My complaint:
I want to make a formal complaint and want the Hounslow West branch of Iceland foods investigated and for their head office to stop lying and covering up for them and for someone senior like an area manager to call me. On numerous occasions whenever I’ve placed an order for delivery my frozen shopping turns up completely thawed out and some occasions with items missing completely.
The last time this happened I was on hold to customer service twice for over 45 mins each time as I was cut off the 1st time. They put me through to the manager at the store who basically accused me of lying and used the words ‘that’s what you people do to get free stuff”! It’s absolutely outrageous and really poor service. I called customer care and asked them to get the area manager to call me but no one ever did. They did not even respond to my complaint i put in writing. This happened months ago.
I actually know someone who works there through family and bumped into this person recently and this employee ed how the staff leave fridge and frozen items out for longs periods of time and there are a huge volume of complaints from customers every single day which is completely contradictory to what Iceland customer service staff say on the phone.
There was even one occasion when I called customer care with the delivery driver present to prove to them my frozen shopping was completely thawed out. I made the driver wait and speak to customer service to the state of my
Frozen food!
Suggested solution:
My point is I want someone to call me and I want the store investigated and for them to change their practices because someone is going to get sick or even worse from food poisoning. Plus I want an apology for how I’ve been treated and some form of compensation for the repeated times I’ve been let down and experienced the same appalling issues over and over with no formal apology given or call back from an area manager.
