Anonymous
map-marker Chicago, Illinois

DON'T DO IT! NEVER, EVER EXPERIENCED CUSTOMER SERVICE LIKE THEM

i placed an order on line on december 18, 2012 for $ 295.30 and got it pretty fast. the only things is that half an order merchandises were too small, double order, stuff missing... so i went to the store to get a refund back. in the store they said how i cant get my money back but instead they will give me the gift card so i can purchase things online. so, not having a choice and already pissed off since they kept repeating the same things over and over i took the gift card and placed an order online again. and after a few weeks of waiting i called them to check what happened with my order and they told me how they tried to deliver it but nobody was home and they shipped my order back to them. i told them how nobody tried to contact me regarding the order (ups guys) and they never left any note on the door that they were trying to deliver the packages and i was checking for the mail on a DAILY basis (and i also told them how i got first order i placed just fine) so, after the conversation with forever21 customer service they said when they scan the package in their warehouse they will send me confirmation email so i can decide if i want them to ship my order again or should they issue me the refund. i never got any email from them so i called again and again, no results. two month after, i called again to see what happened with my refund and they said how they issued me refund back on the gift card. they keep claiming how original payment was a gift card and they will issue the refund only on a gift card. the ORIGINAL payment was a CREDIT card with real money on it, not the gift card. now, i don't have an options but to buy from them again. they are forcing me to buy stuff that i don't want. after the experience with them i really don't want anything from this company BUT my money back. time i spend with dumb *** customer service i will never get back.if u don't want aggravation PLEASE stay away from forever21!!!
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Loss:
$177
FloridaAunt b
map-marker Fort Lauderdale, Florida

DO NOT BUY from FOREVER 21.com

My complaint is your no return policy which i did not see till i received these items that i ordered for my niece for christmas , thinking she could exchange at a store if they did not fit. Now I am being told not only can she not exchange them she cannot even return them as i took advantage of a 10% online coupon. Had a pop up or notice come up saying this was a total non returnable item when i went to pay i would not have done this order online and would have gone to a store. I called and was told so sorry,too bad. here is the return policy nowhere does it say using a promo code makes your entire order non returnablle! RETURNS & EXCHANGES The following Return Policy only applies to online purchases made through www.forever21.com. All store purchases may only be returned to Forever 21 Stores within the country of original purchase. Please contact your local store for Return Policy information. FINAL SALES: All sales of Gift cards, e-gift certificates, cosmetics, jewelry and items marked as Sale are final. FINAL SALE items cannot be returned for exchange, credit, or refunds. For all other items, to be eligible for an exchange, credit or refund as described below, the merchandise must be returned unworn with tags and sanitary liner (for swimwear) intact and must be accompanied by the original return form and customs documents (if applicable). Please note that refunds are only available for online purchases returned by mail. Holiday Return Policy. Returns are accepted within 60 days from the shipped date between November 1st, 2012 and December 21st, 2012 when mailed to our Online Returns address. Returns are accepted within 30 days from the shipped date when you bring your merchandise to any Forever 21, XXI Forever, Heritage1981, or Reference store located within the United States for an exchange or store credit only. At this time prepaid return labels are not available. Return shipping is non-refundable.
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Loss:
$75
Aryannah Zha
map-marker Toronto, Ontario

Long Shipping

I ordered something on Forever 21 and it hasn't come for a month. I've been waiting and i don't think they shipped to the right place. I hope it will come. This will be a waste of money if it doesn't come. I would just have to return it or change the address I'm getting mad because it wont come. I might forget about it because how long it takes for them to ship it. I don't know what to do please help me. I don't know what to do since it wont come. Thank you bye.I need help.
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Loss:
$45
Anonymous
map-marker Sacramento, California

Wouldn't not exchange with tags and receipts.

I received two leather jackets as a Christmas present from my boyfriend from Forever 21. We went in to our local store 6-8 weeks later, picked out two jackets that actually fit me (he bought the wrong sizes) and wanted to exchange them. No cash refund was ever asked, only store credit. The girl at the register informed us that I was stuck with two jackets that did not fit me. This has got to be highway robbery! Every store I've ever purchased from (way to many to count) has always at least accepted store credit. What is wrong with Forever 21 that they can not exchange unworn items. I will never shop here ever again!
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Loss:
$70
1 comment
Guest

Why should they take it? Their return policy states that you have 21 days to return or exchange the item.

