River Island Reviews 235

Absolutely unacceptable experience at River Island (Westfield White City).

My wife fell in-store due to merchandise being carelessly placed in the customer walkway—something that should never happen in a properly managed retail environment. This was a completely avoidable safety hazard.

What was even more shocking was the complete lack of care afterwards. Instead of showing any real concern, the store manager seemed more interested in completing paperwork than helping a customer who had just fallen. There was no empathy, no urgency, and no respect for her dignity at a very distressing moment.

The incident was not only physically painful but also deeply embarrassing as it happened in public. Her clothes were damaged, and the following day she was left with pain in her leg and shoulders. To make matters worse, this incident disrupted an important moment in her life, as she was due to start a new job.

This is not just poor service—this is a failure in basic duty of care and customer respect. A brand like River Island should know better.

Serious improvements are needed in both store safety and staff training. Based on this experience, I would not feel confident returning.

I Went into Meadowhall store today and nick was more than helpful. Made us feel like everything we were looking for was no trouble at all and if we couldn’t find it in store he looked online. Thank you nick

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 staff were so friendly even though I think a member of staff was being trained and there was a long queue - nothing was too much bother

Absolutely disgusting I ordered 3 T-shirts on line.
They where sent by royal mail tracked 48 few days later they where delived but not at my address picture taken showing a door and someone taken the parcel.
No card left at my address nothing to say where the parcel was delivered.
Contacted river island said because it was delived its my problem I should take the house hold to small claims court.
Haha which house the problem is they are responsible for the delivery I been waiting now 3 weeks for a response.
£110.poinds out of pocket thay keep saying that been delivered.
I've not contacted my solicitor to recover my loss and his fees.
Never buy from River island.

Absolutely amazing
My experience in Gateshead store today was absolutely amazing. All girls are just fantastic, everyone so helpful and friendly. Girl ( sorry no good with names ) helped me to find right jeans ,she couldn't be more helpful. Credit to the company. Pleasure to shop !

I got a pair of jeans from river island Halifax worn ones washed on a cool wash the jeans the jeans was faulty paid £46.00 when returned to the sore was meet by a very bad service from the manger who told me that I can’t return them I rang customer service when I was in the store as they told the manager that she should refund me but she refused I will never shop a that store ever again really bad service

Mostly the staff are friendly and pleasant
In my last visit, it was as if the member of staff just didn’t want to be there-no communication even when I tried, and believe me I did try

I ordered two pairs of jeans in July. I received a package that had three items in them but not what I had ordered. I was told that they couldn’t arrange for my items to be sent to me without me sending the wrong items back to them. I returned them straight away on the 22 July and have still not received a refund. I was told that the retailer has received the items but I cannot get a refund so o can repurchase what I had initially ordered until the warehouse has received them. The manager has not called me as per my request and I’m disappointed with the level of customer services. They need to ensure the correct items are sent out.

My parcel got lost and i never received any good help

I went to do refund at river island shop. The person was not on the desk after few minutes I looked around and saw he was on his phone. When I asked him for refund he said “ I hate when people come to refund” that’s the policy of river island we can return items if they don’t fit.He made me feel I’m doing something wrong. Very bad service.

Ordered next day delivery on July 15th. Still haven't received it and river island have done absolutely nothing to assist. They just say oh it's been delayed. No offer to investigate. No offer of a refund. Nothing!!

What a terrible company no wonder they are closing shops . I returned two shirts returned them , River Island received them 3/7/25 it is now 14/7/25 still waiting for refund , have phoned and was told it takes 14 days for them to start the return process, a few buttons on a computer doesn’t take that long, same day returned a next order refunded within a week , I know where I will be shopping in future

Repeatedly lied too original
Order not revealed told it
Was lost then called again and told it wasn’t lost it would be delivered Sunday then told it was lost again to re order so re ordered and then told original order on the way so they would cancel my second order then declined to refund the order that didn’t arrive and refused to cancel the order that wasn’t distracted so two orders and out of pocket can’t believe they can get away with it and there call
Centre in Africa says a lot this is a scam business RIVER ISLAND IS NO MORE

I placed an order 10/05 for store click and collect. Email received to state it had been dispatched yet it never seemed to make it to the store. Delivery status stuck on ‘dispatched!’ Two store visits later and the same feedback ‘order number not showing anything/no information.’ Told me to contact customer services…it’s then day 10! (20/05). Said they’d issue a refund which still hasn’t arrived in my bank account! Sent me a 20% voucher off my next order. Reordered this item 20/05 for next day delivery to my home address. This item has also not arrived! Email to stated it was dispatched 20/05. Evri app/tracking states that it’s waiting to be received. What on earth is going on with River Island. How can this happen and nobody be able to track where my items went to after the initial dispatch email? There must be some internal scam going on somewhere that should be investigated. I’ve paid twice for this item!! No outfit for my holiday tomorrow! Mega disappointment and frustration.

I would really like to thank the 2 lovely girls, who work in ilac centre Dublin.
Today they went above and beyond to help me, I am so grateful, thank you so much 😊

They don’t even deserve one star. I contacted the customer service team regarding my order, and I was informed that it had been delivered to the store. However, I never received any confirmation email indicating that my order was ready for collection. When I went to the store, they said there is no such an order. My order is lost! I called the customer service multiple times and they repeated the same incorrect information - that my order is in store. This back-and-forth, with no resolution and contradictory updates, has been extremely frustrating and disappointing.

This is not the first time I have encountered such an issue with River Island. A previous order I placed also went missing without any resolution. Repeatedly having to visit the store and call customer service for orders that are ultimately lost is completely unacceptable and reflects poorly on the reliability of your service.

HAD A VISIT TO RIVER ISLAND TODAY, AFTER A VERY VERY DISSAPOINTING ENCOUNTER WITH NEXT !!
FOUND SEVERAL OUTFITS, FANTASTIC QUALITY, VERY MODERN NOT LIKE NEXT, GREAT SERVICE AND CUSTOMER CARE WOULD FULLY RECOMMEND.

Refund my money, I returned your items and you refused to refund my money why?

Be careful with this company as you can opt and pay £6 to get it delivered quicker but this is a con as it still takes 5 days,standard delivery 3-5 days waiting on delivery,,5 days wait if you pay extra to get it quicker ,,can anyone else make sense of this?????