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Iceland - So Embarassed
shackalak
Posts: 111 Forumite
I received an incentive from work for passing an exam and was rewarded with a Bonusbond Gift Card. The card came with a leaflet detailing the companies participating in the scheme but it explained that new companies were being added all the time so to have a look on their website. I noticed that Iceland were mentioned on there and decided I would use some of the money on the gift card to stock up my freezer.
As I have never used a debit card gift card before (it didn't have a pin number), I thought I would check with customer services before I visited the store to make absolutely sure I would be Ok to use my card there. I have only ever had Bonus Bond gift vouchers before and I stressed that this was not a paper voucher but a plastic gift card. She gave me her name and told me there was absolutely no problem. I told her which store I was shopping in and she told me she would ring through to the store to confirm I had been in touch and she had confirmed it was Ok. The lady from customer services then rang me back, telling me she had spoken to the store in question and gave me a persons name there to speak to if I had a problem with anything.
Off I went to do my shopping (you can guess what happened next...) - I spent over half an hour in the shop and my trolley was filled to the top. I got to the till and before my order was tilled through, I produced my gift card and explained I had checked with Customer Services and the lady had confirmed it was Ok and if there were any problems to check with the person in store she had spoken to. My order was tilled through and after a couple of coupons were taken off was almost £150. So far so good - until my card went through the till and 'declined'.
The person I had been told to ask for came over to my rescue (or so I thought) only to tell me that he had told the lady from Customer Services that they didn't accept the cards, only the paper vouchers, but she had said that was wrong and there wouldn't be a problem. They asked me to check if there was enough money on the card so there I was, holding up the till, bright red, on the phone to check the balance of the card. By this time, my shopping had all been packed into bags. My card was fine, there was enough on the balance.
The shop called Customer Services but the lady I had spoken to was 'on her lunch' and wouldn't be back for 45 minutes. Another lady tried to debit my card using their machine at head office but this also declined. By now, the queue was horrendous, the poor cashier who served me was due to finish her shift and the staff had no idea what to do. I hadn't taken any other cards with me so couldn't pay for my shopping by any other means either.
The shop assured me I would receive a letter of apology from their Head Office but now, nearly two weeks later, nothing has yet arrived. I ended up abandoning my shopping and leaving the store with a token bottle of wine from the manager there - the staff in the store were lovely.
When I got home, I immediately sent an e-mail to Customer Service explaining what had happened and how they made me feel. The system said they try to respond within 48 hours - no response. I followed this up a few days later asking them to respond - still nothing.
What should I do next? Should I just put this down to experience and move on or would you expect some kind of response from the company.
As I have never used a debit card gift card before (it didn't have a pin number), I thought I would check with customer services before I visited the store to make absolutely sure I would be Ok to use my card there. I have only ever had Bonus Bond gift vouchers before and I stressed that this was not a paper voucher but a plastic gift card. She gave me her name and told me there was absolutely no problem. I told her which store I was shopping in and she told me she would ring through to the store to confirm I had been in touch and she had confirmed it was Ok. The lady from customer services then rang me back, telling me she had spoken to the store in question and gave me a persons name there to speak to if I had a problem with anything.
Off I went to do my shopping (you can guess what happened next...) - I spent over half an hour in the shop and my trolley was filled to the top. I got to the till and before my order was tilled through, I produced my gift card and explained I had checked with Customer Services and the lady had confirmed it was Ok and if there were any problems to check with the person in store she had spoken to. My order was tilled through and after a couple of coupons were taken off was almost £150. So far so good - until my card went through the till and 'declined'.
The person I had been told to ask for came over to my rescue (or so I thought) only to tell me that he had told the lady from Customer Services that they didn't accept the cards, only the paper vouchers, but she had said that was wrong and there wouldn't be a problem. They asked me to check if there was enough money on the card so there I was, holding up the till, bright red, on the phone to check the balance of the card. By this time, my shopping had all been packed into bags. My card was fine, there was enough on the balance.
The shop called Customer Services but the lady I had spoken to was 'on her lunch' and wouldn't be back for 45 minutes. Another lady tried to debit my card using their machine at head office but this also declined. By now, the queue was horrendous, the poor cashier who served me was due to finish her shift and the staff had no idea what to do. I hadn't taken any other cards with me so couldn't pay for my shopping by any other means either.
The shop assured me I would receive a letter of apology from their Head Office but now, nearly two weeks later, nothing has yet arrived. I ended up abandoning my shopping and leaving the store with a token bottle of wine from the manager there - the staff in the store were lovely.
When I got home, I immediately sent an e-mail to Customer Service explaining what had happened and how they made me feel. The system said they try to respond within 48 hours - no response. I followed this up a few days later asking them to respond - still nothing.
What should I do next? Should I just put this down to experience and move on or would you expect some kind of response from the company.
I've worked in the Financial Services industry for the last 25 years. When posting on this forum I am not providing any financial advice or representing anyone but simply posting my own personal views. Always make sure you seek suitable Financial Advice from an authorised professional based on your own personal needs and objectives.
0
Comments
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At the time in the store, when it was obvious there was a problem the till should have been shut (with you inside the barrier) so that other people in the queue could have gone to a different till. Their fault not yours.
Hope it sorts itself out for you.make the most of it, we are only here for the weekend.
and we will never, ever return.0 -
It looks as though you were given the wrong information.
Iceland aren't on the list of retailers that you can use the gift cards, as these
cards are on a closed system they can only be used at shops that have access
to it.
Iceland do however accept the paper vouchers..
It seems to me that there was just a breakdown in communication somewhere along
the line.0 -
Years ago I had a serious complaint about Iceland. I wrote to Malcolm Walker at their address (Deeside,
Wales?) and was satisfied by the way my complaint was handled and the eventual outcome. Suggest you do likewise.0
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