Reviews 2.6
780 total
Sarah K
1 reviews FR
The Worst Online Shopping Experience Ever
I already wrote a review about my experience ordering from Free People regarding an order I placed on July 9th. Again, if I could give zero stars, I would. My order was supposed to be delievered on July 16th according to the tracking, but it wasn't and I had no news about where the package was. I tried to get in touch with customer service, to no avail. After my first Trustpilot review, Free People ''customer service'' got in touch with me directly by email, but they were of absolutely no help whatsoever, suggesting merely that I get in touch with the courier myself without specifying who the courier was, or their contact information... As you can imagine, there are multiple options for couriers in France, and I had no indication where to start. After much wasted time, a lot of stress, and multiple unanswered emails from Free People, I finally found out on my own who I needed to contact after going in person to the post office locally after taking time off work to do so. The lack of customer service from this company is beyond appalling. Avoid buying anything from Free People at all costs, you will only have stress and sleuthing for your missing order. There are so many other companies with cute clothes and accessories, etc, avoid the headache of Free People altogether. Definitely avoid giving them your money. (Of note, I'm now awaiting a refund on the money they debited from my account on July 15th for the order I never received, and that I requested 'return to sender' since I'm leaving on holiday...) This was beyond the worst online shopping experience I've ever had, and I've been doing most of my shopping online for decades. It was the first and very last time I order anything from Free People, and I advise you to not bother with a first time, save yourself the hassle.
Date of experience: July 26, 2019
Chantal Socha
1 reviews US
overpriced for BAD quality
overpriced for BAD quality. I bought a dress there recently and after wearing it only once, it is already fraying.
Date of experience: July 27, 2019
Crying Girl
1 reviews US
I love Free People
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!
Date of experience: July 27, 2019
Laura Smith
1 reviews US
The WORST brand
The WORST brand. I placed an order on July 16. On that day, Free People was offering free express shipping. During checkout, I selected express shipping and was told that my order would arrive by July 19. It is now July 30, and I still have not received my package. I have contacted customer service via their live chat option multiple times and they have done nothing. I am beyond furious with Free People and will NEVER be shopping with them again. Absolute scam of a company. Do NOT waste your money on something you will probably never receive.
Date of experience: July 30, 2019
Allison
1 reviews US
Will Never Order Again
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!
Date of experience: August 01, 2019
Bríd
1 reviews IE
My package ordered in May is missing
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.
Date of experience: August 07, 2019
Virág Pintér
1 reviews HU
If you're living in Europe be aware ordering from here!
I've ordered a dress on 4th of July for 251 USD, which I've never received. I could only contact them on the application chat. Not a joke, their chat is horrible if you're trying from a computer. They didn't respond to my mails, only when I was talking about refund. I'm only giving 2 stars because I've got my money back (thanks for my bank) within 2 weeks following my complaint. I'm shocked how bad their international shipping is, wish I had read the reviews before I purchase my dream dress.
Date of experience: August 09, 2019
Talia
1 reviews NZ
Terrible customer service & lack of communication when I was sent incorrect product
I was sent the incorrect size of some shoes I ordered and found it a major struggle to get ahold of the customer service team. It took about a week for them to respond and I was then told I would be entitled to a refund for shipping costs to return the product and that they would exchange the shoes for the correct size. After dealing with numerous customer service representatives, they keep ignoring my enquiries of getting my refund for the shipping costs. Keep in mind that I am an international customer so it cost me $40NZD to get the shoes back to them. Still waiting on a response from them which doesn’t ignore my request for a shipping cost refund and they’ve only just now told me that they’re unable to send the correct size out to me. The entire process has been a major screw around and the communication and lack of service has been really awful and annoying. Would not recommend and will not be shopping with Free People again.
Date of experience: August 11, 2019
Liz
1 reviews GB
Very poor customer service and stressful experience all around!
I made a couple of purchases and both times the refund of the returns took for ever! I called customer services and apart from the fact that they are rude and impatient they don’t even have any information about your parcel in Europe. They actually tell you they can’t see anything about your return if you’re in the UK until it’s processed. Because it was a considerable amount of money I returned the last parcel registered and signed for and I only got a refund 2 weeks after they’d received it after I called/emailed various times the last time threatening to contact paypal. Very stressful and don’t want to go through that again so will not be buying from them again. PS I also wanted to say that I agree with many previous reviewers - their clothes may be pretty but poor quality, that's why I returned many back. PPS And WHAT IS THE £4.93 THEY CHARGE FOR "Smart Label Fee" FOR EVERY RETURN? I THOUGHT RETURNS WERE FREE? 🤬
Date of experience: August 13, 2019
Lorraine
1 reviews GB
Appalling returns policy
Appalling returns policy - apparantely Ive been told it can take up to two to three (yes three!!) weeks to process a refund. Joke! Will not order anything from FreePeople ever again!
