H&M Reviews 

Went into store and have never treated so bad by a company in mu life. Of Could give 0 stars I would. I have a hearing disability to both ears. And because I use my hands to communicate I was screamed at. I would endorse this company or recommend this company. They do not like to give refunds so buyer beware. Customer extremely poor and poor company to deal with staff not trained in people skills.

Absolutely atrocious service. Made a large purchase which I needed urgently for a funeral.

Paid £5.99 for next day, the shambles they are, the order hasn't even left the warehouse yet!

They need to review their courier choices, should use DPD least they are reliable. Never again

Delivery service is awful. Paid for express delivery and it was left in a shop over 8 km from my house for me to pick up completely defeats the Express Delivery!
2nd bad experience with a delivery from H&M won’t be ordering again

They completely gutted their rewards program. I was a consistent plus member for years and stopped buying. Not only to they now impose a $50 minimum for free shipping, they do it post discount so now you have to spend an extra $10-$15 to reach that thresh hold. the work around for store pick up is a joke, it is never available. I used to buy all my items there, but no more

I am giving H&M online ordering process and customer service 1 star only because I can not give zero stars. I placed an order on 30/07/2026 and a month later I have still not received delivery. The post advised to contact H&M. The customer service oops we will reimburse you and you can replace the order totally overlooking any customer centricity. Had I not followed up I would not have received my refund. As a loyal H&M customer I am applied by the lack of communication, support and assistance from the customer service at H&M
Sorry not worth the headache of bad service

….I ordered 4 items two sizes of both items. I received the package with only three items in it. I needed to check so I could decide what’s best for my beautiful Aunts funeral. I’m calling customer services and to be honest, I’ve never dealt with such bad service from a retailer before. The item that’s missing is worth £14! I’ve been made to feel like a thief, apparently I should have taken a video when I was opening the package as evidence. I have to say this is the first time I’ve written about H&M but every time I shop online I always have a problem. This is so bad, I’m in tears and I’ve never been treated so badly. I asked for their complaints procedure and I’ve not been provided this just told it’s H&M’s process. She didn’t know the process and what happens of if I am not happy with the outcome of their investigation. I was put on hold to speak to another manager who then was not available and will call back, I won’t hold my breath. Lastly I opted in for the survey at the end which relay on them hanging up the call, guess what, they did not so I can’t take the survey. This is appalling, I feel so sad and disrespected as a customer and given the time it is for my family absolutely disappointed.

Would give 0 if I could. Absolute shambles of a company that is now hiding behind an Indian call centre. This company and evri is a prime example of what's gone wrong in the world.

H&M order #90525420310
Absolutely disgraceful. I returned my order, and the package was successfully delivered back to H&M. I provided all the evidence and proof of delivery, yet H&M still refuses to return my money.
Because of H&M’s failure to process my refund, I was forced to pay Klarna for items that I had already returned and that H&M had already received. This has had a devastating impact on my family and left us struggling to afford basic necessities, including food.
What makes this even worse is the attitude of their customer service team. Extremely rude, disrespectful, dismissive and completely unwilling to take responsibility. I gave them everything they needed to resolve this issue, but they simply kept wasting my time while holding onto my money.
How can a company treat customers this way? You take someone’s money, receive their returned goods, receive proof that the return was delivered, and then simply refuse to issue the refund. Absolutely unacceptable.
I have completely lost trust in H&M. I will never shop with them again, and I strongly advise others to think twice before giving this company their money.
H&M — you have failed your customer completely. Refund my money.

I am a long time customer of H&M
Because of my recent purchase I don’t want to buy anything more.
I bought a nice black bag for my office use and I noticed it’s giving a black patches to my clothes near shoulder side, so went to the store to exchange the bag, they told me we don’t exchange or return the bag.
So I basically wasted my money and o can’t use this bag anymore.

Went to buy a shirt and on the rack and the price said 14.99 but it was not that price it was 20 dollars more it was missleading and the people that helped me were rude and condcending even tho i was nice and polite to them not good would not recomend

No customer service asked for help 3 staff members chatting at the till. Told to use self service and do myself. Not sure why they employed no help at all! Rude experience all round
Oxford branch
Wont be back lost a customer

I bought several items via online and 2 had dirty marks. I sent them back the next day indicating this on the returns label.
They were returned back to me saying that they weren't suitable to resell!!! That's why I returned them!!!! They were dirty 🙃
After a difficult call with H&M customer service I was begrudgingly given a returns code.
Won't be ordering again.

Not even worth 1 star - customer services is the worst I have ever experienced in my life. Very unhelpful and passing the buck between the store and customer services.
They need to improve this considerably and I cannot believe a company this size is run like this.
Will never buy from them again.

I am SO DISAPPOINTED with H&M.

