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

  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:03/24/2023

  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 placed a Forever 21 online order #********** on 03/13/2023 in the amount of $417.77. I received a delivery notification on 03/18/23; when I opened the box I instantly knew it wasn't my order that I placed as none of the pieces were what I purchased. I called the customer service **** and told the rep what happened. She told me to email cxhelp@forever21 and indicate that I received the wrong package and take pictures of the items which I did. I have called EVERY SINGLE DAY SINCE THEN to the customer line of #************ and every rep tells me the same script. To follow up via email and someone from the warehouse would get in touch with me. Today is 03/24/23 and I have not received one single email or phone call from ANYONE at Forever21. Nor have I received a prepaid shipping label to return this package back to them so not only myself but another customer is being affected and missing their order items. I have asked for this matter to be escalated and the reps keep telling me it can take 24 to 48 to 72 hours it has now been a WEEK! No one knows where my order is nor has a refund been processed. This is terrible excuse of customer service as no one is doing anything which is why I am left with no other option but to file this formal complaint for a resolution.

  Business Response

  Date: 03/30/2023

  Hello *****,
  
  We sincerely apologize for the inconvenience. Our **************** team has emailed you the pre-paid ***** label and per your email on 3/29/2023, you have mailed the wrong package back. Your correct order ********** will be refunded immediately after the wrong order is received and processed by our warehouse. Please accept this 30% off appeasement code off your next order. Sadly, we cannot reship a replacement order. You will need to replace the order online.  
  
  Code: CS30-XWF5MVNN5KCQ
  Valid for: 7/1/2023
  
  Thank you 

  Customer Answer

  Date: 04/01/2023

   
  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 once I receive my full refund. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/22/2023

  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.

  On 03/06/2023 I have go to forever 21 at ********************************************** purchase a **** for my daughter , this **** is not fit to my kid then on 03/20/2023 I bring that back to store to return but the customer services at the store refuse to accept return and said the system down and they offer me to exchange to another thing which I don't want , on 3/23/2023 I be back the same store try to return but they keep refuse and keep saying the system down they can not to return item bought at store but they can return the item purchase online , they can exchange or do purchase on the day , I also asking them when the system up they said they don't know may be month may be early or may be longer than that . On my receipt that said 30 day from the date of purchase I can exchange and return but after that I can't do nothing , so what my concern is why this company refuse take back the item from the customer even in the receipt the company stated that customer can return or exchange with in ********************************************* money and time but I can't return the item which I don't want so the company try to cheat on the customer and not keep what they said in the contract between them and customer .

  Business Response

  Date: 03/30/2023

  Hello *******************,
  
  We sincerely apologize for the inconvenience. We are experiencing an internal IT issue which is affecting instore returns and refunds. This is the reason you have only been offered an instore exchange. We have escalated your issue to the store with the receipt your provided.  We've asked the store manager to extend your return date, no enable them to process a refund once our IT issue is resolved. This issue should be resolved within the next couple of business days. 
  
  Thank you 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19637064
  
  I am rejecting this response because:
  I did contact the store last Tuesday the system till not update and the store manager told me they dont know when the system is back I do understand I cannot do nothing if the system down but almost 2 week the system not back ,  manager at store and I have no ideas when is back because I did left the phone number and my name for store let they call me when system back but no one call me yet , I wonder you did said couple business day but that almost 2 week and nothing solve my problem .
  Sincerely,
  
  *******************

  Business Response

  Date: 04/03/2023

  Hello *******************,
  
  The store manager responded to my email and stated they will contact you concerning this issue. Please allow 2-3 business days, they may contact you sooner. 
  
  Thank you for your patience

  Customer Answer

  Date: 04/05/2023

   
  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:03/22/2023

  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.

  I received a gift card in the amount of $350 from the Forever 21 **************** pursuant to an agreement made on or about 12/29/2021. I've had several issues using said gift card. The last issue that I had was on or about 6/22/2022 while shopping in the ************ ** retail store. During the encounter the store employees took my gift card to another room and I was questioned about how I received the e-gift card. When I raised chain of custody concerns I was made to feel like I was accusing the employees of doing something inappropriate. In my opinion the mere appearance of inappropriateness should always be avoided. I cannot have this sort of situation happen every time that I shop at forever 21 to use this gift card. I have not been able to use it since.I have emailed several individuals at forever 21 since the incident including the woman that sent me the gift card. All of my emails have gone ignored. The last one sent was on 3-12-2023.

