I ordered a pair of boots on11/25 in the amount of $72.79. The funds were held agains my account until 11/28. At that time the funds were captured. On 11/30, I received an email that stated my item was sold out, despite it saying it was available when I placed the order. So, after waiting on hold for 39 min, I was informed that my monies would be returned in 3-5 days. Basically, they had $72.79 of my money for what will be a week or so... for an item they did not have and did not ship. This is why online retailers are not supposed to capture the funds until the item ships. They have my money and I have nothing. I will not shop h&m again.

Seems like they launched too soon as no one seems to know what they're doing.
I received 1 item from my order which was broken so I sent it back, and they tried to charge me $5 for sending an item that arrived broken back.
I was charged for the other 3 items I ordered, but never received them but when 3 weeks later I called to ask where they were (they don't send real tracking numbers) the snotty customer service rep tried to only refund me for one item and told me I wasn't charged for the other items. I had to email in my credit card statement to prove that I was. Shouldn't they be able to see that in their system? She still only credited me one item, so I had to get back on the phone yet again.
After all that, they still thought I would shop with them and she emailed me a coupon for free shipping.
STAY FAR AWAY

They don't follow their 30day return policy because it was a "designer" merchandise. Nothing was explained when ordered through online. After 15 days to go return it, store said since it was a designer merchandise I would have to send it back to online. Now I'm trying to call the customer service line to verify so I won't waste my time but I've been on hold for 25minutes. This is UNACCEPTABLE! Hold for 25minutes and still waiting! Really?

As I write this I have now had my third and final conversation with H & M regarding their on-line website. For the second time, I have had a package sent to the wrong location. When this happened the first time, I spoke with a representative and said that I wanted the former mailing address changed to my billing address so their wouldn't be any more confusion. I ordered a jacket from H & M which was sent to the other address. I product was ordered on Sunday at night and when I noticed where it was being sent, I called around 6 am in the morning the next morning to let them know of the error. I was told they could't do anything about it, but I would get notification when the package was being sent, and I could then contact the delivery service to make the correction. I didn't receive notice, and I was told the next afternoon that I would have to wait until the package was delivered to the other address (across the country); I would then have to wait 14 days so that the package could be declared undeliverable, or was returned. I explained that this was a Christmas present and that that would mean that I wouldn't be able to have the gift in time. I suggested that they cancel the order since I would not be there to either return the package or make sure it didn't get taken. They would not let me get the item sent to the correct address, without paying a second time for the same product. Please don't order from this company. They say, "The system won't allow them to do anything to correct the problem." I corrected the manager by saying that the system isn't at work here. That's just another way of differing any responsibility away from H & M. It is the people who are behind this company who are not willing to do anything to help the customers who are inconvenienced by their policies who won't do anything about the problem. Please save yourself the headache of ordering anything from a company that cares so little about their customers!

I ordered merchandise and within the hour received an email confirmation; however, they did not change my address which I did at the time of the order. I called into customer service and they advised me that they could not cancel my order. I requested to speak with a supervisor and she refused to help me with the situation and then proceeded to hang up on me! This is not customer service and is very disrespectful! I will never order from this company again and I don't suggest you do either.

I will NEVER purchase from H&M again. By far the WORST customer service I have experienced. They sent my package to the wrong address and can see its already on its way back to the warehouse. Instead of immediately sending a new order like Macy's or Nordstrom would do, they said it would take 2 weeks to file a claim for a missing package or I can pay AGAIN right now and re-order. Not to mention the 10 minute wait time when it said 4. I will not spend another dime in this store or online. Absolutely unacceptable.

The title pretty much encompasses how I feel about H&M.
I bought a really great black skirt from there that I wear all the time with almost everything, as well as great athletic shirt from the men's section.

The home section is also pretty good, as well, as you can get anything from duvets and towels to plates and candles for a good price (and all at a steal if you get them on sale!)

I think that overall the shop has a wide variety at quite a good price range.

My only issue is that, while the plus-size section is good, it's very simple. The regular sizes in women's clothes has oodles of pages with wide varieties of patterns, colors, and cuts. Heck, even the men's section has a pretty broad range, but the plus size section is severely lacking, with the entire section taking up no more than 4 or 5 pages.

Though a bit disappointing, it's a good go-to place if you want your basics and I imagine I'll continue shopping there.

Selena Mak 11/03/2016
The customer service was pretty good at the H&M in Westgate Mall in Spartanburg South Carolina. Soon as I walked in a person greeted me then as I walked around I was asked I needed help. Told her I was just looking and she said if I needed help to just call her over. The store was pretty clean and welcoming. I would go back there again.

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!

Bought three "scent" candles from their home range. They are absolutely poor value for money. I purchased 'Sense' Black Oak' and 'Cotton Flowers'.
First I tried sense and about after an hour of it being lit, I had totally forgot about it as I couldn't hardly smell anything, I even had to ask everyone else could they smell anything the answer was NO. I thought ok maybe its just that one, so I tried the others... Guess what they all were poor performers, hardly any scent coming from the candles.

The worst thing about it is that for the price of 6.99! Each, you would expect better.
I would absolutely take them back if I could find the receipt as this is really a joke. Would glade, or even cheap ikea scent candles out perform these 100%

Please don't waste your money unless you just want their candles just for decoration and mood lighting, because the scents have EXTREMELY poor performance. Will not buy again.

I also tried to bring it to their attention on twitter, but they just ignored my complaint.

Bought a dress yesterday. Could not find phone number online as I had a query about the dress whether it is worn off the shoulders or if they had a smaller size. Rang Customer Service who advised me that I there is no direct number to the stores. The lady at the other end could not tell me anything about the dress. She asked if I could send a photo of it and nor could she tell me if the stores had a smaller size. She said that I needed to go into the store to find out. So what she was saying was that I needed to get back in my car, travel to the shopping centre, try to find a park and then go into the store to see if they had a smaller size. Now really H&M does that sound like good Customer Service to you? That sounds like no service to me. And I wont be shopping with you again if this is the way you treat your customers.