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Business Profile

Womens Clothing

Forever 21 aka F21 OpCo, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

This profile includes complaints for Forever 21 aka F21 OpCo, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Forever 21 aka F21 OpCo, LLC has 238 locations, listed below.

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    Customer Complaints Summary

    • 240 total complaints in the last 3 years.
    • 71 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase on 2/6/2024 at Forever 21 in the *****************. The purchase amount of $29.99 not including taxes. I paid for the item in cash. I went back to the store on 2/8/2024 to return the item for a full refund in cash; the original form of payment. I was told by a black cashier wearing a white graphic T-shirt hair in two Afro puffs and a white store manager with brown long hair that I could not get my refund back in cash because I will not show them my drivers lic or military ID or state ID. I was told I could only get a store credit. I advised them that it is against the law to ask for someones ID at a store counter. This was outlawed during check writing years ago. The clerks did not provide their names. I advised them that I would report the store. I advised them that the policy that they are stating is not even on their store receipt.

      Business Response

      Date: 02/21/2024

      Hello *****, 
      Thank you for your patience in this matter. Ive forwarded your BBB complaint and receipt to the store District Manager for further assistance. Please allow them 2-3 business days for a follow-up. 
      Thank you  

    • Initial Complaint

      Date:01/26/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I earned a 45 dollar reward 2 months ago and during those 2 .months a tried several times to use that reward towards a purchase and the website wouldn't allow it. I had that problem more than once and even spoke to customer service and they didn't know why? So my reward expired and I was never allowed to use it! The problem was no fault of my own! It was there fault! They won't fix the problem andnow I i Iost my *****. Why let us earn rewards if they won't let you use them? Isn't that fraud?

      Business Response

      Date: 01/30/2024

      Hello ******, 
      Thank you for your patience. We need to gather more information to best assist you. May you provide the Reward code and the email address connected to the account you received the reward for. May you also include an image of the front and back of the reward code?  
      Thank you  

    • Initial Complaint

      Date:01/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered two jackets from Forever21 online on December 5th, 2023. I paid $56.21 including taxes and shipping to my apartment. Every package delivered is to go into a safe locker by any carrier. I also write that in the descriptions of my order as well just in case. This did not occur and my package was stolen. I contacted Forever21 immediately and they told me they would file a compliant for me as the picture of the delivery clearly shows the package thrown next to the lockers out in the open. After a little bit and still no communication I contacted them again and they told me my complaint was denied but they would file another one. After that I waited again and contacted them again after more silence and they told me there was nothing they could do. They strung me alone for 6 weeks and were not helpful at all. Their customer service was rude and did not do anything. I am being punished for the laziness of Forever21 and ****** My order number was #**********. Thank you!

      Business Response

      Date: 01/30/2024

      Hello *****,  
      Thank you for your patience. Per the delivery details, it looks like the package was delivered to the safe locker area of your building. If there is no available locker and/or if the carrier does not access to place a package inside of an available locker, they will leave the package inside the safety locker area. Looks like someone stole your package. We suggest you speak to your building management to review their security cameras. Now concerning your order **********, weve made a one-time exception and refunded your order in full. Please allow 3-5 business days for the funds to be applied onto your original form of payment. 
      Thank you  

      Customer Answer

      Date: 01/31/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************

      Customer Answer

      Date: 02/29/2024

       
      Complaint: 21174062

      I am rejecting this response because:

      I filed a complaint with BBB earlier about forever21 about a missing/stolen package and they said they would refund me but i never got my money.

      Sincerely,

      *********************

      Business Response

      Date: 06/24/2024

      Hello *****,  
      Thank you for your patience. Per the delivery details, it looks like the package was delivered to the safe locker area of your building. If there is no available locker and/or if the carrier does not access to place a package inside of an available locker, they will leave the package inside the safety locker area. Looks like someone stole your package. We suggest you speak to your building management to review their security cameras. Now concerning your order **********, weve made a one-time exception and refunded your order in full. Please allow 3-5 business days for the funds to be applied onto your original form of payment. 
      Thank you  

      Customer Answer

      Date: 06/24/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *********************

