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Consumer Unfriendly Return Policy

Posted Thu January 31, 2008 9:30 am, by andrea r. written to Forever21

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Made a purchase and was not advised that nothing is returnable for a refund. Within the hour, (never left the mall) I returned to the store and asked to return the merchandise - and only THEN was I advised they would not charge back my credit card - that I had to accept a store merchandise card. The merchandise was NOT on sale - it was regular merchandise and can and will be sold to someone else- and they should not be keeping my money by giving me store credit - penalizing me for having bought something and returned it (within the HOUR).
I never would have purchased from this business had I been told when buying that the merchandise was not refundable, that only store credit was provided for a return. When I complained that I had JUST purchased it - I was told "you aren't the first one to complain about this".
I explained I do not live nearby, not could I use store credit and the salesgirls laughed, explaining that this happens a lot and they couldn't do anything about it.
It is my position that this store is consumer unfriendly and it hides it's terrible return policy by not telling people clearly of how it handles returns because it knows people have complained and it would cost them business.
I find this reprehensible and it is wrong to not provise a decent return (issue credit to your card when you use a credit card) policy to consumers, or to advise them of this terrible method of keeping your money. Stores hope you will lose the credit they issue and then they have your money to increase their bottom line.

I would like a credit issued to my charge card and not a store credit, for merchandise purchased and returned before I even left the mall, which is now in their possession and I have nothing.


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by Amanda J. Posted Fri September 11, 2009 @ 3:23 PM

I think that this store's return policy is ridiculous and that anyone
replying that it is the consumer's fault or responsibility needs to
get their head examined and realize that it's the store's
responsibility to treat their customers with value and respect. The
consumer pays their salaries and our "voter dollars" make it possible
for this stupid store to even exist.
NEVER in my life have I encountered a "no return policy" at a store in
the mall outside of clearance sales or stores that are going out of
Yesterday I purchased several items at this store. I was in a rush
and couldn't decide between three different belts to go with a dress I
had at home and figured I could try them out and see which I liked
best and then return the other two. I even mentioned this to the
cashier, but it was only AFTER he had charged my credit card that he
explained that Forever 21's return policy does not allow these items
to be returned for cash or for the amount to be credited back to my
card -- it's store credit only and just for 21 days. I actually had
the cashier repeat the policy to me because I thought I had misheard
him. Nowhere in the store is it visibly posted that this is their
policy and I thought it was quite convenient for it to be mentioned
only after I had purchased the items. Today I called Forever 21's
customer service line to lodge a complaint and was told after holding
for 10 minutes that all complaints must be in writing via the website,
where I am sure my complaint will be ignored.
I will never do business with them again and I will let all my friends
know about their shady return policy.

by Peanut010901 Posted Sun June 15, 2008 @ 10:41 PM

I had the same problem. I was out looking for a dress (for a bridal
shower) at the mall yesterday. As I most oftenly do, I bought several
dresses at different stores, brought them home to show my boyfriend
and went back to the mall to return the ones he didn't like. I know
its a pain, but when I shop alone, and don't have anyone's advice, I
have to get an opinion one way or another. Needless to say, I went to
Forever 21 today to return (2 out of the 3 dresses I bought). They
lady was like "Did you want a different size, to look around for
something else or store credit?" I was like "No, I want a refund". She
was like "We don't give refunds and pointed to the sign at the
register. Like honestly, who is reading those signs when you are
standing in line. I feel that it is the customers right to know PRIOR
to purchasing an item. I have had plenty of stores tell me when I got
to the register from the cashier "No refunds" Or a HUGE sign that says
this... This was in tiny writing next to ONE of the registers (not the
one I was next to yesterday). I was so upset. I don't feel that
companies should get away with keeping our money. I have been a loyal
shopper of Forever 21 since it opened in our mall years ago. I haven't
had to return anything from the store until today. But I will never go
back to the store and I will make sure that my voice is heard on this

by Laura T Posted Sun February 3, 2008 @ 6:36 PM

There are usually signs posted and whenever I've shopped there, the
person ringing me up has usually told me about the return policy. I
would have asked to speak with a manager and kindly asked if they
could void the transaction since it had only happened an hour prior?
On the rare occasion that I myself have had problems with a store, I
find that if you're nice, they will do whatever they can to make you
happy (of course, sometimes they simply don't have the power to do
certain things, so there's no point in fighting with them). If you
don't live near a Forever 21 store, I wonder if you can use the store
credit online?


Forever21 by andrea r. Wed April 15, 2009 @ 7:34 PM

by BellaSera Posted Thu January 31, 2008 @ 10:19 PM

I think this is a ridiculous policy, too. Most retailers will accept a
return/exchange within 30-90 days without issuing a store credit.
However, as others have noted, it is the customer's responsibility to
find out the store policies **before** purchasing the item, not after.
And I have a feeling this return policy was clearly posted.


by Jeffrey Posted Thu January 31, 2008 @ 12:40 PM

I'm curious. What was the reason you returned the item?


reason for return by andrea r. Wed April 15, 2009 @ 7:36 PM

by RedheadwGlasses Posted Thu January 31, 2008 @ 12:18 PM

It's the customer's responsibility to find out the return policy prior
to making any purchase.

An hour? Talk about an impulse vuy!


Impulse by andrea r. Wed April 15, 2009 @ 7:40 PM

by calm Posted Thu January 31, 2008 @ 12:04 PM

I bought Christmas gift there this year. I was helped by a young man
who knew a lot more about what teenage girls like to wear than I do,
and who made it very clear to me that the return policy meant I
wouldn't be getting cash back. That was acceptable to me, and I made
the purchase. (It was the first time I'd even heard of them but I
expect to shop there next Christmas too.) If I recall correctly, the
return policy was also printed on my receipt.

I agree that a store with an atypical return policy should have
salesclerks disclose that to customers before they make a purchase.
All the same, I think that if I didn't ask about the return policy
before I made a purchase, I've kind of tacitly accepted whatever their
policy is. Sometimes I don't ask questions that, in retrospect, I
really should have asked, and that's my mistake when I do it. They
should take back defective merchandise -- though it would be fair to
only swap it for the same (but non-defective) product -- but other
than that, I think they've got a right to choose a policy like "You
only get an exchange or store credit" just as you and I have a right
to refuse to buy from companies that won't give back the money.

If you asked about the policy and were misled, of course, that's
entirely different. I don't get the impression from your letter that
that's what happened, though.


by Harleycat Posted Thu January 31, 2008 @ 10:23 AM

Honestly, they don't have to have a return policy at all. I'm sure
somewhere in the store, most likely at the register is signage that
explains their policy.

If I don't see a sign and I'm not sure, I ask before I purchase the


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