“Just like to say a big thankyou to all the staff in store today in Coventry I have a wedding they was so helpful in helping me put my outfit all together can’t thank them enough It’s my favourite shop just like to say your staff are a credit to you”
“I will never go back to river Island.I was returning a bag.I had the receipt.I took the price tag off as it was a present.I tried to return it thinking it was no problem .The manager was so rude and said I'm the manager and I refuses to exchange it for another.I suffer from rom a panic disorder.I was shaking.She was the rudest person I've ever met This was in the Abbey Centre Belfast.My daughters an I shop here all the time but no more.I also contacted customer services.They were less than helpful.Id like a reply to this Thankyou”
“Their strong commitment to efficiency ensured the withdrawal was completed promptly and in a well‑organized manner. Every stage of the process was handled with care, communicated clearly, and managed with consistent professionalism. They minimized delays, addressed questions as soon as they arose, and maintained full transparency from start to finish, turning what could have been a stressful situation into a smooth and reassuring experience overall.”
“Always find something exciting in river island, always fit me perfectly. The co ords are amazing. By far my favourite shop, been using it since it was Chelsea Girl 😌”
“Visiting River island today in Birmingham bull ring .
I must say the customer service from the young man on the till was 100%
Was so lovely to leave the store purchasing our item and receiving brilliant service .
You just cant beat being serviced by someone who makes a customer feel happy when leaving a store.
Just want to say Thank you 😊”
“Item was meant to arrive no later than 3rd Oct
At shop
I went to the shop just incase e-mail had not been sent which has happened before
Order is not in shop tried to cancel order as it’s to late now
You can’t do that till order is in shop then you can come back & return
Disgusting My time , My petrol & have not got item”
“I went today to river island EDen High Wycombe I done my shopping and go to till to paid unfortunately none there I wait for quite reasonable time but unfortunately not any member of staff around please need to be check who supposed was on shift and why they left customers unattended.”
“I never received my package. This has been 2 months ago still going back and forth with customer service to get my money back.
Do not order from these guys. Will not get resolved!”
“I am extremely disappointed with River Island’s service. I ordered two dresses, but only one was delivered, with no refund issued for the missing item. Despite contacting their customer service, I’ve had no further communication from them in over two weeks. It’s unacceptable that they charged me £95 for an item they failed to pack and deliver. This lack of accountability and poor customer service is diabolical. I won’t be shopping here again until this is resolved.”
“Zero stars if possible. This international clothing retailer is completely unprepared to serve US customers. I ordered gray pants for $90 but received a leopard skirt instead. When I contacted customer service (email only - no chat support for US customers), they acknowledged their mistake but still required me to return the wrong item before issuing a refund.
The return process was a nightmare. They have no US warehouses, so I had to use DHL (not USPS). There's no DHL location near me, so I needed to schedule a pickup. Their website rejected my zip code, forcing me to spend an hour with their chat service and countless website refreshes just to arrange the return.
The clothing quality and style simply don't justify this level of hassle. While we may be accustomed to better customer service in the US, this experience wasn't just below standard - it was unprofessional. I strongly advise US shoppers to avoid this retailer.”
“I've just had the worst most stressful experience with River Island. Not only have I gotten the worst run around from any customer service I've ever had in my life but, they are completely sterile and disingenuous. They can care less about any inconvenience that they have caused and they have added to my stress with countless emails asking me for the same information over and over again without resolve. They seek to prove the customer wrong rather than working with the customer to resolve the issue. On top of sending me the incorrect size, I had pay to return the item. I will never ever shop with River Island again nor will I recommend them to a single client. As a personal shopper who works closely with several brands and a high end clientele, this is a big deal. I have truly never been treated with such flippant and careless regard. The stress isn't worth it.”
“I placed an order, I didn’t get a store delivery or collection email,I still went in to check in case it had arrived at Blackburn, where I was told by the manager he hadn’t checked parcels in yet so wait for email, then I got an email saying my order was returned because I didn’t collect but I didn’t get a collect email, I rang the store to explain and was fobbed off
I have prooof of no email being received,
This was not my fault but the stores and they didn’t seem bothered at all,
I have tried to re order my items but online shows the items I want out of stock, I then rang customer service hoping they can track down my parcel and get the items re direct back to me but was told unfortunately not again,”
“Honestly, companies that provide rating service should allow for negative stars. One star is being far more polite compared to what they deserve. I ordered several things from River Island. I should note that I live in the US. Prior to making a purchase, I read the return policy. They state on their website that returns cost $15 dollars and you start a return by going through the returns portal on their website. I completely understood and was willing to pay the $15 dollars as I understand that they are a UK based company.
I received the items and the quality wasn’t great. Out of the 10 items or so, two worked. I immediately went online and started the return process. This is where things go left. When I go to finalize the return to get the shipping label, they tell me that it will cost me $50 dollars to return. I immediately email River Island with screenshots from their website. After a week of going back and forth, they tell me because I ordered from the River Island US website and not the River Island UK website, I would be subject to whatever return shipping price the carrier charged. Mind you this is deducted from your return. Nowhere on their website is that displayed. I provided screenshots of their return page which still hasn’t been updated which is manipulative and deceptive to shoppers. I finally received an email saying they will create a return label for me and I wouldn’t be charged. I return the items immediately. I get my email confirmation of the refund on 11/4 and they deducted the 50 dollars. It is now 11/18 and they haven’t responded back with an email saying that they will reverse it. Also their customer service communication is atrocious. Different people are replying to your emails but they aren’t reading previous communication so when you get finally receive a reply (which takes 2-3 business days) mind you it isn’t correct which means you have to reply again and wait again. I WILL NEVER BUY FROM THIS COMPANY EVER AGAIN. No item in their catalog is worth this.”
“I ordered five shirts from the company and instead received a package containing just one shirt, and it was not one of the ones I ordered. When I let the company know and sent them pictures of what I received, they refused to send the correct items and refused to refund unless I returned the incorrect item. However, they refused to send a prepaid return label or compensate me for the mailing expense, and this was an international order.”
“Walsall store. Really bad experience with staff member. Rebecca. A silute disgrace e. Very rude and bad customer service. She not fit too Work un retail. Sack her immediately. I will be contacting the store and CEO of river island. Abusive rude horrid person. From Debbie Poole”
