3.8
5.4
Overall Score
Author: Kalicia Bateman
LAST UPDATED: March 10th, 2022
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The Good
- Low Prices
- Valuable Promotions
- H&M has Been in Business Over 16 Years
Low Prices
Finding items of clothing at an affordable price is one of if not the most important aspects of a particular store. H&M excels in this category while maintaining high standards of quality and trendiness. Prices vary between categories, but it's reasonable to see t-shirts and long-sleeve shirts available for a low $5 to $12. There is a large number of products listed on their website. The product search tool helps locate clothing type, brand, and what other customers have purchased. You can also see other items that are particularly a good fit from similar clothing items of your choosing. There are several unique designers featured as H&M products, including Versace. They frequently reach out to designers in the industry to make items that would be appropriate fits for their stores.Valuable Promotions
As you shop online through the H&M catalog, you will be greeted warmly with multiple promotions designed to help you save money. For example, currently H&M has a promotion that allows shoppers to save 30% off their purchase. Another promotion gives you 20% off when you sign up for their newsletter. These and other promotions are time sensitive but thankfully are replaced with other, sometimes even better, promotions when time runs out.H&M has Been in Business over 16 Years
The online clothing business can be a challenge to break into and develop a passionate and loyal customer base. H&M has been able to do this over the past 16 years they have been operating in the United States. Their processes for both in-store and online over the years should give potential shoppers an element of confidence as they become customers. Shopping for clothes online can be a messy business with returns and refunds, and their rating indicates adequate customer resolution practices being in place currently. H&M also provides clothing options for men, women, and kids. This allows their store to become more of a one-stop shop for families searching for clothes.The Bad
- Average Return Policy
- H&M Does Not Offer Free Shipping
Average Return Policy
While H&M has low prices and trendy products make them an enticing company to shop from, their return policy is average at best. Their return policy states 30 days being given from a purchase date to when a return will no longer be accepted. H&M does not accept items that have been worn or damaged. While there are stores who have policies much longer and shorter than this, their policy falls right in the middle of the road as far as valuable return policies are concerned. Another unfortunate feature is you can't return items purchased online in the physical store nor can you mail in store items in order to get a refund. This makes the return process frustrating for some customers.H&M Does Not Offer Free Shipping
No free shipping option is included on their website. However, as you dig deeper into their policy it's relatively easy to see why it would be valuable to many shoppers nevertheless. Most orders are delivered within 3 to 5 business days (an additional 2 days should be given for rural addresses) and there is a flat shipping rate of $5.95 regardless of the size and weight of your package. If you have a heavy, possibly more expensive order, you won't be breaking the bank even without a free shipping option.The Bottom Line
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Cassie Guzman Des Moines, IA
Don’t recommend purchasing from this place one bit. I paid through PayPal like I do everything else and somehow H&M pulled up my address from 2 years ago that I removed from my PayPal account. Called right away after placing order to just be told they can’t change my address and I’ll have to try contacting the shipping carrier to get it delivered to the correct address which I couldn’t do because H&M requested I can’t change the delivery address. I called again to see about refund since I can’t receive it and they told me I had to wait until package was delivered to wrong address and they can issue the refund then so I called back once again after this happened. They are now telling me I have to wait until the 8th of November in order to hear back on whatever they are doing and emailing the carrier to do whatever. This was all pointless and a waste of time and money. I paid over a month ago and they continue to play games and say they can’t change anything or issue the refund.
6 years ago
Unhappy to be ripped off
Purchased a pair of trainers 11th April and tried returning them 2nd May as sole was coming away from the shoe.
The staff in store were rude and unpleasant saying they couldn’t be returned as they had been worn and asked me to “move out of the way” so she could serve the queue which had formed.
I took my complaint to the head office who stated they would not override the “decision” made by the staff member, who in my eyes had not been clearly informed of the law regarding faulty goods!
So I am now left nearly £20 out of pocket with badly made shoes and no resolve.
Purchase from this company with caution and at your own risk!!!
7 years ago
Disappointed customer
I have shopped in H&M stores for many years, I like the products on the whole particularly the kids range. However, absolutely shocked and disgusted to be charged 5p for a paper bag today in a UK branch. A paper bag should be free, the charge should only apply to plastic bags. H&M is taking advantage of the law that was brought in for plastic bags to penalise its customers perhaps to increase its profits? Apparently, according to H&M on twitter, that any money they get from bags they will donate to UNICEF. Do I really believe the entire 5p goes to UNIICEF - NO I DON’T! If H&M wants to donate to UNICEF, very commendable but it should do it from its profits not by applying a surcharge to its loyal customers. Customers should be allowed to donate at their discretion and not dictated by a large multi-national.
