ComplaintsforForever 21 aka F21 OpCo, LLC

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 refund

  Business response

  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 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6. 18 2024, I purchased some clothes online from Forever 21. The 3rd party shipper didn't deliver package. They PURPOSELY entered an EMPTY proof of delivery photo. They purposely put a fake spot on the delivery map. They lied and said that they delivered on Sunday at 8:08pm, when NO DELIVERY TRUCK ENTERED **************** that day. There are several fraudulent activities going on with the website. Firstly, it would not let me opt for in-store pickup, even though there is a store a mile from my house. So I was forced to use their 3rd party shipper unknowingly. When the shipper took over, it said it would deliver Friday. It didn't. EVERY TIME I checked my tracking a pop up would say: "DO YOU HAVE A GATE CODE ENTRANCE etc.?'I would say NO. EACH TIME. The reason they want that info is to determine whether or not there will be PROOF or witness that they entered the gate! When I said NO, they thought they could lie and blame a stolen package.Got a text at 8:08pm Sunday package delivered.Within 1 minute I was at my front porch and nothing was there. Went down to mailbox. Nothing there.Looked at blank delivery photo and saw it was blank.Called my front security gate. They told me No delivery trucks came. Called F21 this morning. ******** answers. She tells me she cannot do anything except refund my money. She can't investigate shipping BECAUSE ITS A DIFFERENT COMPANY. Chatted online w *********. she insisted that she have all of my information my email my full name my address and my phone number. I said the automated system said all you need is my email . She forced me to comply, holding my Forever 21 dresses ******.She also was useless. Said they would "investigate" the claim and I can contact THEM in 8-10 business day.s.. You know, July 11th she writes.Well, the Strange thing is that today, June 23 to July 11 is not 8-10 days.It's 18 DAYS. Hours later never got a confirmation email... Chatted ********* again, so she sent a fake confirmation.

  Business response

  07/03/2024

  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 you 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed a Forever 21 Order #**********. I received an email that my order was cancelled without explanation. I checked and saw the item I ordered was in stock so why was my order cancelled?

  Business response

  06/24/2024

  Hello ******,
  
  The Buy Online Pick-up In Store portion of your order was canceled because the item was no longer physically instore at the *********************************;**************************************************************;10704, **. We sincerely apologize for this incovenine. Please accept this promotion 30& code you may apply on your next order.
  
  CS30-VZ4VKDZ5N2GB
  
  Thank you 

  Customer response

  06/24/2024

   
  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

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received your Forever 21 return (order #: **********)On May 29 I received email saying they received my return It is now June 20 and still no refund. About 10 days ago I was on chat and the rep escalated this for refund, and I still have not received it. Very bad customer service and unprofessional. PLEASE REFUND MY CARD

  Business response

  06/23/2024

  Hello ****,
  
  Thank you for your patience. Your order ********** return items. The refund was issued back to the original form of payment on 6/20/2024 in the amount of $143.25. Please allow 3-5 business days for the funds to be posted back onto your original form of payment. 
  
  Thank you 

  Customer response

  06/24/2024

   
  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.
  Please close this complaint. It was resolved
  
  
   
  
  
  Business is Forever 21.
  
  
   
  Sincerely,
  
  ***************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Your Forever 21 return is on its way (order #: ********** My return was delivered May 29 It has been 12 days and no update about my refund.This company does not allow messages to be submitted. They only have a live chat or phone number which are both closed at night, which is when I am off work.Please refund me, your warehouse has forgotten to refund me after they processed my return.

  Business response

  06/23/2024

  Hello ****,
  
  Thank you for your patience. Your order ********** return items. The refund was issued back to the original form of payment on 6/20/2024 in the amount of $143.25. Please allow 3-5 business days for the funds to be posted back onto your original form of payment. 
  
  Thank you 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered three items online, and they never arrived or were shipped to the wrong location. I contacted forever 21 and they informed me that they would investigate the matter and reach out within 7 days with a resolution. they never reqched out, and upon me calling back after 7 days, they had no idea what i was talking about in regards to my missing package. They then informed me that they would be investigating the matter again, and to reach out to the shipping company ontrac. i reached out to ****** and they were unable or unwilling to help me and a vlaim i opened through them was seemingly ignored as i have heard nothing back. I called forever *************************************************************************************************** also, they had no answers for me at that point and are refusing to swnd me my replacement items or a refund

  Business response

  06/23/2024

  Hello ***,
  
  Thank you for your patience. Your order ********** placed on 3/5/24 and shipped via Ontrac on 3/6/24 was delivered on 03/08/24 at 1:10 PM. You contacted our customer service department and reported not receiving it. We filed a claim with the carrier, and they confirmed it was delivered correctly. To which you disagreed, and we disputed again with the carrier. You filed a chargeback claim via PayPal on 4/19/24 which was denied due to the carrier confirming delivery. We've made a one-time exception and refunded your order in good faith. Please allow 3-5 business days for the funds to post back onto your original form of payment. 
  
