Free People - Austin (TX)

5 /5 Stephanie Shepperd: I had a great experience at the North Lamar location when shopping this afternoon. The customer service I received was excellent. I conducted an online return, tried on some denim options, and made a purchase. Abigail was fantastic and speedy with my return, and made some suggestions regarding denim options to try after asking my fit preferences. She also completed my new in-store purchase with friendly efficiency. Tori worked with me in the dressing room checking for an alternate size on the floor and in the back. I will return to this store location and would recommend it enthusiastically to my friends.

5 /5 Desi H: This location never disappoints. I’ve been to multiple Free Peoples in my time and this one by far is my favorite! Anytime I stop by this location it feels like i’m out shopping with an old friend. At 75 years young, these girls somehow make me feel like I’m back in my 20s every time I walk in. Thanks girls!

1 /5 Ravyn M.: Just go to the Domain. I went to this location recently, and was turned away because I was trying to return a few items that were originally purchased at the Domain location. I just thought I’d stop by because I was already in the area and didn’t want to drive to north Austin. The girl with short(?) dark hair was very dismissive, immediately shut me down, and insisted that they can only take returns that were purchased at their own location. Not only is this not true (I used to work for URBN a few times now) but it was also confirmed (from the sweet employees and manager from the Domain FP location) that what the North Lamar location is doing is wrong. I would totally understand if it was Free People “Movement” that I was returning but it was NOT.

1 /5 Alexis Wragg: 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 shop elsewhere.