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:03/14/2025

  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 an order with h&m on 03/08 and expected delivery by 03/14 the latest. No progress has been made on the shipment. Ive spoken to a representative few days ago and was informed if my delivery did not arrive that I would be refunded and the item was to still be shipped and I was to keep it due to the inconvenience. I reached out today and a representative informed me that their system was down and couldnt refund or replace any items. I still want the jacket and my refund as promised because of this inconvenience

  Business Response

  Date: 03/14/2025

  I am sorry to hear about the experience you have had with us. The general policy is that we allow our carriers 5 days to pick up a shipment. While I am unable to see your order number, if it is past that timeline, we can surely refund you and assist you with a reorder. For this, you would just have to contact our customer service line directly. I understand a previous agent had stated their system was down, but it is now up and running and we can assist you with that refund provided it is past that 5 day period. If you have any further questions, please reach out to us.

• Initial Complaint

  Date:03/12/2025

  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.

  Order #*********** This is regarding my online order placed on H&Ms website. I placed an order for the first time that was delivered by ******** instead of a shipping carrier. The package went out for delivery and was attempted but marked as inaccessible location. The driver did not attempt to contact me at all and I was home the entire time waiting for the package. There is record that I reached out to H&M via online chat several times to confirm the delivery address and instructions were correct after the failed delivery attempt, and they were unable to assist. The same evening, the order was finally marked as delivered, with a blurry and dark delivery photo of a package sitting on a doorstep that is not mine. I live in a complex with several units and have a distinct doormat on my front door, which was not shown in the photo. After finding out the order was tagged as delivered, I immediately went around my complex to see if I could locate the package myself (within the hour), and also asked my next door neighbors with no luck finding the package. At that point, I assumed the photo was a mistake and waited a few more days for the package to turn up. I reached out to H&M to have the order cancelled for a refund, and they escalated the issue to a supervisor named ******* L, who I spoke to on the phone. The case ended on the same day with an email from ******* L stating that there has been a similar claim from the same address so they are unable to refund. However, this is my very first order with H&M online and I have no knowledge of this previous order they are referencing. H&M refuses to assist even though the package was misdelivered by the Doordash driver they chose as the shipping carrier.I need this order to be refunded as it was clearly delivered to the wrong address and I did not receive it.

  Business Response

  Date: 03/12/2025

  Missing package claim was denied for this customers order. While they say that this is the first time they have placed an order with us we did find a duplicate account. The address is slightly altered but is the same and also has the same unit number. ** has claimed a missing package with us in the past and a claim for this current order has been denied by a supervisor due to the duplicate account and proof of delivery by the carrier. Door Dash is an additional carrier that we now use to delivery online orders.

• Initial Complaint

  Date:03/07/2025

  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 ordered three t-shirts from the US store. Even thought I live in ******, I went to the ** to pick it up. All three shirts were not a good fit at all and bad material (in my opinion), therefore I contacted customer service to know how could I return it in ******. They advised me that I could do it in ANY H&M stores in ******. After heading to H&M in *******, **, they told me that I could not return an online order in-store. Only if it was bought in-store in the **. Unfortunately, I have already left the **. I was more relaxed after hearing that I could return the order in ******, but now Im stuck with the product I dont want. I contacted customer service again and they told me that theres nothing they can do about it, I can only return it if I go back to **********, which is not possible at the moment, otherwise I wont be getting my refund. I just need to return it, as advised when I first contacted customer service.

  Business Response

  Date: 03/21/2025

  We do apologize for the misinformation you were, but the only resolution in this case is to return the items via **** or to return to a US store for a refund The Canadian stores will not be able to recognize an online US order to process a refund

• Initial Complaint

  Date:02/28/2025

  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.

  bought some merchandise my daughter could t fit it so i took back to store with receipt to return. Store manager Tamina refused to allow me to return or exchange because the tag wasnt on the clothes even though the store policy doesnt state that. She was rude refused to gives her boss information & when i told her I need to speak with someone above her or I will file civil suit she refused to speak to *** anymore. I told her that what she was doing was illegal & she started cursing me out. I cursed her out as well & she called the mall police & lied & said i fought her which cause the police to ask for my id. They let me go after they saw that she was lying on camera. Then she wrote her name real big on my receipt when i asked for her name.

  Business Response

  Date: 03/01/2025

  In response to the return issue the customer stated that the labels were no longer attached to the item, therefore the return was not accepted. This is standard policy as Items must be in good condition with all the labels attached. This information is posted clearly on our website under our return policy. Here you can find that link Return Policy & Methods | Refunds & Exchanges | H&M CA 

• Initial Complaint

  Date:02/22/2025

  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 have contacted H&M customer service 3+ times through online chat, twice over the phone, and 3 times through email. I was told each time that I would receive an email with my merchandise credit and still have not gotten an email.I asked them to send it to another email and they said they did and again I have still not received anything.I have both an order number and reference number and I have still have to explain myself over and over. It also seemed like this happens often.

  Business Response

  Date: 02/23/2025

  ******* has reached out to customer service for her gift card in the amount of $25.99 that was refunded on 2/12/25 to be resent. This gift card has been resent multiple times to ******* as we have confirmed each time her email address is correct before doing so. ******* has a Gmail email address which often sends the gift cards to either the spam folder or the folder called promotions. We're more than happy to send the email again with her gift card inside.

• Initial Complaint

  Date:02/13/2025

  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 returned an item via ********* on January 16. I have yet to receive my refund despite a call to their customer service department on January 30 stating it would be escalated and refund would be processed February 4th. I sent a message via Messenger with no reply. Finally through Instagram I have received a response which is ongoing and they say they are working to resolve with their warehouse. I've provided the order number. I have proof from ********* that it was returned. It's not a lot of money thankfully but frustrating that I as the customer have to go through all this trouble and almost a month later received no resolution.

  Business Response

  Date: 02/13/2025

  Missing return investigation has been concluded, and customer has been fully refunded in the amount of 13.64 CAD back onto the **** ending in **** as of February 13, 2025. Processing times may vary depending on the customer's financial institution. 

  Customer Answer

  Date: 02/17/2025

  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:02/12/2025

  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.

  Order number *********** Order date 09/25/2024 INCORRECT ITREM DELIVERED, ITEMS DO NOT MATCH SITE DESCRIPTION AND CUSTOMER SERVICE REFUSED A REFUND OR ANY RELEVANT RESOLUTION

  Business Response

  Date: 02/12/2025

  Thank you for reaching out, I hope this message finds you well. 
  
  I understand that the incorrect items have been received in this order, ***********. However, due to the length of time that has passed since the order was received on October 1st, 2024, we are unable to assist with a refund. Nonetheless, you are welcome to return your items via mail to our warehouse. Our warehouse team will be happy to review your return details and assist in any way possible. You can select the return reason for "wrong item delivered" when you register the return here: *****************************************
  
  Additionally, I see that a return was registered indicating a couple of your items were faulty due to the issues with shrinkage and colour running, so you are welcome to proceed with this return, as well. Please don't hesitate to give us a call at ************** to discuss this further if needed. 
  
  Warm regards, 

  H&M Customer Service

• Initial Complaint

  Date:02/12/2025

  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.

