Their clothes are great, but I will never order from them again. The first order we placed somehow got shipped to China (we are in Kansas) and it took me following up to find out why and never did get the jeans. Tried to order another time and paid for overnight next day delivery on 3.5 for 3.6 delivery and just got done talking to them, because once again I followed up they did not reach out, and they said we should receive it 3.9. I am pretty sure that is not overnight!!!! For the price, you would think the service would be accurate. Lesson learned - never again.
Review by Anbuchezhian5 months ago
I ordered the riley chain belt bag and got it in the mail a day early than they said. This was shipped to Canada, great. I previously read reviews and saw a lot of bad ones and started regretting my decision but i needed this for my vacation so I just took a chance. Once I got it and opened the bag there were 2 stains that looked like someone spilled some tomato sauce on the zipper part... i could scratch that off like ughhh... whatever i still need this i dont have time to return it. THEN i realize there were there 2 dark marks along the top of the bag on the suede which DO NOT COME OFF. This bag is white and these marks are dark grey. But I have no time to return it, i need this for my trip. On the website the bag looked more chic than it is, i got it and it looks cheap like I I could've gotten something better at Ardene or Michael's.... Needless to say, not gonna order from them again.
Review by BPfromTO8 months ago
While I'm a huge fan of their apparel, I'm not at all crazy about their shipping service. I order from Europe and although they have a site in UK, all other European countries are served directly from USA (which also means extra taxes and customs). I ordered something on 15th August, and today, on 3rd September, the order has managed to get as far as New York. Whereas when I order from Revolve, which is also an American site, I receive my items in less than a week. Luckily, I haven't had any complaints so far and thus no need to deal with their customer service which, as I can see from the reviews, can be a nightmare.
Review by Principle Maryamchik10 months ago
Returned a dress that looked TERRIBLE (in my opinion) in person! Returned dress immediately and proved mailing and tracking and date of Free People's receipt of returned item. I have documentary proof of delivery back to Free People. Was told by one agent that their policy is to credit account within three weeks after return.Took several calls to some uninformed and rude customer service staff to get money refunded after several days. Very bad experience. Usually love their clothes and was a good, repeat customer. But at this time, I am so angry and disappointed at the way I was treated by their representatives, I seriously doubt I will order again from them! Would rather buy in person in a store because I usually love the brand.
Review by Cavner1 year ago
I never leave bad reviews but this is the worst customer service i've ever recieved.
Tried to cancel the order only an hr or 2 later because I did not realise that it was in US not AUD. You could say my mistake but it was very unclear on the website.
They stated that my order was not posted but could not be cancelled (both over phone and on chat) but could not give a reason why not. I told them I was going to return the dress anyway so whats the point of sending it to me. Both the chat and person over phone were rude and seemed to give no fks. Will not be ordering from here again ever.
Review by Padungsak Cribelar1 year ago
I received my order a month later than the expected timeframe and customer service has been negligent to my inquiries through both phone and email regarding the late shipment. The clothes itself are of decent quality but not worth the cost, hassle, or wait time.
Review by Bafford3 years ago
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 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
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30 Industrial Park Blvd.