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4.2 811 Reviews

Forever 21 Complaints Summary

43 Resolved
156 Unresolved
Our verdict: When using services from Forever 21 with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Forever 21 reviews & complaints 210

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1:01 am EDT
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Forever 21 costomer service

I ordered these really cute shoes online about a week and a half ago, it took 10 days to get there! and then i realized that they were the wrong size and didnt fit i tried to call costomer service and i waited on the line for 10 freaking minutes! i wont be buying anything online from this store ever again. you obviously need new employes. and better costomer service i am not impressed!

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Heywood Jablowme
Atlanta, US
Oct 08, 2011 3:04 am EDT

Next time, call customer service instead of costomer service.

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4:32 am EDT
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Forever 21 management/human resources

The forever 21 stores in El Paso Texas are poorly managed. Dina Turner is the store manager at Cielo Vista Mall. In less than a year she has had a complete turnover. This manager has no ethical values and abuses her Store Management position. She had never been a store manager before in her life, yet the District Manager (Sandy K.), seemed to think she was the perfect fit.

The customer service in the store is horrible. If the "store manager" is there let it be known that she is leaving early to go "recruit" when in actuality she is walking the mall with her visual April gossiping about ex employees.

Dina Turner has no respect for herself and she should be ashamed that at her age she acting like a teenager herself.
Who has more to blame for her actions and employment. Sandy, the district manager, has been notified by almost all of the management beneath Dina. Yet, she is still employeed.

Forever 21 is poorly managed. If you want to be talked about, over worked, and treated poorly apply now!

Until they switch DM's with some sense, or fire Dina Tuner, Forever21 at Cielo Vista will continue to be shoplifted and run down.

Worst Job I ever had.

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Elder Son
, US
Jul 09, 2019 6:16 pm EDT

Employee: He raised his voice an octave at me because I wouldn't follow instructions and do my job!

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

Employee: He doesn't show his appreciation for me and never pats me on the head, give me hugs, and coddle me with your the bestest eva!

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

Employee: I like pushing his buttons! It is so cool and funny! I just hate it when he finally responds in a negative manner! It hurts my feelz!

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

Employee: Wahhhhh! You mean I am suppose to come to work, and work and follow instructions?

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

Employee: I didn't like the way he said goodbye when he left at the end of his work-shift! It didn't sound sincere!

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

Employee: He's lying! He hates me! I always tell the truth (he-he)!

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

Employee: He hurt my fweelings!

HR: Ahhhhh... poor thing! We better have a conference and give the manager a write-up!

I could go one. Is this the whole country, or just California?

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not good 100
Wellton, US
Oct 23, 2014 12:26 pm EDT

I had a orientation today with the morning manger a store in San Francisco Powell street. She was very rude when i ask her a question. So i forgot one piece of ID that was need and she reply( what do i need you for you can leave). Later my mother called her and asked her if a person only can find one piece of ID at the time of orientation what do you do her words were if a person did not have both ids or just one that the person may reschedule. But Marie did not let me know all she said was leave in a rude manner. But she told my mother on the phone this is what they can do. Why do your mangers have no respect to young children who is trying hard to get a job. Its already hard not that many job to go around but to have MANGER with no respect, talks very RUDE makes it much harder for us.

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Evelyn garcia
Orlando, US
Apr 23, 2013 9:45 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I dis agree on the way they treat employees . They only give them four hours to work knowing they have a family to feed. Then on top of that they call them to tell them not to come to work. And when they are working they send them home early on top of only 4 hour shifts. I dont feel that the way we should treat our employees. The managers dont treat them with respect. And its very sad that the restaurant manager is alwAys too busy to talk to her employees. Can a business run without employees.

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5:17 am EDT
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Forever 21 horrible customer service

Today was my first time at Forever 21, I was there with my 2 small children ( 9months and 3 1/2 years old) and my sister. I was falling in love with all the cute outfits but most importantly the inexpensive costume jewelry. I had plenty of items in my bag to purchase and of course my son suddenly had to use the potty. If ANYONE who has children has ever been shopping with their little ones, you can understand how IMPORTANT it is to get to that bathroom and QUICK! I gave my items to my sister and she was watching my youngest child and headed to a bathroom that was in plain view.. not blocked by anything, and not located in the back near inventory, I assumed it was a public bathroom. Suddenly, i was stopped by an employee (Male) and was told in a very very unsettling tone that " It is completely unacceptable that I was about to use their employee bathroom, that it's not open to the public". I can completely understand that the bathroom is an employee bathroom, but it is in a horrible position if it cannot be used by the public, but to tell me I can't allow my 3 1/2 year old son to use the bathroom, so i can go back to SPENDING MY MONEY THERE... is absolutely HORRIBLE customer service.. Eventually after several employees shunned me for wanting to use the bathroom, they allowed me to take him in there.

After wards I shared my disappointment in their actions and more so how i was spoken to with the manager.. and she told me almost the same exact thing, and that they don't allow customers to use the bathroom because they shoplift... So I asked her if she thought I went in there to shoplift...that all i wanted to do was continue shopping...that i shouldn't have to leave the store to find a bathroom for my child.. and then come back to continue shopping. She shrugged her shoulders and said "I apologize that they spoke to you that way" and walked away.

I mean honestly.. to give a customer... who obviously has plenty of product to purchase, and eventually that money ends up in their paychecks... would be a little bit more courteous to their customers, and speak to them like they are a guest there and not a pest. Very bad first experience...very very bad. Several customers were appalled by this.

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Update by Mother0F2
Sep 20, 2011 5:31 am EDT

LOL @ rinke.dink apparently you have never been to Atlantic City...there aren't any bathrooms therefore they lose a sale for the day because nobody in their right mind would walk all the way back to the store to continue shopping..because honestly your kid would pee their selves before even reaching a bathroom. This complaint was more aimed towards mothers and other individuals with children shopping in that store, and apparently not towards you.

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nenaluvd
Baltimore, US
May 04, 2012 6:47 am EDT

I am a mom and i can understand why this would be such a big deal for you and your sister.. I also understand that when your upset nothing else matters but protecting and making sure your child is safe and ok...
The real world is just that and no one is going to give you a pass just because you have a child. I think you should have humbled yourself and apologize for the misunderstanding and let them know this was your first time in the store and you wasnt aware that if you cant use the restroom then you would have to just leave and that you understand the rules... long story short RULES ARE RULES and they dont always seem right esp when little kids are in the middle.

