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    Forever21

Ratings On Other Platforms

ResellerRatings
5 / 5
Corporate Values

Overview

Forever21 has a consumer rating of 2.33 stars from 955 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Forever21 most frequently mention customer service, store credit and return policy problems.Forever21 ranks 205th among General Apparel sites.

  • Service
    121
  • Value
    102
  • Shipping
    105
  • Returns
    89
  • Quality
    99
Positive reviews (last 12 months): 6.7%
Positive
3
Neutral
0
Negative
42
View ratings trends
61
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • How can Forever 21 even stay in business with this kind of horrible customer service?
  • So, I went in there to tell them this is unfair and she wants her money back, not in store credit.
How would you rate Forever21?
Top Positive Review

“Cute clothes for great prices!”

Mousy L.
1/19/21

I have found some of the most affordable clothes on Forever21.com. The site is easy to use and they often run sales. Shipping was relatively fast. The quality of the clothing isn't high quality, but it's acceptable and certainly a higher quality than many well known Chinese sites. I think for the price the quality is acceptable in most cases and even great in some. I would very much recommend this website.

See positive reviews
Top Critical Review

“Stole $300 no explanation”

Samantha J.
11/5/21

Contacted customer service for over a month and a half when my package never arrived. On trac(shipping) confirmed there was an report in delivery and package was no delivered or scanned in delivery zone. Forever 21 denied claim every time refusing refund saying it isn't their fault. Over $300 and hours of emailing, chatting and calling f21 and ontrac to basically be told the other is responsible. Going to look into my legal options as this is a huge corporation

See critical reviews

Reviews (955)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (260) store credit (57) return policy (54) credit card (39)
samanthaj356
1 review
1 helpful vote
November 5th, 2021
Verified purchase

Contacted customer service for over a month and a half when my package never arrived. On trac(shipping) confirmed there was an report in delivery and package was no delivered or scanned in delivery zone. Forever 21 denied claim every time refusing refund saying it isn't their fault. Over $300 and hours of emailing, chatting and calling f21 and ontrac to basically be told the other is responsible. Going to look into my legal options as this is a huge corporation

Tip for consumers:
Don’t waste your time or money here

Products used:
Never received anything

Service
Shipping
aaronz82
1 review
0 helpful votes
March 3rd, 2022
Verified purchase

I still have no resolution on what seems to me to be a rather straight forward & simple matter. I purchased a gift card for my daughter as a Christmas present on 12/14/21. Everything on the website indicated that it would arrive in time. The card finally showed up a month later, after I had to give my daughter an alternative gift. The organization did not deliver what was offered. I have reached out repeatedly and have received no assistance to date.

Service
Value
Shipping
Returns
Quality
itsm8
1 review
4 helpful votes
September 10th, 2021

Truly the very very worse customer service I have ever experienced. I will never ever shop here again! I literally got scammed from them, I'm so thankful I used PayPal when I order online otherwise I would have just been out 50 bucks (but order never shipped even though they claimed it did) and of course customer service never got back to me the 4 times I tried to get things sorted. Thank you PayPal for doing forever 21s job. Hideous

Tip for consumers:
Do not use online shopping buyer beware! And if you do make sure you pay with Paypal because they protected me otherwise I would have been out 50 bucks

Products used:
Couldn't use anything I ordered, they refused to send it

Service
Value
Shipping
Returns
Quality
takiyahd3
4 reviews
27 helpful votes
November 27th, 2020

I will not be ordering again online. One is because they use fed ex smartpost. Its a horrible service. Hopefully I will get the before Christmas because seeing as my packages went to every little in town in texas then was supposedly sent it the post office where you can't keep track of your package anymore. I really dislike companies that use cheap methods for shipping. I will stick with going to their stores. At least I will see the clothes immediately instead of waiting for 3 weeks and counting

pavnig
1 review
5 helpful votes
July 10th, 2020

Forever 21 has really bad customer service, they do not respond to the emails or complaints. Always had a pleasant experience in the stores but they failed to perform on the online platform.

andriab19
0 reviews
1 helpful vote
January 20th, 2022

I purchased $350 worth of clothes for a trip that said was delivered at midnight ( in my town we don't have deliveries at midnight) but never was delivered I've been calling customer service once a week for 6 months to complain and file dispute with the bank and they blame the package not arriving on me! They won't send the items again or give money back, I've emailed numerous times and no response. I'm so disappointed and plan to take legal action. They steal your money and don't care about us, I'm so sad about this situation.

