River Island Reviews

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★★☆☆☆
2.2 / 5
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Latest Reviews

★☆☆☆☆

“The Worst Customer Service Ever Received”

Written on: 07/08/2014 by Bobbyt389 (1 review written)

I am appalled at the level of customer service received both in store and over the phone by River Island. I have been a valued customer for many years, but no longer. The manager in the Edinburgh Gyle Store spoke to me like something she had trodden in and customer service were not in the least bit interested in my complaint. I was humiliated and disgusted that a manager could speak to a member of the public like thisBut I emailed the CEO direct as I couldn't believe the response, only for… Read Full Review

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★☆☆☆☆

“Accused of Being Shoplifter”

Written on: 19/04/2014 by 473Carroll (1 review written)

My friend went into the Liverpool Church Street store to buy a present for her nieces 16th Birthday. Upon leaving the store she was to her horror,called back in by the security. They took her upstairs to a room where she was told that a person with her description was seen on cctv stealing a handbag the day before. They called the police and had her arrested where she was taken to a cell for 5 hours. Her house was searched by the police. She is the most honest good living person I know and I… Read Full Review

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★★☆☆☆

“Damaged Item”

Written on: 08/04/2014 by chars54 (4 reviews written)

I recently placed my first order with River Island online for a pair of boots. Delivery to store was very fast, but upon opening the package, you could see that the boots had been previously worn or were ex-display. As I REALLY wanted these boots and they didn't have any more of my size available, I decided not to return them and keep them. I'm still not sure if I made the right decision, but as I said, I REALLY wanted these boots. Either way, I won't be shopping at River Island online… Read Full Review

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★☆☆☆☆

“4 Months since order: No product/refund, Poor...”

Written on: 22/02/2014 by ab303 (1 review written)

River Island deliberately mark customers' parcels as 'Collected by Customer' if uncollected, keep their money, and then make it exceptionally difficult to get a refund if you file a claim. Seems fraudulent to me. I ordered a top on 25th October 2013. It was due to arrive in store on 2nd November. I tried to collect it in store about 12 / 13 days after this date (you are allowed 14 days to collect). I had my debit card, proof of I.D, my order number, product number, product description, price… Read Full Review

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★☆☆☆☆

“Have not ordered yet BUT”

Written on: 11/01/2014

I want to order 2 swim suits. After reading the reviews I'm so scarred to order from them. :/ I came to this review page wondering if the sizing is accurate. But damn I don't think I want to place an order now… Read Full Review

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★☆☆☆☆

“Absolutely awful customer service! ”

Written on: 29/12/2013 by shopuntilidrop (6 reviews written)

I made a purchase for £225 on the 21st December. I am yet to receive the goods, so I emailed river island to no avail. I then contacted my bank who advised me that they (river island) was due to take the money out of my account between the 21st December and the 26th December - surprisingly they didn't and therefore the funds were credited back to me without my knowledge, may I also state no funds are pending. As the funds are no longer available I contacted river island and spoke to a… Read Full Review

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★☆☆☆☆

“Useless customer service! Delivery takes years”

Written on: 28/12/2013 by jamjamjam0017 (3 reviews written)

I have been a regular River Island customer and I shop in-store as well as online. I love all their clothes they are amazing and I cannot fault them. However, their delivery service is completely appalling! 5-14 working days is unacceptable for UK standard delivery which customers have to be charged £3.95 for. Most of the time, the deliveries are late as well. I have recently ordered quite a lot of clothes, shoes etc. on their website on 25/12/13 which has expected delivery date of… Read Full Review

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X3Michelle's Response to jamjamjam0017's Review

Written on: 28/12/2013

I am in exactly the same situation I placed an order on the 22nd & says its going to be delivered on the 6th January, other companies I have placed orders with has the usual 3-5 working day standard delivery. I was hoping to wear the things I was buying for NYE but I cant now

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Jamjamjam0017's reply to X3Michelle's Comment

Written on: 28/12/2013

I had no luck with them trying to change the delivery method to express delivery even though I was willing to pay extra and this is not a mission to do. The order is still processing and it has not been despatched yet, God knows when they will do it but I just placed the same order using my mum's credit card even though some of the items in my original order are now out of stock and used express delivery. I have decided to do this as 2 of the items in my original order have now been reduced £10.00 cheaper. I rang their customer services twice and I still did not get the response I was expecting even though I wasn't expecting more than a basic customer service! I hope you get your order soon as we pay for their products and they take our money straight away and we receive it when? 14 working days after making the payment!

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Shopuntilidrop's Response to jamjamjam0017's Review

Written on: 29/12/2013

This is not surprising - I just had a convosation with an arrogant woman- if you can call her that
They haven't even taken my money when they should using the authorisation code given by the bank when placing the order - therefore the money went back into my account without my knowledge....
The "advisor" who I spoke to on the phone was unable to actually give me any advice!
So now I will be over drawn due to river islands illegal policies.
I worked in customer services for 2 years and was a manager for an online retailer and I can tell you if I ever conducted myself as they do I would of been out of a job in a shot as would any of me team!!
They just play with people's money and time! Next stop for me is trading standards

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Jamjamjam0017's reply to Shopuntilidrop's Comment

Written on: 29/12/2013

So they have taken money from your account but you're not actually receiving the order you have placed? I tell you what they are so vile. Their whole customer services team is in deepsh*t. The ones on facebook, twitter etc are as useless as the ones answering my emails after a week and the ones answering the telephone wasting my money. They are hopeless. It is a shame as River Island really have nice products. I hope you get it sorted.

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Jamjamjam0017's Response to jamjamjam0017's Review

Written on: 28/12/2013

You're right I have ordered from Topshop and New look and received my order within 3 working days of placing it even though it's understandably busy as it is Christmas period!

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★★☆☆☆

“None of my deliveries made it to Latvia ”

Written on: 29/10/2013

I'm English but now live in Latvia. This was my first order with them for my holiday to Mexico so I got excited and ordered dresses in one order and bikinis in my second as the clothing stores in this country suck! Anyway first order never arrived second is due tomorrow but I've given up hope. The good thing I can say is the customer service lady was very nice and processed my refund which I got today so I'm happy. Just concerned at trying to get my second refund now as she warned me it may not… Read Full Review

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★☆☆☆☆

“so far, awlful”

Written on: 26/10/2013

Interested in buying maxi skirts, contacted customer services on 13/09/13 asking for the lengths of 2 items (product numbers given) as they were not included in the product descriptions. I got a very lazy response (but within the 48hrs response time) telling me to look on the size guides. I was a bit disheartened by this as you would think that Customer Services may think along the lines of, surely the customer has spent a bit of time looking into this, provided me with the product numbers so… Read Full Review

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★☆☆☆☆

“Horrible”

Written on: 13/10/2013

I was buying a couple of things for someone else in another country and filled out the order details on the Riverisland website, specifying my name and address as the billing details and the recipients name and address as the delivery information. However, when I checked my order, I realised that they had put down my name as the recipient of the parcel, meaning the parcel would go to its intended destination but the actual recipient would not be able to collect it!! For the next 3-4 hours I… Read Full Review

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★★★★☆

“Not as goo as expected.”

Written on: 09/10/2013 by TiffPageB (5 reviews written)

I ordered a leather jacket for £60 and i got it 9 days after i ordered it, i was not impressed! although buying the item and receiving it was stress free and easy to do. I would buy from there again because the products are great quality, some time the sizes are a bit out, but they are correct to the guide size they provide. I would recommend to buy online, but of course in the shop its better and more accurate on your size… Read Full Review

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★☆☆☆☆

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

Written on: 02/10/2013 by MuMu71 (5 reviews written)

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… Read Full Review

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★☆☆☆☆

“Worst shipping experience”

Written on: 19/07/2013

I will never purchase from this site again topshop is way better shipping service I order 5 different times and still haven't recieved 1 of my order if I could cancel I sure would! This store will never see my money again… Read Full Review

