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Forever 21
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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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K
7:36 pm EDT
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Forever 21 received wrong item

I payed for a black bodysuit and had it sent to the store. Picked it up and and opened it when I got home to find it was a pair of shoes. Called customer service and was told to send an email with a picture and order number. I did that and was told it would be processed and then refunded and since I needed it right away she said i could call on a weekday and have it ordered. Called on Monday and the guy refused to order and lies to me saying it automatically would when the wrong item request was processed. Every person I have talked to since then has told me something different some said I didn't have to return shoes and others said I had to and they would email return label which never happened. It got to the point that they started ignoring me emails and facebook messages. Extremely rude and unprofessional. I just want a refund for the item I was supposed to get..

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Y
10:51 am EDT

Forever 21 order status/ shipping / rufus

9/29 I ordered to ship to a store in QuakerBridge Mall. I got an email 10/3 stating it had shipped and would be deliver 10/8 ( holiday) I called and the store told me it hadn't even shipped from what they could see. I called customer service 10/12 and they stated they do not have tracking when shipping to a store ? 10/15 wanted refund told3/5business days. Requested supervisor contact. Never called 10/19 asked to track refund and asked for another supervisor call said they emailed store - called store they have no email. Horrible customer service and I'm an taking legal action

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N
4:52 pm EDT

Forever 21 exchange

The system was down at the store and the signs on the store said no return and no coupons but nothing about exchanging a size. I drove 30 minutes to the store and waited 20 minutes in line to get to the counter. When it's finally my turn, I'm immediately given attitude and the cashier was so rude before I even said I needed to exchange sizes. She told me she couldn't help me and didn't apologize and just walked away without saying anything. I didn't get her name but I am very upset and would like to know who that cashier was. She had glasses, long brown hair, bangs, and part of her hair was in a bun. Horrible service from her.

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V
4:13 am EDT

Forever 21 horrible customer service and employees

On Saturday 10/07/2017 around 8p.m. I was in the store looking at clothing on a table & there was a long bench that I was looking around and your employee scream at my niece to get off the bench she then continue to speak with curse words in front of my niece. She was wearing a maroon shirt & jeans tall women with yellow landyard. She didn't even give us a chance to look at clothing we had just walked in to the store Forever 21. I was trying to get her name but she did not give me her name she denied her identity. Then she proceed to tell me that we needed to move out of her way. She said we needed to leave the store because we had messed up the table & drop the clothes & we need to move now because she had to clean up the mess we supposebly made. Mind you my niece feet hurt really bad & she thought it was a bench she could sit on while I look at the clothing that I wanted to purchase for my niece. We were on a shopping spree for her birthday. We had berely walked in & she blamed us of something we didn't do at all. She could have allowed me to keep looking at clothing but we were not allowed. She could have gone to the other end of the table to pick up clothing but she stood next to me & was verbally harrasing me to move. My child & I stood back allowed her to clean and she angrily pulled the bench & hit me and my nine year old niece with the bench. She did not apologize at all to any of her actions. I honestly felt like she wanted to attack me she stood next to us the whole time being very rude. I had to explain to my nine year old niece that the young lady was very upset that she sat down on her bench. I told her just ignore her attitude the employee maybe she has had a rough day & is tired. Your employee heard what I was saying & got upset & laughed to where she kept disrespecting me and called me a" [censored]en [censored]" seriously not a good example at all. I was very upset at this point & she knew what she was doing wrong & she then walked away. I looked at her when walked away because I was afraid she would attack me from behind so I kept looking to what she was doing and what she wanted to do at this point. So I do not keep my eyes off of her and she is walking away she looks at me really ugly up & down. I'm not sure what else she wanted to do but she went & told another girl in the dressing room with a jean hat to come clean up the same table that she had already cleaned & we were trying to look at the clothes to buy but now the second girl was following us & looking at us ugly. I really felt very uncomfortable at this point. Yet trying to remain positive & continue my shopping with my niece & her mother that was a witness of your employees horrible customer service. We decided to walk away from table where we had our intrest in purchasing but now another employee was on guard might as well place a don't sit & don't touch anything sign. We were force to walk away else where in store & as we are walking around looking around & then second girl was telling the cashiers in the front about our situation and laughing. So at this point I continue to ignore & go downstairs to keep my shopping & we had no interested in the clothing downstairs so decided to go back up on escalator on second floor. Then the girl with the jean hat & white shirt, with blue jeans was going down the escalator she was following us keeping a close eye on as like if we were stealing. After this very horrible experience I didn't want to allow my special moment to be ruined by your horrible employees & horrible customer service. I continue to look at clothing but the same girl continued to harass us keeping a close eye on us as if we were thiefs or if we had done something to her, honestly felt discrimanated. My poor niece had to experience this horrible situation. Again like if it was us that did wrong from the very beginning. Never will we want to go back again to this type of store. Worst experience for my niece, her mother and myself. I will not reccommend to others & will not take my business to Forever 21 Galleria Houston very dissappointed. Worst experience for my niece a nine year old child to go thru for her birthday shopping spree.

