
Forever 21 Reviews
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About Forever 21
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Forever 21 is a retailer that provides a wide range of clothing, footwear and jewelry aimed at young adults. Since its founding in 1984, Forever 21 has focused on fast fashion, continuously updating its collections to reflect the latest styles and trends.
- Affordable prices
- Wide variety of clothing options
- Inclusive sizing available
- Inconsistent product quality
- Poor customer service in some stores
Forever 21 Reviews
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Reviewed July 30, 2020
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.
Reviewed June 29, 2020
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!
Reviewed June 17, 2020
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!!!!
Reviewed May 27, 2020
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.
Reviewed May 19, 2020
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.
Reviewed April 25, 2020
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.

Reviewed April 23, 2020
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.
Reviewed April 6, 2020
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.
Reviewed March 11, 2020
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.
Reviewed Feb. 1, 2020
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.
Reviewed Feb. 1, 2020
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.
Reviewed Jan. 28, 2020
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.
Reviewed Jan. 14, 2020
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.
Reviewed Jan. 13, 2020
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.
Reviewed Dec. 30, 2019
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.
Reviewed Dec. 26, 2019
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.
Reviewed Dec. 24, 2019
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!
Reviewed Dec. 22, 2019
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.

Reviewed Dec. 12, 2019
I wish I could give no stars. However, I need order a dress from Forever 21 to wear to a party. They sent out a coupon saying, "Due to overwhelming demands here is 20% off your next purchase." Sadly the coupon only is to be used online. Moving on I talk to customer service twice this week letting know that They should update their customers.
One of the reps stated that they reaching out to customers to let them know that orders are being shipped. However, on my next call stated my frustration to the next rep and all he could tell is expect my package in another 5-7 business days or I can leave it there and not pick it up and get refunded. I ask to speak to a manager. He told that the managers are in a meeting. The craziest thing is that it's my third time calling about an issue on order now and in the past, where my issue never gets fix or have a solution and in need to speak to a manager. The manager are always in a meeting. I don’t understand how they tell you, "Thank you for being a valued customer" and do nothing for us.
Reviewed Dec. 12, 2019
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.
Reviewed Dec. 10, 2019
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!
Reviewed Dec. 8, 2019
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!!
Reviewed Dec. 2, 2019
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.
Reviewed Nov. 27, 2019
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!
Reviewed Nov. 20, 2019
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.
Reviewed Nov. 12, 2019
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.
Reviewed Oct. 22, 2019
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 **.
Reviewed Oct. 20, 2019
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.
Reviewed Oct. 20, 2019
Somethings are way over priced. And customer service is always a problem. I’ve never been to a forever 21 and not have someone be rude. I still shop in and out quickly if I find something I really like or if I find what I’m looking for.
Reviewed Oct. 19, 2019
Recently I bought a Bleach Dye Denim Short which made me look awesome. I love the way they designed this short and is the best ever I have had so far. The best part is it fits your budget and ease your worries. People who have lots of love for shorts should try this. Great to wear!
Reviewed Oct. 17, 2019
Ordered 2 sweaters online, both were the same style and size but different colors. One was much smaller than the other. Was told that the only way to resolve was return to a store and they would do the order exchange. (It took 2 hours to get to the nearest store and back). Store would not honor online price nor would they ship another sweater to me. If I wanted my money back it was for store credit only.
Once again called customer service. The only thing I ended up with after 40 more minutes on the phone was “after you pick up the sweater, call us back and we will give you $6 back. I will never order from them nor will I go in the store ever again. Shopping online has become so easy with most retailers but this was beyond ridiculous. If there was a zero I’d give them that!
Reviewed Oct. 17, 2019
I shop here for gifts for the 18-30 year olds I know. There are many items in this store that are fresh and in keeping with today's styles, yet the cost is affordable. I found a jacket a few months ago that was unique, colorful and very stylish.
Reviewed Oct. 16, 2019
I bought $160 worth of clothing from them and when I received the items, I was missing a $60 wrap coat and instead received a small child's shirt? I called and they said they would not help me with the missing coat because they needed to receive this ridiculous children's shirt back to their warehouse first. I said I would be happy to return the item I DID NOT ORDER, but in the meantime, how are you going to right your mistake about the missing coat I paid for? They said they will not be able to help me at all right now, but once the item is received back to the warehouse, we can go from there and they can review the situation? WOW.
Meanwhile, they have my money and I have no coat. They never offered to send a replacement coat and they refused to refund me. They also said I had to email a picture of the incorrect item to them, and they would review it in 5 business days and decide if they want to send me a prepaid label or not. So basically, I paid my own money to ship back their mistake item with no refund for my missing coat in sight. I spoke to 6 different customer service agents, and not one was remotely helpful. They all refused to let me speak to a manager. I've sent about a dozen emails and no resolution at all.
They have my money and it seems that's really all they care about. I kind of wonder if this is some scam to send customers "wrong items" or incomplete orders, make them jump through hoops with a million calls and emails to try and get it fixed, meanwhile they just keep your money. There's a reason this company is going bankrupt and I should have followed my gut to stay away since that news. Sad they are now resorting to stealing from their customers. I'm gonna dispute it with my card company and NEVER SHOP AT FOREVER21 AGAIN. Ridiculously enough, I'm supposedly a "VIP customer"... and my experience here shows you just how much that means to them. Laughable. BUYERS BEWARE!
Reviewed Oct. 16, 2019
Great store. On the other hand have more plus size clothing for all women and they have great prices of everything in store and huge sells almost every day. Overall they sell mostly small women clothing.
Reviewed Oct. 15, 2019
I enjoyed myself but I have heard the 21 might close their doors. Will be disappointed if this happens. I have heard that quite a few retail stores have been on the list of stores that will be closing.
Reviewed Oct. 14, 2019
The store was clean and the sales clerks were friendly and helpful. The clothing was attractive and well organized with colors that I like. My purchase was smooth and wait time was short. The clothing has held up fine after being washed and has not faded, the clothing still looks new after the first wash.
Reviewed Oct. 13, 2019
I love Forever 21. The clothes are not expensive, therefore I can shop frequently. The quality of the clothes is good for what you pay. I love the fashion and the fact it isn't only for size 1 customers. The closes that are at a size 12 are for the most part true to size. The customer service was excellent. The only thing I can suggest is the fitting rooms to be cleaned up.
Reviewed Oct. 12, 2019
Good quality at great prices. They have all sizes. The jeans and leggings are great and love the quality. They have all variety of clothes, shoes, jewelry. Also they have an app Forever 21 and you can buy too at the app they have coupons, great discounts.
Reviewed Oct. 11, 2019
The merchandise is current and definitely varied. The stores are always well stocked and not messy looking. There is always a lot of merchandise in the stores which is a good thing for a shopper, but it takes time to get through everything and hunt for the type of item you're looking for, things are not very categorized/organized. The clothing and accessories are appropriately priced for their quality. This is a quantity over quality type of store.
Reviewed Oct. 10, 2019
Shopping at Forever 21 the selection is great, the staff has always been great too but the quality of the clothes they have is not good at all. I have purchased online and in-store several times and none of the clothes there seem to last, it is very cheaply made and prices are not worth it.
Reviewed Oct. 10, 2019
The selection of clothing is a wide range and they have great prices, although the quality isn't the best but it makes it through a year or two. I especially like this store because it caters to all sizes, including plus sizes as that is more harder to find in stores.
Reviewed Oct. 9, 2019
Store is a little bit messy, and sales associates are always in a rush. I do love the different varieties and styles of clothes they have. The prices are too high for the quality of clothes you receive. Close usually have loose threads or holes.
Reviewed Oct. 9, 2019
Low cost and various selections for younger and older women in clothes, shoes, jewelry, etc. You can either shop there physically or online. I would shop there again and one of my favorite sports bras/bras is from Forever 21.
Reviewed Oct. 8, 2019
It’s ok store. Cheap but quality is cheap and everything is all over the place and on floor. I also found some clothes that were dirty. Not organized to me. U have to look over. For instance I Find a shirt I like but need a different size and it’s not on the rack. It’s probably in a different area or different rack so I have to look. No associate on floor to help with anything.
Reviewed Oct. 7, 2019
With the news of Forever 21's impending Canadian closures, I thought it would be a good time to shop the resulting sale prices and placed an order online. As was and continues to be advertised as a banner on the sale activewear page, all sale activewear is an additional 30% off the sale price. Promotional code 'SPORT30' is to be applied, however, this code is invalid. I was instructed by a customer service agent over the phone to place the order and forward a screenshot of the promotion to their customer service department, who would refund the balance upon review. Customer service emailed me back saying the promo code is expired and all promo codes must be applied at the time of the order - contrary to what the phone agent told me.
They have not responded to any further emails, laughed me off the phone, and to add insult to injury - my order is nowhere to be found. I received a confirmation of shipment email and yet when I click on the tracking number, the Canada Post page says 'this number does not exist' -- and as expected, they're absolutely useless at locating the order. HORRIBLE experience and despite the closing Canadian stores, I will never order from Forever 21 online again.
Reviewed Oct. 7, 2019
Very nice place. Very nice people. Showed me everything under their 4 walls. Took my time and made a decision and made a purchase to my liking. What a great selection. Would truly recommend such a store.
Reviewed Oct. 7, 2019
I felt that the store’s layout was a bit confusing as to what section I would find what I was looking for. The Jewelry room was nice, a bit overwhelming but cool concept like being in a big closet or dressing room.
Reviewed Oct. 6, 2019
The Store has great items, most of them good prices, some high, but the bad thing is customer service, employees are not pleasant at all. Great merchandise, but they should put more emphasis and giving more sale incentives and treat customer better.
Reviewed Oct. 6, 2019
I noticed lately that employees at Forever 21 seem to discriminate shoppers. I have shopped at Forever 21 for years but as I age I see that employees at some stores ignore me or when asked a question they not only do not look at me but their answers are short and then a walk away. I am saddened by this action.
Reviewed Oct. 5, 2019
Forever 21 has a wide selection of clothes and at amazing prices. I never leave this store without buying at least several items. Their accessories are also awesome. It is by far the best store in the mall for women's clothing.
Reviewed Sept. 4, 2019
I ordered 5 or 6 shirts from the website to then discover they didn't even ship to my address. Finally got the package and at the same time and e-mail confirming a refund of everything? Now I want to return some stuff and don't even know how to go about it??? So much missing, very poorly organized and the customer service is either unhelpful or doesn't even exist since not a single soul answers your e-mails back.
Reviewed Aug. 25, 2019
I’ve ordered from Forever 21 a couple times before and I’ve received my package within two and a half weeks. Most recently I tried to have a package be shipped to the store and it’s been over 20 days since I’ve placed the order. Customer service is hard to contact and will not tell me where my package is. I think customer service could be way better. I will definitely be shopping elsewhere.
Reviewed Aug. 12, 2019
Ordered a package from Forever 21 Global store 4 months ago and never received it. Contacted customer service 3 weeks after the order as the tracking information was never updated. They said they will check with the carrier and file a claim on lost package. 4 months later and numerous follow up emails with them, still did not give me the refund and only replied was they are checking with the carrier. This is absolutely unacceptable! I had to email them every now and then just to get the same response. They made their customers wait endlessly and probably hope that they will just give up and stop asking for the refund somehow. Total Scam!!!!
Reviewed Aug. 6, 2019
Never in my life have I waited two weeks for a package. Insanely slow shipping. You guys need to do better or Fashion Nova is going to put you out of business. I won't be shopping on your website again.
Reviewed Aug. 5, 2019
Received a damaged item, called customer service about the return the day it was received, told to return for full refund.. Received $1.61 return credit after two shipping charges deducted. Called customer service again. Told the belt being returned was declined. Avoid this Company, never purchase anything for you will lose in the end. The only bright side was this was a very minimum purchase. Never, ever order an item with an online only return policy. Never shopping there FOREVER...
Reviewed Aug. 1, 2019
So I ordered from Forever 21 and I ordered on the 23 and my package was suppose to arrive on the 29. And when I look at my tracking it’s said “in transit arriving late" and it hasn’t come yet. And idk where it is so I’ll update you guys.
Reviewed Aug. 1, 2019
On July 22nd I placed an order with Forever 21, reviewed my order and everything looked fine. Received my shipping email, all good up to that point. I was supposed to get my package on July 29th. Checked the tracking and it said delivered to my front door, totally excited opened the door and my package was not there. Checked the tracking and it was delivered to and very old address where my toxic ex and his family live. I called Forever 21 and was told it was my fault for putting a wrong address. Told the very rude agent I did not add that address and their website changed it. I was called a liar and was told that all I needed to do was to go to the address and pick it up.
Once again told the agent I could not do that as my safety and security are at risk. The agent laughed at me and said I was out of luck. Asked for a refund and I was told no then asked for a reship and was told no. Contacted USPS and they tried to recall the delivery 3 times but the could not retrieve it. Called again Forever 21 and they told me they were going to email me an affidavit and they can process a refund. 48 hours later and no email. Called again on July 31st and spoke to "Supervisor" Saul and he was beyond rude and a total **, he said it's my fault and they will do nothing.
After 2 hours on the phone with Saul I requested for the call to be pulled and listened to, he placed me on hold for over 20 minutes. He came back and told me that they are going to listen to the call where I was promised the affidavit and a refund and if I was telling the truth Bertha was going to call me back with a resolution with 24 hours. I am not holding my breath. I will update this complaint as soon as I have more information. NEVER buying from FOREVER 21 again. They are thieves and scammers. I wish there was something that protects me as a consumer. Checked their entire site and there's no mention of issues like this or terms and conditions.
Reviewed July 18, 2019
I received an order with several items, but one of did not arrive. I contacted customer service three times through their website. I also email them with the detail info of my order. The website says clients should get a response within 24 hours. That was not my case. It's been several days already and I still don't know whether they will ever help me.
Reviewed July 16, 2019
I ordered a pair of sandals for an upcoming Atlantic City trip I had. I didn’t have them on for 5 minutes and they broke and I had no shoes the rest of the night. I went to the store to return them and the girls were very rude and made me feel stupid for trying to return them because “I wore them.” They said I could only return them through mail so I had to go through the entire process of printing the label, going to the post office and paying for shipping for shoes that broke on me. I called and emailed customer service multiple times about this and they’ve done absolutely nothing. I still haven’t gotten my money, my broken shoes are in the mail somewhere and this has been an absolute nightmare. I do not recommend shopping there. Their return/ exchange policy sucks.
Reviewed June 24, 2019
My order ($220 worth of clothing) said it was delivered but it was never received. The carrier OnTrac reports the delivery but it was not received. I was at home during the time of delivery and nothing was there. I contacted OnTrac who denied the claim and stated the driver was in the area. I contacted Forever 21 and was told a supervisor would call me back the same day. Never received a call back. Called back to follow up after 1 day and was informed they were submitting a dispute 1 claim since the claim was denied by the carrier.
Called back about 2 days later to follow up on the dispute 1 claim only to be informed after waiting on hold for 1 hour and 45 minutes nothing could be done because the carrier denied the claim. Madison ** informed me Forever 21 is not responsible for lost/stolen packages. Forever 21 does not issue refunds or replacements and she was sorry but to contact the credit card company. I informed her I used Forever 21 store card. Madison ** informed she can only give the credit card customer service number. Forever 21 provided no resolution, no replacement or refund. Do not order here! Trendy clothes but horrible customer service.
