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Business Profile

Clothing

H&M

This 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

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.

    Please enter a valid location.

    • H&M

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

    • H&M

      300 Monticello Ave Norfolk, VA 23510-2426

    • H & M Clothing

      10250 Santa Monica Blvd Los Angeles, CA 90067-6501

    • H&M

      301 Light St Ste 1575 Baltimore, MD 21202-1045

    • H&M

      1026 Florence Mall Florence, KY 41042

    Customer Complaints Summary

    • 243 total complaints in the last 3 years.
    • 105 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/26/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 on 1/24/23. I should of checked this site first. I received an alert on 1/24/23 that order was processed. 1/25/23 another message package in route then same day another alert delivered. Was never delivered. I track down and call e-commerce *** they say I should receive package anywhere from 1/30/23 to 2/4/23. That is way past the 3-5 business days they claimed I would receive my order. But the kicker is *** then drops the package at ***************** Post then they have to process the package. We all know how horrible they are. I believe H&M and e-commerce *** are breaking the law with falsely advertising information to the customer concerning delivery dates. I do hope someone in our government sees this and fines the h*** out of them and stop all this corruption. I highly recommend to never order online from H&M ever period. I would not support them by being a loyal customer even with shopping in their store. These companies need to be investigated and be dealt with accordingly. Fine them until they change their policies and stop lieing to the customer.

    • Initial Complaint

      Date:01/23/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 January 21st 2022 I went to H&M to make a return on a purchase I had made previously. I heard next, so, I walked up to the register and I told the woman, I am making a return, I proceeded to take the item out of the bag and after doing so I pulled up my, View Member ID because it held my receipt. I went to the receipt and the woman at the register very nasty said, I need to see the card I replied, No youre supposed to scan my receipt, as I showed her the last 4 digits of the card that is also on the receipt. She, replied No, I have to see your card I said, No you dont maam I know what card I used, the last 4 digits is on the receipt which she was looking at on my phone. She then said to the young lady who was on the register next to her, Take her take her. Then she said, as she pointed in the direction, Ill do shelf check out there was already a young man there. I said to her, maam why are you acting this way? Ive done nothing to you. At this point all the customers are looking. She then proceeded to make the return using the same steps I had mentioned because thats how its usually done. You never have to show your card because if its the wrong card it wont go through. So, she scanned the receipt from my phone and as Im closing out the app, I head loudly as this woman snatches my phone out of my hand, YOU BETTER NOT BE TAKING A PICTURE OF ME I said, maam give me my phone I am not taking a picture of you. What is wrong with you as I am saying this I had to go behind the counter because shes trying to run with my phone. I took my phone out of her hand, and I thank the lord that was all I had done. The young lady on register with her, uttered, You can not do that to the woman who grabbed my phone. The manager came apologized and made my return. I called the police and they could not believe it. They advice me to reach out to BBB to take things further. I have a scratch on my hand from this maniac and it is all caught on camera.

    • Initial Complaint

      Date:01/18/2023

      Type:Delivery Issues
      Status:
      Answered
      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 thru H&M website and realized the size doesnt match (too large) from the measurement. And I also didnt realized that my item is sale item as final sale because: (1) no where says the item is final sale (2) the web said members get free online return on the item page. And I called the customer and talked to my concern and they dont help. Seems H&M trying to get rid of their item by confusing the customer and there is no where else that I can escalate my issue. I am looking for a better explanation why the policy isnt match description on items.

      Customer Answer

      Date: 02/11/2023

      At this time, I have been contacted directly by H&M regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       It's actually not contacted directly by H&M and the fact is because I sent them message before file the complaint, so they reply my message but issue still not been address.

      However, I understand it's hard to fight with international company because they always have their opinion, therefore in this stage, I will just give up. 

       

       

       

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

      Sincerely,

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

      Business Response

      Date: 02/27/2023

      This is in our returns policy which is made available on the H&M CA website:

      WHAT ITEMS ARE CONSIDERED FINAL ****?
      For hygienic reasons, bodysuits, hosiery, underwear, swimwear (excluding bikini tops), cosmetics, earrings, and face masks cannot be returned online or in stores.
      Sale items are final sale returns or exchanges will not be accepted.
      Items marked final sale cannot be returned or exchanged. We reserve the right to designate any other items as non-returnable in our discretion. Any such designation will be noted on each item detail page. Items purchased with a discount code or during a site-wide promotion are not considered final sale unless they are in the **** section. These are subject to the same return policy as full-priced items.
      We do not accept returns of restricted items. Read more about restricted items.
      Gift cards are Final Sale.

    • Initial Complaint

      Date:01/03/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 online purchases for Christmas on 12/19/22, order number *********** for $336.27. I am an H&M member and I made the purchase using an offer that was in my account. Two of the items that I gave to my husband were too small and would need to be EXCHANGED for a LARGER size SAME COLOR. One of the items was sold out online and I found a local store(from H&M customer service) that had the size I needed. I went into the store to EXCHANGE the jacket for a larger size and to my surprise the store refunded me the price that I paid online(which included the offer that I had, which had the item discounted) and wanted to charge me the regular price with no discount for the correct size that I needed. After asking for a manager, someone came to the register who stated she was a DM and she offered NO help.just provided me with the customer service number and told me that they could not price match the online price. This was not a price match situation.it was an EXCHANGE!!!! So again, I was told from the store staff and the dm that they could not exchange out the jacketbut I would have to buy the jacket at the regular in store price. This makes NO sense. I only wanted to EXCHANGE the jacket for the same style, same color.just a different size. The store management team did NOTHING to accommodate me as a customer as well as a ********************** member. Policy need to be changed to accommodate customers needing to exchange sizes in store from online purchase without having to pay more money!!! Because my husband was in love with the jacket, I purchased the jacket all over again and paid more money,. This was a RIPOFF off and H&M should be ashamed of a policy that punishes the customer because their sizes ran way too small. Merry Christmas to me.

    • Initial Complaint

      Date:12/27/2022

      Type:Delivery Issues
      Status:
      Answered
      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 online order December 12. My credit card was charged and the order shows as shipped via DHL December 13. I tracked the order daily for 2 weeks and there was no movement of the package. I contacted DHL multiple times and was told they never received the package from H&M. H&M has not been able to prove they ever handed over the package. They are refusing to issue a refund. This is fraud. H&M is charging customer credit cards and never shipping orders. I spoke to customer resolutions associate ****** who told me this is company policy. An H&M employee is admitting they charge people's credit cards and never ship orders. My order number is ***********.

      Business Response

      Date: 01/11/2023

      Hello, 

      We apologize for the delays, however, we have already refunded this package as of 12/28 after advising the customer to reach out to us on that date as that is when we would be able to process the refund. We apologize for any delays and would please advise them to reach out to the their banking institution to ensure the refund has fully processed and if issues persist to please reach out to us at the earliest convenience.

      Best Regards,

      H&M Customer Service

    • Initial Complaint

      Date:12/27/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 under Order # ***********.These items were shipped under 3 packages and supposedly delivered all at the same time, on December 15th. They deliveries were handled by both Purolator and ************ with Purolator claiming the items were delivered in ******** and *********** claiming the items were delivered in ***********. I spoke to *********** and Purolator regarding this and was told that the *********** should be the last points of contact, since they were the last people to have the package.My understanding is that Canada post held the item for pickup, but I do not know what happened after. I called *********** to figure out where the items were and they told me to contact into H&M for additional assistance.When I called H&M to start an investigation with *********** they said they would look into where the items are, however they claim that the items were delivered and signed by me (since that is what purolator says).The problem is I don't think they actually started any type of investigation with ************ if so, they would easily be able to tell that I did not sign or receive any package (as the pickup location should have cameras EVERYWHERE). In addition, the purolator tracking is not very trustyworthy because it doesn't actually show my signature anywhere, and when I asked H&M to provide it, they could not show me any proof at all.The reason they are unable to show that I received and signed for the package, is because I DID NOT. When I tell them to start an investigation with Canada post to confirm what I am saying is true, they refuse! Completely unprofessional behavior from a company I used to shop at very frequently. I even received a document from Canada post which indicates that there was NO signature collected, meaning there is a very high probability that they either have the items, or they did not delivery them to the right place (which can only be determined by an investigation which H&M refuses to start with CP!)