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Jcp88's Comment

Written on: 02/09/2013

I agree River Island is the worst retailer to order online. I made an order at 10.30pm on Sunday and emailed them straight away after I got my confirmation email to cancel the order as they had not deducted my free delivery which I entered a promo code for. Then at 9.40am on Monday their customer services email me saying they cannot cancel the order as the order has been processed, how is that possible when I placed the order on a Sunday. Plus their site is misleading as they are not clear if your promo codes has been accepted. I will never order online from them again, I order from M&S, Debenhams, BHS, Argos, Sports Dirtect, etc all the time and don't get these problems. Other retailers also allow store collection, hence no delivery charge, but River Island DO NOT. Very disappointed in the bad services, I even called their helpdesk and they were extremely unhelpful. :(

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★☆☆☆☆

“Still waiting on delivery”

Written on: 15/07/2013

I ordered from them July 1st and I'm still waiting on my delivery. When I called last week I was told my parcel had no tracking information and to wait until July 25th before I contact them again. It's ridiculous you have to pay a delivery fee they should make sure you can track all packages. When I called I got a guy who was so rude. I really like River Island's clothes but won't buy online again from them too much hassle… Read Full Review

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★★☆☆☆

“Useless sales assitant”

Written on: 13/07/2013

I was recently given a post office gift voucher by my friends that I intended to spent in River Island. I went into town today to do it, and when I have chosen a swimming suit that I liked I proceeded to the check out, thinking that I will be using the voucher to part pay for my purchase. However when I gave this voucher to the sales assistant behind the counter she said that she is not sure if I could use it in the store. I reassured her that I have checked before hand, and post office… Read Full Review

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★☆☆☆☆

“No item despite payment taken!!!!!”

Written on: 03/06/2013

Do not purchase anything online from them! I have never received my item that i have been debited for two weeks ago! I have to date sent four emails and havn't had a response to any of them and have had to make four phonecalls to customer services who have all told me different things- each time saying the will respond in 24-48hrs, failing each time! This problem is still unresolved and i am still awaiting a response/ reasons. I would never deal with them again and to date still have no item… Read Full Review

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Nily1987's Comment

Written on: 07/06/2013

Im experiencing the same thing now!!!wtf....its like 2 weeks and they sent me an email that your order is despatched but when im going to this tracking page they wrote ''awaiting despatch''...and i cant even track it....and they didnt respond to my email....do you know how long do i have to wait??did u receive your order?

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★☆☆☆☆

“Still waiting for delivery :-(”

Written on: 15/05/2013

2 weeks after i ordered I'm still waiting for delivery of my item. Customer service is awful with being passed from one person to the next. Managers don't work after 6 apparently so need to wait till the next day to try and sort out the whereabouts of my item when I was promised to receive the item by today. Frustrating frustrating frustrating- I just want my clothing as its for someone's birthday. Won't shop online with them again!!… Read Full Review

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★☆☆☆☆

“Shocking Delivery!!”

Written on: 10/05/2013

I'm sure this isn't news to anyone but Yodel delivery has struck again! Why River Island still use the predominantly worst delivery service in the UK astounds me. Paid a small fortune on the 8th for express delivery, at 12:30. the 10th and still no sign. Tracked through Yodel and the delivery won't be made till the 11th! The River Island website say delivery within 1 or 2 working days of delivery and mostly next day for orders before 7pm. How can this be? Absolutely shocking! Never shopping… Read Full Review

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★★☆☆☆

“Bad Customer Service & Returns”

Written on: 01/05/2013

My son (18 years) bought a a grey, silk-looking suit from River Island (over £100)in Whitgift Centre, Croydon for a family occasion in June last year. He wore the trousers to the church only and then decided to wear casual clothes for the reception. The bottom (back) hem frayed. I took it back to River Island Croydon and I spoke to one of the cashiers. He looked puzzled, confused, to say the least. Then along came another chappie who was supposed to be the "manager"! He had on jeans & a… Read Full Review

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★☆☆☆☆

“unfairly behaviors and racially motivated attacks.”

Written on: 08/04/2013 by mak50 (1 review written)

I highly advice not do your shopping in river island, as it was my favorite designer shop. During new year me and my family we went to metro center at gateshead tyne and wear river island shop , i piked up the t shirt i did like it with price label on it, i went to the pay point to pay for my perches, the casher asked me to pay a lot more money that it was on label, i asked why is that why the price you are going to charge me is deferent compare to the labels, there was tall man in other side… Read Full Review

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