You waited 42-56 days to return it. Maybe next time you should follow their return policy. If you decide not to return it within the time frame they give you, which is AMPLE time to return stuff, the end result is on you.

You need to pay attention to the store return policy instead of getting outraged when you wait double the time given to return items and they refuse to take the items back. Them not accepting the items isn't highway robery, it's them following a return policy that's displayed by the register, verbally given before you pay for your purchase, and even on the receipt.

Anonymous
map-marker Tulsa, Oklahoma

Woodland hills mall Forever 21.. You can't even return the *** they sell!!!

So I bought two shirts (I have never shopped there because I thought everything the sold was ***... Now I know for sure) I wanted to show to my husband and get his opinion. So I stood in line for 10-15 minutes (no biggie) got to the front and a nice gentleman was helping me out. I figured out why the line was so long when I got there... He was up front flirting the other young man who was also helping customers as a cashier... So he says do you know about our return policy? I said " no I don't"! So while trying to explain to me the return policy he and the other gentleman were going back and forth about the hangers and who's side they were on all the while giggling and slapping at each other. He said if you want to return them do not remove the tags. So I said, "ok don't remove the tags"? He said "yes". So I bring them home and show them to my husband. He and I liked a few and didn't like a couple, so I went to return the the following morning. At the store the manager his name rhymes with (Joshua Basole) was the rudest, flamboyant, and loudest "person" I have come across in a long.. LONG time. Was pointing his finger at me, bobbing and weaving his head, and then the other flamboyant, loud and rude (most likely his "close friend") cashier jumped in when I got as loud as the manager about the the return policy and how the other cashier was so distracted that he didn't tell me and gave me a shirt for free because he was flirting with the other guy, and just stuffed it in the bag ( I was going to just give that back to them). So then he calls Paul Blart the Mall Cop, after putting his hand in my face... Hahahahaha.... I waited for the Paul Blart to show up and then wouldn't you know it.... He was quite and attentive and a completely different person all together... So I will never shop there again... Oh and hey thanks for the free shirt!!!!
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Loss:
$25
Reason of review:
Not as described/ advertised
1 comment
Guest

It seems like you have a problem with *** people. Honestly?

I feel no sympathy for you.

The return policy is clearly there at the register AND on the back of the receipt. You kind of come across as a *** in your complaint, and if you acted with them how you portrayed yourself here, I don't blame them.

Anonymous
map-marker Winston Salem, North Carolina

I should NOT have to pay for an associate's mistake!

Well, I went into the four seasons Greensboro mall, and decided to go shopping in forever 21. They had a sale rack and on this rack I found 2 shirts that had been marked down. Now note that I have said that it was marked down. On the sale tag next to the original price and written in red was the new price. A shirt that was 22.80 was now 10.99 and a shirt that was 13.80 was now 6.99. I also bought earrings that were 4.00 but that was not marked down. Now when the associate wrung it up it came out to 42 dollars and some change, meaning that the orignal prices were wrung up. I pointed that out. She called the manager up. Apparently, the clothes were not to go out for another 2 days and some other associate had decided not to wait to put it out. So instead of just giving me my money back for the excess they gave me store credit. So yes I am pissed. I could have spent money on something else. I can't use that money anywhere else but at that store. An associate messed up and Forever 21 still benefits. But that's okay, I'll just make sure you don't get that 19.88 that was wrongfully charged to me. Only intended to spend 22 dollars and ended up paying double. And yes I still have the reciept to prove it.
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Loss:
$20
1 comment
Guest

lmao credit is credit... they already have your money regardless of you going back or not.

Abelardo Irl
map-marker Hong Kong, Hong Kong

A missing earing

I bought a pair of earings from Forever 21 in Causeway Bay, Hong Kong. I opened the bag after i got home. A earing is missing. Someone took the earings off the tag already. I tried to call the service line (2890-****). But the line is not available!!!!! I think a big company such as forever 21 should provide service line for costomers. besides, the cashier did not check the items with costomers. I dont know how a earing which is tagged could get missing. They need to check the service regularly, otherwise, they are going to lose more and more business.
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Loss:
$50
Anonymous

Not shipped as promised, Snail mail...

