Free People Anmeldelser 

I visited their Cambridge shop. The staff were super friendly and helpful. I had to order online in-store as they didn’t have my size in the trousers and the skirt had a mark on it. They made a very slight error adding my postcode, which resulted in Evri trying to deliver to an address that doesn’t exist in Liverpool rather than Leics. No joy with Evri, so I rang the Cambridge shop and spoke to the assistant manager, who promised to call me later that day with an update. I received no call. I rang her again a few days later and again she promised to call me back on Monday. I received no call. I therefore rang her again and apparently Customer Services were supposed to call me to advise they would refund and I needed to re-order online but they didn’t contact me. The trousers were no longer available in the UK! Splendid! There are now on sale in the US.

I have made a high number of purchases from Free People this year. All of them were fine, hassle free; returns have also been super easy and processed without delay. The quality of the goods has been sometime superb, other times not so good in terms of quality of material/styling (but not necessarily different from the description). My one bugbear is that in the UK the discounts tend to be significantly lower than on the US site. But overall a good, straightforward experience and some great products.

If I could give 0 stars, I would. Ordered a Christmas present for my mam, didn’t arrive within the predicted 5-7 working days. Contacted customer service who said Evri “lost” my parcel. Contacted Evri, they said they never received it. Contact customer service again, they said they’d send another, still has not arrived, ruined my mams Christmas present. So don’t order from here!!

Should be no stars! useless customer service! They lost my order, then the item, which I'd been waiting weeks for, was out of stock. So I'd have to wait 3-5 days for a refund. They hadn't contacted me to tell me this either I contacted them! I'd never buy from them again.

Unfortunately Free People use Evri as a logistics partner in the UK. Evri have 'lost' my last three parcels.... I can't use any retailer which uses Evri as a partner.

Absolutely terrible service. I sent a jumper back costing £158. I changed my bank card in that time so when they tried to refund my card it failed. I contacted them repeatedly by messenger/ email / phone and they would not refund me to my new card. A month later my bank sorted it out for me and took the money. Now they have their disputes management team email saying they are blocking my orders until I send them £158. Terrible - do not order from them!

Shocking service said it was lost in post originally then eventually came. Jacket was awful. Took ages to process a refund which I have not had yet. AVOID

Has a website which makes it seem that you are ordering from the UK and so a UK warehouse, but shipping is from the US! I chose faster delivery as I need this order this week, but we’re 2 days into the estimates 3-6 days for delivery and it’s still in the US? I would have chosen a local shop if it was made clear!

Poor Customer Service! If you return items please keep hold of your postal receipt even after confirmation email or partial refund. The company will do nothing unless you have it.
Sent back items received partial refund, contacted customer service they assured me that the rest will be processed separately and within a time frame. Still no refund contacted them again but as I do not have my proof of postal return receipt anymore (it has been over 4 weeks and I have received some of my refund), they can’t look into my complaint. Absolutely ridiculous as they have partially refunded me so surely that is proof they have received my returns?! Obviously have a very poor returns logging system and customer service or just taking advantage of customer and scamming them out of their hard earned cash! Shame on you Free People! I will be avoiding from now on which is shame as I like their clothing.

Also I would like to note that my 1 order of 5 items came in three separate parcels which isn’t very economically practicable. I returned all together which I thought was the right thing to do but it hasn’t worked in my favour. Be wary wish I sent back separately now

Returned my order but did not get a refund.

Not happy with the refund process. They still owe me £32. Not sure how I can resolve this! Really disappointing.
Would never buy from this company again.

I ordered a dress from here but sent back as it was bad quality.

I received a notification from Free People that my return had been received at their warehouse and my refund would be processed within 28 working days. Two months on, still hadn’t received a refund.

I contacted via the WhatsApp chat and provided a screenshot of the confirmation email but the customer service assistant said there was nothing she could do without a photo of the receipt from the post office I returned it to. I explained that I no longer had this (it had been 2 months, I’d moved house and I’d already received confirmation that I’d get a refund).

It was only after I said I’d go to the Financial Ombudsman that suddenly my case got escalated and I got a refund 2 days later.

It’s a shame as if I’d forgotten they would have happily kept my money and £78 is a lot to lose but I’m glad I did get it in the end, have seen a lot of reviews from people who didn’t!

I’ve been waiting for a refund for several weeks now. Instead of receiving the refund I’m owed, I was sent an e-merchandise credit, which I tried to use for online shopping, only to find out it can only be used in a Free People store. I live far from any Free People location, so this is impossible for me. After years of shopping with them online, this experience has seriously damaged my trust. Given the higher price point of their products, I’m not willing to risk future purchases if I can’t rely on receiving a proper refund for returned items. Despite multiple emails being forwarded to the head office, nothing has been resolved. Free People, you need to do better.

have been waiting for my order since july. had been delayed a few times with no contact and no update. had also been out for delivery but never arrived. free people have now cancelled my order but have given me no update on returning my money or even another option?

I’m having a terrible experience with free people returns. I returned my order in July and they still haven’t amended the return amount which is incorrect, nor processed a refund. This has caused me SO MUCH stress, I will never be ordering from free people again.

Customer support have been very unhelpful with automated responses and keep saying I need to wait 3 days for a response and keep moving it to another colleague.

Appalling service- the second part of my order did not arrive, i have chased it up multiple times and its 3 weeks with zero communication or updates. I am sure if I do not continue to chase they have simply taken my money! So much time waste in trying to contact them. Upon my second 30 min phone call i was offered a £6.80 compensation! Utterly laughable

Refer to email I have sent to free people:
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 collagen powder, green juice powder, vitamins, an outlet plug, and three pairs of 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.
Please address this issue as a priority and confirm that my refund will be issued promptly.

Ordered a tee that had been out of stock for ages,the colour was very important ,it was to wear with a particular outfit.
The website showed a pale Pinky Mauve,in reality what I got was a Bright pink.
Can I be bothered to return, NO,After reading other reviews on here the likelihood of receiving a refund is probably nil,so better to have something to show for my money than nothing.

Shockingly bad customer service. I ordered a pair of jeans and they were despatched from the US. However tracking showed that even after a week, the courier hadn't collected the parcel. I called to enquire, and was assured that they were on their way to me. Unfortunately they never arrived, and by the time Freepeople agreed they were lost, my size had sold out.

I checked the website to see if my size had been returned to stock every few hours for three days, and eventually saw one pair back in stock. I ordered them immediately. And unbelievably, exactly the same thing has happened all over again - tracking is showing that they haven't even been collected by the courier yet, and once again Freepeople are refusing to refund me.

Not good enough Freepeople.

I had ordered a set but only the top was delivered. I immediately reported this and customer care refuses to help. They keep saying that according to them, it was packed and that's why they won't issue a refund. Outrageous! I am also a loyal customer who frequently orders from them. I am shocked at how poorly you are assisted by such a big brand. I also once received shoes that were clearly worn before; in short! Very nice brand, although quality is varying but especially the customer service is really very bad! They don't think along, they don't look for a solution and basically they do nothing but give standard answers; for the prices they charge, this is really very bad!