Forever 21

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 $23.99) 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 in to why my coat I ordered was missing. I was really confused with this customer service approach because it not only came off rude, but is not solving the simple problem of replacing the item, or refunding me. I even said it could be 100% store credit, because I would just rather re-buy the coat, or buy something else if it is not in stock anymore. When the package arrived, everything was perfect. The box was not damaged, not tampered with, and everything I ordered was in there (and I ordered a lot) except the coat. I work in retail myself and have for years, and I know what it is like to just misplace something by accident or forget to put it in there, because mistakes DO happen. I do not think that the customer, like myself, should feel blamed for a mistake that I know had nothing to do with me, or even the mail delivery system. Sadly, going forward, I do not see myself supporting, recommending, or shopping with Forever 21 anymore after this, and now can understand partially why they may be going out of business as a company.

I 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.

Christmas return policy is horrible. I purchased my the end of November as Christmas gifts. These gifts were given on December 25th. I spoke to a customer representative yesterday. Who told me we only had until January 6th for returns. I did not know that as it is not stated on the receipts yes on the receipt it states 30 days from purchase but I thought as Christmas gifts at Christmas time the return policy would be like other stores and accommodating. That is not a fact. We were on holidays do the Christmas break so this is the first opportunity I had for returns. So the fact is I will never order from Forever 21 again I will not step foot in a store if they are not willing to have customer service I'm not willing to be a customer

If i could give negative stars, i would!! Got an email saying that hey cancelled my order because there was something wrong with my billing address and that i have to call my bank to fix it. Called my bank and turns our there was nothing wrong. I even double checked the address that i typed but it was all correct. I called customer service that had a 30 min wait and when an agent answered, she said that she dont know why that happened but my money would go back to me anyway, and just order it all again manually myself if i want to. 2nd order got cancelled again so i called them and another agent said that she cant access it so she cant help me but if she transfers me to the phone in orders, maybe they could help. Turns out the other departments closed so i have to call back in the weekday. I called back on monday and tuesday, but it wont even dial. Called back again on wed, and an agent said that she has no idea why my order got cancelled and that shell inform the upper management about it, and i would hear something from them after 24hrs. I asked if they would be able to reorder all my stuff but she said no??? I have no idea why they cant do it because if not, whats the email from the “upper management” for??? I asked her if theres anything else she could do because i already called 4 times about it but she said she couldnt help me but she could transfer me, although it would take an hour. Why do they even have a customer service if they cant even resolve any problem, or even answer any of my questions.

ABSOLUTE WORST SHOPPING EXPERIENCE EVER! Don't order anything online if you value your time or money. My daughter ordered $240 of items - the quality of most of them was terrible. They would not let us return the items to the local Forever 21 store so we packaged them up and paid $10 to ship them back. Nearly one month later, they gave us a partial refund. When I called to inquire, they said one of the items we returned was not in the package. I assured them it definitely was. I spent another month and a good 5 hours working with their "customer service" department. They were rude and never did what they promised. They even had the audacity to ask us to file a claim with USPS. It would have been nearly impossible for a postal service employee to open this extremely well taped envelope, remove one item, reseal the package and send it to Forever 21 - plus, they did not report any type of tampering with the envelope. It is very apparent to me they have theft within their processing department and aren't planning to do anything about it. I finally gave up with them (wish I had learned my lesson sooner) and went through my credit card company to get my refund.

BUYER BEWARE OF NOT GETTING REFUND!!! Honestly if could leave less than 1 star I would. WORST customer service! Either they don’t train their representatives to be able to actually help customers, or they don’t want to. Placed a $40 online order 2 weeks ago. It was lost by Fedex. Supposedly F21 put in a claim and Fedex never received it. They’ve now put it on me the customer to go back and forth with Fedex who says they have no record of a claim. I now have to wait another 8-10 days to get the “result” of them putting in another claim to Fedex so F21 can get the refund before they give it to me... To me, if you cared about your customers, you would just pay up the $40 right away and then YOU as a company, coordinate with Fedex to get the return. You don’t put that on your customer who paid for your product and it was lost by the carrier. Stop being so cheap. I’m in marketing & know it’s a lot less expensive to retain current customers than to get new ones. Well based on my experience and reviews I’ve seen you’re doing a good job of losing customers.. hope you’re prepared to spend more money to get new customers to steal from than just pony up the refund. UPDATE: 8/14/18 Got on live chat with Forever 21 since last week they again told me I had to wait another 8-10 days for an update on my case...shocking! I was flat out lied to by one of their reps. She said Fed Ex had denied my claim for the lost package and now F21 was waiting on dispute paperwork from Fed Ex. Immediately I call Fed Ex to learn why this was the case only to find out it WASN'T! The case was still open and they had stuff to send over to F21 today to issue the refund. I told Fed Ex that I would keep in contact with them so they can keep me updated on when the refund was sent by Fed Ex to F21, and received by F21. So when I reach out to F21 beyond that, if they try to tell me the case is denied, or still open, or any of this type of nonsense, I will take legal action. I feel like they are now not only stingy with bad customer service, but are also liars and thieves. I will not take this lightly!

I wish I had read these reviews before ordering online, regarding the shipping address that magically defaults to a bogus address! I had ordered online before and always received my packages at my home address; so I never thought to look at the confirmation email stating that my package was sent to a bogus location (somehow they could track delivery to Venenzuela but I could only see it was delivered to Florida). Customer service completely washes their hands of this "glitch" in their system and will do nothing about it. I wish there was a formal complaint to file against them now that I know others have had the same issue. Seriously the worst customer service ever and so frustrating when you can't understand a word they're saying because they don't speak English very well. Lesson learned, you get what you pay for (that includes quality of products and customer satisfaction which Forever 21 knows nothing about either)!

Don't know where to start from. Their website is completely wrong and useless, it took me a whole week to place an order. The address space doesn't accept the real address but suggests a new one, and when you select that one they blame you why you didn't put the correct one, hence your package will be delayed. They need an apartment number but there is no space for that, they don't accept symbols, and they require it. The credit card space is a different issue. I had put the number from the back of my card 100 times, it couldn't work at all. The managers don't care, hang up when you call to complain and ask for help, I sent emails no-one responded till today, the resprenstatives are not well informed about the options and how the website works, they just tell you to clear you cache data and restart your phone, and I spoke with at least 5 of them. They all said the same which i did the first time but nothing changed. One of them even suggested me to get myself a Mac and try to place the order. I don't use a Mac and definitely not planning to buy one for placing orders on the useless website on forever 21. My package supposed to be delivered on Tuesday, today is Friday, I'm still waiting, they all keep saying that it's in transit, but I don't think I will get this soon. Not to mention it was a present that I needed to sent it 2 days ago because of the timing with the receiving person. Now I'm waiting, no order, no present, paid my money, waisted time and nerves with FedEx the worst postal company I've ever seen, their unprofeasionalism and lack of work ethic is unbearable. Their manager wasn't even concerned about the problem to actually solve it, so this is just a big expensive joke for me. NEVER AGAIN!!!!!!

I have been a very good customer for years here. I have purchased quite a few things online last month. Accidentally it was shipped to my old address where nobody resides. I have never received a notification or a courtesy call from Forever 21. The money has been taken from my account right away. Since I have NOT received the package and/or the call and/or a refund I decided to call them myself. I have tried multiple times to speak with the manager,but most of the representatives were rude and disrespectful....mostly useless and unhelpful...very disappointing. I was told by two of them that I was going to receive a call within 24-48 hours from the manager. I have specified it was urgent! I did receive the call 3 days later from a supervisor named Chris who didn't care about my issue and/or the resolution. He kept sending me off to on track shipping who I have contacted multiple times and they informed me they couldn't do anything to help me as Forever 21 had to give them authorization to pick up the package and redeliver it to the right address. I believe the job of the manager to manage his employees and customers questions, issues and concerns. He sounded like I was wasting his time and he definitely wasn't interested in helping me to resolve the issue created by Forever 21 in the first place. The customer service is HORRIBLE needless to say! I guess you get what you pay for...poor quality...poor customers service if any... low prices, but not all the time...just on sale pieces!!! I am very disappointed with this company...I am not sure how people let them treat them SO poorly! I will NOT buy from hem ever again..I'll share my unpleasant and unfair, careless experience...I'd never suggest everybody I know to buy from them! Moreover I haven't received the package...they have stole money from me and did NOTHING to correct it!

