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!

Had a web special, buy $150 worth of product online and receive a gift card. Used the gift card to buy some items. I am now being told I can't return or exchange the items as it was a promotion! Their sizes run all over the place and when buying online you would imagine there would be some ability to exchange. Absolutely horrible policy and company.

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

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.

I ordered 3 items for a birthday gift to myself. 1 item was not something I ordered, one item was filthy, the other was fine. It took over 7 attempts to get refunds or exchanges and hours of discussion. I ended up never actually receiving a replacement for the filthy item. I didn't know a 3 item order could be so difficult. It's not worth it to shop here if this is how order issued are handled. This was free people's mistake, not mine. I am extremely annoyed at how this was handled and the fact that every time I contacted customer service I had to explain the whole situation again. It also took over a month to get partial resolution. I love your clothes, but your customer service stinks. They're in dire need of improvements to the shipping department and customer service.

I would not order from Free People if you're located in Canada. I was assured multiple times by different agents that the return shipping and duties paid would be reimbursed (61$), and it still has not been. This issue has been ongoing since April and it is now December. I would never order from there again unless you I wanted to waste money. It is necessary for the survivability of a clothing brand to make the process of purchasing, trying on and return clothing that does not fit seemless, otherwise they will lose their customers.

If there was a 1/2 star, that would even be too much! I ordered Jeans, took a long time to get. Once it came in the mail I got two shirts, for $160. Jeans that I bought. The individual's name and address was inside the package of who it belonged to. I called them in hopes that they had my Supernova Cord Jeans. They said that they had someone's shoes instead and was returning them back to FP. DO NOT PURCHASE! You are taking a chance on getting what you paid for. This Company is a JOKE! Now the jeans that I ordered are no longer available. WTH!

This site takes the money and does not return it to its owner if the order is canceled! I canceled my order for more than 2 weeks and still haven't got my money back! And every time I ask about the reason for the delay, they say after 3 days it will be returned until I complete the two weeks and I am still waiting! Scam site!

When you look at your wardrobe filled with free people clothing the customer service they provide is the worst i have come across recently (free people do not care about customers)
Now you can not speak to a human & chat is not resolving a simple issue or rather they cant
Im disgusted they operating in this way this is the 2nd time i have tried doing a return to print a label / qr code in the drop down you should click onto the retailer you are returning to (no free people in the drop down 1st time i paid to return it as contacted customer service who say they will email a QR returns label and they cant do it
Its not free at all so today same problem and chat service is not customer service at all polite they maybe but cant resolve or help with a return?
Anyone else finding this problem

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.

I recently placed an order online at free people. When I hit submit to pay, I was immediately brought back to my cart as if I had never ordered. However, upon checking my bank statement, I noticed I was charged. When I called customer service the first time, they said it was no problem and they would push my order through. They said I would receive an order confirmation email in about three business days. When that didn't happen, I called back. I coincidentally talked to the same representative and they told me they cannot push orders through. They said I will need to dispute this payment and it can take up to 45 days to receive a refund.

I ordered a pair of pants and a shirt and it was marked as delivered but we have not received them. I have been trying to resolve the issues multiple times this week alone and just now I received an email back. This is a PO box shipping address and the resolution was to talk to neighbors, file a police report and contact my credit card. The item was not delivered to my PO box and this is beyond frustrating.
This is the respond from customer care:
"Hello Nils,
Thank you for reaching out to us. This email is in reference to order FP*******. Unfortunately, we are unable to file a lost package claim because the courier verified delivery of your shipment. If you are unable to locate your shipment, please check with neighbors and family who live with you. If you are still unable to locate your package, please dispute the charges with your credit card company. Then, file a police report for stolen property as well as claim the stolen property with your homeowners or renters' insurance. I apologize for any inconvenience.
Best,
Abrieanna
Free People"

Their reply on FB: Hello! We're sorry to hear about this. Delivery has been verified for this order. Given as such since we are not responsible for stolen packages, for reimbursement you may reach out to either your homeowner or renters insurance company or you may dispute the charge and file a missing report with your local police department. We do apologize sincerely for the inconvenience caused.

THIS IS BEYOND UNPROFESSIONAL!

I ordered a dress 2 weeks ago so I could wear it for engagement pictures in July. After not receiving the package in the expected timeframe, I had to call customer service just for them to tell me that my dress was on backorder till August. Couldn't shoot an email to let me know any of that. I immediately got a refund. This is the first time I have tried to purchase from Free People and it will be the last. For as popular as this company is, the incompetency is astounding.

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.

Michael got my issue resolved of my account being on hold in minutes. We quickly resolved the problem with his kind & very personable guidance. He deserves the biggest shout out because I had been working to get this issue resolved for almost 2 months & Michael fixed it in minutes! Go Michael! You are appreciated in Norfolk, VA!

Worst customer service! There was a problem on their website and my order was placed twice. They just kept repeating they could not cancel one of the two order and then 2 days later the 2 orders shipped. Since I'm in canada I will have to pay for customs and taxes for import and then I will have to pay the shipping for sending it back, and they were clear that they were not paying for it. It was their website's checkout system's fault! I've never been so infuriated with a company customer service in my life! I just can't believe it...

I agree with another reviewer here…LaserShip is the WORST delivery service! Despite my numerous complaints to Free People, they continue to use this vendor. LaserShip will often say a package is delivered when there's nothing. What's worst is that the delivery note says that it was delivered at the front door or to an actual person when that's a flat out lie! I wonder about the possibility of fraud going on here because seriously, where are all the packages going? Frustrating!