Free People reviews

Free People reviews

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This review has been reported to customer service by the company for violating other Trustpilot Guidelines.

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This review has been reported to customer service by the company for violating other Trustpilot Guidelines.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

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Certain Customer Service Reps at Free People are ROCK STARS!!!!!! (You Know Who You Are)

All right, only a few hours ago I was ready to contact the Better Business Bureau concerning issues regarding a double charge of my bank account by Free People. Within seeming moments, I was contacted by a certain customer service rep from Free People who shall remain nameless, apologizing sincerely for FP's mistake, committing herself to looking into the issue and rectifying it, and pledging to send me a $200 gift card to make the situation right. Now that is stellar customer service. Not only that, but I just checked my account, and they have returned all monies owed. Bravo Anonymous Customer Service Rep! Bravo. You have mended my feelings, my bank account, saved my birthday, and ensured that Free People will maintain my patronage for many years to come. Whatever they are paying you, anonymous customer service person, it's not enough.
Free People

Reply from Free People

Kristen, we're so sorry to hear about your recent troubles. I'll be emailing you shortly with more information. Keep an eye on your inbox!
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getting really worried

I love free people clothes, and I never write reviews of anything, but I'm getting worried. I just made my first online purchase (i normally shop in store). I really wanted a particular poncho, and ordered it through the sales person at the store. Shipping was waived (great!) and i was told in 3-5 days it would probably ship out.
unfortunately that was over a week ago and I don't have a clue where it is! I had received an email the very next day with my tracking number, however all the tracking number shows is that the packing slip was created. Soooo where's the poncho?? I called twice thus far - told once that I got the last one (as its suddenly not available on the site) and was assured the tracking will probably update within two days; second time told it might have been lost in transit. Meanwhile the usps says they never received it.
after reading the reviews on here, I'm really worried I've made a mistake even ordering from the company - I thought ordering through the store would be best, but that's not looking promising either.
I am hoping someone from free people will contact me on here to help hunt down my package - I really just want the poncho! And after this experience combined with the reviews listed, I don't know that ill ever order from them again.
Free People

Reply from Free People

Hi Meghan, we'd love to look into this further for you. Please send an email to service@freepeople.com with the subject line of TrustPilot along with the information above and ask to be put in touch with Bridget.
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No communication - I'm requesting a cancel of order and refund!

As my PayPal payment is still 'pending' since I made the order (number: F306734250) on 3rd of April (Australian time), I would like to cancel my order, receive a full refund as the item will not arrive in time and will end up being of no use to me.
I have sent multiple emails requesting the order to be cancelled and to receive my refund in full. I have not heard from freepeople. I am feeling extremely stressed and annoyed at this company. This was my first time shopping at their online store.
Free People

Reply from Free People

Hi Serena, we're so sorry to hear about the recent troubles with your order. I'll be emailing you shortly, so keep an eye on your inbox!

This review has been reported to customer service by the company for violating other Trustpilot Guidelines.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

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Where's my order?

I bought items from Free People last week. And it's shipped by USPS, everything was going well until their website stop giving me updates. Is my parcel lost or something? I'm afraid I won't receive my items. One was shipped on 28th March and another was shipped on April 2nd. Both last update state that it has ' Processed through sort facility ' and the location is at ISC MIAMI FL (USPS). Will I receive my items? It's my first experience with Free People.
Free People

Reply from Free People

Regine, we're so sorry to hear about the recent troubles with your order. I'll be emailing you shortly with more information. Keep an eye on your inbox!
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over priced clothes

Don't buy anything from this website. they are basically fraud. Im hoping they will have a store open in US so I can go over there and start questioning why my things are not completed for weeks and keep taking my money. what are you guys doing with customer service!!! horrible company. Do not buy anything from them. Im so glad that I made a small purchase but still over $100. I sacrificed my hard working money on this company and they think this is a joke. No way in hell I'm going to buy another clothes here again. I don't mostly write any reviews. but this site is very expensive and I am just so upset the fact that they decided to take people's money that they worked hard for!!
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Free People

Reply from Free People

Rabbitface, we're so sorry to hear about the recent troubles with your order. I'll be happy to look into this and will be emailing you shortly. Keep an eye on your inbox! Or if you like, feel free to send an email to service@freepeople.com with the subject line of TrustPilot along with the information above and ask to be put in touch with Bridget.
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Worst customer service

