Free People
reviews and complaints

I gotta say, my experience with Free People was a total disaster. I was so excited to find out that they had the item I was looking for in stock at a store in California, which was only a couple of hours away from me. So, I decided to make the drive and purchase the item in person. When I got there, the staff told me that they made a mistake and didn't actually have the item in stock. I was so frustrated, but they offered to help me order the item online and even waived the shipping fee as a courtesy for the inconvenience.

However, the customer service agent I spoke to was a total mess. She couldn't figure out how to place a simple order and kept me waiting on the phone for 30 minutes. When she finally placed the order, I received an email confirmation that showed she had ordered the wrong color and failed to waive the shipping fee as she had promised. I was so annoyed and called back to speak to someone else. I begged to speak to a supervisor, but the agent denied my request.

I explained the situation to the new agent and she promised to correct all the mistakes. She took down the order in the correct color and finally waived the shipping fee. However, when I received the email confirmation for the next order, I found out that she had placed the order to the wrong address, even though I had explained where I needed it to go. Now, UPS is saying that it will cost me $221 to redirect the package to the proper address. This is just ridiculous.

Overall, the incompetence of the staff at Free People is astounding. They have zero customer service skills and their merchant practices are fraudulent. I have been charged for each of these mistakes and have no way of receiving the package or even coming into contact with it at all. It's just a total mess and I would not recommend shopping with them.

I absolutely adore Free People. Even when they get on my nerves, I can't seem to stay away from them because no other store carries the unique items that Free People does. Along with Free People, Anthropologie and Urban Outfitters are also part of the same family. Recently, I had a not-so-great experience with Free People, but they made things right in the end. However, I must say that I am not a fan of their return policy. If you return an item, they automatically refund your money and then you have to purchase the item again. If the item was on sale and the price has been lowered, they should allow you to exchange it, but they don't seem to care about that. This is not cool at all. I had to fight tooth and nail to get a dress that I never received even though the tracking indicated that it had been delivered. I told them that a refund would not do me any good at that point, but they said it was their policy and basically didn't listen to a word I said. Why wouldn't they want to keep my money? Anyway, I woke up one morning to find out that the dress had finally shipped and I received it a few days later. There was no apology email until I asked for it, and it took them 7 days to respond to my request. I had asked for an apology much earlier, but when I CC'd the service department while writing an email to the CEO, the chairman of the board for Free People, etc., one of the higher-ups finally emailed me back. They gave me an incentive to come back to Free People and purchase more items at a discounted rate. All in all, everything worked out in the end. They were able to take care of me, but I had to dock them one star because they used to be awesome in the past. I am absolutely obsessed with their clothing, and I will probably always be a customer, but their customer service agents are so robotic and unfriendly. I remember a time when I would call Free People super late at night and have a whole conversation with the associates working at that time. I would talk to all of them at the same time, and Free People's customer service used to be a lot of fun, even during the day. I don't know if they lowered the salary or what, but the agents there really seem like they don't want to be there.

I was just scrolling through the reviews of Free People and I gotta say, I'm not surprised to see so many people having issues with this company. I mean, I feel bad for them, but at least I know I'm not alone in my frustration. The customer service is just terrible, especially considering how much they charge for their products. You'd think they'd at least have decent customer service for those prices, right?

I had a similar experience to some of the other reviewers. I ordered a product and it ended up going on back order without any notification. I only found out after weeks of waiting and wondering where my purchase was. And then, to make matters worse, after even more weeks of waiting, they finally sent me an email saying they couldn't fulfill my order. It was supposed to be a Christmas present, so needless to say, I was pretty disappointed with how that whole process went down.

But that's not even the worst of it. Today, I had an experience that topped even that one. I placed an order and realized within minutes that my shipping address on my account was still my old address from before I moved in June. So, I immediately contacted them to ask if they could change the shipping address. And what did they tell me? They couldn't do it. I asked if they could cancel the order, but nope, that wasn't an option either. The only thing they could do was wait until it shipped and then try to reroute the package with the carrier. Are you kidding me? I've ordered from so many different retailers and never had this kind of issue before. And why can't you cancel your order? They told me I only had 10 minutes after placing the order to make any changes. 10 minutes! I emailed them about the issue almost immediately, but apparently that wasn't fast enough. It's just ridiculous.

To top it all off, I'm still waiting on a dress I ordered a month ago that got placed on back order. I can't even find the order number now to check the status, so I'm pretty sure I'm not getting that dress. But apparently, changing my shipping address within minutes of placing an order is just too much to ask. I'm done with this company. I'll never order from them again, and I'm definitely going to be writing to Anthropologie, their sister company, to let them know about my experience. Something needs to change with their policies. Do yourself a favor and don't order from Free People.

This company, Free People, is a complete disaster. They don't care about their customers at all, they only care about making money. Their inventory is a mess, and they can't seem to keep anything in stock. I've tried to order from them five times now, and every single time my order was confirmed and even marked as shipped, but I never received anything. They always cancel my order and say that the item is out of stock, even though it's still available on their website.

Just last week, I got an email saying that my order had been shipped, and I was so excited. But when I checked the tracking information, it said that the package was still waiting to be scanned by UPS. Then, out of nowhere, I got an email saying that my request for a refund had been received. I never requested a refund! I was still waiting patiently for my order to arrive.

They never apologized or even acknowledged their mistake. They just processed the refund without telling me and then sent me another email saying that my return order had been received. But I never received anything in the first place!

This has happened to me five times now, and it's not just me. Thousands of other customers have had the same issue. Free People is a multi-million dollar company that charges ridiculous prices for their items, but they can't even get their inventory and warehouse in check. They lie to their customers and don't care about solving issues or making up for their mistakes.

I order from a lot of different companies online, big and small, and I've never experienced anything like this. Free People has the worst customer service I've ever seen. They need to get their act together and start caring about their customers. I wish I could share my long, detailed review with you, but it got deleted. Just know that this company is a complete disaster, and you should stay far away from their website.

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

I received this bra in November 2021. It is now January 2022, meaning I have had this bra for less than 3 months. It came apart in the front, the glue holding the hem of the bra together was also not holding, basically completely falling apart, making it unwearable. I filed a complaint and was told that I have had it for "a minute". As in, it's been awhile, was hung up on, then when I finally got a hold of them they did not have the item in stock anymore, as they offered me a replacement and was only offered a 20% discount on approx $55 item. That is 11 dollars. That is absolutely unreasonable. I provided pictures and online receipt.

As I keep tracking my order of 3 dresses that they devided in 2 shipments I see that second shipment is in the status of "awaiting carrier pick up" for several days, and it's business days and no holidays. Upon calling manager was unable to do anything at all as order "was shipped " that's not what tracking says, especially the wear house it's being shipped from is in Philadelphia and my shipping address is in Philadelphia. What's also very interesting is that you can not live a review on google for them! Wow that makes me think maybe $400 for couple dresses are not worth it at all…..