Ordered sunglasses Dec 2 and after 15 days they have not shipped. Customer service was no help at all. Their own site claims a label was made 12/7 but item still not shipped. They claim it is shipped when the label is printed. Would NEVER buy from them again. Who knows if I will ever receive the sunglasses. If not here by Friday I will dispute the charge on my c.c. Products used:glasses Service Shipping Date of experience: December 17, 2024The customer service for this store and their umbrella company urban outfitters is abysmal. God forbid there's any issues with your order or account, which they themselves cause because their representatives are completely incompetent or just don't care, don't expect any real time assistance and forget about any resolution after they string you along. This is, I feel, a niche clothing brand targeting a specific market, and expensive to boot. Alienating their customer base and instead of trying to resolve issues, simply cutting off customers is really a miserable way to conduct business. Do their corporate officers know or care how their customer service departments are handling their consumers? I would still love to shop some of their pieces, but have been prevented from doing so directly with the company, and after the awful way they have treated me as a loyal customer, I just don't want to have anything to do with this brand ever again, and I've previously spent hundreds, possibly thousands with them. Tip for consumers:Just avoid retailers like this who won't take the time to resolve issues, have poorly trained customer service associates who create problems and refuse to offer solutions. Your loyalty to their brand is not valued in the slightest. Service Value Shipping Returns Quality Date of experience: October 6, 2024This 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. Date of experience: August 27, 2024I ordered a pair of boots that never arrived, I was given the run around for a month, your order has been delayed, you should received it any time now, and last excuse you put in the wrong address, nothing but excuses and yet no money has been returned. Do not order from this store unless you want to give away free money... Service Shipping Returns Date of experience: December 4, 2023Got tired of having items sent that was not at all the colour depicted. Huge false advertising. As well they do not have quality control. I was sent out a blurred lines dress which has a hole in it. As i live in canada, after exchange and duties, this was a huge amount of money. When you call they offer you a 15% discount which is a slap in the face because the dress cant be worn with holes. When i returned the item, they never paid me my return shipping. It was there fault they sent out a damaged item. Ive learned if i like something i Pinterest it and get it off Poshmark or ebay later. Tip for consumers:Run dont walk from this overpriced company that represents different coloured items and no quality control Products used:Dress Date of experience: November 27, 2023Several items online in my purchase resulted in "out of stock" five or six days later. Inaccuracy of their inventory or fraud? Reaching out to customer service could have been a better use of time and energy. I experienced wrong and conflicting information and was unwilling to hear or help. The whole process leaves you drained, finding that no one takes accountability for things done or said. This purchase was my last experience with FP. I will never deal with them again. Service Value Shipping Returns Date of experience: December 5, 2023The shipping is terrible. If you are going to charge those prices have a better shipping carrier. The package marked as delivered and clearly not here. So disappointed. Never again will I order on line from free people Do better Date of experience: November 6, 2023Online ordering is a disaster. They do not care about their customers if an issue comes up and will tell you there is nothing they can do. Their recent holiday promo was misleading and they refused to address my issue and flat out said they couldn't help me. Very puzzled how they have no contingencies or directives to resolve customer issues other than "sorry there's nothing we can do but let corporate know your concerns". Hesitant to support this company going forward. Service Value Shipping Returns Quality Date of experience: December 13, 2023They advertised $100 credit for $150 spent with some small print saying "see details". There was no link to the details even after I scoured their website. I placed 3 orders and each time it added the $100 credit to my cart. Now that it is time for them to "pay up" two weeks later, the details are available in the single emailed credit and say one per CUSTOMER. Well, I paid for one order and my husband paid for the other, but they are not even willing to admit we are two people. So guess what...orders are being returned and I just won't be shopping there anymore. I'm very disappointed in their misleading "bait and switch" tactics and their lack of customer service when overall I have spent over $600 there this holiday season. I won't be making that mistake again! Service Value Shipping Quality Date of experience: December 17, 2023I ordered a pair of the CUTEST pants for my birthday. After tracking it multiple times, I received the same message that the label was not created. Had no idea what that meant so I decided to call after 2 weeks. They told me that I needed to call in two days so they could open up an investigation. I called and they gave me the run around. I stressed to them that I did not want a refund. I just wanted my pants and was willing to wait for the replacement