I ordered a dress that arrived after 3 weeks and it was full of lose threads and the embroided flowers were falling apart. The flowers are really crocked. I contacted costumer services and talked to atleast 6 people. One said that i could get 20% back if i wanted to keep it or i could return it. Then i get a message telling me i can only get 15% back and then i get another message saying i will only get 10% back. I paid tax to get it in to the country and was really dissapointed at the bad quality. I didn't get a return label and get told that if i want to retur the dress then i would need to pay for the return cost. This was my first time ordering something from them and last time. I haven't gotten a refund either and the costumer services have closed the chat on me 2 different times now so i can't talk to them.

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!

Unfortunately I am adding another company to my boycott list. Free People needs to decide if they are selling clothing or sexual toys. Last week I went to check out and on the ""add-on"" list was a vibrator! I canceled my order until Free People get back to the basics of smart fashion company.

The movement is that this company is very very poor in Customer Service. I ordered an expensive item on 3/18/23. I had an estimated delivery date of 3/26/23. Never received the item. I called to inform the company, Free People. The Rep said to call back in a couple of days. I did that. The second Rep said to call back in a day. I did that. The third Rep said to call back the next day. I did that. I am getting the runaround. No one will help me. I even went to their Corporate and complained. I get nowhere. All I want to know is where my order is or give me a refund. Is that too much to ask? No, I do not think so. Macy's and Nordstrom have way better customer service. You all need to attend their school of excellent Customer Service.

I ordered from Free People's website, and even though it recognized I was ordering from Australia, it did not change the currency. I was charged almost double what I thought I was spending. I contacted them IMMEDIATLY and they still wouldn't cancel and reverse my purchase. I was charged bank fees, had to wait for the parcel to arrive, and had to pay to ship it back. They only partially refunded me as the "exchange rate had changed since purchase." I have spent more than 4+ hours in writing emails and speaking to customer service reps. All who were very nice, but almost none were of any help. I believe I am still owed $40+, but will most likely never see it, and will definitely not be ordering from them again. Shame on you Free People.

This site has the worst customer service that I have ever experienced. It is impossible to get anything resolved, and I have made numerous attempts and spoken with several people. I don't trust them. I made a purchase and both items were damaged. I packaged them together and mailed them back the day after I spoke to a customer service representative who sent replacement items to me. One month later I'm issued two chargebacks with them claiming I never returned the original damaged items! I was called a liar and told to just return the merchandise. The problem was they were unable to track the package for which I used the smart label. I was able to track the package and told them that they did indeed receive the merchandise. Now they are questioning what I actually put in the package... are you kidding me? I think this company is fraudulent, bad business practice trying to stiff customers to increase their revenue. Buyer beware, please take your business elsewhere.

When you look at your wardrobe filled with free people clothing the customer service they provide is the worst i have come across recently (free people do not care about customers)
Now you can not speak to a human & chat is not resolving a simple issue or rather they cant
Im disgusted they operating in this way this is the 2nd time i have tried doing a return to print a label / qr code in the drop down you should click onto the retailer you are returning to (no free people in the drop down 1st time i paid to return it as contacted customer service who say they will email a QR returns label and they cant do it
Its not free at all so today same problem and chat service is not customer service at all polite they maybe but cant resolve or help with a return?
Anyone else finding this problem

This site takes the money and does not return it to its owner if the order is canceled! I canceled my order for more than 2 weeks and still haven't got my money back! And every time I ask about the reason for the delay, they say after 3 days it will be returned until I complete the two weeks and I am still waiting! Scam site!

On their website they mentioned order over 100 to Canada there will be(( no import or additional fee)) it's a lie ‼‼‼‼
Do not believe that
I paid 116$ for an order of 250$
I called costumer service they said ( when you put your order you checked you will pay duty on delivery) which is not true because there's no such choice or option on billing page and info I was completely not aware there's such similar fees because they don't mention it AT ALL‼
They are scamming their customers.

Order from them and you lose access to your cash

My daughter is traveling in Latin America and decided to buy online from this company despite my advice against it.

The order was for GBP 443.75 which she charged to her debit card. They sent the charge to her bank and subsequently they charged her GBP 300.15 and GBP 115.57 when thy shipped the order.

But they also BLOCKED her account for GBP 443.75 which they now say that they will unblock in 3-6 business days!

So if you charge this to a debit card you are without access to YOUR MONEY for 3-6 business days (could be more than a week) for an amount equal to your purchase.

Needed it in 4 days as I was moving (got "express shipping"). Still hadn't shipped 6 days later & they claimed they couldn't change address it was going to be shipped to so I asked to cancel order. Customer service said they'd put in the request, but took money out of my checking acct instead, overdrawing me! I've contacted them 4 times, finally asked for a manager who told me they'd refund my money in 1-3 days. Guess what, it's been 5 and no refund. Had to file dispute with my bank. I think they sell stuff they don't have in stock and have to wait for it to come from China. I never write reviews but their runaround made me so mad I wanted to warn others about their online operation!

I placed an order recently and an hour later they cancelled my order due to "restrictions on your account" 1 I rarely shop at free people this maybe my 3rd time shopping there, the very first time i shopped there i returned a romper and their customer team didnt refund me because they said it wasnt the same item, in which if they actually look at their merchandise it was but that issue was 2011. I had to look at their reviews to see their response to online complaints, one person in particular they told her they were deactivating her account from online purchase but she would be welcome to buy in store, i assume thats probably what theyve done to my account as well

Last year I found Free People. I loved the store and went a bit crazy. Well, that was until I had the worst experience returning something.

I returned something last year. I shipped the return back after bot liking the quality of boots and tennis shoes I purchased.
Free People said they received one of the items in the box, but could not locate the second item. I won't go into all the detail, however, I finally got it taken care of and thought it was over. My credit card was charged a few days ago by Free people and I haven't shopped there since last year. I won't shop there after the horrible experience I had returning the shoes.

I contacted free people about the charge. They stated they never recieved the pair of shoes last year and charged me again.

I went through my Free People expenditures last year and found that they charged me twice on an online order. They also charged me shipping on orders that were over 400.00.

If you have ever shopped at Free people online, please check your bank statements and look for repeated charges in the same amount within two or three week period after the original amount was charged. I have all my reciepts in email. I was able to compare all the charges.

If they're doing this to me, they've gotta be doing it to everyone. So dissapointing.

Urban outfitters owns Free people. They also own Anthropologie. If you shop at any of these retailer, check you credit card statements.

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.