Free People — Local services in Burlington

Today 07/31/2025 at 3:30pm, I’m extremely disappointed with the way I was treated today at the Free People store in Burlington Mall. I’ve been a loyal customer for years and regularly spend $5,000–$8,000 a month reselling Free People items—so this experience was especially upsetting.

A few days ago, I purchased 14 tops from the store and was helped by two lovely, professional sales associates. Unfortunately, one of them accidentally left the plastic security tag on one of the tops. I came back today just to have it removed—and instead of being helped with basic courtesy, I was treated with suspicion and disrespect by a different employee. She acted as if I had stolen the item, even though I clearly had proof of purchase.

To make things worse, I was in the process of purchasing three hats at the same time, and she didn’t even offer a bag—just handed them to me and said, “You’re all set,” in a dismissive tone. No apology, no customer service, just pure attitude.

Free People is a brand I love and support, but this kind of treatment is unacceptable. I hope this store takes a serious look at how some of their staff are handling paying customers. I came back to ask her name and she was clearly talking about me to the next customer and of course she didn’t have her name, I asked for the manager and she said I don’t have a manager, so I came to review on here because maybe the company can check out who was there...

I had a fantastic experience at the Free People store in Burlington, MA. As soon as I walked in, Bella noticed I had something in my hand and immediately offered to start a fitting room for me. When I asked about a different color for a sweater, she went above and beyond by checking a shipment that had just arrived in the back. She mentioned that if I didn’t find the right color, I could get free overnight shipping directly from the store.

That’s exactly what I ended up doing! While Bella was helping another customer, Zoe stepped in and provided the same level of exceptional service. She was all smiles and incredibly kind, helping me find the right size and arranging the shipment quickly.

It was such a pleasant experience overall that I felt compelled to write a review. Kudos to both Bella and Zoe for their excellent...

Love FP to death, but it's hit or miss with the girls at this store. The older woman with a pixie cut was particularly snobbish the other day. I'd rather spend my money at other FPs like the Chestnut Hill or Legacy Place stores instead. It's even worth the trip out to Natick from Boston for better customer service. The only consistently well-mannered and actually out of her way friendly employee in Burlington is the younger blonde. If you insist on shopping at FP Burlington I just hope your visit coincides with when she's working. A couple of the other younger girls are usually pretty bubbly, but can be absent with any service depending on how they perceive a customer. For the most part I stay away...