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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

Find a Location

H&M has 116 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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

    Customer Complaints Summary

    • 244 total complaints in the last 3 years.
    • 106 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Went to store to return my order Store employee decided on the spot to limit my return to $200 when that is not the return policy

      Business Response

      Date: 04/25/2024

      Hi *****, 

      I'm sorry to hear about your return experience. I have created a case for you so we can assist with your return and provide feedback. Case number *********. As long as you have your original receipt and you were/are within the 30 day return policy we can accept your return. Please contact us at ************ along with your case number and we partner with the store manager to assist with your store return. 

      We look forward to hearing from you best.

      H&M Customer Service 

       

       

    • Initial Complaint

      Date:04/16/2024

      Type:Product Issues
      Status:
      Resolved
      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 mailed out my return item around FEB 20th, and received the confirmation refund email on March 4th, then I have been notice the amount is not correct. So I use the online chat with the agent, filed the case, the agent told me that she dispatch thru the IT *************** so that I will received my fully amount for E-Gift card soon. But in fact, I did not receive any call or emails regrading for my issue. Now it has been more than a month and I have been contact them multiple time, every time told me the same things, I am super disappointed and frustrated at this point. I will need someone look into this issue and got this fix ASAP!!

      Business Response

      Date: 04/16/2024

      Hi ****** ****,

      You returned items back to our warehouse in February 2024 for an order that was placed on November 27th. Per our return policy, orders returned more than 30 days after the order is placed, will receive their refund in the form of an electronic gift card. A refund in the amount of $13.92 was emailed to you on March 4th, 2024. You are still owed an electronic gift card in the amount of $34.39. You can expect the electronic gift card to emailed to you within 3-5 business days. 

      If you have any questions, please do not hesitate to reach out to us.

      Kind regards,

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

      Customer Answer

      Date: 04/18/2024

      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:04/02/2024

      Type:Product Issues
      Status:
      Answered
      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.
      This is for order #***********. The order was not delivered to my address and was returned to the H&M warehouse. However, I never received my refund although it has been two weeks. I've contacted H&M support thrice via phone and chat in the past week and they all confirmed that the H&M warehouse received the order. They stated that I would receive a full refund in the amount of $65.60 since I didn't receive my order, but the refund was not processed.The DHL tracking number ********************************** also confirms that my order went to the H&M warehouse and not to my address.Customer support even promised that I would receive my refund within ***** hours (screenshot attached), but it has been more than 168 hours and I have not received anything.Please process a refund of $65.60 asap.Thank you

      Business Response

      Date: 04/16/2024

      Hi *****************,

      Thank you for contacting us regarding order ***********.

      I'm sorry you did not receive your order. We have processed a full refund in the amount of $65.60 on April 4th, 2024. If the refund does not reflect in your bank account, please contact your bank.

      If you have any questions, do not hesitate to contact us.

      Kind regards,

      ******************** 

    • Initial Complaint

      Date:03/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order # *********** This order was delivered today by **** they left a cardboard box out in the rain without covering the box or placing it inside a plastic bag. I need to return 2 items from this order - 1. the box ************* - the bottom flaps are warped and 2. beige sweatshirt ************ - not the color it appeared online. I called H&M because I need to return these two items, but since the shipping carrier left the box out in the rain without cover, I have no box to return these items, so I called to ask if they could send me a large shipping BAG so I could package the two items I need to return. The customer service rep that I was talking to barely spoke English and kept telling me that he couldn't send me a box, only send me a return label. I repeated myself several times and told him I needed a large BAG, not box, and the box I received the items in was damaged. He told me I needed to contact *** to report the damaged box. I said no, I didn't need to report the damaged box to **** H&M could do that if they wished. I was requesting a large bag be sent to me so I could return two items - 1. that was damaged and 2. the sweatshirt was not the same color. If your company won't send me a bag to return these items, then at least refund my money as I have no other shipping box to use to return these items and should not have to go out of my way to find a shipping box or bag when *** left the box my order was delivered in out in the rain. I was placed on hold an excessively long time and then the line was disconnected.

      Business Response

      Date: 03/07/2024

      Hi ****,

      I apologize for your experience with us. I understand you would like to return items but the original packaging was damaged. Our warehouse does not send empty bags/boxes to customers. There isn't a way to put in such request. I would suggest that you use a different packaging to return the items. I have applied a 15% discount to your current order. I ask that you use the $25.10 from the price adjust to purchase new packaging for the return. The funds will reflect back into your account within 3-5 business days.

