Business Profile

Clothing

H&M

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for H&M's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

235 total complaints in the last 3 years.
97 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/22/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Online states you can return with tags attached an no receipt. However, you in store policy says no returns with no receipt. Your online presence does not match your in store policy therefore an exchange should happen. I would highly suggest you update you online policy to match your in store policy so you do end up with a class action lawsuit for misreprentation.
Business Response
Date: 05/23/2025
Hello,
Per our established policy, which can be find on ****** > **************** > Returns & Refund > Return Policy, it states the following:
"Merchandise cannot be exchanged or returned without a valid receipt.
H&M will refund most items within 30 days of delivery or purchase date provided they are in resellable condition, have not been damaged, soiled, washed, altered or worn and that all labels and tags are attached." To read more about our policy, please click on the following link, *************************************************************;
Both, online and in-stores have the same policy.
I hope this information is of great help.
Best,
H&M ****************
Initial Complaint
Date:05/22/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint to BBB H&M (Online Order Never Received)Business Name: H&M Date of Transaction: August 30, 2024 Order Total: $114.75 Issue: Shipped but never delivered I placed an online order with H&M on August 30, 2024, for six items totaling $114.75. The order status changed to shipped the next day, but I never received the package. I waited, assuming it was delayed, but it never arrived.When I contacted H&M customer service, they informed me that because I did not report the issue within 30 days, I was no longer eligible for any assistance. Furthermore, the representative suggested that the fact I waited so long raised the possibility that I might have stolen the package myself. I found this accusation to be both offensive and inappropriate.I believe H&M failed to provide the product I paid for and refused to take responsibility. I am requesting a full refund or a resolution that acknowledges the missing package. I can provide order confirmation and any other related details if needed.Thank you for your attention to this matter.Desired Outcome: Full refund of $114.75 or product re-shipment
Business Response
Date: 05/22/2025
After a thorough investigation, we have confirmed the order was completed and the customer reached out to us after the appropriate timeframe. Unfortunately, we are unable to approve a refund for the order.
Customer Answer
Date: 05/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I respectfully disagree with H&Msresponse. While they claim the order was completed, I never received the merchandise. Moreover, I was not informed of any specific timeframe within which I had to report a missing delivery.

As a consumer, I have the right to receive what I paid for, and I find their dismissal of this issue without further investigation to be unacceptable.

I hope they are aware that their Better Business Bureau rating is D- because of failure to respond to 90 claims against
If necessary, I am prepared to consult with a prominent consumer protection law firm, particularly one that handles class actions.

I suspect this is part of a wider pattern of unfulfilled orders, it may warrant broader legal attention.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed order number *********** on 21 nov 2024, and returned 12 items out of it on 12 Dec 2024 ( amount total CAD 405). Return package tracking : ************ H&M did not refund my money, and neither they returned the items. Their customer service kept wasting my time in investigation until March7 2025, which was the last date for me to be able to proceed with a chargeback from creditor side. And on March 7, 2025 they told me that they do not have the items at their warehouse so they will not be sending them back, neither they will process the refund. It was about CAD ******. Tracking information shows the package was delivered on Jan,8,2025. To which H&M is clearly lying and saying they did not receive the package.
Business Response
Date: 04/22/2025
Customer is from CA and the order is linked to our CA market. Due to this the customer has reached out to the wrong market and will need to reach out to the correct market for further assistance. Please have the customer reach out to **************************
Customer Answer
Date: 04/28/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Canada **************** is not considerate enough and rude over the phone, they respond to emails saying call us and when we call they keep lying that they did not received the package, they are not willing to provide any resolution

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* ****
Initial Complaint
Date:04/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased black matte utensils from H&M on April 7, 2024 order number ***********. I made two other returns from this order (separately), both which were refunded no problems (one to my credit card and one to giftcard). The return for the utensils was initiated on May 27, 2024 and as per H&M policies I was to receive a giftcard past 30 days. On June 9 @10:59am I dropped this package off at ***************** (Tracking number ************). I went to go and use my giftcard $51 plus taxes the other day, and realized it was never sent to me despite evidence I have returned. It was reasonable I did not notice at the time because I had other priorities going on. I would like to receive my giftcard so I don't need to go through the dispute process with my credit card - it was confirmed by H&M this was not received. I had reached out to the business by phone, and email but now no one is responding.
Business Response
Date: 04/14/2025
We have forwarded the information and pictures provided to the proper department for resolution. We also ask that you send us any return registration confirmation emails received from us that shows the item in question was registered to add to the claim. The claim number to reference is #*********.
Customer Answer
Date: 04/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello here is the attached documentation being asked for by the company.

