Reviews 2.6
780 total
Nova Pnw
1 reviews US
Sadly I have to join the ranks of…
Sadly I have to join the ranks of people who only got partial refunds on returns..... and who is being gas lit by customer service. Their outsourcing is the WORST yet I have experienced. Several times they just answer Hello?? hello? like your calling a personal cell. It's time to break up with Free People as a high class brand
Date of experience: November 19, 2023
Racheal Clarke
1 reviews GB
AVOID STILL OWED MY REFUND!!
AVOID! STILL OWED MY REFUND!! The clothes are not sized correctly and are at least 2-3 sizes bigger, when you return the items they don't give you refund
Date of experience: November 01, 2023
Sheranne Wong
1 reviews SG
Horrid service
Horrid service. My account was restricted for no reason which didn't allow me to make any purchases. Customer service is useless as they kept telling me to call the order processing team, which I am not able to as I'm based in Asia. I'm sent in circles by automated replies. This has been going on for over a month now with no resolution.
Date of experience: November 24, 2023
Pip Scott
1 reviews US
DO NOT buy from Free people
I wish I had read this website before ordering. Free people have only paid half of my return. They owe me $600 and I keep getting told by customer service it is going to be processed but nothing has happened in over a month. DO NOT buy from here
Date of experience: November 28, 2023
Lauren Walton
1 reviews GB
Slow delivery, bad customer service
Slow delivery, no response from the customer care team and they don't offer exchanges according to there website!
Date of experience: November 27, 2023
Rosie
1 reviews US
If I could give Free People Online…
If I could give Free People Online customer service negative stars I would. The WORST return policy and online service I’ve ever had…and I’ve been a loyal customer for over 5 years. Drive to a store for your returns. You will get no where with anyone online .
Date of experience: December 01, 2023
Dee Cesna
1 reviews US
FRAUD ALERT
FRAUD ALERT I ordered a pair of boots that never arrived, I was given the run around for a month, your order has been delayed, you should received it any time now, and last excuse you put in the wrong address, nothing but excuses and yet no money has been returned. Do not order from this store unless you want to give away free money...
Date of experience: December 04, 2023
Sam O'Brien
1 reviews GB
Beware the cost of returns (UK)
I bought a £70.00 top in the sale from the UK and have just had to pay £25.00 to return it by tracked and insured delivery which is specified by the company. It's not strictly speaking the company's fault but I think they could better warn UK customers what they're risking if things don't fit. You can return to a UK store but as those are all in London and you may not be, you could still end up spending that much to return an item. Will be avoiding purchasing from the company again.
Date of experience: December 05, 2023
Telojo
1 reviews CA
It appears there is fraud involved and…
It appears there is fraud involved and a great lack of customer service. Items in the website that are in reality out of stock. Different answers from agents and supervisors. Nobody takes accountability of wrong information given or website inventory accuracy.
Date of experience: December 05, 2023
Jane Althorp
1 reviews GB
A gorgeous top and I love it…
Just bought a gorgeous top, it has arrived and I love it ! A little pricey but very unique, and it is worth a little extra. Cannot wait to wear this ! Check them out
Date of experience: December 05, 2023
NN
1 reviews US
Customer service is pretty horrendous
Customer service is pretty horrendous, and the customer service supervisor, Chloe sounds like she hates life/talking to people. Super unhelpful, overpriced garbage that falls apart, and a bad shopping experience. Dropped $150 today and feel like crap/am just going to return it on their dime.
Date of experience: November 06, 2023
UK customer
1 reviews GB
Fraud - item paid for and not delivered
Bottom line is that they have charged me and taken payment for goods never delivered. It is fraudulent to take payment for orders not fulfilled. Completely ignored by customer service too... absolutely shocking. Details as follow: I ordered £400+ worth of clothing from Free People and one of the items worth c.£70 was not included within the package delivered. I contacted customer services, thinking they would be helpful and this was a mistake... they claimed that they had packaged the item then blamed the courier?! I was also told it was my responsibility to sort this with the courier. This is not my job and there is not a valid reason to discuss this with the courier as the package arrived not damaged and in good condition. So I don't know why they are blaming the courier. Completely ignored by customer services after 5 attempts to contact and will be contacting trading standards to report this company.
Date of experience: November 01, 2023
Angela Kennedy Toon
1 reviews US
I was in the Sarasota UTC Free People…
I was in the Sarasota UTC Free People store last week and was helped by Jo--a terrific young women!! She was happy, funny and sooooo helpful!!! She made tons of suggestions and as a result I spent a ton of money happily:) It was so nice to have such great service!! Thank you---I will go back because of her.