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dcgldcgl
goldsboro, US
Oct 03, 2011 3:01 am EDT

The store employees were absolutely correct. It's not their problem that you failed to plan before shopping w/ your children. You should have taken your 3 1/2 year old to the public restroom before you began shopping in their store. Retailers do not have the time/personel to clean and take care of a public restroom. You are lucky they allowed you to eventually use it at all due to the fact that if you or your kid would have fallen or in some way hurt yourself while back there then you'd be ready to sue and they wouldn't have had a leg to stand on because you should have never been allowed back there in the first place. Sorry they were rude to you but you shouldv'e just accepted the fact that they did not have a public restroom and left. If you did not want to come back and shop then "oh well..don't!"

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SlayerGal
-, CA
Sep 20, 2011 6:55 am EDT

It was an employee bathroom, for employees. If you want to use their bathroom, get a job there.

We don't have a public bathroom in our store, but our small mall has three locations to go. My customers have absolutely no problem leaving the store with their kid (hell, even adults by themselves that have to go) and coming right back.

I have never had a customer complain that they couldn't use our bathroom and I've worked their for 6 years. Guess my clientele is just more refined.

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Dezign8
, US
Sep 20, 2011 5:52 am EDT

Never happened.

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Dezign8
, US
Sep 20, 2011 5:46 am EDT

Let the kid pee his pants in public that'll teach him to hold it and to go twice before leaving the house.

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11:43 pm EDT
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Forever 21 poor customer service

Our friend from Germany paid cash for an article of clothing. She decided to return it. Only store credit was given no exceptions. The purported store manager alleged that the computer could not be over ridden. We will tell everyone we know about the poor customer service and the poor fools who work as managers for them. After all the computer is their boss.

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Gracie Girl
New Bern, US
Jun 02, 2011 3:27 pm EDT

My daughter tried to return an online purchase to a store, which we have done in the past, and the two clerks did not know how to process the transaction. Then the one clerk got upset because she wanted one of the dresses my daughter was returning because it was not available in the store, but since she didn't know how to do the transaction she couldn't return and then purchase the dress. So we returned the items by mail for a refund. I had used a Forever 21 gift card for part of the purchase and then thrown the card away as there was no balance left. Well, it turns out that Forever 21 does not reissue gift cards, but they will email me the card number and pin number so I can use that information to order items online. When I complained that that is very limiting because many of the items we have ordered in the past have had to be returned for various reasons and I would prefer being issued a new card so I could shop in a store I was told that was not possible. How hard would that be?! So I asked to please speak with a manager. I was told that none was available but one would call me in 24-48 hours--that was seven days ago! And the email that I was suppose to receive with the card and pin number also never arrived. I called today to see if I could talk with a manager. Same line of bologna! Someone will call me in 24-48 hours. If I ever get this gift card it will be used to make the last purchase ever to this store!

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DS166
, US
Mar 19, 2012 11:09 pm EDT

bfirebird This company wont give cash back even with a receipt

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jbfirebird
nowhere, US
Dec 22, 2011 8:10 am EST

nope, not a corporate robot but, there are other companies that wont do cash refunds either without reciepts...walmart, office max, office depot just to name a few for you...tool

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DS166
, US
Dec 21, 2011 7:59 am EST

The two responses to the customers complaint show that they have no idea what good customer service is. They sound like corporate robots. This is the only company I know of that has a no cash return policy.

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anabanana
downey, US
Sep 07, 2011 5:38 am EDT

1. You're not the only customer waiting to be helped!
2. Yes you're billing address doesn't MATCH, and if it does match and you know it is correct; there is no harm in confirming it! It wasn't us who filtered your account it was YOUR BANK!
3. Don't call in without an order number expecting someone to find you by name (do u know how many "Whatever your names is" are in the world.
4. Saying you're never going to shop with forever 21 again doesn't mean anything to us.
5.If you call in with a good attitude you will be helped with a good attitude. what makes people think "being ###" is going to get them anywhere

tips of advice :) have a great day.

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Anonymous
Chico, US
Sep 01, 2011 8:08 am EDT

I'm pretty sure that the "no cash returns" policy is written EVERYWHERE in the store, at the cash wrap, and on the receipt. Don't get pissy at the manager because you failed to figure out the return policy.

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jbfirebird
nowhere, US
Aug 30, 2011 12:04 am EDT

the computer is technically the boss in some situations. the computer system is setup to allow transactions that are approved by corporate. they cannot override just because they may be a manager. there are some things that no one can override and this is probably one of them

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M
4:07 pm EDT

Forever 21 bogus return policy

I have a complaint about forever 21. Their stores are not required to accept returns. Even when they do, they aren’t required to give a cash refund. A lot of forever 21 stores have a “store credit only” policy. People get in the habit of buying things on impulse with the assumption that the item can be returned at any time for cash. That is not always the case, and management knows this but ignores policy. I always check store’s return policy before purchasing anything I might need to return, especially at stores like forever 21! And this is coming from someone who has returned less than 5 items in 20 years of shopping, I don’t do it a lot, but some stores make it way harder than others.

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12:23 pm EDT

Forever 21 ignorant and rude employees

I was at forever 21 in Ross Park Mall in Pittsburgh, PA today with friends and my friend wanted to try on a dress that she saw on a manakin. We looked around for an employee for assistants only to find no one to help. We took the liberty of taking it off the manakin ourselves so she was able to try it on. When she went to the fitting room, the fitting room attendant didnt ask how many she had but just stood there and looked at her as if asking “what do you want?” when she was finished trying on the clothes the forever 21 fitting room attendant grabbed the dress from her hands and asked if she took it off a manakin with her saying yes.

They said you’re not allowed to take the clothes off of a manakin and walked away with the dress! My friend was going to buy it….they just lost a sale for the day and customers! We didn’t do any harm to the manakin or the dress…therefor seeing no problem! The employees at forever 21 are ignorant and need to be taught customer services skills!

