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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
very helpful in store when needed a size in a jacket that was not available, ordered for me and delivered promptly..very impressed
Helpful Report
Posted 5 years ago
Terrible customer services. Fabrics and fittings have gone down hill. When I tried to return a faulty item I was told I couldn’t because I had removed the white label from inside. I explained as it was a black sheer top I could not have worn with the label showing and the top ‘river island’ badge was still there, not to mention the item was still in store. I was given a card and told to email customer services they could do nothing in store. I never got a reply to my email.
Helpful Report
Posted 5 years ago
Really Happy with the bags. Love their unique designs and the durability. Compared to the quality offered, it is priced very low and it can be at our with any good brands. RI is the best example of affordable fashion.
Helpful Report
Posted 5 years ago
Started to shop at River Island at Rushden Lakes during their sale. We got many lovely bargains and found staff and customer services both helpful and cheerful. On line ordering is easy and free with swift delivery to any R I shop. Picking parcels up from shops is convenient and staff are efficient and polite. Goods arrive neatly packed in tissue paper with clear, ‘returns’ guidelines should you choose to return goods. Very impressed and will continue to shop on line and at their branch in Rushden Lakes in future.
Helpful Report
Posted 5 years ago
Shopping online at River Island is do easy. Ordered a 4piece Suit for my little boy. It's perfect!
Helpful Report
Posted 5 years ago
Ordered jeans at 40S and they came as 42R.. Gets worse.. So I didn't even try them on and I returned them. They then send them back and say that we can't refund because they smell of washing powder have no tags and not in correct bag.. Literally took them out n put them back in. Absolute joke. Dont order online from this s*** hole
Helpful Report
Posted 5 years ago
I visited the Telford branch in Saturday, absolutely shocking customer service. One of the cashiers was so busy talking to a friend, or should I say bad mouthing one of their other friends, that she didn’t even notice there was a queue of customers. I was in the store about 15 mins, of which I spent half of the time waiting to be served, in the end I gave up and walked out. I will not be visiting again.
Helpful Report
Posted 5 years ago
River Island staff need to learn some manners as when serving a customer you should not be ignorant by having a conversation with another member of staff, maybe Next staff can give you some tips.
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Posted 5 years ago
Thank you River Island!!! I have been looking for my car fob for days. Thinking it had been put in the bin with all the Christmas wrapping, lost for ever. Today I received a package from you. To my utter shock my key fob inside! Still in disbelief how this managed to find its way to you. I can not thank you enough for sending this back to me. Truly is above and beyond! What an amazing customer service team you have!! Made one person very happy to be reunited with what would have been a costly replacement!
Helpful Report
Posted 5 years ago
What is it these days with these clothing companies that their models look like anorexic drug addicts. Men and women, like they're on crack. Even the kids they havent spared. Just been on the website and saw the picture of a starved baby modelling for riverisland and children even look a bit nasty. I dont think clothing companies these days want to sell anything. I went on the website and after seeing those ugly faces that look like theyre gonna steal in a minute and run off, I dont want to buy. Not only do the clothes look horrible on them its a complete mood putoff. God! I think people have lost touch with normality!!!!
Helpful Report
Posted 5 years ago
I understand you don’t take returns on Boxing Day but when you had four staff on the till and two customers and one of your staff ‘moaning how dead it was’ I assumed you might have done a straight size swap! I then go to all Arcadia clothes shops and they said it was ridiculous and it’s your way of getting more money out of your customers. We do not live near a River Island and travelled to change the jacket. I found your staff rude, I certainly will not be returning and never mind swapping sizes I will be returning the item and not returning to your shop!
Helpful Report
Posted 5 years ago
Really bad delivery service. I was waiting for my parcel but couldn’t receive instead I receive an email that my order has been returned. What??? I have to order again as it was requested for a refund. So disappointing, I will never order again from river island.
Helpful Report
Posted 5 years ago
Disgusting service, my 10 year olds Christmas presents lost and no resolution offered and no time to replace them.
Helpful Report
Posted 5 years ago
Tried to buy a gift card but utterly impossible. Made ten phone calls and most answered by totally incompetent staff who did not seem to know what a gift card was! Last phone call put me through to an insurance company. Gave up and phoned John Lewis who arranged everything in six minutes.
Helpful Report
Posted 5 years ago
They claim they deliver internationally but it seems the orders are either never on time or they never arrive all together. I'm still waiting for mine.
Helpful Report
Posted 5 years ago
If I could give negative stars I would. I stumbled upon this store in Ireland and found a jacket I loved, they didn’t have my size so i went online and bought it- so excited. They lost it in the mail and I asked if I ordered it again if they would honor the sale price. They didn’t answer in time and for a Christmas gift I bought it again-delivering to my parents address- they lost the package AGAIN the week of Christmas and now I am without a gift and $500 out of pocket. Very disappointed I will never shop there again. They need to be more accountable for their carriers
Helpful Report
Posted 5 years ago
Dreadfully rude staff in your Blanchardstown store. 2 tills open Xmas week and one of the girls who actually looked like the manager looked like she hated every second of her job. Too slow on tills and not a smile to be had from anyone. Coming from retail myself it looks like all their staff need serious training in customer service
Helpful Report
Posted 5 years ago
I called in for a product that says it was available at the 213 oxford street store, so I journeyed 2 hours to the store as I needed to travel out of the country next day. Little did I know I was on a trip to the most unreasonable store manager ever. The sales guy checked on the pda and it says they had 5 available but the manager won't sell because he wanted to use it for promo. Excuse me manager, I've just traveled all the way down to your store because the telephone and online service says you have it stocked and we've confirmed from the pda that stock is certainly available. Your sales assistance has gone to check the stock room and has confirmed the physical appearance of what I came to buy. The manager kept lying right to my face item was no longer available. No other company has been so unreasonable as the customer service agent said they couldn't overrule the store manager's decision. Today has been an absolute waste of my time and money. This is certainly a goodbye to RiverIsland from me as it's clear that customers are certainly not valued in their culture.
Helpful Report
Posted 5 years ago
The dress that I Ordered to collect in store wasn't what it looked like on the model.in the pictures. I'm a,size 10, quite tall, slim . The dress seemed much bigger, didn't fall properly on the shoulders, to be honest, it was horrible😕.
Helpful Report
Posted 5 years ago
Placed my very first order with River Island with standard international shipping on Nov. 17. Tacking said it dispatched on Nov.18 and will arrive Nov.30. Nothing was delivered and the tracking never updated. Waited another week and still nothing showed up. I messaged customer service on Dec.7 asking where my parcel is and if it's lost, I wanted a refund and guess what happened? They emailed me back saying that my parcel has been returned to the warehouse on Dec. 9 and will issue a refund. So basically they never sent me the package. What a joke of a company. Definitely my last time buying from them. Buyers beware!
Helpful Report
Posted 5 years ago
River Island is rated 3.3 based on 434 reviews