River Island www.riverisland.com

Went into the branch next to Oxford circus station to return a dress with the labels on and with a receipt. Not very nice e memembers off staff made me feel so embarrassed the way they embarrassed me. I did not understand the refund process and thought they would tell my options as they put refund on to a gift that I know longer have. When I asked if I could just do a transfer as I had the receipt they said know call customer service. They then said if I didn't know I should have asked bit how would I know to ask anything its job job to explain. During this embarrassing experience another member of staff I do not her name but recognised what was happening and nicely try to help as she could see how embarrassed I was. She was so very nice I then said to the two other why couldn't you have explained and been nice your colleague. And too insult me even further when I walk away from the till o then heard her laughing about it. I explained that I worked in customer service and would not speak to my customer like that. Plea if you have cctv in that store please check the time was about 12.45 pm on Friday the 9th. When I asked there names they were very reluctant to give it to me the lady with the long dark hair refused and said I've done nothing wrong.

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!  I’ve contacted the CEO 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.

Worse online purchase experience ever. Lack of comms and totally helpless staff instore. My item was collection from store on the 18th June. Never arrived was told to try again 2 days later, which I did, again still no item and the staff who could not help only provided a customer call number. Called customer service and after a long wait was told a refund will be given which I should receive in 10days. Today is 4th july still no refund. Called customer service again to be told another 10days. I asked for a email of my refund request which the customer service opp said I will receive in 5mins. Still waiting. Terrible, poor, pathetic inadequate, useless customer service. All the trouble for a Simple sandal purchase.

They refuse to give me a refund. I sent two orders in one bag. They don't know how to track down the bag. The return department sucks, how could they just dismiss the other items?

I received partial refund for the return label of one order with 3 items but in still missing refund for 5 items. They refuse to give me the money. I sent emails, I called them, I emailed the CEO and nothing. Five year olds are running this company!!!!! Horrible customer service!. I have never had any problems with ASOS or any other company. Avoid head aches, you have been warned!

I should have read the reviews on Google before making a purchase. They are taking people's money, they get the items back but no refund.

Echoing other US orders here, there are NO free returns AND their sizing charts are GROSSLY off so you are guaranteed to order the wrong size no matter what. Then, they will not allow you to ship returns in one package, you have to do individual packages for each order costing a TON (definitely more than the items themselves). Customer service is RUDE online and completely unhelpful. Never again.

Avoid!

There is Litrally no-one to help you if your goods go missing, no matter how much you spend! They take your money, keep your parcel then disappear!

So unprofessional, robbing greedy, disgusting!!!!

I payed a visit to the river Island store at Bolton around 2pm, after a stressful shift at work. Working for the NHS, doing a night shift and waking up to pick some items from town centre. I seen a pair of boots in the store, black boots. The Size 7 was pricess £15 and the size I required was 5, which was priced £30. So I asked politey a staff member the actual price , which turned out to be women's wear management. She scanned the size 5 pair of boots and responded they are £20, I replied the size 7 is priced at £15. She scanned the 7 and again responded rudely they are £20. So both have been priced wrong. I advised they should be sold at the price written, she rudely reponded "well if you want the size 7 I can give that to you" I replied no i was after the size 5. She replied "well do u want the size 7 or not" I replied no. She grabbed the boots out my hand and ripped the tags off aggressively and walked off. I stood there for a few seconds as I was shocked at the horrible, disgusting and de moralising behaviour at a UK store and this being a women's wear management, description of a blonde hair woman. I went back to her and asked her name as I want to file a complaint, again she aggressively shouted " I don't need to give you that information and go online if needed and complain".

I have never ever in my life been served in such a rude manner and I have travelled all over the world. Hence the reason for me to be taking out my time to email.

Mentally that was not good for my health. I went home from leaving the store immediately.

This is not a way of service to anyone, regarding anyone feeling stressed etc.

Attached is image of the boots I had chose.

And how this staff didn't even bother to price up after ripping tags off and just placing them on the glass shelf, regardless of how busy.

It occurred on: 28/12/2020

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!!!

Bought a jumpsuit online, didn't fit so sent it back, they refused to refund because I had worn and washed it! I couldn't get in the thing so I could never have worn it, let alone washed it!

Their arrogance is beyond belief, there's nothing you can do about it, was the response I got from online chat. Left a review on Trust Pilot which prompted them to open a case for me. They then go right round the houses wanting this and that information from you, for them to tell you the same thing.

They have advised me to take it to a store and if they think it's ok they will refund me. I can't see a thing wrong with it but what's the betting they will, which means I've been sold a used item described as new.

It's not even about the £30, it's the principal of it, to be accused of something you haven't done, I am just incensed by it, and their attitude towards customers is apalling.

River island is my favourite brand so it is with a heavy heart I'm writing this terrible review...to warn others how bad the company is when it comes to online ordering and even worse customer services who will do nothing to rectify. Might as well talk to a brick wall...one might get a better response!

Ordered a couple of tops and a handbag online. 3 days later received an email saying order dispatched and to wait for 'arrived' email to collect from store. 4 days later received an email saying order returned to warehouse as customer cancelled. When I queried customer services as I did no such thing as was patiently waiting for email so I can collect from store, they blamed the store saying they've not scanned the item so it's been returned back. However when I went into store to query the manager he specifically said he's not received any orders and as per company instructions they hold for 14 days before returning. Apparently my item was returned in 3 days!!!

When I laid the facts to customer services they didn't have a clue what and why it's happened. Nor could they get the order back to me. Worse was the items have been sold out...so not only have I been inconvenienced big time, the company is not big enough to accept responsibility and pinning the blame on each other (store and online warehouse). The best I got from from customer services was ..."at least you've been refunded". Gee thanks how kind of them!

My advice to anyone ordering online....think twice because if something goes wrong river island will do nothing to rectify!