ComplaintsforH&M

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Initial Complaint
09/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased two identical items from H&M (one in black and one in light melange gray) in the same size (XXS), as they were listed under the same product with the same size guide measurements. However, upon delivery, the black item was significantly larger than the gray one, despite both being labeled as XXS. I measured the black item, and it was 3 inches larger in the waist than the provided size guide measurements.I contacted H&M customer service to request an exchange, assuming it was a labeling error. Instead, I was met with frustrating service. The agent (*******) had me investigate article numbers and sizing details, as if I was an H&M employee. The agent also claimed that sizing could differ by color, despite the size guide showing identical measurements for both colors.When I explained that this discrepancy was a quality assurance issue, I was met with a canned response suggesting that the size simply did not meet my expectations, rather than acknowledging that H&M failed to meet their own sizing standards. I requested a return and refund, but the agent did not offer to waive the return fee, despite the issue being on H&M's end.I initially wanted to exchange the item to get another XXS which would hopefully be the correct size. I was told they would not honor the same price that I purchased it at and I would have to return my order, then re-purchase at the higher price listed. Very unethical; this never happened to me with any other company.Ive been a long-time customer of ********************** and never encountered this issue before. I expect better quality assurance and customer service from a brand like **********************. I would appreciate it if BBB could assist me in resolving this issue, as I believe H&M should address their quality control problems and provide better customer service.I am returning it but I would like a refund for the price to return. I initially just wanted an exchange but the entire interaction was in poor taste. I would have even taken store credit.
Business response
09/06/2024
Hello ******
Thank you for reaching out to us.
I really apologize for the kind of experience that you had with us and I assure you that I will be helping you resolve your issue. I can see that you have initiated your return process. You can return the items in 2 ways - by dropping it off in a store nearby or dropping it off at a USPS point. In case you are returning the items via ***** it takes up to 14 days for the package to reach the Warehouse, who will then process your refund. I really apologize that we won't be able to exchange. Instead you can just return this item and re-order them again in your size. And after re-ordering please reach back out to us and we will provide Price adjustment for the item.
I hope, I was able to help you with your issue. If you have any questions please feel free to reach our customer service team.

Have a great day!!
******************
Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made an online purchase at H&M's website on August 17th, 2024 for 5 items and have only received 2 of them. The two items I received were delivered via DHL while the missing 3 items were supposed to be delivered by ********. I have yet to receive an update on the missing items since August 20th, 2024. I have called H&M's customer service 4 times since August 25th to address my concerns about late delivery and lack of updates on the order. Each time, I have received discrepant information regarding the status of my order. A customer representative named ******* told me on August 29th, that I would be entitled to a full refund if my order did not arrive by Thursday September 4th. When I called customer service again on September 4th to request a refund, my request was denied. H&M has not been able to provide an adequate explanation for why part of my order is missing, nor have they provided a specific timeline for when I should expect the order to arrive or when a refund will be issued. This ordeal has been frustrating and disappointing as I do not feel that my loyalty as a customer has been honored.
Business response
09/04/2024
Hello!

I am sorry to hear of your trouble regarding your order. I am very sorry it has taken this long to resolve the issue. We do have to wait 10 business days from the last update before we can consider a package lost. We do appreciate your patience. Today is the 10th business day and I have issued a full refund for the missing parcel. I do see you there are two price adjustments made on the order. One was for was $17.54 and the other was for $20.98. So I have refunded the remaining $48.95. Please allow up to 5 business days for the refund to appear in your account.
Customer response
09/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order of maternity clothing at H&M on 8/26/24. The shipment was split into two packages, one package sent by *** and one package sent by DoorDash. I received the package from *** but noticed that it did not contain all of the items. So I went online on H&M and I saw the other package was supposedly delivered on 8/29/24 around 6:30pm. I was home at that time and did not receive the order. So I clicked the DoorDash link and I saw a picture of a package in front of the house. The house was not mine -- the house was blue with a stone driveway, and I have a cream colored house with a concrete driveway. It was clear that the package was delivered to the wrong house. I attempted to contact H&M via online chat. I spoke to an agent who said they would resolve the issue but then they suddenly closed the chat. I then called and spoke to a customer service agent on the phone. She said that they would not be able to re-send the items to me. I asked to speak to a supervisor and was connected to a manager. The manager repeated the same policy that they could not re-send me the items that I already paid for and were delivered to the wrong house. He kept speaking over me during the phone call and then hung up on me. The issue remains unresolved despite my having contacted H&M twice today and asking for a transcript of the online chat, which I did not receive. I am requesting that the items that I already paid for be delivered to my correct address. If that is not able to be done, I expect a full refund of the order and that if I place a new order, that H&M honor the prices of the items that were on sale at the time that I purchased them originally.
Business response
09/03/2024
Hello *****!!
Thanks so much for reaching out to us.
I really apologize that you did not receive all the items that you ordered, and that you have had a bad experience with this issue. As much as I would love to reorder the items for you, our system does not have this feature. I am really sorry about that. However, we have claimed the package missing and a refund of ****** USD was processed back to the original form of payment on Sept 2, 2024. You will be able to see that refund in 3-5 Business Days. You have also been sent a 20% voucher code, that you can use to reorder the missing items.
I hope this was able to resolve your concern. For any other queries please feel free to reach out to us at ************.
Have a great day!!
******************
H&M **************** Agent
Initial Complaint
09/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
H&M DOES NOT WANT TO REFUND MY ORDER EVEN THOUGH IT SAYS IT WAS DELIVERED. IT WAS NOT LIKE THAT BECAUSE THE ORDER WAS NOT LEFT AT MY HOUSE. THEY SAY THAT I DISPUTED THE BANK BUT IT IS THEIR RESPONSIBILITY TO DELIVER THE ORDERS CORRECTLY. THEY SHOULD ASK FOR A SIGNATURE.
Business response
09/03/2024
I was able to resolve this issue for you by processing you a full refund for a total of $255.20 USD to your original form of payment. You should expect to see this reflective on your end depending your bank's processing time. Typically this can take 3-5 business days. I am sorry that this issue was not able to be resolved when you first reach out to us. I encourage you to select alternate shipping methods that we offer like ship to store to be able to prevent these incidents in the future.
Customer response
09/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
08/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
***********, 01/05/2024, $116.88 are the order details. I returned the items in the order because size didn't fit. H&M confirmed that they received the return and emailed me. I believed it would refunded as I received that email. Months went by, and I still didn't get a refund upon checking my credit card. As of August, I didn't get the refund. I reached out to agent again on 2024-08-14 and asked why it hasn't been refunded when I returned 5-6 months ago, and the agent apologized and confirmed that I'll get a refund back within 3-5 business days. I believed her again thinking that this will be resolved. Below is the exact words. *** mentioned that by August 21st, I should have a refund, but no. I attached transcript.pdf with all the transcript and parts of the transcript confirming that I'll get a refund.Today is August 29th, and I still don't have the refund. I reached out to H&M agent chat again, and the person is of no help and just repeating same thing.Can you process the refund and refund my money?***: Im truly sorry that you havent received a refund confirmation for the items you returned. I completely understand how important it is to get an update. Please dont worryI'm here to help. Rest assured, I will take care of this for you.***: ** ****** ***** *** *** ********* ******** * *** **** ** **** ** *** ******* ** **** ***** *** * *** *** **** **** **** ******** ***** *** ******* ******* ************ ******** *** ********* ** *** ************** *** ****** ******* ***** *** ******** **** ** ** ******* ****** **** ***** **** ** ****** *** *** ****** ** ******* **** ** **** ******** **** ** ******** *** **** **** ******* ** ***** ************ **** *** ****** *** **** ************ ****** ********
Business response
08/30/2024
Customer was assited personally
Customer response
I hope this message finds you well. I wanted to follow up on your recent claim with us, identified by claim number ******** from the Better Business Bureau. I am pleased to inform you that we have processed the refund for your return. We sincerely apologize for the inconvenience you experienced during this process.
You should expect to receive your refund within the next 3 to 5 business days. We understand how important this matter is to you and appreciate your patience as we worked to resolve it.
If you have any further questions or need additional assistance, please do not hesitate to reach out to us. We are here to help and ensure that all your concerns are addressed promptly. Thank you for your understanding and for giving us the opportunity to make this right.
Initial Complaint
08/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Better Business Bureau,I am filing a complaint against the H&M store at ************ regarding my visit on August 12, 2024, around 4 PM. The service I received was deeply unsatisfactory and included:Billing Errors and Disrespect:During my purchase, there were significant errors in billing, including incorrect charges and a problematic refund process. When I brought these issues to the attention of the staff, their response was both dismissive and rude. The staff member reacted with sarcastic comments like NOW WHAT and displayed a lack of urgency in addressing the errors. This dismissive attitude, coupled with the staff's apparent unwillingness to rectify the errors promptly, left me feeling deeply humiliated and disrespected.Public Embarrassment and Discrimination: he situation escalated when, in the presence of other customers, the staff member openly criticized and belittled me while handling the billing errors. This included derogatory remarks and an overall attitude that felt discriminatory. Instead of resolving the issue discreetly, the staff member made a spectacle of the situation, which caused me significant embarrassment and distress. I felt publicly shamed and devalued, which had a profound negative impact on my self-esteem and well-being.Lack of Assistance with Packaging: Following the resolution of the billing issues, I received no assistance with packing my items, a basic service expectation. The staff member rudely shoved my items aside and left me to pack them myself, f Broken Carry Bag and Indifference: As I attempted to pack my items, the carry bag provided broke, causing my purchases to fall out. Despite the inconvenience and potential for damage to my items, no staff member offered assistance or expressed any concern. This shows lack of empathy and care.The stores response with discount coupons was inadequate and did not address the issues or offer a personal apology. I seek your assistance in addressing this matter.
Business response
08/22/2024
Good Afternoon ******,
We are sorry to hear of your experience in our stores. This is definitely not the kind of experience we want our customers to have. I do see that you have been in contact with our customer service line and your case was escalated to a manager. The feedback was sent to the district manager and will be provided to the employees involved. The H&M case reference number is *********. We have replied to your email as of today and are waiting back to hear from you. We apologize for the trouble and hope we can resolve this for you.
Customer response
08/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved

nobody from the business has contacted me yet.[ i am still awaiting the response.
please keep the case open till resolved.

thanks,

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business response
08/31/2024
Hi ******,

Thanks for following up regarding your visit to our ************** store on August 12th.

We greatly value your feedback, and never want you to have anything but a fun and welcoming experience in our stores. We partnered with our store team after receiving your feedback ensure that our proper service procedures are followed moving forward. Although we are unable to disclose the complete actions taken at the store level, please rest assured that swift and appropriate action was taken to address the poor service you received during your visit.

We also provided your contact details to our store manager so they could contact you directly, as you requested. They let us know that they would be reaching out to you by the end of the week. If you have not heard from our manager, or if there are any unresolved billing errors, we welcome you to give us a call at ************** so we can best assist.

Our offer to send 2 store coupons for 20% off an item is still extended as an apology. We'll just need to confirm your mailing address to send the letter.

Please let us know if you have any additional questions. I hope you visit us again soon and give us a chance to show you how we have improved!

Kind Regards,
****************** | H&M Customer Service Supervisor
Initial Complaint
08/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I returned items that were purchased on July, 30 2024 I sent items back for a full refund on August 6th. The items were received on August 14th and I have not received a refund. When I contacted this merchant they offered me only a partial refund in credit, due to issues with ******* I want my full refund asap. I have requested to speak to a manager and emailed corporate with no response and not been allowed to speak with management.
Business response
08/21/2024
Hello,

Our warehouse attempted to refund the customer on August 13th. Because the customer had an active dispute opened with ******* the refund failed.

As long as the dispute is closed, we can have our IT department send thru the refund again.

The customer paid $30.59 for the order, however, they will not receive that amount back.

There was a $5.99 shipping fee, which is not refunded if a customer makes a return. And there is also a $2.99 return fee for all mail-in returns. So the customer will be refunded the value of the items plus tax, which is $21.14.

I hope this info helps!

Best,

H&M ****************
Customer response
08/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
08/19/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My order *********** has been returned more than 1 month ago and they haven't refunded me for anything. Apparently due to the order size, they need more time. I reached out and they said to wait 48 hours on a resolution, and once that passed, I got nothing. I contacted again and was told to wait close to a week, after waiting, still nothing. I contacted today, they don't have a resolution yet and they haven't refunded me. I returned the order on July 8th and ever since then, H&M has been avoiding refunding my money.
Business response
08/19/2024
Your H&M Case #********* is currently in progress regarding your return. We are partnering with our warehouse to resolve this for you as soon as possible. If you have any other questions or concerns please give us a call at ************** and ask to speak to a supervisor.
Customer response
08/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have reached out multiple timed and nothing.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************

Customer response
08/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
even when I call the supervisor, I don't get anything new or an update.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************

Business response
08/29/2024
Thank you for reaching out and expressing your concerns. We understand that waiting for an update can be frustrating, and we appreciate your patience in this matter. As mentioned in our previous communication on August 23, we need a copy of your **** receipt to proceed with your case. This receipt is crucial as it confirms the details of your item's drop-off, which is necessary for us to track and resolve the issue at hand.

Please send the requested document to ************************* at your earliest convenience. Once we receive this information, we will be able to move forward and provide you with the updates you're seeking. We are committed to resolving your case promptly and efficiently.

Thank you for your cooperation, and we look forward to assisting you further.

Warm regards,
Customer Service Team
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 08/14/2024 I walked into H&M Store #****** Employee #****** was assigned to the register where I attempted to return for an item that does not fit. I always shop in H&M as I am enrolled in their rewards membership program. The employee accused me of wearing an item because it has a make up stain which I did not place on the item. I explained to the employee I do not even wear make up. The employee called for back up on the radio which I am going to take an educated guess he is deemed as the " responsible" the designated person who is given a code to make returns. He came to the employee aid with absolutely no name on his badge which to me was a red flag. H&M policy is you must always have your legal name on your badge. The employee was very nonchalant and told me he could not return it and that you can bag it up yourself when I stated I will take the item. The other employee who was on the register to the far right made slick remarks and jokes in front of the customers like to me seems to both employees. I am angry my item wasnt able to return and also the lack of professional. I was purchasing these items for a high profile celebrity wedding which could have generated more revenue for the company. I am requesting to get a full return on my item. I told myself I was going to let this incident go but I just said customer service is beyond poor and unnecessary rudeness.
Business response
08/16/2024
Thank you for providing this information. After reviewing the attachments and letter from customer, it does look like an item was accepted for a return. The second item was denied due to it being stained. Our policy does state items must be returned in original selling condition. We can definitely address and provide feedback to the store associates about the way the customer was treated. The customer is welcome to contact us directly to create a case and we will be more than happy to follow up with the store in regard to standard processes and making sure customers are provided with the best customer experience.
Initial Complaint
08/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a pair of leather sock boots from & Other Stories on 11/24/2023 and upon delivery and one single wear, the leather started to bubble. On 12/5/2023 I contacted customer service and explained the situation. I told them that I had worn the shoes one time, and that the leather started to bubble. They replied that returning them would be no issue, and even sent me a promo code to purchase a new pair, which I did on 12/6/2023. On 12/19/2023 I got notified that because the shoes I returned were "worn" they would not accept them and promptly sent them back to my home, leaving me with two pairs of the exact same shoe. I contacted customer service and got extreme push back with no resolution. I even got the customer service agent to review and send me the transcript of the conversation I had with the first ****** where they told me that returning the shoes after them being worn once WOULD BE NO ISSUE. I tried disputing this with my credit card company on 12/19/2023, and on 2/7/2024 I got notified that they "could not find my account with this information available" even through I provided all receipts, order numbers, conversation transcripts from my initial chat, ect. I would like a refund from this company. Regardless of your rules, your employee told me that returning the item would be no problem, and then you all backed out on your word. I now have two pairs of the exact same boot.... I have also logged in to my other stories account, which I placed many orders on, and the history is wiped out. I have proof I have made purchases under that account via email confirmations.Looking forward to resolution.
Business response
08/20/2024
Hello,

Thank you for contacting us. We hope this message finds you well. We believe customer is referring to ORDER **********. The Leather Sock Boots looks like they were purchased for $149.25, less than what customer is requesting. For any items that are deflective we do have a process where the item needs to be mailed in for inspection first. After careful consideration by our warehouse team and management team, the item has not been deemed to be a quality issue and was returned to customer due to heavy use and being worn.
Customer response
09/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Please see transcript showing that I disclosed the boots had been worn once. The customer service agent said returning the boot would be no issue, and sent me a coupon code to match the price for purchasing a new pair, which I did.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

Business response
09/12/2024
Hi,
Customer has been reached out to. Thank you for bringing this to our attention.
Customer response
09/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Please see attached screen shots of my initial conversation with customer service on 12/5 (which is the date from when the chat conversation happened) and an email with that transcript from your customer service on 12/19

I DO NOT ACCEPT THEIR OFFER OF RESOLUTION.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

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