My order which I placed WEEKS ago never showed up, shipping has not been updated since the 13th which was days after the order was made.. it is now the 26th.
I ordered items for an event and now do not have them.. so disappointing. Made even worse by customer service being absolutely useless and just telling me to wait until the 1st October rather than telling me how I can find out the whereabouts of my parcel... Totally rubbish service.
Review by Llermyn Dettenmaier3 weeks ago
I have NEVER EVER had a problem with Free People. I order from FP at least once a week. Delivery is always on time and never have they lost one of my orders. If I need to contact Customer Service, they are very helpful, although I did have one "agent" that was rude to me. Returns are free if you return it at the store. I always opt for the prepaid label even though I think it's unfair. I LOVE their clothes and will continue to shop online with FP.
Review by Michacieto1 month ago
I have never in my life left a review about anything, but I have to about a Free People.
I came across their website a few months ago and fell in love with their range as there’s nothing else like it. We all appreciate a bit of individuality.
Within the last three months I’ve spent over £2,000 and it started out OK. I paid £7 for the piece of mind in that it would get to the UK quicker. Every time I’ve ordered it’s taken longer, so made contact each time to get the £7 refunded, which to be fair, they did.
It has now turned into a nightmare. One parcel simply went missing so when I made contact, I had three queries, they answered one, ignoring the other two. So I emailed again and was told I’d have to wait two weeks before they’d consider it lost. I started a new email trail and the next advisor told me two days. Why isn’t anyone following protocol. So I emailed back after two days to say it had t arrived. They are sending a replacement but this has yet to happen, one week on.
To be safe and protect myself I raised a PayPal claim.
The next order was supposed to be delivered three days ago. The tracking we as customers have access to is useless. It’s been out for delivery for three days. We all know this is lost too, so I made contact, this time to be told I’d have to wait ten days!? All the advisors say something completely different. And I don’t want to hear “Thanks for reaching out” again!!!
So, even with all of this going on, I had to place another two orders for presents, only for them to be cancelled straight after. Why? Why are they cancelling my orders? I’ve asked the question but no one has responded.
Remember everyone, your credit cards and PayPal protect you against such poor retailers.
I’m just extremely frustrated as I’ve worked in shopping centre management for years, customer service is everything nowadays so I don’t know why they seem to place such little attention to this vital service.
I’m giving two stars as the clothes are beautiful. The people behind this brand desperately need training.
So I now have two credit cards with pending transactions. This has never ever happened to me and is a shocking way to treat any customer.
FP is not for the faint hearted. It has filled me full of anxiety as to whether I’ll ever get my money back for any of this.
I parted with hard earned money, a lot of it, and have nothing in return.
Oh yes, and I also forgot to mention they send out the incorrect items and take a massive three weeks to refund! What online retailer does this? No one apart from Free People.
I’m so bitterly upset and disappointed.
Review by MysteryFart1 month ago
I was pretty alarmed when reading these reviews when a parcel I ordered from Free People got lost somewhere along the delivery line from US to Europe. I had to wake 2-3 weeks and the parcel wasn't returned to Free People, but after this and sending one email, they issued me a full refund and 20% off the next order. Would not recommend ordering from them to Europe (as the delivery seems a bit bad) but even if you do I had a good experience with them after this, not like the other disasters described!
Review by Vitacom2 months ago
I spent nearly $200 on boots from Free People. I called to report that my package was never received even though the tracking indicated it was delivered. Free People opened an "investigation". Two days later they emailed stating the courier "verified" delivery and that there was nothing they could do other than advise me to call the police. Are you kidding me? I have been a good customer for years but will NEVER purchase anything from Free People again. I am out $200 with no product. As I see here, I am certainly not alone in this. You should be ashamed, Free People. This is a terrible way to treat your customers.
Review by Neilward Madariola2 months ago
I ordered 3 items from Free People last week, first time ordering and I have to say, after looking at the reviews on here shortly after placing my order I was actually terrified. I convinced myself my items were never going to show up and I had just wasted £200.I honestly cannot believe how many people have had bad experiences!
I chose normal delivery (I’m in the UK) and my items are all with me 4 days later. I’m going to be returning one item but the return is easy, you have to print off the label online for free postage - if you use the label included on the delivery note you will be charged so everyone complaining about having to pay for returns just needs to go into their account and manually select the free returns label.
I will definitely be using FP again. It seems a shame that so many people are having negative experiences and hopefully this is something FP can work on, but I just wanted to reassure others than it’s not everyone. I am completely happy with how my order went!