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Grav3yardgirl
Dallas, US
Apr 22, 2014 1:45 pm EDT

I completely understand how the staff at Forever 21 is ignorant and rude, I've experianced their service several times.
But in any store you actually aren't allowed to touch or take off a manakins clothing..
But the workers here a total ###.
My experience went a little like this: I get in the dressing room with a practically see through dress (beach cover up thingy)
So, I invite my mom in for her opinion, and one of the workers literally starts banging on the door screaming "ONE PER ROOM!"
"ONE PER ROOM!"
So, I peek my head out the door like,
"Uh, this is my mom and I have a see-through type cover up on (I only had a bra and underwear under it)
"So I'm not coming out."
Then my mom goes over to talk to them, and the ### workers all like
"DO I NEED TO CALL THE MANAGER!?!"
"I WILL CALL HIM!"
My mom WANTED to speak to the manager so sure enough he comes.
He was just like the ### employee.
Straight up yelling at us.
No customer service skills what-so-ever.

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EvieRose
Scottsdale, US
May 21, 2013 9:14 pm EDT

I've never really had any issues shopping at The Forever 21 at Scottsdale Fashion Square. The employees don't ask if you need any help, but the quality of clothing is pretty crap so I guess that's to be expected. However, as I was checking out today I was dealing with the manager. Her name is Alexis and she is a MAJOR ###. I was having some issues with a gift card and she was incredibly rude about it. Dirty looks, ### attitude. . . ect. . . This city is full of ###, but when you're doing your job suck it up. I don't know how this girl got promoted to manager when she clearly has ZERO customer service skills!

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usacomsumershavepower
, US
Feb 08, 2013 12:48 pm EST

Gotta agree with quityour[censored]in here. Perhaps the employees of Forever 21 are insulted by this complaint so they feel the need to comment on bagget's complaint and belittle her, but that's not necessary nor is it professional. The purpose of a display on the mannequin is to display the clothes FOR SALE IN THE STORE. If the items are not available, the mannequin should be changed, because to me that sounds like false advertisement or "bait-n-switch". I often walk into a store because an item of clothing on a mannequin catches my eye- and if it's not available, I am not happy. I would try to get the item on display as well, and if I was told that I could not because that particular item was "worked on" to ensure it looked perfect for display I would have a real problem with that. Additionally, if it were on hold for another person it should be removed and placed where other "hold" items are kept. At the very least, there could be a note on the garment stating that it was "on hold" and not available for sale. Speaking of notes, perhaps it would be a good idea to put up a sign next to each mannequin to tell customers to not remove items from the mannequin (I agree with it being not safe for customers to do it themselves). Forever 21 targets young girls, so to expect high school age-ish girls to automatically know that they cannot do this and them berate them for it is not right. Also, there should have been someone to help. She states that she tried to find someone to help her and could not, this is an issue I've also experienced the few times I am at the store shopping for my daughter.

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quityourbitchin
ooltewah, US
Jun 16, 2012 6:38 pm EDT

I think it's pretty insane that you all are ganging up on her. As she said, she attempted to find someone to help...there was no one willing to assist her, or even explain what you all just did oh so professionally. She OBVIOUSLY was not trying to destroy someone's "super hard work" or be rude. I mean..this may come as a newsflash, but you aren't getting paid to just stand around and text or go on facebook or whatever else it is you feel is much more important than doing your job. It sucks when you complete a task and have to re do it because of customers. I worked at several retail stores before graduating college, and i know. But, the truth is, the customers don't know you worked until 2 AM on the displays the previous night, and as I've stated- you ARE getting paid, so...you just have to get over it. it's why you finish school..to move out of the crappy field of retail. And, really? MOST retail stores focuses are set on selling their merchandise. Not just displaying it. So..how rude that she 'assumed' she could actually buy the merchandise that was displayed?

There was no reason for an associate to be blatantly rude to a customer. I'm guessing Forever 21 does not focus on training you in Customer Service. What she SHOULD have done was asked if she had removed the dress, then explained politely that she was not supposed to do that, why she wasn't supposed to, and even gone out of the way (this is a TOUGH ONE I know) to explain the hold policy, check to see if it was on hold, and if not, see if she wanted to have it held! I mean, obviously neither of you had a problem doing this (rudely) in your own free time...without getting paid...so why should it be so different when you're actually at work?

You need to realize that you are representing yourselves very poorly. I have an image in my head of high schoolers or girls who are going nowhere but minimum wage for the rest of their lives. Sucks to suck, i guess.

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thankyoukindly
Evans City, US
Feb 21, 2012 4:10 am EST
Verified customer This comment was posted by a verified customer. Learn more

First of all, learn how to spell MANNEQUIN and create reasonable and adequate sentences. Secondly, you DO have to dissemble the MANNEQUINS in order to remove clothing from them. This is VERY difficult to do and can cause injury to yourself as the customer, and damage to a very expensive item in the store. The mannequins are delicate and hard to replace and cost quite a but of money to replace. Also, if you really want the item on the mannequin the associates would be happy to put it on hold when it is removed (this is done TWICE a week) and give you a call so that you can come pick it up. The dress you stripped from the mannequin could have been on hold for somebody else, therefore YOU cannot just claim it. Imagine how upset you would be if you put something on hold and you received a call that you can no longer have the item because it was taken by an unruly customer. And lastly, taking something off of a display is just that. It is an item for DISPLAY only. Do you go into Sears and strip their display beds of sheets and pillows? I sure hope not...

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tsy59
Saint Joseph, US
Jan 24, 2012 7:00 am EST

haha, you can't even spell MANNEQUIN, LOSER!

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shopdrop
Vancouv, CA
Oct 30, 2011 8:26 am EDT

And I'm back, just wanted to add another comment. Your subject line is pretty ironic because it is ignorant and rude of you to disrespect peoples hard work and just go and "decide for yourself" to take something off a display mannequin.

I also wanted to add that in order to take a item such as a dress off the mannequins you have to disassemble the mannequins arms (in most, if not all cases). If that thing fell on you or another person because your dumb need to get that dress is so overwhelming, the store would be company would be liable, not you... how is that fair? P.S. Just because you come into one of our companies stores and set your sights on something you want it doesn't mean that its yours and you have a right to take it off of wherever it is being displayed. Its not actually "yours" until you purchase it. Stop being such a child and thinking that just because you "want" it that you can do dangerous things to take it.

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Anonymous
Chico, US
Sep 01, 2011 8:11 am EDT

Yeah I second the commenter above me... you've got to be kidding me that you're complaining when you seriously could have hurt yourself and another customer by taking apart a mannequin. There's a reason why customers aren't allowed to do stuff like that. They could fall and get hurt and then sue the store. She had every right to be pissed at you for that.

