H & M Hennes & Mauritz
reviews and complaints

I am extremely disappointed in H&m's service. I went to exchange a gift without a receipt (tags were on). I was told they would do me the favour and allow me to do an exchange for equal or higher value. Not 1 item was in stock out of everything I chose. I asked for a store credit and was refused not only by the store but also by 2 people at head office in Toronto, Ontario, Canada, Carlos in customer service and his supervisor. I was told that they leave it up to the store to make the desicion on returns and exchanges and that they would not over ride the decision to issue me a store credit. I spent 45 minutes in the store and over a half hour talking to head office. What a waste of time. I will share this experience with everyone and never shop there again. This company obviously doesn't understand the meaning of customer service.

Recently I went to H&M to find myself a cute dress and a pair of jeans. I spend there about an hour and left the store. I did not find anything interesting there. When I was about to leave a security came to me and asked me to show my bag. I told him that I'm not going to show him anything. He told that I was very suspicious and spent too many time in the store and bought nothing. I told him that I wanted to buy a new dress, tried on a few of them but did not like anything. I am a girl and it's normal for girls to waste hours on shopping. But he became very rude and in the end I opened my bag. He found nothing and left and did not even apologize.

This company is terrible and disgusting! I went to the H&M store yesterday with my shopping trolley and security stopped me at the entrance saying no trolley's in the shop. I was like "What? It is a shopping center!". I'm so angry! Ok, I left my trolley outside the store and went to buy some stuff. When I went to pay the said my transaction has been declined! Then I contacted my bank and was told that H&M definitely have taken my money! What kind of company is that! I really hate this horrible stupid shop!

My family and I were shopping at Grapevine Mills Mall today. My sons saw pants that they liked and fit well at H & M. Everything was going well until we went to check out. 'Alexa' was our cashier. From the start she was very abrupt and rude. I tried to look over her rudeness until it got to be too much. I quietly said, "No need to rush me." She responded with, "I do not have to put up with rude customers." I said, "You are being rude." She then proceeded to hand us back our money depriving H & M of a sell. I then asked for the manager and low and behold she said she is the manager. I could not believe it. Another very nice young lady, who said she had only been working there for a short time, checked us out. She should be the manager. Alexa should be fired, at least as manager. She needs additional customer service training. She does not know how to conduct herself when the store is busy. I went on and purchased the pants because it was getting late and my sons needed the pants. I will not shop there no time soon. Very poor customer service! - Trina

I have been using H&M service for a long time and this is the first time I am very disappointed about its service. I came to H&M store located in 1472 Broadway (near Time Square - 42nd) to buy something for my interview. When I went to check out, I have not signed my credit card so the cashier named K( i don't really remember her name; however, it starts with K and ends with E) so she asked me to. However, since the card was not on the table and she kept asking "Sign it please" and I am not an English native speaker, I was confused. Then she was very rude to me, she yelled at me: " I have to cancel your payment". The whole store could hear her and they started staring at me. I am very angry and disappointed because this store is located in Time Square where many tourists come everyday. The staffs should be helpful, and patient and not like this girl, YELLED at her customer. Moreover, I told her I did not wanted an item (she already scanned it before I told her) and asked her to return it. However, she was too busy yelling at me and when I came home, that item was still in my bag. H&M is a service company so I think it should not have rude and impatient staff like this. Here is the detail of the bill:
SA: 65539. Store: 120400. No: 5798. Date: 02/04/2016. Till: 7. Time: 16:42

I am being harassed by the twins. Have them stop or I will file a lawsuit against them and other roommates. They are hacking into my things and calling me a hoe to friends. They are having friends pretend to teleport and I am fed up with defending myself this has gone on for five years. I am a saved women and I am not for anyone who wants to portray something that's not teal. They are telling my business to people who I don't have any relations with and its coming back to me extremely harsh I will go all the way with a lawsuit if I have to.

Recently I placed an order. But they made a mistake and my items were sent to the wrong address. They decided not to do anything when I emailed and asked for help. They are the only ones who can make some changes to the delivery, but instead of helping, they ignored my problem. I've emailed and called customer service many times. Every time they told that don't have the right to make any changes, but they obviously do. According to h&m agent they have only one customer service. They also said that their system is quite difficult and it does not allow them to make changes at all. If their system has that kind of problems, they should upgrade it. Well, I have no idea where my order is. I even don't know if I will ever receive it. It a disappointment to see that h&m staff does not care about their clients.

On Thursday 20/11/2015 Me and my family walked into H&M was greeted by the guy standing by the door very friendly and then we walked in and went straight to men suits department as we were looking for my 13 year old a suit for a wedding. I looked to the side while looking and 3 of the girls (staff)were staring and watching our every move including the manager (don't know her name at this point). So we ignored and carried on shopping until we found a shirt and pants my son really liked so he went to the fitting room to try it on. Son went in by himself and asked KYLE if he could try it on and KYLE gave my son and old, dirty looking white sample shirt (same size) simply because he KYLE didn't want to fold if for any reason my son didn't want to take the shirt, bare in mind we were standing just outside this fitting room and grown men had been walking in and out with shirts and no sample shirt or pants was given I know this for sure because I was watching them. So, I looked and thought wth? this is just wrong? so asked KYLE why was my son given a ugly, dirty and old looking shirt that doesn't even fit him so got the original shirt and tried it and perfect fit. Manager came down and told her what had happened her name was Taylor and she didn't even know what to do or how to do her job! This shirt cost me $40 like why would I spend $40 on a product that my son cant even try on simply because the staff don't want to do their job by folding it again? So, disgusting the way KYLE and TAYLOR handled the whole situations I mean this is a 13 year old boy that your LAZY staff not only bullied and also made him feel like he is not worth trying on a $40 shirt from your store. Staff really need to be re-trained and managers need more training on how to handle situations like this. When we entered that night we were happy usually much happier when leaving but H&M staff at the garden city store are disgusting and all should be retrained...

I went into the store in Milwaukee, Wisconsin today and asked that the loud music be turned down or turned off while my daughter was in the store. She has a disability that makes loud music unbearable. I have asked various restaurants and other retailers to accommodate us and never had a problem. I was told that they wouldn't do anything to accommodate us. My daughter had to leave the store. I can't believe that the corporation isn't interested in a very small accommodation for a disabled customer. Many people today have various disabilities that may not be visible. I am very disappointed by the response of the store manager. I will never go in the store again and do my best to let the world know how H&M views those disabled. By the way, this occurred at 2pm on a weekday, not very busy.

I had the most negative experience and was treated extremely poorly in the H&M store on St. Catherine St. West at Peel St. I have shopped at H&M since I was 15 years old and have always been a loyal customer. Today, on October 5th, 2015, I had the worst shopping experience and never want to enter that store again. Hopefully someone will get back to me as I am very frustrated and want to share this experience on my social media sites so that at least something can be done. I came to the store in the evening to return 2 items for store credit. I had received these items as a gift for my birthday and they had been bought 3.5 months ago by my mother. Those 2 items did not fit, therefore I was going in to get store credit and buy something else. I am aware that after 30 days, only store credit can be obtained. I still had the tags on the items AND the receipt. I was told the 2 items were now on sale and that I could not get a store credit back. I then very nicely asked the girl to explain why I couldn't get the store credit, because based on the exchange policy, I should have been able to. I didn't understand and was confused. She then pointed at the bill and loudly said "CAN YOU READ? You're not getting a store credit." At that point I was very intimidated. She had already been speaking to me in a condescending tone from the beginning, but that was too much. H&M return policy: "We offer an exchange or refund by the original payment method on original card, on garments with a receipt, within 30 days of the purchase date, using the original card. Without a receipt or after 30 days, refunds will be issued as a merchandise credit at the current selling price. Please note that this return policy may differ by store. Please contact your local store for full details on their return policy. VALID PHOTO I.D. REQUIRED FOR RETURNS WITHOUT RECEIPTS." "Without a receipt, customers will receive the current or last activity price, whichever is lower, in the form of a merchandise credit. Merchandise cards are not transferable. All merchandise must be returned in the original selling condition. Valid photo ID is required for all returns without receipt. Please note that this return policy may differ by store. Please contact your local store for full details on their return policy." I asked where in the policy it said that items that have become on sale since the purchase couldn't be exchanged for store credit. She pointed to the part on the front of the bill that says "Sale items are final sale." That is referring to sale items purchased on sale. The 2 items were not bought on sale - they were bought for full price. I would not try to ever return an item I bought on sale, I know that those items are final sale. Based on the return policy, I should have been able to receive a store credit for the 2 items as the policy states that "customers will receive the current or last activity price". Nowhere does it say that customers cannot get a store credit if the items at some point happen to go on sale. It simply states that customers will get a store credit for whatever price the items are currently priced at in the store. I tried to explain this to the girl, and she kept brushing me off and would not listen to a word I said. I asked to speak to a manager because she was being very rude, and I was hoping someone would actually hear me out. She then said "I am the manager". I asked if there was anyone higher up that I could contact and she said "I'm the store manager. There's no higher up than me." She shoved my stuff in the bag and practically threw it at me. This was the worst customer service experience I have ever had. It wasn't only what she said but her tone. I felt so uncomfortable as she just talked over me and kept cutting me off.

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

the sales people and thecashier arevery rude..I took out the clothes i tried plus others that were already in the fitting room, to put them outside where the staff will fold them and out them back in place. and the guy working there acted all snippy because i got more clothes for him to out away..he should be glad that i emptied the fitting room, other people were not, i was giving him a favor.

