Rivers Australia Reviews 230

Everything shrinks after the first wash!! I am very careful about washing my clothes..Cold wash, gentle cycle and a light spin. Every dress or top I have bought in the last year (4 dresses and 1 top) has shrunk once it dries making them too tight and unwearable. This is completely unacceptable. I took 2 back recently and the staff agreed they had shrunk so they gave me a credit note ( no refunds at Rivers). I won't buy from there again.

Appalling service.
Bought a pair of slippers for a secret Santa chose click and collect from a physical store as they need to be under the nursing home tree by the 8th. 1 week no word on the slippers so I attend a rivers store.

I am told to do an online order for the same slippers as they are cheaper online then in store and I was holding the slippers in my hand and I could call and get a refund on the first pair. Proceed to buy second pair 20 minutes later I am told click and collect does not work she has my order in her hand but can’t allow me to leave the store with the slipper, so I can’t leave with the slippers at this point I won’t pay for a 3rd pair over the counter and at a higher price . I am given a number to call for a refund , lady on the phone tells me I can not have a refund for either pairs and that both pairs have shipped even though she can not provide proof at this point. She said first pair shipped yesterday and second pair just shipped, I said so the fist pair took a week for you to post and second pair you have managed to ship in 20 minutes from the time I placed the order. I told her I’m the consumer and didn’t want delivery I selected click and collect from a physical store 20 minutes of circling the same response I hang up quite angry.

An hour later I get an email saying the store did not have stock and they will be posting (YOU HAD STOCK BECAUSE I WAS HOLDING THEM IN MY HAND)
3 weeks later I still have no slippers neither pair has turned up and I now have to go out and buy another pair of slippers as time has completely run out and the gifts need to be under the tree in a day and a half.

Appalling service on all accounts will never buy from the store again and I will make sure everyone I know never buys from this store again

cheap n decent stuff u get wat u pay 4

Visited Rivers at Waverley Gardens Melbourne 12/11/2023 and was served by a staff member who said something in a rapid and hush manner under her black and silver studded mask to her co-worker as I approached the bench. It was obvious it made me feel very uncomfortable to which they chuckled together.
It was disappointing to experience such behaviour of women in their mid to late 50’s behaving so childishly.
I won’t be bothering with Rivers in future.

Continued phone spamming. Even after you opt out they use a new number to send from.
I block every number but the messages keep coming.

After complaining that part of order has not been delivered we received 2 emails from Rivers on 11 September 2023:

1. at 12.50pm: "I have looked into this for you and your order number AU000434336 has been dispatched from our warehouse and was delivered to you."

2. at 12.54pm: "Our third party vendor is currently preparing your order AU000434336 regarding this style code ZM-251727-CS or Product code DSK8104095 and hope to have it on its way to you shortly."

To date the goods referred to above have not been received.

What next? - Complaint to Fair Trading?

My advice to anyone considering shopping at Rivers is DON'T, just don't. I have been a customer for 15 years, but Rivers refuse to honor a $50 credit note for goods returned due to poor quality. I have made several phone calls to their customer care line and written at least 4 emails with color photos of the credit note and receipt slip, yet I keep getting fobbed off with yet another standard email requesting that I email them photos of credit note and receipt... it's ridiculous that we have to suffer such poor customer service in this day and age. Pathetic, annoying, my money will be spent elsewhere going forward.

Rivers (Mosaic Brand Ltd) happily allow 'third party vendors' or 'partner vendors' to sell their wares on the Rivers site (of course they do, they charge for the privilege) however when the customer receives unbelievably poor quality products that are faulty and dirty, Rivers want nothing to do with their partner vendors. I've been trying to resolve this for over a month. I've even asked PayPal for help yet still no refund. Don't buy from here - your money will just go down the drain (or River(s))!!

First time I went to this river's store in broadmeadows...nothing on the price sheets stating,members/ non members price...after 15 min I get the shoes I wanted.. the girl days $120, & I said, the price days $89 , oh no only if your a member, mind you again nothing stating member prices..she asked me if I was a member, I said no, but she didn't offer me to join at all..do I back Monday, as I had found my rivers card...I saw same girl, with a smart face grin, I said I saw you Friday, you didn't offer me a membership, but can you check my card, gave her the number, says oh no your not in our system, & I said well d o the cards expire, she said no, and again she didn't offer me another membership, so again no shoes...the two clowns working in there are crap shop stuaded.
The phone call to rivers was just as useful, waste of time...crap experience with Rivers & they do nothing to help you..

My experience with Rivers online is that if you want to exchange or return a product Rivers take no responsibility for the exchange and tell you to deal with the supplier, it's up to you to find out who the supplier is too. I purchased a velvet Ottoman foot stool and before it even arrived I realised I had ordered the wrong foot stool that didn't have a opening lid, Rivers sell 2 almost identical Ottomans, the other one the lid opens and my daughter wanted to use it in her bedroom and store shoes inside the Ottoman as well as sit on it. Rivers told me I had to return it to the supplier in it's original condition and packaging which was fine as I hadn't taken it out of the box, I had to pay for the return of the 4.5kg box and the supplier would give me $22 as a returned item for the foot stool that I had paid $60.95. After 7.5 weeks and multiple emails that Rivers don't reply too, Rivers still have not told me who the supplier is, where the foot stool has to be sent and if they were correct in offering $22 for a return on an item I only wanted to exchange of which I had paid $60.95 and the other foot stool was the same price. I only get "thank you for your patience" automated emails to 90% of my enquiries to Rivers. You can't exchange or return to a Rivers store if you purchase online, even though they advertise hassle free returns on their website. Don't buy from Rivers online!

