“I purchased a long beige cardigan for £65.i wore it for 3 days,only couple of hours.It has bobbles all over it,front and back.It looks as though i have wore it over a year.i spent alot of money thinking it will be better than the £10 jumpers i could by locally.”
“I have always shopped at River Island and when I moved to USA and saw they shipped here I decided to order. I have tried to email them 3 times about an order I placed in June it is not September. I never received a response so decided to call. I was then told by a rude associate I would have to further wait for a refund. On the tracking the package is still in same location it has been for past 3 months so I think a refund should have been processed instantly as an investigation had already been initiated in August. When I asked him why no one had responded to my email he told me they are back up. So realistically am I meant to wait another 3 months for my refund. This is unacceptable.”
“SCAMMERS. I ORDERED FROM THEM 2 MONTHS AGO AND NEVER RECEIVED MY ORDER. I CONTACTED THEM AND THEY WON'T RESPOND. I HAVE BEEN ASKING FOR A REFUND AND STILL NO RESPONSE”
“The worst customer services experience ever. They delivered my item very late so I emailed their customer services team for a refund on my delivery fee. I used the web form on their website to send my request as I couldn’t find a contact email address. I got an automated email back saying I could expect a reply within 24 hours. 5 days later I still have no reply. I email again, I contact their social media team, I email another one - all attempts at contact completely and totally IGNORED. It gets to 8 days without any contact and I decide enough is enough. I spend an hour on hold to customer services after being told I’m ‘1st in the queue’ at the start of the call. I speak with the rudest girl with the biggest attitude. When I explain the situation she tries to tell me I’ve not sent any emails and must have typed the wrong address. When I explained that I used the web form on the river island website - and suggested that must mean their link is broken - she agreed ‘well the web form must be broken then’. When I told her I’d also had automated responses from the river island email address she didn’t know how to respond, stumbled on her words, and her attitude became even worse. She gave me the email address for customer services - which is the same email address I’ve been being ignored on - to send a complaint to. I did that 2 days ago now and still no contact from the team - but I have been sent 2 emails from river island requesting feedback on ‘how their customer services team did’. It’s honestly excruciatingly embarrassing to run a business this way. No wonder river island are going under!
If anyone wants to contact someone at river island - the CEO email is will.kernan@river-island.com - I’ve contacted him in the hopes that he gets annoyed enough by customer emails that he actually sorts out his company’s customer services. Because they are AWFUL. I’m on day 9 and still nothing from customer services except a request for feedback. I’ll never, ever use river island again. I hadn’t used them for years anyway because of how dated they’ve become but I figured I’d buy some work clothes. I won’t be making the mistake again.”
“Worse online purchase/store collection ever. Had to make several trips to Leeds River island store to collect a item which showed delivered on tracking yet wasn’t at store to collect. Having decided it was a waste of time I initiated a refund. Called customer service 18th June to be told will receive refund in 10days. Been 14days yet still no refund in account. Spent 20mins waiting to get through to customer service again to be told another 10 days. Terrible terrible terrible so much trouble just to purchase some sandals from a major high street brand. Wished I checked their awful online reviews before Ordering. This company has no credibility for me.”
“Paid for express shipping, then took over two weeks to get here. I had other orders from the UK get here much faster, so I’m not sure what their issue is. Didn’t even ship for 4 business days (it was supposed to *arrive* in 4 business days. Sizing chart was WAY off, about 3 sizes too big.
Then when I tried to make a return it is unavailable to me, I keep getting a message that says my return request is unavailable. Customer service won’t do anything about it at all, just keeps sending me the same link to return it (that doesn’t work). DO NOT waste your money here! I’m out $100+!”
“The customer service is digusting. If you have an offer on then you should honour it or take down the signs. You done either. Reported to trading standards”
“They refuse to give me a refund. I sent two orders in one bag. They don't know how to track down the bag. The return department sucks, how could they just dismiss the other items?
I received partial refund for the return label of one order with 3 items but in still missing refund for 5 items. They refuse to give me the money. I sent emails, I called them, I emailed the CEO and nothing. Five year olds are running this company!!!!! Horrible customer service!. I have never had any problems with ASOS or any other company. Avoid head aches, you have been warned!”
“I'm a regular customer with River Island and usually looking for discounts or sales. Last purchase was 15% off of men's wear when £50 spent. The discount code didn't apply even though I had the amount and the items were full price.
I rang customer service twice and both times they told me that I will receive an email with confirmation; nothing.
I rang today again with the same issue that wasn't solved and one of the representatives asked me if I can provide evidence of the discount code which was on the website. Of course not, because the discount code has expired.
When the code was on the website nobody asked me to show evidence of the code only when it's disappeared.
Poor customer service be aware when applying codes.”
“oredered jeans feels like an eternity ago never arrived but constantly told by customer service they did.
T hen after ten further emails told no could not be deliverd as not enough delivery information.
have now asked where my money is and ten emails back saying customer service will be in touch possibly the worst customer service next to British gas just terrible.”
“"Customer service" will now not let me return ONE package to save on international shipping costs (though it all goes to the same address). I now have to return TWO packages to the SAME address, resulting in even greater return costs. HORRIBLE company--I would never order from here again.”
“Ordered a size 10 women's shoe. Received a size 10.5 that was too large to wear. Insisted my return (that would cost $15) should be free since I was sent the wrong item. After lots of back and forth, they finally agreed and sent a shipping label. Two weeks later, the tracking number shows that the item was delivered, but River Island is asking me for my shipping receipt when I sent them a photo of the box and the attached shipping label at the time I sent the return. They will not refund my nearly $200 for the item”
“Ordered a beautifully made suit from the UK to ship to the US. Measured using my exact measurements and their sizing guide. Suit FELL OFF of me. I loved the suit so much, I bought it 2 sizes down and ordered right away. Wrote to customer service voicing my re-order and sizing concerns. Rep emailed me back a RUDE email stating they have "never received sizing complaints" (... I'm sure) and that I should just return the outfit on my own dime. Is this how we treat loyal customers? I now have to pay international shipping on a return for a bogus sizing chart?”
“Spend £120 mount ago, wearing clouts just 3or4 times , no even I can not wear it, that bad it became , so all rubbish .I been in shop, explain the matter , needed the return unswear and unweaned shirt , they refuse to take it back, due to more then mount I purchased it. What the shame. Cheap quality .”
“How can anyone seriously say this company is any good. Firstly they have an automated excuse email when your trying to get customer shrive help. They have ONE person on the customer service help line and they take FOUR days to answer emails. THEY ARE APPALLING. Delivers don't even go there. They should be shut down for online trading!!!!”
“I have just been to the Cheshire Oaks store to ask for some help and advice with an item I received at Christmas. The way I was treated in front of my 8 year old child was appalling. The 'manager' was rude and obnoxious and argumentative. I am absolutely perplexed by this and I hope no one is ever dealt with in this manner again, this manager needs people skills and customer service training, definitely not management material. In light of this I have made a formal complaint and will be actioning this further.”
