I would feel safer ordering on Facebook from an unknown Chinese retailer than ordering from Free People. Orders placed with next day shipping haven't been received a month later and every customer service rep has a different story. All of them are contradictory and essentially lies. While I like the clothing, the customer service- particularly the shipping- is an absolute nightmare. I order online almost daily and have never encountered worse service. This company needs to get it together.
Review by Tshephang2 years ago
Over the last few years I have spent close to $10k in their stores. You would expect the business to value customers who are loyal and provide revenue. Nevertheless, Their customer service over the past year has deteriorated quite a bit. SO much so, that i have drastically reduced my spending in their stores. A few months back. I purchased an item at full price that was put on sale within 10 days receiving it. I contacted them for the difference and they refused. Instead they sent me a 15% off coupon. Weeks later I purchased an item and attempted to use the coupon and was told it was expired. Moreover, the color I wanted, I was told was not available and would not be available. Less than 48 hours later the color I wanted was available on the website. I was told an exchange was no possible but I could purchase the one I wanted ( I have now purchase the same item twice for approx. $150.00) and I could return the original one. Now when I attempted to return the original purchase (still in the unopened package) I am told that I can only get store credit. I escalated to management, who again stated "NO EXCEPTIONS" Needless to say, they have lost a customer FOR LIFE. Can deceiving customers really be worth $150.00?
Review by Hourican2 years ago
I have never had a bad experience with this company! The only thing that did happen is one of my items was out of stock and I understand that those things happen. I really wanted the dress but if it's out of stock, it is. Humans aren't perfect and I imagine their inventory was off. I keep coming back and always will.
Review by Lavdeep Andelová2 years ago
I am a well- heeled shopper and have never ever encountered such vile customer service.
I was mistakenly sent an incredibly large and cumbersome package of clothes rather than my small but necessary order.
FP finally, after a lot of accusatory emails, acknowledged their mistake but took two months to send the correct clothes.
Meanwhile I was working a 6 day week and had no time to post the massive box of wrong clothes back. I begged for them to organise pickup, they refused and then they swiftly accused me of theft of the wrong clothes, cancelled my account and started sending threatening notes demanding I pay for them.
I finally took time off work, followed all their instructions, posted the damn package back and six months later my account is still suspended and they are still demanding I pay for those [email protected]$#*%g clothes and that they haven't received them.
They are treating me like a criminal.
It's clear now that the prerequisite for working in their customer service department is to be a narcissistic bully.
If you ever have the misfortune of dealing with the sadist TIA I send you hugs and kisses. That woman belongs in an s&m parlour.
Review by Shamit Trifunova2 years ago
I ordered a pair of boots in November that were supposed to arrive around Christmas. They didn't. They arrived in January.
When I opened the package I saw there was a hole in them!! This was after I had already paid an extra 50% on top of the original price of the boots just to receive them in Italy (tax). So I call customer service where they say I'll get a pair back, so long as I return my broken pair. (This took a week of calling almost everyday to get the return in motion)
Shipping costs are all on me. So not only do I pay for a mistake THEY made, in order to send the boots back, I also had to pay AGAIN an extra 125 euros (50% again) tax to receive the boots back with no hole. UNACCEPTABLE.
I called to try to get them to pay, to which they offered (after lots of insisting) an amount that would barely even cover the costs to ship the return package out, let alone the taxes. FIRST AND LAST TIME I'M PURCHASING FROM THEM AGAIN.
Review by Pajama2 years ago
For people who may not realize, this company--Free People--is owned by the same people who own Urban Outfitters and Anthropologie. Please stay away from these companies and especially from doing any online ordering with these companies. After decades of buying from UO, and now Free People, I am suddenly blocked from ordering from their sites, without cause or reason. I have done absolutely nothing unprofessional, wrong, or otherwise--somehow their faulty system simply blocked me, and when trying to get a reason from their customer service, I was repeatedly told they had no access to any explanations and to wait 3 days for an email response from them. That response never came. I am left baffled and angered by these people. How insanely unprofessional and unacceptable, for this company to treat a loyal and years-long customer, who has never done anything but spend thousands on their merchandise and always paid in full without incident, this way. Horrible, and they deserve to lose business over this. Order at your own risk.
Review by Fandango2 years ago
I ordered a dress on sale almost three months ago to be delivered to Sydney Australia. I have experienced too many extreme problems that should not happen with an established company like this. Firstly the shipping took twice as long as it said it would. I ordered a size small but the dress was practically falling off my body it was so huge. I decided to return it but their so called paid returns made absolutely no sense. I paid for the return myself which was another $20. They told me that they dress was never delivered to the correct address. After a week on the phone to Australia post i realised that free people were just lying so that they wouldn't have to give me a refund. I sent an email with my correspondence with Australia post and they finally replied back saying that I would recieve my refund in 2-3 business days. After 7 business days had passed I was obviously upset and sent a follow up email asking for a correct estimate of how long my refund would realistically take. They had the audacity to try and tell me they couldn't locate my dress again. After I forwarded all my previous emails in which they admitted they found the dress and would issue my refund they sent another lying email saying I would recieve my refund in 2-3 business days. It has been two weeks since then and still no refund. I am so livid this whole company is a scam and was a disaster since the beginning.
Review by Jessery Youshock2 years ago
Good Customer, it does not matter the CUSTOMER SERVICE STINKS. Does not matter that one has spend who knows how much money on the clothing apparently it is not appreciated, and one just gets a reply: UNFORTUNATELY -- Well unfortunately that is not good enough and i am going to keep posting until a supervisor responds appropriately.
Review by Kagan2 years ago
These people are completely ripping off the public. i just received a jacket to Paris, which i waited for 8 weeks. The jacket cost 160 or $199. i had to pay 85 or $120 dollars in tax (cash on arrival). i then tried this extreemely over priced jacket on to find it is poorly made, is swimming on me, although it was their website calculation who told me that i was a medium, which i am always a medium and ever a small. I just wrote to them and received a generic, 'oh we are sorry you dont like it, send back for a refund but we can do nothing about the tax.' Never again... Awful company, over priced clothes and Zero customer service. Once you buy, you cant go back. You will not find out until you purchase if your items will arrive in 1 week or 6 months. Be very aware, much better online options out there.
Review by Bnkv2 years ago
I ordered two tops on the website during the Labor Day Sale, but then mailed them back for an exchange. Two weeks later, I get an email saying the items I wanted were out of stock and thus my shipment was processed as returned items, so I will be refunded and charged for return shipping. However, I checked online and called customer service and verified that those items were in stock in the size I wanted an exchange for. But because they issued a refund already to my account, they can't process an exchange but they can take a new order from me for those same items. Since I originally ordered them on a temporary sale, the cost of the same items are now almost double my refund, and I have to pay for return shipping. I don't know if it was an honest mistake that they made with my exchanged items, but I am going to think twice about ordering again from their website even though I do like their clothes.
Review by Myursel2 years ago
shocked how bad custuner service is. paid for my t-shirt they did not post it to correct addresse. have been given the runaround since, very difficult to speak to anyone by phone, though they do respond by email. not impressed
Review by Yaaas Dole2 years ago
i dont buy their clothes but i wanted the kopari lip balm since sephora was sold out of it. i bought it and got free ship with email signup and it arrived in 2 days! very quick shipping was just as described! if i was a fan of their clothes i would buy from them more often.
Review by Indydaddy2 years ago
I've been ordering clothes from this site for years. Recently, a dress arrived with a tear in it. It was actually hard to spot. They sent me a replacement before they even received the torn one.
Review by NinaFred Hosiny2 years ago
I made an order for 626$ to be sent to Switzerland. Roughly in a week I got it delivered. On my tiny box was a full list of items Ive ordered and hence I have to pay ~90$ as customs toll, so far so good. When I opened my box and only found 3 items instead of expected 9, furthermore, of those three one I didnt order at all.
OK, I write an email to the support. They immediately accept it was a mistake on their side. The support suggests two options: 1) resend the order, 2) refund it. There is a catch with the resend: customs toll. As I said before they by mistake listed all the items on the first box which means that I will pay another ~90$ as customs toll. After I tried to explain it to them I decided to refund. And here came another surprise: they included into the refund the item I havent ordered :) Not to mention custom tolls.
As a result for more than 200$ I have three items of which one I didnt order.
Excellent execution, thank you so much, free people!
Review by Orton Zipzer2 years ago
Very disappointing experience. I have placed an order for the first time with free people. Having received no order confirmation, i have tried to reach to customer service and after me sending three emails to get a reply, they responded that they could not trace my order anywhere in the system. I was also asked to send my card details via email, which i am not even sure its a legal request. After placing another order, i realised that i was in fact charged for my initial order for 191 euros! I emailed asking for a refund, but i have yet to receive a reply. I will of course keep requesting my money and certainly will never order from free people again.
Review by OPReticle2 years ago
I ordered a gift card on September 5 for my niece's birthday. Ten days later it still hadn't arrived. Customer Service apologised and promised to send an expedite gift card by Express Mail to arrive within 2 days. Never received. 19 days after the original
purchase Customer Disservice confirmed a gift card to arrive within 5-7 days!! I am outraged. I was offered 15% off my "next purchase" which will never occur. This is the worst treatment imaginable for an online purchase.
Review by Bantoo Rfc2 years ago
I never received my order, the courier claimed my address didn't exist. The goods were apparently returned to Free People, I was charge for it. I've been calling for 2 months to get a refund, still not resolved. They are driving me mad!!! $200 down the trash...!!
Review by ScienceDey3 years ago
Free returns and very nice selection of shoes
Review by JaeHyo3 years ago
incompetent with rude customer service, esp the last girl I spoke to, talking down to me, time wasters
I just wanted to return an unused item, they made sure I can not within the 14days
for a full refund you have been warned, not the normal practice and service we are accustomed too.... it ain't no next !