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shopdrop123
Canada, CA
Aug 29, 2011 7:14 am EDT

You actually aren't allowed to take stuff off the mannequins. A) Head office sends us pictures of EXACTLY what MUST be on our mannequins. We can't just replace a dress that is on it with another dress. B) Our visual team slaves ALL DAY to put look through the store and find those items, steam them to perfection and put them on each mannequin. Everyone wants the stuff that is on the mannequin. If we allowed everyone to take stuff off the mannequins EVERY single mannequin in the store would be naked and the visual team would have to do constantly fix them. C) It is dangerous for customers to remove items from mannequins... once this lady came in our store, got on a table and tried to take off something from a mannequin. The mannequin ended up falling over and hitting an unsuspecting woman's baby stroller with her baby INSIDE.

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5:35 am EDT
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Forever 21 unethical conduct

I was previously employed by this company in 2011 in downtown Huntington Beach for 6 months. Of course at first everyone is sweet as pie, after a while the store manager (Terry)definitely started to show her true colors. She is the most unethical manager I have ever met in my life. This woman should not be working with or around people. She talks down to her employees like children playing with fire and running around with sharp objects. She even yells at the employees infront of customers all the time. This kind of mental employee abuse should not be tolerated. kids shopo in this store all the time and witness this happening, what if they believe that this ok to talk to someone like this. She must have some kind of disorder to make her blow up the way she does. I would never reccommend anyone to shop here considering it probably will make them sick to their stomach and ruin their experience. My husband never believed me until he heard more then one employee complain about similar things. He immidiately made me quit. I have never been treated or seen people be treated so unethical at a job in my entire life. PLEASE DON"T EVER WORK HERE!

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violetkitty
Versailles, US
Dec 27, 2011 7:26 pm EST

I work at a new location in Lexington, KY and lml62, we are pretty much forced to be annoying. They make sure we're talking to you and asking you stuff and trying to get you to buy more items. I hate it, and I know people don't like that when they shop.

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lml62
huntington beach, US
Dec 05, 2011 8:24 am EST

That's weird, because I'm actually a customer there and i have seen a lady just completely talk down to another employee almost everyone I'm there. I actually stopped shopping there cause everyone there seems so annoying and fake and won't leave me alone when I'm shopping.

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Another employee
Hanford, US
Aug 17, 2011 5:45 am EDT

Actually the poster in question has just been fired from this job. She did not quit as she stated in her letter. I too work at this location and Terry is nothing like she mentioned. I won't give you the reason that this person was fired, however most employees get along with Terry and love her. It is the other way around unfortunately and the writer of this letter has been rude. Used profanity against a customer. I admit the customer was being rude and unrealistic. But funny thing is she talks about setting bad examples to children when she uses profanity in the presence of children.

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12:04 am EDT
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Forever 21 hours

Hi well i worked at this awful store for about 5 months because that was all i could handle mainly because management is so bad its the worst putting up with people that have no brain is no fun. When i started i let them now my availability hours yet for some reason no matter how many times i gave them my full time class schedule (4 times by the way) my manager never got the point after i wouldn't show up for my shift she would give me angry phone calls and asked why i didn't bother to show up for my scheduled shift i would say hello... excuse me i have given you my schedule so many times and yet you do this im in school im not going to stop going to school just for an $8.25 an rate that doesn't even pay for gas i don't see why its so hard to look at my schedule and not give me shifts at the same time im in school its not rocket science you can do it. Honestly these managers are awful no prior management experience they act like kids and need education and to learn the law so one of these days this meager corporation will be ruin by there own people and have large numbers of law suits on there hands. My ex manager is such a child that she wants to be on the bad girls club that statement came out of her own mouth that same night i was closing well she kicked us all out at 11 told us to leave and return at 6 a.m the next morning to finish closing...oooo and the only reason she wanted us out at 11 p.m was because she was going to party it up and people were waiting for her can you believe that honestly is i was the owner of this meager clothing store i wouldn't have idiots running my stores waste of time and money.

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12:10 am EDT
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Forever 21 cherged my debit card twice

there was a new sales associate who had no idea what she was doing during checkout she ended up swiping my card for my $80 purchase and did not get a receipt so she called over her manger who then swiped it again for another $80 as she was swiping i told her the first transaction went through because i get instant text messages for all my transactions. she then said are machine will catch it and it wont charge you twice, well it did and i had to take my receipt in to the forever 21 near my home bring a printout of my bank statement file a claim and wait 2weeks to get my money back. note to self PAY WITH CASH

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10:36 pm EDT
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Forever 21 unknown charge

In Feb 2011 I had an unknown charge of $34 something dollars on my Amex card. I never make purchases under $50 but I shop very regularly at Forever 21's website so I checked my account at Forever21 to confirm and the charge was not there. So I took this matter to both my cc company as well as Forever 21. Amex issued a refund immediately and I was told that they were trying to reach Forever 21 but had no response and that they had dropped the matter. So my issue was resolved but my account at Forever 21 was suddenly blocked and so was my shipping address. After MANY grueling LONG phonecalls and HANG UPS by Forever 21's representatives I was finally told that a block was issued on my account with the reason being that a chargeback was filed against me. When I asked the representatives to check if the charge was even in their systems, I was told no. SO clearly it was a technical mistake on either Forever 21's part or Amex. I was then told to wait and that the misunderstanding would be cleared up but after a few weeks my situation was forgotten.

I have been trying to clear this up again yesterday (May 2011) but now I am being told the SAME THING. That a chargeback was filed against me for an imaginary order that does not even exist. Until today they decided to change the story out of nowhere and claim that the charge DID exist so I asked for the order information in case it was fraud. They proceeded to send me information on $100+ orders that I DID place and NEVER placed complaints about. So again I had to clarify that I was referring to the $34 charge even though I state it in almost EVERY SINGLE email. Makes me wonder if they even ACTUALLY read what I type. SO now FINALLY I think we are on the same page and they understand the $34 charge does not exist but you would think now they can unblock my account? NO, I get this as my reply:

Hello,

Thank you for your email response. All information in the emails being sent to us is understood and clear. As stated we will not unblock the account or the address.

