also that I had terminated a call with their manager whilst he was explaining their banking procedures.

They made no mention of the lack of delivery, non communication why customers were not entitled to coplaint feedback and why some of their employees were allowed to be rude and to tell customers off for complaining they point blank ignored this. Their main concern being I had terminated a call with their manager....

I have no problems with most Iceland stores and find the majority of their staff helpful and friendly so please don't think this is a grudge in general about Iceland.

However it is a shame that certain people in Icelands are allowed to treat customers as a nuisance and unimportant and hide behind a complains system that to all intents and purposes is useless if no feed back is given how do you know they are actually addressing anything? Indeed if my experience last year with them and then this weekend is anything to go by they do not address issues just fob people off.

I will no longer use their online services and have asked friends and families also not to use them. They are badly tarnishing their reputation is reviews I have read are anything to go by and do not seem to care.

Maybe they need to be aware that in this current environment where stores are competing for customers they do not have room to be rude and abusive to customers and expect not to lose them.

Disgraceful behaviour by Iceland which sadly has let down the majority of their good staff.

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