H & M Hennes & Mauritz
Reviews and Complaints

Two weeks ago I bought 2 sweaters at H&M. The day of purchase I got home and realized there was no receipt in the bag so I called Customer Service that same day to report it because I needed to return the sweaters. I spent 1.5 hours on the phone trying to get connected to the 111 5th Ave, NY, NY store, where I made the purchase. After several attempts I made it through and talked to the manager, who's name is BB. I explained that I was calling because the sweaters don't fit and I wasn't given a receipt but I needed to return them. She approved me to return them without receipt and said she'd leave a note for the other managers.

I went to this H&M location 2 times trying to return but the return system was down. Today was the 3rd try and the return system was up but the manager on duty, Marco, denied my return because I don't have a receipt. He would only authorize store credit, which I did not want. He stated that it was policy to get money back only with a receipt. I explain that I wasn't given a receipt so it wasn't my fault that I didn't have one, for which he responded that he's 100% sure I was given a receipt. Obviously now I was insulted because he's implying that I'm lying and have gone through all of this under false pretenses.

The bottom line is: H&M is holding me to a store policy of store credit without receipt but H&M did not uphold their policy of providing a receipt - for which I didn't notice until I got home and called right away. I was 100% NOT given a receipt and therefore did not have one to get my money back on the return. I took the store credit today for the sake of not lugging around these sweaters anymore, but I want to turn it in for a full cash refund. I can appreciate that there was a human error and the cashier forgot to put my receipt in the bag, but I will tolerate a manager implying that I have lied about it as if there's any benefit to me spending hours on the phone, going to the store multiple times and talk to customer service several times for a simple return. No one deserves to be treated like that. I did not do anything wrong here and have forthright and proactive about it.

I purchased an ivory open sweater priced at $49.99 at the H&M at the Glendale Americana on September 15, 2017. My friend and I were in and out of the store within 10 minutes so there was no opportunity for me to "tamper" with the product. I left with the sweater not knowing that the "care tag" was not on the sweater and put it in the back of my car.

When I show that the sweater was shredding hair all over my car, I decided to return the sweater and went to the H& M store located in West Covina. The store manager said she would not accept the sweater because the "care tag" was missing, even though the price tag was still attached. Without the "care tag", she said the product was a "final sale" purchase, and could not tell if the price tag belongs to the sweater. (Never have I made a purchase where I needed to check if the "care tag" was attached but I will from now on).

I called customer service who spoke with the managers at the West Covina and Glendale stores and both refused to accept my sweater. The only thing the customer service representative did was file a complaint for me.

It is outrageous that H&M sold me a defective product but forces me to take the responsibility for their mistake.

This is the link for the sweater:
http://www.hm.com/us/product/71364?article=71364-B

I called in customer service to have an order place but was having issues and spoke to a rude supervisor named Eric. He wouldnt give me his last name and I felt like he treated like I was a piece of [censored]. He stated that I wouldn't be able to place an order with someone else credit card. Stating that the card had to match what was on file. I explained to him that it doesnt make any sense why no one would be able to use another form of payment. I explained to him that I also work in retail and that we are able to charge someone's card with no problem. He then stated that since I don't work at H&M that I wouldn't know what I was talking about. I asked nicely to speak to someone else besides him and he would not transfer me to someone else stating he's the only in charged there. I had to go out my way and call from a different phone and get someone else who can help me speak to someone else. I believe if they are going to be a supervisor that they should have some type of people skills. This makes me scared to call customer service again.

Why are women/men in H&M Mumbai store not allowed to try swimwears /undergarments(bottom wear) . How does one buy without trying.The store staff argued with me that it's in hygienic . I am shocked at this discrimination when you allow to try swimwear and panties in your and other Western country? . I had 2 experiences in H&M Mumbai where staff refused to allow me try swimwear . In June2017 ground staff of H&M Aditya and Purti were rude to me and said it's H&M guidelines and not to try for hygienic purposes .I asked how can then one try trousers? When I demanded to see the guidelines the store supervisor Parul allowed me to try .Please change negative approach to positive response . Dr Asavari

Sunday September 10, 2017, Store number is 120194, time around 14:00. My grievance is really towards 2 employees at the store today. I was standing in line waiting for the next available cashier, then as the customer in front of my left, I went up to the next open, however this Sales Associate didn't acknowledge me and just murmured something like his cashier wasn't open (I just saw you ring up somebody), I didn't catch want he said so I waited and stood there while he and his manager (I'm assuming), Eddie, just talked about scheduling and then Eddie signaled a "shoo, go away" hand gesture as if I were a little kid in a fancy store. Needless to say I was pissed, felt belittled, and glad another cashier opened (and he was pleasant). I am posting this review here but I am also trying to figure how to report this to corporate to address Eddie's non-customer service attitude.

