H & M Hennes & Mauritz
Reviews and Complaints

H&M falsely advertises collaboration product launches, such as their November 2014 Alexander Wang collaboration release, but does not have the product to sell. Even after you spend hours trying to place an online order and you receive an order confirmation, H&M did not have the product to sell. The whole thing was allegedly a scam just to get attention for their brand and customers into their stores. They did not have the product and disappointed customers who thought they had placed orders. Customers later found out that all of their time and effort was wasted as their orders were never fulfilled. The entire thing appears to be a set-up just to attract attention to their brand. DO NOT FALL FOR IT! The next time H&M launches a new “collaboration”, do not participate. In fact, you sholdl really never buy from H&M. This is a company with horrible business practices.

Hello H&M!
I'm your customer from more than 10 years. I have been shopping in your stores in Sweden, Spain, Great Britain, France and many more countries. Today I woke up early for the Alexander Wang collection, I was infront of the store here in Bulgaria ( Vitosha street numbe 6) in 7am! I was first in line, I waited 3 hours for the shop to open . I don't mind waiting, really for a collection like this I will wait all night if I have to . But back on the topic. I enter the shop, I was the first client inside, I asked the sales person I saw where are the Alexander Wang x H&M sunglasses, I quote him : '' There are only two pairs. '' He laughed at me, and said '' And they are gone . '' And again he laughed... I was shocked, and I have witnesses if you dont believe my story. After a while I understood that your staff here in the Bulgarian shop on Vitosha street are hiding the glasses for people with reservations... I want to ask, do you in H&M have reservations ? I will tell you that I heard more than 30 people or more asking about the sunglasses, and different response from your staff. In Spain I was at the Karl Lagerfeld opening collection, the customer service is very very different from the Bulgarian one. Anyway this was my last time shopping in your stores here in Bulgaria, I spent almost 500euro today on the Alexander Wang collection, but the only thing I really wanted were those sunglasses.
Your staff here makes a bad impression of your brand, when you ask them questions they are incompetent and they can't respond . Please try to look at how they are working, because it is for the good of your brand.

Best regards,
Iva

To whom it may concern,
I am writing to complain about the unacceptable delivery service from hennes and mauritz (H&M) I ordered a cardigan which I have know recieved and an eyebrow pencil,
I may not need this desperately but it is as small as a colouring pencil yet you can't seem to deliver it very efficiently it has now been over a month I think this is awful and I loved your shop but this has definitely put me off I will disappointingly not be buying from your online shop again and I will certainly not be recommending your service
Yours sincerely Ellie Dennehy

