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 Find Local Branches.

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

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• 

  Forever 21 aka F21 OpCo, LLC

  110 E 9th St #C910 Los Angeles, CA 90079-5404

• 

  Forever 21

  7000 Arundel Mills Cir G Hanover, MD 21076

• 

  Forever 21

  8200 Perry Hall Blvd # 1180 Nottingham, MD 21236-4023

• 

  Forever 21 aka F21 OpCo, LLC

  485 Arsenal St Watertown, MA 02472-5091

• 

  Forever 21

  1 Crossgates Mall Rd Albany, NY 12203-5367

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.

• Initial Complaint

  Date:04/15/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  I placed an order with Forever 21 on 4/7/2024 and received a completely incorrect order 4/15/2024. I contacted Forever 21 customer service 4/16/2024 and spoke with ***** to attempt to rectify the situation but she was not able to give me a reasonable accommodation. I understood I had to place a new order but the prices of the items I originally ordered had changed and the promo code I used was no longer valid. When I asked the customer service representative if she could fix this she said no, they are a retail store so prices change. She offered me a promo code but I still was paying MORE for a mistake THEY made. I would have been paying them for their mess up. She said a supervisor was not available, gave me a "take it or leave it attitude" and kept saying the "warehouse" couldn't do what I was asking for-the same warehouse that messed up in the first place. They took no accountability for the mistake and I'm sure they couldn't care less that I didn't receive the items I needed. Please beware placing orders with this company I have never had a retail store online/in person do something like this.

  Business Response

  Date: 04/15/2024

  
  Hello *****, 
  
  We apologize for the inconvenience. I located your order ********** made on 4/7/2024. Per the order memos, you called our customer service department on 4/15/2024 regarding receiving the wrong package. The agent submitted the request to issue you a *** Pre-paid label to allow you to return the wrong items. You should have received the label via email from *** today. Concerning your correct order of 5 items, it looks like your items received 50 % off at checkout. 

  Please apply this 50% discount code off your next order for the items: cs50-2R5XXVZ9XQSD 

  A few of the items are at a lower price before the checkout final price. 
  
  Thank you  

  Customer Answer

  Date: 04/19/2024

   
  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:03/27/2024

  Type:Service or Repair Issues
  Status:

  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 an order with forever 21 for the amount of $136.00 on March 7 2024 ontrac stated they delivered my item on March 12 2024 tracking number D10014959030780 photo was uploaded that was not my front door so forever 21 opened up an investigation on March 13 they advised to give it 8-10 business days which today March 27 would be the 10 business day, I called to get a status and they stated they need to open up another investigation to allow another 8-10 businesses day I stated to them that a resoulution should have been final already I provided photos and ****** map photos for there assistance and ** being asked to wait another 8-10 business days so they can open up another investigation this has been the worst customer service Ive witnessed all I wanted was a reshipment of my items and to move forward

  Business Response

  Date: 04/02/2024

  Hello *********, 
  Thank you for your patience in this matter. Per the tracking information your order ********** was delivered on 03/12/24 at 2:06 PM. Per the delivery images, the images match the shipping address. We extended a one-time extension and refunded your order. Please allow 3-5 business days for the refund to be posted back onto the original form of payment. 
  Thank you  

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  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.

  #1. Called store ahead to confirm exchange or store credit for items purchased the same store, that was a gift. Items new with regular priced tags. (The store is an hour away). An associate different store associate assisted this matter, then said exchange only (****).Many items selected, according to the associate, did not have my size (this was explained to ****). He then stated, sizes showed up available in the system, but they're still in the boxes in the back. It was confirmed that same styles I selected were available online. I asked if he would be able to order online and ship it to me? He replied, no I wish. Am I able to receive a store credit or gift card to order online? No I then canceled transaction, and asked associate what was helping me for her name, and to confirm (****) name. She refused. I asked a second time, she then stated "****"I've experienced a similar situation at another store, where the sizes are available in the system, then referred to a different store, to be told, "items are in the back still in boxes, come back another day". Unprofessional and the worst customer service. Leadership and policies need improvement.

  Business Response

  Date: 04/02/2024

  **************, 
  
  Thank you for your patience in this matter. Per our records you called our customer service department with this matter on 1/31/2024. Your store complaint was issued to the Northridge Fashion Center, a follow-up was requested to the store a few days later. Concerning your request for a $120 store credit due to this issues, we apologize but we cannot accommodate it. As of now, customers can only place online orders for themselves online to be shipped to them or for a pick-up in store request. In store inventory does change through the day. Our buying experience is similar to many competitors.  
  
  Thank you  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21463609
  
  I am rejecting this response because:

  1. This occured at ********* store. Was told by an associate on the phone that clothes can be exchanged but not refunded (an hour drive).

  2. **************** and professionalism has not been addressed. This has been experienced multiple times in stores and on phone with customer service. Was told by representatives: there's no corproate office and someone will reach out to you to address the situation, but never do.

  3. Frequently told that items aren't available in stock, but they are according to the inventory system. In addition, I've seen items available in store after being told: "there's no more, just order online". It's clear that the associates are lying and being lazy.

