Free People
Reviews and Complaints

I dont buy their clothes but i wanted the kopari lip balm since sephora was sold out of it. I bought it and got free ship with email signup and it arrived in 2 days! Very quick shipping was just as described! If i was a fan of their clothes i would buy from them more often.

I ordered the HOT Shot Onesie and I love it so much I ordered another color. I received so many compliments on this purchase. I love this type of clothing that I ordered other items and a pair of sandals. I'm a large and it fir just right. I will definitely be ordering more items.

Michael got my issue resolved of my account being on hold in minutes. We quickly resolved the problem with his kind & very personable guidance. He deserves the biggest shout out because I had been working to get this issue resolved for almost 2 months & Michael fixed it in minutes! Go Michael! You are appreciated in Norfolk, VA!

I've placed dozens and dozens of order from FP to Canada, and although not everything is perfect, nothing is bad forever. They are a company made up of very helpful folks, and if there's a quality or shipping issue, they work quickly and efficiently to resolve it, and will often throw in a discount code for your next order to sweeten the experience. Love FP AAF.

This site is so fabulous! I love all their clothes. It is my favorite place to shop. It might be a little too addictive, because there stuff is just so amazing. All their clothes are super cute and unique. Most stores sell the same boring crap. Looking through the clothes on this site is like visiting an art museum/ runway show. Love it!

They also have stores all over the place, so you know that it isn't a scam. I don't trust just any website. It is a lot more fun searching online for clothes, and their selection is better than going to the store.

Wow, I'm so surprised to read all the negative reviews on here! I have never had any issues with Free People that would warrant me giving them anything less than a five. I have returned plenty of items to them, and my refunds were issued on the same or next day that they received my returned item. Moreover, they recently sent me the wrong item, and I simply called them and they quickly arranged for the correct item to be sent over with 1 day express mail, and my return was accepted quickly too. I really love FP, I order a LOT of stuff online from various stores all the time, and they really have amazing customer service. I'm noticing the reviews on here tend to focus on items that were damaged, or mistakes made by customer service reps that are out of their control, and in all of the reviews I've seen here, the customers got their money back or were compensated in some way! Don't let the reviews scare you, if you ever encounter any issues with FP, do contact their customer service! Also I'm not a paid reviewer, you can read my other reviews. I really do respect Free People and appreciate their customer service!

I ordered the JC Joe Lace Up Boots in June, and received 2 left boots. My replacement pair still has not shipped. This is the worst company to order from online. I have been told at least twice my boots would ship Monday. I guess my bad for not asking which Monday. Today I was told they will ship in 48 business hours, so I guess maybe next Monday they should ship. Hopefully I gut a left and a right this time since free people will only do a quality check AFTER they make a mistake. The girl today assured me this is normal. Really. You NORMALLY treat your paying customers this way. I've actually had time to win an auction on eBay and received that item along with a router from New Egg. Truly disgusted with this companies terrible service.

UPDATESince I last posted this I have had nothing but the best from Free People. They offered a generous gift card for my inconvenience with my boot order. I have had a couple issues with the quality of items, and within a day they have contacted me to offer a refund, exchange, or discount to the original purchase. Their shipping times have been much better as well. Their free shipping never takes more than a week from when I place the order with them. I don't know if it was bad luck that one time, but they have been just great since

I have been shopping here for over 10 years. 75% of my closet is Free People. Yes, the clothes can be overpriced, but I rarely buy anything that isn't on sale. I treat myself to full-priced items when I really "have" to have it lol. Yes, I have experienced a few "cheap" styles that fell apart after some wear or wash. If I ever have issues, my local Free People store is more than happy to return it for refund or credit and make it right, no matter when I bought it. Please pay attention to care labels. Yes, a lot of their fabrics are delicate, mostly the natural cotton, linen or cotton blend. Rayon/viscose fabrics last well and are usually easy care. The styles are so beautiful and unique.

I have ALWAYS had helpful and great customer service when I call, in fact they are consistently one of the friendliest and most helpful customer service departments I have dealt with. (Zappo's will always be my #1). If you aren't satisfied with a phone call, use their customer service address if you need to, start a paper trail. I really don't understand all the negative reviews.

One more tip - do NOT expect Free People sizing to be similar to regular size clothing. Most pieces are very oversized, and you need to order down in sizing accordingly. Always read the "Details" for sizing info, and get an idea of your best fit, it's really helpful. Also read reviews to get a true sense of how things fit other people.

I have been a loyal customer for many years. Lately I have found getting products much more difficult. I had my idenity stolen so I prefer to purchase my merchandise with cash in store whenever possible. The store is very limited in merchandise, sizes and color choices which makes it nearly impossible to get what you are looking for or know what size to get. So in order to purchase a product from the store I need to purchase a gift card for the cost of the product. Unfortunately if it's not what I expected I can only get a merchandise gift card in return

I purchased a sweatshirt on December 3rd at the store. The woman who helped me ordered the wrong color which I didn't realize until I got my emailed receipt. That wasn't the issue since the product never came to my house even though I got a text saying it was delivered. I waited the the two days the website asked before calling to request another sweatshirt. That one did arrive ( not the color that I originally wanted because by now it was no longer available). That wasn't an issue either because although I went to the store there wasn't anything to try on and when I recieved the item it didn't fit. I went again to the store to return and order a different size.

White waiting for the sweatshirt, I went to another free people store and ordered a pair of pants from their movement store. I paid $80 cash and asked her to put the remainder on a gift card. She told the order would be delivered in a few days. Later that day I recieved an email that there was an issue with the gift card and my order would be cancelled. I called and waited on hold so I could clear up the issue. I was aggravated and wanted to cancel the order. But once again. Even though I used cash for my purchase, since I didn't have merchandise to return I was only entitled to merchandise credit again. I asked to speak to a manager. After waiting on hold again the supervisor said there was nothing she could do for me but gave me the 1 800 number to call back to complete my order Now more, even more anoid, I asked to speak to someone else. I was told someone would call me in 24 hours. Although I've called back almost every day No one has called. On January 11th I finally got the sweatshirt only to find it wasn't the right size for me either.
I am done! Although I love the products, nothing is worth this aggravation. Free people charges a lot of money for their clothing We should be able to expect better customer service
Their policies obviously don't have the consumers concerns in mind.

Ordered Oct30-delivery date Nov3. FP use Lasership so be aware.

-No shipping confirmation received.

-Nov 4 checked order and it was stuck at warehouse since Nov 2.

-Contacted FP and was told to wait until Nov15.

-Nov 8 called lasership and was told to cont seller if not delivered within 48h.

-Nov 11 cont FP and rqst a refund- told.it would be processed within 3 days.

-Nov 11 afternoon received email claiming packd delivered. No.package, checked my cameras not delivered.

- Nov 11 contacted FP again to tell not delivered-FP askd to wait another 48hr for delivery. Asked for refund again as I was no longer interested on item. I was told 2nd time refund would be processed within 3 days.

Nov 15th refund not processed.

Nov 15 contacted FP who said I was given incorrct info Nov11 (Refund not requested) and to wait another 48hrs for response (not refund, customer service does not process refunds, it has to be escalated to another team.I was told I would receive an email confirmation with case number. No email received.

Who knows when or if I will ever get a refund. DO NOT ORDER ONLINE, THEIR CUSTOMER.SERVICE IS HORRIBLE AND IT IS IMPOSSIBLE TO SPEAK TO SOMEONE LIVE.

They do not care about their customers at all. Stay away.

I returned 2 items on August 11th and they recieved them on August 28th got a signed proof of delivery.

And it’s been a month & half and got no answer about my refund,

Tried to contact via email & chat,

And they keep telling me to wait 1-3 business days to get my email refund confirmation,

And nothing happens.

Got no answer

They keep ignoring me.

On 6/28/2023 I ordered the tulsi mesh tank the item said processing for 3 weeks and during that duration I reached out multiple times to their support team; specifically the order processing department that goes by the phone number of [protected]. My first phone call was a week after I realized the order still said processing after ordering it. I was connected to a woman who told me that the item was lost in shipment even though it said it was not shipped yet, she continued to say that I would receive an email in the next 24 hours asking me if I would still like the item or a refund. I waited well over the 24 hours then contacted the same support number again, this next woman that I got connected to did a deep dive for me which I appreciated but it turns out the information I was given was incorrect. Yet again. She claimed I should give it until Monday (almost a week later from when I called) and it should be shipped out that day. The package was not shipped that Monday, neither was it that entire week. So, I contacted the same support number another time, this woman told me that the issue is out of their hands now and it’s gone a step further in the process finally after two weeks and it is waiting for package carrier to pick it up form UPS. Now, to this day I am still waiting my package, it has been stuck again but, this time in carrier pickup for about a week now. I am very frustrated for this incident and wished I knew beforehand this would take a month to be received- I’ve lost hope in being able to wear this tank top while the weather is still hot where I’m located.

