• Forever21

Forever21

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Overview

Forever21 has a rating of 1.72 stars from 1,016 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Forever21 most frequently mention customer service, store credit, and return policy problems. Forever21 ranks 430th among General Apparel sites.

  • Service
    164
  • Value
    141
  • Shipping
    141
  • Returns
    125
  • Quality
    134
Positive reviews (last 12 months): 4.2%
Positive
1
Neutral
0
Negative
23
84
See all photos

What reviewers want you to know

Positive highlights

  • So I talked with customer service and the guy was nice enough but he didn't do anything to fix my situation.

Critical highlights

  • So, I went in there to tell them this is unfair and she wants her money back, not in store credit.
  • I don't like their return policy, so I don't order online.
How would you rate Forever21?
Top Positive Review

“Amazing experience!”

Susannah Z.
3/23/23

I didn't have any idea what I wanted and Cameron helped me go through the store and personally hand picked what I needed to look fabulous for my trip to New York. Isabella at checkout was very sweet as well. I highly recommend the store, ESPECIALLY if you need expert advice. Really really cool girls. Amazing vibe. ;) xox

Top Critical Review

“Awful all around”

Emily C.
1/24/24

Do not purchase with your item shipping to you/store and expect an honest ship date. I received an email saying my order shipped to store Jan 11.estimated delivery Jan 17th. I don't get any updates by Jan 24th so I contact support and they say it didn't even ship until Jan 16th. Why would a company send a false ship date? I've never encountered this from a business. Lying to customers is not a good look and when confronted with it having support act like it's your problem isn't either.

Reviews (1,016)

Rating

Timeframe

Other

Reviews that mention popular keywords

store credit (61) return policy (67) credit card (50) customer service (342)
Thumbnail of user emilyc1371
1 review
0 helpful votes
January 24th, 2024

Do not purchase with your item shipping to you/store and expect an honest ship date. I received an email saying my order shipped to store Jan 11.estimated delivery Jan 17th. I don't get any updates by Jan 24th so I contact support and they say it didn't even ship until Jan 16th. Why would a company send a false ship date? I've never encountered this from a business. Lying to customers is not a good look and when confronted with it having support act like it's your problem isn't either.

Service
Value
Shipping
Quality
Thumbnail of user radhikah3
1 review
1 helpful vote
December 26th, 2023

This company sells damaged cheap clothes and refuses to take returns if you have already worn it. Well people buy clothes so they can wear them but if they start to fall apart on the first day how are we to know it was cheaply made. Sweaters should not start falling apart that easy! I do not recommend this cheap $#*! company or their clothes! A very cheap product guaranteed to fall apart within 5 mins of wearing it. Don't waste your money on this company! Fraud! Scam!

Tip for consumers:
Do not keep them in business

Products used:
Had to keep the damaged item. No refund or exchange

Service
Value
Shipping
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Thumbnail of user emilyl345
9 reviews
3 helpful votes
April 27th, 2021
Verified purchase

We all know Forever 21 - it was one of my go-to places to shop when I was growing up! But their stuff started to get a little "too much" and nobody shopped there anymore. I decided to give their website a try again recently and to my surprise, I actually found a few things that I wanted to buy! The quality of their clothes has improved, yet they're still affordable. My only complaint is that they are very hit or miss. Another perk is that they've been having a lot of promotions going on lately and it's relatively easy to find promo codes.

Value
Shipping
Quality
Thumbnail of user wh72
2 reviews
0 helpful votes
November 28th, 2023

I paid 14.95 express shipping fee on November 21. Today is November 28. I know the holiday was November 23. But to pay for express delivery and your package is not delivered until five or six days later. It a big rip off.Better explanation should be given to be your purchase express fee. Disappointed customer

Products used:
Have not received it yet

Service
Value
Shipping
Thumbnail of user troubledb
1 review
0 helpful votes
December 5th, 2023

I recently returned an item that was not sized correctly. I have waited for well over a month for my refund. I tried calling today to speak with customer service and I am still waiting for someone to pick up and the time is 1:06:36 I have waited. This is utterly frustrating. This will be the last time I make a purchase with this company. To have someone intentionally wait this long to speak with someone and get ignored shows bad business ethics.

Tip for consumers:
Never received my refund after sending item back and them acknowledge they received it back and to be expecting a refund. They would keep $5.99 for returning the clothing.

Products used:
Suit

Thumbnail of user norab19
3 reviews
8 helpful votes
March 6th, 2024

I recently received a Jean jacket that was dirty and appeared to have been used. Receiving a used and dirty jacket from Forever 21 was extremely disappointing.I expected better quality control. This experience has tarnished my trust in the brand's products and customer service.

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Value
Returns
Quality
Thumbnail of user leii
1 review
0 helpful votes
December 28th, 2023

This is the second time I've mailed back my return but this time I sent back over $200 worth of items and they keep telling me to wait and I've called 3 times and it's been over a month and they refuse to refund me saying I have to wait 2-3 more days or a week. They are frauds that keep your money. DO NOT TRUST THEM. I will be shopping elsewhere.

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Value
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Thumbnail of user cm249
3 reviews
2 helpful votes
April 9th, 2018

I have ordered clothes and accessories from Forever 21. The quality is ok but, for the price, it is a good deal. I've always received my full order. I have ordered final sale and always make sure those items are reviewed so I can know about size and quality details first.

Thumbnail of user dudamellox
1 review
0 helpful votes
December 7th, 2023

They pretend delivery, but their carrier is "Delivery It" as result nothing is delivered. Never buy anything online from them.

Tip for consumers:
Run from them.

Products used:
Clothes

Service
Value
Shipping
Returns
Quality
Thumbnail of user markc3281
1 review
2 helpful votes
April 20th, 2022

If you expect it to be like most retailers it is not and they drag out the refund for 14 business days and they will apply other charges if what you send back is below a certain dollar amount. I like the look of the clothes but beware of their return policy as it is not favorable to customers! But the shipping is fast and the customer service is not bad

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Value
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Thumbnail of user charliem411
1 review
0 helpful votes
February 24th, 2024

So I ordered some leggings from them and I haven't gotten the leggings...for 6 months now, I've called them multiple time, I've went in store multiple times, and yet have not received my leggings.

Products used:
Green, gray and black flared leggings

Service
Value
Shipping
Returns
Quality
Thumbnail of user jens478
1 review
2 helpful votes
May 29th, 2022
Verified purchase

I went to exchange a shirt for a smaller size. When I bought it it was 50% off. Today when I went to exchange it, it was 30% off. Now I was just exchanging but I had to pay the extra money since it was only 30% off now. That does not make sense. I contacted customer service and they said I have to reach out to the store manager because they can't see in store purchases. This isn't the first time I have had issues with them. I would not recommend this store to anyone.if

Thumbnail of user cassandrayate
1 review
0 helpful votes
December 27th, 2023

I purchased some items on black Friday for some of my daughters Christmas presents. It was a total of 4 items. When I checked my order the next day, it was sitting in my shopping cart. Thought that was weird and resubmitted my order. When I received my order, only 3 items shipped. Checked my email and 1 item was canceled for being out of stock. Checked my Amazon Pay and my bank statement, the full amount was withdrawn. I also saw on Amazon Pay that this charge was placed 3 times and canceled and on the 4th attempt went through. The first time I talked to CS, they apologized and said that the refund could take up to 3 weeks. The second time I chatted with CS, they apologized and said that the refund is in process. The third time I chatted with CS, they told me to check with my bank about the charge and that they only charged for the 3 items. The original charge was $82.24 and they swear up and down that they only charged me $55.20. Customer service would not give me a fax or email so I can show them my proof of the over charge. This is a lot of hassle to go through for $27. But the point is that they initially charged for an item they knew they didn't have and now are refusing to reimburse for their error. $27,1 month of waiting, roughly about 2 hours of phone and chat time, a lot of gas lighting. I am uploading my statement and the invoice that CS emailed me right after our chat today.

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Value
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Thumbnail of user haileyl2
3 reviews
5 helpful votes
February 20th, 2017

It's a really good website to buy stuff off of, but not all is what it seems. Somethings are smaller then others, and sizes vary too much which making it difficult to buy the right size. I would suggest going to a website that's usually has sizes you're more familiar with and have more of a guarantee. BUT sometimes you do gotta take chances because clothes here are fab asf, but remember your risk.

Tip for consumers:
Buying stuff is really at your own risk. Varying sizes does make it difficult to shop, so be sure you know what you're getting yourself into before you get yourself into it.

Service
Value
Shipping
Returns
Quality
Thumbnail of user shaytianar
17 reviews
53 helpful votes
December 3rd, 2020

I almost forgot about Forever21 until I saw a promotional email stating their sale items were up to 60% off, which seems to be the norm these days given that the popularity of this brand is going down.

