I don't drive and cannot get to an Iceland store easily,so I was pleased to see that Iceland had started up an online shopping service. I did not have any complaints with the delivery itself, but quite a few items on my order were unavailable.This is where the problem arose.my payment was amended to reflect this and the revised amount was taken from my account, but Iceland still had the original bill amount on hold from my bank account.so they have £83 of my money that they are not entitled to on hold,I looked up this practice and it seems that it is a common practice with on-line supermarket shopping.I for one cannot afford for this to happen I am on a limited income. It has definitely put me off from ordering from Iceland again.Iceland need to ensure that they have sufficient stock to meet orders,i had quite a few items unavailable on my order which was irritating enough but to find they have money on hold from my bank account although they have been paid is outrageous..

had a home slot booked 12-2..its now over 3hours after and still no sign even though ive rung both the shop and spoken on phone to driver...disgraceful when ive kids to feed...never shopping with them again.

I have used Iceland in the past but now I have had a baby I won't be visiting again in the near future. My recent visit to the thornbury bradford store was a shock to the system, I took my baby out of the car seat then my mum & I made our way in, couldn't see a baby trolley so asked a member of staff, to my amazement I was told they don't have them, shocked isn't the word so I had to carry my baby round the store which made our visit very short. When we got to the tills you can imagine this wasn't easy either! We then headed to the door to find that you can't take the trolley to the car & had to leave it in the entrance, so we had to make 3 trips to the car to get our shopping. I was lucky I wasn't alone as how would I get my shopping to the car without leaving my baby alone in the car to go back and forth to the trolley, impossible in fact The advert slogan makes me laugh, "mums go to Iceland" only if they have a child who can walk back and forth to the car with you and doesn't need a baby seat, so un-mum friendly!! Real shame as I quite liked Iceland before this visit

Absolutely appalling home delivery service. In the three weeks I shopped with iceland, I managed to get the three rudest delivery drivers I've ever encountered in the 7 years I've been having the weekly food shop delivered. All three times they've arrived at least 20 minutes after the allocated time, no explanation or apology. Items repeatedly missing, mainly bread. Last week I was handed a half empty, leaking milk carton, and was told ' its already been opened'. Fabulous, because I'm really going to feed that to my children aren't I? Drivers are incredibly rude, last nights threw the shopping on the floor and stormed off as it took him20mins to work out how to use the intercom buzzer and I had made him late home as I hadn't told him he would need to buzz in. ?!?? Ill be going back to tesco.

Some customers are bit to picky when something goes wrong with home delivery. Making a small problem into a big issue like ice cream defrosting, well that has happened to me so I just put it in the freezer and about 2 hours later it is frozen again so what's the problem????????? making a complaint like their day is a nightmare. Well I am waiting to go into hospital for heart op, the 18 weeks been and gone and I still have to wait.

I have been trying to ignore the poor customer service of Iceland for a while now due to their low prices, but I have finally had to face a reality that maybe it is time to shop elsewhere and pay a little extra. Today I received a home delivery where my frozen food items had been allowed to defrost. This is totally unacceptable and dangerous. I feel that the staff are far too young; most of them are still in their teens. Does Iceland suffer from age discrimination? They have went downhill.

The previous day, I shopped at the Brixton Branch and didn't realise I have been charged 5 times for 2 items until I was about to throw out the receipt today. I decided to go to my local branch at Waterloo to rectify this issue only for me to be treated like a criminal there. I explained the situation to the manager and she blatantly refused to refund my money citing a refund from another store would affect their store figures and for me to travel all the way back to the Brixton branch to get my money back. Brixton is quite a distance from me and I was there the previous day for other reasons that ended in my decision to pick up a few items from Iceland. Her attempts to pawn me off as another store's problem was incredibly obvious. It is not my responsibility as a customer to care about the internal politics of Iceland or their figures and it shouldn't be used as an excuse to deny me my money back. I have been a loyal customer for over 7 years, and have never had a single complaint about any member of staff. But I am shocked at the level of customer service I received from the manager herself, who is supposed to be at the forefront of and a shining example of customer service. Needless to say, I will NEVER shop there again. In addition, I will be ringing their head office to make an official complaint and hopefully something can be done to rectify my situation and penalise the manager.