Reviewed June 20, 2019
Made an online order and requested to update the ship to address and was told it could not be done, and was directed to stop the shipment with FedEx. The "smart post" delivery service with the US post office did not offer the option to change the ship to address or cancel the shipment to be returned to the origin. It was absolutely horrible. This company will do nothing for you in these types of situation nor will collaborate with FedEx to fix the error. I will never buy from Forever 21 again.
Reviewed June 20, 2019
Received the wrong item in my package, instead of what I actually ordered. I called to speak to someone who told me she would email me a return label. She never sent it. I then went online to chat with a Customer Service Rep. They took forever between answers, only sent links and had no real conversation, and ended up ending the chat before I was done. Again got no real answer as to how to fix this.
Reviewed June 14, 2019
This company hasn’t reached out to my emails after the fact that right after I ordered my items I asked to change a size and got no response and my package delivery date was supposed to be 7 days after the shipping date and I got no reply when asked where my package was also no help from the delivering company. I was told that my package would be coming a specific day by the end of the day and once it hit 8pm it quickly switched to pending and I wasn’t updated on the problem that was going on with my package. It came 4 days afterwards and the date switched late the next day with no update from either Forever 21 or the shipping company, USPS, but thats another review. I don’t recommend ordering online from this company because you will receive no communication if something is wrong or not turning out right.
Reviewed May 20, 2019
This company does not care about their customers AT ALL. I ordered a package 2 months ago and never received it. I spent $150.00 and they basically told me I was out of luck because there was nothing they could do. They do not hold themselves accountable for providing the products YOU PAID FOR. NEVER AGAIN will order from them!
Reviewed May 9, 2019
So I made two orders on my F21 card and was happy with the order when received. Went to go make an early payment on April 25th. Found out May 3 that the payment didn’t go through and now my card is on hold for 3 months. Called CS and he read off last 4 of a bank account that was not mine and I did not enter. I had already tried to reenter the correct account number before calling 3x and with the same info put in over and over it said couldn’t accept it until the 3rd time it accepted it. So now I know their system jacked my payment and I get hit with a fee. Cancelling as soon as this is paid off. CS was of no help. Never seen a company put your card on hold for 3 months. Never shopping there again!!
Reviewed May 1, 2019
I unsubscribed multiple times and called in multiple times. I would continue to receive emails. Call center calls would drop every time I was on hold longer than 10 mins. Issues cannot be escalated or resolved because there is no supervisor on duty. Terrible service.
Reviewed April 24, 2019
My order was supposed to be delivered yesterday. I have been hung up on by 6 different customer service representatives. I have been asking for a manager for over 2.5 hours and they have been busy online. I've been told that the representatives have other customers so I cannot wait to chat with a manager. I have also been told the manager will tell me the same thing the representative just told me. I was also told that the period for "expected shipping" goes for 3 more days so I should contact them back on Saturday. I called the store and they told me it won't be there until next week. Worst experience ever!!!!
Reviewed April 18, 2019
They don't have a customer service line that can help you with your matter (Mind Blowing it's 2019). They don't include packing slips in the box for returns. They have so many things WRONG with them. I can go on for days... I will never shop Forever 21 again.
Reviewed April 4, 2019
So for almost a year or two I’ve had the Forever 21 card (not credit) with few problems. However those problems have become huge on fault of the Comenity pay company who handles the F21 card business. One they take longer than they say to pull money from your account and that’s not including weekends. Two they tried to pull funds from my account TWICE without any warning and the company gave me no updates about this happening. Although funds were available and it says the money was taken out I was still striked for their mistakes. Apparently they couldn’t take out any money (again no updates) even though when I logged into my account it said payment went through fine. No update or anything and now I’m penalized and unable to use the card for three months.
Their customer service through their phone line and online message center is of no use. Their message center gives you nothing but extremely vague and robotic answers and their call center workers don’t know what to do. I don’t blame the call center or online message center workers just because it really feels like they are given little to no instruction on how to deal with these problems. However they just awkwardly stay silent on the phone when they don’t know what they’re doing which isn’t great either. Zero solutions offered that aren’t cookie cutter and it’s apparently never the company’s fault. As someone who works in customer service it feels like none of their workers care at all. Horrible card service that I cannot wait to pay off so I can cancel it!! DO NOT USE!!
Reviewed April 3, 2019
I ordered a package worth $178 which had 15 items. I never received the package, they filed a claim for me which I have never received so far. I have been calling and emailing them past 2 months. They never give me specific answer and blame it on FedEx and when I call FedEx they say Forever 21 has to file a claim for this case and Forever 21 tell me claim will process in 10 days every time I call and it's been 2 months already. I will never shop from Forever 21 and after my experience with them my friends and family stopped shopping with them too. Worst experience ever! I never got my money back nor any replacements.
Reviewed March 29, 2019
I placed my order before 11 AM PST and paid for next day shipping! On the website expected delivery March 29th but when I click on the tracking number it says April 1st. I’m pissed because I leave out for vacation on March 31th and I expected all my outfits to be here. The worst part I called them and they blame FedEx and gave me their number. I call FedEx. They said they haven’t even received my package yet and to call Forever 21. I was going back and forth with FedEx and Forever 21 to the point I was like ** it. She said something about refunding me shipping but the way I feel I’m getting all that back and more because when it does deliver everything getting returned! ** Forever 21! I never had this problem with Charlotte Russe! Wished Forever 21 closed instead of them :-(!
Reviewed March 19, 2019
I really wish there were negative stars because this company is the worst in customer service and caring about keeping customers. I made a purchase and returned it on 2/20/19 with their marvelous shipping method of FedEx SmartPost. Ridiculous and I had to pay $5.99 for the service that took 2 weeks to get back to Forever 21. Then they finally receive it on 3/7/19 and I get an email what the estimate of my return would be. It takes these incompetent ** until 3/12/19 to get 2 items checked by the warehouse. It is now 3/19/19 and still no refund. When I have called customer service they lie and tell me all kinds of things just to get me off the phone. This is why Amazon is successful. They don't screw over their livelihood--the customer. Goodbye Forever 21. You won't be in business much longer.
Reviewed March 9, 2019
Bought full price boots online - wore them the day after they arrived to my office - heel tip came off that morning immediately - I didn't realize it so wore them the full day damaging the fabric at the base of the heel. I contacted customer service right away asking to send them back for a new pair, assuming that they would take reasonable responsibility. Told by email that since I wore them, they wouldn't be eligible for return or exchange. I replied about my disappointment, and said I would close my account. Not even the courtesy of a response.
If you spend money with this company you are stuck with what you get - end of story. Don't expect Forever 21 to care about you - disregard their biblical scripture reference of John 3:16 printed on their bags. Parents, be advised. Forever 21's credit card payment process lures inexperienced consumers with easy check-out counter discount sign ups and then requiring complicated check routing numbers for payment.
Reviewed March 1, 2019
Placed an order for a two piece set. Instead, I received the clear bag for this set, but inside was a shirt! To be exact, the shirt I received is something that F21 sells on their website. The “plunging knotted top” item code 2000317398. So essentially whoever packed my order removed my 2 piece set that I paid $48 for and placed a $28 shirt inside. That’s not even the worst part. The shirt I received has no tag and has a perfume like odor as if someone wore it. I have taken pictures too. Called customer service twice and the next course of action will be going through PayPal if I do not receive my return slip as promised in their 24-48 hour policy. I shop at F21 all the time both in store and online and this is the first time something like this has ever happened. It’s really disappointing. Buyers beware.
Reviewed March 1, 2019
I convinced my friends that we should all get matching pj’s for an upcoming girls trip. We ordered them on Feb 18th and my 3 friends received theirs Feb 25th. I checked my shipping info and it said my package was due to arrive Feb 26th, however, nothing came. The next day still nothing came. I check the shipping info again and it still said it was in transit, but there was no updated info since Feb 20th. So, I decided to send an order info request to Forever 21. The response I received was that my order had been returned and that I should call them. Once doing so, I was told that the shipper had returned it and they couldn’t tell me why. It took them 10 days and an email from me to realize they never even sent my package!
They acknowledged that it was their fault so they could ship the item again at no cost to me (duh – it was never shipped the first time I paid), however, could not send my item to me express as per their policy. Additionally, they could not give me a gift card or discount code for their mistake. Also, once they reship the item I will need to call them again to receive the tracking information. This is absolutely the worst service I have ever received without even receiving my package! Basically, don’t order from Forever 21 unless you want to take non-matching photos with your friends all weekend long. X
Reviewed Feb. 28, 2019
Why does Forever 21 think it's a good idea to annoy their customers while they are trying to shop? With ridiculously see through high pressure sales tactics? Also, your site is a mess. And it crashes often. I used to love Forever 21 and now I find myself just clicking out of your site even if I've seen cute stuff I'd like to buy because dealing with you is such a nuisance. Not to mention I've had a few items come in not as described (different pattern, one leg longer than the other FOR EXAMPLE) AND if you ever choose "ship to store" the store has no idea when your package came. It could have been there for 3 weeks by the time they figure it out.
Reviewed Feb. 27, 2019
I have tried to place three orders using my Forever 21 credit card. Although I've ordered previously and have credit available (in fact, it was recently increased), it keeps rejecting my order due to "billing information". Customer service sends me to Forever 21 credit (Comenity), and they stated there is no issue on their end and no reason for it to be denied. So, I go back to Forever 21's customer service, again, and they will not correct the issue and state it's an automated system that they can't change, so all I can do is place an order using another credit card. SO, they basically give credit but refuse to let you use it.
Reviewed Feb. 10, 2019
It has been about 3 months since I've been able to make an order online because every time I try, it says my credit card information does not match. This is not true because I triple check the info and it is correct and it was already pre-added information from when I made online orders before. I have tried about 5 different card and Apple Pay and the phone app, and it still says my card info is incorrect. If I try Afterpay or Paypal it confirms my order then cancels it one minutes later. I have even tried using a different email, changing my shipping address and still no luck. When I call customer service to ask for why my order gets canceled when I use Paypal I am told my order info was 'flagged' but that is all the info that they apparently get so they can't even give you a reason why it was flagged.
It is also extremely hard to get a hold of a customer service person because it does not appear they work the hours advertised on the website. When I tried to make an over the phone order they said they weren't taking any at this time and that I needed to call back another time. I have sent email inquiries to customer service and either do not get a response or am not provided a resolution. This has been apparently been happening to many people over the course of at least TWO YEARS because if you go to their Facebook page there is an extremely long thread of people complaining of this issue starting 2 years ago and no response by the company on the page. I'm pissed I've wasted so much of my time waiting to get someone on the phone, trying different cards and even writing this review. Clearly they don't care about customers since they don't even try to help you fix the problem.
Reviewed Feb. 3, 2019
I hope someone from corporate sees these. I have called customer service many times and I keep getting the runaround. I'm NEVER shopping here again. 12/10: I emailed customer care that a package delivered on 12/5 was never received. 12/11: Customer care responds asking for my address to verify the shipment and my phone number. 12/12: I responded with my address and phone number. 12/20: I called customer care due to lack of email response. She asked me a bunch of questions and said she would put in a claim for me.
1/6: Customer care FINALLY responds to my claim asking me to fill out a form OVER 3 weeks from after I responded with my address and phone number. The claim asked all of the same questions the first girl did on 12/20. 1/7: I send the form back as requested. 1/11: Customer care responds they've received it and it will take 5 business days to process. 2/2: I received an email my claim was denied because the claim filed on 1/6 was beyond their 30 day postmark date to file a claim. What is SO infuriating, was that I reached out on 12/10 and it took until 1/6 for someone to ask me to fill out the claim. I want my money back.
Reviewed Jan. 21, 2019
Went with my daughter and they had a sale. I asked the sales girl Natalie if these pants were on sale. She said, "Yes. Buy 1 get second half price." Got two pair of pants and a body suit. Went to pay and Natalie was at the register. She rang it up and I asked about the sale on the pants. Natalie said they were not on sale. Not 10 min before she said they were. Then I gave my credit card. She waits then asks for ID then asked for something else. The whole time smiling. She knows she was being a witch. I don't know why nothing is being done about this store with all these complaints.
Reviewed Dec. 30, 2018
We don’t live in a city that has Forever 21 so we have to drive over an hour to shop there which we figured wasn’t a problem since it would be worth the drive when Forever 21 was advertising 50% off on all jackets, outerwear, and sweaters. We get to the store and they have the sale signs over the entire store making sure to place directly on their jackets, outerwear, and sweaters. We pick out a few items all from the assumed sale racks and get to the checkout line only to be told that NONE OF THE JACKETS ARE ON SALE.
When we asked why are there 50% on jackets signs on the jackets but we have to pay full price for them they’re response was they don’t know!! They pointed to four blazers in an empty corner of the store stating these were on sale. The offer was a complete scam and the store was junky. This is the second time they’ve done this and it’s clear now it’s just a scam just to get people in the store under the impression there’s a sale when the items are still being sold at full price. I won’t be shopping at Forever 21 again.
Reviewed Dec. 30, 2018
I wish I could leave less than one star. In all the world I would rank their customer service THE WORST ON PLANET EARTH. A gift card didn’t get to the recipient. Phoned to have it resent (how hard can that be right?). Waited online for an hour, told no problem, then chat went dead. Waited another hour “oh we can’t do that online”. Phoned. Waited an hour. Told “we shall resend. 48 hours it will be there”. 4 days later = nothing. Phoned again. “Oh we resent it. We will resend again”. Nothing. “Oh there must be something wrong with your email.” LOLOLOLOLOL. "Why are your promotion emails getting through then?" “Oh you should rebuy and we will cancel this one”. LOLOLOL. Um no. "How about you send to my email instead?" “oh we can’t do that”. DO NOT GIVE THIS COMPANY BUSINESS IF YOU VALUE YOUR $$. Zero out of ten.
Reviewed Dec. 24, 2018
I made an order on December 17 and was charged twice. I have called several times and the customer service is horrible. I was told that it was an error of Forever 21 and that I would have my money returned back in 24 to 48 hours... I did receive the package and one transaction was completed on my bank card but the other transaction is still saying on hold. Today is the 23 of December and still the transaction is saying on hold. Tried to make another purchase (silly me) tonight but the order was declined.
My card information was saved but it still declined because you have to re-enter the CVV number on back of card but it still charged my card. How if the order was declined did it still charge my card. I will not be ordering again!! I tried to call customer service tonight but they were closed. Tomorrow I will be trying to reach them again. I think this company is stealing money and really need to be investigated. No telling how long it’s going to take to get my money back. Very dissatisfied customer!!
Reviewed Dec. 20, 2018
I ordered a skirt online to have delivered to my house. When I received notification via email my packaged arrive nothing came in the mail nor did the delivery man come to my correct door and knock. The delivery company that supposedly delivered was OnTrac. When I called OnTrac to find out why packaged was not delivered they told me the driver delivered to my correct apt building but not sure if it was to the correct address. The next day I called OnTrac back myself because they told me they going to call me back and never did. Later, I found out the driver went back to my apartment building to “retrieve” my packaged where he left it and could not retrieve it.
Then they tell me that they’re sorry about that and to contact Forever 21 for a refund. So thanks to a careless driver who didn’t deliver packages correctly, I made a complaint to OnTrac. Of course they failed to truly follow up and now forever 21. I keep calling and requesting a callback and no one has not reached out to me until now. Once I got ahold of someone she said she’ll send me an email regarding my refund and I have not received an email. Still now I have to keep calling Forever 21 back. This is exactly why I don’t like to have things delivered to my house. This will be the last time I have Forever 21 ship things to my house 'cause clearly they fail to care and so does the delivery company they contracted to deliver their merchandise.
