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.

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.

If there was a 1/2 star, that would even be too much! I ordered Jeans, took a long time to get. Once it came in the mail I got two shirts, for $160. Jeans that I bought. The individual's name and address was inside the package of who it belonged to. I called them in hopes that they had my Supernova Cord Jeans. They said that they had someone's shoes instead and was returning them back to FP. DO NOT PURCHASE! You are taking a chance on getting what you paid for. This Company is a JOKE! Now the jeans that I ordered are no longer available. WTH!

I only wish I had checked the customer reviews before ordering. At that time there was ONLY 1 positive review and all the other bad! I'm still waiting on my order even though Free People sent and email stating HAD been delivered! Nope! Not true. Talked with at least 12 different reps and their hands are tied because they, too, are in the dark. It's ridiculous. 2 of those people told me that it's common for a driver to state the package HAS been delivered when it HAS NOT! What? Who does that? Oh, yeah, I know... FREE PEOPLE! Don't shop here. Nordstrom's has the best customer service around. Well, actually, EVERYONE has better customer service than Free People. Buy at your own risk. Too bad.

I order so much from this company online and I am not going to any longer. I have worked for retail companies they actually carry and can't believe how horrible the return policy and customer service is. The quality and merchandise has been lacking for quite some time now. Time to spend my money elsewhere.

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.

All high end stores ag free or returns or at least exchanges without a receipt as long as tags and within 14 days. I got something for Mother's Day and wanted to exchange but said I had to have a receipt. If I want to be treated that way I'd shop at forever 21. Don't waste your money. Go to Lulu or Alo.

Michael got my issue resolved of my account being on hold in minutes. We quickly resolved the problem with his kind & very personable guidance. He deserves the biggest shout out because I had been working to get this issue resolved for almost 2 months & Michael fixed it in minutes! Go Michael! You are appreciated in Norfolk, VA!

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.

I have purchased so many clothing items from Free People for over ten years. Love the style but hate the quality! I have purchased mostly everything for full price and there's an expectation when you are paying full price. I had a leather jacket, well I thought it was leather that I wore in public recently and all the leather start flaking off the jacket shedding onto my clothing. I. Ever realized that it was a thin layer of sone type of synthetic. The jacket was around $480.00. Last evening I took my favorite handbag that was suede, and lightly used and I had to have my husband stop the car as the chunks of suede were adorning my black outfit. This handbag was $150.00. My clothing is maintained in a home that stays between 68 and 70 degrees year round. I'll be honest with you I never expected this to happen and I love the style dearly, but I must say I will not be back to shop due to quality concerns.

This is the worst clothing company. Do not support. They charged my card without authorization after telling me that my item was unavailable 3 weeks later. I tried to speak to customer service to get a refund. NO ONE would get back to me. Their quality is crap. Move on. Do not purchase. Scam company

Free People has quite literally the worst online customer experience I've ever encountered. I ordered something in December and was sent the wrong item. I reached out to CS to let them know and they said they would ship the correct item which never arrived. I then was issued a second unauthorized charge in March for the item they sent that I DID NOT ORDER. After speaking to customer service multiple times to get this charge removed, it is clear that their strategy is to bully you until you are tired of fighting. Not shopping at this franchise any longer.

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.

I bought a top that I really like, from a Free People in Napa. I decided to order a few things because there isn't a shop nearby. I was informed that my package was delivered. It wasn't. I called them and was told to wait 48 hours before calling them. Still no package. Called and was told they would cancel my order and I could try to reorder.
Wow, so not what I wanted, as I planned to take these items on vacation next week. I don't understand how lying is an accepted way to do business-

I ordered 3 items for a birthday gift to myself. 1 item was not something I ordered, one item was filthy, the other was fine. It took over 7 attempts to get refunds or exchanges and hours of discussion. I ended up never actually receiving a replacement for the filthy item. I didn't know a 3 item order could be so difficult. It's not worth it to shop here if this is how order issued are handled. This was free people's mistake, not mine. I am extremely annoyed at how this was handled and the fact that every time I contacted customer service I had to explain the whole situation again. It also took over a month to get partial resolution. I love your clothes, but your customer service stinks. They're in dire need of improvements to the shipping department and customer service.