Free People Reviews

My experience with free people uk returns. One of the best refund processes I’ve encountered. As soon as return label is scanned at post office I have received an email and refund within two hours. Had some negative experiences with refunds with them a few years ago but the improvement has been excellent. The clothes on the other hand can be very expensive and lots of mine go back because the quality or colour isn’t as nice in real life unfortunately.

Avoid avoid avoid. Appalling customer service - if you manage to get through to them. They just repeat same sentence. Clothes look lovely but beware if it doesn’t fit or you don’t like you’re stuck.

I ordered a dress and necklace for an event and that was 9 days ago... it has never left the shipping facility and they want me to wait another 7 days? They don't care and seemed un bothered. Reno NV to Salt Lake City, UT should be a 3 day delivery process. Ontrac also seems to not care. Do better, use a better delivery service... get people who can be helpful on your customer service line. Never ordering from FP again.

I was a little comprehensive after reading trustpilot after my purchase however transaction was extremely smooth , ordered on Thursday and received Saturday morning . Very happy .

I ordered a pair of pants and a shirt and it was marked as delivered but we have not received them. I have been trying to resolve the issues multiple times this week alone and just now I received an email back. This is a PO box shipping address and the resolution was to talk to neighbors, file a police report and contact my credit card. The item was not delivered to my PO box and this is beyond frustrating.
This is the respond from customer care:
"Hello Nils,
Thank you for reaching out to us. This email is in reference to order FP09844194. Unfortunately, we are unable to file a lost package claim because the courier verified delivery of your shipment. If you are unable to locate your shipment, please check with neighbors and family who live with you. If you are still unable to locate your package, please dispute the charges with your credit card company. Then, file a police report for stolen property as well as claim the stolen property with your homeowners or renters' insurance. I apologize for any inconvenience.
Best,
Abrieanna
Free People"

Their reply on FB: Hello! We're sorry to hear about this. Delivery has been verified for this order. Given as such since we are not responsible for stolen packages, for reimbursement you may reach out to either your homeowner or renters insurance company or you may dispute the charge and file a missing report with your local police department. We do apologize sincerely for the inconvenience caused.

THIS IS BEYOND UNPROFESSIONAL!

Almost certain this website is a SCAM! Bought items, site crashed, re bought items… turned out I was charged for both. Can’t cancel or return. Paid for fast shipping on both orders… will take nearly 2 weeks instead of maximum 6 days, NOONE to contact! Awful customer service. Their customer service says “we’re here for you 24hr a day…” their phone lines have always been shut when ever I ring. So useless. Awful company AVOID

I ordered a pair of pants and a shirt and it was marked as delivered but we have not received them. I have been trying to resolve the issues multiple times this week alone and just now I received an email back. This is a PO box shipping address and the resolution was to talk to neighbors, file a police report and contact my credit card. The item was not delivered to my PO box and this is beyond frustrating.
This is the respond from customer care:
"Hello Nils,
Thank you for reaching out to us. This email is in reference to order FP09844194. Unfortunately, we are unable to file a lost package claim because the courier verified delivery of your shipment. If you are unable to locate your shipment, please check with neighbors and family who live with you. If you are still unable to locate your package, please dispute the charges with your credit card company. Then, file a police report for stolen property as well as claim the stolen property with your homeowners or renters' insurance. I apologize for any inconvenience.
Best,
Abrieanna
Free People"

Their reply on FB: Hello! We're sorry to hear about this. Delivery has been verified for this order. Given as such since we are not responsible for stolen packages, for reimbursement you may reach out to either your homeowner or renters insurance company or you may dispute the charge and file a missing report with your local police department. We do apologize sincerely for the inconvenience caused.

THIS IS BEYOND UNPROFESSIONAL!

Don’t go near this company! They took £108 from my account then emailed me to say the order had not gone through!!! Tried to get my money back, was told it would go back into my account in ‘3 - 45 days’!!!! I am STILL waiting. Don’t know who to report them to but they should not be allowed to trade

Sent me the wrong item.

Tried to offer me 20% off in compensation... but did nothing to ease the return of the item or send a new item.

I'm currently £88 down and have the wrong item. I will now have to waste my time going to the post office (time none of us have nowadays), then wait to get the new item or if it's out of stock up to 30 days for a refund.

Basically they send you the wrong thing and expect you to fix it...

I was told online that I could not return items as they were on the sale. However this was not transparent from their website. Luckily I am near a store who accepted the return in person but such a nightmare!

The worst company ever. Orders do not arrive and customer service is useless!!! Nobody knows where the order is and how to track it!!!

Have been waiting on my order for more than 2 weeks now. Checked in with customer service, one time I got told it was delivered, which wasn’t true, second time I got a track and trace link that wasn’t working, third time I couldn’t get in contact. Each time they send me a request to wait 48hrs in order for them to give me an update on the investigation. Never got the message. This is ridiculous for an order of 400 euros.

There should be a zero rating.
I purchased 4 shampoos, one arrived and three didn't. I waited for any update from them .. nothing. I chatted online with them (phone was not available) and they promised 24-48 hours to hear from them or to receive the rest .. again nothing and no update. Chatted again, they gave me fluid and open-end promises that they will look at my case and write to me. I told them to sort it out that day then they said they have put an order and it will be shipped and I will receive email about my case and about the shipment .. and yes again nothing, no one has the courtesy to at least send an email to explain where are we and what is happening. So, I called and again they seem don't know what is the issue and they just ask again what do I want and what is my problem, seriously! at least you should have a record for customer service linked to their orders, a basic function. I explained again and now they are saying we are waiting for the item to come to them from the warehouse then it will be shipped .. no dates just fluid open-ended promises. I can wait for days or years!.. Very unreliable and I couldn't trust them anymore .. I asked them to refund the three shampoos. I will see what happens in the following days.

I ordered a dress 2 weeks ago so I could wear it for engagement pictures in July. After not receiving the package in the expected timeframe, I had to call customer service just for them to tell me that my dress was on backorder till August. Couldn't shoot an email to let me know any of that. I immediately got a refund. This is the first time I have tried to purchase from Free People and it will be the last. For as popular as this company is, the incompetency is astounding.

I bought these sandals last June for $160. They are falling apart. Only worn for a few months. I have a $25 pair of flip flop that I wear all the time and they still look great after three years. If you enjoy being ripped off this is the place for you.