River island Reviews 5,407

I had a lovely shopping experience yesterday, at the Staines branch of River Island.
I had not visited before, and I had an item I had ordered online which was not suitable.
I was happy to exchange rather than refund, and a lovely lady, Jeanette, was most helpful, in fact, more of a personal shopper!
She found several garments in my size to try on and off I went to the dressing room, which was spacious, clean and private. To my delight, 2 of the 3 items were suitable and a refund/exchange was quickly given by another charming lady at the paypoint.
I was most impressed by their friendliness and willingness to help.
PS I am a female - just using my husband’s email !

Absolutely appalled by the service from this store. I purchased some dresses for my sister to try on for a trip we are taking in March, she was shopping with us but had to leave early, an I assured her I would find her something to try on so she didn’t miss out. I chose River Island as we were looking for something glamorous and chose two dresses from the sale as it was all sparkly festive wear. There was no tag on one dress but the cashier noted this on the receipt. I brought the dresses home and she tried them on. One she didn’t like and one didn’t fit. So I packed them to return with the receipt the next time I was in town, which was three days later. One dress was accepted for return but the one without a tag wasn’t because the manager on duty said it had been worn. Obviously I know the dress hadn’t been worn by my sister as it didn’t fit! Which means the dress must have been worn by another customer then returned to store before being placed on the sale rail for me to purchase. I’ve escalated this to customer service, as it’s an £50 dress, and have still been refused a full refund. I know people do this sort of thing all the time, and if I had worn the dress I’d just hold my hands up and admit defeat but I am so annoyed at the thought of being sold a used item and then being told I have worn something I certainly haven’t is just beyond infuriating. I’ve never had such a poor experience in retail before and am not letting this go.

I have placed multiple orders recently as River Island seems to be on the up in terms of choice and design (although doesn't look so great in store) and makes a change from my usual Zara orders - each time order has arrived promptly and customer service advisors always helpful and prompt response. Seems to be either one or five star reviews but I guess mediocre experiences don't warrant a review!

I ordered 7 jackets and had two missing jackets. I reached out to them. RI asked about pick sheet picture / the paperwork from the parcel. I sent it to them. They claimed that on the paperwork is the right amounting items therefore… I’m lying. They claimed they sent everything and no - parcel wasn’t damaged or anything like that. I reached out to them again only to be asked to fill the form that evri hasn’t delivered my parcel! They delivered but apparently RI is blaming them and lacking any responsibility! It’s been 2 weeks and I still get any replacement or refund. DONT EVER ORDER FROM THEM

I was visiting a city recently, popped in a RI store and saw an item I wanted but not there in my size. An advisor helped me purchase it online using my RI account. as I was being assisted by a shop advisor it went through on my online account as a store payment. Anyway the top arrived but didn’t fit so went into my RI account on the app to return it. However although the order was there in the app, it wouldn’t create a label. I contacted customer service who told me return labels couldn’t be created for in store purchases. I explained this was an online payment, not an in store purchase it was just being classified as a store payment on my online app account. It’s appearing in my orders on the account on the App. Anyway I am not sure was it a bot or not but the answer was effectively tough our system cannot handle such a complex (eye roll) scenario. I was told I had to go in person to return. Many times I tried to tell the human / bot that I do not live near a store so this was not an option. Could I post it back ? Could I be sent a label? I asked for this matter to be escalated and the response was initially hopeful - yes post it back via free post to our warehouse. Great - off I went into the post office to create my return but the lady said the address was not complete so she could not guarantee it getting there, plus it was a UK address (I live in Ireland). Back to emailing RI again..asking could I get a full address and asked was there an Irish address instead maybe. I received back the exact same email reply as the first. Then I got a response which was totally unrelated to my issue (? Bout a faulty item) . I emailed back and got another email response that was identical to the original email with the incomplete address. Again I tried to explain the address is not complete and I am being charged a huge fee to send to the UK and could not post to a warehouse in Ireland. Lol again another identical email response as the other two ones with the incomplete address. So it’s clear to me river island has complete disregard for their customers. They are obviously using AI to deal with customer issues. It’s not working, as a result I have a top that I cannot return and despite emailing them over the course of the last 4 weeks I have never had a human interaction just the same emails on loop. I am at the end of my return period now,,So RI happy to take money off customers but in turn provide no back up or support. They have no problem using advances in technology for their “customer service” but cannot fathom how to get technology to create a return label for an online order that was paid “in store” rather than “online”…appalling and backward treatment of customers not to mention their replacement of humans for customer service jobs and use of AI

