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Well on Sunday 3rd Nov. 2002 all the latest offers started and I dived to the computer (I'm not *always* on here y'know!) to log onto Iceland.co.uk to place my order cos I really couldn't be bothered traipsing round the store with my kids in tow!
There I am browsing the isles, always on the lookout for the ever-popular bogof offers and the buy three for the price of two etc, etc, etc,........ I find *loads* of bargains like the latest *deal* : Buy all 5 of these for only £4.00 GBP
Belchers 8 Original Pork & Beef Jumbo Sausages Ross 6 Beef Grillsteaks Goodfellas 9" Loaded Cheese Deep Pan Pizza Iceland 4 Mega Majestics Sara Lee Bramley apple Pie.
It should be worth £10.45 Are they doing a deal or are they doing a deal? (I bought three of these deals and it only cost me 12 quid for that little lot!)
And not to mention
Buy 3 Iceland Kids Crew 350g Breaded Ocean Treasures for £3.00,...among lots of other bargains like this.
So I fill my basket (in this case it should've been a trolley!) and go to the checkout. It all comes to £59.66 for 77 items. I pay by credit card (no I won't go into too much detail and give you the number of it!) and choose my time slot, which was Tuesday 5th Nov. between 6pm - 8pm.
Tra la la tra la la................................
Tuesday comes and so does 5.55. There's a knock at the door and standing there is the man from Delmonte...OH sorry, I mean from Iceland..*cough* with all my goodies. 6 Grocery 4 Frozen 2 Chilled
I get my shopping list printout and start to unpack and check items off the list as I go.
Oh! Hang on a minute....there's something not quite right here....they've charged my card £82.50!!!!!!!
Panic sets in.....Then anger......then determination......I carry on unpacking and find quite a few defaults. 2 of the pizzas boxes were squashed and one of the pizzas was flattened... Southern fried chicken breast steaks box was open and the contents spilling out... Only one curry sauce was delivered but 2 ordered. Sesame Street fromage frais were missing... And last but not least the Fairy Liquid had spilled half it's contents all over the bag, which luckily contained only that and two bottles of Domestos.But it was *everywhere* and dripping all over the floor which is quite dangerous.(if you've ever slipped on washing up liquid you'll know what I mean)
So I totted up everything that was wrong and got on the phone to the customer service desk. I didn't have to wait more than 30 seconds or so to be speaking to a real person (!) and started to ramble my findings to the very nice woman on the other end of the phone.
As is was about 6.30pm by this time and the store where I bought it from had closed, she reassured me she'd get them to ring the next day to sort it out and then proceeded to apologise profusely for my troubles!!!!! What a perfect advisor!!!
The next morning I ring them again to let them know I need it all sorting by 12 noon (as I was due to go out then), so the woman said she'd get them to ring asap even though they had a *huge* backlog.
And sure enough, just 20 mins later the Customer Services manager rings back explaining that they had a problem on the system and that the shopping should've totalled at £82.50. I'm about to rant a little about it not being my fault that the website gave the wrong total and that there was no way I'd accept the £22.84 difference, when she says " but as the computer showed the wrong amount then we will honour that and refund the £22.84 difference and credit it back to your credit card immediately"
How chuffed was I? Very!!!!!
So, another 20 minutes or so later the phone rings again and it's the store this time asking what exactly was missing or broken and then immediatley offered to refund the price of the items involved back onto my card asap!!!!
So my overall opinion of Iceland' customer service is Excellent! No hassles No arguing Just honest to goodness business.
As they say in the trade..."the customer is always right"
Most of the damage was done in transit, as it's a tight squeeze with all those crates to be loaded.....and every other time I've had my stuff there's not been anything wrong at all...... Well done Iceland!!
Now I know this is a fair bit later in the year BUT I am updating my ops and needed to update this one about the actual refund.
It took me a total of FIVE telephone calls and several weeks of waiting before I actually recieved my refund of £22.84. In each telephone call I made to Customer Services I was speaking to the same two members of the team and each conveniently 'forgot' about my previous calls. They passed the buck to each other everytime and in the end my husband got on the phone and threatened to make a complaint to head office. Lo and behold the money was refunded the very next day!
So my initial findings on Iceland's Customer Services was dramatically changed after several weeks worth of waiting and calling before I was refunded the amount due. I have since used Iceland home shopping but only when I was really pushed for time and although I never had any difficulties again, I would be very wary of the receipt total until I'd checked it out for myself.....