Rivers Australia Reviews 230

Order 11174782
Placed on 21 Jan 2022
Date of writing this review 23 March 2022
Follow up requests to Rivers in the interim - at least 10
Refund requested after getting tired - Around 15 March 2022
Outcome - nothing

Bought jacket online, advertised as 100% cotton. Received jacket, label says 100% polyester.

Hopeless customer service, don't reply to emails, waiting more than four weeks for delivery call customer service and no help what so ever. Standard CS speak which means nothing.

Dreadful shopping experience. Don't expect timely resolution of delivery issues. The absolute worst online shopping experience I've encountered.

Don't shop¡!!!!!!!!!!!????????. It's taken 8 weeks(Sydney to Brisbane) to receive order still hasn't arrived. Have sent numerous emails unanswered and phone cut off. Asked for Cancellation of order they won't answer the question.Advise everyone don't go near them. Being pensioners makes no difference don't want to know you. Russ.

No confirmation email.
First call to customer service.. Oh yes will send it thru now...
Nothing
A week later... Called again.. Actually helpful with an email however no indication goods were sent or coming (please note this is now a month since purchase)
Have emailed their customer service a week later requesting cancellation of order if stock not sent... Again nothing.
A week later i emailed again because i have nothing still.
This is a month and a half.. Of sweet nothing.
For a company based in aus... This is s***
Zero service.
Will never step foot in this store or online again.

.. Next call consumer protection.. Cbf dealing with this again.

Went to Bendigo store to try change item purchased on line as size usually ordered did not fit ( 1 size difference only). Understand that strictly applying the conditions, it was not allowed but given a little common sense would have solved this issue to everyone satisfaction and ensure continuniung customI am absolutely appauled by the attitude of the store manager at the Bendigo store. Not the first time she has displayed that sort of attitude with customers ( I have withnessed it before). She was intransigeant, plain rude with my wife at the register in front of other shoppers. Not the best way to promote the company. Guess this is the way RIVERS deals with customers these days. Having been a loyal client for more than 20 years through different ownerships all I can assure you this new approach to marketing is doing is destroying your business. So many Australiands are looking for a decent job...why employ obviously very frustrated people? you just lost my custom and that of my whole family. Didier Grumelart (account holder).

Rivers, like, it seems, other Mosaic brands, has atrocious online service. I had to get a PayPal refund after waiting a couple of months and missing the birthday, and then Christmas, my purchases were intended for. They need to shut down their online systems because, in my opinion, they're just not up to it. I will never shop in any Mosiac stores again either on principle.

I ordered 7 pairs of womens pants from these crooks 29/11/21, these multi faced thieves sent 1 pair of these pants, and then said they were all del on multi other del
from this mob, from 2 different delivery companies.
which I proved false. So if you want to chance an order( which i'll never do again) put it on bookmarkI
and print every thing. and photo every delivery!!
After 3 months they sent 2 more pairs. so total of 3 from7 This proves there at fault!!

I ordered things online. They took forever to arrive so I bought elsewhere in the meantime. The items were returned via parcel post. It has been over 3 months and still no refund. It takes forever for their 'customer care' to get in contact and they just keep asking for information they already have and I've given them a billion times (like the order and return number).

Will never buy from Mosaic Brands again. COnstantly lied to by customer support and have been waiting 3 months for items which were confirmed INSTOCK. Worst online company i have ever dealt with.

Mosaic Brands is the parent company of Rivers, Rockmans, Katie's, Noni B etc. They have closed around 500 stores in the past year and are in strife with the ACCC. You can do a simple google search and check this out yourself. If you think you are going to get justice without action, think again. If you want this fraudulent behaviour addressed legally and in the media you need to act. Read on to see what I did and what I encourage you to do if you want them held accountable AND get a refund.
If you want them to cancel your order and refund your money like I did, here's what to do...Don't be a victim - take action against the fraudulent Rivers Holdings Pty Ltd and lodge a complaint with the ACCC. Evidence all the correspondence from yourself requesting order updates etc and all the automated emails and any other responses you've had. It's super easy to do. Once you've lodged, let Rivers know that you have done so and that they have 72 hours to refund your money in full. Contact them via email, messenger, etc, basically spam them back to advise them.
I did the above after a few weeks had passed since I'd ordered and had got no satisfactory response as to where my order was. A quick online check showed hundreds of other people were experiencing the same service. The outcome for me was within around 48 hours of demanding a refund, I received an apology email, agreement to full refund and a $20 electronic credit voucher (not planning to use this as it is also a scam!) I had paid via Afterpay and they had refunded the past 2 payments and cancelled the future 2 by that afternoon.
While you're at it, email A Current Affair and let them know of your experience. I've done all the above and will pursue until Rivers and all Mosaic Brands companies are forced to stop advertising a service they cannot deliver on. The more people who do the same the better chance of having Rivers and their associated companies held accountable for essentially stealing your money.

