Free People — Local services in Town of Cheektowaga

I have been a loyal Free People customer since before the brand even had physical locations, and I’ve spent more money there than anyone reasonably should lol. The Galleria location has always been my go-to, but after today’s experience, I will unfortunately never step foot in that store again.

I went in with a completely valid return from an online purchase— to which they told me they couldn’t return it in store because I had used a gift credit for the order. It was four items and while I stood there, listening to her repeat the same message, I created a return online and produced a return authorization number for in store drop off — expecting a simple process. Instead, I was met with blatant rudeness and condescension from the two associates working the counter. From the moment I approached, one of them, with blackish teeth, rolled her eyes at me. The other jumped in, not to help, but to reinforce their nasty behavior.

It was so bad on their end that I actually asked them to please be kind, especially in front of my child, and to calmly figure things out, they made it even worse. They flat-out refused to scan the return authorization, (likely because it would have in fact worked fine) acting deliberately curt and dismissive. It wasn’t confusion or miscommunication — it was an outright lack of professionalism and decency. They then told me, in no uncertain terms, to take my items and leave the store.

I immediately called Free People customer service, who confirmed that my return was valid and apologized profusely. They created a new return for me to ship my items back, which was handled with ease — a sharp contrast to the atrocious treatment I received in person. They informed me that these workers would be handled.

I would never treat anyone the way these employees treated me, especially knowing me- and recognizing me a loyal customer who has supported the brand for years. Furthermore, why would anyone shop in a store that doesn’t accept returns? The experience was shambolic, disrespectful, and unacceptable. Free People has lost my business for good, the loss...

In order to post this I had to choose at least one star; however, they do not deserve it. Worst online costumer service ever! I placed an order on 12/4. I contacted them on 12/18 because I hadn’t received my order and tracking was not available. I was told that my order is on its way and I will receive it within 48 hours. On 12/23 I contacted them again, as I still had not received my order. I was told that I would get it tomorrow, 12/24. On 12/29 I still hadn’t received my order. So, I contacted them again and asked for a refund. I also asked why I was misinformed by costumer service previously, as they said my order wa on its way. They did not offer any explanations for that. Each time I contacted them I asked for assistance in locating my order or if they would reship it, to which they simple said “it’s on its way”, even after I explained that it was supposed to be a Christmas gift. I will never shop...

Went into the store on a Saturday night and I was the only customer in the store, I was never greeted, no one interacted with me and no one even acknowledged my existence it even said bye. I didn’t purchase anything...