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H&M

United States, California

Consumer reviews about H&M

Ish30
Jun 13, 2014

Beware of H&M online ordering!!

EVERYONE!! Please do yourself a favor and NEVER put yourself through the misery and agony of ordering through H&M online. Their customer service is atrocious....a complete joke (including upper level management and supervisors). I received some the most atrocious customer service today. I placed a $150 online order with H&M on June 2nd. It was shipped on June 4th and arrived in my city to be delivered (per the USPS website on June 10th). For some reason, USPS shipped the package to a city an hour away from the original delivery location (why H&M uses USPS is completely beyond me because they're known for lost packages and untimely delivery). I then proceeded to call H&M customer service to find out what the heck was going on and was extremely frustrated. Their customer service rep "Jasmine" told me they would issue a full refund which would take place within 3-5 business days. I was fine with that because I didn't want to deal with the hassle any longer and just wanted my money back. I asked her to email me a confirmation stating the refund would take place in 3-5 business days. I get her email and lo-and behold....it says I need to wait until June 18th before they can issue a refund (and obviously would have to go through the entire ordeal of calling them and re-explaining the entire issue). Keep in mind-she made no mention of this over the phone and told me that I would be getting refunded in 3-5 buss days.

Needless to say, I was fuming. I then proceeded to call USPS and waited on hold for 40 mintues to get through to an agent who told me she has NO IDEA why they shipped the package an hour away from the delivery location. Okay.....so basically no one knows where my package is....not the shipper or the delivery service.

The following day USPS updated their tracking information and now they were stating my package was shipped from this city back to my ctiy and was "out for delivery" for the SECOND time.....complete shocker....all my other mail came today besides the H&M package. I tried calling USPS but after waiting on hold for one whole hour decided to hang up as I was extremely upset.
I then called H&M customer service and in the middle of explaining the entire issue I was hung up on. I then called right back and asked to speak with a supervisor Marlon who was the topping on the cake. He was extremely unhelpful, rude and condescending and talked over me when I tried explaining the horrible mess of an order that I've had to deal with.

He was practically shouting at me to the point that I had to talk over him to get my point across/explain my issue. Never in my life have I EVER come across ANY company that deals with it's customers in such a fashion. I'm horrified at his attitude and lack of customer service. Instead of telling me what he could do for me....all he kept doing was repeating what he wasn't going to do.

When I asked him who he reported to ....his answer was "I'm not going to tell you that or provide you with any other information." When I asked him to track my order to see that the delivery date in-fact DID state it would be delivered today (June 12th), he accused me of lying and said he doesn't see that on his end. When I asked him if he wanted me to send him an email photo of the USPS page showing the delivery date...he proceeded to get louder and said he can't do anything for me or provide any information at all in a very rude tone while talking over me. He then proceeded to say he won't provide me a refund. Basically, the guy was a complete jerk. (H&M should be held liable for all packages seeing as they're the ones who hired USPS to deliver their merchandise-this jerk of a supervisor tried to tell me that once the order ships "its out of their hands".)

I do a lot of online shopping through different companies-Amazon, Nordstrom, Old Navy, Bloomingdales, DSW. I have NEVER gone to such lengths of contacting the corporate office of an organization due to the horrendous customer service I received. I'm quite shocked and completely baffled at their state of customer service. It's a complete joke. I've now emailed various upper level management at their corporate office and I'm waiting for a response back. I refuse to deal with their customer service because they're completely incompetent and have no idea how to go about conducting business or treating their customers.


PLEASE. Do yourself a favor and NEVER EVER order from H&M online. You'll get the run-around, never receive your order and will have to go through loops and ladders to get your money back.

Tom Swift, Jr.
Mar 21, 2018

Remarkably bad online service

I had a remarkable experience trying to buy a gift card from H&M. This should be low-hanging fruit for them -- just have a website that works to accept money. Everything was efficient and went well, until I went to pay. After typing in all my credit card information, I clicked the button to purchase the card and have it delivered by e-mail to my relative. I got a message that said something like "cannot process at this time." I was in a coffee shop, so I thought maybe the server was not secure. So I tried again at home, having to start all over because none of the information was saved in that system. Same result. Then my wife tried with a different credit card. Same result. So I called the customer service line. After a brief wait, I spoke to a nice guy who called computer support and they said the system was working well, but they told him that their system often has problems with people who use Safari. My wife and I both do. He suggested trying a different web browser. We tried Firefox and got the same result.

The computer people seemed to regard this as our problem, not theirs. "Oh, sorry. We can't make our system work with Safari." Good grief.

So in the end I bought a gift card from Amazon, which took all of 2 minutes (using Safari). I had wasted more than an hour on H&M with no luck. It's no wonder Amazon is beating everyone else. I don't know if H&M is publicly traded, but I would see my stock if I owned any. They can't even make buying a gift card easy.

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