Complaints

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

close

Find a Location

H&M has 116 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  H&M

  110 5th Ave Fl 11 New York, NY 10011-5665

• 

  H&M

  300 Monticello Ave Norfolk, VA 23510-2426

• 

  H&M Hennes & Mauritz Inc

  1808 - 1 Dundas St W 18th Floor, Box 47 Toronto, ON M5G 1Z3

• 

  H&M (Hennes & Mauritz)

  3222 M St NW WASHINGTON, DC 20007

• 

  H & M

  9140 Hudson Rd Ste 515 Saint Paul, MN 55125

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:08/28/2023

  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 went online and updated my address then placed an order. I got.notice that my package arrived vutni couldn't find anywhere. When I clicked on the shipping itnsaidnitnwentnto a town that I lived in 5 years ago. I verides my online account ******* it was reflecting the correct address. When I called customer service I was toldI need to call back in 48 hrs. I have to waste my time due to their error and wait 2 days to get my return or items? Doesn't seem fair to me.

  Business Response

  Date: 08/28/2023

  Thank you for your feedback

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  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.

  Good Afternoon,Order no. *********** from the store H&M was delivered yesterday, August 26, 2023. I personally opened the package and realized there were 2 items missing: Oversized Printed Sweatshirt (Art.no. *************) and Long-sleeved Top (Art.no. *************). I requested to H&M to please send me the items since I really want to the items, one of the agent send that I will get a refund since they cannot "reship" anything and purchase the items when I get refunded. Minutes later agent said (literally) "never mind" we cannot refund you and/or reship items. I want the items or refund if the first option does not work. Hope you can assist me with this matter. Thank you,*****************************

  Customer Answer

  Date: 09/21/2023

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

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  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 made a purchase two shirt which were the same shirts but different sizes. Upon figuring out which was the correct size for my son I went over to H&M with my receipt, the shirt unused that was too big (with the tag still on it). The person at the counter said I couldnt get my money back because I need to show them the card I used to make the purchase. I didnt have that card in my wallet at the time. So I was left to read the receipt thoroughly and nowhere on the receipt does it state I need to present the card and when I called the ************* number thats on the back of the receipt the representative said I can get a refund as long as I present a receipt and the clothes still has a tag. Still with this information and speaking to a manager I got the same response and was forced to keep the item I dont want and forced to let H&M keep my money for an item I dont have use for and had everything needed for to get my money back. Its unfair that H&M can force people out of their money with policies that arent even written on the receipt or anywhere else for that matter.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  This is in regards to the case# and order# in the attached word document. I recently saw in my H&M account that there were a few discrepancies with the items I packed for return and was not processed. As I find the dispcrepancies, I contact the customer service about the issue. I end up finding more and when I contact them again the response is that there has been to many reports of missing items and they will not refund me. 1. I register the items I am going to return prior to shipping and I provide a print out of my returns in the shipping box. I do not understand why this issue has happened so often. I don't have the time to always check right away to see if the refund was processed correctly. When I did have time and find the discrepancies, that is when I contact customer service. I definitely feel as if this is a theft as I returned back the goods and I am not refunded properly. This just isn't right. This is an error on their end and they should carefully check to see why this issue has happened especially when I always provide a print out copy. This is not right.

  Customer Answer

  Date: 08/25/2023

  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:07/31/2023

  Type:Product Issues
  Status:

  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 went to the *************** on Friday July 28th 2023 to return lots of stuff I bought online. I asked for the manager once I got there to avoid mistakes because they are common for online returns. The manager arrived at the cash register to help me but asked me if I replicate their clothes or model before returning clothes back. No I replied. I followed with Im just rebuilding my closet and needed new clothes. Hadnt bought clothes in years and you guys keep sending me promo codes on top of encouraging your customers to buy before trying clothes. (they encourage to try clothes from the comfort of your home and return what doesnt fit.) She kept interrogating me because she also wanted me to tell her what i do for work and asked me many personal questions to figure out why I was returning items. I have money and I spent it at H&M. Any business should be happy to have such a loyal customer.. She definitely made me very uncomfortable because she looked and spoke to me weirdlyclike she was questioning my intentions when really all Im doing is spending my money on their fashion and returning what I dont like or what doesnt fit. No one should feel guilty doing returns at H&M. I followed their 30 day return and should be served kindly without interrogation. And to be clear I may have returned what seems to be a lot to then but I kept a lot of it too.

  Customer Answer

  Date: 08/24/2023

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

• Initial Complaint

  Date:07/25/2023

  Type:Product Issues
  Status:

  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.

  H&M got my returned package with 6 items but only refunded one of them to me, I asked their customer service for help but they refused to refund other items which worth $443.67.There are some details:I have a few orders to return so asked H&M customer service if I could return multiple orders in one package. They told me 'yes' and shared H&M return form to me. I filled those forms for each item and included the forms in the return package.After a few days they got my package but only refund one item to me and refused to refund others.They told me that they can not refund missing items but the fact is that I packed 6 items in one package, if they got one, they must got six items.They refused to solve my problem, just sent an email to me to tell me they decided not to refund missing items.Could you please help me get my refund back? Thank you very much!All of the items are in return window. The returned order numbers, prices and order dates are shown as below. All of them are women clothes, the return reasons for some of them are defective clothes, for some are size problems. I have pictures about defect parts.order ***********, price with tax $219.10, order date 06/09/2023;order ***********, price with tax $82.56, order date 06/08/2023;order ***********, price with tax $164.05, order date06/08/2023;order ***********, price with tax $109.00, order date05/30/2023;order ***********, price with tax $44.03, order date05/30/2023;order ***********, price with tax $44.03, order date05/26/2023.The tracking number of returned package is ************************** which was provided by H&M and shipped by **** on 06/23/2023.The only refund I got was order *********** with $219.10. They refused to refund others.Please let me know if you need other information.Thanks again for your time and help!

