Complaints

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

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  H&M

  110 5th Ave Fl 11 New York, NY 10011-5665

• 

  H&M

  47 West 34th Street, 3rd Floor New York, NY 10001

• 

  H&M

  2655 Richmond Avenue Staten Island, NY 10314

• 

  H&M

  505 5th Avenue New York, NY 10017

• 

  H&M

  236 Four Seasons Town Ctr Greensboro, NC 27407-4742

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: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

• Initial Complaint

  Date:02/28/2025

  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.

  bought some merchandise my daughter could t fit it so i took back to store with receipt to return. Store manager Tamina refused to allow me to return or exchange because the tag wasnt on the clothes even though the store policy doesnt state that. She was rude refused to gives her boss information & when i told her I need to speak with someone above her or I will file civil suit she refused to speak to *** anymore. I told her that what she was doing was illegal & she started cursing me out. I cursed her out as well & she called the mall police & lied & said i fought her which cause the police to ask for my id. They let me go after they saw that she was lying on camera. Then she wrote her name real big on my receipt when i asked for her name.

  Business Response

  Date: 03/01/2025

  In response to the return issue the customer stated that the labels were no longer attached to the item, therefore the return was not accepted. This is standard policy as Items must be in good condition with all the labels attached. This information is posted clearly on our website under our return policy. Here you can find that link Return Policy & Methods | Refunds & Exchanges | H&M CA 

• Initial Complaint

  Date:02/22/2025

  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 have contacted H&M customer service 3+ times through online chat, twice over the phone, and 3 times through email. I was told each time that I would receive an email with my merchandise credit and still have not gotten an email.I asked them to send it to another email and they said they did and again I have still not received anything.I have both an order number and reference number and I have still have to explain myself over and over. It also seemed like this happens often.

  Business Response

  Date: 02/23/2025

  ******* has reached out to customer service for her gift card in the amount of $25.99 that was refunded on 2/12/25 to be resent. This gift card has been resent multiple times to ******* as we have confirmed each time her email address is correct before doing so. ******* has a Gmail email address which often sends the gift cards to either the spam folder or the folder called promotions. We're more than happy to send the email again with her gift card inside.

• Initial Complaint

  Date:02/13/2025

  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 returned an item via ********* on January 16. I have yet to receive my refund despite a call to their customer service department on January 30 stating it would be escalated and refund would be processed February 4th. I sent a message via Messenger with no reply. Finally through Instagram I have received a response which is ongoing and they say they are working to resolve with their warehouse. I've provided the order number. I have proof from ********* that it was returned. It's not a lot of money thankfully but frustrating that I as the customer have to go through all this trouble and almost a month later received no resolution.

  Business Response

  Date: 02/13/2025

  Missing return investigation has been concluded, and customer has been fully refunded in the amount of 13.64 CAD back onto the **** ending in **** as of February 13, 2025. Processing times may vary depending on the customer's financial institution. 

  Customer Answer

  Date: 02/17/2025

  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:02/12/2025

  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.

  Order number *********** Order date 09/25/2024 INCORRECT ITREM DELIVERED, ITEMS DO NOT MATCH SITE DESCRIPTION AND CUSTOMER SERVICE REFUSED A REFUND OR ANY RELEVANT RESOLUTION

  Business Response

  Date: 02/12/2025

  Thank you for reaching out, I hope this message finds you well. 
  
  I understand that the incorrect items have been received in this order, ***********. However, due to the length of time that has passed since the order was received on October 1st, 2024, we are unable to assist with a refund. Nonetheless, you are welcome to return your items via mail to our warehouse. Our warehouse team will be happy to review your return details and assist in any way possible. You can select the return reason for "wrong item delivered" when you register the return here: *****************************************
  
  Additionally, I see that a return was registered indicating a couple of your items were faulty due to the issues with shrinkage and colour running, so you are welcome to proceed with this return, as well. Please don't hesitate to give us a call at ************** to discuss this further if needed. 
  
  Warm regards, 

  H&M Customer Service