Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 240 total complaints in the last 3 years.
    • 72 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/26/2023

      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 went to a physical Forever 21 store to return my items and their systems were down and I was told they could not process my return. I called customer service and they confirmed that their systems were down and I would have to send the items through the mail to receive my refund and I would not be charged the return shipping fee. I was still charged $5.99 for the return shipping fee. I have called the customer service number to inquire when I would receive my refund and they have stated it would take ***** hours. It has been over 1 month and I have not received the refund for the return shipping fee ($5.99) that I should not have been charged for.Order #: **********

      Business Response

      Date: 06/15/2023

      Hello *******, 

      We sincerely apologize for the delay in response. The return shipping fee of $5.99 was refunded to your original form of payment on 4/25/2023. This amount along with the refund of the items returned should already be shown in your monthly statement. If you have any further questions regarding this refund, please contact your financial advisor.  

      Thank you 

      Customer Answer

      Date: 06/15/2023

       
      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:05/09/2023

      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 was working in the ********, and during a trip to ************, she bought a blazer at a Forever 21 store. She never used it until yesterday. Now, we are outside ******** I don't know exactly when we'll go back, and she really wants her blazer.So, yesterday, we went out, but when we woke up today, she checked that her blazer was ruined. She try to fix it, but she was not able to. I contact the company in order to return or exchange it. But, they said me I was only able to do it in a store. But all the Forever 21 stores in the country I am in right now closed last year. They do not offer me a reasonable solution.

      Business Response

      Date: 05/15/2023

      Hello ********, 

      To confirm, you or your friend bought a blazer in a store located in ************. She wore it out for one night and the next morning she noticed it was ruined. She now wants to return or exchange it but since you are no longer in ******, due to our policy the store cannot accommodate your request. Is this the issue? If yes, we do sincerely apologize but we cannot accommodate nor make a refund for an item that was worn or washed. Furthermore, qualifying items may be returns or exchanges with the original purchase receipt and must be made within the same country in which the item was purchased.  

      You may read our full return policy here: Store Returns Info | Forever21 

      Thank you  

    • Initial Complaint

      Date:05/04/2023

      Type:Service or Repair 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 purchased almost $100 worth of items. I waited for delivery and the day of delivery came and went but the items never did. I asked customer service for a refund or the product I purchased to be re-shipped which they repeatedly told me I have to wait 10 business days and then contact them back. On top of that, it took them 2 days to even submit the request I filed. We have a Ring camera at our doorstep and can prove with the logs that the items never came. Judging by some of the reviews on their customer service team, Im imagining I will never see my money or the product. I dont understand the poor practice of making your customer wait 10 days for a POTENTIAL refund and then saying they have to reach back out to you. Why would they not reach out to you once it is processed to notify you. The practice is designed to get people to drop it or forget so they dont have to worry about it. I will never be ordering from this company again. They do not have a management team you can speak with they just rudely keep telling you to wait out the 10 business days. I cant imagine a company worth millions making such a hassle out of assisting their customers. My order number is **********.

      Business Response

      Date: 05/15/2023

      Hello *******,  

      Thank you for your patience. Your order 8131828248 has been fully refunded in the amount of $97.18 back onto the original form of payment. Please allow 2-3 business days for the amount to post. 

      Thank you  


      Customer Answer

      Date: 05/21/2023

       
      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:04/26/2023

      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 made an order on forever 21 app april 09 2023. Sometimes I will login in to track my package and it will say order not found then eventually I got a email saying my package will be delivered on a certain day I check multiple times to make sure then it says it will be delivered a day early. This was a gift for a family member because they needed new clothes. The person knew they were receiving the package and were home at the time and alert. During the day they ask me at what time will the package will be delivered and I say what are you talking about it was already delivered My family member said it never arrived .she searched around the neighborhood in other buildings went to other floors and never found anything. One thing was confirmed that was where she lived. it says delivered already But was nowhere to be soon I contacted forever 21 and at first they were nice someone asked for my order #, my name, and my shipping address after that I got no response I tried contacting again and got another person he went straight to saying forever 21 is not responsible for lost packages and there is nothing he can do he won't help me. He didn't even guide me to another solution. My order # was : **********

      Business Response

      Date: 04/28/2023

      Hello ******,

      We sincerely apologize for the inconvenience. Your order ********** has been fully refunded in the amount of $63.18 back onto the original form of payment. Please allow 2-3 business days for the amount to post. You will also receive a separate email from Forever 21 advising you of the expected refund.  

