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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.
    • 76 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:01/31/2023

      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.
      Ordered online and requested the item be delivered to store. They said it would process in 5-7 business days. Besides the initial order confirmation, I NEVER HEARD BACK FROM THEM. EVER. 18 days after placed order, i contacted them via chat. They said they'd contact the store and get back to me within 5 days. That same day (18 days after order) i went into the store just to check and they had no record of the order either. 8 days later i still hear nothing so i chat with them again. They said the order was delivered to the store 8 days after the order was placed. I asked them to contact the store again and figure out what happened to my order and they CANCELLED it instead. I didn't want a refund, i wanted them to complete their end of the transaction. They said the store never contacted them after their inquiry. No one knows anything and all they did was cancel my order to shut me up.

      Business Response

      Date: 02/01/2023

      Hello *********,

      We sincerely apologize for the inconvenience. However, we did not locate an order under your email: *********************************** May you reply with the order number to allow us to further research this issue.

      Thank you

      Customer Answer

      Date: 02/02/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      ********************

      Business Response

      Date: 02/23/2023

      Hello *********,

      Thank you for your patience. We located order ********** made on 1/5/23 $8.08, which was refunded as you stated on 2/1/2023. We sincerely apologize for any inconvenience this caused you. Due to this inconvenience, we refunded your recent order ********** made on 1/24/2023 $15.65. Please allow 3-5 business days for the amount to posted back onto the original form of payment. 

      Thank you 

      Customer Answer

      Date: 02/24/2023

       
      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:01/30/2023

      Type:Customer Service 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.
      My daughter purchased a bra on 1/20/23Bras are not exchangeable but the fitting room was not open and when my daughter got home the bra did not fit. On Tuesday 1/24/23 I took the item to the store with the receipt and item tag but the associate told me they would not do the return even though the item had not been worn. Due to the closed dressing room I feel that an exception could have been made .

      Business Response

      Date: 01/31/2023

      Hello ****,

      We sincerely apologize for the inconvenience. To better assist you, please advise the store location this took place. If you still have the purchase receipt for the item, may you also reply with the details, receipt number and item Sku number. We will then forward your complaint to the store to allow the District Manager and store Manager to assist you. For in-store return issues such as this, they are responsible to assist our customer.

      Thank you

      Customer Answer

      Date: 01/31/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Forever 21 did not offer a refund or store credit even though I attempted to return the unused item with the receipt and tags. I understand that the bra is an intimate item, the fitting room was closed making it impossible for my daughter to properly try on the item. The store already denied my return .
      See Attachment/File: 2217C049-88D6-****-B27E-E7C0604694DF.jpeg

    • Initial Complaint

      Date:01/29/2023

      Type:Customer Service 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 am simply trying to learn where my ship to store online order is, and the customer service wont even try to figure out what is going to happen now that my local store is closed because of the virus. They keep saying that I will simply have to wait until it shows up somewhere, and when I ask for a refund or replacement items from both of my orders shipped to my home instead, they just couldnt do anything at all I have to wait for 3 freaking weeks to hear anything on the items I ordered and I'm losing all the money I'm paying for them! This is completely unprofessional and I want my money back! I cant have this happen as i dont have a lot of money, please help if you can!

      Business Response

      Date: 01/31/2023

      Hello *******,

      Thank you for contacting us. These are the most recent orders made under your email: *************************** May you specify which order of these is your complaint regarding? If it's none of these, please reply with the Forever 21 order in question.

      Forever 21 Order ******** made on 3/10/2020, $63.66 refund issued on 4/6/2020 via AfterPay
      Forever 21 Order ******** made on 3/9/2020, $60.21 refund issued on 4/6/2020 via AfterPay
      Forever 21 Order ******** made on 3/8/2020, $67.56 made via AfterPay order #************. This order has no customer communications reporting order was not received and requesting a refund or further research.

