Free People

This email I sent explains the entire story:
Good Afternoon,
I would like this to go directly to a manager or someone of higher authority. I will keep having to send the same email over and over again if I do not speak to a manager promptly. I am writing to express my frustration and concern regarding the ongoing issue with my refund, reference number_______. Over the past month, I have contacted multiple agents about the status of my refund, each time being assured that the amount would be credited to my bank account within "72 hours." Most recently, I was informed by another agent that the refund would be processed on August 15th. The refund has still not been posted.

This matter has become increasingly urgent as l am scheduled to move across the country this Saturday. It is important that this issue is resolved before then.
Today, to my shock, I received a large box from your company containing items I did not order and have never seen before. I assume these were discards meant to ship for another person. The package included a powder, green juice powder, vitamins, an outlet plug, and three pairs of USED AND DIRTY jeans, along with a letter stating that I am not eligible for a refund. This situation is unacceptable and deeply concerning. It appears that your company is resorting to sending random items in an attempt to avoid processing my refund. I do not want discards from your warehouse and it is utterly disgusting that your employees have the audacity to send a paying customer trash from your warehouse all to avoid giving me a refund for items I returned.

After talking to 14+ agents who just wasted my time and gave me the run around and this matter still hasn't been resolved, I have decided I will take this matter to social media. Hopefully then someone will take me seriously and I can inform friends and family that this company has messily thrown in their warehouse discards as well as 3 pairs of pants that I have never seen, crumpled pieces of paper in a box, treating customers like their personal garbage can.

I request that this matter be escalated ONLY to a manager immediately and that my refund be processed without further delay. I have never ordered or received the items mentioned, and I find it appalling that such tactics are being used to withhold my rightful refund.

This needs to be addressed as a priority and confirm that my refund will be issued promptly with no automatic messages and no run arounds.

I ordered a pair of the CUTEST pants for my birthday. After tracking it multiple times, I received the same message that the label was not created. Had no idea what that meant so I decided to call after 2 weeks. They told me that I needed to call in two days so they could open up an investigation. I called and they gave me the run around. I stressed to them that I did not want a refund. I just wanted my pants and was willing to wait for the replacement to be shipped. I called again and they confirmed that they did not know where my package was. Today I received an email that my money was refunded. I was UPSET. I called them back and they told me that I will have to pay and reorder them like I did the first time. WHAT? Makes no sense. I have had way better customer service from cheap places. Apparently I will be refunded in 3 days. I'm definitely not going to spend another $80 to most likely go through the same experience. I will NEVER ORDER FROM THEM AGAIN.

I ordered a pair of boots that never arrived, I was given the run around for a month, your order has been delayed, you should received it any time now, and last excuse you put in the wrong address, nothing but excuses and yet no money has been returned. Do not order from this store unless you want to give away free money...

They advertised $100 credit for $150 spent with some small print saying "see details". There was no link to the details even after I scoured their website. I placed 3 orders and each time it added the $100 credit to my cart. Now that it is time for them to "pay up" two weeks later, the details are available in the single emailed credit and say one per CUSTOMER. Well, I paid for one order and my husband paid for the other, but they are not even willing to admit we are two people. So guess what...orders are being returned and I just won't be shopping there anymore. I'm very disappointed in their misleading "bait and switch" tactics and their lack of customer service when overall I have spent over $600 there this holiday season. I won't be making that mistake again!

Online ordering is a disaster. They do not care about their customers if an issue comes up and will tell you there is nothing they can do. Their recent holiday promo was misleading and they refused to address my issue and flat out said they couldn't help me. Very puzzled how they have no contingencies or directives to resolve customer issues other than "sorry there's nothing we can do but let corporate know your concerns". Hesitant to support this company going forward.

Got tired of having items sent that was not at all the colour depicted. Huge false advertising. As well they do not have quality control. I was sent out a blurred lines dress which has a hole in it. As i live in canada, after exchange and duties, this was a huge amount of money.
When you call they offer you a 15% discount which is a slap in the face because the dress cant be worn with holes. When i returned the item, they never paid me my return shipping. It was there fault they sent out a damaged item.

Ive learned if i like something i Pinterest it and get it off Poshmark or ebay later.

Several items online in my purchase resulted in "out of stock" five or six days later. Inaccuracy of their inventory or fraud? Reaching out to customer service could have been a better use of time and energy. I experienced wrong and conflicting information and was unwilling to hear or help. The whole process leaves you drained, finding that no one takes accountability for things done or said. This purchase was my last experience with FP. I will never deal with them again.

The quality was really low, for the high price, and the materials and craftsmanship were very poor and comparable to some very low priced venues like Sh--ein which at least are dirt cheap!...Would never order anything from them again. Using them as rags around the house.

I ordered clothing from Free People on November 24,2022. The estimated delivery was December 7,2022. It is now December 23,2022, and there is no sign of my package. They use such a cheap means of shipping merchandise that it becomes the lowest priority for the post office. I spent 4 hours today driving around town trying to find this package and still don't have it.