Date of experience: August 19, 2019
Jane
1 reviews FR
Item never delivered or received and no return
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
Date of experience: August 20, 2019
Jaclyn Babiak
1 reviews US
Awful
Awful. I ordered boots and was home all day the day they were “delivered”, when I called costumer service they said they were delivered and there was nothing they could do. Now I’m out $100, they wouldn’t call the delivery service they use and told me to instead file a police report. I will never order from free people again, or a site that delivers its laser ship.
Date of experience: August 20, 2019
Emma
1 reviews US
I’ve shopped at free People for YEARS and it’s become AWFUL lately
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.
Date of experience: August 23, 2019
Cait
1 reviews US
I tried to place an order...
I tried to place an order with FP last week in the evening. I selected for Afterpay and entered my billing and shipping information, which are 2 different addresses (and triple checked for accuracy before placing the order). When I woke up the next morning I was told my order had been canceled because they "were unable to reach you to validate your account information." I had no idea what this meant and there was no explanation in the email of what had gone wrong, just an email for the cancelation and the money back in my account. I finally called their customer service line and the lady told me that the billing zip code was incorrect (the shipping zip had been put there instead which is not the zip on my card) and that in order to have it fixed she would have someone from another department contact me within 24-48 hours to correct it. Being as ADD as I am, I just assumed they were right and I had switched the addresses. I never received any contact from another department or anyone else from FP, so I went to place another hopeful order today, and TRIPLE and QUADRUPLE checked my account billing and shipping addresses were correct, and the SAME THING HAPPENED BOTH TIMES. The website shows the correct addresses while my order confirmation email shows the incorrect billing address. Now AfterPay is not letting me use their services and I am missing out on opportunities for free shipping because of something out of my control. And I keep being directed to the customer service line when all they do is tell me some imaginary person is going to fix this. Terrrrrible customer service and clearly not a very user friendly or accurate site.
Date of experience: August 28, 2019
Maria Garcia
1 reviews US
HORRIBLE
HORRIBLE! I purchased an e-gift card which when purchasing indicates gift card will emailed within the hour. I purchased same at 11am and it was 4pm and still no e-gift card. In the interim, I placed threeee calls to customer service and they were not helpful at all and essentially said I just had to wait or cancel so I cancelled. The following day I receive an email thanking me for my order and provided a toll free number to call in to verify my account information??! I call in and the rep apologized and re-sent the e-gift card. This was at the end of July. Today, my boss (giftee) tried to use the card and the account indicated NO FUNDS !! I called and customer service confirms the card had not been used and appears active in their system but I now have to wait for the Financial Correction team to get back to me because apparently there was an error on their part and the card was not replenished properly. However, they absolutely had NO ISSUE charging my credit card. I will never ever purchase from FP again.
Date of experience: September 04, 2019
Kara Kalish
1 reviews US
Fantastic Items and a Fantastic Store
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.
Date of experience: September 10, 2019
Mrs Walter
1 reviews GB
Do Not Shop Here
OMG, I bought a dress, small was not "small", called to advise and return. I received an email with a return slip, filled it out, placed on envelope,"NEVER WORE THE DRESS IT DID NOT FIT." Got refund less $14.40. So angry, that was not the postage or the tax, just a rip off. I will never and I hope you to do not buy anything from this company. Not so worldly "friendly" that is for sure. Just another big rip off organisation. I want my money back. Karma will come your way.
Date of experience: September 12, 2019
Annemarie Sarangi
1 reviews GB
I can’t understand how this company gets away with it
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
Date of experience: September 13, 2019
Linda
1 reviews NL
I an DONE with Free People
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
Date of experience: September 16, 2019
Melanie
1 reviews GB
Love the clothes on the site but so…
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!!!!!
Date of experience: September 17, 2019
Contact
About
Free People Clothing Boutique - Official Site for Free People Apparel, Accessories and Shoes