  4. When asking an associate for their name or if there's an issue with another associate, the response is: I can't give that information".

  Please advise and improve business practices.
  
  Sincerely,
  
  ************************

  Business Response

  Date: 06/24/2024

  Hello ****,
  
  Thank you for your patience. We sincerely apologize for this experience. We will share your feedback to make internal improvements with stock inventory and how to best assist customers when in ******* on items.
  
  Thank you 

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  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 made an order on forever 21 app on March 11 2024. Sometimes I will login in to track my package and it will say order not found then eventually I got a email saying my package will be delivered on a certain day I check multiple times to make sure then it says it will be delivered a day early. This was a birthday gift because they needed new clothes. The person knew they were receiving the package and were home at the time and alert. During the day they ask me at what time will the package will be delivered and I say what are you talking about it was already delivered My family member said it never arrived . SHe searched around the neighborhood in other buildings went to other floors and never found anything. One thing was confirmed that was where she lived. I contacted forever 21 and at first they were nice someone asked for my order #, my name, and my shipping address after that I got no response I tried contacting again and got another person he went straight to saying forever 21 is not responsible for lost packages and there is nothing he can do he won't help me. He didn't even guide me to another solution. The birthday is tomorrow it was suppose to be on time My order # was : **********

  Business Response

  Date: 03/25/2024

  Hello ******, 

  Thank you for your patience in this matter. I located the chat conversation made on 3/16/2024 at 6:10pm PST. The chat agent advised you to call our customer service team to report the not received order. Per our records, there was no second contact from yourself to our team. We made a one-time exception and refunded your order. Please allow 3-5 business days to receive the refund back onto the original form of payment. 

  Thank you  

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  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.

  On February 9, I placed an order online #**********. I used a gift card to complete the purchase and chose a gift card, (i.e., $32.29) in an amount that will pay the entire order in full (including delivery fees). When I made my purchase, I chose my items to be delivered to my home and the transaction was successful - $32.29 was charged to my gift card. However, on February 10, when I checked the status of my order, it stated that that my order needs to be picked up at the store and the order total was $24.74. On February 17, I called Forever 21 customer service hotline, representative ****** apologized for the technical error. Although my gift card was charged $32.29, the receipt stated $24.74 as the total because the order was delivered to the store instead. I addressed the problem with ******, she promised that $7.55 will be credited back into my gift card on February 19. The gift card balance is still showing a $0 balance. So, on March 9, I called Forever 21 customer service hotline, representative **** looked at the notes ****** documented and said she did not record down that $7.55 will be credited back into my gift card. **** also said they have no ************* gift card balance. Since **** was not able to resolve the issue, I asked him to escalate the case to a manager. He said no manager was available at that moment but promised that either ****** and **** (managers on duty) will call me back in 3 hours. After 48 hours of waiting, I finally received a call from Forever 21. But when I picked up and answered Hello, there was a dead silence for one minute. I knew it was Forever 21 because after the call, an automated survey was sent from Forever 21 via SMS.Finally, all I am asking for is what Forever 21 initially promised, (i.e., credit the $7.55 they charged my gift card by mistake due to a technical error). Second, report representatives ****** and **** for being deceitful and dishonest. The lack of integrity and transparency is concerning.

  Business Response

  Date: 06/24/2024

  Hello Harly,
  
  Thank you for your patience. May you please advise if you still need assistance in this matter. If you do, please provide the Gift Card number.
  
  Thank you 

  Customer Answer

  Date: 06/24/2024

  Dear sir/madam:

   

  The issue has been resolved. Thank you for stepping in.

  Best,

  Harly

   
  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:03/07/2024

  Type:Product Issues
  Status:

  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.

  I made a purchase from Forever 21 in February 18,2024. The item is a Sherpa jacket. The item was purchased at the Forever 21, located at *********************************. When I decided to wear the jacket I noticed the jacket sheds alot, and it had a hole in it, it seems the threading was comming loose. I couldnt even wear it at all. I decided to return the jacket back to the store I purchased it from on 3/6/24. Only to be told they can't take returns back due to they are closing that store by the end of month- March. There were no signs posted no where stating returns won't be accepted due to their fact. I was told to return the coat to their **** store. I went to the Forever 21, located at ******************************************************* the next day. When I got there I told the cashier the problem, she looking at me as if I had 2 heads, She called the supervisor- ******, that's the name he gave me. He looks at the jacket, nothing is absolutely wrong with it. I explained the reason of my return. The jacket is so woolly that we had to search the jacket again to show the damage. He looking at the jacket as if was a foreign object he never seen, than he going to ask if the jacket have the tags on it. She cashier said yes. He see the tags was pinned on label. He then states " oh because the tags were removed, I can't take it back" I asked him if he was serious, the tags were in the same position when I purchased the jacket originally. He than says " I can't take the jacket back damaged because I won't be able to sell it", But it was ok for me to purchased a damaged jacket. After going back and forth listening to what Forever 21 considers a poor choice of a supervisor comming up with all sorts of reasons as to why he didn't want to service me properly. As if Forever 21 don't have insurance on damaged items. I was within my 30 days of returns. He says I would take it back and give you credit. Why should I take credit?, I paid cash for a damaged shedding jacket! I want my money back.

