Business Profile

Clothing

H&M

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

242 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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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:05/21/2025
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 ordered a pair of slacks on May, 7, 2025. Estimated delivery was 5/13/25. When no package arrived I contacted H&M customer service via the online chat (I have screenshots of all conversations as their transcript process does not work). Much apologizing and please be patient from CS at H&M. I was told that there was a warehouse issue at H&M and it had been resolved and I was assured that my package would arrive no later than 5/19/25. Please note that it took 40 minutes to get through the 1st time to speak to someone and 25 minutes the 2nd time. I was assured that if I would continue to be patient that my package would arrive no later than 5/19/25 and if it didnt, I would be issued an immediate refund. I told her that I really just wanted the pants but I would wait until the 19th.I reached out again on 5/19/2025 in the evening and got ***** in the chat. She said that if I would kindly be patient and wait until 5/25/25 then if I didnt get the package, she would immediately issue me a refund. I demanded a refund now but after an hour she refused to give it to me. ***** said she talked to her supervisor ****, after me asking multiple times for her to do and said **** said the same thing as her. I would just have to wait. She said that I might still get the shipment. I have screenshots showing that even today the H&M website under Order,(my account) says that the package is delayed and that it had not even been packaged yet. ***** insists that its the carriers fault, but I contacted the carrier as well, before contacting H&M yesterday and they are still waiting to scan the package as received by ***. So no, I wont get the package because H&M has never sent it as they can plainly see as well as I can.I want my refund back plus shipping that I paid and I want it immediately. Tracking is: ******************** from ***. I have screenshots of the status from both sites.
Business Response
Date: 05/21/2025
Hello *****
Thank you for reaching out to us about this order.
I am very sorry about the issues with your orders. I can imagine this would be extremely disappointing to not receive this order after waiting so long. I am unsure what happened with the missing package. Because of this I have issued a refund for that order, and it should go back to the original payment method in 3-5 working days. Along with that, you will receive a confirmation of the refund in 24 hours. Your case number for your reference is **********
I understand the importance of getting what you needed, so I have sent a coupon for your next purchase.Please feel free to use this to reorder those items or save for a later date.
Should you need any additional support, you may always reach out to us here or phone at ************.

Kind Regards,
****
H&M Customer Service
Customer Answer
Date: 05/24/2025
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:05/19/2025
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.
The manager ****** ****** at the ******* town center location lied under oath and took out false charges on me stating that I stole out of the store when she knows I had receipt. She was upset cause I cursed her out. I took out charges on her for lying. They have cameras and police body cam to prove that she willfully and maliciously took out false charges and I am seeking compensation for defamation of character. I still have my receipt and the police are witness that she lied. **** also waited two months to even take out the stealing charges with her as the defendant. This is affecting my employment and will continue to seek compensation for her taking out false charges on behalf of H&M which is a criminal offense. I reposted her to you guys in FEb when the situation happened and also emailed a copy of the receipt to you guys as well as the complaint about her refusing to exchange a pair of pants that I purchased the day before because she sif the tags weren't on the clothes. Please look into this situation as it will potentially cause H&M a civil lawsuit because of her illegal actions
Initial Complaint
Date:05/17/2025
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.
I placed an order on 30/04/2025 from H&M ***, consisting of 13 items. They split the order into two parcels. I received the first parcel (1 item) correctly. However, the second parcel (12 items) was misdelivered to the wrong address in ******, DE a completely different city and ZIP code from my actual address in **********, ***I contacted H&M customer service multiple times via chat and email. At first, they wrongly accused me of having a history of missing orders and used that as a reason to deny a refund. This is false this was my first order from H&M ***. When I corrected them, they changed the explanation and started claiming both parcels were delivered correctly, but only sent proof for the first parcel (which I received and never disputed).I provided proof from H&Ms own tracking system clearly showing that the second parcel was delivered to the wrong address. Despite this, they refuse to refund me and have stopped responding entirely.I am requesting a full refund for the 12 missing items and an acknowledgment of their error in misdelivery and poor handling of the issue.
Business Response
Date: 05/17/2025
Customer was notified about the situation and solution. The reference number for this is #*********. If they have any other questions, please feel free to give our customer service line a call to speak to a manager. **************

Customer Answer
Date: 05/19/2025
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 are telling that they offered a solution, actually no solution was provided. They just did not send me any proof of what they told. They told me :
1. H&M refunded me multiple times before
2. They delivered my parcel to the right address
In fact it is my first order it is crystal clear on my account, and the delivery details that H&M sent me shows wrong delivery to different city.
I sent attachments multiple times, asked for proof of what they said also multiple times but they just did not sent me, told me it is their final decision and stopped answering me.
Dear Mrs/Mr,
it is very unfair situation. 200 dollars is not little amount of money for me, I will surely earn this money and after a while my anger will be gone, but no customer should be treated this way, I felt unheard, unprotected and neglected by H&M. They just tried to justify what is very very clear on their own veb site to just not refund my money. The whole situation is absurd and very upsetting. I rely on you and ask for your help.
Thank you,
Sincerely
*****

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

Sincerely,

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

Business Response
Date: 06/02/2025
Hello, we are unable to take further action with this missing package claim due to previous refund history associated with the customer's registered data such as the delivery address chosen at checkout and the phone number associated with the account. For this, we can only suggest working with your bank for further assistance. Kind regards.
Customer Answer
Date: 06/05/2025
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:

I demand proof of previous refund history, as I stated before it was my first order from H&M USA.
Until showing that proof you are accusing me falsely.

