Reviews 2.6
780 total
customer-Christina
1 reviews US
HORRIBLE customer service policies
HORRIBLE customer service policies. Free People sent me the wrong size dress. I chatted with their customer service and they said they would send a new dress. Right as we were ending our conversation, I was told I had to send the wrong size back. I do not have the ability to do that at the moment as I will be out of town. They said if I do not send the wrong size back, they will do a charge back on my credit card. I told them to cancel the order, but they stated they couldn't. I called again and the cs rep assured me that she could cancel the new order and that she was successful. Cue the next day when I get a notification that my new order shipped out and I was responsible for sending the wrong order back within 7 days. I called a customer service rep AGAIN and explained the situation. She said she couldn't do anything and I was out of luck. This was not my mistake! And I have to now jump through hoops to correct it. I have been a faithful customer to Free People for some time now, but now they have lost me. I know, big whoop. However, I do spend a ton of money with them and I am sad that they did not rectify the situation.
Date of experience: May 14, 2023
AJ Burnett
1 reviews US
Ordered an L and sent it back online…
Ordered an L and sent it back online with their exchange policy for a M. They had it for 3 weeks and said we will refund you and wont tell me why. So i looked online and they are out of M because they took 25 days. This is my 2nd order from them and they keep dropping the ball. STAY AWAY!!!!
Date of experience: April 18, 2023
Alex
1 reviews GB
Order never dispatched
Placed an order on the 29th of April. Two weeks later it hadn’t been dispatched. No customer services email to contact - 25 minutes waiting on the phone to speak to someone. When I finally did she said that the order had been placed on hold but she didn’t have info about why. She tried to give me a different number to call. I declined, as I had already spent the whole of my lunch break trying to sort the matter out. Asked for the order to be cancelled instead. Big waste of time.
Date of experience: May 15, 2023
Hannah Smith
1 reviews GB
They don't refund you
They don't refund you. Do not buy!! Terrible company, give me my money back you scammers! Down £160
Date of experience: May 12, 2023
rebecca hall
1 reviews GB
Quick return and money back
Ordered a dress in the UK, came within 3 days, was too large so sent it back with the prepaid label, tracked it and got my money back. All within a week. I was very sceptical after reading all these reviews but the service was great. Lovely dress too but just not right.
Date of experience: May 19, 2023
Julie Duke
1 reviews US
Orders not shipped on time if at all
Orders not shipped on time if at all. Customer service agent was just level 1 and unable to answer basic questions. They are now having "a backend team" contact me in 1-3 days more. I just stopped buying directly from them. Badly run company
Date of experience: May 20, 2023
J Anderson
1 reviews GB
Don't bother. Overpriced and appalling service
Bought a Bright White Georgia Tunic. 2-3 days shipping to the UK. Rubbish. It took 9 days. When it arrived, it was cream. Doesn't match any of the stuff I bought to go with it. Got straight onto customer services, who promised faithfully to send the right colour out straight away in time for my holiday. Did they? NO. I leave in two days, no tunic. Couldn't even process a re order in time. This is the second time free people have let me down badly on an expensive order. Dispatch service? Sloppy and untruthful. Customer services LIE. In my experience, they are happy to take your cash and squat on it for as long as you'll let them, while promising overpriced goods which simply don't match the listing, or don't turn up at all. Free People is giving those shady Chinese companies a run for their money now.
Date of experience: May 26, 2023
Lucy Murray
1 reviews GB
Avoid this company!
Avoid this company! I put an order in on 10 May for express delivery and it still has not arrived. I have contacted the customer service team four times, they keep saying to wait a few more days and then stop the chat and don't reply. Will definitely not buy off this company again.
Date of experience: May 30, 2023
Sophy Holden
1 reviews GB
Customer of many years who has now had enough!
I have ordered from free people for years now because I love their boho styles. I am well aware that a lot of their clothes are badly made and not worth a fraction of the price, but then some are fantastic and I have literally lived in them. Clothes are however often a different colour from what is pictured, or look nothing like their pictures, so all in all it’s pretty hit and miss, but for me it’s been worth it when I find something well made that looks great. What has helped is that I have always had free postage to the uk as I subscribe to them and orders have been delivered quickly, returns easy and the day they are scanned by collect + I would get a message saying my refund has been issued, so money back in my account within 3 days. However this year I don’t know what’s happened. Free postage is gone, I’m now being charged £7 postage each order. After the money for an order has debited my bank account a ghost transaction for the same amount now stays in my pending folder for up to a week, free people’s holding charge apparently, which means I have no access to that money until it disappears despite having already paid. I have had to call the bank twice to have the charge removed and get access back to my own money. Returns are no longer processed as soon as they are scanned by the courier, I hear nothing for a couple of weeks even though Free People have had the return for a lot longer, so they now hang onto your money for an unnecessarily long time. My last order was the final straw though, the wrong item was sent and I was told I would have to photograph the item and submit the image whilst on the phone! I will not be ordering again. It’s not worth the hassle. You have lost this customer and I expect more will follow! Such a shame!
Date of experience: May 26, 2023
Fiona Marlow
1 reviews GB
Sort yourself out Free People! 😠
I recently visited one of the London stores and found a few things I liked and customer service was great. As I was going out for dinner I decided to shop online instead of carrying shopping bags. Good grief, what a terrible experience. For the price tag I thought this would be a relatively good website and delivery service. How wrong can you be. Despite paying express delivery, the order took 8 days to arrive. I rang customer service and they apologised and gave me free delivery for next time. I was hesitant (the order when I did receive it was packed worse than second hand items I've bought from eBay and returning goods is appalling too btw) Anyway, I have tried again, free express delivery, ordered on 25th May, just had a notification that I should receive it by end of day 5th June 😡
Date of experience: May 31, 2023
Susannah Rushden
1 reviews GB
Please take care when dealing with this company.
