I ordered five shirts from the company and instead received a package containing just one shirt, and it was not one of the ones I ordered. When I let the company know and sent them pictures of what I received, they refused to send the correct items and refused to refund unless I returned the incorrect item. However, they refused to send a prepaid return label or compensate me for the mailing expense, and this was an international order.

They simply refuse to refund even after you provide proof of return. Customer service is rude, each one I spoke to had a different answer. No refund yet again. Contacting my bank and the Ombudsman. Thieves is what they are!

I ordered two items from the River Island site, they cancelled one item without giving me any notice. Then they charged the total of two items and refuse to refund. I have to go through a dispute process. Not sure if I can get my money back yet. Be very careful!

I returned a pair of sandals in January using River Islands return portal. It was confirmed as received and the email stated I would receive my refund within the next 10 work days. I have never received this and I am still waiting now. I have spoken to numerous "customer service" agents who keep repeating policies to me and not even acknowledging anything I have said about Royal Mail not providing me with a paper receipt as the receipt was sent via ReBOUND to my email. River Island have confirmed an error has been made as my return had not been scanned in at the warehouse even though it's been received yet still refusing to process my refund. Absolute joke and customer service is shocking!

As I walked in to the Middlesbrough store, I was handed a scratch card, the scratch card was 15% discount.
I bought several items including a leather jacket.!
Today I sent my so back in to the store to exchange the jacket as it was far too big.! The lady on the till charged him the extra for the coat as apparently the voucher had ended.! I had bought it already so, I would have thought that still stood.! If I bought a sale item and returned it after the sale ended, would I get the full price back? NO absolutely disgusting service.
The online chat is as much use as a chocolate fireguard.
Didn't try to rectify or even bother to deal with the issue, just said the girl was right to charge.!
Anyway I sent him back and got my full money back.!
I spend fortunes in River island and fair to say that's just ended.
It's not about the amount, it's the principle.!
Customer service is RUBBISH.

I bought a coat at the Maidstone branch for my 6 year old daughter. We purchased it less than a month ago and during this time the button which holds the fur to the hood came off (so the fur was hanging off). I took it back (not expecting there to be any problems with exchanging it) however, the manager informed me that she wouldn't accept it back as it had been "worn too much".
I'm still not sure what she meant by this as my daughter has worn it for three weeks to and from school (as coats should be!)
There were a few marks on the coat - this is obviously expected from a child's coat but the manager said because of these she would not take it back as wouldn't be able to re-sell it! The marks would have definitely came out if washed! I did not expect this from such a big company and am extremely disappointed that we have paid over £40 for a coat that has lasted less than a month. Had it been say six months I would have been more understanding.

After 33 emails and 3 weeks later, I still have not received my refund from River Island for my returned goods. I got an email to confirm that River Island had received my package and that it was at the end of its journey. I followed up 3 weeks after this because I was not issued my refund. RI then said I needed proof of postage, despite the fact I got an email to confirm that they received my return and would process the refund. It is constant back and forth in emails with customer service sending repeated general statements that are not answering my question. I have asked to have it passed to someone senior and they keep replying "I am sorry you feel your query has not been resolved" - despite that fact it clearly is not. The worst customer service I have ever experienced and the fact they will not refund returned items.

Worst experience buying online. I order some special maternity clothe for me was waiting for it 4 days. In the morning they send to email saying that parcel all good will be with me today after 15 h text message canceling my parcel because it was damaged on the way. I was waiting for this clothe for special purpose and now all that saying that money will be back in 10 working days. Terrible customer service never again. Lee told me, manager will call me in 4 hours but no phone call. Terrible

I purchased 1 item and requested expedited service and paid approx $12 which should take 4 days (per their policy). After 2 days I emailed them; then they processed my item. It actually took 7 days to receive. When I received the item it was a size 16(US) but I ordered a size 12(US) which is the Europe size
(12US=16EU). I returned and had to pay $15 for return which I could not wear and no answer on email. Every time I email them they send back an automated email. Now I am out of approx $27 and no clothes.
I only wish I had taken a picture of the item showing size. I am in no way responsible for this! Who wears an item 2 sizes to big!