“Took a jacket back my daughter had already returned because too big brand new tags intact and original receipt but was refused even an exchange so have wasted £45 because of new refund policy fuming”
“Returned items to River Island on 28th July, still waiting for a refund, have spent time on unhelpful online chats, sent my proof of posting by email to be told to attach it again. They seem to be doing everything possible to get out of refund you money, don't buy online or if you do return it to a shop where you might have a chance of getting your money back.”
“I shop at the Halifax and Leeds stores. Excellent service. I also order a lot on line never had a problem I have been shopping st river Island since it was Chelsea girl.”
“The sales side is fantastic but if you have a problem, they have absolutely appalling customer service - phoned, emailed, tried live chat and still no resolve to a query. Can't even find an address to write to. Terrible!!”
“After spending over £100 on T-shirt’s, one of the T-shirt’s in the rack was in the wrong place and I picked up the wrong fitting. Tried to return it and it was 2 days out of the 28 day returns policy window and they refused to swap it for the correct fitting. The same day I was collecting another £50 online order. Suffice to say, I will now be buying my t shorts from Next. A bit of common sense would have kept me as a loyal customer”
“Purchased a matching neon green bikini before I went on holiday for a few days. Tried on the top and it didn’t suit so kept the bottoms instead. When I wore the bottoms on my 4 night holiday, the quality of the bottoms were poor - the material had frayed and the colour of the bottoms had faded!! Rather than neon green they were pastel mint! Within a week of purchase took the bikini top back into the Bradford store and the member of staff took the top to a manager out of my sight and she came back saying the manager deems this to be unsellable so we’re not returning it, DESPITE the fact I hadn’t worn it and you could tell it hadn’t been worn, tag was in tact perfectly and I had the receipt. It was quite obvious the quality of the material was lacking and I said that to them and it’s clear that you are liable for items that are faulty at RI! I even said I need to write a complaint because I haven’t worn this and I’m not paying for it so I asked for their first names so that was possible and they refused to give any name whatsoever - I wasn’t asking where they lived or their surname just a name! Surely they would have provided it if they had a point! They didn’t even advise me what to do next either they just let me take the item without an apology. Now I managed to get a refund back from the CEO by it took my two months to get it which is absolutely disgusting and no one should go to those lengths. I will never shop at RI ever again completely lost a customer for life.”
“Shocking and disgusting customer service. I purchased suit trousers which turned out to be too short. All I wanted was an exchange. NO, No, No. you can ONLY have an exchange if it is within a month and I am two days late. Tickets still attached, till receipt for two suits and several shirts but still NO. Disgusting.”
“Wanted to change delivery to my new address 2 days before the order was dispatched . River island said I couldn’t even though the order was out in a few hours before. I changed my new address on the system but when I paid my old address popped up for delivery and I couldn’t change it ... Joanne on live chat cut me off mid chat .. abysmal. I will never order from this firm again”
“I made an online order. I received it on 20/06/2019. I have returned 23 items via Hermes courier using River Island Parcel collection. Which means I use this service through River Island's website. I sent one parcel on 22/06/2019 with 23 items with the value of £285.
I have been waiting for ages to get confirmation about the returns. I ring the customer service several times and I have been advised to wait.
On 4th of July 2019, I got an email that only 5 items are returned. When I contact the customer service about my issue and sent Hermes courier receipt and I filled a form again with my returned items. I received an email that "After looking into this with both our distribution centre and our payments team, we have concluded that we will not be able to refund you for these items. Due to us not knowing the weight of the parcel being returned, as the Hermes courier collection do not offer this"
Thus, I have been penalised for an error with their system. Hermes courier is running through River Island and the items are lost through the return by its courier. Thus, River Island is totally responsible about the returns not me. If Riverisland has a dispute with Hermes, this should be managed by River Island not me.
I sent all my returns in one parcel and I filled in the returns form with 23 items. Thus, if you received the parcel, all items should be refunded not only part of it.
This is the first time to have such bad and unfair experience.
Actually, I am very unsatisfied and I am planning to take legal actions.”
“Amazing clothing at amazing prices and the clothes are brilliant quality beautiful colour scheme off clothing for both Girls and Boys I shop there most weeks it's just amazing”
“I went to Riverisland store in ST JOHNS SHOPPING CENTRE PERTH yesterday at 15:20pm, the guy who is working at the cashier is really not professional at all. He checks his mobile phone all the time, I've been standing there for 2 mins, he has totally ignored me, only focus on his mobile phone, until I'm trying to make cough sound, he starts doing his job!!! and before this, I'm already waiting for other 10mins on the 2 customers before me!”
“On Sunday 2nd June, I was attracted into Sheffield City Centre store by the 20% off offer. I was pleased to find a pair of £55 brogues on offer and asked the customer assistant if she had the shoes in a size 9. She radioed to get a pair and told me they would be up shortly. After a short delay, I was told there were no size 9's in store, even though one of the display shoes was a 9. When I politely asked if the other half of the pair wasn't in store, I was curtly told 'no'. The assistant didn't offer to order any for me or offer any information about when there might be more in store.
Undeterred, I checked online to find that the same 20% discount was available. I was very happy to be able to order a pair of mid brown brogues and arranged for them to delivered to the Meadowhall store. I collected these on Friday but was disappointed to find that I had in fact been sent the dark brown brogues. The dispatch note clearly stated that they were dark brown, as did the box. I checked my order confirmation email and was vindicated to see that I had in fact ordered the mid brown ones. I phoned customer services who told me they needed email evidence of the fact they were the wrong item - something which seemed ridiculous, given that the dispatch note clearly stated that they were dark brown. I was also told that they couldn't be exchanged, only returned. I raised the fact that if I was to purchase the correct ones again (which I did in the first place), I would not receive the 20% discount. I was placated by being told that I would receive a discount code for the 20%. I sent photo evidence of the shoes and box.
Today, I received an email telling me that I had been sent what I originally ordered. Not true. When calling customer service, I was told that customer service don't have access to the email confirmation sent to me proving that I did order mid brown brogues - this seems ludicrous. I would therefore need to 'prove' that I ordered mid brown. Really? I need to prove what I ordered from them? I sent 'proof' and then called back later...
I was told that the only thing I could be offered was a delivery code to re-order the shoes. No 20% discount as originally promised and all at their convenience, not mine. No managers available to speak to. Really disappointed and still have the wrong shoes....”
“One particular staff member barely broke a smile, chewed chewing gum, and managed a couple of words in response to a question when I paid for items.
Hardly a good example of customer service!!”
“Every time I visit your Bluewater store the staff are always more than helpful. Needed some fashion advice today and they were very helpful, Even though it was very busy.”
“WARNING. DO NOT BUY FROM THIS COMPANY.
I purchased a suit and it arrived damaged. The quality is poor as well.
I requested to return the item and was told I will need to pay for returning it. It costs $150 to ship it back with tracking which is what they suggest to do. $95 without tracking number, but they can claim they never received it.
I have emailed them and not heard back yet.
This is unacceptable. Why should I pay for damaged goods?
I hope to hear back from someone soon with a quick resolution.”
