Freddy UK & Ireland Avis 16

Worst jeans and customer service I have ever experienced.

I have bought 6 pairs of freddy jeans over the last 4 months. First pair the tag broke off almost immediately, whatever i moved on.

Most of the jeans have developed small holes in them, they are so flimsy and crap quality! I have only worn each pair occasionally so 3 or less times.

The pair im most furious about is ones I received last, I only wore them once and soon after putting them on I walked into the side of bench with nothing sharp on it and it literally tore the whole jeans open at the seam. This was within a couple of days of buying them.
I contacted customer service first and month ago about this and never got a reply, i have contacted multiple times and have been ignored each time.

Disgusting customer service and a complete violation of consumer rights. I will never purchase from them again!

The pair im most furious about

Terrible customer service. I reported a faulty products, and while they initially acknowledged the issue and promised a replacement, they then asked me to return the item at my own expense — which goes against Irish consumer law.

I politely pointed this out in an email to no response, followed up again, and still zero response.

I’ve tried to resolve this privately and patiently, but at this point, it’s unacceptable. I’ve filed a complaint with the CCPC and hope this review prompts a response from the company.

I have been buying Freddy’s Jeans for a long time, shoes, underwear & goodness knows how many pairs of jeans I have & leather look.
Everytime something new comes out I buy it.
I’ve spent thousands.
I’ve always been treated respectfully & the staff very helpful.
Today was a shock therefore I will never buy anything from Freddy’s again.
I wanted to exchange a faulty pair of pants as you could see the stitches in the seam were not sewn into the seam but hanging loose on the outside.
I was advised to cut them, oh really & have a great big rip I don’t think so. Just wow on a very expensive pair of gold leather look pants.
I wanted to return the smaller size also.
I realise they charge a restocking fee of £7 & for the pair that’s too small fair enough but the faulty ones I think not. I just want to change them.
The reply I got from the customer service lady I was so shocked & asked to complain & about the customer service lady.
She didn’t want me to return any of them.
I’m not spending my hard earned money with them again
Yes I did feel very upset with the email I was sent & didn’t feel respected at all with my complaint.
When I bought them it said 25% off but she said they were in the outlet I didn’t know that as I wanted gold leather & put gold in the search box as I have white, silver, blue black brown leather from them.
Lurex in all different colours, multiple pairs of jeans probably 20 or more pairs.
This is how you lose customers

I’ve had a change of heart since I’ve been complaining Desiree is being nice as pie, & ever so helpful & Freddys is doing everything I would expect from a top company.
Desiree must have been having an off week.

If I could give zero stars I would. Such a scam company. The trousers get holes and then when I sent them back they will not replace them. Stay clear, awful quality and very unhelpful customer care. Seems extremely strange to me that they’re telling me they haven’t received my return,
It’s an easy way for them not to have to replace my trousers for me and now I’m down over 100 euro because of this scam company. Do not trust this company!
Lisa

I bought a pair of leather leggings they were too small so I returned them the same day-exactly as I had found them. Freddy refused my refund as they said I lost the swing tag. The garment either had no swing tag or they lost it in their own warehouse.Everything was repackaged by me exactly as I got it.
Service is appalling. I intend to claim my money back through the small claims court.

From what I can see, pretty much the exact same problem as everyone else. Paid over €100 for a pair of jeans, followed the care instructions meticulously on advice from a friend, wore them less than 10 times and there’s weird little holes developing in the crotch that look like they’ve been eaten by moths (they havnt!). That would be tolerable if I weren’t being completely ignored via all forms of communication yet they’re still able to send me 4 promotional emails a week advising me of their ‘wonderful sales’.
They must be paying all the influencer huns a fortune cause there’s no way the multiple influencers you see pedalling them on Instagram arnt having the same issue!!

Awful experience with Freddy jeans. I have been wearing them for years. Bought another pair that I love exact style exact size, however the sizing wrong on second pair and far too small. As I was trying on the entire crotch ripped open. I have been contacting freddy ireland by email and fb and I am just being ignored. I have never had such a poor customer service experience in my life. These jeans are super expensive and should not rip when trying on and sizing needs to be consistent. Unbelievably disappointed.

AVOID - awful quality and no customer service!
I ordered a pair of expensive white jeans, I followed the aftercare and after one wash the faux leather is peeling off. I have ordered other pairs before and they always get tiny random holes in them, I thought it was just me but after reading the reviews they are just awful quality, they usually only last about 4 weeks before ripping. I never contacted Freddy before but I did about the white pair, they have completely ignored me. I have messaged on them on their website, Instagram, Facebook, Twitter and emailed them! My messages have been read but no one replies. I had to open a PayPal case ! Honestly they are so unprofessional and the jeans are poorly made.

