Complaints

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

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  Free People

  5000 S Broad St Philadelphia, PA 19112-1402

• 

  Free People

  90 Church St Burlington, VT 05401

• 

  FP Movement Chicago

  1538 N Milwaukee Ave Chicago, IL 60622

• 

  Free People

  75 Middlesex Tpke Burlington, MA 01803

• 

  Free People

  835 N Michigan Ave Chicago, IL 60611

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2021 I placed an order on the app with an e-credit and my order was canceled. The e-credit is not valid now and was never used. I had shipped four boxes of clothes back and the credit took months and I never received the correct amount. I have been emailing & calling with no answers. I keep receiving emails that say “give us 24 to 72 hours to respond”, and nothing happens. January 29, 2024 I finally spoke with someone about the block on my account. She told me that there were 11 orders in 2021 that were never returned. I looked at the tracking info and it says that *** created the label. Which means I showed my QR code at *** for them to create the label & ship back to FreePeople. I always screenshot the QR code before going to *** or USPS to make the process faster. I have the original screenshots from 2021. I have spent thousands of dollars 2020-2023 and have returned plenty of items with no issues. I return quickly as to get my credit back quickly. I am dumbfounded. On the app it says that I returned everything in 2021. I even have emails that say they received my boxes. I do not understand why they are saying years later that they never received my items. Something is wrong with their system. I did everything they asked me to do. I do not owe free people any money or merchandise. Free People owes me money for the last few boxes I sent back that took them months to process in May & June 2023. And merchandise I sent back in 2021 that they did not refund. I want them to lift the ban on my account and process my refund for the last four boxes I returned in 2023. And reinstate the e-credit of $533 which I was owed plus more. This a mess. Their system is not working.

  Business Response

  Date: 01/30/2024

  After review of the customer's account the company has decided not to continue a business relationship with this customer due to issues with in the account's history, an email has been sent to the customer advising of this decision. 

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes through FreePeoples website around the end of November on the 30th. They had an expected ship date of 12/15 and I anticipated they would arrive for Christmas, if not, close enough to it. They have been pushing it back, I got one email that it was pushed back to ship on 1/9, then 1/18, then 1/27, now 2/5. I thought I was initially charged but it was reversed not sure if through ****** or them. I was just charged again for the shoes ($93.23) but it got pushed back again. I am not sure if they are trying to continuously charge me for shoes I have not received or what the issue may be. I am scared it may be a scam or fraud issue. I would love the shoes but I would rather them allow me to cancel the order and talk to someone on their end about it. I called their customer service about it in January and they could not provide me any details even though I verified all information about my order. I cannot access my order through their website to cancel either. Without being able to reach someone who can help or actually cancel the order myself, I am stuck in a position where I can continually be charged without actually receiving the item I paid for.

  Business Response

  Date: 01/30/2024

  We apologize for the delay. The *********** * ****** Sneakers are currently backordered until February 5, 2024. Please note backorder dates are estimated and subject to change. Authorizations will continue to be placed to ensure funds are available and then charged upon shipment. We will be contacting you via email to better assist you with this issue. 

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December, Free People had an annual promotion that if you spen 150 you get 100 promotional credit after the holiday. I bought products and earned the promotion as I have for years in the past. I purchased On 12/29/23 I ordered an all around cord mini dress in size large with my promotional code. Upon receipt of the item, I was sent a medium instead of a large. On Monday January 15, I initiated an exchange for the all around cord mini dress to get the size large that i had ordered. I have written conversations insuring me that i could exchange the dress for a size large or xl and i was advised to go ahead and return the size medium. I inquired to be certain that i would either receive the dress and/or not loose the code. I used the return code and retuned the incorrect item as instructed. The representative wrote and ensured me that I would not loose the code since it was their error in shipping. After not receiving an exchange email in the allotted 24-72 hours, I contacted Free People again 1/17 to check on progress. I was again insured that my dress was being shipped out in the correct size and that I would not loose my promotional code. I was told my order was in the last steps of processing and that i should get my exchange confirmation shipping email directly. Today, Jan 22, i was issued an 8 dollar credit for the 108 dollar dress due to the size large/ xl being sold out. I spoke with customer service and they refuse to send back my original size Medium dress or re issue the promotional code I EARNED by purchasing items, as promised. This is fraud and theft. They promised me IN WRITING that I would either receive a dress in the correct size or be reissued a code to purchase another item since the mistake was with Free People shipping department. I am asking for what i earned and what was promised to me due to their mistake. The customer representative refuse to help and just keep disconnecting. I have screen shots of all the conversations where they promised me a dress so I should go ahead and ship the other return back to them. FRAUD. They kept the dress and my promotional code.

  Business Response

  Date: 01/23/2024

  Thank you for reaching out to us. I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. I am sorry to hear that you received an incorrect item and we were unable to fulfill your reshipment. Upon further review, it shows that you reached out to our customer service team earlier today, January 23, 2024, in which we reactivated your $100 promotional code in hopes that you may find a similar item(s). To help, that code was *********** and it can be used until 2/22/2024. Please note that the previous exclusions listed below still applies. If you need help with placing your order, please contact our customer service team. 