Reviewed Dec. 18, 2018
I placed an order back in April. I didn't notice before I opened the bag that it had been previously opened and taped closed and some kind of yellow mailing sticker was stuck over the tape. When I opened it I discovered half of the items I ordered were missing. I immediately contacted customer service and they apologized and seemed very willing to help me. They sent me an affidavit form to fill out and send back, which I did right away. Some time went by and I didn't hear anything about it so I contacted them again.
Neither Forever 21 or Fed Ex would take responsibility for the missing items, and neither would refund the $40 that those articles of clothing that I never received cost me. I even mentioned that I still have the shipping bag and that someone could look at it so they could see that it had been re-sealed by someone either at Forever 21 or Fed Ex. The representative decided to re-open the "investigation" and told me I should have it resolved in a few weeks. It's December. 8 months later and I'm still waiting. The last order I placed I had it shipped to the store and I opened the package right there in front of the cashier so if anything's missing I'd have proof. After this experience and now reading the other reviews here, I may just stop shopping there altogether. They clearly don't care about their customers.
Reviewed Dec. 17, 2018
Sign on the rack of cardigan sweaters said 50% off. Small print said limited quantities. Went to check out and cashier said that I can’t read and the sign said not limited quantities but it said selected items. Wrong. We checked all the signs and they said limited quantities. Manager was too busy talking to family or friend. Horrible.
Reviewed Dec. 13, 2018
Disgusting how the representatives speak to you over the phone. The representative was extremely rude and laughing over the phone because I was highly upset about my expedited package which I received days later than its expected date. Callback doesn’t not work so if you’re on hold for an hour just breathe in and out. Absurd!! I thought I was being a bit extreme with the disappointed but coming here and looking at the reviews just confirms. I don’t understand why this is not resolved already. Have a meeting about how you guys can treat your customers and make sure that packages are received on time. Stop online business and focus on in store sales instead. Main reason why I support local owned businesses.
Reviewed Dec. 13, 2018
It has been a two months since my package was lost. I am 150 dollars out. I just called for the fourth time and they extended the "investigation" for another 10 days. Horrible horrible experience. I will never buy from there again.
Reviewed Dec. 11, 2018
Email ID: **. This is regarding order no : **. The order was supposed to be re-delivered on 5th December but it was not. It was not even attempted. Then I was informed that it would be re-delivered on 7th December, which also did not happen. After calling USPS and Forever21 multiple times and hearing different resolutions - Forever 21 said it would be delivered by 13th December and apologized for this terrible experience but again on 11th December (today) there was no change in the shipping status.
Upon calling the customer service for the 4th time after an excruciating wait time each time now we were informed we have to pay extra to get our items re-delivered. For no fault of ours. So basically I have wasted over 2 hours of my life talking to customer service being given incorrect and unhelpful resolutions. My shipment is late by 6 days already and seems that it will be taking another 5-12 days.
This is has by far been my worst shopping experience ever and I am a loyal customer to Forever 21. I only write this email to inform you of the disappointment caused and the terrible communication from Forever21's support team. I don't know how but if you do not compensate me or make up for this I think this will be my last shopping experience with Forever 21. PS: I have all the chat logs where I was falsely informed of the item being in delivery and wrong delivery date promises.
Reviewed Dec. 11, 2018
I do shop all my clothes from Forever 21, but they Better work on their customer service 'cause it is literally the WORSE I have ever seen! I have been working for another retail company for over than 3 years and I know how guest service should work. The first bad experience I had with them is when I got a sweater and I washed it with cold water and on my hand 'cause I don’t like washing my new clothes for the first time in the washer machine. However, the sweater shranked, so I went and I talked to the cashier and he didn’t do anything about it. I asked for a manager hoping that she might do something about it, BUT she was so rude and she was like, "Yea you probably wash it wrong." The sweater was only $12, she could have been nicer and done something about it!
The second time, I got a belt online and it was big, but I had to cut off the tag so I can try it on. I went to the store and I was shopping and then I told the cashier that I want to do an even exchange for the belt with a smaller size and I did have my receipt. She was like, "Okay I will do the exchange this time even though the tag is not attached," 'cause I brought the tag with me...but she asked me to pay the difference!!! I was like, "Can I do the exchange for the same price," and she was like, "No..." So I told her then I just want to return the belt. She said sorry I cannot return it 'cause the tag is not attached!! :-/ I was so pissed. It is just a belt and it looks like it was new and tag and the receipt is there so what’s wrong with you!?? Bad bad baaaddd customer service and they don’t respect their customers at all... Cashiers are rude and don’t know what they are doing.
Reviewed Dec. 11, 2018
I was there making a return. There was an issue so the cashier had to called the manager or supervisor. I am not sure because he refused to say who he is. All he said was, "I am in charge here. The policy says I don’t have to give my name or anything to you." He had an attitude and was nasty. He yelled and screamed at me and said, "Get off my line" in front of all the Customer. I was so humiliated. He just didn’t want to deal with me. I was just asking him why am I not able to do a return when the item was not final sale. This is Ridiculous. People shouldn’t be treated this way. He uses his position to humiliated me. He didn’t want to do the return or explain anything to me so he just started to shout and yelled for me to get out. This is not my or friends first time getting nasty treatment from employees at Forever 21 (Queen Center Mall).
Reviewed Dec. 8, 2018
First and last time ordering from these guys. I ordered on Black Friday and my shipping date keeps getting pushed back. I'm so frustrated, contacted support. NO RESPONSE and it's been weeks. This company has no resources dedicated to customer service. Almost 3 weeks and nothing. SMH.
Reviewed Dec. 8, 2018
A few weeks ago, Forever 21 had a 75% off sale so I ordered my 2 daughters each 3 pairs of jeans. Upon delivery, I discovered that all 6 pairs were the wrong size and way too big for them. We have a Forever 21 store locally so I decided to exchange them in store thinking it would be less of a hassle. WRONG! I explained to the cashier that I wanted the exact same jeans, just in the correct sizes (i.e. the sizes I ordered).
She personally helped me find the EXACT same jeans that I had ordered but in the correct sizes. I wrongly assumed that there would be no charge since I had exchanged the incorrect sized jeans for the exact same style; just in the correct sizes. Oh how wrong I was. They charged me $51! When I asked why, she informed me “Well you bought those other jeans during a 75% off sale. You don’t get those same sale prices when you return or exchange items.” Seriously?! If I had chosen different styles/shade/cuts of jeans when I exchanged them, I could understand the additional charges but, when I got the exact same jeans with the only difference being the sizes, I cannot fathom why I would/should be charged extra! I am very angry and will never buy/order anything from them again.
Reviewed Dec. 7, 2018
I’ve ordered from Forever 21 once before and had no issues with shipping. It came in less than a week and they actually told the truth that time about when it would be delivered. My second time ordering from them is literal hell. I ordered on the 27th of November. I did standard shipping (supposed to be 3-6 business days for reference). I never got an email stating that my order was delayed. I tried tracking my order on their website and it wouldn't let me because it hadn’t even been prepared to ship or anything.
I contacted them through the live chat on the 4th of December. They were quick to respond. They told me that they would send it out the next business day and that the order would be here in the next 3 to 6 days. I checked the tracking number the next day (it finally worked) and it said it would be here the 12th of December. Which is already almost 2 weeks for them to ship. I checked again today and it changed it to the 14th of December. So who knows if my package will arrive or not.
Reviewed Dec. 6, 2018
I have been shopping at Forever21 for a very, very long time. I typically spend a good amount of money there every year ($1000+). I usually have a good experience with online shopping but not this time. On November 18th I placed an order online. By the 20th it said my order shipped but then I didn’t get my package a week later. I checked the shipping status and the date now said, “Ready to go”.
I tried calling customer service for DAYS. The wait times were always over 20 minutes, that is, when their phone service was even working. I tried emailing twice. I tried tweeting at them twice. I even tried to get on chat, of course their chat services weren’t working any of the times. I finally got a hold of a customer service representative and they said FedEx must have lost my package so she was going to file a claim. If FedEx says they lost it, I’ll get a refund. If they don’t, I have no idea; I wasn’t able to get a straight answer. The customer service representative, Diana, said I would get a confirmation email with the claim information. Surprise surprise, I never got one. I’ll be calling relentlessly until I can get my money back. They lost a very loyal customer because of this.
Reviewed Dec. 6, 2018
DO NOT WASTE YOUR MONEY OR YOUR TIME BY LOOKING AT THIS WEBSITE!! THEY WILL STEAL YOUR MONEY AND TELL YOU GO LOOK FOR YOUR PACKAGE. I wish I read the reviews before I placed my order which was 13 days ago, my order was lost in shipping. I called customer service, I was on hold for 26 minutes then the rudest representative answered. She said, "Call FedEx to find your package," then she hang up. I called another time and another rude one answered after 20 minutes on hold. He said, "If your package is delivered you can return it and get your money back otherwise you can't cancel the order," and we don't have any information about it. I will call my bank and dispute this charge. Hopefully I could get my money back.
Reviewed Dec. 5, 2018
Their shipping is crap. I placed my order and it took 5 days to ship even though all items in my cart were in stock. 3 weeks have passed and still no sign of my package. Don’t expect fast shipping, not the 5-10 business days I was promised for standard shipping in the U.S.
Reviewed Dec. 5, 2018
They have the worst customer service I have ever experienced. I placed an order 10 days ago, it hasn't arrived to the USPS office YET and I cannot get a hold of anyone to answer any questions. There are no agents to answer my questions via chat or through their customer service phone number. I have been trying for 4 days to talk to someone. I WILL NEVER ORDER FROM THEM AGAIN!
Reviewed Dec. 4, 2018
Terrible customer service, after holding for over 15 minutes he Hung up on me & didn't give any real reason for incorrect advertising. Liars. When it comes to Advertising free express shipping & the 24 hour order being filled is a lie! I will not order from them again! Bad experience! DISHONEST company to do business with.
Reviewed Dec. 4, 2018
Ordered online. 3 weeks later order is still pending, I have tried calling customer service, been on hold twice for 30 minutes. No one to talk to. They don’t answer live chats or emails. Horrible company.
Reviewed Dec. 3, 2018
I was purchasing a product online and placed the order with it being expected to arrive within 5-7 business days. I got a notification that the package was delayed in shipment and that the item may not arrive until a date that was 11 business days from when the order was placed. This is now an issue because I will be out of town starting the day before shipment is expected for a month to a different address in the same state. The day that I saw this change in shipment date I tried reaching out to Forever 21. Their phone number was not working during normal business hours even though I called multiple times. After their phone did not work, I tried using their online chat to reach a representative and they were unable to chat at the moment as well.
Lastly, I sent them an email due to that being the last source of contact. I had no response from anyone the entire Friday (when I did all of this in the morning) or during the weekend. Flash forward to Monday morning. I finally get a hold of someone on their "customer service line" and the agent was rude, unprofessional and kept saying my expectations were too high and that the item has already shipped so they cannot do anything for me. Keep in mind I tried reaching an agent the week prior when shipment was still processing. When I asked to speak to a manager she refused to let me. When during a call with a representative has an agent said "no you cannot speak to someone else?"
Finally, after back and forth arguing with a customer service representative, she said that a manager would be in contact within 24 hours. I have never experienced customer service this awful before. I have shopped here for over 5 years and now am hesitant to even support a business that has "policies" that make their representatives treat you like a back of dirt. Rant over.
Reviewed Dec. 3, 2018
I bought online boots, when they came one of the boot was damage and they had no tag not even the slip so I can return it... When I drove to the nearest store I ask for the exchange or return the money. I showed them that I bought it online but for some reason I can’t find email of the purchase. I told the manager to help me sort this problem. She was like laughing like at me that she can’t do anything and I should contact the customer service. Customer service I wait over 20 min so I decide to let them call me back. They never did, I wrote them email and on FB their page and I still get no reply. I don't know what Am I suppose to do with small boots without tags and damage. I am that rich to throw away money. So in one word customer service is very bad.
Reviewed Nov. 30, 2018
We tried placing an online order but the company was experiencing technical difficulties and couldn't honor the 50% off they were advertising. They gave us 30% off and told us the additional 20% would be credited once the items shipped. The items shipped and no credit was issued. We have called several times and were told several times that all managers were out at lunch and would call us back. We have never received a return call from anyone. All of the representatives on the phone are hard to understand due to a heavy accent.
They are not accountable, they could absolutely care less about providing even mid grade customer service. We have been lied to and told they cant give us their names or managers' names. We feel that this company is a complete fraud. We will not be shopping there anymore. Someone needs to step in and do something in regards to this company. After reading all other comments it seems that offering horrible customer service and running a completely unethical company is Forever 21's standard.
Reviewed Nov. 30, 2018
The last order I received was false advertising; the item was completely different from the item pictured AND the written specifications. They did not include a return form or receipt in my package, and after a week they haven't gotten back to me. They also sent me one shoe, (a singular shoe, for one foot) and failed to deliver a sweater and have nothing to refund me, will not talk to me, etc. They function like a scam, with false advertising, and outright lies in their return policy. Time to say goodbye forever.
Reviewed Nov. 30, 2018
Don’t ever buy Forever 21 products online. They have the most terrible customer service I have ever seen. They are too greedy!! They canceled my order twice claiming it’s my fault... but the fact is because they had a Black Friday deal and they didn’t want to honor it. I don’t know how they still maintain a company. One of the worker told me she can’t give me the same deal even though it’s their fault to cancel my order and her reason was “Forever 21 isn’t as rich as other companies.” I swear to God that is what she said. How could that be a reason for them not to give satisfaction to their customers.
No wonder you're not as big, because you don’t value your customer complaint. If this company has owner you should look into your company because you're going to go bankrupt one way or another!!! I was talking to one of the worker through chat and he took me out of the chat before I even got help or answers for all my questions. Usually customer service ask if you have another question or concerned before kicking you out of the chat. I have a pic of it too.
Reviewed Nov. 27, 2018
The manager name, Christian from Customer Service promised me will manually process my 3 orders. Still pending after my another first 3 orders got canceled for their own problem. GUESS WHAT! After making a promise, my 4th order got canceled again. I guess my last 2 order will get canceled as well. I guess I order during Black Friday and spending more than a thousand on buying their clothes. That's why they need to cancel my order. Please do something with this company. I cannot believe that how they run the business.
Reviewed Nov. 24, 2018
IF I COULD GIVE NEGATIVE STAR REVIEWS TRUST AND BELIEVE THEY WOULD OF GOT NEGATIVE 50X. I just want to say you guys are extremely horrible of a company, with a very questionable customer service. Because of you guys I missed out on the 50% off because one of your agent told me to wait until midnight for a better deal. Yet upon calling customer service 4x asking for a supervisor who was supposedly will call me back within 24 hours was a lie in itself. I'm extremely pissed off at how you guys can run a multi-million corporate like this. I haven't got a call at all. I'm losing out money because you guys are not training your call center correctly and sad to say they need to learn how to speak more clear and less attitude.
I care that you listen to all the calls in regarding my phone number as to why I caught a voice with your agents because they sound like some robots that repeat what I already know you. You guys are suppose to be solution solvers ESPECIALLY if you guys are the reason why I missed out on something. And the first agent I spoke to kept saying there is a glitch in the system like 3 different occasion. You would think you would put your money in a system where it doesn't GLITCH.
Bad agents name Mary, Adrian, Bre (2x) because apparently the first one hung up on me because she couldn't handle the heat because the company doesn't give these agent any rooms to solve solution. I called again since she wanted to hang up, got her again who tried to play a different person -_- with the same name but tried to switch up her voice. But her attitude was the same on the defense. When I asked for a supervisor was nowhere around... Greedy company that can care less about their consumers when we are the one giving you the money. Cheap ** materials, cheap ** customer service, cheap ** website. Cheap ** period. Shame! I'm just in disbelief at your degrading company.
