Womens Clothing
Forever 21 aka F21 OpCo, LLCHeadquarters
This business is NOT BBB Accredited.
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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
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 ComplaintThe 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:08/07/2024
Type:Order IssuesStatus: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 ordered on the forever 21 two items with pick up option to pick up the next day. Payment transaction went through. They took my money but didnt send me no order information. I went to purchased tab on the app and says its empty. They scammed me. I just want my order that I payed for, those clothes are in the store I just want to pick it up. I dont want them to refund me so they can make sure the sale is over and make me pay full price for the items instead of using the deal they put up.Business Response
Date: 09/02/2024
Hello *******,
Thank you for your patience in this matter. We reviewed our records and we're unable to locate any other recent transaction other than your 8/7/2024 order **********. If you have any other questions or concerns, please reach out to our customer service department.
Thank youInitial Complaint
Date:08/05/2024
Type:Service or Repair IssuesStatus: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 notified F21 customer service that my address was entered incorrectly. I informed them that my personal information, including payment, address, tracking and shipping has now been compromised and asked that they cease communication to that email for my order. The response was that they are acknowledging the error however since I made the mistake they will continue to send my updates to the incorrect email address. This allows a third party continuous access to my information. I advised the representative that I will file a bbb report and he resolved that they are not responsible because I entered the incorrect email when I ordered. However it is 100% F21 responsibility to acknowledge and cease this kind of activity. I never blamed them for my initial mistake nor did I ever give them a hard time about not being able to forward to my correct email address. But to continue sharing my personal information with a stranger is just too much and puts me at risk for fraud or maybe even a stalker. He did not even offer to cancel it until I mentioned the BBB several times. The order are for guests at my birthday which is in two days and I paid express shipping so canceling does not benefit me, especially when it is an easy fix to cease communication to a known incorrect email address.Business Response
Date: 08/13/2024
Hello ******,
May you please provide your order number to best assist you, we were unable to locate one under the email this case was submitted.Thank you
Initial Complaint
Date:07/29/2024
Type:Delivery IssuesStatus: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.
Order #********** was missing 2 hoodies, but i was still charged. i want my 2 hoodies sent immediately. i have wasted gas driving to the mall and not even told it was not there, it said it was ready. you are being deceptive.Business Response
Date: 08/13/2024
Hello ****,
We apologize both Fleece Mineral Wash Cropped Hoodie were out of stock in store. Your order ********** total was adjust and both hoodies were not charged. We've issued a $10 refund on your order due to this inconvenience.
Thank youInitial Complaint
Date:07/24/2024
Type:Service or Repair IssuesStatus: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 returned an order a month ago, it was only supposed to take only 9days to get my refund processed it is now a month I have contacted forever21 customer service 5 times they tell me they dont know why the never processed the refund since they received it a month ago but they are going to scalate and I need to wait 1-2 days this is every time I reach out to them and when I ask for a supervisor they denied me speaking to one Im always told that there is no supervisor working and they literally close the chat. Here are screenshots of two different days were I was denied talking to a supervisorBusiness Response
Date: 07/29/2024
Hello ******,
Thank you for your patience. Per our records, your order ********** a refund was issued on 7/25/2024 in the amount of $545.00. Please allow 2-5 business days for the amount to post back onto the original form of payment.
Thank youInitial Complaint
Date:07/22/2024
Type:Product IssuesStatus: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.
Hello, I received a damaged item with my order and called in for next steps. The representative I spoke with over the phone advised that I could discard the damaged item after taking a picture and submitting it to their claims department as I did not have space to store it. I am not being told I must return this gigantic, damaged item that I no longer have. The issue is I was sold a damaged item that was most likely a damaged return because the company included a patch for the hole which still did not work. What company sells damaged items for customers to patch together themselves? Such a disgrace. This was a gift which also arrived late. Please issue a refund for $31.94 for this damaged item.Business Response
Date: 07/23/2024
Hello Ebony,
Thank you for your patience in this matter. We've issued a refund for the damaged Hello Kitty ******* Pool Float in the amount of $31.94. Please allow 3-5 business days for this amount to reflect on the original form of payment.
Thank you
Customer Answer
Date: 07/23/2024
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,
Ebony FraInitial Complaint
Date:07/17/2024
Type:Billing IssuesStatus: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.
Paid off my credit card in may and found out today that I am past due because of a $9 late fee that was added after and now turned into $45 being owed. I was unaware of the fee due to thinking the total included the late fee. Im enrolled in paperless billing but didnt get notified till they called me today. Now I have points on my credit score and had to close the accountBusiness Response
Date: 07/17/2024
Hello *******,
We sincerely apologize for the 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 the late fee.
*************************************************************
Thank youInitial Complaint
Date:07/17/2024
Type:Product IssuesStatus: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.
