I’m extremely disappointed with my…
I’m extremely disappointed with my experience with Free People.My mum bought me a pair of jeans in November as a Christmas gift — a pair I had wanted for months. When they arrived, they were four sizes bigger than what was ordered, with no explanation. Instead of informing us that the correct size might be out of stock, the wrong item was just sent.We reordered the jeans and once again received the wrong size. It is now February (nearly March) and this still hasn’t been resolved. Communication has been very poor — I’ve had to chase customer support repeatedly and haven’t received any clear updates.I also requested a credit note but am now being told the item will be refunded instead, which feels like my requests are being ignored. It’s been frustrating and stressful over something that should have been simple.After checking reviews on here, it seems many people are having the same issues — wrong items being sent and poor customer service. That’s really disappointing to see.What was meant to be a thoughtful Christmas gift has turned into months of hassle. I expected much better.
Zara
Ordered so no much from here
Ordered so no much from here. Quality is pretty bad. Very little trust in what I get from this company. On top of that it is beyond pricey vs. Quality. Buy on eBay or Poshmark. Just don’t expect the seams to match up or the product to hold out. It’s almost comical that they are still in biz.
Missy Wilson
Done never use again swear it’s now…
Done never use again swear it’s now Chinese crap 💩
Rachel Pickup
Horrific customer service
This isn’t the first time I’ve had issues with free people. I’m at the point where I just don’t want to bother shopping there anymore. I’m done. This time I ordered a sweater and they delivered a completely different item. After two attempts to engage customer service and make it clear that I wanted them to ship the correct item, they ended up sending me a refund instead with no explanation. When I called back to inquire why they did that, they said the item was now out of stock. I received no genuine apology, and the tone of the customer service rep almost sounded condescending. No other offer was made to make up for their mistake and for costing me the loss of an item I really wanted. Their customer service has dramatically gone downhill and it’s not even worth shopping their brand anymore. It’s no wonder most of their stores have closed in the GTA.
Catherine
Online is appalling
Online is appalling . I have bought a lot of items but no shorts received and they just keep saying send a picture ! Of shorts I haven’t receive. I will think twice before I ever use this company again! Appalling
Major McGoogan
Fraud shop selling second hand designer bag as new full price!
Just recently bought a designer bag off Free People which costs euro528 and it arrived with a retag of the Free People tag and not the original tag. It arrived in a box with random plastic which was violently been shaked in the box since all proper original packaging was missing. All original Campomaggi tags has been removed, no original packaging or any proper wrapping for the bag as I usually receive since I have bought this brand for more than 10years and I have over 10 of their bags. This means they are selling resued bags which doesn't even have the original leather smell. The paper wrapped for the metal strap has been removed as well from the bag. They have argued with me that its new even with my photos as a proof and to me this company is a scam. They offered me a return but since they are already scamming on the price which you can buy for half the price and sold as second hand item for the original price, I cannot be sure that I will be fully refunded as well. The only compensation I got was a euro10 which is so pathetic.Never buy anything from this store again!
Templar One
3 orders failed to deliver and no money back!!!
I attempted to order from free people 3 times and everytime the package was delivered to the wrong person or sent back. When asking for a refund they provided me with a gift card which i accepted in good will. Well after 3 attempts my order still not arriving (300€ plus) they are still not giving me my money back trying to compensate with a gift fund. I am very disappointed with the delivery service and do not recommend it. I have been discussing with an agent for 1 hour who is telling me i should check back in 24h as no supervisor is available now. This is a joke!
felicia laudenberger
Awful - avoid
Awful slow returns process had to resend them my bank details and chase multiple times. Took over a month for me to hear back from them and now have up to a 40 day wait to receive payment.
Lucy Donaldson
Terrible experience
Terrible experience. I placed an order for $1600 was billed a further $500 in import duties. When my order arrived the quality and fit was average. Because it was an international order I was unable to return it via the portal. Was given little to no help in returning these item. Terrible experience. Average product.
Georgie
Misleading product details.
Have ordered from FP (from Australia) for years. Have recently seen a decline in not only quality but accuracy of product details. Colours are often exaggerated online and deceptive - just received a backpack (supposedly to hold training gear) but it's the size of a small handbag. Who ever is overseeing marketing needs to view the negative feedback on FP lately.
