June 2025 by Delinquent Revenge
A very bad experience in 21 May 2025.
I was buying two pairs of jeans and i was exchanging one with a new pair. It was a nightmare!!!
The manager asked me if I washed the jeans and i said NO. After giving my answer she was trying to convince me that the jeans were washed... really!!! The tags on the jeans were untouched.
Honestly,i bring them back exactly how i was received.
With all my explanations she asked me to wait until she is doing the investigation.
The reality was that someone returned the jeans before me or someone puts the jeans in the petite section without having the petite tag attached.
For me was for first time experiencing something like this.
The manager was saying sorry and asked me to get the new pair of jeans with a 10% discount and I told her that I was going to exchange and not to buy with discount.
And it was my birthday in that day.
From now i will avoid buying from River Island as i don't want to go through this bad experience again only because is a mess in their store and they don't check properly the returns made by other people.
June 2025 by Lola May
The best team !! Helped me find my shoes and as I was in a rush to try them on I left my phone on the counter and Vanessa found it for me and handed it to the front team !! The sweetest beautiful team and Josephine helped me find the cutest pair . Honestly they make the store even more sparkly. ?thankful for them
May 2025 by Ella Redhead
It?s my 30th birthday and I desperately needed the right shoes for my party. Vanessa and Ayah were SO helpful and really went above and beyond to make sure that I not only left with the right shoes but felt more confident for this evening. Thanks girls!
May 2025 by Alejandro Flores
1 star for fast fashion
May 2025 by TRD
My boy Jay M the cashier was so patient with me even though I had so many clothes. Usually people get annoyed but this guy was amazing and was very friendly with me. Big up Jay
May 2025 by Linda S.
Simply put I wish the United States had a mall like this. Every time I visit London I always stop by Westfield. The restaurants are plentiful, shopping will satisfy even the pickiest shoppers. Parking is easy just remember where you came in at.
May 2025 by Kk K
+ very professional and helpful store manger Dino
+ manger the store well
+ good customer service
+ team of Dino very customer friendly
+ good products
+ overall 5 stars
March 2025 by Lucy Ruth
Awful customer service to the person I was with. Didn?t know what they were doing and I felt so upset after I returned my purchase because I won?t put money into a company that hire such rude people.
March 2025 by Giovana
I had a great experience with all the staff here on my last visit.
I bought clothes online and needed to return some of them. Because I needed different sizes, I also ordered online for store pick up.
While trying them on, I needed assistance, and the ladies were quick and soooooo helpful in the fitting rooms. Then I just returned what I didn't need, from multiple orders, and the process was very smooth and efficient.
I've interacted with a 5 different staff while doing all these things, and absolutely all of them were helpful! I also loved all the clothes that I bought, so I'm really happy with everything overall!
March 2025 by Tamar Harnik
I have loved this fashion for many years, it has it's something not ordinary ... A little too expensive, but...
March 2025 by Eds Albuquerque
Disappointing Customer Service Experience ? Needs Urgent Attention
I visited River Island at Westfield on Monday, 10/03/25, around 12 PM with my wife. While waiting to pay, there was only one customer at the counter ahead of us. Shortly after, another staff member called us forward to pay. My wife approached, but another employee( black girl), without properly assessing the situation, abruptly told her that the queue was on the other side and instructed her to stand in line.
What was even more frustrating was that another customer who arrived after us was also waiting to pay, yet this staff member did not seem aware of the surroundings and unnecessarily started arguing. She even argued with her own colleague and spoke to us in an extremely rude and unprofessional manner.
As someone who has worked as a manager at Hotels in central London for 11 years, I strongly believe that excellent customer service is crucial in a premium shopping destination like Westfield. This particular staff member lacked the necessary skills, professionalism, and customer awareness, making her a poor representation of the store. Frankly, it is a waste of investment to have such employees in a high-end retail space.
I strongly request that this incident be investigated further, as it reflects poorly on the brand and diminishes the shopping experience. I hope management takes appropriate action to ensure better service standards in the future.
Would appreciate a response regarding this matter.
March 2025 by Erjona Jaso
I went to the store for return,them start to do it and stop it becouse manager she didn?t want to do anymore. The staff is very unprofessional and rude with customers.
December 2024 by Rumeysa Usca
I have not experince any worse customer service from any other brand or any other any type store. I am not sure if I would ever visit any river island, or I would ever shop online again.. sharing my experince my head quarters, I feel like they should urgently take care and train their colleagues.
October 2024 by Rach B.
I went to this store this morning to buy a jacket and one particular staff thought it was okay to stare at me and made me feel so uncomfortable. I asked her why she was staring at me and she mumbled something and turned away. I found the jacket I wanted and paid for it and she was by the door staring at me again. This is very poor customer service. Its like harassment.
August 2024 by Christian
Regardless of the season, this shop?s men section is the equivalent of the Central Line?s heat. Really makes for a horrible shopping experience on top of the ugly clothes