Reviewed Nov. 22, 2018
I got a fraud alert on Thanksgiving Day for possible fraud charges. I pulled up my bank account and saw they charged my card 3 times for the wrong amount and 1 time for the correct amount. I called customer service, and was told "no worries, it's just a bank hold." When I said, "NO... It charged 3 times for the wrong amount and 1 time for the correct one," I was told because it was Thanksgiving, I was stressed out!!! UMMMMMM NO!!! YOU have me stressed out!!! Don't tell me what I am, and don't tell me to "no worries" because you have taken over $155.00 out of my account that was NOT authorized! She told me that since I would not listen to them, good bye and was hung up on! Wish I could give ZERO stars. I will NEVER shop online with this company ever again! Now my card has been put on hold and I can't shop TG and Black Friday sales!
Reviewed Nov. 21, 2018
Forever 21 has changed a lot since it’s debut. I used to find good clothes and deals before but now they’ve become a zoo. Their “web exclusives” are cheap third party brands that are misleading the consumer. The pictures online look great but the actual products are disgusting and doesn’t look like the online pictures whatsoever! When you try to return it they charge you for return shipping and the stores won’t return it. One store told me to take it to another store 12 miles away and I will be able to return it there but when I went they couldn’t return it either.
I finally made a big deal about it to the manager and they gave me store credit. The return to store credit process took 30 minutes because the cashier didn’t know how to return the order. I’ve then placed an order online with a store credit and forgot to use my coupon code. I couldn’t cancel my order right away from app so I contacted Forever 21 customer service via email 10 minutes after and was told to expect a reply in 24 hours. 48 hours later I still had no response so I sent another email, again no response. I finally called and I was told the order shipped and I was on hold for 15 minutes while the lady checked on my order to help me and she came back and said nothing could be done on her end after the order shipped but I could return my order and place it again. Then I asked to speak to the manager. I was on hold for a long time and the line got cut off. I will not be shopping at Forever 21 ever again.
Reviewed Nov. 21, 2018
I gave 1 star because I can't give it a 0. I bought 122.00 worth of product, it was never received and now I am fighting this and they tell me that FedEx said package was delivered so they are so sorry I can't get a refund and FedEx said, "So sorry you lost your money," but it's not their fault. Delivery guys said it was delivered so then that is what happened. Please show me a Signature and I would proudly suck it up but no there is none and no one wants to do anything. I will never buy again from here. If you are not home to receive package please do not order because you never gonna see your product or money again.
Reviewed Nov. 16, 2018
I purchased a pair of heels for an upcoming wedding. At home, I cut the string and tried the shoes on to find that they did match well as I'd hoped. I was unable to locate the receipt and do contacted a store manager for advisement. I was told that they can't validate receipt of purchase via my card and because the string was cut the item is deemed unreturnable. So now I'm stuck with shoes I don't want. I will never shop with them again unless they implement a better return policy.
Reviewed Nov. 13, 2018
My sister purchased a skirt from their website, after arriving the product was not a skirt, was a cheap short, after a week we sent it back in its new condition with the tags, as we had no time to return it quickly, we sent it on regular shipping and was no far away, should have arrived in a couple of days. We receive note 2 weeks later, saying that they cant accept instore purchases thru mail, and we should send prepaid label to return it. Attached to the package was the return form, and all the information clearly stating that it was online purchased. They reply two days later saying that since it is out of return time they will not accept and if we not pay for the prepaid label they will throw away. FOREVER 21 ONLINE SERVICE SUCKS!
Reviewed Nov. 13, 2018
This was not my first order from Forever 21 but let me tell you about this one... Long story short, I ordered a pair of black cargo pants. Belt was a little long but loved the pants. Wore them ONCE for a couple hours, washed them in cold water with Zero for dark clothing, hoping to preserve that rich black color. Pants looked like they had been washed over and over. Color faded and looked horrible. Terrible quality pants, didn't hold its shape... Contacted customer service and asked for a supervisor to call me back because they had been worn and washed so the return policy was not looking good for me. Nobody called back.
I contacted Forever 21 customer service and conveniently I was told by a manager (after insisting that I would hold for a supervisor to become available as I was not willing to wait for someone to call me back again) that it was too late to return the item and would have to try my luck at the store level. I did not buy this item in store, I purchased it online. The only good part of this story is that the manager at one of the stores did allow me to exchange the item for anything else in store of the same value or pay the difference, of course. I have had bad experiences with the quality of their clothing before but I know that stores change suppliers and quite often you can find some cute one of a kind items.
Forever 21 sells horrible quality clothing consistently, and customer service is extremely rude when you phone about online orders. Put them in their place and stop shopping at these stores that do not appreciate your business. Without us, there is no business. Have y'all seen the Forever 21 clothing in the Canadian stores for Fall/Winter 2018? Sasquatch looking nonsense and some weird funky looking nightmarish fashion no no no, never!
Reviewed Nov. 11, 2018
I ordered two dresses from Forever 21 on October 2. Returned it by mail October 10th. They received it Oct 14 (according to post office). It's now Nov 10th and I have yet heard anything about my return!!! Read other reviews, similar to mine... If you going to do a online purchase make sure you are able to, return it in a store!!!
Reviewed Nov. 6, 2018
I ordered two items online from Forever 21 in July 2018 to be shipped to the store closest to my house, figuring that this would be one of the quickest options as I was needing these items for an event later that month. Upon ordering it indicated that the package would arrive in 5-10 business days, it has now been OVER 4 MONTHS and the product JUST ARRIVED TO MY STORE. I was originally told that I would not be able to cancel my order and receive a refund, however I would have to wait until my package was delivered to the store and after 10 days if I didn’t pick it up, I would receive my refund.
It has been 4 months of ENDLESS phone calls and emails with NO RESPONSE OR ANSWERS so I still have no idea if I will even receive my refund for these products. I was a loyal F21 shopper, but this experience has been absolutely horrifying. Forever 21 should be ashamed in their disgusting, lack of customer service and business practices. DON'T WASTE YOUR MONEY OR YOUR TIME!
Reviewed Nov. 3, 2018
I ordered online, all 4 items fit horribly either too big, too small, thin and cheap looking. So I looked for my packing label so I can return them and there wasn't one. I called customer service and they said 2 of my items are final sale and the other 2 can't be returned to the store I have to mail back. Nothing in my order said anything was final sale. So now I've lost money on something I'll never wear AND I paid extra for express shipping. I'll NEVER order from them again.
Reviewed Oct. 31, 2018
Forever 21’s return policy for online order really sucks. I’m within my 30 days of return so I tried returning the item in my local store instead of sending it back spending more money on shipping. I was told it cannot be returned to my card. All I can get is a store credit or exchange it for something else. Smh. It’s basically telling people if you buy something online and it doesn’t fit or you don’t like it you’re screwed and can only pay more money to return stuff you don’t want after. I return this item and pay the rest of my card off. I’m done with Forever 21.
Reviewed Oct. 29, 2018
None of them knew what they were doing. The managers were even worse. They apologize but don't help at all. Absolutely horrible. If I could have returned the item to the store as opposed to mailing it back and paying for shipping I would have told them what they could do with their pants.
I will never again give them one cent of business. I tried to call the head office but it only lets you call straight back to the horrible customer service. Go online to various sites. There are literally thousands of negative reviews of Forever 21's customer service. I don't know why the company does not get their act together. Stay away and save your money. There are a lot of better retailers that care about good customer service.
Reviewed Oct. 23, 2018
Customer care definitely do not know how to honor prices when it comes to customer unsatisfactory towards false advertisement. Telling me there is a difference between the US and Canada which is understandable. Clearly I've always ordered from the site. Customer care does not help at ALL to find a solution, really frustrating. I have never been treated so badly the way this company keeps prolonging me in my entire life. For a supervisor to get back they have me waiting like an idiot, Very poor service. I have two letters from customer care stating that they were going to resolve the solution, once again they turn back on their word. Horrible Service!!!
Reviewed Oct. 11, 2018
This company is a fraud. I ordered a dress online in June amongst other items. The dress did not fit me so the next day I went to their retail store to return it. They scanned it and said the item was not in the system and that I had to return it via mail. So I sent the dress in the mail. After two weeks I inquired about my refund via chat. The representative that was “assisting” me said the dress had a no refund policy. I gave her the order number, the item number, a description and even the code for the dress. They said they would issue my refund within 4 weeks. The next week I contacted them again and they had received my dress but again stated that it had a non return policy. I provided all the information needed again… The exact information, nothing happened, they told me to wait.
For the next couple of weeks I would call them several times. All those times in which all of the people who answered the phone had the same conversation with me again and again. I provided for all the details and they kept saying the same thing as if it was a script they were reading from. The last time I called they said one of the representatives had been "trying" to reach my phone. I NEVER received any phone calls from them, not once. I decided to write an email explaining the whole situation. Providing the details again and even forwarding the email with the confirmation of my order. They said they would look for the item in the warehouse...
After calling and writing for 4 MONTHS they say: oh no! seems like your item was discarded because it was in the warehouse for too long. So they literally stalled my refund for 4 MONTHS. Just to say they discarded the item and that they wouldn’t refund me? They wasted my time and I wasted my money or more like they robbed me. I should have just kept the dress and fix it on my own. What a joke of customer service you have. I WILL NEVER EVER shop here again.
Reviewed Oct. 10, 2018
I am a VIP member at Forever 21. I love everything they sell, sure, BUT they have horrible customer service when it comes to really needing something. I usually ALWAYS order online. This is the second time this happens to me and I got the same response. I ordered a bathing suit once. It was supposed to be XL but they sent L. So, I sent it back, and repurchased it, and they sent me L AGAIN! I needed the bathing suit for a certain day and I ordered way ahead of the day, but they messed up twice. So I asked the customer service representative if she could expedite my shipping because I needed it by certain day and it was their mistake. She simply told me no, there was nothing she could do. They said they’d give me free standard shipping and that was it. However, I ordered this maybe like a month and half in advance, and that’s all she could offer me after they sent me the wrong size TWICE and I called about it the first time.
Anyways, second time, so I ordered a shirt on 10/04, & I really needed by 10/11 for a concert. So, logical thing to do, I paid extra for Express shipping, I knew it would get here maybe in 4-5 days. So, I received my tracking number and shipping notice and even an estimated delivery date which said, 10/09. So, I receive nothing. I figured maybe it was a little late. FedEx tends to deliver packages in the evening sometimes. Today, 10/10, I look at the status online and it says only a shipping label was created. So, I call FedEx to see what’s going on. They say that the shipper (Forever 21) did not drop off the package at a FedEx location.
So, I call Forever 21 customer service. They thank me for being a VIP customer and then they look into what happened to my package. I was put in a very long hold, and she returns to tell me that my package was sent back to the warehouse. So, I explained to her that I needed it by tomorrow 10/11 and that is why I paid express shipping. So, I told her if they could send it to me so it would be here tomorrow. She puts me on a long hold AGAIN. She comes back to tell me they can only offer me Express shipping. Of course, I’m furious, I was a little rude because this is the second time they do something like this. They don’t care if you’re a VIP customer or regular, they will not help you farther than what you pay for even when it is their mistake.
I know they can send as “Next Day Saver” because it is in the shipping options. I know I did not pay for it, but I paid Express shipping a week in advance to reassure my package would be here by the time I needed it. However, they will not go out of their way to make sure the customer is happy even if it means having to pay a few more dollars. It was not my fault the package wasn’t here on time, it was theirs. I asked for a refund. There was no use of me having that item after the day I needed it. Their customer service is horrible. The customer should always be right and they should try to make them happy no matter what the problem is. & I WAS RIGHT & they still didn’t do anything to fix it.
Reviewed Oct. 4, 2018
I ordered a pair of pants & received them in the wrong size, so I returned them & got a full refund. Ordered them a SECOND time & received the WRONG item again, called customer service & they gonna tell me I have to pay for this item a THIRD time & sent pictures of the incorrect item, & they would send me a return label & as soon as the pants get back to the warehouse they would refund me! HELL NO. ABSOLUTELY NOT. I refuse to pay for a pair of pants a third time when it’s ** ups on their end. They have the worst customer service I have ever seen in my life! I wouldn’t recommend this unprofessional company to nobody!!!
Reviewed Oct. 2, 2018
I really like Forever 21, but never order from online! My package never came. When I contacted customer support, they gave me a form for an investigation on the lost pack. It's been 10 days and I haven't heard anything back. I have been emailing them for the last 2 days and I still haven't received a response.
Reviewed Sept. 29, 2018
So I place an order online with F21, a store that I normally really enjoy and own a lot of clothes from (that were all purchased in store). When I first check out I use PayPal to pay and enter a discount code for 10% off. Everything seems fine until a few days later I get an email canceling my order. When I call up I find out that instead of using the correct billing address given on PayPal, they automatically assumed my shipping and billing ones were the same. So when my bank couldn't confirm the billing address they auto canceled the order. Ok, fine, annoying but I'll call up and replace the order. As it turns out, they can no longer honor the discount (despite the mistake being on their part) and charge me full price.
Forward a week and my order arrives, but one of the shirts is wayyy too big. Ok, I'll just return it in store! Today I got to the store to exchange the shirt and when it turns out they don't have it in stock I ask the lady to just order it online again for me right there. She does so, and it's all fine until I find out that I have to pay an extra $5 shipping charge because of THEIR mistake. Oh and she also entered the wrong address and never asked me to double check it so there's that.
Overall I would recommend NEVER ordering online. I ended up spending an extra $15-$20 when compared to my original order. They keep trying to squeeze more and more money out of you and refuse to own up to their mistakes. It's a disgusting business practice and the customer service is terrible. Please never make the mistake I made.
Reviewed Sept. 19, 2018
I ordered some items over $100 from online. When two of the items didn’t fit I prepared them for return. I paid for postage $18 to send it back to receive a full refund. Which I never received and when I called customer service they told me this would take a month to receive the refund!! Still never got my refund back. The worst company I have ever dealt with and seen sooo many reviews of stealing customer's money and yet they are still in business. Mind blowing!!!
Reviewed Sept. 19, 2018
I've bought $104,68 in good on 8/9 and I've never gotten my items. When I talked to Forever 21 they made me fill out an affidavit and they would send for investigation. So I did filled out on 8/31 until today 9/19 they are still investigating. Do not buy from them. They are stealing!!! I will make a complaint with my credit card company. When I call them they say sorry but we are still investigating. I will never ever buy from them again.
Reviewed Sept. 15, 2018
I ordered about 7 items online and I did store pick up as I had a bad experience in the past for doing home delivery, therefore I have decided to do store pick up since then, thinking it will be convenient. But no, this time I never got my package. I ordered on 08/27/2018, after few days later I got a confirmation email that my items are ready for pick up in store on 09/07/2018. I went to the store to pick up on 09/12/2018, they told me they do not have it. I called Forever 21 helpline, the representative from customer service told me that the item was delivered and it was scanned at the store by an employee, she also shared the employee ID number who received my package with the store manager over the phone. They just didn’t even investigate about my package and told me to get a refund. I told them if the item was scanned, then how can it be lost just like that.
Such a bad experience, I was excited and was looking forward for my shopping. They have wasted my time and energy, I drove to the store to pick up. They didn’t even look around properly. By their actions and what Forever 21 customer service representative told me over the phone, one can only assume that there is something fishy and my package was not lost. Instead the store people might have kept it. They don't care about their customers. Such a waste, I will not suggest anyone to do business with them if you want that kind of service. It was very unprofessional.
