I ordered a dress, paid for next day express shipping. This was in February, still haven't received the dress. It's September. I have called a dozen times, first two they weren't able to start a claim. Gave it some time, four calls in a row, the started a claim, but really didn't. Each time a new claim was supposed to be processed. Three times a representative was supposed to call me back with information on my missing package. No calls. I had also been emailing, never received a response. Called last month AGAIN, only to find out my package has reached the date of expiration for claims. So, no longer their fault or responsibly. $75 throw away. This is the third missing package over the course of a few years. Also, if you use their PayPal option, you cannot get a refund, only store credit. This used to be my go to for inexpensive basics and the occasional wear once or twice' dress, since the majority of their products don't last longer than that. Their customer service is a joke, in and out of their stores.

So I ordered a dress for my birthday. I ordered on 9/4/18 paid the extra money ($10) to get express shipping to my home. My birthday is 9/8/18 so paying for the express shipping it says 2-3 days. I looked at the tracking and nothing was showing so I called cs... spoke with some girl named Kay... she was super rude told me I couldn't talk to her manager that the manager would call me back, so I gave her my number to have a call back (never got the call still to this day) but the conversation with her was about when my dress would arrive. She says "oh yeah" (nonchalantly) "there is a 24 to 48 hour processing time before the 2-3 day wait"... I told her that the website never said anything about processing time at all and she was just like "well you can cancle the order and go to the store". I said oh no no no, (plus the dress is not in store in the state I live in) I need this by Saturday (9/8) and again explained how the web site never said anything about processing (now me also working in a call center, I know what I needed she couldn't do. So thus why I asked to speak to her manager) again I paid to have express shipping she got rude and told me I couldn't talk to her manager that they would call me back. And never did. So after that call, I get an email from FOREVER 21 saying that my order had been shipped. I looked at the eta (estimated arrival time) and it says 9/10 so I paid for regular shipping NOT express AND my dress will not be here for my birthday. Also I don"t have the money to buy a new dress I'm a single mother of two and I paid all my bills so I'm broke. I'm so up set about this. The least they could have done since the website was misleading was overnight my dress for me. I mean I already paid them extra for express shipping that I did not receive. I loved the store but they most defiantly just lost a loyal customer. I may go to the store but will never order off line EVER AGAIN!

I WAS IN THE STORE ON AGUEST 9,2018. WE GWT TO TH COUNTER IN TYSONS CORNER YOUR MANAGER HAD A 3.14' $#*! ROACH CRAWL UP HIS BACK INTO HIS HEAD. I HAD TO LEAVE MY THINGS AFTER BEING IN THE STORE FOR 2 HOURS LEFT OUR THINGS AT THE COUNTER IN SHOCK. I FOUND OUT THAT DO WON CHANG AND JIN SOOK ARE THE OWNERS OF YOUR COMPANY. IT SAD THAT AFTER 3 WEEKS STILL NO CALL FROM UPPER MANAGMENT. YOU DO NOT VALE YOU CUSTOMERS ITS SO SAD. THE ONLY REASON I GAVE ONE STAR IS BECUASE I COULD NOT GIVE NO STARS TO POST THIS REVIEW. JUST NASTY.

BEWARE! I just had the worst experience with Forever 21, I'm a frequent buyer at this store, in-store and via online, last Friday I received an email regarding a discount on all purchases including free ship, so I pick a few items, I was supposed to get a 40% off my purchase but the system was not working right so I contacted an employee via chat and told me that I should wait through Monday to talk to someone of customer service because she wasn't capable of assist me, so I've been holding my purchase since Friday to talk to someone that could help me with to place my order with the discount offer, woke up at 7:50 am to speak with an associate first thing on Monday morning to hear that I lost the offer because today is Monday and offers can't be extended, I explained the situation and even said that I had an screenshot of my conversation about my inconvenient when trying to place the order during weekend but none of that mattered because they did not care. Today I'll unsubscribe because I not going to be treated like this and getting tricked by listening to fake promises, making you wait so you end up losing the "promo" and end up paying full price on everything! If I were able to rate the treatment I just received I'd rate 0 stars

DO NOT have your items shipped. If your package is lost or stolen, they will not replace the items or refund. They will say it will get processed in claims but will give you a run around every 8-10 days. Nothing will happen and you will not get any kind of a replacement or refund. IF you do order be VERY careful and do not have it shipped to your home. POOOOOOR service. I'm guessing they do not invest in insurance?
I have been ordering clothes from this company for years and this is the only claim I have ever made. My order was $138. I will never buy from this company again.
I'm a teacher and $138 to me is quite a loss.

AWFUL customer service. It has to be the worst I have ever come across. I had an issue with a mail return and tried to contact them. They do NOT answer their email. I have tried for weeks and sent countless emails. I have called their number 3 times. One of them was extremely rude and not one of them knew what to do. They kept referring me to branches of the company. Look up reviews of their customer services. About 90% of the websites (one of which had 761 reviews) gave them 1/5 or 3.8/10. I liked this store; shopped there a lot, but they do not seem to care about their customers once they leave the store. So if you buy something from here you better really like it because it's almost impossible to reach them if you have trouble with it

I tried to return an item at a store that was 100% returnable. The store refused to take item back. When I called customer service, the rep told me to send back to warehouse and they would cover charge as I had wasted my time at the store. I followed her instructions and sent receipt of shipping in bag like I was told to do. Make a long story short, they are refusing to honor said information and refund my shipping cost. There isn't any record of rep saying this to me. I have called multiple times, begging anyone to listen to recorded tapes. I am beyond disgusted and dissatisfied with this company. Don't order anything from this company!

I've just recently started ordering from online. Started slowly with Sephora, Ulta, Amazon, and now forever 21. Indeed it is my second time ordering from forever 21. They don't have that many deals as in store. However, it is much easier (obviously) to shop online as the stores are crowded, not neat etc. Both orders had multiple items and got SHIPPED WITHIN A DAY. They arrived even after 2/3 days. I am seriously amazed by their process. Never had an issue with getting delivered something else. Its amazing, 10/10 recommend.

I made an order online and i never received my order, it was 141 dollars and they sent it to me thru fedex, they said that they delivered the order which is no true, has been 5 month ago since that, now they are telling me they cant do anything about it because it has passed 4 month, like its my fault, they never tried to contact me, or email me or whatever it was me calling every monday so now i just lost my 141 dollars, never again forever 21, i am going to sue them.!

Honestly if could leave less than 1 star I would. WORST customer service! Either they don't train their representatives to be able to actually help customers, or they don't want to.

Placed a $40 online order 2 weeks ago. It was lost by Fedex. Supposedly F21 put in a claim and Fedex never received it. They've now put it on me the customer to go back and forth with Fedex who says they have no record of a claim. I now have to wait another 8-10 days to get the "result" of them putting in another claim to Fedex so F21 can get the refund before they give it to me...

To me, if you cared about your customers, you would just pay up the $40 right away and then YOU as a company, coordinate with Fedex to get the return. You don't put that on your customer who paid for your product and it was lost by the carrier. Stop being so cheap. I'm in marketing & know it's a lot less expensive to retain current customers than to get new ones. Well based on my experience and reviews I've seen you're doing a good job of losing customers. Hope you're prepared to spend more money to get new customers to steal from than just pony up the refund.

UPDATE: 8/14/18
Got on live chat with Forever 21 since last week they again told me I had to wait another 8-10 days for an update on my case... shocking! I was flat out lied to by one of their reps. She said Fed Ex had denied my claim for the lost package and now F21 was waiting on dispute paperwork from Fed Ex. Immediately I call Fed Ex to learn why this was the case only to find out it WASN'T! The case was still open and they had stuff to send over to F21 today to issue the refund.

I told Fed Ex that I would keep in contact with them so they can keep me updated on when the refund was sent by Fed Ex to F21, and received by F21. So when I reach out to F21 beyond that, if they try to tell me the case is denied, or still open, or any of this type of nonsense, I will take legal action. I feel like they are now not only stingy with bad customer service, but are also liars and thieves. I will not take this lightly!

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.

Do not spend your money here. God forbid an order ever goes wrong, the customer service is terrible. The phone system is flawed, the only option is to wait until being transferred to an actual human (which defeats the entire purpose of an automated system). Any other option you choose hangs up on you! Their email response system claims to respond within 24 hours, they don't, I'm currently still waiting for a response, it's been 2 days. Now, when I finally did get through to discuss why my order was randomly cancelled (they claim I put an incorrect name down as stated on my credit card, WHICH I DIDN'T) they said the promotional period for my 40% off coupon had expired and they would reprocess it but only at full price. REALLY? NO THANKS. I'll shop somewhere else. Had I been able to reach you this would have been resolved same day. Terrible terrible terrible. Never shopping here again.

I ordered $160 worth of clothes for a month vacation I was going on. 2 shirts did not fit so when I came back from my vacation I called them and tried to get a return label. They pretty much said ill provide you with the shipping location, you can try to return it but I cannot guarantee it will be returned since it passed the 30 day online return policy. So not only did they waste 30mins of my time talking and waiting for them but they also wanted me to pay shipping to return clothes that if I get denied for will only be shipped back to me! Waste of time and money. I will no longer be purchasing from them.