I bought 3 items online. Two were the wrong size and one was the wrong Item. I tried to return the items. I have been trying to return the items for two months. I had to get Paypal involved. Then River Island said they would refund my money if I returned the items. BUT, after repeated requests, they never sent me a return label or even a return address. Now they say they will send me a label but, "We are still awaiting the return labels from our couriers."

I purchased a coat from this website on dec 12/4 and received it today 12/10. I was completely nervous about the delivery because of the terrible reviews that I emailed them the day after I ordered to ensure I would get it in time for my birthday. They did get back to me a view days later and yes it was basically an automated/generic reply of where I can track my package which I already knew about bc I had started tracking it the day after I'd ordered. I chose regular shipping by the way So I studied every day of where my package was being shipped from and there some extra steps you have to take to track the package. It's not just log in and here's where your package is. You have to click who they parter with that Global L place and then UPS. I'm in the USA and the package said it would arrive before or in 12/9 but then I saw info where it said would get here 12/9 or 12/10. It ended up coming 12/10 big deal that's 6 days later…Oooooooo wowwwwww so looooonnngggg I can't believe it wasn't on the day they said I would get it (12/9) I'm going to cry and pull my hair out. No. One day later who cares…. Anyway like I said I was able to track that package to the very foot of my doorstep. Now, on the the coat itself. It's black and beautifully made. It fits PERFECTLY! And if you're looking at the site and you're it he U.S make sure it says you are and select your normal regular size that you would pick on any other USA website. They are the exact same do not get confused and pick the UK size according to their convergent chart it will confuse the $#*! out of you. So anyway, no issues on delivery, fits perfectly, and oh yeah I will not be returning so I'm happy to say I won't have to go through that drama. Order from here if you want quality, and beautiful clothing.

I purchased a jacket for my wife as a CHRISTMAS PRESENT. Having worn it little at all last season. She started to wear it again late this year. So it's had very little use. The right hand arm STITCHING CAME UNDONE. Contacted River Island Customer services and they accepted it was FAULTY and asked us to follow procedure to return it via the website. They then sent another email saying they wouldn't accept it as it was over 6 months since purchase. I complained as they said they would accept it. THEY REFUSED TO ACCEPT THE RETURN as it's over 6 months old. Offered a £20 gift card as compensation which I have not accepted. Complained again and they said as I have accepted the gift card the case is now closed. What a WASTE OF MONEY. POOR QUALITY workmanship and POOR CUSTOMER SERVICE. Highly disappointed having been a customer for some time. My advice DO NOT BUY seasonal products from River Island that will have little use immediately on purchase as issues arising next season will not be covered. HIGHLY DISSAPOINTED as a Long term customer.

I ordered from them 2 months ago and still haven't received item and contacted customer support to no avail cause they don't answer and i have been asking for a refund now

Do not order from River Island UK as they do not know how to the do DHL returns. I order from UK companies all the time and returns via DHL are no problem if the company knows what they are doing. River Island does not. They do not have the correct links so I could not sign up for DHL pick up (getting anyone at DHL on the phone is impossible so don't even try). So I took the package to DHL drop off who would not take it because even though I had DHL return labels provided by River Island at the cost of $15.00, I did not have return invoice for customs. DO NOT ORDER UNLESS YOU ARE 100% certain the item will fit. BTW, UK clothing runs small compared to US.

Phoned customer services and they could not tell me why I only got a refund for 1 item and not the 3 items that I returned.
Think the people opening these return parcels need to be investigated!
I am still chasing my full refund
River Island are the worst company to deal with and I will not be buying again from them

I emailed customer service because an item on their website was described as black but arrived grey. After a week they responded saying upload a photo to prove it's grey. I'd already returned the item by them so rediculous to ask for proof. I screenshot there website and emailed it. Eventually they agreed to refund me 4.00. I'm still waiting despite repeatedly emailing & ringing them. Their response was ring your own bank to do a trace on the money. So I did & my bank said it's up to river island to do the trace. I've raised a complaint explaining this & to escalate matters to management. As fed up. Yes it's only 4.00 but it's the principal. You guessed it absolutely no response again from customer care. I don't think care comes into it. Too many customers complaining & not sufficient staff to get through the endless emails no doubt.