Its so scary how a big company like H&M can employee racist and child hater anti-theft agents. Yestuarday, I went out shopping with my two kids, one just turned 3 and the other is 13 months. Anyways as I would into the store, I picked 2 lipsticks and gave then to my kids to keep them busy while I looked around for good deals. My 3 year old noticed sparkly bracelets and wore them on her hand. I then noticed a young woman in her 20's watching every move that I made and though it was strange but then went about my business. I took 5 pieces of clothing went into the dressing room and headed for the counter. At the counter, I took away the lipsticks from the 13 month old and the bracelets from the 3 year cold and made sure they had nothing on them. Immediately I walked out of the store, the lady followed me and said I had left the store with unpaid goods. I did not argue or nothing and she showed me the lipstick that my 3 year old put in the stroller basket.
I was then taken upstairs and was placed under arrest saying I was being charged with theft. I told the lady, I had no idea my 3 year old put the lipstick there. The lady said she has seen enough women who have trained their little ones to steal. My ears cold not believe what I was hearing, I kept calm and she then said she is giving me one phone call and that she will be calling someone to come get my babies, at this point I was in tears fear of my kids being taken away from me. By the grace of God my hubby called and I told him where I was and he rushed there.
The lady narrated her story to him and my husband asked her if she saw me putting the lipsticks in the stroller, the lady avoided to answer. Later on my husband asked the lady if she had kids because kids do things like that and to our surprise the lady answer by saying her sister has 3 kids but she wanted none herself, she cant stand them (red flags right there), anyways called the mall security and Toronto police. I was so humiliated because here I am being accused of theft and all the H&M workers are looking into the room seeing what was going on as the lady left the door wide open. Mall police came took shoots of me and served me with a 1 year restraining order, for every coming to the mall.
Finally Toronto police came, took my id, made a few calls and saw I did not have any kind of record on me. Officer finally asked why I would do such a thing and that's when I told him my side of the story. Immediately the officer dropped his phone, turned to look at the lady and asked her what happened. The lady admitted to the officer seeing my 3 year old putting the items in the stroller. The officers facial expression was priceless, he looked at the lady with disbelief and said there was no case at all what so ever. At this point you could see the lady was not happy and could not look at any off us. The officer called the mall security to withdraw the restraining order and said I was free to come here at any time (Lord know H&M is the last store I ever ever want to shop in). Anyways the officer asked me not to be too sad and that I was free to go. Walking out of the shop, every worker's eyes were on me and my family, I felt so degraded, humiliated, and I was an emotional rack.
Today, I have decided, enough is enough and someone needs to know what kind of people H&M hire and if the lady does not like children, why on earth is she working in a store that carries children's items. She clearly looked at me, saw I am a young black woman, with 2 beautiful mixed children and probably hated the picture she saw.
I put up a complaint on H&M facebook and within a few hours it was deleted. H&M, you and your anti theft lady have put me through hell and you better respond to this for I am taking this to another level. My 3 year old is traumatised, I am an emotional rack and its caused me a lot of pain. My story will be heard by millions I promise you that .

Tina

H&M has the worst online shopping experience I have ever had. They lied about guaranteed delivery for Christmas, charged me for free shipping when I shouldn't have, then took multiple attempts to fix it, and charged me twice for the same order (which was hefty and was out of my account for multiple days), and when I called to address it and figure out why it happened, the customer service rep was extremely rude, disaffected and patronizing, and would not answer any questions I had. When I spoke to the supervisor for help to remove the second charge, she was absolutely no help as well. Now I have to work with my bank who then has to contact H&M to deal with this. All for a shipment that will not even arrive for Christmas and these were all Christmas presents. FYI, they ship USPS parcel post so it could take a long time to receive your packages, and no recourse if you never receive your delivery. I will never shop H&M online again.

I have been to h&m twice reguarding the same matter
The customer assistant left the security tag on twice on my clothes
So I went back and wanted to speak to the manger but a service girl said
There is no manger I am thinking how can they run a store with out a manger
So then came a another service girl straight away she come with a attitude towards
Me so I told you guys left the security tags on my clothes twice
The she goes we are a very busy store she didn't even apologise
Instead she was being very towards me so then I told her take the security tag off
Then I left these people need to be taught properly customers service by mangers nasty experience don't bother shopping there any more

Please please PLEASE do not shop H&M via their website. Customer service is absolutely horrible and rude, not to mention incompetent. Items would change in price and/or completely disappear from the order that had already been placed and customer service is less than willing to assist. Had to call on five different occasions due to errors that kept popping up with ONE order. Consumers should not have to babysit orders. Complete joke!

Really bad experience. Their credit card machine wasn't working, and they shamed my son into thinking it was his fault. When I phoned later to try to remedy the situation, customer service was rude and unhelpful. I waited on hold (long distance) for a very long time, and then was told there was nothing they could do...no discounts offered, coupons, vouchers. My son can't get back to the store and the store can't be bothered to recreate his order through their system so I could at least have a courier pick up the stuff he spent so much time gathering together to purchase. It is impossible for me to believe an international chain like this can't offer upset customers any concessions when they screw up. Bad business practice...it's a wonder they maintain their following.

I went into the H&M in Willow Grove Mall today hoping to get a romper I've been eyeing for a couple days. I find the romper, but not in my size. The whole store was a complete chaos so it was impossible to even begin to try to find more of these rompers. I decided to bring it up to the cashier to ask if they could check for the size. A small stubby young women was at the register, I asked her if she could check to see if they had the romper in a size 4. She looks at me with a clueless face and says no she can't. I asked her why not and she just shrugged her shoulders and says it isn't in the system. Okay, fine... that's that. I went on to tell her I had clothes to donate she points at the donation box and tells me to put it right in there. I do, but then she just turns around and continues the conversation she and another H&M employee were having earlier about how their old job would let them use cell phones at work, so I interrupt and ask for my voucher. The stubby cashier looks at me annoyed and says she doesn't have anymore and sends the other H&M employee downstairs to get it. When the other women comes up she walks right pass me continuing their conversation again doesn't even turn around to look at me and with her back turn towards me hands the vouchers over with a flick of her wrist with no words. I said thank you, but they both just ignored me.

I try to be optimistic and think maybe because it's Memorial Day and they've had a crazy hectic day, but I don't think there's any excuses to treat a customer poorly. If you can't treat people well don't get into a customer service line of work.

I tried to purchase a $20 item at the Miami Beach store of H&M. They said I needed ID if I wanted to purchase anything on credit. While I had 11 items that showed that I was whom I said I was, H&M Miami Beach wanted only a drivers license. Clearly the store staff are incompetent and didn't understand that the reason for ID is to verify that the card being used isn't stolen. Needless to say I went to the Raleigh, NC store and purchased the product without ID. Another example of H&M's inconsistent training of staff that really need to take a class or two before being put in front of the public. Thanks H&M, and I won't shop at any of your stores in Florida again...nor will my family since I pay the bills!

I have been a returning customer to H&M online for about a year. I have never placed an order that had no issues!
The latest and last issue was that I ordered my items on the 12th April and on the 25th April I still havent received it, nor was I informed that the package was held up because an item I ordered was not in stock anymore. I send an email asking my case to be escalated and received an email from a staff member called Jamesy, who informed me that I should read the T&C to know what to expect. He proceeded to break down each and every point from my email as a 'with regards to to your first issue', 'with regards to your second issue' and point out how stupid I was. He added links to their site, quoted from their terms and conditions in a rude and patronising manner.
He told me that he will not escalate my matter higher as they 'have operated within their policies'
I have never wrote a complaint letter, it takes me a while to annoy me but this guy is asking to be fired.
Im taking the matter further!

I have bought a pair of linen pants from H&M in Florence during my vacation. However, when i was back to own country, this pants was thorn from thigh to knee just after one wearing! It's definately unacceptable with such a poor quality merchandise selling in store. I couldnt get it back to exchange as there is no H&M store in my country. It's really money wasted!

I purchased a good from H&M online on march 8th 2013. The good was meant as a mothers day gift. The good was not however, delivered until 2nd of april 2013. As if this was not enough to be unhappy about, the wrong size was delivered. Once this came to my attention, I tried to return the item for exchange to my closest store being northumberland street H&M. When I arrived I made a cashier aware of my issue. Non appologetically, she informed me that there was only three of this good left in store which were not in the size I required. She then rang another store in newcastle (grey street) who also had no sizes of the good in store. Seeing as there was only a handful of the product left in stock, I asked the assistant when her next delivery would be, she sharply informed me that she could not order my item in after eventually handing me a merchindise card holding the valie of my purchased good. I have in fact lost out on delivery funds. Disapointed a relative from the fuss of what should have been a gift and do not really want to spend more of my time in and H&M store looking for a different product to purchase. I am extremley unimpressed with the services of both the store and the website and will not be shopping at this store any longer.

