ComplaintsforH&M

• Initial Complaint

  08/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Immediately after placing an order on the H&M website, I discovered that there was a substantial error on the address (I dont know how they were able to charge my credit card without the right address, but the address they are planning to ship to is not mine or anyone I know). I contacted them right away and was told that they would not correct it and that I would have to wait until the delivery date to file a missing package report with them (I went through their chatbot, chatted with a person, and then called on the phone). Since the items ordered were for back to school, they have taken my money and are refusing to address my problem at allso my daughter will be without the new clothes for the first day of school

  Business response

  08/26/2022

  Hello *********!

  
  
  Im sorry to hear that your items are headed to the wrong address. I know how stressful situations like this can be, and I will do my best to find a resolution.
  
  
  
  Once an order is placed, we are unable to make any edits to it and only have a small window of time to cancel the order. It looks like the order you placed has passed that timeframe. Because of this, we will need to follow our policy for missing packages. I don't want you without both the items and the money for so long. While I am not able to fully refund the order, as a courtesy, I have processed a 50% refund for you on the order. You will receive those funds back to the original form of payment within 5 business days of your order being shipped out. Please reach back out to us once your order has been marked as delivered so we can further assist you.
  
  
  
  If there's anything we can help with in the meantime please don't hesitate to reach out.

  Customer response

  08/30/2022

  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

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORDER DATE 05/22/2022 ORDER NUMBER *********** Hello,My wife ordered an item a couple months ago valued at over $35. She instead received baby clothes worth under $12-$13. We went to a local h&m store to return the item and they denied the return because the values of the items were not 1 to 1. Due to personal reasons, we just circled back to addressing this issue. Weve now spoken to customer service 2-3 times and they are refusing to ***** us a refund because its beyond the return period. This is ridiculous because we received the wrong item, the wrong item was below the value we paid, so reasonably this return period shouldnt apply to this situation. We are extremely upset as weve now spent so much time addressing an issue caused by H&M and were not even left with an item thats of value of what we paid for.Thanks

  Business response

  08/20/2022

  Customer has been fully refunded on our end for wrong item received and reach out to for communication on this resolution.

  Customer response

  08/24/2022

  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

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an item that was sold in packs of 4. It arrived in a pack of 2. I called and they apologized and said it was a mistake that wouldnt happen again. So I reordered the same item and once again I received it in a pack of 2 but meanwhile they changed the item description to pack of 2. After reaching out again and being called a liar they finally admitted they changed the price after my order but They refuse to honor the price and send me the remainder of my order even though they admit in many exchanges that it was their fault. I have proof they sold it to me in packs of 4 and would just like to receive the remainder of my order.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to H&M a few weeks ago and they failed to provide me with a receipt for my purchase. They said they were out of receipt paper and that I could make a return through my H&M account. They scanned my account through the app, yet it never showed up on my side. This has prevented me from making a return.I have all the details of my purchase on my credit card but no receipt due to employee inadequacy. I have reached out to H&M 5+ times at this point seeking resolution with no final response. My transaction date was April 1, 2022 at store H&M0600 otherwise known as *******************************************. It was a **** credit card that ended in ****. The amount of the transaction was $109.76.They told me they scanned my barcode on my app that would give me a digital receipt at my email address *************** but I never received any digital receipt by email or in the H&M app. I was blatantly lied to and not given a receipt due to laziness of the cashier with refilling the paper and they said they scanned my app but I know now they did not. I provided an example email showing one of the many times I reached out about this issue.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order # *********** I ordered 2 pair of shorts for my son and both were sent incorrectly. Wrong item on both in addition to one short being the incorrect size also and the company is refusing to issue a refund unless I drive ************************************* drive 30 minutes each way to a h and m store. Its a $22 order. They also refuse to send the correct items to me. I provided pictures to them and I feel like Im being penalized for their mistake. The shorts are missing the drawstrings, the stitching on the pocket and the words super soft along the back. I am dissatisfied with their customer service as I have been a loyal customer. I included pictures of the shorts I recommend vs the ones sent.

  Customer response

  08/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by H&M regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order with H&M that included about 6 items. H&M canceled my order days later, for 5 of the items. I contacted customer service because the items were still available on the website. The rep informed me that theyre behind in updating their website, but Ive literally watched the website change over the past couple of days. I asked to speak with a supervisor. The agent placed me on hold and kept coming back to see if I was still on hold because I kept hearing the baby in the background. Finally, she transferred me to a store. The website or warehouse would have nothing to do with a store. I called back and got a second rep. I explained the situation. The rep told me it was a mistake, everything was still in stock and I can reorder the items. The rep asked me repeatedly why was I calling, what did I want from her and what did I want her to do. I asked for an agent ID or her name or how are they identified. The agent ending the call.

  Customer response

  08/08/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by H&M regarding complaint ID ********.
  
  Sincerely,
  ******** *****
  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Merchandise on display rack at the H&M store in **************, ********* had clear signage for items on a rack for $34.99. I was changed $49.99 at check out. The onsite display Manager (******) would not honor the lower price because the rack contained items at various price points. I pointed out that signage (photo attached) confirmed the price as $34.99 since there was no disqualifying language on the sign. She would not budge. I called H&M customer service and spoke with ******** and ******** contacted the store to investigate the situation. ******** spoke with the on-duty store manager ********* ******** confirmed with ************** language on the display sign and agreed that the price of the item should have been charged at the lower price of $34.99. **** agreed with ******** that he would adjust the price, but after hanging up with ********, I would told that if the lower price was charged, it would become a final sale. I advised **** that I would not agree to a final sale since I was purchasing the item as a gift. I paid the higher price and emailed H&M customer service (case id **********. ********************** customer service's resolution was to refund me the price difference via an H&M gift card instead of cash. I advised H&M customer service (****) that it was unacceptable but I was told either to take it or leave it. I begrudgingly agreed and advised I would file a complaint with the relevant authorities.

  Business response

  07/15/2022

  Thank you for sending this over.  From here at the customer service center we do not have the ability to process refunds or price adjustments for items that were purchased in a store location.  For this reason we can only offer a gift card for the price difference or ask the customer to return to the store.  Based on the details of your complaint you were offered the item at the less expensive price but you declined; however we still plan to send your gift card for the price difference.  You can look forward to receiving this next week.  If you no longer wish to keep your item and would prefer to return it instead you may do so at any of our store locations.

  Customer response

  07/19/2022

  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 originally did not accept the lower price because I was told in doing so the item would become final sale.  H&M cannot act outside the laws in jurisdictions it operates in.  Double ticketing is a criminal offence (Competition Act ******, Section 54).  

   

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was there July 10th and paid ***** the seller forgot the give me my bag and I was busy talking to my friends when I was paying. After I left the mall and call them about i forgot to pick the the bag and the seller didnt hand me my bag either. The manager said I dont have the recipe ( I did not get any from them)and they are not going to check on computer or video since theres a lot of customers and refuse to help me. I would like the money back to my card or send me back the item I paid

  Business response

  07/12/2022

  Hello ****

   

  Thank you for reaching out.

   

  I'm so sorry to hear that you didn't receive your bag following a recent purchase in store.  We can absolutely help you with that, but we'll need some additional details so we can locate your transaction.  Can you please give a call to customer service at ************?  You'll find that we'll be happy to help.
  
  Best,

  ***

  Customer response

  07/12/2022

  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]

  Ive called the number thats providing here, the supervisor told me to send normal hm email and see what they can do.  When I asked for the rob who replied here they said theres no rob.    

   

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

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I live in ********** visited ************** in ****** for the day (5/28/22). While at *********, the last store I stopped at was H&M, to look around. I decided to purchase a pair of socks, but after seeing that the items were 50% off, I decided I would grab a couple more socks and underwear & decide which ones I wanted to keep. While making this purchase, I was never told the items I was buying were final sale. Once I left *********, I stopped by my local mall's (Stonebriar) H&M (the same day), to return 2 of the 3 items. After being bounced around by two associates, I spoke to a "manager." After explaining my situation of no one at the previous mall telling me my items were final sale, the manager still told me to drive back to ********* & handle my issue with that store. ********* is about 45 minutes away from ****** would not drive all the way out there just to go to an H&M when there is an H&M 10 minutes from my house. The problem is, the cashier at Stonebriar H&M smirked & told me that "I should have known that I cannot return underwear." Every store does not have the same return policy and if the underwear is unworn and unsealed in the original packaging, I had no reason to believe I could not return it. The responsibility is on the cashier at the register to inform me of the return policy if I was purchasing an unsigned and unmarked item that could not be returned. I will not be driving back to the original mall I made the purchase at because it is too far just to go out there for that. I should be able to return my items at the mall that is closer to me. There's no way in h*** that if I knew I was purchasing final sale items, I would try to return them.All H&M stores should have a policy of verbalizing their return policy to customers. At Stonebriar, I did not hear a single cashier talk about the return policy at the register. How is the customer supposed to know? After the purchase is made, it's too late.

  Customer response

  06/24/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by H&M regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # *********** I purchased 4 items on (5/8/2022), received 3, except (*************) - Muscle Fit Cotton Shirt ($14.45). As of (5/22/2022), I have not received item (*************).*****

  Business response

  06/11/2022

  The customer didn't receive the item because it was sold out. The customer was never charged for the item, once the Warehouse began to pack his item they noticed the shirt was no longer available so it was cancelled off his order. CUSTOMER HAS NEVER BEEN CHARGED FOR THE CANCELLED ITEM

*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. ↩