Reviewed Sept. 15, 2018
I ordered about 7 items online and I did store pick up as I had a bad experience in the past for doing home delivery, therefore I have decided to do store pick up since then, thinking it will be convenient. But no, this time I never got my package. I ordered on 08/27/2018, after few days later I got a confirmation email that my items are ready for pick up in store on 09/07/2018. I went to the store to pick up on 09/12/2018, they told me they do not have it. I called Forever 21 helpline, the representative from customer service told me that the item was delivered and it was scanned at the store by an employee, she also shared the employee ID number who received my package with the store manager over the phone. They just didn’t even investigate about my package and told me to get a refund. I told them if the item was scanned, then how can it be lost just like that.
Such a bad experience, I was excited and was looking forward for my shopping. They have wasted my time and energy, I drove to the store to pick up. They didn’t even look around properly. By their actions and what Forever 21 customer service representative told me over the phone, one can only assume that there is something fishy and my package was not lost instead the store people might have kept it. They don't care about their customers. Such a waste, I will not suggest anyone to do business with them if you want that kind of service. It was very unprofessional.
Reviewed Sept. 14, 2018
I placed an online order for over $500 worth of clothes, only to not receive them for a few weeks. Then, when I sent some of the items back to get a refund, I was told it wasn't within the return time frame, even though I had received them late in the first place. On top of that, they wouldn't return these "non-returnable" items back to me until I paid for postage to send back to me. And threatened to discard them (probably resell them). So there sits $300 of my wasted money & I have nothing. I am furious. And now since I didn't learn my lesson, I sent back my 2nd order within the time frame & have yet to hear anything or get refunded anything back yet. Horrible company.
Reviewed Sept. 12, 2018
First of all, online chat. I asked them about my shipping and after he explained the shipping out 5-7 days to arrive, which wasn’t even my question, he then asked me if he could help me with something else and immediately left the chat, before I could even spend a response. I ordered something for store pick up, for a vacation I was taking, now the clothes aren’t coming until the day after I leave, but now they're telling me I have to wait a few more days. So annoyed. How do you buy clothes for vacation and then being told it won’t come until way after. For that I would’ve gotten it next day shipping or looked somewhere else. Annoyed because now I have to repack and now I have to spend more money on outfits for vacation because they decided to not abide by the promised date.
Reviewed Sept. 9, 2018
I ordered a dress, paid for next day express shipping. This was in February, still haven’t received the dress. It’s September. I have called a dozen times, first two they weren’t able to start a claim. Gave it some time, four calls in a row, they started a claim, but really didn’t. Each time a new claim was supposed to be processed. Three times a representative was supposed to call me back with information on my missing package. No calls. I had also been emailing, never received a response.
Called last month AGAIN, only to find out my package has reached the date of expiration for claims. So, no longer their fault or responsibility. $60 thrown away. This is the third missing package over the course of a few years. Also, if you use their PayPal option, you cannot get a refund, only store credit. This used to be my go to for inexpensive basics and the occasional ‘wear once or twice’ dress, since the majority of their products don’t last longer than that. Their customer service is a joke, in and out of their stores.
Reviewed Sept. 4, 2018
I've ordered some clothes and funds on my account have been blocked but I haven't received any order confirmation etc. After an hour they just sent me an automatic e-mail informing that I have some products in my bag and I should hurry up and buy them. Almost two days passed and I still don't have any information regarding this order. I've contacted my bank and I have to wait one week to have my blocked money back. I will never order in Forever21 again. I only wasted time.
Reviewed Aug. 21, 2018
Shopped from this company a couple times of year, mainly online and sometimes in store. Recently I placed an online order which was received 8 days later. Had an issue with a missing crop top that was sold as a set with a matching skirt. For the past 3 weeks, I've been given the runaround through emails and the reps. Will not patronize them anymore. Extremely poor customer service. The issue became my problem. And yes they took my money and this issue is still unresolved. Buyers BEWARE!!
Reviewed Aug. 20, 2018
BEWARE! I just had the worst experience with Forever 21. I'm a frequent buyer at this store, in-store and via online. Last Friday I received an email regarding a discount on all purchases including free ship, so I pick a few items. I was supposed to get a 40% off my purchase but the system was not working right so I contacted an employee via chat and told me that I should wait through Monday to talk to someone of customer service because she wasn't capable of assist me.
So I've been holding my purchase since Friday to talk to someone that could help me with to place my order with the discount offer, woke up at 7:50 am to speak with an associate first thing on Monday morning to hear that I lost the offer because today is Monday and offers can't be extended. I explained the situation and even said that I had an screenshot of my conversation about my inconvenient when trying to place the order during weekend but none of that mattered because they did not care. Today I'll unsubscribe because I not going to be treated like this and getting tricked by listening to fake promises, making you wait so you end up losing the "promo" and end up paying full price on everything! If I were able to rate the treatment I just received I'd rate 0 stars.
Reviewed Aug. 18, 2018
Long time customer - I’ve used shipping and bought in store for many years. I had one package ($138) that I did not receive whether it was lost or stolen. They will have you fill out a ‘claim’ but will give run-around for weeks. They will do nothing.
Reviewed Aug. 17, 2018
Ordered a jacket and a skirt along with a few other things. Problem with the jacket was it fit extremely small even compared to the info on the model in the photo was wearing a smaller size than I ordered and is taller than me. Problem with the Skirt is it had loose buttons and a stain on the front you could see through the package it came in. These items were final sale. I’m sure because they were defective. Sneaky scammers. Anyway, I contacted a chat representative and got one named Mary **. She stated I could return the items through mail. NOT IN STORE BECAUSE OF THEM BEING FINAL SALE. She said she even got an exemption for the jacket. But first I would have to send photos of the items and include the attached tag to get approved for a prepaid shipping label. I screenshotted this whole convo.
I sent one and some dude named James replied two days later saying the items ARE actually damaged and I’m eligible for a refund on my card. I printed out the tag and shipped the items. A week later it arrived at the warehouse and I immediately call them and they say they’re still processing it and looking at the clothes to confirm the damage. Yet I had sent photos already. Ok. Anyway three days later I get an email saying they can’t give me a refund because they are final sale items and will have to either charge my card to ship the items back to me or keep the items themselves. That is not what I was told! I would rather you tell me I'm not eligible for a return at all rather than have me waste my time shipping back to you only for you to change your mind! I was livid!
I emailed them screenshots of Mary Joe and they sent me a whole copy and paste of the return policy as if I didn’t already know it. Issue is saying I can return final sale items and ignore the return policy in this case, and then say I can’t get my refund anymore ONCE YOU HAVE MY CLOTHES. Getting hold of them on the phone was impossible. I got on the website live chat again. Some dude named Norman said they can offer me a “one time courtesy” since I’m a VIP customer and refund the items to my card in “one billing cycle once it has been posted”. Whatever that means. One day? No clue. But best believe I screenshotted that chat as well.
If I don’t get my money back by next week, we will have a problem and will file a dispute with my bank. They are never getting a single cent from me again. Online OR in store. Funny thing is when I tried writing a review on the items more than once, the reviews never went through. But others did even if it was a low review. They are very sneaky on what they approve during sales ON final sale items. Be careful with these thieves.
Reviewed Aug. 8, 2018
Ordered 3 items (pants) online. 2 in X-Large and one in Large and paid using Paypal. The items arrived in a timely manner. The Large item fit, where the 2, X-Large items were too small. Clearly something wrong, and needed to be returned. I went to Forever 21's website to get specifics on return process where I learned that Paypal items returned to the store would NOT be refunded but a store credit would be issued. As this information was not visible (nor acceptable), I would've used another method thus eliminating any hinderances.
Since the items now have to be returned by mail, I learned that I must absorb the return shipping fees, which considering the circumstances I believed should be Forever 21's responsibility as their items run smaller than advertised. Unfortunately, Forever 21 disagreed even though they know their product but refuse to take the responsibility and pass that burden onto the customer. To shop at Forever 21 is not a deal but a gamble that will cost you more money.
Reviewed Aug. 4, 2018
My order took more than 9 days to arrive. I called FedEx and they told me that the service is for 2 weeks. I don't understand why the ** in the page says that, "Your order is arriving in 7 days." I wouldn't be so mad if I didn't have a flight scheduled before the package arrives. I delayed my departure and my time it's not their time!!! Don't promise 7 days if you are giving a 2 week shipping!!! I called customer service and they didn't have an answer. Also they were rude!!!
Reviewed Aug. 1, 2018
This is the worst company and I will NEVER shop with them again. I placed a $145 order, I never received it. Contacted customer service 1000x and explained and they refused to refund me. They kept saying my shipping address was wrong when it wasn’t! They completely lied, they just didn’t want to refund me. I kept requesting a supervisor and they never got on the phone. Forever 21 don’t care about their customers. They will steal your money when you don’t get your package. They don’t care. They tell you to contact the carrier. Horrible company and they need to be sued!
Reviewed July 25, 2018
I ordered $150 worth of clothes (2 dresses, 1 romper) But never receive my package. I called customer service three times and same response each time telling me they need more time and that the issue is still under investigation. By the 4th time, I was informed that Forever 21 take no blame on this matter and that I needed to contact FedEx to see why my package was not received. Very pathetic, will never shop with them again!
Reviewed July 20, 2018
Confirmed all item were ship comparable to United States as well as Australian rules and regulation. I shipped it with USPS and I received and I followed all shipping laws and regulations. This is the reference {**} which I shipped 2 months ago and I have not gotten my money. I sent all documentation to you. I really need this case to close so I can get my money. This is not fair because the customer got the all the products now, I am out of my money. This has been the 10th times. Thank you.
Reviewed July 15, 2018
Made my first purchase at Forever 21 online in March 2018 and shipping was supposedly lost in Shanghai. Goods never arrived and got initial apology email proposing refund. However 20 or so emails following up since and no responses and no refund. A terrible experience and this site has no interest supporting customers when things go wrong. I would not use this site ever again as it is a scam. The initial apology and refund emails are just a scam to defer any action. Please do not buy anything online from Forever 21. Horrible experience.
Reviewed July 14, 2018
I shop at return often, a couple times a month spending at least 100$ each time. I usually return items I don't like at their store near me but sometimes they have "web exclusives" that must be returned by mail. I ordered 2 of these "web exclusives" and didn't like them so I sent them back. I'm always wary of "cheap" stores like Forever 21 when doing returns so I keep a copy of my tracking # and receipt, as well as a picture of the items in my shipping box, and a picture of the box with the tracking label on it... So, I did that with this order and it got delivered to their warehouse, and they processed my refund. BUT, they only gave me a refund for 1 of the items, claiming they didn't get the second item (a pair of shoes/heels). I contacted customer service letting them know there was a mistake and they said they'd have to check in with the warehouse and get back to be in 24-48 hours. This already annoyed me...
Then 3 days goes by, still no update or email or any info from Forever 21 about the refund. So I contact customer service again, then they tell me to wait another 2 days. I told them about the proof I had about returning both items and they had no interest in seeing them and disregarded that... Another 2 days goes by and they still have no update! Ridiculous.
Reviewed July 13, 2018
Wow!!! What a disgusting, unfair, and low return policy for a damaged item which I purchased at regular price!!! After making a $105.00 purchase at this store, I realized that the most expensive item, full of ruffles and intricate designs, was defective. Just went to the store and made the naive and honest decision of letting the cashier know that I was returning the item, which she was ready to exchange, because it was defective. She stayed quiet... and waited for me to show her the damaged spot. I had a hard time finding it... because it was definitively not visible!
Once I showed her the spot she notified me that "damaged items could not be returned." Well... this is unfair and unheard of in any other similar, but even higher quality, department store (e.g., H & M, Old Navy, Gap). I notified her that I would write this review upon charging out of the store, will never buy another item from any Forever 21, and will contest the charge with my credit card company. However the only thing I lied about... will simply stay quiet, return it at another branch, but certainly, will also definitively stop purchasing anything else from them until they come to their senses and change such a low, unfair and sneaky practice!
Reviewed July 13, 2018
They have an extremely vague return policy & they’re also unaccommodating while being 100% equipped with the knowledge of the grey areas they have around their policies. Will not shop with this low-budgeted, & out jobbed company going forward.
Reviewed July 2, 2018
The outsourcing is comical. They understand nothing. Are rude, no supervisors and have no concept of fair business or false advertisement. If you order an item and it goes 50% off within the hour, they do not price adjust. No tracking information. The American consumer is treated like crap!!! Avoid this place! I wish our consumer dept. would take action after the large amount of complaints.
Reviewed June 28, 2018
They take up to 3 weeks to issue a refund. I hate that every time I have to pay postage fees (from 8 to 10 bucks) and then I do not hear from F21 again. I never receive an email saying that I will receive a refund or anything, never. Other stores process returns extremely fast and issue credit or refund within 2-3 days from day of receipt. With F21, I wait for weeks and then have to call and wait on hold forever and keep my tracking info and bla bla bla, then the agent repeats some vague policy. Then I hang up and receive the refund (at best)...so I had to call to get my refund? They forgot?
I got tired of that. But it got worse. I returned recently some defective boots and it took a month for me to get my refund even though I called F21 and they told me I'll get it. 2 more weeks passed to receive it. This has been happening for the past 2 years and I'm foolish to keep ordering from them. I had enough and filed a dispute with my bank twice to get my refund including tracking info and all and then F21 banned my account from ordering. LOL. Well better give my money back on time fellas. I've spent a fortune on this store. Very bad attitude towards loyal customers.
Reviewed June 14, 2018
The worst experience with online order! I love Forever 21 and I’ve always shopped in stores with no problems. I used to order online years ago as well. Recently I’ve purchased dresses from the website. Kept checking the status of the order which was “pending” for days!!! I decided to call and find out why. So the reason I was told is that something is happening in the warehouse and that they will submit the claim and will send an email update to me. Right!!! Waited 2 days... still no changes. Just “pending”. Called again... same crap. 12 days later I get an email saying my order was canceled!!! Wtf?! So I call again and this time they blamed it on the Forever 21 credit card. Saying I should call them and find out why and then call THEM back and reorder. Is this a joke?! Ok so I call the credit card and they inform me that order was approved on the same day. I even confirmed that my name and address were correct.
I decided to reorder my dresses... only to get an email that it was also CANCELED!!! This time I write an email... Guess what their response is??? That the credit card had wrong billing address that didn’t match theirs. This pissed me off already to the point where I sent snapshots of addresses on file. Their answer: "Please call us to confirm billing address." So this morning I called and we are back to the BS about credit card and that I should reorder!!! Still waiting for the supervisor to call me. The customer service definitely has a paper that they read off of, because they all sounded the same with the same sentences and words. The most ** thing I’ve ever experienced with online purchases. Never ever order from them again people!!! The worst!!!
Reviewed June 13, 2018
I have been haggling for 3 months for a package that was shipped to store, and lost in transit. My order was placed on April 21. I received an email shipment confirmation on the same day. One month later, the package had not been received by the store, and the order status still stated Shipped. I called customer service and was told they would investigate the matter, and I would hear from them in 3 - 5 days. Customer service never contacted me; the store did not receive my items; the shipping status remained at shipped. I called back in June. Same ordeal. Customer service told me they escalated the matter and would get back to me with results. Two weeks later no word from Customer Service; no package received; status still says Shipped.
