I made an online order. I received it on 20/06/2019. I have returned 23 items via Hermes courier using River Island Parcel collection. Which means I use this service through River Island's website. I sent one parcel on 22/06/2019 with 23 items with the value of £285.

I have been waiting for ages to get confirmation about the returns. I ring the customer service several times and I have been advised to wait.

On 4th of July 2019, I got an email that only 5 items are returned. When I contact the customer service about my issue and sent Hermes courier receipt and I filled a form again with my returned items. I received an email that "After looking into this with both our distribution centre and our payments team, we have concluded that we will not be able to refund you for these items. Due to us not knowing the weight of the parcel being returned, as the Hermes courier collection do not offer this"

Thus, I have been penalised for an error with their system. Hermes courier is running through River Island and the items are lost through the return by its courier. Thus, River Island is totally responsible about the returns not me. If Riverisland has a dispute with Hermes, this should be managed by River Island not me.

I sent all my returns in one parcel and I filled in the returns form with 23 items. Thus, if you received the parcel, all items should be refunded not only part of it.

This is the first time to have such bad and unfair experience.

Actually, I am very unsatisfied and I am planning to take legal actions.

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.

I ordered a pair of shoes online and they came in faulty, but I went to my local store and the girls were sweet, lovely and they actually advised me to order a new free of charge and collect it from their store next week Thursday. The shoes came in 3 days earlier then they were supposed to and a new replacement pair was perfect

The girls apologized and were really nice and professional

I love River Island in Blanchardstown, Dublin, amazing staff, always helpful and will solve your problem

I had the same issue in the past, I bought a pair and they were faulty, the faux leather cracked after wearing it the first time so I brought them back and the girls gave a new pair

This is why I love this store, they will always help and you do not have to worry if something goes wrong as they will do their best to make you happy

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.

Disgusted that I have just been refused an exchange in one of their stores! L bought my daughter a dress for her birthday in March, which she was also bought off another relative (we know her taste well)! We then went into lockdown so couldn't return the dress l got for her, complete with receipt. Yesterday was our first opportunity to return the item, so went to the Burnley store, chose new items for a swap, only to be told that we couldn't do this, apparently because it is 'out of date'. The dress in question is still for sale in the shop at the full price so I don't get why we can't exchange, especially given the current Covid19/lockdown circumstances that l don't need to go into detail about. We were not asking for a refund, just an exchange! We have been able to swap or return other items recently that we couldn't do before now no problem and think this is pretty disgusting that we couldn't do it in River Island! Not only this but I now have a disappointed child to contend with who doesn't really understand why we couldn't swap the items. To make matters worse, the shop assistant gave us the customer service number, which is an automated message and therefore a complete waste of time! Terrible policies and I would avoid at all costs!

Dear sir,
I'm Imran Bhatti we had happened in River Island with staffs. We went there return to my wife coat with my wife 3 months Boby girl and 6 years old boy. There ware staffs aggressive. One English girl and one Asian girl both said we are mangers shout with my wife and me with my kids then they call security 4 men and women 5 people come to for my family's they don't listen to me they did Behave with my family just like a criminal they said get out the River Island and my boy was scared with security behaviour.and River IsIand
Time 3:30 date 5/10/20 you can see recording is well, I would like to my refund back please.
I have a request for apologise me security and River Island 2 people's
They Scared my family's
I'm really looking forward from you
Your sincerely,
Imran Bhatti
*******@yahoo.com
*******6642

This website sucks on orders and they take months …they also try to keep your money. Not responsible at all

NEVER in my life have I been so disgusted and belittled with the customer service I have received today at river island Preston Deepdale retail park!

The lady over the counter refused to return a top which I had bought last week and NEVER worn as the tag was no longer attached but was in the bagI then said that is not a valid reason as i know many people return items without the tags attached, she then said the actual reason she can't return it is between herself and the manager and she couldn't tell me however I said I have every right to know the reason the product can't be returned! She eventually told me it was because she could smell deodorant? Which yes I'm sure I would have worn when trying the top on and then taking it back off. She then started giggling to her colleague next to her and tried to involve the customer next to me. So not only did this woman try to make me look like a liar but also tried to humiliate me which is very unprofessional which then made me feel as I was being bullied!

As a loyal customer to river island I find this very poor and I feel I should no longer shop there as when I spoke to the manager from this store she pretty much did nothing!

I was returning the top with the tag in damaged in the bag and also with the receipt. The reason for the top being returned is its too long and I took the tag off before trying it on as usually the sizes are accurate. To anyone reading this I would not recommend shopping there as customer service changes if there is an issue with clothing

Terrible customer service & misleading sizing & shipping practices. Don't order from if ur in the US.

Nightmare of an experience ordering from them. Again, the actual store is worth shopping at, but not their website. I gotta say that this was hands down THE most horrific online transaction I've ever had in my life. They use a third party shipping service called DPD that will ONLY release the parcel to you if you pay taxes and duties on your parcel BEFOREHAND (before the parcel even reaches your shipping location). I received countless emails that looked like scam emails and phone calls asking me to call them to place a telephone payment. After doing research, I discovered that there is a prevalent FRAUD WARNING on DPD scams. Here it is: http://www.dpd.com/lu_en/Home/Shipping/Fraud-warning

So I contacted River Island customer service regarding this issue and the only thing they did was to instruct me to go ahead and pay them. Usually, I pay the delivery man or Canada Post man any duties and taxes when they hand me the parcel. No way am I placing a telephone payment with my credit card info before my parcel even gets delivered to me. Especially with that obvious DPD Fraud Warning in effect.

