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Business Profile

Clothing

Free People

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

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Free People has 5 locations, listed below.

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    Customer Complaints Summary

    • 402 total complaints in the last 3 years.
    • 157 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Product Issues
      Status:
      Resolved
      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 with Free People on June 24, 2025, and received the item, a bangle bracelet, on June 30, 2025. Upon opening the package, I discovered that the bracelet was broken into multiple pieces. The damaged components were individually wrapped in bubble wrap, suggesting that the item was knowingly packaged and shipped in defective condition.I contacted Free People customer service by phone on the same day the item was delivered requesting a refund. On July 3, I received an email response from a representative named ****** from Urban Outfitters Support (attached), requesting photos of the damage. I promptly provided clear images of the broken item (attached), but have not received any further communication, resolution, or refund as of today, July 7, 2025.Unfortunately, the item is sold out, so an exchange is not possible. I am requesting a full refund for the defective merchandise and a follow-up regarding the status of my claim. Additionally, I recommend a review of quality control procedures to help prevent similar experiences for future customers.

      Business Response

      Date: 07/09/2025

      A refund has been processed to your original form of payment. Please allow ********************************************* your account. We sincerely apologize for the inconvenience caused. 

      Customer Answer

      Date: 07/09/2025

      Better Business Bureau:

      In reference to complaint ID ******** - The business has informed me that a refund for the damaged item I received is being processed. I am satisfied with this resolution.

      Thank you,

      *** ********

       

       

       

       


    • Initial Complaint

      Date:07/05/2025

      Type:Product Issues
      Status:
      Resolved
      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 package containing 6 items from free people and my old address in ********* was used automatically as it was listed in my account information. Immediately after ordering, I noticed the incorrect address and canceled. I got a cancellation confirmed screen. I then reordered the items to the correct address. When I checked back in with free people customer service to ensure the cancellation went through ( I didn't receive the confirmation email because it went to my college email which is now deactivated) they said only 5 of the 6 items were canceled and the other ( a $170 skirt) was still processing to ship. When I asked why 5 of the items were successfully canceled and this one wasn't, they simply said it had already begun processing to ship ( 5 seconds after the order was placed). I pleaded for help and they said only the courier ( **** could help. I then tried for hours with *** to divert the package, change the address, or even just leave a drivers note and they were no help and said to contact the seller to intercept the package. I went back to free people and asked again if they could help and they said no but " rest assured that the package wouldn't be delivered because the driver will see the address is incorrect and it will be marked as undeliverable." When I told them that was unlikely they told me to contact them it the delivery was successful. I had a friend try and get the package but he did not find it and nobody answered the door. I emailed the landlord as well and no response. I went back to free people telling them the order was delivered and they said they would send me a return label to which I responded was not helpful since I did not have the package. Now it won't let me report the package as lost or stolen because a return has already been created. I have been a loyal FP customer for years and have spent ****** of dollars with them. I just want my money back and am frustrated with their lack of customer service at every step.

      Business Response

      Date: 07/09/2025

      A refund has been processed to your original form of payment. Please allow ********************************************* your account.

      Customer Answer

      Date: 07/09/2025

      [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:07/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a hold on my account due to a workers error and it still has not been resolved. I have emailed and called and havent heard a response back to take the hold off my account. I went inside the ********, CA store to return the Lemon Denim Jacket and upon checking the receipt when I got home, my receipt showed the wrong item was returned (State side cardigan instead of the Lemon denim jacket) from order number FN14648150. I then went back to the ******** store to explain this to the manager and she had refunded me the correct amount of the Lemon Denim Jacket and I had to repurchase the State side cardigan instead store to keep It. I then wanted to return the state side cardigan and started the return process online but then realized I had torture it I. Store since I had technically repurchased the sweater in store. I returned the state side cardigan in store in ********, ** and received my refund however free people is stating that I never returned the item! I have receipt proof and have spoke to multiple people and no one can seem to resolve this.

      Customer Answer

      Date: 07/05/2025

      ******** Sirisuk 

      Business Response

      Date: 07/09/2025

      We have released hold from your account. We sincerely apologize for the inconvenience caused. 