Review by Merdian3 years ago
Ordered online, flare jeans very nice, dress was ordered next nice but very cheap rayon mater
I find prices are too much ,200 is ridiclfor quality rayon is garbage material
Review by LizzieBee3 years ago
Everything has always worked great here, orders, returns (label provided). Things are kind of expensive but it is generally higher quality. I don't like everything I get here but it returns easily. Overall one of my favorite online stores!
Review by Mdil3 years ago
I wrote a long detailed review but it got deleted when I tried to submit so long story short...this company does not care about you as a customer only $. They are horrible at keeping inventory. I ordered 5 different times, order was confirmed and even stated as shipped and NONE were delivered and all were cancelled stating either the item was out of stock (even though they took my money and i got order confirmation and even though as they are claiming its out of stock it is still showing as available on the site) I even got an email this last week from my last chance with them that my order was shipped. I got so excited and guess what, my order was never shipped and then they send me an email saying your request for refund was received.WTF I never sent a refund request...Im sitting here patiently waiting for my order you stated would be delivered and provided tracking info for which when tracked said it was still waiting to be scanned by ups everyday. They then process their mistake as a refund with no notice to me or apology or email and then they send another email letting me know my return order was received. The item I never got and never returned was received by them for an exchange/return. This was one of the 5 horrible times I tried to purchase from this company. ALL ORDERS WERE CANCELLED BY THEM AND STATED AS OUT OF STOCK. Once they told me they could not find the item in their warehouse. Another time they tell me they have been searching for weeks and thats why they have not emailed me because they are still searching for my item> GET YOUR INVENTORY AND WAREHOUSE IN CHECK PEOPLE and stop lying to your customers. Thousands of customers have the same issue. As a multi million dollar company who charges ridiculous expensive prices for their items, get your company together and get some reputable customer service and actually care and solve issues and make up for your mistakes. I order from many reputable companies online..big companies, known companies and small companies and NEVER have I ever experienced such a horrible company / customer service. BEWARE! Do not get your hopes up and do not order from their website. I wish my long detailed review was not deleted so all of you could read just how bad they did me over...not once, not twice but 5 times in a row..each time getting worse. I am done and I am getting a lawyer to fight back as they have been very dishonest as a company/brand and have wasted hundreds of hours of my time.
Review by Darsan Muhong3 years ago
i live in marseille france i ordered the vegan leather jacket from free people , i recieved the item today with paying tax and charges to the post man for 105 euros ,( i didnt mind cause i knew they were charges for items outside of EU).... Anyways, i opened the package it was the wrong coat !!!! and i tried to look up the coat on the website but didn't find it as well !!!, now if i wanna return the item its gona cost me 100 euros , and if i wanna get another item 100 euros more ,and to make things worse , the coat i received is only worth of wearing as a day PYJAMA today so wats the solution !!! iam totally disappointed , especially living in france not US ( they should have made more care in international orders ), impossible to return !!!!!
Review by Mogsey3 years ago
Wow, I'm so surprised to read all the negative reviews on here! I have never had any issues with Free People that would warrant me giving them anything less than a five. I have returned plenty of items to them, and my refunds were issued on the same or next day that they received my returned item. Moreover, they recently sent me the wrong item, and I simply called them and they quickly arranged for the correct item to be sent over with 1 day express mail, and my return was accepted quickly too. I really love FP, I order a LOT of stuff online from various stores all the time, and they really have amazing customer service. I'm noticing the reviews on here tend to focus on items that were damaged, or mistakes made by customer service reps that are out of their control, and in all of the reviews I've seen here, the customers got their money back or were compensated in some way! Don't let the reviews scare you, if you ever encounter any issues with FP, do contact their customer service! Also I'm not a paid reviewer, you can read my other reviews. I really do respect Free People and appreciate their customer service!
Review by Yarisvel3 years ago
BEWARE! Do NOT expect your items shipped & horrible customer service
I have place 3 orders within December 24th - December 26th. All items have been in cart & I have paid for ALL items. I have paid extra to ensure items are sent to me by January 1 as stated in freepeople website. Out of the 7 items I have purchased only 1 item is in stock. So my entire order was cancelled by Micheal the supervisor. This is ridiculous and their customer support is awful. I requested to be transfered to a supervisor then he placed me on hold stating that he was communicating with his co worker as to my order being placed on "hold status". He said hopefully we have good news then he provides me with an inventory phone # so that I can call & inquire about my order. After a few minutes he comes back & advises me his
co worker misunderstood his question. All items you ordered are out of stock that I placed on Dec 26th .Then he tells me if I would like to cancel my order? Then within 2 seconds the call is dropped. Freepeople online is awful and the company takes no consideration when it comes to their customers. Freepeople lacks customer satisfaction and their quality in the non existent customer service needs to be resolved. This is upsetting. If I had not called or looked at my fp account online I would be under the assumption that my order is on it's way. It was ME the customer that asked. They did not bother to send me an email. A very misleading company who promotes items that are not on sale. What a scam after having access to my credit card.