“Disgusted that I have just been refused an exchange in one of their stores! l bought my daughter a dress for her birthday in March, which she was also bought off another relative (we know her taste well)! We then went into lockdown so couldn't return the dress l got for her, complete with receipt. Yesterday was our first opportunity to return the item, so went to the Burnley store, chose new items for a swap, only to be told that we couldn't do this, apparently because it is 'out of date'. The dress in question is still for sale in the shop at the full price so I don't get why we can't exchange, especially given the current Covid19/lockdown circumstances that l don't need to go into detail about. We were not asking for a refund, just an exchange! We have been able to swap or return other items recently that we couldn't do before now no problem and think this is pretty disgusting that we couldn't do it in River Island! Not only this but I now have a disappointed child to contend with who doesn't really understand why we couldn't swap the items. To make matters worse, the shop assistant gave us the customer service number, which is an automated message and therefore a complete waste of time! Terrible policies and I would avoid at all costs!”
“Went to river island Brent cross on 5th July , My first experience out in the shops due to Pandemic, the young boy was lovely who served me BUTTTT the manager Liz was awful She was rude to me and even walked away from me as I was speaking to her.
I brought sandals in Feb to keep going on holiday in May
as we all know we had covid and everything was cancelled,
I decide to take my sandals back even to get an exchange Liz said I was out by 3 days from there policy .OMG are you joking River island considering we spend a fortune and have on line account with you there should be exceptions due to conditions we have all faced regardless, the manager walked away as I was trying to explain my story , I am a professional my self and I have never wrote a bad review ever until now , the manager was awful absolutely awful character the young Sunday staff deserve a medal”
“I was in River Island in the Metro Centre and the customer service was overall outstanding! From the moment I walked through the door to when I left the staff made me feel very welcome.”
“I was realy happy that I could shop online
Now I'm really desappointed
I had done an order, but the sizes had to change
I had to pay the whole order again (4 clothes)
Then the code to return the order didn't work and now I had to pay the international shipping cost my self because River Island doesn't pay this
If I order something online I have try it on at home and there can be a chance that it would't fit
Then it's a shame that it takes so much money to return the items
I don't think that I will order again ☹”
“My 1st and last order made with RI website. The courier company used (GLS and co-share via PostNL?) were absolute rubbish. Total disaster. I regretted not choosing the traceable package deal and therefore my purchases went "untraceable" and MIA. Tried contacting all parties concerned but no one can do anything just because I did not pay extra for traceable delivery. What a daylight robbery!”
“I brought a top for a freind within the Christmas extended returns period, it didn’t fit and I went in to exchange it (st Helens store) to be told by a very rude member of the team that I needed to have asked for a gift receipt to be within policy, there was no management in (eg manager or assistant manager) just an equally as rude team leader or whatever they are named. I asked to speak to her and she said there’s no point as she would say the same, my normal receipt isn’t enough. There was a board that confirmed their policy and this was incorrect! Then emailed the complaints team who said that they would refund the money if I took it into store, this was in black and white. The really nice store assistant (wish I remembered her name!) said this would be fine but she needed to check with her assistant manager, the assistant manager refused, read the email and said he doesn’t care what it says it’s his policy and it will flag back end, I asked when his store manager would be back and he would not give me her first name or when she would be back. Just that she wouldn’t be back for a while. He was EXTREMELY rude!! How he is a manager I do not know. I then continued with my complaint on email, they asked me to return the item by post and keep proof. I lost the purse with the proof which is fair enough for a few months as it was in a purse that I miss laid, I then found it and sent it off to be told I could only have a gift card of the amount, I have sent numerous pictures of a refund being promised and the company are out right refusing to do anything but a gift card! It’s appalling!! It’s £21 which is no biggy it’s just the pure principle that such A big company are atrocious!!!”
“I ordered my daughter some clothes to play in the garden which should have come to £89. I did not know that the company is struggling due to the economic crisis because they are misleading on there website. I have tried to cancel the order which I cannot do because they don’t have the staff. I have now waited 7 days and I have been charged another £89 for what I do not know. I can not contact anybody, I have sent numerous emails to cancel the order which I have not even received an automated email reply. I have had to inform my bank what has happened and that I require my £178 refund I am so disappointed and think it’s disgusting how no one is available to contact but you are available to take two amounts of money which is not yours to take.”
“Why are there only skinny fit mens trousers to view online? Some of us still want trousers that aren't skin tight. I weep for the future of men's fashion.”
“Not impressed by wording of an email regarding a recent delivery . Very obvious the person had no interest at all and probably wouldn't have helped even if she could have .”
“My 2 year was given a gift which was a white jumper and leggings. Iv only washed it once and its already got bobbles on it. Quality is absolutely rubbish... stay away. Iv also brought clothes in the past which once washed have been covered in bobbles. Dont waste your money. I have learnt my lesson.”
“I purchased a pair of men’s trousers online, in the store, with the help of the shop
assistant as the store did not have the item in the store.
She mentioned that the item could be returned, as normal online purchases, for a full refund, if it was not suitable.
The item did not fit and so I returned it, via mail, at my own cost, using their labels etc.
It took approximately 14 days for River Island to send me a notification and a GIFT CARD in lieu of a refund to my card!!!!
Apparently the store assistant failed to inform me that if you make an online purchase in store, you have to return it TO A STORE to get your refund.
This is outrageous!!!
Last time I ever purchase anything at River Island. No wonder the High Street is dying!!”
“I have been ri customer for years. I'm pregnant so decided to order some maternity jeans from them and huge disappointment, I believe person who designed jeans never was pregnant and don't understand than jeans without zip or any type of closure not useful. If you would like to step in to maternity market you should have someone who knows what maternity is. Impossible to put jeans on or after take it off as there is no zip and button made just to look better”
