I ordered a gift card on September 5 for my niece's birthday. Ten days later it still hadn't arrived. Customer Service apologised and promised to send an expedite gift card by Express Mail to arrive within 2 days. Never received. 19 days after the original
Purchase Customer Disservice confirmed a gift card to arrive within 5-7 days! I am outraged. I was offered 15% off my "next purchase" which will never occur. This is the worst treatment imaginable for an online purchase.

I ordered two tops on the website during the Labor Day Sale, but then mailed them back for an exchange. Two weeks later, I get an email saying the items I wanted were out of stock and thus my shipment was processed as returned items, so I will be refunded and charged for return shipping. However, I checked online and called customer service and verified that those items were in stock in the size I wanted an exchange for. But because they issued a refund already to my account, they can't process an exchange but they can take a new order from me for those same items. Since I originally ordered them on a temporary sale, the cost of the same items are now almost double my refund, and I have to pay for return shipping. I don't know if it was an honest mistake that they made with my exchanged items, but I am going to think twice about ordering again from their website even though I do like their clothes.

Very disappointing experience. I have placed an order for the first time with free people. Having received no order confirmation, i have tried to reach to customer service and after me sending three emails to get a reply, they responded that they could not trace my order anywhere in the system. I was also asked to send my card details via email, which i am not even sure its a legal request. After placing another order, i realised that i was in fact charged for my initial order for 191 euros! I emailed asking for a refund, but i have yet to receive a reply. I will of course keep requesting my money and certainly will never order from free people again.

Horrible company!

I made an order for 626$ to be sent to Switzerland. Roughly in a week I got it delivered. On my tiny box was a full list of items Ive ordered and hence I have to pay ~90$ as customs toll, so far so good. When I opened my box and only found 3 items instead of expected 9, furthermore, of those three one I didnt order at all.

OK, I write an email to the support. They immediately accept it was a mistake on their side. The support suggests two options: 1) resend the order, 2) refund it. There is a catch with the resend: customs toll. As I said before they by mistake listed all the items on the first box which means that I will pay another ~90$ as customs toll. After I tried to explain it to them I decided to refund. And here came another surprise: they included into the refund the item I havent ordered :) Not to mention custom tolls.

As a result for more than 200$ I have three items of which one I didnt order.

Excellent execution, thank you so much, free people!

Dont get me wrong, I used to LOVE LOVE LOVE Free People back when they had gorgeous, unique, quality boho clothing, however over the years, they have continued to plunge when it comes to style, quality and pricing. I won't even start with the pricing-anyone you ask will tell you how crazy overpriced they are but the products do not match the price in any way. CHEAP and the styles have gone downhill. I get their emails and nothing catches my eye anymore and even so I think most of it is ridiculous and ugly now. I used to go craZy for Free People but they have lost their touch and took advantage of their followings from when they actually had quality clothing that had everyone looking twice at your styles. Now people straight up think its from the thrift store. I have bought some items and the quality of fabric has not even been worth $5. I do not recommend Free People anymore but I hope they will up their game with fashion/style and not just look to make a huge profit by selling whatever not flattering styles they can come up with in the moment -fast fashion with a huge price tag.

Hello,
I live in marseille france i ordered the vegan leather jacket from free people, i recieved the item today with paying tax and charges to the post man for 105 euros,( i didnt mind cause i knew they were charges for items outside of EU)... Anyways, i opened the package it was the wrong coat! And i tried to look up the coat on the website but didn't find it as well!, now if i wanna return the item its gona cost me 100 euros, and if i wanna get another item 100 euros more, and to make things worse, the coat i received is only worth of wearing as a day PYJAMA today so wats the solution! Iam totally disappointed, especially living in france not US ( they should have made more care in international orders), impossible to return!

BEWARE! Do NOT expect your items shipped & horrible customer service

I have place 3 orders within December 24th - December 26th. All items have been in cart & I have paid for ALL items. I have paid extra to ensure items are sent to me by January 1 as stated in freepeople website. Out of the 7 items I have purchased only 1 item is in stock. So my entire order was cancelled by Micheal the supervisor. This is ridiculous and their customer support is awful. I requested to be transfered to a supervisor then he placed me on hold stating that he was communicating with his co worker as to my order being placed on "hold status". He said hopefully we have good news then he provides me with an inventory phone # so that I can call & inquire about my order. After a few minutes he comes back & advises me his
Co worker misunderstood his question. All items you ordered are out of stock that I placed on Dec 26th. Then he tells me if I would like to cancel my order? Then within 2 seconds the call is dropped. Freepeople online is awful and the company takes no consideration when it comes to their customers. Freepeople lacks customer satisfaction and their quality in the non existent customer service needs to be resolved. This is upsetting. If I had not called or looked at my fp account online I would be under the assumption that my order is on it's way. It was ME the customer that asked. They did not bother to send me an email. A very misleading company who promotes items that are not on sale. What a scam after having access to my credit card.

