Forever 21 Reviews

Name: Forever 21
Rating: 2.29

2.3 Rating 164 Reviews

31 %

of reviewers recommend Forever 21

Company Reviews

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Metrics

2.3

Based on 164 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 73%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Forever 21 1 star review on 12th January 2022

Christina

Forever 21 1 star review on 23rd September 2021

Anonymous

Forever 21 1 star review on 27th April 2021

Kym

Anonymous

Anonymous // 01/01/2019

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“The store was trash and they wouldn't let me and my 3 friends ask questions. Totally displeased with thus and would not recommend. Just save your money. Bought one shirt and it costed me $50.”

Helpful Report

Posted 4 years ago

“If I could give this store as a whole 0 stars I would. My family and I have been shopping at Forever 21 for well over 10 years and I have never had an issue up until these past few months with the store and their customer service people. I am truly disappointed and will never shop here again. They have essentially stolen money from me and several people have lied to me over the phone and over multiple phone calls including managers. I placed an order on Cyber Monday and I am still having issues with this same order on Jan 13th of the new year. My order did not get to me until a month later due to delays and lack of communication on their part about issues with my order. By the time my order was processed 2 of the 4 items I purchased were sold-out (even though over the phone they assured me that they were holding all of my items despite the issues that had to be resolved- an obvious lie). After over a month of waiting and 5 phone calls with customer service my package finally arrived. It was when my package arrived that I realized that Forever 21 had charged me twice for the order. The 4 items I purchased were supposed to total to $21 and since I did not receive 2/4 items I was only supposed to be charged $14. Instead, Forever21 charged me $21 AND $14. I have called customer service 3 times asking to be credited back the $21 that I should NEVER have been charged in the first place and even escalated the issue to management the 3rd time I called. The first two times I called customer service assured me I would be credited back in 24/48 hours. Both times I waited 48 hours and did not receive my money or even a confirmation email. My 3rd time calling I asked to speak with a manager with whom I explained the situation. This manager who’s name is Victoria, yelled at me over the phone and continually shouted over me and did not let me speak and explain the situation I was in because she did not understand why I should be credited back $21. Even though I explained the entirety of the situation and she had all the information in front of her, it took me 3 times to explain to her that I needed to be credited back $21. I have never been talked to over the phone with customer service, let alone a manager, with such disrespect and rudeness. She did not even apologize for her mistake or admit that she was wrong. This call was 5 days ago and I, again, have not received a confirmation email or my money back. I have informed all of my family and friends who shop at this store of this horrible experience and they have lost numerous costumers because of it.”

Helpful Report

Posted 4 years ago

“I normally don't take the time to come and write reviews. But I am fed up with this company. I tried to still shop with them on behalf of my teenage daughter. But continuously, I stay dealing with issues from the online department. I returned one order in December and was told that their warehouse had received it and give it to some days to process my refund...I wait after a week of not even receiving the return acknowledgement email you get before a refund is completed. I call again and now the rep tells me it's in transit to the warehouse. I explained that It was already confirmed that they had it. The rep totally ignored me and told me to wait for an email. Next I went to inquire about a second order I placed on the same day that I did the return, and he says it appears to be lost. So I'm going to email you some paperwork to fill out and return... then allow up to 10 days for it to be processed and your money back. Like why must a customer go through so much on an order that the company verified as lost. This is the 4th incident where I've had to go through problems of not receiving my items or money back. I'm starting to see why some of their stores are closing and they're filing bankruptcy. It's a turnoff for customers to deal with so much hassle. And actual brick and mortar stores are no better...messy, unorganized, and long lines with one poor cashier trying to check everyone out.”

Helpful Report

Posted 4 years ago

“My daughter bought a sweater at Forever 21 a week ago. It started falling apart so I took it back. I had the receipt. They would not take it back - they don't take returns. I had them keep the sweater since it was junk. This company lost my and my family's business for life. They don't know how to treat their customers. I'm not surprised it declared bankruptcy.”

Helpful Report

Posted 4 years ago

“Second time with issue with shipping. First time in Nov., It took a month to even be shipped. Now, ordered 1 weeks ago and showed tracking progress. I was suppose to get It today. Logged in and found it had not even been shipped yet! So Forever 21 had LIED about it being in shipping progress including every single check in and transfer! This is the absolute last time I order from Forever 21. They have gone downhill in the last part of 2019. May they go out of business since they filed for bankruptcy.”

Helpful Report

Posted 4 years ago

“Worst customer service in my life it was a joke took my money never receive my package”

Helpful Report

Posted 4 years ago

“If I could I would give ZERO. Customer service is terrible....very unprofessional.....no respect for customers.”

Helpful Report

Posted 4 years ago

“I made a online purchase and the package never tuned up. The ON TRAC (Shipping company- the worst one) tracking shows as delivered after going missing for 15days, but I never got my order. Customer service is pathetic, as they never get on call. They put me on hold for 40 min but never no one spoke, nor got back to me even after repeated mails and calls. I’ve never seen any online shopping this worse. I would give 0 stars because my anniversary dress that I ordered never came and my money in vain. I would say keep the change FORVER 21.”

Helpful Report

Posted 4 years ago

“The worst customer service ever!!! They supposedly left my package at my apartment door when no one was there and I did not get my package and was given such a hard time to get a resolution. Will never be ordering from them again.”

Helpful Report

Posted 4 years ago

“When you place an order on December 3rd it shouldn't take until December 18th to process the order. My estimated delivery date is December 23rd. My order is a gift for someone who lives out of state. My plan to receive my order, gift wrap it and send it to the recipient in time for Christmas is obviously not going to happen. Most businesses make more of an effort this time of year to get orders out as quickly as possible. I have ordered before from Forever 21 and it has never taken this long to process an order. Very disappointed.”

Helpful Report

Posted 4 years ago

“Purchased items on 12/10. The order sat in the LA fulfillment center unprocessed until 12/17. Went out today, 12/18. FedEX tracking says package won't arrive until 12/27. I'M PTFO!!!!!”

Helpful Report

Posted 4 years ago

“If I can rate Forever 21 customer service a ZERO, I would. I placed an order on December 2nd and it still hasn't shipped out. To top it off, trying to get in contact with a customer service representative is a total fail. I also tried the chat, was the 170th person on line, once ot was my turn i get a screen stating they are closed. Absolutely absurd. I WILL NEVER ORDER FROM THIS SITE AGAIN. I contact a store and they couldn't help me neither because the order I placed was to deliver to my residence not the store, another bull$h1t. Words can't describe how upset and disappointed I am of forever 21. If you guys cant handle a large amount of customers making online orders, don't have a stupid site. This is ridiculous. I will try to contact a district manager or even the CEO about this matter. Many customers are going through the same order issues as I am and it's not right, especially through the holidays.”

Helpful Report

Posted 4 years ago

“Ordered on Cyber Monday & still haven't received any kind of update on my order aside from an insulting 20% off coupon. I'm not going to use a 20% off coupon knowing full well after this stunt that I'm never going to get my items. The customer chat online makes you wait in a queue of 200+ people and then when you're just about to be the next customer, the chat closes. I've spent hours on the phone trying to get a customer service rep, and all of my emails have gone unanswered. I don't even need the items I ordered anymore, the event that I ordered them for is over. The excuse about "overwhelming orders" for Black Friday is just that, an excuse. It's a big load of BS & I will NEVER EVER EVER EVER order anything from here again. I've been a true F21 customer for over ten years and I've never experienced a situation like this before. Do yourself a favor and order from somewhere else. In the meantime, F21 should do itself a favor and stop posting about upcoming collabs and other things on their social media. It's such a bad look and business model to completely disregard this huge issue and continue to ignore it while posting unrelated marketing campaigns on the internet. Embarrassing & I hope they never recover from bankruptcy & are put out of business forever.”

Helpful Report

Posted 4 years ago

“I ordered stuff for Christmas on 12/2/2019, well fast forward to today (12/11/2019) I received an email stating that my order was canceled. I never got a notification as to why. I received an email the day after I ordered my items that said I would receive my items before Christmas. Then they decide to CANCEL it without telling me. This was the first time buying from Forever 21 and it most certainly will be the last time.”

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Posted 4 years ago

“Horrible horrible. They shipped my order to a wrong address and lost the package and the m he as well. They are not helpful at all. Very bad experience”

Helpful Report

Posted 4 years ago

“Our daughter bought 9 pieces of clothing all together from two of your Forever 21 stores this past weekend November 23rd,2019. When I went to put them in the washer the stench of formaldehyde was so bad I immediately started googling ways to rid the clothes of the toxic substance. After washing them twice,only 3 or 4 pieces at a time,they didn't smell any better. They have been airing out on our deck ever since Saturday. They don't smell any better today,November 26th. Eight of the labels showed they were from Vietnam,and the other one was China. Buyer beware. They may seem like a good deal price wise but your health is more important. Perhaps this is part of the reason your company is closing its doors? Among others.”

Helpful Report

Posted 4 years ago

“Customer Service is HORRIBLE. I bought shirts from the store, did not realize there was rips in the seams of two shirts until I got home 15 minutes later... I was told I could not return because the were damaged. I have been sending emails for two weeks now and have not gotten a response about the issue. Will not be shopping there again. Please file bankruptcy.”

Helpful Report

Posted 4 years ago

“My order is missing, I’ve contacted customer service 3 times about the issue (one email still remains unanswered), they are sending me a form to fill out. No information on when I can expect a refund. I asked for a replacement order (so I can get the items I ordered at the same price and I don’t have to pay for shipping), which is a standard practice for many companies, and was told I needed to call and talk to a manager. So I will have to waste even more time on it. At this point I might be done with them. Overall rating for customer service would be zero if possible.”

Helpful Report

Posted 4 years ago

“This company is Horrible!!!!! This customer service is Horrible!!!!! I never received my package and they will NOT refund my money..... Please DO NOT order anything from this site!!!!!”

Helpful Report

Posted 4 years ago

“Really bad customer service. Clothes’ quality is worse. Customer service supervisor lied about a defective product having great reviews to get me off the call. Do not purchase from this store, they are all junk.”

Helpful Report

Posted 4 years ago

Forever 21 is rated 2.3 based on 164 reviews