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!!!
LOS ANGELES, CALIFORNIA -- I ordered gifts for my sons that per tracking information were supposedly delivered on 12/19/14. I did not receive them and called to advise Forever21. I was told one order was delivered by UPS, the other via USPS and that UPS would have to do an investigation and that I would have to wait 10 days before signing an affidavit to initiate a USPS investigation.
Since 12/22/14 I've called Forever21 customer service approximately 15 times, and have emailed 4 or 5 times. Every step of the way they've dropped the ball. Two different supervisors assured me they would follow up but didn't, and customer service will not give you the name of, or connect you to, a customer service manager. The long and the short of it is BUYER BEWARE - Do NOT order online. Forever21 does not require delivery signatures. Right now I am out $200 and I'm still getting the runaround.
GENEVA, ILLINOIS -- I bought some pieces yesterday at the Geneva, IL store, and when I got home I realized that one of the items I bought was in the wrong size; so I went back today to exchange it to the right size, same item, same color. However, I was sadly surprised with a very rude manager saying that that piece was from a final sale, and it couldn't be exchanged. I told her I didn't know that, and that the cashier didn't explain it to me during my check-out yesterday. She then said that this info it is on my receipt, and also at the cashier's location sign (all I saw was a 'hiring now' sign, no wonder...)
I told her that I usually shop during my work lunchtime, and because of that, in a hurry, I took the wrong size by mistake. She just said "it is what it is". Anyways, after she treat me like a **... I left the store hoping that the "hiring now" sign could in the near future attract a staff more client oriented, and more focused on customer satisfaction.
CHICAGO, ILLINOIS -- I had four hair bows out of five that I ordered that were horribly made. One was hot glued lopsided onto the barrette, so when I wear it, it's not straight. The other three weren't centered, so one side was bigger than the other. I asked them if they could do anything about it via email since it wasn't a big deal and there was a confirmation that my email was sent successfully on the screen. Guess what? I got NO reply from them and not even a confirmation email in my inbox or any piece of evidence that I sent something to them.
I was very nice in the email, and also very professional. It is super rude of them to just ignore an email. Very dissatisfied... NEVER buy anything online from them. I did however receive everything in great condition, so it's just the quality control that has a bit of a problem for hair bows.
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.
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.