When I first started ordering online from them, it was ok. They always ship ground and with USPS and that takes weeks. I'm not sure who the smart guy was who thought it would be a good idea to have a shipping agreement with them since USPS already has terrible customer service. The first time I had a problem with them was that an item I had ordered along with other items was back ordered so instead of shipping me what they did have, they waited until they received it to finally ship my order. It took over a month to receive it. They gave me a 10% discount to make up for the trouble. Not that great, but whatever. I ordered from them just recently and I realized that I forgot to update my shipping address. I immediately emailed them after the order was placed because the other issue is you can't update your own address, you have to contact them to do it for you. They responded the next day saying my order was already "in progress" and once that happens there is no way for them to make any changes or even cancel the order. They told me for future reference to cancel the order with it is still "pending". They told me they have no way of communicating with the warehouse. Now I have to wait until I get a tracking number and hope that USPS will reroute my package for me. They didn't do anything to make it right for me. They haven't even updated my address in the system. So now I have a package being shipped to California when I now live in Washington. Keep your fingers crossed that USPS will be willing to reroute my package or I'm probably looking at another month of waiting. Never again.

Today on May 13th, 2022, I ordered four shirts and checked out with Paypal.
The processing auto-filled the shipping address without any option to change it.
When I saw the incorrect address (which was an old address to which I am not associated to whatsoever), I immediately called H&M customer service.

It was 4 minutes after the transaction.

I was connected to a kind fellow called Randall, with a soft Indian accent.

He let me know immediately (after checking my order number), that because it had passed the 15 minute mark, nothing could be changed on my shipping information.

PLOT TWIST: IT HAD ONLY BEEN 7 MINUTES.

So H&M somehow was processing orders in a future 8 minutes ahead of time.

Kudos to H&M for their quantum order processing. Randall was as kind as he could be, given his restrictions. I thanked him and left 100% dissatisfied with my online shopping experience.

There was no room for help. Only to speak with Randall. I guess that is the perk of horrible shipping policy and product shipping logistics with H&M. There's no changes that can happen, at all. Even if a request is made within a few minutes of purchasing.

I do not reccomend shopping with H&M online.

I ordered the same 2 hoodies for my son in 2 different sizes. One came and then we recieved a black fur coat meant for girls in the same size as the hoodie. When I contacted H&M customer service they told me they don't have a system to send me the hoodie and that they want me to return the coat for a refund and then I would have to purchase another hoodie to replace the one they didn't send. So to sum that up, I would be purchasing 3 hoodies, sending one back and then waiting almost 2 months for the refund to hit my account. On top of that they said, "we will wave the return fee." Oh... you are TOO KIND. And the only thing they can do is send me a 20% off coupon and free shipping. I can't help but feel like this is a sales tactic for customers to come back and purchase more from them. I find it super odd they sent an article of clothing from the opposite gender, same color, same size. It just feels like it's an internal policy that if they don't have a specific item in stock to just put something else in there in hopes that the recipient will make another purchase. I will never support this company again. I am so sick of corporations throwing ethics out the window just keep profits high. H&M is a dying brand and they are sealing their fate.

I received an email saying that my package was delivered, but it wasn't, when I called H&M customer service to report this issue they told me that it can take up to 21 days after the original delivery time for the package to be delivered. This was unacceptable since this was a gift for my son. When I requested a reimbursement they just hang up on me. I call several times after and they just keep hanging up on me.

WORST CUSTOMER SERVICE!

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.

Terrible customer service. Went today to the store at M St NW in Washington, DC with my kids, one of them still a toddler and she needed her diaper to be changed. I asked politely the woman at the register where their bathroom is. Obviously, I needed a restroom urgently as my baby was crying, and I needed to change her. So, the woman at the register told me that they don't have a bathroom and I need to go next door to TJ Maxx. I asked her, how come I should go to TJ Maxx to the restroom if I'm shopping at H&M, and she Yelled back at me that they don't have a bathroom at the store. And this is all happening while I'm trying to calm down my child. What kind of people work there...It was a disgrace.
It's not like I was not buying stuff for almost $200 and this attitude coming from another woman towards their customer, who is also a mother.
I forgot to ask if they go next door to TJ Maxx to use the restroom when they need it since they can't accommodate a small child!
I'm not going to visit that store again! Outrageous!