The worst customer services experience ever. They delivered my item very late so I emailed their customer services team for a refund on my delivery fee. I used the web form on their website to send my request as I couldn't find a contact email address. I got an automated email back saying I could expect a reply within 24 hours. 5 days later I still have no reply. I email again, I contact their social media team, I email another one - all attempts at contact completely and totally IGNORED. It gets to 8 days without any contact and I decide enough is enough. I spend an hour on hold to customer services after being told I'm '1st in the queue' at the start of the call. I speak with the rudest girl with the biggest attitude. When I explain the situation she tries to tell me I've not sent any emails and must have typed the wrong address. When I explained that I used the web form on the river island website - and suggested that must mean their link is broken - she agreed 'well the web form must be broken then'. When I told her I'd also had automated responses from the river island email address she didn't know how to respond, stumbled on her words, and her attitude became even worse. She gave me the email address for customer services - which is the same email address I've been being ignored on - to send a complaint to. I did that 2 days ago now and still no contact from the team - but I have been sent 2 emails from river island requesting feedback on 'how their customer services team did'. It's honestly excruciatingly embarrassing to run a business this way. No wonder river island are going under!

If anyone wants to contact someone at river island - the CEO email is *******@river-island.com - I've contacted him in the hopes that he gets annoyed enough by customer emails that he actually sorts out his company's customer services. Because they are AWFUL. I'm on day 9 and still nothing from customer services except a request for feedback. I'll never, ever use river island again. I hadn't used them for years anyway because of how dated they've become but I figured I'd buy some work clothes. I won't be making the mistake again.

I had some problems with my return today and phoned River Island Customer desk

Damien helped me so much
Amazing service he is helpful and polite
Made my day before my holiday
Thank you Damien
Appreciated

I had purchased 4 items from them and did not receive the full package. After a lot of back and forth l, the customer service replies that they are not responsible for the incomplete order.

I ordered based on their size chart and it was WAY off, item was a tent on me. I paid for express shipping which was supposed to take 4 days and took over 12 days (8 business days). Now attempting to return and there are no return options for US customers, and customer service has been a nightmare. For a dress that cost me over $100 it's not worth it. Will not be buying from them again.

Terrible customer service & misleading sizing & shipping practices. Don't order from if ur in the US.

This website sucks on orders and they take months …they also try to keep your money. Not responsible at all

Ordered a beautifully made suit from the UK to ship to the US. Measured using my exact measurements and their sizing guide. Suit FELL OFF of me. I loved the suit so much, I bought it 2 sizes down and ordered right away. Wrote to customer service voicing my re-order and sizing concerns. Rep emailed me back a RUDE email stating they have "never received sizing complaints" (... I'm sure) and that I should just return the outfit on my own dime. Is this how we treat loyal customers? I now have to pay international shipping for a bogus sizing chart?

Fast delivery and quality is good. Came well packaged and all the items fit well. Would buy from again..

UYERS BEWARE... DO NOT ORDER FROM THIS COMPANY. Return policy is misleading and manipulative. My daughter's return package was sitting in our mail room for 3 weeks before she noticed it hadn't bee picked up because it was not a FED EX or UPS courier. The return authorization instructions do not tell you that an obscure courier is the method of their return process. When customer service was called, our request for an exception outside of their 28 day return policy was rejected 3 levels up in the company after much negotiation explaining that the return authorization WAS PROVIDED within the 28 day policy and that the lag in shipping was the issue due to their lack of transparency... my daughter is now stuck with $400 of bad quality clothing because this brand thrives on deceit and bad customer service. NOTE: the fabrics in the photos on their website are misrepresented and misleading. The quality is stiff, cheap and irritable to the skin-- priced at $78+ for blouses and sweaters. There are many other quality e-retailer brands out there with better customer service and quality product that we will support in the future.

My first and last time ordering from RIVER ISLAND! I purchased 12 items totaling $553 only to receive all but 4 items! Very frustrating to have waited for these items to not receive my whole purchase. When I contacted RI they told me all the items said they were sent which again they didn't. They even sent me a small box that wouldn't be able to even fit all my 12 items inside which is how I knew even before opening it that items were missing. Anyway they dropped the ball and to accommodate me only gave me a coupon for express shipping which still didn't work! If you don't want to be inconvenienced I would recommend NOT ordering from this site.