      Customer Answer

      Date: 07/09/2025

      [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:07/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Well here we go again. The order number is in the photo 1. I ordered 2 hats that were on backorder over a month ago 2. You charged my ****** Debit card ***** plus ***** shipping saying it would be shipped on July 2nd 3. Obviously you dropped the charge because last night I received the attached email saying my card wasn't working. ITS BECAUSE I KEEP MY CARD LOCKED WHEN NOT IN USE BECAUSE OF CRIMINAL ACTIVITY IN *******. MY CARD NUMBERS HAVE BEEN STOLEN FIVE TIMES IN THE 28 MONTHS I have lived here and cancelling cards and sending new ones to ******* was getting expensive and hard to ***** I KEEP THEM LOCKED WHEN NOT IN USE 4. So I added another **** card and my account said the order would go out on July 2nd. Sadly I didn't take a photo shot and your RUDE SUPERVISOR kept saying it was July 30th 5. I have attached the emails and the dates and I am ****** that now the ***** pending charge on the 2nd card will probably also drop off as your supervisor said it will after 7 days 6. Nothing seems to ever change. Support is useless and the upper management is arrogant. Like most stores that eventually file bankruptcy you think that you are immuned because your clothes are unique. 7.But that day is coming. I promise you 8. I really wanted these hats and made that comment in my last complaint but honestly I no longer trust you 9. I will have to lock my card again to protect it from criminals now so I hope that you are happy 10. What people don't realize is that the ratings only mean that you answered. The true ratings are the reviews. The ones that cannot be manipulated. VERY DISAPPOINTED

      Business Response

      Date: 07/09/2025

      After reviewing your recent order, we can confirm that payment was successfully received and the package was shipped on July 7th. We sincerely apologize for the inconvenience caused. 

       

      Customer Answer

      Date: 07/09/2025

       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:06/23/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 Order FP23407086 for a special event. The status for all items but one has been "Order Processing to Ship" for two weeks. Because the order was for an event, I tried to cancel the remaining items several times via chat, text message and phone. I was told I'd be contacted or sent an order confirmation within 24 - 48 hours numerous times, and that didn't happen. I was told to call ************** and they would cancel immediately. The representatives told me there was no way to cancel as "the order was too far along." No shipping status has updated, and I will not be receiving the items in time for my event if they do not ship immediately. No one can give me shipping updates, and no one can cancel the order. The Free People website currently shows one of the items in my missing order, the Driftwood ***** Jumpsuit, as "arriving by June 27" if order placed today, June 23! Something is wrong. Please ask the business to ship the remaining items.

      Business Response

      Date: 06/24/2025

      The remaining items on the order was cancelled. We sincerely apologize for the inconvenience caused.

      Customer Answer

      Date: 06/26/2025

       I never received an official complaint number for this and need to close the complaint.

    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 shopped off the Free People website for at least 5 years now, I spend alot of money to hopefully get unique quality clothes - my issue is that for every 4 orders placed at least 1 of those they send the incorrect item, by the time I get my package to see the wrong item was sent, the original item is sold out and I get a refund. This has messed things in my life up in regards to a dress once, I got a skirt and the dress was for a wedding, another time my kids graduation an outfit I had planned to wear and got the wrong item. It literally happens so much, that at this point it does seem that they know they do not have the item so they place whatever in the package to prolong a refund. Kinda like floating money. They have given me a $5 dollar off coupon once or twice but come on their clothes are hundreds of dollars, They can do better. They do not even offer perks like earning points to redeem toward purchases etc. They simply do not care about their customers, and have nothing to show a customer that has *** dedicated. I will never shop at FREE People again

      Business Response

      Date: 06/24/2025

      We sincerely apologize for the inconvenience this may has caused. We've forwarded the information to our team to reach out directly. 

