H&M Reviews 16,323

I visited the Polaris, Ohio location, I didn’t realize that the mall closed at 8 o’clock, but regardless the store is operating hours is until 8 PM. At 7:30 PM, I went upstairs to exit and they have the gates closed. I asked them to let me out so that I could go to my vehicle and they refused. I am a general manager myself and if we are open until 8 PM, the doors are not locked until 8 PM., Period. The young lady upstairs was very unprofessional.

Very bad service. I ordered home delivery but not delivered on time and they saying product damaged etc… And finally I don’t know where is my package 📦. And Evri parcel ??? There service very very poor and bad service. I’m very disappointed ☹️

Absolutely awful online shopping experience. Ordered items to be collected at my local store only to find out once the order had been processed that it was changed to a completely different store 1 hour away from where I live without my consent.
Having called to cancel was informed I couldn’t do that and had to wait for the items to be returned and refunded.
In addition was told that I’d receive a £2.95 penalty for not collecting the items from the store they selected!!!!

When I raised this as a complaint I was informed it was my fault fur nit checking the confirmation details quickly enough or thoroughly enough???!!??
Dreadful customer experience never using this company again. Will be expecting a full refund once they process the returned package and if not will raise a complaint.
Not worth the online shopping hassle. AVOID

Been waiting since before Christmas for my trousers, Evri went all round the world ,on the way ,one the way , this is all they kept saying , then its gone missing contact the retailer anyhow i did.H&M were fantastic no messing straight refund and gave me 10 % on my next purchase, the service was spot on .EVRI were awful i mean BAD , you cannot even get in touch . Who runs these companies? because they need to check on their costumer service, well there is none x

H&M seems like one of the unique brands that keeps up with trendy cloths, the prices in general are affordable !! And the quality is pretty good

order never arrived, unhelpful customer service

Online Ordering Communication & Delivery estimates are unrealistic. My case, a simple 1 item order. 2 days later, I received an email stating the item was dispatched with delivery estimate 2-4 days. I also received an email from Evri stating they were expecting the parcel. 7 Days later, no further updates. I contacted H&M customer service and they were not able to even confirm if the item had left their warehouse, despite the email correspondence stating it had - Bizarre! I pointed out to customer service that I had tracked the parcel using the Evri App and Evri stated that the item was still with the Sender. I was able upload this evidence on the H&M Customer Service Chat. I was told that an 'investigation' would need to be opened if I wanted to wait. Given the time frame, I took the other option of cancelling the order and a refund. To be fair, I was offered a compensatory 15% discount and free delivery for another purchase valid for 2 months. A day later, I also received a refund & decided to reorder the original item using this compensation voucher. To add to the confusion, the same day, I then receive an email from H&M stating my original order is delayed - the (supposedly) cancelled order & Evri sent an email that they have the parcel. What a complete hash. The original order will evidently go to the parcel shop. I suppose I simply leave the parcel there until it's returned to H&M? I do now wonder if my second order will actually materialise, maybe. What a silly situation.

Ref 83884014980 - Ordered 2 items weeks' ago. Advised one was delayed, have now received it. No update on the other (Arket) item. Evri had it on 9 January! Called and got 'Mika' who sadly just kept saying how she understood my situation and could appreciate my concern! No help at all. They have my money, I don't have the goods. They or Evri have not provided any update for 5 days' now. Mika tried to blame the weather. Funnily enough Sephora, Boots, John Lewis and many others met their delivery deadlines! I have asked Mika to escalate things .... doubt I will hear. Waited ages for their Live Agent before calling too.

Customer service online and over the phone is dreadful. Will never shop with H&M again due to this issue.

I ordered a Boho Area rug which arrived looking nothing like the photo and very stretched, misshapen and poor quality.
I have been in touch with customer services twice already. They have not resolved my issue and have twice told me I have bought from another company but I bought from them through their website. Very poor service.

Misleading pricing and poor customer service. I purchased a coat in-store at full price, and later that same day discovered that the identical item was discounted on the H&M website. When I contacted the store to request a simple price adjustment, I was refused. There was no notice at the time of purchase that the price would immediately drop online, and no flexibility or goodwill shown by the staff. Expecting customers to return and repurchase an item just to receive a fair price is unreasonable and outdated. This kind of pricing policy feels intentionally misleading and puts in-store customers at a disadvantage. For a brand of this size, the lack of customer care is unacceptable. I won’t be recommending H&M to others based on this experience.

