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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:12/22/2023

      Type:Sales and Advertising 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 12/19/2023 I placed an order through the forever 21 app in the amount of $71.17. I checked out using ApplePay which autofills all my information, ie. Address, payment info. I seen it entered my current and correct address so I process to confirm and checkout. Today (12/22/23) I received an email stating the package was delivered, I checked both my doorstep and mailbox and the package in fact had not been delivered. I looking into the tracking and they had delivered it to my old CA address, that I havent lived at for 4 years. I called customer service to see if they could help me because the address had clearly been changed on their end. They immediately tried to place blame on ApplePay that it mustve been an ApplePay issue. I checked all my ApplePay info and I do not have my old address connected to any ApplePay devices. I also called Apple and they confirmed my address for ApplePay is correct and that is wasnt an issue on their end. I looked at the forever ************************************ the app and they did have my old address stored but my current address was marked as my preferred address. So between using ApplePay and having my current address marked as my preferred delivery address in the forever 21 app theres no reason my items shouldve been shipped to my old address. Something clearly got change on their end & they are trying to pass blame onto Apple. Their customers service was less than helpful and they suggested disputing it with my bank. So after trying to pass blame onto Apple didnt work they suggested disputing it with my card holder, instead of offering to re-ship my items to the correct address, or offering a refund me for their mistake. They are trying to pass blame and not take responsibility or be helpful whatsoever. Its been an extremely terrible customer service experience with this company.

      Business Response

      Date: 06/24/2024

      Hello Destiny,
      Thank you for your patience. We've made a one-time exception and refunded your order ********** in full. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.
      Thank you 

    • Initial Complaint

      Date:12/22/2023

      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 an item online when they had a sale of 50%. My order number is **********. The hoodie was not the right size so 3 weeks later I went to the local store to complete an even exchange when they didn't have the same sale, but they declined to do a price match yet I had my receipts proving that I had received the 50% off and I was exhanging for the same item. I have never had such an issue before at any other clothing sale. I told them to cancel the return and give me back and they said they couldn't void the return. So basically my only option was to pay the higher price ir return the item. Terrible customer service at ************************* in ********** ****************. The manager couldn't help and sent me my way without the item.

      Business Response

      Date: 12/30/2023

      Hello ******,  
      Thank you for your patience in this matter. Please advise if you still need assistance in this matter. If you do, please reply with the purchase receipt of the Sweater-Knit Cropped Tank Top you purchased in full price. 
      Thank you

      Customer Answer

      Date: 01/11/2024

       
      Complaint: 21047505

      I did not purchase the item at full price after they rejected to honor the discounted price. That is my complaint, I have never seen a company that fails to honor a discounted price for the same exact item returned within 30 days. 


      Sincerely,

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

      Business Response

      Date: 06/24/2024

      Hello ******,  
      Thank you for your patience in this matter. This issue was resolved on 12/29/23.
      Thank you  

      Customer Answer

      Date: 07/01/2024

       
      Complaint: 21047505

      I am rejecting this response because:

      How was the issue resolved? I am not aware. No one reached out to me. 


      Sincerely,

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

      Business Response

      Date: 07/05/2024

      Hello ******,

      We cannot extend the 50% discount, however we did refund the remaining balance from your order ********** in the balance of $25.66. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.

      Thank you 

    • Initial Complaint

      Date:12/13/2023

      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.
      On 12/11/23 at 3:35PM I purchased a pair of pants for my daughter for $17.00. The pants were on sale, however, it was not disclosed to me prior and nothing is posted stating that this was a final sale. ******** customer returns and refunds law states that final sale items must be disclosed before the transaction is completed. I called forever 21 customer service to handle this, waited 20 mins on hold, finally got through to someone named ***** who seemed overwhelmed upon answering but like he wanted to assist. During our conversation the call was randomly disconnected and I did not receive a call back. I called them back waited another 20 min on hold only to be hung up on again once a representative answered. I would like to return this item as it was purchased only 2 days ago and the managers ******** and ******(sorry if I misspelled that name) failed to disclose this to me prior to purchase.

      Business Response

      Date: 12/22/2023

      Hello *********,  
      We sincerely apologize for any inconvenience. May you reply with an image of the purchase receipt. We need all of the transaction details on the receipt to further assist you.  
      Thank you  

    • Initial Complaint

      Date:12/13/2023

      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.
      Forever 21 lost my package, they admitted there is no proof of delivery (photo) , they also stated, whoever signed for the package misspelled my name. They refuse to give me a refund stated they need to further investigate. They told me to call back on December 4 two weeks after the package was supposed to be delivered. I called back December 4. They stated there is still no resolution. They advised me it can take another 8 to 10 business days at that point I requested a supervisor, supervisor. **** told me he would escalate this to corporate and it can take up to 48 hours to get a response. I called back 48 hours later they told me there is still no response. They told me to give it another 48 hours. I called back 48 hours later again and now theyre telling me there is still no resolution and they can take up to 24 hours since now they are putting it as an urgent matter. Their wait time to get an agent on the phone is about 30 minutes long and their chat online is helpless for them to tell me I have to wait another 24 hours and maybe in 24 hours theres still not gonna be a resolution because that is the impression Forever 21 has given me For this past month of dealing with this. Unbelievable.

      Business Response

      Date: 12/30/2023

      Hello *********, 
      Thank you for your patience on this matter. Your order ********** was refunded in full on our side on 12/13/2023. Typically, it takes US based financial institutions 2-5 business days to post the funds back onto the original form of payment. The funds by now should have already been applied back. If you have any further questions or concerns, please contact our customer service department.  
      Thank you  

    • Initial Complaint

      Date:12/11/2023

      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 placed an online order through Forever 21s website on November 16th, 2023 for the amount of $62.45.My order number is **********.About a week later they emailed me saying that the delivery driver couldnt find my address because it was incorrect. This is false. My address was correct it can just be a little trickier to find. I emailed them back with a detailed description on how to find my house. They said they would forward it to their carrier and I havent heard anything from them since. Ive tried calling their customer support phone number and it just rings, no one ever picks up. Ive also emailed them three times and havent gotten a response back. At this point I just want a refund but I cant even talk to anyone to get that. Therefore, I feel like I have no other option but to reach out and see if you can help me settle issue.

      Business Response

      Date: 12/22/2023

      Hello *********, 
      Thank you for your patience in this matter. We apologize for the inconvenience. Weve issued a full refund of your order **********. Please allow 3-5 business days for the funds to be applied back onto the original form of payment. 
      Thank you  

    • Initial Complaint

      Date:12/08/2023

      Type:Delivery 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.
      False advertisement.The company stated a date I would receive the item. There has been no update to the tracking information. Physical store locally cannot provide information. I am no longer in need of the item. I wish to receive an immediate refund.

      Business Response

      Date: 06/24/2024

      Hello *****,  
      Thank you for your patience in this matter. This issue was resolved on 12/12/23 your order ********** was fully refunded.
      Thank you  

    • Initial Complaint

      Date:12/07/2023

      Type:Sales and Advertising 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.
      Thank you for taking the time to review my case. I placed an order with Forever 21 on Nov 27, total was $35. Immediately after placing it I got a confirmation email, and realized the address was wrong, that was my daughters college appt that she hasnt lived in for two years. I called immediately and spoke to a representative and explained the situation and gave her the correct shipping address. She assured me that the order had just been placed, was not in the process of shipping, and that delivering to the correct address would not be a problem. Then on Dec 4 I got an email stating me order was delivered, to the initial incorrect address that I had changed over the phone. I sent an email that was sent right back, undeliverable. So they dont have a customer service email. I have called multiple times and been on hold for a very long time( see pics of the cust service phone number and my time waiting). Every chat Ive started says theyll connect me to an agent that immediately ends the chat. How can I resolve this and get the amount I paid refunded back to me? This is beyond frustrating. Yesterday my two calls let me leave my number for a call back but still havent heard back. There is no way to contact customer service. Any help you can provide would be greatly appreciated.

      Business Response

      Date: 06/24/2024

      Hello *******,  
      Thank you for your patience in this matter. This issue was resolved on 1/11/24 your order ********** was fully refunded. 
      Thank you  

    • Initial Complaint

      Date:12/07/2023

      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 did a chat with forever 21 on Dec 3rd and was inquiring about my package that has been sitting in limbo without any shipping movement since the 27/28th of November. I was told i had to wait until 5th to contact them again before anything could be done regarding this. It is Dec 7th i call and was on hold for 2 hours before i hung up and decided to use chat option instead. I was told that i now have to wait till Dec 9th before they could do anything because now they are asking me to wait another 3 days. However i was not told that previously. And stating this the person on the other continued to typed the same sorry message saying its out of their control and i have to wait. I have screenshots of the entire conversation. My last resort is to plaster that thread all over social media because they could simply mail out another item. And they werent even inquiring as to what could be done to help rectify the situation.

      Business Response

      Date: 12/17/2023

      Hello ********, 
      Thank you for your patience in this manner. Your order ********** was refunded on 12/9/2023. This amount should have been posted to your back onto your original form of payment 2-5 business days after this date.  
      Thank you 

    • Initial Complaint

      Date:12/06/2023

      Type:Delivery 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.
      Order ********** shipped to the wrong store. I have spent days and hours attempting to reach customer support by phone and chat. I'm disconnected after a few hours of waiting. I just want a refund.

      Business Response

      Date: 12/17/2023

      Hello ********, 
      Thank you for your patience in this manner. Your order ********** was refunded on 12/8/2023. This amount should have been posted to your back onto your original form of payment 2-5 business days after this date.  
      Thank you 

    • Initial Complaint

      Date:12/03/2023

      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 took a day off from work to wait for my package . no one ring the bell or knocked at the door the package was just left outside with no contact. The company should take full responsibility whenever the courier don't probably contact there customers..

      Business Response

      Date: 12/17/2023

      Hello *******, 
      Thank you for your patience in this manner. Your order ********** has been refunded in full in the amount of $140.90. Please allow 3-5 business days for the amount to be posted back onto your original form of payment.  
      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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