River island Reviews 5,407

Customer service is severely lacking! Only partial refund received from an online order as they have accused me of wearing one of the dresses. I categorically did not wear the dress! I was told someone would call me no one did. I called again to be told no one calls customers! I can only email a complaint!

Love the Products and Service

Visited River Island Trafford Centre on 6th March. I didnt have much time as i had to be back for school pick up. I knew what i wanted and the lovely lady on the till was up and down the store helping me find the items i wanted to purchase.
She couldn’t have been anymore accommodating. I was able to purchase all of the items i needed and she even helped with accessories to match.
Thanks for making my day less stressful and more enjoyable Becki Wills/Wilson.
I asked for her name so i could leave a review she smiled and wrote her name but im not sure if i have read her surname correctly. Thanks again for your help.

Great service from Katie in my local Carlisle branch! Very polite and helpful 👌 🙂

Usually ok but getting a bit overpriced.

Discount for new customer not recognised. Placed order as limited stock. Chat with customer services was painful. Wanted screen shots of everything and all details again not just order number and after 25 minutes (!) told I’d be sent another code to use on another order. There won’t be another order. Unbelievably awful process and service. Obviously their brief is to make it difficult to customer so they do t have to give promised discounts

Absolutely shocking made a purchase online and received a bag that wasn’t like the picture on their website - traveled out to a store hoping to sort issue out but all they can do is apologise or offer a refund. Very inconvenient & false advertising!!

Staff chatting amongst themselves! Ignored me when I greeted them. Lady at the till was lovely! Quite disappointed to be honest.

Still waiting for a refund. Items returned on 4th February. Not happy.

I was given a 20% off voucher for my birthday by RI to use on one item in my basket. I ordered a jacket in size 6 and 8, kept the 6 and returned the 8 but the discount wasn’t applied. It took 3 attempts at contacting Customer Services to get a coherent reply. Apparently the discount had been applied to the size 8 jacket which I had returned so wasn’t applied to the size 6 I kept. Totally ridiculous as the voucher was for the highest priced item in the basket…I asked to make a complaint and was told this would be escalated and 10 days later I have still not received a reply. The staff in store are always very helpful but River Island you need to take a look at your dreadful Customer Services department and how you treat longstanding customers. The standard is below appalling.

River island robbers
I ordered next day delivery has not arrived called customer service
She did refund postage but said it will be with me tomorrow told her that I bought it for holiday and I am away from 7 am tomorrow I won’t be here to pick the parcel up so what will happen
I have 70 pound for something which I now don’t know how I am going to get back
She kindly put me on hold to speak to a manager
AND THEN CUT ME OFF
Absolutely terrible service
Well done river island you have exceeded yourself

Good service

I’ve used river island for years and years especially for jeans.

Sometimes I’m in between sizes moreso leg length and like this week had to return some. As always quick refund process and money in my bank in 2/3 days.

Do now have to pay for returns but I run a business and get this in this day and age with expenses so much higher.

I have been shopping in RI since it changed from Chelsea Girl back in the 80’s. I am absolutely shocked and disappointed that the ladies changing rooms are now gender neutral 😡 I find this really inappropriate and unsafe for women or a women to be in the changing rooms, like I could of been last Saturday in Chelmsford. As I was walking towards the rooms at least 6 men walked in. I obviously didn’t go in. I was physically shaking when I told a member of staff and her reply was simply “They’re gender neutral” if you don’t like it, use the children’s!! I can promise you I will never buy from RI again. How can it be a safe, relaxing and comfortable experience knowing there are men in the next changing room to you. I honestly think some men would feel it inappropriate too!!! One Very Unhappy X long term regular customer 😡

Spoke to Thimna on their online chat about a gift card purchased online - absolute useless is all i can say!! id have got more help or answers that make sense if i through scrabble tiles on the floor.

I ordered some products online and after I’ve been notified that one of the item purchased it is out of stock and I will get my refund. I was waiting 2 weeks and after that, I’ve started to contact customer service. Few emails chain and all the time as I was getting a standard reply to it. Still didn’t receive my money back. Very disappointed!!!

I have had so many issues with one order and trying to get my money back. I brought 7 dresses (one wasn’t in stock and I got sent 6).

Sent back 5, only being refunded for 4! Used Royal Mail to return who actually trashed my order and sent my return BACK TO ME. This was then damaged. I tried to use the online chat and that was awful and not helpful. Accused me of ruining the clothes. I sent all my photos and evidence of the postman bringing the parcel back to me. I then spoke to someone who was a lot more helpful. Cancelled my return and I resent the parcel back.

I then just got my refund confirmed but they have refunded for 4 NOT 5. So I am yet again chasing to get this sorted. They offered me a 20% discount and to not charge for the returns. But they have charged for the return. AND NOT REFUNDED ME FULLY! I am so tired of having to continually chase them. So will just never order or buy river island again.

1 star for using the worst ever delivery company Evri!
Use another company ffs

I’m disappointed with my recent experience at River Island Eldon Square.

I purchased a top which bobbled at the front after just one wear. I returned to the store as this didn’t seem acceptable for an item worn once, and I expected a refund or exchange. I was told it was “not a manufacturing fault” and therefore could not be refunded or exchanged.

I asked for a clear explanation as to how this conclusion had been reached, as I believe customers are entitled to understand the reasoning behind a decision like that. Instead of providing a clear answer, the manager told me she didn’t like the way I was speaking to her. I was being direct and asking questions because I wanted clarity, not to be difficult which I don't think this warrants security.

The sales assistant who initially served me was lovely and professional throughout. Unfortunately, the manager (Liane) handled the situation in a way that left me feeling uncomfortable. When I asked for both of their names, as I wanted to acknowledge the assistant’s good service. I was told she didn’t feel comfortable giving her name. Security was then mentioned, which felt completely unnecessary given that I was simply asking for an explanation.

I was given head office’s number, but when I called, I was told to pass the phone back to the store, which I wasn't able to do.

I understand policies exist, but when an item deteriorates after one wear, customers deserve a clear and professional explanation.

Very disappointing experience, I think you need to give this manager some customer service training as she was clueless.

Absolutely shocking experience today RI Festival park Hanley.
Manager refused a refund on a faulty top I purchased 4 days ago. The top had bobbled near the bottom of the top and apparently according to the manager this is not a manufactured problem so he refused to refund even with a receipt
I called the customer services and they were also useless. They were only interested if purchased on line of which they would have refunded me.
So the store and online have different polices on refunding.