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Free People
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4.1 241 Reviews

Free People Complaints Summary

1 Resolved
44 Unresolved
Our verdict: If considering services from Free People with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Free People reviews & complaints 64

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Newest Free People reviews & complaints

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G
3:12 pm EST

Free People Refund for returned items they receive 2/10/21

I sent my pckg as directed with packing slip and address label on 1/25/21. After NOT hearing from them I tracked it and noted it was received on 2/10/21. The online chat is useless and gives erroneous info, saying refund was issued on 1/28/21! Not possible. I called and talked to a real person who confirmed that info was not correct and she found the return info and said they it could be another week as they were backed up. Well its been 2 weeks and not a word from Free People! This is ridiculous! Please help.

Desired outcome: Get my refund

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S
11:19 am EST

Free People Unresolved issue

I returned a quilt to anthro 3 years ago and then said they never got it. they put a hold on my account and I havent been able to buy anything for the past three years. I have called them 4 times and they keep telling me I will get an email with in 2 days.. NOTHING. absolutely no help. and actually very rude
You guys are saying I need to pay for it. And that is not happening bc it obviously got lost in transit. TAKR THE HOLD OFF OR I WILL GET MY ATTORNEY INVOLVED :)

Desired outcome: Take hold off my account

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2:48 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Free People Customer service

I've had one issue after another with orders over the past 6 months! Who's running this place? Everytime there is an issue ( & I can't be specific because if it's not one thing it's another) customer service just says there is nothing they can do & they just give a blanket statement. They never offer a resolution. They do nothing at all! They do not care about their customers at all.

Desired outcome: An improvement in their resolution of problems that customers have if nothing they should be out of business

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M
1:35 pm EST

Free People Never received item and won't refund me

I ordered a pair of boots on Dec 10th from the free people online store, they never arrived and the USPS tracking stopped tracking the package on Jan 14th. I tried to send them multiple emails and chats too, their terrible customer service is always trying to make me lose time telling me they are late with the refunds, and to wait sometimes 24hrs up to 3 days. nothing happened so far, I have no money and no product. I would like the refund of my money.

Desired outcome: refund

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M
9:53 am EST

Free People duster

I ordered a very pricy velvet Duster. When arrived it was poorly packed. The person who packed it didn't fold it, just rolled it like a ball. It came so wrinkled that seriously it didn't look good after i left it hanging . My last two experiences with online Free people shopping has been awful . One package was lost, although the company replaced one item ? it never sent the complete order, so I was out of Christmas gifts for my daughter .
I have been a loyal FP costumer, but since the pandemic i cant shop in the store. I don't think i will try online again. I don't think i should be charge for the item and you should be responsible and send me a better product .. ALSO the color was so off. IT SAID CHARCOAL and it was not . it was PURPLE.

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5:04 pm EDT
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Free People No response to return order

Order nr. FP03004050 returned to the UK office. According to the track and trace system it was delivered on Monday 15 June. I did not receive a confirmation of receipt or any message related to my refund. I have tried to receive an answer through the chat, no reply. There is no option to send an email. Where is my item? When can I expect my refund?

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N
5:50 pm EDT

Free People horrible customer service representative

Hello,
I had the displeasure of working with Bendrianna who has no idea of anything she is doing there as a customer support representative! She was horrible, and when I asked to be transferred to a manager, she just put me on hold without transferring me. She gave me NO information as to why the package is lost in space. Didn't catch the mistake as to why is wasn't delivered. Just said, "if the package appears, then you can send it back". Without even knowing where the package is, how would the package magically disappear? she was useless, really aggravating and a major waste of my time.

Then, of course I had to call back since she didn't do her job and wasn't directed to her manager. I was helped by Zyteria WHO WAS AN ANGEL! She was amazing and gave me all the information I needed with support on how to fix the problem. She even figured out exactly what the problem was in a matter of 2 min.

Bendrianna's answer to all of my questions was, "I am just following protocol" You guys should have a serious re-training session with her. She will send your customers on a bottomless tailspin.

When asked to be transferred to a manager, they should not be allowed to keep someone on hold for their pleasure.

Thank you!
Nora

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B
9:22 am EDT

Free People unprofessionalism

I used to shop daily at your location in the SH mall in Short Hills, NJ... that is until the manager Allie started working.
She is completely miserable and so unprofessional ie. always on her phone / rolling her eyes.
I started shopping at GSP location to avoid her...now I just went in the other day and SHE IS NOW THE MANAGER THERE?!

How do you hire someone like her to represent your company?
I spend thousands of dollars at FP and being that it is supposed to be a magical experience I would expect the employees to be magical, not miserable.

I walked in, she did not even look up from her phone ONCE to greet me and in addition...was SO nasty when I asked for her help which I dreaded doing.

I doubt this will get taken care of as when I complained about her at SH... I never received a single respone.

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8:03 pm EDT

Free People return item

Worst Service Ever!
I thought that I was purchasing a shirt, however I was sent a very cheap crossbody made of cotton for $40. The explanation was that the model was wearing the bag in the photo. When looking at the photo you can't even see the bag, the attention is focused on the shirt. I returned the item back to them one month ago, and was told the package was still in route. Also, the manager stated when a return shipping label is sent by free people, the return goes around the world before it gets to them, and it will take another 3-4 weeks before I receive a refund. (UNACCEPTABLE)
I've been waiting on a dress that I purchased one month ago, I also inquired about that order too. I was told that It was on back order and I should receive it sometime around the middle of June, REALLY! Why wasn't I not made aware of the delay? No apology from the manager Jacqueline who is located in Augusta Ga. at all. The customer service representative Ryan's voice was so unpleasant, and she lacks people skills. Very poor customer service! I advise that I was quite disappointed, and the company isn't as upscale as I imagined. The quality of the clothes is very cheap, and it takes forever to receive your merchandise when ordering on line. I highly do not recommend Free People! The clothes are over priced, and Customer Service is extremely poor. Signed no longer a customer

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2:16 pm EST
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Free People online shopping

Hello, I feel I am being falsely accused of discount abuse. I do not work for Free People. I simply as asked for a promo code. Most of the TV talk shows advise shoppers to always ask for a discount, a promo, free shipping and price matches. I have spent thousands at Free People. I am being told by Free People that I am not able to make purchases for simply asking for a promo code. All my friends do it. When a customer service person does not give one people call back and another person will. I have had to get my friends to buy for me from Free People. I have proof from all the people I know that Free People customer service does give Promo Codes depending on who answers the phone to take the order. Why is Free People discriminating against me?

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J
9:44 pm EDT

Free People charged for clothes I never received, customer supervisor shanon #3297 should be fired

I purchase over thousands of dollars from Freepeople each year. THE INTERNET IS THE WORST and HORRIBLE customer service! They charged me over $700 for items that were never sent to me! I called and e mailed customer service several times. Shannon #3297, the supposedly supervisor of customer service who should be fired, basically said F you! She was amazingly rude, and said I'm S--- out of luck! you can listen to the p;hone call if they kept it. DO NOT ORDER ONLINE it is such a rip off.She said Im past the complaint dates, I complained staring Feb 24 2018 when they said it was sent and i never received it, this was only 2 weeks after my order and another time on March 19 2018 again only 1 1/2 weeks later.
I have proof of several e mails and the 45 minute phone call where I was nice at first till she said "too bad for you" what the heck kind of service is that?

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N
1:34 pm EDT

Free People product sent to wrong address, returned, never received, dishonest customer service

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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M
4:43 am EDT

Free People Never deal with them

They provide more issues, than joy. I will never order from them again, I don't want to go through the same. They seem to be a serious company, so why do they make so terrible mistakes?
The delivery takes forever. The clothes are cheap and I got my dress in the wrong size. It was wayyy small and impossible to put on. The return process is a mess and nothing else. Their policies have nothing to do with what's going on when it comes to returning. They make up different fees for that and this and your refund will be partial.
I don't know whoever needs this mess in their life. It's not worth your time and money. Run away and never look back.

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11:12 pm EDT

Free People product, delivery and refund

I ordered a dress on sale almost three months ago to be delivered to Sydney Australia. I have experienced too many extreme problems that should not happen with an established company like this. Firstly the shipping took twice as long as it said it would. I ordered a size small but the dress was practically falling off my body it was so huge. I decided to return it but their so called paid returns made absolutely no sense. I paid for the return myself which was another $20. They told me that they dress was never delivered to the correct address. After a week on the phone to Australia post i realised that free people were just lying so that they wouldn't have to give me a refund. I sent an email with my correspondence with Australia post and they finally replied back saying that I would recieve my refund in 2-3 business days. After 7 business days had passed I was obviously upset and sent a follow up email asking for a correct estimate of how long my refund would realistically take. They had the audacity to try and tell me they couldn't locate my dress again. After I forwarded all my previous emails in which they admitted they found the dress and would issue my refund they sent another lying email saying I would recieve my refund in 2-3 business days. It has been two weeks since then and still no refund. I am so livid this whole company is a scam and was a disaster since the beginning.

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4:24 am EDT

Free People the worst customer service I have experienced

Hard to express my feelings, but I'm extremely disappointed and angry at the same time. I placed my order two months ago and didn't get its confirmation. I couldn't reach them via phone, so I wrote the several emails and they finally replied. They said they were sorry and offered me a free express delivery. Ok, nice. It's been a week, still nothing. I thought that express delivery means fast, quick, as fast as possible. No?
They have let me down because what I ordered was a present for my father.
This company is the worst one.