My boyfriend had gotten me a $200 gift card for H&M for my birthday, knowing it was my favourite store and that I usually spend $150 every two weeks there. Due to this experience, I can assure you I won't be returning. After spending 2 hours shopping, I was ready to check out. The girl rang all my merchandise through the till then I gave her my gift card. She rang it through and threw it in the garbage then told me the remaining balance to pay was $124. I was shocked and asked her how much was on the gift card. She said, "$5." I said, "That was a $200 gift card I received for my birthday." She insisted it only had $5 on it. I asked her to retrieve the card. She took two from the garbage which both said $5 on it. I told her they weren't the card I gave her. She kept telling me that she read the card and the one I handed to her said $5. She was being unbelievably rude and insisted I made a mistake and brought the wrong card. I said okay and finished the transaction with my visa. I was upset and called my boyfriend and he assured me he only received one card with $200 on it. I went back in and my friend spoke to the girl asking for the cards in the garbage so he could check the balance of each on his smartphone. I was too upset to speak to her since she had been so rude She complied, reluctantly. Most of the cards were $5 ones except for one which indeed had a balance of $200. My friend called me to the counter where the girl fixed her mistake without saying a word to me. I asked her if that card did have $200. She said sarcastically, "According to your friend, it does. So we'll just have to see." She processed the transaction normally and returned my gift card to me. I asked to see her manager and she refused. Her manager overheard and asked what was happening. She just told her my gift card was found at the bottom of the garbage can. I told her I didn't appreciate her rudeness and assured her that I would be contacting head office and filing a complaint. I ended up with $130 worth of merchandise but I'll let you all know, I was unhappy with the level of customer service I received and will be returning everything. I felt like I had been robbed $330. The girl didn't even apologize for her mistake. I walked away unhappy from H&M in Metrotown and I will be shopping at Forever 21 just across the hall instead of H&M.

I am disgusted and quite frankly annoyed that your store puts out coupons and then makes it impossible to use them just to get people into your store. I was in the Trumbull CT store on 8/22/12 buying school clothes for my soon to be freshman student, I received an email with a 15% off for students when I tried to use the coupon they said I needed a school ID. I tried to explain that school has not started for my student to get his ID! The manager would not budge, would not give me the Meesly 15% off! The way I see it is in this economy YOUR lucky I'm even in your store willing to buy anything at all. I was in another store the same day that actually honored a coupon that didn't even start until the following day. So by not letting me save $6.00 you lost $70.00, not to mention the employees are horrendous and customer service is terrible, it's because of this I will not be back and will be sure to spread the word. Sincerely  disgruntled shopper

Today I went into H&M Glasgow the one on the ground floor to Buchanan Galleries. Previously, I had already taken this Brand New H&M Top which still has a tag on it to exchange for something but I couldn't see anything I liked at the time. I wish I had now and just swapped it for anything literally.

I went back into the same H&M store today went to the cash desk and asked the girl politely with a smile if I could exchange my top for another item and I will pay the difference. She looked at me funny, took my receipt, shook her head then said in such an unfriendly and lecturing manner 'No way I am taking this, this was more than a month ago, you left it too late'

I was about to say I know I didn't even realise I left it in my wardrobe that long and didn't wear it thats why it still has a tag on it but before I could reach my 4th word she cut me loose and said 'Absolutely no way I can accept this' Her tone and manner was so dismissive it frightened me. I was thinking to myself ok thats fine I'm not allowed to exchange it, i will just pay by cash no need to be so aggressive.

I then asked her and before I opened my mouth she looked at me like dirt and so i asked 'Do u accept Buchanan Galleries gift vouchers' she was too busy folding the clothes i was purchasing before replying 'yes'

I am a regular h&m shopper in fact h&m is my all time favourite shop. I have never once in my life time made a single complaint about anyone no matter how bad the situation but this time i just felt so belittled and feel the need to vent because I feel that u have been treated unfairly and the worst thing is i didn't even provoke it.

