ComplaintsforFree People

Clothing

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
12/29/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
During December Free People ran a promotion in which those who spend $150 would get a $100 online gift card in return. I made a purchase in excess of $150 and received the gift card. Using the gift card I purchased a sweater dress (order no. ********** ). The order totalled $184 including the taxes and expedited shipping. I used ****** to pay for the additional $84 remaining after the $100 giftcard was used. Several days later I received the wrong item. Attempting to contact free people several times to be told I could get a refund for the $84 but not get my $100 gift card back. So they have essentially scammed me by accepting my purchase then sending me the wrong item and basically saying "too bad." They need to take ownership of their mistake and make it right. When I followed up with them 12/28 to say as much they told me to take it up with ******. Yes, ****** can help me with the $84 but Free People still owes me the $100 voucher that I earned during the original purchase. You scammed me and cheated me out of the giftcard I earned during the promotion! This is an abhorrent business practice. Fix it.
Business response
01/04/2022
Thank you for contacting us. We do apologize for the negative experience that you have had with a recent promotion for an order. We have offered a direct resolution to you via the email associated with your online and sincerely apologize for the confusion and any inconveniences that this has caused. Thank you for shopping with us.
Customer response
01/05/2022
[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
12/28/2021
Complaint Type:
Sales and Advertising Issues
Status:
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.
Free People ran an ad campaign stating that if your purchase exceeds $150, you would receive a $100 gift card. The email stated the code with the gift card would be issued on December 15th. I made a purchase on December 13th for over $150 (Order Number **********) and never received the promo code for the $100 gift card. I contacted customer service via their text message system. The customer service rep apologized for the mistake and said I would "receive confirmation via email with a code within 48 business hours." 48 business hours came and went, and no code was provided. I followed up with customer service again and explained the full details (again). The customer service rep again apologized again, told me to "please be rest assured" that I would receive the promo within 24 hours. I still never received it. I followed up for a third time. This time, the customer service rep said I didn't qualify for the promo because my purchase was made on December 13th and the promo ended on December 10th. I went back and reviewed the original email, and it vaguely stated the promo would be "for a limited time only." This is deceptive advertising to set an internal deadline for a promo to end. Regardless, two Free People customer service reps already told me via text messages (provided with this complaint) that I would receive the code within "x" hours and apologized for the delay. It is unacceptable (and illegal) for a company to run a campaign, tell the customer twice their purchased qualified and they would receive the promo, and then backtrack.
Business response
12/29/2021
Unfortunately, the order did not qualify with the terms and conditions of our promotion. As a courtesy, a $100 eCode has been emailed that can be redeemed on a one time purchase.
Customer response
12/29/2021
[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: There is no explanation from the company as to why their customer service reps told me twice the order qualified and I would receive the code within x business hours. I have spent hours communicating with Free People and their response entirely fails to accept accountability for a misleading promotion and/or statements made by their customer service reps, which were abruptly taken back. It shouldn't take a BBB complaint for a company to follow through on promises made.

Regards,

***********************************
Initial Complaint
12/18/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Re Order number **********. My complaint is identical to several others on here. Order placed. I was notified it was delivered on 12/13/21. It wasn't. Contacted them. Asked to wait 48 hours. No delivery. Contacted them again. They asked for another 24 hours to investigate. Contacted them a third time. Now they say they need more time to be investigate. This is fraud.
Business response
12/20/2021
A lost claim was filed for the order **********. A refund of $83.46 was issued on December 20, 2021 to the original form of payment.
Customer response
12/21/2021
[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:

Only after your contact did this company refund the money I was due. The fact remains that the manner in which they incorrectly reported delivery of my purchase and their customer service are abysmal. They have permanently lost me as a customer.

Regards,

***************************
Initial Complaint
12/17/2021
Complaint Type:
Sales and Advertising Issues
Status:
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.
On December 13th 2021 I received an email from free people that stated I would receive a $100 e gift card if I spent $150 or more and selected express shipping at checkout. I did both of these things that same day. When I contacted free people about the issue they said I did not qualify for the promotion as it ended on the 10th. However, the email that was sent BY FREE PEOPLE on the 13th did not indicate an end date and was very obviously stating that the promotion was still occurring. I have attached a copy of the email below. I believe that this is very obviously false advertising.
Customer response
12/17/2021
Added the additional documents that I forgot to attatch
Business response
01/04/2022
Thank you for contacting us. We apologize that this information was not stated on the email initially. We see that you contacted us on Christmas Eve to place an order and we were happy to resolve the issue for you via phone. We sincerely apologize for any inconveniences. Thank you for shopping with us.
Initial Complaint
12/02/2021
Complaint Type:
Delivery Issues
Status:
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.
I have placed an order 3 times now for a jacket in champagne diamond each time rose is sent I have to send the jacket back at my expensive I dont even open the cellophane bag as it clearly says rose on it and you can see its pink though the bag at my expense, the other jacket I order was pine which was sent the right colour but was used worn and sewn up again I had to send this back at my expense I dont look what is happening Im that warehouse but you do not get the items you order or you get used items this was meant to be my Christmas gift for my daughter Im left with nothing and trying to get my money back right before the Christmas.
Business response
12/03/2021
I apologize that you aren't receiving the color you order. I looked over your account and found the following:
********** - refunded £188.00 on November 29th & refunded £188.00 on December 2nd
********** - not charged for this replacement order
********** - £150.40
Customer response
12/03/2021
[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:I have paid for every order that's arrived and haven't had any free replacements, what is beyond frustrating is the fact you cant send the right colour causing me to have to keep returning and having to contact customer service and then reordering I'm now wi try out 2 jackets I'm the 2 colours I place my first order for because you send me one that's damaged which was the green one which I also returned took pictures of the moment it arrived and then couldn't even reorder as was sold out I'm this colour and then keep sending me rose colour over and over and not champagne Diamond even after each time I was told the warehouse would make sure the order would be right before dispatching.

Regards,

***********************
Business response
12/06/2021
I apologize that you aren't receiving the color you order. I looked over your account and found the following:

********** - refunded £188.00 on November 29th & refunded £188.00 on December 2nd
********** - not charged for this replacement order
********** - £150.40Tell us why here...
Initial Complaint
11/26/2021
Complaint Type:
Product Issues
Status:
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.
WORST RETURN CUSTOMER SERVICE EVER, ALL THEY DO IS GIVE YOU A RUN A ROUND OF ANSWERS AND NO HELP WITH RETURNS I am a loyal free people customer who shops frequently and usually have a pleasant experience but not this time. I sent in multiple returns and got an an email that states "Weve completed your refund" but there has been no credit in my accounts and I also have reached out to the customer service team and have been told a refund was issued but it never showed up on my back statements here. I was trying to contact a manger but was never given information on how to proceed
Business response
12/01/2021
We have reached out to the customer in regards to her orders. Customer has been fully refunded as of November 30th.
Initial Complaint
11/22/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order ********** and never received it. I contacted Free People customer service four separate times about this order, and spoke with a supervisor, and they told me they weren't able to help with issuing a replacement or refund. At this point I just want my money back. I never received the items I ordered. This is a horrible business practice.
Customer response
11/22/2021
********
Business response
11/22/2021
Tracking details package was delivered November 9, 2021. A refund of $534.44 has been issued on November 22, 2021 as a courtesy for the order.
Customer response
11/23/2021
[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
11/21/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I have been shopping at Free People and its other branches for years now. It's one of my favorite stores and 80% of my wardrobe is from Free People. I am obsessed for lack of a better word. I recently joined the Free People UP membership. I was excited that I was able to get 15% off on every purchase. Visiting my mother in NJ, I went to the mall with her and was excited to find a Free People store at the mall.What happened there left me so embarrassed and saddened by how I was treated. I picked out so many cute items and I was excited to check out only to be treated horribly by the sales associate. As I was going to check out and show her my UP membership, she laughed and looked at me as if I had two heads and didn't know what an UP membership was. I was told to "go try another store." I was appalled by the lack of knowledge and needless to say the rude demeanor by the sales associate. I left crying because I was so embarrassed and I felt like I was treated like so poorly and being spoken down to like I was dumb or something. I have contacted customer service about this incident and did not receive any help or care regarding this horrible experience I had.
Business response
12/31/2021
Sent the customer a promotional code for next purchase and sent feedback regarding experience to relevant store team for improvements.
Customer response
12/31/2021
[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
11/21/2021
Complaint Type:
Product Issues
Status:
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.
I would love to be using the $100. Free People gift certificate that my sister-in-laws gave me last Christmas (2020), however when I returned an item using the certificate in March, my refund was sent to a closed email and went back to Free People. There, I'm assuming, someone at Free People's email computer passed it on to someone in Georgia!!?? and I was told, "so sorry, we can't do anything about it, it's been redeemed."It was not redeemed by me, nor anyone I know. Free People gave it to someone who redeemed it in a store, in another state, at 9:04 pm! I have been trying to recoup this gift certificate since March. First, I was told it went to *** ***, and when I checked, it was not so.Many times, I've been told they will email it to my new email address...which has never happened.What am I to do?So that $100. gift certificate from my sister-in-laws bought me nothing. Sad, but true. Be careful!
Business response
11/22/2021
We have located your gift card from the return. However, it shows that an in-store purchase was made on June 12th for $94.82. Currently, there is a balance of $5.18. This will email to your current email ********************.

Customer response
11/22/2021
[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:
I did not spend the gift card in Georgia, nor did anyone I know. I live in Florida, not Georgia. When Free People mailed me the gift card, by the time they did, my email was closed. The gift card went back to Free People and evidentially someone at Free People gave it to someone in Georgia,,,NOT ME! I am out a $100. gift card that I want to be refunded. It was a gift that I have nothing to show for but a huge runaround! I want my $100. gift card fully refunded, as Free People gave it to someone else who cashed it for nearly the whole amount at 9:05pm. Very suspicious!!!

Regards,

**** ****
Initial Complaint
11/12/2021
Complaint Type:
Product Issues
Status:
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.
I placed an order a year ago and returned some of the items. The return was not processed within 30 days of them receiving the items. I called customer service and tried to escalate. They said it should be processed soon, but I said their return policy said it would be processed within a certain amount of days once received. After spending hours on the phone on multiple calls I got no where. I had no option but to file a dispute with my credit card. I finally received a credit and FP didnt respond to my cc dispute. Just like many of the complaints, my account is now blocked. They didnt respond to my credit card dispute at all, and then I didnt get credited the correct account. This is so disappointing as I have spent thousands with their company, and because they could not process the return in the timeframe their POLICY says they will, I am now punished. It seems that if you open a dispute, they instantly block you. I would have never opened one if they had processed my return and credited me the right amount.
Business response
12/01/2021
It appears that there is currently a hold on this account due to a charge reversal done through your financial institution for order **********. An email has been sent via email to the customer on how to resolve this issue.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforFree People

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary