Free People Reviews 

I have had in excess of 12 orders with Free People. The products are great. I now have 4 orders places with express shipping, in over a week no updates.

Customer service is the worst I’ve ever come across, do not waste your time with this company, they will not help you even with the simplest of requests, I will never use them again because of this

Terrible company, made an order, received an email to say order dispatched the next day thought great. Waiting for delivery , 2 days later got an email to say one of the items had been cancelled as no stock. Bought both items to go together and now I will only receive half of it. Rubbish.

I’d love to chose 0 stars if I could.
The Free People offer a horrible experience overall.
Extremely rude customer service ,unreasonable and inefficient…I have been asked to contact DPD for a delivery left in the front of my building and obviously lost/stolen.
DPD then advised me to contact FP as they’re the one who should deal with this.
I am out of words…extremely disappointed and I’ll certainly not be ordering from them ever again.

Dont deserve 1 star
Im really not happy
Ive place a few orders with free people
And i needed to return 2 orders
I rang up at least 3 times and emailed and watsapp them to double check and on all occasions I was told its 100% going back on my original payment and gess what it wasn't
I got a e-card
This was escalated to the department to change the e card to back to payment method
I got a email back saying it was refunded back to my original payment and wow they didn't have the right return i was talking about evan though I gave them the order number
So ive just got another email this morning saying they need to look into it
So this is why I find myself on trustpilot
Customer service is rubbish

I ordered on 20 November 2025. On 8 December 2025 I raised a query through their chat and was told that the item was lost. I was cut off before I could requst my money back and when I re-started the chat, there was no customer service people available so they asked for my email and said that they would email me within 24 hours. I will see...

Will never have anything to do with this company again. Their customer service is appalling. They don’t care about the customer experience. They like to rip you off. It seems they haven’t refunded lots of people for jeans and clothes they have bought and worst of all they have no ethics in terms of thinking about the planet- big capitalists don’t buy from them.

Free People customer service used to be amazing, now it's terrible! I paid £10 for next day delivery and then discovered the item was being sent by the dreaded EVRI. Every day for 4 days I've received the email 'your parcel will be delivered by 7pm-9pm.' Anyone who has experienced Evri know this is the worst timeslot where nothing ever gets delivered. Reached out to FP and customer service replied saying they do not have direct contact with Evri and that I need to contact Evri myself. After a quick consult with ChatGPT - I discovered under the Consumer Act 2015, our contract is with FP, not Evri and they need to resolve the issue directly, so don't let them fob you off with them not being able to contact Evri. Not to preach about Amazon but I ordered something with same-day delivery (no cost) and that arrived him on time, perfectly fine, so it is possible!

THEIVES! I have been expecting a refund since August and have not received. Their customer service is pathetic, they are an utter scam of a company. I will advise everyone to never buy through them again. Disgusting company. I didn’t even receive the parcel

Paid £80 for a top in express delivery - never arrived kept flagging and they said 2 weeks later must have got lost
I think scam site - keep your money 2 weeks pay it back

The actual products are very nice and all look great but they don’t make you aware as you’re paying that your items will be coming from the US! My items took 2 weeks to arrive which if I had known I’d have shopped elsewhere. Very sneaky that they don’t make it clear your items will be shipped from the US and give you a 5-7day shipping time. Luckily I didn’t need it asap but just watch out

Please don’t order from Free People unless you’re absolutely certain you won’t return items and want a refund. Despite returning my items in July, I have only just got my refund through Paypal disputes. They settled in my favour, which isn’t surprising given how shocking Free People’s customer service is.

Would give less if possible. Essentially taking money from customers with no conscience! Never received delivery and sent picture proof that the photo provided was not of my door and was told they would not help at all. Will never order again and if I had seen these reviews I wouldn’t have ordered at all!! Honestly worst customer service I have ever experienced

If I could give zero stars I would. Made a high value order and it was sent it two deliveries. One from UK was marked as delivered by Evri but was not. Raised with Evri, they said contact Free People which I did. Sent a very in depth email with all the details and photo of delivery which did not have the packaging in it.
Had an email back from them almost accusing me of lying and said no refund or replacement will be given 'this time' and I need to contact the courier again.
If this was a small independent company they would have sent a replacement with no questions as they genuinely appreciate their customers.
Disgusting customer services. Have spent a lot of money over the years with Free People but def won't be anymore!

terrible customer service. after waiting for an unacceptable amount of time for delivery, my parcel was refused due to the incorrect name. no help available from dpd and no help from Free People. name and address are correct. Free People refused to help or communicate with the courier. Update: DPD have confirmed that free people have given me false information.

Terrible customer service. Rude. I’ve spent a lot of money on clothes with this company. A bag, which was a present from my husband, broke on the FIRST OUTING. Nothing to be done apparently. They just washed their hands of it because I couldn’t give them the order number.

Awful customer services.
Never listen to customer and stick to so called 'policies'
Sold me an expensive jacket that I've now discovered is faulty and they won't accept it back!
Item is not fit for use 😕

I am waiting on a response from the company as I have so much evidence… I am hoping they will help me easily. I have proof of postage (physical receipt), I have confirmation of both separate refunds from free people (two separate returns and proof they were made and I have the emails that were sent confirming my returns), I have proof that both items have been delivered through Royal Mail tracking, I also have email time stamps proving both returns were made at the same time (emails came through at the same time).

The only reason I am writing a review is because I have seen two other recent reviews with the same problem as me. I returned both items on the same day but in two separate packages with two separate barcodes and two separate tracking numbers. I received a partial refund on Monday for one of the items and not the other one. Customer service responded to my email saying they were unsuccessful in locating my package and then asked me for all my shipping details, my name, my payment details, order numbers and everything else.

I am still waiting for their response. As I say I’m happy to change my rating depending on my interactions with them going forward from today. However, I know that other people have also returned full orders and only received partial refunds.

Regardless of if this is intentional or not, this is an incredibly large company and if they are not able to staff correctly they should not be running. This many items should not be missed in the refunds and returns processing. Shocking.

Edit: My issue was sorted through a dispute but it was really stressful. Pay pal were confused and it took me ages to get pay pal to even understand what had happened. If I had sent the returns in one box, I am not sure I would have ever got it sorted. It was because I had two proof of postage and sent them separately.

Products didn’t feel well valued either. So expensive

Same issue with me! Would give zero if I could
Despite sending a return together (two boxes as also delivered by FP in two boxes) I cannot get an answer as to why I have only been partially refunded despite confirmation that it arrived at their warehouse - don’t order!!
I started to believe they deliver items in different boxes in purpose! as when returned they’ll still provide only one barcode! Ive been ordering since many years and this is a joke now! I need a contact from some manager asap!!!!!! FP24213476

Suprised by all the negative experiences with Free People. I live in Amsterdam and I've been ordering online for years, at first returning was a bit more difficult but you can now return in store as well. I always opt for express delivery and it usually arrives within 5 working days.