Very frustrating dealing with their phone customer service.
I called 4 times to close an online order... telling me the charge did not go thru to call bak in 24 hours after the system clears the RM! Error that IT is working on fixing.
AMEX showed transaction approved but yet their site shows declined?
When finally got thru to the rep to close the order, she emptied my cart and I now have to redo the entire purchase that had a lot of items.

I bought online a pair of leather sandals on sale. After numerous attempts to buy with several issues from the hm website and app, I could buy the sandals. I took screen shoots of the sandals and transactions prior made the payment and when received for my surprise I received a totally different model and of course not leather. Went to my order and the photo of my sandals was changed also! I swear I didn't make a mistake myself cause I never seen this sandals so HM just not sent a different model it change my order! How is that possible!? (I took the photos of the shopping basket prior payment!) When back to search the same sandals and are out of stock! So that is why they changed my order!? Instead to informing me about the sold out sandals they changed my order. Why is the point to get a sold out item online!? I was a client of HM from almost 15 yeas and seriously this make me think twice if I still want to buy with them. In the other hand I think I'm going to return my last store shopping of 275£... You can't changed an order HM! That is illegal!

First of all the person I talked to on customer service talked to me like I was stupid. The online "sizing chart" is a bunch of bull$#*! and completely inaccurate. You can't do exchanges which is a joke, when their stupid sizing chart is the one to blame. Instead you can return it and re buy it for more money. Thanks h&m, glad I payed money for fast shipping for your cheap made & inaccurate sized clothing. Never shopping there again. What a joke. I highly do not recommend

Very bad customer service. Their policy is not even clear to their own employees. They misguided me and wasted my time. I bought two shirts two weeks before and the next week the prices were half for those shirts. I asked a salesperson who was also working at the counter about price matching and he said I can bring the bill and shirts back and they will refund me the difference. Today I went all the way to Rockland mall and demanded the same thing but they plainly refused and said it's not in their policy. Well, they should be clear about their policy to the whole staff. So people won't be misguided by their own staff.

Made a purchase online but never received the package although the courier marked it as delivered. Called H&M customer service to report the missing package, they said to callback in 14 days! What? Why not just start the claim process right there? Wasted time. Called back again in 14 days to start the missing package claim. They said I would get refunded in 3 days but nothing was sent. Decided to start a dispute with my bank but H&M did not respond to their investigation so they could not give me my refund. Called H&M again, now they are saying they can't process the refund due to the dispute opened with my bank and that I have to withdraw it. Called the bank to withdraw the dispute, now there's a chargeback (not a clue what that means but still no refund!) It has now been 2 months of calling and getting the run around and no refund. Meanwhile paying interest on the credit card I made the purchase on. HM has the worst customer service I have ever dealt with! Stay far away!

This is for Tokyo stores in particular, as I haven't been to others.
It used to be a pleasant experience. Recently the staff in both the Odaiba and Shinjuku branches have been terrible. My clothes weren't folded but wadded up and thrust into the bag. Instead of running a price check, in which I was right about the price, the staff member just said no. More recently in the Shinjuku branch there were incorrectly priced items that weren't explained, and staff members called customers to the register without looking then walked away, leaving us to wonder if we had misheard. There was no eye contact, and no interaction on their part.
This service would be terrible even in North America, but in Japan it's truly pathetic. Even though I generally love the style, I've been shopping there much less because of the unhappy experiences.

Firstly, H and M is one of the best international stores that I like, and as a result, the quality of their items is very good. However, their online store is unfortunately not as well organized as the physical locations. A few times, I ordered from their online store and they kept on making the same mistakes in my size. Additionally, I hadn't realized that apparently you cannot exchange or return items to the online store. A big store like H and M is going to lose so many customers for these mistakes, since no one likes losing his or her money. I hope H and M management fixes this.

My very first order with H&M, I was sent a wrong item out of 5 items I had ordered. I ordered a size M pack of pajama shorts and received an XXL sweater. How can someone not differentiate between the two clothing items?! I contacted customer service via email and the response I received was for me to send the item back with shipping waived, but I don't trust them to do that correctly either. They can't even send the correct item without a new order, which seems like bait and switch to me. "Purposely send wrong items to naïve customers and make more money off them in the process." What should happen is that they refund the customer automatically with picture proof of receipt and the wrong item sent. Or they send the correct item and eat the loss for incompetence/error, not expect the customer who spent money to jump through hoops to get a refund. I rather just steer clear of this company and spend my money at a company that has better customer service and policies relating to purchases. Guess I should have read the fine print before ordering online from H&M. Buyer Beware.

Oh man. I had so many problems ordering these clothes it's not even funny. Horrible customer service reps. Promised things that never get done. Was hung up on hold after 15 minutes six different times. No useful customer info was passed between the reps so I had to explain my situation to countless people repeatedly. I get told I'm receiving a discount and once again... nothing. H&m is losing customers with their crap online purchasing system and uninformed CS reps that don't follow through with what they promise. I buy stuff online all day everyday && this is the worst customer service department I've ever talked to since online purchases started in the mid 90's.