Free People

Bought $500 boots that fell apart after 3 wears and they said "we are really sorry" They didn't offer any kind of follow through with their product.

Avoid at all costs. It's impossible to talk to customer service. They put you on hold forever. Too much hassle for online purchase

Looking through my closet I can across two Free People tops, one worn 2or 3 times not washed yet & one NEVER worn w shreds in them from just hanging there, nothing else in the closet had any damage.

Recently I purchased a pair of shoes from free people, several days passed, and the shoes hadn't left the warehouse, so I called to cancel my order, the first lady told me that they would refund me and if the shoes came I could keep them, well that turned out to be to good to be true. Some days later another box arrived on my door step, to my surprise another pair of the same shoes, immediately I called free people to let them know there was a mistake and I would be returning the second pair of shoes, fast forward a few days fraud protection emailed me, claiming I was trying to keep both pairs of shoes, when initially all I was trying to do was return the one pair. I called fraud protection and the representative teddy like the bear she stated was no help she had a attitude, I asked to speak to a supervisor, she told me there was no one available and to top it all off, I want to send both pairs back and they have enough nerve to be charging me for both pairs, taking money out of my account, I would have never accepted supposedly the free pair of shoes, free people offered that to me because shipping was lacking on their part.In closing I used to love free people products, now that is no longer the case, I initiated the call to them to return the second pair I didn't order, sadly in the end I would never order from them again and don't believe when a company says, it's on us because of our mistake, nothing in life is free.

My order does not look like the picture on the website! They don't answer emails. And it was quite expensive. I will never order there again.

Although I'm a repeat customer, Free People cancelled my order of +$300. I used the same payment method, and billing and delivery address were the same. I didn't see the cancelation email that FP sent because as soon as you place an order, you're inundated with their emails. I received 10...yes TEN emails over the course of 3 days...ridiculous! And that's why Apple invented "hide my email", to protect users from marketing madness like this. When I did find the cancellation email from FP, it gave me quite a homework assignment. I needed to contact my credit card co. And collect authorization info, and then contact PayPal to also get an authorization number from them. I was then to take all of this and email it back to FP, all for the PRIVILEGE of paying them +$300! When I contacted FP fraud department about this, they could not show me enough through their words and actions how little they cared about me as a customer. There was no apology for the inconvenience, there was no offer to place the order again, nor was there an offer for a discount on future purchases. Also, when I did find the cancellation email, it looked totally suspicious, including a phone number that I could not find anywhere on the FP site. Clearly FP does not value me as a customer and I have gotten that message loudly and clearly. I'll be happy to take my +$300 and shop somewhere where I'm treated as a valued customer. There's an old saying in business: anyone can make a one-time sale, but a business's livelihood DEPENDS on repeat customers. From all of these reviews here, it seems I'm not the only one. Adios Free People. Glad to be Free of you!

I purchased an item - the entire way through the purchase I was told the same price, later to find I was charged in USD (I live in Australia). I wrote to customer service thinking I'd made a mistake and told them that it must have been because I accidentally used the US site. Not once was I corrected, they let me believe it was my mistake for not finding the Australian site.

I am aware there is a US site - which is why I searched for Freepeople Australia and found what I thought to be, and what is advertised to be an Australian site. I made another purchase and was once again advertises one price yet charged another. I contacted customer service again and only this time did they fess up and say that there is no such thing as an Australian site. I sent them pictures of the website which states it's Australian, I was given a pathetic "sorry this happened", and no explanation as to why I wasn't corrected the last time this happened so that I didn't make the same mistake again. Customer service took no responsibility for the fact that their multiple websites are misleading, or that their customer service didn't inform me as to why this happened the first time, leading me to make a similar mistake the second time. Now I'm stuck with a dress that was advertised at $77, but $118 was taken from my account. I feel intentionally misled/scammed, that the price was falsely advertised on an Australian website which still uses USD.

