Forever 21

monique of east longmeadow, MA July 24, 2009

My daughter bought 4 items from the brand new store at the Holyoke Mall. Two dresses, a jumpsuit and a shirt. All items were for graduation parties and events in the spring and all items were not immediately worn but rather saved for the occasion. One by one as I washed items worn only one time I noticed a flaw in material in all 4 items. Not damage done by wearing. Runs in material, seems letting loose at the zipper, unevenly sewn belt etc. My daughter wanted to return the dress for an undamaged one but was 26 days after the sale instead of within the 21 day return policy. She was promptly told by many that their was nothing she could do.

I called the store manager Tara and explained the flaws in the material. She stated their was nothing she could do. I was angry and asked if the clothes were meant to be "one time wear" only or disposable. She stated she would check into this and return my call as all I wanted was the same dress. She said she would call me back. When I asked why she didn't ask for my name and phone number she stated it was on caller ID. Surprisingly...I never heard back from her. I know items in this store aren't superior quality as other stores may be but I do expect that an exchange be made on something that doesn't last for one wear.

Maria of Tallahassee, FL July 17, 2009

After the cashier rung 2 t-shirts I asked her what was the "return policy" and she told me that all sales were final, I requested for my card to be credet back. the maneger (who could not be older then 20) refuse to give me the credit back to my debit card. I informed the maneger that I was not informed by the cashier about the return policy untill I asked. He was very surcastic with his responses, I left the store with out the merchandice and no credit. The maneger took my money.

Becky of Peoria, AZ June 28, 2009

I purchased a gift card for my grandaughter on 6/26/09, along with another cash purchase for merchandise. On 6/27/09 she went to the store to use her gift card. When paying, she was informed that the card was not activatied! Recepiant called her mother to come to the mall to pay for purchases! The mother had to load 3 younger children in the car (including a 2 month old) drive 6 miles to the mall to pay for purchases not covered by gift card paid for 1 day earlier! This proved embarasing for recipiant and giver.

Financially the parent was now out the purchase price. Grandmother has spent 2 hours trying to correct problem. Store assistant manager, helpful-(Sarina Labata) offered 10% discount on next purchase. Not acceptable! Only means future sales for company-not restitution for money taken and not given in merchandise as required for gift card purchases! This is the second time this has happened to the same family from the same Forever 21 store location! No more purchases should be required to redeem gift card purchase price! Computer problems is not an acceptable excuse! Remember--word of mouth is powerful!

Karen of St Georges, Grenada June 25, 2009

I placed an order online since about June 7 for about 242. As I am using a credit card issued outside of the US, I was asked for the transaction authorisation #, and provided same. Since then, I have e-mail forever 21 several e-mails; no reply. I have tried calling them, but was only successful on an occasion last week when they said it was in their warehouse but they did not yet have a tracking number. The status on the site says packed. They no longer answer their customer service lines; you are forever on hold for an agent to pick up.

I need to have my money refunded as I no longer desire the items, which I have told them in e-mail already but have had no response.

CINDY of METAIRIE, LA June 18, 2009

I purchased 2 T shirts from the store, I did't know about their return policy. When I went back with the shirts to return them, that is when I was told. I told the manager that with a policy like that, it should be on large sign behind the registers.

Maria of los angeles, CA June 9, 2009

On 06/06/09 @7:33 I walked in this store to look around after seeing a dress that I liked but trult felt was not going to look to my liking I told my partner I didn't want to try it on so that I wasn't disappointed. A store employee (Manager) then looked at me and said. "Oh have you tried our new store"? They carry +sizes and because this store tends to be for younger girls. Trult I felt offended and humiliated with my partner & other customers around. I didn't say anything there. However the more thought I put into it the more disturbed I felt.

Once I arrived to my house I called the store and requested to speak to the store Manager. To my surprise the employee that I felt insulted by was the Manager. I told her how embarrassed I felt her response to me was that she was instructed to direct customer to the other store. I then asked her "But were you instructed to tell them they were fat and to old to shop there? At that time she had nmo response other that I misunderstood. I am 5'2" wighing in at 156 lbs. I don't think that it was her place to say such thing about weight/age her job is to help the customer not discourage them and insult them.

Kenah of Newark, NJ June 5, 2009

This store has the WORSE customers service EVER. In april my father took me shopping. During this visit we ended up spending well over 400. Once i got home i realized a hat that was purchased and on the receipt was not in the bag. I called the store and gave them the time the purchase was made (which was about 2 hours earlier) and the name of the cashier and asked them did they see the hat. The cashier asked me to verify what i had on who i was with and what they had on. at this point my mother got on the phone and questioned why all this was necessary the woman told her she had the hat and that they would hold it for me.

i attend boarding school and my parents work 2 full time jobs so getting this hat wouldnt be an easy task. a while i was at school i realized that a dress and a pair of jeans i bought fit horribly and made a mental note to return it once i got back home. when i came back home i bought the clothes back to a forever 21 at jersey gardens mall and tried to make an exchange..i was told i could not exchange the clothes because they were by 12 by 12 and they didnt carry that brand. i went to the original story and tried to exchange the items and get the hat that they had left out while bagging my clothes. after the hat was returned crumpled and crushed i was told i could not exchange my items because i was 3 days past the expiration date..my mother asked to speak to a manager (who didnt look a day over 19) who told her the same thing..i am very upset. these clothes do not fit and all i want is a few tshirts in exchange to wear for the summer. i work in retail part time and i know that they are more than able to exchange clothes even a year after they are purchased with the proper tags and receipts..I HATE FOREVER 21!!!!

Tiffany of New York, NY May 29, 2009

I bought a top a few days ago and realized I didn't need the item so I literlly went back in 30 seconds later to return it and Lisabett the manager was not even willing to refund my money. I have bought a lot of clothes from forever 21, and think their return policy is ridiculous considering that a lot ot the merchandise they sell is low-quality and in terrible condition. I have at least two shirts that have holes in them. The customer service is terrible, they are not pleasant at all and are not even willing to compromise with you. I guess this is just one company that DOES NOT BELIEVE IN CUSTOMRER LOYALTY! They sell cheap clothes and keep your money even if their at fault. The managers are nonchalant about complaints and could care less. They just say, this is the policy and I don't see how a they are legally allowed to operate this way considering that they are in violation of state regulations by selling damaged clothes.

Gabrielle of Latrobe, PA May 28, 2009

I bought four collared shirts from Forever 21. I am a frequent consumer of this store. It turns out all four were too big for me and I lost the receipt. However, I took off two tags but saved them. Anyway, I went to the store with the shirts and brought the two tags. When I went to return it, the manager told me I can return the two with the tags and get store credit. When asked about the other two shirts that did not have a tag she said I could not return them at all. I asked "even if I have the tags with me?" and she said no. I have never heard of this. What is worse is that this was the manager. I was very furious and told her that the policy was silly. Has anyone else ever have this happen to them? I don't know if I should try another location or if I should call a certain number. AH!

Sybil of Taylor, MI May 28, 2009

I am an occasional shopper at Forever 21. Recently I purchased some Gold Sandals for 7.50 at 23000 Eureka Taylor, Michigan store. I wore the sandals one time and they had broken at the end of the day. When I looked at the sandal to see what was wrong, I noticed there was a malfunction in the shoe. On the left shoe the metal part where you stick the strap thru was made different from the other shoe. It had broken off

I called in and spoke to a manger named Andrea, which she was no help. she told me to take the shoe to a shoe store and pay a small fee to repair them, Because you cant return a shoe that’s been worn. But I find it very disturbing that Forever 21 sold me a shoe that had a bad malfunction and would not replace it, but give me the advice to go spend more money on a product that I thought was dependable.

I feel like Forever 21 just took my money and don’t really care about good customer service. I would have continued to shop at Forever 21, but because they were too cheap to just exchange & give me another shoe. I will not spend another dime at Forever 21. I will also encourage others and tell them about my ordeal. I really wish this situation could have been handled differently, Because you would be surprised how much money a person could invest in your company over the years buy your products. Forever 21 is losing a good customer, all because of 7.50

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