Forever 21 - Did Not Receive Order Will Not Replace or Refund
Customer Service - Complaint
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.