Love that free people has their own individual look that nobody else has. Good customer service and they make returns easy if something doesn't fit

It started when I ordered three items online for delivery to Canada. You would assume when you put in a Canadian address that the prices are in Canadian dollars. But nope, they are not. I printed up the invoice and it said $160. You can imagine my dismay when my credit card converted everything from American to Canadian dollars. So now I'm out $220. Free People decided to charge me $26 tax. Then the courier company decided to ALSO charge me $26 tax, plus a service charge and duty. They wanted an additional $76. At this point I told the courier company to return the stuff to free people. Apparently it will take 4-6 WEEKS to get my refund. I then called Free People and attempted to explain that had I not been double charged tax, the whole duty problem could've been avoided. Attempted to order just one item over the phone whereby the associate was able to make sure no taxes were charged. Got that all sorted out. Then got a confirmation email with a picture of the item, wrong colour. Called back and was told I needed to cancel the order and then re-order in the desired colour. Except now desired colour was out of stock. Said never mind, I'll just keep the order as it is. An hour later, new email telling me the order has been cancelled. Called customer service. Told it was a system cancellation and I have to wait a few days for someone to reach out to me. Their stuff is nice and unique. But it's made in China and not great quality. Everything costs literally 3-4 times what it should. The customer service is a joke. They don't know what they are doing. If you are ordering from anywhere outside the USA, don't. They are gonna add taxes that shouldn't be added, then add some more just because.

I am DONE with freepeople.com. It is June 23,2015 and they are still processing returns from THE END OF MAY?! My return was delivered there on June 9th and it has STILL NOT BEEN PROCESSED FOR MY REFUND! This is absolutely ABSURD! The Customer Service associate was nice, but the continuing excuse that our department is behind is OLD. Returns SHOULD NOT take 4-8 weeks to process... it is 2015! Most companies process returns in at LEAST 1 week. This is the SECOND time this has happened and I vowed the first time that I would never shop with them again... MY MISTAKE! Oh, and let me not leave out that you cannot cancel an order (even if you LITERALLY call 3 minutes after the order is placed) because they will say that it is being packaged. REALLY?! Who do you think you're fooling? I'm positive that THREE MINUTES after I've placed an order that it is NOT being packaged to ship ESPECIALLY when it DOES NOT ship out for AT LEAST another FIVE days. Freepeople.com you are FULL OF IT! I hope that NOBODY EVER orders from you again because I SURELY WONT!

I will never buy from here again. My order has not shipped after 3 weeks. Customer service
Said they will let me know when it does? Never again.

Stay away! They shipped product to wrong address. I never received.
They refuse to refund my account.

I shop alot, probably too much (If there is such a thing) and I have NEVER EVER dealt with a company like Free People. I placed an order online (exactly two weeks ago today). I checked status as to when the order would be delivered and the order was listed as "back order". FP didn't contact me at all and, when I went to the site, they had the item in stock in my size ( the item is now out of stock and they will not be restocking it). I emailed FP and requested they fill the order or just cancel it, NOTHING. I waited a few days NOTHING. I emailed again, still pretty patient, NADA. I know they received my emails because I sent one asking a product question and they responded immediately. I finally got fed up and emailed the corporate office, I kept an even tone, and detailed how good a customer I was and just wanted the order canceled. NOTHING and this was the corporate office. I have resolved MANY customer service issues and am pretty patient and diplomatic. I wish I could tell you the issue has been resolved or there were details that I perhaps left out NO and NO. Free People still has my money and my order is still listed as "back order". JUST DON"T BOTHER ordering from the over-priced retail establishment known as Free People because they have no respect for their customers. This has consumed so much of my time that I just don't feel like dealing with it anymore. Has anyone found an effective way to deal with Free People?

Order was placed and paid for twice. Order was cancelled TWICE bc they said they were "unable to locate it".
TERRIBLE CUSTOMER SERVICE. WILL NEVER SHOP HERE AGAIN.

