About Forever 21
A link has directed you to this review. Its location on this page may change next time you visit.
- 3,772,050 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
AWFUL. They sent package to the wrong address. An address that their system likely somehow pulled from an old order. More than 6 years old. I asked the rep to look at my account on their website. It CLEARLY HAS ONLY 1 address and the ONLY address. But yet they ship it to some old address that's not even in my profile. Somehow their system messed up but I wanted to see whatever let's fix it. The guy flat out said NO! Okay buster. Then you won't only not get the chump change of a few dollars in shipping, how about you not get ANY of my money. What a bunch of untrained incompetent business people are these?
I placed an order for my daughter on 8/27 and it wasn't delivered until 9/28 after I had moved. I called numerous times and asked them to recall the package or update the delivery address with Fedex or refund my money. Today when I called they told me it's not their problem and they aren't doing anything. Nice company, ship my order a month late and it's my problem. I'm not planning to give them any more of my business and you shouldn't either.
Your customer service support is really rude and unprofessional over the phone. You guys need to train them more to assist your client. I will never buy any item with the company nor refer it to people. Why should I have to pay for an item that was bigger than the size it should be. First agent tell me it says it on ad where it doesn’t say it anywhere. Second agent tell me that's my problem as size it says is what I get and he don't care as there is no supervisor I can talk to.
My 11-year-old daughter LOVES this store and the prices are fairly cheap. We ordered online as this is during Covid 19 and the shipping was delayed (not their fault). My daughter is a small in every other brand but when the boxes arrived we noticed the clothes run small and we'd have to return them. I had 2 separate orders to return and was required to pay $6 per order to ship them! I can return them for free at the store, but we're social distancing. This stinks.
Went to a Forever 21 store a little far from my house about 40 minute ride but the items bought since I cannot try them in store, I decided to go home and tried them. After trying them didn’t like they way they fitted so I decided to go to the closest Forever 21 by my house so when I get there I had to wait in line, which I understand due to the circumstances right now but once I get in line to return the items they stated they couldn’t find the tracking information since I bought the items about 3 hours earlier. So they said they couldn’t do the return until the next day. Not cool after waiting in line twice, the place steaming hot. I don’t think this is fair that when someone wants to return merchandise you have to wait a day or so and that’s only for the return, not for the transaction to be credited to your account. Super frustrated!
Forever 21 charged me for no reason! Although I haven't ordered anything, I got charged! I have been trying to reach out to them via their website and phone number, but nobody returned my calls or emails yet (they say I should be receiving a response within 24 hours). The service is terrible! And I cannot understand how I got charged without any order or service!!!!
I had a problem with customer service trying to get in touch with anyone for 4 days with no luck. Their Online chat is not working. Then I emailed - no reply. Then contacted through Facebook customer support - only received robot answer that wasn’t solving my problem. Then I called and left my phone number to get back with me - no one did. After waiting 4 days I called again. Spent 1 hour on hold waiting - a girl finally replied. While explaining my issue to her, she hang up. I was a long time customer but no possibility of getting with a live person to solve the issue (which actually was with the website as it was glitching) makes me never want to shop there again. Now I have to do the charge back through my bank because Forever21 altogether ignored all the ways I tried to get in touch with them.
I’ve always shopped at Forever 21, and ordered online. My recent orders (three separate orders) status were changed to shipped and then a day later they emailed me that items and each of my order were out of stock. If it weren’t for these specific items I wouldn’t have ordered anything else. Why do they wait until AFTER they process orders and change the status to shipped to inform you that certain items are out of stock and won’t be in your order? It’s disappointing and annoying especially when they don’t process refunds as quickly as they take the funds out of your account for said items.
I ordered from Forever 21 recently and was extremely dissatisfied with the customer service I received after having a problem with my order. My order shipped from them on April 3, and arrived April 9th. I was extremely excited, being that I was waiting for new work clothes for once I am able to go back to work after this pandemic; and have always loved shopping with Forever 21 in the past. With that being said, once I opened the box, I realized a coat I ordered (that was on sale for the price of $33) was not in my package.
After trying to contact Forever 21 through their online portal on their website MULTIPLE times, although I am sure none of the messages I sent went through because all their page does is refresh, I decided to send an email to them. I sent multiple emails, up until April 16th, when I finally got a response. The email more so felt as if they were blaming me, and suspecting me of not telling the truth with not having an item in my package. They proceeded to ask me to send them pictures of the box etc. as proof, which I did not have because it had been over a week at this point and like most people, you take your items out once you get a delivery and don't keep the box.
