riverisland.com Reviews
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2.9 / 5
Average user rating
5384
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riverisland.com Reviews
Read real experiences from customers of riverisland.com.
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Rachael Chapman
February 12, 2026
Avoid Eldon Square River Island
I’m disappointed with my recent experience at River Island Eldon Square.I purchased a top which bobbled at the front after just one wear. I returned to the store as this didn’t seem acceptable for an item worn once, and I expected a refund or exchange. I was told it was “not a manufacturing fault” and therefore could not be refunded or exchanged.I asked for a clear explanation as to how this conclusion had been reached, as I believe customers are entitled to understand the reasoning behind a decision like that. Instead of providing a clear answer, the manager told me she didn’t like the way I was speaking to her. I was being direct and asking questions because I wanted clarity, not to be difficult which I don't think this warrants security.The sales assistant who initially served me was lovely and professional throughout. Unfortunately, the manager (Liane) handled the situation in a way that left me feeling uncomfortable. When I asked for both of their names, as I wanted to acknowledge the assistant’s good service. I was told she didn’t feel comfortable giving her name. Security was then mentioned, which felt completely unnecessary given that I was simply asking for an explanation.I was given head office’s number, but when I called, I was told to pass the phone back to the store, which I wasn't able to do.I understand policies exist, but when an item deteriorates after one wear, customers deserve a clear and professional explanation.Very disappointing experience, I think you need to give this manager some customer service training as she was clueless.
Denise Lestrange
February 12, 2026
The staff are so friendly
The staff are so friendly, using the website is amazing as it tells you which store has the item your looking for.The only negative is the price, it saddens me to hear stores closing, maybe they should re think their pricing, especially in the current economic climate. I see beautiful dresses for over 100 euro, I just can't justify those prices. If your reading this please use the stores or we will lose them.
Lynn Colley
February 11, 2026
River island Festival park Hanley.
Absolutely shocking experience today RI Festival park Hanley. Manager refused a refund on a faulty top I purchased 4 days ago. The top had bobbled near the bottom of the top and apparently according to the manager this is not a manufactured problem so he refused to refund even with a receipt I called the customer services and they were also useless. They were only interested if purchased on line of which they would have refunded me. So the store and online have different polices on refunding.
Mr Pryke
February 11, 2026
I had a lovely shopping experience…
I had a lovely shopping experience yesterday, at the Staines branch of River Island.I had not visited before, and I had an item I had ordered online which was not suitable.I was happy to exchange rather than refund, and a lovely lady, Jeanette, was most helpful, in fact, more of a personal shopper!She found several garments in my size to try on and off I went to the dressing room, which was spacious, clean and private. To my delight, 2 of the 3 items were suitable and a refund/exchange was quickly given by another charming lady at the paypoint.I was most impressed by their friendliness and willingness to help.PS I am a female - just using my husband’s email !
Laura Bowery
February 7, 2026
Selling Used Clothes River Island Church Street Liverpool
Absolutely appalled by the service from this store. I purchased some dresses for my sister to try on for a trip we are taking in March, she was shopping with us but had to leave early, an I assured her I would find her something to try on so she didn’t miss out. I chose River Island as we were looking for something glamorous and chose two dresses from the sale as it was all sparkly festive wear. There was no tag on one dress but the cashier noted this on the receipt. I brought the dresses home and she tried them on. One she didn’t like and one didn’t fit. So I packed them to return with the receipt the next time I was in town, which was three days later. One dress was accepted for return but the one without a tag wasn’t because the manager on duty said it had been worn. Obviously I know the dress hadn’t been worn by my sister as it didn’t fit! Which means the dress must have been worn by another customer then returned to store before being placed on the sale rail for me to purchase. I’ve escalated this to customer service, as it’s an £50 dress, and have still been refused a full refund. I know people do this sort of thing all the time, and if I had worn the dress I’d just hold my hands up and admit defeat but I am so annoyed at the thought of being sold a used item and then being told I have worn something I certainly haven’t is just beyond infuriating. I’ve never had such a poor experience in retail before and am not letting this go.
Aly
February 7, 2026
Dear Customer Service Team,
Dear Customer Service Team,I am writing regarding an order I returned to you, which has unfortunately gone missing.I received the jacket, but it was too small, so I returned it. When I sent the item back, I was not given a receipt or tracking number by the postal service. However, the item was sent back to you in good faith and in accordance with your return instructions.Now I am being asked to provide a receipt, which I simply do not have, as none was issued to me at the time of return. Despite this, the jacket has clearly been returned and is no longer in my possession. It is extremely unfair that I am now being asked to pay for an item that I already sent back and that has been lost after leaving my hands.I have contacted your customer service several times, but so far I have not received any real assistance with resolving this issue.I kindly request that you investigate this matter on your side and resolve it by either:• confirming the return, or• issuing a refund / cancelling the charge for the jacket.
Isabella Bičarjova
February 6, 2026
I am extremely disappointed with my…
I am extremely disappointed with my experience with River Island.I ordered a bag that arrived damaged due to poor packaging. Initially, River Island customer service informed me that if I provided proof of purchase, I could receive a refund and would not need to return the item. Later, they changed their decision and required me to return the bag.The order was delivered to an address in the Netherlands, and returning the item using River Island’s UPS return service was not possible because I had already returned to Latvia. As a result, I had to arrange the return myself using postal services.The bag cost €45. River Island charged me €11 for the return, and I paid an additional €13 for postal services, meaning I had to spend €24 just to return a damaged product. It is unacceptable that I have to pay for returning an item that was damaged due to River Island’s failure to properly package a large bag.This situation feels extremely unfair and unprofessional. Customers should not be financially responsible for a company’s packaging mistakes.
GF
February 6, 2026
Awful customer service
Returned 2 items from the same order in a single parcel. Only one refunded. Three attempts so far in getting customer services to understand the problem and no further forward. Reading the reviews on here it seems unlikely I'll get any further refund so will remain out of pocket. Won't order from them again having been a regular customer. The store in my town has recently closed so no option for me other than to return online which is clearly very unreliable.
SCJ
February 4, 2026
Excellent delivery and Customer Service
I have placed multiple orders recently as River Island seems to be on the up in terms of choice and design (although doesn't look so great in store) and makes a change from my usual Zara orders - each time order has arrived promptly and customer service advisors always helpful and prompt response. Seems to be either one or five star reviews but I guess mediocre experiences don't warrant a review!
Kamila Burclaw
February 4, 2026
They scammed me
I ordered 7 jackets and had two missing jackets. I reached out to them. RI asked about pick sheet picture / the paperwork from the parcel. I sent it to them. They claimed that on the paperwork is the right amounting items therefore… I’m lying. They claimed they sent everything and no - parcel wasn’t damaged or anything like that. I reached out to them again only to be asked to fill the form that evri hasn’t delivered my parcel! They delivered but apparently RI is blaming them and lacking any responsibility! It’s been 2 weeks and I still get any replacement or refund. DONT EVER ORDER FROM THEM
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