Ordered 2x shirts on the 29/3/18. Living in Australia I expected there would be an extended time on international shipping. Expected delivery date was 10/4/18. Nil package as of 12/4/18, sent multiple emails to follow up. Dealt with multiple employees over the course of a week to follow up on the SAME issue however was given with the standard reply of asking me to check my local postal service on the package (which I did twice)... despite an invalid tracking number provided from 'track this order' button on the RI site. Staff unable to provide me with any further details saying the package had "left the UK". Finally resolved as of 17/4/18 - refund given and generic apology sent.

Ordered four items online but they all had to be returned as didn't fit. Returned by post and got an email to say three had been returned. Queried this on live chat to be told that one of the items had been worn and washed so would be returned to me. I couldn't get it on so how could I have worn it? The thing is, the item (jumpsuit) was absolutely lovely and in perfect condition as far as I could see, I was gutted that it didn't fit. I am absolutely baffled as to what has happened here but all I know is that I am £30 out of pocket and not happy. Reading all the other bad reviews for them I see I am not on my own. I spend £££'s in store for the whole family but I won't shop there again out of principal. Arrogant, rude and unhelpful company, they are a disgrace.

You never know how poor Customer Service is until you need it. I've ordered from River Island plenty of times without incident. However, last week (Sunday evening) I placed an order for one item which was listed on sale for $45. Hours later (Monday morning) I check the website and find the same item listed for $30. My order hadn't been processed or shipped so I signed into my account to attempt to cancel the order. There's NO option to cancel an order on their website. It only states if there's an issue to contact customer service. I filled out the submission form and waited to hear from someone. The next day I hadn't received a response. However, my order had now been processed and shipped. I submitted another Customer Service submission form to see if they could help me. Again, NO response. How unprofessional! I'm really disappointed that nearly a week later I've still been ignored. If anyone reads this it's regarding order # *******.

I had placed an order of 2 bags on 10th of August, 2017 but failed to receive it. However after one month of following up with River Island team, I was very conveniently informed that my parcel is declared lost & it has reached the warehouse on 13th of September, 2017 (After my mail on 13th September, 2017, Indian time)

Could you please explain me that how is it possible that the parcel did not reach to me in more than a month but reached River Island ware house in less than 24 hours?

How do you even expect customer loyalty with such irresponsible behavior? This is so irresponsible, I have been waiting for my order since a month and now your team is informing me that the parcel is declared lost.

Worst customer service ever. Bought a pair of sandals for my daughter and the strap started to give way, one store offered an exchange but they didn't sell kids clothing so took them to another store who said they did not believe it was a manufacturer fault so in other words they were accusing me. Rang customer service helpline who suggested that I send the sandals to them? What for to be told the same over again and end up with a pair of sandals that are no good.

I ordered a pair of shoes online and they came in faulty, but I went to my local store and the girls were sweet, lovely and they actually advised me to order a new free of charge and collect it from their store next week Thursday. The shoes came in 3 days earlier then they were supposed to and a new replacement pair was perfect

The girls apologized and were really nice and professional

I love River Island in Blanchardstown, Dublin, amazing staff, always helpful and will solve your problem

I had the same issue in the past, I bought a pair and they were faulty, the faux leather cracked after wearing it the first time so I brought them back and the girls gave a new pair

This is why I love this store, they will always help and you do not have to worry if something goes wrong as they will do their best to make you happy

I ordered a dress on the 24th April and was sent an email on the 26th saying it had been dispatched. I was told on 2 occasions the dress will arrive on or before the 8th May. The 8th May arrived and my dress did not. I contacted river island and was told that I should wait double my delivery time and if it didn't arrive contact them again. The 22nd of May being the new delivery date. It is now the 22nd May and my dress has still not arrived! This is unacceptable, do not purchase from this site if you wish to get a product which you paid for.

I ordered some clothes which included a crop top and pencil skirt set. When I received my package I tried on the set together. The top fit but I oredered the wrong size for the skirt. It was way too big, about 2-3 sizes too big. When I went to take off the skirt I grabbed the side of the waist and felt something wierd. When I looked there was a tear/rip on the seam where the elastic and fabric meet. I know for sure that I received this item damaged because the skirt was so large that I didn't have a struggle pulling them up and on or off. I barley handled that skirt. So I emailed customer support and they told me that I have to pay to ship the item back to the UK and they will see about reimbursing me the shipping cost if they come to a conclusion that the item was shipped damaged. That right there is the most ridiculous solution for a customer who spent money and received a damaged item. I live in Orlando, Fl and last time I checked it cost over $100 to ship overseas. I loved Rihanna up until this point. How could you let your company treat your fans like a door mat? This sailor has jumped ship! F you NAVY! You will never see another cent from this gyal! I will do my best to let as much people know about this horrific experience. And because I have no choice but to keep the damaged item, I am going to set it on fire while filming to show how cheap this company really is and then post it on youtube so it can go viral! How you like them apples with your cheap clothing called RIVERISLAND!

