• H&M

H&M

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Overview

H&M has a rating of 2.45 stars from 1,099 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about H&M most frequently mention customer service, online shopping, and credit card problems. H&M ranks 11th among Discount Clothing sites.

  • Service
    131
  • Value
    124
  • Shipping
    116
  • Returns
    108
  • Quality
    122
Positive reviews (last 12 months): 17.2%
Positive
10
Neutral
3
Negative
45
66
See all photos

What reviewers want you to know

Positive highlights

  • Customer service is not the best but overall happy.

Critical highlights

  • It's just annoying that they don't accept their own gift cards online!
  • IN OTHER WORDS, NO PAPER RECEIPT, YOU WILL BE FORCED INTO A STORE CREDIT!
How would you rate H&M?
Top Positive Review

“Good price/quality ratio”

Vince K.
2/1/24

Like this store. I usially buy regular hoodies or sweatshirts or just casual things here. So these types of clothes you can easily find in any store of this company and buy whatever you want. The quality of the clothes will not disappoint you, but anyway this is not the top segment.

Top Critical Review

“Worst customer service ever! They don't even honor their own stated return policy!”

Sally H.
3/8/24

I phoned H&M and they cited their online return policy: "Without a receipt, we offer an in-store exchange only at the current selling price. Items exchanged must be of equal or greater value." I went to the shortly thereafter at W. Hartford store and "MILK" refused to honor this stated and posted policy, became angry at my request, and was extremely rude, even refusing to return my shopping bag. He told me to leave, with no help, and threw my clothes at me.

Reviews (1,099)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (243) gift card (16) store credit (8)
Thumbnail of user sallyh587
1 review
0 helpful votes
March 8th, 2024
Verified purchase

I phoned H&M and they cited their online return policy: "Without a receipt, we offer an in-store exchange only at the current selling price. Items exchanged must be of equal or greater value." I went to the shortly thereafter at W. Hartford store and "MILK" refused to honor this stated and posted policy, became angry at my request, and was extremely rude, even refusing to return my shopping bag. He told me to leave, with no help, and threw my clothes at me.

Tip for consumers:
This business is unethical. The law should be applied.

Products used:
clothing

Service
Value
Returns
Quality
Thumbnail of user alexandrag413
1 review
0 helpful votes
October 9th, 2023

Real review: 2.5. At checkout, the pair of white sweatpants we were going to buy had a pee stain and a worker noticed. The most discount she was able to give us is 10 percent off, and that was the only one in my size. We obviously didn't buy them, but they didn't give us a gift card or anything. However, they did have a great selection of clothing.

Products used:
T-shirt and claw clip

Service
Value
Quality
Thumbnail of user anaw128
1 review
1 helpful vote
February 3rd, 2024

On October 28, I made an in-store purchase at H&M for $86.56 with my credit card and the company charged me twice. I sent them an email and filed a dispute with my credit card company. They initially returned my extra charge but later took it away even though I provided proof of the overcharge, and it became such a irritating and waste of time to keep pursuing it that I had to let it go. To my surprise, I discovered others who had the same issue with H&M. I will never buy from H&M again.

Thumbnail of user charlotteb1022
1 review
2 helpful votes
January 24th, 2024

I'm completely shocked by H&M's customer service. I returned 4 items and they have only refunded me 3 items. All 4 items were in the same parcel so either them have made an error or they are being dishonest. Either way I am left feeling extremely shocked and I feel very disappointed. It has put me off shopping online.

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Value
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Thumbnail of user vincek73
4 reviews
1 helpful vote
February 1st, 2024

Like this store. I usially buy regular hoodies or sweatshirts or just casual things here. So these types of clothes you can easily find in any store of this company and buy whatever you want.
The quality of the clothes will not disappoint you, but anyway this is not the top segment.

Quality
Thumbnail of user katim25
1 review
2 helpful votes
December 21st, 2023

Dont shop here, they cant deliver what you order, show it processing and when you try to canvel the order, they wont let you. Anything yo keep your money as long as possible. My option is to return it in store after it arrives late by days so I can get my refund. They could have canceled it today before it even shipped. They promosed by Xmas, now its 2 days after and theyll hold my money for another 10 days. No way to do business.

Tip for consumers:
H&M screwed everyone over at Christmas. Didnt ship their orders and kept their money until after Christmas. Its wrong and i will never shop there again.

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Value
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Thumbnail of user annettec375
2 reviews
0 helpful votes
December 12th, 2023

I just ordered over $1500 worth of clothes because we live in a remote area and I thought that I would be able to pick the sizes that work for my kids. Never did I think that a store would not do returns or exchange an item, that is a bunch of crap. I have loved H&M clothes for a very long time, never to realize that this was their policy. Sorry, H&M, but I will NEVER shop with you again, and I will be sure to let everyone know your return policy. So disappointed!

Tip for consumers:
Have some respect for the ones that keep buying from you and at least do exchanges! This is such crap!

Products used:
Lots; 15 pairs of joggers, 12 jeans, 9 sweatshirts, 4 pajamas, 6 t-shirts

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Thumbnail of user cedrickm11
1 review
1 helpful vote
November 15th, 2023

Manager at 7244 East Chase shopping center in Montgomery al.lied about their return policy she said if the tag is removed they can not accept the items regardless of the condition or weather you have a receipt.does policy return on did not state that at all when I ask her about it she simply refused to take my purchase.very rude while stating that as well I will never shop at that store again!

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Thumbnail of user lynnm326
1 review
0 helpful votes
December 20th, 2023

Unfortunately will not be able to shop here nor recommend. The WORST customer service. Ordered early in December to ensure Christmas deliver. Order indicated all items shipped. Received today with no pants. They told me to reorder? Rather than shipping the missing item. Christmas gift obviously ruined. :( will not shop here again. Very rude unconcerned customer service reps.

Tip for consumers:
TERRIBLE CUSTOMER SERVICE

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Value
Shipping
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Thumbnail of user samirag
1 review
1 helpful vote
November 18th, 2023

I used to love H&M because their easy app and great customer service and now I have to say awful customer service and dysfunction app, keep getting RM2 error and every time I want purchase something I have to call the customer service which takes forever to connect followed with logging out and logged back in and try again and because of that missing out on promotions. So very much disappointed

Service
Value
Shipping
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Thumbnail of user beena.rachel
1 review
0 helpful votes
October 29th, 2023

The return invoice or H&M online website has nothing mentioned on the invoice that they don't take H&M home items in store only on the fine print.
Store manager we should read fine print she can't do anything asked me not to waste her time she wants to take her break.
Very poor service.Store manager very rude. Purchased made online can't be returned in store.

Thumbnail of user nikhiln6
1 review
2 helpful votes
September 29th, 2020

Really bad services on delivery I ordered sneakers and tshirt 23 days ago and i just got a delivery confirmation today and it says it will take atleast 13 more days to delivered and on the website it ws 6 to 7 day even after Covid -19 delays. Plz never get anything online from them. I will try to find other platforms as well to inform ever1 too
Thanks

Thumbnail of user koencasteels315
7 reviews
0 helpful votes
March 22nd, 2024

H&M offers trendy and affordable fashion for men, women, and children, making it a popular choice for shoppers on a budget. I appreciate the wide variety of styles and sizes available, catering to diverse tastes and body types. The frequent turnover of inventory also ensures that there's always something new to discover with each visit. However, I have noticed that the quality of H&M's clothing can be hit or miss, with some items showing signs of wear after just a few washes. Despite this, H&M remains a convenient option for updating my wardrobe without breaking the bank

Thumbnail of user joanns517
1 review
0 helpful votes
December 21st, 2023

The worst customer service ever, I will never shop there and will let every one I know not to shop there, when you try to return an item they are no help at all.

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Value
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Thumbnail of user mhl.tcc
1 review
1 helpful vote
December 24th, 2023

I decided to write a review hoping to help others as this was my 3rd attempt at getting an order. I have ordered from them a lot the years. The past 3 years things have gone down hill. I placed an order and it never arrived. I made several calls and kept being told to wait. I waited over month. They said it was lost and we ordered again. This time it was delivered to the wrong address. I called and kept being told to wait again. Finally ordered again and was on 3- 5 day delivery. We are on day 10 now. I have called twice. I was told 3 days ago that the system was wrong and it was definitely to be delivered on Saturday (yesterday). It was not here. I am on the phone now. The guy will not hang up because he doesn't want me to go to the feedback portion. This is the 3rd time this has happened to me where they know you are not happy then they just do not hang up. I figured it out and decided to just sit until they had to hang up. When they hang up you are automatically sent to the feedback. They can't stop that, but they can refuse to hang up so that you just hang up and the they do not get bd feedback. Literally, this guy keeps coming on to tell me to hang up. I finally tell him that I am not hanging up so I can get to the survey. He is mad. Beware. You are also talking to another country they are reading from a script. After many years I am not done with this company.

