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

Customer Complaints Summary

243 total complaints in the last 3 years.
105 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.

Initial Complaint
Date:01/21/2025
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.
On January 12, 2025, I purchased a coat on sale for $22.99 as part of a total purchase of $71.83 at the H&M store located in **********, ************. Due to the store nearing closing time, I was not allowed to try on the coat but was reassured by the cashier that I could return the item within 30 days, as indicated on the receipt. Trusting this policy, I purchased the coat.Upon returning home, I realized that the coat was too large and attempted to return it on January 16, 2025. At that time, I was informed that the store had implemented a new policy after my purchase, which prohibited returns for items on sale. This directly contradicted the 30-day return policy printed on my receipt, which had no mention of exclusions for sale items.While the staff attempted to assist with an exchange, I did not want a replacement item; I wanted a refund. The manager of the store was incredibly rude, dismissing my concerns and refusing to help, even after acknowledging that the receipt supported my claim. The manager repeatedly told me that their answer wouldnt change and refused to issue the refund.I contacted H&Ms customer service, but they claimed they couldnt assist with in-store purchases. This lack of accountability and disregard for their written policy has left me deeply frustrated. I am seeking a refund of $22.99 for the coat and an acknowledgment of H&Ms failure to honor their stated policies.
Business Response
Date: 01/22/2025
A case has been raised and escalated to *********** team for further investigation. They will reach out to the customer via email with a response in regard to the desired resolution of a refund. The case number for this complain is *********.
Customer Answer
Date: 01/23/2025
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]
They said that I have to wait for a resolution. So, based on their next response I will know if the issue is resolved or not.

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

Sincerely,

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

Customer Answer
Date: 02/19/2025
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:

Re: ID # ********- H&M
Thank you for your support and assistance in handling my complaint.
H&M’s customer service initially claimed that they would reach out to me within 3-4 days to resolve the issue. However, it has now been over 16 days, and I have not received any follow-up communication from them.
When I attempted to contact them myself, I was told to call back later due to a “technical issue.” This response feels dismissive, and it is clear that they are not making any real effort to resolve my complaint. Their lack of accountability and failure to honor their commitment to follow up is extremely frustrating.
At this point, my issue remains completely unresolved, and I kindly request that the BBB keep my complaint open until a proper resolution is provided. I sincerely appreciate your help and hope that H&M will be held accountable for their lack of customer service.
Thank you for your time and support. I look forward to your response.
Best regards,
****** *******

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

Sincerely,

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

Business Response
Date: 02/19/2025
An email response from our store support team has been sent as of 2/5 with details on how to proceed with the return of the coat. If assistance is needed or more details, please call us at ************ and reference the case #*********.
Initial Complaint
Date:01/20/2025
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 BOUGHT AN H&M GIFT CARD FROM ****** ******. BALANCE IS $200. BUT WHEN I TRIED TO PLACE AN ORDER ON THEIR WEBSITE, IT KEPT GIVING ME 'RM1' ERROR. I'VE CALLED H&M CUSTOMER SERVICE MANY TIMES. THEY HAVE CHECKED THERE'S NO PROBLEM WITH THE GIFT CARD AS WELL AS MY ACCOUNT. I'VE TRIED CLEAN COOKIES, CHANGE DEVICE AND BROWSER, USE APP. BUT IT STILL DIDN'T WORK. BUT THEY STILL REFUSE TO HELP ME CHANGE A NEW GIFT CARD OR REFUND MY MONEY. ONLY SUGGESTIONS THEY PROVIDED IS ASKING ME TO PAY BY CREDIT CARD OR GO TO ****** ****** (WHILE THE GIFT CARD HAS BALANCE IN IT).
Business Response
Date: 01/20/2025
Hello,
Thanks for reaching out to H&M Customer Service.
We were able to look at your H&M member account today as well as the gift card you purchased. As of 01/18 the funds have been removed or received by the customer. We apologize that we were not able to further help with our troubleshooting methods and for the inconvenience this has caused you.
If you have additional questions feel free to reach out again or give us a call at ************
Initial Complaint
Date:01/15/2025
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.
I purchased an online order from this company on October 20th, 2024. When I received my package the incorrect items were inside of this package. I returned those items and H&M issued me a refund of $277.01 even though my order total was $660.00. I'm requesting that they either refund me the difference of $382.99, or resend me the correct contents of my original order.
Business Response
Date: 01/15/2025
The customer reached out to H&M directly about the matter on 12/10. An investigation was done by a support team who then determined that the refund could not be processed due to conflicting information on the return label registration. There is a case documenting this (#*********). We have looked into the issue once again and the decision to not process the refund was still made. A new case has been created (#*********) and we tried to reach cx via phone with no response. An email was sent with the following information as a follow up for the call.
Customer Answer
Date: 01/16/2025
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 because:

[Your Answer Here]

Hi, I called the company back and they are still refusing to refund me for the difference. The stated since they already refunded me $270.0 out of the $660.00 they are unable to refund me for the difference of the order.

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

Sincerely,

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

Business Response
Date: 01/17/2025
The return information for the order that was mailed back is conflicting as the items registered were not described as wrong items received and were described as not what I expected. There is a reason for return list on registration portal and that was not selected.
Customer Answer
Date: 01/30/2025
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:

Hi, the business did not resolve my complaint. They are claiming that I returned different items than I ordered which is true, but only because this is what they sent me. They sent me the incorrect items, items that I never ordered. For the return reason I circled "wrong items received". They are claiming I circled "not what I expected", which isn't true.

Reference: ********

Sincerely,

***** *******
Initial Complaint
Date:01/10/2025
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 #*********** on 12/29/24 arrived on 01/07/25. This is my second order for this jacket. Instead of a jacket, I received sweats instead. The first order, I received a jacket with a broken zipper. This was a gift and so far, I am very disappointed in the service I have received online. I would like the jacket for my son who is traveling soon.
Business Response
Date: 01/10/2025
Hello *****,
Thank you for reaching out about your order. I apologize the wrong item was sent to you, as I know how frustrating it can be to not get what you ordered. Because of this, we have issued a full refund on 1/7/25 of $43.79, back to your original payment method. Refunds can take 3-5 business days to reflect back your payment method.
If you would like to place a new order for the same item, we are more than happy to honor the same price. Please feel free to reorder and we can honor an adjustment, so you are receiving it at the same price as before.
If you need any additional assistance, please call us anytime at ************
Have a great day,
H&M Customer Service
Initial Complaint
Date:01/09/2025
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.
On 12/30 3:37 pm I placed a same day pick up order and it was not fulfilled until the second day 2 pm. I chose not to pick up the order since online says orders will be automatically cancelled after 3 days and refunded. After 6 days it still isnt cancelled and refunded shown in my account. I tried contacting customer service but the agent said I need to come to the store to get a refund to my original payment method. I used an e-gift card to pay the order I dont understand why I need to physically come to the store. **************** says due to nature of the purchase which is pick up order they cannot force the refund remotely. If I can place the order remotely, why cant H&M refund it remotely?
Business Response
Date: 01/09/2025
Customer has been contacted, and issues has been resolved by H&M customer service team
Initial Complaint
Date:01/07/2025
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 purchased a pair of jeans for my son for Christmas sometime in the last 2 weeks of December. The jeans didn't fit and the receipt was mistakenly thrown away. I have a reward account so I was sure they could look me up. I went into the store on 1/5/25 ******* ***** **** ******* **** ** and they said my email address was not even used for the order so nothing was there. So I have a pair of pants that I can't even exchange for my child to a different size.They can look at my reward account and see I have purchased there before. This process makes the customer feel like a thief all because they lost a piece of paper. Your company does not even offer to email receipts which let's me know it's not a priority to help your customer be able to return easier, only about profits. I will leave a review everywhere I can and make sure people know that H&M treats their repeat customers like thieves.
Business Response
Date: 01/07/2025
Thank you for reaching out to us.