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5:46 pm EDT
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Free People packaging of item

Order Number: F141528958 - Suede oversized Trucker Style Jacket M/L

Free People - to Customer Care Dept

Received today, on time - I like the jacket but I do not like the way it was packed, causing serious deep creases throughout the garment - with suede it is not easy to remove deep creases! As I do like the jacket and it's awkward for me to get to the post office to return it, I shall keep it and hope to at least improve its appearance by hanging it in the bathroom from time to time - though the creases are major, so I'm not optimistic. I shall have to go for the very rumpled look!

The garment came in a big box but was ROLLED! in a roll so small that a lot of packing had to be added to the box. Now using the same size box the jacket could have been nicely folded with a bit of tissue and it'd have arrived almost pristine - like the photographs. It didn't. also, it's not "pink" and the sleeve lining is nowhere near as bright pink as one of the photographs. That part doesn't bother me much - the creases, however, do.

Perhaps, to save other customers the same disappointment you might tell your packers they should treat suede (not cheap) with a little more thought and care, and pack accordingly.

Yours sincerely
Maisie P. Clark (Mrs)

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7:22 am EDT
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Free People shoe rack

An additional has been placed by user from Sharjah for all household stuff from Which we picked up shoerack which he said for 250 but now when we went for pickup he's saying my wife has changed her mind and now we want to sell it for 400.
He called us all the way from international city till Sharjah during daytime fasting and we had to return, I tried sending my relatives but still he says the same thing and fooling all of us. His name is farshad-[protected]

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3:27 am EDT

Free People taxes and fees!

I have purchased a jacket from FreePeople and paid for my product and extra money for shipping. My order arrived pretty fast and I was impressed with such a quick delivery. And worst had only awaited me.
When I arrived to pick my package I was told that I had to pay extra taxes and post fees! I had no idea about these extra fees and FreePeople did not tell me anything about that.
Post office said that they were not able to give me my package until I pay. I refused and went home. When I came back I immediately contacted FreePeople customer service and asked for a refund. They refused and said that if will not pick the jacket from the post office it will be sent back FreePeople within a couple of weeks. So they literally said that I lost my money and they were in a safe position. Total scam and joke! Avoid and don't buy from this cheater company!

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2:38 am EDT

Free People the most terrible company I have ever dealt with

Ordered some clothing from www.freepeople.com and it was quite a big order and I paid a lot (about 500$). When my order came two items were missing so I immediately went online and contacted customer service. But they actually did not care and replied very slowly. They told me that they can send out the missing items but I have to pay extra for the shipping and taxes!
I refused because it was their mistake and their responsibility.
I sent another email and they did not reply. About two weeks passed and they said that they said the same thing again - I have to pay extra!
Terrible, disgusting, horrible!
I am a frequent online shopper and never ever deal with such a terrible company! FreePeople is the worst place ever!

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Jan Gan Boyd
, US
Aug 13, 2018 9:47 pm EDT

I SOOOOO AGREE. customer supervisor Shanon #3297 should be fired. Internet stinks, they charged me over $700 for items i never received

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D
2:39 am EST

Free People never again!

I ordered several items from FreePeople online shop. The shoes I ordered were way too small and the jewelry was rubbish and looked nothing like the pictures on their website. I contacted their customer service and asked for a refund. So I returned everything. It took almost two months for me to finally get a refund and the only reason why I got it was that I opened a dispute through PayPal. Absolutely terrible customer service. They even threatened to not issue my refund until I closed my case with PayPal. I'll never order anything from them again!

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Free People Customer Reviews Overview

Free People is a popular online retailer that offers a wide range of bohemian-inspired clothing, accessories, and footwear for women. The website has received numerous positive reviews from customers who appreciate the brand's unique style and high-quality products.

One of the most commonly praised aspects of Free People is the variety of styles available. Customers love the brand's bohemian aesthetic, which includes flowy dresses, embroidered tops, and statement jewelry. Many reviewers also appreciate the range of sizes offered, which includes petite and plus sizes.

In addition to the stylish clothing, Free People also receives high marks for its customer service. Many reviewers note that the company is responsive to inquiries and quick to resolve any issues that arise. The website also offers free shipping on orders over a certain amount, which is a big plus for many customers.

Another positive aspect of Free People is the quality of the products. Many reviewers note that the clothing and accessories are well-made and durable, which makes them worth the investment. The website also offers a variety of eco-friendly and sustainable options, which is a big draw for customers who are concerned about the environment.

