River Island Anmeldelser 

I love river island but they need to sort out their one4all gift cards because mine is not being accepted online!!!!!

Went to your Merry Hill Store Dudley on 18th February to collect a coat they had kept for me. The staff in there are really helpful as coat too big but they found me smaller size (must be getting a bit slimmer l wish! ) Saw something else l liked Sean the assistant sorted me out and l am very happy with my Purchases. Will visit again as this is a lovely store with fab staff many thanks Lindax

Shocking customer service, I've been a customer here for around 17 years, spend thousands every year, my whole wardrobe is from River Island. Returns used to be quite lenient, policy had changed and I was unaware, tried to exchsnge something a few days after the 28 day period to be told no, refused to give me a credit note even though I asked that itd be a one off as a good will gesture, was planning another large order but wont be bothering now, really disappointed as a loyal customer.

I’ve purchased so many clothes for Xmas for my family worth 379 pound and the delivery guy has stolen my package and fraudly signed it and I contacted river island and they send me I missing parcel form and it’s been 2 months they haven’t even contacted the transporter to find out or do any investigation because they said it’s an international order they don’t contact the transporter but they can take my money and give them my package but can’t contact them or do anything to help me they don’t care about customer leaving outside the Uk this is the worst customer service ever they didn’t help me at all just keep telling me to contact my bank for what ?? Even the the transporter chronopost they told they will take full responsibility and pay me back my money but they need river island to contact them to send them the dispatch note so they can proceed to pay me back my money but river island refuse to contact them or do anything they just don’t care since they took my money already and I live outside the Uk this is really sad I don’t know what to do even they gonna respond you hear and told to send an email with trust pilot in the subject but they didn’t even get back to me this is really disgusting to treat people like this

I purchased a coat online. I was kept informed by email about my parcel and it was delivered as stated. However the coat was too big so I went to the store in Dudley High street to return it. The ladies there were so friendly and helpful. My return and refund were dealt with promptly. A good experience. By far the friendliest river island staff I have come across. Thanks ladies

Spend thousands with river island all year every year, I brought a pair of jeans for my daughter for Xmas still had a full receipt and they still had the tags on, yet they wouldn’t let me exchange them didn’t even want my money back just wanted to exchange as they didn’t fit her and because it was slightly over 28 days they wouldn’t exchange, I work in retail myself and often take things back in our store over 28 days as long as they have a receipt they can exchange for another item, it’s disgraceful how river island operate customer service is appalling!! So are the head office! They were still even selling the item I was wanting to return in the shop, lost me as customer now, customer service is everything for me and your staff are rude

My son purchased a suit for interviews for graduate jobs. On the way to his first interview, we noticed a significant white thread running through the navy blue fabric. We tried to remove it but were unable to do so, so he had to go through the interview. I attempted to return the suit , with receipt , to my local store (Wolverhampton). The "manager" Rachel...came to look at it, and picked at the thread for several minutes, then said she was not prepared to give a refund! I felt like a criminal! Contacted the "customer services" who agreed to refund and sent a courier to collect the suit. Several weeks later, a courier returned the suit! I contacted "customer services" again, and received an email saying ask your bank to make a charge back! What appalling service RIVER ISLAND!

I returned an order 3 wks ago via Hermes. I have allowed the designated 21 days for this return/refund process & received zero communication or any refund. I have emailed twice, & sent the Hermes confirmation return details- the automated response saying it can take 5 days for a reply! Today I went on an online chat & was told it can take up to 21 days for a return/refund - I reiterated that the 21 days have already elapsed!!Seriously unimpressed, will not shop with River Island again or in fact any other company who deal with Hermes as they are also an unreliable courier company. I will be contacting my credit card company to settle this issue .

I had two gift card for river island went to use them online and transaction cancelled went to use my cards in store and was told my £60 balance had gone called customer service spoke to James then Irene and then Chelsea who have all said my cards are valid when I go to spend I’m told there’s nothing in them I’ve waited first time 24 hrs and then 48 hrs been in store again and the staff wouldn’t even call customers service so they could tell them there’s nothing showing in store!!! All I want is my £60 back on voucher or is it too much for them to send me an e-voucher I’ve waited long enough now and feel like I’ll never have my money back :(

Absolutely disgusting service! I placed an order online on the 29th of November to be collected in store, I received a confirmation and dispatch email which stated that my order would be expected to arrive in store by the the 4th of December. I had not received an email by this date so contacted the store who said it hadn’t arrived so I then contacted customer services who said it was in transit and to wait until the 10th if I hadn’t heard anything before then. I called them back on the 10th they went on to blame the store who I explained I had spoken to and they hadn’t received the item. They then went on to tell me my item was at the depo, asking me to call the store each day until it arrives?! Then I was placed on hold to which they came back and said my item had been sent back to the distribution centre for reasons they didn’t know, they couldn’t give me any other explanation other than ‘something wrong with the order’ fobbed me off, offered a refund for an item I can’t order again because it’s out of stock. Appalling service, no explanation, no email notification given and left without my order.

bought a coat for my daughters bday end of sept gave it yesterday on her birthday and inside pocket is a car key and chocolate wrapper !! clearly been worn went merry hill branch today and didnt want to know !! shocking service so now selling items that have been worn !!!! and yes i have e mailed you so dont bother suggesting that

Hatte mir eine Bluse und einen Pullover bestellt. Wollte die Bluse zurückschicken, weil die Farbe nicht mit der auf der Internetseite angegebenen Farbe übereinstimmte. Dachte die Retoure wird easy! Faslch gedacht!. Mega Aufwand für eine simple retoure. Ausserdem zahlt man fast 20euro drauf!!!!!!! Also lieber über zalando oder asos bestellen! Auf keinen Fall direkt über river Island.

