Free People Reviews 

Avoid this unhelpful ,useful place at once !!!! my phone was stolen at there store and no help was offered whatsoever.
I took my parents who came for the week from Bulgaria shopping around Oxford Circus and my mum stumbled across free people which I never been too ,but decided to go in and at this point I wish we never entered !!
I had my phone in my bag which was infront of me and closed. I was receiving messages so took my phone out and then my mum showed me a dress and I put my phone in my pocket and within minutes I went to grab my phone from my pocket and it was missing. There was only 4 people in the store so then told the sales associate and they said they couldt do anything about it or help me !!! There was one lady who looked at me laughing when I asked if they could check underneath there garments which was under there property which they could have searched but could not be bothered at all and said everything is okay and said they don’t have cctv and asked to go to the street police but she said no and clearly they do have a cctv. No help whatsoever or any empathy offered. Please avoid this place !!!!!

I bought a £140 shirt on April 20th. A pair of denim shorts arrived on 24th with no paperwork whatsoever. I contacted the chat and spent an hour trying to make Mervin D understand. It’s a shambles. Monday and no-one answers the phone, no-one is on Whats app. I was understanding, now I’m raging and reading the other comments, I’m so disappointed. I’m contacting Paypal now. Free People don’t care about customer serive at all.….

I received an email to verify Order# FP15071644
Return Royal Mail Tracking Number: XE935257647GB

Your item was delivered on 23-10-2023.

DELIVERED TO FREEPEOPLE RETURNS!

I already complained about this order as I had returned a pair of boots, which is shown as delivered to their return center, but did not receive a refund until I wrote a bad review on here. I waited over one month before I wrote the bad review. I deleted it because they finally sent the refund, but did not email any confirmation.

So, here I am again, complaining about this company. They refunded the amount, but are now constantly emailing:

We recently attempted to charge your pay method for an item that wasn’t returned to our distribution center as agreed upon or to rectify another financial issue with Free People. Our attempt to charge your pay method was unsuccessful. This happens because your credit card was declined or your original pay method is unable to be recharged.

Due to this, we’ve placed a hold on your account until we can resolve this matter. Please note, this hold applies to any of your URBN, Inc. brand accounts, including Urban Outfitters, Anthropologie, Free People, and Terrain.

Restrict my account then.

I don't care anymore.

I won't shop with you guys, I am so sick of being treated like this. Not worth the stress. I will spend my money eleswhere!

Literally the worst customer service I have ever received ordering online.

Placed my first order for £160, 5x identical tops in different colours. When the parcel arrived the package was broken at the seal, not even torn just looked like the bag wasn't fit for purpose & it had split at the seam. Immediately called customer service & the team in the overseas call centre here tried to help & were apologetic. They passed the issue over to their 'UK help office/help centre'... I emailed pictures of the package & explained once more the issue & that I would like the missing tops replaced soonest. Wow from here on out it went bad to worst!!
They told me to take it up with royal mail as they weren't responsible, contacted royal mail who assured me they couldn't help as the retailer was responsible till the point of arrival.
Advised free people of this via email & was basically accused of fraud as they said it left in one piece... well obviously! They told me I needed to take out a police report, utter insanity.

After 6wks+ of protracted correspondence/chasing & me finally raising a dispute with my credit card & also threatening my consumer rights I FINALLY received a refund (check out the direct gov website for this info).
The refund was still £8 short, they had not refunded the full correct amount. So after another final chaser they refunded this £8. Within 1 days of doing that they then blocked my account (across Free People, Anthropologie & Urban Outfitters) as the credit card company had held their funds back too in this intervening period whilst they refused to refund me.

The Customer Service was a total joke from start to finish for a pretty pricey brand, Free People US really should step up here as the UK arm is letting down the brand.

I was trying to buy a blouse and getting an error message at check out. I tried to use the online chat function and for some reason, despite clicking the link on the UK page I was redirected to the US. They told me they couldn't help. I found an email address and contacted them instead.
I've now had five response to the same email enquiry, none of which have offered a sensible resolution. I have replied each time but no one in customer services appears to be able to read what I write. Every time I get another response to the original email and not to my latest information. I have asked customer services now several times to stop harassing me and they continue to send nonsense emails that are unhelpful. This surely against trading standards regulations?
Stay away from this company, customer services are inept and will not be able to provide support in the event of an issue. I will not risk a purchase from this unprofessional operation.

The courier delivered my parcel to the wrong address. The delivery photo is not even a property in the same street. I reported it to Free People straight away and their response was "It's delivered."

I contacted them two more times to explain it was the wrong address and the parcel was missing. They did not respond, so I gave up and got my money back from the credit card company.

Once I did that, they got in touch very fast. I explained the problem again.

They insisted that the delivery photo is my delivery address.

They have frozen my account and said they will not unfreeze it until I pay up.

I replied with a StreetView link showing that the correct delivery address is completely different from the delivery photo.

They have responded and said: “​​We will be standing by our previous statement that the item was delivered based on the evidence provided by the delivery service. As such until the dispute is reversed in our favor or payment is provided the hold on the account will remain active.”

It's so ridiculous, it's funny. They are punishing themselves, not me. I spent around £1,000 with them last year and they have frozen my account because the courier lost a £45 parcel.

