Wow, I bought a puff jacket from free people, and £140 puff jacket but started falling apart in a few weeks. So, I left my honest review of the product within their website. A few hours later, I got an email notice that they have rejected my review, wow, no wonder they only got 4-5 stars reviews on their store, liar! I am not shopping this brand again for sure.

Below was my rejected review

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The jacket was nicely shaped and easy to match with any styles. I bought the black one, and I even like the colour of the zip is in purple. However, I only bought it for one month, probably wore 5-6 times, the jacket is already starting to wear off, some white cotton bits are coming out from the stitch line, and getting more and more for every wore. My boyfriend thought it must be a cheap jacket. I bought it for £140 in the UK, which is not cheap at all. Uniqlo's jacket would cost half but last longer.

On 9/13/20. Placed an order 3 times and it was cancelled 3 times. Customer service said it was systematically cancelled because my account was flagged. I do not have a Free People account. Made me call another phone number (fuk you free people, transfer my call) and that person said I would be contacted via email. When I got an email 48 hours later they said " the dispute for your order has closed". There was never a dispute! You cancelled my order, 3 TIMES, for no reason!

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 was overcharged nearly $200 for my Free People purchase. My request for a refund was fair and reasonable. I included screenshots and clearly explained what had happened in my correspondence with the support team.
I needed to speak with 8 different consultants (many of whom clearly did not read/understand my emails) and it took 24 days to receive my refund. The consultants were rude and unapologetic. My experience of the Free People/Urban Outfitters customer service team has been frustrating and disappointing. I won't be shopping with them again and I would not recommend them.

Placed an order for my granddaughters birthday. They gave me an expected ship date, and a week or so later, I recieved an email stating they had cancelled my order because it sold out. Then why did it show availabe when I put it in my cart? The "review page" on their website will not allow you to rate based on your experience... WHAT? Of course not. I won't be ordering anything else from them. I will spoil my granddaughter elsewhere. At those prices I expected top notch service. I just hope I get refunded as I have read many others with the same experience did not.

So disappointed. Placed an order around 2/3 weeks ago and it still has not arrived. Every time i try to track it, it says that it is still located in California. I have tried to contact Free People via Facebook, Twitter, Instagram, Email, and tried phoning the telephone number listed on the website - i stayed on the phone for over 1 hour with no response. I have now tried to contact Asendia (the company they have supposedly posted the parcel with), as i am at a loss for what to do now! The parcel is clearly lost & not going to arrive. All i want is another one sent out or my money back! Feel like i have been scammed and they are impossible to get in touch with, either that or they are just ignoring their customers. Wouldn't advise anyone to spend money with them! Worst experience I've ever had.

I've always had some problems with the quality of their clothes. Though they are always really cute, they are always cheaply made.
They do NOT GUARANTEE DELIVERY. EVER. I would NEVER shop with them again unless it was in store. I had a $300 package that they sent to the wrong address, (after having it removed from their website several times) that I never got, that they refused to reimburse me for. They claimed they filed a report with UPS, ironically they didn't have a record and UPS said they never filed a report.

I had an issue with my Free People delivery from an online purchase:
1. It was delivered to my neighbor's house and not mine
2. The item shipped to me was the COMPLETELY WRONG item
I then decided to go online and do a live chat with a Free People customer service rep and this person was the opposite of caring and helpful.
Only response I would receive was "I do apologize" with no solutions to my problems.
I finally decide to call the customer service line and speak to an actual human being about my issues. The Free People representative on the phone tells me that The item I had originally ordered was no longer in stock. I obviously became extremely disappointed, and felt as if I got gypped. I asked what could be done to compensate me for my frustration and inconvenience when I had been under the assumption that my purchased item was to be delivered to me today. All he could do was give me a lousy small discount for any of my next online purchases.
I find this completely unacceptable, as I have been a loyal Free People shopper for so long. This is unprofessional and ridiculous.

I ordered the riley chain belt bag and got it in the mail a day early than they said. This was shipped to Canada, great. I previously read reviews and saw a lot of bad ones and started regretting my decision but i needed this for my vacation so I just took a chance. Once I got it and opened the bag there were 2 stains that looked like someone spilled some tomato sauce on the zipper part... i could scratch that off like ughhh... whatever i still need this i dont have time to return it. THEN i realize there were there 2 dark marks along the top of the bag on the suede which DO NOT COME OFF. This bag is white and these marks are dark grey. But I have no time to return it, i need this for my trip. On the website the bag looked more chic than it is, i got it and it looks cheap like I I could've gotten something better at Ardene or Michael's... Needless to say, not gonna order from them again.

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.

SCAMMERS! SCAMMERS! THE WORST STORE! My order FP******* 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.