Received an email with shipping confirmation , after 24 hrs. got no results from tracking number, then noticed that my items were shipped 3 days later, shipping origin is 3hrs. far from my zip code but delivery will delay 3 days, wow!, tried to contact customer service with no results, sent an email with no response, I will not buy again, ordered for a birthday present , now I have to purchase with a local retailer , spent a long time choosing the selected items and by now I believe it was an error choosing forever21, will not recommend to my friends and family.
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Loss:
$68
1 comment
Andrea Ahw

How far in advance of the birthday did you purchase? Most businesses print shipping labels in advance of shipping for a next day or specific date carrier pickup.

You may get the confirmation email with a tracking number, but until the shipper receives and scans it in, you will see no activity. The shipping confirmation states this.

Never order anything from any online website that you need in less than 2 weeks, unless you plan to pay for overnight delivery. They probably have thousands of packages to ship daily.

A 3 day turnaround is not bad, regardless of the gotta have it yesterday mentality of people these days. If you need it that fast, then please, do them a favor and buy locally.

Anonymous
map-marker White Plains, New York

Rude customer service

I got an earring from Forever 21 at the Galleria in White Plains, which on reaching home I realised was broken. I went back to exchange it but they refused to do it, but on top of that the cash register person was ridiculously rude. While taking the card back, she said "Don't snatch the card back" which I wasnt even doing! I was stunned. I went and complained to the store manager and he dint seem to care about it either. Terrible customer service and very rude people at the White Plains, Galleria, New York shop. Never go there.
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Anonymous
map-marker Albany, New York

SICK AND TIRED OF BEING JUGDED AS A THIEF

NOT THE FIRST, BUT THE SECOND TIME NOW. WHILE AT YOUR CROSS GATE STORE (AT ON 05/04/2013 TIME BEING 3:40PM CASHIER ELIZABETH-118****)I FELT ONCE AGAIN TARGETED AS ONE WHO WOULD HELP HER SELF TO YOUR YOUR MERCHANDISE.I WAS FOLLOWED THROUGHOUT THE STORE AND MADE FELT TO FEEL TO FEEL EXTREMELY UNCOMFORTABLE, AS I DID THE FIRST TIME. I HAVE NOT RETURNED FOR QUITE SOME TIME WITH HOPES THAT IT WAS A FLUKE BUT REALIZED QUICKLY THAT IT WAS NOT, IF THIS IS THE NATURE YOU FEEL YOU NEED TO TREAT YOUR COSTUMERS I FEEL SAD FOR YOU... IT WILL NOT BE TOO LONG BEFORE YOU HAVE A LAWSUIT ON YOUR HANDS FOR THE DISCRIMINATION THAT WAS GIVEN TO ME THE LAST TWO TIMES I HAVE BEEN THERE, WEATHER IT BE THE COLOR OF MY SKIN OR THE WAY I DRESS OR WHATEVER DETERMINING FACTOR IT IS YOU USE TO CHOOSE TO TARGET YOUR TARGETS...
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Loss:
$50
2 comments
Guest

Seriously? You got mad because they were following you? Grow Up.

Guest

Maybe the guard was bored? OR you've been caught once and are known! :roll

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VirulentBliss
map-marker Fort Collins, Colorado