  Formal Complaint Against H&M for Unfair Refund Denial Dear Better Business Bureau,I am writing to formally file a complaint against H&M regarding their unfair handling of a missing item and their unjustified denial of a refund. As a loyal customer who has spent thousands of dollars on their products, I find their treatment unacceptable.Since December of last year, I have placed 17 orders with H&M, with an average purchase amount of $150 to $200 per order. I typically purchase 8 to 10 items per order. Recently, I began experiencing delivery errors with my orders:Incorrect Item Sent: I ordered two dresses in different colors, but received two dresses of the same color instead.Missing Item: An underwear item was missing from my order, and H&M refunded me after confirming the mistake.Writing this means that they themselves acknowledge that a human error has occurred.The Real Issue I recently placed another order, which was delivered last Thursday. Over the weekend, I checked my package and noticed that item #************* was missing.When I contacted H&M today (Feb/10/2025) I requested a refund for the missing item. However, H&M refused my request, stating that I had previously received a refund for a missing item and therefore was not eligible for another refund.Out of 17 orders, I have only received a refund for a missing item once. The missing item is worth less than $10, yet I have spent thousands on their products. This decision assumes that I am being dishonest, which is deeply offensive and unjustified. The issue is H&Ms mistake, yet I am being penalized for their error.This situation is not about the moneyit is about fair treatment and holding businesses accountable for their mistakes. My Request Issue a full refund for the missing item.Apologize for their unfair treatment and false implications regarding my integrity.I trust that the BBB will hold H&M accountable and ensure they rectify this situation.

  Business Response

  Date: 02/12/2025

  We understand the importance of ensuring your orders arrive on time and in full, and we regret to hear that your most recent order appeared to not include a few items. 

  Upon further investigation, we can see that our managerial team has decided to not to refund any further missing items due to this account having too many missing return items on your previous orders.  
   
  We understand this isn't the resolution you were hoping for, and we truly do apologize for that. In the future, we recommend shopping in-store to ensure you receive the entirety of your purchases. 

• Initial Complaint

  Date:02/11/2025

  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.

  The Falsely accused me of lying when I tried to return clothes I bought the previous week. They claimed that they close felt warn and didnt have the standard factor smell that they come with the clothes have never been worn and had all the tags and stayed in a bag, except for being tried on once by my teenage daughter. I was returning them because they did not fit her.

  Business Response

  Date: 02/25/2025

  We were able to look into this issue and was not able to locate a connecting H&M account. I tried to contact the phone number provided but the line turned into a busy signal after the 2nd ring, as if it was invalid. I've emailed the customer's provided address with further instructions to get in contact with us directly for assistance and to try another location to process their return. The customer was also notified that we could contact the new return store and give them an update that the customer is headed to the location for a refund and explain the situation for them. We will eagerly await their update via email, phone, or live chat.

• Initial Complaint

  Date:02/03/2025

  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.

  The store is not honoring their return policy which is still currently stated as accepting returns after 30 days for store credit/ exchange. I was looking to exchange 3 items I purchased in ****************************************************************************** providing the receipt. Really disappointed to be treated this way as a frequent shopper here. *******, the manager in ****************** was rude and unhelpful. Noting the items are all basics currently in stores.

  Business Response

  Date: 02/03/2025

  Order *********** is from May *******, which is 1 year 8 months old. This order has been archived in our system and there is no way to honor an exchange or refund for it. The expectation is if an order is past the 30-day return window is that it'll be a couple months past the return date not a year or older. 

  Customer Answer

  Date: 02/05/2025

  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:

   

  it violates the return policy stated on the website as its noted returns past 30 days will receive credit or be exchanged. There is no time cap  

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 02/05/2025

  The website states returns after 30 days the items can be returned/exchanged for the current selling price. Since this order is from two years ago, there most likely is not any record regarding the items which cannot be returned at the current selling price. Also, this order is from two years ago, after 30 days falls within the year of purchase. 

  Customer Answer

  Date: 02/07/2025

  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]

   I am clear on the return policy as I have stated from the beginning. I'm glad you are finally coming to understanding the policy as well. It seems you're not concerned in making this issue right with a loyal customer. Rather, you are looking for ways to not honor your return policy. All items are currently listed on your website for full price. In fact, I reordered 2 of the items a couple weeks back in a smaller size after first running into this issue with your team. If you were actually trying to resolve this, you would have asked for the items and looked them up on the site yourself instead of assuming they were no longer in your system.

   

   

   

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

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