If I could give this store as a whole 0 stars I would. My family and I have been shopping at Forever 21 for well over 10 years and I have never had an issue up until these past few months with the store and their customer service people. I am truly disappointed and will never shop here again. They have essentially stolen money from me and several people have lied to me over the phone and over multiple phone calls including managers. I placed an order on Cyber Monday and I am still having issues with this same order on Jan 13th of the new year. My order did not get to me until a month later due to delays and lack of communication on their part about issues with my order. By the time my order was processed 2 of the 4 items I purchased were sold-out (even though over the phone they assured me that they were holding all of my items despite the issues that had to be resolved- an obvious lie). After over a month of waiting and 5 phone calls with customer service my package finally arrived. It was when my package arrived that I realized that Forever 21 had charged me twice for the order. The 4 items I purchased were supposed to total to $21 and since I did not receive 2/4 items I was only supposed to be charged $14. Instead, Forever21 charged me $21 AND $14. I have called customer service 3 times asking to be credited back the $21 that I should NEVER have been charged in the first place and even escalated the issue to management the 3rd time I called. The first two times I called customer service assured me I would be credited back in 24/48 hours. Both times I waited 48 hours and did not receive my money or even a confirmation email. My 3rd time calling I asked to speak with a manager with whom I explained the situation. This manager who’s name is Victoria, yelled at me over the phone and continually shouted over me and did not let me speak and explain the situation I was in because she did not understand why I should be credited back $21. Even though I explained the entirety of the situation and she had all the information in front of her, it took me 3 times to explain to her that I needed to be credited back $21. I have never been talked to over the phone with customer service, let alone a manager, with such disrespect and rudeness. She did not even apologize for her mistake or admit that she was wrong. This call was 5 days ago and I, again, have not received a confirmation email or my money back. I have informed all of my family and friends who shop at this store of this horrible experience and they have lost numerous costumers because of it.