River island Reviews 5,407

I purchased a dress which when worn once the colour ran. Dress was washed as per instructions.
When I contacted Customer service, I was given different responses. I was told I could return then as it was purchased within the last year that there was nothing that could be done. A dress worn once and now completely ruined.

I am extremely disappointed with River Island's customer service regarding my recent order. I received the wrong item and, after returning it with all the necessary details, I was shocked to find that they refuse to issue me a refund. This situation has caused me a great deal of distress, and I’ve been crying every night over it.

I saved up my money for a long time to buy myself a birthday present, and now I feel completely let down. I can’t even bear to tell my parents about this because they know how hard I worked to save that money. It's heartbreaking to see all my efforts go to waste, especially when I followed all the return procedures.

I trusted River Island to handle this situation fairly, but instead, I feel ignored and unvalued as a customer.

The River Island online shop hasn't refunded me for the wrong item they sent me.
I ordered a beige premium beaded pizza shoulder bag on November 7th, but instead, I received a plain red faux leather bag.
I've paid
-for delivery,
-for the return, and
- for the wrong item that they sent me!
DHL confirmed that the return item was delivered on November 22nd, and it's been 23 days since then without me receiving a confirmation email or a refund

Terrible customer service. I’ve emailed a hundred times, and they keep asking for the same information over and over. Returns are made unnecessarily difficult. Horrible company.

I Brought a jumper online purchased £53.00
I ordered a L which was smaller than yr average large I didn't even try it on just removed it frm package, So I returned bit was told £2.95 would be deducted for return.
Only received 46.05p
Do the maths 🤔
Spoke to customer services for what it was worth come to find out the £4 for delivery which unbeknown to me was what they deducted for the delivery fee
I would never purchase anything frm river island again 😒 so customers if you order on line be prepared to loose £7 out of a return item which was sent in timeframe unworn The nerve 🙄

I will never order from river Island again which is a shame I have brought my clothes from them when they first opened many many years ago. They charge you postage to order an item . Unlike many other retailers they charge you postage to return . I received my refund and then I noticed they have deducted another 2.95 return charge. WHY I have contacted customer services because I should have this money returned to be its daylight robery. I will look into reporting them to trading standards. How long have zi not noticed this triple charge they must be making a fortune out of us. Never again for me. I have now been contacted by River Island they confirm they do charge another 2.95 just to process a return. No other retailer does this

I recently went to River Island in Cwmbrân Christmas shopping saw a bag in the window went inside & couldn’t find it on asking the assistant she got the bag out of the window to check the stock said they had two in stock. After she went to check she came back to tell me she couldn’t find them so I asked to purchase the bag she was holding only to be told that I couldn’t purchase it because it would spoil the display I would have purchased another bag as well as that one but obviously they didn’t need the custom.

Fantastic customer service at River Island, Oldham. Nothing was too much trouble for the staff. Lots of good advice and help. Above and beyond service. Very impressed. Massive thank you guys.

AWFUL! Was sent the wrong item and was made to buy the correct one and not given any help to get this resolved. Dominic from customer service is the worst I have ever encountered. I will not be purchasing from here ever again!!!!! Thankfully Andy helped me but I have still had to buy the item and wait to be refunded....not ideal.

Lovely and kind staffs. I give them 10 out of 10 which is a masterpiece. Very helpful and friendly. Loren and Aryan both was so nice to me the best

SURREY QUAYS STORE has the LEAST HELPFUL staff members I’ve ever come across. Glad it’s closing down. Good Riddance.

I am writing this review after weeks of going back and forth with River Island about a missing order and being left completely out of pocket.

I placed order for around £276 which was sent via DPD. The tracking shows it as “delivered” on 13 November 2025 at 14:52, but I never received this parcel. No parcel at my door, no parcel in a safe place, no card, nothing with my neighbours – the parcel simply did not arrive.

I contacted River Island customer service straight away and followed every step they asked of me. I filled in their non-receipt declaration form and cooperated fully with their “investigation”. I was initially told that a refund request had been submitted and that it would be reviewed by their Customer Resolutions Team.

After all of this, I then received an email saying that they had “not identified anything that would explain why I have not received my order” and that they were therefore refusing to refund me. They also stated that they would no longer respond about this issue unless I had “new information” and suggested I seek independent legal advice if I wasn’t satisfied. This is despite the fact that I have clearly reported that I haven’t had the goods I paid for.

