My online purchase at RI online store never arrived, was the subject of extra custom taxes and fees I was never told I would have to pay, and after exchanging emails throughout 2 weeks period, the seller asked for the package to be returned to them without informing me. Although I do have proof that the order has been returned, the seller still says it cannot proceed with a refund because of "legislation" issues, and can only start this after a period of 30 days. This was the worst costumer support I have ever encountered online. Misleading information on the website, contradictions between personnel dealing with the exact same issue. In summary, a nightmare and I feel I was scammed.

If only I could chose zero star! I made a purchase online 3 days ago for items on SALE. They were available online, I paid and I received the confirmation email.
I just received an email telling me that the order has been canceled due to "unavailability"! After receiving payment and confirming that the order was going to be soon dispatched!
If I knew I wouldn't have chosen to buy gifts to my family from there as I could have benefited from the SALE elsewhere from Zara or Mango which are actually far more committed to their customers. What a shame

Dear sir,
I'm Imran Bhatti we had happened in River Island with staffs. We went there return to my wife coat with my wife 3 months Boby girl and 6 years old boy. There ware staffs aggressive. One English girl and one Asian girl both said we are mangers shout with my wife and me with my kids then they call security 4 men and women 5 people come to for my family's they don't listen to me they did Behave with my family just like a criminal they said get out the River Island and my boy was scared with security behaviour.and River IsIand
Time 3:30 date 5/10/20 you can see recording is well, I would like to my refund back please.
I have a request for apologise me security and River Island 2 people's
They Scared my family's
I'm really looking forward from you
Your sincerely,
Imran Bhatti
*******@yahoo.com
*******6642

Disgusted that I have just been refused an exchange in one of their stores! L bought my daughter a dress for her birthday in March, which she was also bought off another relative (we know her taste well)! We then went into lockdown so couldn't return the dress l got for her, complete with receipt. Yesterday was our first opportunity to return the item, so went to the Burnley store, chose new items for a swap, only to be told that we couldn't do this, apparently because it is 'out of date'. The dress in question is still for sale in the shop at the full price so I don't get why we can't exchange, especially given the current Covid19/lockdown circumstances that l don't need to go into detail about. We were not asking for a refund, just an exchange! We have been able to swap or return other items recently that we couldn't do before now no problem and think this is pretty disgusting that we couldn't do it in River Island! Not only this but I now have a disappointed child to contend with who doesn't really understand why we couldn't swap the items. To make matters worse, the shop assistant gave us the customer service number, which is an automated message and therefore a complete waste of time! Terrible policies and I would avoid at all costs!

I brought a top for a freind within the Christmas extended returns period, it didn't fit and I went in to exchange it (st Helens store) to be told by a very rude member of the team that I needed to have asked for a gift receipt to be within policy, there was no management in (eg manager or assistant manager) just an equally as rude team leader or whatever they are named. I asked to speak to her and she said there's no point as she would say the same, my normal receipt isn't enough. There was a board that confirmed their policy and this was incorrect! Then emailed the complaints team who said that they would refund the money if I took it into store, this was in black and white. The really nice store assistant (wish I remembered her name!) said this would be fine but she needed to check with her assistant manager, the assistant manager refused, read the email and said he doesn't care what it says it's his policy and it will flag back end, I asked when his store manager would be back and he would not give me her first name or when she would be back. Just that she wouldn't be back for a while. He was EXTREMELY rude! How he is a manager I do not know. I then continued with my complaint on email, they asked me to return the item by post and keep proof. I lost the purse with the proof which is fair enough for a few months as it was in a purse that I miss laid, I then found it and sent it off to be told I could only have a gift card of the amount, I have sent numerous pictures of a refund being promised and the company are out right refusing to do anything but a gift card! It's appalling! It's £21 which is no biggy it's just the pure principle that such A big company are atrocious!

Shocking refund policy!
I purchased a pair of men's trousers online, in the store, with the help of the shop
Assistant as the store did not have the item in the store.
She mentioned that the item could be returned, as normal online purchases, for a full refund, if it was not suitable.
The item did not fit and so I returned it, via mail, at my own cost, using their labels etc.
It took approximately 14 days for River Island to send me a notification and a GIFT CARD in lieu of a refund to my card!
Apparently the store assistant failed to inform me that if you make an online purchase in store, you have to return it TO A STORE to get your refund.
This is outrageous!
Last time I ever purchase anything at River Island. No wonder the High Street is dying!

I made an online order. I received it on 20/06/2019. I have returned 23 items via Hermes courier using River Island Parcel collection. Which means 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.

I have been waiting for ages to get confirmation about the returns. I ring the customer service several times and I have been advised to wait.

On 4th of July 2019, I got an email that only 5 items are returned. 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 received an email 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"

Thus, I have been penalised for an error with their system. 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 Riverisland has a dispute with Hermes, this should be managed by River Island not me.

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.

This is the first time to have such bad and unfair experience.

Actually, I am very unsatisfied and I am planning to take legal actions.

WARNING. DO NOT BUY FROM THIS COMPANY.
I purchased a suit and it arrived damaged. The quality is poor as well.
I requested to return the item and was told I will need to pay for returning it. It costs $150 to ship it back with tracking which is what they suggest to do. $95 without tracking number, but they can claim they never received it.
I have emailed them and not heard back yet.
This is unacceptable. Why should I pay for damaged goods?
I hope to hear back from someone soon with a quick resolution.

I ordered the wrong size and tried to cancel my order immediately but was told it was too late. I was told to deny the package at the door and it would get sent back to the company. I then ordered the same jacket in the correct size. The original order was delivered but I wasn't able to deny the package at home even though they required a signature for me. The delivery person just dropped it off without ringing bell. When I asked for printing label it turns out it's gojng to cost me $104 to ship it back. So now Im stuck with 2 identical jackets that cost me $335. I will never shop at this site again.

I called in for a product that says it was available at the 213 oxford street store, so I journeyed 2 hours to the store as I needed to travel out of the country next day. Little did I know I was on a trip to the most unreasonable store manager ever. The sales guy checked on the pda and it says they had 5 available but the manager won't sell because he wanted to use it for promo. Excuse me manager, I've just traveled all the way down to your store because the telephone and online service says you have it stocked and we've confirmed from the pda that stock is certainly available. Your sales assistance has gone to check the stock room and has confirmed the physical appearance of what I came to buy. The manager kept lying right to my face item was no longer available. No other company has been so unreasonable as the customer service agent said they couldn't overrule the store manager's decision. Today has been an absolute waste of my time and money. This is certainly a goodbye to RiverIsland from me as it's clear that customers are certainly not valued in their culture.

I ordered two separate orders as the 1st one never got delivered I then had to ring them fill out forms and finally demand my money back 2 weeks later second order didn't arrive as expected numerous phone calls to DPD and a £10 off order in which I ended up with £2.12 What joke and when I emailed them about all my wasted time, phone calls they sent a numeric email back with not even so much as a discount offer will never use this site again...

Very disappointing shop and costumer service! I made two orders on their website totalling 150 that have to be delivered outside UK, orders were supposed to be delivered on the 25th June, just one of the parcel arrived and the other one has been probably lost. Customer service have no idea where my parcel is and they don't want to contact DPD. They don't even offered a refund! This is ridicoulous you don't care about your costumers, I will never order with them again