Just rude customer service, they aren't willing to help. Firstly, their store customer service was awful. I came in to return some items I purchased online, but didn't have my packing slip. I showed them the online receipt they emailed me. My items were within the return policy and still had all the tags attached. The lady wouldn't return them because she said my online receipt doesn't reflect what I actually paid, and I said what do you mean it shows right there what my discount was and what I originally paid. She glared at me and said "im not returning this. Go get something off the floor and I can exchange." She pointed at their clothes behind me and then walked away. I was baffled. I never like anything in store, I only like the online items they offer. I exchanged my clothes for something random, then with the store receipt returned them to get my money back. A few months ago I signed up for their credit card, and was told I would get a coupon in the mail in addition to the immediate 15% discount. When I didn't receive it, I did a live chat with them on the website to tell them I didn't get it after they said "what can I help you with" but when I told them, they never replied. Two more times I started a chat, but every time they kept logging out without responding. And then, yesterday I signed up for their emails to get 10% off my order. I received a coupon, but when I typed it in it said my discount does not qualify for my order (I had $288 worth of clothes). I refreshed the page and typed it in again, and it said my code was expired, even though you're supposed to have 7 days to use it. Anyway, I messaged their customer service explaining this, and she said, "I see! Please try back again in 2 hours. Is there anything else I can help you with?" I replied, "Is there another code you can send me? I'm worried if I wait to purchase my items they might get sold out." And she said, "unfortunately, that is beyond our ability" which I thought was weird, aren't they supposed to be customer service for a reason? So then I asked if I could order my items now and then get them price adjusted, to which she again replied, "No, unfortunately we are unable to do that." Like what else is their service for then? If they "can't" create another coupon code after the one they sent you doesn't work, or if they don't send you the coupons they promise at all and don't care, what's the point of even having a customer service? Lame. Won't be shopping with them anymore

Re order number: *******
I have not received my merchandise with Forever21, they refused to replace the order or cancel the order, yet they have initiated an insurance claim with UPS and have told me that UPS will have to refund the order.

Despite UPS's claim to have delivered our package and left it at our front door, we have not received our package. Unfortunately our town and nearby towns have streets with the same name, and UPS, whenever its usual deliver person from our area is on vacation, assumes the address on the package is incorrect and then delivers packages sometimes three towns over and to a different number. When this happens and if we are awaiting a package, every other company resends the package, files a claim with UPS, and they receive compensation from UPS for a misdelivery. Everyone is happy - and these are companies that care about their customers.

Unfortunately, after speaking with the person who declared he is the top phone customer service person for the US and Canada, I am dumbfounded at why Forever21 will not replace the items, will not cancel the order, and is asking me to wait until an investigation through UPS is finished. They declare that their "user based system" prohibits customer service from refiling an order or even amending an order. To declare that you have a user based system without actually being able to fix a problem (ie, not having received items - it was your decision which carrier to use - a carrier which misdelivered my package - my agreement was with Forever21, not the mail carrier, and it is with Forever21 who has chosen to not fulfill its agreement with me - I am left without the items I purchased and waited for, have been charged for them, and now must await a refund from UPS, rather than Forever21. In essence, Forever21 has decided that their customers are not their top priority.
I paid for items and have not received them am being charged for them and was told I should just drive to a Forever21 and repurchase items.