to be shipped. I called again and they confirmed that they did not know where my package was. Today I received an email that my money was refunded. I was UPSET. I called them back and they told me that I will have to pay and reorder them like I did the first time. WHAT? Makes no sense. I have had way better customer service from cheap places. Apparently I will be refunded in 3 days. I'm definitely not going to spend another $80 to most likely go through the same experience. I will NEVER ORDER FROM THEM AGAIN. Service Shipping Date of experience: April 24, 2024The quality was really low, for the high price, and the materials and craftsmanship were very poor and comparable to some very low priced venues like Sh--ein which at least are dirt cheap!...Would never order anything from them again. Using them as rags around the house. Tip for consumers:the photos look nice, but the product itself is lousy when one sees it in person. Products used:just ordered 2 Henleys one pullover , and some tops Date of experience: December 4, 2023While I do love the clothing and have been a loyal customer, for years, I have never been so poorly treated by customer service. An order was marked delivered and was in fact not. I was home at the exact time the notification came through. I attempted to get in touch with customer service via email, chat, website, and phone. After multiple attempts and hours of wasted time, I have gotten no response other than automated messages asking me to wait another 48 hours for review. My gifts that I paid good money for will not only not arrive in time for Christmas but they have my money and are not willing to take a call to help me resolve it. If they wish to sell to real people then they need to have real people servicing the customers not automated bots. Service Value Shipping Returns Date of experience: December 18, 2023I read a lot about Free People. I ordered from them. Big mistake Twice, they did not deliver the item I paid for. The second time, they sent me an empty container. The first time, a bra/top that was of terrible quality and I did not even order it. So. 45 days later, I still do not have the item I ordered and paid for. I ordered it from the brand, and of course they delivered! If you see a product you like, please do not order from Free People. Order from the brand. The Free People franchise?is horrible Tip for consumers:Do not ever order from this site! Products used:Moisturizing stone that I ordered from the brand, because even though Free People supposedly sell it, I only received garbage from them Service Value Shipping Returns Quality Date of experience: December 25, 2023I ordered clothing from Free People on November 24,2022. The estimated delivery was December 7,2022. It is now December 23,2022, and there is no sign of my package. They use such a cheap means of shipping merchandise that it becomes the lowest priority for the post office. I spent 4 hours today driving around town trying to find this package and still don't have it. Tip for consumers:Just don't order anything online Products used:Nothing. The shipping time was supposed to be 2 weeks. It's been 4 weeks and no package. Service Value Shipping Returns Quality Date of experience: December 23, 2022I spent over 200 dallar to buy pants and gave 100 coupons as a gift. Then, I used coupons to buy clothes that didn't fit well and applied for a return. They agreed to the return and gave me a return label. However, when I called and asked if the returned coupons had not been sent to me yet, their response was that the coupons were disposable and I had already returned them. They couldn't refund me the money or return the clothes to me. What kind of garbage company Date of experience: January 11, 2024I bought these sandals last June for $160. They are falling apart. Only worn for a few months. I have a $25 pair of flip flop that I wear all the time and they still look great after three years. If you enjoy being ripped off this is the place for you. Products used:Shoes Service Value Shipping Quality Date of experience: June 26, 2022I have been a customer for several years...no problems. Recently I purchased a beautiful artisan necklace but had to return it due to dainty chain not being my style. I have been talking to customer service now for weeks trying to get my refund and even though I have proof from tracking that the return made it back...they have no record of item being checked in. I suddenly realized today that they think I sent back an empty box which explains their curt behavior with me on the phone. It had to have been stolen from one of their own employees working in the Warehouse. They said the only thing I can do is contact my bank and that I am basically out the $300 store credit I used on item as well. I will no longer be doing business with this company and I urge others to think twice before ordering as well. Date of experience: August 16, 2023I used to love free people- quality has gone down the drain! Customer service is horrendous! Outsourced to India/sad sad new business model. They say their return policy has changed however, you can't find the return policy anywhere online! Tip for consumers:The customer service is horrible and worthless. This is the service I received FOR A RETURN for poor quality items. 