I want to love Free People SO BADLY. But I can't support this anymore.
1st Red Flag: Sizing issues are serious, and returns aren't free. I can't tell you how many shoes I've ordered from FP in the last few months - thousands of dollars - and sizing is consistently inconsistent; I don't know why I keep expecting otherwise. It would be one thing if shoes were all from a different brand, but their brand alone has yielded everything on the spectrum from way too small (like, this has to be a mistake) to way too big, literally stepping out of boots. Every return comes with a $5.95 fee, so you can see how they're gaming the system to make even more money.
2nd Red Flag: After patiently awaiting my most recent order - more shoes, yes I have a problem - I received the wrong order. Not only was it the wrong order; it was left by the delivery person in the street in the rain. Ok, that's USPS's problem - fine... but still. The real kicker is that when I called to explain that I received pajamas (seriously) instead of boots, even though the correct invoice was in the box, they refused to arrange a pick-up service. Scoffing at this inconvenience, the representative told me "Well, you won't need to pay for it since it was our mistake." You're damn right about that - since when are customers expected to pay for returns anyways? Oh I already complained about that.
Last, and Final Red Flag: More tales from my most recent order. As usual, the boots I was most excited about didn't fit at all. So I lumbered through the streets to carry this huge box back to the post office, sent it along, and never heard from FP again.. until I reached out to them a week and a half later for an update. Only then did I get the "we received your order" email that really should have been generated automatically - like every other store.
Why can't FP get their s*** together? All I want to do is give them my money. What a shame - I love the styles, but I'm thin on patience. It was fun (not) while it lasted.
Review by Anoach3 years ago
FRAUDULENT UTTER INCOMPETENCE
I was told initially via the website and phone service that the item i was looking for was available and in stock at a store in CA nearly 2 hours away from me. I drove hours just to purchase the items I was told were at the store. I arrived and staff said they made a mistake and didn't have the item. Then they put me in touch with customer service to order the item due to the inconvenience they caused me. Customer service agent said she would send the item and waive shipping as a courtesy for the trouble they have put me through. She could not figure out how to work the computer system and kept me waiting 30 minutes to place an extremely simple order. Once she finally figured out how to place the order we hung up the phone. I looked at the email I was sent confirming the order and it showed that she had failed to waive the shipping as she had promised and that she had ordered the item in the wrong color despite the fact that I specifically mentioned and confirmed the color choice numerous times. This was both a waste of my time and another of many aggravations. I called back and this time was put on the the phone with someone new. I begged to please be transferred to a supervisor because I needed the issue resolved and didn't have time to keep dealing with this frustration and scam tactics. She denied my request to speak to a supervisor. I explained to her the 2 previous mistakes the company had made and she promised me she would correct all the mistakes. She took down the order in the correct color and waived the shipping finally. Then I got the email confirmation for the next order and it revealed that she had placed the order to the entirely wrong address despite the fact that I explained where I needed it to go. Now UPS is saying it will cost 221 dollars to redirect my package to deliver to the proper address. This is just a mess and the incompetence of the staff at this company is astounding. Zero customer service. Fraudulent merchant. I have no way of receiving the package or refusing it or even coming into contact with it at all. I have been charged each of these times.
Review by Wynchu3 years ago
Ordered 2 pairs of shoes on the same day but two separate orders, one online the other I called in to see if they can add to my order. Lady said they couldn't add to order but they would ship it out for free since I just ordered another pair of shoes over $200. Awesome right? NOT. The first pair ordered online arrived with no issues. Second pair was sent via a different shipping route, as the first UPS then UPS sent to USPS. USPS sent shoes back because lady on phone input my business address wrong which I tried to correct numerous times via email prior to the shoes being sent back to Free People. Get a notice via their online tracking saying shoes were delivered how was my service? UGH shoes were never delivered. So I called and sure enough they were delivered back to them because the shipping was wrong. Spoke to a very unhelpful person on the phone to which I asked to speak to a manager, 5 minutes on hold she said that the management has agreed to have the shoes shipped back to me overnight and that someone would call to make sure everything was fine with my service. NO CALL within said 24 hours and I get another noticed that my account has been refunded that the shoes were sold out. MY SHOES that were delivered back to them, they sold to another customer apparently even though they said they would ship it right back out to me because it was their error and it would get to me in time before I left town. Called again, new lady, again also not helpful said she would try and track them down but it looks as though they were sold. AGAIN she said someone would call within 24 hours regarding the matter. NO CALL AGAIN. WTF Free People? Oh they tried to offer me a measly 15% discount for my troubles as if I would ever shop from them again.
