One star… and it is very generous (quite frankly should be zero zilch nada!)! When things go ok it’s ok, but… When something goes wrong with your delivery the H&M customer service is useless. Please do not count on any understanding or support to save yourself time and disappointment. What you can expect is customer service changing ‘Company policies’ to suit phone call to phone call; not complying with own policies, but hiding behind them when it comes to resolving failure on their behalf. In line with latest policies (18.01.2023) - H&M will not move their …. To support you with delivery issue unless 14days had passed since last tracking update…  which means it might take up 65 days before they will assist in any way (this estimate is based on my latest delivery which had 5 tracking updates starting with “pick up scheduled” x13 days - a day under what’s considered worthy of any customer service involvement. My problematic delivery additionally took 10days to dispatch due to alleged ‘labelling issue’. Pretty sure 10 days dispatch is not in line with policies, but that does not seem to matter the policies are very much o one sided shield. All this followed up with an open attempt to influence my feedback at the end of conversation knowing how poorly performed?! Real shame.

One star… and it is very generous…

Hypocrisy & Manipulation this is what they are. Avoid them at all cost!

Hypocrisy & Manipulation

I contacted HM customer service on 5 Sep 2022 about not receiving my order. They agreed next day delivery timeline (which I paid for) wasn't met, refunded me the shipping cost and advised the parcel would be delivered within next 24 hours. When 24 hours elapsed, I contacted HM CS again (on 6 Sep 2022). They did not provide any solution, refused to reship a replacement order or cancel it and refund me. I also requested a transcript from Live Chat communication with them, which was not provided to me. Tracking link from the website doesn't work either.

I needed the items for a specific date, and didn't get them at all

Really poor customer service from Rey. I explained I'd been refunded incorrectly and told them which items I'd kept. I was then asked which items I'd received a refund for. If H&M actually shared that with their customers, I might have been able to help but they don't. Surely H&M should have that information in front of them?  Rey ended the chat despite me asking another question and I wasn't given the opportunity to leave feedback, coincidence? Thank goodness most of the in-store staff are helpful or I'd never shop here again.

Extremely poor service

H & M Romford failed tremendously.  I went in to purchase items for my daughter who is 1 and as I got there I realised I won’t not be able to comfortably shop as I am in my third trimester and needed to urinate. So did my son who is 3. I asked a member of staff who declined. I expressed that I had previously used their staff toilet on the 3rd floor when I was pregnant with my daughter. A manager named Anna came out and she too refused. At this point I asked why and no reason was given.  I contacted the customer service department and an agent by the name of Robert stated that I should be allowed to use the toilet as I am pregnant. 20 mins later I was still waiting and at this point stated to feel faint. I asked for a chair and expressed that I would not be able to make it to the toilet they were suggesting.  Robert then stated half an hour after being on the phone, they had contacted a manager and I would be allowed to use the staff toilet.  During my time waiting a security guard basically came over and stated the reason was because they have a safety deposit box with cash therefore for this reason I was not allowed - basically suggesting I’m a theft. How do you profile a pregnant woman asking to use the toilet with two children under the age of 3 as a theft?  As I stated to feel more and more discomfort due to the baby moving and a full bladder I told Afia another manager I was scared I would not be able to make it to the public toilet. As she suggested she would escort me, I started making my way. Lo and behold, I started passing urine in public which was soo embarrassing and made me cry as it has never happened before Abs every staff member involved had been so heartless.  This is by far the most unethical and dehumanising treatment I have ever received from any organisation. My kids had to witness me cry inconsolably for a situation that could have been avoided.  I think pregnant women should boycott HM! Why should we spend our money there when we are subjected to such dehumanising service?

H & M Romford failed tremendously.

Delivery used to be so fast, items always in stock, customers service spot on. What Happened?? everything has gone down dramatically, such a shame.

Service used to be so good

Good for nothing!!! Didn’t help me with anything, waste of time calling Customers Service! I had received a Gift Card as a present for my birthday in September 2022 from my 13 years old niece. When I tried to use it in October 2022 ( brand new gift card) in one of the shops H &M and the lady from the cash register told me that the gift card is expired when it was never used. The gift card PIN CODE was scratched by the cashier in the shop .This H & M gift cards are created for scamming people and of course customer service have done nothing to help.

Good for nothing!!

Contacting customer service was unnecessarily difficult. Twice I was cut off mid call, on another occasion the operator advised the call was cutting out and she couldn't hear me despite there being no issues with reception, I ended hanging up. On the fourth attempt, the operator again said she couldn't hear me, thinking she couldn't hear me I lost my cool and shouted and funnily enough she could then hear me without any issues for the rest of the call. She did resolve my problem but I did elect to leave feedback but I wasn't put through at the end of the call. Rubbish

Contacting customer service was…

I placed an order on 15th October with a 3-5 working day delivery. When I track the order it says it's still in the warehouse, it's been 10 days and worst of all, it's a gift. What is going on?? this is terrible service

I placed an order on 15th October with…

The most racist company I've ever dealt with, working for them is slavery. Someone at a higher level should take a good look at this company.

Avoid at all cost !!!

The temperature in the shop is impossible to handle, staff is rude and busy sweating on their phones , never ever again forth kinnaird Edinburgh

The temperature in the shop is…

I loved their clothes but after having too many bad experiences with customer service - in store only being refunded on one item when there were 2, and online - not refunded for a parcel that is STILL showing as in delivery!! (for 2 weeks) being promised refund and STILL no refund. BIG waste of my time and money. So I'm finished with H&M

Too dodgy with refunds you have to chase them up and risk losing out

Horrible customer service who just drop off the phone and also scams regarding so-called birthday rewards! As I received my email on 28 of July, I have tried to redeem this voucher, it didn’t work. I called customer service once again and they informed me that it only valid for 14 days. However, in the email I got there was not any mention about the 14 days…also ordered some items, waited for 10 days, got the email that it was returned and refund has been initiated…

Horrible customer service who just drop…

Fantastic always shop here and online site has good quality clothes for kids

Fantastic always shop here and online…

I have used H&M home for the first time and have been pleasantly surprised by the quality of products and seamless delivery service. Thank you so much!

I have used H&M home for the first time…

Not really a massive problem with h and m, it's hit and miss. Thank god for some of their basics when all these trendy clothes of slitter dresses and so on are taking over other shops. However I will not be ordering from them again until they stop using evri. Evri has only ever either lost my packages or been incredibly delayed in delivering them. I'm talking over a week and there's no real way to contact them either

Stop using evri for deliveries!!!!

Terrible experience and I will never buy from HM Home again. My ordered had zero update and I have no tracking number. I don’t know if I should assume it is lost but I’ve been trying to reach customer service for days via phone and chat box and it’s literally impossible and a horrible experience. After hours on the phone I managed to get through once and the customer service person put me on hold after I explained the situation and hung up on me!!!

Terrible experience and I will never…

Nice items but very slow refund process. They use Evri (previously Hermes) to courier back to Warehouse and they take two weeks!!! Would be quicker if I dropped it off by bike myself! Not impressed.

Nice items but very slow refund…

Since they started to use EVri the new hermes their orders are not being delivered. Fake attempts are made . Also your customer service team just hangs up when they can’t answer the delivery question.

Change your courier company

I couldn’t find the official H&M page to review so this will do!!  A boy called TAHIR at the 164-182 Oxford Street branch was super nice and welcoming today! My girlfriend and I came in for some holiday shopping and found experience lovely from start to finish!   Thanks again Tahir for concluding our experience so nicely!

