River island Reviews 5,407

Wrong items received & Poor customer service - still not received my refund.

Horrible customer services. Received leggins with holes in and the only thing they could say was to return them! Could have got a lot better quality for a cheaper price too. The children’s clothing also runs way too small.

Giving one start as I can't give zero!! Ordered a jumpsuit for my son's christening cost me 63 quid. Received children shoes instead, girls white sandals to be precise. Complaint to customer services, have all the emails. Abigal acknowledged the mistake 0nce I sent her the pictures of what I had and the package. She raised the return, send me a QR code for me to scan at royal mail once I made the drop off. I have done so, receive and email few days days to say the order had reached river island. A month has passed, have no money back and no item. Had to go to another shop to buy different clothes for the party and have been exchanging emails with them every day someone different that put all sorts of different problems and excuses no not give me my money. You have my money and the item I have ordered, also have to stupid children shoes you sent me instead. An error you made and acknowledged by one of you that raised the return. You are pretty much thieves. You keep the item and people's money. I keep asking to take my complaint higher up and speak with someone as in customer services they are all useless pretty much but off course they don't reply to this. Be aware, don't buy unless you want to be robbed like me.

Alice was a very helpful young lady, helped me find my perfect outfit at Telford town centre

Customer support is awful. Very patronising. Would not answer my question with a straight answer about their refund policy on missing parcels.

Tracking doesn’t work on their emails.

Love River Island staff members and managers are so helpful and friendly l love their clothing and accessories brillant store hope the survive as the best shop on high street for great quality clothing shop nowhere else .

I ordered 3 items. Shipping took a month. One item did not arrive, no one informed me that it was out of stock. For almost two weeks now I have been contacting them via chat on the website and by email, I receive automatic responses that the item was out of stock and there is an automatic refund, but I did not receive a refund and no one informed me that the item was out of stock. I have already sent screenshots and pictures 5 times and the same details, they continue to send me automatic messages and I still have not received a refund from them. I feel like I am talking to a robot and not a human being. It is not clear when I will receive the refund that I deserve.

I’ve been a customer for over 25years and never had any issues.

Recently I made an online purchase and returned all the items. However I was only refunded for one. This is despite having staff confirm the full refund would be processed. I’ve called and emailed many times.

It’s been over 5 weeks and I’m sick to death of chasing them, especially when they have the proof of having the items returned back.

Not only are the customer service team constantly confused, they are also incapable of reading emails from their own team and following up what is noted.
I’ve even requested for them to listen to the previous call logs where staff promise I get the full refund

River island was a great company however they no longer hold the same values. Unfortunately I’ve also head the same from friends.

I’m now out of pocket and again no follow ups to my last email. It’s been over a week.

Don’t order from River island. The company is not what it once was.

Ordered a bag in May, sent straight bag due to poor quality. Since then been trying to get a refund. Sent several emails, copy of purchase & return receipt. Customer services really poor, just keep asking me to send return receipt again.

my wife ordered an item on-line for in-store collection, but after two visits to the shop they told us there was a problem with the order and a few days later,( not requested by us, we still wanted the item to turn up), the company unilaterally issued a refund BUT with the £2.95 returns charge deducted. This wasn't a return, we never had the item , basically the company is taking a financial profit from their inability to fulfill an order- how can that by a fair trading policy ??? Complained to their customer services, but received only very dismissive reply saying they couldn't do anything to help

Ordered next day delivery on July 15th. Still haven't received it and river island have done absolutely nothing to assist. They just say oh it's been delayed. No offer to investigate. No offer of a refund. Nothing!!

Shop here alot won't be going again. Tried to return an item but apparently I should of told them it had a mark on it when I bought it, so they could mark my recepit. It was a sale item so I wasn't too bothered thought I would just wash it and would be fine. However it didn't fit. Im more concerned with the fact that they accused me twice of wearing the top and trying to return it, I would never do that and certainly wouldn't go to that sort of hassle for a 14 pound sale item. There was more items on the receipt that I didn't seem to want to wear and try to return. Found it humiliating told them to keep the top anyways as like I said it didn't fit. Stockton on tees store.

Dress arrived a completely different colour from what I ordered. They still charged me for the return even when it’s THEIR FAULT! I ordered a dress which came up too large, got charged for the return. Then ordered the SAME dress in the next smaller size and it arrived but was a completely different colour. And they’re still charge for that return. Mind you I paid for the year round delivery subscription.

UPDATE: Thank you River Island rep for your reply. I don’t have the mental energy to go through anything with you privately. If you really are wanting to investigate, this is the order number. # 102288368
Also ordered another one (silly me) because I thought this mistake was a one off. How wrong was I. I got sent another cobalt blue dress. This is the order number for that one # 102305180

I'm currently trying to resolve an issue whereby I was not refunded for all of the items returned in a package. I have asked for the query to be escalated to a manager, but nobody feels like getting back to me it seems. They tell me to wait 24 hours but then never respond. When they do respond, it's just very robotic answers which do not resolve anything.

I ordered a dress in medium and it was delivered in large. Customer service agreed to have it returned and issue a refund but they only refunded part of the dress cost. The dress cost me £49 and they only refunded £32. Meaning I lost £17 for a mistake they made.

Staff in Silverburn store all so helpful. The online customer service staff were also very helpful when my order had been delayed. Can't fault the customer service.

Quality of products in my order- excellent

Shouldn’t even give River Island one star as their customer service is atrocious. Like many others on here returned goods over 6 weeks ago and despite providing clear proof several times that the goods were returned in accordance with their return policy, I have been informed that my refunds cannot be processed because the items have allegedly not been received. Constantly trying to get through to them but as their staff appear to be automated and unable to deal with anything and are repeatedly asking for the same information nothing is being resolved. Obviously the company have no concern regarding the anxiety they are causing people by not returning their money, not only is this disappointing but also potentially a breach of consumer protection laws regarding the handling of returned goods.

3 weeks in and still not had my £250 refund for a return order. This is not good enough river island. Call centre useless, emails get ignored. Will never order from here again

Went shopping for a summer holiday on 14 July and after they closed the Banbury store went to Oxford. Terrible selection of clothes, nowhere close to what’s online. The poor choice they did have had minimal sizes either tiny or huge. Really disappointed

On trying to request my account I don’t use is deleted, I’ve been told to provide information you do not hold. I’ve advised this information is not held on my account and am not happy to share, I have been told I am not the account holder (whilst emailing from the email on the account). This is unacceptable. I’m trying to maintain my data and have been refused for not providing data you do not already have. I have no orders recorded on the account, no address or contact number.
No other company has behaved like this. Perhaps you should allow people to delete their accounts online. I will be looking into GDPR regulations.