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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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7:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Forever 21 exchanges

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.

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8:52 pm EST

Forever 21 fire zoe martinez

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

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5:54 am EST

Forever 21 delivery service if you can call it that

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.

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12:49 pm EST

Forever 21 returned three items only refunded for two!

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!

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3:06 am EST

Forever 21 service is a joke

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!

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10:49 am EST

Forever 21 order never shipped to carrier/waiting for refund that may or may not come

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?

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Christina O'Brien Russell
, US
Feb 01, 2017 12:38 pm EST

Did you get your refund? They are doing the same thing to me.

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8:29 am EDT

Forever 21 never received my order

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!

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5:37 pm EDT

Forever 21 lost package

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.

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6:01 am EST

Forever 21 ridiculous!

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.

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4:27 am EST

Forever 21 waste of time

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.

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Manoucheka Riviere
, US
Nov 09, 2016 11:17 am EST

So sorry. Online is just that. U can only return things uve purchased, never purchase what u see. It should say that on the site. I turn customers away daily, cuz they only came for a said products.

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Manoucheka Riviere
, US
Nov 09, 2016 11:10 am EST

Sorry that happened. None of the stuff on line is carried in the stores, at all. I send customers away on daily because of that . Try to explain to them online is thats ite.ir own little store. Products can be returned in store but t

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9:54 am EST

Forever 21 terrible customer service

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.

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ClaudiaXL
Toronto, CA
Jun 03, 2016 8:35 am EDT

To whom it may concern,
I was at your Forever21 location in the Eaton Centre yesterday and would like to give your company some feedback which I think would greatly improve the experience of your customers.
When I approached the check out counter to pay for my merchandise, there was already an established single line up, each person taking turns to get assisted by the next cashier to become available. This system seemed to be working well and thus to maintain fairness I went to the back of this one line ( please note that I was in a hurry to get back to work). Most people followed the same fair system until one lady decided to go to the front of another isle ( potentially another area to line up?!). At this time, there was 10-15ppl in the one line we had established which had been working efficiently and fairly and others had been respectfully forming. I said " excuse me ma'am but, we are forming one line" ( ...maybe she didn't see us?). She rudely said that she'd been to the store before and that it didn't work that way. I let her know that I understand things may change from day to day but that at the moment, we were all forming one line and that it was unfair for the rest of the people who've been waiting patiently. She was angry and didn't want to move. The cashier chimed in and said that it was true and that it was another line aisle. I felt very uncomfortable in this situation as I understand your company has trained your staff to encourage people to form multiple lines(?), but seeing as there was already a substantial amount of people in one line, I believe the system should have been respected ( how many other people were in that line in a hurry to get back to work I wonder?) There should be a clearer method established ( arrows on the floor like Tim Horton's)? signs that read "line up here" ) SPECIALLY before a long single line of people starts to form, otherwise the employees should respect that people are attempting at a fair system, after all it is no less efficient or productive than multiple lines...the only thing it did established was a negative experience for those of us who chose to respect societal's unwritten rules of consideration and respect.

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LillyH
Bellevue, US
Jun 03, 2016 8:35 am EDT

Before school started up I ordered 2 skirts and a blazer. 1 skirt was too small(poor sizing) while the other fit but has too much fabric & the stitching at the bottom is noticeably uneven. The jacket was too big and instead of blue it was cream. I'm 16 and not that picky, but these were crappy products.

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7:01 pm EST

Forever 21 denim jeans

I bought a Denim Jeans at Forever 21 and the jeans started ripping apart within one week of the the purchase and using it. I contacted the store manager and the customer service several times but they were not responding to my complaints. I felt frustrated after making repeated calls to the customer care and the store manager but they never get back to me. Please do respond if you happen to see that.

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alice123
, US
Dec 03, 2015 7:04 pm EST

I bought a Denim Jeans at Forever 21 and the jeans started ripping apart within one week of the the purchase and using it. I contacted the store manager and the customer service several times but they were not responding to my complaints. I felt frustrated after making repeated calls to the customer care and the store manager but they never get back to me. Please do respond if you happen to see that

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10:33 pm EDT

Forever 21 dishonest work ethic - refuse to return

Absolutely disgusted with forever21 and the dishonest polices to basically keep your money regardless.

Never received a package to inform the company of this to be told i had to complete an affidavit swearing i never received the shipment. Seriously we are talking cheap crap here. Who goes to the trouble to scam for that. What a joke. Anyways countless requests from me to receive the form which i did finally weeks later to then be told on submitting the document it was outside the 10 days from when i requested the form so sorry you are not getting your money back or your items...Scam . . . . Hence had i received the form in the time frame and not weeks later it would have been completed and returned but, its all the customers fault and they accept no responsibility. Don't let your children support this horrible dishonest money motivated company. Lets face it its disposable and responsible for their part in contributing to all things being nothing but crap and taking advantage. Supporting this company and its business model is simply contributing to more crap and more abusive conditions from forever21. The bright idea behind this should be ashamed of yourself for such dishonest conduct i would go as far to say unethical business practice.. Ugly.

