A while back I shared an experience I had with Forever21.com regarding an order I placed on June 21, 2009. That post received a lot of hits and to date many people have emailed asking how I handled it and if I have any contact information for Forever 21. See the orginal post, Forever 21 or Never 21?. I do have contact info for Forever 21 and I’ll gladly share. So here it goes:
To briefly update, I received a full refund on August 28, 2009 and an apology email from a real person. No more automated responses or half pint attempts to brush me off. I stayed away from shopping Forever 21 for several months afterward and finally gave a second chance last month. Everything went fine with that order so I am a happy customer at the moment. How did I handle it? Well, by now surely you know the main number listed for Forever 21 is not a working number, unless they’ve changed it.
I emailed, frequently. Always provided specifics including order number, contact dates, account number and order totals. I also left no room for negotiation or offers, I knew what I wanted done to fix the situation and I let them know it and that no other offer was acceptable. I let them know my complaints regarding the entire process. Lack of order status, shipment confirmation, tracking number and most of all, the fact that I hadn’t received my order and no one at Forever 21 was helping me.
Stay on it, let them know you mean business. Tell them you will not shop with them again. Advise them that you will share your experience with your social network via Twitter, Facebook and/or blogs. If you are having a hard time, give them a deadline to resolve the situation or else you will be forced to file complaints with the BBB, FTC, etc. You can find out about your rights and where to file your complaints at the Consumer Action Website.
In my opinion, this applies to any purchase with any company. I you paid for a service/item you are entitled to get it. It is their responsibility to assure this and rectify anything that is not satisfactory. I fully stand by my belief that when refunds or exchanges are requested it should not take weeks or months to comply. I say “It did not take you days to take my money, therefore it should not take you days to process my refund!” Good luck to you all and I hope the contact information helps you.
Forever 21 Inc.
Customer Service Dept.
2001 S. Alameda St. Los Angeles, CA. 90058
Tel: 888.494.3837
Tel: 800.966.1355
Tel: 213.741.8966
Fax: 213.741.1494
online@forever21.com
orderverify@forever21.com
Ciara.Scott@forever21.com
their phone numbers seem to be busy. I've been trying to contact them for a day now. Should I email them directly?
Author
Yes, I would contact them by email right away! You may get a pre-written response back that doesn't seem very helpful but as soon as you get it, reply back to that email saying that you want real help from a human who actually listens to what you're saying. Keep at it until you get help! If you find other numbers, call them all.
I ordered some items on Monday, December 2nd with free shipping (4-6 days). Should I be concerned that it hasn’t arrived yet?
Author
Since it's holiday rush time and I know they just had some huge back to back sales for Black Friday & Cyber Monday, they might just be a bit swamped trying to get all the orders out. Have you at least gotten a shipping notice from them yet? If not then I would reach out to them to get a status update.
Thank you so much for posting their contact information! Their email addresses are impossible to find on their website.
Has it ever happened to anyone, not finding anywhere written on their website "FINAL SALE" next to some of their product nor on the online receipt / order confirmation, but when they ship it to you, it is printed "FINAL SALE" on the receipt? I am stuck with a $27 pair of shoes. (And I can't believe that 2 days after having bought them, they were selling them for $16.)
I've called their number, but the lady assured me it was signaled at least 3 times on their website when it really was not. I am hoping to receive an answer soon, having sent them in an attachment my computer screenshots…
Should I really fight for this?
Author
Yes, I've had that happen before. All of a sudden my shipment receipt said final sale but that wasn't listed on the product page, check out page or order confirmation. Yes, you should fight for it, even if it were $10…that was your $10 and they need to do the right thing by their customer! Hold on to those screen shots, I hope your issue is resolved faster than mine was.
I know this thread is very old but I’m having this exact issue right now. My confirmation email says nothing about final sale, I don’t even want a refund I’ll be glad to just be able to have in store credit for my items. They have not yet replied to my email nor message on Facebook that I sent.
Hello i dont know which one is the one that i need to mail.. i just wanna ask them if some of their clothes goes out of stock is there anypl possibility that they’re not going to restock them??? ????
Thank you
Going through similar situation which my package is basically lost I have contacted both forever21 and FedEx about the situation also emailed forever21 as well and I tried that Ciara Scott email but it says no longer active do you have any other email contact information from forever 21