I would feel safer ordering on Facebook from an unknown Chinese retailer than ordering from Free People. Orders placed with next day shipping haven't been received a month later and every customer service rep has a different story. All of them are contradictory and essentially lies. While I like the clothing, the customer service- particularly the shipping- is an absolute nightmare. I order online almost daily and have never encountered worse service. This company needs to get it together.
I ordered 3 dresses 6-15-18, next day air. I was informed that it would arrive 6-19-18, but was heading to the wrong address- an address that hasn't been on my account for almost 5 years. Immediately after receiving the shipping confirmation email, I called FP to see if it could be stopped. They told me we could submit a reroute request but I would have to do that separately for each item, even though they were ordered together!! So I had to wait for each email, call customer service and request a re-route. None of them were successful and the items were returned to sender. I called over and over and over asking where my items were. I was first assured they would arrive any day, then told that there was no order for them, then told that one of the items wasn't in stock the day I ordered it, so it wouldn't be arriving. Um, really. The item was shipped out! It obviously was in stock. 7-3-18, I shockingly received one of the dresses. I called to see where the others were. The customer service rep had no record that the dress I received had ever even been sent. I hoped that the other two dresses would also arrive, but they didn't. She told me she created a new order and would have them sent ASAP- at that time, they were both in stock. Yesterday, I sent another email- received no response. I've sent numerous emails, only one of which has received a response. Today, 7-14-18, I called yet again and was finally refunded my money on the dress that was "out of stock" and was told the other remaining dress would arrive 4 days from now. I actually wanted the dresses so I'm really unhappy about this "resolution". FP's customer service via FB Messenger told me today that the dress I've already received is in the process of being returned to them and once it was received, they would send it to me immediately. Keep in mind, I ordered this dress a month ago and received it a week ago. They have no clue.
I have no advice to give others about how to handle problems with this company because each and every customer service rep I've reached has given me a completely different story about my order, warehouse/shipping practices, etc. I would suggest never ordering from this company if you need the item for an event. Always have a backup plan because next day shipping with Free People is not as it seems.
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