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H&M

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Overview

H&M has a rating of 2.0 stars from 802 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about H&M most frequently mention customer service, online shopping, and credit card problems. H&M ranks 92nd among Discount Clothing sites.

  • Service
    134
  • Value
    127
  • Shipping
    119
  • Returns
    111
  • Quality
    125
Positive reviews (last 12 months): 12.5%
Positive
1
Neutral
1
Negative
6
View ratings trends
68
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How would you rate H&M?
Top Positive Review

“Fall of 2023.”

Bojing C.
9/5/23

I really like the corduroy jackets and flannel shirts from the new collections. Those items are timeless classics just like jeans. Seems like they will always be in fashion. It's also great that I don't have to spend a lot of my money on such quality clothing.

Date of experience: 9/5/23
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Top Critical Review

“A Disappointing Experience- Buyers Beware!”

Jason B.
10/15/24

"I strongly advise against purchasing from H&M based on my recent experience. Earlier also I ordered, they delivered unbranded jeans instead of the H&M brand, and in my recent orders, they have sent jeans with the wrong length with the right tag. Is H&m has become fraud now? Be ready for it. I always order 29/30 slim jeans it fits me well. But now the jeans they provided me is too short in length. I've bought 7-8 pairs by now, thinking it was just a mistake, but the customer care team keeps insisting it's my fault, customer care thinks I am a liar essentially ignoring my concerns. For anyone considering H&M, be prepared for inconsistent product quality, careless mistakes, and unresponsive customer service. Shopping here may feel like a gamble—you're left wondering if you'll even get what you paid for. Don't waste your time and money on a brand that fails to deliver on basic expectations."

Date of experience: 10/15/24
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Reviews (802)

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Reviews that mention popular keywords

customer service (245) gift card (17) store credit (8) return policy (18)
Thumbnail of user bercyk
Canada
1 review
0 helpful votes
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April 6th, 2017

Afternoon shift very rude manager at Conestoga mall Waterloo, Ontario she needs more training she should know what she is there for.

Date of experience: April 6, 2017

Thumbnail of user tiffanyn38
Utah
1 review
2 helpful votes
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July 14th, 2018

I ordered 3 blouses. Shipping took long. When my order finally got here, I was sent the wrong size for one, & one didn't arrive. That means only one-third if my order was correct. When I called in to report the errors, 1. I was told to go to a physical store to exchange the blouse for the correct size, 2. They'll reimburse me for the blouse that didn't arrive, & if I want one to re-order it 1. When I went to a store to exchange the item, the store didn't t even carry the item...& the tag indicated so, yet customer service advised me to make the exchange, 2. I waited formore than long enough for my order, & because of H&Ms mess up, I had to be inconvenienced by taking time out of my busy schedule to re-order an item because of an employeea mistake. Plus I shop online so I don't have to physically go to the store & again because an employee sent the wrong size, I had to correct their mishap H&M SHOULD REVIEW THE RETURN & EXCHANGE POLICIES & PROPERLY TRAIN CUSTOMER SERVICE REPRESENTATIVES...& BE SURE THE ACCENT OF THE PEOPLE ANSWERING CALLS ISNT SO RICH & HARD TO UNDERSTAND. They were rude also & kept interrupting me while I was explaining my situation.

Date of experience: July 14, 2018

Thumbnail of user francesv7
Canada
3 reviews
7 helpful votes
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April 27th, 2017

I had just checked out of my shopping bag to proceed to purchase my items. I clicked on pay pal to submit my payment information, once I hit "complete order" the order didn't go through and went back to the main page. So I clicked on my shopping bag and one item was missing, the one item that I wanted to purchase in the first place. So I go to the item, and low and behold it was SOLD OUT. SO I decided I can go up a size since I loved the item so much, but I wanted to see just how big their size was... Let me tell you, I spent 2 hours looking for a women's shoe size chart. There is none, only for kids. I even googled for one. Nothing. 2 hours later, I decided I will get them 1 size up and buy an insole. Doesn't the same freaking thing happen? I hit complete purchase, get redirected and turns out THAT size is now SOLD OUT! WTF, they need to not allow you to actually complete a purchase before you can find out the shoe is sold out, what a waste of my day.
I sent a message to customer service, and their rep responded that basically too bad, things get sold out, call customer service to find one in store and you can go get it within 24 hours, if they have one.
First of all I am shopping online for a reason. I don't want to go to the stores.
Second, I am not going to drive over an hour away to get a shoe, you can deliver it to me! That wasn't an option by the way.
What an annoying website, seriously, don't waste your time shopping online. Somehow there are mass buyers manipulating their online system and clearing out popular sizes and most probably selling them on ebay.
Save your money. Shop at Zara! It never happens there, and if an item sells out they advise you that they will email you when it is back in stock, AND they have a freakin size chart!

Tip for consumers:
Don't shop online at H&M

Date of experience: April 27, 2017

Thumbnail of user spotshopinfos
RU
1 review
0 helpful votes
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June 26th, 2023

Service après-vente totalement inutile et non-professionnel. Sachez que casiment aucune de vos demandes ne sera traitée. Leurs réponses sont en général, des "dialogues" afin de vous faire perdre du temps. Il n'y a pratiquement jamais de solutions.

