River island Reviews 

I recently visited this store to return a faulty item. Although I no longer had the receipt, I provided a bank statement clearly showing proof of purchase. We were not asking for a refund—simply an exchange—and we also purchased additional items during the visit.

Unfortunately, the customer service we received from the store assistant was extremely disappointing. The way both my partner and I were spoken to was rude, condescending and unnecessarily confrontational. We were made to feel as though we had done something wrong, despite providing legitimate proof of purchase and following a reasonable process.
While the item was eventually exchanged, the experience left us feeling embarrassed and treated like criminals rather than valued customers.
Hoping the issue was isolated, I attempted to raise a complaint through the company's website so that the staff member could at least receive some feedback. However, that process proved even more frustrating. The responses felt completely automated, with repeated messages asking whether there was anything more they could do because they hadn't heard from me, despite my previous communications. It felt impossible to have a meaningful conversation with an actual person.
Overall, the lack of customer care both in-store and through the complaints process has been extremely disappointing. We have shopped with this retailer for many years, but based on this experience, we will not be returning and will take our business elsewhere.

Amazing experience given from Faris alkamarani. Saved the day by helping me pick out an outfit for a special occasion. 10/10 all round. From start to finish he gave me a personalised experience

I ordered brand new shorts from River Island, but received a heavily used item. Inside the pocket was a dirty napkin and a receipt from a pizza restaurant in Miami. I do not live in the US. This means River Island took a used return, skipped basic hygiene and quality control, and re-sold it to a customer as a brand-new item. Completely unacceptable.

Bought items online returned them quickly as not suitable.Charged postage and been nearly 14 days no refund.Also item prices changed to sale price which may be unethical
Feels like online returns are a moneymaking scam

Really disappointed in the level of customer service I’ve received over a faulty online order I started reaching out one week ago today and am still no further forward. My issue is a checked out with either a old email or as a guest so I can’t find the details so I’ve supplied order total what I ordered and delivery address and still your customer service team say sorry not enough info surely this isn’t right. It’s totally putting me off buying further I’ve asked yesterday to be escalated and I’ve not heard a thing….the dress was £59 not exactly cheap and a want is to find it how I return etc for refund….poor from riverisland!

I have bought from River Island for many years both in store and on line. Bought on line recently and prices were in euros but as there was a union flag and United Kingdom at the bottom of the page didn’t think too much - on returning the items I am £11 out of pocket and have been told I should have changed currency? Why would I when there was no obvious option? Apparently I should have clicked on the flag? Will never buy from them again - absolutely disgusting- they could have honoured the refund and saved a valuable customer but they chose not to - I wonder if the exchange rate had been in my favour if they would have sent me a higher rate!

Refused a return that was just over the 28 days. No credit note offered . Just a blanket NO. The heat wave made returning it very tricky but no consideration even though item was still being sold . M and S next door did accept. It’s a Poor way to treat good customers. I Won’t bother going again shopping there again. Read the reviews management…. and take note or you will go under soon. The customers you have are worth hanging on to!

What has happened to River Island? It used to have great clothes to suit all ages and good quality. Now I can’t even spend my money here the styles are just so off. I spoke to an adviser and asked who the buyers are now as its gone so badly downhill, she just shrugged and said yeah, awful isn’t it but they don’t listen to us when we give them customer feedback so what can we do? Then she said don’t worry you have a year to spend your voucher, something may come up one day that you like. Really? Guess i’ll pass it on to someone younger who MIGHT, just might, find something half way decent in the store they like. Doubt it though as everyone i talk to says the designs are yuk now.

I ordered a pair of capri leggings in size small.
They are baggy, extremely thin and see-through.
I paid, including postage, £23.00 for this trash!
The best place for them, is the bin.
NEVER AGAIN will I shop at River Island.
What an absolute rip off and a waste of time and good money.