Another excellent example of rip off Britain, in this case by a multi-national H&M that is out of touch with its customers. Take note H&M - Debenhams and House of Fraser were also charging for paper bags, look what happened to them!!
This particular loyal customer, will take her purchasing power elsewhere where the law is not manipulated to suite its shareholders.
7 years ago
SM2018 Kailua-Kona, HI
This is not about their clothes...our daughter likes this store so we figured we would get her a gift card. Go through their website to get the gift card and, for some reason, the website says it was "unable to process the transaction." I try again, checking all information 4x. Same message. I log onto our bank account and there is plenty of funds there BUT, there is also a pending CHARGE for the transaction. ?!?!?!?! I call their customer service and am told that even if the transaction is declined, their system will still place a hold for the pending funds for several DAYS. WHAT?! We use three different credit card systems at my work and NONE of them work that way. "Nothing we can do" I get told.
Well...our daughter is now getting a gift card from somewhere else. That transaction went through just fine!
7 years ago
Holly Buckson Elkton, MD
I'm upset that I had to choose one star for H & M. I ordered a pair of maternity jeans in a size 8, and they sent a size 10. They were on clearance, and as an expecting mother, I am in need of a good deal. I purchased them for $9.99, which I thought was a steal. When I received them, I was sent the wrong size, a 10, which I had already ordered large considering weight gain during pregnancy. I'm usually a 4/6, so I was swimming in the 10. The customer service representatives were horrible. No pregnant woman deserves to be stressed out to the point of tears, but that's what happened when they basically tried to justify their mistake by saying that I was at fault because they changed the size chart, and the 10 was new size of the old 8. I have no idea why I was to blame for ordering a size 8 and being a sent a size 10, so I insisted that I wanted the 8, not the 10. Well, guess what. Now my size isn't available, so what do they do? Instead of price matching another pair of maternity jeans, they offer me 10% off my next purchase. So, with the cheapest pair of maternity pants being $25 clearance, I could get a whopping $4 off and pay more than double what I had paid for the pants I ordered on time in my size. How nice! But, wait. There's a plus, I could spend even MORE money and get the 10% off my entire purchase. Well, needless to say, I wasn't happy, and so I spoke to the manager who basically had the same thing to say, but with quite the attitude. My husband and I spend quite a bit of money in this store, and now they are losing our business and that of our friends and family.
8 years ago
Ana Arroyo Kilgore, TX
Horrible horrible experience. This is my first time going into the store and I was really excited but when I went to purchase they did not correctly charge me right. It wasn't until I got back home which is an hour away that I realize they charged me more for an item when it was on sale. I called customer service and they gave me a hard time and told me that there was nothing they could do and that the receipt was correct and I told them it was on sale but they didn't believe me. All they did was run me in circles. So I will definitely not be shopping here again. I've had better service at better stores with better customer representatives. It's a shame the way they treat their customers.
8 years ago
Samantha Steele
Awful!! 1st order didn't progress after 4 days so rang customer service. Told me it had got stuck in the system and would need to re-order, told me money wouldn't be claimed from card, even gave me a free next day delivery code for re-order. Re-ordered and arrived next day - all good I'm thinking until the original order then turns up 5 days later and they have charged me for it. When I rang customer service again they said 'oh take it to your nearest store' (22 miles away!) not our fault you paid by credit card so basically suck up paying the interest for two lots of £300 order! Actual words also: 'we're not going to give you a good will gesture as we didn't expect it to arrive to you' - well maybe just a 'sorry this has happened' would have been enough!
Looks like all the other terrible reviews are correct. Will be returning everything due to horrid customer service.
8 years ago
fanny
I ordered a few items online including a pair of sandals; I received the sandals a size bigger; number one issue which is absolutely ridiculous for a well known store is that you cannot exchange or return in store !!!! you have to go thru so much hassle to return it back online and you have to pay for shipping; the bigger issue is that the customer service is absolutely awful; they are rude and unhelpful; refused to give my money back even tho it was their mistake demanding that i should return it online to be able to get my money back; it was their mistake to send me the wrong size! I am to waste my time to return the item at a mail office?? are you kidding me; absolutely ridiculous. H&M lost me as a costumer; in store or online; I will never shop from them again and I shop a lot!!! big loss!!!!!
8 years ago
Jackie Pompano Beach, FL
I usually shop at H & M store. On 11/20/17 I visited the store in Sawgrass Mills Mall, Florida. There was a very loud noise where the clothing alarm was going off non-stop at the checkout. We were all waiting helplessly and distressed on a long line during the holiday season. I developed excruting migraine headache from the constand, nagging, loud noise coming from the malfunctioning alarms. I asked the supervisor when they were going to fix the problem. He replied the noise was there to remind the cashiers to take off the clothing alarms. I will never go back to visit that store and I will tell all my friends and coworkers about the unpleasant experience I had.