Another incident that I’ve had is not as frustrating as the one mentioned above but still should be acknowledged. I ordered a dress on the same date as the item mentioned above but separately since it was an after thought 6/28. The dress was the East Side Lace Up Mini Dress- I ordered the wrong size at first and exchanged it for an xs- yeah that’s my bad. That xs came in the mail very quickly BUT, it was ripped and stained. Unwearable. Disappointing considering I had a wedding in a few days and I was going to wear that.

Come on free people! I’ve given both of these incidents so much patience and I’m still greatly unsatisfied and consider these things unacceptable for a company like this. I truthfully don’t think I feel comfortable ordering from their website ever again.

I recently had an experience with Free People that left me feeling frustrated and disappointed. I received the wrong item in my order, which was clearly a mistake on their end. When I reached out to customer service, I was told to return the item and they would refund me.

While I did receive my money back for the item, I was not happy about the way the situation was handled. I had to pay for shipping to return the item, which I understand is standard practice, but I was not given any sort of tracking information or assurance that the item would make it back to them safely.

To make matters worse, the shipping cost me 19 euros, which is more than I would have paid for standard shipping. I understand that mistakes happen, but I feel like Free People should have taken responsibility for their error and covered the cost of shipping.

When I spoke to an employee about the situation, they assured me that Free People would cover the cost of shipping. However, this turned out not to be the case. I feel like I was misled and that the company did not value my business or my satisfaction as a customer.

Overall, I was disappointed with my experience with Free People. While I appreciate that mistakes happen, I feel like the company could have done more to make things right. I hope that they will take steps to improve their customer service in the future, as good advertising is important in today's fast-paced world.

So, I had a problem with my Free People delivery. I was so excited to receive my package, but when I went to check my mailbox, it wasn't there. I was confused and thought maybe it was delivered to my neighbor's house. I went to check, and sure enough, it was there. I was relieved, but when I opened the package, I realized that the item I received was not what I had ordered. I was so disappointed.

I decided to reach out to Free People's customer service through their live chat feature. The representative I spoke to was not very helpful. All they kept saying was "I do apologize" without offering any solutions to my problems. I was frustrated and felt like my concerns were not being taken seriously.

After the live chat, I decided to call their customer service line and speak to an actual human being. The representative on the phone told me that the item I had originally ordered was no longer in stock. I was so disappointed and felt like I had been misled. I asked if there was anything that could be done to compensate me for my frustration and inconvenience, but all they could offer was a small discount for my next online purchase.

As a loyal Free People shopper, I find this completely unacceptable. I have been shopping with them for so long, and I feel like they should have done more to make things right. It's unprofessional and ridiculous that they couldn't offer me a better solution. I hope they can improve their customer service in the future.

So, I recently made an order on Free People's website for a pair of pants. I was excited to receive them, but unfortunately, I never received any notification about the delivery until the day it was supposed to arrive. When I finally got the package, I was disappointed to find out that they had sent me the wrong pants! I was so frustrated and immediately contacted their customer service through chat.

To my relief, the customer service representative was very helpful and promised to send me the correct pants right away. They even sent me a confirmation email, which made me feel better about the situation. However, when I read the email, I realized that they were actually asking me to send the wrong pants back before they could send me the correct ones. I was confused because the chat representative had told me that they would send me the correct pants first.

I contacted them again to clarify the situation, but they insisted that I had to send the wrong pants back first. I was frustrated because I had never encountered this kind of policy before. I told them that other companies would either charge me for the wrong item or just let me keep it. But they refused to budge and insisted that I send the wrong pants back before they could send me the correct ones.

So now, I am forced to send the wrong pants back and wait for 14 days until they receive them and send me the correct ones. It's frustrating because it was their mistake in the first place, and I feel like they should have just sent me the correct pants without making me go through all this trouble.

Overall, I am disappointed with my experience with Free People. While their customer service was helpful, their policies are not customer-friendly. I hope they can improve their policies in the future to make their customers' experiences better.

I gotta say, I'm a big spender when it comes to shopping, but I gotta tell ya, the customer service at Free People is just plain awful. I ordered a small package of clothes, but instead, they sent me a huge, heavy box of clothes that I didn't even want. It was a real pain in the butt to deal with, let me tell ya.

After sending a bunch of angry emails, Free People finally admitted their mistake, but it took them two whole months to send me the right clothes. Meanwhile, I was working my butt off six days a week and didn't have any time to deal with their nonsense. I begged them to come pick up the wrong clothes, but they refused and then had the nerve to accuse me of stealing them! They even cancelled my account and started sending me threatening messages demanding that I pay for the clothes I never even wanted in the first place.

I finally took a day off work to follow their instructions and send the damn package back, but even six months later, my account is still suspended and they're still demanding that I pay for those stupid clothes. It's like they're treating me like a criminal or something!

