This company has been a nightmare to deal with. It took over a month to even receive these children's sized pants and when I wanted to return I had to pay my own shipping and given an address. I paid the shipping, sent the pants and have not be issued a refund. I return to the chat and told they don't have my order. I copied the email to show and last conversation, still no refund. This company is overpriced garbage and horrible customer service.

Free People have for the second time sent me a damaged item after ordering online. When a customer orders online, should they expect their item to have a massive hole in it and be pre-worn smelling like body odour? Well that is what I received. I'm horrified and appalled. Worst part of this is that Free People aren't even willing to answer my questions about how this can happen. The item is not stock for them to send me a new one and they don't have a way for me ship it back for a full refund without ME having to pay for the return shipping! What a joke!
The item cannot be worn but yet I have paid for it so I'm stuck with it? Doesn't make sense to me. Disgusting.

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.

They have cool stuff occasionally -- but shop in person, not online. The online photos are often not of the correct products and "coincidentally" the photo is always of something much prettier and higher quality... It's incredibly frustrating to keep sending stuff back over and over again when this could be easily remedied by Free People just using a picture of the actual product, not photoshopped, and in normal lighting like every other online store. I've stopped buying from them for this reason.

I got 7 dresses for my bridesmaids and I ordered in the store eight one. Express shipping and so on... The dress should have arrived within a week. A month later, after 7 "updates" on the shipping date, I called customer service and they were so not helpful that I swear to all future purchases in my life: I will never buy anything from this store again.

Worst customer service! There was a problem on their website and my order was placed twice. They just kept repeating they could not cancel one of the two order and then 2 days later the 2 orders shipped. Since I'm in canada I will have to pay for customs and taxes for import and then I will have to pay the shipping for sending it back, and they were clear that they were not paying for it. It was their website's checkout system's fault! I've never been so infuriated with a company customer service in my life! I just can't believe it...

I ordered a top and it was too big. Sent it back as an exchange for a smaller size and they processed it as a return so I got charged for shipping which should have been free. Reordered and they shipped the wrong item. I spoke to a rep who assured me that this time they would exchange it for the correct item. They once again processed it as a return. Great clothes but terrible customer service. Not sure I'd order from them again

I am very upset with Free People, I ordered a couple pair of shorts June 21, one pair was placed on back order and not expected until August 7. The other pair of shorts say they were delivered. No package has arrived at my home address. I have been in contact with them and all they will do is investigate to locate the shorts and if not located I will receive a refund in 3 days. REALLY! Did I place the order to go through this and not even get what I ordered and pay CC interest on an item that I will never have. Next big question is am I going to have fight for a refund and will I ever receive the other pair of shorts or have to go through this once again. VERY Bad business for expensive priced clothing. Unbelievable!

I would not order from Free People if you're located in Canada. I was assured multiple times by different agents that the return shipping and duties paid would be reimbursed (61$), and it still has not been. This issue has been ongoing since April and it is now December. I would never order from there again unless you I wanted to waste money. It is necessary for the survivability of a clothing brand to make the process of purchasing, trying on and return clothing that does not fit seemless, otherwise they will lose their customers.

Had a web special, buy $150 worth of product online and receive a gift card. Used the gift card to buy some items. I am now being told I can't return or exchange the items as it was a promotion! Their sizes run all over the place and when buying online you would imagine there would be some ability to exchange. Absolutely horrible policy and company.

The most disappointing thing about Free People is I'm willing to pay more money for my clothes, I've been replacing my wardrobe gradually with better items. But quality is just not a thing with Free People. I've paid $100 for a dress that unraveled the first time I washed it (by hand, as per the care label instructions), I've invested in Gold Plated Earrings that broke within a week, I've paid $40 for a Tshirt that pilled within months. The only time I've been happy with the quality, it's items that they resell from other labels like pants from Boyish or some shoes I've gotten. I've had a love for this brand for over ten years and it's the most repeated brand in my closet, thousands of dollars later I've come to realize Free People is total s.hit. I'm more than willing to pay the extra dollar but not if the quality has disappointed consistently. Save your money and the planet by shopping somewhere better. I could add more photos but I'm tired and done with FP. Do better.

Love the clothes but be careful when ordering online. I was just sent a pair of clearly used pants…I have 4 other colors of the same. The pants I was sent were worn, washed, dried - and shrunken pants (supposed to be dry cleaned). It was very obvious. It is also the third time I have been sent used clothes that have been retagged and sold as new, or I would say it's a fluke.

I was excited for this dress! Too bad I could
Have bought the exact same thing at Party City
For four dollars. It's literally just a piece of
Polyester with a very thin lining. Not only was it
The wrong color it was just plain sad. I would
Not spend ten dollars on this dress let alone
300! Don't make the same mistake I did!

My whole life I never allowed myself to buy any name brand clothes. I finally convinced myself I deserved a few things! I spent over $600 at free people and I got 7 of my co-workers to buy their one shot hot onesie as well (by showing off my own) so overall over $1000. 4 of the items I bought myself either ripped within the 1st hour of me wearing them or had the stitching unraveling. So I reached out to free people to give them the opportunity to make it right… they offered me 15% off my next purchase ($10) that's it…. Highly disappointed.

I am a UK customer and have purchased on many occasions from FP and until last year I was satisfied with the custom. However recently items from orders were not included in the delivered package contrary to the paperwork and payments taken. I was refunded for 2 items the third refund took approximately 3 months while I was bounced from pillar to post. Eventually I had a refund. Recently I had an email informing me that FP has put a hold on my account as I have not returned an item- the item which was NEVER delivered. I am speechless. Not sure if this will be sorted otherwise I will need to seek legal representation.

Worse Customer Service online. The process is extremely slow. You will receive your order for the following holiday. Make sure you give them 1 year or more to process your order. They will feed you same sentence every time. The products are over priced and the quality is not so great.