Horrendous Customer Service

On January 23rd, I made an order for some clothing for a couple upcoming events in my life. I receive a conformation email and wait for my package. When it doesn't show up two weeks later I decide to call customer service (who's number is obnoxiously hidden on the customer service page). When I finally (after 20 minutes or so of being on hold) talk to a customer service representative they tell me that my order had been canceled. I didn't receive any email about this. He told me to check my spam folder and it was not there either. They just inexplicably canceled my $210 order and didn't bother to inform me about it. I asked the representative why this happened and he said that they could not verify something about my payment information. I asked him what they couldn't verify and he couldn't tell me. So I ask him if there is anyway I can get those items back (since I had purchased them for a few specific events) and all he could offer me is that I would have to go through the website and put them back in my shopping bag. A couple days later, I finally have time to scroll through the website and put my items back in (this takes a frustrating hour or so) plus some others I find along the way. I go to check out with my card (thinking that I will finally be able to purchase my items) and I receive an error message saying that my billing address could not be verified and I need to call customer service. So, I patiently wait yet another 20 minutes to speak to a service representative. He tells me that there is nothing that Forever21 can do to resolve the issue and I need to speak with my bank. I tell him I used two different cards and that same error message popped up with both. He told me that I probably had the same banks and that is why the error was occurring with both so just call them. I tell him that this is incorrect and that the issue can't be with the banks because they are two completely separate cards from different companies. He proceeds to tell me that there is nothing he can do until I resolve the issue with the banks. So, in frustration, I call customer service and do indeed find out that I had a different billing address attached to my credit card than I thought I did. So I get it changed to match up with the billing address that I thought was on it and the one that is in Forever21's system. I try to complete the purchase using that card and the correct billing address and the SAME error message occurs at check out. So, in extreme frustration at this point, I wait yet another 20 minutes to speak to a customer representative. She tells me that the error is occurring because my billing address is blocked in the Forever21 system. None of the other customer service reps told me that it was blocked and one even led me to change my address with the bank so that it matches up to the BLOCKED billing address. Why is it blocked I ask? She tells me she doesn't know but sometimes it is fraud. So now both my cards that I can purchase the items with have a blocked billing address on them. I ask her how this can be fixed. She tells me she has to send an email to accounting and won't hear back from them until the next day. So, I say, is there anyway I can save these items so that I don't loose all of them YET AGAIN. She tells me I have to put them on my wish list. I ask her how long they will stay in my cart so I can just leave them in there. She tells me as long as possible but things may disappear as they are sold out. I tell her that would be EXTREMELY frustrating since I have already gone through this once. She tells me there is nothing she can do. So, I left them in my cart hoping for the best and patiently await an email informing me that my billing address has been unblocked.

The customer service representative that I last spoke with, Jerresha Burks, told me that she would send an email to accounting to unblock my address on February 8th, 2012. She told me that she would email me back when she recieved a notification from accounting that my email address was unblocked. Two days later (February 10th), I checked my cart and found that several of the items that I had added were already missing. So, I immediately emailed this customer representative to ask for an update on my request to have my address unblocked. Three days later, still have yet to recieve any sort of response from her or customer service (February 13th).

At this point, I don't see any reason to continue to keep trying to purchase items from this company. It has taken hours (Well, weeks really, since I have been TRYING to resolve this issue since January) of my time a lot of my patience to just try and BUY items from this company as a CUSTOMER. The customer service representatives have been nothing but unhelpful and sent me in all the wrong directions. From this whole experience the only thing that I can conclude is that this company simply does not care about its customers and is wholly unwilling to provide any sort of help to them.

I would not have tried so hard to purchase these items (totaling over $200) if I had not found them for specific events (like my college graduation coming in the spring). I found some perfect items for those events and didn't want to have to go shopping elsewhere for them. In a last ditch effort to accomplish this, I changed my billing address with the bank on one of my credit cards to my current shipping address and tried to check out that way. Only to find that my shipping address seems to be blocked as well! At this point, I refuse to waste anymore time and effort to try and purchase items from a company that clearly does not care in the slightest about trying to resolve my issue.

I have been a long time customer of Forever21 and up until now I have spent most of my clothing budget on Forever21 items (both in store and online). If you asked any of my friends what kind of clothing I wear, they would instantly respond: Forevever21! Because, in the past, I have loved your company and clothing so much. After the worst customer service experience of my life, though, I no longer look so favorably on Forever21. I am extremely disappointed with how I have been treated through all of this and will not return to purchase items from Forever21.

(Note: I sent this exact complaint to the company on February 13th, 2012. The next day, an automated message that said that the complaint would be sent to the "appropriate department" was sent to my email. It is now February 27th, 2012. I have yet to hear from the company, the representative that promised that she would email me when accounting had unblocked my addresses, or have my billing and shipping addresses unblocked. Secretly, I hoped that someone in the company would have an ounce of respect for their customers and would get back to me to solve my issues or simply apologize for the frustration that they have put me through. This obviously isn't the case. They seem like they are going to simply ignore me until I go away. Now, I will. There are plenty of competitors that will gladly accept my (and many of my friends') money like Wetseal, Alloy, Delias, Charlottle Russe, and Target.)

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1 comment
Guest

They are completely ridiculous. Whenever you call costumer service after they've cancelled your order, they never tell you everything, even if you ask.

I've been trying for three weeks now to buy a gift card for my sister, but they're constantly telling him that they can't verify my billing address (I sent them a screenshot of my bank statement, as asked, and now they're calling me they can't verify address because the credit card info is missing!!). Good lord, you'd think I was buying a house.

