River Island Reviews

3.3 Rating 425 Reviews
56 %
of reviewers recommend River Island
3.3
Based on 425 reviews
Shipping & Delivery
Delivery Methods
Courier, Postal Service
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 34%
Accurate And Undamaged Orders
Greater than 85%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.6 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better

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River Island 1 star review on 2nd February 2024
Anonymous
River Island 1 star review on 1st November 2023
Anonymous
River Island 1 star review on 1st November 2023
Anonymous
River Island 1 star review on 21st May 2023
Eleonora Morariu
River Island 5 star review on 31st October 2022
Dave Johnson
River Island 5 star review on 31st October 2022
Dave Johnson
River Island 1 star review on 27th July 2022
Anonymous
15
Anonymous
Anonymous  // 01/01/2019
So sick of river island putting their logo all over their accessories and now their clothing and shoes,their prices have shot up and now they want you to advertise their brand when you wear them,I don't understand why they thought monogramming their clothes would be a good idea,just makes them look cheap in my opinion
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Posted 3 years ago
I'd give -10 if I could. On-line returns policy is appalling. Customer services are ineffective and rude. The company is robing it's loyal customers. Companies like this do not deserve to carry on trading. Hurry up and go bust. You thieves!!
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Posted 3 years ago
Use to love river island but delivery is appalling, 7-10 working days waiting for deliveries of my last 3 orders, including the weekends and it's nearly a fortnight. Never again will I be using this service, quailty had also went downhill too! Gems washed away on my daughter jumper after 1 30oc wash, leggings are horrendous, full of holes after one wear, terrible quality for double the price of better stores.
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Posted 4 years ago
I worked in River Island for a whole year and I would DEFINITELY NOT recommend it whatsoever. I worked in the Cardiff store in St Davids. Managers (mainly the higher up managers) were extremely rude on shifts. I came onto shift the one day and two of the managers stood on shop floor at the front of the store in front of customers and other staff and made me cry. They shouted at me for not taking overtime on a certain day and made out that I was lying that I had agreed to do it. I started to cry and they told me to carry on sorting shoes. I went to the back stock room and told a manager I trusted and cried to her out the back, the one manager that made me cry then came and told me that it wasn't just me and that they expect all staff to pick up extra shifts during the sale period. Two other managers that I walked past looked at me crying and turned a blind eye. I continued to cry on shop floor and the one manager that made me cry at the beginning of my shift pulled me to the very front of the store and told me to stop crying because "nobody died" and that she did not agree with me saying no to overtime because I was meeting a friend that evening and said that my priorities should be with River Island, even though I had also made these arrangements beforehand and they expected me to cancel on my friend. I didn't do this and after that I went home crying my eyes out wishing I had quit on that shift. My mum was absolutely disgusted with how they treated me and wanted to complain but I thought that would make my shifts awkward and even worse so this is the first time I am telling this story now that I have quit. On shift, managers would be rude, handing you rubbish they find on the floor and demand you to put it in the bins with no please or thank you, they would favour other staff and get you to do the worst jobs, there was constant bitching and snide comments done about staff that I sometimes over hear. They bully you into overtime and say that you must pick up overtime, and even have suggested of "getting rid of" the staff that "aren't pulling their weight" and "shipping out the bad" because of this, this was said right in front of me and another member of staff at the time, to suggest that they were talking about us. I have spoken to other members of staff and the majority feel exactly the same and are fed up of being treated like this, it is mostly the quiet ones who aren't gobby and feel too scared to stand up for themselves, like me. I would have loved to speak with head office about this and especially about the incident I spoke about at the start, but was too afraid that the managers would make my working life even worse. I really would NOT recommend working there or even buying from the shop, the amount fo clothing that comes back because of rips and bits falling off is insane, the quality is terrible and the prices are a rip off. Go shop somewhere where they treat their staff well because this shop does not deserve to even be open.
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Posted 4 years ago
River Island use to be one of my favorite international shopping stores until recently. I received merchandise that was damaged. I was told by more than one representative that I would be refunded for shipping costs when I return it. Now, the company is stating that will not refund me for shipping costs. I received damaged merchandise and they think I should pay for it. They are out of their mind.
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Posted 4 years ago
Shocked ! I am very shocked to read the reviews it seems everyone went through the same thing as i am experiencing right now. I ordered a bag for a friends birthday and the package never came, they advised me to go and check with my local post, wich i did,but they gave me a non existing tracking number. After getting in touch with them i must say the workers there were friendly and tried to be helpful in their own way, i dont think its their fault for the product being lost while being shipped. However after reading the reviews i am very scared that they might not refund me my money at all. Not many people know but in Balkan people working 8h are paid 10€ a day wich menas only 300€ a month so buying a bag that costs 60€ is a lot of money And not getting them back means 6 days of my life going to waste. It feels as if they took my hard earned money and burned it. I will write and update if they refund my money and of course change the review.
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Posted 5 years ago
Very disappointing shop and costumer service! I made two orders on their website totalling €150 that have to be delivered outside UK, orders were supposed to be delivered on the 25th June, just one of the parcel arrived and the other one has been probably lost. Customer service have no idea where my parcel is and they don't want to contact DPD. They don't even offered a refund!!! this is ridicoulous you don't care about your costumers, I will never order with them again
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Posted 5 years ago
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.
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Posted 1 year ago
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.
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Posted 1 year ago
I really feel it's unacceptable to be advertising products online, allow the customer to order and pay for said product and then cancel the order a few days later because it's out of stock. If it's out of stock don't put it on your website in the first place and allow an order. Customer services not good either. I’ll never order from here again.
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Posted 5 years ago
Bought an item yersterday in Chester. Blond little Girl in the till was so unfriendly just slammed the product on the counter when I payed. Then I asked her if I could have a bag she looked at me like I asked her for her right kidney!! Felt so uncomfortable How rude.
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Posted 5 years ago
Bought and paid for next day delivery. Hermes courier tracking states delivery between 7 & 9 PM - nothing. Then at 10:46 PM message saying they had tried to deliver but no one home. THIS IS JUST A LIE. TWO PEOPLE WERE AT HOME
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Posted 5 years ago
The customer service is terrible. Good luck trying to return something as you will pay a hefty fee. I will never shop here again.
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Posted 5 years ago
Called,put through to advisor,cut off called again 6 times and couldn’t get through.Trying to get my money refunded for 4 weeks now.Absolute joke
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Posted 5 years ago
Very disappointed- I ordered a pair of jeans only to find they had a hole in them. Returned them and reordered another pair and those too arrived with a hole in them. Still waiting for my refund to be processed and all customer services can tell me is to reorder and return the faulty goods!!!!
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Posted 5 years ago
I rang River Island Parkgate Rotherham today to enquire about an item I had seen on line but couldn't see any stock available in nearby stores. Poppy was very helpful and suggested I visit the store and we could order the dress together. Better than that i did visit the store and Poppy was available I was happy to say and the item i wanted was in stock. I was able to try the dress on and make my purchase. The other girls in store were very nice too. Thank you Poppy I am most grateful for your polite and helpful manner.
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Posted 1 month ago
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.
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Posted 5 months ago
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 !
River Island 1 star review on 21st May 2023
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Posted 10 months ago
Awful customer service, incompetent store staff and disinterested online staff.
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Posted 1 year ago
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.
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Posted 1 year ago
River Island is rated 3.3 based on 425 reviews