While I'm a huge fan of their apparel, I'm not at all crazy about their shipping service. I order from Europe and although they have a site in UK, all other European countries are served directly from USA (which also means extra taxes and customs). I ordered something on 15th August, and today, on 3rd September, the order has managed to get as far as New York. Whereas when I order from Revolve, which is also an American site, I receive my items in less than a week. Luckily, I haven't had any complaints so far and thus no need to deal with their customer service which, as I can see from the reviews, can be a nightmare.

I had an order placed with free people (FP*******), was really excited about my patriotic sweater. They marked my order as delivered on August 26. I was home all day on that date, package was never deliver neither left at my door as they stated. After contacting them, was told that they will place the package as lost and conduct an investigation, they got back to me to let me know that they confirm the package was delivered by Laser ship therefore I will not get refunded. THAT'S A BIG LIE! SCAM SCAM SCAM. I never had any issue before with my packages. They literally stole my money! Customer service is TERRIBLE!

Order from them and you lose access to your cash

My daughter is traveling in Latin America and decided to buy online from this company despite my advice against it.

The order was for GBP 443.75 which she charged to her debit card. They sent the charge to her bank and subsequently they charged her GBP 300.15 and GBP 115.57 when thy shipped the order.

But they also BLOCKED her account for GBP 443.75 which they now say that they will unblock in 3-6 business days!

So if you charge this to a debit card you are without access to YOUR MONEY for 3-6 business days (could be more than a week) for an amount equal to your purchase.

Returned a dress that looked TERRIBLE (in my opinion) in person! Returned dress immediately and proved mailing and tracking and date of Free People's receipt of returned item. I have documentary proof of delivery back to Free People. Was told by one agent that their policy is to credit account within three weeks after return. Took several calls to some uninformed and rude customer service staff to get money refunded after several days. Very bad experience. Usually love their clothes and was a good, repeat customer. But at this time, I am so angry and disappointed at the way I was treated by their representatives, I seriously doubt I will order again from them! Would rather buy in person in a store because I usually love the brand.

First of all, I received a wrong item. Which I thought they remedied quickly. I was refunded after returning the item.

Then, a few weeks later, I was RECHARGED. What!?

I have called 5 times now and been told that I would be re-refunded. Still nothing.

I took it to messaging/e-mailing. Was told by one person the refund would come through, but for $9 less than what I paid. What? Why? I responded and I didn't hear back from him.

I received a separate email asking me THE SAME questions I have been asked over 5 times now. Do they not keep records.

This is so ridiculous. Such a waste of time. So disappointing.

They sent a defective item, misinformed us how to return it (Told us UPS instead of post office) so we paid shipping. Sent new dress despite asking them not to reorder and to just refund. Went to return new dress at brick and mortar store and when we got there we were informed we were already refunded and to watch for it on CC bill. Refund showed on CC bill but was minus $6 (they said because of shipping, but shipping was free over $100). Didn't worry about fighting for $6 because I was tired of dealing with them. That is until they recharged my card for the full amount $121.42 saying they never received the dress back. The store contacted them several times as did I to no avail. I disputed the charge on my CC and filed complaint with BBB. Finally, a refund appeared, again less the $6 ("for shipping" that was free) and a hold was placed on our account to keep us from ordering again (like that was going to happen). I called about the disputed amount that they were saying we owed because CC company took back payment. Three months later, issue was finally resolved. I was refunded my money (less "shipping" but I don't even care because I can't stand to have to deal with them anymore) Save your headache and don't order from them!

This is my 2nd review of this site and its even worse than the 1st Their service is beyond horrible, totally incompetent, completely discourteous, and deliberately uncooperative. For some unknown reason, they shipped my Christmas order to Mexico City instead of Albuquerque New Mexico.
I have had to contact them 6 times, that's right 6 separate phone calls, placed on hold each time of course, about the non-delivery of one single item.
I still have not received the item, they refused to give me a refund for the item they couldn't deliver to me at all let alone on time, and they told me if i disputed the charge they would block my account.
In summary, NO PRODUCT, NO REFUND AND ABSOLUTELY NO COOPERATION.
I will never try to do business with this company again and I suggest you think carefully before giving them your money for any reason whatsoever

I was sent someone else's product, And still charged for my own. I spent over four hours (at least) trying to remedy the situation. There was a lack of continuity with each rep I spoke with and many did not understand how to resolve the problem. I then had an account hold after trying to call an assigned rep at least ten times and leaving detailed vms with no response. They wanted me to pay for the other customers product as well that I did not order nor did I want. Two of the reps could not even send the attached smart label for return correctly. By far my worst online ordering experience for any online purchase. Very disappointing and still not fully resolved. Offered nothing but a headache and I have to drive to drop off the product myself as they are too cheap to send a driver out to pick up from my address.

I never leave bad reviews but this is the worst customer service i've ever recieved.
Tried to cancel the order only an hr or 2 later because I did not realise that it was in US not AUD. You could say my mistake but it was very unclear on the website.
They stated that my order was not posted but could not be cancelled (both over phone and on chat) but could not give a reason why not. I told them I was going to return the dress anyway so whats the point of sending it to me. Both the chat and person over phone were rude and seemed to give no fks. Will not be ordering from here again ever.

Over the last few years I have spent close to $10k in their stores. You would expect the business to value customers who are loyal and provide revenue. Nevertheless, Their customer service over the past year has deteriorated quite a bit. SO much so, that i have drastically reduced my spending in their stores. A few months back. I purchased an item at full price that was put on sale within 10 days receiving it. I contacted them for the difference and they refused. Instead they sent me a 15% off coupon. Weeks later I purchased an item and attempted to use the coupon and was told it was expired. Moreover, the color I wanted, I was told was not available and would not be available. Less than 48 hours later the color I wanted was available on the website. I was told an exchange was no possible but I could purchase the one I wanted ( I have now purchase the same item twice for approx. $150.00) and I could return the original one. Now when I attempted to return the original purchase (still in the unopened package) I am told that I can only get store credit. I escalated to management, who again stated "NO EXCEPTIONS" Needless to say, they have lost a customer FOR LIFE. Can deceiving customers really be worth $150.00?

I paid extra for expediated shipping to the UK (3-6 days) so it would arrive in time for my holiday. After 5 days it hasnt even shipped. Customer Services offers no explanation nor can even say when it will ship! And they wont even change it to free shipping (5-9 days)! Are you kidding me?! I thought by paying for fast delivery they would you know, deliver it faster. Well it cant be delivered if they dont even ship it! Wow and I am paying for this non existant service?! Scam. Scam. Scam. DO NOT BUY FROM THEIR WEBSITE!

I would feel safer ordering on Facebook from an unknown Chinese retailer than ordering from Free People. Orders placed with next day shipping haven't been received a month later and every customer service rep has a different story. All of them are contradictory and essentially lies. While I like the clothing, the customer service- particularly the shipping- is an absolute nightmare. I order online almost daily and have never encountered worse service. This company needs to get it together.

FP does not seem to understand or care about how they ship. Items are shipped in pieces... never together as ordered and not packaged in any way that matched the crazy prices of their china/india imports. I purchased a dress that was well over 200. And it was shipped in a plastic envelope that was crammed into my mailbox that is not secure. The other items that shipped floated in one by one. No boxes. Only flimsy plastic envelopes shipped by the cheapest way possible whenever they feel like it. I gave up ordering from them. Customer service does not care either.

For people who may not realize, this company--Free People--is owned by the same people who own Urban Outfitters and Anthropologie. Please stay away from these companies and especially from doing any online ordering with these companies. After decades of buying from UO, and now Free People, I am suddenly blocked from ordering from their sites, without cause or reason. I have done absolutely nothing unprofessional, wrong, or otherwise--somehow their faulty system simply blocked me, and when trying to get a reason from their customer service, I was repeatedly told they had no access to any explanations and to wait 3 days for an email response from them. That response never came. I am left baffled and angered by these people. How insanely unprofessional and unacceptable, for this company to treat a loyal and years-long customer, who has never done anything but spend thousands on their merchandise and always paid in full without incident, this way. Horrible, and they deserve to lose business over this. Order at your own risk.

I am a well- heeled shopper and have never ever encountered such vile customer service.
I was mistakenly sent an incredibly large and cumbersome package of clothes rather than my small but necessary order.
FP finally, after a lot of accusatory emails, acknowledged their mistake but took two months to send the correct clothes.
Meanwhile I was working a 6 day week and had no time to post the massive box of wrong clothes back. I begged for them to organise pickup, they refused and then they swiftly accused me of theft of the wrong clothes, cancelled my account and started sending threatening notes demanding I pay for them.
I finally took time off work, followed all their instructions, posted the damn package back and six months later my account is still suspended and they are still demanding I pay for those f@$#*%g clothes and that they haven't received them.
They are treating me like a criminal.
It's clear now that the prerequisite for working in their customer service department is to be a narcissistic bully.
If you ever have the misfortune of dealing with the sadist TIA I send you hugs and kisses. That woman belongs in an s&m parlour.

I ordered a pair of boots in November that were supposed to arrive around Christmas. They didn't. They arrived in January.
When I opened the package I saw there was a hole in them! This was after I had already paid an extra 50% on top of the original price of the boots just to receive them in Italy (tax). So I call customer service where they say I'll get a pair back, so long as I return my broken pair. (This took a week of calling almost everyday to get the return in motion)
Shipping costs are all on me. So not only do I pay for a mistake THEY made, in order to send the boots back, I also had to pay AGAIN an extra 125 euros (50% again) tax to receive the boots back with no hole. UNACCEPTABLE.
I called to try to get them to pay, to which they offered (after lots of insisting) an amount that would barely even cover the costs to ship the return package out, let alone the taxes. FIRST AND LAST TIME I'M PURCHASING FROM THEM AGAIN.

I ordered a dress on sale almost three months ago to be delivered to Sydney Australia. I have experienced too many extreme problems that should not happen with an established company like this. Firstly the shipping took twice as long as it said it would. I ordered a size small but the dress was practically falling off my body it was so huge. I decided to return it but their so called paid returns made absolutely no sense. I paid for the return myself which was another $20. They told me that they dress was never delivered to the correct address. After a week on the phone to Australia post i realised that free people were just lying so that they wouldn't have to give me a refund. I sent an email with my correspondence with Australia post and they finally replied back saying that I would recieve my refund in 2-3 business days. After 7 business days had passed I was obviously upset and sent a follow up email asking for a correct estimate of how long my refund would realistically take. They had the audacity to try and tell me they couldn't locate my dress again. After I forwarded all my previous emails in which they admitted they found the dress and would issue my refund they sent another lying email saying I would recieve my refund in 2-3 business days. It has been two weeks since then and still no refund. I am so livid this whole company is a scam and was a disaster since the beginning.

These people are completely ripping off the public. I just received a jacket to Paris, which i waited for 8 weeks. The jacket cost 160 or $199. I had to pay 85 or $120 dollars in tax (cash on arrival). I then tried this extreemely over priced jacket on to find it is poorly made, is swimming on me, although it was their website calculation who told me that i was a medium, which i am always a medium and ever a small. I just wrote to them and received a generic, 'oh we are sorry you dont like it, send back for a refund but we can do nothing about the tax.' Never again... Awful company, over priced clothes and Zero customer service. Once you buy, you cant go back. You will not find out until you purchase if your items will arrive in 1 week or 6 months. Be very aware, much better online options out there.