Order Not Received, Poor Customer Service

Posted Sun August 19, 2012 4:59 am, by Tanya E. written to Forever21

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Here's my HORRIBLE customer service experience with FOREVER 21. I ordered a simple gift card for a niece's birthday on July 31 for an Aug 9 birthday gift. At the same time, I ordered four other birthday gifts from other companies, all others of which I received within just a few days, without any problems. Three days later, however, FOREVER 21 sent me an e-mail to inform me that my order was on hold because I had never ordered with them with my credit card before. WHAT? Who does that? When that was finally cleared up, I knew I barely had a chance of receiving my niece's gift by her birthday in time to get it to her. Finally, on Aug 3, I received a notice that said my order had been shipped, however; the tracking number that was given in the e-mail DID NOT WORK! I went to the USPS site and figured out the tracking with my order number. For the next TEN business days, as I checked on the status of my order, USPS still had not received my order from FOREVER 21. The only thing they had was an electronic notification that they would be receiving a shipment. I contacted FOREVER 21 four or five times via e-mail and phone with my concern, only to receive very insufficient responses and no reassurance about my order dilemma. After the “required” ten business days before FOREVER 21 will apparently give a crap about a missing order, I wrote them again asking where my order is. Yesterday, I received an e-mail from them, now telling me I have to fill out an Affidavit form that will take THREE WEEKS before they will begin the investigation as to where my order went!!!!!!!!!! IT’S A GIFT CARD, FOR CHRIST’S SAKE! Do they not care at all about their customer’s satisfaction? Since USPS NEVER received this item, my assumption is it was NEVER shipped from FOREVER 21 in the first place, as this is just the appalling quality of their business. If FOREVER 21 has any concern at all about the satisfaction of their customers, they would apologize for this oversight and inconvenience and would OVERNIGHT me the gift card that I ordered 19 days ago. I feel terrible that my niece has not received her gift from me yet. I even asked for them to do just that, which is when they simply sent me the Affidavit form. I WILL NEVER, EVER ORDER FROM FOREVER 21 AGAIN, even though I have three wonderful nieces who love their clothing. I urge all to beware of the very poor organizational skills and customer service, or lack thereof, they have provided. I will share this story with as many people as I can until I receive an acceptable resolution from FOREVER 21.

Forever 21 should simply overnight me a gift card and apologize for the delay and any problems this has caused. It would go a long way to obtain a satisfied consumer.

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Re: Order Not Received, Poor Customer Service by RedheadwGlasses Posted Tue August 21, 2012 @ 1:20 PM Contact your CC company and dispute the order. Reply File a chargeback with your credit card company for nondelivery by The Original Nethead Posted Sun August 19, 2012 @ 10:27 PM Either you'll get your money back, and Forever21 will get hit with what I call a stupidity fee, or they'll cough up. They certainly can't prove delivery since the shipment never left the warehouse. Then get your niece something from a company who cares. If she's into the vintage look, or 80s the way some kids are, Salvation Army sells gift certificates. She can get some cool stuff and do some good at the same time. A mall-issued gift card would work too; they're good in most stores in the issuing mall. Reply