First time shopping at Forever 21 and i did it online. I purchased 10 summer Dresses with the intent i would likely return a few that i did not like. Turned out i needed to return 5. I went to the mall and they tell me i cant get a refund at the store. I would need to return through the mail to get my money back or i can get a store credit or exchange only! In fact she tells me company policy is they dont refund. PERIOD, but will if i send back through the mail! So they want to pay for courier fees and someone to process to give me my money... When i could save them that cost because i brought the product to the store! I ask her for the return instructions and she tells me i should have received a return label... I showed her everything that was in the package. No label. She pulls out a highlighter and highlights the number on the receipt for me to call about the missing label... ARE YOU KIDDING ME? This is the Manager to! I told them they purposly do this to keep my money by creating this inconvenience for people... i have no time for this... give me the creidt i tell her... She proceeds... then tells me that one dress is not their store brand and she can't take it back... i almost loose it... Credit me what you can... I need to leave... i tell her! Then i ask for the presedents name and she tells me its Mr Chan. And she wont give me his first name or contact... THIS PLACE IS VERY QUICK TO SELL YOU STUFF... BUT ZERO CUSTOMER SERVICE! Will use up this credit and NEVER shop here again!

I recently ordered on cyber Monday and when I got my order in the mail they didn't send in one of my products. I called in and since the wait time was 20-30 minutes I decided to place my number on the call list that was suggested hoping a representative would call back. THEY DIDN'T CALL BACK! So I attempted to call again the next day, waited the full wait time just to be handled by a representative that rushed me and didn't even cared to ask me for any questions until after they decided to refund me the discounted amount. Then when I had the chance to ask for the product to be sent because I really wanted this product, the representative told me they couldn't because it wasn't over $10. It was their mistake not mine and I shouldn't have to put up with that.

This wasn't my only experience, the first time I've ordered some panties and they gave me a shirt instead of one of the panties I ordered and then refused to give me anything but the discounted price. Again their mistake, not mine. I should have kept this XL shirt I wouldn't have worn but I decided it wasn't worth holding onto.

Overall, they don't care unless your product is up to par with their standards regardless of their countless mistakes. It's ridiculous. Just don't buy more than 2 products per order because they will most likely package it wrong and then push you off without being considerate about their faults.

The site and app has so many glitches there's too many to count. For one, they keep telling me there's items in my cart that are in high demand. So this banner pops up and the header and the banner alone take up like a third of my screen. Secondly, they never allow returns for your money back. Only store-credit. Which is always super annoying because the second you buy something at their store, they profit either way but you are left with no choice but to buy again from that store and a bunch of tacky yellow store-credit cards that look as cheap as the material they give you. It's just so discouraging to keep buying from them again because either one, I end up with clothes made of cheap-material that I only end up wearing once or three times in my life, or two, a whole bunch of those yellow cards that I never use because I'm so disappointed in the first place. Thirdly, they have terrible customer service. I bought heels from them once for prom. ONLINE. And what? I get heels with random yellow marks on them. Like how the hell does something like that get on something that's supposed to be new new. And I ordered it ONLINE. It's not like I bought it in store where they leave it around to get kicked around. I try and exchange it in-store for a size down (since it didn't fit) but they end up only having one pair of heels in my size. And guess what? They have even more yellow marks on them. I don't know how they got YELLOW marks on their shoes EVER. But what I'm even more disappointed in them about is that, when I ordered them online, they thought it'd be JUST FINE to sell their customers MARKED UP SHOES. Next thing you know, they think it's fine to just give online customers torn, ripped up clothing with makeup stains since they know their customers can't be there to choose or see what they're getting.

