New rules are in place at Iceland for anyone who uses the supermarket's in-store home delivery service. Previously, staff were able to pack customers' bags for them, but that has now been stopped.
Instead, Iceland customers will have to pack their bags themselves before booking a delivery slot. However, it has not been received well by several customers who use the service, reports the Manchester Evening News.
In the Extreme Couponing and Bargains group, shopper Tracy Wiggins shared a picture of the email she'd received, writing: "Anyone shopping at Iceland and getting it delivered its going to be diy. The email read: "Hi Tracy, we're making a small change to the way our Free Home Delivery service works in store.
READ MORE: Supermarket items rising the fastest in price revealed in new research
"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. Book 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."
Other customers questioned the decision, raising concerns about elderly service-users and the general efficiency of the new plan. Jackie Stokes said in response: "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 added: "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 ."
Should customers pack their own bags? Have your say in the comments below.
There are also many shoppers, though, who have 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 agreed: "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."
Iceland have been approached for comment by the original author of this article at the Manchester Evening News.
READ NEXT:
