H&M Reviews 

First time ordering online and it will also be my last time. First of all, charging a return fee for items that are only available online makes no sense to me. Second of all, they sent me a pair of used and dirty sneakers instead of the article I ordered. I contacted support and was informed to return the item and the return fee will not be applied. The return instructions that were sent were completely inaccurate and wrong (their generic templates were probably not updated according to the current situation on the website). It took 2 weeks for the return to get back to the warehouse. I was charged the return fee. So I contact support again. (I can only assume that) without checking anything the support answers ONLY this “you have to select the correct reason for the return”. So not only not willing to help but not willing (or unable) to read either. So I contact them again and I tell them I selected the correct reason and that they need to check and manually refund the return fee. So another agent (this time I got lucky because I got someone who can actually read) refunds me the return fee. 4 weeks after ordering I get the dirty sneakers delivered to my house again, saying that my return wasn’t accepted. They did not refund me for the missing article in my order and are not answering my email since 4 days ago. Horrible experience. From customer support to warehouse workers. Never will be ordering or buying there again.

H&M encompass many brands, of which I purchase from COS and Other Stories.For a high street brand they are in the top echallon.

WHY is your delivery service the worst. I have been deterred from purchasing because the lead delivery is so poor. The route from the warehouse to the courier is a 'snail' pace. Your competitors like Zara are speedy,they use the same couriers, so why is this is spedition so poor. Is it administration perhaps.
Love the H&M parent brand from COS to the lower end, but resort to trailing into the city to purchase from store. I live in a rural village so it can be a 3 round trip.

Not good. Audit should highlight the failings.
Address it and improve.

SHOCKING customer service! an absolute joke but it isn't a funny one. you have a rating of 1.5 on Trustpilot but you are NOT learning from your mistakes,

I ordered items for a relative in Jamaica, next day delivery..... 15 days ago and I am still waiting! then H&M want me to wait another week for my refund, what an absolute scam. is this to earn interest from customers money perhaps?

I think you need to take a good look at the way you operate and stop messing customers around.

finally and actually most importantly i read a report about your "ethically sourced" wool....but I watched a video of sheep and other animals being abused (badly) at the very place you obtain your ethically sourced wool.... google it folks, see if it is true. I won't be buying ANYTHING from H&M again as they don't seem to care about anything but profit - IN MY EXPERIENCE AND PERSONAL OPINION. GIVE ME MY MONEY BACK

Missing items in my order and refused to refund. I tried 3 times with online agents and repeatedly told it was impossible. Took my money and didn’t provide the goods. I would give 0 stars if I could

I brought a jumper from H&M , for my daughter in Cheltenham, but when she tried it on it is Much to big , so is unfit for her , As i live in Penzance Cornwall i looked for a store to take it back to , but found out there are No stores in the whole of Cornwall , i called customer service , but they said i could only return in store, but there are NONE HERE !!, i hoped they would let me take it back next time i am in Cheltenham but that will be 3 months from now ( or let me post it back due to lack of shops ) it was a present for my daughters birthday , I feel very let down , and the jumper is so big i do not think it would fit anyone and is possibly faulty , it seems a Very unfair situation, maybe H&M should review their returns policy to take into account people who are not located near their stores

Ordered items for my holiday on 18/7
Tracking stopped updating 4 days later
Requested a refund numerous times (including a phone call today, nine days after ordering) and was told I’d have to wait another two weeks even though parcel is clearly lost. Am out of pocket with no items. The most unhelpful, condescending, disgusting customer service. Won’t order online again

Items never arrived, evidence shows this, then they argued with me for over 2 weeks asking for multiple emails, forms, printed and signed forms to be completed all without refunding me or offering any assistance. To me, seemed they intended to make their process as difficult as possible, they’ve lost a customer for life, overall Id strongly not recommend using them online at the very least.. ORDER : 89728359830 placed in July 2026.

There is a H &M store in my home town but the click and collect 'service' only offer stores that are over 30 miles away! The excuse, my local store is busy. Ridiculous!

I expected better from H&M, honestly. The shirt I ordered looked great online, but when it arrived, the material felt really cheap and thin. It was nothing like what I imagined. Plus, the size was off; I ordered my usual size, but it fit way too snug, which was frustrating. I tried to reach out to customer service for help, but they took forever to get back to me, and when they did, it felt like they weren’t really listening to my concerns. The delivery was also slower than I anticipated, which didn’t help the whole experience. I’ve shopped with H&M before and had decent luck, but this time it just didn’t work out. It’s a bummer because their styles are usually spot on, but I can’t say I’ll be in a rush to order again after this experience. I guess I’ll have to check the sizing and material more closely next time, but honestly, I shouldn’t have to do that with a brand like this. So yeah, I can’t give it more than two stars. Maybe just a one-time fluke, but it’s left me pretty disappointed overall.

