Fuming with icelands

[SpinningFloppa]

3 months ago I did an online shop with icelands well, they only sent £14 of a £80 shop, I contacted icelands for days but couldn’t get through, customer service wouldn’t help me as they said I needed to speak to the store, I could never get through it just rang and rang, so I contacted my bank who agreed to do a charge back, thought nothing of it till today icelands have taken the money back! This is 3 months later… apparently they’ve sent “proof” they delivered it, yea they did deliver it, £14 worth of it so that’s the proof they are using, the bank won’t help me anymore and have closed the case, aibu to be annoyed?! Is there anything else I can do here?

Take in your receipt? Sounds odd as Iceland are usually very good

Really? My local Facebook page is full of complaints about them

Shame @SpinningFloppa , ours is really good , good luck though that's alot of money to lose

It must be your local store. Usually the proof is a picture taken of the shopping on the doorstep. Ask them to Email you the picture.

That’s what I’ve asked for as £14 wouldn’t look like £80 the bank said they closed the claim though as they emailed me apparently and I didn’t respond, I’ve checked my emails and there is no email!

Did they take payment of the whole £80 and only delivered £14 worth of goods?

Yes they took the whole payment

Are they on Twitter? That’s the way I got a similar issue sorted with Sainsbury’s.

www.mumsnet.com/talk/_chat/4662323-missing-shopping made a post about it at the time

I wouldn’t take no for an answer from customer service, that is literally their name.

I wouldn’t be contacting my bank or the store.

Any other big supermarket retailer wouldn’t do this.

Icelands

There’s lots of stories of this happening with all supermarkets - mistakes happen, and due to customer service being cut to the bone most are equally horrendous to deal with.

OP you need to ask them for a copy of their complaints procedure and follow it, if no result lodge a Small Claim (you don’t need a solicitor for this)

Have you been into the store and asked to speak to the manager? If you are able to do that, it might work.

If that doesn't work, next I'd contact them using the form on the website.

Then they're on Resolver, but the odds don't look good, with only 45% success rate, but worth a shot, as it's easy to use.

www.resolver.co.uk/companies/iceland-complaints?territory_id=1

After that, you might as well try the small claims court if you still have all the evidence - presumably you have a receipt/invoice that shows you were only supplied with £14 of goods?

Tescos
Asdas
Sainsburys
Morrisons
Icelands

Glad it's not just me 🤣

Did you chargeback for the whole £80? Customer Service probably have proof that there was a delivery, that's why they claimed it back. I suspect a different person was dealing with the fact that only £14 worth was delivered and whoever was dealing with chargebacks saw a delivery had been made.
Either way, you're still entitled to your £66, and probably a full refund at this stage for the inconvenience. Keep chasing!

@MaryMcCarthy sainsburys is already sainsburys. Same with Morrisons

And actually used to be j sainsbury. W m Morrison

Plus Sainsbury and Morrison are names so you would put a possessive 's in the end as it is their store. Who says Asdas?
Tesco can go either way I suppose.

People say Asdas, I can assure you.

No not the full amount

No one I know says Asdas lol

I often pop into icelands after Ive done my shopping in primarks.