Review by Adsvenues3 years ago
I was reading through the comments that other people have posted on here regarding their experiences with Free People and I am a little relieved to see that other people have had the same experience that I have, although I feel terrible for these people because I know how frustrating it can be to deal with this company. I have never experienced such bad customer service in my life and from a company that charges as much as they do for their product. For those prices you would think you would be entitled to A+ customer service.
I too have had a product I ordered go to back order status without any notification. I only found out after I never saw my purchase ship and it had been weeks! Then to make it even worse after many more weeks of waiting they finally sent me an e-mail telling me they could not fulfill my order. This was a xmas present and I was very dissatisfied with how that process worked.
Well today, I had another experience that topped even that one! I placed an order and within minutes I realized that my shipping address on my account was not my new address as I just moved in June. I immediately contacted them to ask that they change my shipping address and was told that they could not do that. I asked if they could cancel the order ... no. The only option was for me to wait until it shipped and then contact them to see if they could reroute the package with that carrier. WHAT? Really??? I have ordered from hundreds of different retailers and have even had another order I made recently have the same issue and changing the shipping address was simple and easy. Why does this have to be so hard with Free People? And why are you not allowed to cancel your order??? I was told that I only had 10 minutes after placing the order to contact then with changes. 10 minutes??? Really??? I e-mailed them about the issue almost that quickly. This just took it over the top for me! I am still waiting on a dress I ordered a month ago that got placed on back order and I cant even find the order no now to check the status so I pretty sure I am not getting this dress, but I cant change my shipping address within minutes of placing an order! I will NEVER order anything from this company again and I will be writing to Anthropologie, their sister company, to tell them about my experience with Free People. Their upper executives need to know that the policies that they have in place need to change!!! DO NOT ORDER FROM THIS COMPANY!
Review by Selmasmor3 years ago
I ordered a beautiful pair of boots online with Free People which I might add was the most expensive pair of boots I have ever purchased approximately $800! Once received I noticed one of the zippers on the boots was broken. I called customer service immediately and asked does the company have a quality control department and the representative assured me they did but apparently someone was not paying attention. I returned the boots for a full refund and will never purchase from this company again.
Review by Fredesvinda4 years ago
I shop alot, probably too much (If there is such a thing) and I have NEVER EVER dealt with a company like Free People. I placed an order online (exactly two weeks ago today). I checked status as to when the order would be delivered and the order was listed as "back order". FP didn't contact me at all and, when I went to the site, they had the item in stock in my size ( the item is now out of stock and they will not be restocking it). I emailed FP and requested they fill the order or just cancel it, NOTHING. I waited a few days NOTHING. I emailed again, still pretty patient, NADA. I know they received my emails because I sent one asking a product question and they responded immediately. I finally got fed up and emailed the corporate office, I kept an even tone, and detailed how good a customer I was and just wanted the order canceled. NOTHING and this was the corporate office. I have resolved MANY customer service issues and am pretty patient and diplomatic. I wish I could tell you the issue has been resolved or there were details that I perhaps left out NO and NO. Free People still has my money and my order is still listed as "back order". JUST DON"T BOTHER ordering from the over-priced retail establishment known as Free People because they have no respect for their customers. This has consumed so much of my time that I just don't feel like dealing with it anymore. Has anyone found an effective way to deal with Free People?
Review by Rubandagar4 years ago
http://www.freepeople.com/ Wonderful clothes, true to size, quality....however MOST IMPORTANT SUPERIOR Customer Service..... Isn't that what is really is all about???
Don't waste your time with imitations trying to duplicate and not emulate---
LOVE LOVE LOVE this product.
Review by BostonLearner4 years ago
This is the most terrible customer-unfriendly company I have ever shopped with. I've ordered from Freepeople on over 1000 USD. For a missing item in the package I had to pay custom and taxes which I can't get back now from the custom and Freepeople is just being customer unfriendly and not helpful at all. The don't reply on email for ever and just answering with standard emails. Shortly, I'm just ignored and they don't want to help for a mistake they did. So in the end I paid taxes for an item Freepeople never had sent.
On another order, the package never arrived so I had to check back with them. I was told that the item I've already paid 250 USD was lost.
I will never ever order from this unfriendly store again. I also realize which incredible margins they put on their products which is ridicilous and makes them to unlikeable to me.
