So disappointed. Placed an order around 2/3 weeks ago and it still has not arrived. Every time i try to track it, it says that it is still located in California. I have tried to contact Free People via Facebook, Twitter, Instagram, Email, and tried phoning the telephone number listed on the website - i stayed on the phone for over 1 hour with no response. I have now tried to contact Asendia (the company they have supposedly posted the parcel with), as i am at a loss for what to do now! The parcel is clearly lost & not going to arrive. All i want is another one sent out or my money back! Feel like i have been scammed and they are impossible to get in touch with, either that or they are just ignoring their customers. Wouldn't advise anyone to spend money with them! Worst experience I've ever had.

Never had the most difficult ridiculous returning policy to deal with besides free people. Its insane how expensive free people market is without any returning service. I have to pay for returning, and finding out how it works cost me litteraly more then an hour. Also the chat gave me the wrong adress and when i called the netherlands store they gave me another adress. So untrustworthy and like they made it so difficult to return in the hope and manipulation you as a costumer give up and just keep the item. Never again for me buying on free people. Shame

If I could leave a zero star rating I would. I ordered two items for Christmas gifts and a couple days before Christmas I followed up to see where my items were as I had not received and all I got were apologies and people telling me they understand and then I receive a very vague email after Christmas so I contacted customer service again to only find out that they have canceled my order and again people just apologizing and saying they understand. They clearly do not know how to train customer service people. They don't FIX anything. Do not bother wasting your time ordering any of their products.

I've been shopping at free People for the past two years and shop very often & recently submitted a return for two items but they only issued a refund for one so I contacted CS and was told that my return was already processed but they still owed me money. I opened a claim with PayPal and it was closed in my favor and $ was issued to me. I then tried to put another order but it was cancelled a few minutes later & received an email saying that my account has been restricted. Just after the claim with PayPal! This is RETALIATION!

I been a loyal customer at free people, but they don't value that. Customer service makes it harder. I ordered a skirt that never arrived!
I paid it at the store with cash even though never arrived, and they canceled my order.

I love their clothes and was willing to pay their prices, but I will no longer purchase from them since they use Lasership. Lasership continuously "delivers" only to mysteriously NEVER arrive. I pay A LOT of money for these clothes and for them to use such a scam of a "delivery" service is a disservice to their customers. FreePeople should think of their consumers; Lost monies and products never received. This is damaging to your reputation and you have lost a good customer because I have had enough of paying for products I do not receive!

I never leave bad reviews but this is the worst customer service i've ever recieved.
Tried to cancel the order only an hr or 2 later because I did not realise that it was in US not AUD. You could say my mistake but it was very unclear on the website.
They stated that my order was not posted but could not be cancelled (both over phone and on chat) but could not give a reason why not. I told them I was going to return the dress anyway so whats the point of sending it to me. Both the chat and person over phone were rude and seemed to give no fks. Will not be ordering from here again ever.

This was my first time buying something from the free people website I have shopped in stores for many years now and it's my favorite place to buy my clothes... I was looking for cute pair of shoes so I placed an ordered for the minimal lace up heels on May 21st I relieverd a package on that Sunday but it ended up being the wrong shoes. I called the number and they told me they would do the 2 day shipping I would recieve the right shoes... it is now June 1st and I still haven't recieved the right shoes I'm very very unhappy with free people online service I will never being shopping online from them again that's for sure

I paid extra for expediated shipping to the UK (3-6 days) so it would arrive in time for my holiday. After 5 days it hasnt even shipped. Customer Services offers no explanation nor can even say when it will ship! And they wont even change it to free shipping (5-9 days)! Are you kidding me?! I thought by paying for fast delivery they would you know, deliver it faster. Well it cant be delivered if they dont even ship it! Wow and I am paying for this non existant service?! Scam. Scam. Scam. DO NOT BUY FROM THEIR WEBSITE!

This company is total scum bags. I spent hundreds with them and they are disgusting- charged my account for items that were out of stock and then refunded me less. They are thieves.

Their customer service is awful. Bought a $100 gift card online. Received email confirmation. They cancelled order without telling me. Spoke to them 3 times trying to resole issue. Got the run-around. Their customer service people are incompetent and liars! DON'T EVER BUY ANYTHING FROM THIS COMPANY!

Couldn't tell you how many times I've been angry and wasted my time reaching out to their agents. They've been unhelpful, rude, and lied.
Recently I've had to reach out a few times about my exchange and refund not being processed. 1 agent told me to keep waiting, another agent said they'd escalate it because it shouldn't of taken the time it did for my refund to be processed and exchange to be shipped. Waited a few more days, nothing. Reached out again and that agent decided to process the refund themselves but my exchange got canceled. I am beyond pissed off. Reached out again explaining how unhappy I am about it all and they didn't care.

They are about to lose me as a customer. They need better agents/customer service. Actually care and fix things to where customer is happy. Not take so long to process refunds or exchanges.
Should be able to notify you if something you have saved is back in stock.
And wish they didn't use pitney bowes or uds as carriers since they both are horrible.
FP could be a lot better than they are. Same with a lot of other companies out there.

The 1-800 c/s rep suggested I get store credit from a backordered item so she cancelled my original order, only to find out after an hour on the phone that they won't do that, so now I'm out the money and the pants. I wouldn't have cancelled the order if the rep hadn't told me I could just use merch credit and buy something else. Now I have no pants and I'm out the $83.

Bought $500 boots that fell apart after 3 wears and they said "we are really sorry" They didn't offer any kind of follow through with their product.

SCAMMERS! SCAMMERS! THE WORST STORE! My order FP******* in the amount of $88.50 dated November 23 2019 was canceled directly by the store but I was charged money. After 3 days I was told that the money will be refund in 5 days. After 7 days I was told that the money will be refund in 24-48 hours. Today 4 December 2019 I was told to wait another 3 business days. As a result, it has been 11 days, and the money is still not refund. And customer service only promises. I have no confidence that I'll get my money back.

I have really not enjoyed working with this company. They charge customers out the bum and are so stringent and rude.

I had an order placed with free people (FP*******), was really excited about my patriotic sweater. They marked my order as delivered on August 26. I was home all day on that date, package was never deliver neither left at my door as they stated. After contacting them, was told that they will place the package as lost and conduct an investigation, they got back to me to let me know that they confirm the package was delivered by Laser ship therefore I will not get refunded. THAT'S A BIG LIE! SCAM SCAM SCAM. I never had any issue before with my packages. They literally stole my money! Customer service is TERRIBLE!

I am a well- heeled shopper and have never ever encountered such vile customer service.
I was mistakenly sent an incredibly large and cumbersome package of clothes rather than my small but necessary order.
FP finally, after a lot of accusatory emails, acknowledged their mistake but took two months to send the correct clothes.
Meanwhile I was working a 6 day week and had no time to post the massive box of wrong clothes back. I begged for them to organise pickup, they refused and then they swiftly accused me of theft of the wrong clothes, cancelled my account and started sending threatening notes demanding I pay for them.
I finally took time off work, followed all their instructions, posted the damn package back and six months later my account is still suspended and they are still demanding I pay for those f@$#*%g clothes and that they haven't received them.
They are treating me like a criminal.
It's clear now that the prerequisite for working in their customer service department is to be a narcissistic bully.
If you ever have the misfortune of dealing with the sadist TIA I send you hugs and kisses. That woman belongs in an s&m parlour.