Ordering/Shipping Process
I feel like their website is pretty easy to navigate. I like that you can favorite items to a wishlist so you can see if they go on sale. I also like that they have a "style gram" section where they show Instagram pictures so you can see how others style their clothing.
I usually shop their site by selecting a specific category (tank tops, skirts, boots, etc) then sort everything from low to high price. I find it's easier to go through their website using this method because they have SOOO many items it can get overwhelming to sort through everything if you don't narrow it down to a specific category.
My items normally arrive in about a week. They usually offer free shipping on orders over $50, so I'll wait until I want enough items to get free shipping. They also do free ship promos or free shipping with a $21 purchase pretty frequently, too.
Forever 21 FINALLY changed their return policy. You used to only get store credit and it had to be returned in 21 days. Now they'll refund you back to your method of payment and you have 30 days to return all non-final sale items (30 days from ship date if ordering online).
If you have a return from an online order try to return it to a store and not through the mail, because they don't offer free return shipping (you're responsible for the costs). I also feel like in-store is easier because you get your money back faster and don't have to worry about tracking the return package.
Quality
I feel like in the past couple years Forever 21 has improved their quality. I still try to stay away from their items with sequins or a lot of beading (because every item I've gotten like that in the past has fallen apart after 1-2 wears) but I love their basics!
Also, this season I've been loving their faux fur coats. Most of the ones I've ordered/felt in-store are extremely soft. Only one that I ordered didn't fit right. All the others were a decent price and good quality. The only con was that most needed to be dry-cleaned, so that's another added cost you have to consider.
Sizing
Forever 21 has sizes for kids, women, men, and plus size. I mainly order items in a size small from the women's section (extra small if they have it) but most of the time they only have small as an option. Their "Contemporary" line runs a bit larger so normally the items from that line don't fit me (unless it's supposed to fit baggy).
I feel like their sizing isn't always that consistent between items. Some dresses will run really large and some tops will fit super small, while others in the same size are baggy. I try to stick to their size chart but I feel like since they have so many items it's not too consistent. Sometimes I'll even order clothing in two different sizes then return the one that doesn't fit. I think that's easier then trying to do an exchange for a different size.
Customer Service
The only time I've tried to contact Forever 21 customer service was when my sister and I both ordered necklaces and they looked nothing like the image online. The image online made it look like a small chain and what arrived was a huge chain link necklace (think Flavor Flav status). I went to the store and showed the manager and even she agreed it didn't look like the image online but said there was nothing she could do (this was back during their previous return policy, however jewelry is still final sale as of today)! I tried calling their customer service number and they said they couldn't do anything either. Honestly after this experience I stopped shopping at Forever 21 and didn't purchase anything from them for almost 2 years until they updated their quality and returns policy.
Also, I prefer to shop online instead of going in store because the employees at my location aren't always that friendly. Plus, there's so many items crammed together in the store I feel like I can hardly ever find the same items I've viewed online.
Overall Thoughts
Forever 21's new return policy is definitely a huge improvement. Also I feel like the quality has been improved, at least the item's I've purchased seem to be a better quality then they used to be. I'm glad I started purchasing from them again and hope they continue to improve.
Everything purchased by me.
