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★☆☆☆☆

“Poor customer service & complete lack of customer...”

written by MuMu71 on 02/10/2013

I've bought many items both in-store & online from River Island in the past, but my most recent experience with them may well put an end to all that! After placing an online order worth £135 with them this past Saturday, I was shocked to find that I STILL had to pay a £3.95 delivery charge on top of this (when many of other retailers out there offer FREE postage when you spend over a certain amount, say £40-50), but not, apparently, River Island! So, I decided to contact them via their website voicing my displeasure at being charged for postage, especially when having placed an order for what I felt was a substantial amount of money. I then, almost immediately, received an 'automated' email response from them acknowledging receipt of my message and saying that their customer service dept. was open from 8am-8pm 7 days a week and they would aim to respond to my message/complaint within 48hrs. By yesterday morning (Tues) I'd still not had a response from them, so I sent another message, now complaining both about the original issue and NOW ALSO that they hadn't bothered to respond to that message either! I did receive a reply that that(2nd) message this morning, but to be honest, I feel none the better for it, as the person who responded neither told me 'why' they hadn't responded to my initial message, and then just re-iterated what I already knew (ie. that they don't offer free postage, regardless of the amount you spend), but didn't actually give any explanation as to why!! So, I've just rung their customer service dept. (& after hanging on the phone for about 7mins!), finally got through to a guy called Scott, who I then retold the whole sorry tale to. However, he informed me that their system was showing NO RECORD of my initial contact to them on 28th (even though I have the automated response from them in my Inbox on that very day!) and then, once again, much like his colleague just said that they don't offer free postage (even for goods over a certain amount) - do we see a pattern forming here folks!! I told him I still wasn't happy and wished to speak to a manager and was then told they were ALL busy and unavailable to take my call! He did say he would take my number and ask one of them to call me when they are free, but as you can probably guess, I'm not holding my breath for that! I'm totally frustrated and disappointed with such poor service and will certainly think twice about buying anything from River Island - whether in-store or online again!!!

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