I ordered six polo shirts from Rivers Online on 12th May. The first issue came when I was trying to pay for my goods. I entered my credit card information and hit the button finalise the purchase, and I saw a spinning circle for a couple of minutes that then timed out with an error message. So I tried again and the same thing happened. A third attempt did work, and I was told that my order had been accepted. I then received an email confirming my order and payment details.

At the end of the month, when checking my credit card statement, I realised that I had been charged three time by Rivers (who are actually listed as Noni B on the credit card statement.) What must have happened is that when I clicked the button to place my order on the first two attempts, the charge was made to my card but the actual order was not generated. I contacted my bank and they are disputing the two additional charges with Rivers.

After placing the order, I waited for about ten days and still had not received confirmation that the items had been dispatched. So I contacted Rivers who sent an email reply saying that there had been a delay. I waited another week with still no news. After 25 days with no news I asked them for a refund, and received no reply. Then, exactly one month after I placed my order, I received some of my goods from Rivers. They never sent an email to say my shirts had been dispatched, I just received a parcel. The problem was that only four of the six polo shirts had been shipped. Of those four, one of them had a hole in the back. I haven't bothered reporting this to Rivers as they are just too difficult to deal with.

I contacted Rivers to ask what had happened to the other two shirts. They told me that there was a delay in shipping the other two. Another week went by and I asked them to either send me the remaining two shirts or refund me. Rivers replied saying that they would investigate, and promised to get back to me within "48-72 hours." That was nine days ago and I still have not heard anything from them.

Two days ago I sent them another email stating that I had not heard back from them despite their promise to contact me within 48-72 hours. I asked them to give me a confirmed shipping date within 24 hours, or process a refund for the two missing shirts. I have not received any reply at all from Rivers.

My order was placed more than six weeks ago and is still not completed. Rivers themselves have decided to ignore me in the hope that I will grow tired of asking and just write the missing shirts off. They have no interest in either delivering them or refunding me. They have simply stolen my money.