1st I am told me it will take 72 hours so I waited 5 days-(2 extra days) This time they told me 15 business days. I asked to speak to a supervisor- don’t bother.. Now, the refund has to come from “the warehouse”. They said their policy changed, refunds now take a longer. PS I did apologize for giving misinformation. Lol Products used:Attempting to return both my most recent purchases however, they have received the return and they have not processed it yet. I have contacted them and they said it will take up to 15 business days. This is just nuts. Shipping Date of experience: November 15, 2015Returned a dress that looked TERRIBLE (in my opinion) in person! Returned dress immediately and proved mailing and tracking and date of Free People's receipt of returned item. I have documentary proof of delivery back to Free People. Was told by one agent that their policy is to credit account within three weeks after return. Took several calls to some uninformed and rude customer service staff to get money refunded after several days. Very bad experience. Usually love their clothes and was a good, repeat customer. But at this time, I am so angry and disappointed at the way I was treated by their representatives, I seriously doubt I will order again from them! Would rather buy in person in a store because I usually love the brand. Date of experience: July 5, 2019This site is so fabulous! I love all their clothes. It is my favorite place to shop. It might be a little too addictive, because there stuff is just so amazing. All their clothes are super cute and unique. Most stores sell the same boring crap. Looking through the clothes on this site is like visiting an art museum/ runway show. Love it! They also have stores all over the place, so you know that it isn't a scam. I don't trust just any website. It is a lot more fun searching online for clothes, and their selection is better than going to the store. Date of experience: March 11, 2013Beautiful clothing, but if i order more than one item they'll separate the items into different packaging? This is a huge problem for me considering they always forget to send out the rest of the items. I just recently ordered two items, but only received one of them. The item that i really want and what was the actual expensive item has not came yet and it's been two weeks. It's happened before that i have to email or call to see what's going on with my packages. I've learned my lesson. I won't order more than one item at a time... Date of experience: June 19, 2014Michael got my issue resolved of my account being on hold in minutes. We quickly resolved the problem with his kind & very personable guidance. He deserves the biggest shout out because I had been working to get this issue resolved for almost 2 months & Michael fixed it in minutes! Go Michael! You are appreciated in Norfolk, VA! Service Value Shipping Returns Quality Date of experience: June 16, 2022I've always been happy with my clothes from Free People. I use to order from them all the time but stop because they use Laser Ship to deliver my items. My items never are never delivered on time. I've asked them to call me when the driver gets outside. Instead they call me after to tell me that a unit number is not on my package but the day before it was they couldn't get in the building. I've decided to stop ordering from Free People until they change their shipping company. I gave them 3 stars because of delivery. Date of experience: March 5, 2022I have never had a bad experience with this company! The only thing that did happen is one of my items was out of stock and I understand that those things happen. I really wanted the dress but if it's out of stock, it is. Humans aren't perfect and I imagine their inventory was off. I keep coming back and always will. Date of experience: June 15, 2018I really love free people. Even when they tick me off, I can't step away from the company and because there are no other stores that carry the kind of stuff free people does. Along with FP, Anthropologie and Urban outfitters are under the same umbrella. I had an unpleasant experience with free people recently, but they made things right. I really dislike their return policy. If you return something, they automatically refund the money and then you are to purchase it again. If they had a sale, snd the price had been lowered, they should be able to exchange,, but it doesn't matter to them. This very uncool. I had to fight to get a dress I did not receive although the tracking indicated the item has been delivered. I told them a refund it would do me no good at that point. They said it's policy, and basically wouldn't isten to a word I said. Why wouldn't they want to keep the money? Anyway, I woke up in the morning to see the dress had shipped, and I got it a few days later. There was no apology email until I asked for it, and it was 7 days after I asked them to provide me with an apology. I had asked much earlier, but when I CC'D service while writing an email to the CEO, the CEO, the chairman of the board for free people, etc. I explained the situation, and I told him the service department did not treat me as a human being. They did not acknowledge me at all. One of the of the higher-ups ended up emailing me back, and then gave me an incentive to go back to free people and purchase more items at a discounted rate. All in all, all is well. They were able to take care of me, and they used to be awesome in the past, so that's why I docked them one star. I am obsessed with their clothing, and I will probably always be a customer, but the customer service agents are so robotic and they're not very friendly. I remember a time when I would call free people super late at night, and I would have a whole conversation with associates working at that time. I would talk to all of them at the same time, and free people's customer service used to be a lot of fun--even during the day. I don't know if they lowered the salary, but agents there really seem like they do not want to be there. Date of experience: January 20, 2020