Iceland looks set to change the way packing works at its tills for some shoppers and the move has not been welcomed by everyone. Shoppers have reportedly been told that the rules have changed for shoppers who use the free home delivery service at Iceland.
According to MEN, emails have been sent to shoppers telling them that they will no longer get help when packing their shopping for home delivery. Until now staff have packed home delivery bags as they need to be stored in store before delivery.
Iceland has said assistance will still be available for those who really need help - such as elderly shoppers or those with additional needs - but in general, shoppers will need to pack their own bags.
One shopper shared the contents of their email with the Facebook group Extreme Couponing and Bargains. Tracy Wiggins shared a picture of the email she'd recieved, writing: "Anyone shopping at iceland and getting it delivered its going to be d i y. The email read: "Hi Tracy, we're making a small change to the way our Free Home Delivery service works in store.
"Within the next few weeks, rather than packing your shopping for you, you'll need to pack your bags yourself for your Home Delivery. This is the only thing changing, everything else is staying the same, including free delivery when you spend £20.
1. Shop as you normally would
2. Pack at the till and book your free Home Delivery
3. Pack your bags yourself
"Remember to separate your frozen, fresh (chilled) and grocery items into different bags. This means they'll be stored at the correct temperatures before they're delivered. If you usually need help to do your shopping and can't pack your bags yourself, please speak to a member of staff in store for assistance."
Jackie Stokes replied: "Surely it will take longer to pack as not everyone does it in order in the trolley so be all messed up at the till so then got to make sure it’s packed in right bags. Imagine those who are disabled elderly or got kids who won’t just stand there and behave."
Lisa Bishop wrote: "And the problem with this is… my elderly mother used to shop at Iceland, purely for the fact that she could still be independent in going out and choosing her shopping but stress of packing and getting it home was taken care of for her. They may well still be delivering it but my Mum (like other elderly people) would struggle to do their own packing. This was your USP Iceland and I think it’s rather short sighted of you to change this."
Jennifer Duncan said: "That’s not very good. The customer will not know how to pack the bags like keep fridge freezer separate, I used to work in Iceland so if you do ur shopping at 9 but don’t want delivery until 5-7 where does all the food sit all day ."
Natalie Hargreaves added: "Why are they doing this? I don’t think it will cut cost nor time down? Its like self check outs ok when you have a few items but rubbish for a full shop."
But some shoppers praised the initiative, and are keen to see it come into play. Kim Diana Jenkins said: "Well done Iceland for being the only store to actually say it. Staff aren't paid to pack peoples shopping for them. Packing your own shopping means you have the items how you want and your not spending time having ago at the cashiers for packing it wrong.I have worked in retail for years and people just think staff are they're as they're personal assistant.
"Staff are happy to help people but they can also tell when people are just mean. I had some lady shout at me because I wouldn't pack her own shopping bag that she bought when we were supposed to be social distancing, yet her husband was stood there doing nothing. It's always good to help people but don't have a go at someone because you expect it. Sorry rant over but customers are horrible to staff in all industries."
Anne Griffiths wrote: "Great News! When I get a home delivery from ordering online. Half the items are missing, not in stock? When I go into store there is loads of everything. Plus you can pick items that has the better date and fruit that is not bashed. TBH I always put my food items into dry goods, fresh and frozen."
Leeann Corr added: "It’s not that hard…. When your filling your trolley your filling it on each department, fridge, freezer, household etc Put it on the conveyor belt that way so it’s easier to pack. I do this on whatever shop I’m in anyway. Makes it easier when home and unpacking. Poor staff all rushed off feet most of time so let’s help them put and not moan at them."
Lucy Bright said: "Can see why… It annoys me when I’m behind someone in the queue getting home delivery and it would take ages because the customer would stand and watch the cashier pack up all their shopping.. why not give them a hand so it’s done much quicker?"
Jennifer Silver said: "This is a brilliant idea, I hate just standing there while the check out lady scans, packs and puts into the boxes. I often offer to help."
The Manchester Evening News approached Iceland for comment.