Date of experience: December 12, 2023
Rae Evans
1 reviews US
Hats off to Jo in the Free People store in the UTC mall in Sarasota Florida
I was recently in your store at the UTC mall in Sarasota Florida. One of your sales associates helped my sister and I shop for clothing and jewelry. She was the sweetest, funniest and cutest little helper. Her name is Jo and your company is blessed to have her as an employee. I will definitely shop your store in the future. Thank you, Rae Evans
Date of experience: December 08, 2023
Lindsay
1 reviews CA
Super disappointed
Unfortunately, if I could I would give them 0 stars, not even one. I ordered a pair of Barrel Jeans from Free People and instead of jeans, they sent me a purple Midi sweater dress. I called right away to explain the issue and also emailed customer service. Not only did they send me the wrong product, but I also paid $40.00 in US customs and Duty fees. I asked to return the dress for the jeans or just get a refund but also requested that they at least credit me for the Customs Fees. I received a refund for the jeans but didn't hear from anyone about the other fees. I've been a customer for a long time, and am super disappointed in the customer service. They made me feel like just a number and not an actual human. It's on them, not me. Super bummed Free People.
Date of experience: December 09, 2023
Lynn
1 reviews US
No longer the FP I loved
**Update** FP has contacted me and provided a compensation in a gift card. Though items I wanted were out of stock by then, I appreciated the efforts FP showed that they still care for their customers. ---------------------------- This review is based on my online order and online/phone service. I have been a FP customer for over 15 years now and their service used to be good. However, what I have experienced recently was a huge let down. My order was placed on Black Friday when they had special sale on selected items. However, my package status remains at 'label created' after 2 weeks without a scheduled delivery date. Tried their chat system and they gave me 12/13 as the delivery date which didn't happen. Upon calling and finally reaching an assistant, she told me the package is lost. In addition, she couldn't reorder for me and I had to reorder items in full price (2x the original amount paid) followed by a discount afterwards. She never mentioned refunding me the old order. I asked for an email/order update to prove my lost order refund as well as the new order discount then the assistant got really impatient. She told me I just have to trust her because it won't be shown on paper. I even heard the "F" word during the conversation. She simply didn't want to help me further and forced me to hang up. The unpleasant experience has made me to cancel the new order placed and now I just hope to get my money back in time to buy from other brands worthy of doing business with. I’m quite sad as I have been a loyal customer and I love their merchandise. FP please get your good service back again!
Date of experience: December 10, 2023
Emma
1 reviews GB
Have paid 3 times and no refund!
Have charged me three times for a pair of jeans I ordered. When I ordered it said they were in stock, then the dispatch date was pushed forward repeatedly as they were actually on back order, and they kept charging me again. I’ve finally received the jeans and I like them, but free people are saying they can’t guarantee me a refund of the extra charges. Have told me it can take up to 5 working days for preauthorisation to be released, but it’s already been 10 working days since the first incorrect payment and it’s not showing as pending. Will not be buying from them again, and have raised a dispute with my bank.
Date of experience: November 25, 2023
Kate Ruse
1 reviews US
Bait and switch promotion…
Recent "spend $150 get $100 promotion was a bait and switch. I scoured website looking for terms of the deal before purchasing but could not find any (and no link to any during promotion). Each time i placed an order, the credit was automatically added to my cart with a note saying it would arrive on 12/13. After making 3 orders and waiting 2 weeks for the credits, only one showed up and in the small print it says one per customer. That information would have been helpful 2 weeks prior. Nonetheless, two orders were paid using my credit card and the third using my husband's so that should still be TWO customers but Free People won't even provide a 2nd credit to my husband. So $500 of merchandise is heading back to FP ... I don't do business with people who have questionable business tactics.
Date of experience: December 13, 2023
Jeff
1 reviews GB
I spent about £3000 this year in their…
I spent about £3000 this year in their stores for my wife but online oh my is it a different story. I was going to write a full review but there’s no point. I just wish I’d checked before I bought with them. Terrible firm. Useless customer service. If you want to keep my custom then sort out my problem today. FP16067238
Date of experience: December 19, 2023
Lola Bunny
1 reviews CA
If I can give no star I would
If I can leave no star I would, I cannot believe I haven’t checked reviews and rating (pretty much all negative which is not shocking at this point) prior to placing an order with this store. About a month ago I ordered an item and they sent me the wrong one, I called and they suggested that I should return it for an exchange, no return free shipping! So I paid for shipping back the wrong item they sent me, I’ve been assured that these fees will be applied as a credit towards the shipment of the correct item this time, well to my unpleasant surprise it was not the case, it’s been two weeks of back and forth of absolute unnecessary email chain exchange which was completely useless, I’ve sent all the receipts of me having to pay shipping and double duty fees for a mistake on their part, terrible customer experience and even a worst customer support, because till this day I ended up receiving a very generic dismissive email saying those duty fees were to be expected, whereas my issue was having to pay double for their mistake!! I even phoned and explained the whole situation all over again just to be hung up on! I used to like the store but now due this terrible first online experience I’ll never deal with them ever again and would definitely not recommend them.
Date of experience: November 22, 2023
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