Purchased a pair of the leather leggings in November 2021, when I received them they had a hole on the leg. I emailed continuously with no response. I have tried their social media. I have been attempting to contact them since November 2021 with 0 response from them. This is shocking customer service, would never purchase again, and will strongly encourage others not to purchase

Ordered a pair of jeans on one of their sales arrived and loved them. Not even 3 months later, after following care instructions they have a big hole in the croch. Contacted them got a mail that DHL will be collecting them, no on contacted me from Freddy. The jeans are still with me and haven't heard anything at all. Very disappointed in after sales service there is none

Literally the most shocking customer service i’ve ever received from any company. Ordered a pair of leggings to the tune of €130 in November 2020 and there was a hole in the front of them. Emailed at least 5 times since and tried to contact them at least 5 times on instagram only to be ignored every single time. Not even the courtesy of a reply. never ever ever again, also not even worth the price had they’re never been a hole. avoid.

To start with, I don’t recommend Freddy.
- Overpriced for the quality
- Terrible support team not answering all questions, only answering enough to get the purchase
- Ignoring the customer if they request a refund eligible by EU rules and regulations for refunds. --- UPDATE: They did answer once I put up a negative review.

27/11/2020
I bought 4 pairs of Freddy jeans.

28/11/2020
I received the items. Once I tried them, I realised that I will need to return or exchange some of them.

30/11/2020
As I wasn't sure about the process so I emailed Freddy support team.

After sending a query to Freddy support team, I was told that

"You can return all items if you wish.
The ones for final sale or 30% off we can issue credit note for.
The ones that are under 30% off we can issue exchange or refund."

03/12/2020
Therefore, I decided to purchase (3) more and return the ones that did not suit me for a refund, as the process looked easier than exchanging. Especially because in my conversation with the support team they would only answer one question at the time so I had to keep following up and wasn't confident that exchange through them would be a smooth process.

However, I now had a written confirmation I will be able to get a refund for the items I ordered as they were under 30% discount.

04/12/2020
I received the second order.

08/12/2020
I shipped back the items that didn't suit me.

16/12/2020
I was advised by automatically generated email from Freddy they received (one of) the returns of my order. The choice I was given in this email was :

"Please advise if you would like to proceed with an exchange or a credit note for this returned item."

As previously I was informed I would get a refund, I followed up saying that "based on the response I got from your team before (please see the thread below), I am able to get a refund for these items as they were on a discount less than 30% and therefore not marked as the "final sale" items" and that "I confirmed first these items can be returned before I opted to order more and return the ones that do not suit me instead of exchanging. I would not have done that had I received a different response from your team."

After this email I did not get any response. I followed up once or twice and still nothing, when I found out I was actually in my legal rights for a refund no matter what their policy is (30% discount or not) under EU regulations.

20/12/2020
I informed Freddy of my findings:

"I just wanted to follow up on my previous email highlighting that regardless of the sale or discount applied, all products sold within EU have a 14 day cooling off period."

I also sent a link to a europa.eu site where you can find this (sorry, not allowed to leave the link in the review, so remove the spaces to follow europa.eu/ youreurope/business/dealing-with-customers/consumer-contracts-guarantees/consumer-guarantees/index_en.htm)

22/12/2020
I got another automatically generated email saying they received a second return.

Just want to highlight the incompetence as I shipped both at the same time, and from tracking they received both the same day (11/12), but there was difference of 6 days in processing the returns.

12/01/2021
I have not received a response from a support team to this day, after following up multiple times.

Even if we count the 14 days in which I am legally entitled to a refund from return receipt of my second / latest return confirmation, I was still entitled to a refund of almost €300 by 05/01/2021.

It is shocking that after I made such a big purchase and only wanted to return some items, and after checking in advance with the team that I am doing everything correctly, they did not respond to my emails or multiple follow up emails since.

If they made this easier process, I would probably go back and purchase more in some time as I like the way these jeans look, although overpriced.

However, after this experience, I would not buy them again and I would not recommend anyone to do so. I lost a lot of energy on all this and they still owe me money that I now have to get back through a fraud report to my bank. This will take up a lot of my time again and will additionally delay me receiving this money for another month or two.

I recommend you to invest into a company that will respect you as a customer, respect your time and money you earned. Save yourselves the trouble I went and am going through over some pants.

UPDATE
13/01/2021
After posting this review, I got an email that Freddy refunded me for the entire amount. I will raise my rating to 2 stars now due to this, but I still wish it never came to this.

All the best and good luck.

Changed an order for me after it was paid and refunded the difference.
The communication was fairly good (a few mixed messages) but I imagine would be better at a less busy time of the year. (Dec'19)
Overall, I really rate this product and Freddy are the only jeans I wear now. I love them.