Riverisland reviews

Riverisland reviews

Very low
1.9
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
87 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Terrible online shop

Just a terrible customer service. Trying to place an order but it says ''Invalid Card number'' so I contacted the customer service they just gave me some poor options that all did not work and at the end they just tell me to try another time.

All and all, terrible
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

online order terrible customer service

invoice was for size 3 shoes box was size 3 , shoes were size 4. telephoned customer services told to return to shop for exchange but shops will not have stock yet as these are a new line.
cannot exchange online so told to re-pay and submit a new order and they will refund when they get the first order back their system cannot cope with exchanges lol.
if we wanted to go to the nearest shop 9 miles away we would have in the first place, will never recommend or buy from them again
please beware
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Online Store Hazardous for Their Brick and Mortar Shops

Listen (or read up!),

Shopping with RiverIsland.com has been the absolute worst customer service experience I have EVER had--so much so that this is my first negative review of ANY company. I wouldn't have given them any stars, had that been an option.

I wish I had the foresight to search for customer reviews for this online retailer BEFORE I decided to shop with them. Just one quick Google search and I found that over 80 other customers agree, RiverIsland.com is piss poor as a service provider.

I placed an order online on February 15th with the expectation of receiving my item in 8 business days (by Feb 26th) as indicated on their website. My product was released on February 16th and the despatch e-mail indicated that I would receive my delivery on March 1st. It also provided details about how I could track my order online. I followed these instructions to their carrier site which said that my package would arrive within a window of time, no later than February 28th.

On March 2nd, I had not received any package, phone call, or letter updating me about my delivery. I contacted RiverIsland.com and was then told that they could not track the package and I needed to wait 16 business days before they would be able to offer any assistance. I was told to contact them again if I hadn't found anything new by March 10.

As you can imagine, I was appalled by this new bit of information and requested a full refund as I hadn't received the merchandise and they could not provide me with any details about its location. They informed me that I should check with my customs office and/ or sorting office. By now, they have not once, offered any acknowledgement of fault or remorse, far less apologize for the inconvenience. In fact, I felt challenged when one representative referred to their Terms and Conditions as if to say, "I don't know about you, but we're protected." He then proceeded to tell me to contact them again on March 11th (notice how the time continues to be prolonged).

After waiting over two weeks for a item that I had purchased as a gift for a friend who'd be celebrating her birthday in the States, not receiving that item, having my friend return to her home country, and still not having any idea where my order was, I now was expected to go on a wild goose hunt for it at my local customs and sorting offices. Uh huh, oh yes! This is fine customer service.

I spent over an hour at the post office on March 8th waiting as the postal workers searched for this mystery package to no avail. When I contacted RiverIsland this morning (March 11th), I was told, "We are very sorry to learn that you consider your River Island parcel to be missing." Even after all of this time, this company had done no search of their own and yet they are telling me that I "consider" the package to be missing. What kind of non-apology is that?! That's a great way to add insult to injury.

They followed this by providing me with a digital form for missing parcels which I was instructed to fill out and mail back to them so that they could finally do an investigation. And still, they had not answered ANY of my questions about providing me with a full refund.

I filled out the form for them and emailed it to them promptly, right after I called my bank and filed a claim dispute. I did not offer this mega-company a personal loan. I provided fees for a service that was not rendered. And, I will NEVER shop with this retailer again.

I suggest you stay clear of them too. Unless, you somehow enjoy wasting time and losing money.

I hope this helps someone else.

Take care,
Frustrated Friend
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Avoid this company, they will steal your money

Ordered some times from river island as christmas presents and never received them. i opened a case with the company i paid through and they said that they had tracking information to say the item not been delivered to my address through my letter box..
1. what i ordered would not have fit through my letter box
2. there is always someone at home therefore the item would have been taken at the door
3. there was no signature to say the item was delivered, therefore as far as I'm concerned, the courier did not deliver the item.

never got my money back and never got the items. I will NEVER EVER shop with river island again, they are rip of merchants.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

They want my bank statement!!!!

I returned items to them and patiently waited for a refund....... after 5 working days I hadn't received it so emailed them again, they said to wait 10 working days then send them my bank statement so they could help me further (erm NO) .... 10 working days later I emailed them asking where the refund was and I wouldn't be sending the call centre my bank statement as its private and confidential to which they replied we need ur statement to investigate the refund, so I got in touch with Trading Standards who said they DO NOT need the statement and they are breaking all kinds of distance selling acts and legislations, so official complaint is winging its way to them on the advice of Trading Standards, I will get my refund if it's the last thing I do, poor poor service, I will never ever buy from this company again!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Discounted Biker Jackets

A leather Biker jacket is a type of clothing—a jacket-length coat—usually worn on top of other apparel. The leather material is typically dyed black, or various shades of brown, but a wide range of colours is possible. Leather Biker jackets can be designed for many purposes, and specific styles have been associated with the subculture called greasers, motorcyclists, military aviators, police, and music subcultures, who have worn the garment for protective or fashionable reasons, and occasionally to create a potentially intimidating appearance.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Worst website to buy from

They make every step of the purchase process difficult, silly things like enter country if outside UK, so I left it blank because I'm in the UK, I then get an error message telling me I have to state my country!

