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 Find Local Branches.

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

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• 

  Forever 21 aka F21 OpCo, LLC

  110 E 9th St #C910 Los Angeles, CA 90079-5404

• 

  Forever 21 aka F21 OpCo, LLC

  485 Arsenal St Watertown, MA 02472-5091

• 

  Forever 21

  2025 10355 152 St Surrey, BC V3R 7C1

• 

  Forever 21

  1 Crossgates Mall Rd Albany, NY 12203-5367

• 

  Forever 21 aka F21 OpCo, LLC

  17600 Yonge Street Newmarket, ON L3Y 4Z1

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.

• Initial Complaint

  Date:11/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 9/26/23 I placed an order for $84.98 to be shipped to my home. I got an email on 10/1/23 saying it was delivered, the order was never delivered. I reached out to the company on 10/2 and was told I had to wait until 10/4 to file a complaint because 3 full business days needed to pass. On 10/4 I reached out and was told they couldnt refund me immediately, but they would open an investigation with the shipping company and I needed to reach back out after 10/23/23 for that to be completed. I reached out 11/10/23 to inquire again about a refund for this order that I never received and was told the shipping company hadnt given them an answer and I need to reach out again on 11/23 to see if theres any updates. At that point it will have been 2 months since I placed the order. I still do not have the order, but this company is refusing to give me my refund for the order I never received. Also, on 11/10 after an online chat, I decided to just call customer service and ask for the supervisor, I was told there were 2 callers ahead of me so he would need to give me a call back. I never received a call back from the supervisor. I no longer want the items I would just like my refund

  Business Response

  Date: 06/24/2024

  Hello *****,  
  Thank you for your patience in this matter. This issue was resolved on 11/21/2023.
  Thank you  

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Sept. 22 I placed an online order through the F21 website and was sent to the "Thank you, your order has been placed" screen with the money being taken out of my account. The next day I realized I never got an email confirmation. I went to their online chat support and told them of how I would like my order confirmation, they replied that they had no order from me/no order was placed. I asked for my money back since I would not be getting my order and since it was taken from my bank account. They refused because no order was placed. They asked for photo proof from my bank, proof of transaction, etc. and told me they'd reach back out. They never reached back out. It's been over a month. I'd just like my money back.

  Business Response

  Date: 06/24/2024

  Hello *****,
  Thank you for your patience in this matter. Please reply if you still need assistance.
  Thank you

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am highly disappointed with the poor substandard service I received today. I am currently in the hospital recovering from surgery, as such I am going to miss my sisters bday party. That being the case, I visited your site to purchase a gift. I have a UNiDAYS account, I saw the offer of 50% off my purchase via the forever 21 app. I entered the code via the app, but the discount was not deducted. I chatted with rep ****** who disconnected the chat prior to helping me. I then chatted back with *****. Once again, I just wanted to ask if the code was valid. I prefaced the chat with ***** advising him that the reps were disconnecting my chats without helping me. So I asked that he not do the same. Anyway, instead of ***** confirming if the code was valid, he asked for my name email address etc.. I questioned this and explained that I am a first time customer, so there would not be any contact info to confirm. ***** continued to respond that he could not help me unless I provided the info. Once again, I asked what he was trying to confirm? He never answered my question, and insisted I give him my info. As I did not know what he was trying to confirm, I provided him with my name and email address linked to my student UNiDAYS account as I saw the offer on the UNiDAYS site. Shockingly, ***** responded he could not help me because I provided false info? What! I responded that the info I provided was my contact info. This was why i questioned ***** as to what he was trying to confirm, as I did not know if he wanted to confirm my UNiDAYS info or what. I asked ***** for a manager , and he responded for me to call customer service, and then he disconnected the chat! His behaviour was inappropriate. For starters, when a customer questions a rep as to what info they are trying to confirm, it is not acceptable for a rep to refuse to answer that, and make threats that I will not get help. His behaviour has negatively impacted my shopping journey, and I was unable to purchase

  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

• Initial Complaint

  Date:10/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 for ship-to-store on 10/15, which shipped on 10/16. It was due to arrive by 10/22. When it was past this date, I did an online chat to find out tracking information. I was advised that it takes 5-7 business days for an order to be received and I should wait for an email. After more time waiting, I spoke to another agent on chat and was told that the items arrived at the store on 10/24. As I still had not received an email, on 10/26 I went to the store to see if someone could find the order. I was told that the order had not arrived yet. I did another chat on 10/27 and was told that the order was returned because it had been more than 10 days since I received an email. This was not true. I had received an email on 10/26 that a credit was being applied to my card, but no further information was given. I called to speak to someone and was told that the order arrived damaged, so it was sent back to the warehouse. This information was never communicated to me prior. I have received different explanations from different people including: it has not been 7 business days so wait a bit more, the order arrived on 10/24 but has not been processed yet, the order has not arrived in the store as of 10/26, and the order was returned because it was damaged. I was assured on the phone that both items I had ordered were in stock at my local store. When I arrived at the store, I was told the package had already been returned to the warehouse and they did not have either item. As these items were purchased for an event on 10/28, I had to go elsewhere to replace both things. The two items I purchased totaled $20.98.