      If you have any further questions, please do not hesitate to contact us.

      Kind regards,

      H&M

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Answered
      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 filed a complaint against H&M about quality of the shirts, jackets, and bags that I purchased during which H&M honored to return by shipping back to corporate after Feb 1 H&M changed their policy so all the purchases before the return policy change are now unable to be returned. I filed the chargeback yet H&M would not share the evidence that declined the chargeback for denying me the return. I am asking H&M to honor their return policy and ship back to corporate location.

      Business Response

      Date: 03/06/2024

      Thank you for bringing this matter to our attention. We advise the customer to contact customer service directly to see if a resolution can be found for their situation. While our return policy has been updated, if this was a store purchase, it would still have to be returned or exchanged at one of our store locations. Store purchases cannot be returned to our warehouse or "corporate" as referenced by the customer. This has always been the policy and it can be found online under our website's customer service tab. Please let us know if any additional information is needed.

    • Initial Complaint

      Date:01/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      *********** I returned all the items in this order and Im missing refund for 568$ in this order Id like refund to be issued And also *********** this package was rerouted back to the sender while it was on its way to me and full refund havent been issued

      Business Response

      Date: 01/18/2024

      Hi,

      All refunds have been issued for the customer. The reason why a refund has not been issued yet is because our warehouse does take up to 7 days to fully process returns. Because not enough time has passed, a refund was not yet issued for the customer before complaint. 

    • Initial Complaint

      Date:01/16/2024

      Type:Product Issues
      Status:
      Unanswered
      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 on 26 december from H&M and they showed it delivery on 8 Janurary, but it was not at my door when i checked, as i informed about the issue to h&m they told me that they cannot do anything, just gave a discount coupon. They dont even tried to look into issue. I need my refund by they are not ding anything abd not even replying to my mail.This is what they sent me.Hello *********!Thanks for reaching out to us. We trust you're doing great today!Were reaching out to you regarding your order no. ***********. We're sorry to hear you did not receive your package again. As this has happened more than once and there was a proof of delivery, we're sorry another refund could not be processed for this order. We've no doubt you must be disappointed and would like to assure you that we feel the same too and didnt come to this decision lightly. Due to that, we've emailed you a discount hoping that this will make you feel a bit better!The good news is we have other delivery options and we would still like to see you so if you decide to shop with us again, you may consider one of those to prevent this from happening again.Thank you for your understanding and for shopping with us!Id love to leave you with a good experience so if you have a moment, theres a survey at the end of this email to let me know how things went and if theres anything else I can do to make your shopping experience easier and better!Have a great day!****

    • Initial Complaint

      Date:01/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      10/12/23 - placed an order online with H&M to my home address.10/21/23 - received message that items arrived late to ******************************* at National Harbor ****************************************************************** ********* ** 10/23/23 - called H&M to let them know that I did not receive the package and it arrived at their store instead - I was told it would automatically return and refund in 10 days.10/26/23 - Received the following message confirming that I would automatically receive a refund. "Your order [***********] is waiting for you at H&M ******************************, ****************************************************************** SERVICE POINT ACCESSORIES department, floor 0. You have 2 day(s) to pick up your order. Please note, if you don't pick up your order within 2 day(s), your order will be returned and a refund issued."11/2/23 - Called H&M and told that a refund was forthcoming.1/6/24 - Called H&M to inquire about refund and told that I will be charged despite not receiving the merchandise and there is nothing that be done The website shows that the merchandise is "Ready for Collection" / "In Warehouse"

      Customer Answer

      Date: 02/02/2024

      Better Business Bureau:

      At this time, I have not been contacted by H&M regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:01/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 order Some shirts and Pants a month ago from their website..They shipped me the wrong Item (Got another top instead of pant). I return and shipped the item back about three weeks ago with a confirmation that H&M received the item and still have not received a refund. I have sent email to them and been told once that It taking longer than normal to issue a refund and no more reply after that first one.

    • Initial Complaint

      Date:12/26/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 an item from h&m order number *************** when it arrived the size was wrong so i got a return qr code issued on their website and dropped off my return, the return has been dropped off almost a month ago theres an update that it was picked uo by their delivery partner however to this day no regund has been issued. so i paid for an item that is not in my possesion but in theirs, I tried contacting customer support through several channels but they are unhelpful and H&m effectively scammed me out of my money

      Business Response

      Date: 01/09/2024

      Customer reached out to us directly on 12/22/23, and we issued them a refund for their returned item.

      Customer Answer

      Date: 01/12/2024

      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,

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



       

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