River Island Reviews

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★★☆☆☆
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  • Quality of service

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  • Value For Money

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Latest Reviews

★☆☆☆☆

“Yes to river island, no to Croydon branch”

Written on: 19/05/2015 by WaylonBoyle320 (1 review written)

i love river island and I have been a very loyal customer for years however I was greatly disappointed with how I was treated at the branch in Croydon. Last year, possibly in the summer. I had purchased a silk t shirt with an image of the tiger head and wanted to return it due to the item being damaged, I had not even worn it, washed it nothing. I told them that I may have brought the item like that. If they had said sorry we can't take it back due to its condition then fine but they then… Read Full Review

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★☆☆☆☆

“I spent quite a lot of money ordering from River...”

Written on: 07/05/2015 by narada (1 review written)

I spent quite a lot of money ordering from River Island and spent extra for a next day delivery. The items were supposed to be delivered from DPD but failed to arrive. I emailed River Island to query this and they informed me that my order had been delivered and signed for by someone I'd never heard of. I explained that this was not me and asked them to look into this as I had spent a lot of money. River Island got back to me and ask me to complete a missing order form and ask me to complete… Read Full Review

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★☆☆☆☆

“Worst quality products ”

Written on: 15/02/2015 by Jess04 (1 review written)

At first glance the bags look amazing but after 4 purchases for myself and two additional for gifts I have realised they are not worth the money and every one has broke! My first one was a light pink one with a body strap as well as handle which snapped in about 5 weeks, then I purchased a light green one and the exact same happened to this one is only three weeks. I then went on to receive a Grey studded bag with the matching purse as a Christmas present and this time the main handles broke in… Read Full Review

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★☆☆☆☆

“Staff training needed, so rude! ”

Written on: 02/02/2015

Disgusting service in the Teesside Park branch of this store. Not sure exactly on how they are trained to do returns, but me and many of my friends are disgusted. I always buy clothes from this store and on this occasion one item was too big. When i went to exchange my item (which still had the tags on and was spotless as it had never been worn) the woman behind the till said she could not refund as it had creases from where it had been folded in the bag!! And went on to accuse me of wearing… Read Full Review

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★☆☆☆☆

“Liverpool hitlers”

Written on: 19/12/2014 by Bartlettfq1959 (1 review written)

I have never known a store like it I had a complaint regarding the way I was treated in store (Liverpool Church Street) I escalated it to store manager. A woman I dealt with could not have been any more arrogant if she tried. I was made to feel like I had woken her up from her dragon pit. I have never been more disgusted. I will definitely not be shopping in this store again EVER. Talk about customer loyalties. She wouldn't know the meaning of the words if it jumped up and slapped her into… Read Full Review

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★★☆☆☆

“International Deliveries”

Written on: 08/12/2014 by Nancy1234 (1 review written)

I'm actually pretty upset with River Islands' international delivery service. They told me I would receive my parcel four days ago, and still nothing. I've sent two messages already but they're not answering me (I'm basically being ignored). I think as they are so pricey they should have a little more respect for their costumers. I hope to get a refund, I payed a lot of money for nothing. I was wondering if any of you have been in the same situation? If so, could you please let me know how it… Read Full Review

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Noujame's Response to Nancy1234's Review

Written on: 20/05/2015

i know it's been a year since u posted , but am quite in the same situation now
this is my second online order and this time i have not received the order on time, actually it's a week late, so i completely lost hope to get it
i emailed them and they advised to check with local courier and customs !!
which is ridiculous since they dont have any tracking number for my order or any information about the carrier which upset me more!
please let me know if u finaly got your order or if u got a refund.
thanks alot

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★☆☆☆☆

“Poor customer service”

Written on: 12/10/2014 by Jordyn42 (1 review written)

Received an email advising my goods were ready for collecting at store. I was given a time and date I could collect but when I went to store I was advised my delivery wasn't there. When I contacted customer services I was advised I would need to go back and collect items at a later date.(I had already waited over a week). No offer of free delivery to home to compensate for poor service. I cancelled my order and will be shopping at Topshop… Read Full Review

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★☆☆☆☆

“Appalling Product Quality and Service”

Written on: 06/09/2014 by ElizabethLouise (1 review written)

Second visit to this store with my mother about a pair of £40 jeans that had become faulty after 10 weeks. After being told to go to customer service the first time, and then told to go into store by customer service I was not best pleased. The manager (who I have complained about by name to River Island, yet somehow I doubt it will make a different) was unbelievably rude. He literally told us that we could either accept his way (ie. no refund or replacement for an item of unsatisfactory… Read Full Review

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★☆☆☆☆

“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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Queensclose's Comment

Written on: 11/11/2014

why didn't you follow it up with the police on why the allegation was made.
someone should be made accountable to the police for making false allegations.
questions should be
was there ctv. why did they not stop the person on the day or was it a guard thought it was her.
river island can not just crawl under their rock and think they can get away with it

i would be looking for compensation for the ordeal you and your daughter went though because of incompetence
there is the saying just because we cant prove it. doesnt mean you didnt do it

but if theres no video footage she even entered the store that day. which there would be if she did. and they alleged there was. then someone needs to take responsibility

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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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