ComplaintsforFree People

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Transaction date: 4 July 2023 Amount paid: $791.31 What the business committed: 7 dresses Nature of dispute: I received two orders on 10 July 2023. Each package contained 1 dress. When I opened the packages, I realized 5 dresses were not included. This package was completely sealed with no damage when I opened it. Using deductive reasoning, the only logical explanation for this occurrence is that at the distribution center these 5 dresses were not packaged properly. The shipping labels between the two packages did list different weights, but there was only 1 dress in each package (see email attachments). I reached out to customer service via the Live Chat option. I was connected with ******. They quickly stated they would resend me all 5 dresses, no problem. Later I received an email notifying me that 1 of the dresses had shipped. I reached out again, concerned since only one dress shipped. I received an email from ******** later that evening stating the other 4 missing dresses would be expediated. Two days later, I received an email from **** from Urban Outfitters. They told me I would not be receiving replacements or a refund and to take it up with my credit card or homeowners insurance. I responded with the series of events including doorbell footage of the packages, but they stopped responding.Has the business tried to resolve this issue: No, over the past two weeks, I have had two representatives tell me they would send my missing dresses. The last representative told me I would not receive them and has not responded to my email which included multiple lines of evidence, including doorbell footage. Account/order/tracking: Order: ********** and ********** (for the one dress they resent me)Other evidence: I also have **** doorbell footage of the delivery that I am unable to attach here. I have sent this to their customer service, but never received a response.

  Business response

  07/24/2023

  Hi *****! We are sorry to hear that you were missing items. We will be reaching out to you via email for a resolution. We apologize for any inconvenience. 

  Customer response

  07/24/2023

  [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

  07/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for 2 items with www.freepeople.com. One of the two items shipped was an incorrect item. I called them multiple times over the course of weeks to resolve it. Information and instructions were never the same from one call to the next. I returned the items to them. They only refunded me for half of the order and claimed that I had not followed the instructions correctly for the return, not because there was any issue with the product I returned. I reported this to my credit card company and the vendor disputed my claim. They then blocked me from their site as well as all of the companies they are affiliated with. They have all of the product in their possession, and they are refusing to return my money. In short, they have my money as well as the product that money was for and additionally they have reported me to other vendors preventing me from conducting business. In researching this I have found that complaints of this type against their returns department are extremely common.

  Business response

  07/16/2023

  I have reached out to our Processing department and the hold has been removed. You should have received an email on Friday that you are free to order. 

  Customer response

  07/21/2023

  [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 hold on the card was more annoying than anything else because it affect my ability to order from other businesses that had affiliation.  The core issue is that I returned product and was not credited back and I feel that core issue is clearly stated in my original complaint and the secondary importance of the card hold is also clear.  I now know that the return discrepancy is the result of a technicality in that I did not follow the return instructions carefully enough but considering the information I received was different every time I spoke to someone at the business, my strict adherence to their exact process seems unrealistic.  Even the customer service representatives didn't know the process.  This order was handled poorly at every step.  Incorrect items were shipped, the business held my money waiting for the incorrect items to be returned before sending the right item but did not tell me that until the 2nd or 3rd time I called asking for an update.  When I returned items, I was credited for 1 of 2 because I put them in the same box which is apparently a violation of their return policy.  The core issue is that I submitted a return request for 2 items, I returned 2 items, I was credited for 1.  The businesses claim is that I did not follow the return instructions and so they will not credit me for the other item.  I would argue that the inconsistency in communication from the business is at best incompetence and places the fault with the customer service reps.  Considering the number of similar complains I have found online regarding their returns dept, one could argue it is less incompetence and more predatory/malicious.  
  
  Regards,
  
  *************************
  

  Business response

  07/25/2023

  After review of the orders, we have confirmed that the customer has been refunded in full as of July 25, 2023.

  Customer response

  07/26/2023

  [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

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have placed a few orders with FP. I recently purchased three ********** skirts. Sometimes the description is not quite the way an item was described or the sizing is way off, so you never know. Overall, I love FP. What I am unhappy about is that I recently placed an order for Tees. The order went through then was cancelled for which my money was refunded. I have excellent credit and no issues with anything. I have never witnessed any company do this without explanation. I called FP and spoke to a Customer Service Agent and asked what the issue was and the reason for which I was not notified. I asked what is wrong? She told me my account was restricted. I asked why? She said it may have to do with a return you never followed through with. Not true and not the way I handle things. She indicated that someone would call me within 72 hours, by Friday which would be today, July 7th. I called FP on Monday, the 3rd, and no one has contacted me. It is 6:10 in Ca now. I no longer want the items now, but I am pretty upset with the way in which FP treats customers with no explanation whatsoever. It is unacceptable. So unhappy.