We go online, place an order and wait only to be told weeks later that the item we wanted was not actually in stock. Website is misleading customers to think something is available for purchase when they don't actually have the merchandise. Then instead of emailing about their mistake, they wait until we don't receive the damn item and then apologize with nothing, no offer for inconvenience nothing! We ordered something different and wait and wait and wait. The shipping is TERRIBLE! One day it says we should receive it tomorrow then it is three days later and we still don't have it! Forget about ordering anything online from this company if you actually want to own the item. Go to the walk in store or go somewhere else. Service is terrible!

I returned a sweater tonight to Forever 21 that my daughter bought a week ago. It was falling apart. Even though I had a receipt, they wouldn't take it back due to their no return policy. I had them keep the sweater since it was trash. Because of the lack of quality in their clothes and the way this was handled, they lost a family of shoppers for life.

I recently went to Forever 21 to try & find some jeans. I literally looked at EVERY SINGLE PILE of jeans, & there was literally not a size bigger than a 10. I had to walk out because I was crying. So many pairs of pants & it's like it was illegal to have bigger sizes. I am finally at a healthy weight after struggling with an eating disorder, & then I come into Forever 21 & actually want to die. So thanks for that. Please put bigger pants in your stores, a size 10 isn't even big.

I wish I'd read the reviews before ordering! Lesson learned. I spent nearly $100 as a first time buyer and a piece to my 2-piece was missing. I was excited thinking about wearing the outfit but greatly disappointed to say the least. I called customer and was told they have no way of sending the missing piece and would need to send the other one back for a refund. Reading the other reviews these appears to be a common occurrence, and not just a simple mistake. Bad business

Forever 21 has the worst return policy in the country, they send faulty items and they won't refund customers, their clothes are low quality and most are super cheap looking, customer service is totally nonexistent, and/or extremely rude, I have no idea how these crooks are still in business, they have been ripping people off forever so BEWARE and be ready to lose money if you receive a faulty item!!!

This company is terrible when it comes to refunds and their overall customer service is just terrible. Sent me a faulty item and refused to exchange it even though their company policy specifically states damaged goods may be exchanged. Instead they just kept the item that I had to pay money to send back. Sneaky. Also do not like to process refunds/ will try to keep your money. The customer service representatives will either be rude and useless or lie about processing your refund. Shop elsewhere. These people do not deserve to be in business and their customer service team should be fired.

Forever 21's clothing line has poor quality material. I would usually stop in and find nothing worth the price on the tag. The clothes are only seasonal and every time I step into one of their stores I find myself frustrated because clothes are always thrown everywhere.

This is the worse company! No matter how low their prices are good customer service and a good return policy matter. I have called and emailed them with no response. This company sucks honestly and I will never shop there again period.

I don't like Forever 21. I used to shop there, but their clothing has become low quality and inappropriate. I don't feel like I can find anything there that I can wear day to day.

Forever 21 clothes are cheap and low quality. The store by my house always seems to be dirty, too. Not the best experience looking for clothes in a grungy store.

Only ever found one thing from this store that was better priced than another store. Even then, I don't like being in the store because it feels packed.

Poorly made clothing and no oversight for ethical labor practices in the manufacturing of those cheapo clothes. Save up your pennies and research a more ethically sound company that sells better made clothing!

Their clothes are not that great of quality for the price. Employees are few in numbers and not super helpful with sizing.

Horrible customer service! Your refund policy is the worst. I won't ever buy from Forever 21 again!

They need more variety when it comes to plus sizes it's like a store aimed for small people

Horrible return policy