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River Island Reviews

3.3 Rating 434 Reviews
56 %
of reviewers recommend River Island
3.3
Based on 434 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 86%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
Customer Service
1.7 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better

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River Island 1 star review on 15th April 2024
Skylar
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
16
Anonymous
Anonymous  // 01/01/2019
I ordered five shirts from the company and instead received a package containing just one shirt, and it was not one of the ones I ordered. When I let the company know and sent them pictures of what I received, they refused to send the correct items and refused to refund unless I returned the incorrect item. However, they refused to send a prepaid return label or compensate me for the mailing expense, and this was an international order.
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Posted 2 weeks ago
Walsall store. Really bad experience with staff member. Rebecca. A silute disgrace e. Very rude and bad customer service. She not fit too Work un retail. Sack her immediately. I will be contacting the store and CEO of river island. Abusive rude horrid person. From Debbie Poole
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Posted 1 month ago
I am a very old customer of RI and last month i used klarna for a purchase online but after 2 days I was told one of the items was not available. Normally the klarna supposed to update it and reduce the amount for the next payment but till date nothing is done as if i will leave my money for them.all the contacts i saw online isnt working. My next move is to go to their shop, but would like to contact them first, as you read this please I need your contacts that function,
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Posted 2 months ago
I ordered several items from River Island online, but received an item I didn't order and did not receive one that I did. I contacted customer service and was promised a refund, but up until now,I still haven't received it. Despite speaking with store staff, the issue remains unresolved. Very disappointed with the service and lack of timely response. ---
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Posted 3 months ago
The produced a whole batch of bikinis that got destroyed after the first wear.
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Posted 4 months ago
Worst customer service! My order was missing an item and River Island did not refund me money or send me the dress again. Buy from elsewhere!!!
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Posted 5 months ago
I've just been to the River Island shop in the Arndale Centre in Manchester and I just had to write a review about how impressed I was with the service I received - not just with 1 assistant but with at least 5. I have to say I can't remember the last time I was treated so well when I've been out shopping - well done to all the staff there
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Posted 5 months ago
Been wearing their clothing for over 20 years. It’s always so high quality, up to date and their ranges are amazing. Wouldn’t shop elsewhere, seriously!
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Posted 6 months ago
I ordered a dress from River Island for my bachelorette party. I waited very excitedly for it to arrive all the way from England as I am in America. When I got to me, they had sent me the wrong item. It was a men’s extra large T-shirt. When I first contacted them about this, they try to make me pay for the return when they were the ones who made the mistake. After talking to multiple customer service agents they provided me with a return slip to mail it back to them free of charge. I mailed the return back to them (the returning item was the incorrect item that they sent me instead of the dress). It has since arrived, and I have gotten confirmation email that it has arrived at their facility. Yet I still do not have a refund for the dress that I ordered, and was never actually sent. And I still have a charge of over 100 from them on my account from some thing that they never actually provided and I still don’t have a refund. I originally placed my order in December. It is currently April. I’ve talk to multiple customer service representatives with them. None have helped. I have never in my life had such abysmal service.
River Island 1 star review on 15th April 2024
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Posted 6 months ago
We went to Gateshead metro centre on Tuesday 27th Feb , soon as we walked in a beautiful lady greeted us and actually continued to help us she was called Jen and I can honestly say I’ve never had that experience Before she was absolutely amazing and made us feel so welcome wow what a service
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Posted 8 months ago
I returned a pair of sandals in January using River Islands return portal. It was confirmed as received and the email stated I would receive my refund within the next 10 work days. I have never received this and I am still waiting now. I have spoken to numerous “customer service” agents who keep repeating policies to me and not even acknowledging anything I have said about Royal Mail not providing me with a paper receipt as the receipt was sent via ReBOUND to my email. River Island have confirmed an error has been made as my return had not been scanned in at the warehouse even though it’s been received yet still refusing to process my refund. Absolute joke and customer service is shocking!!!
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Posted 8 months 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 8 months ago
I have been a long time customer of river island. Recently I had an order left in an unauthorised unsafe place, the tracking confirms this with text and a photo. When I got home the goods were not there. Initially customer services were helpful and said they would process a refund. A week later I chased this up and was told they need to start an investigation, which is fine I have nothing to hide but it would have been better if this was actioned initially when I informed them a week prior. I then called customer services 3/4 times in the following weeks as the emails were going unanswered or taking days to get a reply and when I did it seems as if they hadn't read the evidence/ emails and we're just default responding , we are happy it's been delivered. Everytime I called I was told the people answering the emails are only contactable through email and I cannot speak to them (customer services) about it or the people dealing with it or a manager. They are uncontactable to the public. Even though they are not reading the emails properly so I needed to discuss it. Yes you read that right I cannot speak to anyone who will listen or help. After a few weeks I had an email again saying that they are happy it's been delivered (to an unauthorised unsafe place), no refund will be provided (no acknowledgement of the facts) and if it does 'show up' I cannot return anything and they are following up with fraud and authorities (again I will assist in anyway I can with this as I am telling the truth) and no more contact will be logged. I must say I am shocked with the service overall, not only the outcome but the tone of the emails, the level of professionalism via email and calls, the fact you cannot speak to anyone via call and the response times. Their goods are actually great which is why I had been a long time customer but I advise you only purchase in store. I just wouldn't want anyone else to have this distressing situation. I also note when looking at places to leave this review that all independent reviewers seems to have a much lower service rating than what's on here ... Strange
River Island 1 star review on 2nd February 2024
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Posted 9 months ago
I love the product but will NEVER order directly from them as I am in the US and when trying to return them due to the size ( different than typical sizing even if using the size guide), it is virtually impossible. The shipping label is from DHL who have no pick up or drop off sites in CA and perhaps in the US. When contacting them regarding the return, no reply or just resent me the label that won’t work from the US. Stuck with $66 worth off jeans after much time spent with no real help from there customer service. If in the states don’t buy unless from a third party store. Extremely frustrating with no resolution!!
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Posted 9 months ago
Hi I was in River Island Jetland, Limerick today, and purchased a jumper from a very pleasant assistant called Chelsea. I don't usually shop there but with such lovely staff members, I will definitely shop there again. Thank you Chelsea.
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Posted 10 months ago
I ordered some chunky boots for my daughters birthday which i never received, after checking the tracking my parcel was left in my front garden (plant pot) with out authorisation & wasn't secure. I contacted river island & they told me that they did not identify anything that would explain why i didn't receive my order, so the fact that river island find it acceptable for parcels to be left unsecure & unauthorised is very worrying. River island are now refusing to give my money back or send me a replacement (DISGRACE) so had no choice in contacting my bank to explain & they have told me that this is a non compliant delivery as all delivery's must be delivered properly ie, parcel clearly being handed to customer with door open (in photo) or customer authorising parcel being left in a safe place on couriers website & none of these have been complied with so the fact that river island are saying this is SHOCKING. My bank are currently investigating the matter to retrieve my money back but anyone reading this review i would think twice about ordering from river island as they are a (DISGRACE) with rude arrogant customer service advisors!!
River Island 1 star review on 1st November 2023 River Island 1 star review on 1st November 2023
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Posted 1 year 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 1 year ago
Was assisted by daz in the Taunton branch today, daz helped me decide on a jacket for a wedding outfit, he was so helpful and knowledgeable and most of all took time to help me make a decision, I bought 2 jackets, so pleased with purchase, he certainly is an asset to the company.
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Posted 1 year ago
River Island are a complete joke to order online from. They are a disgrace. I ordered items and paid for special delivery in 24hrs. We never got delivery. They use An Post and they make An post look really bad too. I ordered items of significant value and they accept An Posts word for a delivery on a Sunday and we all know they never deliver on Sunday. It’s a complete joke.
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Posted 1 year ago
Worst experience buying online. I order some special maternity clothe for me was waiting for it 4 days. In the morning they send to email saying that parcel all good will be with me today after 15 h text message canceling my parcel because it was damaged on the way. I was waiting for this clothe for special purpose and now all that saying that money will be back in 10 working days. Terrible customer service never again
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Posted 1 year ago
River Island is rated 3.3 based on 434 reviews