“I have been a long time customer of river island. Recently I had an order left in an unauthorised unsafe place, the tracking confirms this with text and a photo. When I got home the goods were not there. Initially customer services were helpful and said they would process a refund. A week later I chased this up and was told they need to start an investigation, which is fine I have nothing to hide but it would have been better if this was actioned initially when I informed them a week prior. I then called customer services 3/4 times in the following weeks as the emails were going unanswered or taking days to get a reply and when I did it seems as if they hadn't read the evidence/ emails and we're just default responding , we are happy it's been delivered. Everytime I called I was told the people answering the emails are only contactable through email and I cannot speak to them (customer services) about it or the people dealing with it or a manager. They are uncontactable to the public. Even though they are not reading the emails properly so I needed to discuss it. Yes you read that right I cannot speak to anyone who will listen or help. After a few weeks I had an email again saying that they are happy it's been delivered (to an unauthorised unsafe place), no refund will be provided (no acknowledgement of the facts) and if it does 'show up' I cannot return anything and they are following up with fraud and authorities (again I will assist in anyway I can with this as I am telling the truth) and no more contact will be logged. I must say I am shocked with the service overall, not only the outcome but the tone of the emails, the level of professionalism via email and calls, the fact you cannot speak to anyone via call and the response times. Their goods are actually great which is why I had been a long time customer but I advise you only purchase in store. I just wouldn't want anyone else to have this distressing situation. I also note when looking at places to leave this review that all independent reviewers seems to have a much lower service rating than what's on here ... Strange”
“I love the product but will NEVER order directly from them as I am in the US and when trying to return them due to the size ( different than typical sizing even if using the size guide), it is virtually impossible. The shipping label is from DHL who have no pick up or drop off sites in CA and perhaps in the US. When contacting them regarding the return, no reply or just resent me the label that won’t work from the US. Stuck with $66 worth off jeans after much time spent with no real help from there customer service. If in the states don’t buy unless from a third party store. Extremely frustrating with no resolution!!”
“I ordered some chunky boots for my daughters birthday which i never received, after checking the tracking my parcel was left in my front garden (plant pot) with out authorisation & wasn't secure. I contacted river island & they told me that they did not identify anything that would explain why i didn't receive my order, so the fact that river island find it acceptable for parcels to be left unsecure & unauthorised is very worrying. River island are now refusing to give my money back or send me a replacement (DISGRACE) so had no choice in contacting my bank to explain & they have told me that this is a non compliant delivery as all delivery's must be delivered properly ie, parcel clearly being handed to customer with door open (in photo) or customer authorising parcel being left in a safe place on couriers website & none of these have been complied with so the fact that river island are saying this is SHOCKING. My bank are currently investigating the matter to retrieve my money back but anyone reading this review i would think twice about ordering from river island as they are a (DISGRACE) with rude arrogant customer service advisors!!”
“I went into the Silverburn store yesterday. I saw a lovely coat for 70 pounds I was going to purchase. Then my sister pointed out huge creases down the back of the coat going into the front. No more size 12's available, but checked the other sizes and they were just as bad. Spoke to a worker in the shop who told me that they come in like that and they do not have a steam machine or time to fix them. Shocking that your company expects customers to pay a lot for a winter coat in that condition. I then purchased my coat from a very well estsblished retailer who takes pride in putting the customer first and would absolutely never put goods out in that condition. Your loss.”
“River Island are a complete joke to order online from. They are a disgrace. I ordered items and paid for special delivery in 24hrs. We never got delivery. They use An Post and they make An post look really bad too. I ordered items of significant value and they accept An Posts word for a delivery on a Sunday and we all know they never deliver on Sunday. It’s a complete joke.”
“Worst experience buying online. I order some special maternity clothe for me was waiting for it 4 days. In the morning they send to email saying that parcel all good will be with me today after 15 h text message canceling my parcel because it was damaged on the way. I was waiting for this clothe for special purpose and now all that saying that money will be back in 10 working days. Terrible customer service never again”
“Sorry but these prices our just to get you to order the goods that never turn up, I ordered a suit keeps saying the goods have been delivered that I was not in ,I have stayed in waiting and again asking me to redeliver paid the postage because had to for the second deliver still never came , no contact number ! Only number was costing £6 for phone charge”
“Ordered items on15th may items due by 19th may Now today 22nd items still not recieved store staff as much as useless may as well be self service there as for customer service complete and utter joke no help what’s so ever we can only offer refund what’s the point of customer service if they don’t help if that was next or Amazon they would reorder it for you”
“I have ordered something and paid for next day delivery, I was expecting to get my delivery next day not 3rd or 4rd day otherwise I would waith for free delivery in 5 days !then I received amail that my order is gone come estimated in 4 days since I place the order completely cheating just to take you’re money and I was call the customer service to tell them I expect my order to come next day that’s what says on websites then hi said wait till 3rd day wtf I’ve paid for next day delivery cheaters be aware wend u place you’re order next day delivery it wouldn’t come !”
“Zero customer service, have returned an order 45 days ago, still no refund given, have contacted customer services 4 times and they keep saying they will process the refund. Like, is this a joke?”
“I did pay 6£ for them to bring my parcel ok the next day. They didn’t brought it on the day that it supposed to be delivered plus they didn’t gave me the option to re-delivery they brought that to the store to me to collect it.
Very disappointed with this shop I will not recommend it to anyone.”
“Not like it used to be not helpful no customer service and they take it on mangers description to authorise faulty goods even with a valid 28 days receipt
So BE CAREFUL
FALSE. information on RECEIPT
EXTREMELY EXPENSIVE TOO BUT YOU DONT GET YOUR RIGHTS LIKE ELSEWHERE SO AVOID ANY RIVER ISLAND”
“I saw a huge yellow sign written : SALE everything is £10 or under (t&c apply some items exclusive)
I went in the store there was not a single item £ 10 or less maybe the socks🥱🥱🥱.
This company deserve to be sue for misleading marketing”
“River Island has terrible customer service! Don’t order from them it’s not worth it. Going back and forth for over a month to get a refund for an item they never sent.”
“I ordered two clothing items for my 6-month-old girl, only one item arrived out of the two, the second item was a dress that my daughter had to wear for her first Christmas. It never arrived, I wrote to the people at River Island and they told me flatly that they see the order as delivered and that's it. Of course, I paid for both products, but I received an incomplete package. I do not recommend River Island, extremely unserious!”
“This website is so irresponsible with their customer service. I ordered something 3 weeks ago and it’s been sitting in a different state for 2 weeks!!! They don’t answer their phones or emails!!! Think twice before wasting your money.”
“I placed an order on the 24th November. Which did not arrive and I was told it had been lost and it would be refunded and I would have to reorder the items. This was after 2 weeks of waiting. Which I did and they were supposed to be delivered but they did not arrive again. So I phoned again to be told it had been despatched and they would check with the carrier. I then received an email telling me my items had been returned and a refund raised. With no explanation, I needed the items for a birthday present and I ordered them a month in advance. M&S lost my parcel too, but they had my parcel reordered and delivered to me the next day. River Island need to up there game. It has put me off ordering from River Island again.”
“I placed my first order and the discount code said it would be applied if you spend above £50 my card was charged the full amount so had no choice but to cancel the order. Now its going to take 7 days to get a refund even though I cancelled only a couple of minutes later.”
