H & M Hennes & Mauritz
reviews and complaints

I shopped for Rs 23997 on h&m shopping site on 10th October 2022 but due to size issue I canceled the order on the same day my order number is [protected]. hm shopping site sent my refund to my account in next 24 hours but payment failed due to my UPI ID being locked and amount not deposited on which I talked to h&m shopping site then h&m shopping site gave me a UTR number [protected] Make it available I spoke to the bank regarding that UTR number but the bank clearly refused that no money has been deposited in the account from this UTR number then I again spoke to the h&m shopping site they checked and told that your payment failed Due to the deposit not being made you can be sure your funds are safe. I told hm care about my UPI being locked then asked to add an account number on h&m payment option, I did that too but my refund is yet to come. Please help me and send my refund as soon as possible to my account maintained in H&M payment option

Full name - Priyanka Bishnoi

Reg. mob.- +[protected]

Reg. mail id - [protected]@gmail.com

address - Q. No. 4, Near Happy Home Billding, C Road Sardarpura Dist. jodhpur. Rajasthan India ZIP code - 342003

I bought a girl's sweater, store is in shopping centre West gate, Zagreb, Croatia. When I arrived home, I realized that it had some light marks at one side, like is bleached. As I live pretty far from that centre, I can't just go there and return it, and also I don't want to return it because my doughter really loves it.

In croatian customer service I was told to solve it with the store where it was bought.

I'll add the pictures, but it is more visible live..

Upon arrival to the fitting room the young lady with short curly hair and glasses was already rolling her eyes and telling me the fitting rooms were full they were closing in 15 minutes and to move out do the way for the roller carts which were coming from though the waiting line area… then to the next customer that arrived with one item she said the same and yelled at them “guys come on!” When they didn’t immediately move out of the way. When I told the supervisor how she is treating customers badly he unsympathetically apologized while the girl was talking over him saying I am putting words into her mouth (I paraphrased as I couldn’t recall her exact words) and he gave her a look as if reassuring her impertinent behavior I! So I put my clothes on the counter and slid them over to them and turned to leave, and another employee had the nerve to tell me that was uncalled for. How is that uncalled for? If I am mistreated by an employee, that’s makes me not want to shop in the store. The staff in this location need to be trained in customer service as their roles are highly centered on the customer experience.

This is my 3rd time filing a formal complaint, in person when the incident happened, chased up with an email as i was not contacted as promised by the manager, in person to the new manager as i had not heard back to my email. and now.

20.05.2022 I entered the female changing rooms on the London Westfield store ground floor, and put my handbag on the stool which instantly collapsed, by bag was very light and the legs fell off with no screws to be seen it had clearly been purposefully balanced this way by staff as they would have been aware of the state of the stool by the time i arrived on the Saturday evening.

my bag fell and my phone was thrown to the hard floor which cracked its screen. I have photos of the stool. I raised the complaint and a young white English male manager took my details to pass to head office as he had no authority to provide compensation but assured me that i would hear from them within two weeks.

I have still heard nothing from them and on my return to the shop last weekend: 09.07.22 the new manager a arab late 30s-40s who had no recollection of the issue. I described the then manager and he recognised him as the manager who had recently left the company. He suggested i pay for the screen to be fixed and forward the reciept. However, this is not a good deal for me as I need reassurance the full amount will be covered as the quote is quoted as between £90-£170 from ismash.com.

I will copy and paste this complaint online if i do not get a response within 24hours

They owe me an article of clothing for the buy2/ get 1 free organic cotton sale. It was missed. The manager wouldn't let them redo it Bc I didn't have a mask on and made me leave. Discrimination. I asked for a mask to wear because I didn't have one but he told me I could walk to Barnes and Noble for one. Stealing from another company

I have comlained about some problems in delivery and no one contacted to me after that
Complain no. 2090639

Good afternoon,

yesterday, at an 2000 GMT+1, I was shopping at H&M in Galeria Warminska in Olsztyn, Poland, what I noticed first while searching through the clothes was a whole bunch of staff in the sale sector gossiping aloud about other staff members from the same store, totally ignoring the customers.

I ignored that and continued with my shopping. After I selected my choice I went to the fitting rooms to try them on, selected a few pieces and the rest intended to hang on the hangers outside, but had a shopping bag in one hand and the few clothes I selected so it was a bit difficult for me hanging a few coat hangers.

Because there were at least 3 or more staff members in the fitting room, I asked one of the girls, a large, tall, chubby girl to help me out with hanging the clothes as I was a little restricted and she was there.

She replied rudely that she was busy and I could help myself as she had other things to do, that was quite loud in front of other staff and customers. I was shocked to be honest with such blunt, rude reply, I did passed it to her anyway and left the changing room hearing the staff member talking loudly after I left further rude comments about me and customers unable to help themselves.