Tip for consumers:
Don’t shop online !!

Products used:
I never received anything!

Service
Value
Shipping
Returns
Quality
mousyl
51 reviews
13 helpful votes
January 19th, 2021
Verified purchase

I have found some of the most affordable clothes on Forever21.com. The site is easy to use and they often run sales. Shipping was relatively fast. The quality of the clothing isn't high quality, but it's acceptable and certainly a higher quality than many well known Chinese sites. I think for the price the quality is acceptable in most cases and even great in some. I would very much recommend this website.

aatreyeee
1 review
2 helpful votes
July 13th, 2021
Verified purchase

I purchased a dress, the dressing room was unavailable that day. Took the dress home tried it on, it did not fit. The tag fell off, brought the tag and the receipt back 48 hours later to the store that I purchased it from, and they would not take the return! Will not be shopping at forever 21 ever, ever again. It is indecent to treat the public as if they are trying to steal from a major corporation, honor your customers!

Service
Value
Returns
joanp332
1 review
0 helpful votes
March 16th, 2021

I purchased this bodysuit. It looks like a good quality in the picture, but don't be fooled, the strap looks like a 6 years olds art and craft. It's low quality, I would not recommend this to anybody, unless you want to be half naked while walking. So I guess I'll just hang this on my wall as a "decor"!

Service
Value
Shipping
Quality
delphinel11
1 review
3 helpful votes
June 25th, 2021
Verified purchase

I had a orders that was about 240 and was told it was going to be deliver on Friday, waited until 10 PM Friday but didn't see it waited for Monday morning and went on tracking it and it says it was deliver on Saturday morning 11am. Which I didn't receive I ask them to sent my orders but they refused. I'm not buying from a company who takes advantage of people who have their store credit cards to steal from them. And I'm not paying for something I didn't receive and when they try to mess with my credit score I'm suing them.

Service
Value
Shipping
Returns
Quality
jaayed
1 review
0 helpful votes
March 27th, 2022

If you like this company, go to the store to see if you can find what you want. Otherwise, don't bother. Their policies are trash, selected ship to store. Arriving outside of expected delivery & I will be out of town — called customer services and got hung up on first call & 2nd call, was told it would be at least 20 business days before I could get a refund due to it having to go back to— which come on, we know it likely will not go back and just be re sold in store.

Tip for consumers:
If you can think of anything that could go wrong when ordering online in general, then don’t frustrate yourself with Forever21 ever again.

Service
Value
Shipping
Returns
Quality
andreaj145
1 review
5 helpful votes
January 17th, 2020

Order a dress right before Christmas. Received it without any packaging slips or anything just a dress in a bag. Tired to take it back to a few stores in the area but they would not accept it. Call customer service and was told that it is an online item online and cannot be returned to their stores only through the mail. So now I'm stuck with a dress that I can't even wear. Forever21 is going out of business so do not order from them online because they are refusing to take items back. Only shop in stores after you have tried them on. Bad customers service ever and the return policy is horrendous. Do your shopping elsewhere, there's a reason thry filed bankruptcy.

daphned57
1 review
3 helpful votes
August 23rd, 2021

I order on their website and after seven business days I did not get my items. Ulta customer service who was rude and unprofessional, they told me that my address is as wring. But when they send me the confirmation number, my address was correct. They said it's not their fault that my shipping has been sent to a different state. And they will not be refunding me. Honestly the way they handled the situation was rudely unprofessional and I will never order with them again.

Products used:
None because I didn’t get my items.

Service
Value
Shipping
Returns
Quality
faithe68
1 review
3 helpful votes
June 7th, 2021

I was very anxious to receive my new cloths! I opened this email thinking that my items had come in. I had checked the tracking and it said it was due in on 6/5/21. Two days later and still no cloths, my tracking number is not in the system and when I wrote to ask what happened I had no response. Can anyone say RIP OFF? I don't have the money to go out and buy the cloths I need so badly so thanks for literally NOTHING but taking what little money I had.