That's just one example, but I could go on.

User testing is an excellent idea, oh, and make it easy for new customers to join up or they may just give up!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

AWFUL

As most others have mentioned on this platform. River Island has THE WORST WEBSITE EVER!! My shipping address was loaded into their system WRONG and I tried for days with emails directly and on their Facebook page to resolve and correct this! Got the same automated email response from them time and again. I finally posted a scathing review on their FB page and sent another email which finally got their attention. STILL….heavy sigh goes here, the issue has NOT been resolved and NOW they say my order has been dispatched to what is a WRONG ADDRESS…..PLUS the tracking number they gave me is invalid…..why am I NOT SURPRISED; another heavy sigh goes here. After reading all of these reviews I SO WISH I HAD NEVER ORDERED from this INEPT COMPANY!!!! Another HEAVY SIGH GOES HERE!!! REAd and TAKE HEED people!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

4 months after ordering FIRST item online - NO PRODUCT, NO REFUND, LITTLE CORRESPONDENCE & INCOMPETENT CUSTOMER SERVICES.

River Island deliberately mark customers' parcels as 'Collected by Customer' if uncollected, keep their money, and then make it exceptionally difficult to get a refund if you file a claim. Seems fraudulent to me.
I ordered a top on 25th October 2013. It was due to arrive in store on 2nd November. I tried to collect it in store about 12 / 13 days after this date (you are allowed 14 days to collect). I had my debit card, proof of I.D, my order number, product number, product description, price, size, e-mail address, all written down. The assistant said without the e-mail she couldn't even check if it was in the stockroom let alone give it to me - a lie as all they need to check is apparently the product code. The item was then supposed to be sent back to the warehouse for a refund. I was away for a fortnight following my visit to store so couldn't come in again before this. My Order Tracking Status said it was passed to a carrier on 25th November so I assumed all was fine. I got an e-mail on 16th December saying my parcel had been delivered to store, but no prior correspondence saying it was delayed. This was the last week of university semester and I did not have time to collect it. I assumed it would be sent back to the warehouse automatically when not collected and River Island would contact me about this. Nope. And because I was so busy with exams, it slipped my mind until the start of February. I checked my order status online - 'Collected by Customer' and sent two e-mails to customer services over the course of a week, which were not replied to. So I went into the store; the store manager seemed to be confused as to why I bothered coming in. 'All she could do' was ring customer services, who told me it would be passed to the admin team, who would contact me within 48 hours (of 14th February). The manager stated on the phone that their store was instructed to 'Mark all uncollected parcels as 'Collected by Customer' over the Christmas period'. The 'admin team' did not contact me, let alone within 48 hours. I got an e-mail asking me to sign a legally binding declaration that I did not receive the parcel at the delivery address below, and any false claim could result in prosecution, before they could start investigating the case. I requested further clarification by e-mail that this applied to cases of 'non-collection' (even though I had adequate information to collect it) and not just non delivery, before I signed said intimidating document. Still no response after a week, despite sending ANOTHER e-mail asking for an update! I called customer services last night who said 'yeah it seems we're just waiting on a return of your declaration form' - YES BUT HAVE YOU READ MY LAST E-MAIL? Clearly not! So I asked her if the form applied to my case etc, to which I got no real coherent answer. So I signed it, scanned it and e-mailed it to them last night for the sake of speeding it up. I got an e-mail this morning responding to my earlier 'can you update me as to what's happening?' request, asking me to return the declaration form, which I already did. FACEPALM. I sent it again and have stated that I will be contacting Trading Standards at the end of next week if the issue is still unresolved. Today's date is 22nd February 2014. I have been courteous and polite and had very little help. I shall be filing a formal complaint soon.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Site doesn't work on my Samsung Nexus 10 Tablet!

Their new site looks great, but doesn't function properly on my Samsung Nexus 10 tablet. The category pages aren't clickable and the drop-down menus don't work properly for some reason! Very frustrating! I ended up giving up on tablet and ordering on Laptop instead. Really needs fixing!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

a bunch of idiots

213 Oxford Street. Do never ever work there. They own me a lots of money, and after 2 months I still didn't receive my p45. Also, when I started they lost my p45 from my previous employers without even tell me, so I found out that I got taxed as that one was my first job. And obviously I didn't have those money back yet, as the HM Revenue and Customs is not able to proceed without the p45. UNBELIEVABLE. My manager stop reply to my calls and I had to pretend to be someone else to speak with her.
They should hire people that, at least, are able to use a calculator to sum up the hours. They don't care about employees, pay is beyond shit. Basically an authorised slavery.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Un-professional and "Speak to the hand 'cos the face ain't listening" attitude!

Returned a jumper to the Kingston branch as a hole appeared in the front of the jumper after only one hand wash, (even though the directions were for a 40 degree machine wash). Neither the Manager or the Holding Manager would accept this was a manufacturing fault and implied I had somehow caused this myself! The Manager was very un-professional and wouldn't even make eye contact. She then offered to get the Holding Manager, who was equally disinterested! They had obviously decided that they were not going to do an exchange or refund and suggested I contact Customer Services.
They both left me feeling very angry and frustrated as neither of them seemed to want to listen to what I had to say let alone do anything about it!
I will never shop in River Island again!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

appalling!!!!

