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

  1140 Annapolis Mall Ste 164 Annapolis, MD 21401-3063

• 

  Forever 21

  2002 Annapolis Mall # 169 Annapolis, MD 21401-7604

• 

  Forever 21

  825 Dulaney Valley Rd Towson, MD 21204

• 

  Forever 21 aka F21 OpCo, LLC

  485 Arsenal St Watertown, MA 02472-5091

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:08/29/2022

  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 placed an order in a huff because the stores were out of stock on sizes for items we wanted. School in my area started today 8/29. I placed and order Friday and I chose NEXT DAY for shipping...the order sat still at Forever 21 location even yesterday. When I called they fed me a lame crock of you know what. Thinking I'd get it before Monday yes but not showing it even shipped it's clear it won't make it by then or even Tuesday. Upon checking FedEx site and Forever 21 (2) days had passed and the only thing done on my order was the label was created. They are fooling ppl with the next days hopping because while I understand I would not have gotten it next day it still was not shipped next day and they charge $23 for that method. I believe they are cheating people out of their money with this option that isn't at all factual and a top that my child had to start school this morning without the bottoms that were all on this order....I want to be compensated and I def would like a refund for the shipping that is a blatant lie and impossible.as of this morning my package still has not left Forever21's warehouse or stores....I mean more people should know to complain about businesses maybe the BBB need to advertise and do some commercials. I'm not sure why this had t already been an issue. Amazon as well we pay prime and nothing comes on time. I'm waiting for packages that just tell me we're sorry....what does that mean?? they have my money and I have nothing but they are sorry to this point I can see how sorry they are. They are basically lying to their patrons. I'm seeking a refund and compensation for my his issue. My child needed the things I ordered why else would we order and pay next day shipping.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Hello ******,
  
  We sincerely apologize for the inconvenience. Our Next Day Shipping is available on orders placed before 11:00am PST. Orders placed before 11am PST will arrive the following business day, by end of day. Your order was placed on 8/26/XX XX:XX am. Your order should have been delivered on Monday 8/29/22 by end of day, **** pm. As of now, your tracking information shows it will delivered Tuesday 8/30/2022 before **** pm. Due to the delay in shipping, we have refunded your Next day shipping cost of ******* Please allow *** business days for the amount to post onto your original form of payment.
  
  Thank you

• Initial Complaint

  Date:08/29/2022

  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 in store return on 7/25/2022 and received a refund in the amount of $44.13. Today is 8/29/2022 and I am still waiting for my refund to be put back on my card. Contacted customer service and was told that the refund is correct and to continue to wait which was no help.
  Order#**********
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hello *****,
  
  Thank you for reaching out concerning your order XXXXXXXXXX refund. We received confirmation from Klarna your refund was processed and issued on 7/25/2022. Please reach out to Klarna if you have any further questions.
  
  Thank you
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Klarna did refund me on 7/25/2022. The refund amount was for $15.60. I'm still owed $44.13 for the in store return. Klarna refunded me my part that I paid to them for 2 payments that were made to them per their plan. I contacted Klarna and was told the same thing. That they refunded their part.
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  Hello *****,
  
  Please review the attached image we received from the Klarna portal stating the merchant****** issued your refund on 7/25/22. Please reach out to Klarna if you have any further questions or reply to this case.
  
  Thank you

• Initial Complaint

  Date:08/26/2022

  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.

  I placed an order on 8/15 for some back to school clothes that totaled $74.60. Since then only a label has been created. Contacted customer service by chat and phone and they lie over and over again. Claiming the order has been shipped but the companies order tracking system says different. Says awaiting carrier pick up. Forever21 uses Lasership a company known for theft, lack of delivery, and damaging items. Contacted lasership the CS said the package is still in Virginia awaiting pickup. Communicated this to the F21 reps they continue to lie and say it was shipped. Even though I have proof it is not. Now they are refusing to refund me my money. It's crazy how they take your money instantly but could care less about delivering your items on time. And refuse to refund you after doing you the consumer wrong.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Hello ******,
  
  Thank you for reaching out concerning your order XXXXXXXXXX placed on 8/15/22. We sincerely apologize you did not receive your package. We have processed your order in full. The amount of $74.60 will be applied onto the original form of payment. Please allow 2-3 business days for the amount to post. Per the carrier the package was delivered and they showed proof of delivery with an image.
  
  We also apologize this is the second package you have reported as lost. Your previous order XXXXXXXXXX made on 11/26/21 and delivered on 12/13/2021. Order XXXXXXXXXX was also refunded, on 12/11/21.
  
  Thank you

• Initial Complaint

  Date:08/18/2022

  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 5/28/2022 I made a payment for my total balance of 62.38. My payment was returned but neither the company nor my bank notified me of this return or that my payment did not go through, having me believe I submitted a payment. Around June I recieved a statement letter saying I never paid my balance and that a late fee of 32.00 would be applied, for a total of 94.38. I argued with that neither the company nor my bank notified me of the return & my bank could not find fault in their end. So the late fee was reduced by company and I now had a balance of ~79.38. I made a payment in full, where my balance was now 0. A few months later, I recieve a statement of 6.00, because I had an interest fee of 2.00 and since that wasn't paid, I now owe an additional 4.00. Company claims that even though the 79.38 was paid in full, it was paid late, which incurred the $2 interest fee plus the $4 late fee. I claimed the representative did not mention any additional late or interest fees would have to be paid if I paid the 79.38 in full and asked why I was now being charged additional fees. They claim there are no more additional fees and this was the last fee I should be paying, even though I have not made any purchases since my first payment. I paid the $6 fees but complained to my bank and was advised to report the incident as it appeared information was being withheld, leading to paying more than I should and that I should've been notified about the fees at the time I was paying the 79.38 balance, not months later.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Hello *****,
  
  We sincerely apologize for this inconvenience. Forever 21 does not have access to view nor ******* the Comenity credit card. 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. If you want us to reach out to them on your behalf, please reply with your Comenity Bank account number.
  
  Thank you

• Initial Complaint

  Date:08/17/2022

  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 bought some sweaters online and the size did not match the size chart! I bought a plus size 2x and they did not fit! This is a concern being a plus sized woman... it makes me upset!
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Hello *******,
  
  We sincerely apologize for this bad experience. Thank you for bringing this to our attention, we always thrive to make improvements. May you please advise if you bought the item online or instore? Do you have the item details? The initial purchase receipt number?
  
  Thank you

• Initial Complaint

  Date:08/17/2022

  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 placed an order with Forever 21 on July 17 I wrote them when my package said it was delivered I did not receive my package I let them know that they told me that I had to wait till August 17 which I did then now they're telling me that I have to wait till September 1 for the decision and that's unfair because I spend my money and I did not get my product and I want my refund and they refuse to give me my refund as of right now they want me to wait until September 1 and I don't feel that's correct I spent money that I didn't get an item for and I feel like I deserve my money back I wind up buying the same stuff from forever 21 and I got it and I don't need the stuff I just want my money back
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Hello *******,
  
  We apologize for the inconvenience. Your order XXXXXXXXXX was already refunded by our ******** ******* team on 8/19/22. Please allow 1-3 business days to receive your refund of $61.62 to apply back onto your original form of payment.
  
  Thank you

• Initial Complaint

  Date:08/08/2022

  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 some clothes for my granddaughter with a forever 21 card I believe I opened that day I payed the balance in full after I received the bill they said it was late and keep charging me a late fee for months
  I called to talk to them the were irate and told me that even though the balances was paid off they had other right to continue to change me with a late fee now I find out they have sent a negativistic results to my credit report ??
  Im a senior citizen and am disabled I'm blind u don't think I should have to pay late fees when balance was paid comity bank keeps calling and harassing me
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hello ******,
  
  We sincerely apologize for this inconvenience. May you provide further information. We do not have access to your Comenity bank card details. When was your payment due, when did you pay it, as well as the amount paid? What was the payment due amount? How many late fee have you received?
  
  Thank you
  
  
  Business Response /* (-10, 7, 2022/08/17) */
  Hello ******,
  
  May you provide your Comenity Bank account number.
  
  Thank you
  
  
  Consumer Response /* (3000, 8, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This does not resolve my problem they are still sending me bills calling me and as far as I know it's still on my credit report I want this taken off my credit report
  
  
  Business Response /* (4000, 12, 2022/08/22) */
  Hello ******,
  
  The reason we are asking for this information is because we do not have access nor ******* the Comenity credit card. Our intention was to reach out to Comenity Bank and inquire and better understand you issue. Also, to ask them if an exception, if any, can be made to assist you.
  
  Thank you

• Initial Complaint

  Date:08/04/2022

  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.

