Review Time
I am extremely disappointed with my experience with River Island.
I ordered a bag that arrived damaged due to poor packaging. Initially, River Island customer service informed me that if I provided proof of purchase, I could receive a refund and would not need to return the item. Later, they changed their decision and required me to return the bag.
The order was delivered to an address in the Netherlands, and returning the item using River Island’s UPS return service was not possible because I had already returned to Latvia. As a result, I had to arrange the return myself using postal services.
The bag cost €45. River Island charged me €11 for the return, and I paid an additional €13 for postal services, meaning I had to spend €24 just to return a damaged product. It is unacceptable that I have to pay for returning an item that was damaged due to River Island’s failure to properly package a large bag.
This situation feels extremely unfair and unprofessional. Customers should not be financially responsible for a company’s packaging mistakes.
I want to express my appreciation for the sales assistant who provided exceptional support during my visit to the branch. She was incredibly helpful and had a wonderfully cheerful demeanor. Not only did she assist me in selecting an outfit, but she also made the shopping experience delightful. I left feeling confident in my purchases and with a big smile. Thank you to the team member!
I bought a pair of shoes at a discounted price, but the price dropped even further shortly after. When I contacted the support team for a refund of the difference, they said no and insisted I return and reorder, which feels like an unnecessary hassle. Be cautious before making a purchase from this service.
I ordered a discounted pair of shoes, but the price dropped further after I received them. When I reached out to the support team to request a refund for the difference, I was told that I would need to return them and reorder, which feels unnecessarily complicated for customers. Think carefully before ordering from this service.
The return service is lacking. I have email proof of my return, yet the company refuses to investigate and claims they haven't received the item. They suggested I check with the location where I dropped it off for assistance. Like many others, I will not use them again; this has been the worst experience with customer support.
My daughter and I have bought many items from this store, but our experiences have only deteriorated. My daughter bought me a sale jumper for Christmas, but it was uncomfortable and made me self-conscious about my scars. When I returned it with the receipt, they claimed it lacked a label and accused us of tampering with the item. We left feeling embarrassed and humiliated, and they refused to issue a refund. The treatment we received was distressing, and now we want to return all other unworn items due to this experience.
I purchased an £80 tracksuit, and after three weeks, it started having quality issues. When I tried to return it with the receipt, the store refused to accept the return. The manager was rude and unhelpful. Customer service advised me to send pictures and wait 14 days for a response, but I received no help. I won’t waste my money here again.
I’m very frustrated with the customer service. I ordered size 10 shorts but received a size 16 blouse instead. After contacting them and sending photos, I was told I needed to pay to return it for a refund. I did this weeks ago, but still haven't received my refund, despite having confirmation that they received the item back. I’m considering reaching out to trading standards for assistance.
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