Danielle S.

I made an online purchase of $105.64, the items did not fit and therefore were returned (at my expense) yet my credit card was refunded for a total of $73.22 ($32.42 was not reimbursed).

When calling the *******837 number, I was told, and repeatedly told, that the policy is that final sale items are not refundable, and that two of the four items ordered online were final sale items. When replying that I understand the no refund policy on final sale items, but assumed that an exchange or a store credit would be applied to my account, I was told that the policy is that final sale items are not refundable. Now how does one know when ordering online, even if the items are final sale, that the items are going to fit. And with a policy like that, one therefore gets stuck with items that don't fit, with not even a possibility of exchange or store credit.

The customer service representative did say that the two final sale items could gladly be resent at my own expense, items that don't fit. That just felt patronizing. And when asking to speak to a manager/supervisor, I was informed that the manager would be in touch with me but would only repeat the same thing she has just explained to me. Again I felt patronized, and not valued as a customer. The manager never did call me.

Customer satisfaction should always be a priority, and assuming that customer service is a priority for Forever 21, especially in an age of fierce competition with stores like American Eagle, Gap, Banana Republic, Aritzia, etc., one would hope for an exchange or store credit when an item purchased online does not fit, even a final sale item at that, especially that Forever 21 is cited as one of America's largest private companies with an annual revenue of 4.4 billion.

I will NEVER buy anything from Forever 21 again..