    • Initial Complaint

      Date:01/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 5 items from the Forever 21 website on January 6th ****, order number **********, and spent $68.33. I received two emails that the package is still on the way (on 1/10 and 1/12) then one today 1/17 asking me to rate my items that I received.I have not received any items yet so I looked up the tracking information through F21 and it says estimated delivery was January 12th. I looked again via ***** using the tracking number (************) and it says the "label is created" and is waiting for F21 to give them the package so they can ship it. I contacted F21 using the website chat option and attempted to chat with a representative three times but the chat never loaded or redirected me to a real person (it would only let me chat with the automated response bot).It has been 11 days since I placed the order and they have yet to ship the package. I need my money back since I have yet to receive my order AND it doesn't seem like I will.

      Business Response

      Date: 01/31/2024

      Hello ******, 
      Thank you for your patience. Per the latest tracking information, your package was delivered: Tuesday 1/30/24 at 10:30 AM. We sincerely apologize for the delay.  
      Thank you  

    • Initial Complaint

      Date:01/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 01/06/24, I received an email receipt from a Forever 21 store in ************* for an in-store purchase of that same day (see attachment) I didn't make this purchase, have never purchased from Forever 21, don't live in ********, and have not visited there for 30 years.I searched on the Forever 21 website for a CS email address to forward this to, but there wasn't one.So instead, I contacted the business through F21's ******** page and sent a screenshot of the email. This began an extremely long, frustrating back-and-forth, where 4 different CS reps over the course of 2 days miscategorized my issue, including referring to it as "asking for an order I never placed" (what?) and asking for a screenshot of the "receipt not an attachment" which makes zero sense and not recognizing this was an in-store purchase, not an online purchase. You can see the complete conversation on ******** or I can send you screenshots on request. Your reps asked me over and over again for a screenshot of the receipt,which I sent them initially as I mentioned, 2 more times after that; so exact same pdf THREE TIMES.On the receipt, it appears to give the last 4 digits of the **** credit card used.I couldn't find a matching credit card of mine that had these 4 numbers; however, I wanted to make actually certain; so I asked them several times to confirm **** referred to the credit card used.They would not answer me, instead they kept telling me to "check with my financial institution" which is pretty difficult when I don't know what financial institution I was supposed to check with. I have over 2 dozen **** cards, I just needed the name of the issuer or, again, a confirmation of the **** portion.After the 3rd time of sending the identical pdf, I was "thanked for sending the receipt", no mention of me sending it multiple times, no apology, nothing, but no further assistance other than telling me again to check with my financial institution WHICH I CANNOT DO..Your reps are both dense and useless.

      Business Response

      Date: 01/30/2024

      Hello *******, 
      Thank you for your patience. Due to our security policy, we cannot verify nor confirm a form of payment information such as the last 4 digits of a card nor the card holders name. Now concerning the email receipt, if you have already reviewed your **** cards and do not have a card ending in the forementioned numbers. It looks like an instore customer has a similar email to yours. Perhaps, they misspelled their email and/or missed a letter or number. We sincerely apologize if this has caused you any inconvenience. 
      Thank you  

      Customer Answer

      Date: 01/31/2024

       
      Complaint: 21112115

      I am rejecting this response because:It took 3 1/2 weeks to come up with a "sorry if this inconvenienced you" response? No mention of the ridiculous, frustrating exchanges with your ******** that took two days of me submitting the same information over and over and over. It's ironic that can send a receipt to a totally unconfirmed email that contains a portion of a credit card number,  but quite obviously can't piece together who the customer actually was.  Sounds like a pretty serious security issue for your company. I look forward to the inevitable class action suit that results from your *** customer security measures. No further response is requested, your lack of concern is blatant and speaks for itself. 

    • Initial Complaint

      Date:01/07/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The worker 1/6/24 11am some African guy i didnt catch his name, was lying to me about getting a reward card only requiring my phone and email, he then asked for my drivers license and i gave it to him then he proceed to lie and told me to put my last four ssn. I told him no reward program needed that, he then proceed to enter a fake salary for me, thats when i asked if he is opening a credit card he proceed to lie, his manager was laughing next to him and finally said yes he is, its not funny to run a shady business please forward to their corporation or monitor their actions

      Business Response

      Date: 06/24/2024

      Hello ********,

      Please reply with the store location this occurred in if you still assistance in this matter.

