ComplaintsforFree People

• Initial Complaint

  08/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Respectfully, I have returned my items to Free People and it was received by their warehouse on 7 August 2023 at 11:48 A.M. complete with signature “URBAN” (which I assume is because they are in the Urban Outfitters Group). The *** Tracking Number is ******************. It has been more than 15 days since I’ve returned my package and it was even acknowledged as delivered and duly received according to several agents, but I still have not been issued my refund. To this day, I’m only being given the runaround, which I’ve noticed is quite rampant with the complaints here. I can’t quite understand why this company is being allowed to shirk responsibility. I’ve already returned the items, I don’t get why the customer has to suffer the brunt of this matter when it’s their warehouse which is sorely lacking. I would politely like to request the following pieces of evidence to be strongly considered:? 1. Free People Website Tracking Link which shows return was received on Aug 7 and matches *** Tracking Number ****************** — ************************************************************************************************************************************* 2. *** Tracking Link for Tracking Number ****************** which shows that return was made on 7 August 2023 at 11:48 A.M. with Signature “URBAN” — **************************************************************************************************** 3. *** Delivery Notification PDF File which confirms Evidence Item #2 — ATTACHED AS FILE 4. *** Drop-Off receipt which indicates that items have been dropped off with *** — ATTACHED AS FILE 5. Chat with Agent “******* *” and Email with "********" confirming that return was received — ATTACHED SCREENSHOTS I have provided sufficient evidence. I hope that this can be promptly addressed and that my refund would be issued already. It is atrocious having to wait several weeks when return has been confirmed as delivered and duly received.

  Customer response

  08/27/2023

  Updated name as required by BBB

  Customer response

  08/28/2023

  Updated name AGAIN

  Customer response

  08/28/2023

  ADDITIONAL INFO: NAME IS ***********************.  I HAVE ALREADY UPDATED THIS BEFORE.

  Business response

  09/06/2023

  This refund was processed today 9/6 and will post within 1-3 business days.

  Customer response

  09/12/2023

  I did not receive a refund confirmation email despite the company saying it was refunded. Can the company please forward it ASAP so that I have sufficient record? Thank you. 

  Business response

  09/20/2023

  An order invoice has been sent that will show the refund

  Customer response

  09/20/2023

  Thank you. Satisfied with the resolution although the refund took longer than necessary and I had to fight tooth and nail for it. 
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/13/2023 08//20/2023 I placed an order 8:/13/20/23 in the amount of $2131.48. When I received it I could not believe the absolute horrible chemical smell that the clothes smelt like. It was so strong it made me sick I returned the entire order and on 08/20/23 I reordered majority of the items and when I received it the smell was the exact same. A very very strong chemical smell Its very disheartening that I spend thousands of dollars at this company and the lack of quality control is ridiculous. Why do your clothes smell like they have been soaked in chemicals and dried? Its so strong it will make your stomach churn This needs to be addressed. Reading reviews online I know Im not the only one that is dealing with this. Free peoples clothes are costly and this is just plain lazy and careless Its unfair to me and every single other loyal customer who shops from you weekly I wish there was a way to upload smell to this document so everyone could smell it.

  Business response

  09/06/2023

  Hi, thank you for contacting us. We sincerely apologize that you received defective items. Your feedback has been submitted & we hope to look further into this & resolve accordingly. A full refund was issued on August 30th so please allow 1 to 3 business days for this to appear on your banking statement. We sincerely apologize for any inconveniences. Thank you for shopping with us. 

  Customer response

  09/07/2023

  [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:
  a full refund was not completed and that's false information   
  Please check again 
  The order number is **********

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

  Business response

  09/12/2023

  The customer started a return for only 6 items listed on this order on August 23rd. Of which the customer was fully refunded for. We have sent the customer an invoice. If the customer wishes to receive a refund for the remainder of the items, they are welcome to visit their customer portal to initiate a return or contact us to initiate one on their behalf for them to be refunded upon receipt at our warehouse within 14 business days. BBB, we will not be taking any further action on this order as it is considered resolve. Please have the customer contact our customer service at ************** directly. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refunds on both orders were pending in my checking account and never went through. Customer service at Free People still insists both refunds were issued and they were not. The transactions that were pending disappeared from my account.