Service
Value
Shipping
Returns
Quality

Date of experience: June 26, 2023

Thumbnail of user saraa15
Romania
3 reviews
6 helpful votes
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December 29th, 2013

I buy my clothes from H&M for years now, best price vs quality clothes you can find out there.

Date of experience: December 29, 2013

Thumbnail of user lindag58
New York
12 reviews
23 helpful votes
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February 9th, 2015

I'VE ONLY BOUGHT SOME LEGGINGS FROM THEM ONLINE, BUT THEY ARE VERY GOOD QUALITY AND ONLY $9.99 A PIECE.

Date of experience: February 9, 2015

Thumbnail of user jeromef15
Maryland
2 reviews
5 helpful votes
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February 11th, 2018

Not good, racism is very bad H&M in a commericial put a black boy in a shirt and said coolest monkey in the Jungle

Date of experience: February 11, 2018

Thumbnail of user maryr261
California
4 reviews
1 helpful vote
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October 16th, 2017

I ordered a XXL Hoodie Sweater for 24.99 online from H&H. It came within a week. When I first got the Hoodie I noticed how thin & cheap lookin it was. Also very cheap aluminum zipper than could break in a second if ever got stuck. (Also when I put it on I noticed black cotton balls started to fall off the Hoodie) onto my white shirt underneath. So I took the hoodie off and shook it and their was " Thousands and Thousands " of tiny black cotton balls falling to the floor. Must be made of very cheap, cheap cotton. I had to (wash it twice and dry three times) before I could wear it just to get all the loose cotton off. So this hoodie was made of very no good cotton fabric. "Fake cotton" it had to be. Also for a XXL it shrunk down to a medium after drying it on low heat from the dryer. I had black cotton balls all over my car seats in my car. And my furniture at home and my shirts worn underneath this Hoodie. So I went to the nearest H&H store to return it and they wouldn't refund it cause I told them I had to wash it, before I could wear it because of thousands pieces of cotton falling off of it. Also as I was in the store I noticed that most of their clothes are "cheap, thin, no good " hand me downs" clothes for a expensive price. I will never shop here at H&H again, I could of bought a better thicker hoodie for the price they charged me of 24.99 for a piece of junk clothing at H&M. All H&H clothing are junk clothes that you wear once and have to throw away. This hoodie I got from them is only worth 5.00 or 10.00, it's that cheap lookin. So if you want better clothes you have to go else where. I know their clothes are cheap but their to expensive. $24.99 for a hoodie than looks like a $5.00 piece of junk is ridiculous. They won't get my money again. Also after I couldn't return the hoodie, I just threw it away cause it needed more washing to get even more thousands of cotton balls off of it, after washing about 6 times before I could wear it, it became trash. What a waste of money.

Date of experience: October 16, 2017

Thumbnail of user peterl98
Maryland
8 reviews
12 helpful votes
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November 22nd, 2016

I like to shop H&M online. They ship very fast and can return the order in the store.

Date of experience: November 21, 2016

Thumbnail of user sauda5
Pakistan
26 reviews
15 helpful votes
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January 4th, 2016

This site beauty is firstly select the region.
No to find out your regions clothes from all clothes

Date of experience: January 3, 2016

Thumbnail of user justint42
Ukraine
114 reviews
1,650 helpful votes
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December 1st, 2015

My wife buys a lot for our son there. H&M is affordable clothing store for your kids!

Date of experience: December 1, 2015

Thumbnail of user adrianneb1
Illinois
7 reviews
1 helpful vote
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July 16th, 2016

They get African Anerican women WE EXIST and I love to shop and like my clothes a little more high end

Date of experience: July 16, 2016

Thumbnail of user karena120
Canada
1 review
0 helpful votes
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March 9th, 2017

Never shop at H&M online! I live in the country and do a lot of shopping online and have had reasonable experiences until H&M. I ordered a Jacket for my granddaughter at $17, on sale, $35 full price. The order went through and then a few days later I got an email from H&M stating that the order was cancelled - they were out of stock. I checked the website and it was still available, so I called customer service (that's what they call it!). They apologized and gave me a discount code for 25% off full price and free shipping. This brought the cost to almost the same as the on sale price, so I placed an order. A couple of days later I received an email stating the order was cancelled as the item was again out of stock. It was still on the website. I called customer service again and was told it was really out of stock. I told them I didn't believe it and I would reorder the jacket at full price and then contact them again for a discount when it was shipped. This order was cancelled immediately. You guessed it - out of stock! It occurred to me that they were watching for my email address to prevent me placing this order so as not to have to give a refund. The jacket was still on the website so I opened a gmail email account and placed another order using this email address. The jacket has shipped and I have been charged, so miraculously the jackets finally appeared.
The truth is that H&M didn't want to give the reduced price and then the discount for this product and pretended it was out of stock. They were tracking my email address because I told customer service I would reorder and follow up with them for a refund, and consequently cancelled that order as well. When I reordered the same day with a different email address it went through and my jacket is to be delivered tomorrow.
I will certainly be calling customer disservice as soon as I have the jacket in my hands and since I've kept every email and order status I will be asking for my 25% discount plus free shipping. Although this whole experience has been unprofessional and dishonest - at best shoddy, I won't be surprised if I don't get the discount. That's the tacky kind of company that they are and whether I get refunded or not, I will never open their website again.
While I'm at it, the only H&M store I've ever been in was the one in Place d"Orleans and it was disorganized and messy, with no visible staff. Definitely an experience I intend to never repeat.
Take my advice and save yourself the aggravation - avoid H&M online!

