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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

      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

    Customer Complaints Summary

    • 242 total complaints in the last 3 years.
    • 104 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/09/2022

      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.
      I purchased an item that was sold in packs of 4. It arrived in a pack of 2. I called and they apologized and said it was a mistake that wouldnt happen again. So I reordered the same item and once again I received it in a pack of 2 but meanwhile they changed the item description to pack of 2. After reaching out again and being called a liar they finally admitted they changed the price after my order but They refuse to honor the price and send me the remainder of my order even though they admit in many exchanges that it was their fault. I have proof they sold it to me in packs of 4 and would just like to receive the remainder of my order.

    • Initial Complaint

      Date:08/02/2022

      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.
      I went to H&M a few weeks ago and they failed to provide me with a receipt for my purchase. They said they were out of receipt paper and that I could make a return through my H&M account. They scanned my account through the app, yet it never showed up on my side. This has prevented me from making a return.I have all the details of my purchase on my credit card but no receipt due to employee inadequacy. I have reached out to H&M 5+ times at this point seeking resolution with no final response. My transaction date was April 1, 2022 at store H&M0600 otherwise known as *******************************************. It was a **** credit card that ended in ****. The amount of the transaction was $109.76.They told me they scanned my barcode on my app that would give me a digital receipt at my email address *************** but I never received any digital receipt by email or in the H&M app. I was blatantly lied to and not given a receipt due to laziness of the cashier with refilling the paper and they said they scanned my app but I know now they did not. I provided an example email showing one of the many times I reached out about this issue.

    • Initial Complaint

      Date:08/02/2022

      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.
      Order # *********** I ordered 2 pair of shorts for my son and both were sent incorrectly. Wrong item on both in addition to one short being the incorrect size also and the company is refusing to issue a refund unless I drive ************************************* drive 30 minutes each way to a h and m store. Its a $22 order. They also refuse to send the correct items to me. I provided pictures to them and I feel like Im being penalized for their mistake. The shorts are missing the drawstrings, the stitching on the pocket and the words super soft along the back. I am dissatisfied with their customer service as I have been a loyal customer. I included pictures of the shorts I recommend vs the ones sent.

      Customer Answer

      Date: 08/26/2022

      Better Business Bureau:

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

      Sincerely,

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

    H&M is NOT a BBB Accredited Business.

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