Become a Secret Shopper

Review: River Island

  • Average rating:
    VN:RO [1.9.7_1111]
    Rating: 2.8/5 (549 votes cast)
  • Based on: 387 Reviews

(* required fields)

Guidelines: You share in the Secret Shopper community, so please keep your comments clean and polite. Don't attack other Secret Shoppers personally, and keep your criticism of Retailers constructive. Please read our full guidelines before commenting, and email to report abuse.

I have read and agree to the Terms & Conditions *

387 Reviews on River Island

  1. Libby on January 7, 2012

    I love riverisland <3 employers are lovely and always eager to help, clothes are excellent condition and its always the place to get first look at new fashion!

  2. Gaynor on January 6, 2012

    The tops are to expensive for the quality and the shoulders never seem to sit right. The material is so flimsy and when washed the seams go funny even if hand washed .Love the jeans though.

  3. Chase on January 5, 2012

    Middlesbrough store: Unhelpful, inconsiderent, nasty staff – overheard them saying rude things about me while I was in the changing room. Spent £90 on a parka for all of the buttons to fall off and holes to appear in the pocket a week later, which I am currently in the process of making a formal complaint to the head office about. Awful experience shopping at river island, never again and I would NOT recommend

  4. April Norwich on January 4, 2012

    Norwich. December 2011. So rude – both assistant and manager when I had a defective product. So rude, I’ve decided never to shop there again. Just brickwall and surly manner. Bad experience.

  5. Sophie on December 31, 2011

    I brought a jumper from River Island which WAS NOT in the sale and it cost me £40, to find when I got home it had a massive hole in it. I took it back to the Nottingham store to be told that I can not have my money back till the 29th December 2011 even though it was not in the sale. I have taken it back today to be told that I can not have my money back as I brought it on a Westfield Shopping Centre voncher and that I have to have a credit note which I do not want due to the bad quality.

  6. Clonmel Tipperary. Today. I bought a dress for my sister for christmas but it was too small i went into and told them that no belt had come with the dress and it should of as i looked it up online i had receipts and tags stil on the manager said the belt must of came with it and to go home and look for it. i was so shocked and appauled im going back tomorrow demanding to see CCTV as the dress did not come with a belt and they wil not give me a credit note or a different size

  7. Told incorrect prices of clothes by staff and then had the embarassment of having to cancel my purchases when I couldn’t afford the actual price, much to the exasperation of the cashier. Always have bad experiences in R I.

  8. Suzie H on December 15, 2011

    I tried to buy some boots but my size wasnt available so i was given the product number to search online. The product number turned out to be incorrect so i returned to the store for the correct one. My size wasnt available online either so i contacted customer services to locate my size in another store. I then tried to contact 3 stores but after several attempts and no answers i gave up. I am really disappointed in the service overall and will look elsewhere for my future purchases.

  9. Liz Cain on December 15, 2011

    no star rating!
    I bought boots fpr my son at a cost of £69.99
    He wore them for three days then came home showing me that they had ripped across the top.
    The manageress would not give me a refund as she did not think they were faulty -quoted “accidental damage”
    It’s almost a week now and I am still in communication with customer services to try to get this resolved as I don’t think they were fit for purpose. In the meantime, I will have to buy another pair of boots -not from them of course!

  10. erma anastasi on December 7, 2011

    for many years, river island was my favorite shop, because of the good quality and reasonable prices!!

  11. Trafford Centre. Fantastic service, Trafford centre was extremely busy today (Saturday 26th November) but the RIver Island store had a well organised team, the queue at the till moved very quickly whereas other stores in the centre had long slow moving queues. Well done!

  12. Stratford Westfield. I have literally spent all day calling trying to reserve an item (as I don’t want a wasted 4 hour round trip). Why can’t they pick up the phone. I’ve wasted hours and £’s just trying to speak to a human. I managed to get an alternative number after a 25 minute wait to Customer Services, but still the same thing. Even tried the main Westfield number but guess what …. they don’t answer either!! It’s driving me nuts!

  13. Natasha Bolton on November 20, 2011

    Nice greeting when you came in, however very grumpy staff. This was at the Staffordshire Store

  14. hellybelly on November 16, 2011

    river island used to be really good but what on earth has happened to the sizes and the quality. Bought a top online today and it arrived. It is just a basic v neck long sleeve top supposed to be skinny fit. Instead it is huge, fabric is all stretched and baggy. Awful.
    I have noticed recently alot of the sizes in there are way off and come up huge.

  15. i chose 3 stars because the clothes are good quality, but they dont have any diffrent style choices for example skater, pritty in pink etc…
    but all the staff are really friendly

  16. jon wyke on November 9, 2011

    merry hill – Tuesday 1st November – i went in without anyone there to help me, i had to look around for someone to give some assistance, in the end the person who assisted me couldnt look less enthusiastic.

  17. speke retail park..staff treat you like muck…i had misplaced my reciept..all i wanted was an exchange..they wouldnt do anything, they speak to you rudely.

  18. Mini1 on November 4, 2011

    Chester Grosvenor, Friday 28th October 2011. Evidently very understaffed. Went to fitting rooms – only 3 (I swear there used to be more), all of which were full. Waited 5 minutes, no assistance from any member of staff who simply glared at me. Walked out of the shop and returned to make my purchase at a later date. Poor service, complete lack of passion. 3 stars is generous.

  19. Glasgow
    most unfriendy, unhelpful staff possible.
    plus every item of clothing i buy from this store seem to be faulty one way or another, seams coming undone, loose buttons, wonky heels bits falling off here and there!
    And for the price of some of the items! disgrace!

  20. The home delivery was prompt, but the coat was faulty – the right shoulder padding was sticking out too much compared to the left. And, from my understanding, the shoulder pads shouldn’t be sticking out past the shoulder seam – both pads were. Ridiculous.

    The faults were obvious, and i’m wondering if their ‘offer’ products on the website are actually products with defects.

  21. Exception customer service, felt like I had my own personal shopper. Even seemed more interested in making sure I actually looked good, rather than just trying to sell me as much as possible. Also there is this one blonde guy that looks like he should be modelling for River Island and not just a shop assistant. That alone makes my shopping more enjoyable :) Gloucester. As for when I regularly shop there and I don’t have a bad thing to say.

  22. Vicki on October 27, 2011

    I always find in the Canterbury store colleagues looking miserable and never greeting their customers. If that was not bad enough the clothes are a disgusting quality and fall apart easily. I save myself the trouble now and shop elsewhere and just pop in from time to time to browse.

  23. Gateshead, Metrocentre.
    Very rude, stroppy and generally uninterested staff, who repeatedly pushed past me while I was browsing. A girl who looked thoroughly bored assisted me with shoes but none could raise a smile or a thank you. Will not be returning.

  24. I love river island and shop there regularly but on my most recent visit to the merry hill store I was returning a top that just wasn’t me and the assistant at the tills was so rude! she didn’t even acknowledge I was standing in front of her and when I said I wanted to return she asked me why do u wanna return it is there somethin wrong with it? no smile, no please, no thank you, no basic manners! disguting service I will be taking my custom elsewhere in future!

  25. angry disabled person on October 19, 2011

    Mens department upstairs with no lift for me, who is a diabled peron in a wheelchair.Staff un helpfull to bring items of clothing downstairs for me,because they wouldn’t let me use female changing rooms.River Island Stafford,Staffordshire.This was on Saturday 15th October 2011

  26. Not so Lucky Lui on October 18, 2011

    Just returned the 3rd pair of Dark brown riding boots Product No: 605496 which cost £80.00 all faulty, the material comes away from the stitching by the zipper.
    Opted for a different style, Black chain riding boots Product No: 606226 at £100.00 1st pair the buckle split, got these replaced (wish I checked them in store) and found these to be different colours, missing a tassel and had faulty zippers, obviously the one from display. Called 3 other stores and not one store has a pair that match

  27. J Mustafa on October 17, 2011

    Southampton WestQuay. The guy on tills was half asleep, didnt greet me, didnt ask if i needed a bag. Looked an absolute mess, as if he hadnt been home and washed/brushed his teeth. For a fashion store their staff are quite poor representatives.

  28. Jenn on October 7, 2011

    Camberley – Terrible service, all staff are divided and not talking giving an unfriendly atmosphere. Grumpy faces not wanting to be there. Horrible and messy too.

  29. Heidi on October 7, 2011

    Leeds, I went there because i am doing a qualification in retail knowledge. The shop assistants were very friendly when we walked in and acknowledged you straight away. When i asked for a different size clothing she was happy to go get it. I would shop here again.

  30. Chris on October 6, 2011

    The Coventry River Island store has a great layout of the store, staff were friendly. One male with brown hair and glasses gave superb service. We engaged in a conversation which added to my fantastic experience of the store.

  31. D1uk on October 6, 2011

    I went to the Preston Fishergate store, and I felt welcomed as soon as I entered. The atmosphere was great. The staff were friendly, handled all my queries without hesitation. I would recommend the store to anyone.

  32. Georgie on October 4, 2011

    I love river island and have shopped there for years however for the past couplecof months i feel unless u have skinny legs u cant get in any jeans… upset

  33. john bishop on September 26, 2011

    Nottingham, needed a suit and the service was excellent ! They sorted me out with the whole outfit! Shame they don’t do student discount!!

  34. My local River Island store in my opinion is filled with staff who looked down their noses at me while I was browsing. I’ve only been in there 2 or 3 times, all of which I felt very uncomfortable in the way the staff seemed to glare and silently judge me. So to avoid this happening again, I decided to buy an item from them online. The item arrived today, looking very cheap, feeling itchy, and one of the sleeves was ripped. Not impressed atall!

  35. Bought a pair of shoes over th internet.
    8 days later – nothing.
    Tracked parcel to Gatwick and no further.
    Tried to call their courier HDNL – no anser waste of time 10p/min call charges with no idea of when anyone will bother to answer the phone.

    45 Minutes on an 0845 direct to River Island then call got dumped.

    Emailed – no response after 48 hours.

    Chimpanzees in a Zoo could run a mail order company better than these fools.

    Will never again buy from River Island on the internet. Ever.

  36. Nicola Richards on September 7, 2011

    13 days ago i bought a pair of everyday boots for £35, after 13 days the sole has cracked and there is a hole. When we asked for a refund the woman behind the counter claimed it was just from wear, and that she couldn’t give us a refund. After trying to get our point across she was not very friendly, and finally agreed on a voucher to spend in store.The other workers seemed to be shocked at our un welcome response, and I am reluctant to shop there again.
    At the Merry Hill shopping centre tonight

  37. sooty777 on August 26, 2011

    MANCHESTER ARNDALE.Wanted a refund on a pair of trousers,girl at till said she would ask another staff member if i could get a refund as i had removed the tag. She came back & said no because they smell like they have been washed! I said they haven’t been washed i have never worn them,the other staff member came over & smelt them in front of everybody in the queue & said no to a refund coz smell like they have been washed. I got my money back as there was a hole where tag had been.RUDE STAFF.

This is your chance to report on the state of customer service in the UK.

I’m waging war on poor service in Great Britain, and your reports from the frontline are essential in delivering feedback straight to brands.

Simply choose a shop from the list of Britain’s biggest retailers below, give it your star rating out of 5, and deliver your verdict with a short sharp comment.

Or click here to read the live stream of comments from Secret Shoppers up and down the country.  The nation has spoken

River Island, 2.8 out of 5 based on 549 ratings
View Britain's Best (& Worst) Shops

Any views or opinions are solely those of the author and do not necessarily represent those of Mary Portas or any company associated with her.
Any questions, comments or feedback on this section of the site should be made in writing to:
If you are a retailer and would like more information please click here.
If you have seen a comment which you belive contravenes our guidelines, please click here.

River Island, 2.8 out of 5 based on 549 ratings