I had been to your store at Bangalore MG road on 07th, One of the worst shopping experience of my life, there were hardly any staff to assist and I found a sales lady to help but she was arrogant in her voice and behaviour same service quality by the same lady even at cash counters, the lady inherits from north east part of India, short heighted and fairy in complex, completely spoiled my mood of shopping just decided to get out of this Store as soon as possible, Last time ever I will step into H&M, with this kind of staff where H&M will end

I ordered clothes online. ne dress and three similar shirts. But they sent me only one shirt and a different dress. I would try to express a bit of understanding if I ordered from Aliexpress, they often send wrong items, but what happened to h&m? I phoned them to clarify the situation and waited for about30 minutes before they picked it up. I talked to a rep about the situation. They said: ok, if you're not satisfied, then ship those items back and we'll refund.
BUT I had to pay for the shipping! By their fault. I didn't want a refund, I wanted to replace wrong items to the right ones. But my request was declined.
They made me sad. I don't want to buy from them again and will not recommend you to do so. At least don't buy anything online.

I am visiting the U.S. From England. My family and two friends went on a shopping trip today (8/1/17) in Bloomington. We all bought something in H & M. My friend's children had been saving their pocket money and were excited to pay for their own clothes. The store manager called Lex served one of the children. Because she put her money on the counter (there were a lot of one dollar bills) the woman sighed quite loudly. She was not polite when giving her change either. She was rude and it spoilt an experience that should have been a positive one for a child who had purchased her own clothes. I asked a server if I could talk to the store manager, only to find out the rude person was the store manager. Hey only suggestion was to phone corporate. I am not impressed with the customer service my friend received today, just because the store manager thought she was a child on her own. I do wish for a response for this complaint.

Many thanks,
Sarah Smith
[protected]@hotmail.com

Hi. I have been a regular customer at your stores and was always satisfied with the services provided but this time I am highly disappointed with the behaviour of the staff. I usually shop from the Phoenix Lower Parel branch and the staff has always been cooperative but this time when I shopped at the Phoenix Kurla branch, I regret it. The staff has no manners at all and they should be taught as to how they should behave with their customers. I belong from a Muslim family and we wear a hijab, me and my three sisters occupied 4 trial rooms and my mother was there along with us, helping us to choose. When my mother was standing there, the executive Sheetal pushed her outside saying it's not allowed to stand here. There might be some rules, I understand but there is a certain way to behave or request the customers to move aside. When my sister tried to explain her that we will not be comfortable around the males outside, her reply was "That's not my problem. That's your lookout".We have shopped from most of the brand outlets and they allow 1 person accompanying to help the buyer choose their clothes but the female executive there, Sheetal was completely ill mannered and had no courtesy for her customers.atleast she should have the manners to talk to an elderly person which was my mother, which she completely lacked.We immediately felt the need to contact the floor manager asking for a feedback form. The manager Shakir also had no manners, how to address their customers. I insisted on getting a feedback form for a written complaint and was denied the same. I am highly dissapointed by the service quality and shocked as to how such a brand is running without even having a feedback book/form. I felt that the discrimation was wholly because of me being a Muslim. We live in a country like India where under the section 15 and 25 of the constitution, I have freedom of religion and I can practice my religion freely which includes wearing a hijab. She hurt my religious sentiments as well.We are customers, and we are the ones due to whom the stores run.There should be ethics in the Staff to behave with the customers.We are educated people, aware with the laws and will not remain quiet against this misbehaviour.I demand our safety and security. I would like a proper complaint number for this and will be waiting from an appropriate reply as soon as possible.

Hello,

The womens v neck linen top coral that arrived in my shipment today had been worn by someone. It smells heavily of body odor/perfume and is a bit misshapen. Are people wearing the clothes before shipping them out?

Order no: 000825
Order date: 6/8/17

I am returning it. I just wanted to report this as it is important for your quality control.

Kindest Regards,
Sophie Brennan

I am an US Navy active duty current on deployment. Wanted to purchase your product online; however, it was unsuccessful as my credit card company's fraud alert prevented and I couldn't know as I was disconnected from any communication service. I have contacted your customer service over the phone, pretty much following actions were taken by your employee.
1) Started lecturing how H&M "protection" software works
2) Started lecturing how I should spend my money
3) Told that I have to wait a week before "protection" process clears and won't guarantee whatever is in my shopping bag.
As a customer and capable human being, it is ridiculous how the company prevents their customers' spending, and I should not be given any lecture from your employee. This incident occurred on this day June 6, 2017 and I wishes that in the future, the consumers rights be preserved, in addition, hope to see resolution to above complaints including "no necessary to wait a week" to make any purchase and purchase what the consumer chose.

Hi
This is yashasvi agrawal, your customer
I did one shopping on 26 April from H&M ambience mall gurgaon of amount 4897 (tan id - [protected]). The cloths I purchased was on discount but the sales men deducted full amount from my account. I complained then salesmen realized his mistake an make another transaction of 2500 (amount after discount). He said your sale is void of amount 4897 and the amount will return to your account in 21 days max.

But the money is till not in my account, I have contacted to my bank and filled money reversal form as well. After 10 days of form filling my bank says money has not been returned.

I have filled a complain in National Consumer Forum (my doc number is 291176)

Kindly help as soon as possible

I bought some ladies shirt from an H&M in Berlin Kurfurstendamm area in September last year 2016. Wore one of them for the first time last week and there is a tear on the sleeve. Shirt hasn't even been washed yet.
Cost me several euros for a shirt I thought was excellent quality. I hope the others will not be this substandard. Kindly get back to me with the necessary response. I won't have my money go down the drain. Waiting for your swift reply.

In march 2017 I have send back a top (A blouse), because the size written on the back was alright but when I put it on me I saw the difference, it was a mistake from fabrication smaller then the size claimed on ticket, when I talked at customer service, they said they will take care of this situation, so I buyed again same product thinking that they will be careful at what they will send to me, big mistake, it happend the same, 3 products, haved the same issue like the first from march... When I called at cs they were rude, hanging up the phone to me instead of helping me this happend in romania, bucharest... At cs (Customer service) they said "sorry but we are receive the clothes from italy and if something is wrong we cant do anything,"so I said"so the client waits 14 working days bcuz h&m dosent do his part... One of the h&m cs just hang up to me rude just rude lack of manners of h&m workers... H&m died for me today! I will never buy again!

Went to the store h and m Dulles sterling mall va. Had to return some stuff. The staff was rude and disrespectful never ever will I go back.
They refused to return the stuff and kept in saying I used it and I kept on explaining I didn't.
Ryan and Carlos were so rude. Usually I go on weekdays and staff is pretty warm. The weekend staff was super arrogant.
Heard it from so many folks about bad service, you guys need to do something about it.

My daughter bought a pair of jeans from our local H & M store and when she came home she realized that jeans were defective. Next day she went back to the store to get an exchange, but cashier was very rude and refused to replace.
My daughter came back and was very upset, she explained that store staff claimed they would never sell anything defective and refused to accept jeans back.
So next time I went myself and demanded some explanation. Cashier wasn't able to do anything, because I know my rights and I was confident and pushy. My daughter was discriminated only because she was young (15 years old) and that cashier lady thought she would get away with that. But when I came to the store I told her everything what was on my mind and believe me if I was as nasty as she was I would do everything to get her fired! What a terrible service! These people at H & M need proper training!

Never shop at H&M online! I live in the country and do a lot of shopping online and have had reasonable experiences until H&M. I ordered a Jacket for my granddaughter at $17, on sale, $35 full price. The order went through and then a few days later I got an email from H&M stating that the order was cancelled - they were out of stock. I checked the website and it was still available, so I called customer service (that's what they call it!). They apologized and gave me a discount code for 25% off full price and free shipping. This brought the cost to almost the same as the on sale price, so I placed an order. A couple of days later I received an email stating the order was cancelled as the item was again out of stock. It was still on the website. I called customer service again and was told it was really out of stock. I told them I didn't believe it and I would reorder the jacket at full price and then contact them again for a discount when it was shipped. This order was cancelled immediately. You guessed it - out of stock! It occurred to me that they were watching for my email address to prevent me placing this order so as not to have to give a refund. The jacket was still on the website so I opened a gmail account and placed another order using this email address. The jacket has shipped and I have been charged, so miraculously the jackets finally appeared.
The truth is that H&M didn't want to give the reduced price and then the discount for this product and pretended it was out of stock. They were tracking my email address because I told customer service I would reorder and follow up with them for a refund, and consequently cancelled that order as well. When I reordered the same day with a different email address it went through and my jacket is to be delivered tomorrow.
I will certainly be calling customer disservice as soon as I have the jacket in my hands and since I've kept every email and order status I will be asking for my 25% discount plus free shipping. Although this whole experience has been unprofessional and dishonest - at best shoddy, I won't be surprised if I don't get the discount. That's the tacky kind of company that they are and whether I get refunded or not, I will never open their website again.
While I'm at it, the only H&M store I've ever been in was the one in Place d’Orleans and it was disorganized and messy, with no visible staff. Definitely an experience I intend to never repeat.
Take my advice and save yourself the aggravation - avoid H&M online!

I made an online purchase on February 28, 2017 and received it on March 6, 2017 but was not provided a receipt inside the shipment. As soon as I received the order I called customer service and told them I was not provided with a receipt and I had to return a few items. The representative said it was a human error and sent me a SmartLabel to my email and said I could use that to do the return. Additionally, she said I would receive a promotion code for 25% discount for the error.

First of all, I never received the promotion code and when I went into the store to return the items the SmartLabel was useless. I spent over 15 minutes trying to explain it to the representative and him trying to find my online order. I am very disappointed with the customer service for online purchases, the representative's service was useless. It was a real hassle trying to do a return that should take less than 5 minutes. I highly doubt I will make a future purchase from H&M.

31st Jan 15:30 at H & M Malaysia Setia City Mall outlet, your cashier on duty, ms Tasha, provides intolerant bad attitude service. Dropped the sunglasses I chosen, never say sorry and put on a black face immediately. Then grabbed my card rude without telling me the amount in total, and also pulled the clothes under my albow without saying anything before she did it. I was surprised of her behaviour and questioned her if she was in a bad mood and warned her I will report to her manager. This young lady challenged back ! What's happens to H&M ?! Please train your people before putting them in front line, they will ruin your biz!

Dear H&M,
I live in Egypt and I would like to share with you a complain I have.
Last week I went to Dandy Mall for my New Year’s Shopping + check a pair of jeans for my 8 years old son.
My destination was H&M as you usually have a big special collection for the New Year and to my surprise I couldn’t find any variety at the store. I could only find your classic collection that would fit any occasion with a couple of dressy stuff but nothing much.
Although that I live in mohandessine but I always prefer going to Dandy as it’s a mall where I can find all the stores I like to shop from under one roof. It’s easy to park and can leave my kids to play while I enjoy my shopping.
Same day on my way back home passing by Lebanon street I crossed your H&M store I could see other more relevant New Year options so I decided to park and check the store.
Parking was a nightmare but finally I was able to find a spot and went to your store.
At your mohandessine store the collection was totally different. You could feel the festive season and had all the variety, sizes and colours BUT the store was in a complete mess!
Very honestly I hate this store as it’s not shopping friendly. Lanes are really tight and the display is really bad and when I asked the vendor why the collection is different that the one at Dandy he gave me a very weird answer ‘Lots of our collection items you won’t find them at the Dandy Store”.
This was a really disappointing answer for me as H&M for me in Egypt was your Dandy store as I am a person who feels comfortable shopping there. This store has also a big advantage for me as I can shop for all the family in one store.
I would expect my disappointment in H&M as to would expect to see the same collection everywhere. Your prices have increased and doubled lately so at least have all the collection in all your stores. Now next what should I do? Forget about the Dandy store and stop going there as I won’t find what I want and have all the variety?

A disappointed loyal customer.
All my regards!