I have been a loyal consistent shopper at Forever 21 online and in the stores for years. This is how Forever 21 treats loyal shoppers? With very rude and poor customer service. If AMEX did not refund my charge I would have been stuck with paying that $34 since Forever21's definition of customer service is just to immediately BLOCK you and ignore your problem. So now I am blocked from buying anything at Forever 21's website AND I still have NO idea how I was even charged with that mysterious $34.

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Just Another Concerned Shooper
Jamestown, US
Nov 29, 2011 7:32 pm EST

I had a dress arrive damaged and went online and reordered it immediately because my daughter wanted to wear it for Homecoming. I quickly sent the dress back the next day. It has been going on four months now and I still have not received my refund. I have spoken with customer service and they have confirmed they received the return and they told me they don't understand why I have not received my refund yet. Sad they treat their customers this way. My daughter wants a gift card for Christmas but I refuse to shop online for this store ever again. From what I have been reading the stores are not much better either when it comes to their return policies.

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dislikeforever21forever
, US
Nov 20, 2011 9:48 pm EST

I ordered online and I received a broken hoop earring. Even if it was an inexpensive piece, it was still a broken piece. I won't open the package. It is hard to get in touch with Forever 21. I just called and spoke with a Customer Care associate and she told me jewelry can't be returned. I told her it is broken and I will not pay for a damaged item, I am a customer, and why should I be charged!? She said MAYBE I could get my money refunded. She took the order number and said she would fill out an Escalation? form for me. We'll see what happens. I am going to hound them about this, even if it is only an earring. It was shipped to me broken. People who order things should not have to accept broken items. It's the principle of the thing! If this is their business practice, then they should be reported to the Better Business Bureau. After I had ordered online, I started hearing bad things about their business practices. I wish I had never ordered from Forever 21, but my granddaughter wanted some things for Christmas from that store. Never again!

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Forever 21 ripped off

This store in Savannah, Georgia is very suspicious and shady. I came in to return a few items I bought, and all was going well until they gave me my return store credit in receipt form. They didn't give me a gift card, and when I came in a week later to use it, they said it was all gone. I mailed customer service on their website and gave me the district manager's number, which I contacted. She gave me an attitude and transferee me to the manager at the at the store, and I gave her specific details about what happened. One of the girls working there who was another manager remember me and explained exactly what I explained but LIED and said I already used my store credit. I had 30$ worth of credit, and now it's all gone. I thought customers were always supposed to be right no matter what. The manager I spoke to explained "it's your word over the manager, and I believe her." I don't like how they run the store, and I don't like how they treated me because they treated me like some ### trying to cheat them. I didn't ask for 10, 000$. I only asked for my 30$ back. They make tons of money, and they couldn't just give me the small 30$? They spent two days trying to prove me wrong, just so they didn't have to pay an unhappy customer her 30$. I also read on Better Business Bureau's website about them, and they have a terrible rating and a few complaints. Will never shop in that specific store and hope you guys don't because they'll try to rip you off.
Oh! and I even remember when my friend wanted to buy a ring for me from there, they charged a 2.80$ ring for $5.00 just because there wasnt a tag on it. They'll try to rip you off!

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Anonymous
Chico, US
Sep 01, 2011 8:16 am EDT

"Oh! and I even remember when my friend wanted to buy a ring for me from there, they charged a 2.80$ ring for $5.00 just because there wasnt a tag on it. They'll try to rip you off!"

The horror!

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Killa
West Palm Beach, US
Jun 09, 2011 1:28 pm EDT

While I agree that what they did was shady, I must point out a few things.

1) The customer is NOT always right. The things customers will say and do just to get something for free will astound you. Managers know all the things customers will try and pull, a receipt with a number for a store credit but no physical store credit is one of them. Shoppers will find receipts that people dropped on the floor or forgot on the counter and act like they "lost" the card in an attempt to use your store credit. While the DM and SM absolutely could have treated you with more respect, you need to look at the situation from their point of view.

2) NEVER, ever leave the store without a physical card in cases like this. Or, at the very least, have a manager (preferably the store manager) initial and sign your receipt.

All that being said, you should go as high up as possible. Contact the store or the company and ask who the Regional Manager is and take the issue up with them. There is obviously something going on at the store. If there was a glitch in their system where store credits couldn't be issued, they shouldn't have been processing ANY returns, unless they were even exchanges. They should have apologized to the customer and requested they try to return again later once the system is back up. My guess is that there was a glitch in the system where your return wasn't fully processed, or an employee decided to go on a shopping spree. Either way, go as high up as you can. Don't let them get away with this - they won't learn otherwise.

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Forever 21 store policy

here is the problem, i purchased a necklace item online and when i opened it the necklace was DEFECTIVE because i was not able to unhook it to put it on. But the problem is that the item was FINAL SALE, i called a few store about the policy in the ny area. i told them that i understand their policy of their FINAL SALE but i also told them the item is DEFECTIVE and they told me that they will not take it back and that i have to ship it back to the company. so, i called customer service and explain about my situation and asked if i could exchange the item in the store and the funny thing is that the rep told me i was able to do so at the store. why is it a problem to exchange the item that is DEFECTIVE and FINAL SALE. On the return policy it never said that i have to return only by mail when the item is DEFECTIVE. warning, if you brought a defective product that is online, depending on your area they will not take it back at the store and you would have to go through a process of shipping it back to the company even if you explain to them that you spoke to customer service about it. they still will not value you as a f21 customer. what is the point of having a customer service? is it to pretend that they are helping you and give high hopes that f21 is their to help you when the store don't want to listen? what sense is that? never purchasing anything from there again.

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Update by UpsetConsumer
May 02, 2011 3:10 am EDT

make no sense why they would sale a defective item and have the customer go through the trouble of complaining.

Update by UpsetConsumer
May 02, 2011 2:52 am EDT

i totally agree with you. i believe the store manager likes to make up their own rules as they please or pick and choose who they want to help or not.

Update by UpsetConsumer
May 02, 2011 2:46 am EDT

no no, what i mean to say is that my product is FINAL SALE and it is DEFECTIVE. f21 kept on telling me that they will not take it because it is FINAL SALE which i understand but it was giving to me DFFECTIVE therefore, they are ignoring the part that is DEFECTIVE and telling me to ship it back because it their fault which i dont think it is their fault because the way it was made was not proper.

