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

  236 Four Seasons Town Ctr Greensboro, NC 27407-4742

• 

  H&M

  300 Monticello Ave Norfolk, VA 23510-2426

• 

  H&M Hennes & Mauritz Inc

  1808 - 1 Dundas St W 18th Floor, Box 47 Toronto, ON M5G 1Z3

• 

  H & M Clothing

  3525 W Carson St Torrance, CA 90503-5738

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:09/23/2024

  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 placed an order online on August 18, 2024. One single item was delivered and the other 5 have been lost and moving around to various delivery hubs. I have called 3 times. Each time they tell me I have to wait until a certain date has passed in order to make a complaint/ask for my money back. They said bc it was scanned into a delivery hub I had to wait until 30 days had passed. I have now passed the 30 day ***** The customer service employee online today (September 20, 2024) told me the items would be delivered tomorrow or Sunday. At this point the items have been at a hub since September 4 in ********. She keeps telling me I have to be placed on hold. I have asked for a refund several times. She has dragged the call out and I think at this point is hoping I hang up. She said a resolution team has to decide what to do next. I said a refund. And now after returning she said someone has to call me back. I have no product and no refund.

  Business Response

  Date: 09/23/2024

  Thank you for contacting us!

  We apologize for any inconvenience this may have caused. This order was split into 2 packages and the second one never arrived. I went ahead and created a case for you so we can further investigate this issue. Rest assured that we are working as efficiently as possible to get your refund processed. You should receive an email regarding your refund status with 48 hours.

  Case #*********

  Thank you for your patience!

• Initial Complaint

  Date:09/16/2024

  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 made a purchase on the H&M website and specifically to be delivered to a *** access point to ensure that my package would be safely delivered. I ordered a total of 12 items (order number ***********) that was a total of $359 before the promotion. As I keep up with the tracking I see the package is moving from state to state perfectly fine. On the day of my delivery the package is all of a sudden refused to be delivered Why? The woman at *** store says the driver came in with the top of the box but no package. The package had been damaged. I call H&M immediately to ask them to investigate this quickly because of the bogus excuse *** is giving me. Neither *** or H&M can locate this package but forcing me to wait two weeks for my refund! Unfair!! They couldn't even connect me to a manager. I wholeheartedly believe *** stole my package but I am expecting HM to take immediate action as we are both losing here. I spoke to up to 4 people now from H&M and the following up with them has been a headache. I just want my money back and I should not have to wait for something that *** poorly handled. Then they said I have to spend ANOTHER $300 because they cannot process any new orders over the phone. I want both parties investigated because it is unfair that I am spending my hard earned money on products from your store that you cannot even ensure it is packaged properly and handled accordingly by a shipping company nor provide immediate help to me when *** is being sloppy and shady. Of course when I go back to the website, some of my products are sold out.

  Business Response

  Date: 09/30/2024

  Hello,

  Thank you for reaching out to H&M. In regarding to the current case, the customer has now been refunded as of September 18th. Due to H&M policy we are unable to resend items, but customer may partner with H&M support to reorder items. 

  Customer Answer

  Date: 10/02/2024

  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:09/06/2024

  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 two identical items from H&M (one in black and one in light melange gray) in the same size (XXS), as they were listed under the same product with the same size guide measurements. However, upon delivery, the black item was significantly larger than the gray one, despite both being labeled as XXS. I measured the black item, and it was 3 inches larger in the waist than the provided size guide measurements.I contacted H&M customer service to request an exchange, assuming it was a labeling error. Instead, I was met with frustrating service. The agent (*******) had me investigate article numbers and sizing details, as if I was an H&M employee. The agent also claimed that sizing could differ by color, despite the size guide showing identical measurements for both colors.When I explained that this discrepancy was a quality assurance issue, I was met with a canned response suggesting that the size simply did not meet my expectations, rather than acknowledging that H&M failed to meet their own sizing standards. I requested a return and refund, but the agent did not offer to waive the return fee, despite the issue being on H&M's end.I initially wanted to exchange the item to get another XXS which would hopefully be the correct size. I was told they would not honor the same price that I purchased it at and I would have to return my order, then re-purchase at the higher price listed. Very unethical; this never happened to me with any other company.Ive been a long-time customer of ********************** and never encountered this issue before. I expect better quality assurance and customer service from a brand like **********************. I would appreciate it if BBB could assist me in resolving this issue, as I believe H&M should address their quality control problems and provide better customer service.I am returning it but I would like a refund for the price to return. I initially just wanted an exchange but the entire interaction was in poor taste. I would have even taken store credit.

  Business Response

  Date: 09/06/2024

  Hello ******

  Thank you for reaching out to us.

  I really apologize for the kind of experience that you had with us and I assure you that I will be helping you resolve your issue. I can see that you have initiated your return process. You can return the items in 2 ways - by dropping it off in a store nearby or dropping it off at a USPS point. In case you are returning the items via ***** it takes up to 14 days for the package to reach the Warehouse, who will then process your refund. I really apologize that we won't be able to exchange. Instead you can just return this item and re-order them again in your size. And after re-ordering please reach back out to us and we will provide Price adjustment for the item.

  I hope, I was able to help you with your issue. If you have any questions please feel free to reach our customer service team.

   

  Have a great day!!

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

• Initial Complaint

  Date:09/06/2024

  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 order on 9/1:24 and its been a nightmare since. First, my order came late. Second, when I got my package today, my suit jacket and pants was packed poorly as it was wrinkled in a bag instead of box. I reached out to customer care in the chat and ****** was rude and didnt offer to help me as a customer. Second, I called in for a supervisor twice and no help or follow up. I have also emailed CEO ****** about my concerns as its unacceptable. Im seeking an apology for this behavior by customer care and a refund due to their poor treatment.

  Business Response

  Date: 09/07/2024

  Contacted the customer about the complaint and apologized for how the suit was shipped to him. Let the customer know we wouldn't be able to give him a full refund.  but he can return the suit to any of your H&M locations for free. A case file has been created and forwarded to our support office for further investigation. 

  Customer Answer

  Date: 09/10/2024

  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:

  H&M has offered me an additional 30 percent off my suit and sent me an updated receipt. This is the resolution and should be outlined. 

   

   

   

   

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

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

  Business Response

  Date: 09/18/2024

  CX was sent the 30% off voucher to his email on  09/07/24. This is in addition to the 30% off refund he receive for the order in question. 

  Customer Answer

  Date: 09/19/2024

  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:09/04/2024

  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.

  I made an online purchase at H&M's website on August 17th, 2024 for 5 items and have only received 2 of them. The two items I received were delivered via DHL while the missing 3 items were supposed to be delivered by ********. I have yet to receive an update on the missing items since August 20th, 2024. I have called H&M's customer service 4 times since August 25th to address my concerns about late delivery and lack of updates on the order. Each time, I have received discrepant information regarding the status of my order. A customer representative named ******* told me on August 29th, that I would be entitled to a full refund if my order did not arrive by Thursday September 4th. When I called customer service again on September 4th to request a refund, my request was denied. H&M has not been able to provide an adequate explanation for why part of my order is missing, nor have they provided a specific timeline for when I should expect the order to arrive or when a refund will be issued. This ordeal has been frustrating and disappointing as I do not feel that my loyalty as a customer has been honored.

  Business Response

  Date: 09/04/2024

  Hello! 
  
  I am sorry to hear of your trouble regarding your order. I am very sorry it has taken this long to resolve the issue. We do have to wait 10 business days from the last update before we can consider a package lost. We do appreciate your patience. Today is the 10th business day and I have issued a full refund for the missing parcel. I do see you there are two price adjustments made on the order. One was for was $17.54 and the other was for $20.98. So I have refunded the remaining $48.95. Please allow up to 5 business days for the refund to appear in your account. 

  Customer Answer

  Date: 09/06/2024

  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:09/03/2024

  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 placed an order of maternity clothing at H&M on 8/26/24. The shipment was split into two packages, one package sent by *** and one package sent by DoorDash. I received the package from *** but noticed that it did not contain all of the items. So I went online on H&M and I saw the other package was supposedly delivered on 8/29/24 around 6:30pm. I was home at that time and did not receive the order. So I clicked the DoorDash link and I saw a picture of a package in front of the house. The house was not mine -- the house was blue with a stone driveway, and I have a cream colored house with a concrete driveway. It was clear that the package was delivered to the wrong house. I attempted to contact H&M via online chat. I spoke to an agent who said they would resolve the issue but then they suddenly closed the chat. I then called and spoke to a customer service agent on the phone. She said that they would not be able to re-send the items to me. I asked to speak to a supervisor and was connected to a manager. The manager repeated the same policy that they could not re-send me the items that I already paid for and were delivered to the wrong house. He kept speaking over me during the phone call and then hung up on me. The issue remains unresolved despite my having contacted H&M twice today and asking for a transcript of the online chat, which I did not receive. I am requesting that the items that I already paid for be delivered to my correct address. If that is not able to be done, I expect a full refund of the order and that if I place a new order, that H&M honor the prices of the items that were on sale at the time that I purchased them originally.

  Business Response

  Date: 09/03/2024

  Hello *****!!

  Thanks so much for reaching out to us.

  I really apologize that you did not receive all the items that you ordered, and that you have had a bad experience with this issue. As much as I would love to reorder the items for you, our system does not have this feature. I am really sorry about that. However, we have claimed the package missing and a refund of ****** USD was processed back to the original form of payment on Sept 2, 2024. You will be able to see that refund in 3-5 Business Days. You have also been sent a 20% voucher code, that you can use to reorder the missing items.

  I hope this was able to resolve your concern. For any other queries please feel free to reach out to us at ************.

  Have a great day!!

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

  H&M **************** Agent
  

• Initial Complaint

  Date:09/03/2024

  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.

  H&M DOES NOT WANT TO REFUND MY ORDER EVEN THOUGH IT SAYS IT WAS DELIVERED. IT WAS NOT LIKE THAT BECAUSE THE ORDER WAS NOT LEFT AT MY HOUSE. THEY SAY THAT I DISPUTED THE BANK BUT IT IS THEIR RESPONSIBILITY TO DELIVER THE ORDERS CORRECTLY. THEY SHOULD ASK FOR A SIGNATURE.

  Business Response

  Date: 09/03/2024

  I was able to resolve this issue for you by processing  you a full refund for a total of $255.20 USD to your original form of payment. You should expect to see this reflective on your end depending your bank's processing time. Typically this can take 3-5 business days. I am sorry that this issue was not able to be resolved when you first reach out to us. I encourage you  to select alternate shipping methods that we offer like ship to store to be able to prevent these incidents in the future. 

  Customer Answer

  Date: 09/06/2024

  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:09/03/2024

  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 transacted in store in 9/1. Come home to find that the store overcharged me. I attempted to resolve through H&Ms online customer service where they give the appearance of being able to resolve such issues by having their chatbot ask if this was an instore purchase and if I can return to the store. Upon speaking with customer care they informed me that I had to return to the store to dispute the charge, which I am unable to do at this time. They overcharged me by $7 at least.

  Business Response

  Date: 09/03/2024

  Thank you for reaching out to us regarding the over charge. Sinc the customer is unable to return to the store I have created a case for the so we can refund the difference via an e-gift card. Customer has been sent this information.  

  Customer Answer

  Date: 09/07/2024

  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 received no email, account , mail, or phone communication regarding the partial refund. They can reach me at any of the communication options I've provided on this complaint. 

   

   

   

   

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

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

  Customer Answer

  Date: 09/14/2024

  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:

  After H&M saying that they will resolve my complaint with a gift card for the difference then they requested receipt and last four digits of my credit card, which were provided to them. They then came back a final time now asking for pictures of the tags from the clothes. I informed them that the clothes no longer had tags as I understood H&M would be satisfied with a picture of my receipt. 

  THey now refuse to refund me.

   

   

   

   

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

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

  Business Response

  Date: 09/17/2024

  Thank you for contacting H&M Customer Service!

  We are unable to follow through with your price adjustment request due to this being an in-store purchase. You would need to visit an H&M store near you with receipt and price tag (even if unattached). We need a picture of the tags, otherwise they are automatically assumed to be rightfully priced. Thank you for understanding!

  Have a great day!

  ****

• Initial Complaint

  Date:08/30/2024

  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.

  ***********, 01/05/2024, $116.88 are the order details. I returned the items in the order because size didn't fit. H&M confirmed that they received the return and emailed me. I believed it would refunded as I received that email. Months went by, and I still didn't get a refund upon checking my credit card. As of August, I didn't get the refund. I reached out to agent again on 2024-08-14 and asked why it hasn't been refunded when I returned 5-6 months ago, and the agent apologized and confirmed that I'll get a refund back within 3-5 business days. I believed her again thinking that this will be resolved. Below is the exact words. *** mentioned that by August 21st, I should have a refund, but no. I attached transcript.pdf with all the transcript and parts of the transcript confirming that I'll get a refund.Today is August 29th, and I still don't have the refund. I reached out to H&M agent chat again, and the person is of no help and just repeating same thing.Can you process the refund and refund my money?***: Im truly sorry that you havent received a refund confirmation for the items you returned. I completely understand how important it is to get an update. Please dont worryI'm here to help. Rest assured, I will take care of this for you.***: ** ****** ***** *** *** ********* ******** * *** **** ** **** ** *** ******* ** **** ***** *** * *** *** **** **** **** ******** ***** *** ******* ******* ************ ******** *** ********* ** *** ************** *** ****** ******* ***** *** ******** **** ** ** ******* ****** **** ***** **** ** ****** *** *** ****** ** ******* **** ** **** ******** **** ** ******** *** **** **** ******* ** ***** ************ **** *** ****** *** **** ************ ****** ********

  Business Response

  Date: 08/30/2024

  Customer was assited personally 
  Customer response 
  I hope this message finds you well. I wanted to follow up on your recent claim with us, identified by claim number ******** from the Better Business Bureau. I am pleased to inform you that we have processed the refund for your return. We sincerely apologize for the inconvenience you experienced during this process.
  You should expect to receive your refund within the next 3 to 5 business days. We understand how important this matter is to you and appreciate your patience as we worked to resolve it.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that all your concerns are addressed promptly. Thank you for your understanding and for giving us the opportunity to make this right.

• Initial Complaint

  Date:08/22/2024

  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.

  Dear Better Business Bureau,I am filing a complaint against the H&M store at ************ regarding my visit on August 12, 2024, around 4 PM. The service I received was deeply unsatisfactory and included:Billing Errors and Disrespect:During my purchase, there were significant errors in billing, including incorrect charges and a problematic refund process. When I brought these issues to the attention of the staff, their response was both dismissive and rude. The staff member reacted with sarcastic comments like NOW WHAT and displayed a lack of urgency in addressing the errors. This dismissive attitude, coupled with the staff's apparent unwillingness to rectify the errors promptly, left me feeling deeply humiliated and disrespected.Public Embarrassment and Discrimination: he situation escalated when, in the presence of other customers, the staff member openly criticized and belittled me while handling the billing errors. This included derogatory remarks and an overall attitude that felt discriminatory. Instead of resolving the issue discreetly, the staff member made a spectacle of the situation, which caused me significant embarrassment and distress. I felt publicly shamed and devalued, which had a profound negative impact on my self-esteem and well-being.Lack of Assistance with Packaging: Following the resolution of the billing issues, I received no assistance with packing my items, a basic service expectation. The staff member rudely shoved my items aside and left me to pack them myself, f Broken Carry Bag and Indifference: As I attempted to pack my items, the carry bag provided broke, causing my purchases to fall out. Despite the inconvenience and potential for damage to my items, no staff member offered assistance or expressed any concern. This shows lack of empathy and care.The stores response with discount coupons was inadequate and did not address the issues or offer a personal apology. I seek your assistance in addressing this matter.

  Business Response

  Date: 08/22/2024

  Good Afternoon ******,

  We are sorry to hear of your experience in our stores. This is definitely not the kind of experience we want our customers to have. I do see that you have been in contact with our customer service line and your case was escalated to a manager. The feedback was sent to the district manager and will be provided to the employees involved. The H&M case reference number is *********. We have replied to your email as of today and are waiting back to hear from you. We apologize for the trouble and hope we can resolve this for you. 

  Customer Answer

  Date: 08/27/2024

  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

   

  nobody from the business has contacted me yet.[ i am still awaiting the response.

  please keep the case open till resolved.

   

  thanks,

   

   

   

   

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

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

  Business Response

  Date: 08/31/2024

  Hi ******,
  
  Thanks for following up regarding your visit to our ************** store on August 12th.  
  
  We greatly value your feedback, and never want you to have anything but a fun and welcoming experience in our stores. We partnered with our store team after receiving your feedback ensure that our proper service procedures are followed moving forward. Although we are unable to disclose the complete actions taken at the store level, please rest assured that swift and appropriate action was taken to address the poor service you received during your visit.
  
  We also provided your contact details to our store manager so they could contact you directly, as you requested. They let us know that they would be reaching out to you by the end of the week. If you have not heard from our manager, or if there are any unresolved billing errors, we welcome you to give us a call at ************** so we can best assist.
  
  Our offer to send 2 store coupons for 20% off an item is still extended as an apology. We'll just need to confirm your mailing address to send the letter. 
   
  Please let us know if you have any additional questions. I hope you visit us again soon and give us a chance to show you how we have improved!
  
  Kind Regards,
  ******************  |  H&M Customer Service Supervisor