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

  835 N Michigan Ave Chicago, IL 60611

• 

  Free People

  75 Middlesex Tpke Burlington, MA 01803

• 

  FP Movement Chicago

  1538 N Milwaukee Ave Chicago, IL 60622

• 

  Free People

  90 Church St Burlington, VT 05401

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:06/23/2025

  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.

  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:

  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 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:

  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 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:

  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 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:

  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 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:

  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 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,
  
  ******* *******
  
  

• Initial Complaint

  Date:05/29/2025

  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.

  I was sold an item in-store that I was told had *** fabric. I wasnt going to make a purchase but this sold me on the gauzy $50+ shirt. The tags made no mention of a UPF rating so I looked it up online later. The website also says nothing about a *** rating. So I called the store and the girl on the phone told me yes it is UPF 30. I dont know why the website doesnt say so. I emailed free people movement customer support and received not one but two emails telling me they had no information and would get back to me, which they never did. This is false advertising. I want my money back and an explanation. It is really cut and dry. Either this garment has UPF fabric or it does not. But either way, they are verbally advertising and charging for a feature that they have no proof they are providing.

  Business Response

  Date: 06/06/2025

  Thank you for reaching out to us. Weve reviewed your recent inquiry and sincerely apologize for any confusion caused. A member of our team has reached out to you directly to provide further assistance. If you have any additional questions or concerns, please dont hesitate to contact us.

  Customer Answer

  Date: 06/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23392790
  
  I am rejecting this response because: after weeks of waiting for a very simple answer (is the garment I was sold made from UPF fabric or is it not?), I was only contacted with the admission that no it is not UPF fabric and the store where I bought it was falsely representing it as such. The email was signed with let us know how youd like to proceed, and I was clear from the start that I wanted a full refund. I have already provided a copy of my receipt. I will be satisfied with the response when the card I used to pay for this item is refunded for the full amount of this falsely advertised item.
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/11/2025

  We were able to get in touch with the customer and have forwarded the details to the appropriate department to review.

  Customer Answer

  Date: 06/13/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23392790
  
  I am rejecting this response because:
  This has been going on for over a month, FPM just keeps saying the request has been escalated but then nobody follows up. This time they said to give them 1-3 business days and its now surpassed that length of time. Considering their store falsely advertised and manipulated me into buying something by giving me false information about the item, a full refund is the least they can offer. I called the store to confirm that the garment is UPF and they told me it was, but *** confirmed via email that it is not. This is serious business and Id prefer to resolve it here with a refund rather than taking it further. 
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/25/2025

  The shirt has been refunded and the issue has been resolved. I see that the company has updated their website as well. It now advertises the garment as being made of UPF fabric. So I am satisfied with the outcome. 

• Initial Complaint

  Date:05/27/2025

  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.

  Ive confronted the company about my order not being delivered. I have proof of the package not being placed at my property. My doorbell camera and landlords security cameras show no delivery. *** also showed the company that my property does not match the delivery photo. The company just wrote me a emails saying its not their issue Ive given my money and I did not receive the product I paid for. Thats a scam. I contacted via email and phone bellow are the photos of my property compared to the delivery photos. They are completely different . The door color is different. The walls are different and the door mat is different.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out! We have reviewed your recent inquiry and sincerely apologize for lost package. A full refund has been processed to your original form of payment. Please allow 1-3 business days for the refund to reflect within your account. If you have any further concerns and/or questions, feel free to reach out to us directly. 

• Initial Complaint

  Date:05/27/2025

  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 returned items to Free People on 4/29 and received confirmation my refund was processed on 5/10 for the amount of $678.40. However I have still (as of 5/27) not received a refund. They refuse to refund my money and customer service has been of no help.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out. Weve reviewed your recent inquiry and confirmed that the refund for the order number provided was issued to your original form of payment on May 10, 2025. Please note that refunds typically take 35 business days to appear in your account after being processed. If you have any additional questions or concerns, feel free to contact us directly.

  Customer Answer

  Date: 05/28/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23380726
  
  I am rejecting this response because: It has been 19 days since the refund was issued and I have not received the refund. I filed a dispute with my credit card company (****************) because they confirmed there was no refund issued and they dont even see a pending refund. 
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/29/2025

  We completely understand your frustration and sincerely apologize for the inconvenience. We've shared your concerns with our team, and someone will be reaching out to you directly to assist further.

  Customer Answer

  Date: 05/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23380726
  
  I am rejecting this response because:

  I have been in contact with Free People and they have been unwilling to resolve the issue so I reject their response because the only viable solution is a refund. Their response is vague and not action-focused or solutions-based.
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/27/2025

  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 have been in contact with Free People since May 4, 2025 regarding a quality issue with the Ria **** I purchased for my daughter back in Dec. Since it is a sleeveless top, she had just worn it for the first time on May 3. After handwashing the top per the instructions on the label; several beads fell off. Upon further inspection, it was obvious the top was poorly sewn in several places. I couldnt believe this was a $128 top! Other reviews of the same Ria **** state the same problem, so Im definitely not alone. I knew I had exceeded their 30 day refund policy window, but then found out that their policy states a one year window for exchanges and store credit. I had read other complaints about them receiving returns but then never giving credit back to numerous customers, so I sent pictures of the damage instead. I explained there being no need to return an item that couldnt be resold, as it would be an unnecessary inconvenience to me as a customer. This was no fault of mine. I explained that since this was clearly a manufacturing issue and poor quality of an item, a $128 store credit, an equal replacement, or a full refund would be the only acceptable solution. Why should a valued customer pay $128 for a top that can no longer be worn after handwashing and it falls apart? I talked to 6 different customer service **** over the past month and theyve all offered anywhere between 10%-30% credit. Again, this is their fault for a quality concern issue, not mine. Why would I accept partial credit? I also asked if I could return it to a store for credit and they told me yes but would let me know in 72 hours. I never heard back. I asked numerous times for a proper resolution and kept getting a runaround over and over again. I just want FP to do whats right and give me a store credit for the $128 I spent, a replacement for the exact item (to dry clean) OR a full refund. No chargebacks either! Theyre known for this! Im exhausted, so please do the right thing!

  Business Response

  Date: 05/28/2025

  Thank you for reaching out! We have reviewed your recent inquiry and sincerely apologize for the inconvenience caused. A full refund has been processed to your original form of payment. Please allow 1-3 business days for the refund to reflect within your account. If you have any further concerns, feel free to reach out to us directly.

  Customer Answer

  Date: 05/30/2025

  [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. There is also a mutual understanding between both parties that I do not have to return the defective top to Free People. This was stated in their email response to me and I appreciate that. Also, there will be no further charges on my credit card (also known as a charge back) by Free People regarding this matter. 
  
  Regards,
  
  ******* *****