Forever 21

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...

Hee of Lewisville, TX August 12, 2009

I just bought an item (a black sweater) from Forever 21 at Grapevine Mills Mall. After one time wearing this sweater, my purse and my white short got stained badly from the black color of the sweater . And I can not remove the stains from both my short and purse. Even after I washed the sweater, it still produces the stains to my other white items that I wore with it. (((((Even stains my skin!! I had to take shower twice to remove those stains from my skin))))))

joyce of san Luis Obispo, CA August 11, 2009

It was advertised on our local radio station 92.5 fm that for the grand opening of forever 21 they were going to give away gift cards to the first 400 people in line. After waiting in line for about an hour we were let in to the store. I asked a clerk where was my gift card she said "We only gave out cards to the first 200." I call that false advertisement. They advertised this promotion for a week and they told us about the gift card in the store prior to the Grand Opening.

In additon, later that very day the station was still advertising that the 1st 400 would get a card. The economic damage is lost of work time while waiting in line. Emotionally I feel cheated.

Larissa of Phoenix, AZ August 5, 2009

I do not choose to shop at forever 21 because I expect high quality, but because I get sick of wearing a top after 2 or 3 times. Their price point is perfect for a top you want to wear once and then donate to goodwill. HOWEVER, I attempted to purchase online and not only is the website poorly set up for shopping and views of the product itself there is no customer service at all. I received an email saying that my order had been cancelled due to credit card billing issues. I shop online frequently and had made several other online purchases that same evening that all processed without any issue.

I spoke with my bank and verified they had the correct information for the credit card I used. I looked at my online bank account statement and saw that Forever 21 CHARGED my card, even though they were the ones that initiated the cancellation of my order! My bank cannot put the money back into my account until it has posted to my account and it has been a pending transaction for 6 days. I am disputing the charge with my bank because Forever 21 will not reply to my emails, or answer their customer service line to assist me.

Obviously the clothes are cheap, but the customer service and support is even cheaper. I call the customer service line and wait while the phone rings for 10, 15, 20 minutes. NO ONE EVER PICKS UP. I am absolutely refusing to shop here. How can a company want to sell merchandise but not take care of their clients? I would rather go to bebe and pay 40 more for the same top because I know at least someone will help me or at least answer the customer service line.

Kimberly of Huntington Beach, CA August 4, 2009

The sales person rang up our order and forgot to add the 25 gift card... I ask wait to you already run my card she said not to worry it was canceled. When I got home there were 2 charges pending against my card... I called with concern all they would tell me is not to worry the 142.00 was not charged it will clear up in a couple of days. The facts are 142.00 is being held up from my account unnecessarily. I spoke to the manager who had very little to say other than this has happened before to previous customers. This answer is NOT a solution I explained canceling a transaction after swiping the card creates a pending transaction in affect holding money that does not belong held. I asked wouldn't be better for their sales clerks to finish the transaction letting the customer know it is to there best interest to have to correct transactions against there card letting them know what can and did happen...

Clearly the manager said it had happened before defending her sales clerk basically saying its okay to hold other people money up. Imagine if this was a 500 transaction error the amount of monies held up 1025.. Its simply not acceptable!!! Sales clerks should not be allowed to just run credit cards over and over like that... They should think about what they are doing they are the ones running the machines... Managers should better train their employees and CORPORATE should not allow this kind of business to go on!!!

Nana of Camden, NJ August 4, 2009

One of the employees of the store would continually say racist comments to me and would not leave me alone when I got angry. Whenever he did this to me there would always be someone in the background laughing hysterically. It seemed like many people knew and they never did anything to stop it.

Cat of New Smyrna Beach, FL August 2, 2009

On 8/1/09 my daughter and I shopped at Forever 21 on LaSalle street. This was a big treat for my 14 year old who traveled to Chicago for a shopping trip. We spent a good hour in this store and we have shopped there and at the Michigan Ave location in the past. This is NOT my favorite store, but my daughter enjoys shopping there. I find the clothing to be cheap and not well made but she had a gift card and wanted to get a dress for a production we were attending later in the evening. She picked out a number of items and at the last moment she picked up a heart locket and the cashier rang up all the items (100) and we left and went across the street to our hotel to get ready.

My daughter dressed and got ready to put the locket on and she noticed that it would not close. I told her not to worry and that the sales associate had asked us at the time we checked out the we had 7 days to make a return she had asked also if we were from out of town. We took the locket back on 8/3 when the store opened and was told by the sales associate that jewerly was EXCLUDED from being returned UNLESS it broke in the store. This was completely unacceptable to me and my daughter knows how I am and she did not want me making a scene. This was just a 5.00 item but on this case it was the principle.

I left the store and decided NOT to back down and called the manager, Chasity. She agreed to let me exchange the item, which we did. The return policy in this particular store was posted on the register and if you had a magnifying glass you might be able to read it. How can they have a policy re: accessories only being allowed to be returned if they break in the store? This is not fine jewerly we r talking about but fun pieces to be matched with an outfit. Logic does not play a part into this policy and I will be writing corporate as well. I will also encourage my daughter to shop elsewhere!

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