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

Sincerely,

***** *********
Initial Complaint
Date:05/15/2025
Type:Product 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.
Employee ****** ****** refused to exchange merchandise even though I had a receipt and got into an argument with me over it. I cussed her out and even though she knows I had a receipt she took out false charges on me saying I assaulted her and that I stole merchandise from her store. She intentionally lied on me and I am going to press charges against her as well as *** H&M because I contacted you guys about her and I even sent the receipt to you guys. You have camera where you can prove that your employees lied under false pretenses and I am taking this to the full extent of the law.
Business Response
Date: 05/15/2025
Thank you for contacting H&M ***************** We apologize for any inconvenience and are committed to resolving issues promptly. Due to the nature of your concern, we kindly ask that you contact us directly via phone so that a supervisor can thoroughly investigate the matter. Canadian customers can reach us at ************.
We hope to hear from you soon.
Initial Complaint
Date:04/21/2025
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 placed order number *********** on 21 nov 2024, and returned 12 items out of it on 12 Dec 2024 ( amount total CAD 405). Return package tracking : ************ H&M did not refund my money, and neither they returned the items. Their customer service kept wasting my time in investigation until March7 2025, which was the last date for me to be able to proceed with a chargeback from creditor side. And on March 7, 2025 they told me that they do not have the items at their warehouse so they will not be sending them back, neither they will process the refund. It was about CAD ******. Tracking information shows the package was delivered on Jan,8,2025. To which H&M is clearly lying and saying they did not receive the package.
Business Response
Date: 04/22/2025
Customer is from CA and the order is linked to our CA market. Due to this the customer has reached out to the wrong market and will need to reach out to the correct market for further assistance. Please have the customer reach out to **************************
Customer Answer
Date: 04/28/2025
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:

[Your Answer Here]
Canada **************** is not considerate enough and rude over the phone, they respond to emails saying call us and when we call they keep lying that they did not received the package, they are not willing to provide any resolution

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

Sincerely,

********* ****
Initial Complaint
Date:04/14/2025
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 purchased black matte utensils from H&M on April 7, 2024 order number ***********. I made two other returns from this order (separately), both which were refunded no problems (one to my credit card and one to giftcard). The return for the utensils was initiated on May 27, 2024 and as per H&M policies I was to receive a giftcard past 30 days. On June 9 @10:59am I dropped this package off at ***************** (Tracking number ************). I went to go and use my giftcard $51 plus taxes the other day, and realized it was never sent to me despite evidence I have returned. It was reasonable I did not notice at the time because I had other priorities going on. I would like to receive my giftcard so I don't need to go through the dispute process with my credit card - it was confirmed by H&M this was not received. I had reached out to the business by phone, and email but now no one is responding.
Business Response
Date: 04/14/2025
We have forwarded the information and pictures provided to the proper department for resolution. We also ask that you send us any return registration confirmation emails received from us that shows the item in question was registered to add to the claim. The claim number to reference is #*********.
Customer Answer
Date: 04/24/2025
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:

Hello here is the attached documentation being asked for by the company.

Sincerely,

**** ******

Business Response
Date: 05/13/2025
We have forwarded in email to the customer a gift card $57.63 on 25/4/25 please for the customer to check within their primary and or spam/junk mail for this gift card.

Customer Answer
Date: 05/20/2025
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:04/11/2025
Type:Product 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 made 2 purchases online, both used gift cards and credit card for payment. When I returned the items I received the credit on my card immediately but did not receive any credit back for the gift card portion. I have used chat and phone 4 separate times to make a request but still do not have resolution. Both returns now have cases assigned but I have still not been refunded. ** still says they have sent me a credit via email but this is false. Case numbers are ********** and **********. The cases were opened and closed on the same day. MARCH 4.
Business Response
Date: 04/12/2025
Upon checking the cases created for the customer, we were able to consult with our support management team to reissue the gift cards and can confirm they were sent successfully.
Customer Answer
Date: 04/16/2025
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.
H and M did respond that they were reissuing the credit refund again thru my email but it was not received. I have checked spam, junk, and inbox repeatedly since they told me they had sent but nothing has been received. They have done the same action 4 consecutive times and no refund has been received. I am respectfully asking that they just send me an actual gift card via my residential address with the funds that are due rather than continue to email me credits.