  Business response

  07/10/2023

  An email concerning the issue was sent to you once in January and then again in March. I apologize if you didn't receive the notification (they sometimes land in your spam/junk folder). However, the hold on your account has been lifted and you are free to order. 

  Customer response

  07/11/2023

  
   Complaint: ********
  
  I am rejecting this response because:
  With all due respect, I have no understanding as to why my account was restricted and would appreciate a reply.  I will then accept your response.  I was very disappointed that FP did not call me back as I was told would happen.  I would like to know the reason for that, please, so it does not happen again.  It had to be something unintentional as I would not break any polices.  
  

  
  

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

  Business response

  07/11/2023

  Our order processing team emailed the information to you a little earlier today. If you have any additional concerns, you may reach out to the phone number that is on the email. We are happy to help!

  Customer response

  07/12/2023

  [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 above-attached email from the company shows that I am not *****************************, and that is not my email, so for the best resolution this company needs to lift the restriction as they are confusing customers for which they cannot find the information.  
  

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

  Customer response

  07/25/2023

  There was conflicting information by Free People.  One, they confused me with another customer and an Order No attached to that person owing $21.00-and-some cents that belonged to ***************************** whose account was restricted with Free People but restricted mine.  How they confused my account with someone else and sending emails to that person with whom they confused me is beyond my understanding.  They made an error for which no one from Free People has apologized.  
  

  Two, another person contacted me from People indicating my account was pulled aside for suspected fraud and cancelled my order which makes no sense as they made no effort to contact me.  I still dont even know what they did that entitled them to cancel my order.  
  

  Im very upset with their customer service and how they treated me; however, there are no holds or restrictions on my account now.   I accept that, but I still feel this company needs to take responsibility for their mixing up customers and order numbers and needs to explain and apologize.  Once they do that, I will accept the case is closed as they have now resolved the issue that this was not me or my account, and they cancelled the wrong account holders order due to their error.  Perhaps they can send a generous discount.  
  

  Respectfully,

   *******************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So many problems with this company - both Free People and Urban Outfitters. Urban Outfitters sent me the incorrect labeled sizes and also sizing is inconsistent on same items. Free people has so many issues ranging from quality control to poor customer service. Regarding this specific case- I ordered 3 items express delivery June 13th to arrive by Friday June 16th. 2 items arrived in time - one was defective (missing the strings to tie pants) and the other did not fit (their sizing is very inconsistent). I reported the defective item and they offered me a 25% discount which I accepted then had to repair the pants myself. I waited a few days and had to reach out 3 times to receive the refund. They finally sent it after multiple asks. I returned the item "baller pants" that did not fit with a QR code they sent me for USPS. It is now July 7th and I still have not received a refund. I have reached out to customer service via chat 4 times. They told me on July 5th that "rest assured, the item has been received and you will receive a refund by July 6th". Still nothing today so I reach out again and the agent told me the item had not been received, despite what the tracking says. Either way, they said their refund policy is 14 days and we are past that. They continuously send you in circles and give false information. Worst experience ever overall. It is too bad they have such poor quality control and service, it takes up SO much time just to handle basic business transactions and their clothes are very expensive for what they are. I liked on items from this whole order- hardly worth all the trouble.

  Business response

  07/08/2023

  I'm sorry that the pants were missing the string. The price adjustment for the damaged item was issued the same day you contacted us, 6/17/23. However, it can take 1 to 3 business days for the refund to reflect in your account. Other options were to return the pants for a full refund or request a replacement for them.

  I apologize for the delay with receiving your refund for the Baller Pants. Tracking shows that it was delivered to the company that delivers it to our returns facility. It has not yet been received by our returns department. The normal time frame is 14 business days. Due to this delay, I've issued the refund for you. You should receive an email concerning the refund issued. As before, please allow 1 to 3 business days for the refund to reflect in your account. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction was 07/02/2023 I placed two orders with 2 day express delivery one for $52 and the other was for $339.07 The order for $52 was delivered and the other one was marked delivered but still has not arrived. After contacting free people everyone has a different answer. After being a loyal customer for over a decade with never a delivery issue I find the way its handle is poorly done. I was told since it was 2 day express to wait 24 hours and they would send to proper department for a refund which I did and when I reached back out the agent told me to wait 5-7 business days. That’s ridiculous I want a refund and if the package shows up in the future I Will gladly return it 

  Business response

  07/08/2023

  A full refund has been issued for the items that were marked as delivered but not received. The customer has been contacted via email with this information. 