I ordered clothes on 18/02/17 online, which had an expected arrival date of of 03/03/17. Until now, 08/04/17, I still haven't received.

After multiple emails to River Island, I received no response. I had to get a friend, in the UK, to call them on my behalf. RI then emailed me a Lost Parcels Form to complete, which I did and sent back.

After following up multiple times with them again (and receiving no response) RI finally wrote back saying my refund request had been rejected with no explanation why.

Im not one to write these sorts of things but I haven't received the order AND they are refusing to refund the money.

This site/company is the worst. I purchased two tops a few months ago and they BOTH arrived defective. I still wanted the items but it had already sold out. I wrote them in a panic since you only have 14 days to return an item for a refund. After 3 days of emailing back and forth, they told me to keep the items and they would refund only one. I was a little upset but figured it would cost me less to have it fixed so I let it go.

Fast forward to a recent purchase I made. I know, I didn't learn my lesson. I clearly ordered from the US site a size 7 boot. When it arrived is was a UK 7 which for those who don't know is like a US 9.5-10. No way it fits me. I emailed them once again and they had the nerve to say I ordered the UK 7 and they would not exchange it. My options were to keep the item or ship it back for $25 OVER what the item was worth that I paid for. I argued and argued but to no avail. They insisted and stopped communicating. This site not only carries defective merchandise but is also unethical in their business practices. They should be shut down.

NEVER in my life have I been so disgusted and belittled with the customer service I have received today at river island Preston Deepdale retail park!

The lady over the counter refused to return a top which I had bought last week and NEVER worn as the tag was no longer attached but was in the bagI then said that is not a valid reason as i know many people return items without the tags attached, she then said the actual reason she can't return it is between herself and the manager and she couldn't tell me however I said I have every right to know the reason the product can't be returned! She eventually told me it was because she could smell deodorant? Which yes I'm sure I would have worn when trying the top on and then taking it back off. She then started giggling to her colleague next to her and tried to involve the customer next to me. So not only did this woman try to make me look like a liar but also tried to humiliate me which is very unprofessional which then made me feel as I was being bullied!

As a loyal customer to river island I find this very poor and I feel I should no longer shop there as when I spoke to the manager from this store she pretty much did nothing!

I was returning the top with the tag in damaged in the bag and also with the receipt. The reason for the top being returned is its too long and I took the tag off before trying it on as usually the sizes are accurate. To anyone reading this I would not recommend shopping there as customer service changes if there is an issue with clothing

WORST CUSTOMER SERVICE ONLINE EVER! I have sent about 8/9 emails now and have received ONE email back saying "thank you for your recent email.We regret to advise that we are unable to change details such as addresses on orders once they have been placed. However, we believe there is still a strong chance that this is delivered successfully to your address. Alternatively, should you not receive this within our standard delivery timescales, we would recommend contacting ourselves for further assistance. Apologies for any inconvenience caused.

I have used river island for years and never had an issue until now. I noticed a glitch in the system when i made my order and it never noted my street number. I emailed ASAP as I could cancel or change my order online (like you used to able to) asking them to cancel or edit the address. I got told the above. Since then, i have watched the tracking, emailed them again, then couldnt deliver, its sent back. I emailed them again, NO REPLY! Nothing, not even to tell me what the process is next.

I am furious! Not even acknowledgment of my emails! Very disappointed and will NEVER use them again! Woeful customer service team!

ZERO STAR - but had to give one just so i could comment! (ps I dont usually this annoyed about things, but they have really made my blood boil!)

First and last time I will ever order from River Island.
Placed an order almost worth of 200 euros, I received a wrong person's parcel, which I returned to River Island immediately. I have to wait for a month to receive back my money for the mistake that the company made, it has already been a month since I purchased it and 3 weeks since I have sent the wrong package back. I have sent several emails that I need my money back to be able to buy new items for the event I will be attending, but it seems like nobody really cares. So no money and no items, let's see when will I receive them back. Pretty disappointing.

I have never known a store like it I had a complaint regarding the way I was treated in store (Liverpool Church Street) I escalated it to store manager. A woman who said her name was (Linda Thompson) could not have been any more arrogant if she tried. I was made to feel like I had woken her up from her dragon pit. I have never been more disgusted. I will definitely not be shopping in this store again EVER. Talk about customer loyalties. She wouldn't know the meaning of the words if it jumped up and slapped her into next week which is what I felt like doing. For a store manager of a big chain company her people skills leave nothing to be desired