  Business response

  08/23/2023

  We have confirmed that the refunds in question went through successfully on our end. We ask that you please allow 3-5 business days for the credits to post back to the account. We have emailed the customer with the reference numbers for each credit. These reference numbers can be provided to the financial institution to locate each refund. Our apologies for the concern.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Both Free People & Anthropologie (same company) put restrictions on my account. I have yet to receive an adequate explanation for why they would do this, despite making several attempts to figure it out with their customer service department. The last order I placed, I called it in so I could request a different carrier than ******. I was told by their customer service that this was an option. This ended up being a complete run around & entirely incorrect.A few orders prior to this, they shipped with ******. ******, in my area, leaves our packages on the public sidewalk, outside of our business hours. I had a package stolen off the street because of this. Anthropologie had to credit me back $500+. I went to great lengths to keep this from happening again, including contacting Anthropologie/Free People on yet another order, when I realized my order was shipped via ****** (despite requesting a different carrier on this order also) I asked them to recall this order since it had not been delivered yet. This was to avoid another theft and another claim.Honestly I am so disgusted with how this company handles its business these days.

  Business response

  08/29/2023

  Hello,

  After a review of your account we see that the hold was created due to several claims of non-receipt of merchandise. This caused us to believe that the missing packages were not a delivery issue but rather a stolen package issue.  
  
  If we were to remove the hold it would be with the understanding that you will no longer make these types of claims. We are unable to require signature for deliveries. If your shipping address isn't secure you would either need to ship your items to a ***/PO Box or ship the items to an address where someone is regularly home to receive packages. 
  
   Does this sound like something that may work for you? If so, please confirm so that we may remove the hold from your account. 

  Thank you,

  FreePeople

  Customer response

  08/29/2023

  [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:

  #1:  there were not several.  There was one.  The second order was rerouted back to you, in order to avoid a second stolen package.
  

  #2:  it is your responsibility to use a delivery company that does not leave packages on a public downtown sidewalk.  We NEVER have these problems with ********************* ****** is leaving the packages unsecured.  This problem has nothing to do with us or our location.  It is laziness on the part of the driver.  If you are delivering in a business district then you deliver when the businesses are OPEN.
  

  #3:  no thank you-I am not interested.  I will do no further ordering with your company.  The review stands.
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 5/09/23 I placed an order (order #*********) and returned leg warmers. I have returned many FreePeople items in the past and since then, using their barcode for the post office. Somehow my return has been lost and the company expects me to have a tracking number, when I use the code they provide me. Where Im frustrated is after emailing customer service and being denied a refund for the item being untraced, their recommendation was for me to contact my back to have immediate reimbursement. I do not see how this is any different from being given a refund, and also how it is a solution, when I dont think I could tell my card company to just refund the price of the one item from the whole order.

  Business response

  08/16/2023

  A refund has been issued for the legwarmers. Please allow 1 to 3 business days for the refund to reflect in your account. 

