Rivers Australia Reviews 230

The most awful experience. They mislabelled the address on my package, sent zero shipping updates (not even a purchase receipt) and then put all of the work on me to find out what had happened to the package. I sent them a rundown with screenshots so they had everything they needed to follow up and re-send the package – but instead, they simply issued me a refund and closed the support ticket. I have no idea how they get away with operating in this wau.

Dont buy for here at all costs, i have order on the 27 June and today is the 12 July yet not heard anything about my order no 9855815 . Pathetic excuse of a company and should not be business at all. This is my first purchase and it will be my last!! Avoid wasting time here and take your business elsewhere. Disgraceful entity! Called the head office so waiting to see if my order will be sent out or they will cancel, dispite them having stock online! How are they allowed to operate in Australia.

I ordered six polo shirts from Rivers Online on 12th May. The first issue came when I was trying to pay for my goods. I entered my credit card information and hit the button finalise the purchase, and I saw a spinning circle for a couple of minutes that then timed out with an error message. So I tried again and the same thing happened. A third attempt did work, and I was told that my order had been accepted. I then received an email confirming my order and payment details.

At the end of the month, when checking my credit card statement, I realised that I had been charged three time by Rivers (who are actually listed as Noni B on the credit card statement.) What must have happened is that when I clicked the button to place my order on the first two attempts, the charge was made to my card but the actual order was not generated. I contacted my bank and they are disputing the two additional charges with Rivers.

After placing the order, I waited for about ten days and still had not received confirmation that the items had been dispatched. So I contacted Rivers who sent an email reply saying that there had been a delay. I waited another week with still no news. After 25 days with no news I asked them for a refund, and received no reply. Then, exactly one month after I placed my order, I received some of my goods from Rivers. They never sent an email to say my shirts had been dispatched, I just received a parcel. The problem was that only four of the six polo shirts had been shipped. Of those four, one of them had a hole in the back. I haven't bothered reporting this to Rivers as they are just too difficult to deal with.

I contacted Rivers to ask what had happened to the other two shirts. They told me that there was a delay in shipping the other two. Another week went by and I asked them to either send me the remaining two shirts or refund me. Rivers replied saying that they would investigate, and promised to get back to me within "48-72 hours." That was nine days ago and I still have not heard anything from them.

Two days ago I sent them another email stating that I had not heard back from them despite their promise to contact me within 48-72 hours. I asked them to give me a confirmed shipping date within 24 hours, or process a refund for the two missing shirts. I have not received any reply at all from Rivers.

My order was placed more than six weeks ago and is still not completed. Rivers themselves have decided to ignore me in the hope that I will grow tired of asking and just write the missing shirts off. They have no interest in either delivering them or refunding me. They have simply stolen my money.

Rivers online is actually a huge bunch of third party stores working under the Rivers umbrella and none of the stores seem to communicate with the buyer or each other. I placed an order and after a week I still had no order confirmation or shipping info or any information at all emailed to me. I emailed customer service asking for an order confirmation and an update on delivery and they sent me back a tracking number and shipping company and the tracking number didn't work. I emailed them back saying the tracking number was wrong and after 3 days I got a response saying the shipping company was incorrect. The courier company was one I'd never heard of before and they hadn't updated the tracking info beyond 'parcel received' nearly two weeks earlier. I contacted the courier company for a more recent update and they said it was due today. Today I did receive a parcel from them, containing only one of the things I'd ordered. I called Rivers to find out where the rest of my stuff was (I was asked for my order number which I still didn't know because they hadn't told me) and the man I spoke to was the only helpful part of this whole ordeal. Basically every third party company sends stuff separately, with different couriers. He told me one of the items I bought was actually out of stock and in the past they would automatically refund these but now they have to get customer approval, so if something you bought isn't available they expect you to wait around indefinitely for it to come back in stock or wait until YOU contact THEM. I asked for a refund for this item and I have received it. All of the rest of what I bought has been sent from another place by another courier company and he sent me the tracking info which was much more detailed this time. This order is currently on route to me. I'm glad I will at least get the rest of what I ordered but it wasn't posted by Rivers until 10 days after I placed my order. You can't get away with that length of postage delay on Etsy, let alone a huge chain retail store. Their delivery system is a mess and makes no sense. I shouldn't have needed to contact them four seperate times for basic information. The online store shouldn't exist and I'll never use it again.

slow post poor tracking still waiting for when it will be posted 2 weeks now, not a finance company guys need my order did not send shipping and tracking

Following is what I received after requesting to change/return shoes (boots) as they were damaged.

Thank you for contacting Rivers Customer care. 
All Final Sale items (permanent markdowns) are not able to be returned or exchanged for change of mind for both instore & online purchases. This also applies to change of size.
These terms are advertised in our stores, online and on your invoice.
Unfortunately as you are returning a Final Sale item we are not able to refund you for Rivers Men's Leather Dress Boot. We are also not able to return this garment to you.
We apologise for any inconvenience caused.
If you have any further queries please do not hesitate to contact us.
Kind Regards,

Riolene

Rivers Customer Care

Purchased online and heard nothing back... emailed, heard nothing back.... emailed again, heard nothing back. Tried calling? Why is their customer service number disconnected? Ok, starting to get very concerned so lodged a Paypal dispute... emailed again.... still heard nothing.....
So much for buying from big companies!!

Never ever buy from rivers online. And their third party products. I didn’t get a refund for a faulty robo vacuum cleaner and they refuse to refund. I would have read the reviews before buying from rivers.

Don't order from Rivers!!!
They take your money then don't dispatch (probably out of stock) and tell you NOTHING!!

Nearly two weeks and have only received one article of my order a filipino woman rang me when i complained via email and said it was on its way still not here

I ordered an online order 6 days ago. I have no followup with rivers. I contacted them today and was told that it was still in the warehouse being processed and could take a few more days. I asked to speak to a supervisor. Ignored. They say too much work. Employ more people and then there won't be too much work.

I recieved a $100 voucher for Christmas for RIvers that I tried to use online. For whatever reason, the voucher didn't work. I sent through an enquiry online and waited patiently. No response.

I followed up a couple of days later. No response.

I followed up a week later. At this stage I was pretty frustrated, since the voucher had been paid for. Rivers had received the $100, yet were not allowing me to use it purchase anything. Yet again there was no response for well over a week.

Finally I received an email, where they barely apologised, even though I had expressed my frustration. And they asked for a photo of the voucher. I sent that through the next day. It has now been 5 days since then and they still haven't gotten back to me. This has now been a multiple week experience and a colossal waste of time on my behalf and I STILL haven't been able to use the voucher.

I wish I could give no stars! I have been waiting two weeks for my order. I contacted Rivers via email as there is no phone contact. The response took 4 days and simply outlined the ordering process. There was no reference to my order at all. This is the worst service I have ever encountered. I would highly recommend you shop elsewhere. Frustrated and Disappointed

I too am frustrated with Rivers customer service. And why have they deleted their customer service phone number?? I've been waiting 2 months for my order and have contacted at least 3-4 times asking to cancel and refund my money but they keep responding that I need to be patient. I don't think so. This is unacceptable!! I'm willing to join a class action if there are enough of us to do so.

The online experience terrible, order took 2 weeks and they forgot a pair of shoes and never refunded me , even worse 3 of the 4 pairs they sent were the wrong flipping sizes. No phone number, in store staff useless not willing to help

As has said before, I wished I had read the reviews here before purchasing. I just assumed Rivers was a big Australian company, and would be reputable. WRONG!! Like most of the reviews, I purchased something for Christmas. Expected it a week later. It didn't turn up. I contacted the company and was told be patient, I would be notified when the item was shipped.
Fast forward two weeks, I contacted them again. This time I was told that the item was shipped two days after purchased, but couldn't be delivered, and was given a tracking number. I checked that racking number. The package did more travelling in 2020 than I did!!! It seems it went all over Qld. I live in Victoria.
I again contacged the company and asked how the item was sent to Qld and there did that address come from. Crickets!!!!!
I have contacted them again, but after reading the reviews, I don't expect a reply.
Sigh. .....Next step - PayPal.

Redacted version; I Ordered and paid for item ($749) on 17 Dec 2020 4pm. Guarantee 3 day delivery. After 2weeks and still no delivery I was given a tracking number told to contact delivery service myself as my item was delivered 16 Dec (the day before I ordered it) delivery company were excellent and confirmed they had not been given any consignment for my order as at 12 Jan 2021. So i contact rivers again 3 times (No response) then today tell me it was a mix up and lost in transit. - how you loose an entire outdoor lounge setting is beyond me! I escalated my PayPal dispute to now a claim SO they sent me an email telling me to withdraw my pay pal dispute so they can pay me but due to delays the money will not be refunded for "some time" such bad fraudulent service NEVER AGAIN will I order from them. Shame as I used to buy alot of their brands online. However I will not give up, as i posses the legal knowledge and skills required to chase this rabbit till the bitter end, with the possibility of legal fees being added to original claim. I am most happy to "play the game". After reading all these complaints I am starting to think "Class Action" also as a sideline, is anyone else as perplexed as I am as to why there is a tick box 'let rivers know about your review' its not like they will respond until crunch day of a claim.

Never ever order from this company!!! They will not ship your item! They give you order number but you cannot track and trace your item! You try to talk to them, everyone tells you that it’s either they don’t know or they system is down they cannot locate your item,!

Do not do online shop as wait months and they do nor answer your emails worse experience ever will never shop Rivers again.

The online service is a terrible, most items not available in store to do click and collect so only option is delivery. It takes them ages to pick the order, they have no correspondence to confirm order received etc the just hide behind the small print. Do not use this service!!!!