  Customer Answer

  Date: 08/20/2023

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

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  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.

  On July 18 I went into the H&M in ****** yards to purchase a shirt I needed to go to the gym. Shortly after I left the store I realized I left my water bottle that was a gift from a friend in the store. So when I looked up the phone number they provided at 800 number that seemed like an outsourced line. The representative was able to contact the store and tell me that they have the bottle. I asked if I can go right away to pick it up even though the store had just closed, they said yes. When I got to the store I saw the employee that rang up my purchase. And from the window she told me shes going to go get my bottle.I then waited 20 minutes and nobody came to the door. I called the customer service number again at that point when they attempted to call the store they said nobody is picking up. Now here I am a half hour in so I was not able to go to the gym. Which was the whole purpose of me coming to the store to get the shirt in the first place. So even my purchase was unnecessary at that point. and the customer service rep refused to get off the phone because she knew it was going to transfer to a survey and she did not want me to fill it out.As I was leaving the mall I saw the employee that told me she was going to get my bottle. I asked her what happened. And she said they are holding your bottle you can come get it tomorrow. When I asked her why did she leave me standing outside for 30 minutes like that without informing me. She did not answer and she just walked away.I have since requested them to mail me my bottle because I am uncomfortable and do not wish to go to the store for them to tell me they cannot give it to me again or they cannot find it. Its starting to seem like this organization has very poor management when it comes to customer experience. Because one manager decided to keep my water bottle and not tell me while Im standing out the store. And I guess another manager in corporate emailed me refusing to mail me my water bottle.

• Initial Complaint

  Date:07/05/2023

  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.

  Monday, July 3 I contacted ***** who was the carrier of my package because my apartment number was not added to the label by H&M. ***** had told me I needed to contact H&M and they needed to correct my address. H&M refused to do so stating they were not able to do that and the package would be sent back to them. I requested a ship of my package and they also refused. I requested a refund and they again refused. This company is highly fraudulent.

  Business Response

  Date: 07/06/2023

  Hi ******,

  I have reviewed your order number ************

  The tracking from ***** shows your order is out for delivery as of 7/6. I understand that you have been expecting your order. As a one time courtesy, I have issued you a full refund for the order. Your funds should reflect back into your account within 3-5 business days.  If you do receive the order and no longer wish to have the order, please return it via mail or at your local H&M store location.

  If you have any questions, please reach out to us directly.

  Kind regards,

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

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  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.

  Date/time : June 23rd at 4 pm est. Location: ************************************************************* I purchased an item online that I wanted to return or exchange, they refused to do either as it was swim wear. I said I was not made aware that it was final sale and can I speak to a manager. My receipt does not say it is final sale. Nor at any point during the purchase did it advise it was final sale. The manager, who refused to provide a name, came and rudely said she has the policy at the cash desk. This is a fine print sign that is not easily visible and rendered useless as I made the purchase online. I again asked if they could just exchange the item.I told her this was a very poor experience and she said that is that all I needed? And walked away. I made the call to your property management office to inquire about sharing my experience. While on the phone with you, security approached me, my 5 year old son and baby and said the manager called and are refusing me service and I need to leave. I am currently still in shock. Never have I had such a poor experience with H&M and never have I been treated so poorly by a retailer. You should be aware that this retailer was not acting in good faith today and to call security on me for wanting to exchange my son's swim shorts, shows they are poorly managed.

  Customer Answer

  Date: 07/21/2023

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

• Initial Complaint

  Date:05/30/2023

  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 have tried getting my refund processed with H&M since the 15th of May for a wrong item which was delivered to me on May 13th. It was two items in the order one item was correct the second was the wrong color. H&M keep telling me since the 15th of May that there is an I.T error and that also support team would take 24 to 48 hours to fix issue, and other customer service members say that no, it will take 3-5 business days, others say 1 week, and others have even told me 72 hours to resolve issue. I keep getting different answers as to how long it will take to investigate and resolve my issue, this has been ongoing since the 15th of May for a simple refund of $9.75! I am fed up with them! And I will not pay for an item that I didn't ask for, a wrong item that they sent me, I will not pay for that! The returns process has been done but my refund hasn't, this is unacceptable! This is the order number *********** and this is the wrong item in dispute, instead of this item they sent me a solid white one... ************* Ribbed Cotton Tank ******************* 1 $12.99 -$3.24 $9.75 Also, please find below attached invoice receipt of this order as proof. I hope I can get help in resolving this soon. Thank you.

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  I am writing to let you know that H&M has finally begun processing my refund and should be reflected in my bank account in 3-5 business days. Thank you so much for your help BBB! I am satisfied with the outcome of the resolution of my complaint. 
  
  Sincerely,
  
  *****************************