Forever 21

Tierra of Woodbridge, VA November 3, 2009

i have an issue with the return policy at forever21. I am a young teen girl that shops at forever21 all the time. Sometimes I purchase an item and later change my mind about the item and can no longer return it and get my money back. Forever21 is popular then it was 3 years ago. I think the return policy should be changed and you should be able to get your money back.

I know alot of people other then myself have a problem with this issue. I think forever21 will still make money no matter the circumstances. Just because I return an item doesnt mean I wont come back next week and spend 200 in the store. As long as forever21 stays up with fashion I will also be a frequent customer.

Susan of toledo, OH October 10, 2009

I had purchased a white, beaded shirt from Forever 21. After a couple of weeks, I was unsatisfied with the appearance unworn item. I then proceeded to call the store and ask if it was possible to return this item without bot tags and receipt. The store manager Heather, was seemingly understanding, and assured me she could help as long as the purchase date had not exceeded 21 days; which it had not.

Once I arrived at the store, this Heather character acted as though we had never spoken at first. Realizing that she was willing to go against company policy, she began to speak down to me. It was very embarrassing that Heather had to handle the situation so openly and poorly in front of other customers. I had only asked of her to explain the policy further, and she was very troubled about this.

I am greatly appalled about Heathers competence as someone working in customer service. I of course called the store once I returned home, and asked for the contact of the District Manager, Heather produced an incorrect telephone number. It is greatly troubling for me to understand how this woman is a store manager, when she is incapable of managing herself.

Brittinie of Portland, OR October 7, 2009

On October 6th, 2009 between 7:00pm-8:00pm. As a customer, my friend and I walked into the store and within less than 5 minutes one of the employees who we happened to know informed us that her manager asked her to follow us around the store because the assistant manager believed we were going to steal! How can she think that within less than 5minutes of us being there? I know why. It's called racial profiling. We are African-American and once again shopping while black is a negative experience in Portland Oregon.

Jimmie of Springdale, AR September 18, 2009

I wanted to purchase a young mans vest that was on display [with price tags attached.] The manager,Ms. Smith refused to sell it as it was the last and on a mannequin.I reminded her that it is fraud to display a product that is not for sale. She still refused stating that it their store policy. If this is true, it should be changed as it IS fraud! Also in this economy when businesses are struggling,its semms silly to miss a sale on an article that is the last in the store.

Elizabeth of N Chatham, MA September 12, 2009

I was charged twice on my credit card for the same items amounting to losses of approximately 35.00. Instead of just fixing my issue after a long phone call I now must inconveniently bring them my credit card statement and they did not know how long it would take to resolve Forever 21's issue. My economic losses are approximately 35.00 until they fix it plus the gas it will take me to drive to the Cape Cod Mall and lost time. I am a student and I work full time and I now have to go back there and complain again to try to resolve this

Amanda of Sterling, VA September 11, 2009

Yesterday I purchased several items at this store. I was in a rush and couldn't decide between three different belts to go with a dress I had at home and figured I could try them out and see which I liked best and then return the other two. I even mentioned this to the cashier, but it was only AFTER he had charged my credit card that he explained that Forever 21's return policy does not allow items to be returned for cash or for the amount to be credited back to my card -- it's store credit only and just for 21 days. Never have I ever heard of such a policy outside of clearance sales, street vendors, or stores going out of business. I actually had the cashier repeat the policy to me because I thought I had misheard him. Nowhere in the store is it posted that this is their policy and I thought it was quite convenient for it to be mentioned after I had purchased the items. Today I called Forever 21's customer service line to lodge a complaint and was told after holding for 10 minutes that all complaints must be in writing via the website, where I am sure my complaint will be ignored. In exchange for my 30, Forever 21 has just guarenteed that I will never do business with them again and I will let all my friends know about this sneaky return policy.

Victoria of San Diego, CA September 2, 2009

I often shop at Forever 21 because I like that they have affordable prices. However, I have noticed that recently they have become stricter about their return policy. Since a while ago, they have let customers know that there are no refunds, only exchanges. This is acceptable to me, since I shop there every once in a while. However, recently I shopped at the mall with a friend and stepped into Forever 21, picking up 2 items. I thought I'd go ahead and buy them and try them on at home since I could just get my store credit back if I wanted to return them.