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3:00 pm EDT

Forever 21 product quality of purse

Company taking advantage of young girls with lower income. Cheap products priced /sort of/ cheaply that break after first "use" then cannot be returned. This would be my second time having this awful experience with your products. I have learned my lesson and thus will no longer be shopping at your store, as well as encouraging those I know not to shop there either.

Before, I had purchased a pair of shoes in which the strap snapped literally during my first use. $20 pretty much down the toilette. Steered clear of this company for about two years.

Recently decided to give it another try and bought a couple items, including a hand bag, which again, the strap stitching broke after my third use. (Use meaning I wore it in the evening out on a date for about 3 hours). http://i.imgur.com/sPmeYKS.jpg

TL;DR Bad quality don't get tricked into wasting your money here on items that will simply fall apart.

Not to mention you can only return their items for gift cards.

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8:44 am EDT

Forever 21 I got awful clothes from the website

I bought some clothes for my daughter from the company www.forever21.cn. The company is rubbish, so better avoid them. These things didn’t look the same as on the website. I was really upset and tried to return them, but the seller told me that he hadn’t seen any problem, so the refund and change was unacceptable. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?

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8:48 am EDT

Forever 21 he's a very bad manager

Shawn the manager at 0439 and he is very very disrespectful, he's prejudice against color people he talks to you like a child, yells at you as if you were he's kid. Monday 11/2015 4:05pm he lift the store to talk on he's cell phone for 20minutes no manager in the store. In February a girl named carlisa told him that I said something sexually to her but she Made up it. He said that he was going to get to the bottom it, but of course nothing happened but made me feel discriminated against no one got fired or punish they got promoted...So I quit...please something needs to be done before someone hurts him real bad..someone better hurry up And Get The DM

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noname185
Camden, US
Aug 03, 2009 9:17 pm EDT

I used to work nearby the store and the employees there would repeatedly mess with me. One of them specifically would say racist comments to me and his friends would laugh. I didn't do anything to them and they had no right to be mean to me.

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bexarsgirl
Unkown, US
May 12, 2015 10:04 am EDT

Um, why don't YOU go to the DM rather than a general complaints board? No one here is going to or can do anything about your dispute with a former employer.

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jaymi
Boston, US
Feb 14, 2010 12:10 am EST

@heatherbirdlady, How will you NOT visit ANY of the stores now because of the ### at this one location? Makes no sense...

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mvc
Macy, US
Aug 05, 2009 8:07 pm EDT

go to hell ###ing ###, get busy it looks like nobody ### you for long time, i'am talking about this hooker..NONNIEMOUSE.

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mvc
Macy, US
Aug 04, 2009 12:41 am EDT

and who the hell you are ###ing ###, this is a space to complain about anything, if you are not agree with the lady's complaint just shup up ### up your mouth looser idiot!etc...

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11:33 am EST

Forever 21 no info, no delivery and the seller didn't reply

I placed large order on the website www.forever21.cn. I paid for it and for the postage as well. I waited a month, but the seller vanished somewhere with my money. The seller is really not recommended and better don’t waste money, ‘coz it is impossible to reach the seller and get any info about the ordered stuff. So be careful if you use this website or leave comments if you have horrible experience with this seller.

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10:34 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Forever 21 management

I worked at Forever 21 for 3 weeks and suffered a mental breakdown, and sleep deprivation. They don't care about their employees, all the managers are awful gossips, and they just expect you to know how to do things you've never been taught. The hours are whack, and the place is a safety hazard. Minimum wage is not enough for the amount of work assigned to you, and the amount of work assigned is impossible to get done because they have you getting other stuff. My first night working there I was told by a manager to "just do it" in a snide tone referring to helping a customer retrieve an item which required a latter. I wasn't informed of the safest way to get the item down, set up the latter etc. They constantly hours after i was scheduled to leave even with school the next morning. FOREVER 21 IS A TERRIBLE PLACE EQUAL TO SATANS PERSONAL INFERNO.

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8:57 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Forever 21 lost and damaged items. never received

Wow, I ordered 7 items and ups lost them in transit and forever 21 acted ad if it was my fault. They sent me an affidavit form which I filled out in PDF and printed then hand signed my signature, after that I received "error" after "error" message claiming that I'm filling it out wrong. A month and a half letter and I still have no refund and customer service is such a joke. I will NEVER IN MY LIFE order from forever 21. Then after my form was excepted for the 100th time of being continuously turned down I have to wait a minimum of two weeks max of 4. Wth

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3:04 pm EST

Forever 21 shipping charges

Placed an order for 2 gift card, $200. Value, paid 16.95 for express delivery on the 18th of december. Discovered thru order tracking that I will get the purchase no sooner than the end of the day on the 24th... Thats express delivery? Called customer svc, got the runaround about placing order later than the order time on the 18th, then 2-3 business days to handle then delivery. If their online order information had explained that, I would not have ordered... Guess what, they just hired the best salesman they will ever encounter because I will sing their praises from this day forward on what outstanding service they provide.

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MkStItCh
West Seneca, US
Dec 22, 2013 1:28 pm EST

2-3 business days is quick this time of year. You ordered on the 18th...That means they will ship on the 23rd... 2 days for delivery is the 26th. (Saturdays, Sundays and Holidays are not business days). SOOOO You need to be told that?
What is your complaint?

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?

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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.
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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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