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.

They simply refuse to refund even after you provide proof of return. Customer service is rude, each one I spoke to had a different answer. No refund yet again. Contacting my bank and the Ombudsman. Thieves is what they are!

I ordered two items from the River Island site, they cancelled one item without giving me any notice. Then they charged the total of two items and refuse to refund. I have to go through a dispute process. Not sure if I can get my money back yet. Be very careful!

As I walked in to the Middlesbrough store, I was handed a scratch card, the scratch card was 15% discount.
I bought several items including a leather jacket.!
Today I sent my so back in to the store to exchange the jacket as it was far too big.! The lady on the till charged him the extra for the coat as apparently the voucher had ended.! I had bought it already so, I would have thought that still stood.! If I bought a sale item and returned it after the sale ended, would I get the full price back? NO absolutely disgusting service.
The online chat is as much use as a chocolate fireguard.
Didn't try to rectify or even bother to deal with the issue, just said the girl was right to charge.!
Anyway I sent him back and got my full money back.!
I spend fortunes in River island and fair to say that's just ended.
It's not about the amount, it's the principle.!
Customer service is RUBBISH.

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!

I bought a coat at the Maidstone branch for my 6 year old daughter. We purchased it less than a month ago and during this time the button which holds the fur to the hood came off (so the fur was hanging off). I took it back (not expecting there to be any problems with exchanging it) however, the manager informed me that she wouldn't accept it back as it had been "worn too much".
I'm still not sure what she meant by this as my daughter has worn it for three weeks to and from school (as coats should be!)
There were a few marks on the coat - this is obviously expected from a child's coat but the manager said because of these she would not take it back as wouldn't be able to re-sell it! The marks would have definitely came out if washed! I did not expect this from such a big company and am extremely disappointed that we have paid over £40 for a coat that has lasted less than a month. Had it been say six months I would have been more understanding.

After 33 emails and 3 weeks later, I still have not received my refund from River Island for my returned goods. I got an email to confirm that River Island had received my package and that it was at the end of its journey. I followed up 3 weeks after this because I was not issued my refund. RI then said I needed proof of postage, despite the fact I got an email to confirm that they received my return and would process the refund. It is constant back and forth in emails with customer service sending repeated general statements that are not answering my question. I have asked to have it passed to someone senior and they keep replying "I am sorry you feel your query has not been resolved" - despite that fact it clearly is not. The worst customer service I have ever experienced and the fact they will not refund returned items.

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. Lee told me, manager will call me in 4 hours but no phone call. Terrible

I purchased 1 item and requested expedited service and paid approx $12 which should take 4 days (per their policy). After 2 days I emailed them; then they processed my item. It actually took 7 days to receive. When I received the item it was a size 16(US) but I ordered a size 12(US) which is the Europe size
(12US=16EU). I returned and had to pay $15 for return which I could not wear and no answer on email. Every time I email them they send back an automated email. Now I am out of approx $27 and no clothes.
I only wish I had taken a picture of the item showing size. I am in no way responsible for this! Who wears an item 2 sizes to big!

I did pay 6£ for them to bring my parcel ok the next day. They didn't brought it on the day that it supposed to be delivered plus they didn't gave me the option to re-delivery they brought that to the store to me to collect it.
Very disappointed with this shop I will not recommend it to anyone.

I ordered based on their size chart and it was WAY off, item was a tent on me. I paid for express shipping which was supposed to take 4 days and took over 12 days (8 business days). Now attempting to return and there are no return options for US customers, and customer service has been a nightmare. For a dress that cost me over $100 it's not worth it. Will not be buying from them again.

This is the first time I have ever written a review for a store, but just wanted to thank Caley in the Ayr Central store for being kind & taking the time to help me select some jewellery.
I had bought a new dress to wear on holiday for our wedding anniversary, but didn't have anything to wear with it, as it really needed gold jewellery, which I wouldn't usually wear. For all it was a small purchase Caley was friendly & helpful with advice & ideas.
Couldn't believe she took the time to help with such a small thing, but it was so genuinely kind of her.

DO NOT SHOP WITH RIVER ISLAND! I wish it was possible to give no stars for this review. I've been waiting for a refund for clothes returned in July 2023 and its now October 2023! They will scam you out of your refund and go silent - which counts as being fraudulent! I am now going to dispute the original charges with the credit card company. Such a shame cause I've never had any problems buying or returning merchandise from Marks and Spencer, Primark or Zara from the US. Maybe they treat their UK customers better, but one thing is for sure - the US customer service is horrendous!

Ordered a beautifully made suit from the UK to ship to the US. Measured using my exact measurements and their sizing guide. Suit FELL OFF of me. I loved the suit so much, I bought it 2 sizes down and ordered right away. Wrote to customer service voicing my re-order and sizing concerns. Rep emailed me back a RUDE email stating they have "never received sizing complaints" (... I'm sure) and that I should just return the outfit on my own dime. Is this how we treat loyal customers? I now have to pay international shipping for a bogus sizing chart?

Love River Island clothing so comfortable on better than other high street stores know what you are getting also love their sales would not shop anywhere else very stylish clothing also lovely bags.

Worst customer service ever. Bought a pair of sandals for my daughter and the strap started to give way, one store offered an exchange but they didn't sell kids clothing so took them to another store who said they did not believe it was a manufacturer fault so in other words they were accusing me. Rang customer service helpline who suggested that I send the sandals to them? What for to be told the same over again and end up with a pair of sandals that are no good.