H&M Reviews 16,322

Absolutely disgusting with H&M customer service and Evri

I ordered online as I thought it would be easier I was so wrong
Evri claimed they had delivered my parcel on Sunday 4th January at 22.35 I was home no one rang the doorbell
I then received an email saying parcel delivered??

Monday morning I called H&M customer service to be told parcel had not been delivered as I had changed the option to leave in enclosed porch.
Tuesday 6th January I get an email from Evri saying sorry we have missed you
Again I called H&M customer Service asking why it was not left as requested in enclosed porch
Customer service apologised and said they would get it re delivered that day or the latest Wednesday
Wednesday came no parcel
Today again no parcel so I called customer service and asked to speak to a manager which was a total waste of time as they have absolutely no idea other than to give you 20% of your next order she then told me the status had had been changed to deliver to local shop which I never requested
They have no idea what’s going on I am still without my parcel which I needed for this Saturday
It has taught me not to order from H&M online

Evri did not pick up my collection. It had to be a pick up because H&M sent a box over a metre and a half long. If I had known H&M use them, I would not have ordered.

Evri then say my parcel is in the system so this blocks me from anything on their live chat and or phone system. After digging around for over an HOUR on H&M I find a phone number and ask if they could regenerate a new label, escalate to Evri and rebook.

37 minutes while Kurt tutted, did not offer up a single piece of information willingly and his colleagues shrieked, giggled and made so much noise in the background it shows no headset, not paying attention and getting massive attitude when I had to keep asking 'have you sent X?' 'Did you flag outsized parcel?' 'Could I return to store?'

The little 'oh bad luck, you missed the window by a day' and smirking tone really showed that H&M staff and the company don't care about customer service. I waited in for 12 hours and then have spent 9 hours chasing this up because the parcel is worth a lot of money (tbf I saved a tonne in the sale) and it is clear that they want to block returns being easy and make money that way.

Little things like not telling me which case number for which company, not offering up a single piece of info without it being dragged out. Did I not work in retail customer services, I'd have been left in the dark. Either I got the guy who doesn't know his stuff or they are encouraged to be obtuse and unhelpful. A bot is at least perky while obtuse and unhelpful.

DO NOT purchase anything from them unless you do so on credit card and can chargeback. My parcel is booked for 7 days after the first collection and that was delayed because H&M gave the incorrect info about the collection system on my return.

Edit: the promised email to recap and show he has escalated to Evri never materialised. 39 minutes of infuriating national rate priced phone misery I won't get back. I'm literally paying via my phone bill for these two companies to behave like bandits.

Edit 2: Kurt at H&M booked the redo collection for the wrong date. I took tomorrow off. Just got an email they are coming now. I guess very easy to not to care about people's job schedules when you are so bad at your own job. Evri still didn't reply nearly 7 days on.

DELETING THE APP AND NEVER SPENDING ANOTHER PENNY THERE.
Just tried to return some items brought online at Xmas but informed that sale items only have a 14 day return window - buyers are notified in the small T&C’s you have to read on your receipt AFTER you’ve purchased. In my case that’s via email cos I ordered by app and you have to click ‘read terms and conditions’. Very shady of H&M. I’ll be spreading the negative word on every social platform.

Customer service don't actually answer your questions. I booked a return to be collected and have spent hours on chat and email trying to get it collected after 3 failed attempts. Waited over a month with the box in my hallway blocking up my flat. Will use up the gift card if it ever gets refunded and then will boycott H&M, what a disgrace.
Now on 4 failed attempts and on this 4th attempt Evri have marked it as collected somehow even though it is definitely still sat in my hallway.

Went to Bluewater with my daughter went into H&M asked one of the ladies in there for Help. She was very rude very abrupt. I told a member of staff was there a manager on the floor and when I told her what happened she said you sure it weren’t the manager and I looked at her and said if it 😡😡was owe will no when you call her so she came out she was very rude to me. She was very abrupt. She got me and my daughter very upset started throwing her arms around everywhere saying that we’ve gone in that’s cause trouble and that we were to get out of her store my grandson is autistic who got very upset we told security in there we could’ve taken it further but she upset us so much. We just wanted to get out.🤦🏼‍♀️

An absolutely dreadful experience regarding a faulty linen duvet cover.
It would take too long to write about the whole saga but it was like dealing with crazy people. They ring you back but cut the call after one ring so they can then say they tried to reach you but you were unavailable. They never answer the question you are actually asking.
That gives a small taste of how they treat customers
NEVER EVER AGAIN will I buy from them

I bought a christmas present assuming that H&M would give a longer return/exchange date but as it was in the sale they only gave 14 days.
I would never buy from them again as I have now wasted £25 on something that I do not want - very bad customer service.