  Business Response

  Date: 06/24/2024

  Hello *********,
  Thank you for your patience in this matter. This issue was resolved on 10/26/2023. Order ********** was refunded. 
  Thank you  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 20793363
  
  I am rejecting this response because:
  My order was canceled. I wanted the product not money back. Also, this is from October and it's nearly July.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/04/2024

  Hello *********,
  We apologize for the inconvenience and delay. We will utilize it to make internal improvements and avoid similar behavior.
  Thank you 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 20793363
  
  I am rejecting this response because: it's a lie.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/20/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 friend purchased a jacket online and hoped to exchange it in store for a different size. The manager said that their policy was that they could not do exchanges for online orders. We suggested that we return the item and repurchase if she could then price adjust to the online order price. She said that she could not adjust any pricing. We decided to just keep the original jacket and leave. However, while still at the mall, I looked up their policy online, which states:"Online purchases are valid for exchange, credit, or refund within 30 days from the ship date either through our returns portal or in store. Online purchase exchanges are only available in store."Clearly this "manager" was mistaken. Upon returning to the store I again spoke to her. She then admitted to the policy but insisted that her system would not allow her to do an exchange or a price adjustment. I asked her if we could just swap the items, but she said it had to go through the system and the system would not allow it. I asked for her name - she refused to give it. I asked for the regional manager's name - she refused to give it. I asked for a corporate contact number - she refused to give it. As I had no means of identifying her, I attempted to take her photo as I intended to contact the company - she ran away and called security.We both spoke to security when they arrived. While I was speaking to them, she supposedly got her manager (I believe her name was ****) on the phone and after much back and forth, the exchange was finally processed. Upon finishing the transaction she informed us that we were not welcome back in the store. I said that I thought it was incredibly vindictive to ban us when all we were trying to do was get her to abide by the written policy of her company. I don't understand why any of this happened. I would like to speak to someone at the Forever 21 corporate office to address this situation as we were horribly mistreated.

  Business Response

  Date: 10/23/2023

  Hello ******, 

  Thank you for bringing this to our attention and we apologize for this incident. May you reply and specify the store location where this took place and the order number the jacket was originally purchased under.  

  Thank you  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20763030
  
  I am rejecting this response because:

  The business has requested additional information from me. No resolution has yet been proposed. I am happy to provide the additional information, which is as follows:

  Location: Forever 21, **************** (******************************************)

  Order Number: **********

  Please keep in mind that the order is not under my name - it is under my friend's name (*********************) as it was her order and jacket that we were attempting to exchange. I was assisting her as we were shopping together and I was the one who looked up the store policy online and had more interaction with the associate at the store.
  

  I am happy to discuss this further with the business directly. My friend submitted a complaint as well through their customer service by phone. I had attempted to do so online via e-mail, but could not find an e-mail address or complaint form on their website (it kept circling back to the phone number), so I decided to go through the BBB instead.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/26/2023

  Hello ******, 

  Thank you for providing the store information. Your case and complaint have been forwarded to the District Manager of the store. Please allow 1-2 business days to be contacted. I provided both you and your friends information.  

  Thank you  

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20763030
  
  I am rejecting this response because:

  I have not heard from the business directly. It was stated that I should hear from someone within 1-2 business days. The message was received on Thursday, 10/26/2023. I have allowed Friday, 10/27/2023, and Monday, 10/30/2023, for communication. I would have allowed more time; however, 1) I wanted to take their statement at face value, and 2) I didn't want to forget to respond in this thread and inadvertently have the complaint closed before there was a resolution. I would rather send a gentle reminder to please have someone contact me right away to discuss this matter further.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20763030
  
  I am rejecting this response because:

  I have not heard from the business directly. It was stated that I should hear from someone within 1-2 business days. The message was received on Thursday, 10/26/2023. I have allowed Friday, 10/27/2023, and Monday, 10/30/2023, for communication. I would have allowed more time; however, 1) I wanted to take their statement at face value, and 2) I didn't want to forget to respond in this thread and inadvertently have the complaint closed before there was a resolution. I would rather send a gentle reminder to please have someone contact me right away to discuss this matter further.

  Sincerely,
  
  *************************

  Business Response

  Date: 06/24/2024

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

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 20763030
  
  I am rejecting this response because: I provided the requested information several times months ago and never heard anything further until now. If the business cared about resolving this issue, they had ample time to do so and they have all of the information at their fingertips in the complaint history, just as I do. I was supposed to have heard from the business directly previously and no one cared to follow up. While I do appreciate that perhaps they seem to want to look into it now, I am not confident that anyone will actually reach out to address this directly.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a package online and did not receive it. I filed a claim with forever 21 and they were no help. I do not want to pay for a package i did not receive. My order number is **********. I want a refund.

  Business Response

  Date: 10/19/2023

  Hello *****, 
  We apologize for the inconvenience. Weve refunded your order **********, please allow 3-5 business days to receive the refund back onto your original form of payment.  
  Thank you  

  Customer Answer

  Date: 10/19/2023

   
  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:10/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 September 25,2023 which did not show up but I was charge I contacted them on sept26 Oct 4 twice and today oct 8 first person did not see order asked for supervisor they said they would call the next day and didnt so I gave them time to get back to me almost a week later Oct 4th still noting and money wasnt back so I messaged them through chat and they saw order but werent any help so I called and got transferred to manager who said to wait I stated that I waited and called bank to see what was going on they said theyd escalate and call me next day and personally keep up on it still no call back now its been 4 days Oct 8 nd I messaged to check they said they cant help it was voided and they arent honoring prices from before if I do get money back so now Im out my money and my items and if I order prices will be higher so basically Im screwed and they are not helping at all Ive wasted so much time trying to resolve this I had a smaller order before missing items and let it go because it wasnt as much money but now I am very upset and something needs to be done please help

  Business Response

  Date: 10/13/2023

  Hello *******, 

  Upon reviewing your order history under your email: *************************** there was no order placed on 9/25/2023. These are your most recent orders:  

  Order ********** placed on 9/14/2023 in the amount of $254.08 
  Order ********** placed on 10/8/2023 in the amount of $221.73 

  We suggest you contact your financial institution if you havent already to inquire if you have a charge on 9/25/23 from our company since we do not show one. If they state they do, we will require a formal letter from them with the transaction details.  

  Thank you 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20711248
  
  I am rejecting this response because: you can clearly see the order and charge in image that is not most recent and I have talked to people multiple times that see the order I am complaining about. I have taken steps needed and I want my money back why is this so hard you guys arent losing out because nothing was ever sent unless you r scamming people and keeping money I am the only one losing out here and wasting time on ur guys mistakes
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/26/2023

  Hello *******, 

  Thank you for your patience. The order attempt transaction did not process an order and the PayPal transaction shows as voided and payment is cancelled. You may reach out to PayPal to double check. Due to this, we do not need to process a refund since we did not receive the funds. 

  PayPal Transaction ID: 82178479A6751820J.

  Thank you  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20711248
  
  I am rejecting this response because: its unresolved
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a pair of boots online on 8/29/23 and it arrived on 9/8/23. Wore the boot 3x in a normal fashion and the soles literally split in half as I was walking. I just contacted customer service and was repeatedly told to take pictures of the boots with tags and send them to them. I kept explaining I dont have the tags anymore as they have been worn and they kept repeating the same thing. I sent pictures of the cracked soles but it didnt seem to help, they just kept asking for a picture with tags, and that said they dont take returns if it doesnt have tags. I finally just disconnected because it was hopeless. Ive never seen any pair of shoes crack like that before. Order# ********** Faux Leather Lug-Sole Booties ************** on sale for $24.99

  Business Response

  Date: 10/13/2023

  Hello *******, 

  Weve refunded the Faux Leather Lug-Sole Booties, you will receive a refund of $24.49 in 3-5 business days applied onto the original form pf payment. 

  Thank you  

   

• Initial Complaint

  Date:09/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Tried to return the skirt and blouse but turns out the receipt is blank. They would not give a refund. Do not feel I should be penalized for being given a blank receipt.

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 9/6/2023 I returned a package back to forever21 through Fede because it was too small. The package was received a week later on 9/12/2023, I spoke with 2 reps which was a waste of time because they told me it could take 2 weeks before the refund is issued back, which is some crap! Today is 9/18/2023 and still no refund, Im going to give it till tomorrow and I will be calling them! I will never purchase anything from them again!

  Business Response

  Date: 10/19/2023

  Hello ********, 

  We sincerely apologize for the inconvenience. Your order ********** return item refund was issued back onto the original form of payment on 9/21/2023. The package was postmarked on 9/11/2023, the refund was processed within our return policy. 

  You may read more on this link: FAQ | Forever 21 
  Please allow up to 2 weeks from the return shipped date for your account to be credited, and up to 1 billing cycle for the credit to appear on your financial institution statement. 

  Thank you