This is a complaint. On the 17th june 2012 around 6pm, I went to the h&m store in citadel outlet in la. I had the worst experience ever. There was this very # big woman at the cashier, she treat me very rudely. On that day I bought 9 items in the mens section. She gave me a very small bag. After I paid and was about to leave the store, I felt that the plastic bag was too small, and that three items was for my friend. So I returned back to ask her for another bag. She replied very rudely in front all other people "no way, I cannot give it to you". I mean do you have any sign saying that only one bag will be given per purchase, if I bought each 9 items seperately will you give out plastic bag for each item, and h&m is such a big worldwide company cant afford to give an extra bag. She doesnt give an explanation, just rejected me in a very rude way. As an result I returned all 9 items for refund and left the store. This not only waste my time, ruined my evening, waste of their time and losing a customer. This is the last time I will be visiting h&m ever again. She seemed to be a manager to me, I mean how do h&m hire people, dont you have an standard for service quality, hiring such a rude and # person to deal with customers. This is first time I visited an h&m store in the us, very smart personnel you would rather upset a customer and not give an plastic bag. How stupid can she get.

I entered the store, H&M, on a Saturday afternoon at around 3:30 p.m with two of my friends. One of my friends was gathering items specifically for herself to try on, while my other friend and I were looking around and helping our friend find some clothes. About 5 minutes after walking in the store, I had noticed a short woman (whom I thought was a shopper at first) following us. She had about three items in her hands, and even though I didn't make anything of it at first, it wasn't normal of her to be in pursuit of our every step. I got really irritated and uncomfortable because it was now obvious to me that she was an undercover agent for the protection of theft.
I texted one of my friends to let her know that we were being watched and that it was making me very uncomfortable; she agreed and had noticed herself that we were being monitored. Towards 3:45 p.m we had all met up in one of the isles of the store and stopped to chat about the clothes my friend had chosen for herself.. Suddenly I see this "agent" stop and lean over one of the clothes racks whilst speaking with a person who works there. Right then and there I knew. The fact that she didn't even have a purse and that she was leaning and making herself comfortable and trying to look INTIMIDATING while talking to a "colleague" was a big give away.

At this point she was staring so much that I actually went up to her and asked her if she worked there? She replied to me in a snobby french attitude telling me that she was indeed an agent that worked there for anti-theft. I immediately told her (in french) that I can show her my bags because at this point she was staring so much it had made me feel like she had already accused me of stealing something. She told me that the fact I "went up" to an "agent" and told them I knew about her spying, only made her think of me more as if I am indeed planning to steal something. Extremely rude and inappropriately, she added that she's watching out for the "teenagers" who are trying to steal. I proceeded to tell her that I was 20 years old and that, again if she wanted to search my bags, she was more than welcomed to. She kept brushing me off. So after being patronized by this loser, I decided to head out because she was breathing down my neck at this point. I had stopped to tell my friend that I was leaving and STILL she followed me out of the store.
I feel disrespected and accused of stealing. I will be calling the actual store tomorrow and making my friend call as well because it's unfair to be treated like stupid people ON TOP OF IT being told by this "agent" that by going up to her it makes me seem even more like a suspect.
What a loser. This dinkledorf is going down. I'm gonna send so many people to complain.

I am very much disappointed at H&M in Rockland Centre, Montreal, Canada. I used to buy clothes mostly from H&M but I will never come back to buy anything from H&M, including my wife, child and so on.
I bought a pullover last time and not only security tag was not removed but also no receipt was given to me. I could understand that people make mistakes, but I bought the only item and there can be no excuses that they forgot to remove it.
Unfortunately, having no receipt, I could not prove that I bought it but fortunately I payed by credit card and its statement should have solved my issue.
I brought my statement back to them asking to remove it. But how stupid the store policy could be, to tell me that only receipt will give us right to remove the tag.
I think that the manager working there was very unprofessional and he did not want to help me unless I had a receipt. But it was their mistake not to give me any receipt. So I will enjoy buying from stores who have professional employees.