H & M Hennes & Mauritz
Reviews and Complaints

I bought a woven silky top from H&M 10 days ago. I did not get it out of the bag and was about to return it today. Apparently, the inside tag was cut out so they won't let me return it. I bought it full price! I called customer service and they said that it was up to the store manager because they cannot physically see the item; which does not make sense bcause customer service should have a different authority! I raised it up to the district manager but I doubt they will do anything! This is unaceptable. I realize that I should have paid attention when i bought it but i was in a rush and it is their responsibility to mark this as a damaged item.
What are my options?

I was at H&M on April 4, 2012, trying out a dress, at 6:15 pm, there was a white girl just started a shift in the fitting room... She was talking to me very rudely at the beginning to go bak to my room instead of leaving my stuff there alone; afterwards, I left the fitting room n forgot to bring back the number tag with me...however, she yelled at me " you have to go back your room and bring back the number". I was so confused! Wasn't that her job? Or she was supposed to ask me nicely to cooperate with her? I didn't feel comfortable with her words and attitude so I didn't feel I should do it! However, she yelled at me again, " u have to go back to your room and bring your number to show how many clothes you have tried!" It really made me feel I was suspected as a thief! Her attitude and behavior were really rude and uncceptable! I am seriously, highly disappointed at these kind of services! And i will patiently wait for your reply! Please contact me ASAP!

i am a massive online shopper i love to buy practically all my clothes online, but i will NOT be buying from H&M Online again! i had to pay £3.90 (which granted in their fee regardless of the pacrel) for a package that is going to arrive in a month. How can they justify me paying for delivery that would be slower than if i made the flipping clothes myself! a month is a unacceptable time to deliver clothing when half of my parcel will arrive within the week. If i order it together i want it all to come together? not in several little packages.

worst online experience ever!

my friend and I were both waiting in line to pay for our stuff. We both got helped from different cashiers and she was done before me. When I was done I asked her if she received a gift card from the cashier that was helping her, she said no. So she went ahead and asked the cashier (male) that was helping her and he said that she would need to spend more than $40. Instantly i told him that i didn't spend $40 and I got a gift card. He immediately knew that he was wrong and hesitantly gave one out. Obviously there was no such rules about spending $40 to get the lousy $5 gift card but he refused to give the card to her and made poor excuse about it. This is simply an act of discrimination. There's a underlining problem here about principles and it needs to be addressed immediately. In addition, there was still an hour left before closing and the music was already off and some h&m personnel in the fitting room was saying 'oh yes! we get to go home early'. This place has poor customer service and personnel here are lazy and they discriminate! I'm taking my business to zara and forever 21.

A recent episode in H&M - Mall of Arabia, Jeddah confirmed its utter lack of customer service following previous inconveniences experienced at the shop.

It was about ten minutes to eight in the evening on 10th September, we were two persons with two items each in queue at the cashier counter, ready to make our payments when the cashier who is of Arab ethnicity, a certain Mohammed, just coldly said “After salaa”. Without even a slightest hint of apology for his utter lack of empathy to his customers who happened to be H&M patron in all its various international shops.

It’s not like there was a long line of shoppers with carts overflowing with items.

A four item transaction can easily be done in under five minutes!

And not everyone can come back after prayer time, like in our case we had to go somewhere else after making a stop at H&M.

To our surprise, coming out of the H&M shop, we were shocked to see its neighboring shops still open, with customers lined up at the cashier counters.

Clearly this staff named Mohammed is just raring to take his break!

All these international brands coming in to KSA should be cautious and ensure their brand image are not compromised by absolute lack of customer service.

We contracted H & M White to renew the felt on our flat roof extension. They gave us a 15 year guarantee on the work. On 18th December 2009 water poured through the light fittings and the internal ceiling had to be pulled down as we thought it was burst water pipes. I contacted H & M White who went to look at our complaint and said they would come back in a couple of days to look again as their was a fair bit of snow on the roof. They never returned. We called them without reply. We left messages without reply. We sent a recorded delivery letter of our complaint which went unsigned for so we posted the letter through the normal post. All went without reply. We are now having an independent survey done on the roof and are at our wits end as we cannot afford to have the roof redone without obtaining a sizeable loan.