On April 21st, they contacted me again after my recent response email back to them and now wanted me to fill out an Affidavit form, for them to even look into why my coat I ordered was missing. I was really confused with this customer service approach because it not only came off rude, but is not solving the simple problem of replacing the item, or refunding me. I even said it could be 100% store credit, because I would just rather re-buy the coat, or buy something else if it is not in stock anymore.
When the package arrived, everything was perfect. The box was not damaged, not tampered with, and everything I ordered was in there (and I ordered a lot) except the coat. I work in retail myself and have for years, and I know what it is like to just misplace something by accident or forget to put it in there, because mistakes DO happen. I do not think that the customer, like myself, should feel blamed for a mistake that I know had nothing to do with me, or even the mail delivery system. Sadly, going forward, I do not see myself supporting, recommending, or shopping with Forever 21 anymore after this, and now can understand partially why they may be going out of business as a company.
I recently purchased a few items on the Forever 21 app. I paid for them, got a shipping notification and was excited to receive the pieces. The item said it arrived to my city (via FedEx), but then never updated again once at the FedEx warehouse. After about 10 days, I contacted Forever21 via phone and the customer service girl said "she wasn't sure what to do". So, she referred me to other customer service members. They told me I had to fill out legal documentation (an affidavit) with all of my order information & return it to them within 5 days... I did so within ONE HOUR. They said that they'd be in contact within 2 business days and would be shipping replacement items. (I wasn't even asking for a refund - I just wanted the items I spent almost $100 on!) The item was ordered in March (March 23). The package's location was last updated on April 1st. Today is April 23rd. A FULL MONTH!!
I've written to Forever21 Customer Service 4 times since my original inquiry and haven't gotten a single reply. NO REPLY! Not even an automated reply! I've given them other email addresses in case there was an issue with emails getting bounced back, I've given them my cell phone number, my work phone number, my home address... I work in retail. I am the head of sales for a large national brand. I understand things go wrong. I also understand how important EACH ORDER, EACH CUSTOMER & EACH EXPERIENCE is for the end consumer. I've been shopping at Forever21 for over 10+ years. I am easy going, almost never ever return anything and am patient...but this is BEYOND. Truly the worst customer service experience I've ever had - with any brand.
So I ordered my daughter something on Forever21 on the 26th of March and 9 days went by and they still have not ship my merchandise and then they finally shipped it and then he told me that two of the items that I ordered was out of stock so my price was supposed to go down so on April 4th they took two payments out of my account. They took the payment that was originally and that was $132 and then the the money after they added the other two items that they took off my order that so it came up with $103. I look at my account and they took the $103 out and they took the $132 out. Of my account.. So after the two items was - out of my total amount it came up to $103. I cannot get ahold of anybody. It's impossible to talk to a human. I'm very upset. I want my money back. I will never order from these guys again. No wonder they're going out of business.
Here’s a brief outline of events which have me overwhelmingly convinced of never again doing business with Forever 21. These events occurred between January 8, and March 8, 2020: 1) I purchase an e-gift card to be emailed by Forever 21 to my daughter for her birthday. 2) My daughter never receives the email. A comprehensive search of email folders, including SPAM, confirms this. I track order on forever21.com - it shows “shipped” status. 3) I call Forever 21 Customer Service. Representative says e-gift card was emailed. They agree to resend email. I ask why an e-gift card has shipping and tracking info. Representative says they don’t know.
4) My daughter does not receive new email. All folders once again examined. 5) I call Customer Service. They say e-gift card was emailed. I explain situation. They say they will email gift card number and PIN. 6) I receive three emails, all with different gift card numbers and PINS. 7) I take my daughter to local Forever 21 to redeem gift card. Clerk says gift card numbers and PINS are invalid, and they cannot help me in store because e-gift card was purchased online, and they cannot refund my money.
8) I call Customer Service. They say gift card numbers and PINS are valid. I tell them what happened in store. They say they cannot help me and that I have to discuss this matter with the Phone Orders department. I tell representative that I never placed a phone order. They say it doesn’t matter, and then she proceeds to transfer my call back to the same Customer Service department. Another representative answers, I explain the situation, the representative says I have to get it resolved in the local store, I ask for a refund, the representative says they cannot refund my money, and then hangs up. 9) My daughter goes back to the local Forever 21 to try and resolve the matter. The store clerk says there’s nothing they can do to help. 10) I go to the local Forever 21 store, speak with the manager, who agrees to refund my money.
