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 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

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:12/05/2022

  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 have ordered clothes from H and M on the 26th of November i have not received and information on my package at all. In almost 9 days.

• Initial Complaint

  Date:11/28/2022

  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 ordered the light beige bird toy online and when my package was delivered it contained a bright pink flamingo toy. I contacted customer service for an exchange and now the item I ordered is out of stock. They were super unhelpful and told me basically I was out of luck and I could return the incorrect item for a refund but I will lost $6 due to their return processing fee.

• Initial Complaint

  Date:11/22/2022

  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 placed an order of $77.10 on November 16, 2022. A package was delivered to me on November 22 that contained the correct packing slip which listed the items I ordered, but the package itself contained completely different clothing items. I did not order any of these things. I was told that I needed to return the items, and then I would be "refunded" after they received the parcel. I was then told to reorder my original order. The items I had ordered are now out of stock. And, they will be deducting the return fee cost out of my refund, so after all of this I am the one who is losing money. This wasn't a matter of me simply being unsatisfied with a product I ordered and wanting to return it. They literally gave me the wrong order. Not only will I be receiving NO clothing items, but I will have to pay them $6.00 for it. They made an error, and somehow they don't have to pay a ***** for it, but the money is coming out of my pocket instead. It does not make sense that I have to pay for THEIR mistake, especially when I am receiving *no product*. That is a scam.

  Customer Answer

  Date: 12/17/2022

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

• Initial Complaint

  Date:11/22/2022

  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.

  Horrible shipping. *** placed two orders and both got lost. The first order they eventually gave me a refund. The second Im still waiting to resolve.

  Customer Answer

  Date: 12/17/2022

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

• Initial Complaint

  Date:11/21/2022

  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 placed my first order in problem (#***************) on Nov 4. The item "2 pack rings - blue/cloud" was missing from the package I received. H&M doesn't do replacements, so I accepted the refund and reordered the missing rings in order #*************** on Nov 13 ( isn't this telling that I really did not receive the item, or why would I order again? ) Although the rings that were missing from my first order arrived in the package of my second order, the warehouse forgot to package the item "patterned shirt - Light beige/Smiley" I ordered. So, missing items from two orders in a roll! This time H&M refuses to refund me saying that I have reported too many missing items. Ok, but isn't that their warehouse's fault? How could they expect their customer to pay for their mistakes? Also I feel so humiliated because they are obviously trying to accuse me of being a liar. I've never had any other store missing items from my orders in a roll or being so rude. Please just refund me the missing shirt this time, I promise I'll never report such problem again in the future because I'll delete my account after I get my money back. Please just fix your mistake for me the last time, thanks

  Business Response

  Date: 12/06/2022

  After consideration, we've decided not to refund any more missing items due to the customer's account having previous missing items on prior online orders. We have processed a refund for missing items on 3 out of the 4 orders the customer made within the last *******. Consequently, we will not be processing a refund for this order. We understand your disappointment and apologize for any inconvenience this may cause.
  
  Please consider visiting your nearest H&M store for your future purchases, which can be found via our Store Locator on hm.com.

  Customer Answer

  Date: 12/12/2022

  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:

  They try to make me look bad in their response. I've placed several orders using guest checkout with my email address over the years and never reported an issue. I created an HM account for membership benefits this year. Since March 1,  I've placed 9 orders with them -- 1 in March, 1 in May, 1 in June, 3 in July, 1 in October, and 2 in November. I only reported missing items from 3 orders -- the one placed on 5/15, and the other two in November which were what I complained here. HM only refunded me 2 of the 3 missing items, I had to dispute the charge with my bank for the last one. How do they get that I reported missing items from 3 out of 4 orders or they refunded 3/3 claims I made? The business is such a joke. Not only they do not apologize or try to fix their mistakes, but also they try to shift the blame to their customer by lying. 

   

   

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

  
  Sincerely,
  
  **************
  
  
  
  
   
  

  Business Response

  Date: 12/29/2022

  Hello,
  
  We have 3 different occasions of refunding this customer. 
  
  Order # *********** - Case # ********* - Missing Item - Butterfly Pendant Necklace on 5/21/2022
  Order # *********** - Case # ********* - Missing Return Item - Blue Striped Oversized Poplin Shirt (XL) on 7/3/2022
  Order # *********** - Case # ********* - Missing Item - Blue 2 Pack Rings (XS/S) on 11/12/2022
  
  Our system has a set of checks and balances that it does to ensure that the customer is assisted properly when there are order issues, but also to ensure fairness amongst both parties.
  
  After reading the customer's latest response, and reviewing these cases, I was willing to refund what was previously denied, as a courtesy, since this was a loyal customer. However, I can see that the account has been marked for deletion. 
  
  I am unable to issue any refunds at this time, due to this.
  
  
  Thank You,
  
  H&M Customer Service
  
  

  Customer Answer

  Date: 01/03/2023

  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.

  I am not sure why the following was marked as a missing item(Order # *********** - Case # ********* - Missing Return Item - Blue Striped Oversized Poplin Shirt (XL) on 7/3/2022), **** delivered my return but I didn't receive any update from H&M for more than 2 weeks. So I contacted their customer service, showed them the tracking info and they refunded me. I no longer have the tracking info since the return was made in July. I am glad to hear that H&M finally decided my claim was valid though.

  Sincerely,
  
  *******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/16/2022

  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 of transaction nov 6 First issue with this specific order was it being available on the website and when I clicked the item to purchase the app/ website would redirect me this was around oct **************************************************************************************************************** fulfilled. 3rd was the delivery. Waited until the date of delivery the 14th merchant claimed itll be delivered by 2pm I then get a notification at 1:09 that an attempt for delivery was made after looking at the front and rear door cams it showed that wasnt true. Then those notifications disappeared and changed to the next day at 4pm they never showed now all those updates disappeared and is now only showing it left the warehouse. H&m used ****** ***** a site with horrible reputation for fraud thievery and scamming they dont have any info besides reaching out to **** I reach out to **** they say they never received the package to reach out to the merchant and H&M will only say whats was sent via email or tracking. Then they tell me I have to wait until the end of the month before receiving any refund or any fix! My thing is why all of this back and forth and repeating that the package will arrive when it was already attempted

• Initial Complaint

  Date:11/15/2022

  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 sent back 7 orders to H&M for a return/refund and they were all in the same box with 7 different return slips. They only accepted 3 of the returns and told me that 4 of the orders were being sent back to me. Thats fine, no issue. Its been 2 months since that has happened, this is all from September and they are now telling me they have no record of it. So essentially lost 4 orders worth of clothing of returns and are now telling me they have no record of it when they refunded me for 3 of the orders. I have pictures of the return slips for every article of clothing I sent back to them. I want the money back for the items I sent back that they told me I was going to receive in the mail and never did and now they have no record of it. Their customer service is absolutely horrible to deal with and every time I contact them about this issue all I receive back is an automated message, never a real person.

• Initial Complaint

  Date:10/26/2022

  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 received a pair of h&m pants for my toddler as a gift. They fit fine. I washed on cold and gentle and hung up to dry and they now ride up at the ankles appearing too short and you can see through the material so her diaper is visible. I contacted customer service explaining no tag, no receipt and hesitant to go to the store plus it is a defective product or quality issue. I have wasted time chatting and emailing. No one cares or understands the issue and offers no resolution without a receipt but it was a gift and ultimately receipt shouldn't matter when it is a brand issue. I already can see this is going around and around and being refused a supervisor so here we are. They could have requested pics, sent a prepaid label and we could have exchanged the pants, they could have offered $5 gift card etc but no.

  Customer Answer

  Date: 11/20/2022

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

• Initial Complaint

  Date:10/25/2022

  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 placed on 10/14/2022 for $51.73. it was estimated to arrive within a 5-8 day period. Their website claimed it was delivered when it never was. The claimed delivery date was 10/21/2022. The next order was placed on 10/17/2022 for $47.67. it was estimated to arrive within a 5-8 day period. Their website claimed it was delivered when it wasnt. the claimed delivery day was 10/25/2022. I believe they are being fraudulent with their tracking services and not actually shipping out the packages. I was home during the times these packages were claimed to be delivered and they werent. On their website they said my orders have been returned after receiving full refunds, if the clothes had actually been sent out how were they able to be returned and put back into their system to sell once more.

  Business Response

  Date: 10/26/2022

  Hello the customer package that was ordered on 10/14/22 in the amount of $51.73 was delivered via ***** According to there tracking **********************************, the package was delivered in or at the mailbox at 12:56pm. The package ordered on 10/17/22 in the amount of $47.67 was delivered on 10/22/22 via ****** According to ***** tracking ********************, the package was left at front door at 12:14pm. If the customer is having issue with receiving their packages, I would suggest they reach out to the delivery carrier.

• Initial Complaint

  Date:10/21/2022

  Type:Delivery 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.

  My order number is ************** and my tracking number is ****************. I placed an online order with H&M on October 16th, 2022. When I received the email with the shipping confirmation on October 18th, 2022, I noticed the delivery address was completely wrong. When I had placed my order, I changed my address on my profile to my new address, and then I had to manually change my billing and delivery address for the specific order. When I reviewed the information for the order when I got that shipping confirmation, it looks like they changed the billing address to the appropriate address but used my old address for the delivery address. It seems pretty convenient to me that they were able to get the billing address right to charge my credit card but failed to change the delivery address. My order is now being sent to my old address which is no where near my new address and I have no way of getting this order. I contacted H&M and they said they are not able to do anything once it is shipped. They told me to contact *********** (the courier) to see what my options were. I contacted *********** and they said that only H&M has the ability to redirect the package to the correct address as they are the sender. H&M refuses to give me any options, so now I am out $129.36 and I will not be able to receive my product. My only option is to hope that wherever the package is being sent, the new owners refuse to accept the package and it is returned to H&M, which then I will have to wait for them to receive it back, get refunded, and re-place my order, which means a) the items I ordered may not be in stock b) i wont receive the same discount I had when I placed the order c) I will have to wait an extremely long time for this to be sorted out. H&M has terrible customer service and has refused to actually provide me with any solutions for a problem that they have caused. No problem taking my money though!!!

  Customer Answer

  Date: 11/14/2022

  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,
  
  ***************************