Complaints

This profile includes complaints for Free People's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Free People

  5000 S Broad St Philadelphia, PA 19112-1402

• 

  Free People

  75 Middlesex Tpke Burlington, MA 01803

• 

  FP Movement Chicago

  1538 N Milwaukee Ave Chicago, IL 60622

• 

  Free People

  835 N Michigan Ave Chicago, IL 60611

• 

  Free People

  90 Church St Burlington, VT 05401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In regard to order Order Number **********. First, free people left my item **** ********** Bias Slip out of my package. They told me they were re-shipping it and that I'd receive confirmation in 24 hours. 24 hours later, I'm notified they're refunding me, no dress. Then, a few hours after that I'm notified that another item (same order shipped separately) ****** Western Boots was returned and they're refunding me. How can something be returned that I never received?!? It says in transit to me still. When I reached out rather than replacing the item which they do have in stock in a 7.5 they directed me to repurchase and they would refund the difference. They refused to give me a code for 40% off (the promo with which I bought these items). Obviously since they've been omitting truth and canceling multiple items from my orders I don't feel comfortable purchasing them at full price and then asking them to refund the price difference, especially given that different chat agents are telling me different things. Highly unethical and disappointing, neither of my items were low in stock when purchased and I purchased them with early bird access. I spend a lot of money at free people and this outfit was for my birthday. I've completely lost faith in them as a company and they've made it clear they don't value their customers at all. I've never filed a BBB complaint in my life but their inability to issue a store credit at least so I can repurchase without waiting for a refund is very upsetting. Also very shady and confidence shaking that my item was supposedly shipped but is now being returned without it ever even being brought to my home.

  Business Response

  Date: 01/09/2024

  New order placed for the item not received with the requested discount amount on 1/5/2024. That order is expected to deliver to the customer on Friday, Jan 12th per the tracking number. USPS  tracking: **********************

  In reference to the ****** Western boots on order **********, the tracking never updated to be in transit to the customer and is considered to be a lost package. All lost packages are refunded and the order can be replaced at the customer's convenience. 

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number ********** Date Ordered Dec 25, 2023 Order Total $380.63 all but 2 items were shipped and I recieved a box on 12.29.23 - upon receipt of the box, all items in the box were not the items I ordered. I received a box full of someone else's items from another order. I placed my order with 2 day shipping and upon receipt of the box ALL items were missing. I was shipped the wrong box. I contacted customer service and they informed me of the following:1. They will ensure I get my items, they created a case for all missing items to be reshipped to me, even though some items were showing out of stock online they assured me they have the items in warehouse. 2. Take the items shipped to me that were not mine to a local store and upon proof of the errant items being sent back via the store, the customer service team can process a refund. I went to the store on 12.29.23 and informed them of what customer service told me, I showed them the chat confirmation / information the chat agent ****** shared with me. The store was so confused they had to call their own customer service and they were told EVERY item I ordered was sold out EVERY SINGLE ITEM. So they have to just refund the entire order, which is the absolutely and complete opposite of what the chat agent told me when we first discovered the issue.The store processed a refund of the items that were sold out.At this point I am filing a complaint to be made whole against the 12 items I ordered and ALL OF THEM BEING SOLD OUT.I dont even know what to ask for in restitution because I was promised my items would be shipped no matter what, but the store said all the items are sold out and had to process a return.Free People corporate needs to get involved to find a resolution to this issue. I got online at a very early hour to ensure I could get the items I wanted from the sale and now they are all sold out and I dont have anything I ordered.

  Business Response

  Date: 01/03/2024

  We are sorry to hear about your experience with the order **********. We have extended the same Sale On Sale offer for the orders ********** and **********. An eGift card has been issued for the inconvenience. 

  Customer Answer

  Date: 01/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They have gone above and beyond to resolve the issue I had with my order.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/26/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several years ago, I disputed a credit charge from a purchase from Free People because the item was stolen in transit to me. As a result, I was banned from Free People AND Anthropologie and to this day, cannot order anything from them. I have attempted to contact them numerous times but customer service cannot help and only sends an email to an internal department thats supposed to follow up but never does. I need the ban removed. I tried to purchase something a month ago and an hour after I placed the order, they automatically cancelled it. I cannot get this resolved by contacting the company as they do not help. I dont want any refunds, I just want to be removed their banned list.

  Business Response

  Date: 12/27/2023

  The restriction on the customer's account has been removed. She is free to order with any of the URBN brands.

  Customer Answer

  Date: 12/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:12/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot shot onesie using a promotional code I received from one of the the spend &150- receive $100 promos. When I received the item I didn’t like the fit and so I took it to the store to exchange it for a different size. When they looked up the order they said I couldn’t exchange it because a refund had already been initiated for the item. Which was inaccurate. I was advised to call customer service. I called customer service and the rep told me I could return the item and he initiated a return and send me a usps return label. I returned the item and heard nothing. A few weeks later I called to confirm the return and was told it had been accepted and a refund would be issued. They apologized for the delay and said I should receive it in a few days. Another week or so went by and nothing - so I called back and the rep who answered said that I couldn’t return the item bc it was purchased with a special code. I informed her I already had and she said there was nothing she could do. I asked to talk to a supervisor and she put me on hold and cane back on and said they would reactivate a $100 coupon code for me to use just this time. I thanked them and proceeded to hang up and try the coupon code a few hours later. It didn’t work. I called back and spoke with another person who told me there was no way to reactivate a code and what I had been told was incorrect. I asked them to check the notes from the previous call to see that they had told me it would be reactivated. The rep said - I am reading the notes and they have written that they told you that you couldn’t have a refund. I asked to speak to a manager again. The gentleman who got on the phone said he was reading the notes and I had been repeatedly told I couldn’t get a refund for the item. Which is not at all what I had been told. I explained what the reps were telling me on the phone and what they were documenting in their notes were not in sync and I asked for a review. Still no response from FPM

  Business Response

  Date: 12/26/2023

  After review of the customer's account, the promotional e-code was reactivated and used on orders ********** and ********** - with both orders placed on December 19th. This one time use code will not be reactivated again. 

  Customer Answer

  Date: 01/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This is a completely inaccurate response. The codes that were used on the 19th were different codes that were related to a promotion from two other recent purchases- which shows you that I had been a dedicated customer.

  The response is unsatisfactory because I am still not being communicated to about the multiple deceptive conversation I had with their customer services reps, and the fact that they have not addressed the initial code that was supposed to be reactivated. I was given authorization for I return an item- they processed the return and now are basically saying they cant do anything about it and cant send it back. 

  This continues to be hands down the worst customer service experience I have ever had in my life. I have never come across so much combativeness from a customer service department in a company. They really need to take a page from ********** book.
  
  Regards,
  
  *******************

  Business Response

  Date: 01/09/2024

  The ******* Onesie that the customer is referring to is from order **********, placed on December 22, 2022 using $100 promo ***********. This code expired on 1/15/23 and was reactivated as a courtesy after the return was completed.

  As of January 9, 2024, the following codes are showing as available on the customer account:
  *********** Expires 1/16/2024
  *********** Expires 2/8/2024

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 12/3/23 of 211.56 (order number: **********) during the promotion of spend $150 get $100 to use for future purchase. I was supposed to receive an email with a promo code to apply and use to get $100 credit on 12/13. When I realized I never received the email, I called on 12/14 and was told to wait 24 hours. After not receiving my email, I decided to use the text support system and had an employee named ***** send me an email with a promo code. The promo code gave me an error (promo code has been maxed out) so I decided to call. I spent an hour on the phone and after being given 2 new promo codes that did not work, I was told I needed to wait 24–72 hours for their back end team to investigate. I have still not yet received my promo code, and I am very frustrated. I confirmed with several employees that I should have received the promo code and since the promo code is set to expire on Jan 6th it’s incredibly important that I get this fixed ASAP.

  Business Response

  Date: 12/21/2023

  Thank you for contacting us. We sincerely apologize for the negative experience that you have had. It looks like you were able to connect with a supervisor via our customer service department to have this matter resolved. We hope that this provided a satisfactory resolution & apologize for any inconveniences that this caused. Thank you for shopping with us. 