Sincerely,

**** ******

Business Response
Date: 05/13/2025
We have forwarded in email to the customer a gift card $57.63 on 25/4/25 please for the customer to check within their primary and or spam/junk mail for this gift card.

Customer Answer
Date: 05/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******
Initial Complaint
Date:04/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought and returned something in 24 hours and they are saying it will take ***** days to receive the refund
Business Response
Date: 04/03/2025
Upon further investigation, It seems to be a mistake in relaying the information to the customer. Refunds typically take 3-5 business days to process and clear. Depending on the financial institution policy's it can take as long as 14 days.
Initial Complaint
Date:04/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding an order I placed with H&M on March 30, 2025, during their Up to 50% Off sale. My order number is ************, totaling $173.86.According to the tracking information, my package was delivered today around 12:00 PM via DoorDash. However, the delivery photo clearly shows that it was left at the wrong address. This is a misdelivery error on the part of H&Ms chosen carrier. According to the tracking information, my package was delivered today around 12:00 PM via ********. However, the delivery photo clearly shows that it was left at the wrong address. This is a misdelivery error on the part of H&Ms chosen third party carrier.I contacted H&Ms customer service at approximately 11:00 PM on April 2, 2025, to report the issue. Instead of promptly addressing the misdelivery, I was told to wait 48 hours, despite the fact that the package has already been marked as delivered to the incorrect location. I was told that the package may still be out for delivery although its marked as delivered. Additionally, some of the items in my order are now out of stock, meaning a full replacement is not possible.H&Ms only proposed resolution was to offer me 20% off my next purchase, which is completely unacceptable as I got more money off during the promotion on the 30th.Desired Resolution:Redelivery of the in-stock items from my order OR A 50% off coupon code so I can repurchase other items at a comparable discount.I expect H&M to take responsibility for this delivery issue and provide an appropriate resolution as soon as possible. Please address this matter promptly.
Business Response
Date: 04/17/2025
We completely understand the customers disappointment. While were unable to resend the available items, we have issued a full refund and are happy to honor the original price paid. All items except three items are available for repurchase (they are sold out). If the out-of-stock items are available in a different color and the customer chooses to reorder, we will extend the same pricing as originally paid.
Also,after reviewing the discount on the customer's order the discounts applied to their order range between 15%-25% off. As they stated the discount is "Up to 50%" off, so we are unable to send a 50% discount for items that were not 50% off. Our current promotion is less than what the customer originally paid, so we advise the customer to repurchase any available items, and if they are not the price they paid (ex. Art. No. ********** is $13.49; we can honor the price they originally paid), we will make the adjustments to honor the price they paid.
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/10/25 I purchased shapewear bike shorts online that did not fit, on 3/12/25 I went to the *********, Illinois store and returned the shapewear without any questions asked. On 3/12/25 I re-ordered the same shapewear in a different size, under the assumption I could return it again without any issue if it did not fit, which it did not.On 3/29/25 my husband and I drove over an hour to the ************, IL store to return the shapewear. The employee called a manager over who denied the return and said the shapewear would need to be defected out and her store would lose money. I explained that we drove over an hour, and did not know it was an issue to return because the *********, IL store took the previous size back without any issue. The manager replied saying "that's not my problem", which came across as dismissive and rude. I explained to her that my husband and I were both going to shop in the store and spend more money than the value of the return, she said she could not help me or give me any options. I looked on the H&M website, and it was allowing me to conduct an online return, but with a processing fee.. my question was, why would the ************, IL store refuse my return, when the website and *********, ** stores accepted them? There is also no disclaimer or text on the product detail page for the shapewear stating it is non-refundable. My husband and I left after that without making any purchases or being able to return the shapewear.I later chatted and called H&M guest service, both denied me the option to return the shapewear and lacked caring about the rude customer service in store. They said I could pay the processing fee to ship to the warehouse, but the warehouse would just send it back. I explained that I felt deceived by the return policy and inconsistent employee training, as I would have never bought the shapewear if I did not think it could be returned. H&M has lost our future business and buying confidence.
Business Response
Date: 04/02/2025
Following up with feedback to the store location about not wanting to process this return.
Confirmed with our managers they should be processing this return in store, but I will reach out to the store to hopefully rectify this.
Confirmed that these items may be returned to our warehouse, and they would not be refused as they are within policy for returns.