8 years ago
TubbyT Philadelphia, PA
I purchased a white blouse, p/n 05201056 in June. It sat in my closet for 3 months, finally wore it in September. Few hours into the day, I noticed the threads were coming out at all major seams. So I emailed H&M customer service the very same day. They told me, if purchased online, then to ship it back for full refund, and if I bought it in store then take it back to any store and speak to the manager. When I got to the store today, the manager said I they can give me a store credit but not full refund since it had been past 30 days. I went to the Philly location at Chestnut and 16th. I explained them the timeline, and how it sat in the closet for 3 months before I wore it. Also, that I had other priorities to take care of then to come complain about a store. But they were so adamant on their 30 day policy and store credit vs full refund on my card. I've been a customer for 15 years, and this was literally my first time complaining about any product but they won't accommodate a customer. I asked Basil (store manager), if he bought clothes at H&M, and he said no. Well there you go, he know the quality sucks but is not willing to listen to a customer. I even called the corporate customer service and got the same response. They wanted to give me a store credit for a store that I no longer trust, and they would most likely put the product back in clearance rack. It's a win-win for them, it's the corporations strategy. So in my defense, i'm actually going to donate a $25, poor quality product to salvation army. I wasn't fighting for my $25, I was fighting against the policy. For H&M customers don't matter anything, as long as they are making. Moving forward, I will not be shopping at this location anymore. They are money minting company, for very poorly produced quality.
9 years ago
scott Barber
Disgusting online service. I paid for goods without realising I needed to do a bank transfer at a later date. I then received an email a few weeks later saying I have to pay a penalty charge late fee, and that I now have a bad credit debt....all for the sake of £38. The funny thing is, I didn't receive any late notice warning beforehand. Once I found out I tried to call them and pay over the phone, but they wouldn't accept any payment. They said I had to set up a direct debit with my bank. The customer service team do not want to help either with this matter. Do not buy from this company online. They are despicable.
9 years ago
Alice
I've regularly shopped at the physical locations for over a decade so I was very excited when their online shopping launched. I ordered a basic pair of slip-on shoes from the Women's shoes section. I had purchased two pairs of similar shoes in-store before so I was confident that a size 6 would fit me. When I received the package, the shoes were extremely big - like almost an inch larger than all of my other size 6 shoes. Obviously they were men's or unisex sizing but someone had failed to make that clear on the website. I contacted customer service and their response was that I ordered a size 6, and got a size 6. Uh - THAT'S NOT THE PROBLEM. Either their customer service team is run by idiots or they just don't care to really listen to and solve customer issues. What makes it worse is that you can't return or exchange items in-stores, and you have to pay for shipping to do it online, so it's really a whole nightmare unless you know EXACTLY what you're ordering. After a few more exchanges of emails they finally said they would pay for the return shipping. What a headache. After this incident, I rarely step inside their stores anymore. Other similar stores (Zara, F21) all have much superior online shopping experience and customer service.
9 years ago
Tami Neola, IA
I placed an online order from H&M. This order consisted of only 4 items, all of which were similar. When I received the order, one item was missing and I had two of another. I promptly contacted H&M to inform them of their mistake.
I first contacted them via telephone. I was on hold approximately 12 minutes waiting to be connected to a customer service agent. Once I was connected to an agent, I explained THEIR mistake. I was told I could ship the shirt back to them, once received they wld ship out the correct one or credit back my card. However, shipping wld be at MY expense. I told them, again, this was not my mistake. They also offered to just credit my card upon receiving the mistakenly sent shirt, rather than send me a new one. I told the agent I just wanted the one I had ordered to begin with.
Long story short, H&M refused to correct their mistake. They acted as if this were a mistake I had made upon placing my order. I even sent a follow up email explaining my frustration. H&M still will not correct a mistake made by them. I have never been so disappointed in a company or a company's customer service relations. Way to look out for your customers H&M. Needless to say I would not recommend shopping at H&M.
9 years ago
Srishti Jain
I was very excited to shop from H&M pheonix mumbai. It was sale end so i went with good hopes to shop good and cheap. Didn't like anything in sale but i came too far so picked regular denims.
It was late and fitting room was closed therefore not able to try the denims i liked. They have BUY NOW, DECIDE LATER policy and customer service man told me that i can easily exchange it at my near by H&M store also.