  Customer response

  08/17/2023

  [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

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am only using the BBB as a last resort. I have been trying to resolve this issue for months now. I returned an order that was processed by free people on May 9. I will include photos below of a screenshots verifying that free people did indeed receive the items I returned. I was not refunded the proper amount so I contacted free people. I was told by multiple people through chat and the phone that the order had not been processed and that was why I was not refunded the proper amount. On one occasion, I waited over 12 hours via chat to get any sort of response. I said I had an email stating it had been processed and refunded. I was never refunded. As a last resort, I reached out to my bank who said they would deal with the issue. The next day I placed an order with free people and it was immediately canceled because there is a restriction on my account now because of the dispute with my bank. I never got an email or any sort of communication from FP about the restriction. I chatted with customer service, explained the situation, and was once again assured by FP that I would be fully refunded. I then closed the dispute with my bank and provided a screen shot of the closed dispute to customer service. I have been trying to get through to someone who deals with account restrictions since and I cant. Everyone I talk to says they are not even provided a phone number themselves to reach that team. I dont know what to do. My account has a restriction that shouldnt be there and I still havent been refunded even though the dispute is closed with my banks. Total refund should have been $1109.85. My bank shows refunds of $355.58 and $77.91. I went ahead and took the loss for things I RETURNED! Closed the dispute with my bank and my account is still restricted. I Spoke with a customer service agent that even admitted to me their returns department is a mess and they are having issues keeping up. I just cant believe I paid money back via my bank to get my account back.

  Business response

  08/15/2023

  After review of the account, we have confirmed there is still an open dispute in regards to this order (******* $260.41). Unfortunately, the hold cannot be resolved until all disputes have been closed. 

  Customer response

  08/15/2023

  [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:
  As referenced in the many screen shots that I provided, I DID in fact return every item. Regardless of if there is an open dispute still (which I was unaware of and was under the impression via **** that the disputes had been closed), the fact still stands that the merchandise WAS received by FP. Once again, this is verified in the photos that I submitted. You received all of the items, why should I pay you for items that were returned? It’s the epitome of dishonesty. I never should have had to open a dispute with my bank because you should have refunded me the total amount for all of the items received. The email says, and I quote, “we’ve received your return. The items listed below have been refunded…” then every item is listed as returned with a return amount of $1109.45 total. I was NOT refunded this amount. This is completely unethical for you to expect me to pay you for items that I returned. As mentioned before, I spoke to customer service multiple times who mentioned this is happening to many people because the warehouse is a mess. Yet again, I’ll repeat myself, even if there is a dispute open with the bank, that does not matter. You owe me that money back. My account should be reinstated because this is dishonest to suspend an account for a return you DID receive, as was verified by email as well as multiple customer service agents. I will also include the text message of conversations with representatives that state this. 
  

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

  Business response

  08/17/2023

  Once all disputes are closed a refund will follow, along with the account being reinstated. 

  Customer response

  08/18/2023

  [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:
  Are you not seeing what I am seeing with the attached photos? You received the items. You didn't refund me for the items you received so I opened a dispute. My bank had to pay me back because you wont pay me for items you received. Why would I close the dispute? Do you truly not see how you are at fault here?
  
  Regards,
  
  *************************
  

  Business response

  08/23/2023

  At this time with the open dispute, we have escalated the concern to our dispute team who specializes in resolving these cases.  Unfortunately we will not be able to move forward with removing any holds on the account until this is resolved.  The customer should expect to hear from our specialist in the next 1 - 2 business days.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an order for clothing/merchandise and was advised that the order would arrive by Tuesday, Aug 9, 2023 at checkout. I called customer services on August 6, 2023 (5 minute call at 9:40 a.m EST) to obtain the status of the order and encountered the rudest customer service agent with Free People. When I asked her to escalate to her manager and asked her for her name, there was a long pause; she returned and said, "I'm going to place you on a brief hold" then she transferred me to ********** who stated that she was a supervisor and that she did not know who transferred my call to her and she was able to see notes in the order history to see who answered the call. Free People prices are well above market prices for jean and other apparel. The expectations is that FP should hire highly skilled customer centric professionals to engage with its customers. After all its not *******! Not thre is anything wrong with Walmart. But you pay for what you get. If I'm paying $300 for jeans, I expect over and above service! This is unexceptable FP.

