I am appalled with their service. First of all, I ordered a number of items with them on 20th December. All of my order was centred around some boots that I had been after for a while. They took my payment and sent my a confirmation email. FOUR DAYS LATER after they'd send a confirmation and after they'd taken my money, they decide that the main part of my order (my boots) were out of stock. Now, working in the online retail services myself, I know that it doesn't take four days for an order to reach the warehouse for them to do their picking. It's sent a lot sooner than that (in my company, it's sent the same day as the order is placed, and if we find an item is OOS then we immediately contact the customer via email to tell them the item is on BACK ORDER. If it needs to be cancelled, my customer services team pick up the telephone, apologise and offer alternatives if there are any available. We are a VERY large online retail company, with hundreds of thousands of product, yet we still manage to do this very simple and basic customer service task). Instead, without warning, they send an email saying sorry, we're cancelling this part of your order (which, by the way, is masquerading as a "yay! Half of your order is on it's way!" Email). Naturally, I'm really p'd off at this stage. So I send them a message on their contact us page - do they respond?! No, they don't. Despite the fact that I mention I write for a lesbian and bisexual women's fashion magazine (which I do on a freelance basis alongside my day job as a customer service manager, it's called G3 and I am their agony aunt and fashion columnist) and I will be telling my thousands of readers just how terrible they are. So, being ignored, I turn to good old social media. Their social media team should be sacked. They lack basic human interaction skills, have zero personality and resemble robots who have been fed bull to spit out to less educated customers. Unlucky for them, I know how the supply chain works and I have a very wide audience of people who listen to what I have to say. If their social media team need any training on how to effectively communicate with customers whilst showing personality, please send them my way. I've a vast knowledge of people who do this day to day, please look at the E.ON energy social media for inspiration! Here's what I want them to do: 1) I want them to find me my pair of boots. 2) if they can't, I want them to offer me a replacement. 3) They also need to offer me compensation for their shambles of "customer service". I don't care what this is, but they should do it. In fact, I shouldn't be asking them to do it, they should just be offering it - but seeing as it appears they can't perform basic functions such as replying to customers when they talk to them and telling their customers that things are out of stock, maybe I'm setting my hopes too high. SO NOT BUY FROM THEM, Charlotte Moor

I placed an order online on 20th October 2013 selecting next day delivery and it is Thursday and still no items!!! This is v disappointing as I needed the items for an interview on Wednesday! I called on Wednesday to see where my items are an RI told me that a batch of orders dispatched have basically been lost!! They take no responsibility for the and are blaming DPD (I see from other reviews that this has happened before so can I ask why are they still using DPD? Maybe because they do not practice customer care once they have taken payment!!!) I asked when I sould expect to receive this order and will they be re processing orders to all the perople who have paid and have not yet received any items and they said NO!! The customer would have to fill in a claim form to say they did not receive the items and wait for that to be processed before they will dispatch a duplicate order(Im sorry but is this our fault? NO!!) So I the asked could I have a refund as I no longer need these items? and I was told NO!! So i am £120 out of pocket and have no items! River Island you really need to clean up your act!! Thank goodness ASOS got a replacement dress to me over night with no issues!!

I have spent most of my morning telling any one who will listen what an efficient delivery service River Island are running. So, imagine my surprise when I then hear from my boyfriend who has taken time of work to await the arrival of my parcel that it has not been delivered. The first thing I did was check River Islands seemingly uber efficient tracking website which told me that my parcel had not been delivered as the driver could not find my address. The only options I was given to proceed via the tracking service was to choose another day or deliver my parcel to a neighbour. The nature of my problem meant that both of these options were invalid so I set about negotiating the labyrinth that is, fist DPD (the couriers), and then River Islands own customer service lines. Both of which, surprise surprise, are dreadful. DPDs line (the courier service used by River Island) has 3/4 options which lead to an automated message before cutting the caller off. The remaining option "1" if anyone else is having this problem finally got me through to a genuine human being: Mark, who, judging by the sound of his voice, really could not be arsed giving any customer service via his customer service line. I was told by the lovely Mark that DPD would be unable to change the address on my parcel and that I should contact River Islands own customer service line. I did this, not easily I might add, and found myself, after another wonderfully frustrating automated voice parade, on the phone to an employee who sounded like he cared about as much as Mark had before him. He told me, in pure monotone, that River Island were unable to change the address on a package and nor could I cancel my purchase. The reason I was given for being unable to change the address was that the website triple checks the address with the customer thrice before purchase is completed on the website. I then asked the cheerful chap what River Island therefore suggested I do next and was told to call back DPD. Now, let me just stop there for a moment, at this point neither company will allow me to change my address or take responsibility for my parcel nor am I allowed to return the goods and am unable to change the date or deliver to a neighbour because the courier cannot find the address which I cannot change. Does any one else see how illogical this whole thing is? Well, luckily for me the person at DPD did who quickly went above and beyond to help me rectify my, admittedly, own mistake with the original address. However, even he could not save the day entirely as I will no longer be shopping at River Island. I had spent over £100 on this purchase alone and no one I spoke with seemed the slightest bit inclined to help me until I explained the situation in full to him at DPD. Moral of the story? RIVER ISLAND BAD, DPD (THEIR COURIER SERVICE) BAD, THE PERSON AT DPD... THE SILVER LINING.