  Business Response

  Date: 03/27/2024

  Hello *********, 

  Thank you for your patience in this matter. We sincerely apologize the jacket didnt work out due to the damage.  
  Please accept the below appeasement codes that total the amount you paid for the item, there is no need to return the jacket. 
  $10 code: CS10QQ5RSP9 
  $10 code: CS10QNXK44Y 
  $10 code: CS10QQ7X9GV 
  Receive (insert promo amount here) 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. The 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  

  Customer Answer

  Date: 03/28/2024

   
  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:03/04/2024

  Type:Service or Repair Issues
  Status:

  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 made a purchase of $67.11 on January of 2024 with Forever 21. Received a notification that a package was delivered late and when to check the package wasnt there anymore. Never rang the door **** as I live in a house and can easily go and see the package. We even have a notice to ring the doorbell for all deliveries. Filed a complaint with the delivering company the same day and called Forever 21 after the delivering company wasnt going to take any action. Forever 21s only solution was to call my bank and file a complain on the purchase since they dont have a insurance on delivered packages. The bank did a follow up with Forever 21 and they told the them that because the delivering company has said they delivered to Forever 21s standards the delivery was made. The bank ask me to call back forever 21 and when I did they wouldnt do anything either.

  Business Response

  Date: 06/24/2024

  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.
  Thank you 

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  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.

  Yesterday I witnessed your store manager kicking two young black ladies out for simply shopping. They were not stealing or causing any problems. However, she proceeded to contact the mall security and stated that shes going to refuse service. They simply ask her. Why are you refusing service and she said that she does not have to give a reason as to why she is refusing service. She just doesnt want them in the store, these two young ladies are young and black and that was very racist. I would no longer shop at this store. She proceeded to put other black women out of the store, but did not bother any of the fair customers she should be removed immediately.

  Business Response

  Date: 06/24/2024

  Hello ********,
  Thank you for your patience. We sincerely apologize for this experience. We shared your statement concerning the in-store incident you witnessed. Than you for bringing this to our attention. 
  Thank you 

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 #: 8135465265ORDER DATE: 11/30/2023 Paid: $438.14 Requested Refund multiple times with no response.Filled out and sent Affadavit multiple times and never received any response. Went through bank for a refund and forever 21 disputed the charge so it was reversed. My bank said I have to go through forever 21 for any type of refund at this point since they cant do anything on their end once the supplier says I did business with them by purchasing the stuff online. Contacted forever 21 February 12,2024 about the dispute and they told me I have to go through my bank since I filed a chargeback. When I stated my bank showed me they disputed it and I have to go through them they said since I contacted my bank they wont refund me even though the case is closed and they won my money back. My bank urged me to contact BBB since they saw all of the evidence and said unfortunately since I agreed to do business with them its out of their hands. I looked online and saw this is a regular occurrence for them. To scam people and not ship items purchased I ordered $438 worth of stuff (included size 7.5 snow boots) and got a claw clip and wrapped in bubble wrap. The photos of the delivery (I ordered 2 separate orders at the same time) shows the box isnt big enough for my shoes let alone a huge clothing order. I shouldve received a refund immediately or at any point once the evidence was shown. Live **************** said they arent allowed to do refunds at all when I contacted them numerous times. They told my bank they tried to contact me about it multiple times and failed to receive any affadavits from me. When it was the other way around I also have proof of emailing them multiple times the affadavit as I was confused why they werent responding or refunding me. They scammed me and are refusing to refund for a clear situation of not shipping my stuff in the first place. I have nothing but a claw clip for my entire order so they can mark the $438 shipment as delivered

  Business Response

  Date: 06/24/2024

  Hello ********,
  
  We sincerely apologize but we cannot further assist you in this matter. We suggest you contact your financial institution if you need further assistance.
  
  Thank you 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21282479
  
  I am rejecting this response because: They challenged the charge back from my financial institution and won. They sent multiple pages of legal contracts to my bank stating that: Me (the buyer) submitting a purchase online is a legal agreement to take my money regardless if they deliver anything or not. My bank was only allowed to refund if it was fraud ( if the one purchasing wasnt me. ) I cannot challenged the chargeback my bank told me and they can no longer open the case after the institution got their money back. They said they can see what happened with all of the evidence I sent and I clearly didnt get over $400 of the stuff I ordered. They stated they cant help with it and I would need to sue ********************** 21 at this point. When I contacted the store again they stated since I filed through my bank for a chargeback they closed any/all communication with me and refuse to give a refund at all now. They took my money and ran and closed all communication outlets and challenged my bank with a premade legal essay to the rights to keep it.  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/10/2024

  Type:Product Issues
  Status:

  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.

  Returned items to forever 21 and they only refunded me for one item. I disputed the rest with my bank and my bank reversed my claim stating that forever 21 is claiming they never received the return. I have proof that they received my return, Im not sure why my bank did not ask me for proof

  Business Response

  Date: 06/24/2024

  Hello ******,
  
  Please reply with your order number if you still need assistance in this matter.
  
  Thank you