ONLINE, NEW YORK -- I have not received my merchandise with Forever 21, 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 it's 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 mis-delivery. 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 Forever 21 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 (i.e., not having received items - it was your decision which carrier to use - a carrier which mis-delivered my package - my agreement was with Forever21, not the mail carrier, and it is with Forever 21 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 Forever 21.
In essence, Forever 21 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 Forever 21 and repurchase items.
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 email 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.
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 too busy giving us dirty looks.”
At first I had 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 other's 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 they're 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.
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 cannot 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!!!
KANSAS CITY, KANSAS -- I recently went into a Forever 21 while on vacation at the Legends in Kansas City. I have shopped at Forever 21 in the past but this was a completely different experience. I saw this really cute skirt on the mannequin and when I asked where it was no employee knew so I asked if we could get the one on the mannequin and they said "no sorry it's corporate policy to not take anything off the mannequin."
But if I wanted to drive to another store I could do that. I explained I was from out of town and could not drive to another store so they went and asked the visual manager about the skirt. And she stated that it was in fact the last one so she put it on the mannequin and if I wanted to stop back by next week I might be able to get that one when they take it off. Again I explained I was from over 200 miles away and they looked at me like oh well not my problem. I asked them why they would ever put an item that was the last one on a mannequin when they know they cannot sell it. And they said "we don't know but we can't sell it."
I asked to talk to a manager and she couldn't care less about me or what I had to say. I have worked retail in the past and I currently own my own store and if I gave this kind of customer service I would be out of business. This store works on volume at cheap prices and cheap quality and does not care at all about customer service and giving the customer what they want. I will never shop here and I will go to a store that might be a little higher in price but will treat me like I am important to their business!! I am sick of poor customer service and will not give my money to where they don't appreciate it.
I tried to call corporate and got a phone number for a district manager and could not get through because his voice mail box was full. I am sure it was full of complaints!!! These businesses need to remember that if we all get sick of being treated like this they will not be in business any longer so maybe they might want to think about giving just a little good customer service and try to keep their customers!!
After having waited for my refund to be processed and not seeing any refund on my credit card statement, I contacted F21 and asked them what was happening. I was told that they encountered a 'problem' with my credit card and couldn't issue any refund.
Needless to say, I was very disappointed that if I had not checked my credit card statement, I would never have known that my money was not being reimbursed. If they were having some problem with the refund, I would have at least liked to know it instead of being kept in the dark.
Anyway, since they asked for the info, I promptly gave out my credit card info and waited for the refund. THREE days later, no news of any hope of a refund... even after I sent ANOTHER email to inquire about it. Silence. So I emailed Customer Service once AGAIN after around 4 days and a F21 representative told me that they did not receive my credit card info and that I should send it again. (!?)
Which I did. I asked for a confirmation. No reply. I honestly find it APPALLING that such a thing could go on. I sent back the item, was assured that I would be refunded. I wasn't and I wouldn't have known about that if I had not checked my credit card statements myself. When I asked about it and sent the info as requested, it was IGNORED not once but TWICE.
If I do not receive any reply about this, I'll be contacting my bank immediately to cancel out the payment. I have already waited more than ONE month!
Anyway, I never really write reviews and stuff but this was truly a horrible experience and I just wish to make sure that you guys DO check your credit card statements etc when you make a return. Because apparently, they would not hesitate to steal your money and when you'll try to get it back, they'll just ignore you.
SOMEWHERE, NEW YORK -- Do not ever order online with Forever 21! First of all I made a purchase of $34.36 and they ended up charging that amount to my credit card 3 ADDITIONAL TIMES! Then when I call their customer service, they say they'll refund me my money, but they never did! The 3rd time I called, a lady didn't even let me finish my sentence, she just hung up on me. Also their Customer service number listed on their website doesn't work. If you need to reach them, the REAL number is: 1800-966-1355.. But guess what? That number doesn't work all the time. I'm boycotting that company, their clothes are made in sweatshops and their employees suffer poor working conditions.
Their clothes may be night and affordable, but the quality is garbage, and their customer service is horrible. Make the right choice!!!
WINSTON SALEM, NORTH CAROLINA -- My daughter and I have spent many dollars patronizing a Forever21 store that is a 1 1/2 hour drive away from our home. We decided to take advantage of their egift feature and order an item online and save the drive! Never again!! After receiving the garment and being unhappy with it, we were instructed to mail it back for refund. We were only refunded the amount of the garment plus tax! No refund of shipping to us, no refund of shipping back to them!!! Conclusion of story: We spent $13.72 and do not have a thing to show for it! The company will not even respond to my calls or emails to answer why they do not even refund one way shipping! Buyer beware!!!
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.
PHOENIX, ARIZONA -- My package was lost and Forever 21 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.