I ordered five shirts from the company and instead received a package containing just one shirt, and it was not one of the ones I ordered. When I let the company know and sent them pictures of what I received, they refused to send the correct items and refused to refund unless I returned the incorrect item. However, they refused to send a prepaid return label or compensate me for the mailing expense, and this was an international order.

I returned a pair of sandals in January using River Islands return portal. It was confirmed as received and the email stated I would receive my refund within the next 10 work days. I have never received this and I am still waiting now. I have spoken to numerous "customer service" agents who keep repeating policies to me and not even acknowledging anything I have said about Royal Mail not providing me with a paper receipt as the receipt was sent via ReBOUND to my email. River Island have confirmed an error has been made as my return had not been scanned in at the warehouse even though it's been received yet still refusing to process my refund. Absolute joke and customer service is shocking!

I have been a long time customer of river island. Recently I had an order left in an unauthorised unsafe place, the tracking confirms this with text and a photo. When I got home the goods were not there. Initially customer services were helpful and said they would process a refund. A week later I chased this up and was told they need to start an investigation, which is fine I have nothing to hide but it would have been better if this was actioned initially when I informed them a week prior. I then called customer services 3/4 times in the following weeks as the emails were going unanswered or taking days to get a reply and when I did it seems as if they hadn't read the evidence/ emails and we're just default responding, we are happy it's been delivered. Everytime I called I was told the people answering the emails are only contactable through email and I cannot speak to them (customer services) about it or the people dealing with it or a manager. They are uncontactable to the public. Even though they are not reading the emails properly so I needed to discuss it. Yes you read that right I cannot speak to anyone who will listen or help. After a few weeks I had an email again saying that they are happy it's been delivered (to an unauthorised unsafe place), no refund will be provided (no acknowledgement of the facts) and if it does 'show up' I cannot return anything and they are following up with fraud and authorities (again I will assist in anyway I can with this as I am telling the truth) and no more contact will be logged. I must say I am shocked with the service overall, not only the outcome but the tone of the emails, the level of professionalism via email and calls, the fact you cannot speak to anyone via call and the response times. Their goods are actually great which is why I had been a long time customer but I advise you only purchase in store. I just wouldn't want anyone else to have this distressing situation.

I bought a coat at the Maidstone branch for my 6 year old daughter. We purchased it less than a month ago and during this time the button which holds the fur to the hood came off (so the fur was hanging off). I took it back (not expecting there to be any problems with exchanging it) however, the manager informed me that she wouldn't accept it back as it had been "worn too much".
I'm still not sure what she meant by this as my daughter has worn it for three weeks to and from school (as coats should be!)
There were a few marks on the coat - this is obviously expected from a child's coat but the manager said because of these she would not take it back as wouldn't be able to re-sell it! The marks would have definitely came out if washed! I did not expect this from such a big company and am extremely disappointed that we have paid over £40 for a coat that has lasted less than a month. Had it been say six months I would have been more understanding.

Please becarefully I regret I bought a handbag which I didn't receive. After they blame the delivery.I WROTE THEM AN EMAIL THEY NEVER SAID ANYTHING UP TO NOW.I DID GET MY MONEY BACK.

I ordered some chunky boots for my daughters birthday which i never received, after checking the tracking my parcel was left in my front garden (plant pot) with out authorisation & wasn't secure. I contacted river island & they told me that they did not identify anything that would explain why i didn't receive my order, so the fact that river island find it acceptable for parcels to be left unsecure & unauthorised is very worrying. River island are now refusing to give my money back or send me a replacement (DISGRACE) so had no choice in contacting my bank to explain & they have told me that this is a non compliant delivery as all delivery's must be delivered properly ie, parcel clearly being handed to customer with door open (in photo) or customer authorising parcel being left in a safe place on couriers website & none of these have been complied with so the fact that river island are saying this is SHOCKING. My bank are currently investigating the matter to retrieve my money back but anyone reading this review i would think twice about ordering from river island as they are a (DISGRACE) with rude arrogant customer service advisors!

DO NOT SHOP WITH RIVER ISLAND! I wish it was possible to give no stars for this review. I've been waiting for a refund for clothes returned in July 2023 and its now October 2023! They will scam you out of your refund and go silent - which counts as being fraudulent! I am now going to dispute the original charges with the credit card company. Such a shame cause I've never had any problems buying or returning merchandise from Marks and Spencer, Primark or Zara from the US. Maybe they treat their UK customers better, but one thing is for sure - the US customer service is horrendous!

