HM Reviews 400

Paid £6 for next day delivery by mistake. Called customer services within half an hour of placing my order to ask them to cancel my order. They claimed they couldn’t change it because my order is already being processed. There is no chance they are already sorting my order out and if they are just tell them to stop and cancel my order. So useless and a waste of time, won’t be shopping here again.

DON'T order online for a pick-up in this store as it took forever in my previous order to arrive. I was already on holiday when my parcel arrived to this store and they would not refund me my money. BE AWARE, you have to wait for a whole of 1 week for them to start the refund process and another 14 days to refund to get to you. Ridicilous policy. As a result of H&M's incompetent late delivery service, at the time my parcel finally arrived, I was already on my way to the airport lol so I wanted to return everything as I was annoyed of very late delivery to the store and not being able to wear those summer clothes to my holiday. H&M customer service refused to refund me, they told me I have to wait for 1 week for the parcel to wait in the store in case if it gets picked up - regardless of what I told them that nobody will pick it up becuase I am already on holiday - they still insist it waits there for a week and then once it gets returned to their warehouse in Milton Keyneys finally then they can start the refund process, so far it's been 10 days and still no refund.

I am so disappointed with the service i have received from H&M today. I have shopped online at H&M for years, spent probably thousands over time on items for myself, my children and my home. Ordered a job lot of items for my holiday, over a week before we were due to go so within plenty of time. Selected standard delivery as this left a whole week for delivery. After 4 days parcel saying not even dispatched so i panicked and called the hotline who quite frankly didn't even know what day of the week it was. So i then sent an email to customer services hoping for a more helpful response, expressing the importance of the delivery. Within half an hour i received an email to say my items have'just left' the warehouse and the best they could offer was a stop and return refund as they couldn't guarantee i would receive in time. I am disgusted that more has not been done to even try and get this to me on time, People order things and select the delivery option that suits for a reason. H&M could easily of upgraded it to next day at this point (i would of paid for this) and i would receive it in time, its like they really couldn't care less being such a big company. By the time this is received it will of been 8 days. I refuse to spend any more of my money with this company and i am sure over time many others will also be disappointed and do the same. Off now to spend the same amount elsewhere for my holiday!

Hammersmith H&M is the pits when it comes to customer service!! I have been to his store at varying times and days, and unfortunately for the shoppers the queues are EXTREMELY LONG.... and when you get to the counter, there is no apology for the wait.... no eye contact, hellos or goodbyes!! The staff all look half asleep, trying to look busy "DOING ABSOLUTELY NOTHING" I have 25 years in various customer related services, and wonder if they'd like me to come and train up this pitiful store??? Avoid if you can, until they get a new store manager!

Shocking customer service.
If you have an issue with your order (because of their fault as well) don't hope they will help you.

Beware, they running a scam, if you return something they will say it has bad smell and missing tags (their jackets come without tags). Seems to be they are somehow trying to dodge returns, so sad to end up like that.

And customer service chart will not help, they just follow a script (they won't value your human input).

received my products as expected
just had miss one of my items but manage to contact customer service and sort out it

Beyond bad delivery service. Constantly coming up on tracking as delivered to wrong office. Absolutely no response from customer service- it appears they simply do not want to know. Very poor- CA846248609IE

I placed an order for next day delivery, which was not shipped. i contacted H&M on the day the order was supposed to arrive, and also noticed that the delivery address was incorrect (it had my street address, but a completely different Town and postcode). I asked for the delivery address to be changed, and even though the items had not shipped, H&M told me they could not amend the order until it was sent?!?!?! I had to wait for evri to tell me they had the parcel and then, contact H&M again, and get it re- routed!! As i am flying out of the country, I wont even be in the UK by the time the parcel has arrived. Not only will the parcel arrive late, but I purchased the items for my 50TH birthday holiday, , the fact that H&M knew my order was late, hadn't shipped it, and still couldn't get the address amended and the items to me in good time, is frankly one of the worst customer experiences of my life.

Went to H&M Brighton churchill square. Noticable on lack of shop floor staff for help. Browsed & tried on few pieces(no-one at fitting room) then looked to purchase jkt. Sent to self service?? This is not a good shopping xperience...its bad enuf at supermarkets bt now in clothes stores?
Charlotte helped me put thru purchase(thank god) & told me of 10%discount on opening card which i did. She was brilliant & served 2-3 people at same time. Why are there so little staff? I know their wages are minimum so cant undrstand why H&M dont value their staff & circumstances theyre working in(basically mega short staff & self service tills abandoning customer service)
No wonder the high street is suffering!

maybe the store is going yo close down?service is atroshish at tills self service slow too . I had spent a while in there had chosen lovey clothes to buy but had to leave them down and leave shop twice today two other people followed me .it spoils the experience, when queuing you think, its not worth the wait, j don't need these clothes , not enough to wait for ages to be served anyways

Self serve tills are not working! Huge queues, no one knows how to use them. i paid for my items and got home to find the tags still on. i now have to drive 15 miles to have them removed. Very frustrating. will avoid in future.

The bonus vouchers is the biggest con I have ever known. They do not honour your vouchers. They owe me a lot, I did not exceed the limit yet they did not send my total rewards for the year. I have raised many complaints since December 2023 and now my membership has renewed they will not help or back date. It is a terrible scam. The customer service is awful. They say they have reopened my case and this is with the resolution team, I am yet to hear from the resolution team. I guess they think I will go away, well H&M I will go away, for good. I have been a good customer over the years and recommended you to my friends, not any more! Not unless you come back to me with the rewards I have earned !!!!!!!!

APPALLING RETURNS SERVICE!!!
Numerous times I have had to phone up because items that I have returned have not been refunded. The returns team are obviously incompetent but H&M make it really difficult for you to get your correct refund amount. The last time this happened H&M refused to refund the item they had missed and I have had to open a case with a consumer complaints ombudsman. So I (the customer) am basically having to fight to get a refund for an item i returned to H&M that their useless staff didn’t process! Nice! Last time I shop here.

The store is mostly self serve with on one available to used on each floor as they have decided to not turn the others on , some customer don’t know how to use the system causing massive delays and no one around to support them. Annoying but explains why store doesn’t sell anything and a few people just left - I wouldn’t recommend

I made an online order for my teenage son and they delivered an incorrect item. As he needed it urgently, the person in customer service was able to check my local store, hold the item so that I could collect the next day.
They also provided me with a discount voucher for the hassle I experienced.
They also gave me information for how to return the incorrect item.
They couldn’t have been more helpful and I wish I’d taken their name!

Great job H&M!! You got it wrong, but your customer service team were so helpful.

I use to love this store for the grt prices. I think because of Klana, the store has taken advantage with the pricing. This has helped me to no longer shop in this store. Also the brand are not worth it. There ment to be high st
With the current prices this is verging boutique. Put off.

The worse! I ve ordered nos 2 weeks ago, and still did not arrived. The agents have diffrent stories!

Terrible in store shopping had to wait to get served because I was using cash so only one till and the girl must have been dealing with returns and it took for ever Id had enough waiting and left without a purchase will not be in that store again .