ComplaintsforH&M

Clothing

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made an online purchase at H&M's website on August 17th, 2024 for 5 items and have only received 2 of them. The two items I received were delivered via DHL while the missing 3 items were supposed to be delivered by ********. I have yet to receive an update on the missing items since August 20th, 2024. I have called H&M's customer service 4 times since August 25th to address my concerns about late delivery and lack of updates on the order. Each time, I have received discrepant information regarding the status of my order. A customer representative named ******* told me on August 29th, that I would be entitled to a full refund if my order did not arrive by Thursday September 4th. When I called customer service again on September 4th to request a refund, my request was denied. H&M has not been able to provide an adequate explanation for why part of my order is missing, nor have they provided a specific timeline for when I should expect the order to arrive or when a refund will be issued. This ordeal has been frustrating and disappointing as I do not feel that my loyalty as a customer has been honored.
Business response
09/04/2024
Hello!

I am sorry to hear of your trouble regarding your order. I am very sorry it has taken this long to resolve the issue. We do have to wait 10 business days from the last update before we can consider a package lost. We do appreciate your patience. Today is the 10th business day and I have issued a full refund for the missing parcel. I do see you there are two price adjustments made on the order. One was for was $17.54 and the other was for $20.98. So I have refunded the remaining $48.95. Please allow up to 5 business days for the refund to appear in your account.
Customer response
09/06/2024
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
09/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
H&M DOES NOT WANT TO REFUND MY ORDER EVEN THOUGH IT SAYS IT WAS DELIVERED. IT WAS NOT LIKE THAT BECAUSE THE ORDER WAS NOT LEFT AT MY HOUSE. THEY SAY THAT I DISPUTED THE BANK BUT IT IS THEIR RESPONSIBILITY TO DELIVER THE ORDERS CORRECTLY. THEY SHOULD ASK FOR A SIGNATURE.
Business response
09/03/2024
I was able to resolve this issue for you by processing you a full refund for a total of $255.20 USD to your original form of payment. You should expect to see this reflective on your end depending your bank's processing time. Typically this can take 3-5 business days. I am sorry that this issue was not able to be resolved when you first reach out to us. I encourage you to select alternate shipping methods that we offer like ship to store to be able to prevent these incidents in the future.
Customer response
09/06/2024
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
08/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
***********, 01/05/2024, $116.88 are the order details. I returned the items in the order because size didn't fit. H&M confirmed that they received the return and emailed me. I believed it would refunded as I received that email. Months went by, and I still didn't get a refund upon checking my credit card. As of August, I didn't get the refund. I reached out to agent again on 2024-08-14 and asked why it hasn't been refunded when I returned 5-6 months ago, and the agent apologized and confirmed that I'll get a refund back within 3-5 business days. I believed her again thinking that this will be resolved. Below is the exact words. *** mentioned that by August 21st, I should have a refund, but no. I attached transcript.pdf with all the transcript and parts of the transcript confirming that I'll get a refund.Today is August 29th, and I still don't have the refund. I reached out to H&M agent chat again, and the person is of no help and just repeating same thing.Can you process the refund and refund my money?***: Im truly sorry that you havent received a refund confirmation for the items you returned. I completely understand how important it is to get an update. Please dont worryI'm here to help. Rest assured, I will take care of this for you.***: ** ****** ***** *** *** ********* ******** * *** **** ** **** ** *** ******* ** **** ***** *** * *** *** **** **** **** ******** ***** *** ******* ******* ************ ******** *** ********* ** *** ************** *** ****** ******* ***** *** ******** **** ** ** ******* ****** **** ***** **** ** ****** *** *** ****** ** ******* **** ** **** ******** **** ** ******** *** **** **** ******* ** ***** ************ **** *** ****** *** **** ************ ****** ********
Business response
08/30/2024
Customer was assited personally
Customer response
I hope this message finds you well. I wanted to follow up on your recent claim with us, identified by claim number ******** from the Better Business Bureau. I am pleased to inform you that we have processed the refund for your return. We sincerely apologize for the inconvenience you experienced during this process.
You should expect to receive your refund within the next 3 to 5 business days. We understand how important this matter is to you and appreciate your patience as we worked to resolve it.
If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that all your concerns are addressed promptly. Thank you for your understanding and for giving us the opportunity to make this right.
Initial Complaint
08/21/2024
Complaint Type:
Product Issues
Status:
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.
I returned items that were purchased on July, 30 2024 I sent items back for a full refund on August 6th. The items were received on August 14th and I have not received a refund. When I contacted this merchant they offered me only a partial refund in credit, due to issues with ******* I want my full refund asap. I have requested to speak to a manager and emailed corporate with no response and not been allowed to speak with management.
Business response
08/21/2024
Hello,

Our warehouse attempted to refund the customer on August 13th. Because the customer had an active dispute opened with ******* the refund failed.

As long as the dispute is closed, we can have our IT department send thru the refund again.

The customer paid $30.59 for the order, however, they will not receive that amount back.

There was a $5.99 shipping fee, which is not refunded if a customer makes a return. And there is also a $2.99 return fee for all mail-in returns. So the customer will be refunded the value of the items plus tax, which is $21.14.

I hope this info helps!

Best,

H&M ****************
Customer response
08/22/2024
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
08/19/2024
Complaint Type:
Delivery Issues
Status:
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.
My order *********** has been returned more than 1 month ago and they haven't refunded me for anything. Apparently due to the order size, they need more time. I reached out and they said to wait 48 hours on a resolution, and once that passed, I got nothing. I contacted again and was told to wait close to a week, after waiting, still nothing. I contacted today, they don't have a resolution yet and they haven't refunded me. I returned the order on July 8th and ever since then, H&M has been avoiding refunding my money.
Business response
08/19/2024
Your H&M Case #********* is currently in progress regarding your return. We are partnering with our warehouse to resolve this for you as soon as possible. If you have any other questions or concerns please give us a call at ************** and ask to speak to a supervisor.
Customer response
08/20/2024
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:

I have reached out multiple timed and nothing.

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

Sincerely,

*************

Customer response
08/28/2024
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]
even when I call the supervisor, I don't get anything new or an update.

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

Sincerely,

*************

Business response
08/29/2024
Thank you for reaching out and expressing your concerns. We understand that waiting for an update can be frustrating, and we appreciate your patience in this matter. As mentioned in our previous communication on August 23, we need a copy of your **** receipt to proceed with your case. This receipt is crucial as it confirms the details of your item's drop-off, which is necessary for us to track and resolve the issue at hand.

Please send the requested document to ************************* at your earliest convenience. Once we receive this information, we will be able to move forward and provide you with the updates you're seeking. We are committed to resolving your case promptly and efficiently.

Thank you for your cooperation, and we look forward to assisting you further.

Warm regards,
Customer Service Team
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 08/14/2024 I walked into H&M Store #****** Employee #****** was assigned to the register where I attempted to return for an item that does not fit. I always shop in H&M as I am enrolled in their rewards membership program. The employee accused me of wearing an item because it has a make up stain which I did not place on the item. I explained to the employee I do not even wear make up. The employee called for back up on the radio which I am going to take an educated guess he is deemed as the " responsible" the designated person who is given a code to make returns. He came to the employee aid with absolutely no name on his badge which to me was a red flag. H&M policy is you must always have your legal name on your badge. The employee was very nonchalant and told me he could not return it and that you can bag it up yourself when I stated I will take the item. The other employee who was on the register to the far right made slick remarks and jokes in front of the customers like to me seems to both employees. I am angry my item wasnt able to return and also the lack of professional. I was purchasing these items for a high profile celebrity wedding which could have generated more revenue for the company. I am requesting to get a full return on my item. I told myself I was going to let this incident go but I just said customer service is beyond poor and unnecessary rudeness.
Business response
08/16/2024
Thank you for providing this information. After reviewing the attachments and letter from customer, it does look like an item was accepted for a return. The second item was denied due to it being stained. Our policy does state items must be returned in original selling condition. We can definitely address and provide feedback to the store associates about the way the customer was treated. The customer is welcome to contact us directly to create a case and we will be more than happy to follow up with the store in regard to standard processes and making sure customers are provided with the best customer experience.
Initial Complaint
07/29/2024
Complaint Type:
Delivery Issues
Status:
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.
I never got my package, although if you check the order number it is already marked as delivered. It was supposed to come a week ago. I got cameras and everything in my house and when I checked them there wasnt anything.
Business response
07/29/2024
Please inform customer that we apologize for the inconvenience and they've been fully refunded
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I made an online purchase. Items arrived but several did not fit. They had a restocking fee for returns sent via mail so I returned in store on 21 May 2024. The customer service in store was despicable, with multiple people standing around playing with clothes while 2 people were on the register at a very busy time. After 20 minutes on line I was finally served. ****** was rude but that seems to be expected. I asked why the other people weren't helping and they said it was a different team. Bewildering. I spoke to chat on their website who said I had to send an email complaint. I did. Did not receive a response. I have chased multiple times via their email, phone and chat service. They each just defer you to another service and continue to not answer emails. Additionally, I have spent literal hours on hold with them. They have said they would contact me but refused. Their staff are rude, poorly trained, obnoxious and entitled. As an example, one I spoke to tonight, allegedly a supervisor, after being on hold for 30 minutes, asked me what I was calling for and I said repeatedly to get an update on my complaint. I tried to give the reference number but he just kept saying that he needed the nature of my complaint to help. I was not trying to raise a new complaint, I wanted an update on the many I had previously raised. I can only assume that their staff are incentivised to deflect and avoid actually helping. Either that, or they are just abjectly incompetent. Either way, it is unacceptable and I deserve to be compensated for my time. They also refused to provide a legal address for me to serve a summons on them.
Business response
07/30/2024
Email was sent to customer