This is the first time I have ever written a review for a store, but just wanted to thank Caley in the Ayr Central store for being kind & taking the time to help me select some jewellery.
I had bought a new dress to wear on holiday for our wedding anniversary, but didn't have anything to wear with it, as it really needed gold jewellery, which I wouldn't usually wear. For all it was a small purchase Caley was friendly & helpful with advice & ideas.
Couldn't believe she took the time to help with such a small thing, but it was so genuinely kind of her.

As I walked in to the Middlesbrough store, I was handed a scratch card, the scratch card was 15% discount.
I bought several items including a leather jacket.!
Today I sent my so back in to the store to exchange the jacket as it was far too big.! The lady on the till charged him the extra for the coat as apparently the voucher had ended.! I had bought it already so, I would have thought that still stood.! If I bought a sale item and returned it after the sale ended, would I get the full price back? NO absolutely disgusting service.
The online chat is as much use as a chocolate fireguard.
Didn't try to rectify or even bother to deal with the issue, just said the girl was right to charge.!
Anyway I sent him back and got my full money back.!
I spend fortunes in River island and fair to say that's just ended.
It's not about the amount, it's the principle.!
Customer service is RUBBISH.

Worst experience buying online. I order some special maternity clothe for me was waiting for it 4 days. In the morning they send to email saying that parcel all good will be with me today after 15 h text message canceling my parcel because it was damaged on the way. I was waiting for this clothe for special purpose and now all that saying that money will be back in 10 working days. Terrible customer service never again. Lee told me, manager will call me in 4 hours but no phone call. Terrible

I ordered two items from the River Island site, they cancelled one item without giving me any notice. Then they charged the total of two items and refuse to refund. I have to go through a dispute process. Not sure if I can get my money back yet. Be very careful!

Love River Island clothing so comfortable on better than other high street stores know what you are getting also love their sales would not shop anywhere else very stylish clothing also lovely bags.

I was ordering 3 things and I had studen discount and other
Discounts code but wend I applied was not accepted this first then second wend I received my parcel there were missing items verry disappointed my problem was solved even wend I talk to theme by the phone and amail theme never shop again online with theme

I did pay 6£ for them to bring my parcel ok the next day. They didn't brought it on the day that it supposed to be delivered plus they didn't gave me the option to re-delivery they brought that to the store to me to collect it.
Very disappointed with this shop I will not recommend it to anyone.

I purchased 1 item and requested expedited service and paid approx $12 which should take 4 days (per their policy). After 2 days I emailed them; then they processed my item. It actually took 7 days to receive. When I received the item it was a size 16(US) but I ordered a size 12(US) which is the Europe size
(12US=16EU). I returned and had to pay $15 for return which I could not wear and no answer on email. Every time I email them they send back an automated email. Now I am out of approx $27 and no clothes.
I only wish I had taken a picture of the item showing size. I am in no way responsible for this! Who wears an item 2 sizes to big!

After 33 emails and 3 weeks later, I still have not received my refund from River Island for my returned goods. I got an email to confirm that River Island had received my package and that it was at the end of its journey. I followed up 3 weeks after this because I was not issued my refund. RI then said I needed proof of postage, despite the fact I got an email to confirm that they received my return and would process the refund. It is constant back and forth in emails with customer service sending repeated general statements that are not answering my question. I have asked to have it passed to someone senior and they keep replying "I am sorry you feel your query has not been resolved" - despite that fact it clearly is not. The worst customer service I have ever experienced and the fact they will not refund returned items.

They simply refuse to refund even after you provide proof of return. Customer service is rude, each one I spoke to had a different answer. No refund yet again. Contacting my bank and the Ombudsman. Thieves is what they are!

River Island charged me prices at checkout that did not match what I was billed! One of my items was not delivered as it was unavailable and I was still billed for it. IT HAS BEEN OVER TWO MONTHS THAT I HAVE BEEN TRYING TO REACH OUT TO THEM FOR ASSISTANCE AND HAVE GOTTEN EITHER NO ANSWER FOR WEEKS OR THE COMPLETE RUN AROUND. To say the least I am very, very disappointed in this company.

Very poor quality, couldn't wear them out of the house
Their loose comfy black sweatshirt at £18. Another disappointing purchase. Again poor quality!