River island Reviews 5,407

Worst customer service I have ever experienced. I purchased a bag exactly 2.5 weeks ago from their Croydon Branch and within this time, it has started deteriorating and the leather is coming off. When I sent an enquiry online, the CSR team asked me to visit in store, and when I visited the store, the staff can’t be bothered enough, no courtesy, nothing. Upon me explaining that I had a bad experience, she was saying one thing again and again, this has never happened with us so we can’t do anything. I told her that it has only been 2.5 weeks since I have purchased, and it has only been used indoor, to which she said, “well I wasn’t there so how can I believe it has been used indoor, it looks like a matter of wear and tear, and made me feel as if I was begging for an exchange. She had no courtesy how to treat a customer. My husband has been a loyal customer of river island and that’s why I thought to give it a try but the Croydon Branch staff is so rude and unprofessional. Would never recommend this service to anyone.

Ordered my disabled child some clothes, all came but jacket, said out of stock and will refund me, never got refund calling daily to be passed on to people so rude,telling me its been sent to my bank never did proven this, they kept saying a manager will ring me never did, so out of pocket now won't get my business again so rude in fact it's theft, upon looking on there site coat is in stock for delivery but no way will I be paying again do not order from these online!!!!also seen replys from RI saying email them ref trust pilot review it gets ignored no wounder they are going under disgusting

Ordered jeans and paid extra £6 for next day delivery and it didn’t happen! Contacted customer service who replied to say that it had been refunded but it hadn’t been refunded. They wanted bank statement to prove I hadn’t received it which I’m not prepared to do. They should know it’s been actioned but obviously not. Anything to avoid paying me out! Won’t ever order from them again as lost confidence in them!

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Placed an order for some clothes which Royal Mail opted to leave unattended on my doorstep without any permission.

Extremely disappointed, awaiting a solution but advised it could take 5 days, not good enough.

Absolutely disgusting service. Disgraceful and will be reported to trading standards!

Purchased several items and a cost of approximately £60 each.

Kept three items and returned the rest as they did not fit.

River Island are now refusing to refund a £60 dress because a fabric belt was missing. This was their error, as they failed to send the belt to me!

I spent £150+ on the items I kept. I can assure you I would not need or desire to keep a cheap fabric belt!

Disgusting service and terrible after care. No wonder they are close to going out of business.

Charged postage, and item received faulty. Then no resolution in good time so reordered the item to secure a replacement, having to pay postage again.

Then charged or the return of the faulty item!!

Useless customer service, a week between email responses. Chat slow.

Do better River Island.

Visited White Rose Store 28/8 fantastic Customer Service from the young man on Till 212 at 19.59. Didn't get his name but he's a credit to you. Polite charming and very engaging.

I recently ordered a dress from River Island but decided it wasn’t to my liking and returned it the same day I collected it from the collection point. The return was tracked and should have been straightforward.

To my shock, I then received an email from customer service claiming that the dress had been worn and smelled of perfume. I responded immediately, explaining that I had returned the dress within hours of receiving it and could not possibly have worn it. While I had tried it on briefly, it was for less than five minutes, and any perfume scent would have been minimal and unavoidable.

Despite this explanation, I received no response from customer service. I then contacted your online chat support and spoke with an agent named Byron, who was unhelpful. He initially told me to wait 72 hours for a response, but when I pointed out that this timeframe had passed, he changed it to five days. After the five days had passed, he simply told me again to continue waiting.

This level of customer service has been extremely frustrating. I feel unfairly accused, and the lack of clear communication has caused unnecessary stress. Based on this experience, I would strongly caution others against ordering online, as I will no longer do so for fear that legitimate returns could be rejected without reason.

I ordered a play suit in July, I tried it on and it was far too small for me and really difficult to get on. I noticed a thread had come free and deodorant stains on the top half before I tried it on - clearly I hadn’t been the first to return this. I took photos at the time as I didn’t want to be accused of this. Photos had been sent to customer service clear date and time. The design meant it was very hard to get on. So I returned the item 2 days later. However after MULTIPLE emails asking where my refund was, I was repeatedly ignored and finally had a response to say I had worn it and therefore wasn’t resell-able. Rubbish. If they knew me (obviously not) they would know that the shame of the large not fitting was bad enough let alone being accused of wearing that monstrosity out and then returning (labels still on!) finally today I have received it back- crammed into a tiny bag not folded literally crammed in angrily crumpled up. I will never buy from river island again I’ve been made to feel like I did something I did not do. £46 out of pocket and a play suit I will never fit into. Customer service is SHOCKING