  Fine Print for Code:   
  Promotional e-codes were earned from qualifying orders placed on freepeople.com or the Free People App 12.3.23 at 12:00 AM EST through 12.8.23 at 11:59 PM EST. Qualifying orders totaled $150+ USD before tax and shipping fees. Promotional e-codes valid through 1.6.24 at 11:59 PM EST. Valid only on freepeople.com and U.S. Free People Stores. Promotional e-code is not valid towards the purchase of gift cards or previous orders. No minimum purchase is required to redeem. $100 promotional e-code must be redeemed in a single order. Promotional e-code will not hold a balance if not fully redeemed. Limited to one time use and one per customer. If item(s) ordered with the $100 USD promotional e-code applied are returned or cancelled, a new promotional e-code will not be issued or applied to a new order. If order total does not meet or exceed $100 USD, unused value of promotional e-code will be forfeited and cannot be reinstated. Promotional e-code cannot be reloaded or redeemed for cash. If item purchased with the promotional e-code is returned, the certificate value will be deducted from amounts refunded to original tender. Promotional e-code may not be purchased, sold, traded or transferred. To redeem the promotional e-code for online purchases, enter the code in the Promo Code field at checkout and click apply. If any customer returns or customer cancellations result in the original purchase not meeting the $150 minimum, the purchase does not qualify.  Certain brands are excluded, see details on our website.

  Customer Answer

  Date: 01/24/2024

  [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:
  
  Free People actually made good on the issue! Apparently the texting customer service did not understand the problem. After speaking with a sales representative on the phone, she understood what happened and that it was the fault of Free people! They did the right thing and I can remain loyal free people customer! 
  THANK YOU FREE PEOPLE
  *************************
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in December using a promo code from their spend $150 get $100 promotion. The code I used wasn't linked to my account because my mom gave me her code as a Christmas gift. They cancelled my order after almost a month of it being back ordered multiple times. I called to ask if they could place a new order for the same item, in the same size but a color that's in stock. The customer service rep, ******* that spoke with me was unbelievably rude, hung up on me and told me she was done helping me even when I tried to ask a question or give more helpful information. I understand the policy that you cant re-use the code if you return your items, but Free People cancelled my order so it seems like I should have the option for them to exchange the item rather than just completely forfeit it altogether. I've emailed them providing my order number, the discount code used, and the email address associated with the code and my the email address used to place my order in hopes that their reps on email are more helpful and patient.

  Business Response

  Date: 01/26/2024

  Hello,

  Thank you for making us aware of this matter. Promo code *********** has been reactivated. Please contact Free People customer service at ************** in there are any more questions.

  Thanks

  Free People

  Customer Answer

  Date: 01/27/2024

  [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

  Date:01/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 16 2024, I placed an order for clothing. I received an email confirmation and within a few minutes, an email of cancellation. I placed the order again with the same result. I then contacted my bank to see if there was something wrong / fraud alert on my bank account. There was not. I then contacted Free People and they told me i'd receive an email within 24 hours about the issue - no one explaining to me what it was. The next day, no email, so i called urban outfitters. I was told again, I'd receive an email. It has been 6 days, no response. One of the order numbers was **********.In doing a ****** search, it appears this company blocks people for too many returns or suspicious activity at an address. I have never ordered anything from them and live here alone with my husband. I'd like to get this corrected. Thank you.

  Business Response

  Date: 01/23/2024

  Thank you for reaching out regarding the restriction on your account. After reviewing your order history, the restriction was removed for all Urban Outfitters, Inc. brands. Note that we did not charge you for any recently canceled orders – should you see a pending charge on your payment method, it will resolve within 1-3 business days.
  
  While we can't reinstate any canceled orders, we're happy to assist with a reorder over the phone if that's easier for you. Simply contact our Customer Service team at (**** ********. If a promotional discount was applied to a canceled order, we'll be happy to honor it again – just provide the prior order number for which it was used to the customer service representative.
  
  We apologize for any inconvenience or frustration that may have occurred as a result of the restriction. We hope that our brand brings you joy the next time you shop with us.

  Customer Answer

  Date: 01/23/2024

  [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

  Date:01/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having issues getting refunded for my order that I have placed with them. I have tried every outlet (e-mail, chat, text, ******************** to get customer service to help me, but no one will respond. This has been over a month that I can't get in contact with anyone and there is no phone number to call.

  Business Response

  Date: 01/29/2024

  Emailed the customer the below on 1/22/2024 and the customer did not respond. Customer was already refunded for the the returned merchandise. 

  Hello *********,

  I hope this email finds you well. I am writing in reference to the inquiry that you filed with BBB. In the inquiry you mentioned that you were looking for a refund. I went through your order history to find that you were refunded for the incorrect item. I also see where our financial team adjusted and applied the additional credit on January 18th. Can you please confirm if you were made aware of the additional refund and if any additional assistance is needed? I am seeing a total of $713.89 has been refunded back on this order for various items returned. I apologize for any inconvenience and look forward to working with you to resolve this issue.
  