In addition to the aforementioned phone calls and visits to the local store, I also sent several emails to Customer Service, none of which were replied to, even though the website clearly states that emails will be responded to within 24 hours. In summary, I purchased an item which was never received, repeated interactions with Customer Service failed to produce any helpful results, my requests for a refund were repeatedly declined, nobody at the online, phone center, or brick and mortar store level could help me, my daughter never received her birthday present, and the only help I finally received was from a store manager who had to “break the rules” in order to refund my money.
I order here and there from Forever 21. The clothes are decent for the price. I made my first online return. A month later I had to email them to refund me for the return. They refunded me....$4 short of what the refund should be. Debating whether or not I will ever order from them again. Shipping speed is horrible. Not sure what is going on within this company, but they need to seriously address the issues.
Forever 21 has horrible customer service!!!! Cheap clothing at a reasonable price. When calling CS they connect you to a third-party call center & when you ask for an escalation department or supervisor they cannot transfer you. I placed two orders and paid $25 for next day delivery. They shipped out my items standard and not next day!! Deceptive???? Stole my $25. I tried to contact someone. Of course they’re closed or no one can change or fix this issue because the package has been shipped already. I refuse to ever ordered online from Forever 21 and if you order online may I was suggest that you thoroughly make sure everything is correct and that you call and make sure everything is clear. I thought that I was doing this and they still messed up my order for the 2nd x and I have a flight leaving on the day that they claim my package will be delivered. I am going to seek a complaint with the Better Business Bureau as well.
I could give a lower score, I would. I spent 85 dollars on 2 jackets and received free expedited shipping. I was expecting the order to be delivered on Friday of 1/17/2020. The order was marked as delivered but I never received anything. I sent 4 different emails to their customer service and received no response. I called 3 different times and was basically going in circles.
The first call claimed that the package was delayed in transit and would be delivered on 1/27/2020. After not receiving it yesterday, I called 2 more times and finally the third call said they would file a claim for me. This “claim” takes 8-10 business days for them to investigate and see if my package was lost. They could at the end of the 10 days decide to not give a refund. This has been the worst ordeal of any online ordering and I will NEVER order from this company again. Save your money and shop somewhere that has decent customer service. I am out 2 jackets and 85 dollars.
I ordered multiple items online that were delivered on December 7th. I decided to return a few of the items so I got a return label and put the items that I was returning in the mail on December 8th. All items had tags still attached and in original bags. I received a email from Forever 21 on December 26th stating that they would not be excepting my return because the items had been worn or washed. I immediately sent an email and followed-up with a phone call. I was told that my complaint would be expedited and I would hear from the return department within 36 hours. The total for the returned items was $49.70. On January 7th I finally received an email that they were crediting me $26.80. I have contacted the company via email, no response. I would be very careful buying from this company. This whole ordeal has been very sketchy.
I normally don't take the time to come and write reviews. But I am fed up with this company. I tried to still shop with them on behalf of my teenage daughter. But continuously, I stay dealing with issues from the online department. I returned one order ** in December and was told that their warehouse had received it and give it to some days to process my refund...I wait after a week of not even receiving the return acknowledgement email you get before a refund is completed. I call again and now the rep tells me it's in transit to the warehouse. I explained that It was already confirmed that they had it. The rep totally ignored me and told me to wait for an email.
Next I went to inquire about a second order ** I placed on the same day that I did the return, and he says, "It appears to be lost. So I'm going to email you some paperwork to fill out and return... then allow up to 10 days for it to be processed and your money back". Like why must a customer go through so much on an order that the company verified as lost. This is the 4th incident where I've had to go through problems of not receiving my items or money back. I'm starting to see why some of their stores are closing and they're filing bankruptcy. It's a turnoff for customers to deal with so much hassle. And actual brick and mortar stores are no better...messy, unorganized, and long lines with one poor cashier trying to check everyone out.
I purchased an egift card as a Christmas gift that was emailed to my daughter. My daughter was unable to use it online and after I researched the online options require a Pin number which is on the back of a physical gift card. Without the pin you can't purchase online so if there is no Forever 21 store close to you the egift card is worthless and non-refundable. What a ripoff scam.
I placed an order on December 12th. From reviewing Federal Express tracking information I saw that it shipped on 12/15, on 12/20 it was less than 15 miles from my home. Now it is located in another state and not expected to be delivered until 12/30. I will NEVER order from Forever 21 again. No excuse for this inefficiency. When I try to contact the company I keep getting re-routed to track my shipment but cannot online chat or speak with anyone to explain the reason for delay. HORRIBLE CUSTOMER SERVICE.
