Reviews 2.6
780 total
Chloe Matson
1 reviews GB
Returned my item 4 weeks ago £122 and…
Returned my item 4 weeks ago £122 and still no refund or acknowledgment that they have received my return. I have sent things back to Paris and been refunded within the week but nothing with freepeople in a month. Terrible service will not shop here again.
Date of experience: June 09, 2020
Chelsea Miller
1 reviews US
Would give 0 stars if I could
Would give 0 stars if I could, but in order for me to post a review I had to give them 1. I am SO disappointed. I ordered from Free People for the first time during this Covid crisis. You would think they would appreciate being supported during hard times? No. I received my package and it did not fit. I Immediately sent it back in the mail to be returned. I have been waiting OVER A MONTH for a refund. I am BEYOND PISSED. I sit on my lunch break every day for one hour trying to get through to them - that is if I’m even able to get through, most of the time it rings busy. In fact, I’m currently on hold at 11:20 pm. Really? You’re going to tell me there’s a hold right now? I also ordered from Anthropology at the same time. Same thing - haven’t researched it, but assuming they’re the same company, considering their phone numbers differ by one number; yeah, it’s that bad, I’ve memorized the numbers. For the price you pay for these clothes you’d think they’d have the decency to treat their customers with a little respect. I am appalled and trying to find the best action to take against them with my attorney. Update: literally as I was posting this review, a representative FINALLY answered my call. They are currently processing returns from May 22nd. ITS JUNE 10TH!! 1-2 more weeks to process my refund? Absolutely ridiculous. To be honest, I’ve never posted a negative review anywhere. But I will GLADLY be a Karen to this terrible company.
Date of experience: June 10, 2020
Ioana
1 reviews FR
Sent me a destroyed pair of shoes as “new”...refusing to post the review
Really bad experience with absolutely destroyed product sent as “new”. But on coming here i see it happens to everyone. I tried writing a review on their product and they are “moderating it” - meaning you really never get to see bad reviews on their products because they don’t post them. I got a pair of boots from them. The boots would have been ok .. But they came close to destroyed. You’d expect shoes to look like that of they’re 3rd hand, not new! The leather on the left shoe is completely crinkled, but not in the cute way leather can get crinkled. It also has a big defect and a very visible stain on the side. I am very disappointed by the pair i’ve received. I really needed this style so had to re order..i ended up paying £20 more than i did initially, now have to return a destroyed pair, and have another 10+ days to get the new.. Same thing - i tried calling them multiple times, been on line for 30+ mins each time without anyone ever picking up. Never again will i order from this place. What a Scam.
Date of experience: June 10, 2020
Orgasmic Life
1 reviews CA
I bought items from Canada and they…
I bought items from Canada and they charged tax so I thought I didn't need to pay for custom believing items were coming from Canadian warehouse. I had to pay Canadian taxes and custom $105.56(My purchase was about $300). I called customer service had to wait 20 minutes to connect and they said they couldn't do anything for me. They charge taxes of places where they are shipping to.. Does this even make sense?
Date of experience: June 10, 2020
Daniella Pingarelli
1 reviews GB
Awful company
Awful company Do not order from them they don’t reply to emails they refunded me incorrectly and I have sent several emails and have not herd anything in months!
Date of experience: June 10, 2020
customer
1 reviews GB
Finally got my refund but it took me…
Finally got my refund but it took me loads of time and cost me a lot of stress and worries and energy . That is why I really cannot give more than 1 stars.
Date of experience: June 11, 2020
michele veisz
1 reviews US
Yes they fell behind during COVID-19
Yes they fell behind during COVID-19 understandably . They quickly rectified my every concern . Customer service is TOP NOTCH. In US Love the clothes been hooked for years .
Date of experience: June 12, 2020
Sharon
1 reviews GB
Do not buy online
Same issues as everyone else. Order arrived super quick - I returned same day - that’s over 3 weeks ago. It’s a £165 item. Phone lines not working - no reply to several emails I’ve sent - I’ve contacted them on twitter and Facebook and nothing. I would very much like my money back. It’s a disgrace that they can have so many bad reviews and continue trading.
Date of experience: June 13, 2020
Kimberly
1 reviews US
Been a buyer for over a decade
Been a buyer for over a decade. But during this time I had sent back an order two months ago and still have not been refunded.
Date of experience: June 15, 2020
Elly Keizer
1 reviews AU
Customer service ghosted me when I received the wrong order.
I received someone else's order. Customer service never got back to my emails, 24/7 phone line didn't work, and I don't think their little online chat box thing even sent my information to customer service when I tried that! I'm now out $100 and have someone else's pants that don't fit me. Not even sure I trust the return system to refund me after the reviews I've seen on here. Awful, nonexistent customer service, such a shame because their clothes are lovely. Will order them through ASOS from now on.
Date of experience: June 16, 2020
I just wanted my hat
1 reviews US
Awful & rude customer service
Awful & rude customer service. Tried to get my package rerouted since they shipped to wrong address. They told me they 3 times they put in order to reroute my package, the next day I contacted UPS to make sure, and UPS said that they never contacted them. I'VE SPENT THOUSANDS OF DOLLARS HERE AND I'M TOTALLY DONE WITH THIS COMPANY. NOT HELPING YOU LOSERS PAY YOUR BILLS ANYMORE. [:
Date of experience: June 16, 2020
Claire Hoang
1 reviews US
PLEASE EVERYONE
PLEASE EVERYONE, NEVER BUY IN THIS SHOP!!! VERY BAD COSTOMER SERVICE!
