Free People Anmeldelser 

Shipped wrong item that wasn’t even from free people (it was from Abercrombie), and another item had large holes in the front.
Customer service was unresponsive, required multiple follow ups, asked for “proof” that the order was incorrect, took more than 7 days to respond, did not send shipping labels in time, and continued sending “exchange cancelled because you didn’t mail back your items” emails despite the problem stemming from them not providing a return label or replying in time.
It’s been almost 2 months since I initially placed the order, and I still don’t have any of the items I ordered. Additionally, now the item I ordered is out of stock.
Overall, this is one of the worst, most disorganized, and most unhelpful customer service experiences I’ve ever dealt with.

I would give them zero stars! Ordered 4 items totally £286.20, 2 items arrived separately, then out of the blue another £234, the 2 outstanding products, was taken off my card again! Contacted customer service and I was told it hadn’t come out of my account, sent them screenshots of my account, they still said no that hadn’t happened. I then got notified one of the items had been cancelled and the other had now shipped, to which they then took another payment! My bank has refunded one payment but a month later they still owe me £234 and no one is coming back to me!!! Steer well clear!

This relates to the customer experience - since I haven't yet received the product, I cannot really comment on it! Ordered on the 8th July and it's now 11 days later and absolute "no show". Clearly the 'bot' just repeats the "7-10 day" delivery time - which is outrageous in any event by comparison with other retailers - but to be beyond that even just makes me give up the will to live tbh. Useless. Worse than.

Ordered 3 t-shirts for the wife. 2 have arrived and they look really nice. Unfortunately the quality is awful. The Rex oversized t-shirt, the seams are really poorly stitched. The style is a little bit distressed I get that, but they have loose threads and stitching all over with one seam with an mis-stitch that we’ll have to fix. One of the tops also has a hole in the material. I’m not going to bother sending them back as from other reviews that seems like it’ll be a nightmare but I’m glad we only bought 3 items and I won’t be buying more. Delivery of the first 2 tops was really quick to be fair.

Very disappointed with my experience ordering from Free People.

My parcel was delivered by DPD while I was out. The delivery photo clearly shows the driver attempted to push the package through my letterbox even though it was too large. It appears to have been left hanging out of the letterbox or fallen onto the ground outside my front door. I never received the parcel.

When I contacted Free People, they refused to provide a refund or replacement and told me to deal directly with DPD. As a customer, I expect the retailer to take responsibility when an item has not been delivered securely.

The customer service was unhelpful and left me feeling that once they had dispatched the order, they were no longer interested in resolving the issue. I would think carefully before ordering again.

They're heavy on pushing Instagram/influencer marketing, but not sure how established they are as had a disappointing experience.

Submitted an exchange (for a £228 item) on 2 July. Was told to contact them on WhatsApp after I'd posted (posted the next day), they said they'd get back to me. Nothing. Called up, no update. Shipping got delayed to 16 July, then to 20 July. Item was in stock and everything. Bear in mind I submitted for an exchange 2 July.

Commande livrée tout d'abord avec retard et sans suivi, pour finalement recevoir un produit déclaré comme étant noir (Ebene) de couleur grise avec une étiquette qui mentionne Ebony puis Dark Grey, ce qui est TRES différent quand on n'achète que du noir. D'une part par email on me dit que les photos ne sont pas toujours fiables, alors même que j'évoque un problème de description. Et lorsque j'appelle le SAV on me dit qu'il ne faut pas se fier à ce qui est écrit mais plutot aux photos... En clair, on me prend pour une idiote. Evidemment je dois payer mes propres frais de retour mais vu ce que je lis ici, j'ai bien peur de la suite des évènements. Pour des articles aussi chers c'est vraiment honteux

Delivery can takes weeks and refunds even longer. Unresponsive/slow customer services. I think I'm finally done with FP

I’ve been a long-term Free People customer and have spent thousands of pounds with the company, which makes this experience even more disappointing.

Over the last few months I’ve returned around £2,700 worth of items. After reconciling every returned item against my bank statements, I found that at least £396 of refunds has never been paid.

The most frustrating part isn’t just the missing money—it’s the customer service.

This issue has now been going on for months. Every email is handled by a different person. Nobody takes ownership of the case. Each new agent asks me to explain the problem again or asks me to identify which order wasn’t refunded. If I knew which order hadn’t been refunded, there would be nothing to investigate. That’s exactly what I’m asking Free People to determine.

I eventually spent hours creating my own reconciliation spreadsheet, manually comparing every returned item with every refund received, and sent that together with my bank statement and around 20 screenshots. Instead of reviewing the evidence, I was told to phone customer service and ask for a supervisor. I did exactly that, waited around 20 minutes, only to be told there was no supervisor available and that someone would call me back in 2–4 days.

As a full-time working solo parent, I should not have to spend many hours investigating a retailer’s accounting error in order to recover money that is owed to me.

The products themselves are lovely. The after-sales support, when something goes wrong, has been the worst customer service experience I’ve had in a long time.

Bought a blouse for my wife. She liked it but on further inspection discovered a large 1 inch hole in the sleeve which was either a cut or a frayed seam.Fair enough just one of those manufacturing errors so we returned it to ask for a replacement. Then they sent back the exact same product! Initially they claimed it must have been an error on our side or the courier so please would we provide proof of posting. I had to point out that they had already sent me an email acknowledging the return! They then said they couldn't send a replacement for the second time ( er why?)and offered me a 15% discount if we accepted the damaged item. Would you walk round in a blouse with a 1inch hole in the sleeve ! After wasting a lot of time with a very unhelpful customer service representative I asked for it to be elevated to management and they have now come back with the exact same offer! I'm not sure what they will offer next, maybe a 20% discount ! maybe some sticky tape to cover up the hole ! Looking at the other reviews I have never seen such bad and consistent feedback particularly on their customer service, and also I note they never respond to reviews. I would advise others to avoid this company.

I went into the Duke of York store on Sunday and Aleena and Amber gave absolutely superb service. I cannot remember who served me most by helping to find a size, help with free dressing room and both were some of the best assistants I have seen in London. A well known store, who shall be nameless, could learn from you! You were kind, helpful and totally professional. Excellent service both of you and thank you. Such a shame the prices are high as the stripped trousers and turquoise ones were amazing but too flared and or expensive.

Oh dear! Should have read the reviews.
I shopped here because I like the extortionately priced clothes but never again.
My tracking hasn't updated in 10 days they've got my money and I've been waiting 16 days for a delivery, even though it says 8 days max. I keep being ghosted on what's app and chat being left hanging for hours to be ignored. The customer service stinks and I'm going to put this in dispute with my bank. It's not acceptable. I shall also be reporting to trading standards they have basically stolen my money!

overall the quality of their products is extremely variable especially for the price. This used to be made up for by the good customer service which is also now terrible. I had an item on back order so I've just been waiting for it to arrive. No shipping email nothing. So i contact them. Didn't realise it was just past the 90days so I asked for at least credit. I understand they owe me nothing but when i have literal emails of products not being sent its pretty bad service

Le seul site au monde où tu ne trouveras jamais de réductions soldes ou autres !
De quoi démotiver tout éventuel acheteur !
En terme de marketing c’est pas top , ça fait plus fuir les clients au lieu d’essayer d’en gagner
Et puis quand je vois les commentaires je constate que je ne suis pas la seule à émettre ce type d’avis

If I could give zero star, I would. Horrid customer service. From dumb chat bot interaction to utterly unhelpful on line “agents” (or is it AI?) to so called customer service that won’t reply to legitimate questions, ignore you, and copy paste a script that is basically showing you the middle finger. DO NOT MAKE THE MISTAKE OF PAYING EXTRA FOR EXPRESS DELIVERY. THIS WILL TAKE THE SAME TIME OR LIKE IN MY CASE, EVEN LONGER. Free people will take no responsibility , have no accountability and won’t refund the money they literally stole from me. I will never use it again. NEVER AGAIN.

Very very very annoyed by their 'customer service'. Please be aware that in The Netherlands you have to pay to return your package (which I did because I received the wrong items) and it has been almost a month and I still haven't been refunded. Surprisingly, they have now sent me 2 seperate new packages with the items I had initially ordered, even tough I told customer service I did not wish to receive these items anymore. So, I guess I am going to have to return these packages too before I can get my money back. I will never order from Free People again.

Interesting to see that many people have the same issues and Free People / Urban Outfitters doesn't seem to give a toss. Free People send me the wrong item! A pair of shoes that I don't think even exist on their website. When i asked them to send me the correct item, they said they are investigating the issue. Excuse me! I have already paid for the shirt I ordered, I submitted photos showing the item sent with the label, etc., and you cannot resolve my issue? Truly horrific customer service. Not to mention, when you do a return/exchange, it takes them weeks to turn around the product. Not really worth ordering from them online. Which is a pity, because many of their items can only be found online.

Atrocious customer service here in the UK.

This was my first time ordering from Free People online in the UK (I have always shopped with them in store when visiting the US).

My order was dispatched via multiple couriers. One package arrived no problem. One is still in transit. The third parcel was delivered to an unknown address. The proof of delivery photo provided by the courier was not my home. I advised courier who looked in to it. After 48hrs the parcel could not be located so the courier let Free People know the issue. Free People then emailed me saying “no refund or reissue” as the parcel is marked as delivered. Atrocious customer service. No care or concern. Awful experience. I was such a fan of the brand but totally put off by this (and over £500 worse off which I’m sure is not legal?!)

I do not recommend. Shop elsewhere.

Do not go near this company. I accidentally mixed up two return parcels, on for Free People and one for Rixo. Rixo very kindly let me know what had happened and sent the Free people dress back at no cost so I could then send it to Free People.
I contacted Free People to let them know what had happened, expecting them to return my parcel sent in error. They have refused to do so as apparently it is in their terms and conditions that they can't return parcels sent to them in error. I offered to pay for the return postage (even though they could have just written 'return to sender ' and offered to pay for a courier. The answer was no both times. When I asked what would happen to my (very expensive) dress, they said it would be destroyed. I have written to them so many times and just get a generic email and no response. It is actually illegal to keep someone's property or destroy it, but they really don't care.
I have never heard of this policy before, they continue to hold or have destroyed my dress and there is no apology or recompense. Awful

HORRIFIC CUSTOMER SERVICE, DO NOT BOTHER