I didn’t even want to give 1 star but I had no choice if I want to leave a review! I ordered clothes on 4th May and thought plenty of time to received it by Mother’s Day to give to my mother and mother in law.as their policy parcel will be dispatched within 5-7 days. 2 weeks later I still have not received.

I emailed them to complain and to give me an answer to what’s happening with my parcel and when I all receive it. They completely ignored my question and all they said was ‘they are working hard to prepare’ my items and offered me this ‘As an apology from us, here is a $20 voucher you can spend on your next order. Please use the code NB4XGAPR23 during checkout when signed into your account (minimum spend $50, Rivers items only, excludes Final Sale items, valid until 6 May 2023). How thoughtful of them to offer me an expired voucher. It’s insulting!

If I didn’t email them and inquire about my parcel, who knows when I’ll hear from them as they don’t update their customers to what’s happening with their parcels.
Higher management needs to oversee their customer service team, their warehouse team to see and know how they communicate with their customers after putting an order through and if they don’t deliver within 5-7 days ( as per their website policy) my first time to order online and it will be the last time!
NEVER again I will order from Rivers. VERY DISAPPOINTED CUSTOMER HERE.

Could improve sevice which dosnt exist you can't get any answers from call centre because they don't no or care the complaints department dosnt exist only have one number to call they don't want to no think much better to shop elsewhere

Very poor shopping experience. Part of order delivered promptly. Almost 5 weeks later, after numerous emails, I was advised the rest of the ordered product wasn't in stock. They kindly offered me free shipping on my next order; it won't happen as I'm done with them.

Once you buy it ,you can't return it.
A week ago we purchased what we thought was a wet and dry cordless vac for $209 from the store in Sale 3850, we have since found out it's just a stick vac and a stick mop, ( Very expensive one) it even has a warning under the vac where the water tank fits stating ' keep away from water'???
The identical machine is sold online with free delivery for $120, we contacted Rivers and asked for a credit for the difference, like seriously with electric, fuel, food and rent going through the roof who can throw away $89.
Rivers reply "No refund" even after I argued it's not a wet n dry vac like the box suggested.
So people Rivers are ok for runners, shoes, coats and shorts providing you realise the products only good for 6 or maybe 12 months.
But do not under any circumstances buy electrical goods from them as you will be very dissatisfied and disappointed and get a big fat NO if you ask for a refund.

Worst brand ever. Received items that were faulty and emailed every brands customer service associated with rivers and I was constantly forwarded and handballed over to someone else. No one took responsibility or was helpful at all. Horrible experience and will never be supporting or buying from RIVERS or MOSAIC brands ever again

Please do not make an online order from Rivers. My worst experience ever, waiting for order since on 25/11/22 same response from customer service every time. I asked for a refund and was not given. Very hopeless service.

The excellent customer service.
Extremely knowledgeable about products and very supportive.
Ellie in Coffs Harbour nsw is one of the best.
All staff at the Coffs Harbour store are wonderful.

Just reading all the negative reviews of Rivers non-deliveries: we are in the same boat now, we placed and paid for 7 Rivers items on 27th November 2022. More than 2 weeks later in December we received just 2 items. Now on 10th January 2023 we're still waiting for the balance, about $65 worth... We've been buying product off the original Rivers for over 20 years, without a hitch. That was before the Mosaic take-over, after which the place seems to have collapsed in a heap!

As someone else here pointed out, you wonder if their HQ management is aware of the serious dysfunction that is going on! All these rorted customers (including us) are not going to come back! And not holding back on spreading the Bad News.

Maybe time to short-sell their stock? ASX:MOZ ... This sort of behaviour of collecting money and then not providing the goods has got to raise alarms with its large creditors (suppliers??)... Normally the first sign of trouble at the farm, i.e. stiffing the small cash customers who have no immediate recourse!

We have lodged a claim with PayPal for the 60 odd bucks, but if this Mosaic outfit owes you the large bucks it might be time to consider foreclosure as a way to get your $$$ back! We also note from recent (vastly) delayed orders of my wife that items are actually drop-shipped direct from China i.e. Rivers' orders are placed directly with the manufacturer in China who then ships direct to the consumer... i.e. no longer supplied from Australian local stock. This may explain why their mail order online business is going down the tubes!

BTW: none of their "info' email addresses provided on their various websites are functional including the Rivers one given below by Trustpilot , everything just bounces back including their email address linked to THEIR receiving money ID for PayPal (i.e. paypalrivers at nonibgroup.com.au)! Go figger man! :(

Ordered from them 5 MONTHS AGO and still haven’t received my order, every email is met with an auto generated response claiming high sale volumes are causing delays yet now 5 months later the books are still available for purchase from their website.