I was away for Christmas and wanted to return some things that I bought.
I told them I just opened the package but they kept insisting that the time to return was 14 days not 30. Deleting the app now

Many options and quality is good for the price. I see a lot of negative reviews but my experience was very smooth

delivered next day and super quick and easy

One of the worst retailers
Nice store, decent prices
Quality very low and if peace of. Loth is defective, well too bad
They got your money, you loose!!
Be back? NEVER

I have ordered from the website a couple of times. Both the times, the items didn't arrive at all. I kept tracking them items. After 6 to 8 weeks, received an email saying they have received my returns. When I didnt return them. Disappointing. One of the orders was a Christmas gift which never arrived.

Had an awful experience at H&M High Wycombe store today where I returned a few baby items I’d ordered online and one of the items had the wrong tag on. Which I obviously wasn’t aware of because I just returned the item I received from my click and collect order.

However, I was made to feel as though I was lying and the lady in the shop asked me if I’d purchased a different bodysuit which the tag belonged to (which I hadn’t and can prove with my receipts).

One of the reasons I was returning them is they smelled of washing powder as though someone else had purchased them, worn them and returned them.

I’ve recently had a baby and so shopping for baby things is still quite new to me and I’ve received the loveliest service from so many people that I feel really disheartened to be treated like this.

Felt very upset and very disappointed after shopping at H&M for 20+ years.

Significantly poor customer service. Escalator out of order, brushed passed by a staff member to exit the lift ahead of me, no available seating on ground floor to try on shoes, advised by the same team member from the lift to go back upstairs to try on shoes. Senseless store management and even poor customer service.

I visited H&M on a cold winter’s afternoon. The 20th December 2025. I genuinely had not been in the city centre for a while. I walked into a new structured design. I liked it straight away. Looked through the downstairs women’s clothing. I was use to women’s clothes being upstairs. I went upstairs and looked around the women fashion. I eventually bought some tights and socks. The male assistant directed the use of the new payment system. He was extremely helpful. I left feeling valued. It was nice to be back. The staff were all friendly and welcoming. Thank you.

I ordered an online gift voucher as a gift. I mistyped the recipients name and immediately phoned customer services to get it rectified. 7 calls later with 100% promises that they had now sent the voucher to rhe correct email and that i would receive a call within 24 hours NOTHING. Kept on saying sorry and that they had escalated problem Nothing.. this is after 1 month of trying to get this voucher now sent to me. USELESS - THEY HAVE MY MONEY AND I HAVE NOTHING. IF I could give them 0☆ I would

Their policy changed and twelve oaks mall in Novi doesn't give you store credit or exchange of size. It's pathetic that they change policy and don't care to inform customers

Shien and temu better than this stpd so called brand, 15 days no clue for parcel

I made an order on 14/11/25. Received an email to say I would receive my item in 2-3 days. I received an email on 19/11/25 to say my item was running late and to allow 10 business days, which has now passed.
I then have to chase this with a chatbot which was absolutely useless then passed over to Mbali a H&M agent.
He refunded me my shipping cost and offered me a 15% off voucher for my next order which I declined (the voucher) as I do not wish to order again from a company where I may wait 3 weeks for an item with no further update in which I have to waste my time chasing.
I asked for my money back for the item as compensation as I have in the meantime had to go out and buy from somewhere else. He refunded me the money and said my item was cancelled. Not happy at all and asked how I would now be compensated for this whole ordeal. He then ignored me so had to message to ask for him not to ignore me. A 15% voucher, meaning I would have to spend more money at this awful company to use this voucher is not compensation.

Someone bought my daughter a Christmas gift that is too small without a gift receipt. Columbus Circle (NYC) won't even exchange or give store credit at current discounted price. Now my kid is left with a rag because she obviously can't use the gift.

I used to shop H&M all the time. NEVER again. H&M, you lost me.