Review by Tikay2 months ago
Just a little backstory: I've been an FP fan and customer since I was 19; I'm now 32 and the company has gone downhill in so many ways. I rarely even shop their products on cheaper 3rd party websites anymore.
For those new to FP, the quality used to be sooooo much better, the prices were generally lower although still way higher than others, and the sales were epic. A few years ago I noticed the decline in quality alongside the rising costs. Things didn't add up anymore. The SALE prices began to mirror the ORIGINAL prices from when I first began shopping them. Prices are expected to increase over time, but this was abrupt and unjustified.
From then on I said screw FP and began seeking only their very best clothes that I could find on 3rd party websites for cheaper.
Fast forward to last weekend, when I decided that I wanted to buy 5 pairs of the Penny flares directly from their website because I couldn't find all of the colors together on any other single website. The total was $433 even (I noticed that these dbags rounded the transaction up by almost a whole dollar with no explanation; sleezoid move) and I'd paid for expedited shipping.
My order was due to arrive the following Wednesday but on Tuesday I saw that it had still not shipped. I searched my email and saw that FP sent me this email shortly after the confirmation: "We believe protecting your account is important and we want to ensure your order was placed by you. In support of this effort, you order is currently on hold and we need to hear back from you in 48 hours. If you don't respond, you will not be charged, and your order will be canceled.
Please contact your bank and request the Authorization Number or Trace Code associated with your order. If you used PayPal for this purchase please provide the PayPal transaction ID. Your bank will verify that you are the cardholder prior to releasing this information; they may require the date the order was placed and the value of the order to locate this information. Once you have your Authorization or Trace Code, respond to this email or call us at 877-454-2507.
Inventory will not be reserved for your order, and as a result, delivery may take longer than originally estimated. We look forward to hearing from you as soon as possible."
SERIOUSLY??? I'd also placed a huge Express order THE DAY AFTER I placed the FP order and it came in expedited time, which I didn't have to pay for, but here FP is holding my money and trying to get me to jump through hoops for dupable jeans, high-key implying that I am a thief. Their website never used to be so complicated to use. I called and had them cancel the order because I was not only insulted by the random insinuation, but also because they were playing with my time and money, which is unacceptable.
I was told the order was cancelled and that it would take up to 48 hours for the authorization hold in my PayPal account to drop. Lo and behold, 6 days later these cheapskate crooks are still holding my money. I called PayPal and they said that FP has actually captured the funds (as in they're not just holding it anymore) and they have yet to return the money to PayPal. I was told that it should've already been returned by now and that it could take up to a month for them to refund me. Meanwhile they're free to invest my money and make interest off of it.
Even the PayPal rep said it sounded shady and unethical. It is absolutely against accounting rules to reap the financial benefits for services which you have not yet rendered. I'm going to raise all hell until you pay me back WITH INTEREST.
Review by Shonelle2 months ago
I ordered 2 items online to arrive in France where we have a second home
The courier they used never approached the house and we received a card saying the items are being held in France with no information as to where
I have contacted free people who have been useless and then spent 45 minutes on hold to the USA
So items are in France and I also 250 euros down with no solution or help
Absolutely terrible service
Review by QBale2 months ago
I’ve shopped at free People for YEARS and honestly have noticed such a rapid decline lately that I’m appalled. I ordered these sunglasses on August 10th, intending to wear them for a Labor Day weekend vacation on the 8/28. They were in stock and five day shipping seemed fine. After a week i click on my account, only to see they have yet to ship but are expected to ship the next day. Annoying but okay, as long as they get here before my trip. The next day, the expected shipping day was changed to the next day. And the day after it was changed to the next day. And so on and so forth. Well it’s the 23rd and you can bet it says “intended to ship the 24th”. So unfortunately I can’t count on them to deliver by my trip. When I called customer service, they said it was on backOrder. But when I ordered them they were in stock and to this day, it says “there’s a few left!” I never received any email that they were on backorder and had to reach out and find out answers. The customer rep said that “the backorder is an issue with the vendor. We have no control over that.” Huh? Aren’t you
The vendor? It sucks because I’m out like 35 bucks and i have no way to get a refund or even better, this product i was so excited about before my trip.. if ever. Their website is just going to keep playing games with me of pushing back the expected to ship date, while telling other poor customers “there’s a few left!!!” In fact since my call with customer service this morning, the dates already been delayed again. It’s just wrong. Meanwhile you have better brands out there when give a damn. I guess I’ll take my busIness there.
Review by AAlgarin2 months ago
I placed an order on express delivery. After 6 days of it not arriving I sent several mails to their customer services team only to be told my parcel had either been lost or stolen. Two weeks later and I still haven't received my refund. Their customer services team are terrible, they take days to reply and when they do finally respond they never answer your questions and just brush you with some excuse about having to wait longer!
Review by Sidewinder2 months ago
A total shambles. I never received the item. Received an email to say item had been returned to them undelivered even though delivery never attempted. Customer care emailed to say a refund had been issued. Then received a call to say item was being delivered today. No delivery. Phoned customer care. My call was dealt with in a rude, obnoxious 'computer says no' manner. Avoid online purchases with them at all costs!
Review by Finexedd Josefchak2 months ago
For the amount of money we spend on shoes and clothes with Free People surely they can provide the same quality of Customer Care and Service as their products. The FP Boutiques aren’t like this, but their Customer Service Department is HORRIFICALLY HORRIBLE DISAPPOINTING AND DISSATISFYING for a company of such status. I have never in my lifetime experienced such bad CS with a company of this magnitude!!!!
Review by Myc Oleleu2 months ago
I love Free People. Sometimes I receive items that are made in India that have lower quality, however all their other items that I receive are FANTASTIC quality. I live in the US, so perhaps other country experience differs. The only problems that I experience with Free People is that you cannot change an order once you place it... not even a minute afterwards. Other companies you can contact and change a size or color before it is processed. Also people’s reviews of items present a general problem. I cannot blame Free People for this, but wanted to include in my review just to make buyers aware of it. So many reviews that buyers write are inaccurate, so I now know just to order my usual size and ignore the reviews. Free People also makes returns easy IMO. Some people complain, but I find printing out a label and giving it to the post office pretty easy!
Review by Rhonin3 months ago
There is no customer service they have beautiful items which is why after the first time I ordered I had awful customer service experience after they sent the wrong item but decided to give it another shot because I fell in love with a dress paid for express delivery which was £9.00 I believe which is a lot and they immediately messaged me saying they were unable to do express on this item but had taken my money despite this and won’t give me the express delivery or refund the £9.00 I know it’s only £9.00 but it’s not the point you can’t steal money from people they shouldn’t of advertised for it if they could only send it in 2 weeks. Disgusting
Review by Zalika Creath3 months ago
I wish I had read review before placing an order for £169. The quality and fit was not expected, and I ended up keeping one item. I have never had a problem with a refund before and stupidly did not check my bank statements until today. I returned my items 6 weeks ago, 10 days after receiving them. They have no idea where no parcel is and no refund has come through. Its a pity because there are some beautiful things that I would be keen to purchase, but once this is sorted I will be purchasing from a more reputable and responsible retailer.
Review by GreenVapinGiant3 months ago
Really, really terrible service. I will never order from Free People again. I placed an order on June 5th and when, by June 19th, it hadn't arrived I checked the tracking which said it had "Just Shipped" but tracking info not available. I emailed customer service to ask them to just cancel the order at and was told the package was in fact delivered on June 12th to D. Martin. Not my name. I don't know anyone by that name. There is no one in my building by that name. When I told them this I was asked to confirm my address and then told that a "lost package claim" would be filed and I would be contacted in 1-2 days with an email explaining "next steps." There should only be ONE next step- the immediate refund of my money. I've never experienced anything like this. I feel like I sent money into the ether.
Review by Rupnaath3 months ago
Love the clothes on the site but so disappointed with the customer service or should I say lack of!
After ordering a dress which through no fault of my own was deemed undeliverable even though the courier only tried once, I was told I would get a refund. This was 2 months ago and still no refund in sight. Every time I email I'm told that the item is still in transit and they haven't received it yet, how has it been sent back, through carrier pidgeon!!!
Nice clothes but totally unacceptable to be holding onto someones hard earned money, seriously sort out your refunds and customer service!!!!!
Review by Vergine Maage3 months ago
I ordered an item from Free People in time (according to their delivery information) for it to be given as a birthday present on a special birthday. It took a week before they even shipped it and now it is still sitting in some airport waiting to be picked up. I have emailed them many times but they never answer. I have spent a lot of money at Free People but now I am totally done with them. They have a terrible business model if they want to keep customers
Review by Phogey McWherter3 months ago
I was an avid fan, placed tons of orders. Last order was shipped through Lazership who left my package on the sidewalk in front of my building in Brooklyn, NY. Never got it and, after five calls to FP, I was told that, because the sidewalk is technically my physical address, it counts as delivered. When I contacted a supervisor, he raised his voice at me, told me to be quiet, and hung up on me when I told him I was going to start recording the call. Customers shouldn’t suffer because FP choose sup-par delivery courries. Customer service supervisors should not raise their voices to customers. You have lost a customer. For shame!
Review by Pwatbc Zabolotskiy3 months ago
Absolutely appalling . I am still waiting on an order from nearly a month ago that I’ve paid for and also waiting on a return refund . I have wasted hours on useless web chats with overly polite agents that completely contradict a previous agent . Emails that begin with” thankyou so much for reaching out to us “then spout a whole lot of useless dribble. Very annoying!
Review by Tares3 months ago
overpriced for BAD quality. I bought a dress there recently and after wearing it only once, it is already fraying.
Review by Siljeytt3 months ago
My package ordered in May is missing. The order was nearly 200 euro. Numerous calls, no refund. That is ALOT of money. Have never experienced such appalling service. I should be refunded asap, but fear Ive been robbed.
Review by Shukibuki3 months ago
Recently, I have been quite frankly obsessed with clothing line Free People. I had wanted to purchase some clothes for about a year, but I had some reservations since their clothing items are extremely expensive. Despite these reservations, I decided to do some shopping online. While I was shopping online, I found a couple of pair of pants I wanted to buy; however, I was not sure about the sizing. So, I decided to go to the Free People store at the Avalon: in Alpharetta, Georgia. Once I arrived in the store, I was able to try on the pants and decided to make the purchase. The business, Free People, is terrific because of their customer service, high-quality items, and the store itself.
When I arrived at the store, one of the Free People employees greeted me kindly and asked, “If I was looking for anything? I pulled out my phone and showed the woman a picture of the pants I was looking for and explained I was nervous about buying them online without trying them on first. She completely understood my reservations about the sizing and immediately went to grab the pairs of pants that she thought would fit me. Then, the woman that was helping me showed me some other jeans that I might want to try on too. She showed me to the dressing room and let me try on the clothes. I ended up liking the other pants that she picked out for me. The pants I tried on were just like they were shown online. After I tried on everything, I brought my clothes up to the register. While I was checking out, the woman asked me, “If I had a Free People account, and if I would like to join one?” She further explained the benefits of having an account: discounts and free shipping. I decided to get an account since I was so happy with my purchase. I was so surprised by how sincere the employees were.
Free People is known as a costly store. I had wanted their clothes for a while, but I waited until I had more money to buy some. One thing that I did not know until I bought the pants was that their clothing items are expensive because they are high-quality items. I have worn both of the pants multiple times, and I am completely in love with them. One of the pants – Just Float on Flare Jeans – is very stretchy and comfortable. I honestly could sleep in them and be completely content. The other pants – City Slouch Canvas Pants –are very versatile. I could dress them up or wear them as a comfy attire. Also, I had already washed the pants, and everything still fitted perfectly. I would highly recommend these pants to anyone who wants to try something different with their fashion.
The Free People store was original and authentic. The store had cute wall décor, and the place was well designed. Everything has a Bohemian Homeless vibe to it. It was also spotless, and the clothing racks were in a perfect spot. Some stores that I had been too had poor placement of their clothes, and it makes you feel claustrophobic. This was the opposite of Free People; In Free People, there was plenty of room to walk behind the clothes racks. Plus, the clothes were comfortable to get too. One of my favorite parts of this store is the location. At the Avalon location, there are so many other shops you can go too, and it is in a good location safety-wise. There are police officers that drive around the complex.
I loved the whole experience, and I loved the clothes I had purchased. I would one hundred percent recommend the store Free People because of their amazing employees, clothing items, and the originality of the store.
Review by Yolaf Galicinao3 months ago
UPDATE:!!!! I wanted to update my review as Dixie from Free People reached out to me via email. Not only, did she reach out to me, but her email was extremely sincere, thoughtful and full of empathy for my situation. She really cared about the recent experience i had at Free People and seems eager to find a solution to the problem. And honestly, it is just extremely refreshing to receive that kind of customer service from a company as prominent as Free People. Thank you again Dixie for reaching out and for providing wonderful customer service. I sincerely appreciate it!
Honestly, I can say I WILL NEVER SHOP AT FP AGAIN. And if I could give them Zero stars, I would.
