Free People Anmeldelser 

I have used Free People before with no problem with returns . Yesterday and today I have tried the phone , not recognised , email, the return section which says ‘oops having a problem ‘ and chat . Eventually this afternoon I got through to chat with Ajax who was very helpful . I needed to return 1 item, and change size of another but decide to return the £200 order as it’s so unreliable -a shame because it was very nice . I do not recommend this company anymore as it’s very unreliable .

Quality is variable. Really overpriced, would only purchase in the sale. I don't know why they bother putting a customer services phone number because all you get is a message saying the lines are closed (on a Friday morning so not even the weekend.) Live chat is responsive. I requested a return as the online returns portal wasn't working. The agent selected the wrong item to return. I contacted them again to tell them. This time the correct item was selected (I hope!) It wasn't possible to get a QR code to return. They offered to send me a returns label but I don't have a printer so I've had to request the returns address to send it back at my own expense.

I'm giving them a generous two stars purely for the responsiveness of the live chat.

Rains bag purchased came within 48hrs hassle free

Majority of the products are terrible quality especially considering the prices, free people as a brand is incredibly unethical (it’s owned by urban outfitters and one google search will show you just how unethical they are and how environmentally damaging their behavior is), the returns process is an absolute nightmare you will be charged a ridiculous amount of money for every online return you make and you cannot exchange products online, customer service is terrible, avoid this company

I ordered a pair of boots 8 weeks ago, they say they will ship between 5 - 8 working days. This, of course, did not happen. I echo the dissatisfaction of many a Free People online customer on Trustpilot (FP.com and .co.uk) I have online chatted and rung them over the weeks and was given made up dates as to when the item would arrive. I got this from them yesterday
“The merchandise below was cancelled. You will not be charged for cancelled items or the associated delivery costs. We apologize for any inconvenience this may cause.” How generous not to be charged for their incompetence! They used to be ok but service has got worse and worse and quality is variable.

Shocking service this company should never be allowed to run …the dresses I ordered were made of cheap material it took me three weeks before I got any support retiring my purchases and I’m still fighting to get my refund shocking!!!
Do not buy

Avoid!
Below average quality and no customer service I will need to get my case to a consumer board and C/C.
Not to be trusted

Awesome! Skiwear <3

Order FP08642471

Purchased the bunny slope ski pants and puffer jacket, 27.02.2022 and they arrived 02.03.2022. Really pleased with the product, service and delivery.

They would have got 5 star but the jacket is a little brighter in real life rather than pastel like their website.

Overall chuffed.

Do. Not. Buy. From. This. Webshop. I bought clothes from this brand before in the physical store in Amsterdam. Wanted to buy a Hit the Slopes jacket that wasn't available in the physical store, so ordered online. Unfortunately the colour wasn't quite what i expected, therefore I returned it at my own expense. Checked duty regulations beforehand with the Free People customer chat, they ensured me that they would pay back any duties that had to be paid. This is where terror began:

Firstly, i could NOT deliver the package at their return address. Nobody answered at the door. After weeks op attempts and close contact with the carrier, we succeeded. No confirmation followed. Contacted their customer service via chat for around 50 times (no joke), but only received an incomplete 'bot' reaction. Seemed like no person was at the other end of the customer service. Also, I had to pay the duty (of 66 euros) as expected. No normal reaction from their customer service to my requests of paying back both the order (a 160 euros) and the duty. They kept telling me that the refund was processed, even though it wasn't. I even attached an official statement from Paypal to proof that no money was refunded, but they kept repeating with the same robotic scentence that the amount was refunded. 230 euros down the drain...

Eventually I contacted Paypal and they helped me with my case, and paid back the original amount of 158 euros. The duty costs were paid directly via bank so they could not help me with that. Unbelievable that a company can treat their customers like this and feel good about it.