  Business Response

  Date: 03/30/2023

  Hello ***************, 
  
  We sincerely apologize for the inconvenience and thank you for your patience. We have escalated your case to the appropriate department for further investigation and assistance. Please allow 3 business days for an update, we will email you regarding this matter. 
  
  Thank you 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19633143
  
  I am rejecting this response because:
  I have not heard from anyone at forever *************** the response. 
  

  I have been trying to get help with this matter since the incident occurred last summer. 
  

  I did not get any response from forever21 until I requested the BBBs intervention. 
  

  With all due respect, I will reject the reply and reconsider once someone gets back to me with a satisfactory resolution.
  Sincerely,
  
  ***************

  Business Response

  Date: 04/06/2023

  Hello Better Business Bureau,

  We are disputing the customer's case on the grounds that the matter has been settled. The customer signed a confidential Settlement Agreement and payment was made in the form of a $350 gift card, which the claimant has been using. If the Better Business Bureau wishes to see the Settlement Agreement, we suggest you ask the claimant for a copy or ask for her written consent and Forever 21 will provide a copy.

  Thank you 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19633143
  
  I am rejecting this response because: I am not disputing the amount of the card or the settlement agreement as stated in the response.

  MY ISSUES ARE NEW.  First, the new incident occurred in your ************ store in June 2022 when I tried to use the gift card that was provided via the settlement.  Your employees questioned me in regard to the origin of the gift card and made me feel as though I was doing something wrong in using it. 
  

  Second, your employees at the same PA store took the gift card to another area of the store (NOT WITHIN MY VIEW) and broke the chain of custody.  I did not feel confident using the gift card after that.    

  I have attempted to get the balance at two separate stores and I have been informed that they are unable to provide a balance because i have an e-gift card. 
  

  Again, my dispute has nothing to do with the settlement agreement.  It has to do with a store experience that I had since then and also with using the card. 
  

  ALL I WANTED WHEN CONTACTING / EMAILING ALL OF THE INDIVIDUALS AT FOREVER ******************************************************************** INCIDENT I DID NOT FEEL COMFORTABLE USING THE ORIGINAL EGIFT CARD THAT WAS ISSUED.  

   

  Since it is so difficult to deal with Forever 21, I now prefer a cash out of the balance of the gift card (a check instead of a gift card).  In addition, I want compensation for the stress and anxiety that they caused my daughter and myself during the incident and are causing me currently.  

   

  I am happy to speak with the Forever *************************************************** so far.  

   Sincerely,

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

  Business Response

  Date: 04/12/2023

  Hello Better Business Bureau, 

  Our decision remains unchanged, and we are giving our final response. 

  Thank you 

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19633143
  
  I am rejecting this response because: I am unable to use the gift card. The store in questions compromised the card by taking it out of my view.  *********** is being extremely unreasonable in refusing to replace the gift card. Furthermore the company has responded in a very unprofessional manner since they have never called me to discuss my concerns and are refusing to acknowledge that my card was compromised at the store level.    
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:03/04/2023

  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 didnt receive my order. It was misdelivered or lost and I am wanting a full refund.

  Business Response

  Date: 03/10/2023

  Hello ******,
  
  We apologize for the inconvenience regarding your recent order. Your recent order ********** was made on 2/26/2023 in the amount of $48.69. It was reported lost via chat on 3/6/2023, Delivered on 3/3/2023 to address: ***************************************************************************. You were issued an Affidavit form to fill out and return for an exception refund on 3/9/2023. You did return the form on 3/9/2023 at 7:31 PM PST. We have issued your exception refund today. Please allow 2-3 business days for the refund to show back onto your original form of payment. 
  
  Please be advised, we will not continue to issue you refunds for lost orders reported going forward due to this and previous claims. We suggest you ship your future orders to a more secured address, shop in store or select to ship to store the packages. 
  
  Previous order history: 
  
  Order ********** made on 2/25/2023, $52.21 -  Reported lost via chat on 3/2/2023. Split order, the 4 items shipped to the following address were delivered on 3/1/2023: ***************************************************************************. No refund issued for delivered items.  
  
  Order ********** made on 2/21/2023, $26.04 - Not reported lost, no issues reported with the order. 
  