I've been having home delivery from Iceland, Ashley Road in Poole and all the staff are lovely, from the cleaner up to the Manager. Always helpful in the store. Now discovered I can shop online which is even better, first delivery last week and what a helpful delivery driver, as usual. Love everything about Iceland, good value and good selection without too many choices which irritates me. Well done Iceland

I placed an order and had an email 9am that morning to say delivery was ready to be delivered (delivery slot not till 1pm-3pm). At 3.10pm called Iceland to cancel order as not turned up, customer service lady Beth said can u wait another 10 minutes as it's running late, I said no as I had to pick daughter up from school so cancel order and refund please, she put me straight on hold and didn't come back so had to hang up as I had to leave. Sent 2 emails that day about cancelling and refund ( still to this day not had any replies!!) checked account and money came out! Called customer service today and spoke to someone who didn't seem happy when he answered and has obviously no customer service experience in the past!! But I did get a refund! Waiting for a manager to call me at 2, let's see if that happens!! Please don't do the same mistake I did! It's cheap for a reason cause they are rubbish. Pay peanuts Get monkeys!!!

I placed an order the money has come out of my account,then recived an email to say my order cancled because my card was declined.how can card be declined when bill has been payed.i just came out of hospital after sugery and was relying on the delivery.shame on you Iceland.

I have just received my first (and last) internet shop from Iceland in Chippenham. The eggs were 4 days out of date, potatoes 1 day past the sell by date, the 'fresh' meat (whole chicken, chicken breasts, turkey steaks, etc) all had a use by date of the day after delivery and curry sauce was missing. I tried to call the customer service department but gave up after listening to their dreadful music for far too long. The second attempt took 20 minutes to be answered. They offered to redeliver the items the following day, but having already spent 2 hrs waiting for them, I did not intend waiting any longer. I will now have to wait 3 to 5 days for a refund. I guess their new online shopping service is a good way of them getting rid of old stock!

I decided to use the new Iceland online shop, thinking it would be the same as ASDA or Sainsburys, I was SO wrong. The shopping was delivered by someone who had no idea how to work the signature machine, after waiting for him to try and work it for 10 minutes, he finally gave up, and told me not to bother. I then checked my shopping as I was putting it away to discover the TURKEY I had ordered had arrived as CHICKEN! This though was not the worst of it. After checking through the list I noticed 2 items missing, which together came to £6. The delivery sheet reflected this, however my BANK did not! After phoning them and telling them they had charged me for items I had not recieved, I was told they stop the money from my account according to what I have ordered, then if anything is not delivered it is up to the bank to refund the difference! So I now have to wait 3-5 days for the money I have not spent to go back into my account!!! To say I am disgusted is an understatement, I will NEVER use this service again!!! will stick to ASDA who only actually charge me for the shopping I have received, not the shopping I haven't!!

Iceland's prices may be competitive, but their attitude and service is shoddy. I Have regularly been fooled by their prices and free delivery service. The Walworth Road branch stocks out of date food. As my groceries have been delivered from this store some of my items have been defrosted and my bottle of milk arrived broken. The Walworth Road branch manager almost accused me of lying after the cashiers said I had to take the items back to the store (as if I have the time to do this. Apparently I had to wait until 6 - 8 in the evening to have a replacement milk delivered after a 11 - 1 original delivery slot. The milk finally arrived at 9.45pm. I would have expected a replacement immediately. I complained to their fake customer service advisor at their call centre who was equally unhelpful. The Bermondsey branch brought me the wrong shopping and instead of correcting their mistake immediately caused me to wait hours for the right shopping.

Iceland has a brilliant system and good items in stock. With an amazing delivery service sometimes the service can get very packed which is not so good for some, but overall very good indeed!