  Customer Answer

  Date: 12/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday December 15th, my very expensive order was taken to the wrong house by their shipping company of choice *********/******. I attempted to contact shipping over and over and was told it is up not the seller to fix it. I contacted Free People over and over, despite sending photos of my house and the photo of the house delivered to plus the wrong zip code recorded by the shipping service, I was told that since it is marked as 'delivered' they will not reship or refund the item.They told me to file a police report and make a claim with my homeowners insurance, or file a credit card dispute instead. It is their responsibility to get my order to me and it was clearly not delivered to my house. I did make a report with the Sheriff who also told me that Free People had a responsibility to get it to my address. I have now opened a dispute and have been told that I will be banned from shopping any of their companies again, which is extremely wrong. I have been a customer for decades and have never had an issue before this.Order ********** with tracking ***************

  Customer Answer

  Date: 12/18/2023

  Hello,

  Tonight the package was retrieved by the courier and brought to me. Please delete the complaint as I now have the order in hand. 
  

  thank you

• Initial Complaint

  Date:12/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ********** was returned alongside another order. The other order arrived and was refunded but this return has never been processed. I called to check in on it two weeks ago as I only have the return QR code and the CSR confirmed it was on its way. It has been many weeks now. Please refund the we the free montage boots in the amount of $328 plus tax!

  Business Response

  Date: 12/20/2023

  After adjustments, you were only charged $175.48 for the order **********. A refund of $175.48 was issued to ****** on December 18, 2023 for the return. Most credits post within 1-3 business days.

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter received a $75 Urban Outfitters gift card earlier in the year. We tried using the card but received multiple errors. We called customer support twice to reset the card, but both were unsuccessful. We gave up on the $75 but subsequently found myself restricted from purchasing items on Free People (URBN company)? I called Free People regarding the restriction, and they forwarded my complaint to the restrictions department. I have not heard from the restrictions department and cannot purchase items. So we were wronged on receiving a faulty $75 gift card, and to add insult to injury, banned across the Urban Outfitters companies? It's not the first time we had issues with Urban's customer service before, and shame on us for continuing to tsupport Urban's companies. Going forward, Urban will not be visited until it does the hard work to invest in its customer service and complaint resources.

  Business Response

  Date: 12/20/2023

  The return was received on order ********** which caused the order cancellation and account hold. Once we received the return, the hold on the account has been lifted. A gift card replacement for $75 was reissued to the customer on November 7th. That Ecard was emailed to the customer via emal ***********************. I emailed customer today to confirm return received, account hold lifted (free to order), and advised of the replacement GC being emailed to her. I checked the gift card and the balance is available for use. 

• Initial Complaint

  Date:12/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From 11/29 to 12/3 I placed three separate orders under their online deal of "Spend $150, Get $100". At the time of purchase, I tried to click on the "details" but there was no link. I searched under help and info for the website but again could not locate any specific details. Each time I added $150 to my cart, the checkout summary indicated that a $100 credit (to be emailed on 12/13) was part of the order. I received only ONE of these credits, though so I contacted the company. They responded that only one deal per customer was allowed but this information was NOT readily accessible on the site during the sale. Additionally, payment for one order was with a credit card under my name and payment for the other was through my husband's card so I feel that we constitute TWO customers and at least deserve two of the credits offered. If the deal is so restrictive, the link to the terms should have been readily accessible through a link AND the cart should have prompted that only one deal was allowed instead of continually saying the purchase included a $100 credit. I feel strongly that this company has participated in fraudulent, "bait and switch" tactics and would like the three credits I deserve upon completing 3 orders of $150+ in each order.***************************

  Business Response

  Date: 12/20/2023

  The details about the spend/get promotion was in the initial email that was sent out and also on our website under current promotions. It states limited one time use and one per customer. Please view the link *************************************************************** .

  Customer Answer

  Date: 12/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The offer states that it is per customer.  Of the three orders made, payments were made individually and separately by *************************** and by *********************. This constitutes TWO customers and as such, warrants TWO offer redemptions.  Furthermore, I did not visit your site in response to an email so I would not have seen the terms in that manner. The terms were not linked to the SHOPPING website freepeople.com in an easy to find manner (such as a click able link attached directly to the offer) but instead are available through a separate link that requires an additional appendage, freepeople.com/current offers.  The terms were essentially not available at the sale site, and I maintain that this was a bait and switch offer. 

  Regards,
  
  ***************************

  Business Response

  Date: 01/03/2024

  The orders were placed under separate names but under the same account using the same email address. We will not be able to honor another $100 off code for those orders placed under the same account but change the name.  

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two of my return package were lost by free peoples carrier. The company will not refund my return even though it was scanned in by the post office and delivered to their carrier, they cannot even tell me the name of their returns carrier. I have called several times with no resolution

  Business Response

  Date: 12/13/2023

  Our records indicate your returns were received on December 11th and 12th. You will receive an email confirmation regarding your refund once we have processed your returns.