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

  1328 Broadway-3rd Floor New York, NY 10001

• 

  H&M

  5218 Kings Plaza Mall Brooklyn, NY 11234

• 

  H&M

  90-15 Queens Blvd Elmhurst, NY 11373

• 

  H&M

  1300 Ulster Ave Kingston, NY 12401-1501

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:10/14/2022

  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 purchased a sweater online on 10/3/22. The order number is **************** The order arrived after a delay on 10/13/22. The incorrect item was delivered, instead of my sweater, it is a child's dress. I have attached a picture of the incorrect item. I contacted customer service and I was told they cannot send me the correct item. I have to use my personal time to return the incorrect item at ***** wait for a refund, and then purchase the item again. I was provided a case #*********. This is unacceptable. I am surprised that this buisness does not understand that they made the error and instead of rectifying it, they will make the customer waste their time making a return and then making another purchase.In order to resolve this case, I request that H&M immediately send me the correct item which I already purchased.

  Customer Answer

  Date: 11/08/2022

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

• Initial Complaint

  Date:10/12/2022

  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.

  H & M received my return merchandise back on 8/25. I have called 3 times and done a chat with Cust Serv. in order to get my money back but still haven't received it. To begin with, they sent me the wrong item so I immediately returned it. I just can't get them to issue the refund.Order number *********** Your package number ************************** Delivered with Pitney *****

  Customer Answer

  Date: 10/12/2022

  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:10/11/2022

  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 recently spent ****** at hm.com. These items were items I desperately needed such as a coat and sweaters. Spending that amount of money I would have assumed there would atleast be a signature for my packages. All claim to arrive on the same day at the same time. I havent received any of the 3 packages. I contacted H&M and told me I would not be receiving a refund. This is extremely disappointing because I used Klarna pay in 6 months and still have to pay for it. My order number is ***********.

  Business Response

  Date: 10/11/2022

  We will not be have to proceed with a refund. Customer has reported multiple missing packages in the past where a refund was issued. After the last refund was issued, we let the customer know that there will be no more refunds issued for packages marked as delivered to customer's address.

• Initial Complaint

  Date:10/06/2022

  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.

  On July 27, 2022, I contacted H&M via chat. I chatted with an agent to return orders #*********** and ***********. The agent advised that the order was outside the return period but said I can still ship the orders back and emailed me return labels.I shipped the items back and never heard anything. I've returned items to H&M before and never had any issues so I did not keep up with the tracking. On September 8, 2022, I reached out to H&M again via chat and spoke with ******* who advised that a case( Case# *********) had been opened since I reached out on 9/7/2022. She provided me with the case number and advised me there was nothing further needed on my end and that I would receive an email once my case has been updated.On September 18, 2022, I reached out again to H&M via chat and spoke with ***** who advised that I file a dispute with my bank. I asked for a copy of the return label to track the orders and was advised that they do not have access to return labels sent to customers.On September 20, 2022, I contacted H&M via phone and spoke with an agent who said she was able to see that my order was returned on September 17th and emailed me copies of both labels. She said there was nothing else I could do on my end and to contact my bank.I contacted ***** who process the payment for my order and they advised me they cannot dispute the payments and to contact my bank. I contacted my bank and was not able to dispute the order through them because I received the order and they do not process disputes for return orders.I have been getting the run around with this situation and I am indeed frustrated. I do not have the items I purchased nor do I have the $131.84 I spent on the orders. I dont understand why an agent would tell me to still return my items and proceed to email me shipping labels if they knew I would not get a refund.Im hoping to get a resolution to this situation asap.

  Business Response

  Date: 10/06/2022

  Hello,
  
  We are not responsible for orders older than 6 months that are returned, as our system is no longer able to refund these. If we had a proof of return receipt from the customer, we would be able to partner with the carrier to determine if/when the items were received. Our warehouse has a policy that requires them to return any orders that are older than 6 months. Since this customer contacted us, we have checked with our warehouse management team twice, and they have no record of this return. Therefore, we are unable to assist any further.

  Customer Answer

  Date: 10/12/2022

  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:09/29/2022

  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 order #*********** on 8/28/2022 in the amount of ******. It was packed on 08/28/2022 and set as "shipped" on 08/30/2022. H&M's policy is to not allow cancellation after the status has been set to "shipped." Clearly, the item has not been shipped in a month/4 weeks. So, basically, they have not shipped my package, and I have no idea if I will ever receive it, but they are keeping my money. A month is an unacceptable amount of time to wait when they advertise shipping within 3-5 business days. **************** has not been helpful. Obviously, I will never purchase from this company again.

• Initial Complaint

  Date:09/19/2022

  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 placed an order with H&M and was so excited to receive my package. On the day that it came I went immediately to my mail box and checked for it. I was at least expecting a key to be in my mailbox to the lockers the contain the biggest packages. It was nowhere to be found. Later, at the direction of H&M, I asked people if they had mistakenly gotten my package or if they had seen it anywhere. One person did tell me they saw a package sitting in the lobby. I went and looked all over the lobby and could not find a package. I contacted H&M to see if they could replace my items or refund me. They said they would not due to having a missing package in the past.

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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 the transaction: I went to the mall on 08/28/2022, and the transaction was posted on 08/29/2022.I contacted H&M because, at the time, I intended to pay for a credit card transaction, but their internet went down. I was asked to pay with cash. The next day, I had a credit card transaction appear on my bank account for $125.63. I contacted my bank, ***** Fargo, to dispute the transaction, and they allowed the charge to go through, stating that H&M confirmed the transaction as valid. I'm not clear how the transaction could go through without any internet. I contacted H&M, who confirmed that only a cash transaction was processed. They can find no record of the credit card transaction. I supplied H&M with a copy of the bank statement showing the credit card transaction. I have an email trail confirming the cash transaction, and H&M is looking into the credit card transaction. I followed up with H&M and have not received a response. They keep changing the follow-up dates in the email trail and never address the issue. I am asking for a refund of $125.63. I'm sorry, but I live paycheck to paycheck, and this is a lot of money that could be used for bills or groceries for my family. I will include a copy of the email. I will file a similar complaint regarding my financial institution.

• Initial Complaint

  Date:09/07/2022

  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 bought some clothes from H&M Store for my daughter. However, the H&M clothes have serious issues with toxic materials. It caused my daughters skin rashes and itchy. I request H&M to contact me immediately for a resolution.

• Initial Complaint

  Date:08/26/2022

  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.

  Immediately after placing an order on the H&M website, I discovered that there was a substantial error on the address (I dont know how they were able to charge my credit card without the right address, but the address they are planning to ship to is not mine or anyone I know). I contacted them right away and was told that they would not correct it and that I would have to wait until the delivery date to file a missing package report with them (I went through their chatbot, chatted with a person, and then called on the phone). Since the items ordered were for back to school, they have taken my money and are refusing to address my problem at allso my daughter will be without the new clothes for the first day of school

  Business Response

  Date: 08/26/2022

  Hello *********!

  
  
  Im sorry to hear that your items are headed to the wrong address. I know how stressful situations like this can be, and I will do my best to find a resolution.
  
  
  
  Once an order is placed, we are unable to make any edits to it and only have a small window of time to cancel the order. It looks like the order you placed has passed that timeframe. Because of this, we will need to follow our policy for missing packages. I don't want you without both the items and the money for so long. While I am not able to fully refund the order, as a courtesy, I have processed a 50% refund for you on the order. You will receive those funds back to the original form of payment within 5 business days of your order being shipped out. Please reach back out to us once your order has been marked as delivered so we can further assist you.
  
  
  
  If there's anything we can help with in the meantime please don't hesitate to reach out.

  Customer Answer

  Date: 08/30/2022

  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:08/19/2022

  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.

  ORDER DATE 05/22/2022 ORDER NUMBER *********** Hello,My wife ordered an item a couple months ago valued at over $35. She instead received baby clothes worth under $12-$13. We went to a local h&m store to return the item and they denied the return because the values of the items were not 1 to 1. Due to personal reasons, we just circled back to addressing this issue. Weve now spoken to customer service 2-3 times and they are refusing to ***** us a refund because its beyond the return period. This is ridiculous because we received the wrong item, the wrong item was below the value we paid, so reasonably this return period shouldnt apply to this situation. We are extremely upset as weve now spent so much time addressing an issue caused by H&M and were not even left with an item thats of value of what we paid for.Thanks

  Business Response

  Date: 08/20/2022

  Customer has been fully refunded on our end for wrong item received and reach out to for communication on this resolution.

  Customer Answer

  Date: 08/24/2022

  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,
  
  *******