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

Sincerely,

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

Business Response
Date: 05/29/2025
Customer was send a new email requesting to get in contact with us via phone or email with an alternative email so we can resend the giftcard to them.
I hope you're doing well by the time you read this message!
I just wanted to let you know that weve gone ahead and confirmed that the gift card was sent to the email address associated with your account. Were really sorry to hear that you havent received it yet!
To help us sort this out as quickly as possible, could you please give us a call or reply to this email with a different email address where we can send the gift card? Wed love to get this resolved for you right away.
Thank you so much for your patience and understanding. I hope this message is helpful, and we look forward to getting this taken care of for you soon!
Initial Complaint
Date:04/03/2025
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 bought and returned something in 24 hours and they are saying it will take ***** days to receive the refund
Business Response
Date: 04/03/2025
Upon further investigation, It seems to be a mistake in relaying the information to the customer. Refunds typically take 3-5 business days to process and clear. Depending on the financial institution policy's it can take as long as 14 days.
Initial Complaint
Date:04/03/2025
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.
I am filing a complaint regarding an order I placed with H&M on March 30, 2025, during their Up to 50% Off sale. My order number is ************, totaling $173.86.According to the tracking information, my package was delivered today around 12:00 PM via DoorDash. However, the delivery photo clearly shows that it was left at the wrong address. This is a misdelivery error on the part of H&Ms chosen carrier. According to the tracking information, my package was delivered today around 12:00 PM via ********. However, the delivery photo clearly shows that it was left at the wrong address. This is a misdelivery error on the part of H&Ms chosen third party carrier.I contacted H&Ms customer service at approximately 11:00 PM on April 2, 2025, to report the issue. Instead of promptly addressing the misdelivery, I was told to wait 48 hours, despite the fact that the package has already been marked as delivered to the incorrect location. I was told that the package may still be out for delivery although its marked as delivered. Additionally, some of the items in my order are now out of stock, meaning a full replacement is not possible.H&Ms only proposed resolution was to offer me 20% off my next purchase, which is completely unacceptable as I got more money off during the promotion on the 30th.Desired Resolution:Redelivery of the in-stock items from my order OR A 50% off coupon code so I can repurchase other items at a comparable discount.I expect H&M to take responsibility for this delivery issue and provide an appropriate resolution as soon as possible. Please address this matter promptly.
Business Response
Date: 04/17/2025
We completely understand the customers disappointment. While were unable to resend the available items, we have issued a full refund and are happy to honor the original price paid. All items except three items are available for repurchase (they are sold out). If the out-of-stock items are available in a different color and the customer chooses to reorder, we will extend the same pricing as originally paid.
Also,after reviewing the discount on the customer's order the discounts applied to their order range between 15%-25% off. As they stated the discount is "Up to 50%" off, so we are unable to send a 50% discount for items that were not 50% off. Our current promotion is less than what the customer originally paid, so we advise the customer to repurchase any available items, and if they are not the price they paid (ex. Art. No. ********** is $13.49; we can honor the price they originally paid), we will make the adjustments to honor the price they paid.
Initial Complaint
Date:04/02/2025
Type:Product 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 3/10/25 I purchased shapewear bike shorts online that did not fit, on 3/12/25 I went to the *********, Illinois store and returned the shapewear without any questions asked. On 3/12/25 I re-ordered the same shapewear in a different size, under the assumption I could return it again without any issue if it did not fit, which it did not.On 3/29/25 my husband and I drove over an hour to the ************, IL store to return the shapewear. The employee called a manager over who denied the return and said the shapewear would need to be defected out and her store would lose money. I explained that we drove over an hour, and did not know it was an issue to return because the *********, IL store took the previous size back without any issue. The manager replied saying "that's not my problem", which came across as dismissive and rude. I explained to her that my husband and I were both going to shop in the store and spend more money than the value of the return, she said she could not help me or give me any options. I looked on the H&M website, and it was allowing me to conduct an online return, but with a processing fee.. my question was, why would the ************, IL store refuse my return, when the website and *********, ** stores accepted them? There is also no disclaimer or text on the product detail page for the shapewear stating it is non-refundable. My husband and I left after that without making any purchases or being able to return the shapewear.I later chatted and called H&M guest service, both denied me the option to return the shapewear and lacked caring about the rude customer service in store. They said I could pay the processing fee to ship to the warehouse, but the warehouse would just send it back. I explained that I felt deceived by the return policy and inconsistent employee training, as I would have never bought the shapewear if I did not think it could be returned. H&M has lost our future business and buying confidence.
Business Response
Date: 04/02/2025
Following up with feedback to the store location about not wanting to process this return.
Confirmed with our managers they should be processing this return in store, but I will reach out to the store to hopefully rectify this.
Confirmed that these items may be returned to our warehouse, and they would not be refused as they are within policy for returns.

Will be emailing customer directly as well as I was unable to reach them on the phone number left.

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H&M is NOT a BBB Accredited Business.