Free People — Local services in Austin

I drove into Austin from Dallas for a concert and made a stop at the Free People Lamar location to return a few items I had purchased less than 24 hours earlier at the NorthPark store in Dallas. I had shopped at NorthPark the night before, right before closing, because an outfit I had ordered online did not fit and I needed something last minute. Since I was heading to Austin the next morning, I grabbed a few things quickly knowing I could return what did not work and also because I wanted to be mindful of the workers there who were getting ready to close. (Northpark at least has super helpful and KIND people who helped me even though it was near closing.) When I walked into the Lamar store, I immediately noticed the lack of customer service. I was not greeted at all, even though I was the only customer in the store. I politely asked if they took returns from other Free People locations and if there was another store nearby with more inventory. The response I got was short, dismissive, and unhelpful. I tried to give the benefit of the doubt, but it continued. After walking around the small store for a bit, I decided to just go ahead and process my return since I was on a time crunch. I stood at the checkout counter, again as the only customer in the store, and had to initiate the return myself because no one acknowledged me. When the manager finally started the return, she asked if I wanted to just take the items with me to a different location. I explained I just wanted to go ahead and do it now as I was on a time crunch. She made a rude comment asking if I had even tried the items on. I explained that no, I had not, because I bought them late the night before, drove into Austin early this morning, and they simply did not fit. Instead of showing any professionalism, she processed the return in silence, barely looked at me, and then handed me the receipt with nothing but “here” and the gesture to take it. I was so shocked by the rudeness that I went back in to ask for the manager or someone to speak to, only to find out that the person who had been disrespectful to me the entire time was the manager herself. I calmly explained that I work in customer service and rarely ever complain, but I had never been treated so poorly in a retail setting. Furthermore, I said “I don’t know if you’re just having a bad day or in a bad mood but being treated that way is horrible as I didnt do anything to deserve it. I am always kind to service people and try to not be a bother either.” Rather than listening, apologizing, or taking ANY accountability, she smirked, laughed, and argued that she thought she had been “helpful.” That type of behavior is unprofessional, condescending, and unfit for someone in a customer-facing leadership position. After leaving, I noticed I am not the only one who has experienced this. There are several other reviews pointing out the same problem of horrible customer service at this location. Clearly this is not an isolated incident, and it is something Free People needs to address. If this is how the store manager treats people, it sets an extremely negative example for the entire team. I will never return to this location and would strongly advise anyone expecting even basic courtesy to...

This is my favorite place to shop in Austin. The staff, always professional, are warm and helpful! They do not hover, but are right there if I have a question or need a different size. Most of them know me by name, and it feels like I'm visiting friends, with Very cool clothes!! The location on Lamar Blvd. and 6th Street is very easy to get in and out of. Something that is very rare around here, it's easy to find a parking place! If you find something in the catalog you want, but they do not have in store, they will order for you, and it is shipped to your home. I really can't say enough nice things about this staff of women that work here. I always come out smiling, and usually with a cute new dress, blouse, boots, or sometimes, all of the above! The only thing I would say to Free People's designers is, like all of your 5'11" models, Most women are a good 4 or 5 inches shorter than that. I would also pay a little more to have clothes made in the good ole USA. Some of the more fragile pieces do not hold up to even very careful cleaning. Designers, please work on that, and think about where they are...

Can you give a zero stars? Down right rude and disrespectful towards their customers. The employee never made eye contact, although she rolled her eyes several times and accused me of stealing my return, even though I had my receipt and credit card. She throws the gift card on the counter and just screams NEXT. Made two formal complaints with corporate office. They told me it was up to the district manager to contact me. Which they never did (3 months and counting) Received one email, after contacting them on Facebook, to which I replied promptly. Now 6 days and still waiting for a response. This company has no customer services skills and does not know how to handle a complaint. Do not waste your time nor money on over priced junky clothing. Shop else where; where you are treated like someone...