HM Reviews 400

I would give H&M minus 5 stars if I could. I placed an online order for leather loafer mules on Sunday evening, paid immediately via Apple Pay, and was given an estimated delivery of 2–4 working days. The order then sat with a vague “undefined”/warehouse status and never moved, even as the day it was supposedly due for delivery came and went.
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I contacted customer service multiple times, clearly explaining that I needed the shoes for an early‑morning flight on Saturday and that the delay meant the order would completely miss the purpose. Instead of taking ownership and proactively fixing the issue, I received generic, unhelpful answers that did nothing to progress the order or offer a real solution.
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In the end, the parcel was never dispatched in time, and I had to chase them to cancel and sort out the situation, despite the money having been taken days earlier. There was no genuine sympathy, no urgency, and no meaningful effort to put things right – just a lot of cut‑and‑paste replies while my order sat stuck.
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This was already my second attempt at buying these shoes (the first pair was too small and the sizing issue is not made clear in the product description), so the whole experience has been a complete waste of time. I will think very carefully before ordering from H&M online again, and I would strongly warn others not to rely on them when you have a deadline !

Absolutely appalling I will never buy from them again. Sent with EVRI to an approved delivery. 10 days and haven't received it and no help from them Disgusting

Received a defective item with a hole in it. Customer service confirmed via chat that I could return it free of charge and issued a QR code.
Despite this, return postage was deducted from my refund. I have chat evidence confirming the free return.
I’ve had to raise a formal complaint to recover money that should never have been taken. This was my first and will be my last purchase from H&M.

Purchased a product on 16/12/2025 , and it's now 7 January, and yet to receive it. No update either from H&M, just "it's being processed" message, I mean how long do you need to process a simple order? This is terrible and customer service is nonexistent, nobody wants to talk to AI chat bot... you're loosing a lifelong customer that's for sure!

I ordered some clothes for my husband's birthday, and received an email about a week later, saying "We haven't forgotten you!" and that the parcel was running late and would be with me within 10 days. Well, 10 days passed and so did my husband's birthday, so I opened a dispute with Paypal and got my refund about a week later. I was very surprised that a company like H&M would be so shoddy - I didn't even check reviews before ordering, so when I did finally look and see what others were saying, I was very relieved I had used Paypal - I have no doubt that I would still be waiting for my money now, had I tried getting a refund directly from H&M. Avoid, avoid, avoid!

What can I say?
1. Dishonest
2. Being passed from one advisor to another
3. No consistency
4. All advisors providing contradictory information
5. Asking repeatedly for information already provided multiple times
6. Wasting literally hours of customers times due to company incompetence
7. Making extortionate profit by misleading customers

The man doing refunds on the 1st floor are you a robot ? Very slow no customer service get him in a training room his awful to look at on a Sunday shopping spree

Ordine effettuato circa 10 GG (2 /10 ) mai arrivato. Il corriere lo dà consegnato ma nessuno si è presentato all' indirizzo segnalato. Scritto al servizio clienti HM varie volte mi dicono di chiamare il numero verde dopo una settimana, mi rispondono dicendo che devo aspettare un' altra settimana per capire se forse il corriere si è sbagliato. Intanto ho speso dei soldi e nessuno mi risolve il problema... Pessimo servizio, sconsiglio vivamente!

Delivery next day offered if ordered by 9pm. I expected it next day but they used ervi and ervi don't deliver next day if collected after 12pm so how can they offer next day delivery. Don't offer something that you can't give just to get the order! Unfortunately I didn't think of checking trustpilot as its a reputable company... well I thought so anyways.....
I have since received my order and am very happy with the product which was a kids chairs and table set which was well made and a quality product. So landed up being happy, just disappointed in the delivery promise that could never have been met.

Their online glitsch meant I was sent duplicate orders and they are making it mega difficult for me to get the refund I am due. Taking up lots of time to sort out and their customer service is very inflexible.

I needed to return some trousers that were too long after purchasing in Manchester City Centre H&M. To my horror I had no receipt as I wasn’t able to get my wifi to work to use my H&M membership card during the purchase and I completely forgot that meant I should take paper receipt. I asked for help at the H&M store in Altrincham as I could see the purchase on my bank account so could at least show that. An extremely calm and efficient manager there (called Rachael I think), called the store in the city centre was was able to retrieve my online receipt and process the refund. I was very impressed. She was very helpful indeed. Thank you.

I usually do online and in store shopping .buying online is fine. Retiring is painful and almost there is queue to return and you can only do it in store, this is London wr are talking about, and staff is rude and dismissive everytime,

Self check outs are most of the time not working , there is lack of space to manage your bags, and again staff is always rude and impolite.

If they didn't use polyester, I'd be spending heaps of money there. I don't want microplastics in my system, though. Even the premium range is polyester-made. Thanks but no thanks. I don't see a reason why I should pay £50 for plastic.

Ordered two waistcoats on the 11th August, paid extra for next day delivery. Two days later still not arrived.
Contacted customer service, they were no help at all, the advice was send them back.
I would have to pay for the return then try and get a refund..
First and last time I will use this retailer..

Different prices online vs in store and customer service refuse to refund the difference. They suggest I return the item to store and reorder online for it to be delivered to store… nice to see they have such concern for their environmental impact and their customers convenience. Online customer service totally useless. No common sense. I won’t be shopping here anymore, having spent £100s over the years.

I placed big order online 13/07/2025, few days later I received the order, no issue so far, when I checked the order? I found 31 item instead of 30 which I ordered, I contacted customer services, they promised to collect the following day, no collection took place, I contacted customer services again, they apologised & promised following day collection, again no one turned up, I called again & they told me that there was no collection booked, I asked to speak to a manager, I was told no manager available, but she can book a manager call for me, I asked when, she said before 6pm on the day of my call, no manager contacted me. Finally I wrote to H&M CEO's office about 5 days ago, and I am still ignored, not even a confirmation of receipt of my complaint. It seems to me that the rot starts from the top. By the way my email to the CEO's office was extremely polite & I even apologised to him for having to bring my problem to his attention

I’m a long standing H&M customer and have always bought most of my children’s clothes and school uniform on their online store. My issue is that returns are not free anymore, and is compounded by the fact that they’ve also disabled customer reviews. I have recently ordered a number of items that have been disproportionately long or short, poor quality or completely see through. I feel that these issues would previously have been flagged up in the review section, preventing me from ordering them. Now I feel like I’m being conned into buying inadequate items, then having to pay to return them. Happy to pay for genuine returns; less so to return a load of rubbish that reviews would have prevented me from buying.

Skirt looks nothing like the photo on the website. It looked like a really lovely fine knit, well shaped skirt. What arrived was a very heavy, badly shaped and sewn excuse for a skirt. I’m not exaggerating when I say I have purchased better items from Temu. And now I have to pay £2.99 to return it to them. Lesson learnt I won’t be buying anything from them again. It’s a shame I can’t put photos on here to show just how awful it is.

Disgraceful, I have received an online order which is incomplete. There is a missing item from the order. I have contacted the customer service and their respond was “ We're sorry to hear you did not receive the item.
As we mentioned before, we've decided not to refund any more missing items.
Consequently, we will not be processing a refund for this order. We understand your disappointment and apologies for any inconvenience this may cause.
Have you considered shopping in-store? Your nearest H&M store can be found via our Store Locator on hm.com.”

Thieves, spend your hard earned money elsewhere.

Online ordering due to no local shop.
Items delivered quickly but returns are a painful process.
No way of tracking refund status online and refunds are very slow to be issued.
Had to phone customer services to chase refunds and though apparently issued, my payment service has not credited me after weeks.
Disappointed. Slow and poor refund service puts me off ordering online.