I love the prices and the styles offered at Forever21. Where else can you buy a fitted, stylish black wool peacoat for $35.00?? However, I have found their service to be lacking, on multiple occasions. Most notably, the week before Christmas. I understand you are swamped with customers that are throwing the merchandise around like its a swap meet. I understand that the line is out the door and you don't have a break in sight. I even understand that certain policies must be adjusted due to in-store volume. But when I wait in said line for 20 minutes, to place a jacket on hold that I am planning to return for in just an hour, it is extremely off-putting when the gentleman behind the counter disdainfully states "we aren't holding anything today", and then hands BACK the merchandise...like what? Am I supposed to return it to the rack? Are you going to offer me any kind of alternate solution? Nope! Instead, he called "next" and I was shunted to the side, bewildered as to what to do with the jacket that had just been thrust back at me....Needless to say, I found a jacket somewhere else that day. Of course I will still shop here, but I'm not going to expect stellar service, and if there's a line, I might just go elsewhere. OH, and PS - you can't return anything (one BIG reason I wanted to place the item on hold while I thought about it). They only offer store credit - boo!!