Pearlfern F
map-marker Eugene, Oregon

Order not yet shipped

I ordered my clothes from forever 21 last week on the 9 and it still hasn't been shipped. I'm leaving for my country early next week and expected to receive it by then.

It still hasn't been "shipped" as yet. I wonder how much more I will have to wait and I'm guessing I just spent 200 dollars for nothing! This is ridiculous. I called up customer service and they said they would ship it out today or tomorrow morning and it won't be here till like late next week.

This is ridiculous !!!!

I just want my stuff soon. They need to expedit the shipping for making me wait so long

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Loss:
$200
1 comment
Guest

THEY WILL NOT SHIP YOUR ORDER! They will continue to lie that it was shipped or misplaced in the warehouse, etc. DO NOT PURCHASE ANYTHING ONLINE at Forever21!!

RR Dki
map-marker South Lake Tahoe, California

Worst shopping experience at Forever 21

My daughter wanted to pick clothes from forever 21.com for her 13th Birthday and we shopped on Black Friday, Nov 23rd 2012 on forever21 website for the first ever time;. She was holding on to a gift card for a long time, so, she used that and charged the excess of $4 to our credit card?. We did second round of shopping on forever21?.com later that evening|. We got email order confirmations for both the orders|. There was no further email from them and today (11/28) we logged in to forever21,.com to check the status of the shipment and saw that the orders were cancelled?. We called customer service twice thinking there was a error ( Rudest set of folks I've ever talked to ) and they said it was declined as the security code of our credit card may have been incorrect. This is the same card we used online successfully on 11/23 on other retail websites. Assuming the code was wrong, we were not sure how the order went thru when we placed it and a confirmation email sent out to us???? The representative was anything but helpful with no intention of answering our questions. We asked to talk to the supervisor at which point she just disconnected! What makes this perplexing is if there was an issue with processing my order, how come we were never notified and we had to check on our own to find out??? And today when I asked the representative to reprocess the order, they declined saying they do not take orders on the phone, we need to shop on the website and that they would not honor the prices from last Friday. My daughter is extremely dejected and is planning to share this experience with her teen friends. In today's world of e commerce and competitive retail environment, forever21 company customer services and policies looks pitiful. I am not sure if someone in the management team is paying attention to these complaints.
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Anonymous
map-marker Raleigh, North Carolina

Forever21 return policy and customer service

I’m sure I am not the first person to say that the exchange policy in place in grossly unfair! After realizing I spent more than I should have, I immediately turned around and walked back in the store and waited in line to find out that they do not refund back to credit cards. Of course I asked to speak to a store mngr. I was disgusted to be told but what looked like an 18 year old punk rock looking KID that I could not have my money returned back to card. Disgusting! So the girl who rang me up should have told me that all sales were final because I didn’t want to have store credit! Great! This so called policy is absolutely ridiculous! These so called managers are unprofessional. I guess they only pay minimum wage and hire kids and the store reflects that 100%! Refusing to give customers THEIR money back on unused item with a receipt shows exactly what type of company were dealing with here! I would love to go on and on about the reasons why I will never be shopping at this store again and that I will be sure and tell everyone I know on every outlet I can think of but I'm sure they have heard it all before and make enough money robbing people that they really could care less. To make matters worse, no REAL store manager, no customer service but a ridiculous website. Who is in charge? Who is making these ridiculous policies? Who is hiring these kids? Who is watching them running around in the store having social hour, laughing and chatting. The place is a mess, the policies are unethical and I will NEVER go back again.
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Loss:
$97
1 comment
Guest

So basically you didn't monitor your spending, over spent, and got pissed when you could only get store credit. It's really not their fault that you didn't watch how much you spent.

Anonymous

Worst customer services to defer refund

I placed an order to Forever21.com in Nov 2012 and never received the goods. Their agent, Fedex, had confirmed that they had never delivered the goods and it was missing. But Forever 21 insisted no refund. Even I had signed their requested affidavit for 1.5 months, I still cannot get refund. I had contacted them many times by email and phone. After 2 months, they even told me that their record did not show that I had ever contacted them. I find it ridiculous F21 did not retain any records of my calls nor e-mails. Each and every time different reps request me to fill in the Affidavit again and again to avoid returning the money to me.
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Loss:
$22
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