Business Profile

Clothing

H&M

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

242 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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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:07/02/2025
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 spent $6.99 on an item and couldnt return it at the H&M in ****** (******************) since it was a final sale. I wasnt never informed of the fact that its the final sale at checkout. This is a violation of my consumer rights.
Business Response
Date: 07/02/2025
Final sale is indicated by the red tag on any of our items and this should be indicated in stores by signage and the store staff.

The receipt will also indicate final sale items at the bottom to show all items / concepts that are considered final sale.

We also have our returns policy online for in store and online purchases which may be found at:

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

Per policy we would not be able to process a return of refund for any final sale items and as this is an instore purchase, this would be left the discretion of the store manager if they are willing or even able to process the request of returning sale items.
Customer Answer
Date: 07/03/2025
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]
The final sale message was never communicated to me at check-out. I do not accept this response and this issue is NOT resolved.

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

Sincerely,

***** ****

Business Response
Date: 07/03/2025
Final sale is indicated by the red tag on any of our items and this should be indicated in stores by signage and the store staff.
Per policy, we would not be able to process a return of refund for any final sale items and as this is an instore purchase, this would be left the discretion of the store manager if they are willing or even able to process the request of returning sale items.

Our returns policy online for in store and online purchases which may be found at:

*******************************************************
Initial Complaint
Date:06/14/2025
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 placed an order with H&M (Order #***********) on June 8, 2025, using a 20% voucher they had previously issued due to a prior fulfillment failure. I explicitly selected in-store pickup at the ************* location, which I have documented via screenshot.Despite this, H&M processed the order as express shipping, a service I did not select or consent to. I reached out immediately via email, provided proof of my selection, and requested cancellation. H&Ms customer service acknowledged that technical issues can occur between platforms and that I likely intended to select pickup yet they still refused to cancel the order.I was told Id have to wait for the package to ship, be returned, and only then could I seek a refund. This is unacceptable, especially considering I did not receive the service I ordered, was traveling, and had taken specific steps to avoid shipping delays.Worse, H&M then sent me another automated we're sorry email with a second 20% off voucher, as if that should resolve the matter. This was the second time H&M failed to deliver on their service promises in less than one month.I submitted a dispute through ****** with full documentation (emails, screenshots, confirmation of delivery method mismatch) and am requesting that H&M acknowledge their error, refund the purchase, and take accountability for their system and customer service failures.This is not a change of mind; I did not receive what I paid for.
Business Response
Date: 06/14/2025
Hello *****,

We are sorry that an error occurred when you order was put through. Often once an order is placed, we are unable to canceled or adjusted once orders have been dispatched to the warehouse for further processing. I apologize if we were not able to catch this in time to be cancelled. However, now that the order has already been dispatched and since delivered to the location noted in your confirmation, the only recourse of getting this refunded would be send back the original order for refund. You are welcome to register your return online at any time to have those sent back for refund.
If you have any additional questions, please call us anytime at ************

Kind regards,

H&M Customer Service.
Customer Answer
Date: 06/17/2025
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:

The response completely sidesteps the real issue. This is not about a return. This is about your system overriding the service I selected and charging me for something I didnt choose.

I selected in-store pickup at ************* and I have screenshot proof of that. One of your own **** even admitted that platform issues can cause this kind of error. You had the chance to fix it when I reached out immediately, but instead you let the order process and refused to cancel it.

I was charged for express shipping I didnt pick, didnt want, and didnt receive. I was out of town, told my concierge to refuse the package, and to this day its still sitting in the mailroom, completely untouched.

The fact that you sent me two apology vouchers in the span of less than a month says it all. If there was nothing wrong with how this was handled, why try to make up for it? Youve had multiple chances to make this right and havent taken any responsibility.

Im not asking for a discount. Im asking for a refund for a service I never agreed to and never received.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 07/07/2025
Apologies, but upon reviewing this information it seems your concierge did not refuse the parcel as you requested, and it was delivered successfully. I'm sorry this was not the outcome you wanted, but we're unable to refund parcels that are successfully delivered.
As this order was delivered successfully, any refund would be through a return. Please note that orders have 30 days to be returned from day of delivery for a refund back to the same payment method. After 30 days the return portal will close and will not allow for registration of return.
Initial Complaint
Date:06/13/2025
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 am filing a formal complaint against H&M in relation to Case #********* regarding two returned orders for which I was wrongfully denied a refund.Summary of the Issue:On March 28, 2025, I returned items from two separate H&M orders using the companys official Purolator return labels:Order #*********** Order #*********** Both return packages were shipped with full contents, as confirmed by Purolator tracking and weight data, which I still have as proof. Despite this, H&M has claimed that both packages were received empty at their warehouse and have refused to issue refunds.What Happened:I provided screenshots of my return confirmation and all necessary documentation.I was initially told the items had been received.I was later told that the packages were empty and the orders were now missing from their system.I escalated the case, and H&M told me they would investigate with the warehouse.After several weeks, H&M closed the case without resolution, stating they could not issue a refund and advising me to contact **** for a chargeback.Unfortunately, it has been more than 120 days since the purchase, and **** is no longer able to assist.This is unacceptable. I followed all return procedures exactly as instructed, have proof that the items were in the packages when shipped, and yet I am left with no product and no refund. The inconsistencies in H&Ms responses, including claiming they received the items and later that they were empty and missing, suggest internal mishandling or possible theft. I believe this warrants further investigation.What Im Requesting:I am requesting that H&M Issue a full refund for the returned items I am happy to provide documentation, shipping weight details from Purolator, and all correspondence with H&M customer service.Thank you for your attention to this matter. I am disappointed by H&Ms handling of this situation and sincerely hope BBB can help mediate a fair resolution.
Customer Answer
Date: 06/13/2025
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. I contacted the company again and they issued a refund after explaining the issue again to a new agent.

Sincerely,

***** *******
Initial Complaint
Date:06/02/2025
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.
Follow-Up on Missing Refund for Order #*********** Im reaching out regarding my recent order (#***********), which I never received. I contacted customer service immediately after noticing the issue and was assured that I would be issued a refund.Unfortunately, I have yet to receive the refund, despite following up multiple times. At this point, I feel this is my only remaining option to get resolution on the ********* appreciate it if you could look into this issue and process the refund as soon as possible. Please let me know if any additional information is needed from my end.Thank you for your attention to this *********** regards****
Business Response
Date: 06/02/2025
An appropriate case has been opened under reference number #*********. Please note that a creation case can only be initiated 48 hours after delivery to allow the carrier sufficient time to update the tracking information. the delivery on the package was just May 28th.
Once the 48-hour period had passed, we proceeded to open a missing parcel claim on May 30, 2025, in accordance with our policy. We kindly ask for your patience, as the standard review period for such claims is 35 business days, and this time frame has not yet elapsed.
The claim is currently under review by the appropriate team. Once a resolution is reached, the customer will be notified promptly.
Customer Answer
Date: 06/05/2025
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 keep getting the run around and every representative says something different.

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

Sincerely,

*** ******

Business Response
Date: 06/13/2025
Hello ****
Thank you for your patience while we got this sorted out. I can see on June 7th a full refund of ****** was issued back to your **** card ending in ***** While we regret that this order was not delivered to you, we are always happy to have this sent to the correct location, if you wish to reorder your items again online. If you do choose to do so, please feel free to place that again online and let us know your new order number. We can adjust the order from there to honor the sales you had previously in the original order.
If you need any additional assistance, please call us anytime at ************.