Absolutely appalling customer service that has put me off ever ordering from this company and I’d recommend you NEVER order from them. They duplicated my order and charged me twice. I have been chasing for a refund for the last 5 MONTHS and they fob me off and deny having ever taken the payment (despite it clearly showing on my bank statement).

They are even worse on the phone. Talked over me constantly, refused to let me explain the situation. I’m not one to shout and scream so I stayed very calm and tried to clearly explain each step of how this happened and the Free People customer service agent started shouting over me and which was very distressing so I hung up. I work in customer service and I would’ve been disciplined had I spoken to my customers that way! So unprofessional.

I emailed to complain and explain my situation and was told someone would come back to me in 3 days. I never heard back.

I am now out of pocket for their error and despite numerous messages and calls, I just get told someone will come back to me in 3 days and then they never do.

I will never purchase from this company again. While their clothes have lovely designs, they are expensive and terrible quality and their customer service is not much better.

They have flat out stolen from me and I will be contacting the ombudsman for advice. I don’t understand how this company is still running in the UK!

Thanks for the support NOT

What’s the point in offering support if you don’t give it?

My order went to the wrong address, gps has confirmed courier delivered it to the wrong place and I emailed you to get in touch with the courier so they can retrieve my parcel from the wrong person they gave it to and you haven’t responded yet? How am I supposed to get my parcel? It was a Xmas gift

Got my product within 6 days but was to big return was east & refund within 10days. Overall satisfied.

Absolutely disgraceful! Not able to generate a return label online! Had to cal! No return label so far! Very expensive item!!

Do NOT use Free People online platform! Total nightmare. Waiting for someone to call me!

My £160 order for two jumpers turned up after a week wait complete with dog hair & food debris! Clearly this is a return that hasn’t been checked.

I’d originally ordered 4 of these jumpers in total as they came back into stock - still waiting for one jumper almost three weeks on.

Customer services say sorry so that should make me feel better but somehow it doesn’t.

When the final jumper arrives all 4 will be returned out of principle.

I wouldn’t purchase from Free People again, whilst I love the style the service is so just poor - I’ve received far superior care from Vinted sellers!

Order No. FP14970831

Worst customer service ever. Deliver wrong items, promise refund and then never reimburse. Outsourced somewhere in Mumbai…shame really as i line their clothes but qualitin products and service are a nightmare!!

Never order from here. I bought 3 items and returned all of them. They only refunded me for 2 even though I sent them all in the same package. Absolutely diabolical customer service. I can’t afford to pay £118 for something I don’t own. Completely disgraceful.

Pleasant improvement, I made 3 orders past month after a 3 year gap, because service previously was so terrible. Fast delivery, when one item arrived without a tag I was able to speak to someone on chat quickly and was assured it would be noted in my return. My returns process so far has been acceptable. Fingers crossed it says this way

I received an incorrect item so returned noting the item was incorrect. The other jacket in the return was refunded but not this one. I contacted CS several times and was told I would receive the refund within 24-72 hours. It’s been 6 days and still nothing. When I chase, I either don’t receive a response or one that says I have to wait another 24-72 hours!

They say they offer returns & EXCHANGES on their website, however this turns out to be false.

I ordered the Zaria set in a size S.

I now received the item and unfortunately it is just a little bit to big so I checked the website again and it was now also available in a size XS.

However if I would like to "exchange" my item (S) for a (XS), I would have to return my item, for which I would have to bear the shipping costs (20 EUR) and subsequently order the same item in a size (XS) for which I will AGAIN have to pay for shipping costs.

Basically, this means "exchanging" an item costs me 30 EUR and is genuinely, not an actual exchange but a refund and re-order.

Furtermore, the chat doesn't work and there is no dutch or EU telephone number available for customer service even though they are located here as wel.

Lastly, returning the item in the dutch store in Amsterdam is also not allowed.

Truthfully, I am quite disappointed with their service, which is a shame because I used to love their items.

I have been a customer for a good few years. Have always LOVED EVERY PURCHASE. My last purchase of a Camden sweatshirt was very thin, the colour ran onto my white jeans FUMING !! The quality has changed. NOT FOR THE BETTER ! I washed it on a 20 AND THE COLOUR IS AWFUL NOW. Really faded. £78 down the drain.

Absolutely disgusted with this company.

Just tried to make a purchase and found my account is locked - they are telling me I failed to return an item from May 2022!!! In fact I returned the item with the postage label they provided!!! I have return confirmation from them and also klarna ( both received in June 2022). Heard nothing about this apparent problem until today - no email, no call, contact!!

They also said they tried to take payment again from my card for the failed return! THAT WOULD BE THEFT and thankfully didn't get authorised!!

Appalling customer service from such a large corporation. Im told my account is blocked with urbn, anthropologie and a list of others. NO PROBLEM I WOULDN'T EVER CHOOSE TO SHOP WITH YOU AGAIN!

Beautiful clothes but unfortunately came up too big but Waseem K in the customer service seem was so helpful and polite and really cheered up my day

I can’t believe the customer service. I have now written about 6 emails several times on live chats where I have been lied to.
They are not competent enough to change an invoice of an cancelled item since 3 weeks. And so much more. It’s absolutely disgraceful. I really loved buying clothes there but definitely not anymore when it’s impossible for them to deal with the easiest things and rather lie!