I ordered shoes at the end of August from Free People. I ended up returning the shoes and got an email saying my refund was processed. However the money never returned to my credit card. I contacted customer service via email and calling. They just said that the refund has been processed and that I need to contact my bank and there is nothing they can do from their side. I had to file a claim through my credit card company and thankfully they returned the money to my account while they figure it out with Free People. I understand that this must be a technical error but the customer service on this matter was very dismissive and washed their hands from it straight away and pushed it to the credit card company to handle. Safe to say I don't trust the company and the level of customer service is disappointing if you don't care at all that your customer doesn't get a refund.

I have only experienced excellent service as I do have to return goods on occasions.
The last refund I requested was paid into my account before I had posted the garment back!

I’ve never had issues like this before EVER I am an online shopper; I shop online-only, and I’ve never had a problem with receiving products, customer service, or returns like I did with free people, so I ordered two items an African violet exercise top and bottoms in the same color to go with called on 02/09/2021 I used afterpay to make payments on this purchase totaling 114.48$ So, of course, my payments were 28.62$ I paid every amount in full within one month; well, it is now 06/05/2021, and I NEVER received my shorts, ONLY the top I received within two weeks the bottoms I never received still, and it’s June. I ordered my items in February, guys, and still, 1 item hasn’t come in. I ONLY ORDERD 2 things two, and they have yet to send me my shorts, So I called customer service in April. I believe I can’t remember at this point and politely asked the lady on the phone when my item would be arriving. She said that they might push the date back and it might cancel, so I said, that’s ok, it isn’t your fault. I understand I have to wait then she offered me a 30% discount for the inconvenience that’s great !! She was very, very pleasant on the phone. I can’t remember her name, but she was awesome, took her time to help me, and reassured me that this sometimes happens ok. Now it’s June; I ordered the shorts four months ago, in February. Where are they now? So I call one more time again I can never remember the names of these people unfortunately I almost asked her for her name but I felt as though she was going to lie about her name because she was so rude to me and talked to me like I was stupid she has an angry tone to her voice as if she didn’t want to help me nor did she care about her job but whatever I’m more worried about getting a refund or my stuff at this point so I question her she tells me that my shorts are waiting to be shipped I tell her it’s been 4 months at this point I ask her to issue me a refund so that I can order the shorts again because I went on the app and the shorts are fully stocked in every size on the app she said she can’t issue me a refund because after pay only charged me for the top that was already sent she tried telling me that I hadn’t paid for the shorts when in reality I checked my after pay account and i have 4 full charges paid in full on my after pay account because with after pay you pay 4 full amounts for whatever your total bill is and I never missed a payment I explained to her that the shorts were paid for in full on afterpay and that at this point I am waiting for the merchant to send them she tried saying that on her end the shorts weren’t paid for but as a paying honest customer my bank statement and afterpay payments made between the months February and March state otherwise I was billed the full amount for each item without receiving the shorts so then I tell her this I either want my shorts or my money back then she states that I have to call afterpay I say ok that’s fine I’ll let them know what’s going on this rude women couldn’t do absolutely anything for me except send an email to someone that wasn’t named that my item was never received or sent but was paid for hopefully she contacted the merchant because they are the ones at fault so then I hung up on her after she disregarded me and angrily told me there was nothing she could do I completely understand that but you don’t have to be so rude about it whatever she sent the message so then I call after pay and talk to someone that’s competent in issues such as these so she contacted the merchant after I gave her all of my account details over the phone she saw that I paid and never got my stuff so she reached out to the merchant then I get another email from afterpay saying that the merchant has yet to send my stuff what a joke just refund me if you can’t send me the item stated on your website considering that I already paid for it I’ve been checking the website each day and the item I ordered is in stock for everyone small medium large but they just don’t want to send it to me I guess I checked my account on free people again and saw that nothing has changed regarding the shipment of that single pair of shorts I cannot wait for them to email me back on this dispute that afterpay had to file for me since the second customer service lady who acted like a witch could do absolute nothing for me only reason I’m so excited is because I WANTED those shorts and paid for them will I get the shorts ? Will I get a refund? Will I get nothing at all? Will I get an answer back? Stay tuned because I will give another update on the situation. You know you would think that “free people” since the price of their items are ridiculous for items that are worth 1/10 of the cost could at least send you them or at least cancel an order issue a refund or have customer service and not “I can’t do anything” really what type of bs is that? Unfortunately this was my first experience ordering from free people.