  *******
  Free People
  ****************
  **************

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress in December, I paid to expedite it. I contacted them as soon as the dress didn’t arrive, I was told it was a glitch in their system. I was told the dress wasn’t coming and the charge would drop off in 3-5 business days. The charge didn’t drop off, I’ve been contacting them ever since thru email, phone calls and chat. They all say the same thing “ it’s been submitted to their financial department” and to give them 3-5 business days. They have my banking info, my money, I have no info for the order since it was a “glitch”and no way to talk to anyone other than a manager that just says it being processed. This is the craziest thing I’ve ever experienced with such a large company. I just want my money back for the goods I paid extra to be sent to me for my elopement. It was bad enough that it didn’t happen, but there’s no recourse with this company. They have fake contact chats and a phone number that’s hidden on their website, that you call and they try and detour you from holding on. When u talk to an actual person they just say the same thing over and over again, to allow 3-5 business days.

  Business Response

  Date: 01/29/2024

  We show that the order ********** that was placed on 12/19/2023 for the ******* Velvet Midi Dress shipped on 12/20/2023 under *** tracking number ******************. The tracking shows that the package delivered on 12/21/2023. The reason details were not received for the order is because the email address was put in incorrectly when the order was placed. The email address on the order is ***************.

• Initial Complaint

  Date:01/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order (Date Ordered Dec 4, 2023, Order Number **********). I returned two items from that order, however I only received the refund go back to my form of payment for the cheaper item. Not the ****** **** pullover. I am waiting for a refund of $98 plus tax. I was informed via email that the return item was received by Free People on Dec. 29. I’ve contacted the customer service on 2 separate occasions and they told me I should see the refund processed on my account. First one said by Jan. 3 and the second said Jan. 10. It is now close of business on Jan. 12 and still nothing. I’m so frustrated. Free People and I had an agreement. They are now in violation of the terms of our agreement. I don’t know what else to do. 

  Business Response

  Date: 01/22/2024

  Hi, ****! Thank you for contacting us. We apologize for the delay with your refund. It has been issued in the amount of $106.57 back to the original form of payment. Please allow 1 to 3 business days for this to appear on your banking statement. We apologize for any inconveniences that this may have caused. Thank you for shopping with us. 

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the *********************** vest in a size small but the vest was too large so I returned the item with the prepaid shipping label received from Free People. I sent the return in early October 2023 and after 3 weeks I had not received a refund so I called and a refund was issued to me. Three months later in January 2024 I received a email stating that “per a recent conversation, we have placed a charge on your card”. I had not recently spoke with anyone so I called customer service and they said that they never received the item from October so that they had to charge me for the vest (again). I checked the tracking information from the Post office and the item said it was still in transit, however it is not my fault that they didn’t receive the item. I used the label provided by free people to return the vest so I should be guaranteed my return. Free people has the contract with the post office so if they do not receive the item it should be on them to file a claim with the post office. Free people needs to provide a return for this item. Additionally, I was charged more than I was originally charged for the item so something is off. The email they sent me was also very suspicious because I never had a recent conversation with anyone, so this was a complete lie. I order a lot of clothing from Free People but after a lot of bad experiences with their customer service lately I will not order again. 

  Business Response

  Date: 01/12/2024

  a refund has been issued for the chargeback.

  Customer Answer

  Date: 01/12/2024

  [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

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I ordered a sweatshirt from freepeople. Order number **********. I ordered a sprint to the finish hoodie for $112.32. The item did not fit. I mailed it back on December 16, 2023. I have the tracking number.**********************************. It says it was handed over to carrier on this date and there have been no update since. It has now been almost 4 weeks. I still have not received a refund. I have called the company three times and they have told me that I need to keep waiting. That they cannot issue a refund. They told me to contact the post office when I went to the post office. They said that there is nothing they can do since I had to use ****** ***** per the companies policy. I am looking to get my refund. $112 is a lot of money to just have tied up and being held hostage for almost 4 weeks now. It is not my fault that this package is just sitting somewhere And not moving. I did everything correctly with the return policy and I would like my money refunded to me. I would love to speak with someone further about it but I am not getting any assistance. I just want my money back. I’m a big fan of Free People and I love their clothing. But I can’t have money being tied up for four weeks with no possible resolution in sight . The post office says there is nothing I can do since it is just sitting there not moving in some facility waiting to get sent back to Free People. Please give me my money back please I did everything correctly on my end. This is not fair 

  Business Response

  Date: 01/12/2024

  I have confirmed that a refund of $112.32 was issued to the customer on January 9th and another refund of $112.32, was issued on January 10th. Both refunds went back to the original form of payment but may take up to 3 business days for reflect in the customer's account. 

  Customer Answer

  Date: 01/15/2024

  [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,
  
  *******************************