  On Friday, July 29, 2022, I ordered (order #**********) twenty-two (22) items from Forever21.com. I paid a total of $354.02 which included Next Day shipping because my daughter needed some of the items for the first week of her Senior school year, August 8-12th; and I wanted to make sure that the order was delivered in time.
  My "order" was delivered by FEDEx on Wednesday, August 3rd. Immediately, i knew that there wasa terrible problem: I had been monitoring my order and received an email-shipping confirmation that ALL 22 items were shipped in one package. However, seeing the small white envelope-bag terrified me...clearly, MOST of my items were missin. Upon opening the bag, I was horrified to see only two (2) of the 22 items for which I had paid and expected.
  I immediately called customer service and was told that the "system" was showing that ALL of my items were "supposed" to be in that delivered "package." I was told that he could not simply send the missing 20 items, nor start a refund. I was sent an "affidavit" form to complete and email to another email.
  After much protest by me, I was eventually allowed to speak with a manager who told me the same things..I had to complete the form and await an investigation. He did give me his email address, where I sent him picture-proof of the delivered bag with the two items and a screenshot of my Ring doorbell with proof of the bag being delivery.
  One of the most outrageous parts of this horrific experience, is that the manager noticed that the "system" stated that the order that I received was 6 lbs. It was quite clear that the theft of my 20 items had happened during the order-packing process. A heavier box with perhaps my items were weighed and a label created from that; however, that label was then fraudulently put on the wrong package which weighed 1 lb 2.2 oz and sent to me.
  At this moment, $332.36 has been defrauded from me and I need this money, ASAP.
  

  Business Response

  Date: 08/11/2022

  Consumer Response /* (2000, 5, 2022/08/10) */
  case number is ************************************. My dispute has been settled with Forever21. No other attention to this matter is warranted.

• Initial Complaint

  Date:08/04/2022

  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 placed an order on 7.23, and I received tracking information stating that the package would arrive by 7.29. It did not arrive by this time. In fact, the shipping information showed that Fedex had not even received the package. When it had not arrived by the stated date, I contacted the company via the chat function, and I was told that the package would arrive by 8.03. I was given excuses about shipping delays. I attempted to point out that the package had obviously not been sent or was lost in transit (based on the tracking information), but I was simply given the same tracking information and told again to wait. The customer service representative told me to contact them again after 8.03 if I had not received the package. It is now 8.04; the package has still not arrived. Not only this, but the tracking information is STILL showing that Fedex has not received the package. When I contacted customer service AGAIN, I was told that the package should arrive by 8.09. I was given the same tracking information that shows the package was never sent. I explained that I was told I would receive a refund or that the items would be shipped if the package had not arrived by 8.03. The representative told me I would have to wait until 8.09. Clearly, the company is not willing to resolve the issue.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hello *******,
  
  We sincerely apologize for the inconvenience concerning your order XXXXXXXXXX. We have issued a one-time exception and refunded your order. Please allow 1-3 business days to receive your refund of $87.49 to apply back onto your original form of payment.
  
  Thank you

• Initial Complaint

  Date:07/27/2022

  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.

  Have ordered with this company several times w/o issue but due to this most recent experience they will NEVER get my business again. Ordered $120.76 worth of merchandise on 6/18 (order number **********), was notified on 6/26 that it was delivered. I was home and checked my door, no package. Checked ********* tracking site & saw the proof of delivery pic. The front door pictured was not mine, immediately noticed 3 discrepancies with the pic. I will attach pictures. 1) I have a welcome mat, the picture w/ package does not. 2) I have wood panel flooring in front of my door, the picture w/package has concrete flooring in front of door. 3) the locks on my front door match they both have bronze finish. In the picture w/ package, the front door has mismatched locks one w/ silver finish and the other bronze. Needless to say, this is not my front door. I followed thru with the investigation process for ********* & Forever 21 as instructed. ********* sent me an email on 6/29 stating they could not confirm it was delivered to correct address & they attempted but could not retrieve the package.I have attached a pic of the email from ********* as well. After the investigation & dispute, Forever 21 concluded that the package was indeed delivered correctly. I was not given the opportunity to submit any evidence and was told it couldn't be escalated. The only other option given was to dispute with bank. How could there have been a thorough investigation without the option for customer to submit pertinent/supportive information?? I had to repeatedly reach out to Forever 21 for follow up, they never called back as they said they would. I received 1 email from them ! As a consumer, this is completely unacceptable! I have shopped with this company both in store and online for MANY years-NEVER AGAIN! They have lost me as a customer and I will warn anyone else that I know personally shops with them of this company and their dishonest business practices and poor customer service!!!!
  

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 5, 2022/07/28) */
  Hello ********,
  
  Thank you for reaching out concerning your order ********** placed on ******** We sincerely apologize you did not receive your package. 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, 2022/07/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It's unfortunate that it had to come to this however I am grateful that Forever 21 not only responded but also took action. Thanks!