The customer service is awful. They sent a jacket I ordered to the completely wrong address. When I got the confirmation email the same day I ordered I called them right away. To cancel or change it. I put in the right thing this address wasn't even in my city. They said there was nothing they could no until it was shipped. So I called when it was shipped they directed me to UPS. UPS told me F21 just needed to fill out a simple form but they always refuse to do so when this happens. So I called back explained the phone tag and the women was extremely rude! I was being polite I didn't cuss and she hung up on me. Finally I had enough I filed a claim with my bank and final got my money back 6 months+ later. Do not buy from them they treat customers like poop worst customer service I have ever received! Will never buy again. And most of their reviews are the same. They need to be shut down

Dont ever go to the metrotown's forever 21 EVER. Even the manager doesnt know how to do $#*!. Whenever a sale ends, You take down the sign. But i purchased two sale backpacks with red tags that LITTERALY SAID "Buy one get one free ALL SALE ITEMS WITH A RED TAG". It was $20 each so i wouldve got the second one free. So i got to the counter, Also purchased a $10 SPC card, With a makeup blender, And other brushes, So Im thinking the total would be $40. So i got to the counter and a girl rings it up, IT CAME TO OVER $60. I look at the reciept and it says I purchased for both of the $20 bags. I told her that it wasnt right, But her excuse was "Oh well the sale, it ended, Im the manager, I know what goes in this store" giving all this rude attitude. When a costumer sees the sign, The cashier must honour it and give them the deal since the costumer already saw it. She was even the "MANAGER", But a smarter girl came to counter and apologized & did the right thing to give me back my money. $#*!ty costumer service.

I requested to live chat online with a representative. [Melody. DC] was who I was assigned. They were very condescending, very rude, had to send multiple messages and question marks to receive an answer, and not helpful at all. Did not try to solve my problem at all until I asked to speak to someone higher up. Since I was not getting the help I needed from the live chat, I decided to call while still on the chat, when I called what I heard just made me even more mad. The whole time while on the phone call I heard people laughing loudly in the background, made me uncomfortable, as if they were laughing at me or other customers they were helping that were having issues and calling to get their problems solved. Doesn't seem to be a serious business at all. Will not step foot or shop online at forever 21 again, the lack of respect I got from this company is absurd.

My mom recently gave me a $50 MasterCard gift card and I also had in-store credit from Forever21 for $22.50. I went online and decided to finally spend my credit and picked out 4 items. My total came to $31.50 but after applying my credit, I only had to pay $8 for my things. They were running a promotion that day. Free shipping over $30. Since my total was $31.50 I applied for that promo. I picked standard shipping and put my info in and then placed my order. Not even 10 minutes later, I went back online and checked my order and I was charged around $32 even though I was really only supposed to pay $8. I checked to see why and I got charged $#*!ing $22.95 for next day shipping even though I never $#*!ing chose the option. I couldn't $#*!ing call customer support and cancel my order because they don't operate at 8:00 pm. I called the next day and they told me that there was nothing they could do because the order was already shipped. Then I asked if I could be refunded at least because I never chose that option and they told me that there was nothing they could.

I placed an order on 6/27/16, fedex shipping #**************859, which they confirm was returned to them on 7/20/2016. Despite this, they REFUSE to refund me my money or let me speak with a supervisor. Every time I've asked for one, the rep has either "placed me on hold" only to hang up on me 30 seconds later, or I was told they were on the phone and someone would call me back within 24 hours, which has YET to happen. It's just something they say to get you off the phone and hope you go away. This is complete FRAUD and I have no idea how they are still allowed to be in business with these kind of operations. This is the SECOND time this has happened to me w/this company where they took my money, never received my shipment and refused to refund me. I am sick of them and will sue them into non-existence. If anyone else wants to join on a class action suit, please contact me at *******@gmail.com.

This is the second time I have ordered from Forever 21 that my order has been dropped. PayPal sends me notifications that my order was submitted but somehow it gets dropped. I was supposed to get free shipping on the day I ordered. So I told them I wanted free shipping. I talked to 4 people & they claimed that it wouldn't help to talk to their supervisors. They were not going to give me free shipping even though I offered to send my PayPal receipt from my forever 21 purchase on day of free shipping. They were rude & unapologetic. I will never shop there again!

My daughter paid almost $20 for 2 day shipping and then didn't receive the package until almost a week later. When we called to ask for a refund of the difference between 2 day and regular shipping, they refused to give it to us stating that it actually arrived on time. Beware of their shipping policies. Apparently they can take 2 days before they consider your order "processed" and then 2 day shipping is actually 2-3 day shipping and only on weekdays, so Saturdays do not count even though all shipping agencies deliver on Saturdays.
Then, the customer service rep couldn't even put a supervisor on the phone because she said they were all on the phone helping other customers and I would have to wait so long for a return call that they couldn't place me on hold. Sheesh. Really? Don't order online from Forever 21, and, while you're at it, stop supporting them at all.

I purchased about 6 items including a bikini top from forever21.com They sent me a bottom instead of sending me the top. The customer service department tried to make me pay to ship the incorrect item back to them. (as if it was my fault) and they would refund me for the shipping when they received it. I was not taking that so after much back and forth they offered to send me a free shipping label to send the item back. The label can take up to 48 hours to get to me and I have to wait for them to receive the item in order to ship my item. I am going on vacation on 6/30 this is not a possible fix in time for my vacation. I asked multiple times to speak to supervisor and no one is available. They took my cell number and said a supervisor will call me back. I guess we shall see what happens from here.

Stay away from this company. I received the wrong order and I still haven't received a refund... It's been 2 months. I returned the wrong package as advised and was told that once they received the package I would receive my refund. The package was received and still no refund. I've talked to customer service several times and they keep telling me it will take another week because they have to talk to UPS... what a joke! What does UPS have to do with this. Forever21 sent the wrong package to me not UPS. I asked to talk to a supervisor and of course no supervisor is ever available. At this point I am disputing the charge with my credit card company. Buyers beware Forever21 are LIARS, CHEATS & THIEVES!

I have been shopping at Forever21 both online & in-store for years, so I am in disbelief with how horrible their customer service has gotten. I purchased some items online and used a promo code, as I always do, but for some odd & very peculiar reason, the promo code and discount disappeared AFTER I placed the order. I called numerous times and was given different ignorant excuses (i. E., the discount doesn't apply to deal items despite no deal items in the order), so I finally emailed them expecting someone to at least be knowledgeable and research what happened. Clearly, I was wrong. I received the response that it is their policy not to apply merchandise credit after the purchase has been made. So basically despite the fact that I received the discount and they removed the discount, there is nothing that can be done. Ridiculous and foolish. I will never shop with them again, and you can bet that I will fight them on this.