I took it but fit was not good. I have to get it exchange whitin 30 days. After a week i have to rush out of town for a month. So i rush to H&M store aftr my office to get my denims exchanged. It was 9, crew was not at all helpful. I called them 2-3 times but no one came and helped dedicatly. Soon they announce to close fitting room. I took few other denims to try. Staff was very rude. While leaving fitting room one of staff asked me to get back items from trial room. Very politely i took them out. Then he asked me to get the hangers. They way he asked i lose my cool but still politely said i am running late and have to rush to counter to get my return.
The staff at counter accepted my return and was ready to give me credit note merchandise card. Then this same man from fitting room came and said that they can not give credit note at different store. I have to go back to same store to get it back.
He force me to exchange it with something else. The denim I picked earlier was of 2000 and all other were of 3000. So I was not ready to buy something in hurry and add more money to it.
But he kept forcing on exchange. Even after explaining him several times at it is impt that ai get return today only as i will not be available later. He was not ready to listen.
What is the use of having these big brands all over the city when u can't even have good proper return policies. Even local shop people act respond better them them.
I had such a bad time explaining him and coming all the way to return and get my money credit note. I really felt bad with shopping with them. Staff was throwing attitude, no way cooperative.
Never want that bug again from them. And staff should given proper knowledge and should not that it can be exchanged in any H&M store. They should learn to talk ti customers properly and comprehend with them.
Worst brand ever.
9 years ago
Elsa Peterson Obuchowski
Ordered 3 pairs of leather trousers US size 12. Took more than 2 weeks to arrive (more than a week later than the delivery date I was given in the online order). All 3 pairs were extremely small, would fit a US 4, possibly a 6. No way a size 12. Returned them immediately (same day) using H&M's prepaid return label. It is now 2 weeks after I dropped off the return and the package tracking is still showing the package "in transit." I have emailed twice, no reply. I called and reached a customer service associate after holding at least 10 min, listening to noisy music and a repeated recording saying "a lot of people are calling us." She confirmed they know where the pkg is, but it still hasn't reached their warehouse and is not expected to arrive for another 3-5 business days. Utterly ridiculous.
9 years ago
Upi VA
I placed two separate orders online on Tuesday for two separate dresses. I had coupons, and was offered free shipping with coupons. I placed two orders, one for a dress that was originally $29.99, came down to $15.29; second one originally $49.99, came down to $25.49. This was all well and good until I got the shipping email, I was charged $50.98 ($25.49 for one and $25.49 for the other one). I waited to check my credit card stated and I have two line items $15.29 for one and $35.69 for the other one.
Frustrated but hopeful I called the customer service to explain which I finally got connect on 3rd hold time of 20 minutes, only to hear that their system combines the orders placed on same day. I understand and I don't mind since they are shipped to same address but then he goes so only one coupon per order. He said, they couldn't do anything, no refund or change the order and I have to suffer. This is so lame, I have to pay extra since their systems are screwed up. This goes against the online shopping, you see an item $25 but your card is charged $35.
I waited for 2 more days and called them back. The lady was super helpful and H&M promised to refund extra charges. Even though I haven't received an email confirmation yet. Hopefully, will see it in the credit card statement.
9 years ago
Kayla South Jordan, UT
There were employees walking around the store cutting me off. That happened maybe two or three times and I figured it's just a bunch of entitled teenagers that work here, so whatever. I went in to buy one shirt (because that store only has one thing I like) and I also wanted to check out their maternity section. The lines were very disorganized and when I got home I realized the cashier forgot to remove the security tag from my shirt.... so that's just great. I have to drive 20 minutes back to get it removed. What a terrible store. The funny thing is my husband is now telling me that he overheard a customer at the store (while we were checking out) telling the cashier that it was the second time they've neglected to remove the security tag from her clothing. My husband said the cashier was just scoffing and rollover her eyes at the customer. What awesome service... oh and by the way, most stores print the option to leave feedback on their receipts but this one doesn't. They also have a ton of very negative reviews online. They sure don't seem to care about their customers.
10 years ago
Zach Wright
Things that are ridiculously stupid about H&M:
1) You cannot directly call a store to see if they have an item of clothing. Customer sales rep says "because the stores are too busy to take your calls and assist customers in store at the same time." Yeah, its hard to function like EVERY OTHER STORE IN THE U.S.
2) I haven't met an in store employee that was actually helpful or seemed happy to be there.
3) The checkout is in the back of the store. Takes a few minutes to find it when its a big store. Why does this also have to be different?
I don't understand the hype for this store.
10 years ago
Gil Mariano Orlando, FL
I often visit and shop at the avenues mall in jax fl. This last visit was one the worst one yet. Cashier name is STEVEN happen to be at the front counter. I simply ask him if I could leave my stuff behind the counter while my family continue to shop and he simply gave me the weirdest look and seems like never understood what i said and simply said no. I decided to simply hang on to the merchandise and ignore what just had happened. When we started to checkout, we unfortunately, had to deal with same clerk, with no greetings, no smile, like we are dealing with a grouchy, unfriendly rep of H&M.
My son wanted to wear the shirt that he tried on and we ask him to ring it up and take the magnet strip. He said " you cant do that". I told him why not , we are paying for it and my son wants to wear it now. He just looked at us
And started shaking his head.
This makes me never want to shop at your store ever again. Steven does not understand the meaning of customer service and for him to be at your front register, put a bad image of your company.
I work with customers and i will go above and beyond to make sure my customers are satisfied.
10 years ago
Frustrated mama Littleton, CO
I received several gift cards for Christmas this year and has been holding out to use them so when I found out I was pregnant I was very excited to be able to use the cards to buy myself some maternity pants since I can't get them in my size anywhere else but to my dismay, h&m has no way of allowing customers to use their gift cards online or on the phone. I called customer service and asked if I could purchase the jeans online and return them in store and repurchase them with the gift card and come to find out they don't allow online returns in stores and even if they did have the same product in the store, they won't honor the online prices. Absolute Bologna. I asked what I could do to buy maternity clothes with the gift cards I received since maternity is not offered in the stores near by me and all the representative said was "nothing can be done about that." Great. Thank you for all your help. This will be the last time I buy from the over priced retail store h&m.
10 years ago
Monica Maywood, IL
I ordered (2) pair of jeans and accidentally order the wrong size for 1 pair. I called customer service and asked if I could just exchange them at a store for the right size and was told no. I then ran into some personal problems and time went by. I then called after the 30 day period, only because the invoice reads: CUSTOMER SATISFACTION GUARANTEE, to again be told NO. The damn jeans cost $9.95 and with stores all over the world, H&M refused to EXCHANGE the jeans for a different size. The customer service person pulled up my invoice and could see that I had ordered 2 pair 2 different colors 2 different sizes. STILL NO CUSTOMER SATISFACTION. I am completely done with H&M.
10 years ago
Countrybelle71 New Albany, IN
Very upset with the lack of customer service with this company. We finally shopped at one for the first time yesterday when we drove to the Bluegrass Outlets in Simpsonville, KY.
My six year old daughter picked out an outfit and a matching purse while there All by herself. All told, we spent $73. The outfit was not on sale, but the purse happened to be on clearance for $5. We got all the way back home (about 40 minutes), to find the cashier failed to put the purse in the bag!
Customer service will NOT, under any circumstances, allow you to speak with anyone directly at a store without driving all the way back in person. They refuse to work out a shipment of the item that was missing. They only "service" they were willing to offer was to open a case to get our money refunded. We don't want the refund, we want the item and this company will not do anything to make that happen, short of us making the hour and a half round trip to get the $5 item. I am definitely turned off by this first and probably last experience with this company.
10 years ago
Not Happy Bayonne, NJ
The head of security guard (L.P.) located at 1293 Broadway, NY (Store #120600) used his authority to embarrass and threatened to kick me out of the store.
I was sitting, tucked into a little corner next to a little mountain of shopping bags - away from everyone's way.
He shooed me away with contempt in his eyes. He failed to explain why i have to leave and with many bags to pickup and merchandise piled up, I couldn't move fast enough for him.
He failed to offer help and threatened to have security escort me out if don't move.
This particular associate lacked respect, compassion and failed to navigate its customers during this BUSY season with courtesy.
His behavior speaks volumes about his character and his obvious lack of training.
What a shame.
10 years ago
Liz Wilmore Dallas, TX
I'd been waiting & anticipating the Balmain x H&M release for over a month. I'd planned to make my purchase via H&M phone customer service line. I'd well prepared for the online/phone frenzy the morning of the release.
After many attempted calls & getting busy signals to get threw I finally was put into the que to speak to a CS agent. After waiting 30 minutes to speak to an agent I had my desired item numbers ready to go for a quicker checkout process. After giving the agent my credit card information for a perfectly functioning credit card I was told it was declined. I told the agent there was nothing wrong with the card and to run it again jus for her to tell me it was still declined. I called my credit card company (Amex) while this H&M cs agent was on the phone & was told my Amex that they were approving all her attempts to process my order.
I used 5 more credit cards trying to make this very anticipated purchase & all were being declined although this was not possible.
I called back 4 times in a desperate attempt to buy my items & was giving terrible customer service by the very careless, unapologetic insensitive H&M customer service reps. I was told they didn't know why the transactions were being declined and they could not and would not do anything about my situation. Not to mention the first agent hung up in my face.
