Forever 21
reviews and complaints

I placed an online order to be delivered to a local Forever 21 store back in December 2016. I never received an email stating my package was ready for pick-up. The order was placed on December 5, 2016, so I went to the store to inquire about my order on December 14, 2016. I was rudely turned away by an employee, since I did not have a shipment confirmation email for my order. She advised me to wait for the email and then come back. I was leaving town for the holidays on December 16th, so this was disappointing.

I called the store again on December 16th and was given the same answer. After contacting customer service numerous times, they informed me that my package had arrived to the store on December 14th and was ready for pick up then. I restated to them that I did not, at any time, receive a delivery confirmation email from Forever 21. They stated that they were not able to refund me at this time, but would "talk to their boss" about how a refund could happen. Needless to say, I never heard from them. I contacted customer service again, and they stated that my account would be refunded within 7-10 business days. That also never happened.

I have contacted customer service over 7 times now and no one has been helpful to me. The last person I spoke with said there was an "investigation" happening about this matter. It is now almost the end of May 2017, and this matter still has not been resolved. I have never received any emails about this from Forever 21 since I placed my order. This is honestly ridiculous, and I'm on the verge on taking legal measures. It's not even about the $35.78, which I would like refunded immediately, or the mix up in the whole shipment process. Instead, I'm more upset with the horrible customer service provided by all persons I have spoke with about this.

This is no way to treat a patient, frequent customer. At this point, I would like my full refund immediately and to be compensated in some form for my wasted time and efforts. I have been patient and kind about this matter, but I would just like for it to be quickly resolved and done with, finally. Thank you kindly for your time and consideration in this matter.

I have ordered a few things online and it says that my package was delivered to me but it never has. I have now left the USA and would like to be advised how I will receive my package? I will be in Europe so I will need the package to be sent there. I really like my order so please advise.

Thanks so much. My order number is
Order Number:
[protected]

I went to forever 21 yesterday and was checked out by employee Jasmine cashier #2087696. Not once before, during or after the transaction was I acknowledged. No may I help you, your total is...have a great day, thank you...nothing! The entire time she held a conversation with another employee. I didn't say anything but I observed the whole time. As a former manager in retail, this is not the type of service you want representing your company. I thought it was very rude and unprofessional. I love shopping at your store and I'm always greeted by sales floor associates, but for a cashier not to say a word at all to me is totally unacceptable.

I went to F21 store (DLF Place Saket), most of the time i go there for shopping.There was one white t-shirt worth Rs 909/- (or 999) but on the tag it was 549 something i beleive & that tag was scratched.That guy on cash counter told me that its new price 909.I said yes dats ok, I agree but i need to gift it to someone so need the tag of Rs.909 only and he said no its not possible the price has been increased.See how can someone sell something with scartched price, in which we can see the old price was 549. I dont care for the price whatever it was. But the thing is that they should sell with correct price tag. I dont think I'm wrong anywhere.Tottaly disappointed with the service.They are not able to understand my problem and selling the thing with scratched price tag, I don't think anyone will buy.I need solution for this, thats the reason I'm sending this mail to you.

Please revert as soon as possible.
Regards
Roop

I ordered a kimono cardigan and paid for next day service. My shipment was placed 7:30 am EST which is way before the 11 AM PST cut off for next day delivery. I logged in the next day and saw that my garment had not shipped yet. I called customer service and was lied too. They advised me my shipment went out and I will be receiving it that same day. Three days later, still did not receive my shipment. I called fed-ex. Fed ex advised that my shipment was not sent by the sender until 3 days after they created the label. They create a label to just fool you that they are sending it the same day, and then don't send it until days after. I had fed ex send me the procedure and what happened in writing. I contacted forever 21 customer servicer again so I can file a complaint and get my money back from the shipping that was not sent next day. I received the worst attitude and no one wanted to send me to the correct people that I can process a complaint with. They wouldn't even switch me over to a manger. Such liars, and thieves.

Bought a pair of jeans from Forever 21 and I was very disappointed with my experience. Jeans were strange, size was correct, but they were very short. I contacted Forever 21 and explained that there was something wrong with my jeans, either they were too short or that was a different model.
They asked me to send pictures and nothing happened, they did not reply. I contacted them again and they claimed that they didn't receive pictures so I sent them again and there was no reply. They gave me a hard time and there was not way to get an exchange or a refund. Do not buy from this site, they really don't care about customers, they gave me nothing but trouble and never even offered help! Avoid!

3/28/2017
re:**complaint***
store location: the florida mall
date and time of transaction 3/27/2017 approximately 6:15- 6:30pm
corporate offices of forever 21

i had purchased a pair of jeans in august of 2016. The tags were still on the jeans and i had my reciept. They had never been used.
I found the identical jeans with the same bar code in the size that i needed. The tags, make, model, were identical. The condition of the jeans i was exchanging for a larger size were excellent.
I realize the 30 days had passed per the manager re “store policy”. I expained that the jeans were identical.. I was not asking for a return in funds just an even exchange for the next size up. Everything was the same.. So instead of even exchanging them they credited me $8.99 of the original $19.99 i paid and had me pay the 11.00 difference.
What i was asking was in no form unreasonable. The manager could of even said “mam though our policy is firm i see know reason under these circumstances to assist you with an even exchange as the merchandise is identical.
Is this worth a formal complaint…a loss of future business.. A bad word of mouth to anyone that will listen.. A social media post expressing my dissatisfaction on how all was handled.

**update**spoke to corporate and they stand by the decision made and said "i was lucky to get that 8.99 credit" back towards the exact jeans i was trying to even exchange for a larger size"*****

Sent an item with only one out of two tags attached. I noted this upon opening the package. Now they are saying I can't return it unless I pay to ship it back since it doesn't have both tags. After multiple calls/emails to reps I have had no response other than "we have to have all tags attached in order to return an item."

They are a seriously incompetent company.

I ordered overt $200 worth of items and when it wasn't received, I contacted them and filed dispute. They gave me a run around to file dispute directly with shipper, ups.. but i didn't buy the item at UPS.. they gave me run around for months now..between more information needed to sending and mailing back forms.. to nothing..

They are a rip off scam company, it is becoming obvious with all the similar complaints.. DON'T BUY FROM Forever 21!

Store manager refused to exchange my merchandise with email invoice. I was told that I had to have a paper invoice and that my online invoice was not accepted. I then called customer service and was informed that the online invoice was good enough, that the store policy is paper or online invoice is acceptable. The manager still refused to give me an exchange. This store manager also refused to give me his name.

Discrimination to the LGBT community racist female with no tact was very rude and hateful in the Florida area shouldn't be allowed to work anywhere if forever 21 keeps employees like her then the whole LGBT community needs to keep their money all the other employees started she's always discriminating against LGBT members and makes racial slurs she needs to loose her job it's disgusting to feel uncomfortable shopping

I placed an order and after I hit submit - I realized they were sending my purchase to a store 30 miles from my home - instead of my shipping address ? Why - no one has been able to tell answer this .

I immediately tried to correct the issue but of course the website wouldn't allow changes - so I sent an email the only option I had because customer service was closed - yes closed !

I received an email the next day saying - it's shippiped already nothing we can do . So I called and got basically the same answer - asked for a manager and the rep said she can't do anything for you - I asked for a manager 3 times before she put me on hold 10 mins so I just hung up .

I now have to wait for the store to receive the item tell them to return it - wait for them to do that - then get a refund that way- waste of time - will never purchase from them again ! Don't know why I did in the first place - no one to help the customer.

My daughters have been Forever 21 customers for years and I also purchase Giftcards for them often as gifts. My daughter returned 3 items and when she only received refund for two she called customer service. She was told that there was only two items in box! I helped her box them up and we listed three items on return paperwork...there were definitely three! After my daughter sent many emails, she always received the same response..."we've rescanned your order and we only saw two items." I've made call after call with the same response and when I asked if maybe the woman who said there were only two items in box made a mistake, I was told "she doesn't make mistakes." WOW! So apparently somewhere between my house and the warehouse the sweater disappeared! I mean really, FOREVER 21! Look back at our very long order history! We've never had a problem before! My daughter and I aren't trying to cheat you out of $27! Can't believe you treat customers this way. WE AREN'T CUSTOMERS ANYMORE!

I bought a dress from this site Forever21 and my order was made in October. I received the wrong dress and contacted customer service. They said I will get a replacement. So I followed their instructions and sent the wrong dress back and their rep said that I'll get mine within a couple of weeks. It is now January 2017 and still nothing! Everything they say seems like a scam and I don't believe their empty promises. I want my money or my dress! This company is not to be trusted, no wonder there are so many bad reviews about them!

Original complaint to forever 21 customer service that was unanswered (along with 3 phone calls with different answers)

"Hello. I placed an order on nov 13th but it has still not arrived at the usps. I was told that it had been shipped when i first emailed customer service close to two weeks ago. I also called customer service several days ago and was told that my package had not yet left the forever21 facility but it would become a priority matter. I checked again today, and there is still no update on shipping or tracking information. At this point i would like to know if i will be recieving the goods that i paid for/ if not, will there be a possibility of a refund or reimbursement. Thank you.

Order # is [protected]"

USPS had no record of it being shipped atall when I spoke with them today, but forever21 told me that their facility was backed up for the holidays and that they had it. Asked for a refund 3 days ago and was told Id have it within 6 days. Called back again today because i wanted confirmation of the refund (request for confirmation was pretty much denied) and was told that it was in the process and would take another billing cycle...what does that even mean?

Order number [protected] for which I never received the package because as opposed to walking inside the place of business and leaving it with a person, they left it on the street in a busy neighborhood right next to a huge transit center so obviously it was stolen. I contacted F21 who told me it's been more than 30 days so therefore they can't help me and to call UPS, I called UPS and they say per their contract with F21 all missing packages have to be handled by the shipper, I called back F21 who told me I am out of money and luck and that they can't do anything for me. I called back to speak to a supervisor because BBB and NBC Consumer Affairs required it, Hani placed me on hold for 3-5 minutes and then just hung up on me! I called back again only to have Monica berate me about how it's my fault and I dropped the ball. I take full responsibility for my part but I placed 5 other orders online with other retailers, none of which I had issues with receiving except for F21. Something is obviously not right with you either. So instead of owning up to their part, they tried to find any possible reason to put the blame solely on me, including an accidental fat finger typo that they tried to claim resulted in my delivery not being shipped (Chicagoi versus Chicago) - I mean talk about reaching? Shipping carriers go by zip codes, so they obviously had no problem locating the address because they left the package on the street in front! If the typo was such a huge problem-they would have sent it back as per usual practice. So to use that as an excuse to blame me is just despicable and the lowest of lows as far as customer service that I've ever experienced. I've been a customer for 10+ years and spent thousands of dollars here, I don't deserve this level of disrespect and disregard. After all this time $63.01 is a drop in the bucket for them but not chump change for me. To tell me that I have absolutely ZERO recourse with them, that they won't re-ship the available items nor even give 1/2 a refund nor a measly store credit is just unbelievable customer service practice. I've never called or asked them for anything before. The only thing worse than the cheap quality and return policy at this company is the customer service (or lack thereof), never shopping here again and beware!

I placed an order in January and it was delivered in the wrong city (Miami-Hialeah). Since then I have been trying to contact Forever21, and they always said that in 8-10 days I would have an answer and nothing happened. As I live in Brazil it is very hard for me to call, so I kept sending emails and still no answer. Then in April I decided to call again, and they said that the time to complain had already passed and there was nothing more they could do and that I had to talk to UPS. I contacted UPS and they told me that their costumer was Forever 21 and they could only answer to them, and I had to talk directly to Forever 21. As I wasn't happy with the answer, I called again the next day to Forever 21, and a woman answered me and she told me she would help me. She gave me her email so I could send the informations I had, promising an answer. I sent everything and I never heard back from her. I called again twice. Once, a man answered and I told him the name of the woman that was helping me and he told me that she wasn't there but he could help me. He told me to wait because he had to talk to UPS and they would contact me in 8-10 days. I waited, and again no one called or emailed me. Today I called again, and another woman once more told me there is absolutely nothing they can do. So I decided to complain here, because I have lost 180 dollars and my time trying to solve this since January, and the only answer they have been giving me since then is ''wait 8-10 days'' and ''there is nothing we can do''. I really want my money back or a store credit for the price I paid.

I was with my girlfriend when she was trying on clothes. The lady that was working told me that I was not allowed to be in the dressing room because I was a male. She was very rude and impolite. What a joke! There were many people in the dressing area and I never saw a store when it was not allowed to stand outside the dressing room in the hall way to give an opinion of the clothing. What's wrong with these people? Absolutely terrible! My GF was also shocked, so we left the store without buying anything.

I've wasted three days running from one store to another trying to find what they have online. I contacted their customer service and asked them which stores have the same clothes that are shown on their website. Their rep was absolutely useless, he could not even answer a simple question! Their representatives cannot support clients properly and their network system doesn't provide accurate inventory information. I just wasted my time! Forever21 products are great, quality is good, but I don't like to order from their online shop. If you buy their products online and for some reason you decide to return you need to pay for shipping it back.

I have been a long time customer and ordered items from Forever21 for years now. I made an order back in December and since then I kept watching for my package. Things I ordered were supposed to be Christmas presents, but Christmas came and went and I received nothing yet. I contacted customer service and was told that my package was delivered. It never was. I contacted them many times by email before I finally received a response.They said that my package was lost and offered me a refund. It is now two weeks later and I did not receive my money back. I can't get anywhere with these people, their customer service is absolutely ridiculous! I will never order anything from this company again.