I ordered a linen black blouse.
Received a horrible blue shirt WITH BLOOD ON IT AND STANK OF PERFUME.
As soon as I opened it, I took pictures and went on the chat function to complain.
They said yo return it, which I did.
I receive an email to say that they have received the blue shirt at the warehouse, but WILL NOT provide a refund as they cannot resell!!

I AM FUMING!!!!! 🤬 🤬 🤬 🤬

I told them to look at the delivery time and the minutes to contact customer services, but they won't accept it!!!

THEY SAID THEY WOULD SEND IT BACK TO ME!!! BL**DY CHEEK.....KEEP IT AND DISPOSE OF IT YOUR END!!

I had to then reorder the black linen blouse at my expense as I had received a disgusting BLUE SHIRT THAT WAS A HEALTH HAZARD WITH BLOOD ON IT!!!

I WILL NEVER BUY FROM H&M AGAIN! BUYERS BEWARE!!!!

Going through the paperwork and documents of a relative who had passed away (as the estate executor) I came across an unused H & M gift card. I enquired in-store about it, and was told it had expired although it hadn't actually ever been used. I was advised to contact customer service who can sometimes exercise discretion in circumstances such as this. I duly did this, and basically encountered someone barely able to do anything besides read the scripted responses right in front of them, who proceeded to take 15 minutes to just tell me back the situation regarding the gift card (all of which I was already fully aware), and that they were unable or unwilling to do anything except check the balance (which was confirmed on the call as full and unused) or exercise any discretion whatsoever, despite my mother having the poor manners to pass away without first using her H & M card. I know, some mothers can be so inconsiderate, right? The operative then attempted to fob me off by suggesting I contact Buyatab, who are the manufacturers of the physical gift card, and not connected to H & M at all!

It's not even about the money, it's about a total lack of empathy or professionalism when handling what is clearly a sensitive matter.

A company I will never deal with again based purely off of this awful experience. I urge you to think twice as well before giving them your business, since they clearly have no compassion or regard for customers (living or dead) at all.

I'd give 0 stars if possible! I ordered an item online in 2 different sizes, collected in store and tried them on in the store changing room. The size 16 was too small so I tried the size 18, only to find it was notably smaller than the size 16! I took the parcel to the till to return and in the process of returning I told the sales assistant that the 18 was smaller than the 16, she then said this was a faulty item and I couldn't return in store, even though I was standing right there and she had my parcel in her hands, and that I needed to do an online return via the app. I do not have the app. I did not have the time, ability or inclination to download the app while in store. It is a ridiculous policy, extremely bad customer service and highly inconvenient when I was already standing in the store to make me leave the store to do a return when it was the product that was faulty!! I was told to return online via an Inpost locker - something I have never done and that I would need to apply online to get a refund of the return fee. This in itself was a nonsensical merry go round on the website before I managed to actually connect with a human being who finally agreed to make sure that I am not charged a return fee. The company rely too much on every customer being digitally literate and they are excluding older customers. I have been shopping with H&M for years, but I will never shop with them again, especially online as I feel they are guilty of ageism and very poor treatment of older customers. In store staff should have allowed me to return the products to them as I was already IN THE STORE. It was also nearly impossible to get the customer services rep to escalate the issues raised to the management team responsible for EDI, for them to review their digital inclusion policy if they have one. There are plenty of customers who are not as digitally literate as I am and who require an alternative to "just do it through the app"!! This is alienating a large number of consumers and is increasingly recognised as ageism in retail policy.

Absolutely shocking delivery. I ordered a dress Tuesday morning at 9:19am. The delivery I chose said 2/3 days and at checkout said it was estimated by Friday which I needed the dress for Sunday so I thought perfect and ordered. They didn't dispatch it until 23:04pm Wednesday evening over 37 hours after I placed my order. I have received an email it's being delivered by Evri and it's now estimated for Monday the 24th. I will no longer need the item by then. Absolutely terrible delivery and certainly wont be ordering from here again. I might aswell have travelled from Ashford to Canterbury to get the dress in store if I knew their delivery would take so long. So much for 2/3 day delivery!!!! What a joke.

Just bought a smart dress in your CBD store and I got say, the quality surprised me, really good for what I paid. Only thing that could’ve been better was the in store customer service, but no biggies.

Overall, really happy with the product.

We went to H&M for back-to-school shopping, and unfortunately, our experience was very disappointing. My daughter purchased two shirts that didn’t fit, and while I was able to return one and received the return receipt, the employee forgot to give me the original receipt. The second shirt still had all of its original tags, and my daughter wanted to exchange it for something slightly more expensive, but they refused. I showed the manager my bank statement, return receipt, and even the dates and times we were in the store, but they still wouldn’t help. The employee was rude, and the manager was not helpful at all. I understand stores have policies, but this could have been handled with much better customer service. I hope this location makes some changes because this experience was unacceptable. I’ve also heard others say the clothing feels outdated, and after shopping there myself, I have to agree. Cordova Mall, FL

Good value for money spent and easy to access.