I bought a blouse for my little sister for her birthday but she didn't liked it and obviously it was for my sister it is not going to fit me so I took it to return but they said no you took the tag I said obviously I will take the price tag it is a gift . But all the staff ganged on me made me feel so embrassed they just subbed my top and told me to leave I said call your manager then a guy said I am the manager of ladies I said give me name he said no I am not giving my name it is ladies manager ???? So rude so unhelpful so embrassed god I am fuming being a valued customer for such a long time they treated me like this today I am fuming I am not letting it rest I will post in every single review web site unless some one wishes to speak to me . Birmingham boring store

While folding up a white jacket a shop assitant in Richmond upon Thames made black sribbles onto one of the sleeves. We only found out when we opened the bag in the place where we were staying. In the shop two of us had examined the jacket carefully - and the scribbles had not been on the sleeve when we handed over the jacket to the assistant. As our flight was going back to Germany the next day I wasn´t able to return to the shop. Instead I wrote to riverisland - and without any excuse for damaging the jacket they only offered that I could sent the jacket on my own costs back to the UK. My second mail was not even answered. Making a mistake is not a really problem, but dealing in that way with a mistake is very, very poor.

I bought a 50pounds blazer online and it said it would take 3-5 days for it to be delivered which was fine. i went to work on monday at 7:15am and have a look in the afternoon at work whether my parcel had been dispatched. i looked online and it said it has been delivered at 9:06am. i still thought this was fine as i order things online all the time (not off river island but asos) and if i am not there they put a card through the post so i can collect it from my local depo. I CAME HOME AT 5:50 AND IT WAS JUST LEFT ON MY DOORSTEP i was mortified so i call river island customer service online- well i have never had service like it, they advised because i had recieved my parcel there was nothing they could do and was even asked ''what do you expect us to do, give it to you for free, you have your parcel''!! DONT DO IT ! i am complaining to the FOS and the FSA.

I places an order over a week ago and still havent received it. I emailed them and no reply. Then I called them, they said they cant take my call personally so I have to email. emailed again and still no reply..

I WILL NEVER SHOP OR HAVE ANYTHING TO DO WITH RIVER ISLAND AGAIN! ------------------------------------------------------------------ I purchased a pair of Black contrast panel high tops @ £40.00. They felt great and looked great when I tried them on in store, BUT then I wore them for around 30 minutes out one day and I felt a very sharp painful feeling in my right foot, I found it hard to even walk. When I removed my shoe, my sock was covered in blood. When I removed my sock, there was a gash in my toes. I went to get a refund a few days later at River Island, Princes Street, Edinburgh - I was refused and put through hell. I tried to explain that I was well within my rights to claim a refund, but I was still refused. The manager was really offensive, she knew that I was really upset.. but she just continued to pour whiskey on the fire. She even made fun of me on many occasions, she also continually smirked at me when I was pleading for a refund! THIS IS DISGUSTING, I WAS TREATED SO BADLY.. now my faulty footwear are being sent to a river island warehouse for examination - where they will decide whether or not they are defective. So it is my opinion against theirs. I have never shopped somewhere where your refund depended on the opinion of the person serving you / manager of the store. The fact is, I was very unhappy with my purchase and river island just choose to abuse me and upset me - oh did I mention that the manager at river island, Edinburgh, Princes Street called the Police on me !!! ... because I was disturbing the staff and customers. RIVER ISLAND don't respect customers. I feel like £40 has just been stolen out of my pocket, I have incurred an injury and have been wasting hours of time with unpleasantness.

I ordered a 'web exclusive' dress as a gift for someone. I was initially put off by the delivery charge for 3 - 5 days, you could usually get Next Day Delivery for the cost on another retailers site. But I paid. A few days passed and still no item, no money deducted from my account. Then an email arrived to say my item had been despatched. The email contained a link to allow you to track your item, the delivery site told me my item was 'waiting to be despatched'. Next thing I knew, at around 10pm on a Sunday night, I had an email to say "Sorry you've returned your item, you will be refunded". How did I return to item I never received that had never even been despatched? I emailed the Customer Service team and was advised that for "unforeseen circumstances" the parcel had been returned. Ok, no problem, could you resend the parcel for next day delivery (surely they'd want to keep a customer happy)? No they told me - you need to reorder the item. A little put out by this, I highlighted that this was not my error and they should be doing a little more to help. The advice I was given was to make sure I gave an alternative delivery option, like leave with a neighbour. Thanks Ben, if you read my previous order details, you'll see I left that option and advised you of that. I asked for a discount delivery code at very least to soften the blow of the inconvenience - No they told me, codes are only available for special promo days. What happened to pleasing the customer?

I ordered a crop top online and was quoted 3-5 days delivery. So I was surprised when it turned up after 2 days. The garment was fine, right size, looked how I expected it from the internet pictures, undamaged etc. I would order from this site again for sure.