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.
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