    • Initial Complaint

      Date:06/16/2025

      Type:Product Issues
      Status:
      Resolved
      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 my first order with Free People on May 26 (Order #FN15151457, total $313). It arrived on May 30. On June 3, I returned two items and requested an exchange for the third the Libre Wide Leg Jeans in a different size (27S). I mailed the return the same day.The return was confirmed received on June 10, but the confirmation email made no mention of the exchange. I had texted customer service before that with no response. So I called on June 10 and spoke with a representative (call ref. #********), who provided completely false information: she told me the item would ship no later than June 16 and Id receive a shipping confirmation by then.That never happened.When I followed up via text, I was informed that the item was actually on backorder until September 8. The representatives claim was not just misleading it was completely untrue. I wasted over a week waiting based on false information.During the text conversation, I was disconnected, forced to start over with a new agent, and still received no apology, no accountability, and no follow-up regarding how to file a complaint despite asking twice. Ultimately, I had to cancel the exchange myself after all the delays, misinformation, and lack of support.This experience with no transparency, no ownership of mistakes, and no basic customer care was deeply frustrating, especially for a first-time *********** *************** explanation for why I was given blatantly false information.2.A gesture of goodwill for the significant inconvenience caused.

      Business Response

      Date: 06/17/2025

      We've forwarded the information to our team to reach out directly. 

      Customer Answer

      Date: 06/17/2025

      [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,

      Kinsey Knakkergaard

    • Initial Complaint

      Date:06/08/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 3/23/25 I submitted a claim with Free People for receiving the wrong item on a delivery of two items. I had ordered a tank top and instead received a pair of shorts. After I submitted the claim the company had shipped the correct tank top. The claim was approved on 3/25/25 by Free People. In the email it says Any items that need to be returned to us will be indicated below each item. And in the email the tank top is listed as needed to be returned, which is incorrect as it should have been the pair of pants they had sent me incorrectly. On 6/5/25 they had emailed me explaining that all future emails will be cancelled due to not returning the pants, which they did not ask me to return in the first place. I had no issues with returning the pants but I did not think it was required as it was not listed in the email. Furthermore, they also claimed they had tried to charge my card for not returning the incorrect item based on my supposed agreement with them which never existed. The *** says they cannot require you to pay for an item sent incorrectly and that it should be considered a gift, the following quote is directly from the *** website, And, if products show up that you never ordered? You dont have to pay for them. Federal laws protect you. I have been a longtime customer of this business, and now I cannot make any purchases due to them canceling all future orders due to something I did not do.

      Business Response

      Date: 06/11/2025

      Weve followed up with the customer to inform her that the issue has been resolved and that her future orders will no longer be subject to cancellation.

      Customer Answer

      Date: 06/11/2025

      [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:06/05/2025

      Type:Delivery Issues
      Status:
      Answered
      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 ordered from Free People, which is owned by ****************, for years. I placed an order with a new credit card and a different shipping address than I normally use. The order was placed and then canceled. I replaced the order and again it was canceled. Not giving a reason why. I contacted customer service and the order was placed. I gave all correct information to the representative and was assured it was placed. Again it was canceled. I actually had to go into a store and reorder the product. Finally I received my clothing. On 5/25/2025, I placed another order online. These were sales items so I made sure to use my normal shipping address and regular method of payment. Later that day, items canceled again. I contacted customer service and was told my account was blocked and I was unable to order until a review took place. Someone would contact me via email in 3 business days. It has been almost 2 weeks and no one has contacted me. The retailer is making no effort to resolve the issue and I want it resolved.

      Business Response

      Date: 06/06/2025

      After further reviewing, we are able to confirm the hold was removed from the customer's account on 6/2/25. 

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 for a top and a hold was placed on my bank account. The charge did post to my bank account and the original hold was removed. I am no longer able to place online orders with **************** brands as they state I owe them $98 on order AN15370604. I received my item, the payment was posted for the amount charged (I had a coupon so it was 88$) I have no tried to order from **************** brand and they have a restriction on my account banning me from placing any orders. They opened a dispute with my credit card company and I never received any information this had occurred. I also was not notified of any dispute for an order. I am not sure what else do do besides file this complaint. This practice seems shady and I will not double pay for an item.

      Business Response

      Date: 06/06/2025

      After further review, the hold has been removed from the customer's account. A member of our team has reached out directly to provide further assistance.

      Customer Answer

      Date: 06/06/2025

      [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,

      ******* *******

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