Kristi F.

I have been a long time customer of river island. Recently I had an order left in an unauthorised unsafe place, the tracking confirms this with text and a photo. When I got home the goods were not there. Initially customer services were helpful and said they would process a refund. A week later I chased this up and was told they need to start an investigation, which is fine I have nothing to hide but it would have been better if this was actioned initially when I informed them a week prior. I then called customer services 3/4 times in the following weeks as the emails were going unanswered or taking days to get a reply and when I did it seems as if they hadn't read the evidence/ emails and we're just default responding, we are happy it's been delivered. Everytime I called I was told the people answering the emails are only contactable through email and I cannot speak to them (customer services) about it or the people dealing with it or a manager. They are uncontactable to the public. Even though they are not reading the emails properly so I needed to discuss it. Yes you read that right I cannot speak to anyone who will listen or help. After a few weeks I had an email again saying that they are happy it's been delivered (to an unauthorised unsafe place), no refund will be provided (no acknowledgement of the facts) and if it does 'show up' I cannot return anything and they are following up with fraud and authorities (again I will assist in anyway I can with this as I am telling the truth) and no more contact will be logged. I must say I am shocked with the service overall, not only the outcome but the tone of the emails, the level of professionalism via email and calls, the fact you cannot speak to anyone via call and the response times. Their goods are actually great which is why I had been a long time customer but I advise you only purchase in store. I just wouldn't want anyone else to have this distressing situation.