"I ordered a bikini top and bottom from this company in April 2023. What I received in this package was two bikini bottoms- one that I ordered and the other was mislabeled as a bikini top but was actually a bottom, missing the hypoallergenic liner with a blood stain in the crotch. I contacted support, they said they’d send me a replacement top but it was backordered and to ship the blood stained bottoms back. So I shipped them back, fast forward to May, I get what’s supposed to be my replacement bikini top but guess what they had ONCE AGAIN sent me? The same blood stained bikini bottoms I shipped back to them 3+ weeks ago. WHO is in charge or returns at this company and HOW does something like this happen not once BUT TWICE!?!"
"Absolutely disgusted with this company.
Just tried to make a purchase and found my account is locked - they are telling me I failed to return an item from May 2022!!! In fact I returned the item with the postage label they provided!!! I have return confirmation from them and also klarna ( both received in June 2022). Heard nothing about this apparent problem until today - no email, no call, contact!!
They also said they tried to take payment again from my card for the failed return! THAT WOULD BE THEFT and thankfully didn't get authorised!!
Appalling customer service from such a large corporation. Im told my account is blocked with urbn, anthropologie and a list of others. NO PROBLEM I WOULDN'T EVER CHOOSE TO SHOP WITH YOU AGAIN!"
"Ordered expensive coat and they shipped a totally different coat. They made a mistake but wouldn’t refund my shipping costs to send their mistake back to them nor duty/customs of over 150$. Brutal customer service when they make a mistake. It’s happened twice so I think they have a problem in their warehouse with theft and bait and switch- you get a crap item instead of the expensive one you ordered and they could care less about making it right for customers. Never shop there again or their other companies. They used to be great now they are the worst. Can’t trust them ordering online. You won’t get what you ordered then pay to send it back. All sketchy and bad business practice."
"I ordered my items on November 24, 2022 and it is now December 23, 2022. No sign of the package. I spent four hours today trying to track it down only to find it's likely at the post office but hasn't been processed yet because it is categorized as the lowest priority shipping method. I can't believe an item I bought so long ago won't make it in time for Christmas. I've ordered items from overseas after that date that have already arrived. What the heck, Free People?!?!"
"Only after product was purchased did I receive an email saying they were back ordered by 2 or more months. "
"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….."
"Needed it in 4 days as I was moving (got “express shipping”). Still hadn’t shipped 6 days later & they claimed they couldn’t change address it was going to be shipped to so I asked to cancel order. Customer service said they'd put in the request, but took money out of my checking acct instead, overdrawing me! I’ve contacted them 4 times, getting the same story that they’d put In the request, so finally asked for a manager who told me they’d refund my money in 1-3 days. Guess what, it’s been 5 and no refund. Had to file dispute with my bank. I think they sell stuff they don’t have in stock and have to wait for it to come from China. I never write reviews but their runaround made me so mad I wanted to warn others about their online operation!"
"The service that this company provides is atrocious! I made an order and after a month I did wonder where my products were. I used their inefficient and unhelpful chat service. They told me the truck got damaged so I’ll get a refund… this is a MONTH later. So the clothes I wanted were sold out by the time they told me I wasn’t getting them.
I then ordered again using two gift cards that I got for my birthday. I had an additional $77 to pay at checkout. I did this and then got an email saying I’d be charged US $377. I got in contact with them and said there’s nothing they can do and I have to wait For the clothes to arrive so I can send them back. I asked to cancel my order (this was an hour after I placed it) they said it had gone too far along and had already been packed. I was told by three separate agents I would be contacted by the finance team about this. But low and behold heard nothing.
For a company that sells quite expensive items, the service does not match up.
I will NEVER EVER buy off them again. "
"I've been purchasing from Free People on and off for years. Haven't for a couple of years I guess but did just recently, only to be robbed by them. Placed an order in AUD for $87.89 only to be charged $117 at checkout - so the AUD dollars while purchasing is incorrect, it converts to USD on checkout. I felt a little violated but sucked it up, really liked the items I had purchased. Then the following day, check my account and not only was I charged $117, I was also charged a further $43.75 by them in a separate transaction. My bank confirmed it was the same merchant. I have now spoken online to chat and via email over ten times and have not had a resolution with them. This is absolutely appalling, they have basically taken money from my account - criminal activity. The last response I had from them was, we will send you a resolution within 24-48 hours - nothing as yet and it is nearly 48 hours. Oh, and i got a 15% discount for my next purchase (which will be never). This company used to be great, now they are a bunch of scammers and I am incredibly angry about my experience with them. Do not trust or purchase from Free People!!!"
"expensive for the low quality of the products they sell. I've purchased a macrame bag and after washing it the colour faded a lot and they refunded me just 10 dollars or so"
"Considering the cost of these clothes, you would expect better customer service. The shipping policy is 5 to 7 days, but sometimes it takes that long, other times it takes much longer. I wouldn't place an order that is needed by a specific date. They not only may not get it to you on time, they make contacting them very difficult. If I were rich enough to start a company, I would make similar clothing for better prices and customer service. It would put free people out of business. People only shop here because the competition is limited. "
"I ordered from FP for the first time beginning of Jan 2020, I ordered the ottoman slouchy tunic which costed over $200 CAD. After waiting two months my item was finally delivered. I payed an additional $35 for duties/taxes ( to be expected), got my item and opened the package right when I got back in my car only to discover that after nearly 2 months of waiting, they shipped the WRONG item... when I phoned in they apologized and promised they would be sending the correct item in the next 72 hours and would send a confirmation email right away. It’s been 6 days with no confirmation email or any ideal what is going on with this order.
I contacted the Canadian store located in Vancouver, and their customer service reps were appalled at what I have had to deal with so far. They priced themselves on high customer service, but the item they sent (WRONG item) incidentally has a hole in it. Thank gosh for the Canadian store for actually helping me out. I would 10/10 NOT RECOMMEND wasting your time/money ordering from FP.com. Very very poor customer service, quality assurance and shipping. Not sure how this buildings is still running? "
"I need copy of invoice with picture of item that was bought. Thanks"
"SCAMMERS!!! SCAMMERS!!! THE WORST STORE!!! My order FP01796687 in the amount of $88.50 dated November 23 2019 was canceled directly by the store but I was charged money. After 3 days I was told that the money will be refund in 5 days. After 7 days I was told that the money will be refund in 24-48 hours. Today 4 December 2019 I was told to wait another 3 business days. As a result, it has been 11 days, and the money is still not refund. And customer service only promises. I have no confidence that I’ll get my money back."
"I love it but it honestly cost too much "