OVERALL QUALITY: 5/10

SHIPPING: Almost 4 weeks =/

I purchased $200 worth of workout attire, jewelry, and a few random clothing pieces. It was honestly not worth spending the money on since the quality wasn't the best. While Forever21 was great in my teens, I wouldn't really recommend it now that I'm in my mid-20s. There are far better online stores you can shop at that are reasonably priced.

Anyway, the only item out of the whole purchase that I wore out was this dress which I will include a picture of.

Thumbnail of user anuththarahewage30
1 review
0 helpful votes
November 29th, 2023

I order one dress ane one pant 17of November then I was returned that 19of November still no one inform me how can I collect my money before return I ask them how long it will take for the refund the sed it will go 3to 5 days until now no any update if I send massage the sed every time I will inform you
Don't order online this shops very difficult to collect our money

Tip for consumers:
First time I have very bad experience online order

Products used:
Pant and frock

Thumbnail of user muhib1khan
1 review
0 helpful votes
May 14th, 2023

I tried to return an online order at the store but was unable to because the system was down. Store clerk told me tshe had no idea when the system would be back up again. She informed me that company will make an exception and allow free return for up to 90 days and advised me to contact customer service to get a free return label. To my utter disappointment, Customer Service declined my request and told me that store gave me wrong information. I am very disappointed.

Service
Value
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Thumbnail of user gladysg123
1 review
0 helpful votes
September 19th, 2023

It's been a over a month and I still didn't receive my package when order placed online. By the 3rd call, I asked for a refund but their staff said I have to wait until 10 days for a resolution. Ten days later, they said "no resolution was made. You have to wait another 10 days to see if we can authorize a refund." Wow, no package means give me my refund! At least that's what defines good customer service. Apparently Forever 21 doesn't not act upon that!

Shipping
Returns
Thumbnail of user beverlys1056
1 review
0 helpful votes
September 9th, 2023

Went into forever 21 at Kingsway mall to purchase a reusable bag. I found a cloth one which had no price listed, went to till to pay and (my own fault) purchased for $15. Tired and not thinking I decided to return it. They oy offer in store credit or exchange, no refunds. Gave the gift card to a friend and I will never step foot in this or and Forever 21 store again.

Service
Value
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Thumbnail of user joshstaton78
1 review
0 helpful votes
October 13th, 2023

Took my daughter in to buy clothes for her birthday. We were told the fitting rooms were closed and she couldn't try on anything. It was still 2 hours before the store closes. No worries tho we went to another store and bought 3 shirts, 2 pairs of jeans and some accessories for her. Will never set foot in that store again.

Thumbnail of user marlow15
1 review
0 helpful votes
December 9th, 2023

Can't seem to get ahold of anyone. Tried to chat with them. Can't get anyone. Tried to look up my order can't. Tried to call was on hold a long time couldn't get an answer. Where is my order people!

Thumbnail of user madisonb42
3 reviews
2 helpful votes
July 10th, 2017

I have been ordering on forever21.com for a long time now. I don't go to the store because they don't have any plus size sections in my whole country (The Netherlands). Their price point is okay, sometimes the clothes are not what you expected (such as thickness, quality etc.) I have to browse a long time before I find something cute and flattering but it sells out really quickly. Most of the clothes are really revealing and not flattering so thats a bummer. It's also really disappointing that their plus size section in America is much larger than in Europe. I never had problems with returns or customer service.

Thumbnail of user aaronz82
1 review
2 helpful votes
March 3rd, 2022
Verified purchase

I still have no resolution on what seems to me to be a rather straight forward & simple matter. I purchased a gift card for my daughter as a Christmas present on 12/14/21. Everything on the website indicated that it would arrive in time. The card finally showed up a month later, after I had to give my daughter an alternative gift. The organization did not deliver what was offered. I have reached out repeatedly and have received no assistance to date.

Service
Value
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Thumbnail of user philipu5
3 reviews
7 helpful votes
July 19th, 2018

I opted forever 21 to get my girlfriend stuff from here. The quality is just up to the mark. Can be happy but not delighted.

Thumbnail of user juanm1124
1 review
1 helpful vote
December 29th, 2022
Verified purchase

I purchased an item online in 12/19/22. It was suppose to be a Christmas gift. Over 8 days later absolutely no movement while tracking package. Customer service told me it was lost, although the only activity was the label was created. Poor communication during holiday season. Learned my lesson. I will never purchase ever again from this store.

Tip for consumers:
Shop elsewhere if you can.

Products used:
None. I never received them. To me it’s a classless company. Trust me. I will never shop here again.

Service
Value
Shipping
Returns
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About the business

Forever21 sells trendy clothing marketed toward younger women.

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