Free People Headquarters

Saw reviews regarding wrong/missing items when ordering online. Well, I had two different orders, Xmas presents and both arrived with missing items. How do you pack an order that shows two items ordered then pack one and send it??? Then its ridiculous what you have to go through to file a claim and a week later no response. Will never order from Free People again. If you are ordering something for a gift or you have to have it go somewhere else. One order was for pink shirt. I received green. Duh

I love Free People clothing but this review is regarding the Free People location in Houston Texas at the Town and Country location esp regarding key holder Kate. She denied my sisters return of items because they were extra discount sale. She cited that the app as well as the details of your order indicates items as final sale. WELL, it does not as I told her. Also, her store allowed me to return items that were sale on sale BUT DENIED MY SISTER ON A DIFFERENT DAY. So what is really going on and she just stood on her notion that the app listed final sale on those items. Which it did not. My sister was able to go to the Galleria location and return those items. The service at Town and Country is ridiculous! Anthropologie and UO does however indicate final sale items and they are clearly marked. This lady wouldn’t listen at all, she was only concerned with being right. ALSO WHEN I ASKED HER FOR THE PHONE NUMBER TO CORPORATE SHE STATED SHE DIDN’T KNOW IT. The associate even told my sister that their system wouldn’t even allow them to take the return and wouldn’t recognize the scan. So how is that for unfairness, when they were able to scan my sale on sale return.

I used to buy from this company at least once a week for YEARS. Over the summer, I kept receiving the wrong items and it finally resolved 4-8 weeks later. Goofy me, I continued to purchase from them. I placed orders on the 4th ($308) and on the 8th ($260), each order contained two items. I was charged at point of purchase for the entire amount, not “pending”, removed. I was then charged as each item shipped AGAIN. I sat on the phone on now 5 separate occasions for 1-2 hours and they never answered. I sent a “text” and a bot responded telling me that the double charge would be returned to me in 72 hours…the same amount of time they claim they will get back to you when receiving a wrong item. It is now the 14th and I’m on hold again as I type this for 47 minutes. This is unacceptable and as I see, they are doing the same crap to others. I don’t know if they replaced all of their rude customer “service” agents with defective bots or what, but I’m done. Revolve and Nordstrom carry a much higher caliber of brands without this BS.

I ordered, TWO butterflies, one of each color. FP sent me an XS lacy shirt. I alerted FP right away to get this straightened out before Christmas. FP didn't contact me for at least 3 days, maybe more. Anyway, I had to go through this ridiculous process for FP to get their item back and FP is only sending me one of the two butterflies that were on my original order. They agent said that possibly the other butterfly wasn't in stock. I looked it up. IT WAS IN STOCK and I told him that. I'm thoroughly disappointed as I needed both butterflies before Christmas! I told the agent to please send me the return label for FP's mistake and to cancel my order entirely. Supposedly, that couldn't be done because things were already in motion. In my opinion this was handled poorly. I understand humans make mistakes but someone couldn't get it right the second time around? How hard was it to send me the return label and then ship my original order (2 butterflies) to me? I order a lot of clothing from FP. They could have done better. FP should have overnighted both butterflies to me for their mistake.

horrible customer service I placed an order and I had issues with an order and got a reshipment its been taking forever with the return and processing so I asked to change the shipping address because I am in the process of moving. They would not let me do so at all and was very rude about it. I also asked about canceling the order and placing a new one and wanted a price adjustment so I could get my items faster and at the same price and they said they do not do price adjustments at all when it was their own sale on the website. customer service was awful and rude and did not listen to anything I said. I talked to 4 people over the course of 3 days and every one has been very rude.

Terrible company! I bought an outfit in NYC, the store left the security tag on it and it was covered in dirt! I then drove over an hour to exchange it and the store didn’t have my size. I returned it and the store sent me just the skirt. I then had to call the online number and they sent the wrong size outfit covered in dirt yet again! Then they didn’t have my size!! I 4 calls to the store and 5 calls online! They offered me 15% off and now I have to mail back the outfit and I’m empty handed!! To say I’m VERY disappointed would be a giant understatement. I’ve never had such a horrible shopping experience in store and online!!!!!

I made an order online a couple weeks ago, and 2/3 things I received were incorrect. One item was the wrong color and the other item was entirely wrong and $10 less than what I ordered. When talking to customer service, the options they gave me were in order to receive the correct items or get a refund, I’d have to return the wrong things they sent me. They offered a 15% partial discount on the item that was the wrong color, which is honestly pathetic. I’d understand if these were the items I ordered and ended up just not liking them, but they straight up sent me the wrong things. Telling me to go out of my way to ship these items back in order to get a refund or exchange for the correct items is absurd and horrible customer service, adding an inconvenience on top of another. This was YOUR mistake, Free People. Do better. THE worst customer service I’ve experienced in recent memory. I would not recommend shopping with them, particularly on their website. UPDATE: I reached out to corporate, they are refunding me for the items they got wrong, and I don’t have to go out of my way to send the items back. I appreciate them for fixing the issue

They sent wrong items, asks us to return, we ordered again and they send duplicate order and duplicate the charges on the card. The customer service was not helping either