H&M Reviews 16,053

Decent basics for cheap. Quality isn’t great

I have been shopping here for years and unfortunately the quality is now cheap, no quality control.

What on earth has happened to H&M customer service and their new return policy of applying a return fee of £2.99 per order, even if using one return label in one box? I am absolutely astonished to have been charged £6 to return a duplicate order. They clearly don't value long term, customer loyalty and are risking losing my custom for the sake of not refunding me just £2.99 (one of the 2 return fees). Think I'd prefer to take my custom elsewhere...

Very disgusting discriminating people and staff clothing bland boring and outdated with fake information going around of band like merch being said and put as being shown at the store the sizes are atrocious and absolutly stupid

Unfortunately, H&M choose Evri to deliver their orders.

Couple of weeks ago one order left outside whilst raining and I was in. No permission gave to leave the parcel.

Today after 2 failed delivery dates, no reason given but the H&M app implying I wasn't in when the Evri driver never bothered the order arrived with the box in a terrible state.

Evri customer service useless. H&M customer service useless and one lady just went silent on the phone.

Do these companies understand what it means by the words customer and service!!

So if you have failed your customer who has waited in on 2 separate days with no delivery then being told not to deliver today as I was going away but that was ignored ( luckily they caught us as we were leaving) then hand over a parcel damaged and with a hole on it remember this is well below an acceptable standard.

Everything was there but that was luck more than care !!!

Fortunately the products are good so I am happy with the product but OMG H&M get rid of Evri !! They are useless and remember when a customer both rings and uses chat with an issue please deal with it and don't feed us with excuses and options which you then say you can't do ( i.e suggest a locker then say the parcel is too big). On the call the person went silent and left me hanging on purpose.

Finally, to note the time I spent communicating with H&M was 47 minutes!!! Told they would make sure Evri knew I was away...yet again failure !!!

If H&M actually acknowledge this my order is 84838561140. You have my email address as well so you can reached out there.....not holding my breathe!!

Worker made me and my girlfriend feeling very uncomfortable staring at us around the shop, also was rude when we left the shop and when we said thank you she looked at us with disgust. Very disappointed with this service, will not be returning.

A frustrating trip to H and M Cribbs Causeway. No one using the self service tills. Everyone queuing for the 2 staff serving. When will these greedy big companies get it? People want to deal with people.

Over the last 10 years, I have occasionally bought clothes from H&M. It's affordable, and I usually find what I need. The only thing I am not completely happy about is the quality of the clothes.. The clothes looks good when you wear it in the beginning, but it quickly changes form or break around the stitches. But I guess you get what you spend :-)

My husband gifted me a pair of trousers for my birthday, they were too long for me. I took the actual receipt and gift receipt with me into store. I was told that as I didn’t have the card they were purchased on I would only be entitled to an exchange (which I understood).

As I did not want to exchange for the same style of bottoms in a different size, due to the length being the issue, I had to choose something else for the exact same cost or a higher value.

I was there with my 2 year old and 4 year old so did not have the opportunity to browse. There was also nothing I could really see that I wanted for £37.99. I asked if the value could be put onto a gift voucher and was told that was against policy. I was therefore forced into just picking up the first things I saw and inevitably spending more money due to it being very difficult to find items to add up to the exact £37.99 when you are not requiring a direct exchange for a different size.

I understand this may be the policy but it doesn’t make sense to me. Beware if you are buying gifts from here as it’s very complicated if you need to return something and you are likely to end up spending more money while you are there.

I would also like to add that I called customer services about this just to check the policy was correct. They were extremely dismissive, did not want to listen and made me feel small. The whole experience was just stressful and really quite petty.

Certainly won’t be buying anyone a gift from H&M - save them the hassle!

Pathetic refund services. No proper size guide. I haven't received my refund after return a couple of times. This is my last time ordering from H&M. No proper customer service. Robotic chatbox appears everytime we search for customer support. You will not get your money back. 👎

Lately I have noticed the quality of the items have gone downhill. I brought 2 tops and the stitching was loose on both of them, before that I brought a dress online it said it could be washed at 40 degrees C, but then came out faded. I have washed my other handm.clothing at 40 and had no problems before. I also picked up a rug from the homeware section which I found was scuffed on the corner from people walking on it in the shop.

Decent styles for the price, but the quality is very hit-or-miss lately. Some items shrink after the first wash even on a cold cycle. It’s okay for fast fashion, but nothing more

Ordered £120 worth clothes online including £3.99 for delivery on 28th January. 3 working days later, 2nd February I received an email from delivery company EVRI that they tried to deliver my parcel. I was given 2 options and I chose to nominate my neighbour to receive it.
3rd of February and other email - saying EVRI was unable to deliver and a warning that 1 more attempt and my parcel will be returned to H&M.
Next day, the 4th of February my neighbour called me in my work saying he receive A PARCEL but not from H&M but an other order if mine (Temu) which was delivered by Royal Mail Parcel Force.
And an hour later the email came from EVRI: "we tried to deliver your item and now we are returning it to sender"
The most shocking: H&Customer Service whom I called on the 5th of February. No consideration, no sympathy to their customer and most importantly no options given for me to choose what I want to do. I was told the ONLY OPTION IS A REFUND.
NO OPTION FOR STORE PICK UP. NO OPTION FOR RESENDING etc
Shockingly bad service. Stay away from this company.

I really like their home selection but it's all got so expensive recently. Purchased some dinner plates for Christmas which weren't cheap and have scratched after only a few uses. Clothes sizing is very hit and miss and also got expensive. The delivery/processing time is always incredibly slow, which is especially frustrating when you pay £3.99 for delivery. Placed an order with another big company the day after I placed an H&M one and that order is here already, H&M one hasn't even been shipped yet. Disappointing. Not what it used to be.

The shops are like a warzone when there are discounts, everyone is running to take a t shirt with 10€ and the employers rush to get everything in perfect condition

Their customer service is terrible. They supplied one item short and refused to give me a refund for it. They have not shared any proof that all items were packed and despatched nor that the courier company has delivered all the items and yet they continue to say that all items were packed and shipped.
Beware they are not an honest company.

I have never experienced such poor customer service! Having dealt with over ten different representatives to raise and resolve a complaint, I have reached the conclusion that this is a team of poorly trained, inept people. In store the customer service is great, however, the online chat, telephone and online customer service is atrocious. I have been left feeling completely frustrated. Offshore outsourcing will ruin H&M’s reputation and business in the long run!

awful company, avoid at all costs

ordered 3 shirts, they sent to my billing address rather than my shipping address. i noticed as soon as order was made tried to cancel but it wouldnt let me. spoke to customer service who said i couldnt do anything as the 15 min window had passed baring in mind this was only 11 mins since making the order. now not letting me cancel because they decided to do it quickly and cant contact the warehouse to change or cancel order! awful company avoid at all costs

A friend bought my sons some H&M clothing for Christmas but chose the wrong sizes. I went to the shop mid January to see if I could exchange them. Firstly they said it was really too late as the month to return was up as they were purchased on 27 November. I haven’t come across another shop that doesn’t allow you until the end of January to return Christmas presents bought from the end of October onwards?!
Then they said because they had been bought online, I couldn’t exchange the goods in the shop, even though I had a copy of the receipt email (from my friend). They suggested I call customer services which I did but they said they could refund the money to my friend’s card but not exchange the clothes even though they were still selling the same items in the shop - NOT in the sale. It’s so frustrating, I have two tops that are no good for my kids. What kind of customer service is that?! I will never buy from them again on principle. Very disappointing.