I hope this message finds you well. First and foremost, I want to express my sincere apologies for any inconvenience or frustration this situation may have caused you.
At H&M, we are committed to providing exceptional service, and we take any concerns from our valued customers very seriously. After thoroughly reviewing your email threads and receiving your complaint from BBB, I would like to address the issue as follows:
Issue Summary: We are now aware that you wanted to make a return instore to avoid the return shipping fee and you were unsatisfied with the service provided in store. during your visit you had to wait ********************************************* store. There was mention of other associates in store who were walking around and 2 people on the register.
Resolution Steps Taken: We have updated your case notes and you feedback has been noted regarding your experience with making a return instore. Your case number is 117389901 , in case that was not provided to you before.
Compensation or Reparation: There will not be any compensation for the initial complaint. However, we have extended coupons for time spent with customer service as we respectfully tried to figure out what your initial complaint was. Those coupons still stand if you are open to them.
We truly value your feedback as it helps us improve our services. We will respond to your BBB complaint with the email response we are providing to you.
Thank you for your patience and understanding in this matter. We look forward to continuing to serve you with the highest standards of quality.
Customer response
07/30/2024
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:

They have refused to acknowledge my second complaint and have instead insisted that they behaved "respectfully". I was kept on hold for AN HOUR on one occasion and over 30 minutes on another while a supervisor was allegedly being located. I was also repeatedly sent to different channels as staff deflected and could not locate files or were unable to locate complaints or had a convenient systems outage, which they denied was a cyber incident. I have also had multiple people hang up because I questioned the competence of their processes if they cannot find an email or keep people on hold for 30 minutes or are unable to answer simple questions. This behaviour demonstrates that they have nothing but disdain for customers.
The offer of coupons that was made was a 15% off coupon. I did not feel like a 15% off was remotely worth the more than the several hours I spent being left on hold, the multiple extensive chat conversations with incompetent people, the constant deflections to a different channel, and the constant disrespect of my time.
The email they have sent above is one of a significant chain where their refusal to answer questions, attempts to continue their process of deflection, and complete lack of accountability are entirely irrefutable.
I understand that there is very little that can actually be done to compel disreputable organisations to improve their behaviour, but they should not be allowed to just lie and mischaracterise how they have behaved, which has been disgusting.

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

Sincerely,

***********************
Initial Complaint
07/29/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered almost a 100 dollars worth of things from H&M which was scheduled to be delivered on Saturday, July 27th. It was "delivered" on Friday, July 26th to the WRONG ADDRESS. I tried contacting H&M on Friday which is considered a business day. They tell me they can't file my order missing until Monday which is absolutely insane. I needed those clothes urgently and their carrier service got my order delivered to the wrong house. What I would like now is my clothes shipped out again to the CORRECT ADDRESS before AUGUST 9TH. I've waited long enough for this order to arrive just for it to get lost by a horrible service I've had issues with in the past. I'm seriously angered by this. Please make this right.
Business response
07/29/2024
Customer has been refunded for order. We understand their upset regarding not receiving their parcel however we have steps and policies that we must follow while we complete a missing parcel claim.
Customer response
07/30/2024
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
07/19/2024
Complaint Type:
Product Issues
Status:
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.
Today, Thursday July 18th I called customer service because I forgot to enter a 20% discount code on my order #*********** - I spoke to a rude representative from the Philippines *********************** who had me on hold for ONE HOUR AND FOURTY Minutes waiting for a supervisor. The supervisor *** finally got on the line and our call eventually conveniently disconnected. I believe she was also in the ***********. I will like to **** return every single item I bought from H&M. I have purchased over $3000 since January of 2024! They do not deserve my business! 20% coupon code *********************This was the worst experience of my life!
Business response
07/19/2024
Hello,
We are very sorry to hear you forgot to add your voucher to your order. Unfortunately, any vouchers provided need to be added before completing your purchase as we do not have the system to add the discount code after the order placed. We would need to cancel the order (if it is still pending) to add the manual voucher provided. Please know that the voucher is good for 6 months from the day it is received, and you are still able to use it on a later purchase.
Customer response
07/22/2024
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:

[I need to speak to the business and have them give me a call. I want to ensure they review the call as I was on hold for almost two hours waiting for a supervisor, additionally their response is inaccurate because Ive done it in the past without an issue]

************

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

Sincerely,

***********************

Business response
07/30/2024
We tried contacting the customer by phone just now, but the call went to directly to voicemail, and I left a voicemail for the customer.

In addition to the price adjustment on the order and the 20% off discount voucher sent, we have also sent another 25% off voucher today.

We do not have a phone number for direct contact with a manager, but you can call and ask to speak with a manager for further assistance.
Customer response
07/31/2024
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]
Good morning, lets schedule a call for Friday, August 2nd at 1:00pm PT. Please call multiple times until I pick up as I will try to pick up the phone.

please leave a message and stay on the line as I would be able to pick up the call once youre leaving a message.

additionally all executives should have a direct email address and or phone number to call.

everyone has a phone number!

lastly I want to ensure the call has been fully reviewed prior to our call.

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

Sincerely,

***********************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforH&M

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary