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

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: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,

*** *** ****
Initial Complaint
Date:12/19/2024
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 made an online purchase on November 26, 2024. The package was to arrive in two parcels. The first parcel was delivered. The second parcel was supposed to be delivered between December 6 and December 9, 2024. It did not arrive. I gave it a few days in case it was delayed. However, when checking the tracking, the courier's website "Door Dash" stated that the package was lost and to contact H&M. I contacted them and was advised that I would be issued a refund and a voucher to purchase the items at the same discounted price. I did not receive either. I called again to request the voucher and the refund. I was told it would be sent to my email. Again, nothing was received. I called a third time and I was advised that I would not be issued a refund until an "investigation" was completed. However, they did confirm that the package was lost but still could not issue the refund.
Business Response
Date: 12/19/2024
Hello,

This customer has been refunded as of today, 12/19/2024.

During the busy holiday season, our procedures in place to assist with lost packages are taking a little longer, due to an influx of packages.

The customer was refund $150.49 for this order was returned via ****** and a voucher for 30% off + FS was also sent over to the customer.

Best,

H&M ****************
Initial Complaint
Date:12/09/2024
Type:Service or Repair 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.
My order was supposed to be shipped to me on 11/15/2024. I never received it. I reached out to H&M last week and was told they would investigate and let me know something within 72 hours. I never heard anything. I reached out again today and they have me the exact same answer. It's now almost Christmas. I can't wait any longer. I need my refund so I can go to the physical store (an hour away) and just buy the products in person because there is no time to wait on a delivery again. But I can't do that until I get the refund because I don't just have an extra $78. This was my son's main Christmas in this one order. It might not be much to some people, but it's a LOT to my family.
Business Response
Date: 12/23/2024
Thank you for your feedback. We're sorry to hear about your experience with this order. It appears this order has been refunded on 12/12. Please let us know if there is anything else we can assist you with.
Customer Answer
Date: 12/31/2024
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. I did finally receive a refund on 12/13/2024, a full month after I was supposed to receive my order. Of course, that was only after my leaving a complaint on here. All other methods were unsuccessful. And it was ultimately too late for me to get to a physical store and repurchase the items.

Sincerely,

**** *********
Initial Complaint
Date:11/11/2024
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.
Daughter bought a pair of jeans couple days and it was little tight. Went to see if we can exchange since it was just couple days ago and tag and everything still on. We cant find the receipt but I brought in copies of my credit card charge and manager refused to even take a look. Straight up nasty and say no recipt cant no nothing.
Business Response
Date: 11/25/2024
Thank you for bringing this to our attention. Returns without a receipt are not able to be returned regardless of tags or charges shown on the card.
Initial Complaint
Date:11/11/2024
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 these items from H&M on 10/07/24. The merchant allowed for a 30 day return policy.I visited one of their locations on the evening of 11/06/24 (exactly 30 days from date of purchase) to return the items I previously purchased in accordance with the merchants return policy.I was unfortunately not allowed to refund the items because of system issues they were having at the time. The store representative advised that I would need to come back the following day to return the items and would be allowed to make the return even though it would be past the return date.When I returned the following day I spoke with a different H&M representative and was told they are unable to refund the items.I have tried reaching to H&M customer support as well as store management and have success in getting the issue resolved.
Business Response
Date: 11/11/2024
Customer was able to make the instore return for this purchase on 11/08 at a different location than the original purchase. Custome received a refund for the amount of $178.94 to their original payment method for the 4 items that they returned. Refunds typically take 3-5 business days to reflect on the **** account.
Initial Complaint
Date:10/30/2024
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 several items..I went to the H&M store in ***************** and tried to make the returns and they said the max return is $300. I do think they were a bit biased due to my dress code and religious ************** categorized me. I did make a large order and did keep several items that fit and several didnt.
Business Response
Date: 10/30/2024
Hello,
Thank you for reaching out to H&M. We do apologize if your experience at one of our stores was unsatisfactory. It is not in our code to make customers feel unwelcomed. We were able to take a look at your order and do understand that it may have been quite large. In regards to the store return, it is up to the store discretion to make limits on the amount customers can return. We understand this can be frustrating especially if you have taken the time to visit our store for a faster more efficient refund/ return process. Rest assured we have taken notice of the return made back to our warehouse. When we receive the items and register them back in a refund will be underway.
I hope this help, have a great day.
Initial Complaint
Date:10/28/2024
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 placed an order on H&M app today, when processing I made sure to update my address for delivery and billing. However h&m processed my order with an old address for delivery but managed to update address for billing to take my money...and now it will be shipped to a wrong place. I made sure to contatct H&M customer service - first via chat to get help, however I was met with the "we cant help you answer" i asked to be contacted to a supervisor and was advised that NONE were available and to call instead. I made the call and was informed that there are NO supervisors available to assist me and to call back again tomorrow. Please note that i was very excited about my purchase and the fact that i was able to get it with discount, but now it looks like it will be shipped to a wrong place and i will not be able to get the items thay i was so excited ******** ideal solution would be for the address to be amended so i can get my items.however i was advised that it is not possible....Since that is not possible i would like to receive my $201.35 and a discount cupon for next purchase (minimum 40%)as most of the items i purchased are no longer available.
Business Response
Date: 10/28/2024
With the information provided by the customer, I was unable to find their order information to resolve the matter. Please have the customer call us ************ to further assist. They will need to have their order number and email ready.
Initial Complaint
Date:10/25/2024
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 Oct. 1st, 2024 and Oct. 6th, 2024, my mom purchased 2 H&M gift cards at a CVS store in **********, *** (one on the 1st and one on the 6th). They were both valued at $50.00 for a total of $100. She gave them to my son for his 7th birthday party on **************. I subsequently went to use the gift cards on approximately Oct. 8th, 2024. My order was about $300.00. I paid with the 2 gift cards and my ****** account for the remainder of the balance. I hit the "Order" button and closed my iPad. After a week with no shipping updates, I logged into my account to find that the transaction did not go through. My gift cards were not saved to my account and I threw them out after I made the purchase. I checked my iPad and I saw there was an error message "Opps, our bad, sorry your order did not go through."My order was gone, my basket was gone and my gift cards were gone. I was out $100 in gift cards. On Oct. 15th, 2024, I called customer service, and they said there's nothing they can do without the gift card receipts and hung up on me. On Oct. 16th, 2024, I had my mom go back to *** and speak with a manager who emailed her both receipts (see below). I called back H&M with the receipts that night and they opened a case for me #*********. They did not have a supervisor available to talk to me. I called back 3 times trying to make progress and speak to a manager. I was hung up on 3 out of 4 times. No one called me back to follow up on my case.On October 23rd, 2024, I called back 3 times. The first 2 times, I was hung up on. On the second call, I finally spoke to a supervisor named **** who hung up on me. I was told my case had been denied because they have nothing to do with gift cards purchased in a ***. I said that's completely false to say to say that H&M doesn't have any control over their gift cards. All they have to do is look up the 2 gift cards that were purchased, see that they weren't used, cancel them and provide me with 2 new gift cards or a store credit.
Business Response
Date: 10/25/2024
We are terribly sorry for the issue you have had with your gift cards and we are looking into this further for you to see if we can get this resolved. Your gift card receipts have been updated to your case and our support team is further investigating the issue to see if the gift card balances can be transferred to new gift cards. Please keep in mind, without the full gift card numbers, there is not much that we are able to do since the H&M gift cards were bought at a 3rd party location and not purchased online or in an H&M store location. H&M is not responsible for lost or stolen gift cards, but we will look into this issue for you and notify you with any necessary updates.
Customer Answer
Date: 10/28/2024
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 did not issue me new gift cards or a store credit. To pretend that they're not in control of their own gift cards is unacceptable. If they really wanted to look up the necessary information, they could do so and help me. They can see the proof of purchase and verify they were not used. They can they cancel them and issue me new ones.

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

Sincerely,

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

Business Response
Date: 10/29/2024
Hello,
Since the transaction is with CVS and not with H&M we are unable to look this transaction up so we can look into the gift card. The transaction is with a 3rd party and the receipt info the customer has is not in our records. The customer needs to follow up with *** to obtain the full GC number for us to move forward with an investigation. Once the custoer has the full gift card we can move funds to a new gift card.
Best,
H&M Customer Service
Customer Answer
Date: 10/30/2024
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 have provided receipts for the transactions from a follow up with CVS's gift card line. Those are the receipts in full that were emailed to us. You need to make this right for a long time customer that has spent ******* of dollars with you. You've already made me jump through hoops with your horrific customer service hanging up on me constantly. What a nightmare.

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

Sincerely,

****** *********
Initial Complaint
Date:10/21/2024
Type:Sales and Advertising 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 order on 9/22 for several shirts and sweaters from h&m. I was supposed to receive the order between 9/26 and 9/30 it is now 10/18 and I have still not received it nor have I had an proactive outreach from h&m to acknowledge and rectify the situation, I had to call and speak to customer service and messaged via the websites online chat attempting to get the order. I have had to repeat the story every single time and the customer service representatives have been uncaring, rude and unhelpful. I messaged the last one on Tuesday of this week. They said I would receive an email in the next 72 hours. I have waited the the 72 hours and received no communication. I want the order from h&m delivered an apology from h&m and a partial reimbursement for waiting and having to communicate to customer service who have been horrible up until this point. *****
Business Response
Date: 10/21/2024
Hello ******,
Thank you for contacting me about your missing package. As we spoke on the phone I went ahead and refunded you for order #***********. You should receive the refund back into the method of payment that you used within 3-5 business days. Sorry you never received your package; I sent a 20% + FS voucher so you can reorder. It was lovely talking to you and sending the package to a different address will definitely be helpful if you can't send it to an H&M store.
If you have a moment, please share your feedback regarding the service you've received today. This ensures improvement within H&M and my personal development!
Have a great day,
**** *.
H&M Customer Service
Customer Answer
Date: 10/25/2024
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:09/23/2024
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 number: *********** Order date: 8/24/24 Order total: $72.92 I ordered these items on 8/24/24. I was supposed to receive the items by 9/4/24. I did not receive the items. I was told to wait until 9/16/24. I called back and was told to call back on 9/18/24 for a refund. I called back and was told I could not get a refund because it had to be processed through the back office. There was no eta on when I could get a refund.I received no order updates on this. No one from the company contacted me regarding this issue. When i contacted customer service, they were rude, I was hung up on multiple times, and was told to wait. Its been almost a month since I ordered the items and quite frankly I do not want the items. However no one will give me my money back despite the window to deliver my package has passed and I am entitled to a refund per the companys policies.
Business Response
Date: 09/24/2024
Thank you for contacting us!
We truly apologize about the inconvenience this may have cause. We went ahead and refunded you the missing items. You should see your refund in 3-5 business days. We appreciate your patience.
Again, we apologize for any inconveniences caused. Please feel free to contact us for any more questions!

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H&M is NOT a BBB Accredited Business.