I went to H&M at Westfield shopping centre at White city on Saturday 9 october 2011. There was a very long queue to pay. I was in the queue try to pay for about 10 mins. Finally, it was my turn to pay but there were 2 women and a boy came through from the side of the cashier straight through the front of the the queue. I still went straight to that same staff to pay because I thought that female staff would tell them to go back to queue. Those 2 women who cut through the whole queue said to me "excuse me" I said "you aren't in the queue." One of them said "we are but we are from the side of the queue." Obviously, there was only one queue and there weren't in the line. I thought it could be the case that those two women wanted to exchange something before they were paying, so they didn't need to queue again or something but that white female staff didn't explain to me, instead she shouted at me... "yes they are in the queue and you have to go to pay somewhere else!" Everyone else who stood in the queue were so shocked and few of them left the queue. I've never ever faced unacceptable rude manner at this level from any staffs in h&m or any other shops before. I've been a very huge fan of h&m for years. I spent a lot of money in h&m every month. I bought a lot of products from here from clothes, shoes to home ware from both in stores and online but not anymore. I hope this comment would be seen by the manager or the management of the company.

I recently went into a H&M store in Wandsworth that had just been re-opened. I went in there to return a item which i had ordered the wrong size off the website, Orignially i went into the childrens shop one a few days before and the women where really helpful and simply told me they could not take it as i was missing the top half of the letter. I then returned to the newly opened adults one on the following sunday, I was cueing up and the lady behind the till kept giving me dirty looks i could have easily ignored this however once the two women sore me carrying the parcel they phoned someone i do not know who and as i progressed to the till the lady who was on the phone came up to me in an aggressive tone and said you cannot return it here when i tried to explain that i the previous shop had been willing to take it she got even more agressive and said well we cant do it because the thing you ordered has to be in the shop. I tried to tell her this was not true as i had phoned H&M head office to ask about the situation and she simply said its not true we cant do it, gave me a dirty look and walked away. I am so unhappy and H&M have definently lost themselves a customer to even think they would employe someone with an un-civilised attitude is quite shocking to me. H&M NEED TO PULL THEIR FINGERS OUT AND SORT IT BEFORE ANYONE ELSE IS TREATED IN SUCH AN DISGUSTING WAY!

A recent episode in H&M - Mall of Arabia, Jeddah confirmed its utter lack of customer service following previous inconveniences experienced at the shop.

It was about ten minutes to eight in the evening on 10th September, we were two persons with two items each in queue at the cashier counter, ready to make our payments when the cashier who is of Arab ethnicity, a certain Mohammed, just coldly said “After salaa”. Without even a slightest hint of apology for his utter lack of empathy to his customers who happened to be H&M patron in all its various international shops.

It’s not like there was a long line of shoppers with carts overflowing with items.

A four item transaction can easily be done in under five minutes!

And not everyone can come back after prayer time, like in our case we had to go somewhere else after making a stop at H&M.

To our surprise, coming out of the H&M shop, we were shocked to see its neighboring shops still open, with customers lined up at the cashier counters.

Clearly this staff named Mohammed is just raring to take his break!

All these international brands coming in to KSA should be cautious and ensure their brand image are not compromised by absolute lack of customer service.

I made an order online on July 25th for approximately £95, I then received a confirmation email stating when approximately my items were going to be delivered (3 items to be delivered 1-5 August, 3 items to be delivered 8-12 August & 1 remaining item to be delivered 22-26 August).
After receiving this confirmation email, I was happy with the details I had been given & the dates I had also be given.
By 22nd August I still had received NONE of my packages & rang the customer service team to discuss what had happened, I advised that I had waited long enough & that I no longer wanted the order, the lady on the phone advised that it had been dispatched & that I couldn't cancel my order... So I waited...
Come the 6th of September I still had received none of my items & when checking my online banking I noticed that I had been charged for these items!
I called the customer service department again & was very upset & asked why I had been charged for something I hadn't received & also explained the constant nightmare that has been dealing with H&M online! The agent I spoke to asked if I needed to have the ordering process explained to me - I didn't want anything explained I just wanted my order cancelled & refunded & wanted to issue a complaint.
When asked what it was that I wanted to complain about - I lost it & asked to speak to a manager, who then did everything I had asked for in the first place. My order was cancelled & I will never deal with H&M again & have technically wasted 30minutes of my day!

Just came back from H&M Camden Town UK trying to return an unsuitable item from online order. But the store manager refused to take the item even though the customer service on the phone said I am entitled to. After an hour in the store and many phone calls (at my own expense!) between myself, the CS and the store manager, the CS just concluded that it is up to the store manager and the CS has to back the manager's decision.

The CS asked me to go to another H&M store to try my luck in returning the item! What kind of customer service is this? Try your luck in returning item that you are entitled to return?

Dear whom it may concern,

Last night I received the most appalling service from an employee who works at the Braehead Shopping Centre branch of H&M. I have never felt the need to complain about anyone before - but I could not believe the way in which I was treated in this store by an employee named David.

I had purchased a dress for my 14 year old sister last weekend. Last night on the 20/06/2011 I received a phone call from her saying that she had tried to return it but was unable to due to the purchase being made by my card. I agreed to come and meet her at the shopping centre to return the item. Once I arrived she explained to me that she had tried to return it and lied and said I was in London. Being a 14 year old I knew she didn’t know any better - although I did give her in to trouble.

Upon returning to the store with her to return the dress I was greeted by a woman, who David swiftly stood behind. I asked if I could return the dress - as to which David replied sarcastically "That was a quick trip back from London". I didn't reply and simply smiled. After putting the transaction through by chip and pin - he then asked to see my bank card - which I handed over. I was then further asked for my driving licence for proof of ID. Now as far as I am aware - your receipt and card is enough to show that you have purchased the items. After refusing to give my driving licence I was told that I would not be getting a refund - and that "There must be a problem if I was not willing to". Eventually I reluctantly gave over my driving licence. I explained that my sister is a 14 year old girl, who told a white lie to have her dress returned, and that I did not appreciate being treated like a criminal. David replied with "In future return the stuff yourself". At this point I lost my patience.

After the way I was treated I refused to fill out the address slip - which I normally would have. David then told me he was going to phone my bank, cancel the transaction and get my personal details. I am not stupid - and know that the bank would not allow this.

My sister made a stupid comment to David - which I would usually give her in to trouble for. After the way I was treated I did not - and actually laughed.
This BOY should not be working with the general public and I would advise him to seek employment within a factory environment. His behaviour was absolutely unnecessary. I shop in H&M on a regular basis - but would now think twice. If this is how he treats every customer he comes in to contact with - there won’t be many left!

As mentioned previously – I have never complained about anyone. David should be ashamed of himself – and the only word I can use to describe his behaviour is ###. You DO NOT have to show proof of ID to simply return a purchase. What person do you know takes a passport with them to return an item of clothing? It seems to me David assumed that I was not the person who purchased the dress – and did everything in his power to try and stop the return from being completed.

Placed a large order online the same day as my sister, H&M then managed to merge mine and my sisters accounts together so it cannot be seen on their system, take almost £80 out of my bank account when one should have been from another credit card when the order total came to £37 and then to be told that they have somehow paid me to take the clothes and have a number of customer service people be extremely rude and unhelpful. Been fobbed off with people will call and they never do. USELESS

i brought a top for my 8 month old son from the cambridge store in the grafton centre yesturday, i dressed him in it today and so many hours later after him crying i realised as i picked him up i was stabbed in my hand slightly .. and from the right side of his top in the seam i found a large security pin sticking out..baby clothes do not have security tags and i would like a explination to how this has happened as my son could have seriously been hurt .. im very angry with the situation and would like to know what can be done about this!

I will officially stop shopping at h&m period. And why? Yesturday [protected]) I was doing some christmas shopping and some worker (Male and black) was following me and my cousin around like we where going to be stealing. I didnt even notice untill my cousin told me he was following us. Horrible feeling. After that I was getting really aggravated and mad and told my cousin lets just buy whatever we have and leave, once we did they came up to us *outside* and told us that they need to check our bags because suppostly the alarm went off and they probably forgot to remove a tag (Bulls*t) no alarm everrrrrrr went off and h&m do not have any type of tag to remove, and after that it was ovious we didnt steal anything (We have more money that he would ever see in his life) and told us sorry for the inconvenience, sure whatever. I will defenetly be returning these clothes because that was really really stupid and very #*g unprofessional, where do they get these so call workers from? Send them back from where you got them from before they run short!

H&m is officially a piece of [censored] store and will never everrrrrrrr shop there and will defenetly be telling family and friends not to do there christmas shopping there again..

By the was costumer service phone number sucksssssss they never answer me!

This h&m store is located over at 466 oakbrook center oak brook il 60523 (Do not shop there or you will be follow around for no reason like a criminal! H&m sucks more than a males private parts!

my daughter visited new york in july 2010 & bought a canvas handbag with indigo colour trim.It cost about 60$ australian. The colour ran when water got onto it & it looked a mess, we washed it & it got worse. I wrote a letter with photos of bag © of receipt.They refused to refund & replace blaming it on "the chemicals" i used to try & remove the horrible blue stain.I thought it looked cheap &tacky anyway & way overpriced, looked like a Target store bag.My daughter bought a new canvas bag from Urban Outfitters, cheaper &, pleased with it.She is telling her friends not to buy at H&M when they visit the States.I pray they go broke, they deserve to.

{June 24, 2010}
Queens Center Mall's H&M is ridiculous and very inappropriate with customer service. Very horrible horrible horrible customer service! While waiting in a very long line with only one cashier at the register, one black female spoke to the cashier who was also a black male. After they finished a short chat, she immediately picked up all her stuff (A LOT OF CLOTHES!) and skipped towards the front of the line. Who is she that out of nowhere she cuts in front of everyone else?! Not to sound racist, but why? Just because both of them are of the same color?
I was second to next on the line, and the black female let the two asian girls go ahead of her even asking "if it's alright with them". They said no, and purchased their items. Then she didn't even bother asking me, if it was alright with me. The black female had a handicapped girl with her as well. But there are no exceptions what so ever that they are allowed to cut the line. She said because they had somewhere to go. So does everyone else in the long line! I immediately walked up and said, "No, I'm next" And the black female said "Whatever". I said "excuse me?" She replied saying "You heard what I said." So I started complaining to the cashier, and the cashier said "I called them up" He had no right to do that. I asked if he was the manager and he said no. So then I told him "I worked as a cashier as well, and I don't make the choices like that out of no where." He then told me, that's my decision. He does not have the right to make that choice. First of all, he is the only cashier on a very busy hour, especially that it's the summer season, the managers should not have allowed him to be up there by himself in the first place.
A plumpy white or Hispanic looking lady was next to him on the phone, and I asked if she was the manager, she then said yes and asked if i needed help. If course I told her the situation. But she didn't really reply to anything I said. Another guy Hispanic of look, came to ring up my items. Then the black female that cut the line started saying stupid things to me, so of course I replied back to defend myself. We started getting loud, and I was appalled how I did not say anything at first, and the plumpy manager told me that I would be escorted out of the store. While the black lady kept saying things to me. How rude is that? VERY! I told her "forget it, I can walk myself out of the store, and I will never shop here again!"
The store made me feel like there was no customer service at all. Not even an apology from any of the workers for any mix ups. Nothing! Like I said in the beginning, HORRIBLE HORRIBLE SERVICE!