Dee Maguire
Not so good anymore
When I started buying from Free People the styles and materials were beautiful. I don’t know what’s going wrong with the designs this last few months but the styles have gone right down hill!! So currently I’m not interested anymore. It’s such a shame though
Adriana Gessaga
shoes ordered and promised but then cancelled
Wow I got on here to leave a review, to which I have NEVER done, only to find such a poor customer service experience from so many!I ordered shoes on Dec. 30th and called a dozen or more times to track them down. Each time I was told they had them and they would ship within 24 to 48 hours. I was told this same thing every single time I called. After a month of calling, I called again only to be told my order was CANCELLED...after a solid month of being told otherwise. I was also not issued one single email with an order update. I waited, trusting them that I would indeed receive my shoes. In the meantime said shoes sold out all over the internet. I can no longer order them and they offered me a measly 20% off my next order. It's so depressing to me because Free People is my favorite store. Not sure I'll order again. How sad. Do better, Free People!!!!!
traci dennis
Customer Service - Online Order
I placed an order and had to chase my items twice because they never arrived on time. The customer service both online and at the Covent Garden store was rude, unhelpful, and shocking, especially for a brand charging premium prices. You would expect the service to match the cost, but it does not. This brand is all hype, catering to influencers while treating real customers like an afterthought. Out of my entire order, I only kept one item, and after this terrible experience, I will never shop here again.
Harps
Returned order
Returned order. No email to confirm this although Evri said I would. I will never use this company again
My opinion
deducted the money but no order
I ordered for the first time, the money was deducted, but no order confirmation. I paid with ideal and then customer service said I needed to reach out to them to get it reversed ? Ideal however does not reverse payments. So they take a few hundred euros, don't give you stuff and make you wait for 10 days to get your money back !!! Still not sure if this will even happen. Do not use this company !
Lipe
Wrong item & incorrect refund received
Wrong item received, another one was apparently ‘returned’ without ever arriving first, I returned the wrongly received item, then received the wrong refund, then I tried asking for the correct refund, now it is still not resolved. I spent hours chatting with customer support…
Vera
Their expensive clothes arrive smelling of shit
I’ve shopping at Free People for close to 20 years, in the past year, everything that I have ordered from them I have received and the whole package smells.And I’m not talking like a plastic bag smell, I’m talking smell of death that when you open the bag, it overtakes you. Like I had to use a whole can a fabreeze to calm the smell even a little. For a $200 dress to arrive smelling of shit and free people‘s option for me is just go bring it to a dry cleaner. I know I can’t get it refunded, free people can do that, but then if they don’t get their package back in the mail like let’s say it’s delivered to them, but they failed to go through and accept it or mark on your account that they received the package, guess what they do…They charge you again. I know from experience. I can no longer take the expensive items that arrive smelling of shit 💩
Becny
Worst Customer Service at Free People
So disappointed in Free People. I had a $100 promo code from the holiday and ordered an overpriced black cashmere sweater, that i kept, and some jeans to try. All the pants didn’t work for me so had to return and they discounted everything with the promo code! So i lost out on $70 of the $100. Im so mad if I had known, which i found nowhere in fine print of promo, I would’ve ordered one thing separately so i made sure i got the whole $100. Gap does this which I learned long ago, it’s ridiculous. It’s like you have to play a game to make sure you get your full rewards in case you return something. Called customer service and even spoke to a supervisor. . . nothing. I’m super disappointed especially since they are related to anthropologie they would never do this. May have to only thrift my free people from now on. I had read reviews about bad customer service at FP before and now i know!
MICHAEL JELENFFY
Order marked as delivered twice – no proof, no refund
This is the second time my Free People order has been marked as “delivered to mailbox,” yet no package was actually received.There is no proof of delivery provided — no signature, no photo, no GPS confirmation. Despite this, Free People refused to issue a refund, stating that the order was “delivered.”What’s more concerning is that they suggested I “change delivery preferences next time,” even though there is no option on their website to choose a different carrier or delivery method.When a company controls the carrier selection and delivery fails, the responsibility should not fall on the customer. This appears to be a repeated issue with the same carrier.I am extremely disappointed with how this situation was handled and would not recommend ordering unless a secure delivery method is guaranteed.
İlayda Soylu
I would say a majority of my orders…
I would say a majority of my orders never arrive. I have to call and have items reshipped. I love the cloths and the stores do not have all the items on their site. They need to fix the shipping issues! UDS IS The absolute worst
Harriet Harrington