I couldn’t find the official H&M page…

H&M encourages shop managers to insult customers, possibly to reduce the percentage of unsalable returns. It is really not that important if they accept the return or not, the value of the product doesn't worth, but the attitude so bad, it is totally worth the effort to inform others.  I bought a top for my kid from Wandsworth South Side H&M and after 4 days of use, it had bubbles all over it. I brought it back without washing it because, in that case I thought they might claim that is caused by a washing mistake.   The manager did all of these:  1 - She insisted this couldn't have happened in four days, even though I had the receipt.  2 - Questioned me for the stains over and over, in a mocking way (the ice cream dripped over it, but they were in funny places because it was on her lap when it dripped, she wasn't wearing it)  3 - She accused my child with bag use??? She insisted that it had to be caused by a bag, only because the bubbling was terrible on one side. When I pointed out that they were everywhere, she would return to the ice cream stains.  4 - Gave me a lecture on how clothes bubble, when I listed the similar brand tops my family have been using for many years that don't have any bubbles, she would refer that they were better quality brands and, she would return to the stains.  At one point, I was so frustrated with her attitude, I left the shop. Then with the encounters with H&M, I understand that, this kind of attitude is acceptable with the brand.

H&M encourages shop managers to insult…

I went to get a refund on a garment I had washed once by hand and now looks ten years old. I had proof of purchase on my bank statement though this was originally refuted and yet by law this is acceptable, something I think people need to be aware of as nobody keeps receipts of everything they buy. But you have proof of purchase on your bank statement.  I was refused a refund as I had cut out the long label for that very reason it’s too long. The experience I had was totally unacceptable as two people were talking to me  (or arguing) together. Dani stayed calm and collected but her sidekick ( Daniell or Davida, a foreign name so not sure of his exact name) was incredibly rude and really shouldn’t be in a job that requires customer service. Such a shame as I was a good customer and had spent anther £50 recently but I won’t be shopping there again. This is the Cheltenham branch. The guy that was interrupting and being facetious said he was the manager but then had to call Dani. Long and short of it is I’ve bought a garment for £24.99 washed once by hand and now not wearable, so obviously faulty but H&M won’t refund me. I notice there are a lot of complaints but H&M never respond.

Refund refused yet had proof of purchase

Today 16/03/22 I went into the Altrincham Branch of the H&M clothes store, where I waited in the queue at the check point to purchase my items, there was two members of staff on the counter, one who was already dealing with a customer which is fair enough. the second member called Holly was hanging returns, looked up at a lady in front of me and myself then decided to leave the count, leaving me and a queue forming behind me for at least 15 to 20 minutes, where I then ask the first assistant that was still dealing with her customer, is there any other staff covering the tills, she then requested for assistance over the shop loud speaker for help and guess who appeared no other that same Holly who left count in the beginning of my wait. later I called the national H & M number to complain of my experience, I was instructed to go online to complain - I went online I was instructed to call Customer Services - what a joke.

Today 16/03/22 H&M staff need people skill lessons, and customer relation lessons too.

I rang the customer service team about an item being returned late because I had been in hospital. In this time, the item was discounted and only half the money was received back. When the receipt was given to the manager on the customer service line, she had a go at me for returning the item late, even though I had already explained that I had been in hospital for 2 months suffering with Crohn’s disease. Because I said to her that H&M’s ethics are shocking if she was going to attack me for being in hospital, the manager cut me off. I am absolutely appalled. I’d been on the phone to H&M for 2 hours, and ironically, because if the stress it caused it sent me straight back to hospital. Shame on you H&M for having managers like this!

No sympathy for vulnerable customers

Great members reward scheme with free delivery which is usually very quick. Great for buying everyday clothing and childrenswear. I also love the home ware range.

Great members reward scheme with free…

if a customer is inquiring about a product, the answer is alway " we don't know , you have to look " . They will not help you , because they do not know them selves . This is specific for the store in Coventry city centre. Today a staid outside of one of the changing "rooms"( 1 square meter ) to help my daughter  and one of the employees called the manager stating with attitude that I am not allowed to stay there . I am not allowed to help my 12 years old daughter in their spacious changing cages ? 5 minutes later the waiting time at the cash point was 15 min and no staff was calling for the manager . If anybody is looking for any support in this particular shop , my advise is don't because there is nobody . This shops is like a self service.

Customers treated like criminals

Fashion and quality at the best price in a sustainable way.

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つくば市のショッピングセンターの中では1番新しく綺麗です　土日は行かれる人多いです

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