This is my 2nd review of this site and its even worse than the 1st Their service is beyond horrible, totally incompetent, completely discourteous, and deliberately uncooperative. For some unknown reason, they shipped my Christmas order to Mexico City instead of Albuquerque New Mexico.
I have had to contact them 6 times, that's right 6 separate phone calls, placed on hold each time of course, about the non-delivery of one single item.
I still have not received the item, they refused to give me a refund for the item they couldn't deliver to me at all let alone on time, and they told me if i disputed the charge they would block my account.
In summary, NO PRODUCT, NO REFUND AND ABSOLUTELY NO COOPERATION.
I will never try to do business with this company again and I suggest you think carefully before giving them your money for any reason whatsoever

Dont get me wrong, I used to LOVE LOVE LOVE Free People back when they had gorgeous, unique, quality boho clothing, however over the years, they have continued to plunge when it comes to style, quality and pricing. I won't even start with the pricing-anyone you ask will tell you how crazy overpriced they are but the products do not match the price in any way. CHEAP and the styles have gone downhill. I get their emails and nothing catches my eye anymore and even so I think most of it is ridiculous and ugly now. I used to go craZy for Free People but they have lost their touch and took advantage of their followings from when they actually had quality clothing that had everyone looking twice at your styles. Now people straight up think its from the thrift store. I have bought some items and the quality of fabric has not even been worth $5. I do not recommend Free People anymore but I hope they will up their game with fashion/style and not just look to make a huge profit by selling whatever not flattering styles they can come up with in the moment -fast fashion with a huge price tag.

Ordered a pair of shoes 3 times and they send the wrong size every time, even after "verifying with the warehouse" that they were in stock. What a waste of time.

BEWARE! Do NOT expect your items shipped & horrible customer service

I have place 3 orders within December 24th - December 26th. All items have been in cart & I have paid for ALL items. I have paid extra to ensure items are sent to me by January 1 as stated in freepeople website. Out of the 7 items I have purchased only 1 item is in stock. So my entire order was cancelled by Micheal the supervisor. This is ridiculous and their customer support is awful. I requested to be transfered to a supervisor then he placed me on hold stating that he was communicating with his co worker as to my order being placed on "hold status". He said hopefully we have good news then he provides me with an inventory phone # so that I can call & inquire about my order. After a few minutes he comes back & advises me his
Co worker misunderstood his question. All items you ordered are out of stock that I placed on Dec 26th. Then he tells me if I would like to cancel my order? Then within 2 seconds the call is dropped. Freepeople online is awful and the company takes no consideration when it comes to their customers. Freepeople lacks customer satisfaction and their quality in the non existent customer service needs to be resolved. This is upsetting. If I had not called or looked at my fp account online I would be under the assumption that my order is on it's way. It was ME the customer that asked. They did not bother to send me an email. A very misleading company who promotes items that are not on sale. What a scam after having access to my credit card.

I am a Canadian purchaser. I did extensive research on sizing by reading reviews and using the size chart and nothing fit properly. I am athletic medium build, 5'8, who likes my clothing baggier, and these items were unwearably large. When I decided to go down a size in a bralette, it was far too small. It seems like there is no in between. I called customer service and they said they don't do exchanges internationally. I had to return it and repurchase another size, which ends up charging duty on it again. My very first order they sent in two separate packages, both with the total price of the one order. So, I had to pay 35 dollars in duty on each package when that should have been paid once. Plus the additional duty for the returns and repurchases. After spending $732 CAD, I would have expected much better customer service and refunds of additional duty charges. I have never dealt with a large cooporative company, who buys their clothes from poor countries like Vietnam and India, to handle customers like this. You know they are making millions, yet don't care about their customers. I am appalled by my experience with them. I feel extremely ripped off.

I had an issue with my Free People delivery from an online purchase:
1. It was delivered to my neighbor's house and not mine
2. The item shipped to me was the COMPLETELY WRONG item
I then decided to go online and do a live chat with a Free People customer service rep and this person was the opposite of caring and helpful.
Only response I would receive was "I do apologize" with no solutions to my problems.
I finally decide to call the customer service line and speak to an actual human being about my issues. The Free People representative on the phone tells me that The item I had originally ordered was no longer in stock. I obviously became extremely disappointed, and felt as if I got gypped. I asked what could be done to compensate me for my frustration and inconvenience when I had been under the assumption that my purchased item was to be delivered to me today. All he could do was give me a lousy small discount for any of my next online purchases.
I find this completely unacceptable, as I have been a loyal Free People shopper for so long. This is unprofessional and ridiculous.

I have had to mend tears and holes in 4 items of clothing thst I bought. I liked the style...and even the price was ok to deal with...but I expected top of the line quality. Don't buy!

Over the last few years I have spent close to $10k in their stores. You would expect the business to value customers who are loyal and provide revenue. Nevertheless, Their customer service over the past year has deteriorated quite a bit. SO much so, that i have drastically reduced my spending in their stores. A few months back. I purchased an item at full price that was put on sale within 10 days receiving it. I contacted them for the difference and they refused. Instead they sent me a 15% off coupon. Weeks later I purchased an item and attempted to use the coupon and was told it was expired. Moreover, the color I wanted, I was told was not available and would not be available. Less than 48 hours later the color I wanted was available on the website. I was told an exchange was no possible but I could purchase the one I wanted ( I have now purchase the same item twice for approx. $150.00) and I could return the original one. Now when I attempted to return the original purchase (still in the unopened package) I am told that I can only get store credit. I escalated to management, who again stated "NO EXCEPTIONS" Needless to say, they have lost a customer FOR LIFE. Can deceiving customers really be worth $150.00?

I agree with all the one star reviews here and feel stupid I didn't read them before buying nearly £1,000 worth of clothes from the company. In the first package 3 items were missing. I was told by the first CS person I would be refunded. When I wasn't I called again and the second told me I wouldn't be refunded but the items were on back order. Still no sign of them. Then, when I tried to return two items - with their apparently free and easy online UK returns - they sent me a collect + label that, when I got to the shop, they told me was out of date and didn't work. CS said there was nothing they could do about it as the system couldn't generate another label. So I'm now down 5 items - 3 that didn't show up and 2 I can't wear as they don't fit and can't return! This is nearly £400 worth. I spent nearly all of yesterday either on the phone to CS - who either simply lie to you or tell you something completely different to the last person - or on the live chat. They pretend that they've sorted your problem (there's a refund on the way, the clothes are on their way) but none of their promises materialise. However, I have called my bank who tell me it's basically fraud and they can investigate after a certain time and I will hopefully get my money back this way. But I can't believe how much time I have wasted on this and how stressful it's been. So frustrating, particularly as some of the clothes were really nice and I'd love to keep wearing their stuff. However, being in the UK, there are only limited outlets. BUYER BEWARE!

My shopping experience at the Coconut Grove store was a delight. The manager Stephany, Kat, and Kristy, all were professional, helpful and very friendly. Thank you all.

This email I sent explains the entire story:
Good Afternoon,
I would like this to go directly to a manager or someone of higher authority. I will keep having to send the same email over and over again if I do not speak to a manager promptly. I am writing to express my frustration and concern regarding the ongoing issue with my refund, reference number_______. Over the past month, I have contacted multiple agents about the status of my refund, each time being assured that the amount would be credited to my bank account within "72 hours." Most recently, I was informed by another agent that the refund would be processed on August 15th. The refund has still not been posted.

This matter has become increasingly urgent as l am scheduled to move across the country this Saturday. It is important that this issue is resolved before then.
Today, to my shock, I received a large box from your company containing items I did not order and have never seen before. I assume these were discards meant to ship for another person. The package included a powder, green juice powder, vitamins, an outlet plug, and three pairs of USED AND DIRTY jeans, along with a letter stating that I am not eligible for a refund. This situation is unacceptable and deeply concerning. It appears that your company is resorting to sending random items in an attempt to avoid processing my refund. I do not want discards from your warehouse and it is utterly disgusting that your employees have the audacity to send a paying customer trash from your warehouse all to avoid giving me a refund for items I returned.

After talking to 14+ agents who just wasted my time and gave me the run around and this matter still hasn't been resolved, I have decided I will take this matter to social media. Hopefully then someone will take me seriously and I can inform friends and family that this company has messily thrown in their warehouse discards as well as 3 pairs of pants that I have never seen, crumpled pieces of paper in a box, treating customers like their personal garbage can.

I request that this matter be escalated ONLY to a manager immediately and that my refund be processed without further delay. I have never ordered or received the items mentioned, and I find it appalling that such tactics are being used to withhold my rightful refund.

This needs to be addressed as a priority and confirm that my refund will be issued promptly with no automatic messages and no run arounds.

It took six months to get my package and they refused my refund and harassed me. It was awful and they were mean to me. When I got my items they were broken and couldn't be returned.

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 FP*******. 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!

I ordered a dress on sale almost three months ago to be delivered to Sydney Australia. I have experienced too many extreme problems that should not happen with an established company like this. Firstly the shipping took twice as long as it said it would. I ordered a size small but the dress was practically falling off my body it was so huge. I decided to return it but their so called paid returns made absolutely no sense. I paid for the return myself which was another $20. They told me that they dress was never delivered to the correct address. After a week on the phone to Australia post i realised that free people were just lying so that they wouldn't have to give me a refund. I sent an email with my correspondence with Australia post and they finally replied back saying that I would recieve my refund in 2-3 business days. After 7 business days had passed I was obviously upset and sent a follow up email asking for a correct estimate of how long my refund would realistically take. They had the audacity to try and tell me they couldn't locate my dress again. After I forwarded all my previous emails in which they admitted they found the dress and would issue my refund they sent another lying email saying I would recieve my refund in 2-3 business days. It has been two weeks since then and still no refund. I am so livid this whole company is a scam and was a disaster since the beginning.

Ordered pants through Free People, never received any sort of notification that they were arriving, until today when they were out for delivery. I opened the package, completely wrong pants, wrong everything. I immediately and told them they sent the wrong pant. The customer service in chat said they would immediately send me new pants that were the correct ones. I was sastfied and they emailed the confirmation, until I read that it was an exchange and that they would only send it once I sent the pants back, and it was received, and it would take 14 days, and the original pants are back in stock. I was so confused, that was opposite of what they chat customer service stated. I said that to them, they go well we need the item back. I go understand, but no other company does, that you made the mistake, send the correct item. I will send the pants first thing. I can name 5 plus companies that will send these back, or will just charge me. Why wouldn't you just follow the same policies? The refused. So, I am forced to send back, and wait, 14 days, and then wait. Its on there mistake.

Avoid at all costs. It's impossible to talk to customer service. They put you on hold forever. Too much hassle for online purchase