H&M Reviews 16,317

I am still waiting for a refund for a return I made a month ago. Their customer service is a total mess—they keep asking for the same tracking number over and over. It feels like they are intentionally making it difficult to get your money back. Extremely unprofessional

What a joke! I ordered some tailored joggers, seam down the front, looked really good on the photos, when they arrive instead of tailored joggers I received the cheapest look bog standard joggers I've ever seen, £38.99 with delivery, it's would not have them given. I rang to complain, they give me a full refund but no attempt even when I asked to try sending me the correct item they just was not bothered, 1st time and last time I will ever shop with H&M. It's a shame I had to give one start to start my reveiw, I would give no stars if I could

Diabolical customer service from people who couldn’t care less. I mistakenly sent a pair of ASOS boots back to their warehouse and they have not investigated where they are, they say they have no contact at all with their warehouse and I have effectively been left to come to terms with the fact that their employees have stolen my belongings. Each new customer non-service agent has absolutely no clue what my case number is about. They are utterly useless.

Placed an order for 3 cardigans. All arrived on time and were lovely. Never have problems with H&M. They use Evri and where I live Evri are great.

I got some "hand blown" glasses from the Bluewater store. But they are clearly not hand blown, as you can see the line from the moulding.

I’m leaving this review to document my experience with H&M Australia’s loyalty program, so other consumers are aware.

In January 2026, I submitted multiple product reviews in good faith based on H&M’s publicly available membership information, which states that each approved review earns 5 points. There was no mention on the Australian website of any monthly cap or review limit.

Despite several confirmations from customer service that my reviews were received, 40 points were not credited. Over the course of multiple emails and a live chat session, I was given inconsistent explanations, including a “monthly cap” policy that I could not find publicly disclosed anywhere.

After issuing a formal final deadline and subsequently lodging a complaint with Consumer Affairs Victoria, the missing 40 points were finally manually credited. However, H&M has still not provided any public link or documentation showing where these loyalty point limitations are disclosed to consumers.

While the points were eventually added, the resolution only occurred after escalation to a consumer protection authority. I believe loyalty program terms and limitations should be clearly and transparently disclosed upfront to avoid misleading customers.

I hope H&M improves transparency around its membership program so customers can make informed decisions.

Ordered 8 days ago paid delivery still not here.....this is a company on the brink of disaster!
Zara....New Look .....Pink Boutique
All deliver next day its embarrassing!

I returned a jacket which was too big and received a email saying the return was rejected and the item would be returned to myself.

I followed this up immediately with customer service and was told the item had been worn and therefore didn't meet the return standards. I had tried the jacket on but had never worn it outdoors so to speak.

Needless to say this will be my last purchase with H&M, very insulted and disappointed with the poor customer service.

I really love H&M because My mum has been wearing H&M since the early 2000s, and honestly, some of her clothes are still in great condition. Now I’m the one wearing them! I also have some of my own

The designs are simple but timeless, the quality is solid, and the pieces are easy to mix and match. It feels like a small investment for everyday clothes that actually last

If I could give 0 stars I would. Rude and arrogant staff completely dismissive. Clothing had incorrect pricing, no customer service, no basket or trolleys to gather items, when you ask staff questions they stare at you and respond in patronising way completely and utterly useless! Then went to checkout no staff whatsoever, we looked around seen the staff were clearly looking directly at us and ignored us again arrogant and rude! Did not come when asked or even respond! Then we scanned items at self checkout to be told we need to have a random search for absolutely no reason so we thought that's fine but no staff member approached us to do this so we were unable to purchase the items. We ended up leaving the items there. Main thing is staff are absolutely useless in every way!

M u r d e r s,Animal cruelty their specialty

Where are my refunds???

Received a defective item with a hole in it. Customer service confirmed via chat that I could return it free of charge and issued a QR code.
Despite this, return postage was deducted from my refund. I have chat evidence confirming the free return.
I’ve had to raise a formal complaint to recover money that should never have been taken. This was my first and will be my last purchase from H&M.

If I could give a -5 star review I would.
I had exactly the same experience as another poster on Trustpilot in my effort to purchase gift cards for my family before Xmas to take advantage of their extra £5 promotion.
However, using every debit/credit at my disposal the site kept reporting there was a problem with the transaction.
I got their Customer Services involved and while one admitted it was a known fault I was then tasked to fault-find the problem for them! Amongst the questions asked were, and I quote:
We’ll need the following details so we can investigate further:
Date and timestamp of the most recent transaction attempt
Purchaser email address
Recipient email address
Purchaser name
Recipient name
IP address (you can find this by searching “What’s my IP?” on Google), if available
Once we have this information, we’ll be able to look into the matter more thoroughly.
So, in other words none of my previous emails explaining exactly what I was doing had any effect!
I don't know how many sales they lost over Xmas but somebody’s head must have been on the block! Essentially, they're a multi-billion dollar company who employ Customer Service reps who spell Customer as ‘Hello custmoer’ !
What a complete joke – beware if you have a problem!

I bought a dress as a backup dress from the Southend branch manager’s name is Christina
As I didn’t need the dress, it was stayed in the paper bag,
When I try to return the dress, the manager was extremely rude and refused to give me a full refund even though the tag was on the back of the dress
She’s reckoned there was a mark on the dress which actually wasn’t a Mark. I have sent photograph evidence to the head office along with the picture of the tag still being attached to the back of the dress and they are absolutely useless
Didn’t want to know whatsoever as far as I’m concerned this is actually theft
Would I recommend Anyone shop at H&M never I will do my upmost to make sure no one buys anything

I paid €20 for a "genuine leather" belt from H&M, and after only a few days the coating started peeling along the edges. The product feels like low-grade split leather with a plastic coating, not what most customers expect when paying this price for real leather. Photos attached. Very disappointing quality control from a global brand.

This store is one of the most toxic places I’ve ever worked. If you’re not family or friends with the manager, Myriam, you’re treated like an outsider from day one. She hires mostly Puerto Rican women she personally knows, goes to parties with, has on social media, and they all form a clique that sticks together. They constantly speak in Spanish around others so no one else knows what’s going on. If you’re not in the circle, expect to be treated differently, ignored, or targeted.

They hired someone who doesn’t speak a single word of English to work on the sales floor. I tried to work with her during truck and she didn’t understand even basic words. But because she’s friends with Myriam, she got the job and they just put her on early shifts so she doesn’t have to talk to customers.

One of the managers, Kevin, had a sexual relationship with a coworker and nothing was done. I was friends with that same coworker and suddenly Kevin started nitpicking everything I did. I reported it but of course nothing happened. It was swept under the rug just like everything else.

Illeana is a nightmare. She’s screamed at customers, chased them out of the store, and once pulled out her phone and started recording me while yelling in my face. She lied about it afterward. I asked Myriam to review the footage and she told me they “can’t even look at the cameras.” I even contacted HR and sent them a detailed report and they never responded. Nothing was done.

Illeana also drives recklessly into the parking lot when she’s late and nearly hit my child when I had to bring him with me for a few minutes one day. That alone should have gotten her fired, but again, nothing.

They treat Tamara, one of the only good managers, like she’s below them. She’s constantly stressed because she’s picking up all the slack while everyone else in the clique coasts through. She’s kind, professional, and actually listens to employees, but they dump on her because she’s not part of their friend group.

I got written up for being one minute late. Literally one minute. Meanwhile, other people call out all the time, show up late, and nothing happens. I even had sick time deducted from INFOR and they still tried to write me up for it. When I pointed that out, they said they’d ignore that one, but still counted two others to justify firing me. Makes no sense. I’ve seen people with way more callouts and absences who are still working there with no write-ups. They just wanted me gone.

I also had an issue with one of Myriam’s friends during truck. I was working alone while the other two helped each other. A coworker who wasn’t even management tried telling me what to do even though I was following orders from an actual manager. She got loud and stormed off. I told the manager what happened and that I was sick of the favoritism, of always being the one left out while they protected their friends. Her response was basically to take my break and move on.

One of their friends who used to work there still comes in and kisses a manager on the lips at the register. It’s all personal relationships and no professionalism. It’s honestly disgusting to watch happen in a store setting.

Other coworkers felt the same way but were afraid to speak up. After I reported Illeana, I started getting written up for the tiniest things. It was clear I was being pushed out. People even told me they saw it happening. This place is high school drama, gossip, and abuse of power all rolled into one. The stress it caused me mentally and physically was awful. Between the favoritism, lack of support, constant write-ups for things others weren’t punished for, and being treated like an outsider, this was the worst job I’ve ever had.

Avoid this store completely. Whether shopping or working, it’s nothing but problems.

I regret buying from them. They took so long to deliver my order and they sent me an email saying that I should expect my orders on 30th January, the an post guy came on the 16th of January but I was not expecting to receive it ,now my order went back to the warehouse and I can't go there to collect it as I'm working during the hours they're open!

One star only because the customer service remain polite while still being unhelpful and unable to resolve the most simple query.

H $ M is a
SCAM..H&m in India is a SCAM ! I placed an order to be delivered at an 5* hotel. After waiting for 12 days when I called they told me they can not find the hotel !!! Then refused to refund me. When I filed a complaint for Order Id:46461559162 they refused to refund. After posting this review they have arbitrarily sent a mail asking to pick it up from a Banglore location after 20 days of placing order . I am no longer in that city to go collect it. This is their tactic to not refund me. All I am asking for is a refund. It’s a clean case of cheating. In india online ordering and refunds are not honoured at all. Customer
Service is also unhelpful as they speak like a BOT.