Just the other day I was wanting to place an order online because there were things I wanted that I was unable to locate in their store.
After making my selection and going to check out that is when things for me got super frustrating. I had put in my address of where I wanted my items shipped, and received a message saying the address I put in may be incorrect and items may not get to me in a timely manner. The site had come back with an alternative address which was the EXACT same address I had entered in exact same format. Then when adding my payment information to place my order it said "processing Order" I swear it said it for 15 or 20 minutes before I cancelled and tried again. I tried again and went through the exact same headache the second time around.
A couple of days later I tried placing the order again at which this time the order had gone through and provided an order number. About 5 minutes later I received an e-mail from them saying that my order was cancelled with no reason as to why. I contacted them and they stated that it could have been an issue with my payment and my bank not authorizing the transaction. I called my bank who stated that a payment attempt for this order was never even attempted and no funds were requested. After speaking with my bank I read the reviews and at the time there were only 177 5 star reviews and a total of 2 negative reviews which goes to show me that ordering online from this place is probably not a good idea and I am not going to compromise my personal information including my credit card information. If I want anything I will have to purchase in store. However the only reason the order was placed online was because they did not have these items in stock in store.

DO NOT ORDER FROM FOREVER 21

I convinced my friends that we should all get matching pj's for an upcoming girls trip. We ordered them on Feb 18th and my 3 friends received theirs Feb 25th. I checked my shipping info and it said my package was due to arrive Feb 26th, however, nothing came. The next day still nothing came. I check the shipping info again and it still said it was in transit, but there was no updated info since Feb 20th. So, I decided to send an order info request to Forever 21. The response I received was that my order had been returned and that I should call them. Once doing so, I was told that the shipper had returned it and they couldn't tell me why. It took them 10 days and an email from me to realize they never even sent my package! They acknowledged that it was their fault so they could ship the item again at no cost to me (duh it was never shipped the first time I paid), however, could not send my item to me express as per their policy. Additionally, they could not give me a gift card or discount code for their mistake. Also, once they reship the item I will need to call them again to receive the tracking information. This is absolutely the worst service I have ever received without even receiving my package! Basically, don't order from forever 21 unless you want to take non-matching photos with your friends all weekend long. X

Bought 8 items from this poor excuse of a company in September 17 2018, items were shipped to incorrect address...($#*! happens). Tried to do the correct thing and follow up with the customer service in October 5 2018. Explained to them that i didn't receive my items but tracking info showed that it was delivered. They advised me that they would have to process a claim with the shipping company and it would take 21 days for an answer. I called numerous amount of times to get an answer about the claim. November 29 received a bunch of garbage that they haven't heard from the shipping company about the claim, they stated that they would re-submit the claim and it will take another 21 days for an answer. I decided to let them go through their process and allow the 21 days to expire. December 18 2018 I called to get an update on the claim and still they proceed to tell me that they haven't heard anything. I decided to follow-up with the shipping company myself. I FIND OUT THAT THE SHIPPER MADE THE MISTAKE SHIPPED THE ITEMS TO THE WRONG ADDRESS AND PROCESSED A CLAIM FOR THE ITEMS TO FOREVER 21 ON SEPT 30 2018... THIS SAD EXCUSE OF A COMPANY RECEIVED THE CLAIM AND TODAY THEY REFUSE TO REFUND ME MY DAMN MONEY...

I spent $700 on clothes from them. I used a promo code which only took about $2 off each item. It took 2 whole weeks to ship to me. I wanted to return $75 worth of things and they wouldn't let me because of the promo code even though it didn't say anywhere on the website that it would be marked as final sale and I wouldn't be able to return it. I kept telling them I spent $700 and was a good customer but they wouldnt have it. They were very rude and inconsiderate. I even talked to JOSEPH M. (Wouldnt give me last name because he knew I would report him) who was the supervisor of customer service and he was extremely rude and kept interrupting me. These people do not know business. If you have a customer who spends a lot of money on their products, you should do what you can to keep their business and not throw it away. They wouldn't even consider giving me money back even after it took them twice as long to send me my clothes. DO NOT SHOP HERE. JOSEPH M IS A HORRIBLE CUSTOMER SERVICE SUPERVISOR. He wouldn't give me his last name because he knew I would report him. Even said so himself.