      Thank you

    • Initial Complaint

      Date:01/28/2023

      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.
      Ordered items, returned the ones I didn't want by their return date For a refund and I tracked my items through **** and they recieved them on the date they were supposed to get there and I called a few times and they never knew what was going on or where my items were. It's been 5 months and I never received my refund, and email or my items.Product_Or_Service: Various ****************** jewelry items Order_Number: ********

      Business Response

      Date: 01/31/2023

      Hello *********,

      We sincerely apologize for your inconvenience. However, order ******** was made on 8/14/2019. No return items were received from this order. Your last call to our customer service department was on 10/4/2019 in which we advised you the same thing. Please reply with any **** documentation in which it shows return items were delivered back at our distribution center.

      Thank you

    • Initial Complaint

      Date:01/26/2023

      Type:Customer Service 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 removed only authorized users from my account but the company ended up closing my account completely. I only found this out after I attempted to make a large purchase and the card continued to decline. I only made this purchase because my new card came in and customer support advised my card was ready to use. I did NOT ask for this to be done, it has messed up my credit and they have not done anything to resolve this. They did not try to retain me, I've been a cardholder with them for over 8 years.

      Business Response

      Date: 01/27/2023

      Hello ****,

      We sincerely apologize for this inconvenience. Per the complaint details, it seems like you're referring to the branded Credit card or **** Credit Card accounts that are serviced and issued by ********************** Forever 21 does not have access to view nor service the ************* accounts. Any card or payment issues need to be addressed by them. On our end, we can reach out to them on the customers behalf but cannot guarantee any exceptions if any can be made. Or the customer can reach out to ************* on their own directly. If you would like us to reach out to them on your behalf, please reply with your ************* account number.

      Thank you

      Customer Answer

      Date: 01/27/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am referring to the branded credit card and I know Forever 21 does have this access because it was there customer service I spoke to. First, I was assured my new card was up and working, at the check-out it was declined, I was humiliated because from my understanding there were no issues. When I spoke to Forever21 CS they then backtracked and informed me that IT had a "glitch" that would cancel the card when an authorized cardholder is removed. This seems like an issue specific to the company since I have't had this issue elsewhere. It seems like nothing has been resolved and this problem affected my credit history since it forcefully closed my account even though I intended on keeping the card.

      Business Response

      Date: 01/31/2023

      Hello ****,

      Thank you for your reply. Any card or payment issues need to be addressed by ********************* customer service. Their phone number is on the back of the card. If you would like us to reach out to them on your behalf, please reply with your ************* account number. But once again, ************************* customer service is completely separate from the ********************* customer service, which has access to both the branded Credit card or **** Credit Card accounts.

      Thank you

    • Initial Complaint

      Date:01/21/2023

      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.
      My package never arrived. I looked everywhere and I spent $160 for items to be delivered to my home. The negligence of the carrier got me robbed out of my money and forever 21 will not help.

      Business Response

      Date: 01/23/2023

      Hello *********,

      We sincerely apologize for the inconvenience concerning your order **********. We have issued a one-time exception and refunded your order. The carrier, Ontrac confirmed delivering the package to your address. Please allow 1-3 business days to receive your refund of $148.88 to apply back onto your original form of payment.

      Thank you

    • Initial Complaint

      Date:01/12/2023

      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.
      Placed order online #********** December 11, 2022 with Forever 21 for a total of $102.50. Order was supposedly delivered December 15, 2022 per tracking number ************* I noted the photo FedEx took, this was not my door. FedEx did not include door number but based off the wall, no wreath and no mat it was obviously not my door and I took a photo of of my own door for proof.

      I contacted F21 customer service who then opened a case and I was told to wait 10 business days. Due to the holidays this fell on December 30. After waiting and not getting a refund, I contacted customer service again who told me "FedEx said it was delivered, you are not eligible for a refund". This is unacceptable as yes, FedEx did deliver to someone but it was not me. They ignored my proof and responsibility as a company. While they said the would dispute it again, it will be over a month since I didn't receive my proper goods for money and it is obvious they are trying to time me out and will simply say since FedEx provided a valid tracking that was "delivered" it is good enough. I contacted FedEx and they stated the same - they delivered and that is good enough. As a company, it is disgusting they are siding with FedEx and are willing to lose all business from me for $102. Attached SS are FedEx vs my real door. Please seeing vertical wall lining that is not on my side, lack of doormat and wreath plus FedEx conveniently left off door number.

