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Business Profile

Womens Clothing

Forever 21 aka F21 OpCo, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

This profile includes complaints for Forever 21 aka F21 OpCo, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Forever 21 aka F21 OpCo, LLC has 238 locations, listed below.

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    Customer Complaints Summary

    • 240 total complaints in the last 3 years.
    • 76 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date: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,

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

    • Initial Complaint

      Date:12/16/2024

      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 ordered a coat from the website it was supposed be delivered by now but it is not and when I called their corporate number they would not allow me to pick it up from a delivery fulfillment center

      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:12/15/2024

      Type:Product 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 am now seeking a full refund. I placed an order on November 26th 2024. I was promised a refund. Three weeks later I still have not received one! I have sent multiple emails and multiple chats and I've been ignored! Below you will find a partial cut and paste email chain. The BBB said I had 1200 too many characters, so I had to cut it extremely short. I am more than happy to provide you with all email correspondence and all transcripts from multiple chats. Here is a partial email chat: Your customer service representative is beyond unprofessional and needs to be reprimanded! She did something to my account so that all of my messages go to her, so she will not get in trouble. I am now concerned that she has done something to my account! If this is not taken care of immediately I will have no other choice but to contact my credit card company and get a full refund. This will be my last time reaching out. I have spent over 2 hours on chats and emails trying to get this taken care of. I was told I would be getting a refund and yet I see nothing. Below I have cut and pasted most of my emails with the customer service representative. As mentioned below I have the transcripts of chats that took place. One of the chats had nothing to do with her but somehow she has taken over that as well. I am now concerned that she has my credit card information as well. If something happens to my credit card or identity theft etc.. I will take legal action! I want a manager to contact me right away.Still no response! I will be contacting ******/cc if this is not taken care of ASAP On Dec 5, 2024, at 10:15 AM, Scottangie *************************** wrote:Still waiting for a response.On Dec 4, 2024, at 5:52 AM, Scottangie *************************** wro

      Business Response

      Date: 01/06/2025

      Hello ***** and ******,
      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 

      Customer Answer

      Date: 01/15/2025

       
      Complaint: 22689429

      I am rejecting this response because: It's been 10 days and I have not received a refund as promised! Forever 21 continues to ignore the situation. I'm still waiting for my refund! 

      Sincerely,

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

    • Initial Complaint

      Date:12/13/2024

      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.
      On 3 separate occasions I ordered a pair of leggings. On all 3 occasions they sent me the wrong item. On the last occasion they misused shipping from my refund. That is unacceptable. Why should I have to pay 5.99 to retirn an item they sent me that was wrong

    • Initial Complaint

      Date:12/12/2024

      Type:Billing 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 purchased a shirt for my son and paid the bill. However, I received a call on 09/19/24, two months later, informing me that there was a late fee of $81.27. I explained that I had already paid the bill, and the representative told me that the payment was one day late. She offered to waive a portion of the late fee ($26.09) as a favor and also provide a $15.00 discount. She said that if I paid $40.18, my balance would be zero. I was upset but agreed to pay the amount to settle the balance. I confirmed with the representative that this would bring my account to zero and that I wouldn't owe anything else, to which she assured me everything was fine.However, on 12/12/24, I received another call from Forever, stating I had an overdue balance of $79.00. Upon asking for clarification, I was told it was a late fee and that I needed to pay it or they would note on my account that I was unwilling to pay. This is not my fault, as I already paid the late fee previously.I purchased only one shirt, costing less than $20, and ended up paying much more than that. The customer service, which is routed to *****, has been unhelpful, and I feel that they are not listening to my concerns.I kindly request that they adjust my account accordingly.

    • Initial Complaint

      Date:12/07/2024

      Type:Order 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.
      Im not liable for this debt with the original creditor with **** , I do not have a contract with *********** services. They did not provide me with the original contract as I requested.

      Business Response

      Date: 12/21/2024

      Hello,

      May you confirm is this complaint is concerning a Forever 21 apparel purchase? If yes, please provide the online order number or the in-store purchase receipt and the issue details. Your initial complaint mentions AT&T and we are not that company. 

