Reviews 2.6
780 total
heyangg
1 reviews US
I’ve always had great experiences…
I’ve always had great experiences ordered from fp. The shipping always takes just a few days and I easily return to the store when they don’t work out. You could also call a store and order over the phone and they’ll give you free shipping. They’re always nice and friendly in the Troy MI location
Date of experience: February 28, 2020
Naomi
1 reviews US
AWFUL TREATMENT!!!
October '19 I ordered a ring, on sale for $392, I was so excited about it & it was the last 1 in stock--FP sent the wrong item. I was so sad that I didn't get what I ordered, & now the item was sold out so I couldn't even rebuy. I sent what they sent me back, as a 'wrong item received' using FP's own free return label, tracked it until it was 'picked up by agent' /delivered. This is the process their return service uses, it's trackable w/the customer until it gets picked up bcause that is all we, as customers ARE responsible for. After that I didn't keep the return tracking # why would I? It was delivered to the returns agent & I was refunded. Now 6 months later, FP contacts me by email claiming that they tried to re-charge my account (thank goodness I used afterpay!) but could not because I didn't use a credit card, & now my account is restricted. I called FP customer service, spoke to a lady who looked into it & said it was fine & i'd get an email in a few days saying the hold was lifted.I decided to use the online chat a few days later after not hearing anything to ask about it-the chat person did not see that any holds were lifted, it was as if i was at square 1 again. He said that the item was not returned & I needed to give them the tracking so they could confirm. After I told him that THEY should have the tracking--they were the ones who provided the return label (it's not in my account), he then proceeded to lecture me on how I should always hold on to tracking. Really? I should hold on to a tracking # SIX months after an item was delivered & refunded? Why? He kept saying, until I could give them tracking it would show as not returned. I decided to call AGAIN. This agent confirmed that the 1st phone agent didn't put in the 'correct' notes to have my account taken off hold. She also said what the person on the chat said--'it shows you started an online return but it was never received'. Yes I know this, that is the PROBLEM! So I had to basically refuse to get off the phone until someone did something before she would agree to put me on hold to go..wait for it...look up the return service tracking #! And, oh, look at that, there it is, & it's been delivered 6 months ago on my end. BUT, she had no power to actually remove the hold, so all she could do was put in the notes & put in the tracking # that the 1st agent did not do. I asked her for the tracking # at that point since I'd been asked for it from the previous 2 agents & I did not trust one person in this company. She tried to tell me that it was all fine & she has it in the notes now; I told her I was told that before & wanted the tracking #. She begrudgingly gave it to me, which makes sense as it seems they did not want me to have it bcause now I see it WAS returned. I made sure to print, scan it & save it. After stewing on the fact that I was told she'd pass it all along to the people who can actually lift holds & i'd hear something in a day, I honestly was getting more mad. So, i did decide to call 1 more time & ask to just speak to the person in the 'holds' department directly now. I felt like I needed to voice my frustrations to them, & also I felt like it was their job to take care of my situation NOW seeing as we BOTH had the tracking at this point & i'd been waiting for days. I was told the 1st time 'they're on the phone', called back & this time was told 'he's at lunch'. After venting to her, she now states supervisors DON'T take calls. Why the lies about it? Also WOW, they can claim I stole & send threatening emails & attempt to take my $ BUT I can't speak to U directly. I refused to get off the phone so 'they' sent an email stating my account was off hold now, while i was still on the phone. Why oh WHY didn't anyone EVER pull the tracking BEFORE coming after me claiming I never sent it back? No one ever even apologized to me! Funny thing: if you'd have sent me what i ordered in the 1st place, NONE of this would have EVER HAPPENED!
Date of experience: March 06, 2020
Jlc
1 reviews US
Awful customer service
Placed an order, was given no indication that the item wasn't in stock, then I checked back a day or so later and it was listed as backordered and shipping out more than a month later?? I won't even be at my college address at that time. I contacted customer service to ask about it, and they just stated that no changes can be made to your order once it's made. I'm pretty sure that's not entirely accurate or truthful since most every other online store can change and cancel your order. They informed me that I could reroute the package to a new address which I suppose is what I'm going to have to do, but I've had issues with rerouting packages before, and it seems ridiculous that they can't just cancel the order and let me reorder it to a new address.
Date of experience: March 17, 2020
McKenna Martinez
1 reviews US
Love free people
I always get my orders fast and they always let me return in store if it doesn’t fit. I’ve ordered about 6-7 times in the past few months and have no issues. Really in love with their clothes and for the most part it’s usually good quality. There stuff made me feel pretty again after having a baby so I definitely got addicted to buying from them.
Date of experience: March 19, 2020
Judy Witherspoon
1 reviews US
I only have great things to say about…
I only have great things to say about Free People. One of my favorites stores and so far I never had an issue!
Date of experience: March 24, 2020
Emma Crosby
1 reviews US
Well first off
Well first off, I love Free People clothing. Super different and fun. But it’s SO over priced. Even so, I purchase from them all the time. However, I’m officially done because of ALL THE MISTAKES with shipping, billing, returns, quality, and their customer service IS AWFUL. I mean absolutely terrible. I’ve now had 4 separate experiences over the last few months where my item was “lost” getting shipped to me, I was shipped something completely different from what I had ordered, pieces of my orders were left out (I ordered a sweater set and they only sent the top of it—unfortunately I couldn’t even order it again because it was the LAST in stock. I called and was threatened to send it back or they would charge me for it). And on top of all the mistakes, the customer service I’ve experienced each time I’ve called has been so terrible. I am quality control for a customer service center and every call I’ve had with a Free people representative would have been an automatic FAIL. Just this last week I had a couple returns. I emailed Free people and they said that it would be no problem if I shipped them all back in one package together. So I did so, because I was told I could. Yesterday I received an email that one but only one of my refunds were processed. Today I called-simply just to check if the package got there okay and at some point the other refunds would be sent over. The first representative I spoke with was incredibly impatient and rude. In the midst of explaining the problem (mind you I listen to rude customers deal with employees all day long) SO kindly and patiently and she apparently got confused and just decided to hang up. I called back again to make sure everything was good and to make sure I didn’t need to do anything else on my end. The second representative listened and got some info. Then she proceeded to SO rudely tell me “look just for future reference, don’t return items like this in one package together. It makes it really complicated for us.” This was absolutely so rude and entitled of her to say. Free people, IT IS NOT YOUR CUSTOMERS JOBS TO MAKE THINGS LESS COMPLICATED FOR YOU. ESPECIALLY IF I EMAILED AND I WAS TOLD THAT IT WAS TOTALLY FINE TO MAIL THEM BACK IN ONE PACKAGE. I am totally mortified. Never buying from Free People unless I get some kind of apology and acknowledgement that that type of behavior with customers is absolutely UNACCEPTABLE.
Date of experience: March 25, 2020
Jana
1 reviews GB
Such unique and fun designs
Such unique and fun designs! I feel like the prices can be dear but you'll get something special. The delivery to UK has been prompt and returns straight forward. My experience with customer service has been positive so far and I'm for sure going to be a customer for life!
Date of experience: March 29, 2020
Ly Mac
1 reviews US
Awful company and customer service is even worse.
Awful company and customer service is the worst! I’ve never experienced such poor customer service like Free People’s. I don’t usually shop there and should have stuck with it. I bought a bag, tshirt, and jacket from there and the order arrived split. The jacket came first and for the price, the quality was poor - threads were already coming out. The purse and bag came late. Literally a few minutes after it got dropped off, the 2nd package got stolen from my porch. I contacted customer “support”, had to wait 27 minutes, and was told she can’t do anything about it until at least 72 hours later. I contacted them again and filed a case with proof and a police report, to which they said they will review and get back to me. A week later I just got an email saying basically “tough luck!”. They said their system showed that it was delivered and that’s that. I had an order stolen many years ago that I purchased from ASOS and after a short call with their customer care, they were helpful and replaced the order - not even needing any other reason. So, I thought as a business that charges a lot for clothes, Free People would at least offer the same care. I was so wrong. Not even that, their customer service is just absolutely horrendous. Wish I knew from the beginning and not even bother trying to contact them.
