Complaints

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

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• 

  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:05/30/2023

  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.

  Went to H&M store located in ******** ** on 5/20 made 2 separate purchases(21.39+82.37=103.67). Returned items with tags at H&M in ******* on 5/23. During return process computer issues so no receipt was given as proof of return. Reached out to H&M customer service on 5/24 and spoke with **** who advised she could see the refund but was only showing refund of ***** stated she would make a case to see why full refund wasnt processed and i would rec a cb. Never received cb regarding the issue. Reached out to H&M cs 3 times today requesting to speak with a supv regarding the issue. Placed on hold for 30 mins or more with each phone call placed, horrible cs provided, and wouldnt allow me to speak with a supv.

• Initial Complaint

  Date:05/10/2023

  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.

  On April 14th 2023 I had made a return for $46.90. Unfortunately, I was only given a partial refund of $30.05.I also returned another item as well that was never credited that was under another transaction number. After calling 3 times since then and being told that I will be getting a refund for my purchases; I have yet to see the money. Case number : ********* Total refund ***** ********************** **********************:**************

  Business Response

  Date: 05/24/2023

  Hello ******,

  Thank you for reaching out via the BBB regarding your incomplete refund. We are working to overcome an IT issue that is preventing us from issuing the refund correctly, but rest assured our IT team is working on this, and we are monitoring their progress closely. We're very eager to have the rest of your refund issued, and I want you to rest assured that we'll reach out to you the moment our IT team is able to issue the refund.

   

  Best wishes,

  H&M Customer Service

  Customer Answer

  Date: 05/25/2023

  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:05/09/2023

  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.

  On April 4, 2023 I went into the store to do an exchange & purchase. The employee there take my Drivers License and told me to go select another item to purchase due to me having a credit for the item I returned. The employee decided to place my ID into a bag and dispose of the bag with my *** I left the store and returned 2 days later after noticing I was never given back my ID and thats when I was informed and I was told another employee saw my ID and had it placed into a safe. I was told that it was shipped to ******** per store policy and it would be mailed back to. The story has now changed to the business stating it was shredded and I will be compensated $35 for the *** It is now May 8, there has been no compensation. In fact on May 6, I went into the store to make a $20 purchase for which the store manager who is charge of sending me the $35 ring up my purchase knowing the store owes me money. Employees have said things to me about my daughters that were in the store with me that leads me to believe employees are stealing IDs for address purposes and might be involved in child trafficking scams. I believe this is all racially motivated as all the employees *** dealt with are ******** and have not taken the matter seriously. I cannot buy cold medicine for myself and my children as we have been sick. The employees lied to the police about their intent to give me back my ID and/or compensate male for my *** There was no reason at all for the employee to be taking my ID and placing into a bag, thus, never returning it to me. This business has failed to contact me directly by phone as stated, connect me with higher *** on corporate, and is acting so egregious knowing they are at fault. I keep getting email that someone from the store will contact me but Im the single only person doing all the contacting via phone. The business offered me a $50 gift card in which when they sent it the card did not work. They were notified and still have not fixed the issues.

  Business Response

  Date: 05/24/2023

  Hello,
  
  Thanks for reaching out.
  
  We have been actively working with both our customer and our store team to resolve this issue as of 4/29/23.
  
  Compensation was sent to our customer. A money order for $35 to cover the cost of replacing the missing ID was sent via ****** and had an estimated delivery date of 5/10/23. The $50 e-gift card was also emailed once more on 5/16/23, as the customer had trouble accessing our original email with the card details. We have not received follow up communication from our customer since that date.
  
  If the customer is still waiting to receive either form of compensation, we welcome them to reach out to ** directly at *************** for further assistance. We're happy to help.
  
  Kind Regards,
  H&M Customer Service
  

• Initial Complaint

  Date:05/08/2023

  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 have an issue with an online order from H&M. On May 3rd I placed a purchase for $245.70 which was mixed of Home items (vases) and clothing items. I received the box today May 6th and the box had no tape on it (this has happened before with HM orders in boxes). The vases and heavy items were inside and there was no clothing. I called to ask if the clothing was being shipped in a separate package and they told me that it was not. I asked for a refund so I may order these items again. They told me that my account was red flagged for reporting missing items before and there for was not entitled to a refund. I was shocked, this is maybe 150 dollars worth of clothes? There is not the first time H&M have messed up an order - and the first time (recently) I called and the person who spoke to me realized I was supposed to get a second box or the items were supposed to be in the box (again when I bought a tray and vase as well as a dress). I got the dress in that instance but not the tray and vase. I promptly reordered the items with the refund I received that time, because I needed those items and clearly did not receive. I told the customer service rep that I immediately reordered and kept the items with the return, so Im not sure if they are implying that I stole the first items? But I reordered them immediately the same day (I needed the tray for a work project). So now this time the items are again not all present but because *** had this issue before they refuse to refund me? Ive made multiple orders from H&M and only had bad luck with the shipping twice. I do not know why my account would be red flagged. I keep a majority of what I order from them. I paid via PayPal and was unable to submit a dispute as they dont dispute these types of transactions. I simply should not have to now pay for items I have not received. I believe they never got in the box, seems to be an issue when the home items are ordered with clothing as both orders were mixed orders.

