DM B.

I have been purchasing clothing online from Free People for the past 6 years. I have not had a bad experience with shipping, refunds or communication. I have only had to call customer service twice and both times my issue was not only addressed quickly but I also received a discount for my trouble on my next purchase. I have a whole closet full of Free People clothing and I love every item.

Placed an order for tomato cages on May 15. Finally received an email on May 28 stating that a FedEx label was created and ready to ship with a delivery date of June 2. On June 1 I called GS customer service because when I clicked on the tracking number it showed that my package had not moved. Customer service told me to wait a few more days and that FedEx was not displaying the tracking. I then called FedEx who verified that they had not received the package. As of June 4 my package was never received by FedEx. When calling Gardeners Supply customer service again and telling them that the package was not received as I had verified this with a FedEx representative, Gardeners Supply then stated that they were having issues with their warehouse, staff shortage, illness, etc. I requested a refund and was then told they would charge me a fee then I was transferred to another person who stated I could not receive a refund at all. Then again onto another customer service staff who finally refunded me my money after I threatened to call my bank and register a complaint. I will never place an order for anything with this company. If they cannot fill orders then stop taking them. Also, there is nothing mentioned on their website regarding shipping delays. Poor way to do business.