If I could give this brand less than 1 star I would!!

Made an order on 19th January for 1 item. Estimated delivery date was 23rd, email on 22nd to say order had been dispatched and could collect the very next day.

Went to the store the next day having not received “you can pick up your order” email and was told order wasn’t there. I was like ok; it was only an estimated delivery date I’ll come back in a few days time.

Returned 25th- order not there, staff had no idea where it was and told me to come back in a few days time as order was likely in transit.
Returned 27th- order still not in store, still no delivered confirmation email and tracking on my order in the app was unavailable.

I’ve now made two unnecessary trips to the store.

Contact RI online through the “contact us” button, explain the situation, got asked a million questions before I was told my order WAS infact in the store but the assistant couldn’t provide me with proof of that and since I had no delivery confirmation I did not want to go to the store for another waste of my time.

I asked for a refund. I was told “sure madam, we can give you a refund. But we need to find your item, return it to the warehouse and once it has arrived, been scanned back in we can then issue a refund and that could take up to 10 days to clear”

Are you joking? I’ve waited 10 days for my order that you appear to not even know the location of, you want to send it back to the warehouse (which let’s be honest if you can’t even locate it would be very difficult to do and time consuming if by some miracle you locate it) and then you want to make me wait 10 days??

When I KNOW FOR A FACT that if the item was in store and I collected it and then changed my mind I could take it to the till for an instant refund that would clear in 3 days.

After having this argument with the assistant they simply logged out and didn’t reply to my messages. I contacted them on instagram and several other platforms and I’m now behind ghosted by them.

So as it stands. I have no order, no refund, I don’t know where my order is or if I will ever get my refund.

I cannot go to the store due to caring for a family member in end of life care so this may never get resolved.

This is absolutely shocking and this brand wonder why they are having to close stores left right and centre.

I don’t want special treatment, I’m not asking for anything out of the ordinary I just want my money back for an item I purchased online. Simple as that!!

I have always loved RI. However I have now brought 2 pairs of jeans and both have had fabric faults and split in random places.
Unfortunately my first pair were over 6 months so I could not return. My 2nd pair, purchased 2 weeks ago have now developed a huge tear at the front. So now I have to worry about the store conflict obtaining a refund.
So disappointed as the jeans fit beautifully, but they just do not last.
The fabric is clearly low quality and I’m disappointed that I’m now going to have to find somewhere else to buy jeans, which we all know is difficult.

There refund policy and customer service is terrible! I ordered an item to be collected from a store but was not able to due to unforeseen issues. It was returned 18 days ago . Up to now there is no confirmation email to say it’s been received in their warehouse and when my refund will be processed! I’ve contacted customer service three twice, once on a chat and once by phone . All told different dates about when I should expect a confirmation email and how long it takes for a parcel to reach their warehouse . These dates have come and gone and still no refund .
I think it’s unacceptable in this day and age for a refund to take so long and to treat customers like this!
The only well known store that takes this long to process a refund !

I wanted to return a pair of Jeans ,but as the label was missing,they could not offer me a refund or store credit,the person behind the counter was rude in her response.

Placed an online order on 23rd December and still have not received it. The story is that it was sent to the wrong store however I have spoken to customer services 4 times and requested twice that I have a call from a manager however I am still waiting. Been into my local store who have also not been able to help as this is an online issue. I would now just like a refund and not interested in receiving the items. Shocking customer service all round. Will not be ordering from here again.