Service
rachele454
1 review
0 helpful votes
January 8th, 2022
Verified purchase

Told my family I liked shopping here when I was 16 because a lot of their stuff is cheap, now at 19 I regret it. They sent me a Forever 21 gift card for the holidays, so I went to the website to buy some things. I'd say less than half of it is unusable. All of the fabric was super cheap and looks like it'll only last a couple of washes. Many products don't fit properly even though I picked out the right sizes on their charts, and a lot of the pictures on their sites were misleading. A lot of my things from this store, even from past years end up ripping, becoming more dull, or shrinking. I can't even leave a review on the website because when I click I want to write one, the link doesn't work. Learn from me, buy somewhere else. I thought it would be good because everything here is dirt cheap, but honestly you're better off spending 3X more on clothes that will last.

shaytianar
17 reviews
13 helpful votes
December 3rd, 2020

I almost forgot about Forever21 until I saw a promotional email stating their sale items were up to 60% off, which seems to be the norm these days given that the popularity of this brand is going down.

OVERALL QUALITY: 5/10

SHIPPING: Almost 4 weeks =/

I purchased $200 worth of workout attire, jewelry, and a few random clothing pieces. It was honestly not worth spending the money on since the quality wasn't the best. While Forever21 was great in my teens, I wouldn't really recommend it now that I'm in my mid-20s. There are far better online stores you can shop at that are reasonably priced.

Anyway, the only item out of the whole purchase that I wore out was this dress which I will include a picture of.

emilyl345
9 reviews
1 helpful vote
April 27th, 2021
Verified purchase

We all know Forever 21 - it was one of my go-to places to shop when I was growing up! But their stuff started to get a little "too much" and nobody shopped there anymore. I decided to give their website a try again recently and to my surprise, I actually found a few things that I wanted to buy! The quality of their clothes has improved, yet they're still affordable. My only complaint is that they are very hit or miss. Another perk is that they've been having a lot of promotions going on lately and it's relatively easy to find promo codes.

Value
Shipping
Quality
catherined495
1 review
1 helpful vote
December 23rd, 2021

The website provides FALSE information… so be careful! The website stated if I ordered by a certain day I would have it by Christmas. I ordered before that day. Customer Service states that under shipping I can read about their policy that it can take 8-10 days. I have ordered from numerous companies abs had NO issue getting my order. Forever 21 blames Fed-Ex and tells me I need to call Fed-Ex about my order. RIDICULOUS! I will not order from or shop at Forever 21 again.

carav16
1 review
5 helpful votes
June 12th, 2021

I hate this store. Customer service both in-store and online is horrible: they just lie to you and give you the run around because they don't care enough to help their customers. And I'm speaking after having contacted multiple agents over the course of a month. Never again am I going to shop at this terrible outfit.

Tip for consumers:
Don't. Don't use this site. If you have any problems requiring customer service, you will not get them resolved to your satisfaction.

Service
Value
Shipping
Returns
Quality
brookeb171
1 review
3 helpful votes
July 20th, 2020

I ordered over $50 worth of clothing and it's shipping to the wrong address that is over 3 hours away. I am reading there is nothing they can do after it ships and they can't even give you a refund. So I called *******827 (their customer service) and someone picked up and argued with me that I wasn't 21 and I shouldn't even be speaking on the phone. I asked multiple times if this was forever 21 customer service and he kept telling me I wasn't old enough? I am completely raged and upset.

hok9
1 review
3 helpful votes
December 9th, 2020

Too disappointed Order don't arrive and they charged me. They even don't have a landline for customer service at Canada. Stay away from them please

kristeng506
1 review
2 helpful votes
September 1st, 2021

I bought like over 400 dollars worth of clothing from their website. I made sure to purchase everything 1-2 sizes above what I am given that things here run small. What I received looks weirdly box shaped and all cheaply made in China. I regrettably spent so much money on clothing that looks cheaper than shein. Although most things will fit, the sizing is so off. What is a medium, even large could be a size small. So beware, this is my last purchase with them. Now I have to go on vacation with weird looking clothes. Everything looks like a crop top even though it isn't which is super annoying.