I received clothes that had loose buttons and dirt on one of them. A jacket did not fit properly around the arms and was tighter than on the model even though the one the model was wearing was smaller than what i ordered. So it should've been longer. KEEP IN MIND THAT EVEN THOUGH IT WAS FINAL SALE, A CHAT REPRESENTATIVE STATED I COULD RETURN THE ITEMS FOR A REFUND TOWARDS MY CREDIT CARD. I had to send them a photo of the skirt and the stain on it and make sure the tags were still attached. They replied saying something IS wrong with the items and even though they are final sale, I can return for a refund and then they gave me a free shipping label. Cool. A week after they received it, they state that they're unable to refund me because it's final sale. EVEN THOUGH THEY SENT ME AN EMAIL SAYING THAT IM QUALIFIED FOR A REFUND ANYWAY DUE TO THEM MESSING UP ON THEIR END SENDING ME DEFECTIVE ITEMS! Now they want to charge me to ship back the clothes or else they keep it and I get nothing from all of this! I had to take this up with my bank and ask for my money back from them. I sent forever21 screenshots of messages from their employees stating I can return the items. Still haven't heard back from them. Such scammers. Will never get my money again. Quick to take your money but you have to do 500 steps to get your money back and they still refuse to do so 99% of the time.

I made a purchase online last week that hasn't shipped. Their web site says they're waiting for pick up. The USPS web site says they're waiting for the package. "Ben" doesn't speak English very well, refused to do anything to track the package, and refused to let me speak to a supervisor when I requested it at least 5 times. First I would have to call back to speak to a supervisor, then they would have to call me back, then they were all in a meeting. I told him since they had the package and he couldn't tell me where it was, that I wanted the order cancelled. He refused. Don't bother, they'll steal your money and not deliver what you ordered. I sent an email to the web site, hoping for better results. Nothing about this is okay. If Amazon can put me on hold to contact the post office and find out where a package is, then have it delivered within 15 minutes, surely Forever 21 can put me on hold to place a phone call.

Please hire some customer service representatives that speak English and won't bore you with details about how they've been doing this for 2 years and are great at their job. So great they can't offer a basic level of customer service without telling paying customers that they're being unreasonable when asking where their orders are. Not okay!

Update: My order was placed on Thursday April 4, the shipping label was created on Saturday April 6, but Forever21 didn't give the package to the post office until Wednesday April 10. I fail to understand the delay. No one could explain it to me, and no one would let me speak with a supervisor. This is a recurring theme with Forever21. Don't bother ordering online. If you see something you absolutely must have, buy it in the store or pass on it. The only nice quality pieces are branded items. I've never had a problem in the store, all the employees at my local Forever 21 are very nice.

Never received this item and F21 said missing package is not their fault and hang up on me on my third follow up call after 30 days.

My daughter bought some things while she was out shopping with her cousin and ended up wanting to return a few items. I dropped her off at the entrance and let her go in by herself since there was no parking. She had the original receipt with her and the tags still on the clothing, so shouldn't have been a problem to get her cash back (she originally paid in cash since she is only 14 and has no credit card. Apparently the cashier was going to give her cash, told her the amount she would be receiving, and asked for her drivers license. Since she is only 14, she does not have a drivers license and told the cashier how old she was and that she didn't have a license or ID. Then, just because she was too young to have a license, she was instead given merchandise credit rather than cash. Let me remind you my daughter has never shopped at Forever 21 before this, and the only reason she did this time is because her cousin wanted to go in there. So, when she came back with the merchandise credit she was upset because she never shops there and knows that it will go to waste. So, I went in there to tell them this is unfair and she wants her money back, not in store credit. After over 15 minutes of the manager trying to figure out how to give the money back where the machine allows it, we discovered the only way was for them to ship us the money in the mail. They said it would be there in a few days, yet its been weeks and still no money. I am thankful for the help of the manager who tried their hardest to get it to work out, but seriously, that is ridiculous. It was a measly $20, I'm sure they have plenty of 20 dollar bills in there register that they could have easily pulled out and handed across the counter. Won't be shopping here again. The clothes themselves are cheaply made, the store is a ginormous pig pen with clothes thrown everywhere, not organized worth a flip, and now it's a nightmare to get the darn money when you return something. Seriously, don't even bother shopping here. Not worth it.

I made an online purchase of $105.64, the items did not fit and therefore were returned (at my expense) yet my credit card was refunded for a total of $73.22 ($32.42 was not reimbursed).

When calling the *******837 number, I was told, and repeatedly told, that the policy is that final sale items are not refundable, and that two of the four items ordered online were final sale items. When replying that I understand the no refund policy on final sale items, but assumed that an exchange or a store credit would be applied to my account, I was told that the policy is that final sale items are not refundable. Now how does one know when ordering online, even if the items are final sale, that the items are going to fit. And with a policy like that, one therefore gets stuck with items that don't fit, with not even a possibility of exchange or store credit.

The customer service representative did say that the two final sale items could gladly be resent at my own expense, items that don't fit. That just felt patronizing. And when asking to speak to a manager/supervisor, I was informed that the manager would be in touch with me but would only repeat the same thing she has just explained to me. Again I felt patronized, and not valued as a customer. The manager never did call me.

Customer satisfaction should always be a priority, and assuming that customer service is a priority for Forever 21, especially in an age of fierce competition with stores like American Eagle, Gap, Banana Republic, Aritzia, etc., one would hope for an exchange or store credit when an item purchased online does not fit, even a final sale item at that, especially that Forever 21 is cited as one of America's largest private companies with an annual revenue of 4.4 billion.

I will NEVER buy anything from Forever 21 again..

Received the wrong jacket, contacted customer service asked why I was given wrong jacket rep said he didn't care about good customer service.

This is a good store, except they have a branch in Riverside Plaza, Riverside California, with horrible customer service. The staff are rude, inconsiderate, lots of anger management problems, and only couple managers are good. It appears that few managers are abusing the employees and employees are therefore very rude to customers. It was a night mare to shop there with angry faces running around and ordering you what to do around the store. I called the management and no one cared to return a call. I called the supervisor and no one cared to return a call. I have shopped at this store in a different state for years and always best customer service. The staff in this location are simply extremely extremely rude. The managers or supervisors don't care. It is sad, because this is one of the bigger stores around in the area. There is another one in Moreno Valley mall with the best and nicest staff and managers ever. I believe due to a very rude customer service and very poor management and supervision, no one really likes to shop in this location, it is not busy at all compared to other locations. This location must have a supervision, investigation and evaluation. The shareholders and owners are losing money for what is happening there. I believe people I spoke to so far, simply didn't even care to return a call, how would they even care for the profitability of this store. Great store and too bad they are wasting few hundred thousands there under dysfunctional management and staff. This is a great brand, it deserves at least an average customer service. The area is a low income area, but they should not hire bad staff or abuse them mentally and psychologically to the point that they are super rude to customers ( if indeed that is the case). Anyhow, I keep post about bad service, till they notice it or care to notice. This is a worldwide brand, good name and should not be ruined by carelessness of supervision and management.

I'm feeling so bad to be writing this message, cause forever 21 used to be my favorite clothes store. I never had idea how bad the costumer service are until see this page. So, I bought online for the first (and last) time and than I supposed receive my order at the correct time, but the fact is that I never received my package, just the email. So I contact them and I need try to find a solution by myself calling the company they contract to deliver, that company was very nice and gave me all the support with a investigation, so in the end they were unable to find my package and told me to figure out with forever 21. So I asked my money back, they need fix it with me cause I bought from them, is not my problem how they gonna do to deliver to me. So I was certain that I'll have this situation fixed but they just did NOTHING, after million arguments they said that I need contact fedex etc and they were not responsible. My heart got broken with this terrible absurd, I felt robbed and after that is unacceptable for my virtue to keep shopping from them, online or store. Never imagine to be so dissatisfied and treated like insignificant for my favorite company (ex now). Be careful, FOREVER 21 is a big joke, don't lose your money, NEVER BUY ONLINE AND BE EXTRA CAREFUL IN THE STORE, ANY PROBLEM YOU WILL NEVER RECEIVE A SUPPORT FROM THEM CAUSE THEY JUST DONT CARE ABOUT YOU. DONT LET THEM STEAL YOU