I was really looking forward to my order from H&M, but it didn't quite meet my expectations. The clothes looked great online, but when they arrived, the quality was noticeably subpar. The fabric felt cheap and not at all like the sturdy pieces I thought I was getting. On top of that, the delivery took longer than promised, which was frustrating. I kept checking the tracking, and it just sat in one place for days. When the package finally arrived, I was hopeful, but opening it was a letdown. I expected more given H&M's reputation. I don’t think I’ll be shopping here again anytime soon, especially when there are so many other retailers that offer better quality and more reliable service. It's a shame because I really wanted to like these clothes, but I can’t overlook the issues I faced. If you're considering placing an order, maybe think twice or at least manage your expectations regarding quality and shipping times. Just a heads up that’s worth noting.

H&M gave me a deadline of 26th July. It is now the 26th. No refund, no response, nothing. So here we are.

Order ID 50165328562. I personally handed over 5 garments to the Delhivery courier. He walked into my society, collected the items, and then had the audacity to mark the pickup as cancelled. Not a single message from Delhivery. Not a single message from H&M. I had to follow up myself to even find out what happened.

I have CCTV footage of the entire handover. I have proof of the courier's entry into my society. I submitted everything to H&M's customer service and was told to wait for an "investigation."

Here is what H&M needs to understand, and what every customer reading this should know. The moment I handed those garments to their courier, legal liability shifted entirely to H&M and Delhivery. That is not my opinion, that is how consumer law works. Whether the items got lost, were never scanned, were stolen, or are sitting in some warehouse unaccounted for is a dispute between H&M and their logistics partner. That fight has absolutely nothing to do with me and it does not entitle them to withhold my refund while they sort it out internally.

What makes this worse is that this is not the first time. The exact same thing happened to me with H&M approximately 6 months ago. Same courier, same failure, same runaround. A brand of this scale repeating the same mistake twice with the same customer is not bad luck, it is a systemic problem they have chosen not to fix.

To anyone shopping at H&M India, be very careful with returns. If something goes wrong you will be met with generic responses, slow timelines, and zero accountability. Keep every piece of evidence you have because you will need it.

Horrible customer service. They send you in circles…the store tells you to call customer service and then customer service says go back to the store. It drives the customer to the point of exhaustion and then you just give up!

Terrible customer service experience. Rang 3 times the first two time the calls got disconnected after 15 minutes each time. Was advised there was no managers to speak to. Got to be the worst customer service helpline I have ever dealt with. What a shame I will not order online and only buy in store it’s not worth it . If I could give less than 1 star I would

Avoid ordering online from H&M. My order contained 20 items, but the damaged parcel arrived with only 9 inside. I reported the missing 11 items immediately and provided photos of the torn box, the courier’s delivery photo and Ring doorbell evidence. I spent almost an hour on the phone, was promised a manager would call me back, but nobody did. H&M refused to refund or replace the missing items, relying only on warehouse records. I had to buy the baby clothes again before my holiday and am now £47.99 out of pocket. I’ve had to escalate the matter through PayPal. Extremely disappointing customer service.

I have shopped at H&M since I was a teenager and had no issues until my recent order.

I accidently ordered 2 of the same item when I only needed 1. I went in store to return it but wouldn't let me return it as it was over 14 days for sale items which I was only aware of today and do not agree with. It has been 21 days since I received the items...

This is ridiculous.
I am disappointed with H&M.
I will not be shopping at H&M in the future.

I do not recommend ordering online, shipping was supposed to take 3-5 business days,It’s been over a week now and I still waiting for my parcel

Would give no stars if possible. Received my online order and 1 item was missing. When I contacted H&M they refused to refund the missing item or send it out. Apparently I believed it's missing, I know it's missing because it wasn't in the parcel. Calling a customer a liar is rather insulting, they also refused to provide the warehouse footage which showed the item being packed.I escalated further and the insults just got worse and i contacted my payment provider who refunded me for the missing £3.00 item. Yes H&M insults customer because they messed up, terrible company, would never use them again. Unhelpful, condescending and rude customer services, never ever come across a company like that.

Shocking, bought a dress online and it was far to big so returned the item.

I have since had an email to say they arent issuing a refund as the dress has shown signs of being worn.

I have questioned this and they are know saying the tag has been removed and put back on.

I mean who has time for this!

They are now sending the dress back to me but why I have no idea as its far to big.

The lable hadnt been removed or put back on and hadnt even been worn.

I will be raising this with trading standards and my bank.

An utter disgrace of a company!

I shipped an online order back via the return slip that was in my parcel. Over 2 weeks later and I haven't heard back from them. I can also NOT use their customer service portal on their site, it just says that something went wrong. Cannot find a way to contact them via email on the site. They appear to have stolen my money. Will never buy from again!

I was so ill unfortunately couldnt return an online order as it was from the sale section because i passed 14 days by 4 days. It wasnt a personal choice not to return i was very ill. They didnt offer a voucher and so what do i do with these clothes that dont fit me?