“I ordered online and put in a discount code which it said had applied but hadn't so emailed customer service because the queue was too long on the phone and it took them 3 days to reply then couldn't do anything for me.so I called customer services and still couldn't do anything. There's no such thing as customer service at home and m they do nothing for you. Pointless!”
“Currently waiting for a return to be processed from 5 eeeks ago. Since had two other returns processed. Contacted customer services .... three times ... three times received an automated email saying they are busy.
Giving up with this retailer as I have problems with orders and returns in the past!”
“Customer service at the Bradford broadway store is ridiculous! I went to return a few items that I had purchased online and the woman was pathetically stuck up! I love H and M products and wouldn't hesitate to buy them. But you need to realise the importance of decent customer service. Clearly your staff need to learn to smile. I'm sure this is something that basic training covers! And I can't even make excuses for the lady- the store wasn't busy, it wasn't too early or late (even if it was put a smile on your face)
P.s she charged me for a bag even though I had my own!”
“I am literally fed up with the terrible customer service provided by H&M and this is my 4th order with them. My first 2 orders was to be delivered to my flat and their delivery courier service apparently "attempted deliveries" for both the orders. I was at home and not even once the buzzer rang for the courier guy to enter the apartments or an attempt made to call my number after repeatedly informing the customer service that I am at home and they can try all options possible. Fine, never mind and I was refunded both the orders. The customer service agent over the phone advised another option to use the parcel shop service where MyHermes can drop my parcel and I would just need to collect it which sounded great. Now this is my 4th order with H&M where I am trying to get it delivered to the Parcel shop. After waiting for a week, numerous phone calls with the customer service and "full investigation"launched my 3rd parcel was claimed to be lost. Now again I am in a similar situation with my 4th order where I had requested the customer service colleague to reorder so that I don't make any mistakes while ordering it to the Parcel shop, which was asked to be delivered next day. 2 days have gone by and H&M has no clue what is happening with the Parcel and again "launched a full investigation". I am fed up of their ridiculous customer service and have no hopes of receiving this parcel as well. All I want is my order and not the easy way out of a refund - I am 9 months pregnant and not in a state to run to the store where half of the things I ordered are unavailable. This is beyond frustrating and disappointing from H&M where they have absolutely no control over the delivery service!!”
“Given that h and m are such a successful company I don't understand why their deliveries service is so poor. No other online shopping service is this bad.
Firstly I ordered everything and my payment for the items went through..then 2 days later i get an email from h and m telling me that 2 of the items I had paid for could not be delivered as they were out of stock. I went online to check this and only one of the items was actually out of stock.
My clothes arrived today (within 5 days of ordering so cannot complain about speed of delivery) but one of the tops I had paid for wasn't in there at all, despite being listed on the invoice and instead h and m had sent me a plain grey tshirt which i definitely did not order, in a size which i definitely would not have chosen.
I don't understand how their customer services and deliveries can be so poor, they clearly have the means to make it as good as asos or topshop or mango yet they choose to skimp and it really shows how poor they are compared to everywhere else.
If you can, go buy in store. They are not worth the hassle online.”
“It's a shame because I've always had good experience's with H&M delivery in the past, but waiting for my delivery, apparently missing it then being told they will try again two days later (which they didn't) has changed my mind. Staff were helpful on customer service, but after seeing similar reviews, I'm not hopeful that 'contacting the courier, you'll hear back within 48 hours' is going to do much good. Hermes are terrible! No times given, no contact available and a useless tracking system - H&M: do yourselves a favour and get yourselves a decent courier. FU HERMES.”
“HM use Hermes as a delivery service who are the absolute worst delivery service I have ever come across. I am still waiting for a delivery for an order placed over 10 days ago!! Hermes will not deal with me direct as the order was placed via a retailer. HM have claimed to call and leave messages, yet the right address details were not given and they have not delivered since. Hermes have claimed to make several delivery attempts, none of which have been true as I have been home the entire time. They have claimed to deliver and when queried the package was at their depot. WORST COMPANY EVER!!! AVOID ALL DELIVERIES, HM dont use another courier!”
“ordered on next day delivery for items to take on holiday.
2 days later
Delivery service sent an email saying parcel was delivered. I was in all day waiting no such delivery ever appeared.
On contacting customer service I was told it may have been delivered to neighbours and I should check !
How is it possible my job to go knocking on random doors for my delivery !!!
However I did check with every neighbour my parcel is nowhere to be found
Appalling service. Now I have to wait 48 hours whilst HAnd M check with Delivery company.
What is there to check !!!
Ive paid for a delivery I have never received.”
“H&M are the only company that you get penalised for paying your bill early ..I'm still baffled ! All I can advise if you have an online account do not pay it before your invoice arrives other wise you get a late payment fee even though you have paid early and paid more than the min amount. Think for online shopping I'll stick with Littlewoods.”
“Wish I could give no stars.. never ever use them for delivery.. have waited 10 days for an item that was meant to be a 2-3 day delivery - they still can't tell me what has happened to it ...totally useless customer service when I phone up.. couldn't even speak English very well , get the same shoddy service when you go in to the shops.. the only thing that keeps this store going is the clothes.. but I am wearing thin with terrible service..AVOID this shop at all costs , the products just not worth the awful experince”
“Incredibly bad customer service. As others have written you have to wait 30 minutes to speak to someone. My delivery still hasn't showed up after 9 days, meanwhile the tracking link leads to a blank page. The lady told me she'd contact Hermes and that I should call them again in 48 hours! After asking why they couldn't contact me she said they didn't have the possibility to do that! I cannot believe that a company can get away with that! Will never buy online with them again and think twice about going to their shops.”
“No option to give no stars as H & M are so awful. Duped into paying twice for an item i still haven't received. Only way to contact is via phone with 30 minute plus waiting times. Customer services then lie to you and say your money will be refunded after acknowledging they have not delivered goods you have paid for. Then you have to call again as refund has not been issued and so it goes on. WILL NEVER DEAL WITH THEM AGAIN”
“Online service is appalling and the customer service is disgusting! They know nothing about there 'Sweden warehouse' where items are dispatched from, they offer next day delivery and standard and they are expected to arrive in 2-4 days! That is a joke! I ordered weeks ago and my online tracking States order generated! Absolute joke! Please everyone never order from this sham of a company!!!' They are false thieves!!!”
“I ordered with H&M in November, the estimated delivery date was at the end of that week, which was perfect as I wanted the clothes to go away with on holiday. The order wasn't actually delivered until the middle/end of the following week. I didn't require half the clothes as I didn't need them for my holiday since it had passed, also half of the items didn't fit so I wanted to return them. I found the instructions confusing and only had a hermes return label, I wrapped it all up and stuck it on the outside. Online it says I can take the parcel to a local hermes shop and return it however it came back as unable to accept. I emailed customer services to try and get a response or a different returns label to use the post office etc. After a week I had no reply. I tried to phone but they were constantly engaged. I finally got through one lunchtime and had to wait on hold for 15 minutes. When i did get in touch the chap was helpful, but i didn't feel very confident as he wasn't able to offer me much information to regards to the collection process. Hopefully my parcel gets collected on monday and all goes smoothly. I doubt I will be ordering from h&m online again due to their complicated returns and slow delivery.”
“Crap delivery service - arrived after about 2 weeks. They are blaming immigrants and the channel tunnel or something ridiculous.
I then want to return the item and the nightmare begins. Apparently I have got my date of birth and email address wrong! This is the only email address I have ever used and well...I'm pretty sure I know when I was born. I even had the customer ID number on the parcel and that doesn't correspond to the correct date of birth apparently. Why on earth would I ring up as an imposter and try and return a parcel for someone else?!
This was also after me hanging on the phone for 10 minutes, them cutting me off and ringing back to hold on for another 10 minutes. Clearly this is their way of trying to prevent you from being able to return anything.”
