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I believed that FP is having the worst cs! This is my first time to make order in fp, but they said that they cant verify my credit card and asked for more information...even a copy of identical card...it's so weird that I have never get this problem from other online stores! Finally I provided the bank authorization code for them and settled the payment and got my good. A week later I checked my bank and noticed that fp has made 2 times transaction from my card, one is settle and another one is still holding my card limit. I have email fp twice, but no reply! Even my bank told me the transaction will be canceled after 14 days, but fp should apologize for their mistake. At the same time I have another order from amxxxxx store, but my order was lost by carrier...I email amxxxxx many times and they reply my email shortly and trying to make the best offer for me. Although I have a bad shopping in amxxxxx, its cs do comfort me and having a trust to shop again. FP really need to improve its cs, otherwise it's taking risk to shop for an untrustworthy company!
---------------------------- (Got the reply from fp after the above post) Got the reply from fp, but it's really make me disappointed on their attitude! They just emphasized that they wont double charge for the order and encourage me to contact my bank if I have any concern...!!!I just wanna complaint that they are still holding my credit card limit even the order was done! Is it make sense to hold my credit limit? Is it the customer responsibility to contact the bank? Why don't they cancel the transaction? Maybe it's my mistake to shop in this crazy and uuntrustworthy store, and get in this trouble! Never ever again!!!!
I have been a longtime fan and customer of Freepeople. I never received any issues for most of the experience until about two years ago when I ordered two different orders within one day. Unfortunately I never received these orders and when I contacted Freepeople, they kindly resent me the items. Later on I received an email saying that I could no longer shop from their website due to the fact they decided to reimburse me. Hmmm alright fair enough. Being an economist major, I understood the concept of bad debts. I thought it was annoying especially because if it had just been one order made I probably would have only had one tick against my record but I understood the situation and where they were coming from. I have since changed my location. I tried to order from the website again and all of my orders were being rejected. I realized they associated my name as a red flag rather than my location. When I attempted to fix the problem, I was repeatedly ignored. I always sent very friendly emails explaining my situation and always was striving to find a solution to the problem I assumed we shared. Apparently I was a customer they didn't mind losing. I could never get a decent response. Once, someone from the customer service team said that they would forward my email to someone who could better help me. I never heard from anyone. I recently tried emailing them for the third time and never received a response. I assume they have banned me from ever sending them an email as well. I am really quite confused. I am being treated like a criminal for letting them know I didn't receive my packages two years ago . I don't know how long they will survive if they begin to feel like they can reject customers. I have done nothing to deserve this treatment.
I received a shirt from FP for Christmas that didn't fit right and just generally didn't look like it did online. I checked their gift return policy and thought fine, I can get store credit and buy something I like later. They sent me a gift receipt and I filled it out and sent it back to their SC warehouse on December 30th. It is now February 9th and I have received nothing. They have told me via email "As of 02/09/14, your return has not been received by our warehouse. It typically takes between 2-3 weeks for a return to be received and processed and you’ll receive an email as soon as your return is completed" and when I sent them a copy of my post office receipt they said ". Unfortunately, we have not received your return in our Distribution Center. We ask that all return methods be insured and trackable. Free People is not responsible for shipping fees or lost returns." Well, I have no tracking number, just a receipt with their SC address on it proving I sent it back. I'm so aggravated. Almost all of my wardrobe is FP, but they will be losing a customer after this. I expected better customer service than this.