    • Initial Complaint

      Date:12/22/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Made an online purchase of $39.99 late evening 12/21, order number ***********, changed my address because I moved. When I got the confirmation I noticed the shipping address was not updated but billing was. Attempted 3 times to call customer service right away, no one came on the line. Called early morning 12/22, was told it is too late to change address or cancel the order and I should wait a few days and just call and say I didnt get the order and ask for a refund. When I asked to speak to a supervisor I was put on hold and the representative came back and said the supervisor was busy answering calls but that she said my answer is the same. Representative would not give me supervisors name but gave me his. It was ********** Refused to give me last name. I do not want to be penalized because their customer service was not available immediately to address my concern. I do not want to call and lie that I didnt get the package and ask for a return. I would like the item I ordered to be delivered to my billing address as updated on the site or canceled so I can reorder it. I have been shopping at H&M for 20 years, this is no way to treat customers. And the fact that the buck stops with the customer service representative is pathetic, there should be better oversight.

    • Initial Complaint

      Date:12/13/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 about $70 worth of clothes from H&M as a Christmas gift for a family member. After checkout, when I received my order confirmation, I realized my delivery address was wrong. After reading other complaints, I see I'm not alone in this (the website doesn't ask you to confirm your shipping address if you have an existing account even if your billing address is different). Within a few hours after the order was placed (less than 12hrs), I contacted customer service to either update my address or cancel my order. I was told there was nothing they could do even though the order hadn't shipped and that my only option was to wait and contact the shipper to divert the order once it ships.The order shipped 3 days later (should have had plenty of time to cancel) and when I contacted the shipper, I was told the package was ineligible for being redirected.I contacted H&M customer service again and was told there is still nothing I can do other than wait until 48 hours after the package is delivered to the wrong address and open a claim.The representatives themselves were pleasant and it was not their fault, but I am frustrated that the company has refused to assist with my issue. This should have been an easy fix since I contacted them well before my order shipped, but now I have no Christmas gift to give and I'm out $70. The whole situation has been so stressful and frustrating and it's not the first bad shipping experience I've had with this company. Needless to say, I will never order from H&M again.Order# *********** Tracking# ******************************

      Customer Answer

      Date: 01/07/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/09/2022

      Type:Product Issues
      Status:
      Resolved
      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 September 25th, I called H&M customer support about order #*********** without much hope of them helping me because I had barely discovered that a pair of pants that was delivered on April 5th had a defective right pocket that was stitched to itself. I bought multiples of the same pant, so I just never got around to wearing these until September. The representative was very understanding and said that H&M would accept the return outside of the 30 day window because it is defective. That same day they emailed me a shipping label and a form to fill out stating that the reason for the return is defective product. On October 26th, I realized that I hadn't heard anything from H&M so I called customer support and they opened case #********** and informed me that the pants had arrived at their warehouse on September 30th. On October 28th, I was emailed that they cannot process refunds for this order because it has been 30 days and that my item will be sent back to me. It is now December 8th and my pants still have not been returned. When I email customer support about this, they are not helpful at all and just say to keep waiting. I need help getting my pants returned to me or a refund for the pants if H&M lost them.

      Business Response

      Date: 12/10/2022

      Hello ******,

      I'm sorry to hear about your recent experiences with us. I can only imagine how frustrating this has been. Our return window is *********************************** March so your return should have been refused and returned back to you. I took a look in our system and I was not able to locate any information on the package being sent back to you. We certainly don't want you out the money and the item, so I've put in a request to have the item refunded to you. Our system is not typically able to process the refund back to the original form of payment and will likely need to be issued in the form of a check. At your earliest convenience, please respond to the email that's been sent asking you to verify your mailing address so we can further assist you.

      Sincerely,

      H&M Customer Service.

      Customer Answer

      Date: 12/14/2022

      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:12/06/2022

      Type:Product Issues
      Status:
      Unanswered
      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: 11/21/22 Total: ***** Company sent merchandise *********** wouldn't allow me to return in store even though the policy says that you can return in store. Once I return it via **** they refund me less money because I'm not a member. When they could clearly could have done it in store. It's so frustrating and you call the ** line and you can't get transferred to a manager to even explain your situation. I just don't want this happening to anyone and it's unacceptable for a company to treat customers that way giving them the run around because the physical store doesn't want to take a return hit. SUPER UNACCEPTABLE and the saddest things is I don't know who to turn for help I hope you guys can Order:***********

    H&M is NOT a BBB Accredited Business.

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