Reviews 2.6
780 total
Patricia Tsouros
1 reviews IE
Abuse of Trust
I ordered 3 items - 2 arrived separately and on different days. The site did not inform me that I would have to pay customs duty. I am still waiting for the third item, a top which was the most expensive of the purchase. The website chat customer representative was dismissive of my complaint, unhelpful and indifferent to resolving the problem, that now after 20 days my item is still not delivered. On there website they offer delivery within 10 days, absolutely bull. I was basically informed it’s not there problem my item is somewhere in the universe and not delivered to me. Awful service, and total indifference to customers money , no respect or care for my money or for that matter yours, I will pursue this legally if I don’t get proper service and my item. Free People have abused my trust. Never, Never again.
Date of experience: November 20, 2019
nur
1 reviews GB
I wanted to buy a pair of palermo…
I wanted to buy a pair of palermo Jeffrey Campbel sandals. I am living in the UK. It was priced at $ 168. When I have checked in as a UK customer without converting the amount the site said it was £168 which is equivalent of $216. Unbelievable!!!!! It is sad too. Plus still, I have to pay for shipping. I hope they will realise the mistake and correct this mistake.
Date of experience: November 25, 2019
Jillian Luft
1 reviews US
Would give 0 zero stars if that was an…
Would give 0 zero stars if that was an option. Package marked as delivered by Lasership and never delivered. I was home all day the day they said it was delivered. My doorbell never rang. There was no evidence of the package. Customer service told me to wait two days to see if it shows up. It did not. I took off from work to stay home. Then I was told they filed a lost claim and I had to wait 72 hours. So after 72 hours, I follow up today and am told to wait another 72 hours. Then just now I receive an email saying they won't file the lost claim because the courier says they delivered the item. Their response is to file a police report and work this out with my credit card company. Essentially, they've stolen 88 dollars from me and I have nothing in return. As a company, it is their responsibility to either refund my money or provide the item. They've opted to do neither and what's especially abhorrent is NOT ONE customer service representative that I've spoken to has apologized for the situation. I would understand if this was a common occurrence where I notify them that my item has not been delivered. This is the first time and they've opted to take the word of the courier over their customer. It's incredibly unprofessional. Highly disappointing. I've never had this type of customer service experience with ANY company. I strongly encourage anyone considering shopping online at Free People to take their money elsewhere. I've had much better customer service with numerous other clothing outlets: Zara, Nasty Gal, to name a few.
Date of experience: November 25, 2019
leslie lawson
1 reviews US
Would not cancel order after just hours…
Would not cancel order after just hours after ordering, very rude
Date of experience: November 26, 2019
Alex Silver
1 reviews US
They have sent me clothes twice with…
They have sent me clothes twice with stains or blood stains on the clothes. Very I unexceptionable! I then call customer service and the customer service is not friendly at all. They immediately have bad attitudes and aren’t helpful at all. For as much as they expect customers pay for their clothes I should not receive clothes in that type of condition and especially deal with unfriendly customer service.
Date of experience: November 26, 2019
Judith Bullock
1 reviews US
Free People cancelled my online order…
Free People cancelled my online order twice without reason. When I called after the first cancellation, my favorite item was no longer available, plus I wouldn't have received the items in time for my event. They told me I had to get some auth code from my bank (where I'd need to reach a real person - very hard) and call them back, a big run around. Sheesh. I will just order from Amazon.
Date of experience: November 27, 2019
Lisa m
1 reviews US
Review update
I’d had to wait a while to get reimbursed for a lost purchase. However, Free People reached out to me to correct the situation and even gave me a coupon code. I appreciated the effort in resolving the issue.
Date of experience: November 29, 2019
R A
1 reviews US
Bad customer service
Bad customer service and in-store experience. Gave them 3 chances to prove me wrong. Each time I visited the store in Huntington Beach, CA, not one employee acknowledge me or asked me if I had any questions or needed help. Returned a few items and the employee didn’t say a word to me. Upon completing the return, I thanked the employee and she turned around with this smirked on her face. I said it again and she looked at me with bulging eyes. So much so that another customer caught me outside the store and commented on the employee’s rudeness and interaction or lack there of.
Date of experience: December 01, 2019
Natalya Blok
1 reviews RU
SCAMMERS!!
SCAMMERS!!! SCAMMERS!!! THE WORST STORE!!! My order FP01796687 in the amount of $88.50 dated November 23 2019 was canceled directly by the store but I was charged money. After 3 days I was told that the money will be refund in 5 days. After 7 days I was told that the money will be refund in 24-48 hours. Today 4.12.2019 I was told to wait another 3 business days. As a result, it has been 11 days, and the money is still not refund. And customer service only promises. I have no confidence that I’ll get my money back.
Date of experience: December 04, 2019
Susan Perini-Wagoner
1 reviews US
I used to be the biggest FP. Executives please read.
I used to be the biggest ever Free People fan, but no mas. All of that changed this year. I am sad. First of all, if you want to target all sizes, I am ALL for it! However, you are doing this under the guise of normal sizing, at the risk of losing loyal customers who are a true size 0-8. Or xs-l. One size fits us never! And your xs with a 55 inch bust. Seriously!? Then, your prices go up while losing quality. It saddens me to write this review, but I hope Somebody reads it and makes changes, as your unique cuts had me coveting your clothing for a decade. Adjust your quality, prices, and sizing, and I will be back. Until then Nordstrom’s, LuLulemon, and Rag and Bone now have my business...