I have arranged 3 times for a return to be picked up. The first 2 occasions it wasn't picked up, the 3rd they arrived to the wrong address.
H&m are now trying to arrange a 4th pick up from my work address where I will not be and neither is the return. The customer service has been shocking with no help. I was told on a long call that if it wasn't picked up the 3rd time to call back for a refund which has been refused. And they want me to pay £2.99 for the privilege of this farce.
Now on the 4th attempt at a pick up. 3 calls this morning where I keep getting left on hold. Had to hang up after 15 mins and me saying I have arrived to work just to be left. I will now be contacting the CEO

Nightmare service! First I got wrong item delivered and because of that I could not return it in shop. I called customer service and was issued a return label. I've send it back on the 18th December and after over 3 weeks still hasn't received money back. I have called to check but they just told me to wait!

Totally worst experience

I stopped in to check out clearance event, there was an entire H frame with a single sign that said $6.99. I grabbed two items and went to checkout. One item came up at $24.99 and the other $14.99. I asked why because they were both from that rack, and there were multiples of each style, and she said thats just not the price. She didn't even walk over there to look, she could see the rack from the register. I just left without purchasing anything and not to mention, its actually illegal not to match the sign in Wisconsin. I won't be shopping there again.

My online purchase was not delivered on time or within their promised time scales 3-6 working days. Contacting customer service was difficult and once I managed to chat to someone, who claimed to be an agent but acted as a chat bot, I was told to follow up with the courier. I declined as my contract is with H&M, not their courier (guess who? … Evri, of course). So the they said I have to wait another 6 days and if the parcel is not delivered by then, to get back to them. I was going to reply that this is not acceptable and request a cancellation and full refund under the Consumers Right Act 2015 but they closed the chat! I have tried to reconnect/initiate a new chat but I cannot as it blocks me out. Great tactics H&M - I won’t be sad if you go out of business given how you treat your customers

Really really disappointed with H& M. Delivery time long, exchanges difficult. Got ripped off 2 bonus checks totalling to 50kr just by exchanging 1 of the 2 items bought. Even tho each bonus check was used for the 2 items, upon returning. I lost the entire 50kr bonus check that i earned after spending over 5000kr in 2025. Whats worse the points go to zero with every year it seems, The cashier refused to help and it was a take it or leave it situation.
The store across Åhlens had a nice English speaking indian cashier who assured me the bonus checks wouldnt be affected at All. Spend a good hr looking for something at same value or more.. only to have lost both time n money.
Drottninggatan, Stockholm.
Walked to the newly renovated store ( flagship store) across from Clas Ohlson, and was given a blank take it or leave it attitude.

Hello
I made an online purchase and had an issue with the size. Because it was a final sale, I couldn’t exchange it, which I was not aware of at the time. I went to the Newmarket location, and one of the employees there, along with the manager, were very kind and helpful. They guided me and tried their best to assist me, especially since I couldn’t remember which email address I used to place the order, which caused some difficulty.

They advised me to contact customer service. I called customer service using the number they provided, but unfortunately, the representative I spoke with was very rude and impatient. He barely answered my questions and seemed unwilling to help. Since my English is not very strong, the situation was even more difficult for me. This is normally not an issue, as I have contacted customer service in other places before and have always been treated kindly and professionally.

I felt it was important to report this experience. I do not know the representative’s name, but I do know the phone number I called and the time of the call, which I can provide here. I hope this can be reviewed by the appropriate team.

Thank you.
1 (855) 272-7007
16:30 Friday
9/Jan

Ordered a shirt forgetting that their stuff doesn’t fit me (sleeves too short, not made for tall people). They don’t let you cancel an order even though the site says ‘processing’ and has done for days.

Worst experience ever, not surprised them shops disappearing . After a phone call to H&M last Tuesday with complaints that my parcel is lost, it’s not delivered from 3 weeks, I have been cold layer because the parcel is in trsnsit, problem is that parcel is in transit from 3 weeks whithout any updated. Still No parcel no money. Thieves!!!!! No more shopping with them !!!!