We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Clothing

Free People

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Reviews

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

Find a Location

Free People has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.07

    Average of 44 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Natalia Z

      Date: 05/02/2025

      This ended up to be the most disappointing shopping experience with both Free People and Anthropologie. I returned a jumpsuit to the free people store in ******** and the girls there apparently created a return for the wrong. So when the warehouse did not receive the correct item, they are now claiming that I owe them money. The store took the item from me anfmd I have no recourse. I have contacted free people several times over the last three weeks via email with no resolution. They keep telling me that they will get back to me within 24 to 72 hours and no one does for weeks. Meanwhile, both free people annd anthropologie are not allowing me to place any online orders and are cancelling them, even though they can see that my payment is good. . Apparently they dont want my business.. I strongly urge everyone to be careful. Their process and their employees are unprofessional and scammy.

    • Sierra F

      Date: 05/01/2025

      Still waiting for my refund 5 months after I sent half my order back. This company stole hundreds of dollars from me. I'm disabled. They still have not refunded my money. Imagine how much they've stolen from customers so far. All of their reviews online are TERRIBLE. Wish I had looked before using them. Never again.

    • NELLY F

      Date: 04/05/2025

      Title: Extremely Disappointed with Free People **************** Review:Ive been a loyal customer of ********************** for years, both online and in-store, and Ive never had such a frustrating experience. I recently placed an order using a gift card (issued from a previous incomplete order) and paid the remaining balance with my debit card.The order was canceled with a vague request for additional information. I promptly provided all documentation requested including screenshots and banking confirmation yet the order was canceled again with no explanation or follow-up. I reached out multiple times and was met with silence or generic responses.This level of customer service is completely unacceptable for a brand of this reputation. I expect transparency and respect not to be ignored after providing everything they asked ****** make matters worse, Ive yet to receive a full refund, including the gift card balance and the amount charged to my card. I feel dismissed and disrespected as a customer.If ********************** doesnt resolve this promptly, I wont be doing business with them again and I will continue to escalate this complaint.***** ******-****** [Order Number FP22409099

    • Peter H

      Date: 02/06/2025

      The few experiences I have had with Free People have been deeply disappointing and abusive to the customer. Their shipper is terrible and force the customer to contact them and wait in queue to resolve delivery problems. If you dont do it within a couple of days, the shipper returns ***** latest experience was an exchange. They received my return and advised that it may be 2 weeks until they ship a replacement (that was in stick). This is too late for the occasion to give this gift. Their customer service will not cancel the exchange and refund my money. Essentially they feel they can sit on my money and not deliver the product. Thats akin to theft.

    • Shelley K

      Date: 01/27/2025

      Worst customer service on the planet I ordered a pair of pants online in size 10 to be sent to ******. They finally arrived, shipped from some store in *******, and were about four sizes too small. Also, the day after I ordered them, they went on sale for a quarter of the price. If they had fit, I would have kept them, but they werent even close, which is why no doubt they went on sale. I looked up on the ** website how and where to return these. I have to send them via a carrier of my choice with tracking to an address in ***********. The post office told me that the address doesnt exist. I chatted to a bot that gave me a return address in ***, **, which according to the website is for US returns only. I then chatted with an agent in ***** who didnt know where they should go, but said they had to be returned using **** I tried calling, but no answer and no call back. Without a doubt this is the last time I purchase anything from Free People. The worst customer service on the planet. ***, I had to pay for the return myself which with tracking cost $23. I used the nonexistent *********** address and well see what happens. At $173 CAD, I will not let this go if Im not refunded. So very annoyed!!

    • Christy D

      Date: 12/24/2024

      This company advertised that if you purchased online before 9am EST on the 23rd and paid $10 for upgraded shipping that your order was guaranteed to arrive on the 24th. I received order confirmation. I took screen shots of my order on their site. So now its the 24th and even though I signed up for text and email updates on my order, I heard NOTHING from them. I contacted them and it hadnt shipped. They then try to tell you that they are sorry for the delay. I ended up cancelling TWO ORDERS!!! Im now going to have to run around on Christmas Eve because of their FRAUDULENT AND FALSE ADVERTISING. They just want your money but they have no consideration for their customers and they had NO INTENTION of delivering on time!!! This is NOT the first time *** had issues with this company. I plan on reporting them to the *** FOR FRAUD. BAIT & SWITCH FALSE ADVERTISING. Also, they OFFER KLARNA as a payment method but Ive now noticed that if its a KLARNA purchase, they never treat it like a normal purchase but there is nothing on their site to say that by using Klarna for installments that they will not process your order in a timely manner even after sending an order confirmation! This company has caused me a tremendous amount of stress on Christmas Eve and basically ruined my holiday because I should be cooking now not running around to replace the items they FRAUDULENTLY CLAIMED would be delivered today and they never even shipped them or notified me! ****** says the purchase was processed when I placed it and was good on their end so this is just FREE PEOPLE FRAUD & FALSE ADVERTISING!! I dont recommend this company unless you are a fan of horrible customer service!!!!