  Customer response

  07/08/2023

  [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

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  April 2023, I had ordered a dress from the website. When it arrived it was broken in the front. The crossover seams were no longer connected. I went to the store and returned it and ordered another. This happens another 2 twos. I had ordered the same dress three times and each time it came to my house broken. After being extremely discouraged and left with a store credit I purchased the **** mini studded skort in mocha. When it arrived to my house the clasp at the top of the zipper was not attached on the one side. I returned it and ordered another one. It came attached this time but after only wearing it for 2 hours the clasp became extremely loose and the zipper would not zip fully. Again, I returned and reordered. The new skort finally arrived today (7/5/23) and it AGAIN has a barely attached clasp. I dont know what is happening but free people quality has gone extremely down. So very disappointed in the lack of pride your company takes in its product. I will now be returning something for the 7th times all due to lack of inspection on your clothing.

  Business response

  07/08/2023

  We're sorry to hear about the quality issues you have encountered. We see that the skort with the defective zipper were returned in store for a gift card on July 6th. Please rest assured, feedback will be shared with our quality control team. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/28/2023, I received an email confirmation that my package had been delivered to my home in Kihei, HI. Order # ********** I checked everywhere, went to the neighbors but my package was nowhere to be found. I gave it a couple more days, still nothing so I went to the post office. They told me that due to "incomplete address", the package had been returned to sender. The post office provided me with a tracking number (********************) and shared the last place where said package had been scanned. It showed that package had been scanned in Pennsylvania (where shipping factory of FP is located) on April 1st. I reached out to FP via email and phone numerous times explaining the situation and requesting a refund since they do not ship back your order if it's returned to sender. The different staff to whom I spoke on several occasions simply told me that they would refund me once the package was returned to their factory (which per post office scans, had arrived in PA already). I explained this to them but they refused to cooperate and said they would reach out in 3-5 business days. After 1 week, nothing. After 2 weeks, still nothing. I emailed back and got no answer. I have been a faithful costumer of FP for over 15 years and spent a fair amount of money at their store. The fact that every time I called, staff was rude and uncooperative and then simply ignoring me was appalling. I filed a dispute with my credit card company (********) and gave them all the details but FP sent "proof" that I had made the transaction (which I never denied) but the whole returned package issue was never mentioned. The dispute did not go in my favor and my $354 still remained with FP. To make things worse, I tried to make a new order on 5/17/2023 but FP cancelled it without giving me any reason. I finally received an email on 6/28/2023 that the "block" on my account had been lifted.. interestingly at the same time that the dispute with ******** ruled in their favor. Never again!

  Business response

  06/30/2023

  After review of the customer's account, the hold has been removed. We have also refunded the package that was deemed to be lost by the carrier. This refund may take up to 3 business days to reflect onto the original method of payment. 

  Customer response

  06/30/2023

  [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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a kimono back in February for my vacation and received pants instead. It was inconvenient since I was leaving the next day. Returned pants back and tried placing an order this week and both orders were canceled. I’m so bummed! I’ve been reading online and it sounds like I’ve been blacklisted?

  Business response

  06/30/2023

  After further review of the customer's account, I have confirmed that the hold has been removed.

  Customer response

  06/30/2023

  [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

  06/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order of $360 and it was confirmed by email from Free People and then cancelled by Free People due to "restrictions on my account". I contacted customer service through text. Other than an automated response to accept text messages from the company, I received no useful response. I am annoyed and feel insulted.

  Business response

  07/06/2023

  This customer has been emailed regarding the hold on their account. The hold has been removed as a courtesy and the customer is free to order. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my item on 5/01/2023 and it was delivered on May 9th. The order number is **********. Now, I returned this item because the size above it became available so I ordered a Large and returned a medium. This was a muscle sweatshirt, which was called The *** ***** **** ****** Sweatshirt. I mailed the return on 5/13/2023 and it was received by the Free People on 5/26/2023. I have not received my refund of $39.95 even though the return process was initiated over 15 business days ago. I have gone through multiple customer service agents and there has been no resolution. They say well it can take up to 15 business days, when it has been about 20. Then one said they would contact the warehouse. I get a different person each time and nothing has been fixed. I asked if this return has been lost within the warehouse or even processed improperly and never get an answer. However, whatever happened to my item is not on me, Free People received and I would like my refund.

  Business response

  06/13/2023

  We have confirmed that this order ********** has been refunded in the amount of $39.95 as of June 13th. If you do not see this credit within 3 business days, please reach out to your financial institute. 

  Customer response

  06/13/2023

  [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,
  
  *********************
  

*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. ↩