Gold Wide Fit Diamante Strappy Heels
Order no: 102911474
An exceptionally beautiful pair of shoes that look glamourous and feel wonderful to wear, I am a male heel wearer so I bought the wide fit, the shoe length is perfect the straps aren't over tight and they are really comfortable.
I usually prefer buckle adjustment on slingback styles but the elastic is almost invisibly placed on the inside of the shoe, and looks perfect! The only disappointment was that I ordered for next day delivery at about 08:30 on Monday and they arrived at 15:00 on Wednesday.
Very happy with my puchase, thank you.

Great service and items. Ordered next day delivery and received updates along the way and received on time. All items brilliant. Thank you!

Ordered 10 items including suit jackets, t-shirts and jeans and ending with keeping only 1 t-shirt! Every other items were either of poor quality of make, poor quality of materials or just doesn't fit right. The biggest disappointment was not the initial postage tax of 10 euros, but enormous return cost of 28,85 euros!!! This was never stated in their return policy, only there was statement that the return cost will be calculated during return process.
So bad, negative and expensive experience I've never met so far.
Avoid them at all cost if you value your nerves, time and money!

Bought shoes online they were delivered to a doorstep and never seen again and it’s my fault, I don t have access to a computer to send a form back in 3 days , so they have closed my case , absolutely fuming they are just scammers , worst customer service ever from Karoline and Lola , asked to be put thru to there superiors but no response

Worsed manager or shop I have ever dealt with. Bought a dress wore it once. Covered in bobbles. Took it back manager said did you have a shoulder bag on. I said yes a leather one. She said we have this all of the time can’t refund you. I said I always wear that bag and no other dresses bobble. She point blank refused. Now dress just fit for the bin. Her attitude was also patronising and dismissive. No empathy or kindness. The other staff were all lovely including girl who sold me the dress and the checkout girl who seemed to agree I should be refunded. Metrocentre shop manager dark hair. Wouldn’t give her name to me either. Very rude woman

I returned an online order of 4 items in store , yet they say that nothing has been returned on the system . The store can’t seem to find cctv of me returning the items . Spoke to customer service several times who say they are investigating but going round in circles every day trying to explain to a different person the same thing. They promise numerous times they will get back in touch but absolutely do not , terrible customer service. So I now £95 out of pocket and getting no where …… how can they say they haven’t got the returns when I literally seen the items scanned back on the system for my return ….. shocking company and no help whatsoever!!!

So very sad closed

River Island sent me completely the wrong item. Asked me to send back which I did, and have email confirmation they received it. Yet I'm in constant email battle with customer service, suspicious it's heavily AI influened or entirety AI slop that refuses to refund me.

Lets see what for reaction I get. This is one HUGE SCAM. They cancel your order and keep postage costs. If everyone pays €8 postage and they keep that, that’s a huge profit.

Dear Customer Service,

I am extremely disappointed with the handling of my recent order. I purchased a bag for my daughter for the new school year and was prepared to wait an extra week for delivery. You assured me it would arrive by last Friday.

Instead, I now see an email stating my order has been refunded and cancelled—without any explanation. To make matters worse, the item is still available for purchase on your website. This is unacceptable.

I would like a clear explanation of why my order was cancelled. Additionally, I notice that only the bag itself will be refunded, not the shipping costs. Since the order was never sent, I expect the full refund, including the shipping fees, to be returned immediately.

This situation has caused unnecessary stress and inconvenience. I expect a prompt response and resolution.

Sincerely
Carly

Really bad experience, they did not refund me money for order which was returned by carrier, I got my money back after texting! And right now I sent back order by creating return at their website by Rebound, I received a notification that order has been delivered to River Island and again I did not receive money, I texted them, customer service asked me a receipt I provided it in my language, they said that’s not receipt and asked me contact Rebound after that Rebound answered me that I should contact River Island! So that is insane! I have no idea am I going to get back my money! For the first time I experienced such a shit!

Totally furious! Store selection for collection point not working! Spend 20 mins with customer service for only them to put the phone down on me. Call again, get told a code for free home delivery will be sent after another 20 mins!- arrives after another hour! Did not work - furthermore item sold out! To say I am mad is an understatement! Wasted 2 hours of my time! Total joke of a customer service! 😡😡😡😡😡