I returned and ask for the manager, she only smiled, stormed off around the shop shouting to other staff members if they knew where - here it was the name of the manager, I don't remember- was. Finally she found the manager behind the counter. The manager confronted me in the queue, I was at that time in queue to pay for my clothes, she asked what happened, I explained to her what happened quietly, the lady said, that her staff member was right, because they were busy and she did not understand what my problem was. Basically the manager was even more inadequate than that staff member since instead of trying to solve the problem, and probably a simple apology would have helped, she was even more confrontational.

I find this type of behaviour unacceptable it todays days. I never file in complaints but this time I decided to do so.
The staff either need some special training in customer service or should be sacked. There are a lot of nice young ladies or gentlemen who would love the job, especially in the Summer.

Please, let me know how you decided to deal with the situation and if the staff have been confronted. I really would like to know. H&M is a special store to me, I worked at H&M in the 90s in Cologne, Germany. Such situation would never take place elsewhere,

it is obvious to me that there are some not very healthy relationships in the store among the staff.

Regards,

Agnes Schramm-Newth

Yes first of all I love your store. I have shopped and purchased goods in Nice France in Portland Maine and in other locations. You have great products at a great price. But I would like to file a complaint against your Portland Maine store. There is an employee there who has pink hair. I don't know what her name and her pink hair is gone but her attitude is not.

The two times that I've been in the store recently she's treated me very aggressively and in a very rude manner. The first incident I went into the store with a clear plastic mask covering my mouth and nose which she required me to take a covered mask or leave. The second incident I was checking out and she very forcefully and told me to pull my mask up over my nose, which it was nearly covering and which was very humiliating as I was in the checkout line. I declined because of her rude aggressive nature and I said I will not be making my purchase here and I peacefully walked out of your store.

I am a leader and a CEO and I have access to hundreds of people and I was very tempted to let all my friends and colleagues know what happened in your Portland Maine store but out of respect for your company I did not do that but I really think that you need to take action because you have a PR problem in your Portland Maine store. After my two experiences there, I really don't want to go back into that store and do business with H&M because of the one employee with the pink hair.

I look forward to hearing what kind of action you are planning to take and will base my next steps and decisions upon your action. Again thank you H&M for a great store and a great product and I wish you all the best.

Cordially,

Jon

Placed an order November 30th it is now Jan 4th still not here h end m is refusing to cooperate they are stating they shipped it out December 15th why send it out so late I understand the pandemic makes things difficult but this is insane they will not refund my money they are saying oh keep waiting you have to wait not one person is helpful or understands this was an Xmas gift they ruined that and to top it off they just say it's protocol I have to wait because they shipped my order on dec 15 even tho it was placed Nov 30th

Hello

I would like to send you my concern about your employee in Fair Oaks mall. I happen to be shopping that day when I witnessed an employee, I believe she is a manager named Amanda Henri.

I did not care at the beginning but i noticed that the situation was not handled well by this supposedly manager. There was a customer who asked one of your sales associates how many percent the cotton in that one particular product and the employee did not know the answer. That question was very unusual and I dont expect any employee to know the answer because that was very specific. Since the employee did not know the answer, she did the right thing, i.e. she called her manager and that is when this Amanda came over and because the employee did now know the answer, she embarrassed the employee in front of the customer who asked and in front of everyone else. I witnessed that. She even indirectly pointed out that she is incompetent.

I think this kind of behaviour is unruly, immature and unprofessional. How can you have a store manager who behaves this way. The right thing to do is to ask answer the customer the question and talk to the employee in an isolated place but not necessarily embarrassed the employee in front of everyone. As one of your regular customers, I wonder how you train your managers to handle situation like this.

Imagine, "how many percent is the cotton in that clothing?" How can you expect one to answer that question if that is something that you dont deal everyday. If you expect your employee to know that, then they should be memorizing every item in your training materials and ensure that they get to learn that on the job. That kind of of question is not something that employees learn on the job day to day.

I hope you do something about this Amanda Henry. If i go to your store and she is still there and behaving like that, i wont be going to your store anymore and you just lost a customer.

Thank you
Ella Dana

I made an online purchase on 8/11 and returned a few items in the store on 8/22. On 8/23, I only received partial refund in my credit card. H&M emailed me of the error they detected and promised to rectify the situation with my full refund in the form of a check. I have called their customer service on 9/17, 9/24, 9/28 and 10/6. I have yet to receive my check for my full refund. I also have a email conversation exchanged with their backoffice and yet my issue has still been unresolved. I just want what is owed to me.

ticket #[protected]

I suspect H&M Customer Service based in Malaysia whose named Torstan, Thomas, Ryan, Nick might be the same person and they just changed name to avoid being complaint, if really not so then why all of them such a failure as a customer service representative, they are impolite and unprofessional in responding. I am offended by their replies, first of all Ryan is using strong tone, Nick is like diverting responsibility to courier and wrong information given. the phone number of courier is invalid, no verification made on his end before pass to customer. Have they ever try the phone number in the first place?
And then Thomas, not to mention that he ignored my question and also his reply is really rude. He never apology and he ignored my question and never try to explain why the phone number given is invalid. I got their point of "7-10 business day" concept which they keep emphasize it. But then if I am looking for such official reply I would not send email in the first place. Such unprofessional but official reply, even a 5 years old kid can do it. I am wondering is there really a Customer Service? This bunch of peoples should to train be more professional.