Date of experience: March 9, 2017

Thumbnail of user hophopingh
Virginia
4 reviews
3 helpful votes
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November 23rd, 2015

I always go shopping in this store.The style of the clothes are fit in my taste.

Date of experience: November 22, 2015

Thumbnail of user mylesc26
Canada
21 reviews
14 helpful votes
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July 12th, 2016

They offer really nice looking clothes for fair prices, they just don't last very long!

Date of experience: July 12, 2016

Thumbnail of user reneeb53
New York
1 review
1 helpful vote
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November 2nd, 2016

To begin, I have to say that it is highly unlikely I will order anything from H&M online again, and given that I live in a remote area, hundreds of miles from the nearest physical store, I probably won't buy anything there again either.

When I completed my online order I was in no place throughout the checkout process asked my shipping address. I created My H&M account several months ago but had not ordered anything. Since then, I moved. I assumed that when I updated my billing address, which it DID prompt me for, that it would ship to this address (still not the address I wanted it shipped to, but I could have at least received the package on time).

When I went to the My H&M dashboard immediately after completing check out to confirm, I found that I was incorrect and it was being shipped to my previous address. For some reason, however, even though I could edit or cancel the order, I could not update the shipping address without calling customer service.

I will take responsibility for the fact that I live in the middle of nowhere and thus, do not always have access to cell service so I could not call right away, but I did send a customer service form and separate email requesting the address change. When I have contacted customer service this way for other companies I have received a response within a couple of hours to handle my question. Several hours later I DID receive a generic email saying that it would take DAYS for a customer service representative to respond to me... What is the point? Most people reaching out to customer service are trying to resolve something quickly and without a huge hassle. Also, if I was going to get an auto-reply, shouldn't i have gotten the auto-reply immediately upon sending an email to customer service?

So, I walked until I hit cellphone service and waited on hold for 20 minutes in the cold late at night and surprise! My order was no longer pending, and could not be edited. The girl on the other end of the line was very pleasant and I don't blame her, but the fact that customer service is difficult to reach is unacceptable to me. The fact that you have to jump through hoops to change a shipping address is unacceptable to me. EVERY other online store I shop on confirms the shipping address and gives you an opportunity to change it.

Now the order I placed in plenty of time to receive my clothes for an event is going to go through the long mail forwarding process from my old address, and then will sit around until I have something else to wear them for, but my bitterness over this experience will likely leave me too resentful to wear them. I wish I had just cancelled my order when it was still pending.

Poor online shopping features, totally inflexible service, and difficult to reach customer service, despite 24/7 accessibility. Disappointed!

Date of experience: November 2, 2016

Thumbnail of user francisd15
Texas
7 reviews
17 helpful votes
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June 13th, 2015

Made several purchases the cloths and shoe was of good Quality and excellent price

Date of experience: June 13, 2015

Thumbnail of user samanthan16
Washington
5 reviews
0 helpful votes
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August 9th, 2016

I ordered some stuff here and shipping was fast! Love it! Everything was great

Date of experience: August 9, 2016

Thumbnail of user terryh60
Arkansas
25 reviews
26 helpful votes
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March 12th, 2015

Good quality stuff good pricing only buy online would love to vusit store live in fl

Date of experience: March 12, 2015

Thumbnail of user rubyh21
Arkansas
9 reviews
7 helpful votes
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July 22nd, 2015

My son and I love shopping at H&M. Nice selection and affordable, too.

Date of experience: July 21, 2015

Thumbnail of user denizcanc
Turkey
2 reviews
3 helpful votes
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December 20th, 2017

Quality and cheap clothes and they look stylish awesome keep up HM we love you :D ...

Date of experience: December 19, 2017

Thumbnail of user lissettec
Mississippi
27 reviews
25 helpful votes
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April 13th, 2015

Loveee this store, BEAUTIFUL CLOTHES at grea great prices. I being a faithful customer of this store for more than 30 years

Date of experience: April 13, 2015

Thumbnail of user missym16
New York
1 review
1 helpful vote
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October 23rd, 2016

Purchased a size xl shirt, received a medium.
Was still charged a 'return fee'
Not fair!

Date of experience: October 23, 2016

Thumbnail of user larryj20
10 reviews
50 helpful votes
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September 23rd, 2016

The site is very easy to order on. The shipping is fast and good customer service.

Date of experience: September 23, 2016

Thumbnail of user lucye12
Vermont
4 reviews
0 helpful votes
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January 1st, 2017

I gave 4 stars because I realize they don't have a rewards system. They should.

Date of experience: January 1, 2017

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