I placed many orders successfully before but also experienced this annoying problem many times. Free people always asked me to provide a copy of my photo ID and a recent monthly bank bill with bank name because they cannot verify my credit card information. I don't understand why I have to provide so much sensitive personal information to them considering I have placed so many orders successfully without providing such information. What really angers me this time is that I placed five orders at the same time, one succeeded but the other four failed. It sounds ridiculous, doesn't it? It really happened. The reason is the same as before: I have to provide the information which I mentioned above. Could Free People please tell why some orders can be completed successfully when you say you cannot verify my credit card? And why I cannot use my credit card which I used many times on your website before? I am sure many customers like me have to wait for a very long time until our favourite dresses and clothes is in stock. But they are out of stock now as you delayed my order. I trust your products but your services really let me down. I am very disappointed.
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Free People

Reply from Free People

Alberto, we're sorry to hear this and would love to look into this further for you. Please send an email to service@freepeople.com with the subject line of TrustPilot along with the information above and ask to be put in touch with Bridget.
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Poor customer service..No customer loyalty

I have shopped regularly with Free People for several years now. I am constantly experiencing errors made on the part of employees in the store (for example returns not being posted on my credit card bill), and shipments being delayed and/or lost. I am tired of having to check the work of a professional company, especially when the items are so pricey. Also, there is absolutely no customer loyalty, in the form of rewards for shopping with the company, as so many other clothing stores offer. I have made a couple of complaints thus far to their website, and have been either blatantly ignored or received a consolation prize of a sad 10% off my NEXT order. I am seriously considering not putting large quantities of my money towards this unprofessional company, and making my friends aware of their incompetence as well.
If their responses to my concerns were met in a timely fashion, and with an acceptable way of apologizing for the error, I may think differently. However, I have not, thus far, received anything of the sort.
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Free People

Reply from Free People

Hi Stella, we're so sorry to hear about the recent troubles with your order. Please send an email to service@freepeople.com with the subject line of TrustPilot and ask to be put in touch with Bridget. Please provide your order numbers and the information above and we will be happy to look into this further to help make this right.
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Extremely Poor Service/Customer Service

I have placed an order wit expedited shipping, they charged the money from my credit card but never shipped my order, they also don't reply to emails or messages sent from their own site. When I called them they where redirecting me from one phone number to another. I don't think they will be profitable and stay in business for long time with this kind of attitude. Definitely not buying anything from them again and advise others not struggle with their so called business.
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Free People

Reply from Free People

Hi Dimitry, we're so sorry to hear about the recent troubles with your order. Please send an email to service@freepeople.com with the subject line of TrustPilot and ask to be put in touch with Carrie. Please provide your order number and the information above and we will be happy to look into this further to help make this right.
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lost Order..

Same here, I would really like to know where my order is, it stopped updating one week ago and I received no answer from the customer Service. I'm getting nervous about that big amount of money just being lost...so could you please message me?
Free People

Reply from Free People

Hi krikalo12, we're so sorry to hear about the recent troubles with your order. Please send an email to service@freepeople.com with the subject line of TrustPilot and ask to be put in touch with Carrie. Please provide your order number and the information above and we will be happy to look into this further to help make this right.
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Lovely clothes and problem sorted after posting here!

UPDATE- After posting the review below I was contacted very quickly and my problem was sorted within the hour, the customer service i received after posting was excellent and I will be ordering from them again in the future.

I love the style of free people clothes,the sizing can be a bit hit and miss but I can look past that seeing as the uk website,where I order from,has free returns and exchanges for different sizes.
What puts me off of ordering from them via the free people website directly is hearing of other people's experiences of the customer service,however I have ordered from them a few times before and had no problems, apart from the long delivery time which I find very long compared to some other overseas retailers but the delivery time frames are stated when you order from them so I can't blame them for that.
I placed an order with them last week and was tracking its progress until it stopped updating,I left it a few days before enquiring to them what was happening,as I kept thinking maybe it was just a minor delay and the information would soon be updated, but it has now been 7 days since it last updated and despite contacting them twice I have had no response about my order.
It is so disappointing that so many people have had problems with the Free people customer service as the clothes are beautiful and for the price I really would expect better service.
I also know many people who would love the clothes but are unaware of the brand but would not recommend them because of the stories of the bad service and now my own experience.
Free People

Reply from Free People

Hi Charlotte, we're so sorry to hear about the recent troubles with your order. I'll be emailing you shortly, so keep an eye on your inbox!
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Left an international order of more than 190 dollar 'in porch'= never received!