I called Customer Service yet again, and requested that, since it has become evident my package was lost in transit, and as a customer courtesy, that my items be re-ordered and sent to me via express shipping as a courtesy. Customer Service informed me that PER FOREVER 21 POLICY they will not re-order the items, and instead, told me my only option was a refund. In order to process my refund, they needed to reach out to the store for a THIRD time and wait for the store's response. I frequently shop online and I have never before encountered a store that will go out of their way to displease the customer. Three months in transit with no receipt renders it obvious that package is clearly lost. I will go out of my way to tell anyone and everyone that I can about Forever 21's dishonest and fraudulent practices.
Reviewed June 12, 2018
My niece wanted a Forever 21 gift card for her birthday. From online, sent her a $50 gift card via snail mail, but was never confirmed sent. Several days later, got email that there was a "discrepancy" not specified and so the gift card was never sent. Due to the pressure of being late for birthday gift, sent an online e-gift card and but never sent despite my sister looking through email and junk mail filters, etc for weeks.
I wrote Forever 21 twice without reply. I stayed on hold to get through customer service during their limited service time (I cannot call during work-hours at my work) and got through to a customer service representative who said they can only email to the same email address. Unable to get through to a supervisor, but someone may call back in 24 hours - still waiting and like other customers, am doubtful will ever call. I am out of $50 because of my niece's wish, but will never shop Forever 21 again. Worst computer system and customer service I've ever experienced. See that others online have similarly negative experiences, plus Forever 21 with data-breaches - very consumer-unfriendly company.
Reviewed June 9, 2018
The item that my daughter wanted was poorly made which we purchased online. It was a return by mail only item. I am dissatisfied that in order to return the item, I had to pay the return shipping fee. It costed me $7.30 to return the item. This is outrageous. Other companies provides a prepaid return shipping label. I am never going to shop at Forever 21 again.
Reviewed June 9, 2018
Worst place ever! I ordered something online and had it delivered to the store under my daughter's account. MY DAUGHTER IS A MINOR! And because she did not have photo ID they refused to give me my item. I tried everything, showing them my receipt, verifying the card I used to purchase the item, even my photo ID. All I got was "we cannot release the item until photo ID is provided". My daughter is a freaking minor!! What the hell Forever 21?? I will never shop here again and if you want to save yourself the headache, avoid this place at all cost!
Reviewed June 5, 2018
I purchased 4 items totaling over $100 Early May. The items look nothing like the online pics. The platform shoe looks like cheap plastic the kind they use for kids toys with brown paint over it. The maxi dress was oversized looked nothing like pic. I called the company and emailed several times. They said a supervisor would call me back. The supervisor never did. I finally spoke to a representative who said informed that the items look nothing like depicted online. The platform shoe was some sort of plastic, cheap looking item. One item marked final sale looked like it could for a 4 year to old. I said it’s marked final sale because it’s defective and you know it. I asked why am I paying to ship back items that look nothing like the pics online. I informed that I’m out money having to ship the item and not receiving back my money for an item that cannot fit me. She stated she spoke to a supervisor who agreed to return the final sale item.
On 5/25 I had to pay $20 to ship the items out to Forever 21. Today 6/5/18, I received an email that they are not refunding the final sale item. I called and they’re asking for security questions name address and four digits of card which was used to purchased. They do not sent that in email for security so why ask me over the phone? I don’t know which card I used for the transaction, I’m asking for a supervisor and the rep keeps stating she cannot move on until she receives the info. I give my most used card information and it worked. I asked for a supervisor, the rep placed me on hold comes back and says there is no supervisor available. I hung up. This is pure aggravation. This company is playing with my money and I do not like it. Their customer service sucks. I sent another email to them. I’m sure I will not get a response.
Reviewed May 27, 2018
Daughter ordered a romper online with gift card and overage on a credit card three months ago. She wears a small but this was too small. There are no stores in our area to exchange for a medium. Read the exchange/return policy in detail, as stated then, and was on the return form used, that items could be returned (at your expense to mail) and the exchange would be sent in 4-6 weeks.
Having almost forgot about it, followed up, and Forever 21 stated they would issue refund, that there was a policy change where they no longer exchange sizes and would have to go to a store to exchange (which there are none) and would put the credit on the gift card and balance on the credit card, both of which I do not have any longer. They would not ship the exchange in the medium, even though the return policy at the time said they would. Forever 21 still gets the money, we are just out the clothes. Unbelievably disappointing. Buyers beware of ordering online from Forever 21.
Reviewed May 23, 2018
I ordered two dresses over two weeks ago, still nothing. Apparently, my package was lost. I was hung up on several times, sent to various reps and supervisors that never answered, etc. I finally spoke with the corporate office who informed me that I would need to spend my time printing, filling out, and sending back an affidavit, and then once they receive the paperwork I would get a refund in "around" five days. I am baffled that their customer service is set up so that the customer is punished after spending money and receiving nothing.
They informed me that in order for me to get the dresses (that I need for an event in two days), I will need to reorder aka pay again (prior to receiving my refund), as well as pay for expedited shipping out of pocket - which equals the price of each of the dresses that I originally ordered. So basically, I am out $150 and they won't even accommodate me to pay for shipping if I was willing to order a new dress.
A warning to future customers: Stick to Nordstrom (or a store who knows what customer service is). I swear I could return my groceries to them and they would take them with a smile on their face and ask what else I needed. To Forever 21: If you even bother reading these; I am well aware that you make plenty of money, and that losing one customer means nothing to you, regardless please note that you have definitely lost my business. I sincerely hope that you rethink your policies and choose the customer over greed in the future.
Reviewed May 9, 2018
I ordered two dresses for myself and four pairs of shorts for my son. I haven't measured the dresses yet but they don't fit per the size chart. Two of the pairs of shorts were received in ziplock type bags, I'm assuming they were returns based on their actual sizes which differ greatly from stated size. I ordered 30", the size chart says they should be 32" waist. They're 29". The inseams and rise aren't as stated either, one pair has a 7.5" inseam, the other 8". They're both supposed to be 9.5. Same for the rise, neither is 11", both are shorter and both are different.
The other two pairs have a 30" waist and again, the rise and inseam are not as stated. I'm including the order number. I'll call customer service tomorrow. I don't actually expect anything from it but isn't this fraud? My entire order was only $70 but I just bought a bunch of camis from them that were shorter than expected. I'm going to measure them. So that's $100 total that's really just stuff I have to donate. Oh, they're final sale so I can't return them.

Reviewed May 7, 2018
I ordered two items 9 days ago and I have been keeping track with the status since it's been shipped but it keep saying the same thing "It's on the way." First and last time ever ordering online from them!
Reviewed May 7, 2018
I purchased a dress online and it would seem that this last order their system used an old address of 4 years ago. I run a company and didn't have time to check my order until today and saw that it was shipped and delivered to the old address. I called customer service and spoke to DRAKE. I must say he was nasty, rude and just plain horrible. Blaming me for the mistake and questioning me for not contacting them sooner within min of our conversation. I explained that I had updated my new address as I placed the order but it was still send to old one. He question me about not looking at email confirmation and I told him I didn't received one and the order wasn't a rush so I put in the back burner (as many of us do with a busy lifestyle). At that point he was short of mocking me. Truly one of the worse experience I have ever received.
Reviewed April 25, 2018
I ordered a top online because the size I needed wasn’t available in store. The first red flag should have been when the girl at the register told me they couldn’t order for their customers (because ALL stores offer to order for you). I ordered anyway, this was my first time ordering online, I usually just buy in store. I placed my order and got the order received email- awesome, right?! Well a couple days later I checked my order status and found that F21 had CANCELLED my order. Get this though- THEY DIDN’T notify me!!! I immediately called to see why. They said the house number was not listed. Ok, here’s the house number go ahead and redo the order- nope they said they can’t do that, I’d have to wait for my refund and order again. Ok, how long will the refund take? They said one to two “billing cycles”. Well what the heck is a billing cycle- THEY DIDN’T HAVE AN ANSWER!!
They told me to call MY bank. Mind you, I paid everything BUT $1.05 for the order on a F21 gift card!!! WHY would I need to wait for store credit?! That should be immediate ESPECIALLY when I never even received the merchandise!!! Here I am 5 business days and 7 calendar days later STILL waiting for my money/credit back!! I’ve called and called and called to no avail! The LAST rep I spoke to today said all the previous info I’ve gotten was wrong and the gift card should have been immediate. Really?!! And to think I was ordering in enough time to get this one friggin' top for a trip, now I won’t get it in time- if at all! All reviews here are just BAD!!! I’m allowing them til Friday and next stop is BBB. Please just don't order online!!! I won’t even shop in store after this! I’m sooo done with F21! #MeanIt
Reviewed April 18, 2018
I returned two tops in the same package that came in the same order. Both tops did not fit me and were not quality for the price (over 30 dollars each). I checked the status of the return and I was only refunded for one item. I called and they said they contacted the warehouse and to call back. Called back. Still not resolved. Called again and they informed me that the other top was not in the package and I would not receive my return. They suggested that I should contact USPS about the package.
Why would I waste my time contacting USPS when they didn’t package my return for me? I simply dropped off the sealed package before receiving my tracking number. I was told a supervisor would contact me within 24 hours but I am not counting on it when Forever 21 told me that my package was inspected and they “confirmed” that only one item was returned. Never order from this company. Their items are crap and their customer service is crap. It is a waste of time and money to try to save money through this company. I will tell everyone about their fraudulent ways and I will be calling them daily until I receive my refund.
Reviewed April 12, 2018
This is the worst customer service I have ever received. Would have given 0 stars if I could. I ordered a pair of shorts from Forever 21 and was sent the wrong size. I contacted the customer service department by phone the day I received the wrong item. I was told to email the customer service email address with a photo showing the tag that would indicate that I received the wrong size in order to get a free shipping label (otherwise I would have to pay to send them back), which I did right after getting off the phone with customer service. 2 days later, I received an email stating I would need to send more pictures showing the store tags with bar codes but I had already told them the shorts I was sent did not come with store tags, only a clear plastic bag with bar codes with the size I had originally ordered not the size I had received.
I obliged and sent new pictures with the clear plastic bag showing the bar code and told them there were no store tags on the items I had received. 5 days later I had still not received a response, so I called customer service again. I was given the runaround and told that the customer service representative was not able to do anything about it because the returns were processed through a different department, but she said she would send them a request and make the request "top priority" which was obviously **. Later that evening, I searched the website to make sure my size was still available in the item, but sure enough the size I had originally ordered was sold out. After realizing this, I called customer service again and asked if I would be able to receive a replacement item in the correct size and they said no and again told me I would just need to wait on the returns department.
It's been another 2 days and I have STILL not received a return label or any sort of follow up. I called again this morning and asked for a supervisor but was told there was none available. After waiting on the phone for over 20 minutes and having some harsh words with a different rep, she was able to directly request a return label from FedEx so clearly every rep I had talked to before that would have been able to do the same but had chosen not to help me. I will be having to wait another 2 business days for the return label and they were sure to point out that it would expire within 7 days. When I asked again about receiving a replacement item, I was told they don't do online "exchanges," because apparently them sending me the wrong size item is considered an exchange. Never purchasing from this store again.
Reviewed April 8, 2018
I've been shopping with Forever 21 for years... Probably since I was in middle school. I've always been a sucker for their cheap, trendy clothing but have finally decided I'm fed up. The first incident occurred about 2 years ago. I had a gift card to their store so I placed an online order (using the gift card). I received my order in the mail - a jacket size "small" which was way too big, so I returned it via mail. I later called to find out about a refund since I had used my gift card for $25 of the order. The customer service rep basically told me I had thrown $25 out the window because they had already refunded the money back to the old gift card (which I threw out after using). She refused to issue me a new gift card or credit of any sort. Great times.
Now, 2 years later, I decide to give them another chance and purchase some shoes. The shoes I received were very tiny, made to fit some kind of baby person. Needless to say I wanted to exchange for a bigger size. The customer service rep told me that not only do they not do size exchanges (via mail) but that I would NOT get refunded my shipping charge AND I had to PAY to ship them back for the return. That's paying for shipping twice and all I'm trying to do is return them. The icing on the cake is this: I paid 12... TWELVE ** dollars to mail them back (considering I live in the south and they had to be shipped to Los Angeles). That's about half of what they cost. Sorry this review is long but if you've read this far - please do not shop with them. Their fast fashion brand is going down the drain.
Reviewed April 2, 2018
Let me start by saying their customer service department for online purchases is in a 3rd world country where they barely speak English and are very rude due to their lack of personable/customer or consumer skills. In the past, I lost my package and they refused reimburse me. After several calls and emails I finally got my money back. So I thought I would give them a try again.
Well, I placed an order during the Easter weekend which I’ve yet to receive but request to take advantage of their Easter promotion after the fact requesting a price adjustment. I was told by the rep who couldn’t pronounce my name correctly that I would have to reorder my items and then and only would I be able to take advantage of the promotion. Later return the items from the original order? What? I’ve shopped online with several stores such as Rue21, Old Navy, Target, Bath and Body Works etc who have granted me promotions or price adjustments after the original purchase. No. Not Forever21! I’ve unsubscribed to their emails and will no longer do business with them. Bring your customer service department to the USA where most of consumers are and learn to value your customers.
Reviewed April 2, 2018
I ordered ONE (1) bikini top & I just viewed the order & realized there are TWO bikini tops! Why would I order TWO of the exact same bikini tops??? This is the 2nd time I’ve had problems ordering from this company. If they don’t immediately take back the extra bikini top & refund my money I will report them to my federal credit card company & THEY will deal with them. This is ridiculous. I know they claim they don’t give refunds on swimwear so is THAT the reason they decided to charge me for an extra bikini top??? I blog regularly on social media & I will tell EVERYONE just how they do “business”. How DARE they! I’m FURIOUS!!! I’m not rich so I can’t afford to be a victim to scammers. I spend a lot of money in their store. The 1st time I had a problem was when I received a sweater that started SHEDDING!
The fibers got EVERYWHERE & the sweater disintegrated while I was wearing it! I didn’t have it on for more than an hour!!! The quality online is hit or miss but I decided to give them one more chance. If they don’t right this they’ll NEVER again see a DIME of my money or anyone else’s because I will tell ALL my followers about this!!! Unless you can afford to give away your hard-earned money to these people DO NOT DEAL WITH THIS COMPANY!
Reviewed March 29, 2018
I am very upset by Forever 21 online customer service. I ordered clothes on March 14th and then received an email that they were shipped on the 15th. It is now March 29th and still no clothes. I called 3 times and emailed 4 times and no response and then they finally picked up. They explained to me that my clothes somehow went from being damaged in delivery to then the wrong size and got sent back to the warehouse. During this time no one told me anything or where my clothes were. The customer service guy on the phone barely spoke English and told me they would resend me my clothes but could not give me a discount off. I am very upset with how this turned out and how I was treated. I go to a business school and this is customer service 101. I would really be pleased if I got a discount off my clothes or some form of percentage off my next order.
Reviewed March 23, 2018
Maybe about 6 months ago I placed an order online worth about $120. When I received my package I noticed that it had been already opened but then taped back up with packing tape. When I proceeded to open my package all my items were just shoved into the bag all wadded up. Nothing was neatly folded. I took the items out piece by piece only to notice that my clothes had been BURNED. Somehow the bag and items inside had been caught on fire. The items then shoved back into the bag taped up and delivered to my front door.
I called FedEx and they said to contact Forever21. I called Forever21. They pointed fingers at FedEx. Long story short Forever21 refused to replace any of my items because they could not prove that I myself didn't light my package on fire. Finally after fighting them for about a month and them doing some internal investigation they agreed to refund me for 1 of the items that was damaged beyond recognition. The rest they said didn't have enough damage to refund.