Highly NOT recommendable.
Review by Jerico4 years ago
Order was placed and paid for twice. Order was cancelled TWICE bc they said they were "unable to locate it".
TERRIBLE CUSTOMER SERVICE. WILL NEVER SHOP HERE AGAIN.
Review by Bhaktiram4 years ago
I ordered a top and it was too big. Sent it back as an exchange for a smaller size and they processed it as a return so I got charged for shipping which should have been free. Reordered and they shipped the wrong item. i spoke to a rep who assured me that this time they would exchange it for the correct item. They once again processed it as a return. Great clothes but terrible customer service. Not sure I'd order from them again
Review by Myree Elhardoul4 years ago
I ordered a few items online. The boots I ordered were way too small and the jewelry was not the color I chose. I returned them. It took almost two months for me to finally get a refund and the only reason why I got my well deserved refund is because I filed a dispute through PayPal. I contacted Free People customer service before I did this and was told that I had already been issued a refund. It was false. Terrible customer service. Refused to listen to all of my facts. Had no sense of empathy at all. They threatened to not issue my refund until I closed my case with PayPal. Very stressful experience. Never shopping at Free People again.
Review by Deetje4 years ago
Worst Online Shopping Experience Yet!
I would not recommend ordering bags online. Free People sends customers used and defected products with no label. I was told that I cannot return in store and must ship back. This is due to the fact that they do not have labels for the used products that they send.
Review by Dambrova Hamidon5 years ago
The absolute worst website I have ever bought anything from! Regret making an order, here the service is terrible! 5 days after making my order it still has not shipped! They refuse to issue me a refund yet won't ship my order. Basically have stolen my money! I'm a frequent online shopper & have never come across such terrible customer service! Avoid this website it's ridiculous!
Review by Insta5 years ago
I am DONE with freepeople.com. It is June 23, 2015 and they are still processing returns from THE END OF MAY?!!!!!! My return was delivered there on June 9th and it has STILL NOT BEEN PROCESSED FOR MY REFUND! This is absolutely ABSURD! The Customer Service associate was nice, but the continuing excuse that our department is behind is OLD. Returns SHOULD NOT take 4-8 weeks to process...it is 2015! Most companies process returns in at LEAST 1 week. This is the SECOND time this has happened and I vowed the first time that I would never shop with them again...MY MISTAKE! Oh, and let me not leave out that you cannot cancel an order (even if you LITERALLY call 3 minutes after the order is placed) because they will say that it is being packaged. REALLY??!! Who do you think you're fooling? I'm positive that THREE MINUTES after I've placed an order that it is NOT being packaged to ship ESPECIALLY when it DOES NOT ship out for AT LEAST another FIVE days. Freepeople.com you are FULL OF IT! I hope that NOBODY EVER orders from you again because I SURELY WONT!
Review by Orges5 years ago
This was my first time buying something from the free people website I have shopped in stores for many years now and it's my favorite place to buy my clothes....I was looking for cute pair of shoes so I placed an ordered for the minimal lace up heels on May 21st I relieverd a package on that Sunday but it ended up being the wrong shoes..I called the number and they told me they would do the 2 day shipping I would recieve the right shoes...it is now June 1st and I still haven't recieved the right shoes I'm very very unhappy with free people online service I will never being shopping online from them again that's for sure
Review by Gruss5 years ago
I've placed dozens and dozens of order from FP to Canada, and although not everything is perfect, nothing is bad forever. They are a company made up of very helpful folks, and if there's a quality or shipping issue, they work quickly and efficiently to resolve it, and will often throw in a discount code for your next order to sweeten the experience. Love FP AAF.
Review by Woohyuk Buëiz5 years ago
I have ordered my trousers in January.....we are mid February and my parcel is not here. Free People cannot help because it is EU and they don't know anything about it as it is out of their hands...and delivery company said i should ask Free People! So...parcel gone missing! Absolutely unprofessional! Such a dissapointment! Disguisting! I have asked them to resend my trousers....maybe one day i will have it!
Review by SailorPeach Deledda5 years ago
For international buyers ,i wouldnt recommend to buy from freepeople.com ,they are shipping the dress after 7 days you ordered it and they are working with a shipping company which their best speed of delivery time is 20 days so if you are an international buyer and have 30 days wait time for a dress its not a big deal . Before i order i checked the international shipping time information at their website which claims 4-7 days for delivery but dont believe that misleading information and Beware the dog!