The package was delivered and left outside on my front door step early in the afternoon. When I called forever 21 to let them know that there was no package when I got home, they continued to tell me that they had confirmation that the item was delivered. I didn't receive anything. When I got home there was no package left on the steps. When I called to put in a claim they told me I had to wait a few days because maybe it was not "delivered". I waited then I called them back to tell them I still don't have the item and they offered me no resolution. They said since the item shows as delivered there is nothing they can do. I do not have any clothes nor did they offer me any type of credit or a refund. I originally requested to have the items picked up at store but they said that option was not available. I just want to get a refund for the items that I did not receive !!Business Response
Date: 07/17/2024
Hello ********,
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. We apologize for the inconvenience.
Thank youCustomer Answer
Date: 07/19/2024
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:07/09/2024
Type:Delivery IssuesStatus: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 the order #********** on 6/24 and got a notification that it shipped on 6/25 however F21 never gave the package to the shipper. They just created a label and tracking number which still today shows that *** has not received the package (see *** tracking number: 1ZC6W9790314074764). Because I still wanted the items and the sale was ending, I re-placed the order (new order #: **********) on 7/7 in hopes the other one would cancel and refund. But now the NEW order (order #: **********) is saying it is shipped but F21 is again not turning the package over to *** (new tracking number: 1ZC6W9790314447932). They are taking my money and creating labels and not shipping the product.Business Response
Date: 07/18/2024
Hello Peace,
Thank you for your patience in this matter. Your order ********** was refunded in full on 7/11/2024. Your order ********** was delivered on Tuesday, 7/16/2024 at 3:49 P.M.
Thank youInitial Complaint
Date:07/06/2024
Type:Product IssuesStatus: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 July 3, 2024, I made an in-app purchase for store pick-up and I never received a confirmation email nor can the store find my order. On the help section on the Forever 21 App, it states that it takes 1-2 days for you to receive a confirmation email and I have yet to receive one on this 3rd day of ordering. I used the direct Forever 21 App to make this purchase which had/gave the payment options of credit/Debit, Klarna, and ApplePay. However, I selected the option to ApplePay from my cash app **** card ending in 6093. I spoke with a rude representative named *****, who refused to connect me with a supervisor. I proceeded to call back and was connected with 2 different supervisors who explained to me saying it was something called a "Ghost Order" and that's why it couldn't be found and there was nothing they could do about it. Also, there is no one I can talk to about it and it can take up to 7 days to figure out where it is or to refund me. The entire company is fraudulent and they often falsely advertise sale information. They were advertising a 40% off online and store-wide sale but when you go inside the pricing is different and not on sale. If I didn't have the app to price compare, I would have paid full price and was also denied the use if my 20% off coupon from my app on July 4, 2024, at the *******, IL *********** location. It's been 3 days since I placed this order and it can't be found also, no one to talk to to resolve this issue and I feel like Forever ********************* and many others. And I also contacted my bank which also sees the transaction is pending from the Merchant- Forever 21 behalf. Sadly, nothing was offered for the inconvenience that was caused Forever21 .Business Response
Date: 07/16/2024
Hello *******,
Thank you for your patience in this matter. Upon research, we did locate an order attempt made on 7/3/24 3:01:34 pm PST in the amount of $49.08 for 6 items to be Pick Up In Store at 2 different locations. The pending transaction should have been removed from your account by now, they only show pending between 3-5 business days with most financial institutions.
The items show to have been 5 Items to be shipped to:
Water Tower
************************************* #**** & 7025
******* IL 60611Paisley Print Mini Dress ************** - Adjustment 40% Off Everything!
Cropped Paisley Print Denim Jacket ************** - Adjustment 40% Off Everything!
Rose Gator Hair Clip ************** - Adjustment 40% Off Everything!
Heart Frame Sunglasses ************** - ****************** Time! 50% Off!
Square Frame Sunglasses ************** - ****************** Time! 50% Off!
1 item to be shipped to:
*****************************
****************************************************-7
**********************Bandana Print Denim Mini Skirt ************** - Adjustment 40% Off Everything!
To this order you applied the 20% off coupon code: APPMVP20 which brought your order down to $49.08.
We sincerely apologize the order did not process. We would like to extend a 40% discount code to you which you may apply onto your next online order. If you would like to accept the coupon code, please confirm if we may email it to the same email this order was attempted to be placed under.
Thank youInitial Complaint
Date:06/28/2024
Type:Product IssuesStatus: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.
Made purchase with forever 21online on 6/9. Return items by ***** Online shows forever 21has received items returned. I havent received refund. I chatted on the website with ****** on this past Tuesday. And said refund was issued? I have not received refund. I asked her how come forever 21dud not send email confirmation? She just said her chat is reassuring. I have called earlier and the guy who always answers the phone does not say hello forver21 he just said hello . I prefer not to call due to same person answering the phone and unpleasant experience. He spoke over me multiple times and made unpleasant comment to me . I did asked to speak with supervisor, he said one is not available and would call me back . This has not happened. This is in reference to order # **********.Call bck would be appropriate with refundBusiness Response
Date: 07/03/2024
Hello ********,
Thank you for your patience. Your order ********** return items were refunded back onto the original form of payment on 6/19/2024. Once processed, it typically takes thereafter 3-5 business days to show on the account. We apologize for the inconvenience this caused you.
Thank you
Forever 21 aka F21 OpCo, LLC is NOT a BBB Accredited Business.
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