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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

    • 400 total complaints in the last 3 years.
    • 155 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:05/26/2025

      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.
      Free people stated express shipping free over $150. I ordered over $200. When I first received shipping information, it showed express shipping, second day air. Then when you get the email that it is shipped, it is *** Ground instead. This is the second time in a row it has happened. This is not a mistake. It is blatant false advertising. There need to be penalties for false advertising. Because of this, I had to spend my valuable time on a holiday trying to figure it out, and I want restitution for my time and effort.

      Business Response

      Date: 05/28/2025

      Thank you for reaching out! We have reviewed your recent inquiry and sincerely apologize for any inconvenience caused. We have forwarded the information over to our team to reach out directly. 

    • Initial Complaint

      Date:05/25/2025

      Type:Product 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.
      Returned an item and exchanged an item via mail. Never received refund or replacement item. Contacted the company several times for them to look into it and never get back to me.

      Business Response

      Date: 05/28/2025

      Thank you for reaching out! Weve reviewed your recent inquiry and sincerely apologize for the delay with your exchange. Your replacement for the Advantage Set is currently being processed and is expected to ship within 2448 business hours. Additionally, a refund for the Tryouts Wraps Skortsie was issued on May 27. Please allow 13 business days for the refund to appear in your account. If you have any further questions or concerns, please dont hesitate to contact us directly.

    • Initial Complaint

      Date:05/23/2025

      Type:Product 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 ordered a pair of shorts on May 15, 2025. After two days, on May 17, I realized that Free Peoples method of payment and tracking, *******, had sent the package to an address in a different state. The address is not mine. After realizing this I contacted Free People explaining my problem. I was told I would be refunded that day. After two more days I noticed the package was not cancelled and was still being shipped to the incorrect address. I again contacted Free People. The ***** told me not to worry I was being refunded and the refund would show on my credit card in a few days. Today, May 23, I received an email that the package is out for delivery to the WRONG address. I again contacted Free People twice. The first ***** cut me off. The second ***** told me basically the first two *****s were lying, I would not receive a refund until the package is declined and returned to free people. This package does not require a signature. Whomever is receiving the package has no obligation to return it. Free people is taking no responsibility for this whatsoever and has lied to me several times. I want an immediate refund.

      Business Response

      Date: 05/26/2025

      Thank you for reaching out! We have reviewed your recent inquiry and sincerely apologize for the inconvenience caused. A refund has been processed out 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, don't hesitate to reach out to us directly. 

    • Initial Complaint

      Date:05/21/2025

      Type:Product 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.
      Order FP22959802 arrived, two dressed in the ********* dress did not fit and I returned it without issue. Th either dress (jewel mini) arrived smelling like sweat and I contacted customer service to get an exchange so that the item I recieve next time would be new, not worn.Customer service said it would take 72 hours to complete the exchange email and send me a label to ship back the worn dress.The exchange email and label HAVE NOT arrived and I dont want to get stuck with this dress and customer service think I wore it because of how it smells. Can someone please resolve this issue! If the new dress does not fit or has an issue I want to also be able to return it with the opportunity to recieve my money back (not a gift card or store credit).thank you.

      Business Response

      Date: 05/22/2025

      Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize for the inconvenience caused. After reviewing the order number provided, we are able to confirm the replacement was been shipped on 05/21/2025 with an expected delivery of May 23rd. If you have any further concerns, feel free to reach out directly. 

       

       