I had hoped writing here might resolve my issue but after reading other customer reviews I fear getting help will be highly unlikely. I first contacted Free People in April after having problems purchasing from the website. After wasting hours of my time emailing and calling, the simple problem was finally identified by the 8th agent I spoke to. That was 2 weeks ago. Despite many exhausting failed attempts to locate a manager, multiple calls and emails to the UK and the US since, my simple issue is still not resolved. I am on the board of a customer facing organisation and I really empathise with the challenging world of customer service so it is extremely rare that I complain. However, in this case, I cannot fathom how free people has made it so hard for me to purchase from them. On top of that, the service I have received when trying to resolve their error has been among the worst I have ever had. I want to clarify that the agents I have communicated with appear to have done the best they can with the tools at their disposal. Still, the internal communication & training strategies are seriously flawed. Please take care when dealing with this company. Good luck! 😉
Date of experience: April 28, 2023
Jo Grotowska-Hall
1 reviews GB
Faulty shoes - FP takes no responsibility
The sole of the item I bough (clogs) broke, literally in half (!) after just 2 times of trying it at home. Customer service rejected my claim as 'it has crossed the return timeframe'. I wrote to them 3 time referring to Consumer Act 2015 that makes it an implied term of the contract that goods be as described, of satisfactory quality and fit for purpose. The brand new shoe that brakes is not fit for purpose. Also, under the Consumer Rights Act 2015, I have right to have the item repaired or replaced and I asked them to organize for that. Unfortunately, the customer service does not acknowledge my customer rights and keeps rejecting my claim. To say I'm disappointed is not enough, as I was their customer for the last 10 years.
Date of experience: June 07, 2023
Tammy Shinn
1 reviews US
I will no longer be ordering online…
I will no longer be ordering online from them, after spending thousands over the years. They have changed their return policy and it takes forever to get your money back…in fact still waiting.
Date of experience: June 12, 2023
Maria
1 reviews GB
Really disappointed- bad customer experience
Really disappointed with the company, ordered a pair of shoes (£158)came in the wrong size,which I understood it happens, phone and requested a replacement pair, a call centre employee said that I will be contacted in an email with the details in 3 working days but nothing, called again and the person that I spoke with didn't have a clue what I was talking about and said that no replacement can be sent only a refund as I am not at home for the next 5 days I can't do it. Really bad experience I would expect better customer support from your company.
Date of experience: June 12, 2023
Kat
1 reviews US
Free People did not refund me despite receiving my order back. Confirmation of receipt was given as was a promise of refund and breakdown. Never got it.
Lost my refund and did not look into it after 3 months of of receiving my return and me constantly contacting them. Asked then why they did not refund and they said something got mixed up....3 months for an incorrect refund?? It is legally implicating to offer a customer a refund and not give it. I still have not received my refund of breakdown of my return/refund. 3 agents lied to me about providing the breakdown and refund and the rest disconnect the chat. What the heck is this? This is a joke and downright disrespect. If anyone is going through this please look into your states laws because you can sue a business for not refunding despite them writing to you that they will. Just hold onto the written promise of a refund.
Date of experience: June 14, 2023
Angel
1 reviews GB
FP sucks
Absolutely shocking delivery times and the clothes are so small, badly and cheaply made. So fed up of this company
Date of experience: June 19, 2023
sam
1 reviews GB
Appalling customer service,
I tried to make a purchase and found my account was locked - they are telling me I failed to return an item from last year 2022! Heard nothing about this apparent problem until today - no email/call I have also placed orders in the mean time which doesn't make any sense. They also tried to take payment again from my card for the failed return! which thankfully didn't get authorised!! as the 1st person I spoke to said it was £130 & the second person I spoke to today said its £25 & that they received some of the order. I rang them today as I wanted to let them know I had read their reviews & could see this had happened to other people, all sounds a bit fishy to me. She very rudely told me she had unlocked my account, Appalling customer service, in fact the worst I have come across. Shame as I did like purchasing from this company - never again
Date of experience: June 21, 2023
Claudia de Wit
1 reviews NL
Bad communication, careless acting.
Ordered 2 dresses, over €700,- in total. One of the dresses they sent me was the wrong size, the other one arrived 3 weeks later. Returned both dresses, had to pay 18 euro's. I had to mail several times because they refunded only one dress. I sent all the information (weight of the package, official form that was with the package, QR code label with track&trace, proof of arrival at FreePeople and they still wanted more information. WHAT MORE DO YOU NEED??? In the end they refunded the second dress. What a massive lot of hassle. Never again.
Date of experience: June 22, 2023
kate
1 reviews GB
Absolutely fantastic
Absolutely fantastic customer services. Received my items on time. I returned as too big. Customer services kept me fully informed always responding to my emails. Extremely helpful and polite. Also app kept me updated on progress of return. Full refund received quickly and in time frame. Will be ordering again. Thank you
Date of experience: June 26, 2023
CG
1 reviews US
RETAINING PERSONAL FINANCIAL INFORMATION?
I returned an item via mail that I had purchased on the FP site with a prepaid label provided by FP. The item was received by FP but I was not refunded. I had paid with Paypal and opened up a case and provided photos of order, return and receipt of item by FP. I was refunded by FP after the case was opened. Subsequently, when I placed another order, FP cancelled it and stated my "account" was restricted. First, I don't have an account with FP. Second, I used my credit card to pay for the order, not Paypal, and a secondary email address. It appears that my personal financial information was retained and flagged because I opened a case for a refund I was entitled to, but had not received, after the item was returned/received by FP.
Date of experience: June 27, 2023
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Free People Clothing Boutique - Official Site for Free People Apparel, Accessories and Shoes