I ordered one jeans in december (in store) and I’m still waiting. I went to to the store and they gave the e-mail of Costumer service. I get the Contact with them but I spoke to 10 people in 2 weeks and everyone asks the same thing: your full name
And nothing happened!!! don't order from here!!!

They cancelled my order but didn’t send my refund, I have contacted them to get this resolved and they have asked me to send in my bank statements! What business thinks it’s of to ask a customer for their personal bank statement, they haven’t even provided me with a receipt or any evidence they haven’t made my refund, just keep telling me the date they refunded it! Absolutely shocking service!!

Customer service is non apparent. Do not buy online from this brand they steal and change your details without your knowledge... Further if you if you wish to close an account as said there is no option online when you log in. So, they provide a 'customer service number'... NO HELP WHATSOEVER

Utter crap! Got a top
For crimbo in the wrong size, its a large and wanted to swap for a medium same shirt. Manager wont let me swap as its past 14 days even with the gift recipet. I think that is shocking! Not like im asking for my money back i just want the right size. Wont be going there again utter crap customer service.

Placed an order on 26th Dec 2026- I have still not recieved my order and they will not refund my money. I have sent numerous emails to customer services but I am getting nowhere. The parcel was with Inpost who would not deliver the item to the selected pick up point despite tracking showing they attempted this 6 times. RI customer service said they would put a 'stop and return' on the parcel and they would xome back to me when they had an update from the carrier. At this point my refund should have been issued- it is not appropriate for them to withold my money whilst they 'wait for an update' from their carrier.
After no further contact from them I chased this up to be told the parcel was now out for delivery again (despite tracking showing the parcel was back with the sender?!?!) And would definitely be delivered by the end of 17/01/2026. It is now 18/01/2026 and guess what?? No parcel.
I have shopped with River Island for decades but this experience has been really disappointing. It looks like will have to place a claim via my credit card company and take my business elsewhere!!

Fashionable and high quality clothes at good prices

Your customer service is a disgraceful I have been waiting for a month for a refund I have phoned several times with no success I have got a email saying that they received my return

Avoid like the plague!!!! I ordered a bag bundle online. The bag arrived with the purse missing. When I contacted R.I I was told I have to return the whole item before I could get a refund and then I would have to reorder and I would have to pay for the returns!!!! I explained I was off sick from work with H.G in early stages of pregnancy and this was unnecessary stress and that wasn’t possible so could they send the purse out to me or refund the difference I was told no and they could no longer help me. I escalated it to a managed Rene who sent me one email saying the same thing and then when I responded to her she completely blanked my emails. Now I’m stuck with loss of money. Extremely bad service, disgusting poor customer service even when escalated to “management”. There’s no point asking to speak to manager as all they do is ignore your response! Rude shoddy services

My husband bought me a coat for Christmas I tried to return it yesterday I was 4 days over return period I explained I had been really ill from before Christmas and yesterday was first time I could go out. The young gentleman I spoke too went and seen manager and came back and said there was nothing he could do . I phoned customer services where a a lovely lady called Naga said I could return it. I went back into the shop where I had the worse experience I have ever had with any sales assistant I told her what customer services had said she just ignored me and continued to count jewellery I again phoned customer services where I asked the sales assistant to speak to them and very rudely I was told by her she didn’t speak to anyone on the phone I then asked if she was manager she said no , so I asked her to get manager . The manager did speak to customer services and offered an exchange and he did apologise for rude member of staff . I did not see anything to exchange coat for in honestly I was so upset by the experience I just left . I am stuck with a coat that doesn’t suit but better than going back to Rivet Island in Braehead now it is obvious why their shops are closing customer services like this and rude staff . I will stick with Next great returns and customer service

I was in the Liverpool store this afternoon (10.01.26) and was extremely pleased with the service I received from a young lady named Grace. She went above & beyond to help me find an item which was perfect for my needs 🥰