    • Initial Complaint

      Date:05/14/2025

      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 ordered merchandise from free people on April 28th. My order was delivered in 2 parcels on 2 different dates. The bulk of my Order arrived first on may 7th. It did not contain any of the items I ordered but contained 1 item I did not order. I called customer service who assured me a new package would be shipped. I received no notification in my email about that call. I called again on may 8th. I was assured an order for reshipment was placed. The following week I still had heard nothing. I contacted them via ******** and was assured that I would be receiving an email about a reshipment in 3 days. I provided photo evidence that I did not receive the correct order. I then received an email 2 days later saying they were investigating the issue and to send them photos etc of what I did receive. I expressed I already did that but did it again. I contacted free people AGAIN after hearing nothing for several days and asked AGAIN what was going on with my order. I was told a shipment was being processed and would be out once it passed quality control. I then received an email stating I need to return all of the items I NEVER received within 7 days in order for my reship to process. ??? How can I send back what you never sent me ??? I contacted free people on fb again and let them know about this and my concerns remain unaddressed. During this process I have also let free people know that while I am under no legal obligation (according to to Ontario consumer affairs law) to ship back to them the mistaken item, that I would as a gesture of good will should they provide me a pre paid shipping label. They refused and told me its my responsibility to ship back the item at my expense (that they would reimburse me if I sent them a receipt) I cant get you to ship the items I ordered or refund me as it is. Why would I trust you with additional shipping costs, duties, taxes etc??? Plus again your request is unlawful and disregards consumer protection laws. This a joke right?

      Customer Answer

      Date: 05/16/2025

      I was provided notice that a replacement order has shipped. There has been no further communication with this company. 

      Business Response

      Date: 05/21/2025

      Thank you for reaching out to us! Weve reviewed your recent inquiry and sincerely apologize for any inconvenience caused. A direct email has been sent to the email address we have on file. If you have any further questions or concerns, please dont hesitate to contact us directly.

      Customer Answer

      Date: 05/21/2025

      I accept the business' response, seeing as a replacement package has been shipped (I expect it to be correct this time).  I would like to highlight that Free People noted in their response that the item delivered by mistake does not need to be returned as a  "one time courtesy".  I would like to reiterate that according to consumer laws, I am under no legal obligation to return any item delivered to me in error, AND by law it is considered a gift that can be kept, or thrown away.  This is not a "one time courtesy" kinda thing.  I am asserting my legal rights and you must abide by those legalities should you continue to do business in *******, ****** or any other jurisdiction with similar laws.  Based on consumer complaints on this forum, Trust Pilot and other, your brand is losing consumer trust.  You might want to reevaluate how you manage complaints moving forward. 

      [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,

      ***** Cape


    • Initial Complaint

      Date:05/12/2025

      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.
      On February 9th, I received my clothing item from Free People. The clothing item arrived damaged and without a store tag, so I was unable to return the damaged item in store. Because of this, I contacted the FP customer service chat to figure out a resolution to this problem. Eventually, the customer service representative told me that they would send me another set free of charge. On top of this, they told me I wouldnt have to return the item to them or in store because it had been damaged. When I never received my item, I had to contact customer service again, and they told me the clothing item was now out of stock, so Id be receiving a refund. They also confirmed I wouldnt have to return the damaged item.But on April 21, I received an email from ** claiming my account would be suspended because I received a refund but never sent back my item. I contacted customer service again to resolve this, and they eventually confirmed that I wouldnt have to send back my item, and they saw previous customer service chats on their end that proved my position. They were supposed to send me a confirmation email of this, but I never received one.I do not want to have to contact customer service again through FP because their service has been horrible. All I want is to get confirmation that my account is no longer suspended, and that I did nothing wrong in keeping the damaged item and my refund, as I was told this was fine.

      Business Response

      Date: 05/13/2025

      Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize for any inconvenience. After reviewing your account, we can confirm that the chargeback order was canceled, meaning the authorization has been removed from your account. We also confirm that there are no restrictions placed on your account. If you have any further concerns, please feel free to contact us directly.

      Customer Answer

      Date: 05/14/2025

      [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:05/12/2025

      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.
      On February 21, 2025, I purchased a dress from Free People. I returned the item shortly thereafter, and received confirmation via both live chat and email that Free People had received the returned item on March 3, 2025,On March 20, 2025, I was told by a Free People representative that my credit card would not be charged, as the return was successfully processed. However, on May 11, 2025 (more than two months after the return was confirmed), I received a message saying my card was charged for the item and confirmed the charge through my bank. This charge is both inaccurate and unacceptable, given the documentation verifying the return. I have made every reasonable effort to resolve this directly with Free People, but no corrective action has been taken.

