ComplaintsforForever 21 aka F21 OpCo, LLC

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a day late paying my last payment on my credit card and now they want $63 as A penalty. And it seemed like as I was talking to their representative. He was still adding money to the amount I owed. The credit card was paid off. In July, I think they stated and since July 15th, they've added $63 to the penalty.

  Business response

  09/02/2024

  Hello *****,
  
  Thank you for your patience in this matter. Concerning a Forever 21 Credit card, we suggest you reach out to ************* to further assist you in this matter. We do not have access to credit card information. 
  
  Forever 21 Credit Card ************** 

  Forever 21 **** Credit Card **************
  
  Thank you 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order number is: **********. I made a purchase as a gift for family and friends but they were all incorrect sizes, so I proceeded to initiate a return so that I can repurchase the correct sizes. They received the return on March 12th but no refund was ever processed. *** contacted a F21 live chat representative several times and each and every time they always tell me theyre going to escalate my issue for a refund and I would receive a follow up in 3-5 business days via email, but yet, nothing is ever received by them. Its already been 5 months and Im tired of going back and forth for my refund

  Business response

  09/09/2024

  Hello *****,

  Thank you for your patience in this matter. After careful research, we have received the return. We sincerely apologize for the delay. The order has been refunded in full. Please allow 3-5 business days for funds to post back onto the original form of payment. 

  Thank you 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ********** . This us ridiculous! They received the return 2 weeks ago. And no refund. I sent 4 items one of which had a stain. I sent everything back the day i received it here. See atrached. And they have a nerve to charge me return fees

  Business response

  09/02/2024

  Hello *****,
  
  Thank you for your patience in this matter. We've issued the refund for the Seamed Denim Mini Skirt in the amount of $18.16 back to the original form of payment on 8/18/2024.
  
  Thank you 

• Initial Complaint

  08/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My package was stolen and they said they are not liable!!! That was never disclosed to me as a customer. I will like my money back and to never order from this company again. All orders that come into my building are suppose to go inside of a locker box, *** did not do that and now Im suppose to be liable?! Thats ridiculous. They said they investigated but all they did was ask *** for delivery confirmation! I want my money back!

  Business response

  09/09/2024

  Hello *******,
  
  Thank you for your patience in this matter. We do sympathize that your package was stolen as you stated. However, most merchants follow the process of not being liable for stolen merchandize. Also, merchants don't have customers read this and sign off on it up front before making their order. We do encourage customers to contact merchants if they would like to know about their lost or stolen orders procedure. If packages in your building are supposed to be placed inside of a box. Perhaps, at the time of the delivery none was available. We suggest always keep a close eye on the tracking information and retrieve your package as soon as it shows it was delivered or ask someone you trust to do so.
  
  We've made a one-time exception and issue a refund for your order **********. Please allow 3-5 business days for the funds to be processed and post to the original form of payment and up to 1 billing cycle to show on your bank statement. Any further, lost or stolen reported packages will need to adhere to our policy. 
  
  Thank you 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered on the forever 21 two items with pick up option to pick up the next day. Payment transaction went through. They took my money but didnt send me no order information. I went to purchased tab on the app and says its empty. They scammed me. I just want my order that I payed for, those clothes are in the store I just want to pick it up. I dont want them to refund me so they can make sure the sale is over and make me pay full price for the items instead of using the deal they put up.

  Business response

  09/02/2024

  Hello *******,
  
  Thank you for your patience in this matter. We reviewed our records and we're unable to locate any other recent transaction other than your 8/7/2024 order **********. If you have any other questions or concerns, please reach out to our customer service department. 
  
  Thank you 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I notified F21 customer service that my address was entered incorrectly. I informed them that my personal information, including payment, address, tracking and shipping has now been compromised and asked that they cease communication to that email for my order. The response was that they are acknowledging the error however since I made the mistake they will continue to send my updates to the incorrect email address. This allows a third party continuous access to my information. I advised the representative that I will file a bbb report and he resolved that they are not responsible because I entered the incorrect email when I ordered. However it is 100% F21 responsibility to acknowledge and cease this kind of activity. I never blamed them for my initial mistake nor did I ever give them a hard time about not being able to forward to my correct email address. But to continue sharing my personal information with a stranger is just too much and puts me at risk for fraud or maybe even a stalker. He did not even offer to cancel it until I mentioned the BBB several times. The order are for guests at my birthday which is in two days and I paid express shipping so canceling does not benefit me, especially when it is an easy fix to cease communication to a known incorrect email address.

  Business response

  08/13/2024

  Hello ******,
  
  May you please provide your order number to best assist you, we were unable to locate one under the email this case was submitted. 

  Thank you 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #********** was missing 2 hoodies, but i was still charged. i want my 2 hoodies sent immediately. i have wasted gas driving to the mall and not even told it was not there, it said it was ready. you are being deceptive.

  Business response

  08/13/2024

  Hello ****,
  
  We apologize both Fleece Mineral Wash Cropped Hoodie were out of stock in store. Your order ********** total was adjust and both hoodies were not charged. We've issued a $10 refund on your order due to this inconvenience. 
  
  Thank you  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned an order a month ago, it was only supposed to take only 9days to get my refund processed it is now a month I have contacted forever21 customer service 5 times they tell me they dont know why the never processed the refund since they received it a month ago but they are going to scalate and I need to wait 1-2 days this is every time I reach out to them and when I ask for a supervisor they denied me speaking to one Im always told that there is no supervisor working and they literally close the chat. Here are screenshots of two different days were I was denied talking to a supervisor

  Business response

  07/29/2024

  Hello ******,
  
  Thank you for your patience. Per our records, your order ********** a refund was issued on 7/25/2024 in the amount of $545.00. Please allow 2-5 business days for the amount to post back onto the original form of payment. 
  
  Thank you 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I received a damaged item with my order and called in for next steps. The representative I spoke with over the phone advised that I could discard the damaged item after taking a picture and submitting it to their claims department as I did not have space to store it. I am not being told I must return this gigantic, damaged item that I no longer have. The issue is I was sold a damaged item that was most likely a damaged return because the company included a patch for the hole which still did not work. What company sells damaged items for customers to patch together themselves? Such a disgrace. This was a gift which also arrived late. Please issue a refund for $31.94 for this damaged item.

  Business response

  07/23/2024

  Hello Ebony,

  Thank you for your patience in this matter. We've issued a refund for the damaged Hello Kitty ******* Pool Float in the amount of $31.94. Please allow 3-5 business days for this amount to reflect on the original form of payment.

  Thank you 

  Customer response

  07/23/2024

   
  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,
  
  Ebony Fra

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid off my credit card in may and found out today that I am past due because of a $9 late fee that was added after and now turned into $45 being owed. I was unaware of the fee due to thinking the total included the late fee. Im enrolled in paperless billing but didnt get notified till they called me today. Now I have points on my credit score and had to close the account

  Business response

  07/17/2024

  Hello *******,
  We sincerely apologize for the inconvenience. We suggest you reach out to **************** This site gives access to services offered by ********************** which is part of *************** at **************. They may further assist you in this issue and have access to card accounts and look into the late fee. 
  
  *************************************************************
  
  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. ↩