Kind Regards,
****
H&M Customer Service
Initial Complaint
Date:06/02/2025
Type:Sales and Advertising 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.
*********** Im filing complaint as I returned all items under hm return label. **** picked up the package and since 5/16 theres been no scan. Feeling anxious I called in to hm and they created a case and was told theyll provide a refund but I havent received updates. Problem is I cant do anything on my end since hm restricted this return tracking number for putting in search request on **** website Id like full refund on this missing return package Im attaching the return label I used which was provided by ** website And the case number
Business Response
Date: 06/02/2025
There is a case escalated on this issue reference number *********. Our support team is investigating this & is going to reach out to the customer with an update once the investigation is done with the warehouse.
Initial Complaint
Date:05/28/2025
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.
I contacted H & M about my order and when I did I was left on hold by a supervisor named *** who was saying inappropriate things to me on the call, he wouldnt hang up the phone so I could take the survey. He claimed I was never on hold and I saved the screenshot of the call. I also spoke to another customer service supervisor who advised me they would look into the matter. When I called back to check on my order **** got on the phone and started to scold me for reporting him. This man is unprofessional and needs to be looked at for how he is behaving towards customers. The first time he left the call and didnt hang up for 1.5 hours the second call I screen shot it to prove what this guy is doing. I ended up hanging up my self but the call wouldve gone longer had I not. He puts the call on mute call avoidance. Trying to see if my order made it back to you.
Business Response
Date: 05/28/2025
Thank you for taking the time to share your recent experience with us.

Please know that weve logged your concerns and have dispatched your feedback to the appropriate department for review, Case ID *********. Ensuring a positive and welcoming experience for every customer is a top priority for us, and your comments will help us address the issue and make improvements.
Customer Answer
Date: 06/05/2025
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: ***** contacted me from H & M she lied and when she called me I answered my phone and she hung up on me. I have proof on my phone she deliberately hung up the call to avoid dealing with the issue. She then sent a email saying she tried to contact me with no luck, she flat out is lying. Why do you hide these people who engage in such unprofessional and lazy behavior?

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

Sincerely,

**** *

Business Response
Date: 06/10/2025
Feedback has been noted. Customer was unresponsive when called to further assist with issue they need assistance with.
Initial Complaint
Date:05/24/2025
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 number *********** was not delivered to the correct address. I moved in October 2024 to ****************************************************************. My order number *********** experienced the same issue and I phone H&M and asked why my account reverted back to my old address instead of the new address I provided. She said it was a system error and refunded my order and assured me my account information was updated. However, I am out $200 for order *********** for the same reason I called H&M three weeks ago and asked why this keeps happening! She said she would have a manager look into it and have them call me back. I never heard back. I submitted a complaint with ****** and they denied the case based on the order being delivered, albeit to the wrong address! I want a refund for this order asap.
Business Response
Date: 06/09/2025
You order was placed via H&M ******. Please reach out our H&M Cananda customer service line for further support. The number is the following, **************
Initial Complaint
Date:05/24/2025
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 have placed an order over 1 week ago. Where at that time my email address on file could not be changed ( one from 20 years ago was on my account ) called customer service after order was placed. He couldnt fix it for hours. Then he put wrong email in. I havent been receiving anything. No updates. Even with the second email that was added which was mine. Unsure if he miss spelled something. Had a split package one was delivered to the store. One was supposed to be delivered to my house the one delivered to the store I wentto pick up where I was encountered by a super rude racist employee who is extremely disrespectful at the ********* location when trying to pick up package, see humiliated me in front of every One in the store, which you could actually ask your own staff because they are the ones who heard it and somebody took me in right away after hearing your other employer speaking to me in adisrespectful manner a complaint was made to two of your managers. When I went home, I realized one item was missing. I had zero communication that this item was missing in my bag again now its beenover a week and the second item thats supposed to be delivered to my house is nonexistent. I called customer service. They told me I have to till after June 5 to call back if I do not receive it This has been the worst customer service experience in my entire life. H&M has the worst employees and the worst customer service in this day age placing an order online should not be this difficult should not be harassed and should not be discriminated against. I am trying to return allof my items and never shop with H&M ever again. This has been the worst disrespectful encounter And yet I still do not have my items and do not feel comfortable going into the store to return my items at this point after being extremely disrespected and humiliated by your own employee when speaking to customer service, I have had zero respect zero respect after dealing with such a terrible encounter
Business Response
Date: 05/24/2025
Hello,
Thank you for reaching out to H&M ***************** I just tried to call you, but I may have reached out at a bad time.
I'm so sorry to hear you had this experience with our delivery services. Please know that this is not the experience I want for you. I want to provide a resolution as soon as possible and make things better in any way I can. At your convenience, please feel free to call us back directly at ************. We can take a look into your account and will be happy to provide some compensation based on your experience.
Again, I do apologize for the inconvenience. In the event you had any additional questions or concerns, please do let us know. We are always happy to help.
Customer Answer
Date: 05/28/2025
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 did not actually try calling me I did not receive one phone call / voicemail / email from them thats a lie
this company is completely full of lies and terrible customer service

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

Sincerely,

*** ***

Business Response
Date: 06/09/2025
I received your BBB complaint and tried to call you to discuss.

I'm so sorry to hear your shopping experience hasn't been the best and understand your frustration.

Please give us a call at ************** so we can continue this conversation as we must speak with you directly.
Initial Complaint
Date:05/22/2025
Type:Sales and Advertising 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.
Online states you can return with tags attached an no receipt. However, you in store policy says no returns with no receipt. Your online presence does not match your in store policy therefore an exchange should happen. I would highly suggest you update you online policy to match your in store policy so you do end up with a class action lawsuit for misreprentation.
Business Response
Date: 05/23/2025
Hello,
Per our established policy, which can be find on ****** > **************** > Returns & Refund > Return Policy, it states the following:
"Merchandise cannot be exchanged or returned without a valid receipt.
H&M will refund most items within 30 days of delivery or purchase date provided they are in resellable condition, have not been damaged, soiled, washed, altered or worn and that all labels and tags are attached." To read more about our policy, please click on the following link, *************************************************************;
Both, online and in-stores have the same policy.
I hope this information is of great help.
Best,
H&M ****************
Initial Complaint
Date:05/22/2025
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.
Complaint to BBB H&M (Online Order Never Received)Business Name: H&M Date of Transaction: August 30, 2024 Order Total: $114.75 Issue: Shipped but never delivered I placed an online order with H&M on August 30, 2024, for six items totaling $114.75. The order status changed to shipped the next day, but I never received the package. I waited, assuming it was delayed, but it never arrived.When I contacted H&M customer service, they informed me that because I did not report the issue within 30 days, I was no longer eligible for any assistance. Furthermore, the representative suggested that the fact I waited so long raised the possibility that I might have stolen the package myself. I found this accusation to be both offensive and inappropriate.I believe H&M failed to provide the product I paid for and refused to take responsibility. I am requesting a full refund or a resolution that acknowledges the missing package. I can provide order confirmation and any other related details if needed.Thank you for your attention to this matter.Desired Outcome: Full refund of $114.75 or product re-shipment
Business Response
Date: 05/22/2025
After a thorough investigation, we have confirmed the order was completed and the customer reached out to us after the appropriate timeframe. Unfortunately, we are unable to approve a refund for the order.
Customer Answer
Date: 05/23/2025
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]
I respectfully disagree with H&Msresponse. While they claim the order was completed, I never received the merchandise. Moreover, I was not informed of any specific timeframe within which I had to report a missing delivery.

As a consumer, I have the right to receive what I paid for, and I find their dismissal of this issue without further investigation to be unacceptable.

I hope they are aware that their Better Business Bureau rating is D- because of failure to respond to 90 claims against
If necessary, I am prepared to consult with a prominent consumer protection law firm, particularly one that handles class actions.

I suspect this is part of a wider pattern of unfulfilled orders, it may warrant broader legal attention.

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

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H&M is NOT a BBB Accredited Business.