Review Time
Return policy is unrealistic. My tag came off while trying a cardigan on at home. Item was wrong shade and I did not wear it to my event. Sales associate informed me I could not return item because tag was off. I had tag and receipt. She proceeded to question my integrity because “how does she know the tag fell off”? As if she’s really important. I left and called customer service number on receipt. They apologized and told me to return to store, ask for manager, and call them while in the store if I had more issues. The same clerk called for manager then proceeded to say in front of her current customers that “this lady is getting upset with me”. I didn’t raise my voice one time. She was so rude and unprofessional! Manager refunded my sweater. Oh….and they charge .10 for a bag and may or may not tell you. Really?? You need a dime that bad? Total power trip over 20 bucks! Some may flip that on me to ask why bother for 20 bucks-it was the principle at that point! NEVER shopping there again.
UNTRUSTWORTHY AND WORST CUSTOMER SERVICE
I thought it was just me with bad experience but apparently it's not. I literally returned a product back yet I never got to know whether they have refunded me or not and I can't even contact the customer service properly.
I LITERALLY lost 1800 rupees, will never ever come back again. Please be careful y'all this site be scamming.
Ordered £120 worth clothes online including £3.99 for delivery on 28th January. 3 working days later, 2nd February I received an email from delivery company EVRI that they tried to deliver my parcel. I was given 2 options and I chose to nominate my neighbour to receive it.
3rd of February and other email - saying EVRI was unable to deliver and a warning that 1 more attempt and my parcel will be returned to H&M.
Next day, the 4th of February my neighbour called me in my work saying he receive A PARCEL but not from H&M but an other order if mine (Temu) which was delivered by Royal Mail Parcel Force.
And an hour later the email came from EVRI: "we tried to deliver your item and now we are returning it to sender"
The most shocking: H&Customer Service whom I called on the 5th of February. No consideration, no sympathy to their customer and most importantly no options given for me to choose what I want to do. I was told the ONLY OPTION IS A REFUND.
NO OPTION FOR STORE PICK UP. NO OPTION FOR RESENDING etc
Shockingly bad service. Stay away from this company.
I’m leaving this review to document my experience with H&M Australia’s loyalty program, so other consumers are aware.
In January 2026, I submitted multiple product reviews in good faith based on H&M’s publicly available membership information, which states that each approved review earns 5 points. There was no mention on the Australian website of any monthly cap or review limit.
Despite several confirmations from customer service that my reviews were received, 40 points were not credited. Over the course of multiple emails and a live chat session, I was given inconsistent explanations, including a “monthly cap” policy that I could not find publicly disclosed anywhere.
After issuing a formal final deadline and subsequently lodging a complaint with Consumer Affairs Victoria, the missing 40 points were finally manually credited. However, H&M has still not provided any public link or documentation showing where these loyalty point limitations are disclosed to consumers.
While the points were eventually added, the resolution only occurred after escalation to a consumer protection authority. I believe loyalty program terms and limitations should be clearly and transparently disclosed upfront to avoid misleading customers.
I hope H&M improves transparency around its membership program so customers can make informed decisions.
I really love H&M because My mum has been wearing H&M since the early 2000s, and honestly, some of her clothes are still in great condition. Now I’m the one wearing them! I also have some of my own
The designs are simple but timeless, the quality is solid, and the pieces are easy to mix and match. It feels like a small investment for everyday clothes that actually last
I submitted 12 product reviews in January 2026 but never got the 40 points I earned. H&M staff kept telling me about a “monthly limit” and “56-day rule,” which are not mentioned anywhere on their official membership page. I chased this over emails and live chat for over a week with no resolution. I’ve now filed a formal complaint with Consumer Affairs Victoria (C2026/01/009131). Very disappointing and frustrating for loyal members.
The service was very disappointing. I requested home delivery, but it was not delivered on time, and I was informed that the product was damaged. Now, I have no idea where my package is. The delivery service is very poor, and I am left feeling quite frustrated.
Hello, I made an online purchase and encountered an issue with the size. Since it was a final sale, I was unable to exchange it, which I wasn’t aware of initially. I visited a local location, where one of the employees and the manager were very kind and tried to assist me, especially since I struggled to remember the email address I used for the order, which made things difficult. They suggested I reach out to customer service. I called the number they provided, but unfortunately, the representative I spoke with was quite rude and impatient. He hardly answered my questions and seemed unwilling to help. Given that my English isn't very strong, this made the situation even more challenging. This isn’t usually a problem for me, as I have had positive experiences with customer service elsewhere. I felt it was essential to share this experience. While I don’t know the representative’s name, I can provide the phone number I called and the time of the call for review. Thank you.
I've had the worst experience imaginable. After reaching out to customer service last Tuesday about my lost parcel, which hasn't been delivered for three weeks, I've been told it's still in transit. The issue is that there have been no updates for three weeks. I'm left with no parcel and no refund. This feels like theft! I won't be shopping with them again!
I returned a Christmas gift at a local shopping center on Monday, December 28th, around 3:00 PM. We received a gift card for the return and intended to use it to buy a replacement item. However, the manager informed us it would take at least 30 minutes for the card to activate for purchase. This was crucial information that should have been shared earlier. The manager even blamed my wife for requesting the gift card, which felt inappropriate. We live an hour away and couldn’t wait that long. My wife ended up buying the replacement with cash, leaving us with a gift card for a store I have no desire to shop at again. Why couldn't the manager, who I can describe, simply allow us to pay the difference and process the gift card later? That would have been a fair solution. Like many others, I would have preferred to give zero stars! I doubt the company will thrive with such poor customer service, especially with a rating of 1.5 stars from 16,000 reviews. A change in the customer service team is necessary!
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H&M offers fashion and quality at the best price in a sustainable way for women, men, teenagers and children. The range includes everything from sparkling gala outfits and exclusive designer collaborations to everyday basics and high-performance yoga wear to help fashion fans across the world dress their personal style.
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