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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

    • 241 total complaints in the last 3 years.
    • 77 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:01/07/2025

      Type:Billing Issues
      Status:
      Unresolved
      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 offered what was described to me as a free rewards program by the cashier who attended me at the Forever 21 located at ********** in ******** ********** on October/3/2024. I was told that this program would simply allow me earn points on my purchases, at no extra charge. Therefore, I was mislead into signing up for the Forever 21 credit card.I would like to help resolve this issue by immediately paying the principal, not including interest and late fees, with a stay on current and future interests and penalties until this matter is resolved and accepted, including a reversal of any and all credit impacts.

      Business Response

      Date: 01/21/2025

      Hello ****,

      We sincerely apologize for this inconvenience. We suggest you reach out to ***************. This site gives access to services offered by *********************, which is part of *************** at **************. They may further assist you in this issue and have access to card accounts and look into your request. 

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

      Thank you 

      Customer Answer

      Date: 01/23/2025

       
      Complaint: 22780239

      Hello,

      Thank you for your response. I understand you are suggesting I contact Bread Financial/Comenity *************

      I have already contacted ***************/Comenity ************ directly. They informed me that they are unable to issue a refund and that any refund request must be handled directly by Forever 21, as the point of sale where the account was opened. They explained that they are merely the financial institution managing the account, and the decision regarding refunds rests solely with Forever 21, due to the circumstances surrounding the account opening.

      To reiterate the situation: I was misinformed and essentially tricked into applying for this credit card during my purchase at your store located at the **********, in ******** **********. I did not intend to open a new credit card account. This misrepresentation at the point of sale is the basis of my dispute.

      Therefore, I am stuck in a frustrating loop. Bread Financial/Comenity ************ directs me back to Forever 21 customer service, and ************************* customer service directs me back to Bread Financial.

      I would like to propose a resolution to this matter: I am willing to pay off the current balance on the credit card, provided that I am refunded the difference between the current balance and the original purchase amount. This refund would cover the charges I have incurred due to the misleading circumstances under which the account was opened. These charges include all late fees, interest charges/ minimum interest charges.

      This seems like a fair and reasonable compromise. I am willing to fulfill my obligation to pay for the original purchase, but I should not be penalized for being misled into opening a credit card I did not want.

      I sincerely hope we can resolve this issue quickly and amicably. Please let me know how you plan to proceed.
      Thank you for your time and attention to this matter.

      Sincerely,
      **** Cerecero 
      **************
      ******************************** 

    • Initial Complaint

      Date:01/05/2025

      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.
      I received the wrong package I contacted customer service they were no help and had no understanding. I ordered three items and received different items that I did not order. I repeated myself a thousand times. First representative I talked to on the phone say they will process the refund which was a lie. At this point Im tired of repeating myself

      Business Response

      Date: 01/21/2025

      Hello ******,

      We sincerely apologize for the inconvenience you were mailed the wrong order. We've refunded your correct order ********** in the amount of $56.73. Please allow 3-5 business days for the funds to be processed and post to the original form of payment and up to 1 billing cycle to show on your bank statement. You may keep, donate or discard the wrong items received. There is no need for you to return them. 

      Thank you 

    • Initial Complaint

      Date:01/03/2025

      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.
      I made a purchase at forever 21 on December 15th. This is a Christmas gift that never arrived My package was expected to arrive the 21st of December but it never arrived, it has been over a week and more since this I've tried to contact the delivery company and they said I have to contact forever 21. I put I contact with forever 21 and still have not gotten any response. I've been waiting and waiting checking my emails or seeing if my package arrived but nothing. I would like a refund, this was suppose to be a Christmas gift. ordered it because it said it would arrive in time to make sure the items had in mind won't sell out and to have the gift on time for Xmas. I got no package. I am disappointed as a customer. It's very unprofessional to not respond to vour customers or try to resolve the problem. My order # is ********** .

      Business Response

      Date: 01/21/2025

      Hello Aliyah,

      We are sorry to hear you have not received another order. Per our records you have filed 3 prior BBB cases for the following orders, you've reported as not received.

      - ********** $69.22 - Made 12/06/2022 - BBB case: ******* - Refund issue on 12/20/2022
      - ********** $63.18 - Made 4/09/2023 - BBB case: ******** - Refund issued on 4/20/2024
      - ********** $35.33 - Made 3/11/2024 - BBB case: ******** - Refund issued on 3/25/2024

      Your recent not received order is ********** $33.55 - Made 12/25/2024 - BBB case: ******** will be the last order we will issue a refund for. We advise you to explore other shipping options such as pick up in store or a different shipping address for future orders.

      Thank you 

    • Initial Complaint

      Date:12/31/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 my order **********. I received not of notification by email it had arrived. Upon reopening home from work it was not at my residence. I immediately contacted Forever21 by chat Kunal who would not help me in any way. I explained to him it wasnt here and he didnt care. I asked for a supervisor in which he refused to transfer me. I once again asked for supervisor and once again he just refused telling me I would hear back and when I asked for his information to file a complaint he claimed the company had no email address I could send a complaint to and when I asked for a link the file a complaint once again he ignored my request. This kind of service is absolutely ridiculous

    • Initial Complaint

      Date:12/31/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.CCB/FE21CC ACCT #: **************** ***. ********** the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

    • Initial Complaint

      Date:12/30/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 12/24 it was delivered 12/30. It was delivered at 9AM but I didn't receive a notification from the app and text that it was delivered until 4PM!!!!! A whopping 7 hours later!!! my package was stolen between this time frame now I have to spend more money elsewhere for something to where on new years. There is a mail area and a secured back door patio but it was left at the front door on the open street. on top of that the picture with my package didn't show my apartment number so I don't even know if it was delivered to the correct door or not. they said they were gonna file a claim taking 8-10 days. I don't have time for that Im already livid and I want my money back. I am so finished with forever 21.

    • Initial Complaint

      Date:12/26/2024

      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.
      I made a purchase at forever 21 on December 15th. This is a Christmas gift that never arrived My package was expected to arrive the 21st of December but it never arrived, it has been almost a week and more since this I've tried to contact the delivery company and they I have to contact forever 21. I put I contact with forever 21 and still have not gotten any response. I've been waiting and waiting checking my emails or seeing if my package arrived but nothing. I want a refund, this was suppose to be a Christmas gift. ordered it because it said it would arrive in time to make sure the items had in mind won't sell out and to have the gift on time for Xmas. I got no package. I am disappointed as a customer. It's very unprofessional to not respond to vour customers or try to resolve the problem. My order # is ********** .

      Business Response

      Date: 01/06/2025

      Hello Aliyah,

      We are sorry to hear you have not received another order. Per our records you have filed 3 prior BBB cases for the following orders, you've reported as not received.

      - ********** $69.22 - Made 12/06/2022 - BBB case: ******* - Refund issue on 12/20/2022
      - ********** $63.18 - Made 4/09/2023 - BBB case: ******** - Refund issued on 4/20/2024
      - ********** $35.33 - Made 3/11/2024 - BBB case: ******** - Refund issued on 3/25/2024

      Your recent not received order is ********** $33.55 - Made 12/25/2024 - BBB case: ******** will be the last order we will issue a refund for. We advise you to explore other shipping options such as pick up in store or a different shipping address for future orders. 

      Thank you 

    • Initial Complaint

      Date:12/23/2024

      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 order was place on 12/4/24 and was said to deliver on 12/12/24 however this was not delivered to my address. I contacted forever21 and was told I had to wait until the 17th to file a claim about the missing order was disconnected from the costumer service chat 4 times before being told there was nothing they could do other than file a claim. I filed a claim and was told this was delivered so nothing could be done however this was not delivered to my address that was provided to forever21 and there is no proof of delivery photo or antything. I am out presents that will have to be replaced and I am single mother who does not have replacemtn money for something I trusted a company to deliver. I feel this is unfair for such a huge company to leave me with no product and no refund for an order that i did not get and was not delivered to my address. I am at a loss i contacted this compnay many times and they have done nothing to aid me in correcting the issue that was not caused by me and was not delivered to my address i do not know how to correct this however i feel victimized by this large company. this is unfair and this company should be held responsible

      Business Response

      Date: 01/06/2025

      Hello *******,
      We're refunded the remaining items from your order. Please allow 3-5 business days for the funds to be posted back onto your original form of payment. We apologize for the inconvenience.
      Thank you 

    • Initial Complaint

      Date:12/20/2024

      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.
      I had a package that was delivered but stolen once I got back to my residence. I then called forever 21 corporate line and was told they are not liable for my stolen item even though I attempted to get this package held at a ***** location so I could pick it up myself because packages are often taken during this time of year.

      Business Response

      Date: 01/06/2025

      Hello *******,
      We're refunded the remaining items from your order. Please allow 3-5 business days for the funds to be posted back onto your original form of payment. We apologize for the inconvenience.
      Thank you 

    • Initial Complaint

      Date:12/18/2024

      Type:Delivery 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.
      Date of the transaction is December 3rd, 2024. Total amount of the transaction is $58.67. My delivery instructions detail how my package is to be delivered to my front door. The delivery service failed to do so and instead threw the package at my garage door. I never received my package. I reached out to forever ***************************************************** The sales representative saw that the package was indeed not delivered to my front door and mentioned how that was an incorrect delivery. The costumer service representative told Me I did not need to send any footage from my cameras due to the picture the delivery man provided clearly shows my package was NOT at my front door. I was told I would have a follow up in a few business days which this has failed to be the case. Attached are photos of the incorrect delivery and of the delivery man throwing my package carelessly !

      Business Response

      Date: 01/06/2025

      Hello ******,

      We're refunded your order. Please allow 3-5 business days for the funds to be posted back onto your original form of payment. We apologize for the inconvenience.

      Thank you 

      Customer Answer

      Date: 01/06/2025

       
      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,

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

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

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