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 has 238 locations, listed below.

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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

  459 Washington St, Boston, MA 02108 Boston, MA 02108

• 

  Forever 21 aka F21 OpCo, LLC

  9504 Carousel Center Syracuse, NY 13290

• 

  Forever 21

  1201 Boston Post Rd Milford, CT 06460-2703

• 

  Forever 21

  194 Buckland Hills Dr. #1148 Manchester, CT 06042

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:12/26/2022

  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 December 26, 2022 I went to the Tacoma Mall Forever 21 store to return 2 items. The order #'s for the items were *************************. My refund was a total of $52.96. I was informed by the cashier that my refund would be credited back to the original payment method and I could expect it in 5 days or less. After I went home, I received an email which stated it would take 1 to 2 billing cycles before I'd get my refund credited. This is not what I was told at the store at all. So, I went on their website and opened an online chat to speak to one of their representatives. The person I chatted with was *****. She/he told me that it would be 3 to 5 business days. I tried to explain that the email I received said 1 to 2 billing cycles and this upset me. The representative wouldn't answer my valid questions but instead said "thanks for contacting Forever 21. Have a great day !" and ended the chat abruptly. This was very poor customer service, to say the least. I don't appreciate being treated this way, especially from a company where my daughter and I spend a lot of money. I will probably never shop there again.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Hello *****,
  
  Thank you for reaching out. A billing cycle is in reference to the monthly bank statement you receive. If a customer still receives them my mail or email, they can expect to view a transaction on their recent statement within 1-2 billing cycles. It depends when their statement is issued. Now and days, most customers may just review their daily online bank transactions in real time. When we a refund is issued, it will show back onto the original form of payment within 5 business days, as long as their bank is within the US. International transactions take a bit longer to show even in real time. If you review or call your financial institution, both your refunds will show as being received. Order ********** received a refund of $30.79 on 12/27/2022. Order ********** received a refund of $26.09 also on 12/27/2022. You do not need to wait 1-2 billing cycles to actually receive your refund.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/12/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You didn't even say anything about the treatment that I received by one of your employees. This clearly shows me that it is okay with your company to be rude to customers seeking help. Poor customer service is not okay.
  
  
  Business Response /* (4000, 11, 2023/01/16) */
  Hello *****,
  
  We did review the chat from 12/26/2022 in which this issue was discussed. We have reviewed the conversation with the agent as well. We do sincerely apologize for any inconvenience this matter has caused you.
  
  Thank you
  
  
  Consumer Response /* (4200, 13, 2023/01/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You have not addressed my main concern which is that your representative treated me like ****, refused to answer my questions, and then left the chat abruptly. Your representative needs to have this issue brought to her attention and she needs to understand that treating customers like this is not acceptable at all.

• Initial Complaint

  Date:12/23/2022

  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.

  My order was not shipped in full. I never received the socks with my order. I contacted customer service via chat. Spoke with ******. I was told my order was past the 30 day window to report missing items. I told ****** this was a gift for my daughter for Christmas. I did not open the package till a couple of days ago to wrap it for my daughter. ****** said "per company policy I cannot get my money refunded". This is theft. If the items are scanned before shipping she could clearly see the socks were not shipped. I repeatedly asked to speak to a manager to be told no. She would escalate the issue. I then got some automated response back saying they will "request to refund" for my missing items. What does this mean??
  One of my items were not delivered. This should not be the customers fault. This is the company's fault. You are running a crooked business by pocketing people's money and not delivering their product. You should be ashamed.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Hello ******,
  
  Thank you for reaching out. The missing Hello Kitty Crew Socks ********** were refunded on 12/23/22 in the amount of $7.50 with tax. Please review your original form of payment to confirm.
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/12/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The amount was refunded for the socks. Forever 21 should look into their business practice and the people or companies they hire. Retail should be about customer service not making a buck and treating the customer like dirt.

• Initial Complaint

  Date:12/19/2022

  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 returning merchandise to the store when Store Manager Leslie. Became rude and disrespectful toward me regarding a tag not being on the boots. When I tried to explain her that the tag wasn't on the boots when I purchased the item. When I asked for her manager she refused to allow me to speak with a manager. She refused to give me her name.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Hello *******,
  
  We sincerely apologize for the inconvenience. To better assist you, please advise the store location this took place. May you also include the receipt number of the original purchase of the boots.
  
  Thank you

• Initial Complaint

  Date:12/18/2022

  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 11/24 I ordered a jacket from Forever 21. I never received the package as it was not delivered to my apartment (which was provided) nor was it delivered to the package locker system provided by my complex in the event the delivery person is unable to gain entry to the building. The package was claimed by Ontrac to have been delivered on 11/29. There is no indication where they may have left the package since they did not leave it in either designated area. All the notice says on****************** is that is has been "delivered". I have been working with the CSRs and was advised today that neither company would claim liability for the stolen package and that I'm out of $55 paid to Forever 21. I would like a full refund for order# ********** back to my original form of payment. During the holidays, part of this company's due diligence would be to provide the name of the delivery company for customers to contact to offset any possible theft. This is a clear display of poor company practices as they are benefitting greatly at this time of year by their lack of liability during a period where theft is very likely.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/28) */
  Hello********,
  
  We sincerely apologize your package was stolen. Companies across the board deal with these issues yearly. Luckily, we also provide the option for packages to be shipped to stores and allow the customer to pick them up there. Perhaps, you may consider this option next time to avoid this incident from happening again. We have made an exception and refunded your order in full. Please allow 2-3 business days for the refund amount of $54.53 to be applied back onto the original form of payment.
  
  Thank you

• Initial Complaint

  Date:12/15/2022

  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 made a order on forever 21 app December 06 2022. 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 early Christmas 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 . He searched around the neighborhood in other buildings went to other floors and never found anything. One thing was confirmed that was where he lived. I filed the claim with fedex I was told to wait 24 hours for a email then two days after I got a email saying I have to wait till the 15th which is today. Finally got a email I was told to my shipper due to the fact it says delivered already. 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 : ********** I paid $69.22.
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Hello ********,
  
  Thank you for your patience. We have issued a full refund in the amount of $69.22 regarding order XXXXXXXXXX. Please allow 1-3 business days for the amount to post onto your original form of payment. We sincerely apologize for any inconvenience.
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/11/2022

  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.

  Ordered from forever 21 on November 25. Got an email stating they are working on my order.. got an email stating that my Order would be delivered on Dec*******. .got an e mail stating order was delivered.. checked around the whole house no package to be found at all contacted fed right away. Contacted forever 21 right away. Same ********* story. We will open an investigation got an email from******* stating that if I have still not received my package then to contact forever 21. Contacted forever 21 received and email on Nov 11th that they confirmed that the driver said it was delivered to my house. .. I have cameras on my property and no ****** driver came up my private 500 ft driveway to deliver a package to my house. Forever 21 has refused to send a package and ****** can not show where package was delivered both companies are scams.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/12) */
  Hello ****,
  
  Thank you for your patience. We have issued a full refund in the amount of ******* regarding order **********. Please allow 1-3 business days for the amount to post onto your original form of payment. We sincerely apologize for any inconvenience.
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/12/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you..it's a shame that it took me contacting the bbb to get results.. I contacted both forever 21 and******* regarding the issue and neither were any help at all

• Initial Complaint

  Date:12/07/2022

  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 purchased 4 items from Forever 21 on cyber Monday 2022 (my only splurge), to be used Dec 24. The package was shipped via LaserShip/OnTrac and set to arrive tomorrow Dec 7. Today, Dec 6, I received notification that it was delivered however it is nowhere to be found. I submitted a claim with the shipping company, then waited over 20min to speak to F21 customer support. I was told to check back (what?) on an investigation after Dec 21. I replied that this was insufficient due to the need for the items sooner than a reorder from this point, plus the deals have now long passed even if I ordered immediately. The representative ignored this and asked if she could help with anything else. I asked to speak to a manager and for an email address to contact. The response was essentially that the investigation was the only option and the chat was abruptly ended before I could save proof of the discussion or reply. I have reached out to ****************************** which I could not even confirm is a usable email address since I had to Google it and found it separate from anything officially associated with the company. This is not my first issue with F21 order misinformation, inconsistent chat issues (I was repeatedly nearly knocked backward in the waiting line, then continuously warned I would be kicked out for being unresponsive while waiting for a response...?), and a very poor website. Clearly I am not the first. Completely unacceptable. All this after my previous purchase was cancelled and giftcard refunded, which I was aiming to use up this way (and be done with this company). I would like a refund NOT to my giftcard and a replacement of the order with expedited shipping. I'd also like contact information for a manager I could directly speak with. Extremely frustrated. Details:
  Order #: **********
  OnTrac Tracking #:****************
  LaserShip case number: ********
  Ordered on: Nov 28, 2022
  Cost: $76.22
  4 items
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/08) */
  Hello *****,
  
  We sincerely apologize for any inconvenience. We have issued a full refund in the amount of $76.22 regarding order, XXXXXXXXXX. Please allow 1-3 business days for the amount to post onto your original form of payment.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response and swift refund. I requested: "Items Re-shipped with Expedited Shipping; Full refund and not to giftcards; Contact by the business." The refund given requires me to complete another purchase using giftcards (or lose the money), and the other two requests are unacknowledged. There are 400+ similar complaints on BBB where similar customers received action only by submitting a complaint here as a last resort. There is clearly a much larger issue, here. I will not be placing any more orders with F21 online. At very least I would sincerely like to speak to a human being in some level of authority relating to ******** *******/shipping/online services to be closer to satisfied.
  
  
  Business Response /* (4000, 9, 2022/12/20) */
  Hello *****,
  
  Unfortunately, the items purchased in order XXXXXXXXXX were unable to be reshipped. For such issues, we issue a refund onto the original form of payment. Sadly, we cannot change the form of payment to receive the refund. If you no longer have the gift card details and pin. We can definitely provide you those details. Please reply if you need your GC details. We will then email you the information in a separate email, to: ****************** or to a different email address if you like.
  
  Thank you

• Initial Complaint

  Date:12/07/2022

  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.

  Bought my son clothes for Christmas on Black Friday. Based on what I have read complaint wise on this site, Forever 21 is knowingly using a carrier that doesn't deliver the packages correctly. This was also verified by a Forever 21 employee who opened the investigation. I was told to expect a call within 42 hours. When I didn't hear back they said they have two weeks. Now I have no money to replace the clothes for my son. Black Friday deals are over. And by the time they finish their investigation, I will still have to wait for the refund to process, meaning my kid doesn't get Christmas presents.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/12/08) */
  Hello *******,
  
  We sincerely apologize for any inconvenience. Per the tracking information, your order XXXXXXXXXX was delivered on 11/30/22 at 02:02PM. We have made a one-time exception and refunded your order. We have issued a full refund in the amount of $112.70 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, 2022/12/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you so much!

• Initial Complaint

  Date:12/06/2022

  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 online order with Forever21 on 11/9/22. I never received my order nor did I receive a package delivered email for order number **********. I always get a "package is arriving soon" and a "package has arrived" email from Forever21 but not this time.
  
  The carrier company Deliver-it showed my package out for delivery on Monday, 11/14. I kept checking the tracking and my front porch all day but no delivery. Then the website said the package is getting delivered on Tuesday, 11/15. On Tuesday I checked the tracking and it showed delivered on Friday 11/11 (in the past). I was home all day and I checked my ring camera and there is no delivery on that day. I contacted Forever21 customer service and was told to contact on 12/6 for a resolution. Today is 12/6. I contacted them and now they are telling me to contact them again on 12/14!!! I keep getting the runaround from them and this is absolutely not acceptable customer service. It's been a month since my order with no resolution. I checked the reviews for the company Deliver-it and they are showing so many lost package reviews. That company seems like a scam and I can't believe forever21 is using them. Forever21 should refund my money and deal with the carrier all they want but I want my money back now! This is ridiculous how I keep getting the runaround from their customer service chat.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/12/07) */
  Hello *********,
  
  Thank you for your patience. We have issued a full refund in the amount of $55.71 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, 2022/12/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Matter is resolved. I got my refund

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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 ordered a snow suture online on 11/24/22 in a small on sale for $ 90. It was delivered 12/3/22. The merchandise delivered was defective. The left sleeve's lining was sewn together in a way that would not allow your arm to go thru. I went to the brick/mortar store to exchange the item since they had in stock. The store refused to exchange the item for the same price. They wanted me to pay the regular price $130. They said if I wanted the price I paid I had to send the merchandise back thru the mail and wait for a replacement. I was getting the snow suit for a trip, so I did not have time to do that, plus I did not understand why they could not do an even exchange when they had the exact same merchandise in their store. I felt this was very poor customer service. I ended up just returning the item at the store and getting a refund and leaving with NOTHING!
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Hello ******,
  
  We sincerely apologize for the inconvenience. To better assist you, please advise the store location this took place. IF you still have the return item receipt for the item, may you also reply with the details and receipt number and item Sku number. May you also advise your online order number for the items original purchase.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/12/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need to send additional info to the business for resolution according to their response. Sure located in ************* ** in ***** Place *****
  
  
  Business Response /* (4000, 10, 2022/12/13) */
  Hello ******,
  
  Thank you for your patience. Your complaint was escalated to the store located in **** ******* ****** ************* ** XXXXX. In your initial complaint you stated ordering the item and it was delivered on 12/3/22. We researched under your email: ******************** to locate the order. However, your last order under this email was made on 12/23/2020. *** you advise what is your order number for the item in question or the email address the order was placed under.
  
  Thank you