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pobarjenkins
Minneapolis, US
May 02, 2011 3:03 am EDT
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I do not think it is unreasonable to be expected to ship something back either.

Upsetconsumer, defective merchandise doesn't matter if something is final sale. Often, a reason why an item is final sale is because it is defective.

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Forever 21 employment

I am an employee with the Forever 21 company, I showed up for my first shift at Forever 21 today and found myself to be victim of serious harassment. The female manager there was very rude and hostile towards me as soon as I arrived.

I was not told during orientation that my nose piercing, a very small, hardly noticeable stud wasn't allowed - when prompted to take it out, I explained that I was not aware of the rule and agreed to take it out, doing so right then and there.

I also was not informed that my employee ID was provided at the registers, so I had my phone (with my ID in it) with me to clock in because I have not yet memorized it. The manager told me that I wasn't allowed to have it on my person at all. I told her that I wasn't aware that the ID was at the registers and that is the reason that I had it, I agreed to put it away.

When I went to put it away, she sent an employee into the back to walk me out of the store, informing me that I was being sent home.

When I spoke to the manager, she told me that I had to go home because she didn't want me on the sales floor.

I had done everything that she had asked of me, apologizing for not being aware of those two policies since I was not informed prior. She still refused to let me stay because my eyes were watering and she claimed that I was too emotional.

Having recently moved to Oregon, I was not aware that I would have allergies here, thus my eyes were watering. I explained to her that it was because of allergies that my eyes were watering and not that I was being overly emotional.

I expressed to her my frustrations because I was being told to go home for completely unfair reasons. She then proceeded to yell at me, degrading and disrespecting me, in the store in front of customers.

I feel like I was being harassed and treated to very unfair treatment.

I also feel like she was being very unprofessional, losing her temper and saying disrespectful things to me in front of customers. Although, I was keeping a completely calm and professional exterior.

I have worked at Pac Sun, Hot Topic, Urban Vibe, Journeys, Kohl's, and Nordstrom's in the past, along with managing locally owned retail stores, and I have never once seen someone, a manager nonetheless, act so unprofessional. I have never encountered such unacceptable behavior throughout my 6+ years working retail. I have worked in Customer Service during my entire working career as well.

If I had witnessed her behavior as a customer, I would have walked right out of the store.

I have been shopping at Forever 21 for over 4 years and currently only own Forever 21 brand clothing. I have referred many new customers to the store and I have never had anything bad to say about the company. This experience with this manager has made me think twice about my love and passion for Forever 21, a store that I both have a great love and knowledge about.

I feel that this behavior is unfair and unacceptable and I fear that my job may be at stake due to her callous attitude and terrible customer service skills.

I do not feel that she should be in the management position that she is currently in if she handles situations like this so terribly unprofessional. I do not feel that she should be representing the Forever 21 company because she does not make a good representation of the company in any way.

Is there anything that I can do about this?

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Anonymous
Chico, US
Sep 01, 2011 8:21 am EDT

Contact HR!

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gilbert102287
beaumont, US
May 19, 2011 7:35 pm EDT

oh! and by the way i forgot to mention how the store that i workout has being making its numbers and plus since the beginning of the year so there is no excuse to cut hours, but they are hiring new people all the time!

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gilbert102287
beaumont, US
May 19, 2011 7:24 pm EDT

i am completely on your side, i have experience some similar situations, and exact situations from what you have experience. They do not provide a harassment free environment, i am an employee my self by the way, and i have worked for the industry since i was 16 years old, now i am 23; and i have never encounter this extreme conditions, and in my store i am not the only one that has being treated like this, i would like to say that probably 80% of the employees there do not get the proper working rights as well as working environment. My position there is stock, but they also have me doing fitting rooms, and go backs, when that is not on my job description, and they do not pay extra for it, oh! and did i mention if i am not all three jobs the way they want it, they cut your hours, because according to them you are not being productive and your waisting their time, so they don't fired you, but they force you to quit, because is pointless to stay when employees are getting 4 to 10 hours a week, and just to let the readers know, the amount of work in the store is massive just in my position alone, imagine trying to take care of three positions at a time, it is unjust, negligent.

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Forever 21 broken item/ refuse to change it

The first incident:One day I went into Forever 21 the Jewlery and accesories store to buy some mini boots my daughter wanted them. Right by the door they had a sign that read " $12.99 for selected boots" so my daughter picked the boots that had the sticker reading $12.99, when it was time to pay for the boots, the young woman at the register removed the sticker and started charging the full amount of $24.99 for the boots, then I inquired that it was suppose to be on sale but she reply that the saled ended 3 days ago and the price on the boots no longer read the discounted price, when I asked to talk to the manager they called a 20 years old girl who all she kept repeating is " the sale ended 3 days ago and we are sorry we just forgot to remove the sign" I told her you put the sign to trick people to come in here to buy your items and then all you have to say is " sorry", do you know that it's illegale to do that in USA and that you should give me the price you are marketing right now?. .. then I said " and your employee her remove the sticker from the boots right infront of me. The young manager did not care not a bit, did not even look at me and I don't even think she knew what I was talking about, but that's what happen when we accept using our money to go buy very low quality merchandise.

Second Incident: 3 days ago I went again in the same store eventough I had a feeling I was going to regret it, I bought a scarf and a neckless, when I went home the neckless was broken and unusuable. Today; after 3 days i went back into the same store to ask to be exchange for a "nonbroken one" I took the one they had hanged and went to the register to ask to exchange it; once again the same young manager was standing there while the young man was telling me " oh no, our jewlery is final sale and we don't eccept returns or exchange" I replied: but this was broken I am not asking for money back or different piece i want the same but a valid one; you can sell me broken stuff take my money and expect me to just eccept your rule of " final sale".. The manager then looked at me repeating the same stuff over and over and she added: we always check the merchandise before selling it to make sure it's valid and good condition." I told her " I don't think so because you can't check the jewlery unless you break the ticket since the piece is taped inside and the ticket is around the piece" She reply to me saying " yes i know that is true but unfortunatly I can't take the piece back because our jewlery is final sale" In a very cold way, they talk to customers as if they are the ones doing us a favore because the merchandise is soooo cheap, but again we take what we buy .

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Forever 21 return within 15 min

My wife bought a pant in forever 21 on regular price... Not a on sale item. 15 min later, my wife found other pant in h&m, fit her style better and only cost $5 dollars. We decided to return the forever 21 $30 pant, but they say no>why? Because company policy... What the fxxk... Would not do business again... Go to hell!

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pobarjenkins
Minneapolis, US
Feb 13, 2011 4:13 pm EST
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You're being silly. Your wife should have asked their return policy if there was a possibility she would want to return them. Returns are a privilege, not a right.

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Forever 21 wrong item shipped/no returns

SO I ordered a set of 30 mixed bangles, looked beautiful on the site. Then I got the items and it was the same bangles but it did not have the main mixed up bangles, hence being a totally different thing from what I ordered. I went on the site and the missing bangles were being sold SEPARATELY as another item on its own.

I called and asked if they would at least send me the other bangles since it would be too much of a hassle sending back bangles and arranging shipping etc and all they could do was refund me the price. Whatever happened to common sense? Why not just send out the mixed bangle set and admit your mistake? So now I'm stuck with these bangles. (mind you, my order was a $380 order, the bangles were one of the things I ordered, so I'm not just complaining about a set of $5.80 bangles)

NOTE: Take a look at the pictures. One is of what what I assumed I was buying and then of what I received. Here is what was missing which is being sold as another item: http://www.forever21.com/product.asp?catalog%5Fname=FOREVER21&category%5Fname=acc&product%5Fid=1000013156&showBACK=OK

See? I wish they would just send the bangles and get it over with it but no, they want me to send back the old ones and go through the hassle, it would me economically smarter too if they just sent the new set.

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Forever 21 clothes

Forever21 has very nice clothes and alot of my friends shop at this store. I have heard alot of good reviews about this preppy store and i give alot of compliments to people that wear things from the store. It offers alot of different styles for every girl to chose from. Yet at this stores alot of clothing is dry clean or machine wash cold. When I wash a couple shirts they sometimes shirk and when I enter the store sometimes articles are on the wrong racks and clothes are all over the place. Its crazy every girl loves this store!

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Forever 21 discriminatory statement made

At approximately 11:30 am on Wed, 12/29/10, my co-worker and myself walked into one of the Forever 21 Clothing stores (Source Mall, Westbury, NY) inquiring about a dress in the window. When my co-worker asked if she could try on a dress that was on the mannequin, she was told no because it was their corporate policy not to undress the mannequins. She went on to say that the mannequins get changed on Fridays. My co-worker went on to inform her that she didn't see the dress on the floor and would like to try it on, the employee refused again stressing the fact that the mannequins get changed on Fridays. We went back into the store at about 1:00 pm to see the same salesgirl taking the dress of the mannequin for another customer, when I inquired about it, she said "Oh, this girl is really going to buy the dress." I then asked her what did that statement mean? She said"I just mean she's gonna purchased because she's sure she wants it. Your friend didn't know if she wanted it or not." I explained to her that I work in retail and most people don't know if they want to purchase anything until they try it on, especially women. The salesgirl disappeared to the back. I asked to speak to a manger another salesgirl told me that the lady who disappeared was the manger so I asked to speak with her again when she went to get her she refused to come out saying she was on her break. I asked the current salesgirl for her name and how do I go about making a complaint. I was told that she doesn't know her name (How do you not know your manger's name) and that she didn't know the number to corporate. I was extremely offended by the statements made by the store manager, she was very unprofessional and made no effort to correct the wrong. I would like the issued addressed not for me but for other shoppers in the future.

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theshoppingdiva
Bronx, US
Apr 05, 2011 3:05 pm EDT

Don't sit on a hot stove waiting for it to happen. Cause Forever 21 is shady like that. They don't give any kind of customer services whatsoever so don't even expect to receive any. I guess they figure their clothes are cheap and disposal so they sure ain't about to go out of their way for anybody and people still keep buying that mess so it doesn't matter to them. In China most of their retail clothing stores like a F21 make clothes that are sized to fit mannequins and dolls. They don't do large sizes, you just have to lose weight so you can fit in the clothes, that's it. They also do not allow you to try on any of the clothes or get a refund. Americans are not use to that, but I believe that is the history behind how this Asian-owned company operates. To them its business as usual to American shoppers it's bad customer service. If you're looking for higher quality customer service don't shop at Asian owned Junior Stores.

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Forever 21 returns

Dont buy anything unless you plan to keep it or if you're lucky, get a gift card for store credit! They make crappy clothing & accessories & keep your money! The sign 'announcing' this policy is smaller than an 8 1/2 x 11 piece of paper. It sits in the middle of the check out counter, so if someone from the end of the counter checks you out, you may not even see it. You cant read the sign unless you're standing right in front of it. No more gifts from this place... & what's the & (%$ w/ the bible reference on their bags? Whatever

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I hate forever21
, US
Jul 11, 2011 11:57 pm EDT

I bought my son three shirts and they didn't fit. I took them back and they gave me an in store credit. I asked for credit on my card and they said no. I asked if this is how they steal from customers. They said I could get something. I'm 51. What kinda teenie bopper look would I want! My son went online and hates the clothes. DON'T BY FROM THEM EVER! They are as bad as Menards lumber yard.

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Forever 21 rude cashier

Re: purchase made on 12/23/2010

Receipt#: 0362-13-[protected]
Cashier: ana gabriela 703908

I was attempting to make a purchase and noticed an unknown gentleman standing directly next to me. I then asked him "why are you standing next to me why I am tryiing to conduct my purchase." the cashier is still telling me to enter my pin nimber while this unknown gentleman is standing next to me. I refrused until he moved. But the cashier made me look like I was causing trouble, but all I was doing was protecting my identity and my credit card numer and pin number. When I was leaving the register she then apologized to the unknown gentleman. She never apologized to me. She never told him to remove himself. I am a customer of forver21 and she made me feel very uncomfortable. The cashier need to be taught better customer service. This treatment has left a bad taste in my mouth and I will mot be shopping in your store if this is the way that your employees treat customers.

The only reason that I did not contact the manager is because I was on my lunch break and it was during the christmas rush.

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Anonymous
Chico, US
Jul 18, 2011 8:20 am EDT

It's not personal information if it's on the freaking receipt.

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shopdrop1
, CA
Apr 16, 2011 8:19 am EDT

It is very rude of you to post this employees full name and employee number on the internet for the world to see. This is personal information. What if this girl has people she doesn't want knowing where she works? Now anyone can google her name and find out that information. You seem so concerned about your personal information being compromised, you don't seem to care that you just outed a complete strangers employer, workplace AND employee number to the world. Shame on YOU.

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pobarjenkins
Minneapolis, US
Dec 23, 2010 8:35 pm EST
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How difficult is it to cover your pin with your hand? Type with one hand and cover the buttons you press with the other. It's not rocket science.

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slcody
Lexington, US
Dec 23, 2010 8:00 pm EST

that comment was for Brenda

slcody
slcody
Lexington, US
Dec 23, 2010 7:59 pm EST

Are you rally that stupid

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holidayhurry
Foxboro, CA
Dec 23, 2010 7:59 pm EST

actually most credit cards issued today do require a pin entry. It is so you do not need to use your signiture any longer... So technically you commenting to this post was stupid. Get your facts straight. And good for you for protecting yourself. Clearly this Brenda has no sense in her head.

Forever 21 Customer Reviews Overview

Forever 21 is a fashion retailer known for offering trendy clothing and accessories at affordable prices. Catering primarily to a young adult demographic, the company provides a variety of products including dresses, tops, denim, shoes, and jewelry. They also offer a selection of beauty products and home goods. Forever 21 maintains a presence both online and through physical stores, giving customers multiple shopping options. The brand frequently updates its inventory to reflect current fashion trends.

Forever 21 In-depth Review

In Summary: Forever 21 offers a dynamic and trendy selection of clothing and accessories that cater to a young, fashion-forward audience. With a user-friendly website and competitive pricing, it stands as a popular choice for affordable fashion. While the brand has faced criticism over quality and ethical practices in the past, it continues to be a go-to for seasonal trends and fast fashion.

Website Navigation and User Experience: The Forever 21 website is easy to navigate with a clean and modern layout. Categories are well-organized, making it simple to find specific items. The site is mobile-responsive, ensuring a seamless shopping experience across various devices.

Product Range and Selection: Forever 21 offers a wide variety of clothing options, including the latest trends and essential basics. Sizes available cater to a range of body types, although some shoppers may find certain items limited in plus sizes. The brand regularly updates its inventory with seasonal collections that reflect current fashion trends.

Pricing and Value for Money: The pricing at Forever 21 is affordable, making it an attractive option for budget-conscious shoppers. While the prices are competitive when compared to similar fast-fashion retailers, the brand frequently offers sales and discounts, providing additional value for money.

Quality of Products: The quality of Forever 21 products can be hit or miss, with some items not holding up well over time. Material and fabric durability vary, and customers are advised to read reviews for fit and sizing accuracy before purchasing.

Online Shopping Experience: The checkout process on Forever 21's website is straightforward, with various payment options available, including credit cards and PayPal. The site offers a guest checkout option for those who prefer not to create an account.

Customer Service: Forever 21 provides adequate customer service, with multiple support channels including email, phone, and chat. However, responsiveness to inquiries can sometimes be slow, and experiences may vary.

Shipping and Delivery: Shipping options and costs are reasonable, with free shipping available on orders that meet a minimum purchase requirement. Packaging is typically standard, and delivery timeframes are in line with industry norms, though peak times may see delays.

Returns and Exchanges: The return and exchange process is relatively straightforward, with clear policies outlined on the website. Refunds are processed in a timely manner, and returned products are expected to be in their original condition.

Customer Reviews and Feedback: Customer reviews on the Forever 21 website provide insight into overall satisfaction. While there are many positive testimonials, some customers express concerns over product quality and resolution of complaints.

Sustainability and Ethical Practices: Forever 21 has faced scrutiny over its environmental impact and labor conditions. The brand has made efforts to address these issues, but shoppers concerned with corporate social responsibility may want to research the brand's current practices.

Loyalty Programs and Incentives: Forever 21 offers a rewards program that includes membership benefits, a points system, and exclusive offers for frequent shoppers.

Brand Reputation and Image: Forever 21 has a strong market presence and is known for its fast-fashion model. Collaborations with designers or influencers are part of its strategy to maintain a trendy image, though public perception is mixed due to past controversies.

Accessibility and Inclusivity: The brand has made strides in size inclusivity, offering a range of sizes in many styles. Forever 21 uses a diverse range of models, but it is unclear if they offer adaptive clothing options for individuals with disabilities.

Social Media Presence and Marketing: Forever 21 is active on social media, engaging with customers and frequently updating content. Their marketing campaigns are vibrant and aligned with current trends, often featuring promotions and special campaigns.

Legal and Compliance: Forever 21 adheres to consumer rights and has a comprehensive privacy policy in place. The brand respects intellectual property and addresses compliance issues as they arise.

Overall Satisfaction and Recommendations: Many users would shop at Forever 21 again for its trendy selections and affordable prices. When compared to similar retailers, Forever 21 holds its own, particularly for those seeking the latest trends on a budget. Recommendations would include shopping with an eye for sales and being mindful of the mixed reviews regarding product quality.

How to file a complaint about Forever 21?

Here is a guide on how to file a complaint against Forever 21 on ComplaintsBoard.com:

1. Log in or create an account: Start by logging into your ComplaintsBoard.com account or create a new one if you don't have an account yet.
2. Navigating to the complaint form: Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website, found at the top right corner.
3. Writing the title: Summarize the main issue with Forever 21 in the 'Complaint Title'.
4. Detailing the experience: Provide detailed information about your experience, including key areas of concern, relevant transactions, steps taken to resolve the issue, the company's response, personal impact, etc.
5. Attaching supporting documents: Attach any additional supporting documents related to your complaint, avoiding sensitive personal data.
6. Filling optional fields: Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.
7. Review before submission: Ensure your complaint is clear, accurate, and complete before submitting.
8. Submission process: Submit your complaint by clicking the 'Submit' button.
9. Post-Submission Actions: Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Follow these steps to effectively file a complaint against Forever 21 on ComplaintsBoard.com.

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Contact Forever 21 customer service

Phone numbers

1888 494 3837 1800 953 142 More phone numbers

Website

www.forever21.com

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Use this comments board to leave complaints and reviews about Forever 21. Discuss the issues you have had with Forever 21 and work with their customer service team to find a resolution.