Date of experience: December 05, 2019
Evelien van Beugen
1 reviews NL
Does not respond to mails. Does not refund return costs while they should according to European Consumer Laws.
I tried to return my order via the return portal, but it is not working. I mailed FP about this 4 times in 2 weeks and get the same response every time: an apology and a link to the same damn portal. I had to return my package on my own costs because of this, as it would not arrive on time (within the 30 days to return). Also according to European Consumer Laws I should not have to pay to return my order as I am returning my whole order, and they dismissed this! They do no handle according to the law. I really do not recommend this company, especially if you’re from Europe (or like me from the Netherlands). The returning costs were €25! Luckily I payed with PayPal, so I’ll see if they will refund the returning costs. Now I am just hoping they will refund my money back on time as I placed an order of €183. Ridiculous company.
Date of experience: December 05, 2019
t
1 reviews GB
So disappointed
So disappointed! Ordered a dress half its original price during black friday sale however ordered a size too small. I then went to the store in London and they called customer service in the US who told them that I had to order the dress again but now back in its original price and couldn't guarantee that they are going to reimburse me the difference in price. Horrible customer service even to their UK employees.
Date of experience: December 06, 2019
Erika Kay
1 reviews US
OMG could not have had a worse…
OMG could not have had a worse experience with customer service. This is absolutely absurd! It took me 2 days to get a hold of someone to attempt to change the size on the item I ordered before it shipped out or cancel the order altogether so that I couln'td place a new order in time for my vacation (I should add that I spent $20 to have this item rush shipped overnight). FINALLY got a hold of someone in customer service a day later who was able to assist me with exchanging the item. I thought my issue had finally been solved when I realized that my item had been exchanged for the wrong color - fantastic. I called back and got someone after waiting on hold for about 35 minutes who told me that nothing could be done. I then tried to cancel both ordered, since at this point I will purchase NOTHING from Free People and I was told that I'd have to wait for both items to arrive and then return them. I'm out a sweater, 2 hours of my life waiting on hold that I'll never get back, and the cost of rush shipping. Absolute nightmare.
Date of experience: December 09, 2019
Jess
1 reviews GB
Avoid!
This is the first review I’ve ever written because it’s the worst customer service experience ever and I feel compelled to write to warn others. I ordered a hair clip which arrived broken. I emailed to find out how to exchange. It took a week for a response which basically said I had two options - refund or exchange - but didn’t explain the process for either. I emailed back to say I wanted to exchange and could they advise where to send item and if there was a replacement item in stock. 10 days later, still waiting for a reply. I’ve chased a couple of times and tried to call, but to no avail. AVOID!
Date of experience: December 10, 2019
Alexis L
1 reviews US
Bad customer service, even worse delivery partners
I have never had an issue with Free People until now. It seems that every order I place gets stuck at the same Lasership warehouse. They update the tracking to “delayed, will be delivered on the next business day”, but the package is never actually delivered. It takes free people customer service too long to respond to my delivery concerns and even longer to issue a refund. After one instance they blocked my account and have not offered an explanation why (even though I was assured that I’d have an explanation within 72 business hours..) Now they’re giving me the same runaround with another missing package.
Date of experience: December 13, 2019
dada
1 reviews US
Very disappointed
Very disappointed I really like free people clothes but the online service is awful. I am very disappointed because I made an order twice and both times they canceled my order because the item I ordered was sold out. I don't understand why the item if it's no longer available is still on the website. I will never order anything from a website again. It's better to buy something in the store than have this kind of devastation because I thought the item was coming and after 5 days they sent me an email that the item has been sold out.Not once, but twice. I can not believe it! Very bad service for such expensive website.
Date of experience: December 13, 2019
Katrina Burton
1 reviews US
Unbelievable
Unbelievable! Cancelled my order for some odd reason. Trying to call, well that's not went well I have to wait 45 minutes to ask very simple questions. WHAT KIND OF ONLINE STORE IS THIS! if you cannot handle online retail then don't have one. You guys just wasting everyone's time.
Date of experience: December 14, 2019
Katarzyna Sikorska
1 reviews PL
It's the worst shop online!
It's the worst shop online I ever buy. I ordered shoes and they send me the wrong one. I paid from my money for the resending (It wasn't my mistake). I wrote to customer service, suprisingly I got fast answear and the shoes were fast send back. What a suprise when I opend resend package,they packed the same wrong shoes again! It's not a mistake it's simple ignorance! They get me refound but not for the package! I lost 47$ for resending. It' so lame I must pay for companys employee mistakes. Never ecer again !
Date of experience: December 15, 2019
Jen Smith
1 reviews CA
28 days later, my order still not shipped...
I placed an order with Free People 28 days ago, and it still has not shipped. The Free People customer service person states this time frame is "not long at all" to have to wait for it to ship, and that I should continue to wait.
Date of experience: December 16, 2019
Kels
1 reviews US
SO UPSET
Waited forever to chat with someone Online... She rudely hung up on me, and then I waited 45 mins to speak on the phone to someone! It was regarding an item that came super late, and then came with a sensor on it. I was not upset until I asked for a refund, the lady said yes, and then said “you’re gonna have to return the shirt”. I was like um you just said yes to a refund for all the inconvenience! They have a company policy that they do not give refunds unless you send the shirt back. So now I have to drive to mail this shirt that I would like to keep, but want some kind of store credit for. Or I can take a hammer to that sensor and rip the shirt I Spent 50 bucks on. RIDICULOUS
Date of experience: December 17, 2019
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