2 Sterne gehen an die Produkte und deren Qualität.

I love River Island clothes and I’m always happy with them when I can get them, however I can only give them an average score due to their stores and sizing; the sizing is not consistent at all, it differs depending on the garment, and the stores only sell up to a size 16, very frustrating.

After leaving a poor review regarding RI returns policy I was asked to email them directly so they could resolve the issue. What an absolutely waste of my time. They responded telling me “that’s our policy” yet still no explanation as to why that is their policy. Unless those much higher up in this organisation start taking customer satisfaction a lot more seriously RI will continue to get 1 star reviews. Please don’t ask me to email you back regarding this review as you clearly have no intention of telling anything other than “it’s our policy”. Again I have no intention of ever setting foot in your store again so I will no further need to hear about your returns policy

Very poor they offer a discount if you recommend a friend....but nothing for a new customer ..just placed 3 orders with them with no discount whatsoever

I cannot praise the staff of River Island - The Fort - Glasgow enough while I was on a recent visit to the store. I had a return to make but unfortunately I could not find my receipt - I was not sure what card I had used to pay nor the date I purchased but the young lady on the cash desk went out of her way to search for my purchase - she also had to engage one off her colleagues to help - what service - I was actually embarrassed about putting them through this on a busy Saturday but they just insisted that they would sort things for me. The purchase was found and I exchanged one item for another. Cant thank these 2 young ladies enough they are a credit to the company.

Would of not even give 1 star for the service I have received today from Mansfield branch. (A lady called Laura) I’ve never been made to feel so embarrassed in all my life. Tried to return a bikini that was faulty with my confirmation to be made to feel as if I’d damaged it myself, was offered a gift card not a refund of top (not even a exchange) again with my order confirmation, but can’t refund the bottoms as nothing wrong with them. Although who want bikini bottoms without the top!! I could understand if I was just trying to change it for not liking it but when the top had practically dropped to peaces. Disgusting customer service from Mansfield and will never shop in there again.

Poor services.
Every time I order something it’s weong

I made an online order from River Island. My order number is “55046658”. I received it on 20/06/2019. I have returned 23 items via Hermes courier using River Island Parcel collection. Which means that I use this service through River Island's website. I sent one parcel on 22/06/2019 with 23 items with the value of £285.
Five days later, I have started to contact River Island’s customer service to check the status of my returned parcel. Every time, I have been advised by the customer service to wait.

On 4th of July 2019, I got an email that only 5 items are returned for the value of £56. When I contact the customer service about my issue and sent Hermes courier receipt and I filled a form again with my returned items. I was surprised and shocked when I received your response on my case that "After looking into this with both our distribution centre and our payments team, we have concluded that we will not be able to refund you for these items. Due to us not knowing the weight of the parcel being returned, as the Hermes courier collection do not offer this".

Actually, I do not see that this decision is fair for several reasons;

First, I sent all my returns in one parcel and I filled in the returns form with 23 items. Thus, if you received the parcel, all items should be refunded not only part of it.

Second, "due to us not knowing the weight of the parcel being returned, as the Hermes courier collection do not offer this", so what I should do. I have been penalised for an error with River Island’s return policy. Hermes courier is running through River Island and the items are lost through the return by its courier. Thus, River Island is totally responsible about the returns not me. If River island has a dispute with Hermes, this should be investigated and settled by River Island not me.

Third, have you even checked who is the Hermes’ driver that collected the parcel from me? Have you asked him and checked whether he has been involved in similar cases of missing items? I have the feeling that you have chosen the easiest solution at one of your customer’s expense.

Fourth, when I am tracking my returns parcel through Hermes website using Hermes returns barcode of my parcel “3499903914952087”. It still shows that it has not been delivered to River Island. The last update was on 25th of June 2019 that the parcel is “On its way back to the retailer”. This is a clear evidence that the return system by Hermes that has been chosen by your side has lots of errors. Further, if you check Hermes reviews online, you will find that most of customers are complaining from missing items during delivery. Thus, I should not be penalised for River Island’s choice of a delivery company that has many recent negative feedback about its service.

Fifth, according to “The Consumer Protection (Distance Selling) Regulations 2000”, “Restoration of goods by consumer after cancellation” term (5) “(5) If the consumer—(a)delivers the goods (whether at his own premises or elsewhere) to any person to whom, under regulation 10(1), a notice of cancellation could have been given; he shall be discharged from any duty to retain possession of the goods or restore them to the supplier.” “(6) Where the consumer delivers the goods in accordance with paragraph (5)(a), his obligation to take care of the goods shall cease;”

Finally, £229 is still huge amount of money from my perspective. Further, I have started to contact River island about my issue starting from 26th of June till now. You have to imagine how much effort, time and money I have waste in a simple return transaction that I have made before with other brands and never face such bad experience like this. Just think how long I have taken to contact, email, reply, filling in forms, track, follow up this case. This is really very disappointing. For me the customer service response is exactly like “you have to find a solution by yourself, it is not our own business”. This kind of decision negatively affects my mode, family and even my work.

Kind regards,
Dr Yousry

Appalling service. Ordered and paid for next day delivery which did not arrive. Couldn’t care less attitude from Customer Service ( oxymoron) who felt getting it a day late was not an issue.....