      Thank you 
    • Initial Complaint

      Date:04/18/2023

      Type:Delivery 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 made an order on forever 21 app april 09 2023. Sometimes I will login in to track my package and it will say order not found then eventually I got a email saying my package will be delivered on a certain day I check multiple times to make sure then it says it will be delivered a day early. This was a gift for a family member because they needed new clothes. The person knew they were receiving the package and were home at the time and alert. During the day they ask me at what time will the package will be delivered and I say what are you talking about it was already delivered My family member said it never arrived .she searched around the neighborhood in other buildings went to other floors and never found anything. One thing was confirmed that was where she lived. it says delivered already But was nowhere to be soon I contacted forever 21 and at first they were nice someone asked for my order #, my name, and my shipping address after that I got no response I tried contacting again and got another person he went straight to saying forever 21 is not responsible for lost packages and there is nothing he can do he won't help me. He didn't even guide me to another solution. My order # was : **********

      Business Response

      Date: 04/20/2023

      Hello ******,

      We sincerely apologize for the inconvenience. Your order ********** has been fully refunded in the amount of $63.18 back onto the original form of payment. Please allow 2-3 business days for the amount to post.

      Thank you 

      Customer Answer

      Date: 04/20/2023

       
      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,

      A
    • Initial Complaint

      Date:04/16/2023

      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 with this company on 3/5/2021. The order was charged to me on 3/8/2021 and was never shipped. I became extremely ill during this time period under debilitating illness and was no longer able to manage my finances. That being said, I purchased something I never received. Forever 21 should NOT have charged me for an order that was never shipped to begin with. The amount was $113.59. I understand it has been a while since this order but this is complete theft on behalf of Forever 21 who has taken advantage of a sick individual. I look forward to hearing any resolution to this situation.

      Business Response

      Date: 04/20/2023

      Hello *******,

      Thank you for your patience. May you advise as to the reason you just reported your package as not received? Prior to this claim we have no record of you reporting such an issue via call, email or chat. Its very unusual for customers to report lost packages after a year.

      Thank you 

      Customer Answer

      Date: 04/20/2023

       
      Complaint: 19942546

      I am rejecting this response because:

      As I mentioned in my original message, I fell ill during this time. I was unable to care for myself, and my family members were responsible of my bills, finances, and mail. I was not home for most of this time. Had they received this package, they wouldve returned it promptly and adequately. They were unaware of its pending arrival and I was too ill to communicate this, and quite frankly had more important issues at hand. I was made aware of this discrepancy when reviewing my account just recently. As you can see in my account, I have not placed an order since then. I understand that it has been awhile. As a business who would like to maintain integrity, I would appreciate some from of resolution. While I dont anticipate a refund to original payment, I would be appreciative of a mere store credit, or some other way of reimbursement.

       

      I appreciate your understanding  


      Sincerely,

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

      Business Response

      Date: 06/24/2024

      Hello *******,
      Thank you for your patience in this matter. Unfortunately, we cannot assist in a 2021 order issue. Lost orders must be reported within 30 days from the shipped date. Per our records, we did not receive communications for order ********** within the timeframe. We sincerely apology for the inconvenience.
      Thank you 
    • Initial Complaint