To add fuel to the fire I now have 14 pending transaction on my Amex card alone, totally thousands of dollars for merchandise I will never receive. But how could there be pending transaction on my credit cards when I was told they were being declined¿?
Needless to say, I've never experienced such a false technicality dealing with any merchant in the past. Nor such terrible customer service when this was a huge error on the part of H&M.
You would think such a big company would have proper credit card processors. I ended up with not one item from the collection. Jus thousands of dollars pending on my credit cards.
10 years ago
Becca Coraopolis, PA
Worst freaking customer service. Every other store that operates physical stores in the US makes the shopping experience easier than this. My complaint is this: I am livid with this company that my online purchase cannot be exchanged or refunded at a brick and mortar location. I literally walked in to see the exact same merchandise on hangers as in my return. I was fed a line about the exchange rate and the fact that this is a company that ships all over the world prohibits them from accepting in store exchanges and refunds. look at my receipt and give me what I paid for it no disiphering of what I paid needed. Other stores that ship all over the world can figure this out why can't h&m. I will NEVER shop or recommend this retailer to anyone, in fact I will advise against patronage.
11 years ago
Jessie
Today I was at h&m ion store. I have an item to be refund. I was standing at the exchange and refund counter to wait for them to serve me. Well, at the time have 3 in queue for purchasing, One male cashier step in open One more counter to clear the queue. I was expecting they Will serve me after the queue but is not!!! They are pretending didn't see me and keep chatting until I pissed off go stand at purchase queue. Your company has exchange and refund policy and there's counter for exchange and refund. Why the staff "peggy" and one dark brown skin male staff can Just ignore a customer!!!! It's really bad experience to shop at h&m!!!!!
11 years ago
Tu Minneapolis, MN
H&m has the worst customer service I have ever experienced. I will never buy clothes here again. My story is:
On August 17, 2015 I added 5 items for $56 in my basket. Whenever I checked out, I got my card declined. I changed my card 4 times, including a debit card that I had over $1000 in the account, so enough for the check out. All were declined with the same error " the information you enentered was incorrect... "
I called the card companies. They said they already open signal for h&m, if there was problems, it should have been from h&m, that h&m didn't get their signal back to process my order.
I called h&m, the representative insisted that I couldn't check out because of my cards. I asked to talk to a technical person to help me solve the issue. He said no one can help me because it it not H&M IT system get problem.
--I asked: "do you have enough knowledge about IT to tell me that this error is not from your system".
--He replied "Are you mocking me?"
--I said "No, I am serious. Are you an IT guy or a customer representative to help customer with regular questions?"
--He said "our system is fine. I have handled 4 transactions this morning and no one got issue"
--"Then tell me why my cards didn't go through."
--" I can't tell you why."
--" So transfer me to someone can"
--" no one can. Our system is working fine. You go check your cards at a store. "
--"let me tell you, even if you don't get problems with any transactions this morning doesn't mean nothing wrong with my account. And even if I am the 1st one to report the problem, you should help me.to report it to the higher level or to the technical team"
-- " Anything else I can help?"
--" you haven't helped anything "
Anyway I asked for my husband help. We used his card to check out at a Walmart store half an hour before we place the exact order under his account and by his cards at the same day. Hah, again 4 different cards were declined.
We called h&m. The representative said she doesn't think that the system was in problems. She thinks because I tried to check out so many times?! Alright, then i asked how can I buy things on h&m now. She said, go to the store. Hah, if stores have things I want, I didn't need to go online. After a long discussion and the representative kept saying no one can help, I asked her to transfer me.to her manager. She transferred me to her manger, Roy.
--After hearing what I have encountered, Roy said: "there is nothing wrong with our system. If you want, try back in a couple day, or go to a store near by".
--I said "storenear by doesn't carry the items, can you ship things on m basket to the store?"
--He replied "no, we can't do anything".
--I was mad " so I just want to buy things from you and I report that none of my cards, my husband's, and recently we just tried our mom's card and you are saying that you are not going to help me to figure out why the problem occurred?"
-- He said " yes, you are correct".
-- I said " so what are you good for?".
He hung up he phone.
Not only 1 person, but the whole h&m team were rude. They are talked to customers as we are begging things from them. It is not the way business should be treating customers, at least in the US.
I never want to purchase things in h&m any more.
This business doesn't have conduct. People who read my story, please consider if you want things from h&m.
I am waiting to see h&m vanished out from the market
11 years ago
Julianne Geddes Palo Alto, CA
Terrible experience with their online shipping. Ordered a flannel and hoodie for my son's birthday, only to have both be shipped to a warehouse and sit there for weeks. I called H & M to ask why it was taking so long. They said to be patient, that they'd get to me even though my son's birthday was long gone by now. THEN, a week later I get an email telling me the order was returned!!!! Without my knowledge. Completely insane. I called today to complain, and they told me I'd have to reorder the items. SO RIDICULOUS.
4 years ago
Peter Ernst Edmonton, AB
H&M online is the worst company to get things from online they take way longer than they say it will to ship, it comes out of the U.S. so it takes longer to get to you. (over a Month). The items were wrong so I returned them just to be told after waiting a week after they got the items back that my refund would take not 3-5 days as explained in the return notice but 30 days. Still have not received my credit. Never using them again
5 years ago
Karen Evans Des Moines, IA
SHIPPING FAILURE!!!
Ordered 11/19/20 with a 12-15 day shipping notice. Items shipped 11/26/20 and reached their shipping partner on 12/1/20 (never accepted by USPS). No updates since. I called CS last week and was told there wasn't anything they could do until today. I called back today and they said there still isn't any movement (no kidding) and they would open an investigation. I'm not hopeful after seeing all the other reviews. This was my first (AND LAST) online order from H&M.
5 years ago
Aiva Basom, NY
During the promotion of the Loyalty Program running by H&M I was promised a coupon/discount (20% off) if I would join the program. I joined, but didn't get any promised coupon/discount, there were no option to apply a discount in my Shopping Bag. I contacted the customer service and was confirmed that the promotion discount (20% off) was NOT applied to my order. I am not sure I'll have any business with h&m after such lie!
7 years ago
lakerriyia mumford Norfolk, VA
Hey , my name LAkerriyia Mumford Recent i was Attack By the police in H&M from No Reason I Also Had my Kids With Me I was so embarrassed I had Just Spend $60 in that store. now I have 3 charges Because A white Employee Lied On me I’m A Black if as she was being racists.. I will never shop in here again I was in jail. For 8hr .. I had to bond myself out and I called the H&M hotline cop office number they was very nast with me and also hung up on me saying i was lien
8 years ago
Sandra Cunliffe
Tried jeans on in store, but as I have long legs I had to order longer length on line (not stocked in stores). When the jeans arrived three pairs were no longer than those in store (should have been 2 inches longer), one pair was one inch longer but there were flaws in the denim.
Returned items in store and asked about refund of P&P, assistant said - phone customer services.
Phoned customer services and was told I could only have a refund of P&P if I had used the freepost returns service!!!!
8 years ago
Holly Newswanger Lititz, PA
Worst experience I've ever had ordering clothing online. Website said it would ship within 3 days, after 5 days passed and I asked about it I was told their website was wrong and needed to be updated, was also not given a reason or explanation. Then, I am anxiously awaiting my package 3 weeks after ordering and they sent me the wrong damn thing. Now I have to waste time and money returning and exchanging. Terrible customer service. Seemed like my questions were an inconvenience to the person helping me at customer service.
8 years ago
Chelle Hipp Grand Rapids, MI
H&M has super cute clothes and generally decent prices. However, shopping in store their pricing policies are ridiculous. Clothing styles and sizes all mixed together. Huge signs with promotional prices or 2 for 1 all over the place but only apply to specific pieces of clothing. I am convinced this is to bait and switch people that won't want to leave things at the counter after wasting valuable time on shopping. I refuse to play their game.
9 years ago
Tammy Nixon Elk Grove Village, IL
Website is a terrible experience, they state 3-5 business days for delivery and after 11 days I still have not received my package. They also do not give you a expected delivery date. Someone needs to tell H&M that their method of delivery by horse and carriage in the 20th century is unacceptable for a e-com site. H&M take lessons on delivery and customer service from Amazon!
9 years ago
Marie Fraser
I have an account with H&M where I pay invoice within 20 days of making a purchase.
Unfortunately, the reference number used for billing is 1 diget too long for Barclays Bank. This results in frequent payments failing to be credited to my account, late payment fees and totally inadequate customer service staff who are entirely selective with regards to the issues they address.
9 years ago
Hyung im son
I just wasted an hour and a half for nothing. Tried to make purchase online and my payment got denied so l called customer service and found out that they have a problem processing credit card transactions. It was second time happened to me! They shouldn't be running online shopping business. I don't think they are capable of running it. Can't trust anymore!!!
9 years ago
Carol Goldman Hammond, IN
I placed an order with H&M and have not received a confirmation notice. They have gotten my money of of my bank. I tried calling their customer service number. I doesn't even ring and your are disconnected. I sent an email to customer service. It is like shouting into the wind. Maybe one day I will get a response, and maybe I will actually receive my package.
