Clothing
H&MThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Clothing.
Complaints
This profile includes complaints for H&M's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 244 total complaints in the last 3 years.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/13/2023
Type:Service or Repair IssuesStatus: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.
The company delivered the wrong shipment, leaving out 6 of my 10 ordered items. They continue to not resolve the problem despite multiple attempts. They have not given any money back or sent clothes. I have called for support and escalated the problem, and have been told for over 14 days that the problem would be resolved in 3-5 days. When I asked to escalate the matter to a supervisor I was told "no" and to continue waiting.Business Response
Date: 12/28/2023
Hello,
Upon reviewing this customer's issue. We can see that a case was created on November 30th. After carrying out an investigation, we were able to refund the customer for 6 missing items on December 13th. The customer was also notified when the refund was processed. When it comes to missing items, we follow an internal protocol that involves multiple teams and sometimes the process can take a while.
All in all, I am glad to see that this customer was taken care of! H&M strives to take care of customers & we value each and every one! We love to help!
Warmest ****************************************Customer Answer
Date: 01/02/2024
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
Date:12/06/2023
Type:Delivery IssuesStatus:UnansweredMore 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 *********** Please investigate immediately. You are holding my money illegally and not delivering. I ordered these items on November 18th. It is now December 6th and the package is STILL NOT HERE. DHL held this package for an entire WEEK at their facility in ********** and they are now holding it another WEEK in ********! **** doesnt have it and DHL keeps me waiting for 2 hours daily for someone to answer. No one ever does! I ordered these items based on your **** day shipment. False advertisement! The event I ordered them for is this weekend! I need these items! What is the issue?!? You dont even offer expedited shipping and for what reason?! I cant even re-order these items because theyre now SOLD OUT. An absolutely horrible second rate experience. DHL makes your company look terrible!! Please get these items on my doorstep by Saturday. Or refund my entire order. Deplorable service.Initial Complaint
Date:12/06/2023
Type:Delivery IssuesStatus: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 ordered clothes during their black friday sale. My package says it has been delivered but there was no delivery. I checked for three days after the initial message and no delivery came. I called their customer support and they kept me on hold for over 30 minutes and hung up on me. It has been 4 days and I dont have my package and they wont give me my money back either.Customer Answer
Date: 12/06/2023
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
Date:12/04/2023
Type:Sales and Advertising IssuesStatus: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 purchased items online. I went into the store to return. I was informed their return policy had changed where they no longer provide store credit but in-store same day exchange. I asked if there was a time limit, I was told no limit, as long as I had the receipt they would exchange the merchandise. I go into a store today Dec 2, 2023 and they would not exchange my items as they ate over 30 days, eventhough I have the receipt.Business Response
Date: 12/18/2023
Hello,
Our return policy for in-store purchases & online purchases being returned in-store has been the same for quite some time now, as far as allowing exchanges will be made within 30 days of purchase.
Since this was an online order, the customer can contact H&M customer service directly at ************ to see if we can possibly assist with mailing back the return, since the return window has passed for the store.
Thanks,
H&M ****************Customer Answer
Date: 12/28/2023
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:It does not provide a solution.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Initial Complaint
Date:11/29/2023
Type:Sales and Advertising IssuesStatus: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.
Noticed that my order had the wrong shipping address. I contact customer service and was told that because the order was placed more than 15 minutes ago no changes to the shipping address could be made and the order could not be cancelled. I was advised that I had to wait tell the package was delivered and then an additional 48 hours after that before I can get a refund or replacement order. I have items shipped to me regularly and have never had an issue being able to change the address even after it has already shipped. My order number is *********** all Im trying to do is get an address updated and Im being advised theres nothing the company is willing to do to update the address to ensure that the paying customer receives their order for an order that has not left their shipping location.Business Response
Date: 12/14/2023
This is on our **************** page on H&M U.S.:
Once your order is confirmed, we are unable to make any changes, including the delivery address and the delivery option.
However, you may be able to cancel your order and place a new one as we have a short grace ********************* in to My Account and view your online orders under My Purchases. If the Cancel Order button is visible, you may select this option and your order will be cancelled. If the button is not visible, it is too late to cancel as processing has begun. Should you need to, you can learn more about our return options here.Initial Complaint
Date:11/22/2023
Type:Product IssuesStatus:UnansweredMore 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.
Hello I purchased several items on 10/30. I was told i could return them without the physical receipt as it would be linked to my account. When i went to return item to the *********** store:-the reciept did not show up & the manager and cashier would not even give the courtesy to look it up on. Their system and told me I couldnt get money back. Awful customer service and experience and likely a the reason I wont be returning as a customer.Email- ****************** Phone # ************Initial Complaint
Date:11/13/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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.
9-24-2023 H&M Hi I would like file a complaint about H&M for an order I never received my order #*********** I sent it too a *** pickup which requires ID and signature I purchased 6 items and paid ****** thought the paid as go app Klarna. I never pickup the order. The tracking also show the order was never pick up by customer when press tracking. I just my refund. I contact Klarna and H&M several times they keep putting me off. I just my refund for the order I never receivedInitial Complaint
Date:11/08/2023
Type:Product IssuesStatus:UnansweredMore 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 shop frequently at H&M in ********, **.Occasionally I have returned an item if it didn't fit me.On 10/20/23 (18 days ago), I bought a sweater for the winter. I wore it twice and the wool immediately turned into fluffy *****. I showed the young sales person who implied I'd washed it (which I assured her I hadn't),but she said because it had been worn, they wouldn't refund me. I asked to speak to the supervisor, who was also very young, and despite there being nothing on the receipt, nor on the H&M website about not refunding a faulty item, they refused to give me a refund. What they offered was 15% off my next purchase.Initial Complaint
Date:10/10/2023
Type:Delivery IssuesStatus: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.
Purchased an order on 9/25/23, along with 3-5 day shipping. On 10/9 I noticed the package had not arrived and had not been moving on the tracking since 9/28. I had to call only to be told the package had been lost. They could only offer me a refund after I had to ask for one. They could not replicate my order to resend to me. If you promise 3-5 day shipping it is the companys responsibility to ensure the packages arrives. My order was canceled and I will not be receiving my items. A 20% discount was offered which is much less than when I purchased the items because they were already on sale and 20% off is being offered on their website. I should not have to replicate my order and take up my own time. They should have been able to automatically reorder it and send me the items. I will not be shopping with this company again. This is completely unprofessional business practice.Customer Answer
Date: 11/08/2023
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
Date:09/29/2023
Type:Billing IssuesStatus:UnansweredMore 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.
This company failed to credit me for 2 returns. Please handle this case, its fraud!Customer Answer
Date: 10/30/2023
Better Business Bureau:
At this time, I have not been contacted by H&M regarding complaint ID ********.
Sincerely,
*************************
H&M is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited 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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.