Overall, Free People is a highly regarded online retailer that offers unique and high-quality clothing, accessories, and footwear for women. With a wide range of styles, excellent customer service, and a commitment to sustainability, it's no wonder that the brand has received so many positive reviews from satisfied customers.

Free People In-depth Review

In Summary: Free People offers a bohemian-inspired selection of clothing and accessories that cater to the fashion-forward woman. With an easy-to-navigate website and a wide range of unique styles, shoppers can enjoy a seamless online shopping experience. While prices may be on the higher side, the quality and distinctiveness of their products often justify the cost. The brand's commitment to sustainability and ethical practices adds to its appeal, although more transparency in this area would be appreciated. Customer service is responsive, and the return policy is reasonable, ensuring a positive experience for most customers.

Website Navigation and User Experience: Navigating the Free People website is a breeze, with a clean layout and intuitive design. Categories are well-organized, making it easy to find specific items or browse collections. The site's search functionality works well, and filters help narrow down choices efficiently.

Product Range and Selection: Free People boasts an impressive selection of clothing, accessories, and beauty products. Their range includes everything from casual wear to formal attire, ensuring there's something for every occasion.

Style and Aesthetics: The brand's bohemian, free-spirited aesthetic is consistent throughout their collections. Free People's style is unique and recognizable, appealing to those looking for a blend of vintage and modern influences.

Sizing and Fit Guide: Free People provides a comprehensive sizing and fit guide, which includes measurements and international size conversions. This is incredibly helpful in selecting the right size, although some customers note that sizing can be inconsistent across different items.

Product Quality and Material: The quality of Free People's products is generally high, with attention to detail and use of durable materials. However, some customers have noted that the quality can vary, so checking reviews for specific items may be beneficial.

Pricing and Value for Money: Free People's pricing is on the higher end, reflecting the brand's positioning as a premium label. While some shoppers may find the prices steep, many feel that the unique designs and quality materials provide good value for money.

Online Shopping Experience: The overall online shopping experience at Free People is positive, with a user-friendly website and appealing visual content that enhances the shopping journey.

Payment Options and Security: Free People offers a variety of payment options, including major credit cards and PayPal. The site uses secure encryption technology to protect customers' personal and payment information.

Shipping and Delivery Services: Shipping options are flexible, with standard and expedited services available. International shipping is also offered, although delivery times and costs vary by location.

Return and Exchange Policies: The return policy is fair, allowing customers to return items within a specified period. Exchanges and refunds are typically processed promptly, though some exclusions apply.

Customer Service and Support: Customer service is accessible and helpful, with multiple channels for support including phone, email, and live chat. Response times are generally quick, and representatives are knowledgeable.

Environmental and Ethical Practices: Free People is making strides in sustainability and ethical manufacturing, with initiatives like FP Movement and a focus on eco-friendly materials. However, more detailed information on their practices would be beneficial for conscious consumers.

Customer Reviews and Testimonials: The website features customer reviews and testimonials, which are helpful for gaining insight into the real-world experiences of other shoppers.

Loyalty Programs and Discounts: Free People offers a loyalty program known as FP Community, which provides exclusive discounts, early access to sales, and other perks to members.

Brand Reputation and Industry Standing: Free People has established a strong reputation in the fashion industry for its distinctive bohemian style and quality products.

Social Media Presence and Engagement: The brand has a robust social media presence, with active accounts on platforms like Instagram and Facebook. Engagement with followers is high, and the brand often showcases customer photos and stories.

Accessibility for International Customers: International shoppers can enjoy Free People's offerings, though shipping costs and delivery times can be a barrier for some.

Collaboration with Designers or Influencers: Free People frequently collaborates with designers and influencers, which keeps their collections fresh and trendy.

Website Extras (Blog, Lookbooks, Style Guides): The website features a blog, lookbooks, and style guides, providing inspiration and fashion tips to shoppers. These extras add value to the customer experience and help in decision-making.

Overall Satisfaction and Recommendations: Overall, customers are likely to be satisfied with their experience at Free People. The brand's unique style, quality products, and commitment to customer service make it a recommended destination for those seeking bohemian-inspired fashion.

How to file a complaint about Free People?

Here is a comprehensive guide on how to file a complaint against Free People on ComplaintsBoard.com:

1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Free People in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with Free People.
- Mention key areas of concern, any transactions with the company, steps taken to resolve the issue, the company's response, and the personal impact of the issue.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents but avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission Process:
- Submit your complaint by clicking the 'Submit' button.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure each step is clearly defined to guide you effectively through the process of filing a complaint against Free People on ComplaintsBoard.com.

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Contact Free People customer service

Phone numbers

1 800 309 1500 +1 (212) 647-1293 More phone numbers

Website

www.freepeople.com

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