Honestly, I think the people who work in their customer service department must be a bunch of bullies or something. I mean, if you ever have to deal with someone named TIA, watch out! That woman is a real sadist and probably belongs in some kind of S&M dungeon or something. Ugh, I'm so over Free People.

I'm a shopper from Canada and I gotta say, I did my homework before buying from Free People. I read all the reviews and checked the size chart, but when I got my order, nothing fit right. I'm a medium build, 5'8 and I like my clothes a bit baggy, but these items were way too big. When I tried to go down a size in a bralette, it was way too small. It's like there's no middle ground with these guys.

So I called customer service and they told me they don't do exchanges for international orders. I had to return the item and buy a new one, which meant I had to pay duty all over again. And get this, my first order came in two separate packages, but they charged me duty for both of them even though it was one order. I had to pay $35 CAD in duty for each package, plus more for the returns and repurchases.

I spent a whopping $732 CAD and I expected way better customer service and refunds for the extra duty charges. I mean, come on, Free People is a huge company that buys their clothes from poor countries like Vietnam and India. They're making millions, but they don't care about their customers. I'm so disappointed and feel like I got ripped off.

Overall, I wouldn't recommend shopping at Free People if you're an international customer. The sizing is all over the place and the customer service is lacking. Save your money and shop somewhere else.

I've been shopping at Free People for a few years now and I've spent a lot of money in their stores. You'd think that they would appreciate loyal customers like me who bring in revenue, but their customer service has really gone downhill in the past year. It's gotten so bad that I've cut back on my spending there.

A few months ago, I bought an item at full price and then it went on sale within 10 days of me receiving it. I contacted customer service to ask for the difference and they refused. Instead, they sent me a coupon for 15% off. When I tried to use the coupon a few weeks later, I was told that it had expired. To make matters worse, the color I wanted was not available and I was told it wouldn't be available. But less than two days later, it was back in stock on the website. When I asked if I could exchange the item, I was told that it wasn't possible and that I would have to buy the one I wanted and then return the original one. So I ended up buying the same item twice for around $150.00.

When I tried to return the original purchase, which was still unopened, I was told that I could only get store credit. I spoke to management about it and they said that there were "no exceptions." I can't believe that they would treat a loyal customer like this over $150.00. Needless to say, I will never shop at Free People again.

So, I had a pretty bad experience with Free People. They sent me a dress that was defective, and when I tried to return it, they gave me the wrong information about how to do it. They told me to use UPS instead of the post office, so I ended up paying for shipping. Then, even though I asked them not to reorder the dress and just give me a refund, they sent me a new one anyway.

When I went to return the new dress at one of their brick and mortar stores, they told me that I had already been refunded and to check my credit card bill. I did, and I saw that I had been refunded, but it was $6 less than what I had paid. They said it was because of shipping, but I had gotten free shipping because my order was over $100. I didn't want to deal with them anymore, so I didn't fight it.

But then, they charged my credit card again for the full amount of $121.42, saying that they never received the dress back. I and the store contacted them several times, but we got no response. I disputed the charge with my credit card company and filed a complaint with the Better Business Bureau. Finally, after three months, I got my refund, but it was still $6 less than what I had paid, and they put a hold on my account to keep me from ordering from them again.

I called them about the disputed amount, and it took three months to resolve the issue. I did get my money back, but they still deducted $6 for shipping, even though it was supposed to be free. Honestly, I don't even care anymore because I never want to deal with them again.

So, my advice is to save yourself the headache and don't order from Free People.

I gotta say, I had a pretty bad experience with Free People. I ordered this dress on sale like three months ago and it was supposed to be delivered to Sydney, Australia. Let me tell you, it was a total mess. First off, the shipping took way longer than they said it would. I mean, come on, how hard is it to get something from point A to point B? And then, when I finally got the dress, it was like three sizes too big. I ordered a small, but it was practically falling off me. So, I decided to return it.

Now, here's where things really went downhill. Free People has this thing called "paid returns," but let me tell you, it made absolutely no sense. I had to pay another $20 just to send the dress back. And then, they told me that the dress was never delivered to the right address. I mean, what the heck? I spent a whole week on the phone with Australia Post trying to figure out what was going on. And you know what I found out? Free People was just lying to me so they wouldn't have to give me a refund.

So, I sent them an email with all my correspondence with Australia Post, and finally, they said I would get my refund in 2-3 business days. But guess what? Seven business days went by and still no refund. I was so upset, I sent them another email asking for a realistic estimate of when I would get my money back. And you know what they said? They couldn't even locate my dress! I mean, seriously? I had to forward all my previous emails just to prove that they had found the dress and promised me a refund.