I ordered a velvet duster on the 19th of December. The item was on backorder and on the website in was stated that it would ship on the 26th of December. Not only was the order never shipped on the 26th but for almost two months I had to call them myself. They NEVER sent me a single email to notify me about the delay and on the phone the assistants LIED to me at least 4 times. They kept finding excuses for the delay and they kept mocking me that my coat would ship in the following week. And as if that was not bad enough during the TWO months I was waiting, they CHARGED MY DEBIT CARD MULTIPLE times. The price of my coat was 150 euro and there were times that freepeople was witholding as much as 300 euro from my account balance. I had to call them every single time and ask them to release the money and they were telling that they were making these charges to see if the money is still available. Of course, that was very suspicious and I knew that they were trying to find an excuse to cancel my order. As they actually did a couple of days ago. THEY ARE STILL HOLDING 150 EURO FROM MY DEBIT CARD. When you call the customer services in the States the girls have this fake sweet (I don't give a s**t about your problem) attitude. I don't want to exaggerate but there was an instance that I was in the supermarket getting groceries for my family and when I was paying at the tills my card got declined twice because of these people's impotence. Unfortunately, I did not have cash with me at the time because I knew I had more than 130 euro in my card but the funds were gone. I was so embarrassed and upset and tired from a hard days work that I almost broke in tears..... I sent two long complaints to Customer services but never got a reply. When I called them, the girls on the phone kept telling me that they have "no access" to the mailbox of the Customer Services.
I ordered the vegan slouch purse and a pair of skyfall boots. The purse was missing the removable zipper pouch that came with it (also there was a shirt inside the purse that I didn't order and still had a security tag on it... ) and the boots were worn and missing the laces and an eyelet.
I called the 800# and wasn't pleased with the service I received. I reached out to customer service via email and they promptly gave me a few options.
From my experience with these issues I can say that Free People really cares about their customers. They were so generous and sincerely apologized for my order mishaps.
If you have a problem with your order, email customer service and let them fix it! They'll help you!
Just when I was giving up on Free People, they really changed my mind with their service and now I will continue for it to be my main go-to shop.
Free People have now sent the refund I was waiting for. Bridget in their customer services was very efficient emailing an apology and offering a £100 gift card for the inconvenience caused. There was a glitch which stopped the refund going through so no fault of Free People themselves. Very happy with the service I received. Thank you!!!!
My mother bought my daughter a jacket from this store that didn’t fit. When I tried to return it to the store near me, I was told that a size 12 was the largest size they carry. Really?! She is a perfect weight and BMI. And if that wasn’t outrageous enough, I was told that, without the original debit card (not the receipt, but the actual card), I could only get store credit! I wasn't trying to get the cash myself, just return it to the original payment source. But I was told that this was "their policy." Obviously store credit wasn't going to work since my daughter isn’t petite enough for your clothes, so I had to pay to ship the jacket back to my mother so she could return it to her original store. I will not be buying anything at this store again.
I ordered two scarves of the same style in two different colors. Shipping was fast but I received two scarves of the same color! So I called customer service but she said it will take 3 -7 days to figure out what went wrong and once they receive the scarf I send back and the scarf I wanted is still in stock, they will send me the scarf. The scarf is in stock right now but I do not want to pay shipping and re-order the scarf and plus I bought the scarves on sale when they had extra 25% off. I'm worried that the scarf will sell out before they get a chance to send me the right one..
Atrocious online and phone service!!! Their website says that gift cards can be mailed 1-2 day shipping via UPS, if you pay an extra $10. I paid the $10 and did not receive the gift card. Speaking with their reps by phone, I was told that the gift cards are all mailed via USPS "from their call center". WTH?!! I still did not receive the card and there is no tracking number!!! What they state on their website is fraudulent. Now I have to try to get my money back from this dishonest company. UPDATE: Free People had the gift card delivered to me on Xmas Eve, so I could give it to my niece. They also refunded my money, since I paid for 1-2 day service and it took 9 days and phone calls, e mails and a negative review on Trustpilot to get the gift card. They obviously tried very hard to make up for their mistakes and I am impressed and now recommend them.
je ne conseillerai pas ce site car ma commande ne correspondait pas à la photo requise sur le site, de plus j'ai eu la mauvaise surprise de devoir payer 40 euros de frais pour récupérer mon colis, ainsi une tunique à 60 euros m'a coutée 60 euros de frais de port......génial......
I bought a dress and did not get a confirmation email so I emailed them. They replied that my order was processing and would send a confirmation email ASAP. A week and a few days later I did not get anything so I went to the online shop to track my order, turns out they cancelled it without notifying me. I had to call them to find out what was going on. Apparently the order ran into some problems and they could only place the order for me again. I needed that dress in 3 days but due to the lack of express shipping option for international orders, this was impossible. I wish they would at least have notified me that the order was cancelled so I could place the order again early.
