The only reason I ever use Forever21.com is because my mall shut it down 5 years ago and replaced it with a HallMark store (stupid move, lol). Let me just say that Forever21.com can be really expensive. And there's always some sort of dumb limitation or condition with their sales, coupons etc. I've only ordered with free shipping over $50 once, but most times, Idon't spend that much and have to pay atleast $6 shipping. The clothes are to be expected, never anything fantastic. But the shipping though. Like, seriously? I live right here in the U.S. while their warehouse is right in L. A. and it still takes AT LEAST 11-14 days for my items to get to me. Come one now, I've had things like cheap $5 phone cases with free shipping from China come to me in less than a week. SMH. I placed an order the other day on 02/04/16, and it shipped on the 5th via FedEx (eye roll). I just checked the tracking and it's still at their freaking warehouse! It hasn't moved an inch! LOL All it says is "shipping label created", and status will update when package begins to travel... but the anticipated ship date was on the 5th though. But, it's not like expected anything faster... they always let my orders collect a little dust before it actually goes into so motion/transit... that's why I only shop for basics on there...

Most of my closet is F21, but am finally over being treated like they're doing me a favor letting me shop there. Problems in the past, but this did it. Bought sunglasses. Went to return a couple of days later with receipt. Never worn, with huge black plastic tag still attached. Was told I couldn't return because smaller price tag was missing. I told them it was never there, but refused to give store credit. I was in another store a few days later and noticed that about 40% of the glasses did not have the smaller price tag. I took photos and emailed them to customer service with my story. Oh my, they were so sorry about my negative experience, but could do nothing about it. I wouldn't give up, an they kept going on and on about how important their loyal customers are to them, but their hands were tied. I asked for a gift card for $7.00 as a symbolic gesture ( from a company that makes millions and millions of dollars) They then tried to compare their business to restaurant chains with locations owned by different people, and that their on line and in store businesses were completely separate. First of all, many chains like McDonald's are franchised, but this has absolutely nothing in common with their business model. It's a known fact they are owned by one family. Also, if they're so separate, why can I return things ordered online to the store?
Bottom line, they think they are too big to fail and will always be on top. There draconian policies will ruin them. History will prove them wrong, hopefully soon

My mom recently gave me a $50 MasterCard gift card and I also had in-store credit from Forever21 for $22.50. I went online and decided to finally spend my credit and picked out 4 items. My total came to $31.50 but after applying my credit, I only had to pay $8 for my things. They were running a promotion that day. Free shipping over $30. Since my total was $31.50 I applied for that promo. I picked standard shipping and put my info in and then placed my order. Not even 10 minutes later, I went back online and checked my order and I was charged around $32 even though I was really only supposed to pay $8. I checked to see why and I got charged $#*!ing $22.95 for next day shipping even though I never $#*!ing chose the option. I couldn't $#*!ing call customer support and cancel my order because they don't operate at 8:00 pm. I called the next day and they told me that there was nothing they could do because the order was already shipped. Then I asked if I could be refunded at least because I never chose that option and they told me that there was nothing they could.

Speaking as someone who never goes online shopping or shopping in general, I've had the worst experience online shopping with Forever 21 BY FAR. I found a dress I ordered for a premiere, and it cost me $46.96 - I paid for it, and for my shipping method I had asked to pick up the dress in store. I was given a tracking device number two days after I placed, and the carrier was Canada Post. After days of wondering where my item was, I went to check the tracking status and it said that my item was refused by the store and being sent back to the sender... Why? I called and asked and they said I put my home address as the stores address, I definitely didn't do that as I specifically chose the option "Pick up in Store". I ultimately asked for a refund and they said I would get the full amount back, I confirmed again "So I will be receiving $46.90 back? They said yes. Almost a month later, I got a deposit back into my account and it was only $33.60. So I called Forever 21 and asked why I was only getting this much back and they said because the item wasn't delivered and sent back, they don't refund the shipping fee. Again, I was told I would be getting the full refund and that I would have to contact Canada Post. I am so over this situation and Forever 21 overall. Such a stupid way of handling this whole $#*! show

