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Forever 21

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1.0 out of 5, based on 5 ratings and
33 reviews & complaints.

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Did Not Receive Order Will Not Replace or Refund
Posted by on
Rating: 1/51
ONLINE, NEW YORK -- Re order number: 38218086
I have not received my merchandise with Forever21, they refused to replace the order or cancel the order, yet they have initiated an insurance claim with UPS and have told me that UPS will have to refund the order.

Despite UPS's claim to have delivered our package and left it at our front door, we have not received our package. Unfortunately our town and nearby towns have streets with the same name, and UPS, whenever its usual deliver person from our area is on vacation, assumes the address on the package is incorrect and then delivers packages sometimes three towns over and to a different number. When this happens and if we are awaiting a package, every other company resends the package, files a claim with UPS, and they receive compensation from UPS for a misdelivery. Everyone is happy - and these are companies that care about their customers.

Unfortunately, after speaking with the person who declared he is the top phone customer service person for the US and Canada, I am dumbfounded at why Forever21 will not replace the items, will not cancel the order, and is asking me to wait until an investigation through UPS is finished. They declare that their "user based system" prohibits customer service from refiling an order or even amending an order. To declare that you have a user based system without actually being able to fix a problem (ie, not having received items - it was your decision which carrier to use - a carrier which misdelivered my package - my agreement was with Forever21, not the mail carrier, and it is with Forever21 who has chosen to not fulfill its agreement with me - I am left without the items I purchased and waited for, have been charged for them, and now must await a refund from UPS, rather than Forever21. In essence, Forever21 has decided that their customers are not their top priority.
I paid for items and have not received them am being charged for them and was told I should just drive to a Forever21 and repurchase items.
     
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Order Not Received, Poor Customer Service
Posted by on
Rating: 1/51
OREGON -- Here's my HORRIBLE customer service experience with FOREVER 21. I ordered a simple gift card for a niece's birthday on July 31 for an Aug 9 birthday gift. At the same time, I ordered four other birthday gifts from other companies, all others of which I received within just a few days, without any problems. Three days later, however, FOREVER 21 sent me an e-mail to inform me that my order was on hold because I had never ordered with them with my credit card before. WHAT? Who does that? When that was finally cleared up, I knew I barely had a chance of receiving my niece's gift by her birthday in time to get it to her.

Finally, on Aug 3, I received a notice that said my order had been shipped, however; the tracking number that was given in the e-mail DID NOT WORK! I went to the USPS site and figured out the tracking with my order number. For the next TEN business days, as I checked on the status of my order, USPS still had not received my order from FOREVER 21. The only thing they had was an electronic notification that they would be receiving a shipment.

I contacted FOREVER 21 four or five times via e-mail and phone with my concern, only to receive very insufficient responses and no reassurance about my order dilemma. After the “required” ten business days before FOREVER 21 will apparently give a crap about a missing order, I wrote them again asking where my order is. Yesterday, I received an e-mail from them, now telling me I have to fill out an Affidavit form that will take THREE WEEKS before they will begin the investigation as to where my order went!!!!!!!!!! IT’S A GIFT CARD, FOR CHRIST’S SAKE! Do they not care at all about their customer’s satisfaction?

Since USPS NEVER received this item, my assumption is it was NEVER shipped from FOREVER 21 in the first place, as this is just the appalling quality of their business. If FOREVER 21 has any concern at all about the satisfaction of their customers, they would apologize for this oversight and inconvenience and would OVERNIGHT me the gift card that I ordered 19 days ago. I feel terrible that my niece has not received her gift from me yet. I even asked for them to do just that, which is when they simply sent me the Affidavit form.

I WILL NEVER, EVER ORDER FROM FOREVER 21 AGAIN, even though I have three wonderful nieces who love their clothing. I urge all to beware of the very poor organizational skills and customer service, or lack thereof, they have provided. I will share this story with as many people as I can until I receive an acceptable resolution from FOREVER 21.
     
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clutzycook on 2012-08-19:
File a dispute with your credit card, go to a Forever 21 store (or even find another retail outlet that carries them. I've seen them at Jewel), then mail it to your niece yourself. You'll probably get this taken care of faster that way.
Anonymous on 2012-08-19:
I agree with Clutzy. Dispute the charge and buy the card somewhere else. I know Safeway carries them. Most grocery stores have huge giftcard displays now so it shouldn't be hard to find a store that carries F21 giftcards. Good luck!
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Never Again for Forever 21
Posted by on
CHICAGO RIDGE, ILLINOIS -- I’m all about giving things second (even third and fourth) chances, but enough is enough when it comes to FOREVER 21 in Chicago Ridge Mall (aka Westfield Shopping Center Chicago Ridge).

Here I was with the wife as she’s looking for a shirt she just saw a couple of days ago, which ironically she can’t find, so I tell her to just ask one of the MANY people that work there doing pretty much nothing (as usual). She tells me: “Why, when they can see that I’m looking through their clothes and saying how I can‘t find what I‘m looking for, can’t they ask me if I need some help like every other store we go into. I guess that they are to busy giving us dirty looks.”

At first I had I failed to notice the looks. But once pointed out it was pretty clear. Granted, I’m probably not their target audience (teenager), but I would of thought that would have been anyone willing to spend money. Guess I was wrong.

So the wife settles on another shirt she liked just the same, but if we would have found the original one we were looking for we would bought that one too. So they would have had two sales- and when we get up to the counter, the girl working (who looked right at us as we made our way there) walks away just before we arrive. And as we stand there, another girl (who I think is going to wait on us) walks over looks then calls out the others name as she walks away. Not only that, but the “manager” (which I say loosely) is just standing there herself on the phone -as in her CELL. Busily in conversation with her girlfriend talking about some dude her friend liked that hadn’t called her back. And the whole time NOBODY acknowledged our existence much less even made eye contact.

Nice.

Needless to say that after about a minute or so of being ignored my wife threw the shirt she had across the check-out desk and we walked out.

I mean, what the hell, the employees here act like their doing US a favor and letting US spend OUR money on THEIR clothes, and it‘s Chicago Ridge for Christ Sake. Suburbia hell. It’s not like they are selling PRADA.

So with that said, I think I’ll save the headache and shop and spend my cash elsewhere.
     
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Venice09 on 2011-10-27:
I have to agree that you received terrible service. However, even when it's obvious that you need help, but none of the employees offer assistance, it's not a bad idea to speak up. Sometimes employees hesitate to ask customers if they need help because it bothers some people. So they just wait to be asked. In this case though, it sounds like the employees were just being lazy.
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Poor quality and poor service
Posted by on
HAD THE WORST CUSTOMER SERVICE EXPERIENCE TODAY !!!! ! I ordered 20+ items online and they arrived today. I found 2 that had poor stitching on it- also found a white shirt that has a boot mark in dirt on it....and another shirt with numerous HOLES in it- almost like cigarette holes- about that size in various places on this shirt- there was no bag and no tag attached to it- and it looked like it was a return that they just threw in my box as new. I called the customer service number and this man that I talked to told me that he had to file a damage claim with UPS!!!! Really- ?? He proceeded to tell me that the items would never leave their factory in that shape- so it was UPS's fault... I told him that the box was delivered in MINT condition and taped well; that these items were the middle of numerous other items that I had ordered, and there was no way that the UPS man damaged these items.... ......even the shirt with the holes….. he told me that if it didn’t have a tag then it wasn’t sent….really?? it was on my invoice and in my box….. he said that I had to wait 5-7 days for the UPS damage claim to be processed and see if UPS will pay for the damages- I asked since when does the UPS drivers do the stitching on the clothing- he told me that I can return them paying my own shipping and then the shipping again to get another pair on those 2 items !!!!! My 2 damaged items that were packed in the middle of my order are in the middle of a claims dispute- and he said that if UPS pays for them - then they will refund my money- otherwise- they will not refund my cash..... so I have 4 items that can not be worn. If I really want the items that I paid for- I have to reorder- repay and pay for shipping again !!!! All to get the merchandise that I ordered in the first place. THIS IS VERY POOR CUSTOMER SERVICE!!!
     
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Venice09 on 2011-07-18:
Hard to believe they are trying to pin this on UPS. Can you return the items to a Forever 21 store?

I would hesitate to order anything from Forever 21 based on this review.
trmn8r on 2011-07-18:
This reminds me of an Ebay purchase of mine where I received a chipped bowl. The seller said it must have happened in shipping, which was total BS since it was packed very well. And there was no chip in the box.
clutzycook on 2011-07-19:
Forever 21 used to be Rue 21, right? That place had lousy quality stuff in the 90's, and I'm sure nothing has changed in the decade since. But, at the very least, the clothes should arrive in one piece and not fall apart until after you've washed them once or twice.
Kurizumaru on 2011-07-19:
Isn't it fraud to try to get a claim from UPS when they clearly aren't the culprit here? Contact corporate and ask for any recordings or transcripts they should have of your conversations. Or save and print the e-mails if that was how it was done. I don't know what the next step would be, but there is no way, if what the OP says is true, that UPS should be held responsible for this.
Ponie on 2011-07-19:
I've never heard of Forever 21, but that doesn't make me an expert. Do they sell new or used/refurbished items? No matter, this doesn'tseem as though it's UPS's responsibility.
kinthenorthwest on 2011-07-19:
I would contact your source of payment and reverse the charges right away.
Then I would take some pictures of the items as you go them.
Then do what you feel you need to do..This company would not be a company I would do business with again...
Hey its bad enough the junk that we end up with on EBAY but a company that is selling it new???Something is just not right.
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Imply we have done something wrong
Posted by on
ARCADIA, CALIFORNIA -- My daughter bought me a top for Christmas that didn't look good on me. I also noticed that part of a seam was not sewed. We tried to return it but Forever 21 staff claimed that the price tag was adhered by tape and wouldn't accept it back. I then emailed corporate and after a very long time got a response to contact the store manager and they gave me her name. When I went to the store they had to call the manager (I had her phone number on the email). Forever 21 would not take the return because 1. the tag was not on, 2.the top had a seam that was not sewed on and 3. it looked worn. They sold my daughter a defective merchandise and sold her merchandise that should never have been sold due to their policy of "not selling items with tags not adhered correctly". And now their own sales staff think an item looks worn when in actuality I only wore it a few minutes to try it on. So they are selling inferior looking clothes. I know I am not going to get this resolved so I am letting everyone know about their horrible return policy. They make customers feel like they have done something criminal. For me, I wasted probably 4x the cost of the top in time. I am just doing this because I don't like the injustice and how I was treated. This site has a note at the bottom of this page that Forever 21 may attempt to contact me regarding resolution. I very much doubt it. They don't care about their customers. Can you believe all the implications that we are doing something shady for something less than $20? Macy's, Target and just about everyone else treats their customers so much better.
     
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LizzieT on 2011-02-15:
I agree with you! The quality of their clothes is very cheap and its almost IMPOSSIBLE to return anything! I stopped shopping there after I purchased a jacket and it was a little snug so I wanted to exchange it for the next size up. The tags were still attached and it wasn't even 24hrs later and they refused to return it b/c it was on sale!!! I didn't want a refund or credit, all I wanted was a bigger size! So I tell everyone you better try it on and make sure it fits and you love it before you buy it, b/c it'll be yours FOREVER!!! LOL
clutzycook on 2011-02-15:
Didn't Forever 21 used to be Rue 21 back in the day? That place had such cheap crud too.
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Grand Opening at the Forever21 in Tucson
Posted by on
TUCSON, ARIZONA -- I recently attended the Grand Opening at the Forever21 in Tucson, Arizona at the Tucson Mall on Saturday the 21st of March. I wanted to write you and tell you a little bit about my experience. I work at a group home for girls and as you could imagine the girls were very excited to hear that they would be giving away gift certificates to the first 300 guests. I got to work early on Saturday to take two young girls who had gotten up at 6 am to the grand opening. The store was to open at 9 A.M. We arrived to the mall and got in line at 7:20 A.M. There was a line in front of us.

A Forever21 employee came through the line counting people in line out loud. She had a Forever21 necklace badge and had long dark brown/red hair. We were numbers 229, 230, and 231. As time passed the line grew tremendously both behind us and in front of us. There were several people cutting in line with their friends or would just walk up and stand in front of people. There were Forever21 employees walking around at various points and when our group as well as several other groups pointed out that people were cutting and were continuing to cut in line they all responded that they hadn’t seen it so oh well or they couldn’t do anything about people cutting.

There were several employees who clearly saw people cutting in line but did not do a thing about it! One employee even walked through the line smoking a cigarette and not really paying attention to anything! The longer we waited in line the further back in line we became. My small group as well as several others complained and no one helped us or seemed to care. Imagine our surprise when at 9 A.M. the doors opened and guests started filling through the doors when the last gift card was given to the person in front of us. In the end we ended up being numbers 301, 302, and 303. The girls were heartbroken! I think it is terrible that we waited since 7:20 in the morning in line and waited for nothing because of all the people who cut in front of us.

The worst part is that no employee would listen or help when all of the other people would cut in line. I am currently eight months pregnant and got to work several hours early to take these girls who love Forever21 and were very excited to get a gift certificate. We got there early enough and they should have gotten a gift certificate. These girls live in a group home and really don’t have many possessions. This event was poorly organized. It is not fair that we would keep getting further away from the door as time went on. I called the corporate office to let them know of the situation. They gave me the number for district manager. I called her to let her know and she was very rude, unprofessional, and unapologetic to me.

She answered the phone and sounded very annoyed that I was even calling, she told me, “I doubt one of my employees would even be counting out loud so people could hear.” She then stated, “Well, it is what it is”. Her overall attitude was that she was annoyed that I had even called and couldn't care less! I am very disappointed. My friends and I loved Forever21 and had never had a problem with them in the years that we have been shopping there. Due to my experience this time and poor customer service that I received I will not be continuing to shop at Forever21 and will no longer recommend Forever21 to friends, family, or colleagues.
     
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Soaring Consumer on 2009-03-21:
Now that is just sad. And wrong. What kind of event is so unorganized that they are not able to prevent a few people, let alone 72, from cutting in line?!

And then the way they treated you afterward was just as bad and completely unacceptable.

Maybe you can try complaining to the BBB, hopefully it can be resolved that way.
Principissa on 2009-03-21:
Didn't they realize that the people in front of you didn't have the number cards that were given to you and the girls? This is ridiculous and the response given from the "district manager" is so unprofessional it's disgusting. It's no wonder her employees behave the way they do, they know she doesn't care. Speak with your wallet and shop elsewhere, they clearly don't care if they have your business or not.
Slimjim on 2009-03-21:
Totally mismangaged. You don't offer a promotion like that and then not control the line. Their indifference or lack of guts to handle the line jumpers is inexcusable.
Anonymous on 2009-03-21:
On principle alone, I refuse to stand in line for a sale or promotion giveaway. However, I used to walk by a large shopping mall every morning and saw a number of large store openings with "first 200 people" etc. giveaways. The lines were huge by 7 a.m. and I always saw the staff giving people number cards. This should have happened here. Talk with your wallet and teach the girls in the group home to do the same thing.
jktshff1 on 2009-03-21:
what the others said
Anonymous on 2009-03-21:
That is terrible. Why weren't just the ones with the cards given prizes? I can't believe they didn't honor your cards. Idiots.
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Poorest Customer Service Ever
Posted by on
Rating: 1/51
ONLINE -- My daughter ordered several items from this company. Their IT dept screwed up the order, cancelled it after two weeks and then their customer support team tried to tell us it was US that cancelled the order. After clearing that up, they said WE needed to go to the effort to redo the order, and they would give us a 10% discount and express shipping IF we did it in 2 days and WE would have to email them to get the credit for the discount and the shipping!

I have not even received the credit for the first order after 3 weeks! I WILL NEVER DEAL WITH THIS COMPANY AND I HIGHLY RECOMMEND THAT ANYONE READING THIS REVIEW THINK TWICE BEFORE DOING SO AS WELL. This is NOT how I expect to be treated by a so called Christian company.
     