I thought I could trust them, because I paid thru Amazon....Amazon is investigating, and, tomorrow (Christmas Eve), I am going to call my bank, and the DA....they took my money, and I have nothing for my daughter for Christmas!!!! Thieves!
Whether the shipping is free or you pay for it, the shipping time is horrible. The site states 1-2 days handling time and 4-6 business days to receive an order. They should just tell people 4-5 days handling time and 10-15 days for delivery because that's how long you'll be waiting for your order.
I have placed 3 different orders recently (12/1,12/2 and 12/7) and have not received a single email regarding any items being shipped. I reached out via email twice and have yet to hear back even though on the site it states I would receive a response within 24 hours. I’ve ordered from Forever 21 multiple times and have never had an issue. Other retailers have the decency to email customers when they are expecting a delay in shipping. I have not been able to connect with anyone in customer service and it has definitely left me feeling frustrated and ready to spend my money with a retailer that values their customers.
I placed an order on 12/3 for a few items of clothing that are to be Christmas presents for my daughter. I tried to reach someone in customer service a couple of days ago to find out the status of the order, and I cannot get anyone to respond. I tried doing a live chat, was on hold for at least 20 minutes, and then got cut off. I tried calling the customer service number which is based out of California and was told the office was closed, even though I was calling within the hours listed on the website. I fear the clothes will not arrive in time for Christmas and worse, that I will never receive them nor be reimbursed. Does anyone who has had a similar experience know how to reach someone in customer service? I would love to be able to connect and see if the matter can be resolved. Thanks!
Palm Desert California store - We will miss you Forever 21. Store was spacious, always clean & organized, wonderful customer service, cute & affordable clothing and I am waaay over 21! This is sad, I hope you will come back! Forever 21!!
I recently was on the chat with a representative name IRENE regarding my order, that claimed to be shipped on 11/25/19. However it's 12/02/19 and the tracking has not updated, although it stated the today was my expected delivery day. So as I am writing her, she stops responding for a good 5 minutes. So I wrote, "Hello?". She responds "PLEASE BEAR WITH ME!" So I say "Okay". She comes back to say "Please advise that today was the expected delivery date, however that date can change at any moment." So I say "Well according to FEDEX, the status that it's in states "Label Created" and their websites state that, that means that the label has been created, but has not made it to FEDEX itself.
She proceeds to keep asking "Anything else?" Then ends the chat as I am still typing. Now I am canceling my order and will not be giving them no more money because, that's ridiculous and rude. I am just trying to figure out what's going on with my order because again it's been stuck at that same status for a whole week now.
Lately the quality of the products online are even worse than before. The price is increasing but the quality is getting worse (yeah I know, didn’t think it was possible). Once I ordered a bunch of items online, and some of the items came with tags that didn’t even say Forever21, it had some cheap off-brand name. The worst is their shipping wait time!!!! COME ON NOW FOREVER 21, IT’S 2019, THERE ARE NUMEROUS SHIPPING SERVICES THAT CAN BE UTILIZED. I shouldn’t have to continually wait two weeks for my merchandise to arrive!!!! Last 3 orders had to be taken back. LOST A CUSTOMER!
I paid for express shipping and even though the tracking number PROVES it was not delivered, Forever 21 will still not return my money. They lodged a claim with the shipping company, which got denied and never contacted me with any of this information. When I tried to get it resolved and get my money back they said it was take another 8-10 business days to lodge another claim with the courier company. This has been going on for 1.5 months! I will never shop with them again.
My order is missing, I’ve contacted customer service 3 times about the issue (one email still remains unanswered), they are sending me a form to fill out. No information on when I can expect a refund. I asked for a replacement order (so I can get the items I ordered at the same price and I don’t have to pay for shipping), which is a standard practice for many companies, and was told I needed to call and talk to a manager. So I will have to waste even more time on it. At this point I might be done with them. Overall rating for customer service would be zero if possible.
I'm chasing you guys for almost 3 months for my refund. It's so disappointing. Whenever I'm calling it's being said that my refund has been initiated but I haven't received it yet till now. I'm not getting anything other than false hope. Just let me know whether I'll get my money back or not. I don't need any false promises. My order no. was **.
A little more organization would be great! Other than that, it was a good experience. Helpful employees and fast service. The prices are affordable and parking was decent. Wish they had a few more choices for plus sized girls.
Forever 21 Company Information
- Company Name:
- Forever 21
You’re signed up
We’ll start sending you the news you need delivered straight to you. We value your privacy. Unsubscribe easily.