Iceland Foods Gave me someone else's shopping and I can't contact them.

fickle38

Hi, I will try to keep this brief!
Friday 20th my Iceland shopping was delivered.   It was chucking it down and the driver brought the shopping and was gone in a flash.  As I started to put it away I realised it was mostly someone else's shopping except for 5 bottles of fizzy drinks.

Between then and up to this point, Friday 27th October,  I have spoken to customer services 3 times, been on a Twitter dm conversation each day since, and tried to ring the store over 50 times. Each time it rings and goes to messages and says the message box is full and to try again later.

Customer services keep telling me that they are trying to contact the store and area manager by phone.  That they have contacted the store and area manager by email.  And that they are trying to get this resolved as quickly as possible.

A whole week later and I still have someone else's shopping because they said if I want a refund that the store will need to collect this shopping to confirm I don't have mine, and that someone from the store will be in touch.  If I can't get in touch with the store, and customer services can't, then what can I do?  I paid about £60 for 5 bottles of fizzy drink and I am going out of my mind not knowing what to do because I can't speak to a single person about this.

You ring customer services and they cannot do anything because they say it is down to the store.  The store number just rings, and goes to answerphone.

There are no other contact details for Iceland that I can find anywhere else.  Only their business address.  I gave Iceland my money, and I did not receive what I paid for.  Please can someone help me and give me an idea about what  to do?  I am an autistic mum of 5, and I cannot quite capture on here just what this experience has done to my state of mind and my levels of anxiety this week.  This has been one of the most distressing weeks that I have had in ever such a long time, and as I told customer services this could have been prevented right from the start had someone at that store just picked up their phone and said we are really sorry, we will come collect that shopping and get yours to you, or refund  you so you can reorder.

Any advice would be so very much appreciated!!

pinkshoes

How did you pay for the shopping? If you paid by card, contact your card provider and try asking for a chargeback given you have not received what you paid for.

I take it the shopping you received wasn't worth as much as your shop? (Otherwise I would have just kept it and re-planned the meals for the week!)

Flugelhorn

so were the fizzy drinks part of your order? 

Can you go to the store to see someone face to face?

GrubbyGirl_2

If it's stressing you so much why not just go to the store?

molerat

From personal experience Iceland CS is a waste of time, promise after promise and nothing happens, things only get done by contacting the CEO.

prettyandfluffy

If you can, go to the store and make a fuss.  Insist on speaking to the manager.

pinkladyvenus

molerat said:

From personal experience Iceland CS is a waste of time, promise after promise and nothing happens, things only get done by contacting the CEO.

I would contact the CEO usually things are dealt with pretty swiftly email malcom.walker@iceland.co.uk