HM Reviews 400

They have become the worst clothing store ever
Ridiculous annoying customer service centre abroad that can’t help
Orders don’t get shipped until days later
I ordered 4 days ago and still not shipped they won’t allow me to cancel yet
Ridiculous
If they hadn’t stopped kids clothes at age 10 in their stores and put everything online I wouldn’t have this problem
Absolute rubbish
Will never use again

People here complain a lot, but are unwilling to read the payment, delivery or return information provided on the H&M customer service website, check that their address is correct before placing an order, or keep an eye on the tracking on the courier's website.

I double check everything before ordering or contacting their customer service. People need to take responsibility.

I needed a suits for my children for an upcoming wedding. I checked with the groom and they were fine with him so I placed the order for next day delivery which cost an additional £6.99. The groom rang back 15 minutes after I placed the order saying the bride said the type of suit wasn't what she wanted. I rang H&M 18 minutes after placing the order to see if I could cancel and they said their systems didn't allow them to cancel the order until the status of the order was "shipped". I found this strange but was told to ring back the next day after they had been shipped and I would get a full refund including delivery.

I rang the next day and a lady explained I couldn't get a refund because they were shipped..... I needed to return the goods to the shop and I'd get a refund for my goods but not delivery despite being told otherwise on the previous call.

I have now got £70 of suits and paid for delivery for an order I wanted to cancel immediately after ordering. They are constantly lying to me. The customer services are in India where you cannot understand a word they are saying so conversation go on 5 times longer than should.

I haven't received my order yet, but this stars are for the lovely agent Wanda with brilliant customer service.
My delivery is running quiet late, got to customer services to get some help regarding it.
Wanda has been very professional with her job. Thank you so much for your help and very kind with the voucher.

H&M is my favorite fashion destination! During my recent visit, I met Fatima, a helpful store associate, who assisted me in finding trendy outfits within my budget. The store's wide selection of clothing and accessories makes it easy to put together stylish looks. Thanks to Fatima and H&M, I always leave the store feeling fashion-forward!

I have sent my order back 5 weeks ago still no refund or confirmation of its arrival. I know that you must use their own return system but if sent it myself express delivery, there is no insurance to receive any money back. Dissapointed.

I recently had an extremely unpleasant experience at the H&M store in Ilford that left me feeling disrespected and discriminated against. As a Muslim South-Asian woman, I entered the store to process a return, hoping for a smooth and professional transaction. However, what unfolded was far from what I expected.
I felt belittled and discriminated for asking if I had to tap on the card reader for a refund. The associate yelled at me saying “you never have to tap, now leave” and that she doesn’t have to answer any of my query regarding my return as she stated her “customer service is satisfactory”.
It is disheartening to be treated in such a demeaning manner in front of other customers and crew members during a busy hour.
Furthermore, the associate made it abundantly clear that she was displeased with the task of processing returns from multiple orders. This was evident in her rough handling of the clothes, slamming hangers on the till area, and throwing receipts at me as I was signing. No customer should be subjected to discrimination and discredited for simply seeking assistance with a return.

H&M received my return over a week ago, spoke to customer services through online chat but got nowhere. Magda just kept insisting that I would receive refund within 14 days which is their policy. It should not take that long for them to process my refund, it seems they hold on to customers money for as long as possible. Awful customer service, I will definitely not shop with them again.

Can you hurry up and refund me it shouldn't take more than 5 days to start processing a refund!

Ordered for delivery within 2-4 days and on day 5 still showing as processing.
I rang customer service who were totally unhelpful and just stated a problem with the warehouse.
I needed these items for a trip and ordered with over a week to go but they won’t arrive in time now. On day 7 they’re only just marked as shipped and evri tracking says not even received yet.
I wouldn’t mind but this has happened before. Their online services are completely unfit for purpose and their customer service are useless and have an attitude that they couldn’t care less.

One star… and it is very generous (quite frankly should be zero zilch nada!)! When things go ok it’s ok, but…
When something goes wrong with your delivery the H&M customer service is useless. Please do not count on any understanding or support to save yourself time and disappointment.
What you can expect is customer service changing ‘Company policies’ to suit phone call to phone call; not complying with own policies, but hiding behind them when it comes to resolving failure on their behalf. In line with latest policies (18.01.2023) - H&M will not move their …. To support you with delivery issue unless 14days had passed since last tracking update…
which means it might take up 65 days before they will assist in any way (this estimate is based on my latest delivery which had 5 tracking updates starting with “pick up scheduled” x13 days - a day under what’s considered worthy of any customer service involvement.
My problematic delivery additionally took 10days to dispatch due to alleged ‘labelling issue’. Pretty sure 10 days dispatch is not in line with policies, but that does not seem to matter the policies are very much o one sided shield.
All this followed up with an open attempt to influence my feedback at the end of conversation knowing how poorly performed?!
Real shame.

Hypocrisy & Manipulation this is what they are. Avoid them at all cost!

I contacted HM customer service on 5 Sep 2022 about not receiving my order. They agreed next day delivery timeline (which I paid for) wasn't met, refunded me the shipping cost and advised the parcel would be delivered within next 24 hours.
When 24 hours elapsed, I contacted HM CS again (on 6 Sep 2022). They did not provide any solution, refused to reship a replacement order or cancel it and refund me.
I also requested a transcript from Live Chat communication with them, which was not provided to me. Tracking link from the website doesn't work either.

Really poor customer service from Rey. I explained I'd been refunded incorrectly and told them which items I'd kept. I was then asked which items I'd received a refund for. If H&M actually shared that with their customers, I might have been able to help but they don't. Surely H&M should have that information in front of them?

Rey ended the chat despite me asking another question and I wasn't given the opportunity to leave feedback, coincidence? Thank goodness most of the in-store staff are helpful or I'd never shop here again.

H & M Romford failed tremendously.

I went in to purchase items for my daughter who is 1 and as I got there I realised I won’t not be able to comfortably shop as I am in my third trimester and needed to urinate. So did my son who is 3. I asked a member of staff who declined. I expressed that I had previously used their staff toilet on the 3rd floor when I was pregnant with my daughter. A manager named Anna came out and she too refused. At this point I asked why and no reason was given.

I contacted the customer service department and an agent by the name of Robert stated that I should be allowed to use the toilet as I am pregnant. 20 mins later I was still waiting and at this point stated to feel faint. I asked for a chair and expressed that I would not be able to make it to the toilet they were suggesting.

Robert then stated half an hour after being on the phone, they had contacted a manager and I would be allowed to use the staff toilet.

During my time waiting a security guard basically came over and stated the reason was because they have a safety deposit box with cash therefore for this reason I was not allowed - basically suggesting I’m a theft. How do you profile a pregnant woman asking to use the toilet with two children under the age of 3 as a theft?

As I stated to feel more and more discomfort due to the baby moving and a full bladder I told Afia another manager I was scared I would not be able to make it to the public toilet. As she suggested she would escort me, I started making my way. Lo and behold, I started passing urine in public which was soo embarrassing and made me cry as it has never happened before Abs every staff member involved had been so heartless.

This is by far the most unethical and dehumanising treatment I have ever received from any organisation. My kids had to witness me cry inconsolably for a situation that could have been avoided.

I think pregnant women should boycott HM! Why should we spend our money there when we are subjected to such dehumanising service?

Delivery used to be so fast, items always in stock, customers service spot on. What Happened?? everything has gone down dramatically, such a shame.

Contacting customer service was unnecessarily difficult. Twice I was cut off mid call, on another occasion the operator advised the call was cutting out and she couldn't hear me despite there being no issues with reception, I ended hanging up. On the fourth attempt, the operator again said she couldn't hear me, thinking she couldn't hear me I lost my cool and shouted and funnily enough she could then hear me without any issues for the rest of the call. She did resolve my problem but I did elect to leave feedback but I wasn't put through at the end of the call. Rubbish

Good for nothing!!! Didn’t help me with anything, waste of time calling Customers Service! I had received a Gift Card as a present for my birthday in September 2022 from my 13 years old niece. When I tried to use it in October 2022 ( brand new gift card) in one of the shops H &M and the lady from the cash register told me that the gift card is expired when it was never used. The gift card PIN CODE was scratched by the cashier in the shop .This H & M gift cards are created for scamming people and of course customer service have done nothing to help.

I placed an order on 15th October with a 3-5 working day delivery. When I track the order it says it's still in the warehouse, it's been 10 days and worst of all, it's a gift. What is going on?? this is terrible service

The most racist company I've ever dealt with, working for them is slavery. Someone at a higher level should take a good look at this company.