While I do love the clothing and have been a loyal customer, for years, I have never been so poorly treated by customer service. An order was marked delivered and was in fact not. I was home at the exact time the notification came through. I attempted to get in touch with customer service via email, chat, website, and phone. After multiple attempts and hours of wasted time, I have gotten no response other than automated messages asking me to wait another 48 hours for review. My gifts that I paid good money for will not only not arrive in time for Christmas but they have my money and are not willing to take a call to help me resolve it. If they wish to sell to real people then they need to have real people servicing the customers not automated bots.

The shipping is terrible. If you are going to charge those prices have a better shipping carrier. The package marked as delivered and clearly not here. So disappointed. Never again will I order on line from free people Do better

I bought these sandals last June for $160. They are falling apart. Only worn for a few months. I have a $25 pair of flip flop that I wear all the time and they still look great after three years. If you enjoy being ripped off this is the place for you.

I have been a customer for several years...no problems. Recently I purchased a beautiful artisan necklace but had to return it due to dainty chain not being my style. I have been talking to customer service now for weeks trying to get my refund and even though I have proof from tracking that the return made it back...they have no record of item being checked in. I suddenly realized today that they think I sent back an empty box which explains their curt behavior with me on the phone. It had to have been stolen from one of their own employees working in the Warehouse. They said the only thing I can do is contact my bank and that I am basically out the $300 store credit I used on item as well.
I will no longer be doing business with this company and I urge others to think twice before ordering as well.

I ordered a dress that arrived after 3 weeks and it was full of lose threads and the embroided flowers were falling apart. The flowers are really crocked. I contacted costumer services and talked to atleast 6 people. One said that i could get 20% back if i wanted to keep it or i could return it. Then i get a message telling me i can only get 15% back and then i get another message saying i will only get 10% back. I paid tax to get it in to the country and was really dissapointed at the bad quality. I didn't get a return label and get told that if i want to retur the dress then i would need to pay for the return cost. This was my first time ordering something from them and last time. I haven't gotten a refund either and the costumer services have closed the chat on me 2 different times now so i can't talk to them.

Hi my name is Marcos Martinez please cancel my order you create the label but I contacted ontrac they said never pick up any package please I want my money back order made 02/10/24 and still no tracking again cancel my order I want my money back please please I save money every 2 week to buy the shoes for my wife birthday please cancel my order and I want my money back thanks

I used to love free people- quality has gone down the drain! Customer service is horrendous! Outsourced to India/sad sad new business model.
They say their return policy has changed however, you can't find the return policy anywhere online!

Delivery service seems unable to identify a simple address in the heart of California - if you don't live in the States, don't even bother ordering from this company, they will never find your address anyway. Customer helpline was unhelpful and underwhelming, told me to "wait" for their internal investigation, never got back to be with their findings/conclusions, never explained what happened with my package, never explained what had happened. I "got" a refund which has not arrived yet. Having such bad delivery service says a lot about a company - if these are their delivery standards, clothing quality is unlikely to be at a high standard. In conclusion: just order an Amazon dupe - cheaper, faster and more reliable customer service.

I returned an unused $100 free people belt with tags attached that they received on 8/25/23. They have still not returned my payment to me. They sent an email stating they had received it and stated they were working to refund me as quickly as possible. Not true. I interacted with possibly a free people bot that was supposed to be a representative that stated it would be maybe 15 days to return my money. Their return policy does not make any such statement.I have read better business bureau reviews regarding free people online returns having many issues with free people refusing to return payments to their customers. I've been a loyal free people customer for years and have a closet filled with their clothes. I will no longer support the company with my business, as they have made no attempt to support me as a valued customer
Buy at your own risk
Go read the better business bureau reviews
Shady

I returned an item bought for over £110 but despite posting it two months ago, I have still not received a refund. I have contacted customer service numerous times but they are still not providing the refund. Do not use this company. Free people cannot be trusted. Thief.

Ordered a gift card that should have been delivered in one hour….6 days later, still not there. Contacted them to be told that it was on hold for verification. No one contacted me!
Customer service sucks here'

I have cancelled an order from them more than a week ago and still haven't gotten my refund. $149 to the trash can. These people think you are an idiot telling you "wait 24 hrs it will be ready" or "we have escalated this issue" each time you try to contact support team, wonder how their website is still on given how little respect they have for the customers

They took the wrong amount out of my account 150 dollars too much and still waiting for my money back... more than two weeks and many frustrating emails later. They just keep sending standard replies, not looking into the issue at all. I logged the issue with Paypal now. Never ever buy from them again

Returned a dress that looked TERRIBLE (in my opinion) in person! Returned dress immediately and proved mailing and tracking and date of Free People's receipt of returned item. I have documentary proof of delivery back to Free People. Was told by one agent that their policy is to credit account within three weeks after return. Took several calls to some uninformed and rude customer service staff to get money refunded after several days. Very bad experience. Usually love their clothes and was a good, repeat customer. But at this time, I am so angry and disappointed at the way I was treated by their representatives, I seriously doubt I will order again from them! Would rather buy in person in a store because I usually love the brand.