Finally, they sent me another email saying I would get my refund in 2-3 business days. But it's been two weeks since then and still no refund. I am so angry right now. This whole company is a scam and a disaster. I would never order from them again.

I'm a big shopper, maybe even too much (if that's possible), and I gotta say, I've never dealt with a company like Free People before. I placed an order online exactly two weeks ago today, and when I checked the status of my order, it said "back order". I didn't hear anything from FP at all, and when I went back to the site, I saw that the item was in stock in my size (but now it's out of stock and they won't be restocking it). I emailed FP and asked them to either fill my order or cancel it, but I got no response. I waited a few days and still heard nothing, so I emailed them again, still being patient, but still got nothing. I know they got my emails because they responded immediately when I asked a product question.

I finally got fed up and emailed the corporate office, keeping an even tone and explaining how good of a customer I am and that I just wanted my order canceled. But still, nothing. And this was the corporate office! I've dealt with a lot of customer service issues in the past and I'm usually pretty patient and diplomatic, but this is just ridiculous. Free People still has my money and my order is still listed as "back order".

Honestly, I wouldn't bother ordering from Free People. They're overpriced and they clearly don't respect their customers. This whole ordeal has taken up so much of my time that I just don't feel like dealing with it anymore. Has anyone else had to deal with Free People and found an effective way to get their issue resolved?

I gotta say, I'm in the same boat as all those one-star reviewers out there. I feel like a real dummy for not reading them before I went and spent nearly ?1,000 on clothes from Free People. And let me tell you, it's been a real nightmare dealing with this company.

First off, when my package arrived, three items were missing. I called up customer service and the first person I talked to said I'd be refunded for those items. But when I didn't see that refund come through, I called again and the second person told me that the items were on back order and I wouldn't be refunded. And guess what? I still haven't seen those missing items.

Then, when I tried to return two items that didn't fit, I used their supposedly "free and easy" online UK returns system. But when I got to the shop to drop off the package, they told me the collect + label was out of date and wouldn't work. I called customer service and they said there was nothing they could do about it. So now I'm stuck with two items I can't wear and can't return, which is nearly ?400 down the drain.

I spent pretty much all of yesterday on the phone with customer service, and let me tell you, they're no help at all. They either straight-up lie to you or tell you something completely different from what the last person said. They'll tell you your problem is solved and that you'll get a refund or your clothes will be on their way, but none of that ever happens. It's beyond frustrating.

The worst part is that some of the clothes I got were actually really nice, and I'd love to keep wearing them. But since I'm in the UK, there aren't many outlets where I can buy Free People stuff. So I'm stuck with this mess.

If you're thinking about buying from Free People, I'd say buyer beware. This whole experience has been a total nightmare, and I wouldn't wish it on anyone.

Free People offers a membership that customers can join, that provides 15 percent off every purchase. However it is only offered in limited states; and yet, on their website and while using their app for purchases, it offers the club in a banner ad “want 15 percent off every purchase?”, and then when you click it says error. It is exclusionary at best and false advertising at worst. It should be offered to all US customers, or none.

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.

I placed an order today over 150+ which qualified for free express shipping. The problem is that it is when you order from their app which is only offered via Apple phones. I only have android.

I have been advised by reps/supervisor that I can place my order and then call to request the express shipping. They can contact the warehouse to change from free standard to free express shipping.

I received the worst customer service from a supervisor Memory, who told me that she couldn't do anything for me. I told her that I have requested free express shipping multiple times last year and received it. She kept on telling me that it can't be done. She told me their was nothing documented on my account that reflected any of my previous requests. I find that hard to believe as I frequently order online. Memory is very unprofessional, rude, and argumentative. She claimed that she has been working at free people for 12 years and seemed to act like she could be rude and not get in trouble. She was also purposely trying to get me upset and tried to gas light me.

I hung up with her and called back to speak with another supervisor Katrina who was able to properly assist me with my request. I also filed a complaint against Memory and requested a call back from Chris.

I can not stand people in customer service that think they can treat customers poorly and get away with it. They think they can be disrespectful and purposely instigate things and not be held accountable. These type people have zero appreciation for their jobs and lack integrity.

I sent back two jackets, had an email to say they had been returned to FreePeople and to expect a refund soon.

Three weeks in ~ no refund

Contacted chat line at FreePeople who said money had gone into my PayPal day after receiving the items. It hadn’t.

I told the person this who then said ‘as the refund hasn’t been made I’m passing you on to another department who will investigate it for you’

So this person lied!

No one else to contact