Will be emailing customer directly as well as I was unable to reach them on the phone number left.
Initial Complaint
Date:03/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with h&m on 03/08 and expected delivery by 03/14 the latest. No progress has been made on the shipment. Ive spoken to a representative few days ago and was informed if my delivery did not arrive that I would be refunded and the item was to still be shipped and I was to keep it due to the inconvenience. I reached out today and a representative informed me that their system was down and couldnt refund or replace any items. I still want the jacket and my refund as promised because of this inconvenience
Business Response
Date: 03/14/2025
I am sorry to hear about the experience you have had with us. The general policy is that we allow our carriers 5 days to pick up a shipment. While I am unable to see your order number, if it is past that timeline, we can surely refund you and assist you with a reorder. For this, you would just have to contact our customer service line directly. I understand a previous agent had stated their system was down, but it is now up and running and we can assist you with that refund provided it is past that 5 day period. If you have any further questions, please reach out to us.
Initial Complaint
Date:03/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #*********** This is regarding my online order placed on H&Ms website. I placed an order for the first time that was delivered by ******** instead of a shipping carrier. The package went out for delivery and was attempted but marked as inaccessible location. The driver did not attempt to contact me at all and I was home the entire time waiting for the package. There is record that I reached out to H&M via online chat several times to confirm the delivery address and instructions were correct after the failed delivery attempt, and they were unable to assist. The same evening, the order was finally marked as delivered, with a blurry and dark delivery photo of a package sitting on a doorstep that is not mine. I live in a complex with several units and have a distinct doormat on my front door, which was not shown in the photo. After finding out the order was tagged as delivered, I immediately went around my complex to see if I could locate the package myself (within the hour), and also asked my next door neighbors with no luck finding the package. At that point, I assumed the photo was a mistake and waited a few more days for the package to turn up. I reached out to H&M to have the order cancelled for a refund, and they escalated the issue to a supervisor named ******* L, who I spoke to on the phone. The case ended on the same day with an email from ******* L stating that there has been a similar claim from the same address so they are unable to refund. However, this is my very first order with H&M online and I have no knowledge of this previous order they are referencing. H&M refuses to assist even though the package was misdelivered by the Doordash driver they chose as the shipping carrier.I need this order to be refunded as it was clearly delivered to the wrong address and I did not receive it.
Business Response
Date: 03/12/2025
Missing package claim was denied for this customers order. While they say that this is the first time they have placed an order with us we did find a duplicate account. The address is slightly altered but is the same and also has the same unit number. ** has claimed a missing package with us in the past and a claim for this current order has been denied by a supervisor due to the duplicate account and proof of delivery by the carrier. Door Dash is an additional carrier that we now use to delivery online orders.
Initial Complaint
Date:03/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered three t-shirts from the US store. Even thought I live in ******, I went to the ** to pick it up. All three shirts were not a good fit at all and bad material (in my opinion), therefore I contacted customer service to know how could I return it in ******. They advised me that I could do it in ANY H&M stores in ******. After heading to H&M in *******, **, they told me that I could not return an online order in-store. Only if it was bought in-store in the **. Unfortunately, I have already left the **. I was more relaxed after hearing that I could return the order in ******, but now Im stuck with the product I dont want. I contacted customer service again and they told me that theres nothing they can do about it, I can only return it if I go back to **********, which is not possible at the moment, otherwise I wont be getting my refund. I just need to return it, as advised when I first contacted customer service.
Business Response
Date: 03/21/2025
We do apologize for the misinformation you were, but the only resolution in this case is to return the items via **** or to return to a US store for a refund The Canadian stores will not be able to recognize an online US order to process a refund

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H&M is NOT a BBB Accredited Business.