Jessica B.

I purchased an Unreal Dream Jacket to wear with my bridesmaid outfit for my best friend's wedding. I couldn't decide on which colour pink and so I consulted the customer service team. They were prompt, friendly and helpful. I ultimately ordered the "petal pink" with a generous mid-season discount. It arrived within two days and it is absolutely beautiful. The quality of both product and service made this a really lovely experience. I will absolutely shop with them again and I can't wait to wear my jacket!

I was overcharged nearly $200 for my Free People purchase. My request for a refund was fair and reasonable. I included screenshots and clearly explained what had happened in my correspondence with the support team.
I needed to speak with 8 different consultants (many of whom clearly did not read/understand my emails) and it took 24 days to receive my refund. The consultants were rude and unapologetic. My experience of the Free People/Urban Outfitters customer service team has been frustrating and disappointing. I won't be shopping with them again and I would not recommend them.

I was overcharged nearly $200 for my order. My request for a refund was fair and reasonable. I included screenshots and clearly explained what had happened in my correspondence with the support team. I needed to speak with 8 different consultants (many of whom clearly did not read/understand my emails) The consultants were rude and unapologetic and it took 24 days to receive my refund.