I ordered a suit on Wednesday. Received an email the next day that the order was cancelled due to billing info not matching credit card info. Ok. Understandable. I place the order again that night but with "next day saver" and 20% off(mens20). SCORE! I am beyond excited to get this in by my anniversary (the following Thurs). So I wait till monday and check to see if it has shipped only to find it has been cancelled yet another time. WTF. So I call. I wait for a rep for 15 mins only for her to tell me the order was cancelled because they are out of stock of the navy jacket in size medium... ok. So I place an order for black. She tells me the subtotal and asks id I would like to apply any promo discounts. Yes please "mens20". She tells me that code expired yesterday and cannot be reapplied. Regardless. I ask for a supervisor and she tells me the same and refused to budge even though this issue was not my fault. I asked her several times for some sort of compensation for the inconvenience and she apologized for not being able to help due to "company policy". Due to this experience, regardless of any promotions going on or if they were GIVING clothes away, I wouldn't think twice about shopping with this company online or in store.

I placed my order on 29/5. After 1 week, I did't see any update for the delivery. I contacted them through the online chat, they asked me to wait for a few days more. After a few days I still haven't received the order, so I contacted them again and they still asked me to wait, so I emailed their shipper, they told me that Forever21 have never shipped the package, so I contacted Forever21 again, they asked me to wait until 15/6. But I still haven't received it after that, so I contacted them again, and they said the shipper didn't come to pickup the order and they will refund me. ARE YOU KIDDING ME? If your partnership didn't come to pick up the order, you don't do anything to fix it? If they didn't pick up the orders, you will be running out of business! For whatever reason they don't want to send me the product. THAT IS SO UNFAIR! Can anyone explain it to me? Is that because I used too many coupons? Or they wanted to scam some money for the cashflow? Never experienced that in my life. TERRIBLE COMPANY! I still haven't received refund, let see!

Forever 21 has really let me down and I'll never want to support them by buying their clothing again because of this. I had gotten their credit card and was supposed get it sent by mail but it never sent. They called me saying I have a late fee on my account and explained that I haven't gotten my card in the mail yet and didn't even tell me that I can just pay there and then. They said they will resend my card so I waited again. It still never sent in a week and so I called again. This time, my $44 fee turned into a $97 fee. I explained that I've called multiple times to get my card through and that this was not my fault. The guy on customer service pretty much told me it was my fault that I didn't just go to the store to figure it out but I was under the impression that they were going to send me the card normally and was planning to go to the store after calling them again. I was forced to pay this extra $53 of BS and cancelled my card after that. I've never experienced such unprofessional service from a clothing service especially when it was their fault for not getting my address right for some reason and never getting my card succesfully sent to me. Anyhow, I've learned my lesson too. I'll never accept any credit card from any shop even if has a big name and you'd expect them to get things right. This is the first time even looking up reviews for forever 21, and there's many horrible ones; for a reason.

On Wednesday, March 9,2016@ 11:49 a. M, I had the worst customer service experience ever during checkout. While waiting to be checked out, next in line, the cashier (Shontice, a male) checked out an individual ahead of me and proceeded to carry on a conversation while the line began building. After a few minutes of a conversation consisting of him troubleshooting curling his wig and what curling irons to use, the individual he helped turned around and said 'oh, you have a line!' and prepared to go however the cashier stated 'I know' looked over towards me and continued talking as if I hadn't been waiting. The lady stepped to the side and told him to take the next customer, he said next in line and proceeded to continue having a conversation with her while ringing me up. His customer service, or lack there of, was horrible; he paid me no attention, being more concerned with learning about how to curl his wig. I'm a faithful Forever 21 customer and have experienced subpar customer service but never this bad; I thought to put my clothes back, however, I drove all this way to experience a 'bigger' and 'better' Forever 21 only to be greeted with absolutely no customer service. I will never shop at Springfield Mall's Forever 21 because he has put a bad taste in my mouth for this particular store.

If I could give no stars I would I made an online purchase on May 6 today is June 21st and I still don't get my package it literally takes 40min to an hour for someone to answer once you tell them your issue I said I wanted my money back I filled out a stupid affidavit they put me on hold again for another 20min acting like they will help me I was put on hold again for an hour then I was hung up on by this Representative named Marcos he is no help this has been my third attempt in trying to get my money back and have not received it till this day I wish I had seen the reviews first before placing an order seems like a lot of people have been having this problem. TRASH company they keep your money don't buy from them i will report them to the BBB

Forever 21 does not have the best customer service, I recently ordered an item from their website and beforehand was told it would arrive in 4-9 business days. After transaction I was told it would be here in 4-9 days as expected. TWO DAYS later I received an email saying it had just been shipped and would arrive in 4-9 business days. That is a total of ELEVEN unexpected shipping days. As I needed this item for my graduation, you can understand how upset I must have been. I emailed them (from which they did not respond to my email at all) and called, learning that there was no way I could speed up shipping or return the item once it had been shipped. On top of all this, if I want to return the overpriced item that also has overpriced 3-5 day shipping (an extra $18.00. Of which Amazon offers OVERNIGHT SHIPPING for only $10 bucks.) I would have to pay out of my pocket the return shipping costs even if the item was damaged. In conclusion, I will not be using or buying from Forever 21 again, it is a disappointment to lose a customer but it is also a disappointment to recieve bad customer service. I do wish them the very best, and I hope they can afford more clarity in the future.

I'm a f21 shopper but what did they do to the website?, I hate going to the store because they really don't have lots of stuff now I can't shop online cuz how they made website sucks. And I will not step in to a store not organized, dirty, pack, bad customers service. BRING THE OLD WEBSITE BACK!

I am not a shopping online person but my husband getting lazy to take me to the mall so he told me to shop online LoL. I placed an order including some winter clothes and jewery. When i got the package, the package was in horrible condition. I open the package and realized that 3 items missing. I gave them a call and they told me to fill out affidavit form and sent to them. I filled it out and emailed them and they never reply back. I gave them another call and they told me to send in again. I sent in again and never heard from them. I gave them a third call and they said their investigation team need more time to investigate why those items went missing. I called them the 4th time and this time they said i stated the refund amount wrong on the form and tell me to send in a new form again with correct amount. I gave up and just dont contact them anymore. I just feel like they purposely give customer a hard time and dont want to refund money. Stay away when buying online stuff from them. Shopping in store is alright.

Normally I can't say enough about how much I love love love f21. Amazing prices and really amazing sales. But I recently bought a pair of the black skinny jeans from their basics line for my daughter, and the SMELL on them is DISGUSTING. I've run into this problem a LOT lately with black jeans and I'm getting tired of it. Whatever dye they are using has issues.

The jeans came out of the bag smelling like cat spray and burnt rubber. I tried airing them out, repeatedly washing them (all they did was stink up the rest of the load of laundry) and nothing worked. I even hit them with borax and I could see them getting so washed that the DYE was coming out in my TUB and they STILL reeked.

Took them back to forever 21 and the girl said they can't take items back that have this much wear. WEAR? Girl, she never wore them ONCE? Do you think I want my daughter smelling like burnt rubber and cat pee? Nooo. I washed them like 20 times but wore? Nope.

So just a word of caution: do NOT buy black jeans from forever 21.

I bought a bathing suit online which I wanted to return after it didn't fit right. A confirmation email was supposed to be sent to me after I purchased the item but was never even sent. I had all the tags and order information but Forever 21 would not let me exchange it just because I didn't receive an email I was supposed to receive. Sooo I talked to the manager and she gave me a wrong phone number for employees only. After that I got another phone number that didn't allow me to talk to anyone. Then I called another phone number and that number didn't work. On my 4th try calling I finally got someone to help me so i asked if they could tell me the email I used when I ordered to which they told me and it was my freakin correct email but like I said, I never received a confirmation email. Now I lost $50 all because they didnt send an email to me even though I put my information in correctly when purchasing. DO NOT BUY THEY STEEL MONEY