FRAUDULENT UTTER INCOMPETENCE

I was told initially via the website and phone service that the item i was looking for was available and in stock at a store in CA nearly 2 hours away from me. I drove hours just to purchase the items I was told were at the store. I arrived and staff said they made a mistake and didn't have the item. Then they put me in touch with customer service to order the item due to the inconvenience they caused me. Customer service agent said she would send the item and waive shipping as a courtesy for the trouble they have put me through. She could not figure out how to work the computer system and kept me waiting 30 minutes to place an extremely simple order. Once she finally figured out how to place the order we hung up the phone. I looked at the email I was sent confirming the order and it showed that she had failed to waive the shipping as she had promised and that she had ordered the item in the wrong color despite the fact that I specifically mentioned and confirmed the color choice numerous times. This was both a waste of my time and another of many aggravations. I called back and this time was put on the the phone with someone new. I begged to please be transferred to a supervisor because I needed the issue resolved and didn't have time to keep dealing with this frustration and scam tactics. She denied my request to speak to a supervisor. I explained to her the 2 previous mistakes the company had made and she promised me she would correct all the mistakes. She took down the order in the correct color and waived the shipping finally. Then I got the email confirmation for the next order and it revealed that she had placed the order to the entirely wrong address despite the fact that I explained where I needed it to go. Now UPS is saying it will cost 221 dollars to redirect my package to deliver to the proper address. This is just a mess and the incompetence of the staff at this company is astounding. Zero customer service. Fraudulent merchant. I have no way of receiving the package or refusing it or even coming into contact with it at all. I have been charged each of these times.

If I could give 0 stars I would. Free People had been my favorite store for years. My entire wardrobe was Free People. The past year their customer service has just been ATROCIOUS! I refuse to spend another dime there. I called customer service once because my package had never been delivered. I offered ring doorbell footage to prove it was not delivered or stolen and customer service simply stated there was nothing they could do about it. Another time I was sent an item with the security tag still on it and I don't have a store within 100 miles of me so I called to see if I could bring it to another store or exchange it since the item was now out of stock. Customer told me that if I sent it in to get the security tag off they couldn't send back the same exact one and that I would have to wait and see if it came back in stock. I was absolutely done with Free People but I had gotten an email of a promotion where you could spend $150 and get a $100 gift card. I decided it was such a good deal I had to do it. The order was delivered and it was ill fitting and damaged upon arrival. I contacted customer service to see how I could return/exchange it to receive a gift card and they told me I couldn't exchange it or get another giftcard! I understand these policies aren't made by the customer service representatives talking to me on the phone so I am always very respectful but many times they are rude and will hang up the phone in the middle of the call.

In store I have only had amazing experiences. The employees are always so helpful and kind! If you are going to buy something from this store buy it in person try it on and make sure there are no security tags in it because you will never be able to return!

I want to love Free People SO BADLY. But I can't support this anymore.

1st Red Flag: Sizing issues are serious, and returns aren't free. I can't tell you how many shoes I've ordered from FP in the last few months - thousands of dollars - and sizing is consistently inconsistent; I don't know why I keep expecting otherwise. It would be one thing if shoes were all from a different brand, but their brand alone has yielded everything on the spectrum from way too small (like, this has to be a mistake) to way too big, literally stepping out of boots. Every return comes with a $5.95 fee, so you can see how they're gaming the system to make even more money.

2nd Red Flag: After patiently awaiting my most recent order - more shoes, yes I have a problem - I received the wrong order. Not only was it the wrong order; it was left by the delivery person in the street in the rain. Ok, that's USPS's problem - fine... but still. The real kicker is that when I called to explain that I received pajamas (seriously) instead of boots, even though the correct invoice was in the box, they refused to arrange a pick-up service. Scoffing at this inconvenience, the representative told me "Well, you won't need to pay for it since it was our mistake." You're damn right about that - since when are customers expected to pay for returns anyways? Oh I already complained about that.

