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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:07/06/2023

      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 at Forever 21 and PAID for shipping. Today, ****** claimed that I "refused" the delivery. I was home the entire time as was my husband. And we have a Ring camera showing they didn't come by. Forever 21 says it's my problem to track down the package and find a way to reach OnTrac.

      Business Response

      Date: 08/08/2023

      **************, 
      Thank you for your patience. Please confirm your Forever 21 order number connected to this case. There was no order found under your email made in 2023. 
      Thank you  
       

    • Initial Complaint

      Date:06/28/2023

      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 received my shoes on 6-28-23 however the shoes are too small, the return policy states that I can exchange and return an online product to a forever21 location. When I called *********** Mall location in ************ ** they told me that they only take online returns. I then called forever21 customer service and the automated system option 1 states that you can exchange at a forever21 location. Unfortunately when I spoke to the representative he said that ******************* is the managers decision, and that I need to talk to the manager and tell the manager the policy

      Business Response

      Date: 06/24/2024

      Hello ******,
      Thank you for your patience in this matter. This issue was resolved on 7/18/2023 concerning your order **********.
      Thank you 

    • Initial Complaint

      Date:06/28/2023

      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 made a purchase on 67/2023 (Order no. **********) the packagae was delivered to the wrong address. The shipping company provided a picture of the delivery and I immediately notified forever 21 and the carrier that the package was delivered to the wrong address. Now forever 21 is giving me the run around. Initially they told me the investigation would be completed in 2 weeks now they're saying they need two more weeks to investigate. This is ridiculous.

      Business Response

      Date: 07/07/2023

      Hello April, 
      We sincerely apologize for the inconvenience. Your order has been refunded in full. Please allow 3-5 business days for the refund to post back onto the original form of payment.  
      Thank you  

    • Initial Complaint

      Date:06/20/2023

      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 Monday, June 12th, I purchased 4 items online from Forever 21 totaling $51. I got a notification on Friday, June 16th, that the item was delivered to my apartment. My apartment building was broken into and many residents had mail stolen. It is now Tuesday, June 20th, and my package is still lost. I believe that it was stolen during the break in on Friday, June 16th. I reached out to Forever ****************************************************************************** a refund. I filed a report with ***** but they can't do anything about it either. I gave $51 to Forever 21 for nothing and I would just like a refund since I never received the order.

      Business Response

      Date: 06/27/2023

      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 

      Customer Answer

      Date: 06/27/2023

       
      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:06/19/2023

      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.
      I visited the store at **************** I saw an advertisement in your store for scan and sign up for text to recieve a coupon for 20 percent of purchase over $50.Purchased almost $200 in clothes got to line..spoke with ****** who was manager that in put coupon 2x and it was not working. There was nothing on signs saying online only. The photo clearly stated in store download app to save 20% The store manager did not know anything about that. Infact she said was the first time she ever had a customer use that. I mentioned to her I went to other stores and they usually say online only its online codes. But clearly this in store advertising did not say that and it was falsely advertisement. Therefore I request my *************************************************************** refunded back to my credit card.

      Business Response

      Date: 06/20/2023

      Hello ******,

      We sincerely apologize for the inconvenience this issue has caused you. Weve escalated your matter to the appropriate department for further assistance. Please allow 2-3 business days to be contacted. 

      Thank you 

    • Initial Complaint

      Date:06/15/2023

      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.
      Receipt# **************** I purchased a headband on 5/12/23 for my daughter.When I brought it home she said she no longer needed it so I put it back in the bag so I could return it.On 5/17 I went back to the store to return the headband and was told hair accessories could not be returned.I had read the receipt in full and there is NO indication of hair accessories being final sale or non-returnable. There are other items listed as final sales but hair accessories is NOT one of them.I didnt feel like arguing with them so I left the store and decided to call customer service to report the incident which I did a few days later.I spoke with a gentleman and explained the situation and he assured me that I would receive a call or email to resolve the situation. 2-3 weeks later I have not received any type of communication from this company.I do respect a companys decision on what it decides to and NOT to take back but its deceptive when the customer is NOT informed prior to or during the purchase, only when trying to return the item.If hair accessories are final sales common sense would be to ADD this to the item as listed as final sales on the receipt. This is NOT the case so I want a refund. Now I see why the store rating is so low and will make sure me and my daughters never shop at this store again.Customer service is a joke.I want a refund without having to go back into this store.

      Business Response

      Date: 06/20/2023

      Hello ********,

      We sincerely apologize for the inconvenience this issue has caused you. Weve escalated your matter to the appropriate department for further assistance. Please allow 2-3 business days to be contacted. 

      Thank you  

      Customer Answer

      Date: 06/22/2023

       
      Complaint: 20191878

      I am rejecting this response because:

      I did speak with the manager; however, I shouldnt have to drive 40 mins round trip to return the item. A better option would be to send me a prepaid shipping label so I can mail the item along with a copy of my receipt to receive a refund. The mgr. did admit that I was incorrectly told that hair accessories were non-refundable so why should I spend money on gas for their mistake. In addition, 20% discount is not appealing to me as I rarely shop at F21.



      Sincerely,

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

      Business Response

      Date: 06/27/2023

      Hello ********, 
      The store manager stated she spoke to you on 6/21/23 to gain clarity on the situation that happened in their location on 5/17/2023. She stated, you both agreed you could return the item whenever you had time. She also offered you 20% off your next purchase for the travel inconvenience.  Ive escalated your reply rejecting this. Please allow the store manager to reach out to you again. Since this is an incident concerning the store, the store manager will further assist you.  
      Thank you 

      Customer Answer

      Date: 06/29/2023

       
      Complaint: 20191878

      I am rejecting this response because: No this is what the manager offered, I never agreed to it but wasnt going to go back and forth with him as he seemed to not know of any other solution. I told him I rarely shop at this store so 20% discount is no way beneficial to me. It was an error on their part when the salesperson INCORRECTLY told me that hair accessories are not refundable which was an error on her part so why should I use my gas to drive 40 minutes round trip for a mistake on their part. I would rather they send me a prepaid shipping label so I can mail the item back to them with a copy of my receipt. The honorable thing to do at this point would be to refund me for the item instead of having me drive 40 mins to return it. I mean wow this store wants me to use my gas and spend more money at the store to be compensated for my gas and time. I dont think so. Do the right thing Forever 21.


      Sincerely,

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

    • Initial Complaint

      Date:06/07/2023

      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 online purchase of a lace-up denim mini dress size small I ship it to store at Forever 21 located in ********* **. The price was *****. At the time Forever 21 was having a cardholder event 21 dollar off of any item. So the order **** with the 21 credit card dollar discount. My order was canceled. They told me my order would be refunded and it still on my credit card statement and this was way back March 29 2023 and now it June still no refund. I just want my refund. Also can I get my 21 discount back in the form of discount. Everytime I get promotion from Forever 21 it never works. It false advertising. This company stinks.

      Business Response

      Date: 06/19/2023

      Hello *****, 

      We sincerely apologize for the inconvenience. Your order ********** was canceled before we collected the pending funds that were on hold. Due to this, you will not see the amount captured from your original form of payment and no refund is required.  

      Concerning the $21 coupon, we cannot reactivate it. We did however, refunded $21 from your previous order ********** made on 10/28/2022. Please allow 3-5 business days to receive the funds back onto the original form of payment.  

      Thank you  

      Customer Answer

      Date: 06/20/2023

       
      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:06/05/2023

      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 ordered over $150 worth of items from forever 21 and the order #********** NEVER arrived! I have ring doorbell footage of the day it showed delivery but nothing was delivered to me! I reached out to forever 21 several times and the customer service representatives were VERY rude to me! Now the items I ordered are sold out and I cant even reorder them and they keep rudely telling me to wait until 6/21 for a resolution but this kind of behavior is unacceptable to me!I even called forever 21 twice and I was hung up on despite being very polite and explaining my situation!! Is this how you treat your loyal customers?I have been ordering from forever 21 since 2010! And you can check my account ********************** that Ive NEVER encountered this issue before!! Im incredibly disappointed and I want a full refund for order ********** !!

      Business Response

      Date: 06/20/2023

      Hello ******, 

      Thank you for your patience. Your order ********** has been fully refunded in the amount of $164.21 back onto the original form of payment. Please allow 3-5 business days for the amount to post. 

      Thank you  

    • Initial Complaint

      Date:06/05/2023

      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.
      Forever21,On June 4th, 2023, we shopped at your ****** Location in ********** **************** Upon arrival, we noticed trash everywhere, dirty changing rooms, and unhealthy internal temperatures. Commercial buildings with high traffic should have major touch points sanitized frequently, and as multiple studies have proven, indoor conditions over 70 degrees are dangerous to everyone, and situations over 75 are hazardous! As a biologist, I decided to test the unhealthy conditions by collecting a series of swab tests from the clothing I purchased and a few other touchpoints, such as the changing rooms. My findings were atrocious. We found multiple bacteria variations that could cause death. We then interviewed the employees to find out why the interior temperature was roughly 80 degrees, only to find out that corporate had turned down the Air Conditioning to cut costs and refused to change the temperature. I want to give Forever 21 the opportunity to correct the indoor temperature first and, secondly, its cleaning protocols before submitting our investigation to our constituents.I'm looking forward to hearing back from you about the following conditions.

      Business Response

      Date: 06/15/2023

      Hello *******, 
      Thank you for your case. Your inquiry has been escalated to the appropriate department. Please allow ***** hours to be contacted. 
      Thank you  

    • Initial Complaint

      Date:05/27/2023

      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 my son two tshirts and one pair of pants for his Birthday order #********** I dont know what IS wrong with these business who sell such bad products. No quality whatsoever this was a gift for my son. He told me he did not like those clothes. Pretty hot material and such los quality. Worst birthday gift ever. I will NEVER purchase at Forever21

      Business Response

      Date: 06/15/2023

      Hello ********, 
      We sincerely apologize your son did not like the items purchased in order **********. Well be glad to refund the item cost once we receive the items back. Well email you the return Invoice and label, weve waived the return shipping fee for the label, cost of $5.99. Please allow 24 hours to receive the label, which is valid for returns made within *******. Once we receive the items back, the refund amount will be applied back onto the original form of payment.  
      Thank you

      Customer Answer

      Date: 06/15/2023

       
      Complaint: 20113059

      I am rejecting this response because:

      Sincerely,

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

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

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