      Thank you

    • Initial Complaint

      Date:12/31/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a few items at this local Forever 21 store. I bought a red blouse, black pants, and various other items. I got home and went to try on these items when I realized the pants had been torn. I went back to the store to return them and one of the workers was extremely rude and told me I could not return them because they were final sale. No one had mentioned that they were final sale nor that I couldnt return them. I didnt even find them in the clearance section. I asked the worker if there may have been a mistake and she kept being rude and seemed disgruntled so I just took the loss and left without being able to return the item.

      Business Response

      Date: 06/24/2024

      Hello ****,

      Please reply with the store location this occurred and the receipt in if you still assistance in this matter.

      Thank you 

    • Initial Complaint

      Date:12/29/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i made an order on 11/30, it got delivered on 12/06. when i came home, the package was gone. i contacted all my neighbors and no one had seen it or had it themselves. so i spoke to customer service and they told me to contact them again on the 21st. to which i did then i was told to contact them on the 23rd. i waited until the 24th and they said that the carrier confirmed that it was delivered. and even if i submit a police they were still refusing to refund. this order was $170 i never received it, and i believe i should get my money back.

      Business Response

      Date: 01/08/2024

      Hello Trinity, 
      We sincerely apologize for the inconvenience, but it seems like the package was stolen. In good faith, we have issued a full refund for your order **********. Please allow 3-5 business days for the funds to be posted back onto the original form of payment.  
      Thank you  

      Customer Answer

      Date: 01/11/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Trinity *******

    • Initial Complaint

      Date:12/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an order and returned via their return mail service of over $200 worth of products (12 items) and it was received by them (it is tracked). They emailed me saying they received it and then only refunded me $17 of which I then contacted them on Dec11 and they told me it wasn't even for the correct item that I didn't return. They said they would contact the warehouse and I had to wait 3-5 days for it to be resolved and I would receive an email from them. 5 days past and I didn't get an email so I called again and they said it would actually take a week at most so I waited 2 more days and didn't hear back. I called again and they said I would get a refund in 2-3 days and if I didn't hear back I would get my refund in full for all 12 items. I waited over a week since then (12/28) and I didn't hear back and contacted them again and they said they have to wait 48 hours from the warehouse to hear back and they can't do anything about it and if i don't hear back then I just have to call again and if I call again, they can't guarantee any resolution except to escalate the issue and have me wait again and while I was talking to them because that didn't make sense, the customer service agent hung up on me in the middle of the conversation.

      Business Response

      Date: 01/08/2024

      Hello ********, 
      Thank you for your patience regarding order **********. The remaining refund due was issued on 1/3/2024 back onto your original form of payment. 
      Thank you  

    • Initial Complaint

      Date:12/27/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased some items on black Friday for some of my daughters Christmas presents. It was a total of 4 items. When I checked my order the next day, it was sitting in my shopping cart. Thought that was weird and resubmitted my order. When I received my order, only 3 items shipped. Checked my email and 1 item was canceled for being out of stock. Checked my Amazon Pay and my bank statement, the full amount was withdrawn. I also saw on Amazon Pay that this charge was placed 3 times and canceled and on the 4th attempt went through. The first time I talked to CS, they apologized and said that the refund could take up to 3 weeks. The second time I chatted with CS, they apologized and said that the refund is in process. The third time I chatted with CS, they told me to check with my bank about the charge and that they only charged for the 3 items. The original charge was $82.24 and they swear up and down that they only charged me $55.20. **************** would not give me a fax or email so I can show them my proof of the over charge. This is a lot of hassle to go through for $27. But the point is that they initially charged for an item they knew they didn't have and now are refusing to reimburse for their error. $27, 1 month of waiting, roughly about 2 hours of phone and chat time, a lot of gas lighting. They refused to even look at my statements, claiming that I am not looking at my statements correctly and need to talk to my bank.

      Business Response

      Date: 06/24/2024

      Hello *********,

      Thank you for your patience and we apologize for the delay. Per our records your order ********** was only charged $55.20. 

      Thank you 

    Forever 21 aka F21 OpCo, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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