Last, and Final Red Flag: More tales from my most recent order. As usual, the boots I was most excited about didn't fit at all. So I lumbered through the streets to carry this huge box back to the post office, sent it along, and never heard from FP again. Until I reached out to them a week and a half later for an update. Only then did I get the "we received your order" email that really should have been generated automatically - like every other store.

Why can't FP get their s*** together? All I want to do is give them my money. What a shame - I love the styles, but I'm thin on patience. It was fun (not) while it lasted.

I've bought a few things from FP and on my most recent purchase I've found Customer Service is appalling.
I ordered a jacket in May; order accepted, payment taken, no issues.
Scrolled through to the bottom of my email confirmation a few weeks later to find a note in the small print to say the item I had ordered was not in stock again until August.
Thinking I might have missed this notification when ordering, I went through the ordering process again and got to the ‘pay now' button, again with no notification that the item was on back order.
I emailed FP to ask for clarification; not only does it take a long time to get a response, a different representative responded on each occasion and never seemed to have read the original or previous emails and be willing to listen and respond. Each email gave the minimum response and information, and put the onus on me to find a positive resolution; they clearly didn't care about the original error or want to support me in solving the problem.
I was due to be away at the time my order was meant to be dispatched and was told that:
I couldn't change the address(even though it hadn't been dispatched and wasn't due to be for over a week);
I could cancel my order(which I didn't want to do).
After asking for further clarification, I got an email to say my order had been cancelled. No further explanation, no reference to where I had requested this(I hadn't), no addressing the issue around the product being on back order without any notification being given.
I get it's not the biggest thing considering what is happening in the world right now, but their stuff costs a small fortune and they should be putting some of their profits at least into some quality customer service.
I won't be buying from here again and would recommend avoiding at all costs; it's just not worth the hassle when something goes wrong.

I really love free people. Even when they tick me off, I can't step away from the company and because there are no other stores that carry the kind of stuff free people does. Along with FP, Anthropologie and Urban outfitters are under the same umbrella. I had an unpleasant experience with free people recently, but they made things right. I really dislike their return policy. If you return something, they automatically refund the money and then you are to purchase it again. If they had a sale, snd the price had been lowered, they should be able to exchange,, but it doesn't matter to them. This very uncool. I had to fight to get a dress I did not receive although the tracking indicated the item has been delivered. I told them a refund it would do me no good at that point. They said it's policy, and basically wouldn't isten to a word I said. Why wouldn't they want to keep the money? Anyway, I woke up in the morning to see the dress had shipped, and I got it a few days later. There was no apology email until I asked for it, and it was 7 days after I asked them to provide me with an apology. I had asked much earlier, but when I CC'D service while writing an email to the CEO, the CEO, the chairman of the board for free people, etc. I explained the situation, and I told him the service department did not treat me as a human being. They did not acknowledge me at all. One of the of the higher-ups ended up emailing me back, and then gave me an incentive to go back to free people and purchase more items at a discounted rate. All in all, all is well. They were able to take care of me, and they used to be awesome in the past, so that's why I docked them one star. I am obsessed with their clothing, and I will probably always be a customer, but the customer service agents are so robotic and they're not very friendly. I remember a time when I would call free people super late at night, and I would have a whole conversation with 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, but agents there really seem like they do not want to be there.

Ordered 2 pairs of shoes on the same day but two separate orders, one online the other I called in to see if they can add to my order. Lady said they couldn't add to order but they would ship it out for free since I just ordered another pair of shoes over $200. Awesome right? NOT. The first pair ordered online arrived with no issues. Second pair was sent via a different shipping route, as the first UPS then UPS sent to USPS. USPS sent shoes back because lady on phone input my business address wrong which I tried to correct numerous times via email prior to the shoes being sent back to Free People. Get a notice via their online tracking saying shoes were delivered how was my service? UGH shoes were never delivered. So I called and sure enough they were delivered back to them because the shipping was wrong. Spoke to a very unhelpful person on the phone to which I asked to speak to a manager, 5 minutes on hold she said that the management has agreed to have the shoes shipped back to me overnight and that someone would call to make sure everything was fine with my service. NO CALL within said 24 hours and I get another noticed that my account has been refunded that the shoes were sold out. MY SHOES that were delivered back to them, they sold to another customer apparently even though they said they would ship it right back out to me because it was their error and it would get to me in time before I left town. Called again, new lady, again also not helpful said she would try and track them down but it looks as though they were sold. AGAIN she said someone would call within 24 hours regarding the matter. NO CALL AGAIN. WTF Free People? Oh they tried to offer me a measly 15% discount for my troubles as if I would ever shop from them again.

People weren't kidding when they said this company has the worst service. THEY LITERALLY STEAL MONEY FROM CUSTOMERS! SHAMEFUL!
I ordered 2 items on April 5th, one item was cancelled, so naturally I was expecting that refund back into my credit card. I checked my credit card and I was still charged for both items! Since then, I have been contacting customer service online, and they assure me that the refund has been processed and I should receive it in about a week. I kept checking my bank and calling them for dispute and I still haven't received. I kept contacting customer service to see what is going on and again they said they've issued the refund again. This time I asked for an email of the refund receipt for proof, and they assured me I will receive that email in 24 hours after the online chat. Each time I've asked for that email, I NEVER received it! AND STILL NO REFUND BACK INTO MY CREDIT CARD!
I kept contacting again requesting that refund receipt email, and they said the same thing and still NOTHING! This time, I've been saving the chats as I'm starting to distrust all of the customer service agents giving me false promises! I have also been calling my bank and they assured me that there isn't anything!

It's been over a month now and I'm extremely angry that I lost a lot of money because this is basically stealing from your customers! I basically paid for an item that I never received and I'm at my wits end now, I'm never trusting this company again! You guys just lost a loyal customer and I also noticed other customer reviews have recently experienced the same thing! I am at this point now to take this measure LEGALLY and I am exposing other customer reviews and my own experience to the public and how this company is STEALING MONEY FROM THEIR CUSTOMERS! Shame on you!

I was reading through the comments that other people have posted on here regarding their experiences with Free People and I am a little relieved to see that other people have had the same experience that I have, although I feel terrible for these people because I know how frustrating it can be to deal with this company. I have never experienced such bad customer service in my life and from a company that charges as much as they do for their product. For those prices you would think you would be entitled to A+ customer service.

I too have had a product I ordered go to back order status without any notification. I only found out after I never saw my purchase ship and it had been weeks! Then to make it even worse after many more weeks of waiting they finally sent me an e-mail telling me they could not fulfill my order. This was a xmas present and I was very dissatisfied with how that process worked.

Well today, I had another experience that topped even that one! I placed an order and within minutes I realized that my shipping address on my account was not my new address as I just moved in June. I immediately contacted them to ask that they change my shipping address and was told that they could not do that. I asked if they could cancel the order... no. The only option was for me to wait until it shipped and then contact them to see if they could reroute the package with that carrier. WHAT? Really? I have ordered from hundreds of different retailers and have even had another order I made recently have the same issue and changing the shipping address was simple and easy. Why does this have to be so hard with Free People? And why are you not allowed to cancel your order? I was told that I only had 10 minutes after placing the order to contact then with changes. 10 minutes? Really? I e-mailed them about the issue almost that quickly. This just took it over the top for me! I am still waiting on a dress I ordered a month ago that got placed on back order and I cant even find the order no now to check the status so I pretty sure I am not getting this dress, but I cant change my shipping address within minutes of placing an order! I will NEVER order anything from this company again and I will be writing to Anthropologie, their sister company, to tell them about my experience with Free People. Their upper executives need to know that the policies that they have in place need to change! DO NOT ORDER FROM THIS COMPANY!