Iceland-Misleading offers and appaling service

jc808

Last week I was in Iceland - Frijj drinks "any 2 for £1.50" great, grabbed 2 flavours. Got to the checkout - £2.10 for the two. Huh?

The barcode wasnt releasing the offer, so one of the staff comes over, says that one of them is excluded from the offer as its a 'limited edition'

I spoke to the supervisor who refused to honour the deal blaming head office and they cant alter the prices etc.

Complained to Iceland by phone that afternoon, was assured a letter of acknowledgement. None came.

Chased again today, it transpires the original person I spoke to 'lost' the form with it on (I found this out later). I reiterated my problem and asked if I could have feedback on the complaint on its conclusion. Cant do this because of the "Data Protection Act". I queried this and spoke to a supervisor.

Very argumentitive, she reasoned that the 'DPU code' would indicate to the customer that certain flavours were not part of the deal. I reminded her that I do not have the capability to deduce what a 'DPU code' means, and in any case the sign says 'Any 2 for £1.50 Frijj drinks'
Her response? "Cant guarantee well do anything about it as theres a lot of stores and its only you thats complained". She couldnt really answer my question as to why only one person moaning permits false advertising.

I also asked what the hell the Data Protection Act had to do with a company not providing feedback to a customer on the outcome of a complaint (Although I appreciate push comes to shove, they dont have to give me this info)

I normally find Icelands service pretty good. Shame their back end seems so obdurate... rant over!!!

brettcta

bit much over 60p, no?

also, the dpa is relevant to the outcome of complaints. why should you be made aware that the person has lost their job or been warned? you wouldn't want a stranger knowing you'd been given the boot

jc808

brettcta wrote: »

bit much over 60p, no?

also, the dpa is relevant to the outcome of complaints. why should you be made aware that the person has lost their job or been warned? you wouldn't want a stranger knowing you'd been given the boot

60p isnt the point, more than the principle

The dpa is not relevant imo, a response such as 'weve changed the signs, and investigated staff procedures' (for example) contravenes nothing. I have no interest in Iceland staff personally.

horror36

jc808 wrote: »

I spoke to the supervisor who refused to honour the deal blaming head office and they cant alter the prices etc.

Pure and utter rubbish, i hate when they say they can't alter the prices, get the right person and they can over ride anything

timeportal

Had a similar thing happen in asda recently bought 2 packs of cereal on offer at 2 for £2 but was charged full price for both.

When I queried it the customer services lady said that one of the packs was not included in the offer. I politely pointed out that it was onthe same shelf as all the other packs and that the offer was advertised along the bottom of that shelf and those above and below it.

"oh, she said, that shouldn't be, bare with me a sec" off she went to double check the shelves, returned a few minutes later with an apology, refunded me my over pricing AND gave me a gift card with a couple of quid on it to further apologise for their mistake and promised to either clarify the offer and change the till prices or move the offending boxes of cereal.

Following week, cereal still on the same shelf and this time went through as part of the offer so kept her promise too!

DCFC79

horror36 wrote: »

Pure and utter rubbish, i hate when they say they can't alter the prices, get the right person and they can over ride anything

jc was saying the stores cant change the prices but they can inform HO of the error, the staff/supervisor can give a refund or maybe do it in a way so the customer gets the 2 drinks for the price of £1.50.

Steer73

I for one will be writing to my MP over this.

jc808

Steer73 wrote: »

I for one will be writing to my MP over this.

So will I - over your sarcasm

deanos

I have just emailed Watchdog we cant let them get away with this !

jc808

deanos wrote: »

I have just emailed Watchdog we cant let them get away with this !

Good man, ive emailed the prime minister also, together we can do this!!!

BoGoF

Over 60 full pence I'd be demanding a UN enquiry