  Thank you 
  

  Customer response

  06/24/2024

   
  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,
  
  ***************

  Customer response

  07/01/2024

   
  Complaint: 21801696
  
  I am rejecting this response because: Hello, I submitted a claim against forever 21 and was told that I would get a refund within 5 days and it has been 7 days and still no refund.
  
  Sincerely,
  
  ***************

  Customer response

  07/15/2024

   
  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.
  hello, forever 21 finally gave me the refund, just thought i would update you if need be. thanks again for your help.
  
  Sincerely,
  
  ***************

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/02/24 Order total, ****** email: ********************** Order No. ********** ************ *****. They outsource their customer service to a call center in ***** who does not understand english. I have been trying to get them to understand one simple thing for 3 days and they cannot. I finally got through to them. I made a return and I got an email stating that I would receive my refund in 7 business days. I got this email on May 20th. IT has been 10 business days and no refund. Forever 21 is basically STEALING my money AND my items. They are double dipping me. They still have not processed a refund for me and tell me to keep waiting. This is a fast fashion company from ***** that doesn't understand English and scams their customers. I regret ever shopping there and I suggest you do the same because if there is one issue they will not help you and try to s**** you over.

  Business response

  06/23/2024

  Hello *****,
  Thank you for your patience. Your order ********** return items. The refund was issued back to the original form of payment on 6/23/2024 in the amount of $473.89. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.
  Thank you 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order # ********** email used for the order ******************** I paid for express shipping, and tried to resolve with customer service. They would refund my express shipping. Although, I clearly paid for it but they labeled it standard shipping.These items never made it to my house before I left on my trip. **************** was not helpful and very rude. I should not be treated like this. The picture that was emailed to confirm the delivery, confirmed the item was. not delivered. I have included all of the necessary screen shots.

  Business response

  06/23/2024

  Hello ****,

  Thank you for your patience. The express shipping cost on your order ********** has been refunded in the amount of $16.26. Please allow 3-5 business days for the funds to be posted back onto your original form of payment.

  Thank you 

  Customer response

  06/24/2024

   
  Complaint: 21760609
  
  I am rejecting this response because: That is not full amount of shipping. I had to pay extra for the expedited shipping 
  
  Sincerely,
  
  *******************

  Business response

  07/04/2024

  Hello ****,
  
  Your order ********** original total was $168.94, then a discount of $41.70 was deducted, left new balance at $127.24. The items tax was $11.13, Express shipping and handling was $14.95, and ship tax to your city was $1.31. This made your final balance $154.63. You can refer to your order confirmation email to verify these amounts. 
  
  We refunded the Express shipping and handling and ship tax to your city, refund amount of $16.26. 
  
  Thank you 

  Customer response

  07/08/2024

   
  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

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order online call customer services numerous time to let them know that I never recieved my order. I was given a run around and I and i send them the affidavit and by there email i will get a response with in ***************************************************** got email from them.

  Business response

  06/23/2024

  Hello **, 
  Thank you for your patience. Your order ********** was refunded on 5/8/2024 in the amount of $56.82. We sincerely apologize for the inconvenience.
  Thank you 

  Customer response

  06/24/2024

   
  Complaint: 21686773
  
  I am rejecting this response because: Its been frustrating dealing with company. ******** Services was one of the worst ever. They have the audacity to tell a customer if a read the fine print about the return fallacy. You can't even talk to someone in ***. This is one of the worst experince i have dealing with a company.
  
  Sincerely,
  
  ************

  Business response

  07/03/2024

  Hello **,
  
  Thank you for your feedback. We will utilize it to make internal improvements and avoid similar behavior.
  
  Thank you 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two pairs of shoes on March 29, 2024. I got an email May 6, 2024 that my order is ready for pick up, then around 7:47 got an email saying I picked up my order. The thing is, I was in bed ill the whole evening after I worked, and two, the store was closed. How would I have been able to pick up my order after hours?

  Business response

  06/24/2024

  Hello *****, 
  Thank you for your patience. Your order ********** was refunded on 5/11/2024 in the amount of $24.23. We sincerely apologize for the inconvenience.
  Thank you 

*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. ↩