Free People
reviews and complaints

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…..

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.

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 :)

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.

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.

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.

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?

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

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.

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?

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?

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.

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.

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.

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.

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)

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]

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!

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!