I ordered a top about 3 weeks ago, tried it on last night to find the belt was missing. I contacted customer service to ask for a replacement belt to be told there is nothing they can do as it’s over 10days from when I ordered it! I am absolutely disgusted, this renders the item faulty as it’s missing a part. I wasn’t after a refund, just the belt. This is the first and last time I shop at River Island

Horrible customer service, they sent me shorts that were sewn together and unwearable because leg can’t get through. There only option was to have me return at a cost of 50 dollars. Horrible

Ordered a shirt online described as ‘Green COTTON Tropicana beach shirt’. Product details even stated 100% cotton. As soon as I opened the bag containing the shirt I knew it wasn't cotton. Checked the label and it stated 80% viscose 20% polyamide, a far inferior fabric. Rung them up to complain and advised them its false description, and trading standards take a dim view. ‘Oh I’ll send you an email, can you reply with photos of shirt and label’. Still waiting on email…. Will DEFINITELY be reporting them to trading standards, their customer service is shocking, although not surprised as based in Timbuktu or somewhere.

I went in the store to purchase a dress since they didn’t have my size I turned to leave I had a bunch of H&M bags and they only contained clothes that I had already brought with their receipts the alarm went off and the security woman grabbed my bags forcefully leaving me surprised and even after she checked every single receipt and couldn’t find anything since I hadn’t done anything she refused to give my bags back even though her manager told her to give it back that I didn’t take anything it was probably something wrong with the machine she refused and when my mother tried to grab the bags back with her rights the lady grabbed it forcefully. And I am not a racist person I am only saying this so the other workers don’t get in trouble it was a hijabi Pakistani woman around her 40s. I am highly disappointed and never plan on visiting again. PLEASE DONT COME HERE!!!!!

There should be an option for 0 stars.after completing payment for an order, I got an error message that the order couldn’t be placed. I placed it again successfully. However, I then noticed that the payment for the unsuccessful order had been taken. I’ve contacted their customer care and they are not understanding the issue and are ignoring me. Tried to get help through their social media and again, won’t listen. I’ve sent them the evidence too. My bank have informed me that RI need to reverse the hold they have on my funds but they are ignoring my requests. Dreadful so called ‘customer service’.

Visited Festival Park branch in Stoke on Trent today, Debbie was amazing and I truly valued her input. She recommended I tried as dress on as I was convinced it would be too small but wow….she was so right. I tried it on and it fitted perfectly and I felt a million dollars in it. Great self confidence boost and I got emotional (oops) as it was for me to wear at my daughter’s graduation. Thank you so much Debbie x

Poor quality, poor customer service, cheap labour. Cheap materials. Bit English prices. Inaccessible to people with a disabilities breaching equality laws.
Very disappointed to see what the pressure of cheap online shops has done to river island.
The change in quality and experience has dropped alot over the last few years. I will never shop here again. I hate cheaply made clothes and customer services not in england.

Bought a dress arrived today payed €92 it is absolutely shocking the quality cheap cheap materials stitching shocking and totally totally see through, have shopped for years in river island but lately having to send back nearly every item, it's fine to use cheaper materials when the price reflects that but it's a total rip off I'd even imagine dresses from temu are better quality, very disappointing absolutely nothing shopping in river island in the future

Lovely helpful staff in the river island morfa branch in swansea

Absolutely shocking customer service.

I returned a parcel containing multiple items and have Royal Mail proof of return showing the parcel was accepted and weighed. The weight of the parcel is a crucial piece of evidence because it demonstrates that the returned items were inside the package when it was handed over.

Despite providing this evidence, I was told that several items were allegedly missing from my return and that no refund would be issued. The company claims they cannot explain why the items were not received, yet they have chosen to place the financial loss on me rather than properly investigate what happened after the parcel left my possession.

What I find most concerning is that the parcel weight appears to have been completely disregarded. If the items were not in the parcel, the weight would not have matched. The weight recorded by Royal Mail is independent evidence that supports my account, yet it has seemingly been ignored.

As a customer, I fulfilled my obligation by returning the items and obtaining proof of return. Being told that items I know were returned have somehow disappeared within the returns process and then being denied a refund is completely unacceptable.

I have lost confidence in this retailer's returns process and would strongly advise customers to keep all return receipts and parcel weight information, as you may need to fight for a refund even when you have evidence supporting your claim.

Extremely disappointing experience.