River island Reviews 5,407

*Edit: My first review below was 1* but ive upgraded it after finally speaking to a senior member of the online team who arranged a suitable resolution. This should not have taken the amount of emails backwards and forwards and multiple times of asking to speak with a senior team member and going round in circles. Hopefully this is a one off and no one else has to go through this.

Awful customer service!!! Ordered children's pyjamas online to collect in store. Collected, checked over & wrapped for my daughter for Xmas. I'd ordered a size 13-14 and when she put them on Xmas day I thought they looked a bit short but not overly so & I thought nothing of it. I washed them a few days later and when ironing noticed the bottoms are size 11-12!!!! I contacted customer service via email stating I can't return them without a replacement for my daughter as she loves them but I just keep receiving generic responses about returning, they are not even reading my issue, one agent even closed my query and I recieved a survey to complete! The pyjamas are now out of stock in her size and the agents are extremely unhelpful and responding generically. Ive also asked how this is even possible as they were in a sealed bag but had no acknowledgement of that question at all!!! This has completely put me off river island!

absolutely garbage

I had bought an item on the river island store was for £84 next day was for £48 so I returned the item and I order the other item after few days which supposed to be the same item, turn to be not the same material instead of fur fleece material.

They advertise you have 20 minutes to cancel an order in your confirmation email. I did not create an account so it was not possible for me to do so. I rang their help like 5 minutes after purchasing and the lady on the phone said cancellations are not possible for the customer or for the sales advisor to action. I also disliked how many security questions were required just to ask a simple question about an order. I understand if the were to issue a refund but is my full home address and email address really necessary as well as an order number before I can ask a question? I only give 2 stars because river island have decent products that are of good quality (somewhere to go range), but the service is untrustworthy and I have a general discomfort purchasing from them online now. They offer services they can’t provide.

I’m only giving one star as zero isn’t an option - Absolutely appalling customer service!

I have 2pairs of the same jeans Blue High Waisted Tummy Hold Flared Jeans and both pairs have ripped in exactly the same place on the same pocket river island want to reinburse me £19 For 2 pairs of £48 a pair jeans which u can see have a fault. Has anyone els had this problem

My go to, both in store and online. The range of clothes is excellent, I can ALWAYS find something I love, sizing is great, and quality fabric too. They also have the nicest fitting rooms ever, big fan of River Island

Here's another huge store in Belfast who also don't store any PETITE JEANS.
Go online thru say. We cannot be bothered..
The Belfast store is huge but no small space for petite customers, what the excuse this time ,?

No space? No they really are useless at any type of petite..
Other customers get their size and can look ..petite nothing there.
No wonder they are closing stores..

Return service is inadequate- I have prove of return on email but river island are refusing to look into it and are saying they have not received the item they have told me to go back to the garage I dropped it in and see if they can sort it !!like may others I will never use them again worst company service support ever no wonder they are struggling

Poor policy decisions I ordered a pair of shoes at a discounted price and since I have received them they’ve reduced further.

I contacted customer services to ask if they could refund the difference and was told no, I would need to return them and reorder them which is the same thing just as broad as long and such a faff on the consumer.

Think twice about ordering anything from RI.

My daughter and I have bought a lot of items from this store each experience getting worse. But I didn't think it could get worse than this. My daughter purchased a jumper in the sale for me to where on Christmas day, she took the price ticket and label off as I knew where it had come from but she wanted to wrap it so I had something to open in front of the children. The jumper kept rising up at the back, it made me feel conscious of my scars, I have a scoliosis of the spine. I returned the item with the receipt, in store they said it hasn't got the label on it I explained it was gift so my daughter removed it. I told them i did try it on. They then accused us of cutting an inside label out which we didn't, we didn't know anything about this until the till assistant took it to the manager, my daughter was horrified at the accusation .......it was on the sale rail for a reason THEY REFUSED TO GIVE US A REFUND!!!!! THE EXPERIENCE WAS EMBARRASSING IF I DIDN'T FEEL CONSCIOUS OF MY SCARS BEFORE I CERTAINLY DID NOW AND HOW WE WERE BEING ACCUSED OF DEFACING AN ITEM. We contacted the chat bot who stated they couldn't go above the store policy decision and wanted us to go back in the store and speak to the manager directly after already being mistreated, dismissed and embarrassed!!!!! To apparently explain ourselves we had nothing to explain nothing to hide just requested a refund as the item wasn't suitable. We now want to take all the other items back we purchased with labels, unworn returned presents because of our treatment the distress and embarrassment caused to us

Won't accept my parcel delivered by Evri was sent to the wrong address. They won't refund my money or accept my evidence of incorrect deliver. Will never shop with tgem again. Terrible customer service

Shocking. Returned an item via Royal Mail in November. River island acknowledge item collected and received by them. No refund. Contacted and issue was raised and email to say I would be contacted within 3 days. 3 days been and gone. No contact. Rang them again. Still no refund raised. Worst customer services ever. Going to have to escalate further to try and get refund

So I ordered a beautiful midi dress online. Had it delivered but when on opening, the dress had looking at it been taken off the rail and just thrown in a bag. No hanger, and bag was open when I when to get the dress out. For a £60.00 dress I expected it to be hung nicely on a hanger not just thrown in a bag like a rag.

I brought a tracksuit £80 after 3 weeks starting to have quality issues took the item to Watford on Saturday 20th December refused to except my return even with the receipt online purchase original delivery bag manager was rude refused to give her name called customer service told me send pictures will get back to me in 14 days nothing they can do don’t waste your money with this company I shall not shop there again embarrassing service from the store and customer service
Without customers you won’t exist long

I love River Island clothes and have never had a problem when ordering online or receiving a refund if something is not suitable but I have noticed lately that a lot of their clothes are sized small,medium,large etc instead of size 8,10,12 etc. The problem is as I am a size 10 so sometimes a small is too small as it is a size 8/10 and a medium is too big as it is a 12/14 so I never know which size to order,which is really annoying.

River Island Customer Service is non existent. You cannot contact them at all. It is like all forms of contact have been disabled!!

Trying to contact them regarding a Christmas Present. Says I can track order by clicking on tracking link on my despatch email - NO LINK. Live Chat click on the Live Chat Icon - NO ICON. Tried through Messanger on Facebook, that is a Bot but even that will not respond to me - NO REPLY. Can't get through on the phone!! Never encountered a company so hard to get in contact with!!

Not what you need when trying to make sure I get a Christmas Present in time!!!

I’m feeling so frustrated with river island customer service. I had ordered a pair of size 10 shorts online and when the item arrived it was a size 16 black silk blouse. I contacted customer service sent photos and gave all the details they asked. I was told I had to pay to send it back and they would refund me. I done this on the 27th November and still do not have a refund it’s not registered on my account even though I have an email to say they have received my item back. I’ve asked the live chat the keep saying wait 10 days I’ve already done that twice and get the same reply. I have kept screen shots of these conversations. No reply to my emails either.
I’m now going to trading standards to see if they can help me in anyway. I have always shopped at river island but won’t be doing that now.

I am writing to express my disappointment following an experience at your Washington store. I visited with the intention of purchasing several items, including a jacket, two pairs of trousers, a top, and a pair of shoes — totalling over £250.

Before completing my purchase, I simply asked if I could try the shoes on with the trousers to check the length. I made it clear that I was buying the shoes and was happy to try them on in the doorway of the fitting room, without stepping fully inside. Despite this, the staff member, Jodie, refused and stated that “no shoes are allowed in the changing rooms” and that doing so would be a “sackable offence.”

While I understand that stores may have policies in place, the manner in which this was communicated was abrupt, unhelpful, and lacked any willingness to find a reasonable solution. I even offered for her to accompany me if that was preferred, but this was also dismissed. As a result, I felt I had no choice but to leave all items behind. My mother, who was also shopping with me, did the same.

This experience was extremely disappointing and does not reflect the level of customer service I expect from River Island. A simple, customer‑focused approach could have easily resolved the situation.

I would appreciate it if this matter could be reviewed, and if appropriate, addressed with the store to prevent similar experiences for other customers.

I ordered two discounted children’s sweaters and paid a high delivery fee. Only one item was delivered. Customer support keeps asking for the same information repeatedly, and each reply takes 48 hours, which unnecessarily delays the resolution. The issue has still not been properly reviewed.