  Business response

  08/23/2023

  This order has been confirmed shipped and delivered. Customer was not charged any shipping fees on the order.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on July 16th 2023. At time of placing the order it said the items should arrive by July 21 2023. I received an email saying that the order shipped on July 18th. I started tracking through the provided tracking number and the information continued to say that the carrier had not received the package yet. I started reaching out to Free People the week of July 24 to figure out where it was. FP will not help find the package and keeps saying check back later. As of today, the tracking info still says awaiting carrier pick up. Shipping company is LaserShip and tracking number is *************** 

  Business response

  08/04/2023

  We are sorry to hear that you did not receive your merchandise. Due to no updates in tracking, your package has been presumed lost. A refund of $222.51 was issued on August 2, 2023 to the original form of payment. Most credits post within 1-3 business days. We apologize for any inconvenience this has caused. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/29/23 I initiated a return for an order placed on 5/16/23. I have since spent an inordinate amount of time pursuing reimbursement for $903.27 for 11 items I returned to Free People (FP). On 6/7/23 i received a return notification from FP confirming receipt of the 11 items, and the total return value of $957.27 would be credited to my original form of payment within the next 1-3 business days. It has been over 45 days and I have still not been refunded. These items have likely been put back into circulation for other customers, while Free People has not repaid the return value to my original form of payment and now claims they didnt receive. Below is a timeline for this purchase order and return. 05/16/2023 Order Date Order #: *********** 05/29/2023 Return Created (FP Return Label - Order #: ***********  06/01/2023 Return Package delivered to Gap, **. (Tracking Number: *****************************************)06/07/2023 Return Notification email received from FP Order Summary Subtotal: $903.50 Shipping: $0.00 Tax: $53.77 Total: $957.27 06/07/2023 $53.29 returned to **** Ending in **** $53.29 represents a fragment of the total refund amount I should have received credited to the original form of payment. Im unsure what this payment means as it does not reflect the value of any items returned in the order. I contacted customer service on multiple occasions regarding the status of my refund. On 3 instances, customer service representatives assured me that I would receive the refund within 1-3 business days. Three business days lapsed in all instances, and FP offered zero follow-up or restitution.On 7/18/23 I received an email from a FP customer service representative stating the warehouse cant find my return items and therefore cannot process the refund and theres nothing else they can do about it. This is unacceptable! A company of this caliber must be more accountable to their customers.

  Business response

  07/24/2023

  We are unable to issue a refund as our warehouse confirmed that the items were not included in the returned package. You may wish to dispute the charges with your bank. We apologize for any inconvenience. 

  Customer response

  08/02/2023

  [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:

  I reject this response. I have filed a dispute with my credit card company, and we have NOT received a response from Free People. 
  As previously provided, I have included the return confirmation sent by the warehouse, which accounts for all items included in the return package. Additionally, I have included the return label supplied by free people and the receipt after dropping off the return package at USPS verifying weight and tracking information. 
  
  Furthermore, in addition to agreeing to dispute the charges, I urge Free People to consider what additional measures they will take to address their apparent shortcomings in this case. I have wasted valuable time, energy, and resources trying to correct the mistake made by Free Peoples warehouse for misplacing or losing items returned and previously accounted for. The handling of this matter by Free People up until this point has been unacceptable, and I look forward to hearing how Free People will repair the experience for this loyal customer. 
  
  Regards,
  
  *********************

  Business response

  08/06/2023

  Unfortunately, we are unable to issue a refund for items that have not been received and invoiced by our warehouse.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  7-11-23 is date of transaction. I was supposed to receive it on the 13th. When I contact them they said it was delivered and I never received it. I am out of a $100.00 and no item. They refuse to send out another item until they try and find the lost item. This item was a gift and they refuse to help me any further.

  Business response

  07/24/2023

  We are sorry to hear that you did not receive your order delivered on July 13, 2023. A lost package claim was filed and a refund of $98.00 was issued on July 19, 2023 to Afterpay. Most credits post within 1-3 business days. We are unable to reship lost packages but you are welcome to place a new order. We apologize for the inconvenience. 

*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. ↩