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L
3:50 pm EDT

Forever 21 physical abuse and harassment to employees

I dont work for them, thank god..but my daughter does. I have seen managers yell insults across the store to cashiers. Now one of them literally shoved my daughter when she didnt feel she was ringing up a customer fast enough. She shoved her over and sai d "you can just leave". Forever 21 has long record of abusjve treatment to employees, i dont even know what to advise her on this one.

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10:24 am EDT
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Forever 21 inappropriate employment practices and job discrimination

My son has been an employee of the company since June 2018. This is his very first job and he was really looking forward to this. Since week one he has had one issue after another. The first Saturday that he worked a manager got mad at him for following the directives of another manager on duty and sent him home. Since then it has been one thing after another. Where do I start? First, let me say that the managers refuse to give the employees their last names and I have no idea why this is.
Manager issue#1: Kierra, the manager over the scheduling, dislikes my son for some reason and refuses to give him adequate hours. He is working less than 15 hours a week when he is available to work 40 hours. She has outright told him that if she was head manager that she would have fired him already, so her solution is to keep him off the schedule. There have been times went he was scheduled to work, paid for an UBER to get to work, arrived on time, and was told that he was taken off of the schedule. Nope, they did not allow him to clock in either. There have been weeks where he has not been on the schedule at all, literally no hours for the week and one or two days for the following week. Still not totaling at least 20 hours on a pay check.
Manager issue #2: Eve, one of the shift managers. This woman constantly uses derogatory language when speaking with my son. She has also sends him home in the middle of a shift, with no true justification. Yesterday she outright told him that if he didn't like it that he should just quit. When the head manager came over to see what the problem was she changed her tune.
Manager issue #3: Cole (Nicole), a shift manager. Has sent him home in the middle of his shift for one reason or another.
There are other managers that he works with that never have a problem with him. They understand that when his area is clean that he goes and helps other coworkers clean their area, while keeping an eye on his. The head manager Tiffany has told him that when he works with her he does a good job so she does not see the problem with the forenamed managers . He has complained to her about his schedule and I believe that she has spoken to Kierra, however, nothing has happened as of yet. This is ridiculous. We have called corporate office and was referred to another number, but have not made contact with anyone that can help us out. I am ready to put my attorney in their lives. No employee should have to endure this type of treatment at a job. Because this is his first job he does not understand how to really handle this situation and he does not want to get fired. He informed me last night, after he was sent home by Eve AGAIN before his shift (5-close) ended, that they have never followed to procedure that was laid out for them at orientation. No warnings, discussions, write ups, or follow up discussions. They just send him home, cut his hours, and treat him like trash. This is not okay and the company will never get another dime of my money. Not even for a gift card.