      Business Response

      Date: 05/13/2025

      Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize for the inconvenience. A full refund of $352.95 was processed back to your original form of payment. Please allow 3-5 business days for the refund to reflect. If you have any further concerns, feel free to reach out to us directly. 

      Customer Answer

      Date: 05/17/2025

      [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,

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

    • Initial Complaint

      Date:05/12/2025

      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 am seeking help with getting a refund for order FP22852732. Free people has the package marked as delivered to collection point on 5/14/25, mind you today is 5/12/25. When I went to retrieve the package I was told the package was not available despite the app showing as delivered. I attempted to file a claim via the app but the button is grayed out. I have called customer service numerous times and no one answers. No one calls back when you request a callback and hitting the option to communicate via text has not been successful.

      Business Response

      Date: 05/13/2025

      Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. A full refund has been processed out to your original form of payment. Please allow 3-5 business days for the refund to reflect. If you have any further concerns, feel free to reach out to us directly. 

      Customer Answer

      Date: 05/13/2025

      [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,

      Shi Justice

    • Initial Complaint

      Date:05/02/2025

      Type:Product 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.
      Complaint Regarding Unfair Ban from Free People Following Honest Mistake To Whom It May Concern,I am writing to formally file a complaint against the retail company Free People regarding their treatment of me as a customer after a misunderstanding related to a billing issue.I recently placed an order for two items from Free People. As a new customer, I was unaware that the company does not charge your card until the items are shipped. A week after placing my order, I noticed charges on my account, unsure of what they were, contacted my bank for clarification. Since I didnt immediately connect the charges to the Free People order, my bank began initiating a dispute. However, once I realized the charges were valid (simply delayed), I did **not** complete or sign off on the dispute. The issue was clarified quickly and resolved on my end.Unfortunately, despite this honest mistake and the fact that no funds were withdrawn or dispute completed, Free People has now banned me from placing future online orders. I have contacted their customer service multiple times to explain the situation, express that I was acting in good faith, and request reinstatement. However, my appeals have been ignored or denied, and no meaningful dialogue has taken place. The only resolving they have offered is if I pay for the two pieces, even though I have already paid for them once originally. I believe this action is excessive and unfair. As a consumer acting in good faith, I should not be penalized for a mistake that was addressed quickly and did not result in any financial harm to the company. Im seeking assistance in having Free People reconsider their decision and reinstate my ability to shop with them.Thank you for your time and help with this matter.Sincerely,Madison ******* ********** Order Number: FN14517478

      Business Response

      Date: 05/13/2025

      Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. The restriction has been lifted off your account as of Today, 05/13/25. If you have any further concerns, feel free to reach out to us directly. 

    • Initial Complaint

      Date:04/30/2025

      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 have attempted to place multiple orders from Free People and irregardless of the credit card used, my orders are cancelled within hours. I even had my husband try to place an order and same thing. We both used the same address. We are both professionals. We always pay our bills. I have no idea why we have been flagged are unable to place orders. Very frustrating.

      Customer Answer

      Date: 04/30/2025

      I called customer service and was assured I would get follow up after last cancellation in March, however I received no follow up. Order #FP22377991.

      Business Response

      Date: 05/02/2025

      Thank you for contacting us! We've reviewed your inquiry and sent you an email with details on how to resolve the hold on your account. If you have any further questions or concerns, please don't hesitate to reach out to us directly.

      Customer Answer

      Date: 05/03/2025

      [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: 23268562

      I am rejecting this response because: I paid the outstanding bill yesterday (which was never previously brought to my attention), and I still cannot place an order. As you see my FP order was again cancelled. 


      Regards,

      ****** ****








      Business Response

      Date: 05/05/2025

      Thank you for contacting us back! After reviewing, we are able to confirm the hold was removed on May 4th. If you have any further concerns, feel free to reach out to us directly. 

      Customer Answer

      Date: 05/05/2025

      [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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