Date of experience: April 03, 2020
Natasha Hart
1 reviews GB
Shady
They are a shady company. Wrote a review for an item purchased. It was a ridiculously expensive travel pillow/eye mask. The eye mask was too tight & my eyes were blurry in the morning. They gave me 25% refund but I wasn’t happy that such products were being sold. My review for the item was declined. I didn’t say anything rude, just the truth. Clearly the customer experience & humanity means nothing to them just money, money, money.......
Date of experience: April 06, 2020
Monique Givhan
1 reviews US
Yesterday 50% off on certain dresses…
Yesterday 50% off on certain dresses the dress that I wanted to buy they did not have my size. However today after the sale my size is available Called customer service to ask if they would honor the 50% off because it was not my fault they Didn't have my size. I told customer service the situation and they told me that I needed to buy the dress 1st and then they would consider whether or not to honor the 50% off. I am a long time customer and have spent thousands of dollars with this company. However, with the treatment I received today I will no longer patronize.
Date of experience: April 07, 2020
Angie O'Neal
1 reviews US
The sizes are SO inconsistent
The sizes are SO inconsistent! In some Free People clothes, an XS swallows me, and in others, I can't even button the XS. The last pair of shorts I bought I ordered an XS in based on THEIR sizing chart (I am 5'0" tall and weigh 105. The XS was WAY too small, but because I loved the shorts, I exchanged them for the next size up. I wrote a nice review about the shorts and how much I liked them, but that they tended to run small. I even put in the review that I was going to exchange them for another size. Well, they declined my review without even telling me why. THE PROBLEM WITH THIS??? JUST MAYBE if someone had been allowed to be honest in the reviews BEFORE I bought the 200 dollar pair of shorts, I MIGHT could have gotten the right size the FIRST time. I will NOT be buying Free People anymore.
Date of experience: April 10, 2020
Hill
1 reviews US
I was sent the wrong item
I was sent the wrong item. I ordered a top and was sent a dress in a completely different size. I'm not sure what happened but there must have been a mix up. It's frustrating because I have to send back the wrong item and spend money on a shipping bag and then wait another week for the right item. This has honestly never happened to me with ordering something online. The bright side was once I got ahold of customer service on the phone, they were very helpful and got it fixed.
Date of experience: April 11, 2020
iresha brown
1 reviews US
Run terrible
Run! I purchased two items back in March at the same time however two separate shippers delivered my items, USPS and Lazership! USPS delivered with no hassle Lazership drop my package off on another person door step that’s across the highway. I called FP at least 7x’s 1. They have you wait for 30-45 minutes. 2. I had to create a claim which is a given however I haven’t received my money as of yet! I ordered 3/20/2020 and still haven’t gotten my money! I will never purchase through their online store! Get new delivery people!
Date of experience: April 17, 2020
wlawson70
1 reviews US
Free People used to be a scrupulous…
Free People used to be a scrupulous company. They have gone downhill over the years. They have added a ton of crop made from polyester and acrylic (junk synthetics that are essentially woven plastics, YUCK!), They, also, removed anything made for someone taller than "average", so no more pants, jeans, long sleeved anything for my 5'10" (33" barefoot inseam-so, 34"-36" with shoes/boots). Shoulder seams are too narrow, now, as well. What happened to you guys? Your prices are going up, but your fabrics' are getting cheaper (in quality and per yd price) and sizes have become more limited. I can get the same crap from MUCH cheaper priced sellers... but since you were one of the few clothing companies who stuck with natural fabrics, and a wider range of lengths, in inseam & sleeve, with original designs, not much to choose from, now. Guess it's back to designing and sewing my own stuff, again.
Date of experience: April 20, 2020
S U
1 reviews US
DECLINE in Quality
I've been a FP fan for years. Unfortunately, I've seen a decline in the quality of their clothing in the last year or so. They use a lot of inexpensive fabrics (rayon) that look nice in pictures but are not so nice in person. Also, many of the items I've ordered on line arrive smelling so bad that they need to be laundered first. They have sales that last a day or two and run out of items or sizes that 'reappear' after the sale has ended. I'm getting to the point where I'm wondering why I even bother ordering anything from them anymore.
Date of experience: April 24, 2020
Misty
1 reviews US
Free people are pieces of s—-!
Free people are pieces of s—-! I filed with the BBB on them for not refunded me on three items I’ve sent back totaling $300 . They are using the excuse Covid19 as to why refund taking so long. I believe because all their stores had to close their holding money until the stores open again. Most likely their in trouble,so holding customers money and paying their bills. I suggest all of you file too with BBB get as many complaints on file. I will never give them my business again!!! Update: I found the owner of Free People I googled it. I wrote to the owner President and Vice President. A few hours later after explaining to him I filed with the BBB and have called 20 times about my refund. Within a couple of hours I was refunded. I was also told I would be getting a $100 check sent to me for all the inconvenience. I’m waiting on it? We will see if that happens. I’m now satisfied with the outcome.
Date of experience: April 25, 2020
Kalee Carel
1 reviews US
PLEASE BE CAREFUL when ordering with…
PLEASE BE CAREFUL when ordering with Free People! I placed a order with them purchasing a set of earrings, a headband, and a cardi. I used $75 dollars of my gift card and the remaining $34 on my card to pay the remaining total. They shipped my earring which were $20, then shipped my head band which was $24. But then 7 days later they put the $34 back in my account, never shipped the cardi and took the the whole $75 off my gift card!!!! Ive tried calling them, on hold for long periods of time, no one answers. Ive emailed them twice just to understand whats going on. No response. They should NOT be taking customers money if they dont have all the products that they claim to have in stock online. Theres no way to get a resolution. This is not because of Covid 19, this is just plain and simple bad buisness practice.
Date of experience: April 25, 2020
Darien
1 reviews CA
Joke of a company
The worst online shopping experience I have ever had!!!! I was eyeing up a pair of jeans for awhile so finally decided to take the leap. I ordered them a month ago. They are clearly lost in the mail since the tracking stopped working on the 15th. I have tried contacting the company FOUR DIFFERENT WAYS!!!!! Online chat, phone, email and tried the chat again. I have either been cut off or not helped. Now I am beyond mad, not only did I not get my pants I can’t even contact someone to get a refund. Not to mention I am in Canada so if they somehow refund me, I’ll be losing money on something I never received. NEVER WILL I BE ORDERING FROM HERE AGAIN. I so a lot of online shopping and I assure you. This was the worst.
Date of experience: April 26, 2020
Ave
1 reviews US
This is a tough review to write...
I'm seeing many infuriated ppl in the reviews on this site right now, & while I do understand the feelings of those that are aggravated, I think the amount of negative reviews flooding in bc of current circumstances are unfair. I order quite consistently from Free People, & as I'm 5'4" / about 125lbs, I am lucky that typically their clothing fits me. However, I read the reviews of EVERY single item I buy, I look at the way it fits the (usually RAIL thin) model (how tight do the seams lay on the body, is the fit tight or relaxed, is length going to be an issue, does this material have any give to it, etc.) in order to gauge how it will fit on my muscular, dancer-athletic build. I have ordered sizes anywhere between S-L, 24-28 in pants, & their "one size fits all" usually fits me if it's a garment that is more on the relaxed side. Unfortunately in today's fashion climate, places like Free People & Urban Outfitters (sister companies) are HIGHLY guilty of only catering to the "skinnier"/petite side of society. It is likely they will not change. To address the returns/financial concerns, you as a consumer chose to buy expensive, non-essential clothing during a pandemic. Almost every single purchased good going out in the country is arriving via mail/delivery services; your Free People order is not at the top of the priority list within the post office. With this increase in demand/traffic, there is also a decrease in employees to keep up with this traffic due to work regulations regarding non-essential businesses. Just because Amazon Prime is such a well oiled machine does not mean all other companies have figured that out just yet. Many customer service representatives may even be working from home due to isolation regulations in place. MANY orders are probably arriving late or lost in addition to the normal amount of return/exchange requests, PLUS people returning things they realized they couldn't afford to keep once all this craziness hit. For you to assume on an individual level that you and your money would be treated as priority over all others is irresponsible consumerism; you are one request of hundreds, if not thousands. I am trying to maintain neutrality here. Here is my personal experience with receiving a refund from them: I ordered a dress I really liked about 3 weeks ago. Next day, all dresses were 50% off, including the one I had just ordered. I know their policy states sales can not be applied to previous orders, but I thought I'd call & try anyway. I called & remained on hold for 45min-1hour. I had time to kill thanks to social distancing, so that did not matter to me. The older woman I spoke to was very kind, and gave me the refund for the sale price. She told me it would take a while for it to arrive, as the department they send the request to was quite backed up due to high demand. I kept an eye on my account, ready to recontact if I did not see it by the end of the month. The money was refunded a full 1.5 weeks after I had called; It took a while, but the money was there. Their clothes are overpriced. Their sizing/item quality is incredibly inconsistent. Their sales seem all over the place, & restocking of sold out sizes is sporadic; I think there may be tampering with that to increase traffic and demand for when the sale is over. There's also been reports of them failing to publish negative reviews of items, although I have seen negative reviews on products on their site before, so I guess it's not all the time. However, their clothing designs are spectacular, and they continue to impress me time & time again. It is apparent that if you do not fit a specific mold/build, this is not a great place to shop, as they are unwilling to accommodate a realistic and inclusive size range. As the consumer I have to do more work than I should to get the right fit based on what I pay for these clothes, but the clothes I have received have been worth it. Take shopping here with a grain of salt, and as it seems to be a toss up, you have to ask yourself if you can afford the gamble. My PERSONAL experience has always been a 5 star one, however I can't in good conscience rate it 5 stars because of all the other issues I see from other people. I personally have never had an item arrive that was terrible in quality or ridiculously ill fitting (except a pair of Levi's shorts, but that is a Levi's product, not FP). My advice, try and only buy on sale when you can, and ALWAYS size up to be safe. If you love it, you can always have something taken in and tailored to you, but you can't make an item bigger if it's already too small.
Date of experience: April 27, 2020
Louise
1 reviews AE
BEWARE!
BEWARE!! I wanted to give freepeople another chance, since I do like their styles, and so I went against my better judgement and ordered a bunch of items. This was exactly TWENTY NINE days ago (I ordered on the 30th March and its now 27th April) and my order has not been received!! Whats more, the tracking has not been updated since 3rd of APRIL - that's three whole weeks with no updated tracking!! So my guess is it's lost and that was my fear - that they'd use a cheap sketchy courier (to keep their costs down *shakes head*) and I was right! I took matters into my own hands and contacted the courier, ASENDIA, who assured me that they have no further information on the package and that I should contact freepeople... hmm. I'm an International customer and yes, these are hard times, but this is completely UNACCEPTABLE. I expect delays, but if you charge hundreds of dollars for your products - which, as other customers have pointed out, are declining in quality - and manage to keep a solid social media and marketing platform, then you should have the customer service and courtesy to match! Sadly FP customer service is AWFUL to non-existent and their quality has become akin to Forever21. The more frustrating thing is that they are offering no transparency to their customers, with no clear ways in which to contact them - no cs or support email is listed on their website (avoiding their problems by avoiding their customers. Disgusting!) Instead I've been directed to a chat bot, which is utterly useless and on the two attempts I've made to call them I've been sat on hold or told by their out-of-hours to call back. Helpful - no. Whatever problems they are dodging, it will catch up with them. Pity, they could've really saved this company. AVOID and shop elsewhere!
Date of experience: April 27, 2020
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