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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:11/29/2024

      Type:Product 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.
      In August 2024 I placed an order with Forever21 #**********. It was handled through the Company ****** which never delivered the package. Upon filing a separate complaint with OnTrac through BBB (#********). The company responded on Nov 7, 2024. The company stated, following up with the drivers) for that route. Your investigation was completed, and we were unable to locate your package. Despite this confirmation, Forever 21 has refused to issue a refund for the undelivered goods. Over the past few months, I have made multiple attempts to contact your customer service team, but no resolution has been provided.This situation is unacceptable. I have paid for items I did not receive due to circumstances outside of my control, and it is both unethical and potentially unlawful for your company to refuse a refund under these conditions.

      Business Response

      Date: 12/02/2024

      Hello *******,

      Thank you for your patience. We've refunded your order in full. 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: 12/04/2024

       
      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:11/21/2024

      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.
      Order was marked as delivered by ****. Package was not anywhere on our porch or in mailbox as tracking stated. Contacted merchant immediately and was told to contact the carrier. Burden of lost or stolen packages should not be the customer's issue to research to start with. Carrier was contacted and insisted package was delivered, that this was not a mis-scan. Contacted the merchant again and essentially was told they weren't going to do anything to fix issue. Suggested I wait another several days (into next week) and that they would then file a missing package claim. Did not tell me that even after this stage I would receive a refund. Essentially out $64 for goods that were never received and merchant refuses to refund.

    • Initial Complaint

      Date:11/11/2024

      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.
      Order #: ********** Shipping address: ************************************************************************************************** denim jackets. My package took 8 business days to arrive. (Far longer than the 5 day shipping that I paid for). When opening my package, I realized the WRONG ITEM WAS SENT TO ME! Instead of 2 denim jackets, I received one leather jacket.I have gone to the store, contacted customer service via chat and phone and no one can help me. PLEASE PROVIDE A FULL REFUND!

      Business Response

      Date: 11/24/2024

      Hello *****,

      Thank you for your patience. We've refunded your order in full. 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:11/01/2024

      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.
      Place the order on October 18 based on their website, they advertised that standard shipping should be delivered within one to seven business days. Todays November 1 and I still do not have to package. I called and spoke with the company, but they refused to issue me a refund. Although the package is now being shown delivered to a random dock and was signed off by a random worker. Every time I call to ask Forever 21 for a refund, they keep reading the internal policies thats not listed on the website for bias to see. Every time I call back, they read off internal policies so they can extend the date. Ive called them 3+ times and every time Ive called back a different agent has read me a new policy while ending the conversation with you now have to wait X more days it is now on day 11 and I still do not have my refund nor do I have the package and Forever 21 is refusing to issue a refund. I will never in my entire life spend money with this company again. They take your money and then throw 1 million policies at you in hopes that you just give up. I went ahead and disputed the charge with my bank. And sent all supporting documentation showing that goods and services were never delivered as expected. Lets see them try to read policies to my bank. Lol.

      Business Response

      Date: 11/11/2024

      Hello ******,

      Thank you for your patience. We've refunded your order in full. 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:10/28/2024

      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.
      I purchased items from their online store and have been double charged. They told me that the first charge was a temporary charge that would release eventually. Meanwhile, I didn't have more then what I spent in on these items my bank and I'm going to start incurring overdraft fees which I don't feel I should pay since I was only anticipating spending $91, not a 182.When you call customer service, it is a complete run around and no one can tell you anything or do anything. When you're purchasing the items online, nowhere does it say they'll put ahold on your account? And then charge you as items become available.I need to speak with someone who can correct this as soon as possible.

      Business Response

      Date: 11/05/2024

      Hello ********,
      Thank you for your patience. Your order ********** was only charged once for the correct order amount and settled. If you have any further issues, please reach out to your financial institution. We sincerely apologize for any inconveneince. 
      Thank you 

    • Initial Complaint

      Date:10/21/2024

      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.
      On 10/8/2024, I placed an order for a sweatshirt and had it shipped to the local Forever 21 in ********, **. On 10/9/24 I received an email stating that my order had shipped and would arrive around 10/15/24 and the longest would be 5-7 business days. On 10/21/2024, I contact Forever 21 via chat and chatted with ****** and ***. Neither of them could help me. They refused to give me tracking information, reorder one for me, offer a replacement, nothing.

      Business Response

      Date: 11/05/2024

      Hello *******,

      Thank you for your patience. Your order ********** was refunded on 10/22/2024. We sincerely apologize for any inconvenience. 

      Thank you 

    • Initial Complaint

      Date:10/21/2024

      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.
      Placed an order under ********** on a Wednesday evening for in store pick up, as the item said it was available to be picked up in store. As of Friday, I never received any email saying the item was ready for pick up so I called the store and was continuously put on hold while the incompetent staff did nothing to assist me. They couldn't even locate my order and asked if my name was ***** and if I ordered a black jacket, which neither were true. The male associate said my order needed to be unpacked and put on the floor which made legit zero sense to me - how is my order available for store pick up, but its in a box in the backroom waiting to be unboxed? He then told me he couldn't even give me an estimate of when the order would be ready. How long are we supposed to wait for online pick up orders to be ready? I called the main customer service line and although the woman who answered the phone seemed helpful, she actually ended up doing nothing after telling me she would escalate my issue and I'd get an email Friday night saying my order was ready. It is now Monday and i've received no such email. I called customer service again today and was told the same lies about escalating it to the store and that order pick *** take 2-3 days ,which has already passed. This is my first time purchasing from forever21 in a long time and has sealed the deal for me. terrible company with even worse customer service, no wonder they've gone bankrupt and had to close a bunch of stores.

    • Initial Complaint

      Date:10/19/2024

      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.
      I placed an order (order # - **********) for 5 items on October 6th. When I received my delayed package and opened it - all 5 items we completely wrong (not what I ordered at all: hello ***** pajamas and sets). I asked to have my items replaced and they refused! Various representatives informed me that I would have to place a new order. This is horrible customer service; I did not make the mistake and they need to rectify the problem...which started in the factory!When attempting to replace the items in my cart, they were almost twice as much as I originally paid for them. A supervisor offered 30% off my next purchase - when I attempted to apply the code; the cost is still more than what I originally paid for them - (current total in my cart $82.90!!! )I informed Forever21 that the 30% off my original price of $53.89 is feasible, however, now I believe that I should receive a full refund along with my original items. I started my complaint via email on Monday (10/14) and now it's Saturday (10/19) and I am still waiting for a return shipment label from the company - I still want the items I paid for!!!!

      Business Response

      Date: 11/05/2024

      Hello Vee,
      Thank you for your patience. We've refunded your order ********** in full. 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:10/09/2024

      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.
      On 10/05/2024 I made a purchase with forever 21 , i paid cash and on 10/09/2024 I went to the store to make a return the item i purchased on 10/05/2024 but was told i couldn't get my original payment in cash and was told i can only get store credit but i call customer service and they told me they only help with online orders so i lost out of 40 dollars in cash and they stated thats there policy.

    • Initial Complaint

      Date:10/04/2024

      Type:Product 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.
      I went to a Forever 21 on 9/26/24 at a local mall. I seen a rack of some cool men's t-shirts. It was a type of heavy fabric (not cotton) They was on clearance for ***** each I got 4 in diffrent colors. I tried them on and they fit perfect XXL. It's now a week later and I wore all 4 shirts I got that day. I followed the instructions on the label of the shirt that said cold wash only and mid heat on tumble dry. I tried to wear one of the shirts and each shirt shrunk a full size 1/2. I looked online at the reviews of the shirt on Forever 21 and it seems almost every one had the same issue after following the exact directions on the label to wash. That's ***** + Tax gone because I can't lose that much weight to get into what would be considered now a large shirt now. I'm hoping since i spent this much money I can return or get at least half credit since the instructions to wash are wrong. I would go to the store but since it was clearance all sales are final.

      Business Response

      Date: 10/07/2024

      Hello *******,

      Thank you for contacting us! I am sorry to hear about your recent shopping experience at our store 0136, **********. Your issue and store receipt have been escalated to our upper management for review. Please accept our apology, and we look forward to providing you with better service in the future.

      Thank you

      Customer Answer

      Date: 10/07/2024

       
      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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