Im a BLM/LGBTQ specialist and me as a proud $#*! can tell you this website is so NASTY and BORED apes are you kidding me your losing me

I was sent the wrong size for a top (a small instead of a medium). Unfortunately, I removed the tags before realizing it, anticipating that Forever 21 had sent the correct size. I contacted customer service and explained that, since I removed the tags, I would be willing to pay for the medium replacement out of my own pocket; however, I didn't want to pay for shipping, since the mistake in sending the incorrect size had been theirs—that, and I'm now having to pay for the same top twice. (Shoppers only get free shipping after spending over $50.)

First, the customer service rep wants me to send photos of the top in the wrong size, which seems excessive for a $10 item. It's also insulting, since the subtext here is: I think you're lying. But I sent it, anyway. The photo wasn't clear enough, they claimed, so they wanted another. So I sent another. Now, I'm a good 10 minutes into this chat, when really they could have just sent me a promo code for free shipping and have the problem solved in under a minute.

Now, the rep tells me that they don't have a free shipping promo code, so I'll have to buy the top and pay for shipping, and then wait for them to refund the shipping to my credit card. Of course, I'm starting to get annoyed, because why should I have to front them shipping when they are the ones who sent me the wrong item? THEN I'm informed that I COULD have a free shipping code, but I'd have to wait 24-48 hours to receive it via email. Meaning, wait around and waste more time on this $10 top.

I tell them, fine, I'll just pay for the top now, and you can refund the shipping. Now, though, when I go to buy the replacement, it costs MORE, since I had originally purchased the top with a group of items that allowed a discount code to be applied. When I explain this to the representative, their response is something along the lines of, "Too bad. Promo codes change." I explained that the promo code hadn't "changed" and is still there to be applied, but now I can't use it, since I'm only buying the one replacement item. Their response? Too bad.

So, let me get this straight. FORVER 21 messes up my order and sends me the wrong size, but I'm gracious enough to offer to pay for the replacement out of my own pocket. Yet, they have the audacity to tell me that now I'll have to PAY MORE TO REPLACE THE WRONG ITEM THEY SENT?! AND front them the shipping costs?

On what planet is this considered "customer service?"

Save your time and money and shop elsewhere.

Forever 21 company is horrible. Specifically the Tucson Mall Location in Tucson AZ, the management is bratty and gives attitude to each customer. The company does not take care of the employees and treats them horribly. HR does not even answer the phone when you try to file a complaint. Management at that store is horrible, only Karina(with the red hair) and Jenn are the good managers and actually take the time to accommodate their employees and make sure they are doing well. Other managers are same age as employees and still treat them like $#*!. Brianna is the worst shift lead because she is rude not only to customers but to employees. She acts like she runs the store yet knows nothing about anything. She also makes rude remarks about employees and creates a toxic workplace. Karina(with the blonde hair) is rude and mistreats employees as well. Not only do they violate many health code regulations during COVID but they also kept a lot of cases under wraps to maintain a "healthy business standard." Management did not care about COVID, before when the mask mandate was still required. They literally let their employees get reamed by customers and did not interject. Also the stores sanitation was not where it should have been and made lots of workers and customers sick. Employees did not feel safe working there.
In addition to unsanitary conditions and a horrible management team, this company is homophobic and racist. They only hire certain races and will treat certain employees better based on color of their skin and ethnicity. They also tend to racially profile certain customers without any proof of suspicious activity. Some managers(Brianna) are homophobic and will discriminate towards employees for no reason. This place should not be allowed to continue mistreating employees or customers. STOP SHOPPING HERE THE CLOTHES ARE CHEAP AND UNSANITARY AND ARE AT THE COST OF RACISM, HOMOPHOBIA, AND PERSONAL PREJUDICES! This place should be shut down.

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.

I placed an online order on 1/1/19 for next day air service. Merchandise was over 200$. I received an email on 1/3/19 stating my package was delivered. I contacted Fedex who contacted the carrier, they stated that indeed the package was delivered. However, I have no package. I contacted forever 21 customer service via phone the next day 1/4/19 and spoke with a supervisor who stated to me that I would have to wait 8 to 10 business days for any kind of response. How is that possible? I work very hard for my money and you say I have to wait almost two weeks for a response? That is insane and I do not agree with it. I am a VIP member who purchases a lot of product and believe this is VERY unfair. Plus I paid for next day air shipping almost 20$ to receive my package and don't even receive it! This is INSANE. Better customer service needs to be addressed. I will NO longer order from forever 21 online. Or period. Forever 21 I tried to make a complaint via email but your submit button does not work on your page so this was the result. I am baffled at the disgust! This is THE WORST CUSTOMER SERVICE! I was informed after contacting you guys via phone that you filed a claim through FED-EX about MY PACKAGE only to find out a claim was never processed! FED-EX can't HELP ME. I called MUTIPLE TIMES ON SEVERAL DIFFERENT OCCASSIONS and STILL NO ONE has HELPED ME! I have spoken with LIVE CHAT and EMAILED Mutile TIMES! HORRIBLEEE HORRIBLEEE CUSTOMER SERVICE! I SPENT OVER 200$ and PAID for express SHIPPING... STILL NO ONE has helped me with ANYTHING. My package was NOT RECIEVED and my HARD EARNED MONEY was TAKEN from my account! If I could give 0 reviews I would

I have ordered from forever 21 many times before I have never had an issue and was always a satisfied customer, until recently. I guess it is true, once one bad thing happens, it ruins your great experiences forever.
I've been having issues with forever 21 for the past two months now, with emails, them declining requests, not helping, limited, late to no responses through email. Also SO hard to call and get hold of someone.
I recently placed an order during Black Friday, and I have not placed and order for over 4 years just because I have been fluctuating sizes so I would just come into the store. When I placed my order, my credit card on my account was expired, OBVIOUSLY, it's been four years. I entered my NEW correct delivery address on the system, and it prompted me to updated my credit card information, afterwards I confirmed my order. After confirming, I checked my email, and it said it was going to be shipped to my old address. So I assume there was a system glitch after I changed my credit card info.
I tried to call and I sent numerous emails before they even processed or shipped my order, no one responded.
After a weeks my order was still "new and pending" unshipped. So I continued to send emails and tried to get a hold of someone, no response. I kept checking for updates to see if my order had shipped and finally after two weeks it did. As soon as they shipped it, I received a response telling me it's not their problem and they cannot change delivery address after it's been shipped, but didn't I just try contacting them before it shipped and no response?
They told me to contact cananda post and I did, but when I did, Canada post advised they could not intercept the package because they are just delivering to where they are told, as soon the package was delivered to my old address, 8' guessing whoever lives there accepted my package. I got my sister and brother to go there to get it, but the people who lived there looked shady and like they took it. Canada post advised me to call forever21 and have them file a claim, but when I called forever 21, they gave me so much attitude saying that's my fault and why I didn't double check. WHY? BecUse I already entered my correct address. Why don't you fix your website so it won't glitch, your promo codes never work, and you need to hire more professional empathetic employees.
I'm so sick of this $#*!, they are the worst! They're clothes suck anyways!

I, personally, have never been a fan of Forever21. The store is huge, which makes it so hard to shop through. The clothes are not displayed in any order and, more often than not, half of the clothes are thrown in a mess on the floor. However, for the past year I have started shopping in there because they tend to have something suitable to complete an outfit for a decent price. Yesterday, I took my older sister in there to swimsuit shop for our upcoming mission trip and church retreat. I had previously noticed some cute one pieces that would be perfect for our trips. We went into the store at about 8:20 PM, and the Mall of Georgia was closing at 9:00 PM. After shuffling through two racks of unorganized swimsuits, we both found numerous ones that we wanted to try on and potentially buy. Therefore, like any other customer would do, we walked to the fitting rooms to try on the items we wanted to buy before making our final
Purchase. To our surprise, the dressing room was blocked off and closed. I found the nearest employee and simply asked why the fitting rooms were closed to which she answered, "We are short staffed tonight." Interesting to me, I was unaware that a store decides to lose business because one of two employees didn't show up to their assigned shift. However, I didn't want to try to plead with her because I understand she is simply an employee doing what she was told. Therefore, I went downstairs (once again, the store is huge) to find a manager so I could understand the logic behind keeping people from trying on clothing items in a store filled with only clothes. Not only were my sister and I wanting to try on clothes, but there were three other girls standing around the fitting room. I explained to the manager, who had no interest in hearing from me, the situation and simply that we wanted to try on a few swimsuits. I even told her if she let us try them on that we would put away every swimsuit we didn't buy. However, as I stated, she did not want anything to do with us. While I was talking to the manager, she would not make eye contact with me and kept tapping her key on the counter. The manager explained that the fitting rooms close every night at 8:30. She proceeded to walk up the escalator in front of us, seeming like she had decided to make the customer the priority and help resolve our problem. However, when we reached the top of the escalator she turned around and said "Yeah, the dressing rooms are closed. We have to clean up this whole place and we are short staffed tonight." At this point, I had been given different reasons for the closing of the fitting rooms, but she still wasn't compliant. I replied to her by saying we would simply take our business somewhere that wanted it and cared about the customer. She had not a care in the world and said "Okay." Therefore, I will no longer be shopping at this Forever21. I am not sure if this is a store wide policy of closing the fitting rooms half an hour before the store closes or not, but it is not a customer friendly policy either way.

THEIR WEBSITE CLAIMS TO SHIP MOST ORDERS WITHIN 24. HOURS UNLESS SOME SORT OF DELAY ON THEIR END! HOWEVER, EXPECT YOUR ORDER TO BE ACTUALLY PROCCESSED ATLEAST 3 DAYS ANS THAN SHIPPED OUT, EXPECT YOUR ITMES TO ARRIVE 8 DAYS FROM SHIPPING DATE! THEY WILL REFUSE TO CANCEL YOUR ORDER, after they already charged your account and NOW I WILL NOT HAVE CLOTHES FOR MY VACATION NOR WILL I HAVE MY MONEY TO BUY ANYMORE CLOTHES! HOW FREAKIN HORRIBLE IS THAT! THEIR CUSTOMER SERVICE DOESNT GIVE TWO FLYING $#*!S ABOUT THEIR CUSTOMERS AND I HONESTLY DONT EVEN KNOW WHY THEY WORK THERE, THEY ARE USLESS! Btw IT TOOK THEM 30 MINUTES TO GET A SUPERVISOR on the phone to help me! MEANWHILE, she asked me to go on the website and read to her where I received the info. About them shipping orders within 24. Hours, after I found the info. On th website, she insisted that it actually takes them 1-2 busness days to process your order and not 24 HOURS! SCAMMMMMMMMMM! I WONT BE FOOLED AGAIN! Nor will I ever purchase from them ever again! THE ONLY REASON I ORDERED ONLINE IS BECAUSE THEIR STORES ARE SO UNORGANIZED AND DIRTY AND YOU CAN FIND ANYTHING IN THERE THAT HASNT BEEN ON THE FLOOR OR ALTEADY IS! THEY UNDERPAY THEIR EMPLOYEES AND IN RETURN THEIR EMPLOYEES JUST DONT CARE TO EVEN DO THEIR JOB! I WILL NEVER EVER SHOP HERE EVER AGAIN!

Maybe about 6 months ago I placed an order online worth about $120. When I received my package I noticed that it had been already opened but then taped back up with packing tape. When I proceeded to open my package all my items were just shoved into the bag all wadded up. Nothing was neatly folded. I took the items out piece by piece only to notice that my clothes had been BURNED. Somehow the bag and items inside had been caught on fire. The items then shoved back into the bag taped up and delivered to my front door. I called FedEx and they said to contact Forever21. I called Forever21 they pointed fingers at FedEx. Long story short Forever21 refused to replace any of my items because they could not prove that I myself didn't lite my package on fire. Finally after fighting them for about a month and them doing some internal investigation they agreed to refund me for 1 of the items that was damaged beyond recognition. The rest they said didn't have enough damage to refund.

Fast forward to last week I decided to give them a second chance and make another online purchase totaling about $30. The order was Placed on the 13th and shipped on the 14th. I checked my shipping status and there was no tracking information provided. I proceeded to check every day but still no tracking information was there. So finally I called their customer service yesterday, the 22nd, and the guy told me he could see on his end that it was to be delivered by end of day on the 22nd. Needless to say I never received my package yesterday. So I called this morning and this time they told me that there was no movement on my package. He proceeded to explain that they had no idea where my package was and since it was past the 3-6 day delivery window there was nothing they could do for me in way of refund or reshipping my package. The best they could do was email me an affidavit to sign stating that I did indeed not receive my package, send it back to them so they could launch another internal investigation and then based upon what they find determine if they would issue me a refund, if in fact it was the company's fault and not mine.

I have never dealt with a company with worse customer service. They have the absolute WORST store/return/company policies. Clearly the people who work in their warehouse are completely incapable of handling orders and getting them out in one piece, or even out at all. Nobody in their customer service center can speak a lick of proper English which makes it IMPOSSIBLE to clearly communicate with them. And they clearly do not give a flying crap about making their customers happy. No other company would be so disrespectful or make people jump through as many hoops to rectify something that is THE COMPANY'S OWN FAULT.

I am sorry that your employees are too inept to do their job properly but that is not my fault. I should not be punished for your mistakes. Either process me my refund or re ship me my package if you still have the items in stock and then deal with your employees. But leave me out of it.

Never again will I be shopping at this piece of crap company.

Do not buy anything online the shipping is a nightmare, after ten days, still haven't my items! :( HORRIBLEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEEE