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

  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:10/21/2022

  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 have an event on 10/23 and needed something very specific for which I placed an order on 10/16. After placing my order it was about three days before a shipping label was created...and then another day or two before the package was given to the carrier.
  The carrier that Forever 21 uses is not a carrier that any reputable company that cares about their clients should ever use. Deliver It was unable to access my building, fine, and updated my delivery date to 4 days later which is very unnecessary considering the best day was a Friday, and a Saturday after that. Forever 21 told me to contact the carrier to arrange re delivery. The carrier has no way for customers to reach them by phone and failed to respond to two emails. When so called F21 customer "care" back they acknowledged that they've had issues with this carrier but refused to do anything to make it right. I asked the supervisor if he could overnight me my items and he said he could not because orders need to get to fulfillment by 11am central time. It's 2022, make a phone call to fulfillment and service your clients. They basically ended the call with an "oh well." A company that's been around as long as F21 has, they should be using reliable shipping carriers with open communication, and have problem solving solutions and procedures in place.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Hello ****,
  
  We located order XXXXXXXXXX placed on ******** under email: ******************* Per the carrier the issue for them unable to deliver the package was the code to enter the premises was required. Once this information was gathering, it was forwarded to the carrier on ********* The carrier in turn takes ***** business hours to attempt a redelivery before returning to our distribution center in case they still cannot make the delivery. Please allow this timeframe and the tracking information on their site to update. We sincerely apologize for any inconvenience.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  *** is not addressing or taking accountability for their failure to provide a satisfactory experience for their customers.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  Hello ****,
  
  Per the carrier website and image, your order was delivered on 10-24-2022, 04:48 pm. You may view your delivery details on this link: *******************************************XXXXXXXXX
  
  Thank you
  
  
  Consumer Response /* (4200, 11, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Forever 21 is choosing to charge customers for delivery with an unreliable and unknown shipping company that does not allow customers to contact them about deliveries. If Forever 21 cares about their clients, they will use shipping services that provide updated tracking info, have a ******** ******* number that they call, and the ability to make changes to delivery and have them followed by the carrier. Furthermore, their claim that a code is required is false. There is no code to my building, it is callbox entry. My item was eventually delivered, past the date it was needed by. Forever 21 failed to provide excellent ******* and I will continue to speak up about it on every platform possible.

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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 clothing from forever 21 online back in early August 2022. On August 12, 2022 I received an email from Forever 21 stating my package was delivered, instead I received a package for **** ******* *************************************. I first contacted the carrier On Trac and notified them via email. I then contacted forever 21, I sent them pictures of the package I received and was advised that they would be doing an investigation. After 2 weeks of not hearing from forever 21 I contacted them again and was told I would not get a refund unless I provided proof from the carrier that I never received my package. On Trac sent an email stating they investigated and determined my package was lost. I then sent that email to the customer representative I was talking to at ************************m once she received it she stated I would be getting a refund in 10-15 business days. I waited until mid September contacted forever 21 again as I did not receive my refund, I used a third party Klarna for payment and was still being charged for this order. When I contacted forever 21 they said Klarna issued a claim and I would not be receiving my refund until Klarna dropped the claim. I contacted Klarna and asked them to remove the claim. Klarna stated that they have tried getting in contact with forever 21 on 2 occasions to resolve this matter and get my refund but forever 21 never responded. Klarna said the only way I would not get charged is to open a new claim and delay my payments until this issue is resolved. Today 10/19/2022 I was charged again I contacted forever 21 and they stated that they have no proof I never received my package and in fact the carrier said I did receive it which makes no sense because I sent them pictures of the package I received with someone else's name and address from fab fit fun and the email from On Trac stating that my package was lost and never delivered.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Hello ***,
  
  Thank you for reaching out concerning your order XXXXXXXXXX made 8/8/22. We sincerely apologize you did not receive your package delivered by ****** on 08/12/22 at 05:14pm. We have processed your order in full. The amount of ****** will be applied onto the original form of payment. Please allow 2-3 business days for the amount to post.
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/10/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business Forever 21 has reached out to the third party Klarna (what I used to pay for the merchandise) and they let me know that Forever 21 is issuing a refund. This was all that I wanted to resolve this matter, and I am satisfied with the outcome. Thank you.

• Initial Complaint

  Date:10/14/2022

  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 ordered two items with 2 day shipping under Order ID*********** on 9/24/2022. I received my package on 9/28 and did not include either of my items and instead 4 incorrect clothing items. I called customer service and they said they cannot do anything for me and to email CXhelp and allow 7 days for a response. I emailed them with pictures on the same day with pictures of the incorrect items. I heard back on 10/2 with a pre paid label stating they will not issue a refund until they get back wrong items they sent in error.
  
  As the customer, I did not receive what I paid for with extra shipping charges. I sent back the items via FedEx as instructed via Tracking **********************. However it appears to be stuck in Transit. I would like Forever 21 to provide my refund as I sent pictures of the incorrect items which I assume lineup to an other incorrect order. Thus was not the customers error not sure why I am being punished for this.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Hello *****,
  
  We sincerely apologize for any inconvenience. We have issued a refund in the amount of $92.93 for your order XXXXXXXXXX. Please allow 2-3 business days for the amount to post and up to one month to show on your paper statement.
  
  Thank you

• Initial Complaint

  Date:10/11/2022

  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 firmly ask refund for an order from Forever 21, Order number************
  
  Forever 21 or its carrier "Laser Ship" failed to provide adequate tracking information at the first place, then when laser ship claims they delivered a package to me, the package was not there. I couldn't verify laser ship's honestly about that delivery. I contacted forever 21 regarding this issue, but forever 21 refused to refund me. I have been ordered from forever 21 since 2014, spent thousands on their clothing (can show proof), never had this issue before, very unhappy and very disappointed.
  
  Actually I had multiple issue with this order from the beginning. At the beginning, the order status was not updating, tracking was not available besides stating "waiting to receive package from the sender", then after a few days, I figured out that I couldn't wait as I was getting away from home so I contacted forever 21 to cancel my order. At that time, the package according to laser ship was still in possession at forever 21. Forever 21 refused to cancel the order for me, asked me to wait until Sep 13th for a resolution. Shortly after I contacted forever 21 about cancellation, the tracking updated and marked as delivered to my house immediately with a blurring picture showing a package placed on my door steps. No detail of whether this was even a package from forever 21. I was not home when package got "delivered" so I couldn't verify the validity of that "delivery status". The picture that Laser ship (carrier) provided showing the package was not securely placed in my screen door. My address is on a very busy street, directly connect to the foot traffic. Of course, when I got home, no package is there. It is very possible Laser ship used other package as deliver proof for the photo taking. I contacted forever 21 for this issue twice and forever 21 refused to refund me.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Hello *******,
  
  We sincerely apologize for any inconvenience. We have issued a refund in the amount of $56.00 for your order XXXXXXXXXX. Please allow 2-3 business days for the amount to post and up to one month to show on your paper statement.
  
  Thank you

• Initial Complaint

  Date:10/11/2022

  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.

  An order was place on 08/13/2022, but no package was received. I began reaching out to customer service on August 17 about Order Number: ********** to let them know the package had been marked as delivered when it didn't get delivered. I followed all procedures. Filed a claim with on-trac, filed a claim with Forever 21, filed a claim with Commenity and as of right now Forever 21 has declined all responsibility and has not reached out to provide an update. I have camera's outside my home and cameras all around the property. No package was ever delivered and there is no "mailroom". It's been 2 months and I'm still being charged by Forever 21 for a package that I did not receive.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Hello ***,
  
  We sincerely apologize for any inconvenience. We have issued a refund in the amount of $55.58 for your order XXXXXXXXXX. Please allow 2-3 business days for the amount to post and up to one month to show on your paper statement.
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accepted the response because that is all I have been asking from them since the beginning. I have been a customer for years and this situation made me reconsider using them in the future.

• Initial Complaint

  Date:10/05/2022

  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.

  Order date 9/11/2022, order Number***********through Forever 21 clothing store online. I never received hello kitty PJ jumper and chain boots totaling $75.00. I reached out to CSR ****** on 9/26/2022 at 10:52 am and was told to email a Forever 21 Affidavit claim form which I did and it was confirmed by ****** on 9/26/2022 that on 9/20/2022 the corrected form was received and that I my bank card would be refunded in 5-7 business days. Today, 10/5/2022 I spoke with ************ at which time he lied and indicated that a form was never received. He then disconnected. I want my refund for the order that I paid for and for the items that were not included in the order. I want full refund back to my bank card.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/07) */
  Hello ****,
  
  We sincerely apologize for any inconvenience. We have issued a refund in the amount of $56.56 for the two reported missing items. Please allow 2-3 business days for the amount to post and up to one month to show on your paper statement.
  
  Girls Hello Kitty & Friends Pajama Jumpsuit (Kids) XXXXXXXXXX - $22.39 + tax $0.89
  Curb Chain Chelsea Boots XXXXXXXXXX - $32.00+ tax $1.28
  
  Thank you
  
  
  Consumer Response /* (2000, 7, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  If not received back to my bank card then I will reopen the case. Never doing business with Forever 21 again.

• Initial Complaint

  Date:10/01/2022

  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.

  Extremely **** and terrible ******** *******. Extremely poor product ********
  
  They mailed me product of very poor quality. And they use the "final sale" trick to make it not return nor refundable. I tried to speak to their agent, several times. But they just cut off the line
  and avoid solving the problem. Very, very *****
  
  And I speaker to their **** agent another time. After that agent asked me tons of information and taking endless number of pictures of the product (They don't even care to take notes on the complaints to solve it, every time I need to start a new chat and repeat what I repeated to the last of their **** ******* That person just sent me the link that I send that person.... Which mean they are just wasting ********'s ****** and ***** doing nothing at all.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Hello ****,
  
  We sincerely apologize for any inconvenience. Per the order notes placed by our ******** ******* agents, you reported damaged items: Boucle Knit Cardigan Sweater XXXXXXXXXX and Ribbed Mineral Wash Thermal Tee XXXXXXXXXX. The agent provided you with our current policy for such ******** reported issues. We have refunded you both defective items, there is no need to return them. You will receive ****** back onto your original form of payment. Please allow 2-3 business days for the amount to post and up to one month to show on your paper statement.
  
  Thank you

• Initial Complaint

  Date:09/24/2022

  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.

  Purchased an item online, it shows "in stock" at my local store. I then cancelled the purchase through Amazon so I could buy it from you guys. I call the next day and manager tells me they DONT have it in stock, and that corporate messed up. I called corporate, they refused to do anything. I needed the game TODAY, that's why I purchased through you guys. I am now screwed and cannot get the item ANYWHERE. Employees were rude and useless. I will NEVER purchase from this store again, I will also be posting reviews on every site possible to warn potential customers.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/26) */
  Hello *****,
  
  We sincerely apologize for the inconvenience. May you confirm if you are referring to order XXXXXXXXXX placed on 9/23/22 ******* item: Truth or Drink: The Game XXXXXXXXXX, ONE SIZE? This order was to be picked up at the ****** ***** store.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes it was supposed to be picked up from the Gurnee store. When I spoke with manager she stated there were none in the store. Called corporate number and he first claimed they had 6 according to his info, then suddenly the in stock amount was 0.
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  Hello *****,
  
  We apologize the store did not have the item anymore by the time they were going to fulfill it. We will make the required inventory corrections at the store. Please accept this *** off code on your next purchase: ************
  
  Thank you
  
  
  Consumer Response /* (2000, 11, 2022/09/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I find it odd that they sold 6 of these items between 5:00am when I ordered it and 12:00pm the next day when they didn't open until 10:00, but sure, thanks for the coupon I guess.

• Initial Complaint

  Date:09/21/2022

  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 paid forever 21 $176 dollars for my package that never arrived. I contacted their customer service and they basically told me they're not gonna do anything and they're sorry for the inconvenience.I just want a refund at this point.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Hello ******,
  
  Thank you for reaching out concerning your order XXXXXXXXXX made 9/1/22. We sincerely apologize you did not receive your package delivered by ********* on ********** at 2:40 pm. We have processed your order in full. The amount of ******* will be applied onto the original form of payment. Please allow 2-3 business days for the amount to post.
  
  Thank you

• Initial Complaint

  Date:09/07/2022

  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 made an order with them twice one on 3/1/22 and another on 3/12/22 while I was waiting for the first order the second one, I put please do not leave outside leave at my door. I disputed with my bank, and I also spoke to police officers that informed me that they should refund and not much can be done, therefore I waited to see what will happen and dispute my orders that I never received. The courier stated they delivered the item but where because it was not to me and I contacted F21 immediately, now they closed the dispute, I am lost out of a refund total $180.43 and $ 144.08, and they did not want to send me replacement for the items. Therefore, I have nothing, and they have everything. This is unfair, unprofessional and disrespectful, I feel as if I have been smacked and spit on my face and they are laughing. They should have replaced the items and if not refunded me, it is not my fault that there courier did not deliver to the correct location. I should not have to pay for their errors.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hello *****,
  
  Thank you reaching our concerning your orders. We have reviewed the tracking information and lost package claims with the carriers. They have stated both orders were delivered. For future reference, we suggest you have packages delivered to an address where they are safe and will not be possibly stolen. We have made a one time exception and issued a refund for each of your orders. Please allow 2-3 business days and for the refunds to post back onto your original form of payment.
  
  XXXXXXXXXX - *******
  XXXXXXXXXX - *******
  
  Thank you