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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:10/03/2024

      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 September 28, 2024 my family visited Forever 21 at ***************. They wanted to try on clothes but the fitting room was closed even though it was supposed to be open according to the fitting room hours. We went up to the front and the "store manager" ****** advised that she would be back there to open it in a few minutes. We walked back to the fitting room and met with ***** (who had a black du-rag on her head) and she said the fitting room was closed with a whole bunch of attitude. We proceeded to tell her that the manager said she was opening it and she said well I don't know who told you that and that it was closed. She started getting even more attitude and became combative and belligerent. Now saying she was going to fight us. She then started arguing and swearing. At this point, the manager ****** was approached and she was just as rude as *****. She then apologized; however was making excuses for ***** saying well technically she was right and the fitting room was closed. ***** was not removed from the floor or anything and then matters escalated where ***** started yelling and telling us to eat a d**k and calling our deceased grandmother and grandfather out of their names. I contacted Forever ******************************************************************************** I visited the mall again today and the same girl ***** works there. These are the kind of people you employ? The kind of behavior that is acceptable? This is how you treat your customers? This experience was appalling and captured on video which will be posted since you don't care about what goes on in your stores.

    • Initial Complaint

      Date:09/26/2024

      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 placed an order August 23, 2024 and it says it was delivered on August 27, 3024 but I never got it. The picture of proof of delivery had several packages in it and I was unable to tell which package was mine or if one was even mine. I filed a claim with forever 21 September 21 and was told I would get a result within 7-10 business days. I called back and it was denied because the carrier said it was delivered. I only want my money back because there is no proof the package delivered was mine considering there were several packages in the delivery room. The customer service of ************************* is terrible and unethical. Both online and in person. They at least couldve offered to resend the items or find a resolution. But their goal is to just take your money. They dont even have what carrier they use. You can only track with their website so I couldnt even reach out to a carrier.

      Business Response

      Date: 10/03/2024

      Hello Tiffny,

      Thank you for your patience. We've made a one-time exception and refunded your order 8137346247 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:09/25/2024

      Type:Sales and Advertising 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.
      Unsure why the conversations you have with chat representatives are not allowed to be disclosed? You can save and use the chats for your own purposes, but the person you had this chat with can't?

    • Initial Complaint

      Date:09/17/2024

      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 number: ********** Order Date: 9/4/2024 Delivery Date: 9/7/2024 Order Total: $140.67 I never received the package, and this company has not been helpful in helping refund me. I also paid for 1-2 day shipping and for me to not receive the package has been very disappointing. Every time I call customer service, they tell me different days on how long I need to wait. I filed a claim with this company on 9/10/2024 and needed to wait 8-10 business days, but every time I call, they say I just opened the claim on that day and have to wait another 8-10 days. I had also asked for a callback from a supervisor on 9/10/2024 and still never received that callback. Just a very unprofessional company I want a refund so I can never do business here again.

      Business Response

      Date: 09/19/2024

      Hello Charnay, 

      Thank you for your patience. We've made a one-time exception and refunded your order ********** in full. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.

      Thank you 

    • Initial Complaint

      Date:09/06/2024

      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 sent the item back the same day it was received. It was to small for my daughter. I sent it back and it was back to them on the 29th of August . And they said the the refund would be back into my account in 3 to 7 day. And it still has not posted and now they are saying after the 11th of September. This company keeps changing when it will post be back in my account.

      Business Response

      Date: 09/16/2024

      Hello ******,

      Thank you for your patience in this matter. The refund for order ********** return was processed to the original form of payment on 9/6/2024. 

      Thank you

    • Initial Complaint

      Date:09/03/2024

      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 returned a ***** package to the location ************************************************. The young lady behind the counter said I would get an email return confirmation. I did not. I have reached out to this location on 4 separate occasions and each time I was told someone would get back to me. Today I spoke to a woman named ****** said she was the *** She advised that they cannot assist and will not review the cameras or doing anything to assist me. I want my money and at this point ***** will not refund me as the package is now more than 30 days late.

      Business Response

      Date: 09/09/2024

      Hello *****,

      We sincerely apologize for the inconvenience. May you please provide us with the 8-digit alphanumeric code included in your ***** email. The code begins with HR example HR5GF32K. Also, the email address connected to the ***** order and the date and approximate time you made the return instore. This information will us best to better assist you. 

      Thank you 

    • Initial Complaint

      Date:08/24/2024

      Type:Billing 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 was a day late paying my last payment on my credit card and now they want $63 as A penalty. And it seemed like as I was talking to their representative. He was still adding money to the amount I owed. The credit card was paid off. In July, I think they stated and since July 15th, they've added $63 to the penalty.

      Business Response

      Date: 09/02/2024

      Hello *****,

      Thank you for your patience in this matter. Concerning a Forever 21 Credit card, we suggest you reach out to ************* to further assist you in this matter. We do not have access to credit card information. 

      Forever 21 Credit Card ************** 

      Forever 21 **** Credit Card **************

      Thank you 

    • Initial Complaint

      Date:08/19/2024

      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.
      My order number is: **********. I made a purchase as a gift for family and friends but they were all incorrect sizes, so I proceeded to initiate a return so that I can repurchase the correct sizes. They received the return on March 12th but no refund was ever processed. *** contacted a F21 live chat representative several times and each and every time they always tell me theyre going to escalate my issue for a refund and I would receive a follow up in 3-5 business days via email, but yet, nothing is ever received by them. Its already been 5 months and Im tired of going back and forth for my refund

      Business Response

      Date: 09/09/2024

      Hello *****,

      Thank you for your patience in this matter. After careful research, we have received the return. We sincerely apologize for the delay. The order has been refunded in full. Please allow 3-5 business days for funds to post back onto the original form of payment. 

      Thank you 

    • Initial Complaint

      Date:08/13/2024

      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.
      Order ********** . This us ridiculous! They received the return 2 weeks ago. And no refund. I sent 4 items one of which had a stain. I sent everything back the day i received it here. See atrached. And they have a nerve to charge me return fees

      Business Response

      Date: 09/02/2024

      Hello *****,

      Thank you for your patience in this matter. We've issued the refund for the Seamed Denim Mini Skirt in the amount of $18.16 back to the original form of payment on 8/18/2024.

      Thank you 

    • Initial Complaint

      Date:08/10/2024

      Type:Customer Service 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 package was stolen and they said they are not liable!!! That was never disclosed to me as a customer. I will like my money back and to never order from this company again. All orders that come into my building are suppose to go inside of a locker box, *** did not do that and now Im suppose to be liable?! Thats ridiculous. They said they investigated but all they did was ask *** for delivery confirmation! I want my money back!

      Business Response

      Date: 09/09/2024

      Hello *******,

      Thank you for your patience in this matter. We do sympathize that your package was stolen as you stated. However, most merchants follow the process of not being liable for stolen merchandize. Also, merchants don't have customers read this and sign off on it up front before making their order. We do encourage customers to contact merchants if they would like to know about their lost or stolen orders procedure. If packages in your building are supposed to be placed inside of a box. Perhaps, at the time of the delivery none was available. We suggest always keep a close eye on the tracking information and retrieve your package as soon as it shows it was delivered or ask someone you trust to do so.

      We've made a one-time exception and issue a refund for your order **********. 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. Any further, lost or stolen reported packages will need to adhere to our policy. 

      Thank you 

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

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