      Business Response

      Date: 01/24/2023

      Business Response /* (1000, 5, 2023/01/23) */
      Hello *******,

      Thank you for your patience. We have issued a full refund in the amount of ******* regarding order XXXXXXXXXX. Please allow 1-3 business days for the amount to post onto your original form of payment.

      Thank you


      Consumer Response /* (2000, 7, 2023/01/24) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Company issued refund which is what I wanted as a customer.

    • Initial Complaint

      Date:01/11/2023

      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.
      Regarding ONLINE order#**********
      I think FOREVER 21 has been dodging in-store returns on purpose.
      Bought some clothes on 11/28/22 online, when received, two of the items were of poor quality and the fit was completely off. Tried returning them to MANY forever 21 locations all of December (some local, some I had to go out of my way) and every single one of them turned me down because they claimed the system was "down" and they're unable to process returns. That's been happening since DECEMBER and it's now January and still I'm getting the same excuse. I was told to mail it back but then I have to spend money to send it back, which is ridiculous cuz I live in NYC and there's a million stores I can return it to, it's really suspicious NONE of them are taking returns in store! What am I supposed to do? Hold on to clothes I cannot wear until the return policy expires and then I would have wasted my money?! Why am I shackled to this?! Why haven't a single issue been fixed by such a large company unless they're running some shady operation by refusing to return customers' money for their ****** quality clothing? I want my money back for my order before the return window (1/28)!

      Business Response

      Date: 02/02/2023

      Business Response /* (1000, 5, 2023/01/16) */
      Hello ******,

      We sincerely apologize for the inconvenience. Your two return items: Faux Leather Pleated Micro Mini Skirt and Sleeveless Mock Neck Top were scanned and processed on 1/13/2023. Please allow 2-5 business days for the amount to post onto your original form of payment.

      Thank you

    • Initial Complaint

      Date:12/29/2022

      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 received a promo code from the business that would be valid for free shipping during the promotional period as long as I paid with the business credit card. The business website also provided advertisement that free shipping would be applied if using the credit card. The website did not advertise a promo code. When attempting to check out the promo code would not work. Would say invalid or promo had not started. Reached out to the business using their chat service. Spoke to three different representatives who all gave me the run around until each of them disconnected the chat without solving my issue. Spent 30 minutes sending screenshots with the agents as they attempted to tell me things that were not written anywhere on the promo page. Was told shipping cost would drop once I placed the order. It did not and I was forced to cancel the order.

      Business Response

      Date: 01/11/2023

      Business Response /* (1000, 5, 2023/01/10) */
      Hello *****,

      We sincerely apologize for the inconvenience. Please accept this free standard shipping code, you may use with any form of payment: ***********************

      Thank you


      Consumer Response /* (2000, 7, 2023/01/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/28/2022

      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 purchased 10 items from Forever21 on Nov 27th for $60.09. I was notified on Dec 2nd that the package was delivered at 9:50pm. I went outside to get my package within 5 minutes of "delivery" as I was excited to receive my new clothes - only to find there was nothing there and no truck in sight. I filed a claim with lasership for the false delivery Dec 2nd, 9:57pm and hoped I would receive my package a few days later.
      On Dec 14th, after receiving no package and no response from lasership I filed another claim, wrote a complaint with the BBB for lasership, and contacted Forever21 about my missing package and false delivery status. Forever21 responded that they would raise the issue with lasership, and to contact them again on Dec 28th if I still hadn't heard anything.

      Well today is Dec 28th. I just finished talking to Forever21, where I had two agents immediately end their conversations with me after I explained my situation, only to have a third agent tell me to contact later on Dec 31st.

      Forever21 is doing nothing to help with finding my package, have horrible customer service that will actively hang up on you, and is working with a shady delivery service that has zero customer service. I will never order from them again and avoid ordering from any other company working with lasership.

      Business Response

      Date: 01/11/2023

      Business Response /* (1000, 5, 2023/01/10) */
      Hello ******,

      We sincerely apologize for any inconvenience. We have issued a full refund in the amount of $60.09 regarding order, XXXXXXXXXX. Please allow 1-3 business days for the amount to post onto your original form of payment.

      Thank you


      Consumer Response /* (2000, 7, 2023/01/10) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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