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Y
9:40 am EDT

Forever 21 online order

Placed an online order on 9/2. Selected "ship to store." Today is 9/15 and the order hasn't arrived but the status has been shipped for two weeks. I did and online chat and they were less than helpful! They have no answers as to when/where. Clearly Forever 21, couldn't careless since my only option is a refund or wait longer! Oh, I also have to wait 5 days while they "follow up" on the order. I would cancel, but my 14 year old was really looking forward to it.. worst customer service!

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J
5:44 pm EDT

Forever 21 missing order

I placed an order online with Forever21 and paid to expedite the shipping... FedEx said the shipments arrived but I did not receive it and now just wait 2-3weeks to receive a "ruling" on what to do next. I'm out of the country starting next week and rush ordered this to wear to a wedding and now will not have the items in time nor will this be resolved before I leave the country!

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J
2:22 pm EDT
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Forever 21 order stolen upon delivery

Order #: [protected]
Customer name: [removed]
Date of Incident: Tuesday, August 28, 2018
Courier: FedEx
Address: [removed]
Time of Delivery on statement: 11:25 am
Option to add preference/additional notes to delivery: N/A was not available on online shopping order or tracking information

Package was delivered at 11:25 am and left at the front door (no option was given on the online order to otherwise request differently) and was stolen in-between the time when customer went to retrieve package at 12:30 pm - no one was at the residential address to receive package.

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J
11:27 am EDT

Forever 21 service

I am a true Forever 21 shopper and have always loved shopping in the Peachtree Mall location, that is up until a couple of months ago. I go in now and the store is a mess, racks everywhere, trash on the floor, even the associates look sloppy. I shopped one day last week where the store was actually clean for the first time. I went back in this Saturday and there was only 2 associates in the store, no one to help in the fitting room and again the store was a mess, one cashier and one manager ! I do not know what has happened in that store but I do not like shopping in here anymore, you need to re-train your staff on customer service to include your management . Had some questions about a dress I was trying to buy but the store manager was too busy watching a video on his phone to help me and the associates we just laughing about it. I will not be back in here shopping until this store gets back where the store was, clean and customer service friendly.

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T
6:35 am EDT

Forever 21 dress you can see through

I bought a dress from Forever 21 a while ago only to put it on before an event and realize you can see my Whitley back side. Cheeks and all. I know it has been more than 30 days and you guys have a pretty rigid return policy but it really bothers me that I spent $30 on this dress and can't wear it. It's brand new with tags. Can you guys help me replace the dress or refund my $30?

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4:02 pm EDT

Forever 21 employee

I experienced a very unpleasant experience at checkout at Roosevelt Field mall with cashier Tyricka, got up to the register and no greeting then when my total came up on the screen she did not say how much my total was, she just stood there like her lips were glued with crazy glue, then I payed my total and she just handed me my bag without saying anything again. They really need to hire people with customer service skills, service is terrible.

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11:12 am EDT

Forever 21 i'm complaint about service

Happened at 12Aug2018 (sunday) Afternoon serviced by chashier name Nor Mahsuri. I'm using my student card to get 10% discount as before I purchase yours item. And I know was my mistake i forgot to bring IC out and just have student card without photo. This chashier was using very bad attitude and bad voices and no manners while i purchase at that moment.

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S
7:13 pm EDT

Forever 21 hr services, king of prussia store services

I used to work at the King of Prussia forever 21, I quit June 16th because I was assaulted by a customer while the manager just stood and watched, I signed a resignment paper stating I would receive my check in the mall. It is now a month & a half later I still haven't gotten my check I called the store 4x they said they mailed it. HR had me scan a paper and email it to a email that doesn't even work anymore. These people are rude, unprofessional and if I don't receive my check I'm sueing.