I never had problems with international orders: normally there is delivery to a real person, with a signature... Now the trackingnumber tells me that the package is 'left in porch': this means placed somewhere in an building at 21 hours in the evening! A place where a lot of people can walk through. Result: never received the package!!
I have already send two e-mails, no answer yet.
How can I ever made an new internationally order with this label again?
I am really disapointed, because there is no label like Free People in Europe.

Eva
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Free People

Reply from Free People

Hi Eva, we're so sorry to hear about the recent troubles with your order. Please send an email to service@freepeople.com with the subject line of TrustPilot and ask to be put in touch with Carrie. Please provide your order number and the information above and we will be happy to look into this further to help make this right.
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Spent 4000 dollars in five weeks, returned $500 worth , NO REFUND

I have purchased so many items from this amazing online store which I love . I am in Australia and I needed to send back a few items altogether $500 total. This was two weeks ago ,I have sent numerous emails in the last week asking what is happening and no one will reply!!!!!! But I am still ordering items as I love them so much! I just rang from Australia to the USA and they told me it had nothing to do with them as there are in the USA and I'm in Australia and they were returned to the Victoria ,Australia branch where they provide you with a label to do so. I am at my wits end as I have been such a loyal customer and all I want is this large sum of money back ASAP and the funny thing is if I got the refund on my credit card I would probably more than likely buy more clothes etc from them. I am deeply stressed about this and feel like I have been totally ripped off. Don't return anything in Australia as they won't even give you a phone number for the Victorian branch but when you call them they say they are in the USA and it has nothing to do with them!!!!!!!!!!!! I can't believe they treat good customers like this.
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Free People

Reply from Free People

Hi Linda, so sorry to hear about the recent troubles with your return. We will be reaching out to you shortly.
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This is the most ridiculous company I've met!!

I've been the customer of freepeople more than 3 years and placed dozens of orders with the company. This year I got couple of parcels which has items missing from the invoice. So I wrote emails to ask for the reason, meanwhile I placed orders as before. Then I found my orders has been cancelled without any reason, I called the customer service and they replied they will contact me within 48 hours, but no one called me. And I called again and was told they will send me an email. Today I received an email from the finance department, there is only one rude sentence "you are no longer eligible to shop online with any Urban Outfitters, Inc. brand due to multiple claims of non-receipt" !!! How ridiculous the company is!! They punish the customers because the customer complain their service! I'm really feel angry about the brand! They should check their works instead of ban a loyal customer. And also, I have hundreds of dollars of unused gift vouchers of return goods, they cannot just scrap my account! They should refund me the money! Here I saw I'm not the only one have the same experience, it's a shame of a brand never rectify their mistakes but only blames the customer! I will advise all my friends never order from this company!!
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Free People

Reply from Free People

Hi Dan, we're very sorry to hear about your recent troubles. Please send an email to service@freepeople.com with the subject line of TrustPilot, and ask to be put in touch with Carrie. Please provide any relevant order numbers and the information above, and we will be happy to look into this further to help make this right.
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the worst experience ever

Please take my advice and do not order from this company. I have been thru hell with them from the placing of the order to the 10 days to receive it. To the quality to the returns.. I have spent a lot of money and ordered many times so I can understand some mistakes but I had timebor enough space to write what happened you would understand whn I say run . Its not worth the time or money.
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Free People

Reply from Free People

Hi michele, we're so sorry to hear about your recent experience. I'll be emailing you shortly, so keep an eye on your inbox!
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It's lost, it's lost, oh wait here it is! Have two orders let's charge your card twice.

After being told by multiple people that my order was indeed lost, the order turns up and Free people still dispatches a second order and charges me for it, so paid twice for the order that has reached me.

They say that they'll re-route it but it takes 24-48 hours and that if they can't, I have to refuse it, problem being that I won't be here, and in student accommodation it will definitely get lost in the many other packages that come in.