Date of experience: June 16, 2020
Gianna Brogan
1 reviews AU
I honestly wonder if these reviews are…
I honestly wonder if these reviews are real. I have never dealt with a better online site. The clothes are unique, the material and quality is to die for, and the service is spectacular. Everything I've bought from FP is true to the photos except for slight colour variations. If I could afford it, I would buy up most of their clothes. The brand runs large but it's boho and is supposed to, so size down. If you are a child of the 70's and looking for quality boho, look no further than Free People. Highly recommend
Date of experience: June 16, 2020
Rinske Koster
1 reviews NL
Money back?!?
Very bad service. Free People doesn’t answer my e-mails and phonecalls. I didn’t het my money back for the jumpsuit I retoured: €178... makes me very sad.
Date of experience: June 17, 2020
Miri
1 reviews GB
DO NOT BUY FROM THEM!
Ordered a nice floral blouse and received an ugly plain polyester top. They never responded to my emails and the customer service on the phone is rude and unhelpful. I didn't get sent the right top and was not given a refund either. AWFUL EXPERIENCE.
Date of experience: June 18, 2020
Olivia appelman
1 reviews GB
Be patient, they’re doing their best in a difficult time
With the current pandemic, extra pressure on the postal service and the fact the warehouses probably have less people working in them at the moment, allow up to THREE WEEKS for any returns to be processed. I have made a number of purchases and returns in the last couple months and some have taken longer than others to be processed. But have not had any issues like others are saying. If ever I have been concerned I have called the helpline between 12-4pm (uk time) and always had a helpful person at the other end. Their response has always been, we are under a lot of pressure, please allow up to three weeks. So please, give them three weeks before bashing them with negative reviews. They’re doing their best in a VERY difficult climate. Two gripes however; you have no idea If the item is coming from America or within the Uk stockists. So sometimes you have to wait up to three weeks for the item to arrive. Would prefer if they had something that said the stock was coming from the US or not. If it is, I’m unlikely to part with so much money for anything up to six weeks if the item doesn’t look right and has to be returned. Second gripe is the returns label isn’t provided. Not everyone has access to a printer and this can cause extra stress to the returns process. Like ASOS, would be better if the returns label, or a QR code could be generated and used instead. This does need looking at, as the current system is a tad archaic... This is the one star reduction... It would be great to see Free People join forces with Klarna. The clothes can be very much so hit and miss with their sizing, style is always fabulous, but some things run large, others small, so you often have to get more than one size to try. The majority of clothes are £60+, so you are Sometimes hundreds out of pocket until the unwanted items are returned. FP should follow ASOS and hundreds of other company’s out there to create a better service for their customers. I think a lot of the negative reviews could be avoided if they were part of this. Yes their clothes are expensive, some worth it, some not. But hopefully they are taking comments like these with constructive criticism on board...
Date of experience: June 19, 2020
Emily
1 reviews US
Great !!!
Great! Ive been ordering from Free People for years! Extremely reliable company I can always count on my orders getting to me in the allotted time, customer service has always been willing to help with shipping problems, and I always receive return refunds within a couple days! Highly recommend!
Date of experience: June 21, 2020
Lobster123
1 reviews GB
I’ve had the exact same experience as a…
I’ve had the exact same experience as a lot of people have had here - having my orders cancelled for no reason. It was my first time ordering too so it wasn’t because I was blacklisted for returning items before or anything. After having my order cancelled once, I tried again twice and the same happened, and in between I called customer service who didn’t sound surprised at all but couldn’t give me a reason. They said I would receive an email telling me why in the next few days which I never received. I also sent an email via their website to ask and never received a reply. It’s perplexing, why would they turn down money like this?? In the process, I missed out on items that I wanted to buy, it was very frustrating to say the least. I would suggest that if you still want to buy clothes from Free People, do it on other websites that they sell on, but never on their own website.
Date of experience: June 22, 2020
Amy B
1 reviews GB
Worst company for refunds I have ever dealt with!
EDIT: for anyone who has waited a LONG time for a refund....I had mine processed today from a return sent 5 weeks ago. If you want to speak to someone I would recommend sending a tweet as it seems that’s the only way they ever respond. I did get an apology and whoever messaged me said they had an unheard of amount of parcels at the moment so it was taking up to 4 weeks to process returns. Returned £90 item nearly a month ago and no refund or acknowledgment of the item as of yet! I am used to them taking a couple of weeks but to wait nearly a month is ridiculous, what are they actually doing?! I can think of ten other places that I regularly shop online with who refund within days. It’s completely unacceptable. I love fp clothes and regularly order from there, usually at least once a week and usually everything is great but on the occasions that I do have to return items, there always seems to be a problem! It almost seems like they just wait and hope they can get away with not refunding customers..... please sort out your refund process fp, I’ve noticed there are a lot of people saying the same thing and considering the insane price of some of your clothes I think your customer service should be absolutely spot on!
Date of experience: June 23, 2020
Jessica Xu
1 reviews US
Are they going bankrupt or something?
Are they going bankrupt or something?? I placed an order a month ago and they never shipped it and when I contacted the customer service they just told me “ we will look into this and is unable to provide a refund” this is the most ridiculous thing I’ve heard from a merchant. They can’t just scam customers and keep their money. I used to be a big free people shopper, but I guess they just lost a royal customer.
Date of experience: June 23, 2020
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