  Order ********** made 3/16/2022, $39.45 -  Reported lost via chat on 3/24/2022, Delivered on 3/21/2022 to address: ***************************************************************************. Order was fully refunded on 3/28/2022. 
  
  Order ********** made on 3/7/2022, $37.77 - Reported lost and wrong items received via call on 3/11/2022, Delivered on 3/10/2022 to address: ***************************************************************************. Order was fully refunded on 3/12/2022. 
  
  Order ********** made on 2/18/2022, $45.42 - Not reported lost, no issues reported with the order. 
  
  Order ********** made on 2/14/2022, $52.43 - Not reported lost, no issues reported with the order. 

  Thank you 
  
  
  
  
  

  
  

  Customer Answer

  Date: 03/10/2023

   
  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,
  
  *******************************

  furthermore it is no fault of mine that Ontrac misledleivered my order. They misdelivered the order that was not refunded to another address on ****************** CT instead on the street just so you are aware 

• Initial Complaint

  Date:03/03/2023

  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.

  I never received my order and am requesting a full refund applied to my forever ***************** the amount of. *****

  Business Response

  Date: 03/15/2023

  Hello ******,
  
  Order ********** made on 2/25/2023 was originally for $60.84 for 5 items. It was a split order, the Active Seamless Biker Shorts was not shipped nor was it charged, $8.63. The remaining 4 items total $52.21, were shipped to the following address and delivered on 3/1/2023: **************************************************************************** 
  
  Please be advised we will not continue to issue you refunds for lost orders reported going forward. We suggest you ship your future orders to a more secured address, shop in store or select to ship to store the packages. 
  
  Per our records, we have already issued you refunds for the following orders:
  
  Order history:
  
  Order 8130463896 was made on 2/26/2023 in the amount of $48.69. order refunded 3/10/2023. Reported lost via chat on 3/6/2023, Delivered on 3/3/2023 to address: ***************************************************************************. You were issued an Affidavit form to fill out and return for an exception refund on 3/9/2023. You did return the form on 3/9/2023 at 7:31 PM PST and the order was refunded in full on 3/10/2023.
  
  Order ********** made on 2/21/2023, $26.04 - Not reported lost, no issues reported with the order.
  
  Order ********** made 3/16/2022, $39.45 - Reported lost via chat on 3/24/2022, Delivered on 3/21/2022 to address: ***************************************************************************. Order was fully refunded on 3/28/2022.
  
  Order ********** made on 3/7/2022, $37.77 - Reported lost and wrong items received via call on 3/11/2022, Delivered on 3/10/2022 to address: ***************************************************************************. Order was fully refunded on 3/12/2022.
  
  Order ********** made on 2/18/2022, $45.42 - Not reported lost, no issues reported with the order.
  
  Order ********** made on 2/14/2022, $52.43 - Not reported lost, no issues reported with the order.
  
  Thank you 

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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 2/15, I ordered clothing from Forever 21. I received the clothing and they were all ill-fitting. I submitted a return online. I then realized that I had made an error with the return. I chatted to an online rep and she sent me a return ***** form. I packaged everything and made my return via ****** Today, I received a duplicate order and was charged again. I called to speak to ***** and she denied I ever returned my initial order even after I provided her with the ***** label. She was horrible to me accusing me of lying about the return up until I provided her with the label and when I produced the label she then said there was no record of the ***** ever being returned. Ill be contacting my bank as now Im out the clothing and the money plus the headache of having to deal with another return for the same exact order I returned in the first place!

  Business Response

  Date: 03/06/2023

  Hello ********, 
  
  We sincerely apologize for the inconvenience. Order ********** made on 2/15/2023 for 7 items $223.94 was fully refunded for all the returned items on 3/3/2023. Order ********** made on 2/21/2023 for 7 items $202.47, this is the only package not returned. If you have any questions, please call our customer service department. 
  
  Thank you 

• Initial Complaint

  Date:02/28/2023

  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 online order with Forever 21 on 2/28/23 at 1:03am CST. Upon receiving the email with order details I realized I selected the incorrect address (***********************************************************************) from the auto population field for shipping. I immediately attempted to start a chat to correct the issue but received a message that agents were unavailable and to chat or call during normal business hours. I called Forever 21 @ **************** at 7:57am regarding the matter. I spoke with a representative and explained the situation. She advised me not to worry, confirmed my package had not been shipped, and reported that my shipping address was updated. Later that evening I saw I received an email from Forever 21 at 3:16pm CST stating my package was in transit, but the address was still listed incorrectly. I immediately called Forever 21 and explained my concern. This representative stated that I hadn't called prior to the order shipping because there was no record of a call at 7:57am and no updates could be made for my shipping address. I was told the latter by several different reps after this on several calls and advised to call the carrier, ****** to make any address changes or return to sender. This was a problem as well because ***** stated that only the shipper/merchant could call to make address updates which Forever 21 refused to do. In addition, ***** reports that the package hasn't even been received & scanned into their systems, and stated it makes no sense the merchant can't update the address. I understand that I made a mistake. However, I know this is a common mistake and the merchant lacking ability to assist with correcting it is terrible customer service. I'm paying for an order that I'm not going to receive and this is unfair and inconsiderate on behalf of the merchant. I would like delivery of my package to my correct address (******************************************************************) as requested.

  Business Response

  Date: 03/10/2023

  Hello *******,
  
  We sincerely apologize for the inconvenience. Per your order ********** memos, you are working with a ******** Service Supervisor on this issue and is working to issue the return shipping cost of $5.25. The order itself was refunded in full on 3/4/2023. 
  
  Thank you 

• Initial Complaint

  Date:02/25/2023

  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 placed an order for a forever21 gift card on Christmas Day. It was for an egiftcard. I checked the website it stated it could be used in store. I've been to the store twice now and have been unable to redeem it. When I called customer service and asked for a supervisor or manager, he told me there were none of shift and to call at a later time. I asked for the district managers number of the store I visited and he said he didn't have it I had to go back to the store. I asked to have someone called me back and he said no. I tried speaking with another customer service agent who was equally as unhelpful as the first.

  Business Response

  Date: 02/28/2023

  ******************,
  
  We sincerely apologize for the inconvenience. May you please provide the order number for the **Gift Certificate, no recent order shows under your email:  **************************** May you also please advise the store location this incident took place? As well as the date if you recall. Our **Gift Certificate are valid in stores and customers should not be turned away when attempting to pay with one.
  
  Thank you  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19499249
  
  I am rejecting this response because:it has not yet been resolved. My order#********** my email is *************************** 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2023

  ******************,
  
  I apologize for the inconvenience. The **Gift Certificate: ****************** has been voided. We have processed the refund in the amount of $100. Please allow 2-3 business days for this amount to post back onto the original form of payment. 
  
  Thank you 

  Customer Answer

  Date: 03/10/2023

   
  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:02/16/2023

  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.

  On January 8th 2023 i purchased an order for the amount of $107.71, order # **********. The order was shipped and delivered to the wrong address. I contacted Forever 21 and was addressed very rudely by customer service and was told they are not responsible and not to call back. I received a call from ***** stating the driver gave my package to someone who told them they would give the package to me. I have never lived in the building they delivered it to and i do not know the person they gave it to. I filed a claim with ***** C-********, after several weeks ***** closed the case with no resolution. On January 9th i purchased an additional order with forever 21, order# **********, for the amount of $35.93, clearly, this was prior to me not receiving my first order, i have not received this package as well. I reached out to Forever ************************************************************************************************************** It has been several weeks and no one has contacted me.

  Business Response

  Date: 02/28/2023

  Hello ****,
  
  Thank you for your patience. Your order ********** made on made on 1/9/2023 in the amount of $35.93.  Per the carrier and tracking information there was a delivery issue and returned to sender. This order was fully refunded back onto the original form of payment on 2/21/2023. Regarding your order **********, we've made a one-time exception and refunded the order as well. Please allow 3-5 business days for the refund to show back on your bank statement. 
  
  Thank you 

• Initial Complaint

  Date:02/15/2023

  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 reported a missing package from Forever 21 on February 1 and after *************************************** I filed three missing package reports with DHL (for the one package) and they have not even responded. Ive called Forever 21 three days in a row and each time they tell me to call back the next day. Theyve been holding almost $200 of my money since I placed the order at the end of January (almost a month).

  Business Response

  Date: 02/23/2023

  Hello *****,
  
  Your order ********** made on 1/27/2022 was fully refunded on 2/16/2023. Please 3-5 business days for the amount to post back onto the original form of payment. 
  
  Thank you