Wow, I'm so surprised to read all the negative reviews on here! I have never had any issues with Free People that would warrant me giving them anything less than a five. I have returned plenty of items to them, and my refunds were issued on the same or next day that they received my returned item. Moreover, they recently sent me the wrong item, and I simply called them and they quickly arranged for the correct item to be sent over with 1 day express mail, and my return was accepted quickly too. I really love FP, I order a LOT of stuff online from various stores all the time, and they really have amazing customer service. I'm noticing the reviews on here tend to focus on items that were damaged, or mistakes made by customer service reps that are out of their control, and in all of the reviews I've seen here, the customers got their money back or were compensated in some way! Don't let the reviews scare you, if you ever encounter any issues with FP, do contact their customer service! Also I'm not a paid reviewer, you can read my other reviews. I really do respect Free People and appreciate their customer service!

FRAUDULENT UTTER INCOMPETENCE

I was told initially via the website and phone service that the item i was looking for was available and in stock at a store in CA nearly 2 hours away from me. I drove hours just to purchase the items I was told were at the store. I arrived and staff said they made a mistake and didn't have the item. Then they put me in touch with customer service to order the item due to the inconvenience they caused me. Customer service agent said she would send the item and waive shipping as a courtesy for the trouble they have put me through. She could not figure out how to work the computer system and kept me waiting 30 minutes to place an extremely simple order. Once she finally figured out how to place the order we hung up the phone. I looked at the email I was sent confirming the order and it showed that she had failed to waive the shipping as she had promised and that she had ordered the item in the wrong color despite the fact that I specifically mentioned and confirmed the color choice numerous times. This was both a waste of my time and another of many aggravations. I called back and this time was put on the the phone with someone new. I begged to please be transferred to a supervisor because I needed the issue resolved and didn't have time to keep dealing with this frustration and scam tactics. She denied my request to speak to a supervisor. I explained to her the 2 previous mistakes the company had made and she promised me she would correct all the mistakes. She took down the order in the correct color and waived the shipping finally. Then I got the email confirmation for the next order and it revealed that she had placed the order to the entirely wrong address despite the fact that I explained where I needed it to go. Now UPS is saying it will cost 221 dollars to redirect my package to deliver to the proper address. This is just a mess and the incompetence of the staff at this company is astounding. Zero customer service. Fraudulent merchant. I have no way of receiving the package or refusing it or even coming into contact with it at all. I have been charged each of these times.

I want to love Free People SO BADLY. But I can't support this anymore.

1st Red Flag: Sizing issues are serious, and returns aren't free. I can't tell you how many shoes I've ordered from FP in the last few months - thousands of dollars - and sizing is consistently inconsistent; I don't know why I keep expecting otherwise. It would be one thing if shoes were all from a different brand, but their brand alone has yielded everything on the spectrum from way too small (like, this has to be a mistake) to way too big, literally stepping out of boots. Every return comes with a $5.95 fee, so you can see how they're gaming the system to make even more money.

2nd Red Flag: After patiently awaiting my most recent order - more shoes, yes I have a problem - I received the wrong order. Not only was it the wrong order; it was left by the delivery person in the street in the rain. Ok, that's USPS's problem - fine... but still. The real kicker is that when I called to explain that I received pajamas (seriously) instead of boots, even though the correct invoice was in the box, they refused to arrange a pick-up service. Scoffing at this inconvenience, the representative told me "Well, you won't need to pay for it since it was our mistake." You're damn right about that - since when are customers expected to pay for returns anyways? Oh I already complained about that.

Last, and Final Red Flag: More tales from my most recent order. As usual, the boots I was most excited about didn't fit at all. So I lumbered through the streets to carry this huge box back to the post office, sent it along, and never heard from FP again. Until I reached out to them a week and a half later for an update. Only then did I get the "we received your order" email that really should have been generated automatically - like every other store.

Why can't FP get their s*** together? All I want to do is give them my money. What a shame - I love the styles, but I'm thin on patience. It was fun (not) while it lasted.

Ordered 2 pairs of shoes on the same day but two separate orders, one online the other I called in to see if they can add to my order. Lady said they couldn't add to order but they would ship it out for free since I just ordered another pair of shoes over $200. Awesome right? NOT. The first pair ordered online arrived with no issues. Second pair was sent via a different shipping route, as the first UPS then UPS sent to USPS. USPS sent shoes back because lady on phone input my business address wrong which I tried to correct numerous times via email prior to the shoes being sent back to Free People. Get a notice via their online tracking saying shoes were delivered how was my service? UGH shoes were never delivered. So I called and sure enough they were delivered back to them because the shipping was wrong. Spoke to a very unhelpful person on the phone to which I asked to speak to a manager, 5 minutes on hold she said that the management has agreed to have the shoes shipped back to me overnight and that someone would call to make sure everything was fine with my service. NO CALL within said 24 hours and I get another noticed that my account has been refunded that the shoes were sold out. MY SHOES that were delivered back to them, they sold to another customer apparently even though they said they would ship it right back out to me because it was their error and it would get to me in time before I left town. Called again, new lady, again also not helpful said she would try and track them down but it looks as though they were sold. AGAIN she said someone would call within 24 hours regarding the matter. NO CALL AGAIN. WTF Free People? Oh they tried to offer me a measly 15% discount for my troubles as if I would ever shop from them again.

I ordered a beautiful pair of boots online with Free People which I might add was the most expensive pair of boots I have ever purchased approximately $800! Once received I noticed one of the zippers on the boots was broken. I called customer service immediately and asked does the company have a quality control department and the representative assured me they did but apparently someone was not paying attention. I returned the boots for a full refund and will never purchase from this company again.