ComplaintsforFree People
Clothing
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Complaint Details
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Initial Complaint
09/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have been a loyal customer of Free People for well over a decade. Free people has put a restriction on my account and will no longer ship to me. On 9/29/21 I attempted to place an order only to have it canceled yet again. On Nov 16, 2016, I received the attached email stating that my order was lost by the carrier! I live on the ground floor of a very busy street in Brooklyn, NYC. There was another time a carrier supposedly left the pkg despite there being no way to secure it at the time. Now, there is someone home due to covid. The items can be shipped to my office as well. I should not be penalized for others' mistakes.Business response
10/08/2021
This request was sent to the respective store for them to reach out to her to resolve.Initial Complaint
09/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
09/21/21 : order for retail clothing that totaled $2206.45 was placed. Selected shipping address to be same as billing address. Confirmations of order received.09/22/21: received 3 emails that separate orders have shipped. Incorrect address noted on emails. Shipping address was a prior residence ( Denver, CO). Contacted Free People customer service (FPCS). FPCS reported inability to change any information on order, including on packages that had not yet processed or shipped. I was told to contact *** to change address. Upon contacting *** customer service specialist informed me that to intercept package, they need permission from Free People . On a 3 way call, the following occurred: FPCAS would not give *** permission for an address change as there is a $24.99 fee for package intercept. The FPCS Rep. stated "it would come from her paycheck" if she gave permission for intercept. Was not permitted an opportunity to speak to a supervisor. Now have to dispute charge with bankBusiness response
10/16/2021
A full refund has been issued for order ********** as a one time courtesy. Allow 1-3 business days for this to reflect on the original method of payment. Please note, going forward retrieval of parcels shipped to the incorrect address will be the responsibility of the customer. According to our Financial Team, an open dispute through the customer's credit card company has been opened. It is important that this be closed to prevent cancellation of future purchases with Free People.Initial Complaint
09/14/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I attempted to place an order on FREE PEOPLE website 9/13/21. The site told me the transaction was declined by my bank. I did not receive an order number, just a text that said it did not go through, nothing more. I deleted the text because I assumed I wouldn't be charged. Well, I was. The full amount was deducted from my account and is pending. I contacted my bank. They informed me that the transaction processed, no problem on thier end. I contacted free people customer service and was told that they have no record of me attempting to place any order on this date. So basically I'm out 156.61, at least until free people decides to locate this transaction and reverse it, if they even can or wait at least 30 days till I can jump through all the hoops of disputing it with my bank. I'm basically paying for a technical glitch on thier end. This experience has turned me off of online purchasing all together and I certainly will NOT be purchasing from FREE PEOPLE online or in store again.Business response
09/14/2021
Thank you for contacting us. We do apologize that your order was not successfully processed. Information has been sent to your bank to have the charge on your account reversed. Please allow 5 business days for this request to be processed & we sincerely apologize for any inconveniences that this may have caused. Thank you for shopping with us.Customer response
09/15/2021
[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
09/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Regarding order **********. received a dress that was obviously worn and even had a feces stain inside. This is a health hazard. When I was about to try the dress on and noticed the stains I was so grossed out I almost started to cry. I have a severely compromised immune system and I still can't get it out of my mind that I actually touched this dress. I spoke to the customer service immediately and they were very nice. They credited me for the dress and told me to dispose it as it is a health hazard. I would've never brought this back to a store or shipped it back thinking it'll get put back into the rotation. The reason I am making this complaint is because this is THE most disgusting experience I have ever had in shopping and I want to know how this could have happened and how they intend to make sure it never happens again. I just want an explanation, assurance, and recognition for the lost time and energy this has caused me and how much is has affected me.Business response
09/13/2021
Thank you for letting us know! What a horrible experience this must have been for you. At Free People we take pride in ensuring our customers satisfaction. Unfortunately, we did not meet your or our own expectations We deeply value your relationship with Free People and are committed to providing you with the highest level of service simply because our customers deserve the very best. I will be following up with the warehouse to ensure this doesn't happen again. I am enclosing a 30% promo code that you can use on a future order. Code: *************. Please except our apologies for the terrible experience that you received.Customer response
09/13/2021
[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 appreciate knowing that this will get to the right place and that returns will hopefully be checked more thoroughly moving forward
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
