Free People Reviews 

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!

They lost my parcel. Honestly awful. Really sad, I spent over £100 on some dungarees (including shipping) they claimed the courier tried to deliver my parcel (no note was left or door knocked on) for them to say via email it had been delivered at the local drop (not a usual place my parcels go to) or a safe place I had asked for. Thankfully the staff member at the local drop off point gave me their number to give updates as they couldn’t find the parcel…this then took 10 days of back and fourth with the store, the delivery courier and freepeople. Freepeople really tried to tell me the parcel was at the store, even after the staff member (who didn’t even work for the company or delivery courier) had checked cctv and no one had even come into the store at the time it was supposedly sent. I’d sent countless evidence over the following 10 days, which freepeople didn’t actually investigate. I kept getting told they had ‘sent the incident to head office’ with no update or changes which sent me in a loop with their customer service only after I finally raised it as an incident with my bank to ensure I wasn’t left out of pocket, did I receive a refund/actually communications which now reading reviews seems like a common occurrence, really sad

I ordered a pair of pants that arrived without buttons sewn in. I emailed customer service and they agreed to discount me 20% to keep the pants. I said no and had to pay 22 euros to send them back. What????

They received my return 3 weeks ago but did not notify me at all. Maybe they thought I would forget? Yikes. After multiple attempts to get a refund, they finally just sent me an email 2 days ago saying I was refunded but my bank account says otherwise. I will never shop there again.

Ordered an item 12 days ago. It never arrived. Contacted them. They asked me to wait a bit longer. Waited a bit longer. Contacted them. They asked me again to wait a bit longer. They are now not responding at all. Diabolical service.

I absolutely love Free People's Clothing, boho heaven, every item I have had has been beautifully made, good quality and I've returned and brought more because of the quality and fit. Their clothes are expensive which is the down side, but I'd rather buy sustainable items than throw away garments so in my mknd totally worth the money. I've recently had a faulty pair of trousers and they immediately refunded me so I cant fault their customer service either. Very shocked at the bad reviews on here! Toni Rosser

Absolutely worse quality clothing the top I recived is so thin a slight touch would Tate you would think at the price you would get high quality.sent back still waiting on refund 7 months still not recived customer service is nonexistent.

Very poor quality garments for the higher premium they are charging.
Stitching wonky on items poor finishing and materials cheap quality.
Customer service rubbish like to use chat bots then when you are directed to a person theres no one available.
Long refund process.

I can’t relate to these negative comments. I find Free People great. Good in-store experience, friendly, helpful but not pushy staff. Online and returns, efficient and hassle-free. It’s almost like someone has an agenda to bring them down. Don’t be fooled. Free People are OK!

Wish I had looked at reviews! Fp movement is a complete fraud. No response to any of my emails. I have been waiting for over 3 weeks for my online order. I have requested for a refund but have had no response for days. Avoid!!!!!!!!

Like the other commenters, I wish I had checked the reviews.

They have emailed me to confirm they have received 4 items in my return but they have only refunded 3 items.

Made me wait 28 days before they would look into it, still won’t refund my money.

Like many people, I wish I had read the reviews before ordering! As the site advised ethical clothes, you would assume they would care about their customers. No numbers on the website connect to text service or call centre. You can only communicate through bot chat. NO CUSTOMER SERVICE! only received one item out of two. Bad quality for a top that cost £87! Better quality from primark.....total rip off as a website

Item on back order constantly, cannot cancel order online, Chat doesn’t work, can’t get through on phone. Items are also not representative of photographs. Will never shop with them again.

Worst customer service I’ve ever known. Poor quality. Poor service. Never use.

I never got the products. They told me it was delivered but I.work from home and it never came . After 8 weeks of waiting and they don't give you a refund. I. Out 100$

I wish I had read these reviews first. I ordered a pair of sandals on 18/5/2024 for £198. I had express delivery and I am still chasing. I have had the excuse of circumstances out of their control please wait another 48 hours. Today I get it will take is 3 days to look into this. I have asked for money back but they just ignore that and tell me to wait. Never again, first and last time I buy from them.

Absolutely appalling. Could see from the tracking that the order was lost. They made me wait an additional week to prove it and said there was nothing they could do other than wait. Which is total BS. Rude. Barely an apology. Would never shop again.

First, I'm a huge Free People fan. My wardrobe is full of their clothing, and when looking to leave a review, I was shocked to find they are so poorly rated. I had no idea, but today gave me insight as to why. My pants arrived today and I was appalled by the condition. They were stained, wrinkled beyond anything I've seen before and so disgusting, I did not want to touch them. How dare anyone ship pants to me in that condition. I was so dissapointed in Free People that one of their employees had the audacity to package an item in such horrific condition and ship it to me.
I asked where they were shipped from and was told a store, but he was not authorized to tell me what store. I wish he had, because they would have heard it, from me. Whomever shipped my pants should be on the unemployment line. Truly a disgusting, nauseating experience.

I have ordered several items from FP online and each time it takes 10 work days at least to be delivered to the UK unlike what the website promises (5-7 workdays). This time I did contact customer service as I paid for express shipment and it annoyed me. My delivery is already 1 day late -its been 8 workdays- and they suggest me to investigate for 2-3 days. Do I take your clothes from the store and ask you to give me 3-4 days to pay? No!