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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:09/13/2023

      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 #: **********, ORDER DATE: 08/18/2023, ORDER TOTAL$120.22. I purchased an online order from Forever 21 and 2 items were final sale, which I did not know at the time. I have attached the location of the "Final Sale" that the customer service representative pointed out to me. As you can tell no one would notice that it was a final sale item. Once the items were sent to me and I was able to try them on, the sizing was completely wrong. I ordered plus-sized items and all items (even though the sizes are considered plus size) were not plus at all, all 2x's and 3x's fit like larges or mediums. As a plus size woman, it was insulting to receive items in my size and they were not true sizes. I want them to send me a return label and a full refund for all the items including the "final sale" items as that is not a proper warning since it is hidden under the details section underneath of the details of the page, excluding Plus Size Striped Cardigan Sweater as I do like the way this fits. I should not have to pay for shipping on these items.

      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:09/13/2023

      Type:Delivery 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.
      Order placed on 08/15/2023 when I found out it was through ***** I made sure to put delivery instructions with my order. The person who delivered my order did not follow instructions which caused my order to be stolen. I have it on camera, I found my box stuffed in my neighbors bushes. Forever21 and ***** is refusing to refunded me. F21 is unwilling to give me my money or resolve this issue. ***** is stating they are only going to write the person up and refuse to refund me. When I called again to F21 they are saying they are not responsible for theft no matter who is at fault. So now I am waiting on hold because the supervisor stated they will not ************* and they are busy. But final put through and they kept me on hold then hung up and it was intentional. They heard me say hello numerous times then hung up.I also filed a police report as well.Order# ********** ***** tracking# ************ Ref#/case# ******* filed through F21

      Business Response

      Date: 06/24/2024

      Hello ******,
      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 

      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:09/13/2023

      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.
      I have been a loyal customer to ************************* for years and never had a problem. I order my clothes and they were supposed to be here Friday and they were delivered to the wrong door at my apartment complex . I called Friday and Spoke to **** and told me to wait three business days and spoke to **** today and said an investigation has to be made and to wait 10 business days to decide what they are going to do and thats not fair to me that I paid for this stuff and I have to wait weeks and still might not get my stuff. I just want those items resent to the correct address. The picture I saw in the OnTrac photo isnt my door at all . My order number # ********** and the on Trac Id which again in the picture wasnt delivered to my door is D10014194790355. Then when I called on trac the customer service doesnt allow you to speak to anyone and on top of that it says to talk to the person or company you ordered from. I attached the picture OnTrac gave that it isnt my door.

      Business Response

      Date: 06/24/2024

      Hello ******,
      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:09/12/2023

      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.
      Contacted customer service about order ********** . Asked for info and then proceeded to give the automated response and were of no help at all and seemed like they wanted to be quick off their chat and not be helpful in my issue of my lost order. Website does not state how long to contact them regarding an order. Only to contact them about their order.

      Business Response

      Date: 06/24/2024

      Hello *****,
      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:08/30/2023

      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 made a purchase from Forever 21 online on 8/15. I was notified 8/16 that the one item was out of stock and they would refund $10 back but send the rest of the order. I noticed on my Forever 21 credit card through ************* that the original charge AND a new charge for $10 less were both pending on my account. Instead of just refunding the $10 they recharged me a new amount. I called ************* and after 3 calls , 2 hang *** and being transferred to multiple people who had no idea how to help they told me to call the Forever 21 customer service. I then was on hold an hour with them and was told the hold on the amount would last for 2 weeks ending 8/28. As of 8/28 the pending charge was still on hold affecting my allowable balance. I called again and was told 8/29 at midnight. As of today 8/30 it is still on hold. I JUST WANT THE $177.62 released from my account. I don't want a refund or to cancel an order or anything. I have been passed around, blown off and told various different things. I have been hung up on and ignored and it has been off and on for two weeks! This company has no business functioning with these people in customer service. I have spoken to numerous managers who have told me different things. They each blame it on the other. I just want to cancel this card but I am worried with the pending charge it will charge me again. I don't know what else to do and no one will help me. The order number is **********. I had a similar issue with Forever 21 a month ago where they charge Klarna for an order that was never shipped. Klarna fixed that one.

      Business Response

      Date: 06/24/2024

      Hello *******,
      Thank you for your patience in this matter. This issue was resolved on 9/5/2023.
      Thank you 

    • Initial Complaint

      Date:08/30/2023

      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 waited 2 months to get my credit card and account info, and when I received it I accidentally threw away the paperwork that came with it including my account number. I am already facing late fees coming up pretty soon, and I just signed up 2 months ago, so signing up and then canceling would be pointless but when i went to call for assistance both times the rep was pushing the "account assure" on me and did not care what I was telling them how I couldnt make an online account to pay my bill without my account number. All I am asking for is my account number with ************************* because I need it to set up my online account to pay my bill through comenty, the fact I am blocked out of my own account even though I passed every security check makes NO SENSE. I need my account number before my account is late because I need to set up my reoccurring payments and I dont trust paying with my card over the phone, if someone can contact me with my forever 21 account number who is not just a robot pushing account assure, so I can pay my bill 2 MONTHS LATER, it woild be greatly appriciated.

      Business Response

      Date: 09/18/2023

      Hello *******, 

      We sincerely apologize for this inconvenience. However, account numbers and information cannot be provided without speaking to ************************** They can assist you once they verify you. These are their phone numbers depending on the type of card you have: 

      Forever 21 Credit Card at ************** (TDD/TTY: **************) 
      Forever 21 **** Credit Card at ************** (TDD/TTY: **************) 

      Thank you  

    • Initial Complaint

      Date:08/19/2023

      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.
      Purchased an item in July and exchanged it on 8/7/23. daughter still did not like fit with new size and on 8/19 went to return to be advised you do not give refunds on item because it was enhanced once ! I bought the product with my money and same product should be available to receive as refund not store credit to just keep the money with the store and not give back to patron . Receipt says nothing of sort. Very disappointing as want a REFUND not a gift card ! Had receipt as well !

      Business Response

      Date: 08/22/2023

      Hello *****, 
      We sincerely apology for this inconvenience. Your case has been escalated to stores **** DM. Please allow 1-3 business days to be contacted.  
      Thank you  

    • Initial Complaint

      Date:08/14/2023

      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.
      On August 1 2023 i purchased a over the shoulder top, order number ********** and track number ************************** for the amount of $28.89 ,i try contact customer service but no help, All i could see in my tracking number it went to the wrong address my unit address is unit address is ****** not ****** i like for someone to contact me

      Business Response

      Date: 08/22/2023

      Hello *******, 
      Thank you for your patience. Your order ********** has been refunded back onto the original form of payment. Please allow 3-5 business days for the funds to post. For future orders, please be sure to review your confirmation email and call our customer service team if there are any shipping address mistakes.  
      Thank you  

      Customer Answer

      Date: 08/23/2023

       
      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:07/30/2023

      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 ordered items from Forever 21 and when I looked through everything I bought, I realized that items were missing. It seemed like my package was tampered with as it was opened when I went to retrieve it. I contacted customer service and they were of no help and simply ended the chat. My order number is ********** and I just want a refund for the items I did not receive.

      Business Response

      Date: 08/08/2023

      Hello ******, 
      Thank you for your inquiry. Per our records, you chatted with our team on 7/30, 7/31 and 8/1. On the 7/31 chat you were advised of the return items status and the item that was out of stock in your order. You also mentioned you returned some items in store that did not reflect on your return receipt. You were then advised to speak to the store manager in which you made the return if you were missing a refund for an item(s) you returned. Please call our chat our team if you need any further assistance. 
      Thank you  

    • Initial Complaint

      Date:07/16/2023

      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.
      My order # ********** was never delivered. The package was suppose to be delivered on May 11th and never arrived . I called Forever21 FOUR times regarding this issue . On May 12th , 18th , 22nd and the 24th. Each time I checked to see if my package was delivered it said in Progress. Forever21 reps also looked and seen when I called, that it was still in progress with no delivery . They asked me to wait 7 bus days and then and additional 3 days . Each time I called it never showed delivered , finally when I called on the 24th, the F21 rep allowed me to put in a case for return. All of a sudden there is a fraudulent delivery date showing on deliver-its page as May 10th. If my package was truly delivered on the May 10th. Then why is it that Forever21 nor myself could confirm this during my four calls? Also, if it was delivered why would they let me put in a refund case, that never finalized??? It was supposed to be 10 business days. The date is fraudulent , on the page that shows it was delivered there is no picture nor a time stamp to show it was ever out for delivery. It could have been left on some one elses door for all I know. You cant speak to anyone at the so called shipping company and its so frustrating . There are so many complaints filed for fraudulent deliveries and yet they dont care. I just want my $62.96 back as, I never received my order. Please!

      Business Response

      Date: 08/08/2023

      Hello *******, 
      Weve made a one-time exception and refunded your order ********** in full. 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.

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