09/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered from Free People on August 22nd. When it finally shipped and was out for delivery it kept saying "delivery attempted" although there was never any attempts to deliver my package. The package ended up getting returned back to Free People which is fine, I just want my money back and i've been contacting their customer service and still no response about a refund. It seems like you have to file a complaint with BBB to get any answers out of this company. The package was returned back to Free People on August 31st. The tracking status also mentioned that the package was broken or destroyed, which has nothing to do with me because I never even got it. It is now September 10th, how long does it take to give me back my money?Business response
09/13/2021
The refund has been processed. Please allow 1-3 business days for the refund to post to your account.Customer response
09/13/2021
[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
09/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased clothes from Free People on August 28, 2021. First package totaling $427.99 was shipped via ****** and schedule to arrive Sept 1. It was marked delivered, but no package was there at all. I contacted Free People and was told to wait 2 days to see if it would show up. Nothing showed up, so I contacted again. I was told yet again to wait another 24-48 business hours for the lost package. I never received a response, so I contacted again. I was told they wouldn't do anything and to file a police report. Customer service is utterly useless and takes no responsibility. I have order many times and packages were shipped via *** with no issue at all. I don't know why they would ever do business with *******, which has a history of stealing packages. I already received the other two packages from the same order via ***.Business response
09/08/2021
We are sorry to hear that you did not receive your full order. A full refund has been issued for the missing items from order ********** as of today; September 8th, 2021.Initial Complaint
09/01/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
First, An item is listed on their website as a preorder for shipping by 9/8/21 No problem, so I purchased this with my birthday gift card. Received an email later with estimated shipping of 10/12/21 , in which That is way to long to wait. I called and had the WORST customer service ever. Talking over me, etc, then, she put the money back onto the gift card that I threw away 1 week ago, I called back immedietly when I realized where the money was going, (under 8 hours later) hoping to STOP the transaction and give me store credit as the card is gone. She said there's NOTHING WE CAN DO and Told me to call ****** Are you kidding??The whole reason I cancelled the order was because of the misrepresentation of shipping time. Bad business, and terrible terrible customer assistanceBusiness response
09/02/2021
We are very sorry that you had a bad experience when you called. We have looked over your order and will coach the agent. When placing an order with a **** gift card we process it as a credit card. If you contact **** with your information they should be able to assist you. We do not keep credit card numbers or any information regarding a credit card on file.Business response
09/09/2021
We reached out to the customer to discuss the overall experience and the obstacles that she is facing with the gift card issuer. We will be sending the customer a Free People gift card in the amount of the purchase.Customer response
09/10/2021
[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
08/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On August 11 I ordered two items from Free People online. The order number is **********. The items shipped via ******. Due to bad delivery from this company I have requested that my orders not ship via ******. On August 23 I received a text that my items had been delivered. They had not. I contacted Free People via chat and was told that sometimes a delivery company will say it was delivered when it was pending. THis was news to me. I called Free People again and was told that I needed to contact ******. They did issue a refund and offer me 20% off of a full price item. The order included a no longer available on sale item that I wanted. I re-ordered the other item and asked that it not be sent via ******. It HAS been sent by ******. I do not think that Free People cares about their customers. If so they would be the ones following through with the delivery company with whom they contract. I want Free People to follow through on this.Business response
08/30/2021
This feedback has been escalated to our management team. Unfortunately customer service cannot request that a package not be shipped via a certain carrier.Business response
08/31/2021
After further investigation with the courier, unfortunately the tracking does have listed that it was updated with the incorrect delivery status. We apologize this has occurred and have refunded the original order on 8/24/21. We have also shared the feedback and experience with the appropriate team to improve our service moving forward.Customer response
08/31/2021
[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
08/24/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
ON July 6th, I ordered a purse from Free People. About 10 days later, the purse arrived without a strap. I communicated with customer service and asked them to send the strap. They required me to send the whole purse back. I did so within 2 days. Once it was sent back, I received notice that it was now backordered. I waited 7 weeks to get the new purse. It arrived yesterday. The purse they sent was a used purse and there still isn't a strap. I had to contact customer service several times to get a reply. Once they replied, the told me to return the purse again and then they can issue a refund. The entire process was poor service.Business response
09/01/2021
******,
My apologies for the delay in our response. We are still trying to work with our warehouse locations to determine the quality issue for the ****** Leather Tote. Please continue to be patience as we work effortlessly with all our locations to get this issue resolved. Thank you in advance for your understanding.
Sincerely,
Free people Management team.
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Customer Complaints Summary
324 total complaints in the last 3 years.
147 complaints closed in the last 12 months.