Riverisland reviews

Riverisland reviews

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No delivery?

I made an order nearly 4 weeks ago it's supposedly been delivered and signed for by me? Weird that because that is a HUGE lie!! River island have ignored repeated emails and calls all I get is an automated response saying they will get back to me in 48 hours, yet nearly a week after my first email no reply still.. I finally got a email after 2 phone calls today asking me to download a form print it out fill it in then post it back? Wtf?? Why do I have to go out if my way when I'm not at fault.. Sort your customer service out River island and whoever is at the complaints/customer service need to either be retrained or replaced!! I will NEVER ever use River island again your a joke!
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Wish I had looked here before I ordered...

I bought these awesome shoes and was so excited to get them... did they ever come? NO. And though i wrote to River Islands custome service and they told it was a problem with the national postal service I still think River Island should be held accountable because i order things online all the time and i have never not received my order. Maybe try making "tracking" available on your orders? This was my first and only time to buy via your online store. Get it together guys, cause you really do have great things...
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River Shiteland.

There is either a major problem with the courier service they use, or the only logical alternative is that they have employed a collection of Slow Loris's in the warehouses to pack and get the online orders out.

Have you ever watched a video of a Slow Loris? If not, go onto youtube right away and take a look at how they take about three hours to blink… Well, that's the equivalent of the speed at which you'll get what you ordered from River Island.
I personally think they should call it quits and open up a pie shop called River Pieland where they just throw pies in the general direction of people who have ordered them. That'd be a better delivery service than the shite that's going on at the moment.
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Despicable service, amateur and totaly lacking in prefessionalism.

I place an order on Dec 3rd for delivery to Australia having first phoned them to ensure that delivery would be in time for Christmas. Its now January 6th and parcel has not arrived. I phoned 4 times in the last month and every time the delivery date was pushed out further. River Island shipped it via a non trackable order (which I was'nt advised of in advance so they don't now where it is and have no way of checking). I asked for the order to be re shipped to my nearest RI store but have not had a response. Clearly Customer Service and customer satisfaction are very low on River Islands list of priorities.
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delivery is apalling!

A couple of years ago you would receive items within 3 days..then they stated within 5 days..only in the last 2 weeks it now states up to 15 days!! I shop with Topshop and have received items the next day they have been despatched just on a standard delivery...
river island have gone downhill in quality and customer services. They never reply to emails sent.
They are one of the worst to shop from..down there with Miss Selfridge whom I've been waiting for a refund for 2 weeks so far and they had the item ages ago. Im not made of money so refunds should be as quick as possible not 28 days! Really! Grrr
advice would to look on asos first as they stock good items and I've had no problems with them :)
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LATE DELIVERY APPALLING CUSTOMER SERVICE! AVOID

Placed two orders on 28-12-13 and paid express delivery to be delivered today Monday the 30-12-13. Order is nowhere to be seen even though you have ripped me off and I have paid £5.95 to receive the items I have paid for LATE? You did not even inform me you had problems with your courier until I rang you at 19:30 today I have stayed home and been waiting since 08:00 this morning. It was surprising that the advisor who assisted me was lovely and apologetic, his name was Liam! Your whole customer services team can learn a thing or two from him. This is just infinite disappointment..

I have only placed these orders as you were unable to change the delivery method of my first order that was placed on 25-12-13 so you have advised me to place the same order and use express delivery to get the item on time as my original order won't be delivered until next year (your standard delivery takes up to 15 working days which is 3 weeks) and just return it to get a refund once I receive it! Nice one River Island! Thanks for ripping me off and disappointing me all the daaaaaaamn time! I am now out of cash and without the clothes and shoes I have ALREADY PAID for!
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Useless customer services! Delivery takes years.

I have been a regular River Island customer and I shop in-store as well as online. I love all their clothes they are amazing and I cannot fault them. However, their delivery service is completely appalling! 5-14 working days is unacceptable for UK standard delivery which customers have to be charged £3.95 for. Most of the time, the deliveries are late as well.

I have recently ordered quite a lot of clothes, shoes etc. on their website on 25/12/13 which has expected delivery date of 08/01/2014. The only delivery method available then was UK standard delivery which costs £3.95 and takes up to 14 working days which is nearly 3 weeks. However on 28/12/13 I have noticed that their express delivery is again available so I emailed, twitted and facebook commented them regarding my order and if I could switch to express delivery which costs £5.95 and will only take up to 2 working days. Unsurprisingly, I have received no reply whatsoever, so I have decided to ring up their Customer services team and it costs 20p a minute via mobile to call them! Fantastic! To top it off, the customer service advisor was the most useless and ignorant person I have ever spoke to in my entire life. He was telling me that the order cannot be amended once it has been placed. How hard is it to change the deliver method of an order? As I work as a customer services advisor for a retail company as well; I know that this is not impossible to do and miracle does not need to happen for this to be done. I have been advised to place another order costing roughly £100.00 and use express delivery and return my first order once I receive it! I thought it was sort of a joke as I am not rich and that is just too much hassle when all he needed to do was to change my order's delivery method to express delivery and charge me an extra £2.00.

For God's sake, I have never been so mind-f*cked my whole life and their customer services is disgusting. Do not facebook, tweet or email them as you will be wasting your time. As to phoning them, it would be pretty useless as well as their customer services team is badly trained.

When returning items in store, I have noticed that their sales assistant are so dumb that they need to call their manager to inspect the item being returned when it clearly still have tags attached etc. I find it so rude the way they look at me like I am returning a worn item or something. Sort it out.

River Island your customer service never fail to disappoint me.
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DO NOT BUY FROM RIVER ISLAND

I am appalled with their service. First of all, I ordered a number of items with them on 20th December. All of my order was centred around some boots that I had been after for a while. They took my payment and sent my a confirmation email.

FOUR DAYS LATER after they'd send a confirmation and after they'd taken my money, they decide that the main part of my order (my boots) were out of stock. Now, working in the online retail services myself, I know that it doesn't take four days for an order to reach the warehouse for them to do their picking. It's sent a lot sooner than that (in my company, it's sent the same day as the order is placed, and if we find an item is OOS then we immediately contact the customer via email to tell them the item is on BACK ORDER. If it needs to be cancelled, my customer services team pick up the telephone, apologise and offer alternatives if there are any available. We are a VERY large online retail company, with hundreds of thousands of product, yet we still manage to do this very simple and basic customer service task).

Instead, without warning, they send an email saying sorry, we're cancelling this part of your order (which, by the way, is masquerading as a "yay! Half of your order is on it's way!" Email). Naturally, I'm really p'd off at this stage.

So I send them a message on their contact us page - do they respond?! No, they don't. Despite the fact that I mention I write for a lesbian and bisexual women's fashion magazine (which I do on a freelance basis alongside my day job as a customer service manager, it's called G3 and I am their agony aunt and fashion columnist) and I will be telling my thousands of readers just how terrible they are.

So, being ignored, I turn to good old social media. Their social media team should be sacked. They lack basic human interaction skills, have zero personality and resemble robots who have been fed bull to spit out to less educated customers. Unlucky for them, I know how the supply chain works and I have a very wide audience of people who listen to what I have to say. If their social media team need any training on how to effectively communicate with customers whilst showing personality, please send them my way. I've a vast knowledge of people who do this day to day, please look at the E.ON energy social media for inspiration!

Here's what I want them to do:
1) I want them to find me my pair of boots.
2) if they can't, I want them to offer me a replacement.
3) They also need to offer me compensation for their shambles of "customer service". I don't care what this is, but they should do it. In fact, I shouldn't be asking them to do it, they should just be offering it - but seeing as it appears they can't perform basic functions such as replying to customers when they talk to them and telling their customers that things are out of stock, maybe I'm setting my hopes too high.

DO NOT BUY FROM THEM,

Charlotte Moor
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Untimely and disgraceful customer service

I have tried any means necessary to get through to river island. I have emailed several times as well as sent them a Facebook message and written on their wall. Today is the 23rd of december, I put and order through on the 6th having being told my order would arrive on the 20th. Not only have i not received my package but i have also not as much heard a peep back from them regarding a possible delay etc.
Sadly the last time i will be shopping from river island.
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stupid service and rude customer services!!

I called up to see where my parcel is because I ordered it on tuesday and was told that the parcel would be there by 24th but the e-mail said that it should be there by 19th when i was speaking to John Henderson at customer services he was extremely rude and told me that a manager WAS available but wouldnt come to the phone becasue it was said in the terms and conditions that they are not liable for late deliveries!! so he admitted that it was late but told me that it doesnt matter they still cant do anything and i would still have to pay by £3.95. when i asked what they would do if it didnt get there by christmas and again he said they could do nothing and told me that i must get off the phone because there are other customers waiting!!!! this is absolutely shit service and the fact a manager was available but he refused to pass the call over because they couldnt do anything even though i demanded was just downright rude. john was extremely rude so when i emailed head office guess who replied... it was john!!!
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WHAT A ABSOLUTE JOKE OF A COMPANY

I used to be a great fan of RI, but this company is turned into one of my most hated and I refuse to give them any more of my money!!!
I buy clothes for my daughter, nieces and nephews as well as my self and always thought their clothing was of a good standard.
I have just got of the phone to the customer services department which offers no service at all!! This is the second order in 2 weeks that has left me in a pickle first my Red Dress for the office Xmas party didn't arrive on time and now i'm told the 12 items I have ordered for XMAS presents will not probably arrive until the 27th of December... FAT LOT OF GOOD THAT IS.
To top it off I ordered them on Monday with the confirmation email stating Delivered by Friday 20th December. According to Jason it has not even been picked yet, 5 working days and it has not even been picked yet!!! I can not get a refund, I can not find out when its likely to be dispatched and I can not do anything, not even speak to a manager. To top it off they were advertising that if you ordered by that date delivery would be before XMAS. All Jason could do is tell me about Terms and Conditions which in all honesty the Terms are I pay you deliver by the time you have advised on the confirmation or return my DAMN money instead of getting interest on my money and ruining my Christmas because I will be sitting around with no presents to give my family. Ironically I received an email just yesterday 19/12/2013 at 08.05am that says quote on quote 'Its not too late! Order before midnight for Christmas Delivery' LIARS DO NOT ORDER AS YOU WONT GET IT BEFORE XMAS AND YOU WONT BE ABLE TO GET A REFUND TO REPLACE WHAT YOU WONT GET!!! Stay away from this thieving company their delivery is CRAP and River Island has just lost a customer.

ARRRGGGGGGGGGGGGGHHHHHHHHHHHHHHHHHH
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Absolutely shocking!! Do not order from here!!

As a regular in store RI shopper I couldn't find an outfit I liked so thought I'd search online instead. I ordered a dress on th saturday and it was due for delivery on the Thursday. Around 10am on the Thursday I got an email advising it was delayed and I wouldn't get it until Friday. But low and behold, after 8pm on the Friday and still nothing!! Tried calling RI but shock horro they closed at 8pm. I then emailed and they replied saying they'd take 48 hrs to reply. And right enoug bang on 48hrs later I got a response saying pretty much nothing! "Sorry, we'll check with the courier". Then 48 hrs LATER they asked if I was sure I hadn't received it. Then 48hrs after that I had to chase them AGAIN for a response then after that they FINALLY gave me a claims form. The whole process from ordering to actually getting a refund has taken close to 3 weeks!!
THEN!! I though I know, I need another dress, let's get it delivered next day to to store. I placed he order on Friday and my delivery date was Sunday. I went into store today (Monday) to be told it wasn't here and some absolute garbage from the sales assistant trying to make up excuses on the spot!!
I went back AGAIN after work and the dress was finally there! But it's ok, they'll refund me my delivery charge...no apologies or good will gestures. Absolutely disgusting customer service!! NEVER AGAIN!!!!
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Absolutely awful

I ordered on tuesday morning via standard delivery hoping it'd come within 3-5 days. It's been 4 days and my order still hasn't been dispatched, I needed it for the 5th day so I called them up on the third day and asked if they could cancel my order as it's still in warehouse and I'll reorder via express delivery, they said no as it's already been confirmed. Alright, i'll just refuse delivery so I get a refund and reorder via express (next day delivery if you order before 7pm, which I did), and here I am waiting the next day and still no delivery. Avoid this retailer if you want a hassle free delivery system and good customer service.
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SO BAD, DON´T EVER ORDER FROM THEM!

I ordered 2 kimonos that were sold out from [External Reference]´s website, was happy, because they were on sale, so they were only around 50% of the original price. I am now waiting to receive them, and all of a sudden i get an email saying that they got my return and they will put the money back in my account. I´m thinking this must be a mistake, because I never even received them and write them immediately.
But no, the only answer i get is that sometimes the delivery service make mistakes and send it back to them, and therefore it is refunded. Now one of the items is sold out, and they just give me the same answers over and over again, and don´t even try to give me a solution.
Shop at [External reference], they have wonderful customer service, and actually respond to you in a decent amount of time, where River Island will, if you´re lucky, get back to you within 48 hours, and you can be sure that they won´t help you even if the mistake is theirs.
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Absolutely Poor

I ordered a top for my daughter online and had it sent to the shop, when I went to collect this order I took along my wage slip and the bank card I paid with but was told that it was river island policy that I had to print off the email to collect my order. When I explained that I did not have a printer or a mobile phone I was told to go the library to print it off!! I then went home and sent an email to cancel the order as I have no intention of going to a library or to buy a printer or mobile phone to prove anything to anyone. I then had to send other emails explaining the same thing and they said that this order was still at the shop and they had asked for it back and that once they received the order back, I could receive my money back within 28 days. So after 28+ days I had to email then AGAIN to find out when I was going to get my refund. They replied by email and said that they were very sorry to learn that " I considered my order to be missing"!!! I HAVE NEVER SEEN THE ORDER, SO IT HAS GONE MISSING FROM THE SHOP TO THE WAREHOUSE!! So now they expect me to fill out a missing item form, WHICH I NEED TO PRINT OUT......YES PRINT OUT AND SEND TO THEM!! I don't know which part of "I DON'T HAVE A PRINTER" they don't understand, so I don't know when I will get my refund. This is very poor customer service and I will no longer buy anything from here. Just a warning to anyone who purchasing anything online. It's not worth the hassle!!
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If You Live In The U.S. Just Be Patient!!!

At first there were some problems but I contacted customer service and everything was explained to me. I am now a happy customer :)
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Extremely quick delivery and great quality :)

I just ordered around 10 pieces of clothes under a week ago and they already arrived even though they said it wouldn't be here until tomorrow, not the mention that the original expected date was on the 28th.

Everything looks amazing, is in great quality and looks great on me. This is why it's my favorite brand, it's just my style! Very recommended.
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Very unreliable!

I ordered online before 9pm on Wednesday and paid for express delivery which informed me I would receive it next working day (Thursday), of course this didn't happen. My order wasn't dispatched until Thursday evening, this is unacceptable. I needed the items for the Friday night, I have ordered to local convenience store that I could pick up from on Thursday. It is now Friday morning and my items are in transit, I am working all day so cannot pick them up. I spent a lot of money on this order as I ordered a dress, jacket and accessories and absolutely no respect was shown for this. I called and was told "nothing could be done about it" well what else am I supposed to do?! (Only good thing was person on the phone was actually nice and did apologise) A leading retailer should not be advertising for things they can't even carry out. Will never order from ri online again and will make sure I warn others incase they wish to do the same. Absolutely ridiculous, I never thought I would be writing this about river island. Other high street retailers seem to be able to carry out simple delivery tasks with no problem. Very very unreliable and items will just have to be returned as I have spent a lot of money on them and the occasion will have passed by the time they are collected. Never again!
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Horrible

I was buying a couple of things for someone else in another country and filled out the order details on the Riverisland website, specifying my name and address as the billing details and the recipients name and address as the delivery information.
However, when I checked my order, I realised that they had put down my name as the recipient of the parcel, meaning the parcel would go to its intended destination but the actual recipient would not be able to collect it!! For the next 3-4 hours I called Riverisland 4 times to try and remedy the situation, just to get a name changed on a parcel, each time I was answered by one of their very friendly and enthusiastic (not) customer services advisers with the last one finally telling me that they could not change the delivery details and they could not even cancel the order!! Basically told "tough ****". Unacceptable service, absolutely stupid "rules and regulations", a rubbish website. Do yourselves a favor and don't shop there, not on their website at least. Pathetic.
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AWFULLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

Monday night i tried to order some clothes, at the checkout i gave the website all of my card information and when i finished it said that my card information was wrong, and that i had to check again, so i did and everything was OK. But a left the page for a while and did something else.

30 minutes after i got a text from my bank (its a bank service i get when i shop online) that i have been shopping on riverisland for £200, i just thought it was a mistake, cos i didnt checkout yet on the website i only gave them my cardinformation. The next day i called the bank just to be sure about it the text was right or not - The text was right and riverisland took £200 from my account, and when i log in, it says i have NO ORDERS on the way.

The last week ive tried serveral times to get in touch with customerservice, the only answer i get is those automaticly answers and thats not an answer when all they say is that it isnt possible.. Then why did it happen!!

I hope Rihanna make Collections with others, so i can buy her clothes.

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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

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