• Initial Complaint

  Date:05/04/2023

  Type:Delivery 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.

  My order Nr *********** has been lost in transit.It was supposed to be delivered on April 29. My shipping address is rented *** private mail box, and never once had issue with my many other ** packages being delivered there. The delivery was scheduled for Saturday 04/29. It shows the attempted delivery was at 6:40pm local time. However the *** store closes at 6:30 pm on Saturday. **** clearly wasnt able to access the store and deliver the order. I see that the mailman marked it as insufficient address which is false. The address was entered 100% correct, by me. Unless ** messed up my shipping address and now my package is missing because no one knows where it currently is. I have called the ** hotline multiple times between Sunday April 30 and today - May 2. Your agents are incredibly rude and today I was told to go **** myself and that I shall **** it up and that no refund or replacement will be provided. I understand that ** messed up my shipping address. ** is responsible for my missing parcel. I am requesting refund at this point $51.59

  Customer Answer

  Date: 05/29/2023

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

  I havent received refund either.
  
  Sincerely,
  
  ***********************************

  
  

• Initial Complaint

  Date:04/18/2023

  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 Easter Sunday, April 9th. I attempted to make a purchase in the amount of $234.05. I received a message that the order could not be processed but H&M charged my card twice totalling $468.10. They were closed on Sunday it was Easter so I reached out to customer service via Chat. The representative stated that the charges were on hold and that the funds would be replaced in ***** hours. I have the screenshots! I called back on Tuesday April 11th to let them know that the funds had not been returned. The customer service representative then said that they would escalate the call. I stated that I would like to speak with a Supervisor the customer service representative assured me that there was no Supervisor. But not to worry that they would refund the money on to an H&M card. Today is Monday, April 17th 2023 I have not gotten any type of refund. Back to the original form of payment or on an H&M card. I am out of $468.10 in these trying times, I need my money back. Please help me! In conclusion, it is beyond frustrating to be told so many different lies by customer service representative's who barely speak any English. They are frustrated because they do not understand you and what you are saying. And you are LIVID because as a customer you have done all that you were supposed to do. Report it straight away when it 1st happened. Called several times at nauseum and no still no results! Not a good way to keep the paying loyal customer to want to come back after a horrendous ordeal such as this

• Initial Complaint

  Date:04/17/2023

  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 made a purchase at the H&M store at ************************ on March 1st, 2023. The ftting rooms were closed due to staff shortages, therfore my daughter could not try things on. The staff told me that because of this, any items we purchased could be returned. When I finally had the chance to return 2 of the items, a swimsuit and a bodysuit/top, the store would not take them back because of hygienic reasons. For reference, the two items were never worn, have the tags attached and are in perfect condition. The staff were rude and lied about allowing me to return items.This business lied about their policies and now I am stuck with sixty plus dollars worth of clothing.

• Initial Complaint

  Date:03/28/2023

  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.

  Ive purchased numerous items from H&M, most of which have been good quality. However 2 black shirts I purchased were slightly damaged, but because I needed them urgently for a uniform I purchased the 2. Soon after they began snagging really bad. I searched high and low for the receipt, but couldnt find it. I went to a store and explained the situation, at the time I only had 1 shirt. They took it back and offered an exchange, I told them I had to find the other shirt, which I did at a later time. I spoke with customer service and they said I could bring the 2nd shirt once I find it and Id be able to exchange it.I went to the ******** ********** location at Americana and attempted to exchange it. A manager was called and at this moment I became Uber embarrassed. ****** the manager held the shirt up in front of customers and spoke quite loud saying Ive had good use out of the shirt, and basically that it looked terrible. I tried to explain to let him know I didnt cause all the damage, the shirt just snagged more once I wore it. He also quoted me wrong in front of other customers, when I was speaking to H&M customer service I told **************** I purchased it towards the end of last year. ****** repeated out loud, I just heard you say you purchased it at the beginning of last year. I corrected him and told him I did not say that, it was so embarrassing and caused major anxiety in front of the crowd that was standing behind me.In additional I mailed 2 (orders) packages back and have yet to receive a refund.

• Initial Complaint

  Date:03/27/2023

  Type:Delivery 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 attempted to make two transactions on March 26th, 2023 for $93.00 and they both got charged to my card and yet the order did not go through both times. I can see exactly why this company has an F rating on BBB and I will never in my life do business with this company ever again online and in-person. Also, the manager named ***** who I am pretty sure lied about her name is useless and rude.

• Initial Complaint

  Date:03/21/2023

  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 have not been refunded for all items retuned three times when returning. The first two times they manually refunded the missing refunds and the last time they said they would not. This was completely not my fault. I included the items in the package and the warehouse did not process the correct refund. The last situation, which Im complaining about, was the third time the warehouse did not refund me for all items returned (all brand new condition with tags). They refunded me for one of the two items in the bag instead of both. I was astonished that H&M simply said they wont refund me when this was completely the warehousess fault. I am not going to shop at H&M if they arent going to refund all items returned! The email from the back office suggested I return in a store, but the store by me closes awhile back. So I have to return by mail.

  Customer Answer

  Date: 04/15/2023

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