Forever 21

Simon Pond mall its a good mall with a little more desirable they need to improve the faced and up the mall game
Sep 17th, 2023

No plus size section
May 5th, 2022

It's ok
Feb 14th, 2022

I have never experienced such bad customer service as I received last night at this location. What should have been a quick and easy transaction turned into almost an hour of completely irritating customer service. Went with 2 sweaters to exchange for a smaller size, both brand new with all tags attached. Selected the proper sizes of the exact same product and went to the registers. The original order was placed online, I couldn't find my email with the order number on it but again both sweaters were Forever21 branded and had original tags attached. The very rude employee told me I needed to have the order number or receipt, or they couldn't help me at all. I informed her I ordered them online and could she look it up by my name or email address, she said no and began to ignore me. I asked to speak with a manager to see if there was any way to just exchange the items, the manager came over and was just as rude telling me no they couldn't do anything to help me. While standing in the store I called customer service on the phone, waited on hold for over 20 minutes for someone to pick up. Once they answered the call, I explained the situation to the gentleman and he could not have been more helpful, within about 3 minutes he had verified my information and resent me the order confirmation I had needed. I asked him if there was any reason why the store couldn't have done the same and he said he didn't know why they didn't look it up for me. Now that I had the order number, I figured it would be all set and could complete my exchange and go on with my evening. They put in my order number and attempted to do the exchange, for whatever reason the system would not let them do an exchange. Once again, the manager was called over to assist the cashier. She came over and the cashier said "they finally have their order number, but it won't let me do an exchange" the manager said Well they can't do it then and began walking away. The issue wasn't that I couldn't return the items the system just wouldn't do it as an exchange. The manager called someone on the phone to try to assist the cashier and when they answered she gave the cashier the phone and said, "here you deal with this" and walked away. They explained we needed to return the items and then do a separate transaction to buy the correct size. I said that's fine with me, what should have taken about 5 minutes had now been over an hour. Ok so now I should be all set, nope. The original sweaters were $15 each but the new ones were coming up as $19.99 each, I explained that their website had them listed as $19.99 each or 2 for $30, it was not listed as an online sale only or anything like that. I asked if they would honor the online price especially because it was just an exchange. The cashier said no I can only charge you what the register says to charge you. The manager was walking by and said "now what's your problem" I told her the situation and she just said there's nothing she can do; the website must be wrong. At this point I had 2 options; I could order them online for a store pickup or pay the difference. I asked the cashier about ordering them online and she said sure I could do that and with a smile on her face she said, "but we don't have time to pull the order today, so you'll need to get it tomorrow". Such great customer service. I just wasted over 75 minutes at this store and just wanted to get done so I paid the difference and left. If this company is so interested in $9.98 extra, they made then this is not a company I want to deal with ever again. Do not waste your time or energy dealing with this branch.
Dec 28th, 2023

I bought a bag back in August at this store and the employee never took the security tag off. When I walked out the store that day, the alarms never went off. I didnt notice this until I got home, and of course the receipt was gone by then. I just came back and had the bag with me and so conveniently, alarms at every single store started going off! I went back to forever 21 to explain the situation and the man with the bun didnt let me finish my story. He interrupted me and said he couldnt take the security tag off without a receipt, which is completely understandable, but he would let me walk out the store with it? If you think the product is stolen and cant take the security tag off without a receipt, then why would you proceed to let me take it? At that point I just gave the bag back. It was 7 dollars, but this was just unbelievable. The employees at JC Penney were very helpful and were going to help me out but werent able to take the tag off.
Nov 10th, 2023