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S
5:39 pm EDT

Forever 21 online service

I placed an 8 item order on wed 7/25 which was confirmed with conf #[protected], the next day I received an email that my order was canceled with no explanation as to why. I also used my $15 reward which was not returned. I the called the number given in the email which provided no help & said it was a sensitive issue and I needed to call my bank (forever21 credit card). I called them asking what the issue was & they stated there was not a problem on their end & that credit was available (which I already knew). The representative called the catalog discussed that they were not at fault for the cancellation and the catalog rep approved for my order to be reordered & stated they would take care of the shipping for it to get to me faster than the standard. After getting that done and receiving a new conf # I realized my items were not the same price as the first order (more $) but I didn't want to get back on a extensive call so I didn't bother. Four hrs later I get another email stating my order has been cancelled again! The process starts again call, representatives, catalog etc. They still have no explanation but they said they will escalate & give me a call in 24-48hrs. After being on the phone a total of 2hrs I get transferred to rein who stated she was the highest supervisor I could go she told me the same thing about she would look into it & escalate my concerns (I thought she was who I talk to when things escalate, she was the supervisor right) then tells me rudely she is not expediting shipping (even though that was the comp given from the previous cancel). This order was for my son that needed them by a certain date & forever 21 failed at providing customer service because I still don't have my order or an estimate of when I would/will not an explanation.

Dissatisfied customer
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6:19 pm EDT

Forever 21 rude employees

A group of girls me including, went to go ask one of the employees if we could get a discount because many of us had the same piece of clothing because it was for a quince.We just wanted to know if we could of gotten the clothing for a cheaper price.And as soon as we left the cashier very rudely the employee said "this isn't a charity for us to be giving clothes for free" in the mostly rudest way.we simply asked if we could get a discount, not that we "needed" it.She was a young lady with blonde dyed hair and had brownish hair on top she had a pink shirt today on 7/26/18.I didn't pay attention to her name but, I would have wished that we were treated with more respect but this young lady found the need to answer in such an unkind way.This took place in the forever 21 that is in the HIP mall.

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10:13 am EDT
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Forever 21 top/pants outfit

I ordered a mustard outfit for a trip. Recieved order the outfit was Navy..that was just the first thing. Contacted customer service about returning outfit, they said it would take 4 to 6 business days, so I said I would order another one and they could refund me when the wrong one was returned. No, that wasn't good either, I bought the original at $41 they wanted me to pay $58 for the new one and on top of the $17 difference they wanted me to pay over $20 to have it shipped express. So their mistake was going to coat me $38, the lady I talked to seemed to think that was no big deal. Told her nevermind I would keep the wrong color, just never order from them again. Opened the package and no top, just pants..really. Contacted them again to let them know I would be sending the pants back and I would be expecting a refund. This is the worst customer service I have ever encountered.

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10:02 pm EDT

Forever 21 service

This is the 3rd time I have encountered this particular cashier at the Forever 21 at arrowhead mall in Phoenix. Keyona, the cashier is one of the rudest cashiers ever. Definitely should not be in customer service. She did not say hello, she didn't ask if I found anything alright. This time I brought my mother with me but I never told her I've had bad experiences with this cashier. My mom had a question about something and Keyona just looked at us like we were dumb and didn't even answer the question. No smile, very negative attitude and just threw our bags at us! Did not say goodbye, thank you or have a nice day or anything like that. I cannot even begin to explain how rude she was. Next time if I'm in line and get her as a cashier I would like to wait for the next available cashier.

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8:42 am EDT
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Forever 21 denim pants skinny jeans

My daughter and I purchased the pants yesterday. She was getting ready early in the morning for sea world. She put the pants on, as she was buttoning it on. The metal button fell off. It actually broke off the the connecting piece that was still attached to the pants. That's a first for me. I've never seen something so cheaply put together. I will be returning the pants today but will never purchase a pair of pants at Forever 21.

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12:37 pm EDT

Forever 21 two t-shirts

I ordered two shirts with a gift card online. I changed my address because I moved a couple months ago and completed the order. I checked my order a day later and it is being shipped to my old address in Florida and I live in New York now. I called the contact us number and it was no help. I still don't know what I'm going to do about it. it is terrible that it did not change my address. forever 21 customer support is no help!

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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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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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Forever 21 contacts

Phone numbers

1888 494 3837 1800 953 142 More phone numbers

Website

www.forever21.com

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