International Currency Exchange (ICE)  Bewertungen 3’628

Antwort von International Currency Exchange (ICE)

29. Sept. 2021

Hi Sandra,

Thank you for your review and I'm really sorry to hear about your experience. I’d like to look into this for you ASAP - could you please email us directly at icedirect.callcentre@icecurrency.com with your contact details as we don't appear to have any information for you from this review.

Could you please include which branch you visited so that our store management team can complete a full investigation?

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

22. Sept. 2021

Hi Jo,

Thank you for your review and I’m sorry to hear about your experience - I know how you must feel when you’re not happy with the rate you receive.

We try to make our rates as competitive as we can, but we charge different rates because our costs are higher/lower depending on where the branch is. Typically we have very high rent, insurance and cash supply costs, particularly in tourist areas and high costs security areas like airports and travel hubs. This is also why other shops in those places charge more - it’s more expensive to ‘be there’ to provide a convenient service.

It’s unlikely there will be a change to the cost of operating at airports in the near future, but we believe currency shouldn’t be complicated, and everyone should have access to the best possible rates.

While we offer services in convenient airport locations, we always encourage people to buy their currency in advance to avoid these extra charges. You can order from us online and get cash delivered to your door – you’ll find our rates are better online as our costs are much lower. You can also do click & collect if there’s a branch near you that’s easier to collect from.

I hope this helps explain why we weren’t able to give you a better ATM rate at Stansted Airport.

Thanks again,
Lucy

Antwort von International Currency Exchange (ICE)

13. Sept. 2021

Hi Stevaroone,

Thank you for your 5* review.

We're so pleased to hear you were happy with our home delivery service and hope that you will continue to use us for your travel money in the future.

Have a fab trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

13. Sept. 2021

Hi Nick,

Thank you for your review and I’m sorry to hear you weren’t happy with the rate you received. If it’s helpful, I’d like to give you some information about how our click and collect rates work.

The exchange rate listed on your voucher is based on the day’s rate for your selected store. Our stores update their click and collect rate daily before 10.30am, so unless you collect your currency on the same day that you download the voucher we can’t guarantee the rate you receive will be exactly the same.

Usually – if you pick up within 24 hours – the exchange rate will not vary dramatically from those seen online, as rates will only change in line with the financial exchange markets.

If you’d like the certainty of knowing exactly the rate you’ll receive, I’d recommend downloading the voucher just before you are about to use it in-store - it’s really quick to download it to your phone and you can use it instantly.

All our branches try and be as competitive as they can, but we charge different rates because our costs are higher/lower depending on where the branch is. Typically we have very high rent, insurance and cash supply costs, particularly in tourist areas and high costs security areas like airports and travel hubs. This is also why other shops in those places charge more - it’s more expensive to ‘be there’ to provide a convenient service.

It’s unlikely there will be a change to the cost of operating at airports in the near future, but we believe currency shouldn’t be complicated, and everyone should have access to the best possible rates.

While we offer services in convenient airport locations, we always encourage people to buy their currency in advance to avoid these extra charges. You can order from us online and get cash delivered to your door – you’ll find our rates are better online than in branch as our costs are much lower.

I hope this is helpful for the future and that we’ll see you at an ICE branch soon.

Thanks again,
Lucy

Antwort von International Currency Exchange (ICE)

10. Sept. 2021

Hi there,

Thank you for your excellent review.

We're really pleased to hear you were happy with the rates of exchange that we offer and that your currency arrived promptly.

We look forward to being of service to you in the future.

Hope you have a fab trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Caz,

Thank you for your review.

I'm sorry to hear that your order wasn't delivered on the requested date.

Due to the current circumstances, to minimise contact during delivery, Royal Mail are not currently capturing signatures. They should however be ensuring there is someone at the address to accept the item from them.

I do apologise that Royal Mail have not followed procedures on this occasion so please be assured that we will raise this with the team.

We do appreciate you flagging this to us and hope that you have a great trip.

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Roger,

Thank you for your 5* review.

We're delighted to hear you were pleased with the rates of exchange that we offer and that your currency was delivered promptly.

We really do appreciate you taking the time to leave us such a great review.

Happy travels!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Mrs Kaur-Nelson,

Thank you for your fab review.

We're so pleased to hear you were happy with our home delivery service and your currency arrived promptly.

We hope you will come back to us again in the future.

Have a fantastic trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Linda,

Thank you for your 5* review.

We're happy to hear you were pleased your home delivery and the service provided by our customer services team.

We do appreciate you taking the time to leave us positive feedback and hope that you will continue to use us for your travel money in the future.

Have a fab trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Andrew,

Thank you for your great review.

We're so glad to hear you were pleased with our home delivery service and do appreciate you taking the time to leave us positive feedback.

Hope you have a fantastic trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Hugh,

Thank you for your 5* review.

We're really pleased to hear you were happy with our service and hope you will continue to use us in the future for your travel money.

Have a fab trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

6. Sept. 2021

Hi Anthony,

Thank you for your review.

We're happy to hear you were pleased with our service and will be sure to pass your kind comments onto the branch.

Have a great trip!

Thanks,
Lucy

Antwort von International Currency Exchange (ICE)

17. Aug. 2021

Hi Mrs Warden,

We are glad you were happy with the service, we're sorry to hear there was confusion.

We are a currency provider and do not provide a service for Sterling so this is the reason you received a buyback rate when returning the currency to us.

Many thanks,
Lucy