I have been complaining to river island via email for 6 weeks now and the matter is still unresolved! I have had a reply from a different person each time and they clearly do not read the previous emails as their replys have not been relevant to ny complaint and on many occasions I have had the terms and conditions pasted into the email rather than write a reply which is also nothing to do with my complaint! After one of my emails i didnt get a reply so after 8 days i contacted them again and was told that they had told me they couldnt help (so now I was just been ignored!!) I asked to speak to someone else and have been told 'no theres no one else here' and when asked again I was replied with 'Charlotte you have already been told!' They are rude and dismissive and refusing to listen to my complaint! The clothes i received literally fell apart when i tried it on too so not even worth ordering i the first place! I have finally been given an address to write to but I dont have much hope. Will never shop here again!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Shocking customer service Never order online from this company

I have never had the misfortune of dealing with such bad customer service. I paid extra for next day delivery, didnt receive the items until two days later and they won't refund my delivery charge. Even though i stated i wanted the package to be left in a safe place. I have spent all day liaising with their customer service team on email and had to even phone to speak to them and finally spoke to a manager and not one person hAs resolved my issue. I have wasted so much time on this, their customer service is shocking. To top it off one of the items I ordered is faulty (diamonte in necklace has fallen out and it's still in the sealed bag).so it's quite obvious items are not quality checked before they are sent. I have been told I have to return this item to them then they will decide if it's faulty or not. What a joke. Never again will I be dealing with this company.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Return product 1.5 months ago and no money still

I am currently out $200 because River Island, who doesn't have a 1-800 phone number, will not acknowledge any of my emails. I live in Canada, and find it hard to even reach them by phone (they charge for those on top of international standard call charges). they are awful! I will never purchase anything from them again...all this headache was not worth it!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Untrustworthy company

I returned a dress from the US 45 days ago and still haven't received my refund. I even paid for the return shipping as well. I tracked my package and it was delivered to them 40 days ago. I am absolutely stunned by this company! I have emailed them numerous times and they keep giving me excuses after excuses. They have to investigate first, then asked me to scan the postal tracking info. I have done everything and now they want me to fill a missing package form. I am so sick and tired of they bullshit! I might just have to dispute my credit card.

Shame on this company! Never ever giving them business ever again!! Please do not order from them!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Shocking Service will not shop again with them

Placed an order on 19th Dec for a store pick up. Visited the store twice but was told that we had to wait for an email before we could collect. No Email still as at 23rd Jan.
Emailed customer services on 3rd Jan complaining didn't even have a response. Have called them today and apparently it's the stores fault they have the parcel but haven't scanned it in so the collection email hasn't been generated. The customer service email has been missed and they apologised. Apparently it's a rare occasion, after reading other people's experiences on this site I agree it is River Shiteland! Won't be buying from them again and so much for a brand name! I asked for compensation and they offered nothing had it been one of the other reputable stores on the high street I'm sure it would be different, they want to protect their brand image and reputation, obviously River Island do not. Rant over!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Pas reçu ma commande mais nous avons été remboursé.

Bonjour
Début décembre 2013 j'ai commandé sur le site un manteau pour ma fille normalement livré le 3 Janvier dernier délai. N'ayant toujours rien reçu une semaine plus tard et après plusieurs contacts téléphoniques avec leurs transporteurs (DPD/Chronopost/Exapac) qui ne reconnaissaient pas le n° de tracking noté sur leur site, j'ai envoyé plusieurs mails en français/anglais à RI qui a fini par m'envoyé un formulaire de réclamation/remboursement. Une semaine après ma CB était re-crédité.....ouf !
Donc ATTENTION !!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Dreadful delivery service and even worse customer service

I order a package for christmas and they apparently delivered it and left it in a safe place, in other words the delivery driver now has a nice new pair of shoes. I never received it, sent loads of emails, and never got a reply, even after 9 days. Was forced to phone the premium line, which is a joke, and waste my money and time to after a month just get a email returning my money and saying "can we help you with anything else", as if they had anyway. No kind of offer to apologise for the inconvenience or anything else. Utter joke of a company and there delivery company yodel are an absolute disgrace. Never will I use them again!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Bad delivery

Even standard delivery is usually 4 days. I have been waiting two weeks now for my river island order. The tracking site is useless, firstly my order was due on Monday, then Tuesday ..... It's now Friday! Where is my order????? This is the first time I have ordered online from river island and believe me I will never do it again.

Is Riverisland your company?

Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.

Claim this company Learn more

Is this your company?

Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, it's absolutely free to respond to reviews. Learn more

Claim this company

Details

About this company

Find the latest women's clothing and men's fashion at River Island as well as the latest girls and boys clothes collection. Shop online at your favourite high street store

Visit Riverisland

Category

Riverisland is ranked 740 out of 742 in the category

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.