      Date:04/11/2023

      Type:Service or Repair 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.
      RE: online order ********** I am filing this complaint in regards to an online order I placed for in store pick up. This experience shopping at Forever 21 has been nothing short of a headache and inconvenience. 14 days ago I received an email stating my items shipped and I would receive a follow up email once its ready for pick up. Additionally, the email stated if it has been 7+ days and I do not receive the pick up email to contact customer service. On the 7th day, I reached out to customer service and was advised to go to the store because tracking shows its been delivered and should be ready. I take the advice and run to the store only to be told its not ready and I must wait for the email. I decided to give it a few more days but again we are on day 14 since its shipped. I no longer reside in the area so I will not be picking this order up nor do I have any use for it as it was intended for my nieces Easter basket and Easter has passed. Forever 21 is not following company policy, not honoring refunds and Ive gotten no help with customer service besides being told to wait Ive talked with 4 different agents. Im truly appalled by this experience and the lack of integrity Forever 21 has displayed. Theres been absolutely no accountability or remedy to this matter. I expect an immediate refund otherwise this will be disputed through my bank and reported to the *** and media outlets.

      Business Response

      Date: 04/20/2023

      Hello ****,

      Thank you for your patience. Your order ********** has been fully refunded in the amount of $29.66 back onto the original form of payment. Please allow 2-3 business days for the amount to post.

      Thank you 

      Customer Answer

      Date: 04/20/2023

       
      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,

      Dr. ***************
    • Initial Complaint

      Date:04/08/2023

      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.
      The date of the transaction was 03/04/2023. I purchased a pair of heels online. The order according to the tracking number was never received by the company (DELIVERY IT). The package was never delivered. I contacted the delivery company and they said they never received the physical package. A little while later I got an email saying it was delivered. No package, I contacted DELIVERY IT and their representative *************************** she sent me an email that the they never received the original package and the delivery notification was incorrect and the delivery has been closed out. I contacted Forever21 and have been communicating withMariana ***********************************. She has been investigating for almost 3 week. I finally got them to issue a refund. It was pending on my credit card 2 days dropped off an was never completed. So no refund. I contacted ******* and she will investigate. So I have absolutely no confidence it will be take care of. I have all of the supporting emails.

      Business Response

      Date: 04/20/2023

      Hello *******,
      Thank you for your patience. Forever 21 refunded your order ********** on 3/30/2023 in the amount of $21.70 back onto your original form of payment.Now the card is serviced by **************** We do not have access to view their transactions. I did however reach out to them to request information on your refund status. This amount should have posted back onto the card within 2-5 business days. Please allow 1-2 business days for an update.
      Thank you 
    • Initial Complaint

      Date:04/03/2023

      Type:Service or Repair 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.
      Around 4 p.m 3/31/3023 I received a notification that, my package was delivered and I wasn't home. When I returned, I checked my mailbox and door step nothing. I called forever21 a claim was filed, a picture was taken of the supposed delivery but it was totally black which made no sense since it was bright outside. I tried to contact this company via phone and email only generic response from an automated service. Forever21 didn't even offer anything to compensate for my order just said I had to wait on feedback for items I never received. It's like why am I being investigated when my items never came, and now my daughters Easter is ruined.

      Business Response

      Date: 04/07/2023

      Hello *******, 

      Thank you for reaching out concerning your order ********** placed on 3/27/2023. We sincerely apologize you did not receive your package. We have processed your order in full. The amount of $57.56 will be applied onto the original form of payment. Please allow 2-3 business days for the amount to post. 

      Thank you 

      Customer Answer

      Date: 04/07/2023

       
      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,

      Crystal Love
    • Initial Complaint

      Date:03/28/2023

      Type:Delivery 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.
      Placed an order (**********) and items were not delivered or delivered to wrong location by ****** I contacted their customer service chat (which is a joke shanaree was not helpful)and they told me I have to wait **** days for an investigation if I want a refund. Its unacceptable to wait that long for something that isnt my fault. Especially since I shop there in person quite often.

      Business Response

      Date: 03/30/2023

      Hello *****, 

      Thank you for your patience. We sincerely apologize for any inconvenience this caused you. We have made an exception and refunded your recent order ********** made on 3/18/2023, $147.20. Please allow 3-5 business days for the amount to posted back onto the original form of payment. 

      Thank you 

      Customer Answer

      Date: 03/30/2023

       
      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,

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.