I will give it a 3 and hope for a response. We will see next week.
9 years ago
John Guidry
I visited H&M in Town and Country Mall in Houston on December 7, 2016. I brought my son to purchase long pants and to get an idea what he wanted for Christmas. While we were walking around decision-making on what he would purchase then and what we would get him for Christmas there were about 20 to 30 employees hanging up items, working on displays not "1" spoke or asked If we needed help with anything. Wow! I've never ever felt that unwanted in a retail store. This is a sign of no customer service training. TERMINATE EVERYONE ONE OF THEM AND REHIRE!
9 years ago
jocelyn perry
I placed an order on 11/27 for a birthday present i need by 12/11. It stated i would receive the items no later than 12/6. I did not pay for rush shipping since it stated that. Here it is 12/7 and no package, not even shipped yet!!!! IF YOU NEED SOMETHING DO NOT ORDER FROM THIS COMPANY!!! I waited on hold for 45 minutes to talk to someone who basically said too bad your order will ship when it ships, i have placed 10 orders with others companies after this date and i have all of the items already. TERRIBLE CUSTOMER SERVICE TERRIBLE.....will never buy anything from here again
9 years ago
Shelly Hutchko Johnson City, NY
I placed order for $72.79 on 11/25. At that time it stated the item was in stock. On 11/28.... h&m captured the funds from my bank. On 11/30, I received an email that stated the item was sold out. After calling and waiting on hold for 39min... I was informed that my monies would be returned in 3-5 days. Really? They have $72.79 of my money and I have absolutely nothing. Funds should not be captured until item ships... this is why.
9 years ago
Sara Seronko
I will NEVER purchase from H&M again. By far the WORST customer service I have experienced. They sent my package to the wrong address and can see its already on its way back to the warehouse. Instead of immediately sending a new order like Macy's or Nordstrom would do, they said it would take 2 weeks to file a claim for a missing package or I can pay AGAIN right now and re-order. I will not spend another dime in this store or online. Absolutely unacceptable.
9 years ago
pmokesot Media, PA
Stay away from this company. They ship with Newgistics shipping company to deliver and return. All to save a $ which comes at your expense in having to wait and hope it arrives. The customer service is impossible to reach over the phone leaving you to hear que messages like "currently a lot of people are calling us" over and over till you hang up. I will never shop here again and will be returning my order in the store.
10 years ago
Ellie Tampa, FL
They say standard shipping in 3-5 business days, and I have been waiting two weeks for a package with ONE item! And the tracking number they sent me does not work. When I emailed them about it, they just told me that my package was on its way. Obviously it had better be on it way, its been two weeks! But where is it actually??? Absolutely ridiculous. Never ordering online from them again.
10 years ago
Lis cohen Hollywood, FL
Terrible Service, I will never never shop at this store. I can't believe how unprofessional the staff are.
The prices are low but I rather paid more for a product and get better Customer Service. Store 321 is the worst of all the store the kid that they have as a manager his name ia Alex needs to go to training regarding Customer Service. His attitude is like I don't care I'm here to get a paycheck is that's it.
10 years ago
elina golub Philadelphia, PA
Went to 3 H&M locations looking for clothing, and finally decided to order online from them. Bought 270 worth, and kept 80 worth of what fit. Came to Oxford valley location in PA to return rest and they offered to either give me a partial dollar amount for everything or not take anything at all. Spoke to some guy Basil. This is most ridiculous thing ever
10 years ago
Jes Hinman Des Moines, IA
3-5 (or even 7) day shipping a fantasy. My recent order didn't leave the warehouse until day five, and the shipping partner estimating delivery 13-14 days after order placed. Guess I need to get a different gift for the party that is held 5 days after the original delivery date I was given at checkout. Customer service offered only a hollow apology, no refund of shipping costs or even a coupon for next order. Far below what other company's will do for a customer and definitely not to standards I expect.
10 years ago
Katie
Although the clothes are good quality with a good price, the online delivery service is disgraceful. They have cancelled my order 4 times, twice becuase i do not have a uk residential address, and 2 more because they mis-read emails and seemed to think my mum who re-ordered for me to send onto me also lived out of the uk. Customer service is definately not their strong point.
11 years ago
Egragon Bayonne, NJ
Unfortunately, H&M has a terrible return policy. Even thought their is an H&M store within less than a mile from my home i'm forced to ship back items and 5.99 will be deducted from my total. They also don't offer free shipping and their clothing is not true to size. I like their prices but since i am an online shopper i would rather shop somewhere where they offer free shipping and free returns.
11 years ago
