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