Review by Cantin5 years ago
I ordered the JC Joe Lace Up Boots in June, and received 2 left boots. My replacement pair still has not shipped. This is the worst company to order from online. I have been told at least twice my boots would ship Monday. I guess my bad for not asking which Monday. Today I was told they will ship in 48 business hours, so I guess maybe next Monday they should ship. Hopefully I gut a left and a right this time since free people will only do a quality check AFTER they make a mistake. The girl today assured me this is normal. Really. You NORMALLY treat your paying customers this way. I've actually had time to win an auction on eBay and received that item along with a router from New Egg. Truly disgusted with this companies terrible service.
**UPDATE**Since I last posted this I have had nothing but the best from Free People. They offered a generous gift card for my inconvenience with my boot order. I have had a couple issues with the quality of items, and within a day they have contacted me to offer a refund, exchange, or discount to the original purchase. Their shipping times have been much better as well. Their free shipping never takes more than a week from when I place the order with them. I don't know if it was bad luck that one time, but they have been just great since,
Review by Catocat5 years ago
beautiful clothing, but if i order more than one item they'll separate the items into different packaging? this is a huge problem for me considering they always forget to send out the rest of the items. i just recently ordered two items, but only received one of them. the item that i really want and what was the actual expensive item has not came yet and it's been two weeks. it's happened before that i have to email or call to see what's going on with my packages. i've learned my lesson. i won't order more than one item at a time...
Review by Narcisso Sherrat6 years ago
Free People Clothing Boutique - The Official Site for Free People Apparel, Accessories and Shoes.
Review by JosephBulford6 years ago
This site has the worst customer service that I have ever experienced. It is impossible to get anything resolved, and I have made numerous attempts and spoken with several people. I don't trust them. I made a purchase and both items were damaged. I packaged them together and mailed them back the day after I spoke to a customer service representative who sent replacement items to me. One month later I'm issued two chargebacks with them claiming I never returned the original damaged items! I was called a liar and told to just return the merchandise. The problem was they were unable to track the package for which I used the smart label. I was able to track the package and told them that they did indeed receive the merchandise. Now they are questioning what I actually put in the package...are you kidding me? I think this company is fraudulent, bad business practice trying to stiff customers to increase their revenue. Buyer beware, please take your business elsewhere.
Review by Lysh6 years ago
They have cool stuff occasionally -- but shop in person, not online. The online photos are often not of the correct products and "coincidentally" the photo is always of something much prettier and higher quality... It's incredibly frustrating to keep sending stuff back over and over again when this could be easily remedied by Free People just using a picture of the actual product, not photoshopped, and in normal lighting like every other online store. I've stopped buying from them for this reason.
Review by Rainjer6 years ago
Just like what another reviewer said, this website it ADDICTIVE. Incredible selection of clothes, jewelry, and shoes. My bank actually stopped my credit card for "irregular usage", but that's only because I ordered a LOT of clothes from Free People almost every 2 days!
Cool thing about this company: They have an iPhone app. Not sure if I like that or not... Easier access to awesome shopping vs. spending all that money.
Well, I'm a girl, and they have the BEST stuff online. The packaging they send the clothes in is very nice (pink paper macho), and this other strange thing I noticed on one item (not that I'm complaining)... It has an amazing scent. Kind of flowery and freshly cut grass. Also, about shipping, I love how this website ships internationally. Not many websites do that.
Shipping time: Not bad, but I think there's room for improvement. Then again, I have to keep in mind that they are shipping to me across continents, so it's okay.
Downside: I have large fingers (size 7.5 to 8) and I'm yet to find a ring on the website that I can actually wear. They have really pretty rings, so I do hope they consider providing a greater range of sizes on accessories.
As for the products, I like how they have new items every single time I check out the website. It's really fun to check it every day.
All in all, I guess you can say it's a legit company with great products. But as I warned in the first line, HIGHLY ADDICTIVE!
Enjoy shopping :)
Review by JoyceSchellman7 years ago
This site is so fabulous! I love all their clothes. It is my favorite place to shop. It might be a little too addictive, because there stuff is just so amazing. All their clothes are super cute and unique. Most stores sell the same boring crap. Looking through the clothes on this site is like visiting an art museum/ runway show. Love it!
They also have stores all over the place, so you know that it isn't a scam. I don’t trust just any website. It is a lot more fun searching online for clothes, and their selection is better than going to the store.