All I can say is... RED FLAGS MUCH?!?! Never again will I dare order from River Island again that's for sure.

I purchased a jacket for my wife as a CHRISTMAS PRESENT. Having worn it little at all last season. She started to wear it again late this year. So it's had very little use. The right hand arm STITCHING CAME UNDONE. Contacted River Island Customer services and they accepted it was FAULTY and asked us to follow procedure to return it via the website. They then sent another email saying they wouldn't accept it as it was over 6 months since purchase. I complained as they said they would accept it. THEY REFUSED TO ACCEPT THE RETURN as it's over 6 months old. Offered a £20 gift card as compensation which I have not accepted. Complained again and they said as I have accepted the gift card the case is now closed. What a WASTE OF MONEY. POOR QUALITY workmanship and POOR CUSTOMER SERVICE. Highly disappointed having been a customer for some time. My advice DO NOT BUY seasonal products from River Island that will have little use immediately on purchase as issues arising next season will not be covered. HIGHLY DISSAPOINTED as a Long term customer.

The worst customer services experience ever. They delivered my item very late so I emailed their customer services team for a refund on my delivery fee. I used the web form on their website to send my request as I couldn't find a contact email address. I got an automated email back saying I could expect a reply within 24 hours. 5 days later I still have no reply. I email again, I contact their social media team, I email another one - all attempts at contact completely and totally IGNORED. It gets to 8 days without any contact and I decide enough is enough. I spend an hour on hold to customer services after being told I'm '1st in the queue' at the start of the call. I speak with the rudest girl with the biggest attitude. When I explain the situation she tries to tell me I've not sent any emails and must have typed the wrong address. When I explained that I used the web form on the river island website - and suggested that must mean their link is broken - she agreed 'well the web form must be broken then'. When I told her I'd also had automated responses from the river island email address she didn't know how to respond, stumbled on her words, and her attitude became even worse. She gave me the email address for customer services - which is the same email address I've been being ignored on - to send a complaint to. I did that 2 days ago now and still no contact from the team - but I have been sent 2 emails from river island requesting feedback on 'how their customer services team did'. It's honestly excruciatingly embarrassing to run a business this way. No wonder river island are going under!

If anyone wants to contact someone at river island - the CEO email is *******@river-island.com - I've contacted him in the hopes that he gets annoyed enough by customer emails that he actually sorts out his company's customer services. Because they are AWFUL. I'm on day 9 and still nothing from customer services except a request for feedback. I'll never, ever use river island again. I hadn't used them for years anyway because of how dated they've become but I figured I'd buy some work clothes. I won't be making the mistake again.

I ordered some clothes which included a crop top and pencil skirt set. When I received my package I tried on the set together. The top fit but I oredered the wrong size for the skirt. It was way too big, about 2-3 sizes too big. When I went to take off the skirt I grabbed the side of the waist and felt something wierd. When I looked there was a tear/rip on the seam where the elastic and fabric meet. I know for sure that I received this item damaged because the skirt was so large that I didn't have a struggle pulling them up and on or off. I barley handled that skirt. So I emailed customer support and they told me that I have to pay to ship the item back to the UK and they will see about reimbursing me the shipping cost if they come to a conclusion that the item was shipped damaged. That right there is the most ridiculous solution for a customer who spent money and received a damaged item. I live in Orlando, Fl and last time I checked it cost over $100 to ship overseas. I loved Rihanna up until this point. How could you let your company treat your fans like a door mat? This sailor has jumped ship! F you NAVY! You will never see another cent from this gyal! I will do my best to let as much people know about this horrific experience. And because I have no choice but to keep the damaged item, I am going to set it on fire while filming to show how cheap this company really is and then post it on youtube so it can go viral! How you like them apples with your cheap clothing called RIVERISLAND!

Fast delivery and quality is good. Came well packaged and all the items fit well. Would buy from again..

I purchased a coat from this website on dec 12/4 and received it today 12/10. I was completely nervous about the delivery because of the terrible reviews that I emailed them the day after I ordered to ensure I would get it in time for my birthday. They did get back to me a view days later and yes it was basically an automated/generic reply of where I can track my package which I already knew about bc I had started tracking it the day after I'd ordered. I chose regular shipping by the way So I studied every day of where my package was being shipped from and there some extra steps you have to take to track the package. It's not just log in and here's where your package is. You have to click who they parter with that Global L place and then UPS. I'm in the USA and the package said it would arrive before or in 12/9 but then I saw info where it said would get here 12/9 or 12/10. It ended up coming 12/10 big deal that's 6 days later…Oooooooo wowwwwww so looooonnngggg I can't believe it wasn't on the day they said I would get it (12/9) I'm going to cry and pull my hair out. No. One day later who cares…. Anyway like I said I was able to track that package to the very foot of my doorstep. Now, on the the coat itself. It's black and beautifully made. It fits PERFECTLY! And if you're looking at the site and you're it he U.S make sure it says you are and select your normal regular size that you would pick on any other USA website. They are the exact same do not get confused and pick the UK size according to their convergent chart it will confuse the $#*! out of you. So anyway, no issues on delivery, fits perfectly, and oh yeah I will not be returning so I'm happy to say I won't have to go through that drama. Order from here if you want quality, and beautiful clothing.

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.