I normally don't leave negative feedback for much at all, preferring just to walk away (and not return). However, the extreme level of disturbance and stress that my experience with Rivers Online store, which may I add, is nothing like the consistently great "in store" Rivers, which has always been positive for me and my family. I honestly can not say the same for their online store. What a nightmare run I have had since placing an order in JULY 2021 for my sons birthday present. (an order that I never received, nor for the last few months, was communicated with about....) I nominated a click and collect location that was offered on the Rivers website, then waited for weeks without word. After pursuing multiple times only to (eventually after about 3 or 4 months) that my parcel was "undeliverable to my nominated address" even though it was RIVERS nominated click and collect outlet, and despite me visiting the click and collect outlet location, who said they are always there to accept click and collect orders for customers and can't understand why my Rivers order did not reach them. What followed was beyond insane where I was continually left wondering with scant, if any useful information as to the whereabouts of my order, or when to expect it. After around the 5 or 6 month mark, I eventually tracked down a helpful Rivers employee who was surprised that no one had told me that Rivers had relocated their Melbourne warehouse to Sydney, and likely IF my order was anywhere, it could very well be in a jumble of assorted orders being sorted by staff, and to expect that in the coming next couple of weeks, my order may be located, then sent to my home address. Well, THAT of course, never happened. It is now 7 months since placing my $103 order, and for the last couple of months, my semi regular emails (as you can rarely get through to "customer care" on the phone), were often ghosted (ignored). My last plea for information/update or please just give me a refund email dated 16 January 2022, was, of course, again, ignored. Today (11/02/2022) finally after persisting on the phone, exasperated, managed to speak to a person to ask for a refund. Based on my whole traumatic experience with Rivers Online over what should have been a straightforward transaction, (and reading all the similar experiences of others, leaves me wondering, is stock theft involved?) where with Rivers does the accountability lay? From my experience and reading others, someone should be addressing ACCC or Consumer Affairs or similar, as this is just NOT acceptable. I have been nothing but polite and patient in the face of extremely poor customer service and still non the wiser as to what ever happened to the lovely puffer jacket and fairisle jumper I ordered for my sons Birthday last July. I just hope I receive the $103 refund I've just been told will be refunded to my PayPal. Rivers Online, I was more than extremely patient, and you know it. You would have to understand how I have every reason to have completely lost faith in purchasing anything ever again from you. It just shouldn't be like this.

Placed an order for two items and within a day one of them was “refunded due to being out of stock” however is still able to be purchased on their store. I was refunded the item but 2 weeks later had yet to receive any shipping information regarding the remainder of my order. I have been back and forth through their customer service line, with them telling me they have prioritised my order through their warehouse. 1 1/2 weeks later still nothing, I ask for a full refund and now they have gone ghost. With all the other reviews, this has to be a money grab. Don’t order through their online store.

order two items, one arrives from a different supplier to Rivers, so an Agent ?? well the secons item was not delivered and no cummunication to say its not in stock or a diofferent supply or delivery, I wait and wai, nothing, so I battle with the near useless contacts they supply, the one says OH its delivered, obviously noit even taking time to read my message, the second say oh its coming, I ask and ask nothing, eventually a person with some thought or at least a semblance of customer service takes over and states the obvious. and then takes a few messages to gain the Track and transport,, now here is the lack of customer service, No Sorry, no Oh Dear, its our fault and I have to do all the running around for something that they should do and its took a month people to get this far, thanks and never again Rivers what a hopeless outcome, Oh and I'm still waiting for the item to arrive as of today

My paid return was delivered to Rivers 7 weeks ago, still waiting for a refund or credit. Can't get through to Customer Service either by phone or email. Emails being ignored, can't get a resolution. Not worth the hassle, will never be ordering anything from Rivers again, just want my money back with what was returned.

Complaints raised with their (so called) customer care department, twice now, thinking ordering a product a month before special events for grandchildren and they let both me and the grandchildren down, the reply is a generated event number that means squat.. DONT DEAL WITH RIVERS !!!

Rivers online - avoid at all costs
I placed my order 10 January 2022 and now at 5 February still no delivery and despite continual requests for an update I have no idea if I will ever receive my purchases

A canned email reply pops into my inbox daily saying they are busy because of covid
More like busy scamming money from people with no intent on sending purchased goods

Oh well off to PayPal to start the refund process 😩

Ordered 2 Fleece jackets in October 2021. I received one, but the 2nd one I never received. Despite several enquiries, no success. I finally tried to get my money back but River's response was to provide the tracking number for the jacket I received. I am yet to receive a proper response from them. I won't ever buy from them again. Be careful, not a good company to deal with. Go to Sussan, Katie's or other nice companies instead.

Will never buy from Rivers again. They keep blaming Covid. Other companies seem to manage to keep running and deliver customer orders in a timely manner. I think the problem is the warehouse staff packing the orders. If my order doesn’t arrive today I am going to fair trade. Buyer be warned