ComplaintsforH&M

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against the H&M store at ************ regarding my visit on August 12, 2024, around 4 PM. The service I received was deeply unsatisfactory and included:Billing Errors and Disrespect:During my purchase, there were significant errors in billing, including incorrect charges and a problematic refund process. When I brought these issues to the attention of the staff, their response was both dismissive and rude. The staff member reacted with sarcastic comments like NOW WHAT and displayed a lack of urgency in addressing the errors. This dismissive attitude, coupled with the staff's apparent unwillingness to rectify the errors promptly, left me feeling deeply humiliated and disrespected.Public Embarrassment and Discrimination: he situation escalated when, in the presence of other customers, the staff member openly criticized and belittled me while handling the billing errors. This included derogatory remarks and an overall attitude that felt discriminatory. Instead of resolving the issue discreetly, the staff member made a spectacle of the situation, which caused me significant embarrassment and distress. I felt publicly shamed and devalued, which had a profound negative impact on my self-esteem and well-being.Lack of Assistance with Packaging: Following the resolution of the billing issues, I received no assistance with packing my items, a basic service expectation. The staff member rudely shoved my items aside and left me to pack them myself, f Broken Carry Bag and Indifference: As I attempted to pack my items, the carry bag provided broke, causing my purchases to fall out. Despite the inconvenience and potential for damage to my items, no staff member offered assistance or expressed any concern. This shows lack of empathy and care.The stores response with discount coupons was inadequate and did not address the issues or offer a personal apology. I seek your assistance in addressing this matter.

  Business response

  08/22/2024

  Good Afternoon ******,

  We are sorry to hear of your experience in our stores. This is definitely not the kind of experience we want our customers to have. I do see that you have been in contact with our customer service line and your case was escalated to a manager. The feedback was sent to the district manager and will be provided to the employees involved. The H&M case reference number is *********. We have replied to your email as of today and are waiting back to hear from you. We apologize for the trouble and hope we can resolve this for you. 

  Customer response

  08/27/2024

  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

   

  nobody from the business has contacted me yet.[ i am still awaiting the response.

  please keep the case open till resolved.

   

  thanks,

   

   

   

   

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

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

  Business response

  08/31/2024

  Hi ******,
  
  Thanks for following up regarding your visit to our ************** store on August 12th.  
  
  We greatly value your feedback, and never want you to have anything but a fun and welcoming experience in our stores. We partnered with our store team after receiving your feedback ensure that our proper service procedures are followed moving forward. Although we are unable to disclose the complete actions taken at the store level, please rest assured that swift and appropriate action was taken to address the poor service you received during your visit.
  
  We also provided your contact details to our store manager so they could contact you directly, as you requested. They let us know that they would be reaching out to you by the end of the week. If you have not heard from our manager, or if there are any unresolved billing errors, we welcome you to give us a call at ************** so we can best assist.
  
  Our offer to send 2 store coupons for 20% off an item is still extended as an apology. We'll just need to confirm your mailing address to send the letter. 
   
  Please let us know if you have any additional questions. I hope you visit us again soon and give us a chance to show you how we have improved!
  
  Kind Regards,
  ******************  |  H&M Customer Service Supervisor

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of leather sock boots from & Other Stories on 11/24/2023 and upon delivery and one single wear, the leather started to bubble. On 12/5/2023 I contacted customer service and explained the situation. I told them that I had worn the shoes one time, and that the leather started to bubble. They replied that returning them would be no issue, and even sent me a promo code to purchase a new pair, which I did on 12/6/2023. On 12/19/2023 I got notified that because the shoes I returned were "worn" they would not accept them and promptly sent them back to my home, leaving me with two pairs of the exact same shoe. I contacted customer service and got extreme push back with no resolution. I even got the customer service agent to review and send me the transcript of the conversation I had with the first ****** where they told me that returning the shoes after them being worn once WOULD BE NO ISSUE. I tried disputing this with my credit card company on 12/19/2023, and on 2/7/2024 I got notified that they "could not find my account with this information available" even through I provided all receipts, order numbers, conversation transcripts from my initial chat, ect. I would like a refund from this company. Regardless of your rules, your employee told me that returning the item would be no problem, and then you all backed out on your word. I now have two pairs of the exact same boot.... I have also logged in to my other stories account, which I placed many orders on, and the history is wiped out. I have proof I have made purchases under that account via email confirmations.Looking forward to resolution.

  Business response

  08/20/2024

  Hello,

  
  Thank you for contacting us. We hope this message finds you well. We believe customer is referring to ORDER **********. The Leather Sock Boots looks like they were purchased for $149.25, less than what customer is requesting. For any items that are deflective we do have a process where the item needs to be mailed in for inspection first. After careful consideration by our warehouse team and management team, the item has not been deemed to be a quality issue and was returned to customer due to heavy use and being worn. 

  Customer response

  09/11/2024

  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:

  Please see transcript showing that I disclosed the boots had been worn once. The customer service agent said returning the boot would be no issue, and sent me a coupon code to match the price for purchasing a new pair, which I did. 

   

   

   

   

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

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

  Business response

  09/12/2024

  Hi,

  Customer has been reached out to. Thank you for bringing this to our attention. 

  Customer response

  09/12/2024

  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]

  Please see attached screen shots of my initial conversation with customer service on 12/5 (which is the date from when the chat conversation happened) and an email with that transcript from your customer service on 12/19  

   

  I DO NOT ACCEPT THEIR OFFER OF RESOLUTION.   

   

   

   

  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:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The store & other stories is owned by H&M. Today I paid $159 for a dress in their store at *********************** On my way home I saw that it was on sale on the website for $64.99. I spoke to the corporate customer service, the store manager and online chat. I was told that I would have had to point out the discrepancy at the time of purchase. I could certainly buy the dress online and then return the other one to the store. They insisted they could not rectify the discrepancy without my being physically present in the store. But that would entail an hour of my time and the cost of transportation. Ive never heard of any corporate retail that does not charge the same price online as in store. This seems to be discriminatory pricing designed to deter the consumer from getting the lowest price.

  Business response

  08/02/2024

  Hi!

  Thank you for reaching out. We are unable to make adjustments at the customer service center for store purchase. The dress would need to be returned to & Other Stories store for the adjustment or a full refund if the customer was to move forward with purchasing online. However, the dress that's pointed out online is not the same dress. I added some attachments for your review. Also here is the link the customer shared *********************************************************************************************************************;If you scroll down to details within this link you will see the product number is ********** which is very different from what's listed on the customers receipt. Customer receipt has product *******

   

  I hope this was helpful. 

  Sincerely,

  &OS Customer Service 

*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. ↩