So disappointed with the horrible service for online orders!
A year ago, an order of 3 items never arrived. When I called, I was assured that I'd be reimbursed for the lost order and re-purchased the 2 items that were still in stock.
However, a new charge of the full amt of the lost package appeared on my cc statement 3 months later! I spent quite some time on this issue and my cc company removed the incorrect charge.
Unfortunately, I still do like their clothes and thought they just had made this one time mistake… So, I decided to try ordering online again but the order was cancelled. Two months ago, after I called customer service, Alexa from collections called me - she just started scolding me about how I owed them money and shouldn't have contacted my cc company. Yikes! I did explain what happened and she said she would look into it. I asked to call her back when I had my statements in front of me and wasn't at work. I called her three times during her business hours and never received a call back from her.
I emailed customer service on the FreePeople.com website and never received a response.
Horrible customer service to a long time customer!!!
When they're good, they're great -- but unfortunately that's pretty rare. I can understand the high prices -- that's what you pay for the work that goes into finding all these unique pieces -- but I'd say in my experience about 30% of their stuff is really poorly made, about 10% or less actually looks like it does in the online pictures, and 50% of their clothes look so different from how they're pictured online that I think they took a photo of a different product and then shipped a horrible, ugly, cheap reconstruction in its place. You rack up a LOT of return shipping fees if you order from them online because you have to send almost everything back. Probably about 10% of their stuff I've been happy with, and then I admit I'm really happy with those products. But the rest of the time, Free People is a serious pain in the ass. Nice and helpful customer service, though. Oh yeah and they also take FOREVER to post negative reviews... I suspect they wouldn't if I didn't nag them. They also have staff review the products to bolster the ratings. How is that fair? As if an employee is going to criticize the company product in front of the entire world? Unethical. But necessary because they do seem to try to rip customers off with almost all the products, with the ridiculous online photos and poor quality pieces. Charge as much as you want, but then SEND ME THE PRODUCT YOU ADVERTISED, not some cheap reconstruction that looks vaguely similar. That's not cool.
13th June, I placed an order through payPal for 3x freepeople items in their sale. A girlfriend had raved about their stuff and insisted it would be totally my bag. After looking at the site for hours, I was hooked. My parcel took about 3 weeks to arrive and just when I'd practically lost hope, it turned up.
The necklace was broken and the t-shirts were just awful; the shape and colours were nothing like the images on the site. I used their on-line returns system and printed out the form, took it to the post office and got my certificate of postage.
I AM STILL WAITING FOR MY REFUND AFTER 10 WEEKS!
I've been patiently calling and emailing almost twice each week and have got absolutely no-where with this. I AM NOT FEELING PATIENT ANYMORE. I've had such varied responses from customer services like: 'your package hasn't been received' , to, 'your refund will soon be processed'. I last had correspondance with LYNETTE JONES who emailed to ask for my order number and guess what? The order number was in the subject box!!!
Thanks to their shoddiness, payPal will not be able to escalate a dispute as I've passed the 45 day threshold period; this is because I have been assured in good faith I was getting a refund!
This company is smoke and mirrors: looks great on the surface but has no substance to back itself up. It has no customer service department to speak of and a blase attitude towards customer retention - I feel hoodwinked.
I've only ever had one experience of Free People, and that experience was poor enough to render this entire review. I had wanted the Voile and Lace Trapeze Slip for over a year, and being from the UK means it's difficult for me to do so. So when FP launched its UK site, you bet I was pleased - and I placed the order on the £78 dress I'd wanted for so long. Well. The 'item' took 3 weeks to arrive, and when it did, the wrong item completely had been shipped out to me, much to my sheer disappointment and dismay. Immediately I telephoned them to let them know of the error (calls to the US are expensive also) and the woman I spoke to was very rude and unhelpful. I told her what had happened, and she simply said "....Ooookay then..." as though the problem lay with me, not them. I put the phone down and sent an email instead. I was told to exchange the item and they'd send the correct one out to me. I specifically told them very explicitly that I wanted the item sent to my home address, NOT my university address as I would be moving out and all mail after move-out day is returned to sender. Apparently this didn't sink in and I got an email from FP saying they'd dispatched the exchange... to my university address. This added more stress to the pile and I ended up telephoning couriers I'd never even heard of trying to track my package. I ended up sending another email to FP telling them what had happened and I was furious with the service I'd received and at such great cost and stress to me. They then told me they would ship the item out to my home address with no further cost on my part - and this time, things went according to plan. I love the piece I bought, but something I noticed about it was that it was not as pictured on the website. The piece is a grey/blue coloured slip which, according to the picture on the website, has white lace insets, but the slip I got had black lace instead. I did expect this however, but only because I'd read customer reviews about the item beforehand. This is only a minor nit-pick, and I still really like the slip, but you should be getting exactly what you're paying for and should receive exactly as pictured on the website. I informed the company about this and they offered me a 15% discount on future purchases, but the picture on the website remains the same. Due to the appalling misconduct of a site which harbours such expensive clothing I cannot recommend FP as a website - especially if you're ordering from the United Kingdom. Maybe I just had an unfortunate one-off experience, though. I can't speak for all their items as I have only bought one, but mine definitely wasn't worth the price, as the material is quite flimsy and see-through. You can find similar items at H&M or even Primark for about a tenth of the price! I would've sent the item back but seeing as I'd gone to considerable stress and trouble trying to get it, I decided to keep it. Overall, very dissatisfied - But at least I got my item in the end!
When you call about your refund, you don't get much help. They have something called a "smart return" sticker. They claim the bar code would do the trick in making sure it is returned. I returned some adorable Mephistopho shoes for over a hundred dollars. There is believe it or not NO ADDRESS on the return slip. JUST A BAR CODE. . I called them about this. Just like talking to the wall. Literally. I can't believe I went along with this. I should have asked for the address and paid for the return and insured it. No the customer service girl said I didn't need to and said the post office would give me a slip proving that I returned it. THIS DIDNT HAPPEN! I can't Believe I went for this. So all I can do is wait to see if they get it. I have NO proof I returned it. Ill call PAYPAL and see what they say. I hope I haven't thrown away $100. THINK TWICE ABOUT THIS COMPANY. AT LEAST IF YOU BUY SOMETHING AND CHANGE YOUR MIND GET THE !ADDRESS! (If they will give it to you; they are very cagey about this) and insure it. I would not order from this company again. I'll have some sleepless nights over my hundred bucks. YOU HAVE BEEN FORWARNED.
I returned an item on Thursday August 17th and it arrived to their warehouse in S. Carolina on Monday, August 20th. I contacted them 2 days later about a refund, and they told me to wait 5 days for it. I did so, and when I realized my return wasn't processed on August 28th, I emailed the CS again. They never responded. Typical. Either this company is trying to SCAM me out of my $40, or they're ignoring all my emails. Either way, it looks FP is losing business over this and their Customer Service went from good, to downright garbage. I already filed a claim with PayPal and I WILL file a chargeback with my bank if my money isn't returned to me. STAY AWAY FROM THIS COMPANY unless you like the item enough to keep it, or if you have a FP boutique near you, so you can return the item in-store. I'm never shopping with this website ever again!
I really really love all your designs and fashion outfits you put together. Each line that comes out I drool over. I found a local place to buy your Free People clothes and was a bit in shock. Nordstrom Rack has your stuff at hefty prices and thats a discount! Don't get me wrong its not that its not worth it. Its just a bit too much. The quality is great and super comfy. I wish I had all the money in the world to buy all your stuff. For now I pick the pieces that make a bang and buy from discount retailers. I'm willing to bet that if you made a more affordable line you would get more customers. Prices from $20-$60 would be perfect. Also do you use fabrics made in the USA? How much do you concentrate on keeping $$ here in the USA? Organic fabric? Fair trade? These things also will bring more customers. Get on the green wagon and start manufacturing sustainably!