The date of the incident was 28th January 2018.

It was during my trip to miri by using bus. It only short period of time when going to each location so we went rush to H&M to shop. At first, it was okay however when it comes to my turn to pay for my item, they (the cashier) asked us to queue up to the back. We both feel frustrated on their customer services because they pretend to see us like we are invisible. Even though they are trying to make things like it never happen at all, everyone saw it. we were queueing for more than 15 minutes because the customer in front of us bought a lot of things probably more than rm200.

I felt unhappy because how they served us were poor because some of them especially the women cashier. In that station, only her that scanned the price tag, the one also who put the items inside the bag as well doing the cashier machine.. it is seriously very slow. I do not know how come this happened. For future suggestion, it is better to have 2 worker in a station; 1 who put the items neatly inside the plastic and one who handles the money and return the remaining money when the customer is paying their items.

Secondly, the queue itself is a major problem other than the customer services. The way how they asked us to queue is by going through the maze that are at the same time tables of accessories such as necklace, socks etc. I do not think it is appropriate way of queue because 1) small space 2) No sign of 'please queue here'. I hope when I enter that H&M located in Miri, Sarawak (Malaysia). It will resolve and it will not happen to other customer as well.

I purchased a Gillet at your H&M 731 Lexington Store 002 New York US on the
01/01/18. As I bought this I obviously tried it on, and so doing I left my expensive waistcoat behind on the rail. I went in to the store on the 02/01 and spoke to CJ together with my friend also checking with H&M from The Renaissance Hotel 57 Lexington. We were both told nothing has been found. I continued to phone and phone from the UK, eventually somebody answered and said the Shop has been closed for several days? There is nothing there and if things are left they are usually stolen ! Maybe this is the case in your store/stores but I think this is totally unacceptable practice, considering I definitely left the item which matches my coat.
Please kindly look into this for me as it it SO upsetting to know that none of your staff would be vigilant, even admitting what (probably) happened to it.
I would be very happy if you could investigate by speaking to the staff on that day. With my thanks

I've been a loyal customer for years buying H&M's products for the whole family. But I was shocked last week doing shopping at The Forum Plaza location (Carlsbad, CA) by very poor customer service provided by Wendy Aguilar, the manager. She was unfriendly, not responsive, and simply walked away while I have not finished talking to her. All I was asking for was to prorate the price for packs of socks that were missing some pairs (they didn't have full packs for the sized I needed). She said she could only give me a 10% discount which would made me pay more for the pair of socks than its original price is... Why should I pay more for the pair than its normal price? She demonstrated her stupidity, bad attitude towards customer, and helped H&M to loose the loyal customer.

I made a purchase at the Stadion shopping mall in Braće Jerković, Belgrade, Serbia on Wednesday, November 22. Today, November 24, I made another purchase at the same store and I asked the store manager, Dušan about receiving the 20% off promotion for the current Black Friday sale on my purchase from Wednesday (two days ago.) I asked if I brought my receipt if he could adjust my total to reflect the sale. He told me that whatever was purchased before the sale should be forgotten about because this was a new sale and there was nothing he could do. I then said that they were in effect making us return the clothing and then repurchase it to receive the discount. I was told that I was free to do as I wish. Anywhere else in the customer-service-oriented world, they would be glad to honor the sale prices on a purchase only two days prior with the receipt. They are running the store like it is their own rather than H&M. What is the benefit of him making a customer return the items to the store and telling me that it's at my discretion to purchase them again, and risk me, as a customer not purchasing them again simply due to the hassle? When I asked, the store manager gave me the number to speak with Vladimir Ilić [protected].) When I phoned him a male answered and told me that he was not Vladimir and that he could not transfer me and I would have to call back. When I did, the line repeatedly rang with no answer. It seems a convenient way of screening phone calls and not actually addressing customer service problems. The items that I purchased were gifts for my children for Christmas, so they haven't been worn or even had the tags removed, but regardless, this treatment shows that all patrons are viewed as crooks. If you doubt my assesment of the situation, take a look at the policies of Macy's, J C Penny, or Kohl's just as examples, and you will see how their policies empower employees to provide good customer service that ensures those customers will return to shop repeatedly in their stores.
Tiffany Marinković
+[protected]
[protected]@hotmail.com