Tip for consumers:
Beware of telephone customer service and poor shipping standards

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Value
Shipping
Returns
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Thumbnail of user tyrak14
1 review
3 helpful votes
September 13th, 2023
Verified purchase

I accidentally placed an order and sent an email requesting a refund only 20 minutes later. They finally got back to me 2 days later telling me they wouldn't be refunding me and that the nature of my request was because of a "wrong address", which was not true I didn't mention a wrong address once. Just shows how much they pay attention to their emails...will never purchase from them again

Service
Thumbnail of user gracie8brooks
1 review
0 helpful votes
October 19th, 2023

For good reason, H&M, the international fashion brand, is a well-liked destination for many people. Their clothes are stylish and of exceptional quality. Since 1947, H & M has made a name for itself as a very dependable and trustworthy company. The brands' dedication to offering high-quality clothing is amazing. The affordability of H&M apparel is among its best features. The brand provides a large selection of clothes at different pricing points. It has made in its recent notable progress toward sustainability. You can feel good about supporting a company that is working to better worker conditions and lessen its impact on the environment when you shop at H & M.

Thumbnail of user wiktoriak2
1 review
1 helpful vote
December 10th, 2023

I bought a shirt for £40 in H&M in Derry and the lady at the till didn't take the security tag off, I didn't realise it was there untill I got home, the H&M is over an hour away and there's no possible way of me going back to return it so I called the customer service and explained the situation to the lady and asked her to either give me store credit or send me a new shirt, the lady was rude and told me I had to go to the store when i repeatedly explained I couldn't go to the store as it's soo far away and I have no transport to go there, I had the receipt and everything but she wouldn't do anything about it, very furious about this situation as I can't go back and I can't wear the shirt either so I just wasted more than £20. Never going back there

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Thumbnail of user dretertd
8 reviews
0 helpful votes
October 17th, 2023

I like the way they compile collections for certain seasons taking into account modern fashion trends.
From my point of view, it's awesome. However, at the same time, it's very difficult to choose my size, cause it's always out of stock, whenever I enter the website, no clothes is available for me. In rare cases, I manage to snatch some fashionable attire, but this doesn't happen frequently.

Thumbnail of user sarag868
1 review
0 helpful votes
October 4th, 2023
Verified purchase

I am a traveler in Turkey and I made a purchase from a H&M at Ankamall. When I asked for a tax-free invoice, the supervisor was told that the law of this brand is that it does not give you a tax-free invoice, while all brands gave me this invoice for the tax that I paid. I shouldn't pay for the title of a passenger in this country. It was very sad for me, and even though I was a fan of this brand, it made me change my opinion from now on.

Thumbnail of user mommakk
1 review
5 helpful votes
May 29th, 2023
Verified purchase

Terrible customer service, no solutions, constantly gave the run around and they're hard to understand. Package was incomplete, I told them what I received he proceeds to lie and say that the status of the 2nd package states in transit, when it says delivered. Very frustrated.

2nd time ordering in 2023, the first time I was charged 7 times for an order that was not processed and told they could not refund because they could not find the account.

H&M used to be a respected and reliable brand, not anymore You should NEVER shop there.

Service
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Thumbnail of user pm212
1 review
3 helpful votes
September 15th, 2020

Warning. If you normally shop at H&M in the stores do not try ordering anything from them online... the experience is not the same! I ordered clothes for my nephews birthday online 2 weeks ago. I would think ordering three weeks in advance I should receive them on time. My items still have not even shipped yet! So I called customer service to figure what's happening and the agents were so rude. I was hung up on once. I called back in again and the agent was so mean I asked to speak with a manager and the agent said no and hung up. I called back the third time in tears finally got through to a manager and the manager was silent while I was crying. He showed no sympathy or interest. He said that they can not tell me when my items will ship and when I'll get them. He recommended I go to the store and buy my nephew a new birthday present... as they can not tell me when I will receive my items could take months due to warehouse issues. They also can not cancel orders either even if it's not even shipped. Avoid H&M online orders. After this experience I won't even be shopping with them period in the stores

Thumbnail of user classyclo79
1 review
1 helpful vote
April 18th, 2023

One extremely happy girl hasn't stoped twirling. And having sensory issues the fabric feels nice on her skin. Well done H&M do these come in mom size

Thumbnail of user katherinedando270
1 review
1 helpful vote
November 6th, 2023

Love the clothes.however, HM didn't accept my return and I called to ask why. I couldn't understand him…you can also opt in to leave feedback after the call. So the man put me on mute and left me there, so I couldn't leave feedback.

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Thumbnail of user haroldh117
7 reviews
15 helpful votes
August 27th, 2019

The store features lots of casual clothing, it's not too expensive knowing the fabric is not the fanciest, but they don't hide this fact. They are offering products to make it affordable to anyone and the styles are well-rounded. Since they have standard clothing, I always find a shirt to buy there, sometimes it's just plain black shirt but it's still something. An old client of H&M, I don't recommend putting any huge brand-like expectations of clothing, it's just simple apparel. It's important to have a store like that where you know you can visit any time and buy what you need in an affordable price.

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