Free People Reviews 130

Refund eventually received, but the process was extremely frustrating and time-consuming.

I returned five items in one parcel, which was confirmed delivered. Free People initially refunded only two items, despite clearly having received the full return. I then had to chase repeatedly over several weeks.

Customer service gave inconsistent responses, repeatedly asked for unnecessary proof (including a receipt I could not have as the parcel was collected), and made promises to escalate that were never followed up.

This was clearly an internal warehouse issue, yet I was left to do all the chasing. I only received the remaining refund after informing them I would be initiating a chargeback.

Based on this experience, I would be very hesitant to order again.

They have a bunch of liars working there. They have an agreement with American Airlines for earning miles….and then they say lies to not give you points. Will NEVER support this company again by buying another item.

If i could give NO stars, i would. Customer Service does not care about the consumer at all, very cold, matter of fact responses.
Address issues apparently not. After trying to purchase a number of items in my basket a message appeared saying 'cannot deliver to this address, please re add items to your basket or change the address'. Well i did both and still got the same message.
I then opened the 'Chat' box to ask why there seems to be a problem delivering to my address to be told that my address should be ok and that they probably don't have stock of the items.
I checked again and they are showing to still have stock of ALL items. Customer Service advised me that items can look like they are in stock but can actually be out of stock for days!!!
I mentioned that this is misleading to the consumer as you are advertising items for sale that they don't actually have to sell.
Customer Service response was "sorry for your inconvenience".

I used to be a good customer of theirs, spending with them over the years and feeling good about purchasing less but better to do my bit for the environment.

After this cold and thoughtless response and lack of care to customers, i will no longer purchase anything with them.

This company has gone downhill in every way over the years, its a shame.

Ordered a set (top & trousers)
When the package arrived there was only the top in it. I went on to the chat to tell them this and basically they are saying both items were sent in the one package. I continued to say I can assure you only the top is there and there is no damage to the parcel so it could not have fallen out.
I’m waiting to hear within 3 days what they decide to do. This is disgraceful customer service. The set cost £158. A very bad experience.

Decent clothing at a steep price. Ordered some jeans on sale, they arrived with a broken button & completely distressed on one pant leg while the other side was normal.
It appears that while being transported/stored the denim was handled so roughly that one of the legs has small holes. The original price was 128€ luckily I bought them on sale, Customer Service offered me a 15% discount if I promised not to return them.

I also bought a set that was “100% cotton” but the top and bottom were completely different shades of white. Turns out the bottoms are half polyester, of course they don’t match. Reached out and received a 50% discount.

I have had in excess of 12 orders with Free People. The products are great. I now have 4 orders places with express shipping, in over a week no updates.

Customer service is the worst I’ve ever come across, do not waste your time with this company, they will not help you even with the simplest of requests, I will never use them again because of this

Terrible company, made an order, received an email to say order dispatched the next day thought great. Waiting for delivery , 2 days later got an email to say one of the items had been cancelled as no stock. Bought both items to go together and now I will only receive half of it. Rubbish.

I’d love to chose 0 stars if I could.
The Free People offer a horrible experience overall.
Extremely rude customer service ,unreasonable and inefficient…I have been asked to contact DPD for a delivery left in the front of my building and obviously lost/stolen.
DPD then advised me to contact FP as they’re the one who should deal with this.
I am out of words…extremely disappointed and I’ll certainly not be ordering from them ever again.

Dont deserve 1 star
Im really not happy
Ive place a few orders with free people
And i needed to return 2 orders
I rang up at least 3 times and emailed and watsapp them to double check and on all occasions I was told its 100% going back on my original payment and gess what it wasn't
I got a e-card
This was escalated to the department to change the e card to back to payment method
I got a email back saying it was refunded back to my original payment and wow they didn't have the right return i was talking about evan though I gave them the order number
So ive just got another email this morning saying they need to look into it
So this is why I find myself on trustpilot
Customer service is rubbish

I ordered on 20 November 2025. On 8 December 2025 I raised a query through their chat and was told that the item was lost. I was cut off before I could requst my money back and when I re-started the chat, there was no customer service people available so they asked for my email and said that they would email me within 24 hours. I will see...

Will never have anything to do with this company again. Their customer service is appalling. They don’t care about the customer experience. They like to rip you off. It seems they haven’t refunded lots of people for jeans and clothes they have bought and worst of all they have no ethics in terms of thinking about the planet- big capitalists don’t buy from them.

Free People customer service used to be amazing, now it's terrible! I paid £10 for next day delivery and then discovered the item was being sent by the dreaded EVRI. Every day for 4 days I've received the email 'your parcel will be delivered by 7pm-9pm.' Anyone who has experienced Evri know this is the worst timeslot where nothing ever gets delivered. Reached out to FP and customer service replied saying they do not have direct contact with Evri and that I need to contact Evri myself. After a quick consult with ChatGPT - I discovered under the Consumer Act 2015, our contract is with FP, not Evri and they need to resolve the issue directly, so don't let them fob you off with them not being able to contact Evri. Not to preach about Amazon but I ordered something with same-day delivery (no cost) and that arrived him on time, perfectly fine, so it is possible!

THEIVES! I have been expecting a refund since August and have not received. Their customer service is pathetic, they are an utter scam of a company. I will advise everyone to never buy through them again. Disgusting company. I didn’t even receive the parcel

Paid £80 for a top in express delivery - never arrived kept flagging and they said 2 weeks later must have got lost
I think scam site - keep your money 2 weeks pay it back

The actual products are very nice and all look great but they don’t make you aware as you’re paying that your items will be coming from the US! My items took 2 weeks to arrive which if I had known I’d have shopped elsewhere. Very sneaky that they don’t make it clear your items will be shipped from the US and give you a 5-7day shipping time. Luckily I didn’t need it asap but just watch out

Please don’t order from Free People unless you’re absolutely certain you won’t return items and want a refund. Despite returning my items in July, I have only just got my refund through Paypal disputes. They settled in my favour, which isn’t surprising given how shocking Free People’s customer service is.

Would give less if possible. Essentially taking money from customers with no conscience! Never received delivery and sent picture proof that the photo provided was not of my door and was told they would not help at all. Will never order again and if I had seen these reviews I wouldn’t have ordered at all!! Honestly worst customer service I have ever experienced

If I could give zero stars I would. Made a high value order and it was sent it two deliveries. One from UK was marked as delivered by Evri but was not. Raised with Evri, they said contact Free People which I did. Sent a very in depth email with all the details and photo of delivery which did not have the packaging in it.
Had an email back from them almost accusing me of lying and said no refund or replacement will be given 'this time' and I need to contact the courier again.
If this was a small independent company they would have sent a replacement with no questions as they genuinely appreciate their customers.
Disgusting customer services. Have spent a lot of money over the years with Free People but def won't be anymore!

terrible customer service. after waiting for an unacceptable amount of time for delivery, my parcel was refused due to the incorrect name. no help available from dpd and no help from Free People. name and address are correct. Free People refused to help or communicate with the courier. Update: DPD have confirmed that free people have given me false information.