So ultimately if the second parcel goes missing that shouldn't have been sent out in the first place because the first one is lost goes missing... I pay for it!!!

Edit: after a five minute phonecall with DHL they stopped the parcel and turned it around because they never received the request from free people and after contacting freepeople they said they have to take the charge again after they refund the second package, just gets better and better...
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Free People

Reply from Free People

Mymelody, we're so sorry to hear about the recent troubles with your order. Please send an email to service@freepeople.co.uk with the subject line of TrustPilot and ask to be put in touch with Carrie. Please provide your order number and the information above and we will be happy to look into this further to help make this right.
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Bad customer service!

I believed that FP is having the worst cs! This is my first time to make order in fp, but they said that they cant verify my credit card and asked for more information...even a copy of identical card...it's so weird that I have never get this problem from other online stores! Finally I provided the bank authorization code for them and settled the payment and got my good.
A week later I checked my bank and noticed that fp has made 2 times transaction from my card, one is settle and another one is still holding my card limit. I have email fp twice, but no reply!
Even my bank told me the transaction will be canceled after 14 days, but fp should apologize for their mistake. At the same time I have another order from amxxxxx store, but my order was lost by carrier...I email amxxxxx many times and they reply my email shortly and trying to make the best offer for me. Although I have a bad shopping in amxxxxx, its cs do comfort me and having a trust to shop again. FP really need to improve its cs, otherwise it's taking risk to shop for an untrustworthy company!

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(Got the reply from fp after the above post)
Got the reply from fp, but it's really make me disappointed on their attitude! They just emphasized that they wont double charge for the order and encourage me to contact my bank if I have any concern...!!!I just wanna complaint that they are still holding my credit card limit even the order was done! Is it make sense to hold my credit limit? Is it the customer responsibility to contact the bank? Why don't they cancel the transaction? Maybe it's my mistake to shop in this crazy and uuntrustworthy store, and get in this trouble! Never ever again!!!!
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Free People

Reply from Free People

Hi shanshan, we would be happy to connect you with the right party to have this looked into further. Please email us at service@freepeople.com. Please reference your Truspilot review and let them know that you have been contacted by Free People and asked that your email be forwarded onto Carrie.
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Don't ever contact Freepeople if there is a problem with your order, they will ban you!

I have been a longtime fan and customer of Freepeople. I never received any issues for most of the experience until about two years ago when I ordered two different orders within one day. Unfortunately I never received these orders and when I contacted Freepeople, they kindly resent me the items. Later on I received an email saying that I could no longer shop from their website due to the fact they decided to reimburse me. Hmmm alright fair enough. Being an economist major, I understood the concept of bad debts. I thought it was annoying especially because if it had just been one order made I probably would have only had one tick against my record but I understood the situation and where they were coming from. I have since changed my location. I tried to order from the website again and all of my orders were being rejected. I realized they associated my name as a red flag rather than my location. When I attempted to fix the problem, I was repeatedly ignored. I always sent very friendly emails explaining my situation and always was striving to find a solution to the problem I assumed we shared. Apparently I was a customer they didn't mind losing. I could never get a decent response. Once, someone from the customer service team said that they would forward my email to someone who could better help me. I never heard from anyone. I recently tried emailing them for the third time and never received a response. I assume they have banned me from ever sending them an email as well. I am really quite confused. I am being treated like a criminal for letting them know I didn't receive my packages two years ago . I don't know how long they will survive if they begin to feel like they can reject customers. I have done nothing to deserve this treatment.
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Free People

Reply from Free People

Chlo3333, we'd be happy to connect you with the right party to have this looked into further. Please email us at service@freepeople.co.uk. Please reference your Truspilot review and let them know that you have been contacted by Free People and asked that your email be forwarded onto Bridget

Free People Details

About this company

Free People Clothing Boutique - Official Site for Free People Apparel, Accessories and Shoes

Visit Free People

Contact information

Call us on: (800) 309-1500
We live here: 5000 South Broad Street
19112 Philadelphia
United States

Category

Free People is ranked 19 out of 19 in the category Fashion Accessories

Free People is ranked 427 out of 441 in the category

Free People is ranked 54 out of 54 in the category Ladies wear

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