I ordered a pair of sandals 5 times and was sent the wrong color ALL 5 TIMES. They honestly could have cared less.
The first time I ordered these popular sandals ( Torrence sandals- they sell out quick for some reason) they sent me some weird light bone color.... I ordered the “tan” color... which is nothing close to this weird bone color. The Tan is like a cognac color and it gorgeous. Anywho, they send me the wrong color, so I call customer service and she says, “no worries, I’ll send a replacement item. Just return the wrong ones”. So I make the return wait over a week, no email no sandals no nothing. I call back in and the FP Rep says, “oh I don’t see that a replacement order was ever made. But I can make one now for you.” So I’m frustrated but say, yes please, I do want these sandals. Third times a charm right? A week later, this same ugly bone colored sandal comes in. I CALL IN TO FREE PEOPLE AGAIN. They say, oh we don’t know why the warehouse keeps sending you the wrong color? Mind you, a picture of the sandal and COLOR OF THE SANDALS is on the front of the box with the size. And the name of the color clearly states, “natural”. NOT TAN. Smh. Soooo I return those ugly natural sandals and don’t even bother to have her send me a replacement. I will just order again myself since I don’t trust that they will actually send me a replacement. I was also suppose to hear from the warehouse about a solution— but never did. What a surprise and a week later.... guess what... THE SAME UGLY Natural color come in!!! Are the people in the warehouse visually impaired? The color of the sandal is on the front of the box! Why do you keep sending me this natural color!????
The funny thing is, the first three times I ordered my tan sandals, the “sand” color (natural) wasn’t even available on the website for purchase. It wasn’t an option at all. Had they not sent me that color, I wouldn’t have even known it existed!
Nevertheless, I return these wrong colored sandals and saw that I no longer had the option to reorder because the tan in my size was sold out. And even though I called to customer service again, the man that helped me must have hated his life or something because he was super monotone and just basically said, “I can’t help you. We don’t have your size anymore. Just return the shoes.” So awesome guy. Thanks for caring.
Fast forward again, a month a half later, my size comes back in stock in the tan color, and apparently I’m just a glutton for punishment... but I reorder the TAN in my size. This time I notice they have the “sand” ( natural) color available for order now. So I check all the information on the tan vs. the sand. And yes, two different items with two different color codes!!! So I make my order and send an email to to customer service explaining I’ve ordered these sandals 4 times before. Could they please make sure to send the correct color out- and I give them the color code. I never hear back from customer service. And to no surprise.... I receive the sand color. I call back in to customer service and actually speak to someone nice who seems like they care... and she says “I’m gonna email the warehouse for you, you should hear from them in 72 hours.” At this point, I just really want to know if these tan sandals even exist?! Why have pictures of this beautiful cognac color if that’s not what you are gonna send your customers? And why are their two different color codes? And two different sandals with different pictures advertised?
I Waited a week, returned the sandals and never heard back again. I just called customer service today to say , “hey, I never got an answer as to why you guys sent me the wrong sandals 5 times.” And the manager said, “well, you returned the sandals, so that was your answer.” That’s literally what she said to me. Because I returned the sandals, they cancelled my inquiry about the sandals.
NEVER AGAIN. Free people is a disgusting company with customer service reps who are terrible and don’t do their jobs. A customer service reps only job is to HELP people. And be nice while doing so.
Also, get some people who can read and see in the warehouse! There is absolutely no reason for the wrong sandals to be sent out 5 times. That’s just incomprehensible and LAZY.
Lastly, I literally can’t justify supporting companies like yours FREE PEOPLE. You guys need to do a serious revamp starting with hiring people that actually care. That’s the point of customer service. To care when your company has made a mistake. Not to turn it around on the consumer and make it their fault.
There’s just really no excuse for it.
I honestly have had more than just this one bad experience with free people. This is just the most recent. And now I’m sick of it. But ultimately, what can you do if they don’t care.
Review by Orgert Turick3 months ago
I ordered a dress from Free People that was never delivered . I live in the UK, and received some garbled message at the time that the dress had been dispatched to the US. I paid £140.00. It took weeks and weeks of e mails with free people to finally obtain a refund for the missing dress.
Then three months later out of the blue, they have taken the money out of my account again! I received an e mail from them advising that their courier has informed them that the dress has been delivered! I told free people that the dress was definitely Not delivered , and was advised to phone the police! The only people that have stolen from me are free people! I do not know how this company are still trading & I have never experienced anything like this in my life. BEWARE OF THIS COMPANY AT ALL COSTS