If only I could chose zero star! I made a purchase online 3 days ago for items on SALE. They were available online, I paid and I received the confirmation email.
I just received an email telling me that the order has been canceled due to "unavailability"! After receiving payment and confirming that the order was going to be soon dispatched!
If I knew I wouldn't have chosen to buy gifts to my family from there as I could have benefited from the SALE elsewhere from Zara or Mango which are actually far more committed to their customers. What a shame

Shocking refund policy!
I purchased a pair of men's trousers online, in the store, with the help of the shop
Assistant as the store did not have the item in the store.
She mentioned that the item could be returned, as normal online purchases, for a full refund, if it was not suitable.
The item did not fit and so I returned it, via mail, at my own cost, using their labels etc.
It took approximately 14 days for River Island to send me a notification and a GIFT CARD in lieu of a refund to my card!
Apparently the store assistant failed to inform me that if you make an online purchase in store, you have to return it TO A STORE to get your refund.
This is outrageous!
Last time I ever purchase anything at River Island. No wonder the High Street is dying!

My first and last time ordering from RIVER ISLAND! I purchased 12 items totaling $553 only to receive all but 4 items! Very frustrating to have waited for these items to not receive my whole purchase. When I contacted RI they told me all the items said they were sent which again they didn't. They even sent me a small box that wouldn't be able to even fit all my 12 items inside which is how I knew even before opening it that items were missing. Anyway they dropped the ball and to accommodate me only gave me a coupon for express shipping which still didn't work! If you don't want to be inconvenienced I would recommend NOT ordering from this site.

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.

Very disappointing shop and costumer service! I made two orders on their website totalling 150 that have to be delivered outside UK, orders were supposed to be delivered on the 25th June, just one of the parcel arrived and the other one has been probably lost. Customer service have no idea where my parcel is and they don't want to contact DPD. They don't even offered a refund! This is ridicoulous you don't care about your costumers, I will never order with them again

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 ordered from them 2 months ago and still haven't received item and contacted customer support to no avail cause they don't answer and i have been asking for a refund now

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.

I had purchased 4 items from them and did not receive the full package. After a lot of back and forth l, the customer service replies that they are not responsible for the incomplete order.

Do not order from River Island UK as they do not know how to the do DHL returns. I order from UK companies all the time and returns via DHL are no problem if the company knows what they are doing. River Island does not. They do not have the correct links so I could not sign up for DHL pick up (getting anyone at DHL on the phone is impossible so don't even try). So I took the package to DHL drop off who would not take it because even though I had DHL return labels provided by River Island at the cost of $15.00, I did not have return invoice for customs. DO NOT ORDER UNLESS YOU ARE 100% certain the item will fit. BTW, UK clothing runs small compared to US.

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!

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.

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!)

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.