I am so tired of ordering stuff online from Forever 21. When they don't have an item that you ordered they will send you a similar item and then make YOU pay the shipping cost for their mistake to send it back and get the correct item. This is the second time they have done this and I am so sick of it. How hard is it to just send the customer an email saying "sorry, we no longer have this item in stock we have refunded your money"? Why send the wrong item at all? It's such a waste of time.

I love the clothes at forever 21, HOWEVER I will NOT be purchasing from them again. They are an extremely disappointing company.
1. The return policy is absolutely RIDICULOUS
2. If you have to return something, be prepared for a complete nightmare, including NOT getting your full refund when you finally receive one. When I called them out on being shorted a refund they said that they would put in a request to do so, HOWEVER they couldn't tell me what items weren't processed initially or how much it would be - that makes no sense.
3. Customer service is terrible 99% of the time
4. If you're upset and try to express that to customer service, they will not care.
5. I also tried to express my concerns via Instagram, and nobody bothered reaching out to me.

Forever 21 is a selfish, deceiving company and I refuse to promote them any longer.

I placed an online order. I received an email stating my package was delivered. I contacted Fedex, they mad an investigation and didn't find the package. They told me that they contacted the carrier to file a claim. I didn't receive any package and nobody helped me to take my money back. I contacted forever 21 customer service via phone more than 10 times, they hang on my face every time and refuse to let me talk to any manager. They have no respect for any costumer, and they have no honesty. I will never buy anything from forever 21 online. This is THE WORST CUSTOMER SERVICE!

My daughter loves this store. For Christmas she out over 350.00 worth of items in her cart. To her surprise I purchased them for a Christmas gift. When I received my purchase it was all thrown in one box. Keep in mind lots of makeup and hair products were purchased with this order. The makeup in the compact was basically dust when it got to me. The hair products looked liked it had been opened and used, the bottle was half full. I contacted customer service and did exactly as they told me. Email a picture of the products, so I did. They email me back the pictures are not good enough, email us betters pictures showing the product was ruined. So I did. They were suppose to send me more product. They never did and no one has contacted me back and when I call no one well address the issue. I'm sad my daughter loves this store as do most girls and they cant even make good on a promise or replace broken items. I guess we will need to find another store with better customer service.

Forever 21 has the WORST customer service of any online retailer I have ever encountered! When they are at fault (I received damaged and incorrect items) they do not replace the items for free. They expect you to pay for items again and pay to return them to the company before receiving a credit. It is impossible to talk to someone who speaks clear English, you cannot speak with a manager, and you will spend HOURS of your life on hold. If you enter in your number for a call back, they will not call you back. This has happened three times now!

I buy a lot of items from F21s website. A lot of the times, I'm very happy with what I receive. HOWEVER, I have received items that are far off the size it says it is. For example, I bought jeans and bought my waist size but when I received them, they were 3 sizes bigger! It's final sale so I can't return it but I ripped off. I didn't get what I ordered, yet I'm stuck with it. They need to improve on their sizing. Also, their website sometimes doesn't work when you try to do a review. Nothing happens with you hit "submit"... maybe that's why some items don't have any reviews, cause it's so hard to leave them.

I ordered a package that costs about $55 and it never came while my sister who ordered the same thing got her package within 2 days. Now that's fine and all but when I called them a week later after my purchase date they directed me to usps. I called usps who said that they printed a shipping label but never actually got the package. I called forever 21 who appointed me to usps again saying the package left the warehouse. So I called usps again they said they don't have it. I called forever 21 again who then sent me an affidavit to fill out so they can "investigate". I filled it out right away waited a week. I never got confirmation that they even got my affidavit nor did they tell me what was going on. I called again they said they received my affidavit and that it was approved they just never informed me about the process at all and the lady said I would get a refund within 24 hours. I never got my refund so I called again after 3 days they told me I have to wait a whole billing period (a month) to get my money. Which is bs if a returned package takes a week to refund this should not take a month when they already finish investigating. Anyway never got my refund even though I kept calling (which every call wait time is about 20-30 minutes plus the time it takes to explain the situation another 10 minutes plus useless answers and attitude from the person). I had to call my bank to resolve this because forever 21 sucks.

Placed 3 orders within a week. The second order was missing two items and after paying for overnight shipping for the third, it has not arrived. When calling customer service, there was a 30 minute hold! In order to receive my 5-7 day refund, I have to print, complete and return and entire page affidavit! Before processing my refund for returning my overnight shipping charge, I also must wait for the package to arrive! Horrible company, Terrible customer service! Probably faster to dispute it with my bank then wait for service that will probably not even occur! Zero stars- never shopping here again

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 bought several items from the store and I wanted to exchange a couple of things but apparently this was not possible because they don't exchange or return items on sale. This was not written on the receipt or even told during my purchase! How should someone know that without it being clear. I even send my complaint via their website and their response was "sorry we can't do anything because these are our guidelines". Yeah guidelines that you know because you work in the place but you have to declare these policies! Really dissatisfied with the service!

Quit possibly the worst customer service I've ever experienced. I placed an order last Friday and it was set to ship within 24 hours, to be received within 2-6 business days. Its now Wednesday and it has not shipped and I will not be getting my order until next week. When I called to inquire where my order was, because I need it within a certain time frame, 'James' let me know that I won't get my order in time. He really didn't seem to care and informed me how to make my return since I won't get it on time. I asked if he could expedite this so I can get it in time and he said no I can't I need to follow the warehouse protocol since you paid for standard shipping. Not helpful at all. I asked if he would rather not help me, let me continue to be upset, return my order and write a bad review, or simply expedite my order and keep a happy customer. He then continued to explain how I will be able to return my order when I get it next week.

Greeeaaat employee's you hire Forever21!

They have automatically cancelled my order five hours after the Black Friday sale for my security?! Really. All because they auto-filled the Shipping Address into the Billing Address. They won't ever bother with any attempts in verifying that this in fact me paying for my order with my card when it is your doing. Now I am forced to pay for full price making the long wait for the Black Friday Sale useless. So appalling.

And yet, on the same night I bought from three other stores and they cared to verify billing addresses with me before they proceed with anything, let alone cancel my order.
I can't believe I have purchased from these guys for years and this was never an issue and now they pull this on me. I'm sure I'm not the only one who encountered the auto generated billing address. This is the first time I have encountered this with any store.

Tried to contact (over the span of almost three days) any of their staff on that ridiculous ticketing system of theirs, but failed 9 times out of ten. When I do reach someone after hours, they were unable to provide any help as they have no means to and are so poorly trained. They act as if this is the first time they've ever talked to a customer. Basically just hired to absorb all the frustration and disgust from PAYING customers like me who are led to believe the repulsive illusion Forever 21 calls "customer service" exists. 0 STARS!
NEVER AGAIN.

Order number *******

Can I give it ZERO stars! Ordered boots by mail. They came defective with crooked stitching. I returned them by mail. I had to call 6 times over the course of a month to get my credit card credited! And I have now been on hold for 25 minutes waiting for someone to credit me the SHIPPING CHARGES for the RETURN of their defective boots! UNREAL! Never. Again. Crappy cheap clothes. Crappy customer service. And you have to hound them for your money.