As per our policy, we are unable to process returns or exchanges without a receipt, without exception. I apologize for any inconvenience this may have caused. Please understand that our return policies are not intended to make customers feel mistrusted; the store was simply adhering to our established policy. I see that a complaint has been submitted to the store as well.

While we do not offer email receipts to customers, PDFs of store receipts are available in customers H&M accounts online.
Customer Answer
Date: 01/08/2025
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:

[As I stated in my first message, the staff person did not put my email address into the system therefore leaving me with no order showing in my reward account. Thus, no backup to a paper receipt. As a customer, I am being held at fault and accountable for your staff person failing to enter my email address. Now I am left with my son being unable to exchange his Christmas present because your company has a failed loss prevention system so your brightest idea is to assume an item is stolen if there is no receipt. Now that I know this, I will make sure I share H&M's stance on social media. I will make sure the hardworking people are aware that H&M does not value the $ we spend and customer satisfaction means nothing AFTER the card has been swiped.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/09/2025
I hope this reply finds you well. Despite that fact that your store purchase was not registered on your online H&M account you were issued an original paper receipt which is what we require to be able to support with exchanges/refunds for store purchases. Without your original receipt it is not possible for you to make any return or exchange for your purchase. Our policy indicates the following under "Returns With No Receipts", "Merchandise cannot be exchanged or returned without receipt". The store personnel needs to scan the barcode at the bottom of your receipt for our system to process any sort of return or exchange. Therefore leaving us unable to process an exchange/refund for merchandise with no receipt. I will provide the following link where you will be able to find information regarding returns for your future reference, *******************************************************
Initial Complaint
Date:01/03/2025
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 ordered from H&M on December 8th. The estimated delivery date was December 13th and I am writing this on January 2nd. My order contained two Christmas gifts which I never got. I've contacted H&M 3x now and they told me repeatedly to be patient and that there are delays due to the Canada Post strike, which of course I understand. I went on to explain the context of my complaint as I was returning home for the holidays and that given the delays, I would need the shipping address changed to my home address. H&M said they couldn't help me, and it was impossible to connect with Purolator, so, this was not able to be ************ has been almost a month and my package is still sitting in the facility. H&M was dismissive over the phone and said there is nothing they can do. They then suggested that once it is delivered (if it ever arrives), 48 hours after THAT, then they'd CONSIDER issuing a refund. I tried to have my order cancelled on multiple occasions to just go to the store to pickup these gifts, but even this wasn't able to be accomplished.I had issues with other companies regarding shipping and the strike but was able to have my address corrected and items re-shipped.
Business Response
Date: 01/04/2025
Hello,

Thanks for responding! It shows your order has been delivered on 1/3. If you are still at the mentioned shipping address, you can mail it back or return in store for a refund. If you are no longer at that address and are not able to collect the order, please reach out 48 hours from the delivered date so we can further help with a refund request. This would be by 1/6.
Initial Complaint
Date:01/02/2025
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.
I made a purchase from H&M using the mobile app on nov 28, 2024. i made the purchase through ****** to split up my payments. i received several notifications about my order being delayed and then finally on *** website it said the order was sent back to an H&M facility. I called H&M and they said the courier could not find my address (even though i checked my order confirmation and my address on the app it is completely correct). The H&M service *** told me i should see my return within 10 days. I saw the merchandise arrived at the facility on dec 9. i never received my refund or an email confirming my refund. I went on klarna app to ***ort a problem with that order so i would not be charged anymore payment installments. on klarna, it still says h&m has not responded to them about my order or refund. Today, i was chatting with a h&m service agent on online chat. i told him the issue and he asked for the order number. i told him i did not have it and would have to close the chat to get the order number in the app. he assured me if i minimize the chat, it would not close the chat. i minimized the chat, found the order number, and pressed a copy button to copy the numbet, and it closed the chat. i had to go back to start a new chat and it put 15 in the queue. i did not want to wait and do not think they are working to try to solve my issue. i have no faith that this company is going to give me my money back. i need help. they are giving me the run around. why should i have to work for something that i paid for, i did not receive, and is not my fault. i just want h&m to respond to klarna, start my refund process, and give me my money back. The total order was $73.78. I paid the first installment via klarna of $18.44.
Business Response
Date: 01/16/2025
Customer has been refunded on Janurary 3, 2025
An email was sent to customer with a return receipt on the same date.
Customer Answer
Date: 01/17/2025
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:01/02/2025
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.
I am writing to express my disappointment and frustration regarding your stores refusal to allow an exchange for an item I received as a gift during the holiday season. This attempted return occurred on December 29, 2024 at your ***********, ** location.The item in question is a cardigan sweater which my daughter purchased for me as a gift. Unfortunately, the cardigan fit poorly, so I attempted to exchange the item for a baby outfit for my grandson. When I attempted the exchange, I was informed by your staff that exchanges are not permittedeven during Christmas time- although the item is still being sold full price in the stores and all the store tags were attached. I find this policy both unreasonable and contrary to the spirit of customer service, especially during the holidays when many purchases are made as gifts. I could ask my daughter for the receipt however I do not necessarily want her to know that the cardigan did not fit. Retailers typically extend flexibility during this period to accommodate customers, and your inflexible policy has left me feeling dissatisfied and undervalued as a customer.The item remains unused, with all the original tags. I kindly request that you reconsider your policy in this instance and allow me to exchange the item. More important, I urge you to review this policy to ensure a more positive experience for your customers. If malls and retail brick and mortar stores are to survive, they will need to better address consumer needs. This is not a matter of $15.00 (cost of the cardigan), this is a matter of decency and integrity.Thank you for your attention to this matter. I look forward to your prompt response and a resolution to this issue. Please feel free to contact me at ************ or **************** if further details are needed.*** ******* ** *******
Business Response
Date: 01/02/2025
Hello,

I am sorry to hear of your experience in our stores. I understand you were looking to exchange the item. However, our return policy does state merchandise cannot be exchanged or returned without a valid receipt. We understand you wish for your family member not to know about the exchange but a valid receipt is required for any exchange or return. You can try speaking to the manager at the store as any exceptions to the return/exchange policy are at the discretion of the store manager. To see our return policy, you click on this link: *******************************************************
Initial Complaint
Date:12/26/2024
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.
I placed an online order on Dec 3 (order no. ***********) but H&M didnt ship out until Dec 7 via Purolator and on the shipping email, it stated that the estimated delivery would be Dec 5 - Dec 10. I have contacted H&M couple times in regards of the delay in transit but they just told me to wait. On ********** website (tracking ************) can clearly see that the package was held in ********** sort facility since Dec 9 without any movement. It has been more than 2 weeks since it shipped and way passed the estimated delivery date that stated on the email; therefore, Im seeking a full refund for the items that Ive never received.
Business Response
Date: 12/26/2024
You called in on 12/24 and your escalation case was created for our support team to investigate and start your refund process. Your case # for this reference is #*********.
Customer Answer
Date: 01/02/2025
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]
My order supposed to arrive between Dec 5-10 but I didnt receive it until Dec 27, contacted H&M numerous times and requesting reshipment or refund but they just told me to wait instead of resolving the problem and refused to issue refund. Its gifts for xmas so whats the point to receive it after xmas. They should offer full refund when theyre aware that Purolator is behind in shipment but H&M still took the risk by sending my order via Purolator on Dec 8.

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

Sincerely,

*** *** ****

Business Response
Date: 01/04/2025
We have gone ahead and assisted the customer with a full refund, customer has been notified by email with the reference number regarding their refund for their missing package.
Customer Answer
Date: 01/07/2025
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,

*** *** ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

H&M is NOT a BBB Accredited Business.