I purchased items at the H&M in Elizabeth, NJ and wanted to return the items at Broadway Mall in Hicksville, NY (closer to where I live). I approached the register and the manager took my receipt and looked at it for a minute. She proceeded to scratch the receipt and went over to the cabinet to check a file. She then came back and said the receipt does not look the same as theirs and I have to go back to NJ to return the items! I was shocked! I said that I bought these items and it's a real receipt and I've never heard that before. She insinuated that I created a fake receipt! I said what do I need to do to get my money back - she said call customer service which I did. The customer service person heard my story and asked me for information on my receipt. She then tells me that at this time I cannot return the items to the store and I have to go to NJ. I was upset and annoyed and the customer service person said let me see what I can do and I'll call you back. She calls back and tells me that she spoke to her supervisor and that I am able to return the items to the store. I asked her why I couldn't do that originally and she couldn't give me a straight answer. I go back to the store, and the manager isn't even there! She makes her salesperson process the return which worked fine! I was insulted that the manager didn't even try to scan the barcode and thought it was fake. I feel discriminated against and am going to pursue legal action against the manager and H&M. DO NOT BUY H&M products - especially if you are a minority!

The cashier was rude and unfriendly. There were 2 cash register open. so when I saw a woman started another line I went behind her. the woman got served by one cashier while another cashier called out to me to get back to the first line. I told her that the other woman who started a new line got served and she yelled back that I could have told her. In the meantime she made no attempt to ask the other woman to get in line. she just singled me out. I complaint to the manager but I doubt if she does anything. this was the worst experienced I had with this shop.

My complaint towards this store in Springfield is that some of the staff from the second floor are very rude. My family said that heading out the store a girl (employee) came to them saying DO NOT TOUCH ANYTHING, WE ARE CLOSED! My family was not doing anything but just looking and they had paid all their items in the store or else the alarm could set off. My grandmother said that the girl gave her a dirty look. After that the same girl and the one ringing my items laughed with each other about this. The person ringing my clothes did not fold them right, rushing and so did another employee to my grandmother. This is a racist move that we do not appreciate. It's not just this store in Springfield mall bit others as well. Hire people who are qualified and not rude! Thanks. Email me a response at elvia.[protected]@yahoo.com

I have never had such a bad experience and have never been so embarrassed in my life then when I dealt with one of the Managers "Taylor" in chinook centre H &M. I had bought a shirt that was coming apart by the thread and hadn't realized it until the next day, when I went back to get it exchanged there were no other shirts left and because it was on sale, I was not abel to return it. When I mentioned how i thought it was a ### policy for this company to be ok with selling ripped and wrecked clothing and give no other alternative, she kicked me out of the store!

The customer service from the Manager Taylor was so awful, It makes me questions the people they are hiring to deal with customer service type of issues, surly I am not the only one who has had a problem and yet I was treated like ###!

Not only was the customer service ### but now I have a brand new shirt that is coming apart. The least I could ask for is quality of the clothing...

I will NEVER set foot in H & M again and I encourage everyone to go elsewhere, don't waist your time or money!

From a very unhappy Customer

Went into fitting room to try on clothes, and man was on a ladder painting.I didn't feel comfortable and put back items and left store.Why would they have someone to paint during customer hours.I thought to myself real tacky and not professional in the least.Also garments stay on floor and customer service does not exist in the store.

The branch at orchard ion mrt near to wheelock there was many people there and i needed help with to find certain clothings so i went to approach the malay lady staff where she give me an unfriendly black face look as if very busy and say in an rude manner" its over there you can find yourself!" 😨i mean if i can find myself why would the company employ them as staff to laze on their job ? So i went to approach e other guy staff where he give me a stare and point its over there😡so eventually i found it and ask if has my size and the answer was its all over there...they dont even bother to find...and the shoes was like a self service thingy there wasnt anyone to help with the sizes...😰also i still buy the clothings even it look only so so and was quite costly...i pay my purchases at the rude cashier chinese lady she sound like malaysian and she squeeze my new clothings in a small plastic bag that wasnt very nice...its not a cheap sale but she make it like one and worst there e other customer behind me bought a few pairs of shoes and she actually stack the shoes on top of my purchase...what the ff...😨😡i has enough of this poor quality rude attitude bad service of staff in H&M
To start with it was a boutique and it wasnt really cheap why should we tolerate such poor service from the staff...they should be given some customer service training seriously...

H&M does not make the slightest effort to proved dependable shipping and customer service. They're like the Comcast of online clothing. They have got some very dumb and borderline mentally autistic people working in shipping and CS.

1. I ordered a jacket and shirt for a Christmas ​present a week before the holiday.
​2. Had the items shipped 1500 miles away for where we were all going to do Christmas with the family.
3. When I got to the family home 1500 miles from my home, there were no packages from H&M.
​4. H&M screwed up and sent them to my clearly marked billing address AND ran my credit card via the shipping address.! I had no idea how inept this company was! It gets WORSE!
​5. So H&M ruined Christmas by confusing billing and shipping addresses. I got home January 1st & dealt with the items BUT...
​6. H&M shipped a completely wrong jacket, ripping me off - and even though I went along with their "sizing chart" the "large" shirt I bought for a guy who wears 33 jeans, looked like a belly shirt on him. It looked asinine. He's not even a big boy.
​7. I sent it all back and now it's been 3 weeks and I haven't hear d a peep from H&M.
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​Here we are over a month past Christmas and I am still waiting on Christmas presents I bought that H&M royally f'd up. And what are they offering me... a 25% discount? I'd like a chance to kick an H&M CEO, actually. A discount to shop some more at a company of incompetents? GTFO here.
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