The clothes didn't fit right, so I bought them back 22 days after my purchase. The cashier then told me that exchanges could only be made within 21 days of purchase, and that after that, it would be a final sale. Even though she was the head cashier, she told me that there was nothing they could do.

I admit that I did make a mistake in not reading the return policy on the receipt, but I thought that if I had the receipt, it would be fine to get store credit. I think it is human to make mistakes. Employees and customers make mistakes sometimes, but it was clear that I was a repeat customer since I already had a card for store credit. Maybe I feel this way because I've been working in the hotel industry, but shouldn't employees do more to help their customers?

The cashier told me again that there was nothing that she could do. I understood that, but I asked for her to refer me to someone higher whom I could appeal to. She asked if I wanted to talk to the manager, and I said yes, or I would even take a phone number for whoever was above the store itself. I just wanted to be helped. I don't want to give up and be stuck with items I don't want. I still have store credit for Forever 21, but I am hesitant to use it due to this bad experience. I wish that Forever 21 had better customer service and was more willing to help their guests, especially when they become upset.

Kathy of New York , NY August 29, 2009

on 8/25/2009 I went to buy a skirt from Forever21 . The skirt did not have a tag attached to it . I asked a cashier if there was a problem and she said no. The cashier keyed a code shown on a fabric attached inside a skirt in the system and was able to retrieve its price. I paid and she gave me a receipt.

on 8/27/2009 I went back to the store to return that skirt since I found some defect on it ( I did not see that the day I bought it) . I showed the cashier the receipt but she did not allow me to return it. She said the skirt had no tag and receipt is not enough. I told her there was no tag since before I purchased. She said there was nothing she could do. She claimed if it had no tag it is a final sale. She said it was my job to make sure that the tag was on. I told her the cashier at that day knew there was no tag but she did not mention that this would make an item a final sale.

The cashier said when i found there was no tag it was my responsibility to tell a cashier to put the tag back on. To me, this doesn't make any sense. If the cashier never told me that the item without a tag is going to be a final sale, how can the store expect me to tell the cashier to put the tag back on? I'm a customer who spend money on their products . I'm not working for the store and my job is not to know their work process and tell them what to do.

If the store can sell an item without a tag, the store must allow the customer to return it otherwise the store should not sell it. After selling an item without tag , the store should not use the policy that says the item to be returned must have tag because this policy only applies to the product with a tag when purchased. I told the cashier this is not fair. She then told me I could exchange to a new product and that product will be final sale. And that product must be with the highest price from what I am going to purchase ( eg if I purchase 3 items, the item with the highest price would be a final sale).

This is so outrages! The whole thing is not my fault . She said she knew but this is a policy. The store tricks customers by selling items without tags not informing customers about the consequences of purchasing a product without a tag. Not only the store not allow customers to return it , they blame that it is customer 's fault and put the responsibility to the customers.

By the way, I noticed the item I purchased more that day with the highest price also has no tag. So I fell into the same trick twice! I ve been a customer there over 4 years. And I spent a lot of money on that store each month . This is so wrong. I will ban this store and never go back.

ASHLIE of SAINT PETERSBURG, FL August 25, 2009

I placed an order online at forever21.com, once I checked out, I was sent a confirmation e-mail. A day later I recieved an e-mail that stated my order had been cancelled due to my billing address not matching my banking institution's info. They managed to charhe my bank account 66.51.

I called to dispute the charge and was told that the charge would reverse itself within 1-2 business days, however, the charge was not removed even after one week! I tried calling their 800 number to resolve the matter, but I continue to get a busy signal, for 3 beeps, and then I am disconnected.

I was forced to send them an e-mail through their website, and I am infuriated by this whole matter. Who knows how many others are being charged or overcharged by this greedy company. The store here in my area has a horrible mildew problem, and the employees say that the corporate office does not care, and has taken no steps to erradicate the problem.

I will never shop with them again, and I hope all those who read the compaints about this company heed our warnings and woes as well.

Nicole of Brooklyn, NY August 18, 2009

I purchased a bracelet on saturday that was defected and I was unaware of the defect until I tried to wear it and it popped! When I went to return it I was told they don't return jewlery and assesories.. This info is on the receipt but I really think they should say something at time of purchase because I just wasted money for something I didn't use... The next problem is the phone.. I have called this store numerous times and they seem to have a hard time answering the phone. They pick it up and drop it back down in your ear.. Try it and see what happens to you.. If they pick up the first time try right back after the call...

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |