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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:12/01/2023

      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 11/05/2023 my granddaughter and I proceeded to purchase a sweatsuit set that was advertised for 2 for$30. mix and match top and bottom. When we went to the register we were charged $49.98. I spoke to the sales person who was also the manager. I told her the sign said $30. she said she didnt make the sign. I explained to her that she has to honor the sign on display because its false advertising. She said do you want it or not. The sign was placed where the sweatsuits were displayed with no exception of clothing articles. *** contacted to this business corporate office multiple times and being told I would be contacted. I still have no resolve on this issue. I was over charged and went this matter rectified. I have my original receipt and was promised compensation.

      Business Response

      Date: 12/17/2023

      Hello ******, 
      Thank you for your patience in this manner. Please advise whether or not you still need assistance in this matter. Your complaint was escalated to the store location on 11/14/2023 and 12/1/2023. 
      Thank you 

    • Initial Complaint

      Date:11/28/2023

      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.
      They are giving me a very hard time about my refund on order **********

      Business Response

      Date: 12/17/2023

      Hello *******, 
      Thank you for your patience in this manner. Your order ********** was refunded on 11/28/2023. 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:11/28/2023

      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 a jacket (item #************) on November 7th at the store located in the **************************, ***************** ***************************************, using CASH as tender, for the amount of $79.99 + 6% tax ($4.80) for a total of $84.79. I went to the same store on November 27th to return the item, just in the conditions specified in the receipt (With receipt, within 30 days, unwashed, unused, with tickets attached) and was told that in order to get my money back I needed to present an ID so the cashier can enter my information in your system. I find this completely unacceptable. First, because it violates my right of privacy, second because I've learned the hard way not to give my personal information to any retailer given the fact that previously some have been hacked and the information provided by the customers have been compromised in the past.What I would like from this company, is to instruct the manager from that location (who, by the way, was smirking during the whole situation) to give me my money back without the need to present my ID.Given that the receipt didn't mention the need to present an ID for a refund, (something that the manager also acknowledged) I believe is the right thing to do.I also tried to call the customer service representatives but was on hold for 20 minutes because all representatives were assisting others. I also tried to solve this issue using the online chat but was the 26th in line. I don't have the time to wait that long for a representative.Thank you.

      Business Response

      Date: 12/17/2023

      Hello ******, 
      Thank you for your patience in this manner. Please advise whether or not you still need assistance in this matter. Have you already returned the item in store?  
      Thank you  

    • Initial Complaint

      Date:11/27/2023

      Type:Order Issues
      Status:
      Unresolved
      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.
      Hello, please see attached complaint. I requested to be contacted by a supervisor in October via chat, due to the substandard customer service I received via chat. However, instead, a rep by the name of *********, sent me an email on Nov 6th requesting the details of my complaint. I provided a copy of my complaint, however no one responded. I emailed the company on November 10th, but again no one responded. What is the point of the reps emaiing the customers, only to ignore their emails. I should have been contacted by a supervisor by now.

      Business Response

      Date: 06/24/2024

      Hello ******, 
      Thank you for your patience in this matter. Please reply with the store location this occurred in if you still assistance in this matter.
      Thank you

      Customer Answer

      Date: 06/24/2024

       
      Complaint: 20916296

      I am rejecting this response because: the business never addressed my concerns which were online customer service issues. 

      Sincerely,

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

    • Initial Complaint

      Date:11/27/2023

      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 purchased a pair of sweatpants for my daughter two days ago. I went in to exchange the sweats today because they were too small with receipt, tag, etc. The young woman behind the counter told me that because the sale ended yesterday, I would now have to pay full price to exchange the pants. So it would cost me ~16 to exchange. She told me if she did the exchange that her company will think shes stealing money from them. I asked to speak to a manager and she said she was the manager. She said its not her fault because its the way the computer works. I contacted a sister company of Forever 21 and another Forever 21 in a different location and was told that is not the policy, at least for their stores. It doesnt state this online either.I went back to ask the manager for her name so I could have a reference, and she refused to give it to me. Just flat out said no, I dont need to give you my name. I was not escalated. So in other words, if you purchase something on sale and its a wrong size, you cant exchange for another size post sale without paying full price?!! This was at **************, ******** **.

      Business Response

      Date: 06/24/2024

      Hello *********,

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

      Thank you 

    • Initial Complaint

      Date:11/26/2023

      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 order on October 29,2023 for ****** at Forever21.com. The package was said to be delivered by the carrier on November 5, 2023. When I arrived home from church the package was missing. I waited a day as requested still nothing. I called forever21 on November 6,2023. They opened an investigation and told me it would take 10 days. I never heard from them so I called on November 21 they stated they still hadnt received a response from the carrier who delivered. I called again today because they stated it had to be escalated. They informed me that package was delivered at the correct address, so they would not do anything further. They did not receive or ask for a signature for confirmation of delivery nor was it handed to me, it was left at the door. I paid money for a product and didnt receive anything. I requested a refund and they refused. I am reaching out to get help with my order.

      Business Response

      Date: 06/24/2024

      Hello Precious,
      Thank you for your patience. We've made a one-time exception and refunded your order ********** in the amount of $122.43. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.
      Thank you 

    • Initial Complaint

      Date:11/25/2023

      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.
      My order was shipped to the wrong address. When I called about they told me I had to call the carrier to get them to switch the address cause there wasnt anything they could do. So I did and ***** refused to help me (after speaking with them for over 2hrs) and told me that only the shipper (Forever 21) could tell them to change the address. So I then called the customer service for ************************* and the man was very hesitant to do anything, kept saying I should go to the address its being delivered to (which is in another city 2hrs away) and pick it up or contact the people at that address and have them hold it for me. I asked him please send the request in to ***** so we can get either held at their facility or sent to right address and he said hed submit a request but that it has to get authorization before they can submit it to *****. Never heard back from them after he submitted it. The package was delivered to the wrong address, never got my items. When I called to get a refund they refused to give it me, telling me it was my fault and they arent responsible.

      Business Response

      Date: 06/24/2024

      Hello *******,
      Thank you for your patience. We've made a one-time exception and refunded your order ********** in the amount of $103.03. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.
      Thank you 

    • Initial Complaint

      Date:11/25/2023

      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.
      After calling multiple times to get my package delivered to the right address, it's not. I'm stuck with a payment for items I never received, and no refund will be issued. All I want is my money back.

      Business Response

      Date: 06/24/2024

      Hello *******,
      Thank you for your patience. We've made a one-time exception and refunded your order ********** in the amount of $103.03. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.
      Thank you 

    • Initial Complaint

      Date:11/18/2023

      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.
      My teenage daughter bought a pair of pants online inn October 2023. She went to one of classes with the pants, sat down and the pants basically fell apart on her. A huge rip but it wasnt even like the sewing came loose. The material just fell apart. Like some kind of defect in the material. I contacted Forever to see if they exchange or refund her but they refused. I chatted with CS online and on ********* ******** customer service said allow them 48 hours and they will get back to me. It has been 8 days and no one got back to me. We would like a refund for that pants. Forever21 says they do not accept worn clothing. We are returning because she no longer likes it.. The thing is no good and we want out money back!Order#**********

      Business Response

      Date: 06/24/2024

      Hello *****,  
      Thank you for your patience in this matter. This issue was resolved on 12/4/2023.
      Thank you  

    • Initial Complaint

      Date:11/13/2023

      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.
      I placed two orders on Sept 13, 2023 and they both included defective merchandise. I called customer service & spoke with ******** on Oct 3. She recorded the issues with the items and processed both orders as defective & issued prepaid return labels for ****** The labels were to be marked as an exception to notify the returns area that the packages contained defective items so that I wouldnt be charged the $5.99 return shipping fee. Per ******** the $5.99 return shipping charge would be waived for BOTH orders and there was no mention that it was subject to approval or anything of the sort.The $5.99 return shipping charge was refunded for the first order #********** after calling customer service. Even though there was an exception attached to the prepaid label/order, they still charged me, but it was resolved.Order number ********** has been denied the $5.99 refund for return shipping. I called several times & was told over & over that the $5.99 refund was being processed. Then on Oct 30 I spoke to *******, who was a supervisor and she stated that it was not approved by a supervisor because the whole order was returned (but I had also returned the whole order for the other package) . She was not customer friendly and was very inflexible/unhelpful. I assume Forever 21 thought it was enough to issue only one refund, even though they sent prepaid labels for both orders and informed me/led me to believe that both orders would be refunded the $5.99 return shipping. This was misleading and false advertising. I could have opted to take the items to the store to return them if I knew they werent going to issue the refund, but I didnt have that option after returning with the prepaid labels.To clarify, I returned the whole orders b/c each of them had a tainted ******** no longer wanted the other items that came into contact with them.I am looking to receive a refund for the $5.99 return shipping that was deducted from my total refund for order #**********.

      Business Response

      Date: 06/24/2024

      Hello *****,  
      Thank you for your patience in this matter. This issue was resolved on 11/6/2023.
      Thank you  

      Customer Answer

      Date: 06/24/2024

       
      Complaint: 20864612

      I am rejecting this response because the matter was not resolved as the business stated and it is unprofessional and unacceptable to respond to a customer complaint 7 months later. 
      The return shipping charge was not refunded back to me and was deducted from the total of my refund per the complaint.

      The request was for the $5.99 that was deducted from my refund to be returned to me. The return shipping was supposed to be waived but it was only waived for ONE of the orders instead of the TWO orders that I sent back. The agent stated that both return shipping charges would be waived for both packages when I spoke with customer service initially.


      Sincerely,

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

      Business Response

      Date: 07/04/2024

      Hello *****,
      We apologize for the inconvenience and delay. The return shipping fee of $5.99 will be refunded for order **********. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.
      Thank you 

      Customer Answer

      Date: 07/12/2024

       
      Complaint: 20864612

      I am rejecting this response because:
      The $5.99 credit has not posted to my Discover card (original form of payment) and the allotted timeframe of 5 business days has expired as of today.

      Sincerely,

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

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

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