HM Reviews 400

I have bought an item online during Black Friday sale. When it arrived, it turned out slightly bigger than expected (normally size M fits me). I found out that the item went back to its pre-discounted price online, so I decided to contact H&M customer service. They were totally useless. The adviser told me that I can't exchange this item (as they don't do exchanges), and I can't get a refund and buy a smaller size at a discounted price (as in my original order) because it wasn't their mistake. How helpful is that? Certainly, not buying from them again.

Regular customer online and in-store. Recently bought items for family in the sale and queried the returns policy - surprised and pleased at the no hassle experience at the Exeter branch.
Not a fan of the self service checkouts though (why?)

Typically poor customer service if you have a query over an order. You have to queue to speak to an offshore call centre where the assistant works off a pre-prepared script. If your question deviates from that (I wanted to know whether my daughter could pick up a click and collect in store on my behalf, given that you have to show ID) you’re really up against it. In this instance, the call-handler struggled to understand my question and then couldn’t deliver a clear answer.

Customer services are useless
I've had issues with the app for over a year. Assistants in store just nod and smile and tell me to try reinstalling it. I've done that, it still doesn't work.
Chat bot is absolutely useless on the website.
Got through to a "live agent" - just as useless. Doesn't even know how to give clear instructions in basic English. It still doesn't work anyway.

Disgusting conduct from H&M. I returned some items and they aren’t refunding me. Surely this is illegal? They cannot keep my items AND my money, and have no justification as to why they aren’t refunding me!!!! I am going to take this further!!!

Awful store experience in Tottenham Court Road.

No safeguarding, people doing whatever they want. Fitting rooms were chaotic. A store out of control.

Rather go to my local store or buy online.

Accidently posted another suppliers items back to H&M. Accept this is my fault, but I can't be the first person this has happened to. Messaged the day I did it to advise them, and have chased daily since. Now nearly 2 weeks since they received my items and no one can provide any update. I need these items back to return back to the correct supplier. I have been really understanding, but it can't be that difficult to resolve?!

Placed an order. No sign of it. It's in the tender hands of Evri but not moving. Wrong to wash your hands of responsibility, H&M! Online 'help' tries to do just that. Consumer rights apply. Will be in touch formally about this.

I have tried shopping at H&M in Newbury, Berkshire but due to poor till service and very long waits in the queues with fuming customers, I have had to leave my potential purchases and walk out. After trying clothes on and deciding to buy, it is a frustration to stand there while 3 staff members gather round trying to resolve a refund for one customer (which they seem to struggle with) while the rest get ignored and some also leave.
After a recent visit to the Oxford store, where the large downstairs menswear section had lots of stock and choice, fitting rooms were taped off and all tills closed (it was 1pm on a Saturday) meaning that all customers were being directed upstairs to the womenswear section where over 20 people were queuing outside the fitting rooms, and over 20 were queuing to pay at few available tills. Again, I had to leave my potential purchases and walk out. Combined, that’s a loss of over £200 in sales for H&M from me alone. Zara on the other hand was the opposite.

Scammers Hain ye log koi bhi apna pesa invest nhi kre gareebo ka decent logo ka pesa kha lete hn bolte hn assignment work dya jayga zda investment kro mne kri to mjhe kaha member adding kro assignment work nhi milega FBR ka name Leke logo ko chuna lga rhe hn logo ko loot rhe hn FBR ko action Lena chahiye inke khilaf or Mera team leader tha shaheer he is ne mere se joinings krwai Mera profit khagya ek lrki ke 50k mere 25k or bhi bhot se logo k khagya begert lanti insan Hain ye log bhot bare ye girl se btameezi krte Hain apni tarbiyat dikhate hn. Ap log apni amount investment krne se phle scam adviser pr zaroor check kren mne glti krdi apna nuksan kra ap log nhi kro....

Here's a review draft for Trustpilot:
Delivery Issues and Poor Communication from H&M and Evri
I placed an order with H&M on October 13th, and as of October 31st, I still haven’t received my items. Evri claimed there were issues finding my address, despite having the full, correct address on their website. I reached out to Evri and H&M, and after several days, H&M assured me my parcel would arrive within a day or two. Unfortunately, that never happened.
I've repeatedly tried to get updates from both H&M and Evri, but I’ve been met with silence and no clear resolution. At this point, I have no idea where my order is or if it will even arrive. This lack of communication has been extremely frustrating and unprofessional. I needed the items by tomorrow, and if they can't arrive on time, I'd prefer a refund.
Leaving customers without updates or accountability is unacceptable. This experience has left me extremely disappointed.

Lovely clothes and design and reasonable quality. H&M has always been my go-to store but this recent paring back of staff and rolling out of infuriating self checkouts is just unacceptable. No one available to lend a hand when the computer doesn't work and despite my best efforts and that of the lovely security guard I’ve still managed to come home with an item with a security tag intact. No doubt your shareholders and senior management are pleased with the year on year growth and return on investment but this is coming at the expense of my stress levels. YOU SIMPLY CANNOT HAVE IT BOTH WAYS. Look after your customers and your shop staff please. I should get paid for the work I did at your checkout. And customers unpaid labour combined no doubt leads to fewer jobs available for our young adults. BIG PICTURE PEOPLE! SERIOUSLY.

Questionable customer service, ordered on 23/10/24

Still awaiting delivery its been stuck with Evri and no status update for several days.

Reached out on social media..no response. Just told any old excuse by customer service chat /phone

So essentially you’re without the goods you ordered and your money?!

Thank you H&M for saving me money as I won’t be purchasing anything in future.

Will await my refund and close my account.

Went to the Bluewater store today. What an absolutely terrible 'shopping experience'.
1. Three of the 6 self serve tills were out of order and there was quite a queue to use those in operation.
2. Only 1 member of staff on the cash tills and when she had finished serving one customer, she then proceeded to 'tidy up' behind the counter and totally ignored the fact that there were about 10/12 customers waiting to be served by her!
3. Two identical items had different prices and the till operator had to ask a colleague what to do - that was when she could get hold of one!
4. It looked like people had trouble either with the App or there was no 4g/5g coverage in the store.
Moral of visit - avoid this shop completely.

Requested order to be delivered to local H&M store. On receiving notification 'order now ready for collection' I popped along to collect only to be informed by the manager it wasn't there! I then had to wait 14 days for the refund which I have now received minus postage costs for items which were never posted!

This is one of the worst companies l have ever ordered from. Can't get packages delivered on time. Customer support is beyond useless. Will never order from H&M again. Please stop supporting greedy companies like this who have absolutely no regard for their customer base.

Customer Service doesn't care at all about their loyal customers.
I've been delivered of a desk bought on HM Home. The following day I received an email stating 15% off on all website... I decide to reach out the customer service to see if I could get the discount on the recent purchase as I've just been delivered and would like to avoid the typical return/new order process. However the customer agent, Maddi, didn't want to hear anything, didn't care much about the carbonprint impact of a new delivery + a new return (both by trunk due to the size of the product).
It's very sad (but not that surprising) to see big chains doing no efforts about their carbonrpint.

I was a homecoming customer at H&M's stores since 2008 but few years ago something went wrong with the quality. I am very dissapointed about the basic long sleeves, formerly was available in many bright colours, as they left me after 2 years of wearing. They went totally shapeless. The old ones, purchased in 2010, had to thrown away this year.. Also the design of apparels has been changed a way I not like. Perhaps, 2016 or 2017 was the last year when I found many great things at H&M stores. Since than I am waiting to have their cashmere scarf in bordeaux back in stock again. If it would be the same quality as my has-been one..

MAGGOTS IN PARCEL
I have come here as maybe I will
Get an answer. I received a very large parcel and when opening a few days after receiving to try on. There was dead maggots in some of the wrapping of the items and all over my floor 🤢 I called and was advised to send pictures to a email address after 2 days no response I chased and relised wrong address was given. Sent correct and they told me to return to store 🤢 or post them back the normal way. I explained the original packaging had been damaged due to weather as was put straight out of the house when I realised I had put clothes in 3 black bags in garden. And only 1 label was being generated. They still sent back the standard email to return I have arranged this with Evri and surprise surprise they can not take 3 bags with one label as they won’t be tracked properly.

Terrible customer service. No apology explanation of nothing. Just return 🤢

I was at Harlow branch yesterday I picked a lovely jacket on the sale rail and it had a sale price of £10. I thought I would buy it for my special Birthday next week the que was very long and I waited a long time as there was only one person on the till. When I finally got there he said it’s not the price pulled label off and wanted to charge me £30 Itwas horrible .He humiliated me and people were waiting to pay. I said the price should be honoured but he took it away and said he would not help me. I tried to call them but their customer service is abroad and they wouldn’t help me. such poor service and no etticate or respect for loyal customers. Been shopping there for years . No loyalty. I’m devastated at their attitude an cannot speak to the store. I cannot drive all the way only to be disrespected again. Terrible customer service the worst. R.Lewis