    • Negin M

      Date: 12/05/2024

      It hurts my heart to give Free People 1 stars as I spend most of my money shopping at Free People/Anthro/**************** and at the same time I wish I could give them zero stars for my recent experiences shopping online. I recently placed an order during Cyber Monday shopping and noticed a day later that my order had been cancelled. The only reason I even noticed it is because I checked the status of my order not because I was given notification by ** via email. I reached out today over chat to inquire about it and was told that they are unable to accept orders from my account at this time. When I asked why they said someone would reach out in 72 hours. The only reason I can think of is that back in September I placed another order and only 1 out of the 4 items that I ordered were actually delivered. The rest were being shipped via laser ship and never made it to the shipping carrier. Well I happened to need those items for a trip that I was going on, so I reached out to customer service and requested a reship.. and they said my request would be processed in 72 hours. 24 hours later those items were sold out, so I reached out again and asked for a refund so I could use the money to shop somewhere in person instead. After several attempts at reaching customer service and being told I would need to wait 72 hours each timeI finally called my bank to file a claim against Free People so that they could help me resolve the matter. And now I am essentially in Free People jail and unable to order anything online due to a mistake they made on their side? A simple ****** search shows that this is a common issue for several customers. Sounds to me like ********************** should consider renaming their brand Caged People as that seems to better fit their brand identity and customer services practices. Rather than taking accountability, resolving matters and fixing their customer service practices, FP would rather ban people and not deal with it. What a shame.

    • Christina C

      Date: 12/01/2024

      This was the absolute worst customer service experience Ive ever had. I wish I could give them zero stars. I placed an order with Free People on Sept 1, and it arrived on Sept 9. One item in the shipment was not what I ordered. I immediately contacted their customer service, sent photos of the incorrect item as requested, and asked for a return label for both the incorrect item and other items I wanted to return. Instead, they sent me a generic link to initiate a return, which didnt address the ******** took multiple contacts with their customer service team before I finally received a coherent response. They promised to send a return shipping label within 72 business hours, but it never arrived. After more than two weeks and repeated follow-ups, I finally received the label and returned the items immediately.When I got the return confirmation, it didnt include the incorrectly sent item. On Sept 26, I contacted them about this but got no response. I followed up on Oct 1 and was told they were still processing returns from September 11despite their policy stating returns are processed within 1.5 weeks. After further follow-ups, they finally processed the refund, but this took several weeks.Then, on Nov 20, I received an email claiming, Per your recent conversation with customer service, we have placed a charge on the credit card you designated. I hadnt spoken to anyone or authorized any charges. They charged me again for the item I never received. Despite contacting them half a dozen times since, Ive only received unhelpful, repetitive responses asking for tracking information they already haveproving they received the return since they refunded the other items from the order that were in the same *********, after another email from them saying they don't have the item I sent back (I can assure you they do!) I had to dispute the charge with my credit card company. This entire experience was a nightmare, and Ill never shop with Free People again.

    • Shanna S

      Date: 11/06/2024

      By far the worst ****************** service I have ever experienced!! If I could give zero stars, I would. I've been a customer of theirs since 2016 and have well over $100k worth of their clothing which is only due to how much i love the stuff they carry or i would've bounced long ago. My entire wardrobe has been switched to both ********************* pieces. Their quality control is complete garbage. I have received obviously used items, incorrect colors, incorrect sizes, and wrong items completely. There have been numerous orders missing items from it and when i call i get told that it was put in the box and they won't do anything about it (basically calling me a liar) I have even received other people's orders on multiple occasions, including orders from Urban outfitters and Anthro! To say the quality control is garbage, is an understatement. The same goes for their customer service. Whenever there is an issue, with reaching out both email & chat, I'm told to wait 72 hours for an email response and most times, that does not happen, and the problem still isn't resolved.... Most recently, I returned 3 different items from 3 different orders to a storefront. The charge never refunded my credit card. Mind you I have receipts from all 3 returns. **************** admitted the returns should have been refunded. Rather than fixing on their end, send me an invoice to forward to my credit card company to file a dispute with them (annoying but okay, whatever). The part that really infuriates me, hence this review, is that yesterday AMEX fixed the charges and now magically today my account with FP has been restricted and my last order was cancelled, and I'm banned from online purchases?! And surprise the cust service won't give me a reason and it's once again in a 72-hour review process. To say the least, I will never buy from this company again AND I will be pulling everything out of my closet that still has tags and returning out of sheer principle. DO NOT BUY FROM THEM!

    • Karen W

      Date: 11/01/2024

      I purchased product from this company and they shipped me a completely sealed flat plastic bag envelope! As thin as a piece of paper and weighing about the same. This was obviously NOT done on accident. This was done intentionally and with the obvious purpose of theft and demeanor and is fraudulent. It is a clear message that they will cheat and steal from you and laugh about it. This company does not belong being in business doing this to consumers who spend their effort and money on a product and deserve an honest and respectful business transaction. They have no integrity at all whatsoever. They call themselves Free People and it should be Free Money that they get from scamming the retail consumer community. See the attached 2 photos. The address this trick scam came from is Free People Direct ***** ***** ****** ****** **** ** *****

    Free People is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited 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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.