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 got 7 dresses for my bridesmaids and I ordered in the store eight one. Express shipping and so on... The dress should have arrived within a week. A month later, after 7 "updates" on the shipping date, I called customer service and they were so not helpful that I swear to all future purchases in my life: I will never buy anything from this store again.

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, 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!

I have been a customer of free people for years. The last two purchases I had an issue with my deliveries. The customer services is ATROCIOUS! They have no interest in helping you find your package once it's lost and basically told me to call back if the package doesn't show up in ten days. They won't track it, they can't even tell you if it's the postal service or UPS that has it. I got a super on the phone both times and again. Absolutely no help whatsoever. I love the clothes but they have lost a customer..

Their customer service is awful. Bought a $100 gift card online. Received email confirmation. They cancelled order without telling me. Spoke to them 3 times trying to resole issue. Got the run-around. Their customer service people are incompetent and liars! DON'T EVER BUY ANYTHING FROM THIS COMPANY!

I only wish I had checked the customer reviews before ordering. At that time there was ONLY 1 positive review and all the other bad! I'm still waiting on my order even though Free People sent and email stating HAD been delivered! Nope! Not true. Talked with at least 12 different reps and their hands are tied because they, too, are in the dark. It's ridiculous. 2 of those people told me that it's common for a driver to state the package HAS been delivered when it HAS NOT! What? Who does that? Oh, yeah, I know... FREE PEOPLE! Don't shop here. Nordstrom's has the best customer service around. Well, actually, EVERYONE has better customer service than Free People. Buy at your own risk. Too bad.

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 love their clothes and was willing to pay their prices, but I will no longer purchase from them since they use Lasership. Lasership continuously "delivers" only to mysteriously NEVER arrive. I pay A LOT of money for these clothes and for them to use such a scam of a "delivery" service is a disservice to their customers. FreePeople should think of their consumers; Lost monies and products never received. This is damaging to your reputation and you have lost a good customer because I have had enough of paying for products I do not receive!

It took six months to get my package and they refused my refund and harassed me. It was awful and they were mean to me. When I got my items they were broken and couldn't be returned.

His is a quest of not wanting to cooperate and not wanting to provide customer service. A typical case of bureaucracy
Why?
You send me the wrong article, which you can check in the administration
You ask me to return this article.
I got my money back for the item.
I admit it is not helpful to lose my proof of shipment.
In return I offer you a "" Standard "" shipping option.
So you transfer the shipping costs to me without tracking and pur from address to address.
I paid 19 euros for a totally wrong item BY YOU.
Standard costs are probably less.
Obviously, I had to pay a fee to send the item your way.
It would be nice if there was some kind of free carrier pigeon service, but it is also clear that the gnomes don't send parcels.

I am mega disappointed by the turn of events. Especially because an employee indicated that I could "" just "" return it and you "" Of course "" would pay the money for shipping.
If you do not pay me the costs incurred, I will take other steps and file a complaint on every complaints website.

Good advertising is fast. Bad advertising faster.

I am a UK customer and have purchased on many occasions from FP and until last year I was satisfied with the custom. However recently items from orders were not included in the delivered package contrary to the paperwork and payments taken. I was refunded for 2 items the third refund took approximately 3 months while I was bounced from pillar to post. Eventually I had a refund. Recently I had an email informing me that FP has put a hold on my account as I have not returned an item- the item which was NEVER delivered. I am speechless. Not sure if this will be sorted otherwise I will need to seek legal representation.

Worse Customer Service online. The process is extremely slow. You will receive your order for the following holiday. Make sure you give them 1 year or more to process your order. They will feed you same sentence every time. The products are over priced and the quality is not so great.

I am a Canadian purchaser. I did extensive research on sizing by reading reviews and using the size chart and nothing fit properly. I am athletic medium build, 5'8, who likes my clothing baggier, and these items were unwearably large. When I decided to go down a size in a bralette, it was far too small. It seems like there is no in between. I called customer service and they said they don't do exchanges internationally. I had to return it and repurchase another size, which ends up charging duty on it again. My very first order they sent in two separate packages, both with the total price of the one order. So, I had to pay 35 dollars in duty on each package when that should have been paid once. Plus the additional duty for the returns and repurchases. After spending $732 CAD, I would have expected much better customer service and refunds of additional duty charges. I have never dealt with a large cooporative company, who buys their clothes from poor countries like Vietnam and India, to handle customers like this. You know they are making millions, yet don't care about their customers. I am appalled by my experience with them. I feel extremely ripped off.

I ordered from Free People's website, and even though it recognized I was ordering from Australia, it did not change the currency. I was charged almost double what I thought I was spending. I contacted them IMMEDIATLY and they still wouldn't cancel and reverse my purchase. I was charged bank fees, had to wait for the parcel to arrive, and had to pay to ship it back. They only partially refunded me as the "exchange rate had changed since purchase." I have spent more than 4+ hours in writing emails and speaking to customer service reps. All who were very nice, but almost none were of any help. I believe I am still owed $40+, but will most likely never see it, and will definitely not be ordering from them again. Shame on you Free People.