River Island

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 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!

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.

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!

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

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.

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.

This website sucks on orders and they take months …they also try to keep your money. Not responsible at all

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.

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!

Terrible customer service & misleading sizing & shipping practices. Don't order from if ur in the US.

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 bought 3 items online. Two were the wrong size and one was the wrong Item. I tried to return the items. I have been trying to return the items for two months. I had to get Paypal involved. Then River Island said they would refund my money if I returned the items. BUT, after repeated requests, they never sent me a return label or even a return address. Now they say they will send me a label but, "We are still awaiting the return labels from our couriers."

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!

I ordered based on their size chart and it was WAY off, item was a tent on me. I paid for express shipping which was supposed to take 4 days and took over 12 days (8 business days). Now attempting to return and there are no return options for US customers, and customer service has been a nightmare. For a dress that cost me over $100 it's not worth it. Will not be buying from them again.

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.

Ordered a beautifully made suit from the UK to ship to the US. Measured using my exact measurements and their sizing guide. Suit FELL OFF of me. I loved the suit so much, I bought it 2 sizes down and ordered right away. Wrote to customer service voicing my re-order and sizing concerns. Rep emailed me back a RUDE email stating they have "never received sizing complaints" (... I'm sure) and that I should just return the outfit on my own dime. Is this how we treat loyal customers? I now have to pay international shipping for a bogus sizing chart?

I had some problems with my return today and phoned River Island Customer desk

Damien helped me so much
Amazing service he is helpful and polite
Made my day before my holiday
Thank you Damien
Appreciated

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!

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

I used to buy clothes from here a few years ago for my daughters but I haven't been back for a long time. I just think the River Island style for women has become outrageous. There is no way in hell I would allow my daughters to go around wearing the stuff they sell. I believe a women should be modest in her appearance and I'm afraid RI ladies wear just isn't what it used to be. Not classy at all.

The worst customer services experience ever. They delivered my item very late so I emailed their customer services team for a refund on my delivery fee. I used the web form on their website to send my request as I couldn't find a contact email address. I got an automated email back saying I could expect a reply within 24 hours. 5 days later I still have no reply. I email again, I contact their social media team, I email another one - all attempts at contact completely and totally IGNORED. It gets to 8 days without any contact and I decide enough is enough. I spend an hour on hold to customer services after being told I'm '1st in the queue' at the start of the call. I speak with the rudest girl with the biggest attitude. When I explain the situation she tries to tell me I've not sent any emails and must have typed the wrong address. When I explained that I used the web form on the river island website - and suggested that must mean their link is broken - she agreed 'well the web form must be broken then'. When I told her I'd also had automated responses from the river island email address she didn't know how to respond, stumbled on her words, and her attitude became even worse. She gave me the email address for customer services - which is the same email address I've been being ignored on - to send a complaint to. I did that 2 days ago now and still no contact from the team - but I have been sent 2 emails from river island requesting feedback on 'how their customer services team did'. It's honestly excruciatingly embarrassing to run a business this way. No wonder river island are going under!

If anyone wants to contact someone at river island - the CEO email is *******@river-island.com - I've contacted him in the hopes that he gets annoyed enough by customer emails that he actually sorts out his company's customer services. Because they are AWFUL. I'm on day 9 and still nothing from customer services except a request for feedback. I'll never, ever use river island again. I hadn't used them for years anyway because of how dated they've become but I figured I'd buy some work clothes. I won't be making the mistake again.

Horrid customer service, ordered items, only to be told the items were out of stock and the order was canceled. Then, they email me saying the order had shipped. I didn't want the order anymore as I had already ordered similar items from a another company. So, then I had to pay $15 to return the River island order. Waste of money and time.

Will never order from River Island again.