Fast forward to last week I decided to give them a second chance and make another online purchase totaling about $30. The order was placed on the 13th and shipped on the 14th. I checked my shipping status and there was no tracking information provided. I proceeded to check every day but still no tracking information was there. So finally I called their customer service yesterday, the 22nd, and the guy told me he could see on his end that it was to be delivered by end of day on the 22nd.
Needless to say I never received my package yesterday. So I called this morning and this time they told me that there was no movement on my package. He proceeded to explain that they had no idea where my package was and since it was past the 3-6 day delivery window there was nothing they could do for me in way of refund or reshipping my package. The best they could do was email me an affidavit to sign stating that I did indeed not receive my package, send it back to them so they could launch another internal investigation and then based upon what they find determine if they would issue me a refund, if in fact it was the company's fault and not mine.
I have never dealt with a company with worse customer service. They have the absolute WORST store/return/company policies. Clearly the people who work in their warehouse are completely incapable of handling orders and getting them out in one piece, or even out at all. Nobody in their customer service center can speak a lick of proper English which makes it IMPOSSIBLE to clearly communicate with them. And they clearly do not give a flying crap about making their customers happy. No other company would be so disrespectful or make people jump through as many hoops to rectify something that is THE COMPANY'S OWN FAULT.
I am sorry that your employees are too inept to do their job properly but that is not my fault. I should not be punished for your mistakes. Either process me my refund or reship me my package if you still have the items in stock and then deal with your employees. But leave me out of it. Never again will I be shopping at this piece of crap company.
Reviewed March 18, 2018
Customer service is horrible. This is my second problem with Forever 21 where they send promos out and the coupons don’t work. Then forget calling because nobody helps you, managers are afraid to get on the phone. It’s all bull.
Reviewed March 11, 2018
I used to shop Forever 21 when I was a teenager but stopped due the poor quality of the clothes. I decided to buy jeans through Forever21.com since they are selling Levi's which I know is a good quality brand and I knew my size and fit. I went on Forever21.com to buy three pairs of jeans. I liked two of them but wanted to return one pair because they were really thin material and didn't look like the pictures. I took off the tags because at first I wanted to keep them but then realized they were not worth the $60 they cost. I never wore them for more than 30 seconds, had all the tags, the invoice, etc.
Their return policy is you can't return anything unless the tags are still attached to the clothing?? How is a company like this still in business with such a ridiculous return policy? Apparently you weren't even able to receive a refund and only able to return for store credit/exchange until very recently. They really need to rethink this return policy because the whole point of shopping online is the convenience and easy returns. They also don't pay for return shipping. Never shopping here again!
Reviewed March 2, 2018
Would rate Forever 21 -10 stars if i could. I placed an order on December 25, 2017. Because I only bought 25 dollars worth of stuff, it was not eligible for free shipping to home, so my only option was to ship it to store if I did not want to pay for the shipping. Worst decision made. Honestly, it was a bad decision to order from their website in the first place. I understand with Christmas and New Years that my order would take longer to process. However after waiting for 3 weeks I still did not get an email telling me it's ready for pickup, because usually it doesn't take that long. I emailed them, they told me I could wait longer, or request a refund. At this point I'm not even excited for my items anymore, I just really want my money back.
They are so bad at getting back to customers. I requested for a refund, they said they will get back to me within five business days. I waited for a week. Nothing. So I had to send at least 10 more emails asking the progress of my refund. I asked for a refund in late January, and this is already March. Still no progress, I can't get anything out of them. They keep saying, "Sorry for inconvenience, have a nice day." How am I suppose to have a nice day when your service is so garbage? Seems like they just don't really give a crap about their customers and just apologize hoping that can fool the customers. I guess I'm never getting my money back.
Will never lay a foot in the store again. Cannot believe a big company like this can be such scammers, no difference than ordering from a cheap wholesale website since their quality is bad anyways. Please do not ever shop on their website again because there's always something going on with the shipping process and you will just end up getting scammed. Hope this store close one day because they deserve it. Forever 21, more like forever trash.
Reviewed Feb. 28, 2018
I went online shopping on a Thursday from the app and I paid $25 for next day shipping. Two days after I placed the order (Saturday) I went back to check the status of my order and it said canceled. They didn’t even notify me or attempt to correct it despite having all my contact information. After they allegedly couldn’t verify my shipping address and canceled the order, I placed ANOTHER order containing the same pieces. I paid $25 AGAIN for next day shipping (Sunday) and got my package last night. They advertised crushed velvet heels with a very misleading picture and when I opened the shoes they were these cheap looking faux suede material NOT the crushed velvet they were advertising.
Reviewed Feb. 15, 2018
Been Customer at Store Forever 21 for a longest time, perhaps since early or mid 2000... January 07 2018 I purchase Online 5 Dresses that NEVER receive it.Till today no Dresses no Refund! Fill out and send several times affidavit. CS deny receive it and after they finally receive it I got email and was harassed that wasn't fill out in exact order by their imagination even all numbers, amount match to my Order...just Insanity. Forever 21 looking for any excuse just NOT to look for order or send a refund. Will NEVER EVER Buy from Forever 21 go to Store or any of that... This company does NOT deserve your Biz...PERIOD.
Reviewed Feb. 14, 2018
I am a small girl. 5'7 and around 120 lbs. I am always size XS or S in all clothing, no exceptions. I am a size 2-4 in jeans. I purchased a dress, a skirt and a basic henley top from Forever 21 online recently, all in size SMALL. I received the items...and they are completely unwearable because they were so small...I'm talking kid size small. This crap would only fit tiny elementary/middle school sized children. The worst part is all of the items are apparently "final sale" and they cannot be returned or exchanged. $45 down the drain. Ridiculously cheap material, inconsistent sizing. Just total garbage. Never, ever again. Don't waste your money, ladies!
Reviewed Feb. 13, 2018
So, today I spoke with several Forever 21 Customer Service reps as well as a supervisor about an order of mine that was delivered to the WRONG address. The order was placed, and the next day or so I called to make an address change because the receipt said it was being shipped to an old address. I called them then and let them know I had a new address, at that point they told me to contact FedEx and let them know. I called FedEx. They supposedly confirmed and then a few days later as I was tracking the package I saw it was still shipped to the old city. I called FedEx again and they said that the person I spoke with originally had told me wrong, and that they couldn't change the address of the shipment because Forever 21 wouldn't allow it. They told me my only choice was told call USPS, which were the ones that would be delivering the package, and inform them of the mix-up and see if they could forward it.
However, because it was smart choice, there was nothing they could do and therefore, my package was delivered to someone else! FedEx said "the company should have policies for situations like this". Forever 21 told me "there is nothing we can do". My order was over $100 and I have been a customer for years!! Yet, they weren't willing to do a thing. So now I'm out of $105, I have no coat (which is what I ordered along with a few other things to accommodate the cold weather), and I was offered nothing. Someone else is enjoying my merchandise that I paid for. Forever 21 wasn't willing to offer a return, money back, a coupon, discount or anything like that. I Will NEVER buy from them again! Online or in store.
Reviewed Feb. 12, 2018
I am truly upset. I thought I had found my go to place for casual everyday wear. I am a plus size women. I have large arms and I have trouble finding tops that fit well. I took a chance one day and ordered a couple of tops online. Despite the package being delivered to the wrong address (fortunately that person brought it me), I was pleasantly surprised that they fit so well. So, much so that I placed second order online for $220 and it also never arrived! This time around I don't know what happened. It also showed that it had been delivered. I contacted them and 3 days later they said that they would put a claim in to FedEx which, they did.
About a week and half later I had to contact them again to find out what was going on. A couple of days later, they said the claim was denied and that they would try again. I waited and nothing. So, about a week and later I emailed them again and I got nothing. I emailed them again and they finally responded with 'they could not give me a refund', the claim with FedEx was denied and 'We sincerely apologize for any inconvenience this may have caused. Have a nice day.' What?! Of course it's an inconvenience, I am out $220. They didn't even offer to resend the order. They do not care about their customers. They only care about getting your money. I order online all the time and I have never had such poor customer service ever! I will never order from them again! I have now put a claim into PayPal. I hope they will be able to help me.
Reviewed Feb. 5, 2018
I had emailed the company through the contact section on the website about a shirt missing from my package and got no reply. I am used to not getting a reply back from them when they forget to put something in my order but my issues with Forever21 are becoming too big to ignore. In the Hamilton Mall store a lady had used foul language toward me calling me a "stupid ** girl" under her breath. All I had asked for was the district manager's number. She had then refused to give me her name for about a minute and laughed at me until she finally told me her name was Kallay. I am outraged! They had a buy one clearance item get one free sale and both of my items were marked $7. My total should have been $7. My receipt came out to $45. I am owed $38 as well as the $14.90 from the 'Barbie ringer tee' not included in my order. Order number **.
I have kept my receipt from the store on Saturday to prove the false advertisement claim which is Illegal. The lady behind the counter even went as far to rip the clearance sticker off the shorts! They were found upstairs in their clearance section as well; and clearly past season (they were denim shorts). The manager had came over and said that it would not let him change the price in the computer which is a total lie.
He could of scanned the $7 pants I had purchased twice or scanned another $7 clearance item (it was a buy one get one free clearance sale) and apologized for his employee's language. If an item is marked a price; that is the price by law that the item is to be sold to the customer. I spend over $1000 with Forever 21 every year and am appalled that they are treating one of their loyal customers this way. I have over $1000 in E-receipts alone as well as hundreds if not thousands of dollars in paper receipts. Please help me get the money back that is owed by law to me!
Reviewed Jan. 31, 2018
I bought over $140 worth of merchandise with my "Christmas" gift money from my family. I bought a denim zipper overall dress. I put it on and took off the tags. Something we all do when a dress fits the first time. I get in my dad's car and when I get out, the zipper breaks. I'm now at the mall, with a dress that won't zip back up. I finally get the zipper on track and it breaks again. I'm just 15 years old, so I think it is a shame that a big company like Forever 21 takes our money and won't own up to send out defective merchandise.
Reviewed Jan. 20, 2018
MORAL of this story: This company will not stand behind their products even if you've NEVER worn! When shopping with Forever 21, BUYER BEWARE!!!
Reviewed Jan. 12, 2018
I would NEVER EVER go back to Forever 21. FOREVER. Reason is simple. I ordered some items online and they arrived like 2 weeks later. This part I can kind of understand because it was part of my Boxing Day shopping and as someone who works at retail, I would imagine they were all backed up with lots of online orders. Although, among the things I ordered, Forever 21 package arrived the latest. When I finally got the items, I only liked 1 out of 5 items. So I went to the store to return it. Turned out, they said they can take only 2 out of 4 items because the other two were online-exclusive. Besides, if I'm to return items at the store, they can only issue me a store credit. Okay, first of all, what kind of retail store refuses to give customers their money?!
Forever 21 should realize that if they only issue store credit when people are returning items from online store, they are doing exactly opposite of what the current trend is. Secondly, why can't a customer return something just because it is 'online-exclusive'? As someone who works at retail, I know how the inventory works. Why can't a store keep online-exclusive item and sell it to someone? I expected them to at least take care of return process for me, but the not only refused to give my money back (instead, they force you to take a store credit and spend it all again at their filthy store), they also asked me to pay for my return!!!
Come on, Forever 21. Really???!! I rarely see a retail store dealing with return this bad. My husband always shops medium tall size at Banana Republic which is always online exclusive (they never bring medium tall size in store), and when he goes back to the store to return some of the items that did not work, the gladly take the return and say no problem at all. After years of experiencing their customer service, my husband now never shop anywhere else. That's how you do the business, Forever 21. No surprise that there is a rumor Forever 21 will be closing soon! I won't be surprised when it really happens.
Reviewed Jan. 8, 2018
Made a purchase online for about $140.00. Some of the items were final sales. One of the items was defective. I had to email them pictures of the defective item. They approved the return and said that I will get refunded. They received the item then they denied the refund. They said that item was not defective and it's final sale. Even after they saw my pictures and approved the return. And to make it worst, they asked me to pay shipping for the defective item to get sent back to me. Going back and forth with them over a $15 dollar sweater. Aside from this I have noticed that they claim to have discounted sale items online. For example, a sweater priced $29.90 marked down to $15.00... but the original labeled price is $15.00. They are liars. They take your money but will not take responsibility for defective merchandise. They ignore you until you finally give up and they don't have to refund you.
Reviewed Jan. 3, 2018
Paid extra $ for shipping and the package showed up five days later than promised. Put on hold three times and "disconnected". Ask for a supervisor and they drop the call. Will never buy another thing from this store (even if my daughter begs me). The clothing is cheap and tasteless!
Reviewed Jan. 2, 2018
I placed an order for clothes for my daughter for Christmas 12/13/17. I used my PayPal account. All was good until I tried to track it. Finally got a tracking number but no carrier to see where it was. After numerous attempt to call them, I finally got through and found out that they sent it just to my city and state... they left the street number and street address off the shipping information so of course I didn't receive it (you cannot place an order without shipping information - their system won't do it).
Finally got notification of the return on 12/28/17, but I only had until 1/2/18 to respond or my order was canceled. I tried so many times I know their phone number by heart. You can't reach anyone. I even sent a email asking to reship my order. I finally got a hold of "Summer" today, she didn't even listen to me. She asked me 4 times if I still wanted my order. I finally had to ask her if she has the address... then gave it to her. And for my trouble I get to pay $6.95 to get the order they screwed up. Maybe my daughter will get her Christmas presents by Valentines Day.
Reviewed Dec. 29, 2017
They sent me an email saying my order has shipped, but it never did. Just label created, and every time I call no one wants to help with processing a refund. They say that post office doesn't update their tracking. What a bunch of nonsense. It's been over a week. I've even contacted the post office and it's not in their possession. Needless to say I will never order from this company again.
Reviewed Dec. 27, 2017
I ordered a Moto jacket from Forever 21. It was nice and for a moderate price. Never received it. I called Forever 21 numerous times regarding my order. I never received my order even though they tell me it was shipped by carrier USPS. I had to fill out an affidavit form in order for them to investigate and get a refund. I placed an order on 12/3/17. I got an email stating they would refund my money back within 1 to 2 business days. It's going in January 2018. No refund yet on my account. I called them numerous times and all they tell me is that I have to wait. This is sad. They are stealing pity money from customers. I hope they go out of business. They are liars and very unprofessional. They are a big chain store, how can they treat and lie to online customers that way?
My order wasn't that much, my point is why Are they giving me a hard time to get my refund back, plus I never received my order. I had to go thru so much hassle with them over the phone. And still nothing. Will never I repeat never shop with them again. 1st time and last time. I told their customer service department that I will write a review on how poor they treat their customers, and I will tell my associates and friends never to order from FOREVER 21 due to lack of poor and unprofessional customer service.
Reviewed Dec. 7, 2017
I ordered a few items from their site. I waited a week and wasn't sent a tracking number. I checked the order status and it said "Cancelled" because of a non-deliverable address (not even true). The first thing is they never notified me of the order cancellation and I asked for a refund. Never received it, called 10 days later they said they would refund the money. Still no refund. I just contacted them again and I'm still waiting for the response. It's insane I've asked for a refund 3 times. This company is shady.
Reviewed Dec. 4, 2017
I would like to say first that I have never had an issue with Forever 21 - but this last order more than made up for that. I moved 2 days ago and ordered just short of $150 worth of clothes from F21 to wear to my new job. I changed my shipping address but made sure not to change my billing address yet, as the change has not yet been completed through my bank. The F21 site applied the change to my billing address regardless and my order was canceled this morning.
