Iceland leaves woman in tears as turkey fails to arrive

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Ann Farrell, 60, ordered her festive food more than a week before Christmas but was told on the morning it was due to arrive that it was no longer available

Ann Farrell, 60, ordered her festive food more than a week before Christmas but was told on the morning it was due to arrive that it was no longer available

Ann Farrell, 60, ordered her festive food more than a week before Christmas but was told on the morning it was due to arrive that it was no longer available

A disabled woman from Greater Manchester says she was reduced to tears after a supermarket left her without a turkey for Christmas.

Ann Farrell ordered her festive food on Iceland’s website on December 16, arranging for it to be delivered on Friday, December 22. 

The 60-year-old has limited mobility and relies on having her shopping delivered to her door.

But the morning her Christmas grub was due to arrive, Ann received a text telling her the turkey, sprouts, Buck’s Fizz and chocolate log she had paid for were no longer available. She said no replacements were offered. 

Ms Farrell, who lives in Dukinfield, Tameside, called the supermarket’s customer service and said she was promised a turkey and that it would be sent to her free of charge.

However, when the delivery turned up, the turkey was nowhere to be seen and Ann said other items she had ordered and paid for were also missing. 

She was told it would take three to five days for a refund to be processed, leaving her with no cash to buy her Christmas food elsewhere, she said. 

Ms Farrell said: ‘I was crying my eyes out.For it to happen once was bad enough, but for them then to promise to send a turkey and it not arrive is terrible.

‘No-one would want this to happen to them at any time, but for it to happen at Christmas is awful. I’m really, really angry about it. It was so stressful.’

Her sister, herself recovering from a broken leg, offered to cover the cost of a replacement turkey and managed to find one on Saturday after spending the day trawling other supermarkets. 

Ms Farrell called Iceland's customer service to rearrange the delivery but when it came the turkey and other items were still missing

Ms Farrell called Iceland's customer service to rearrange the delivery but when it came the turkey and other items were still missing

Ms Farrell called Iceland’s customer service to rearrange the delivery but when it came the turkey and other items were still missing

A spokeswoman for the supermarket said: ‘Iceland has a great track record of product availability both in-store and online, and we accurately and efficiently deliver shopping to the vast majority of customers.

‘This is reflected in the numerous accolades we have won for our online service. On the rare occasions when we are unable to meet an online order in full, our trained pickers will select the most relevant alternative or offer the customer a full refund for the unavailable products.

‘We can confirm that Ms Farrell has been in touch with our customer care team who have arranged a full refund for all the items that had unfortunately sold out, as well as refunding her 10 per cent of the total value of her order.

‘We can only apologise for the inconvenience and disappointment caused.’ 



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