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No Customer Service
Posted by on
Rating: 1/51
My daughter tried to buy several items online, but the site said that due to a maintenance issue, her order did not go through and to try again later. A few minutes later, she did try again and it went through fine.

Then I got two emails saying that we had placed two orders and my debit card was charged twice. I went online immediately to cancel the second order (as you can easily do on Amazon or almost any other online store, but there was no way to cancel the order online. I called their 800 number, but got only a busy signal.

I emailed them and got no response. It's been days now and still no response. I've tried their phone dozens of times and get only a busy signal.
     
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trmn8r on 2012-10-03:
You can't cancel orders placed on a lot of online portals, in my experience. Forever 21 is one of them. This is in their FAQ:

"Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us."

The best thing to do when an online session freezes or acts funny *after* entering your billing info is to call and check to see if the order went through.

As for not answering the phone at all, that is totally unacceptable. However, in this case it does not appear that would alter the outcome.
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I lost it, your fault.
Posted by on
PHOENIX, ARIZONA -- My package was lost and Forever21 refuses to take responsibility and refund my money in a timely manner..
- It was shipped on September 13th.
-It was lost on September 17th. I sent a claim for an affidavit on September 23rd.
-I have called numerous times and have not received any updates or status on the order unless I call and wait for over 30 minutes each time on hold.
- I have been given conflicting information regarding the refund of my order. Their system shows conflicting dates for when I call / when I submitted my affidavit. I have emails to show they are stretching the truth.
-Today is October 26th. It's been a month and a half since I placed my order. I have still not seen A PENNY to my $80 order.




Their customer service is awful. They can't locate the package. They have 'delayed' my refund.
     
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Mrs. V on 2011-10-26:
If you used a credit card, print out the emails and call/go to the issuer of the credit card and dispute the charge.

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Poor Customer Service
Posted by on
CONCORD, CALIFORNIA -- My daughter received a blouse from ( Forever 21 ) in the Sun Valley Mall, Concord, CA as a birthday gift and it is way too small. I called the so-called Mgr. on duty and asked if we could exchange it for a different size or get something else in return. He said, you must have a receipt, attached tag and be under 21 days or no deal. We don't have the receipt, but have the tag, tho not attached. Any store would accept it back for an exchange, hello? no sale lost! They can re-ticket any item in the store and know it. This Mgr. had a smart mouth, I don't care attitude, and could careless about making a customer happy and or to return in the future.
Listen up Forever 21, you have a rotten store policy and rude employees who do not care about your customers. With today's recession, you better take care of your customers, not steal their money. LEARN what customer service entails. It's about the people! I will donate this cheap rag without the label. I refuse to advertise for you. Forever 21 means this: return in under 21 days or own it FOREVER!!! Disgusting to say the least.
     
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At Your Service on 2011-08-24:
I can appreciate feeling trashed upon when the store doesn't side the way you may want. I can understand feeling the same way. But this policy isn't that uncommon. A receipt, whether original or gift, is required to make the exchange possible. It protects the store from you buying something they carry from another store and returning it to them or identifies the price you paid so proper credit can be given to the other merchandise.
trmn8r on 2011-08-24:
Most stores today require a receipt for returns. With clothing, requiring the tag to be attached is pretty standard as well. Otherwise, the clothing is quite possibly used.

Did the employees' rude behavior stem from the way they explained the returns policy, or the fact that they were unable to make an exception to the policy?
Venice09 on 2011-08-24:
Why would you even want an exchange for a cheap rag? If that's the way you feel about the garment, by all means throw it away.

I don't understand how Forever 21 steals from customers. Someone gave them money and received merchandise in return. Isn't that how it works?

Not too many stores are making exchanges without a receipt. That's just the way it is now. I wouldn't expect a store like Forever 21 to be too lenient with their return policy.
GreenstarYT on 2011-08-24:
This seems to be the standard with clothing purchases now, no receipt = no return. It adds a level of credibility to the purchase. Meaning you didn't steal it or didn't pick it up at a flea market. They don't wash garments before putting them back on the rack, and as a clothing buyer I would rather shop at a store with a stiff return policy. Makes me feel like I'm not buying someone's one night outfit.
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