HM Reviews 400

I have posted on here before regarding an order collection from H&M which should have gone to where i live in Eastbourne instead it went to the Brighton branch because of a problem with H&M website this I was told by members of their staff.
i have tried to contact H&M customer service but they wouldn't help i then wrote a post on here asking for the CEO for UK H&M to please help but never got an answer back. I was expected to take a 45 minute train journey their and back to Brighton which i could not do. I ask for help in returning my package to my local H&M in Eastbourne Beacon centre but no one bothered to help. I did receive an email advising me that i would have to pay a none collection fee of £2.99 I have never received a refund of my money back minus their desperation for £2.99 they H&M seem to think they can take the lot even though i have never received the goods i paid for.
What has happened to H&M your treatment of your customers is disgraceful and you should not be allowed to behave in such a manner.
H&M do the right thing and give the money back.

Feel ripped off! I am not a regular shopper of H&M, but it's one of the rare shops still open in my town. I popped in and purchased 3 items. At the till I was asked if I was a member, I said no. I was asked if I wanted to be to get points, I said fine and signed up on the spot. Walked away happy with my purchases.

Came home and decided to have a further browse online for some other bits, to be hit in the face with 15% off for members online flashing up. The items I purchased only a couple hours earlier are 15% cheaper. Why on earth is the store staff not advising this? Surely they are aware? I jump onto chat, eventually got through to a human who states nothing they can do about in store purchases, it's separate. I mean say what? same company right? So now, in this day and age, I am dealing with a business working in silos.

So get this, with a bit of sarcasm, I ask the agent 'shall I purchase all 3 items online to get the 15% discount, and then I will take all 3 items back to store to get a refund'. Agent unbelievably said 'yes'.

Not sure if anyone from H&M reads this, however if so, take note. The number 1 thing in business is "customer experience". Me being a 1st time customer, this is the most awful and disjointed customer service for me to come across - store not linked to online and vice versa. I could go through the re-purchase online and return in store, but I don't have the time. I have purchased these items to wear tomorrow on my b'day evening out.

The reply I expected was 'sorry for the misunderstanding and for you not being informed of online discounts. I can log in and see your purchase and that you have indeed joined today. As this is the case, you will be refunded the 15%' This is how customer service should work, so whoever is in charge of customer success - please take note!

I haven't got around to reading the other reviews, but I see they are not good. This goes to show that I am not alone in being an unhappy customer!

Ordered using next day delivery still waiting a week later spoke on the chat several times they are insisting it will still arrive finally someone tonight has started my refund for that to now take 3-5 days absolute joke will not order online again from them

Ordered online on 2 occasions and both were never picked up from warehouse by evri!
Won't refund yet as they think miraculously that I will receive tomorrow in Northern Ireland!
Won't be using again
Terrible company!

Ordered for collection in store for collection after I got back from holiday. While I'm abroad H&M give me a very limited time scale to collect.... unfortunately the last day for collection was two days before I got back to the UK. Visited the Chelmsford store today to collect only to be told they had been returned and I'm being charged £3 for this service. What a joke. You have now lost a customer who normally spends a lot more than the £3 "late fee" I've been charged. I'm fed up with cr*p service and no customer care and on principle won't shop at H&M again. There are plenty of other clothes shops out there to choose from.

Ordered 2-pack knit cardigan for my daughter. One came with TWO HOLES in one of its sleeves. Wanted to return since it’s their fault but will still be charged £2.99. Ridiculous. Will never buy from them again

To everyone who wants to complain to H&M staff about the changing room not being opened - IT IS NOT THE FAULT OF THE STAFF - it is the companies fault FOR NOT EMPLOYING ENOUGH STAFF to cover all the work that needs to be done. SO STOP HARASSING THE STAFF SEND and A COMPLAINT TO H&M HEAD OFFICE.

I've been a customer of H&M since my teens (30 plus years!)

A few months ago we bought a solid wood stool for my son's bedroom. A few weeks ago he stood on it to climb into bed and it broke in two, leaving jagged edges and causing him to fall and sustain cuts and bruises to his back. He's a preschooler so not large or heavy and had been using it routinely. I emailed H&M asking them to review this product as I was concerned about another child getting injured and I also asked for a refund. I received a reply saying that they would look into it (although no timescale was given as to when this would happen) but they refused to refund the money for the product as we had had it for a little longer than six months. It was a solid wood stool so expecting it to last a little longer than 6 months doesn't seem unreasonable. Given that they sold us a product which failed, injuring a young child in the process, I would have expected the response to be somewhat more helpful. Disgusting customer service and lack of responsibility show by a major household brand.

⭐️⭐️⭐️⭐️⭐️ Outstanding Service from Amy Fisher at H&M Peterborough! ⭐️⭐️⭐️⭐️⭐️

I just have to take a moment to rave about the absolutely fantastic customer service we received from Amy Fisher at H&M Peterborough today (Saturday, 29 March 2025, at 6pm). She was simply wonderful—a true credit to the store!

From the moment we walked in, Amy made us feel so welcome. She was warm, friendly, and incredibly attentive, ensuring that my family and I had everything we needed. Her knowledge of the store was impressive, and she went above and beyond to help us find exactly what we were looking for.

Amy’s genuine enthusiasm and positive energy turned what could have been just another shopping trip into an absolute pleasure. Nothing was too much trouble for her—whether it was assisting with sizes, offering styling advice, or just making sure we were happy with our purchases. It’s rare to come across someone who truly loves their job and values their customers, but Amy is one of those gems.

H&M, you’ve got a superstar on your team! Thank you, Amy, for your kindness and exceptional service—you made our day! ✨👏🏼

If you’re shopping at H&M Peterborough, I highly recommend looking out for Amy—you won’t be disappointed!

#AmazingCustomerService #HM #Peterborough #ThankYouAmy

I bought three shirts, admittedly on offer and which is why they were actually of quality production and that is the point...the company has loads of offers and the quality of their range is, from looking about, of a certain high standard.

The reason I'm writing this review is because I have only just discovered H&M and with so much online-fraud in recent years, a reputable company surfacing is worth a mention. They also have high-street shops and I had an equally satisfactory experience when going to swap those shirts I'd ordered for a bigger size at their nearest outlet. They made it very easy and seemed like a company that can exact initiative and which was refreshing.

So, quality garments at competitive pricing along with helpful staff to finish off the purchase.

How sad it has come to this.
H&M you need to look at these negative comments and react FAST.
Main issues:
Despatch times - very long now
Return postage - now being charged
Quality - poor
Customer service - shocking now when it used to be incredible. You use South African call centres where the operators are rude and unhelpful.

I have spent thousands per year at H&M on my children and me, and won’t be anymore.

I just purchased the armchair this weekend, in-store, London Regent Street, and it was delivered with NO screws and without any instructions (it's obvious it was a return). Customer service (call center in India/Africa) will not give me the direct number to this store and told me to take the chair back to the store. I paid for delivery in London because I can't carry a large chair across London.

So I need to return the chair (by taxi) or go back to the store to see if I can get the screws to put the chair together? Taking hours of my day rather than be allowed to call? Online support won't help because it was purchased in-store. Now, I have four pieces of a chair in my London apartment that are taking up space, with no solution in sight.

I would never buy anything from this store to be delivered because there is no way to contact them or fix a problem.

The arm of the chair is dented because they packaged it with the base bars shoved into the fabric. I should have known. The home store looks great, but it's still cheap H+M quality.

Quality is awful the last 5 years and getting worse with every order.

I purchased Maternity leggings in 2021 rhey lasted 3 months. Only wearing a pair 1 day a week. They ripped on the inner thigh seam. I purchased 3 pairs and all of them were ripped after 3 months. Too late to leave a review with them and took late to return. Faulty products. I tried them again in 2024 and the same issues again. I wantes to give them a second chance again were good for 3/4 months and rhen shredded on the inner thigh. At £19 for 2 pairs it is not cheap at all.
I purchased thick winter socks for my toddler and first wear within h9urs they bobbled and looked 10years old thats just wearing it in the house!!!
Baby body suits ripping at the poppers not good quality build and fabric.

Maternity nursing Tshirts used to be £9.99 I looked yesterday and they are £12.99 or £21.99 for 2!!! And not 100% cotton. What on earth they are getting tight and using cheap materials ablnd quality and charging 10x more.

HM har sluttet med fri retur og tar 39.- betalt for returnerte varer. Dette har de kun opplyst om med liten skrift på sine nettsider - så det går en stund før man oppdager dette. Jeg har flere barn så jeg har alltid brukt nettbutikken siden det er mye lettere å prøve hjemme enn å ta med alle barna inn i prøverom. Jeg har ofte bestilt to størrelser og returnert den som ikke passet. Jeg har handlet for 10 tusener av kroner hos HM. Siden de fikk ny nettside har de også begynt å avregne betaling feil. Jeg velger betaling med Klarna og ved mine siste bestillinger har HM fakturert feil beløp. Det gjelder å følge med og ikke bare betale. Heldigvis er Klarna behjelpelige med å fryse faktura som ikke er riktige. Men, etter at fri retur for PLUS-medlemmer er fjernet og at jeg i tillegg må bruke masses tid for å rydde i feil-faktureringer (og kjøre til nærmeste HM butikk for å levere varer) så blir det nok en annen nettbutikk for meg fremover. Jeg er opptatt av enkelthet når jeg handler på nett, så med dette blir det for mye støy.

Fantastic clothing, super soft and smooth inside, perfect if you have a child with sensory issues. Love the fact that you can buy thinner materials without it making the clothing more flimsy, as my child not likes to be too hot. Prices are excellent, I would like more colours and more designs, but overall i am so happy with the material I am happy to keep coming back for more. Delivery is quick, and i am a big fan of the packaging being good for the environment. Well done there.
I've had no issues with returns, everything has been quick and easy. A star!

Ordered placed Sunday 12th Jan. No idea when I'm going to get it. Online says despatched but nothing else. No idea which delivery service. Will never order from them online again. We are now on 19th Jan. Shocking delivery lead times and updates. TikTok can deliver faster and it's coming from China!

Shocking service. Original delivery not met. Returned item (once it got here) and re-ordered another size (paid express delivery to ensure got to me on time). Still waiting for my refund for return and have an email stating they would refund the extra delivery costs...nothing happens unless you moan. Processes,processes,processes then you wouldn't have such a low trust pilot rating.

Returned several items not too far apart from each other but only received a refund for one of the items; however, I contacted customer services and I was quickly put through to a lovely employee called Angel, who quickly rectified the mistake and offered a 10% discount for the inconvenience. They were very helpful and dealt with my issue quickly!

Bought track suit pants for grandson 2 weeks ago, he wore them once and I noticed seam stitching was coming undone. Went to store in Kingston upon Thames and told I could not get a refund as the tags had been removed! Nothing they could do!! I said how can you wear the trousers with three tags hanging from label !!! The store manger serving on a till rudely told the customer assistant serving me no nothing they can do in front of a queue of over 10 people, embarrassing, rude and simply appalling customer service. Written to customer service and not heard as yet !!!!
As of 9th January2025 I am still in a frustrating email communication with H&M only to be told today they cannot help as they only deal with online purchases !!

Self-service check outs are such a terrible idea, i can't even start. Still a lot of questions and no consultants to be find in sight. Hire more people, not less!!!