So I am now in a situation where:
• River Island has my £276
• I do not have my order
• They have effectively closed the case and pushed me towards legal action rather than resolving the problem

This feels incredibly unfair and completely at odds with basic consumer rights – if an item is not received, the retailer should deal with the courier and ensure the customer is either sent a replacement or refunded. Instead, I’ve been made to feel as though I’m not believed, even though I have done everything they asked.

The most frustrating part is the tone of the final response: it was cold, dismissive and gave the impression that they were more interested in protecting themselves than in helping a loyal customer who is simply asking for either the goods they paid for or their money back.

I am now having to explore this further with Citizens Advice / Trading Standards and my payment provider, which is stressful and time-consuming – all over an order that never turned up.

I’m leaving this review so other customers are aware that if something goes wrong with delivery, you may find yourself stuck between the courier and River Island, with nobody taking real responsibility. At the moment, I would not feel confident ordering from River Island again, knowing that if a parcel goes missing, the default response seems to be to deny any responsibility and refuse a refund.

I hope River Island reconsiders how they handle lost parcel claims, reviews my case properly, and does the right thing by refunding me for the goods I never received.

I received an email from River Island with a £5 off code as part of their 12-year anniversary promo, which I thought was a nice gesture—until I actually tried to use it. The code wouldn’t work, so I went on live chat for help. I was connected with someone named Rezaan, and the experience was honestly frustrating.

I had to repeat myself multiple times, and they asked me four separate times to attach the same things: the email, the error message, a screenshot, and even my basket. I kept sending everything they asked for, yet they still kept requesting the same information again and again. After all that, they suddenly ended the chat without helping me or resolving anything.

For a brand as big as River Island, I expected better. This was supposed to be a thoughtful anniversary gift, and instead it ended up being a waste of time and a very disappointing customer service experience. I won’t be relying on their promotions or support again anytime soon.

Your request (1145560

Ordered online via Klarna. Returned item in store, did not get given a reciept. Lady on till didnt seem competent (Gloucester store). Klarna now recharging me even though I returned the item and recieved a full refund. Went back into store and was told to call head office (the lady I spoke to instore that day was actually helpful) RI claiming return is not logged their side, but I have provided proof that I received a refund into my account. Spoke to two different people at head office, first one said that there was a return logged and she would send a reciept via email. Didnt recieve so rang up again and got fobbed off by someone different. Seems they are making a mockery over customers, lots of laughter in the background of the call centre. I just keep getting told to go back to store. I've asked if I can make a complaint but am just being told to go back to store.

I purchased a top and when I put it on it came away at the seam.So I could not wear it .I returned it to the shop with my bank statement as proof of purchase.I was told they would give me the reduced price as they couldn’t find it.And when asked to speak to the manager she refused to come to see me.And I left the shop very upset at how I had been treated.I have contacted complaint s department.And nobody has contacted Me. or refunded or replaced my top.Always purchased clothes from here so disappointed.

We had a wonderful experience in the bull ring Birmingham store today. Saiqa in the fitting room was so helpful and accommodating - the store glow up is amazing.

Edited * asked for a complaint reference number, the advisor ended the chat!

Ordered £100 worth of goods in the sale. Had an email from Royal Mail saying they are returning to sender. Contacted through chat they stated I have to wait 14 days and then they will issue a refund. I asked what happens if they don’t receive the parcel, they said they would refund anyway. So why am I having to wait 14 days when the outcome will be the same? All I want is the clothes I ordered. They can’t even send a replacement parcel. I want my money back now or the goods I ordered. I will be charging interest on my money.

I went in looking for a waterpoof coat. All the coats were non waterpoof and also not hooded considering we are at the end of November. What shocked me was the bullying of older staff to younger staff. I witnessed fat shaming and also offensive behaviour towards myself by one of the staff which set off barking laughter from the rest of the staff. Cheap behaviour for an overpriced store.

Would give zero stars if I could. Ordered online. RI cancelled the order. I asked why. They said they’d put a block on my account. I sent emails over a two week period asking why and asking for all data held about me to be sent to me. I didn’t receive a response. Two weeks later (today!) they have taken a payment for the cancelled order out of my bank. I’ve emailed about what is going on here but as yet no reply. Total shambles. Avoid !!!

The order I placed was delivered to the wrong address by Evri, so I e mailed river island informing them that my goods had not been delivered to me and all I got was a reply saying sorry and that my order had been delivered 🤷‍♂️
Last I will order anything from river island