SmallBizGenius Analysis
Free People receives mixed reviews, with customers frequently praising the unique and beautiful clothing styles but often criticizing the company's customer service and product quality. Many reviewers report issues with returns, refunds, and receiving damaged or incorrect items, leading to frustration.
Category Breakdown
Scores based on analysis of 288 recent reviews
Customer Service
2.5/10Many reviewers describe Free People's customer service as unhelpful, unresponsive, and difficult to deal with. Common issues include long wait times, inconsistent information, and failure to resolve problems related to orders, returns, and refunds, with one reviewer stating, "Free people customer service is absolutely unreliable."
50 reviews mention thisProduct Quality
3.0/10A significant number of reviewers report receiving damaged, defective, or used items, and that the quality of the clothing does not match the price point. Some reviewers mention that the quality has declined over time, with one stating, "Free People quality has gone down the drain."
30 reviews mention thisReturns & Refunds
2.0/10Many customers report difficulties with the return and refund process, including delays, missing refunds, and being given the runaround by customer service. Some reviewers claim they never received their refunds even after returning items, with one stating, "TOTAL SCAM Please never order from this company...I received no refund."
35 reviews mention thisShipping & Delivery
3.5/10Several reviewers mention issues with shipping and delivery, such as late deliveries, cancelled orders, and receiving the wrong items. Some customers also report unexpected customs fees, with one stating, "They advertises free EU shipping, then dumps unexpected customs fees on you."
20 reviews mention thisWebsite Experience
4.0/10Some reviewers find the website difficult to navigate and report issues with placing orders or activating return instructions. One reviewer stated, "Very badly worded website.Customer service not helpful."
10 reviews mention thisClothing Styles
8.0/10Several reviewers praise Free People for its unique and beautiful clothing styles. They appreciate the flowy, bohemian-inspired designs and the classic aesthetic, with one reviewer stating, "There clothes is unique and beautiful and classic."
15 reviews mention thisPros & Cons
What Customers Love
"There clothes is unique and beautiful and classic."
"Natalie is an incredibly kind, friendly, and helpful person. Every time I visit, all the staff members are welcoming, professional, and eager to assist."
"The pieces are flowy, unique, and easy to style without trying too hard."
"Good policy return."
"I ordered a few items and they arrived very quickly."
Common Complaints
"Free people customer service is absolutely unreliable."
"TOTAL SCAM Please never order from this company...I received no refund."
"Received we the free Camden sweatshirt today Rrp £70 - it arrived with at least 15 serious defects."
"WARNING ‼️ SCAM 🚨SCAM 🚨 SCAM 🚨DO NOT BUY FROM THIS STORE ‼️ 1. LATE DELIVERY, ALMOST RUINED MY HOLIDAY"
"Wouldn’t give it any star. Completely fake advertising of products and information. Ordered a top…. Completely different colour, size, quality and design from photo advertising it."
Common Questions About Free People
Answers derived from customer review patterns
Is Free People legit and trustworthy?
Based on 100 reviews, Free People's legitimacy is questionable due to numerous reports of poor customer service, issues with returns and refunds, and receiving damaged or incorrect items. While some customers have positive experiences, the overwhelming number of negative reviews raises concerns about the company's reliability. Many reviewers describe Free People as a scam or warn others not to purchase from them. Therefore, caution is advised when considering Free People for any purchases.
Based on 45 reviewsDoes Free People have good customer service?
The majority of reviewers indicate that Free People has poor customer service. Customers frequently report long wait times, unhelpful or unresponsive representatives, and difficulty resolving issues related to orders, returns, and refunds. Many reviewers describe the customer service as "horrible," "unreliable," and "pathetic." This is a major area of concern for potential customers.
Based on 50 reviewsIs Free People worth it for small business?
For small businesses, Free People is likely not a worthwhile option due to the high risk of encountering issues with product quality, order fulfillment, and customer service. The negative reviews highlight potential problems with returns, refunds, and receiving damaged or incorrect items, which could lead to significant time and resource investments to resolve. Given the availability of other retailers with more reliable service and quality, small businesses should explore alternative options.
Based on 30 reviewsWhat is Free People's return policy like?
Based on customer reviews, Free People's return policy is often problematic. While the company may advertise a standard return policy, many customers report difficulties in actually obtaining refunds or exchanges. Common issues include delays in processing returns, missing refunds, and being given the runaround by customer service. Some reviewers claim they never received their refunds even after returning items, making the return process unreliable.
Based on 35 reviewsWhy are Free People orders getting cancelled?
Some reviewers report having their Free People orders cancelled, often without clear explanation. One customer mentioned receiving an email at 4am stating their order was cancelled because they were "unable to reach me to verify my account information," despite having no missed calls or emails. This suggests potential issues with Free People's order verification process or inventory management.
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