When I received the email, I called in to the call center and it was explained to me that my order was canceled because my billing address did not match the address connected to my card. I was further told that my order could not be reinstated, even though the error was not mine but theirs. They also said I would have to wait 48 hours for my refund, with no other options. I was told that if I wanted to speak to a supervisor, I would be on hold until she was available, to give me a 10% discount code (I had not asked for a discount, only to have my order reinstated, as these items are things that I need as soon as possible).
I knew that some of these items were low on stock when I ordered, another reason that I put in my original order when I did. However, I was told that I would just have to wait until the items are back in stock. I was on hold for just a couple of minutes under a full hour before the call was disconnected from their side. I was already on the site at this time, finding the items that were still available and putting them back into my cart, while I waited. I asked for help via F21 chat and was given the same basic lines that the CSR on the phone had told me. However, this CSR said that a manager would call me back this afternoon, to give me the previously offered discount code. I received no callback and decided to place the order anyway, as two items in my cart sold out while I was waiting for a call from this manager.
During this time, in both the call and the chat, I explained to both CSRs that I understood that this was not their doing and that they are limited in their abilities to assist, which is why I asked for a manager. However, as I tried to place my second order, the system refused to accept it, citing an error. There was no error, I was very careful to check both addresses, to avoid the same issue all over again. When the site would not allow me to place my order, I opened chat again, just to hear the same lines, except that this time, a manager would not be calling me today, but within the next 24 hours. In 24 hours I will be at work and not willing or able to entertain personal calls - especially for something so small as a 10% discount. I get better discounts going through my retail discount app, after all. I asked for a corporate number and was told that there is no corporate office.
I asked for chat transcripts from my chats with F21 reps today and was told that they could not email me transcripts but I could do that myself. I was told that they could not do anything to help me, basically, and that I would just have to wait for a refund, wait for a manager, wait for the small discount that they offered. I was given the usual lines about "I'm sorry you're getting upset," and overall got the idea that these people aren't paid enough to offer any level of customer service above "Sorry you're mad" and "You'll just have to wait and/or handle it yourself."
Because I need the items that I've ordered and could not find one or two of them anywhere else, I placed one last order, amounting to about 2/3 of my original order yesterday. After these items arrive - IF they arrive, as I have very little trust in this company, after this order - I will be taking my business elsewhere and avoiding any purchases with Forever 21. Prices are low and clothes are cute, but definitely NOT worth hours of headache - especially when another order I made last night from another company is on its way, without a hitch.
Reviewed Nov. 30, 2017
Visited the Forever 21 located in the Montgomery Mall Pennsylvania. My wife usually shops here with my daughters. This was my first experience. My daughter found the jacket on a rack with a sign on top Mark 50% off. When we brought the jacket to the checkout we were told it was only the one arm on the rack that was 50% off. Nowhere did it mention that after looking around the store every rack was so designed to be deceptive. When I mentioned my displeasure for a deceptive practice the clerk Asha threw my change on the counter at me. I would never shop there again.
Reviewed Nov. 28, 2017
I placed an order online for a jacket listed at 15.00. When I checked my confirmation email it showed the jacket was 29.90. I called customer service and the excuse she gave me was that pricing changes all the time on the website and the price could have changed from the time I put it in my cart to the time I checked out. Let me remind you it was only a couple of minutes that went by. That is so ridiculous! Needless to say I won't order from them again.
Reviewed Nov. 21, 2017
I placed an order in October. It was denied delivery stating non deliverable address. The address is: **. I called. They verified it was a deliverable address. Rather than put in my name, they put in the name of the business name. Again, no delivery. I called. They said it was not a deliverable address. Put me on hold, checked the address and confirmed it WAS a deliverable address. Now, after almost a MONTH, I am having it reshipped to one of my HOMES! I gave the address: **. I was told while she was entering the information and then put me on hold, it was NOT a deliverable address. I almost lost my mind.
I said it is a single family home and absolutely a deliverable address. She checked again, apologized, and confirmed it was a deliverable address. I asked for express shipping, for which, I am being charged 24.95. THese are all THEIR mistakes. Why on earth am I having to chase down a package that the Forever 21 group cannot get right and be charged additionally?
Reviewed Nov. 18, 2017
I have ordered from them online plenty of times and have always bought clothes in-store and it's always been okay. Well this time is a different story. I have really been needing some tops and sweaters since moving so I was like okay, I'll go to f21 and see because they have a bigger/cheaper selection compared to most retail clothing places. I knew I would find more items compared to like 3 things at another store. So I spend all day looking through the website to find I want. I find 11 things that I want and I'm so happy because they are all cute, have good reviews, and the quality looks better than usual. So I'm like okay f21 it seems like y'all are moving away from cheap quality. Good job. This whole time I'm thinking maybe I can actually start shopping here more often because the stuff on their website look like it's made better. Yay. So I happily place my order at work.
My phone vibrated for the confirmation email and I didn't bother to look at because on the website everything went through fine, or at least I thought. So when I get home to show my mommy my clothes I see a cancelled order email from f21. I'm like what. When did I cancel my order? Did I accidentally cancel it and didn't notice? I say this because the email said your request to cancel your order has been made. It made it seem like I was the one to cancel it. I’m annoyed at this point but not that annoyed. So anyways, I call f21 and let them know I didn't cancel the order. They tell me it was automatically cancelled because the billing address I put didnt match the billing address on the card. This really upsets me because I've ordered from other places before and have entered in a billing address that didn't match my card and I'm ALWAYS notified before my purchase goes through.
I don’t know why Forever 21 website isn't like that. That would have solved everything from the get go. Why play me and have me being all happy because everything looks fine on my end. So back to call... I say, “Oh okay can I reorder it because maybe it was wrong and I didn't realize it.” So while waiting to reorder my clothes I go to my bank’s website to check my billing address. It's the same one I put on the order but whatever. I'll just reorder. So I reorder and give the boy the address. Everything is cool & it goes through. Yay. I'm happy again and envisioning my new life because I now have the much needed tops lol... NOT. Because I wake up to ANOTHER email saying this order is being cancelled. At this point I'm pretty pissed. I call my bank and ask them to verify my billing address and they give me the SAME address I put on BOTH orders. So now I'm really upset.
This is where the bad customer service happens: I got to f21 website and chat with a girl telling her my issue. She is not listening to me. I ask her to verify the billing address and she say it's not the same and to reorder the order with the correct billing address. I tell her I know you are lying because I repeated and verified to the man who reordered my order about 50000 times AND MY BANK TOLD ME THE BILLING ADDRESS ON THE ORDER IS CORRECT. Then after going back and forth she says it's the same address. I'm like girl I don't know what to believe now. So I chat another person and tells him everything. He tells me yet again to call my bank to get the right billing address and reorder the order. I'm really upset because I had just told this young man I already did that and once again my bank verified it is correct. But does he tell me the address I'm giving him is the address on the order.
At this point I just want to cry because these people keep telling me the same stuff when I know for a fact my address is correct & I've already reordered it twice. Why would I do it a third time? Do they want me to pull a new billing address out of my butt? So I call customer service. I want an answer as to why my order keeps getting cancelled when my billing address is correct and has been verified with my bank. When I get through the line I tell him to just let me speak to a manager because I know he is going to tell me the same thing. He's like, “Ma'am I have to get information from you.” I'm like, “FINE.” This man tells me the SAME thing!! I say, “Sir I have done that!!! Let me talk to a manager dang it!!” He says "Hold on" and comes back to the phone and says after walking around, I mean not walking around, all the managers are busy assisting other customers. Yeah I'm sure he just walked around.
He asks for my number and the supervisor will call me back. I don't trust that and I say no I'll hold on, he puts me on a hold just to say the same thing. I give him my number and hang up mid sentence. I hate to be mean, God forgive me and help me, but you don't play with a woman and her clothes okayyy! Those things help us feel pretty & confident on bad days. At least on a bad day I can say at least my outfit is cute and can have one less thing to feel sad/mad about. But now I have to wait for $378 to be refunded to my card since two of my orders got cancelled. I don't know why it was cancelled in the first place because my address is correct. But I guess on a side note I can get laser hair removal with that money instead. That's confidence too. Now I can have on an ugly outfit and be hairless. So I win f21! Not gonna let your bad customer service/practice of cancelling orders ruin my day or confidence!!! I'll get shirts next paycheck.
Reviewed Nov. 17, 2017
I was with my son at the branch in Vineland rd, FL and he notice the *we are hiring* sign so he decided to ask for an application and the next day he got a call for an interview, considering the distance from where we live (30 miles) we went all the way there to hear that he has to be 18 in order to work there after he first of all ask to 2 different employees if he can apply at 17 and especially that in the follow application WAS VERY CLEAR HIS DATE OF BIRTH yet they gave him an appointment for us to waste time and money, as a mother I requested to speak to the manager and this people not even speak English but Spanish. After waiting 20 minutes finally I got to speak to a manager to just heard saying useless apologies. I’m a customer, prior what happened in the 2 occasions I was there. I even shop a big deal but I just got a lousy “I’m sorry”. Biggest disappointment ever.
Reviewed Nov. 16, 2017
Forever 21 sent defective products. I've returned the products back, specifically stating these items are damaged. Now they are not refunding my money back, accusing me for damaging the product, then re-sending the product. Prior to sending the product, I've called customer service explaining the situation. They did not make a note of the complaint nor did they pay for the return shipping fee when it was the company's fault. I have reached out on multiple occasions, and they are being extremely rude nor are they helping with the situation. This company is disgusting, incompetent, and fraudulent! They take customers money, when knowingly they have sent damaged products.
Reviewed Oct. 30, 2017
I was browsing Forever 21 online site and spotted some awesome ankle boots but thought no I don't really need another pair of ankle boots. I looked at some long cardigans when I saw one that was really cute. I couldn't get those boots out of my head (I LOVE BOOTS) and I loved the ankle boots, just didn't want to pay shipping costs of almost 10.00, I left the site. I was checking my emails that night very late when I received an email from Forever 21. The email stated - "Come back, don't miss out on these. They are low stock, sign in for special surprise."
I did out of curiosity and across the page was a big red banner stating - FREE SHIPPING. No minimum order now! Now that's good business. I did order the boots and the cardigan - free shipping. I received the order within days, less than 4 days. The boots are better than expected and great quality and the cardigan is super trendy. I have never had any issues with Forever 21. Always fast delivery and awesome clothing for the trendy, In style shopper.
Reviewed Oct. 10, 2017
This company received an item I mailed back for an exchange (because according to their policy, this particular item had to be returned/exchanged by mail instead of in person) on 7/20/2017 according to the USPS tracking number. They mailed it back to my local store branch. I have called customer support and chatted with the customer support chat line several times. Every time, I'm told I will hear something in 24 to 48 hours. It is now 10/10/2017. I still have yet to receive the item or at least a refund for the item. I'm out the money I spent and I have nothing to show for it. These guys have flat out stolen money from me. After speaking with customer service again this afternoon, they refused to let me speak to a supervisor. All they can do for me is tell me to keep waiting. How is this allowed?
Reviewed Sept. 14, 2017
I recently went school shopping, Monmouth Mall NJ. What a horrible experience and when I asked for help, dealing with sizes and what dept is where? They say women's, women's plus, juniors, and kids. I couldn't find where her size was and when I asked to speak with someone for help no one knew either. Apparently. you're suppose to find a hanger, well everything was so mixed up and sizes were everywhere? And not 1 person could help. Those that worked there shrugged me by. I find it worse then shopping at Marshall. Someone needs to organize, manage, and train people to help anyone shopping. If will never shop there again. 2 whole floors of mix ups.
All this store needs is organization. I worked with the public my whole life. Never ever would I allow an employee to shrug their shoulders, tell a person no you can't help them because it's a mess. Wow. I do so hope you can get some help. You would do so much better. People were walking out. Hire me, give me 2 days and done. Thank you.
Updated review: Sept. 15, 2017
I placed a call to the company and filed a complaint with pay pal the same day I wrote this review. Soon after, pay pal informed me that the money had been returned to my account, therefore, they were dropping my complaint. At some point (after I threatened to file the complaint) Forever21 decided to refund my money. They also followed up with a voicemail message. Problem solved, but what a strange thing to tell a customer. I will upgrade to 2 stars because they refunded my money. Still never shopping there again.
Original Review: Sept. 7, 2017
Purchased a pair of $89 pants. Returned them because they were defective. Was told it was a final sale so no refund, and if I wanted the pants back, send them the postage to return the package to me. Really? Before I could call them to talk about it, they claim they discarded the pants because I didn't contact them right away. Nothing they can do for me. So I am out the pants and the money I paid for them. Ridiculous. Just stick me up next time.
Reviewed Aug. 30, 2017
The Forever 21 store in Miami Beach needs a better management guidance, better structure, and better customer service. The store has 3 floors with cashier registers available for all 3 floors but customers can only pay in the first floor and the fitting room is only available in the second floor. This is so inconvenience. The cashiers and most of the employees don't even bother to help customers. The merchandise is broken, unsewing, zippers are damage and most of the times customers are not available to look for different size because racks are full.
Reviewed Aug. 29, 2017
I have a Forever 21 credit card with no expiration date. First I spoke with the credit card guest service who said Forever 21 guest service could help me. I called Forever 21 guest service, they said it was up to the credit card company. This went on for 4 days until I finally had someone help me. I was buying a dress to wear to a wedding and was cutting it close with all the back and forth. Who knew it would be so hard for me to spend money! I finally was able to place my order and was assured It would be here within the up to 6 days of regular shipping. It first said it it would be here in 6 days in tracking, Great! Then it went to 11 days on Forever 21 online tracking, no big deal.
Now, the day it's set to arrive Forever 21 tracking shows by end of day but FedEx shows 2 more days until it arrives, after I leave for the wedding and a total of 14 days when standard shipping is 3 to 6 days! I called Forever 21 guest service to assist me and after a horrible wait and begging to speak to a supervisor I was transferred and placed on hold for another 20 minutes.
I was finally able to get a supervisor on the line, she told me that no she could do nothing. I offered to buy a 2nd dress if they could assist in overnight shipping considering the ordering difficulties and that the shipping was outside of their stated shipping policy. She said no and I asked to speak to someone else who had the authority to assist me in this matter. Once again I was placed on hold, she came back to say no they will not even help with shipping to fix their own mistakes! I asked for the corporate number and was told they did not have one! So I looked it up online and have began to call them next! This company is awful and I will never shop here again!
Reviewed Aug. 25, 2017
I end up purchasing an e-gift card for 100.00 and was hoping that the recipient will receive the same day. Well it has been a whole week, 3 phone calls and still no e-gift card received??! Oh, they don't give refunds on e-gift card purchased. I will NEVER give my business again to this company! BEWARE. Forever 21, you need to fix this!
Reviewed July 12, 2017
My family purchased over $500 worth of clothing for the summer. We were lead to believe that we could exchange and or return the clothing if it did not fit. That was not the case. When we attempted to return ONE article of clothing we were told we needed to return it in the mail but that we were past their postmark date so we were stuck. WILL NEVER SHOP THERE AGAIN.
Reviewed July 8, 2017
Guys never order from Forever 21 online site unless you are sure of your size and outfit. They do not refund the money easily. One of the bodysuits didn't fit me so I raised a request to refund my money. It's almost a month. I didn't get my money back plus the customer care representatives talk like robots. They do not understand our issue and repeat same lines again and again. Now, they need 3-4 working days more. Let's see when will it get refunded to my account.
Forever 21 Company Information
- Company Name:
- Forever 21
- Website:
- www.forever21.com