      Thank you 

    • Initial Complaint

      Date:12/04/2024

      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 a Forever 21 order on 11/28/24. The items are Christmas gifts for my children. I received an order with wrong items. Nothing in the box is what I ordered. I called customer service, and the *** placed me on a very long hold. He then said I need to take a picture of what I received and email ************************************ I emailed them on 12/3/24. Received a response on 12/4/24 advising me to wait up to 4 days for a return label to come from *****. I will get a refund after they receive the package.This means I will not get what I ordered. This mens my kids will not have presents. Im a single parent looking for my money back as soon as possible, so Im looking for fairness. If I knew who ordered the items they sent me I would trade with that person. Is there anything you can do? They did not offer to send the items I ordered.I cant find their CEOs telephone number to complain and express dissatisfaction.

    • Initial Complaint

      Date:12/03/2024

      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.
      On 9.20.24 at 4:47pm I bought an active dress (item number ************) on sale 50% off for $14.99. I tried to return it on 11.22.24 and was told by the same cashier (also named *****) that it was past the return/refund date and they cannot even give store credit. She told me to look for another item in the store for the same price and, "as she has seen her manager commonly do before" do an even exchange somehow. I spent about an hour looking around for anything that might even fit me (which was the issue with the dress in the first place!) and finally went to the register. A different cashier was there and told me they couldn't do it and she apologized for the employee providing misinformation. Normally I wouldn't have even taken the time to file a complaint over $14.99, but with all the time I've already spent to try to resolve this issue, and the misinformation I've received, now I'd like my money back!

      Business Response

      Date: 12/21/2024

      Hello *****,

      Thank you for your patience in this matter. Your complaint has been forwarded to store *************************************************************************** with your purchase receipt. You should be contacted within 1-2 business days with an update on your issue. Since this was an item purchased in store, our store support will assist you in this matter.

      Thank you 

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair 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.
      Store hours on website and location state Monday-Friday ************ 11/26/24 I arrived at 7:54pm doors were already locked I called the main customer service line and they stated that they close 10 minutes before theyre closing time then their hours should be more clear and say its 10 to 7:50pm Employee saw me coming towards the door and locked it. Door states doors must be open during business hours. This is an inconvenience to me and other people trying to also get in the store. All I needed was an exchange

      Business Response

      Date: 12/21/2024

      Hello *****,
      Thank you for your patience. We sincerely apologize for this experience. We shared your statement concerning the store closing 10 minutes early. Thank you for bringing this to our attention. 
      Thank you 

      Customer Answer

      Date: 12/21/2024

       
      Complaint: 22610613

      I am rejecting this response because:

      there was no resolution, was the reply even read by BBB its a joke this business states DOORS MUST REMAIN OPEN DURING BUSINESS HOURS

      definitely a lawsuit 

      Sincerely,

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

    • Initial Complaint

      Date:12/02/2024

      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 purchased from Forever21 10/23/24 online for a pair of the Brown ******** Cargo Parachute Pants to be delivered to ************** in **************. Apparently they were delivered 10/31/24 and help there a month after their delivered date which according to customer service an email was sent the same day on 10/31/24. I have checked my trash folder, spam folder, and my inbox for an email from Forever21, **** and ***** and NOTHING. They're saying there's nothing that can be done since the item is now 'out of stock". I can't even find the color of the pants I paid for on the website. I have called the store itself, customer service for ************************ along with *** and **** and have gotten no where. Forever21 has basically given me a copy paste answer that they're sorry for the inconvenience and there's nothing they can do. The money was refunded and that was the only update I got regarding the pants. I don't want a refund, I want the pants that they had me waiting for a month for just for them to tell me they put my item on the floor for someone else to purchase because it was held at the store for a month.

      Business Response

      Date: 12/20/2024

      Hello ****, 

      It seems it was a true mistake your order item was placed on the sales floor and refunded. Sadly, the Wide-Leg Cargo Parachute Pants size small and color Carob, are sold out online. There are similar parachute pants on our site if you wish to review. Please accept this discount code on regular priced items if you place an online order: 

      Promotion code: CS30-NN2P9CG9WPVG

      Receive (CS30-NN2P9CG9WPVG) off your purchase in one single transaction before taxes. Applies to regular and sale price items. Offer available online/in-app only. To redeem online/in-app, you must be logged into your Forever 21 account with the email address where you received this offer, and enter the unique code provided at checkout. Discount code is non-transferable. One-time use only. Cannot be combined with any other offer (excluding shipping promotions). Excludes gift cards and e-gift cards. Discount not applicable to taxes, shipping or handling charges. In-store and online/in-app prices may vary. Applies to new purchases only. Forever 21 reserves the right to modify or cancel this promotion at any time without notice.

      Thank you

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

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