ComplaintsforH&M
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I received a message regarding a delivery on 11/06/21 from *** for an H&M charge of approximately $194. When I spoke with ***, I was told I needed to contact the ************** could not assist me. They stated the package was delivered to *******************************************************************************. I have not lived at this address for over 5 years! I contacted ***************************** stated that their system did not update my ****************** address when I previously made the request & that there was nothing they could do. *** said they would not pick the package up & H&M stated they would not reship or credit nor update my information. I requested to speak with a supervisor. After a meeting 15 min hold, I was told none was available. I requested H& M to delete any account with my information & the H&M rep stated she could not do so until November 17th & I could call back November 17th.,Customer response
12/19/2021
At this time, I have been contacted directly by H&M regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
I called H & M on 11/17/21 & was told I would be issued a refund. To date, I have not received a refund nor a response from H & M.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer response
01/21/2022
Better Business Bureau:
At this time, my complaint, ID ******** regarding H&M has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***************************Initial Complaint
11/02/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered winter coat from H&M. It never arrived so I called requesting they either send again or refund. They refused saying they will have to perform an investigation and it will be several weeks. I explained that that is stealing. You can't pay for goods to be delivered and either never ship it or ship it to the wrong address. I didn't know companies in America could do this.Initial Complaint
10/29/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
1: *** delivered to wrong house. H & M will not contact *** for 14 days and will not refund for same. *** will not let me file a complaint or report delivery error because H & M has to.2: I have encrypted email. Prior to opening H & M account and app, i never ever ever ever received spam email. 6 hours after opening account, i start to receive an ever increasing amount. It start with 6 or 7 A DAY, and has increased to 20+ A DAY.H & M have basically said, Tough. Your just out of luckInitial Complaint
10/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a dress during Covid when we could not try on clothes, I came back to the mall months later and they wanted me to oblige with their 30 day return policy, um Im sorry but Im not going into a mall because of your lame policy during Covid 19 again. So the manager told me that I could return it later for something else. I didnt want to stay it was way long lines and nothing that I anted to purchase. I went back there Friday and the lady behind the counter gave me li about returning it even though your other manager told me that it was ok and also told me that I had no time restraints. I returned a $35 dress and bought my son some $40pnats and a white sweatshirt that was on sale for $11.00 She charged me $40. I looked at the receipt and told here that was wrong then she told me she was going to fix it an now I see that she still charger me $33 on a $1q5 dollar purchase. I am not driving down there again, how can I get service from someone who knows how to ring up customers correctly?Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed order *********** with H&M the beginning of sept for my b day at the end of sep. The order was incredibly late 3 wks to be exact, the team even sent an automated apology email. The order showed up on my actual birthday on 9/29 with an item missing. Instead of my order they sent me children's clothing. I chatted with them, they said I would need to send the wrong items back. I havent been to a post office in like 2 yrs. I chatted a second time just asking for the refund for the missing skirt and was told the same thing. I will only get my refund once the childrens clothes are received. I order online because I dont like going to stores with large crowds. I dont understand why they cant process my refund for an item I paid for, and have not received. THEY SENT ME THE WRONG STUFF, WHICH WERE WEEKS LATE. I just need the refund for the skirt which I paid for and have not received.Initial Complaint
10/04/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a pair of pants that were defective. There are areas of the pants that the fabric die did not color fully leaving splotches. I attempted to return this at the store but the store refuse my return despite my having the tags of the item and receipt to the item.They offered no explanation other than that do to the item being defective they will not take the return. These are cheap pants but my complaint is more about the devious practice and the fact that the company does not stand by its products and issue returns or exchange on defective items.Customer response
11/14/2021
Better Business Bureau:
At this time, I have not been contacted by H&M regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
09/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 20th I placed an order for 2 pairs of ribbed pants, the order came fast and on time as usual with H&M. Unfortunately, 1 pair of pants came with stains all over them, yet the other pair was fine. This leads me to believe they shipped me a pair of used pants. Regardless, handling anything thats covered in stains (which could be anything) is pretty gross to me. I reached out to them and they only could give me an option to return the pants for a refund, they would not ship me out a new pair of pants that I have paid for. I also do not have a printer to print the return slip, which I stated to them. So my only option is to drive 30mins to an H&M to return (during a pandemic which Ive spent most of in my house to avoid getting my immunocompromised child sick) I asked them if they could send me out a pair of pants without stains once I did return these ones, and they said no. Sending people used, stained items & refusing to replace them is just wrong.Business response
09/30/2021
Hello, As mentioned to the customer, they may return the damaged item for a refund. H&M does not offer to replace damaged items. Customer may place a new order for the item. Kind Regards****** VH&M Customer ServiceCustomer response
09/30/2021
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]
They have refused to replace an item that arrived to me stained, a direct fault of their company. The issue isnt returning the item, its that this purchase has done nothing but wasted my time and cost me money to go to an H&M to return, and not end up with an item I PAID for. Telling me I have to place a new order and pay for shipping again (which is not cheap) to get a pair of pants that I dont even have assurance wont come to me damaged. No thank you.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered an item from H&Ms website on 10/22/2020. I never received shipping confirmation and the order never arrived. I was waiting on a refund but I never received it. The card I used to purchase the item has expired and they are not giving me a refund despite the fact that I was told to wait to see if it would arrive. I even suggested to put it on a digital gift card but they keep telling me to check the bank of the card I used. I no longer have the cardCustomer response
11/08/2021
Better Business Bureau:
At this time, I have not been contacted by H&M regarding complaint ID *********
Sincerely,
******* ********Initial Complaint
09/22/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Very very disappointed. About this issue. On Sept 6th i was estatic to place an online order with h&m. I didn't think any thing of it as i waited patiently for my order to be shipped. It took about a week or more to finally get notification that my order was ready to ship. The notification stated my order was ready to ship and that my items would be delivered at an old address of almost 3 years ago. This highly upset me since i have ordered atleast twice from h&m at my current address. Why would my information still state an address that i no longer live at. Hurriedly i called h&m to advise them before my package had actually shipped. I also called *** who told me that the seller would be able to change or cancel delivery. I called h&m back but nothing fruit came out of this. I'm highly upset bse the 2nd time i called h&m they had no notation about my initial call and no updates. On my first call i was met with the rudest representative ever. I'm here with no package and debitedCustomer response
11/03/2021
The company did not resolve my issue but the bank did.
Thank you.Initial Complaint
09/16/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Bought online items ( Order number ***************). They sent the items in the order in 2 different packages. One was delivered correctly and for the other one I receive a message from H&M that I should pick up the package 1-I order online to get the items delivered to a specific address (service H&M provides) because I am not able to go and pick it up myself 2-The address has no problems since the 1st package was delivered correctly days before, they shouldn't have issues delivering to the same address 3-They fail to deliver the items in the time frame promised when I made the purchase 4-H&M asked me to contact **** to get the problem resolved, which is ridiculous since they paid **** to get a service from them, not me. I am sending to BBB as proof , the invoices with the order and packages details and the emails from H&M notifications from package delivered and package ready for pickup. Also, the chat with customer service " They fail to deliver items
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Customer Complaints Summary
189 total complaints in the last 3 years.
66 complaints closed in the last 12 months.