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:07/10/2024

  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.

  Bought a dress and clerk entered my email on zebra device for receipt and refund purposes (I am a senior and struggle with the small devices offered in store so she offers to enter it for me). Days after I came back in to do a return and my purchase did not come up under the email provided to her. My guess is she typed a character wrong or forgot to hit submit but there was no record. Store refused to take item back (new with tags) because clerk entered my info wrong. A receipt was not emailed to me either and since they do not give a bag with purchase there was no receipt in non-existent bag.Store manager ****** refused to allow me to write his name down so I could address this with corporate.

  Business Response

  Date: 07/24/2024

  Hello, 

  We encourage customers to reach out to our customer service center for assistance with their returns at ************. In this case, the return may have been denied due to our return policy section that states that customers must have a receipt in order to return or exchange items. You may take a look at the snip for return policy details and visit our website for up to date details. We encourage customers to familiarize themselves with our return policy. 

  Best Wishes, 

  H&M Customer Service 

  Customer Answer

  Date: 07/29/2024

  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]

   

  Return refused even with receipt on app that store could not pull up.

  Did you even read my complaint?

  Will just post on social media instead.  Obviously H&M does not care about its customers.

   

   

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

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

• Initial Complaint

  Date:07/02/2024

  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 bought pants from H&M in ***********. They are size small and dont fit me - the zipper doesnt work. They fill everywhere else. I went to the ************* store today to return or exchange them. I dont have the receipt. The manager wont help me saying that the company cant do anything without the receipt- no even exchange nothing.The lady had no customer service experience and when I asked to speak to a manager she kept refusing. I felt humiliated. The manager then came and said that its best if I donate the $40 pants and get 15% off on my next purchase. And then other customer got rude at me and said I will pay you for the money.This was a very humiliating experience. Its not a matter of $40. Its a matter of principle.The return policy was not advertised anywhere (in a readable manner) nor was I told when I bought the pants.

  Business Response

  Date: 07/17/2024

  Thank you for submitting and passing along this complaint. We have emailed the customer regarding the return policy and created a case (Case# *********) so that their feedback is passed along to the store level management team. We are unable to return or exchange items without a receipt per our policy, which is stated online and on the back of the receipt print outs in store. 

   

• Initial Complaint

  Date:06/28/2024

  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.

  I placed an order that was supposed to arrive between 6/26-6/27. The order said it shipped on 6/23, but when I clicked on tracking on 6/28, it shows that only the label was created and it was never scanned by *** (aka it's still with H&M). When I contacted H&M customer service via both chat and phone, they told me there's nothing they can do. I have to wait an additional week+ to see if the package "shows up" (the chat rep told me I need to wait until 7/2, the phone rep told me 7/6, so they're clearly just making up dates) when they know full well it was never even scanned for shipping.I asked what my options were as I need the items by 7/3, and I was told I have no options but to wait around. I asked if I could cancel the order and they said they're "unable to process cancellations". I asked if I could guarantee the items I ordered would still be in stock when I inevitably have to reorder on one of their arbitrary "wait" dates and they said that wasn't possible, either. I asked what my options were and I was told I have none but to "wait and see". Completely irresponsible customer service. The easy solve would be to cancel the order and reorder for me, as they're fully aware this shipment is never coming, but they won't do that. Now I'm out $60, and the items that were supposed to get to me by 6/27 are likely lost behind a loading dock somewhere.

  Business Response

  Date: 07/12/2024

  Please inform customer that parcel was delivered 7/5 by **** if customer is unhappy with the items please return them for full refund. 

• Initial Complaint

  Date:06/21/2024

  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.

  On March 27th, I went into my local H&M to return two items. I've never had any previous problem returning items to this store, & have previously returned online purchases as well as H&M Home purchases in this store. The manager refused my return & when I asked about the policy since I recently looked over it again, she couldn't point or refer to the specific place. She told me I had to go back to that store & return *** or request a packing slip from customer service.I left & when I contacted customer service (see transcript attached), asked if they could provide a shipping label so I didn't have to drive an hour to the original store. They said they couldn't, but that the store should have returned it. I don't live close to that store either so I didn't want to go back & attempt again only to be told the same thing. I asked them if it was possible to mail the online return & include the in-store purchase, she said it was possible & it would be at discretion. I took the risk mailing back the in-store item but if it wasn't possible, I expected them to return the item. They still haven't & can't even locate *** *** also haven't received a refund for that item.I've contacted their customer service multiple times inquiring about it & what was going on & every time there isn't anything new or they tell me they'll get back to me. This was at the end of ********** are now at the end of June *** still don't have a refund or the item returned to me. If by chance they do find the *********** it back to me, it still doesn't solve the issue of getting a refund for the item. There is no exception or guarantee that if I go into a store, past the return time frame, that I will get refunded for this item, whether my original payment or even a store credit.

  Business Response

  Date: 06/22/2024

  Hello,
  
  Re: Case *********
  
  Thank you for contacting us.
  
  A case was previously created for this issue, but was sadly closed before an agreeable solution was found. Although we are unable to remotely refund store transactions to the customer's original method of payment, we have offered to issue an e-gift card for the cost of the returned item. Our offer was emailed directly to our customer earlier today and we do hope to resolve the issue upon their reply.
  
   ** *******                      *****
   *******    ****** ***** 
  
  

  
  Please let us know if you have any additional questions.
  
  Kind Regards,
  H&M Customer Service

• Initial Complaint

  Date:06/04/2024

  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.

  Online order #*********** for clothing placed Sept 12 2023 and invoiced on **********. One pair of pants were returned and email confirmation was received Dec 20 2023 confirming receipt by H&M, return invoice **********. The documentation advised it may ***********-8 weeks to see refund. After 2 **** statements no refund was received so I emailed April 9th 2024 to have tracked. The reply was that the order was too old to now traced. I've now emailed and called several times only to be told the file cannot be accessed due to age. Case # ********* Value is only $56 however it is only right that the customer is refunded for the products that were confirmed to have been received back to H&M.

  Business Response

  Date: 06/06/2024

  We do apologize for the inconvenience however due to the time frame of this order we're unable to locate this purchase in our systems. Please have the customer reach out to their financial institute to dispute the charge. 

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising 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 5 gift cards. Each one was 21 dollars and discounted 20 dollars per transaction. So I was basically charged 1 dollar for a 21 dollar gift card. After about an hour, each of my gift cards was changed from 21 dollars to 1 dollar. I would like to have my full 105 dollars worth of gift cards. I didn't screen shot everything, but the attachments should give you a good idea of what I had and how it changed in ****** wallet

  Business Response

  Date: 06/05/2024

  Hi,

  Customer took advantage of a glitch on our website for our promotion that was going on. The promotion was supposed to be receive $20 of bonus gift card value when you purchase a gift card worth $100 or more. The glitch allowed customers to purchase a $1 gift card, and the extra $20 dollars were added, making it worth $21 dollars. Our 3rd party gift card provider made the decision to devalue the gift cards purchased this way. If the customer would like a refund of their $1 for each gift card they purchased, please have them contact ******* at ************ or email ************** for those refunds.

• Initial Complaint

  Date:05/29/2024

  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 ordered 8 items on May 16th. Per tracking the items were shipped in one package. When the package arrived there was only one of the 8 items in the package, I reached out to H&M immediately and they opened a claim to investigate. After 4 days when I didnt hear any updates I called customer service and they told be the claim was denied and they would not be able to help me any further. I have ordered several times from this business without issues; this is the first time I have had missing items and instead of trying to help me they are essentially refusing to acknowledge a mistake has occurred.

  Business Response

  Date: 06/16/2024

  Due to the weight of parcel upon delivery being 4 lbs, we have denied the customer's claim and cannot issue a refund.

• Initial Complaint

  Date:05/27/2024

  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.

  Hello there,I purchased a gift card a while ago but didn't use it until recently. When I went to the store on Dec 23, 2023. to use it, the balance showed up on the store's device, but I wasn't able to make any purchases with it.The barcode on my gift card became unreadable because the employee scanned it multiple times to check the balance. I have a receipt from the store showing the balance. Despite contacting them many times, they agreed to send me an equivalent card but never did. This feels misleading since they claim the gift cards never expire. Their communication seems deceptive, as they keep promising a resolution until I give up out of frustration.I've attached my email for communication, along with the receipt from the store and the barcode number of the card as provided by the store employee."

  Business Response

  Date: 05/30/2024

  Hello,

  I was able to locate your case that we filled for you. Case **********

  We have sent your e-gc to email ******************* which is the email that's on file with us. Please make sure you check your junk/spam box as well. 

  My apologies for this delay. The previous agent working on your case did not dispatch your case to the management team so we can issue the e-gift card. This is definitely unexceptable and I have followed with this agent and provided feedback. I also issued a 30% plus free shipping for the inconvenience and the wait. I will send another email from our company email to confirm again. 

  If you have any questions please feel free to follow up with us at ************************* along with your case number above to further assist.

  Best,

  ******

  H&M Customer Service 

  Customer Answer

  Date: 05/31/2024

  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:

   

  Hello there,

  Thanks for your answer. The email address in your file is wrong. My correct email is : ********************** Please send the **gc to this email.

   

   

   

   

   

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

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

  Business Response

  Date: 06/12/2024

  Hello,
  
  The customer's account was set up using the email, *******************. 
  This is where the e-gift card was initially sent. At no point were we notified of the email change or an alternate email.
  Since this new information has been presented, the e-GC has now been sent to the alternate email, *********************.
  Please let us know if there is anything else that we can assist with!
  
  Best,
  
  H&M ****************

• Initial Complaint

  Date:04/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a ******/ wheelchair on 1/17/24 from a **************** Bulukinc Product never received and no way to contact merchant or shipping company. They said it was delivered, but never received.

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by H&M regarding complaint ID ********.
  
  
  
  Sincerely,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:04/26/2024

  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.

  I've tried numerous times to unsubscribe, but H&M keeps sending me e-mails!

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding H&M has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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