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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
Jean sizes!! Terrible! Bought a sizes 16 fit on the leg but look Terrible on the belly area and size 14 can't even get them past my hip ;( sort your sizing out!!!!
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Posted 2 years ago
I don't think that river island have the best selection of clothing as there is not much variety and they're ugly. However, the bags that are on sale are really good and fashionable so that is why i return. XOXO
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Posted 3 years ago
UYERS BEWARE....DO NOT ORDER FROM THIS COMPANY. Return policy is misleading and manipulative. My daughter's return package was sitting in our mail room for 3 weeks before she noticed it hadn't bee picked up because it was not a FED EX or UPS courier. The return authorization instructions do not tell you that an obscure courier is the method of their return process. When customer service was called, our request for an exception outside of their 28 day return policy was rejected 3 levels up in the company after much negotiation explaining that the return authorization WAS PROVIDED within the 28 day policy and that the lag in shipping was the issue due to their lack of transparency...my daughter is now stuck with $400 of bad quality clothing because this brand thrives on deceit and bad customer service. NOTE: the fabrics in the photos on their website are misrepresented and misleading. The quality is stiff, cheap and irritable to the skin-- priced at $78+ for blouses and sweaters. There are many other quality e-retailer brands out there with better customer service and quality product that we will support in the future.
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Posted 3 years ago
Fast effective delivery good value for money
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Posted 3 years ago
I ordered over $500 worth of items, and each item they sent was wrong. I have been trying to get in touch with them for weeks, no response at all!! I am so disappointed with this company
River Island 1 star review on 8th October 2021 River Island 1 star review on 8th October 2021
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Posted 3 years ago
they stop shipping to other countries during sale, after all good things are gone they activate the shipping. it happened to me in the past, and happens again. so discriminative!! regarding the products, I bought mainly bags. althought they all look nice, but the clousure doesn't work properly almost for all of them, so it's really painful to use, and they wear and tear very quickly.
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Posted 3 years ago
Brought some flare jeans (£42) for my birthday, got home and noticed the security tag had ripped a hole in the jeans on the leg- had to go back to exchange, received my exchange jeans in the post 5 days later and they have been sprayed with some disinfectant- I’ve washed them x3 and they stink! No happy, definitely wouldn’t be buying RI jeans again
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Posted 3 years ago
Excellent quality clothes . Consistent sizing. Nice fashionable designs. Reasonable prices.
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Posted 3 years ago
Melisha in Birmingham bullring went above and beyond to help find a pair of trousers for me and my friend in a certain size. A very diligent, caring member of staff , thank you for your time
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Posted 3 years ago
Ordered next day delivery but arrived 4 days later. Call to customer services has cost me £5 which I personally feel should be refunded as they tried to keep me on the phone longer than what was required. The low score is based on customer experience not the item received however I will not be placing any future orders, as you are unable to guarantee delivery on time.
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Posted 3 years ago
Staf in some of the shop were Not helpful
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Posted 3 years ago
If you’re from US, DO NOT buy from River Island!! They do not provide free return shipping labels and you’ll end up paying for junk!! Very poor customer service - they refused to help me make the return. The return shipping cost from the US back to them would be twice the item price- they just said oh there’s nothing we can do!! No refund or help to return the item. Do yourself a favor and do not buy anything from them if you think you might need to return it!!
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Posted 3 years ago
I've been shopping at River Island for over 10 years. I recently started to buy some bits online I returned one of the orders back and they did not refund me the full amount. There was no explanation either. Will never shop with them again. Gone downhill with their overpriced and awful customer services.
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Posted 3 years ago
Some nice pieces but it’s definitely overpriced for the quality. Sizing is not consistent and varies from item to item - even fast(er) fashion brands have better sizing. And despite it’s higher price point, it is ultimately fast fashion. But if you really like something and live outside the UK where there are no stores, don’t even bother ordering. Unlike other brands, returns are not free or at a fair price. I ended up paying 20 euros to return 2 items that weighed less than 1 kilo. Unacceptable in my book. I guess not providing decent return options helps them pay for all the free clothes they send to influencers. Heck, they don’t even give us “regular people” discount codes. Blacklisted.
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Posted 3 years ago
I’m usually a real fan of this clothing store but recently I’ve really struggled to get clothes that fit properly. I’ve recently ordered 5 pairs of their bum sculpt ripped Mum jeans in sizes 8 - 12. I’m usually an 8 so started with this size. These were sooo tiny my 10 year old Granddaughter could barely get them done up. No way we’re they an 8. So I ordered the 10. These were also tiny. I really liked the style so I tried again with a 12. These were soo big I could almost fit into one leg, not even having to undo the button. Just slipped off my hips. I again ordered the size 10 but this time got 2 pairs and when they arrived I held them up against each other. There was a clear 3.5cm difference in the waist size and even the length was different, with almost 4cm difference! Holding them up against a pair of Mum jeans I’d bought a few months ago from top shop in size 8 that fit well. The difference in size was again obvious. The waist on both the 10’s were quite a bit smaller. So needless to say all jeans have been returned. You need to get your sizing sorted River Island. Just returned some trousers for the same reason.
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Posted 3 years ago
This company refuses to serve anybody who’s exempt from wearing a mask and fails to recognise the discrimination act as they’re too up their own arses to think their policies are above the law. I’d rather walk around naked than wear their brand.
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Posted 3 years ago
Shocking discrimination in your Wigan branch, apparently the manager Susan Cain, thinks the disability discrimination laws don’t apply to her and her staff, iv been on the receiving end of her blatant disregard for the law, but since then I’m seeing countless posts on social media that it’s still happening. I did ring head office to complain and you tried to shift the blame onto myself, maybe that’s how head office expect your employees to behave, shocked and disappointed
River Island 1 star review on 11th May 2021
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Posted 3 years ago
On trying to enter your store - Grand arcade, Wigan branch - earlier today, I was greeted with the some of the most vile customer service I have ever had the misfortune to receive.I was not only refused entry, but humiliated because I am medically exempt from wearing a face covering.I tried to explain that I do not wear a lanyard, as I do not wish to publicly display that I am disabled - This is in line with government guidelines: https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own "Exemption cards If you have an age, health or disability reason for not wearing a face covering: you do not routinely need to show any written evidence of this you do not need show an exemption card" However, I was denied entry regardless.I then asked to speak to the manager of the store - Susan Cain (who, which I might add is medically exempt herself) I obviously assumed she may understand my sistuation better, however I was shocked, and appalled to find that her stance was even more despicable than that of the first employee.I explained that company policy DOES NOT supercede the law, and that their denial of entry was infact breaking the law - i.e, the equalities act 2010, in where I have protected characteristics.With that taken into account, both the store, and it's employees have committed a disibility hate crime.What I was subjected to is unlawful.I was not only denied entry, but also publicly humiliated infront of lots of other customers, and passers by.I will be taking this further.A complaint has also been sent to head office.
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Posted 3 years ago
Absolutely abysmal customer service, they fail to deliver your order, refuse to send a replacement, instead I have to loose my discount and pay delivery again, very disappointed
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Posted 3 years ago
Good overall range love the kids section
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Posted 3 years ago
River Island is rated 3.3 based on 434 reviews