nanan26
1 review
1 helpful vote
June 30th, 2021

It takes over 10 business days to get an order. Manager and customer service over the phone only read u policies to avoid helping you. Been waiting now over 3 weeks for a phone call back.
Most of my ordered were lost, and they refuse to give me a refund, although the tracking show lost!
They said I need to wait another 2 weeks (after waiting 2 weeks for the package) to see if maybe they be able to find it...
Needle to say I called my Amex for a chargeback.

Service
Value
Shipping
Returns
Quality
bh410
1 review
2 helpful votes
April 12th, 2021

I ordered stuff from Forever 21 on March 29.5-7 business days to get to me... however they use FedEx and FedEx is awful. It is now April 12 and when I track my package through FedEx, it STILL SAYS DELIVERY DATE PENDING. My package has been in my city for 3 days now. I can't get in touch with anyone to get the package myself as it is for a girl staying with me that lost most of her stuff in a fire.
Super mad I even have to give 1 star. They made me. Forever 21 AND FedEx deserve ZERO stars.

jennifers1066
5 reviews
0 helpful votes
October 18th, 2019

I've been shopping at Forever 21 for forever and their selections at their stores have been going downhill so I ordered online. Some of the items arrived totally fine, and then other items were a disaster. This one sweater I got smells like B. O which is so gross and should not happen when you shop online with them.

Q&A (30)

Answer:

Yes, its horrible customer service and if you return items purchased online to the return address provided. The items disappear even with postal tracking to say it was delivered. I return 8 pair of jeans in the same box original box. Forever 21 warehouse said i rerurn 1 item. Does not make sense to pay $20.00 delivery confirmation to return 1 pair of $8.00 jeans. Be aware, someone in the warehouse does not scanning the return items and keep it for their own use or sale. Which makes it bad for honest customers that want to return items for exchange. Customer service was no help and basically said nothing was return but 1 pair of jeans. I ask for warehouse contact information, i was told its confidential. Do not purchase!

By Shannie J.
See more answers (4)
Answer:

It's the same as in store. 21 days with tags attacthed, for instore credit or exchange.

By Amber G.
See more answers (4)
Answer:

Not of good quality. Improvisation is required. Kindly use more of cotton material clothes which are long lasting and highly in demand.

By Jeel A.
See more answers (2)
Answer:

I orederd 3 item I got only 2. But they kept mentioning 3 item delivered... I didnt got my jogger pant which I orederd for my younger brother. I mailed them 100 times they only send auto generated message nothing else nd I have already paid money for the pant... I called customer service no response. No refund they cheated me. I hate forever 21 its not trustworthy its fraud

By Tamdin d.
Answer:

Dispute the charge with bank. This company is lacking on customer service

By Candace D.
Answer:

I'm not sure about the sizing for men, however, the quality isn't the highest. As I always say, you pay for what you get. If you want a great deal don't expect high quality clothes. Even their full priced clothing that isn't on sale and somewhat pricey isn't high quality, or what I would consider high quality.

By Ayla A.
Answer:

It really depends. Some items that go out of stock never go back in because there isn't a high enough demand, if there is a very high demand then it probably won't take too long. If it's a sale item, more than likely it won't go back in stock.

By Ayla A.
Answer:

Mine was in my mailbox, but then again I didn't order too much, only 5 shirts.

By Ayla A.
Answer:

As per their store website: "You must provide your invoice when returning merchandise to a store. You may return your merchandise to any Forever 21, XXI Forever, or ForLove21 location within the United States for an exchange or store credit. Refunds for online purchases are only processed when the merchandise is mailed to our Online Returns address. Non-Forever 21 branded merchandise may be returned by mail only. Gift cards, e-gift certificates, cosmetics, underwear, select lingerie, select swimwear, earrings, body piercings, and online items marked as Sale are all FINAL SALE and may not be returned or exchanged." So yes, you can return in store.

By Ayla A.

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