I don't often leave reviews but I was really surprised by the number of terrible reviews Free People is getting here. Maybe I've been lucky but I have placed half a dozen orders in the last 6 months and I have received everything in good time. Really happy with everything I received. Shipping can take a bit longer if the item is coming from the US I think. But certainly happy so far x

I was a bit put off from reading reviews but couldn’t resist the jacket I wanted, so placed an order. I ordered two expensive jackets to try on two sizes. They arrived within a few days as expected. I kept one jacket - the Dolmain which is gorgeous. The return process was seamless and easy, you don’t even need a printer, the delivery bag was reusable too. I sent back the size I didn’t need, I sent it back the same day via Collect +. Within a few hours I had an email to confirm return, and the following day I had a full refund. Excellent service.

There are no free returns in the UK. No one can help you return an item. It is not clear what the return address even is. I had to speak to three different people just to be told this.

The whole experience of returning items was awful. And the shipping timescales were unreliable and split across multiple parcels. Extremely rude on the phone.

So, all started with a dream of lovely alternative hippie clothing and my birthday. I got a £100 voucher that I wanted to spend, made a large order of £350. Items arrived after 2 weeks. (ok from US). I kept an embroidered kimono and realised when I wanted to wear it the first time that all the fabric was ripping out around the seams and embroidment cutouts. I asked for a refund and returned the other items, kept items in the value of £190. What I got was also my refunded giftcard! I asked why it had not been used at all, although the amount of items I kept was £190. No answer. Refund took about a month. So I ordered again a month later. Trying to use my £100 voucher. All the items had to go back as sizing was just all over the place. Attempt No. 3 a few months later, still had my full voucher. Ordered tops and earrings. Quality of earrings was ridiculous, so they went back aswell. Kept a necklace. Full refund of gift card - AGAIN. Attemt No. 4, some items stupid in sizing again (some run really small, others in the same size let you fit in twice), kept one, returned the rest. Refund of £88 voucher now. I just could not stop ordering from this stupid company, as I did not want them to have the 88 pound. Attempt No. 5, kept one top, had to return the other one. The top had holes in instantly after wearing once, as the material was sooo thin!! But ok ! I guess you know it, yes.. I got my giftcard back. Order No. 6.. was booked off my account twice, a white top with black details. When it arrived, it was actually green and orange!!! How can they be so wrong?! I waited ages for a refund. In the end I had to involve paypal to get it sorted. All of a sudden, free people can respond. But I still had a giftcard. So, I had to order - again.. Attempt no. 7 .. my orders got cancelled. There was a payment issue. I filled in details again, tried to reorder, did not work. Always took a day too to get the gift card code back after a failed attempt. I opened ANOTHER account to pay and use the gift card as I felt FP was blocking me from ordering. They just blocked my paypal account. I was not able to pay with it anymore. I did not want to pay by debit in case i had to claim it back. So i asked my bf to order for me.. which then worked. I ordered a necklace in the amount of the gift card in hope I did not had to return it (all the other ones before were SO TIGHT or already broken). Oh, and ofc, all the items i tried to honestly review incl. pictures were declined - they really only accept positive reviews!! After 7 months of trying to use a giftcard of £100, hundreds of emails and wayyyyy too much money spend I FINALLY can write this review.. PLEASE DO NOT ORDER FROM THIS COMPANY!!! THIS IS ABSOLUTELY RIDICULOUS!!!!