H & M

Review: I bought several gifts for my friends for Christmas in H&M. When I asked for a gift receipt they told me they don't give them anymore and could just exchange gifts without receipts. When someone tells you something like this you believe it. But the situation was completely the opposite. My daughter receive a gift for Christmas for $24.95 and of course there was no original receipt with the gift. When we went on January 5th to the H&M at the Irvine Spectrum center to exchange it, they asked for a receipt. I explained to them it was gift without a receipt that we wanted to exchange it for another item. The salesperson gave me a gift card for $10.80. I didn't realize at first why the price was so different. When we found the item we wanted to purchase I approached a manager and asked why there was a discrepancy between the original price and amount we got on the gift card. We were told it was because we didn't have the original receipt. H&M took $14.95 of a customer's money by not giving a gift receipt. The manager could not resolve this problem and had me the phone number of the main office and I called and explained the situation to them. After discussing for 22 minutes and being put on hold many times I was offered me a complimentary a 20% discount on my next purchase. They explained that their policies are printed on the back of their receipt but gifts do not usually come with these types of receipts. While we were in the store we asked to reverse the transaction and get the item back, but they denied that also. I feel that this was an illegal transaction and I was cheated out my merchandise.Desired Settlement: I feel that I am entitled to a complete refund for the price spent on the Christmas gift that was given to me. I think the manager should be reprimanded for this conduct especially since it was done during the holiday season. What bad public relations this is for H&M Clothiers.

Review: I place the order for merchandise and it was shipped on April 28th 2014. I checked after a few days to track the order, but as unusal as this site is to track your package, I knew something was not right with the traking number. I waited until I realized I wasn't receivng anything, so I tracked it on google and the item under FEDEX and USPS showed no such number found. That was very odd, so I called the company, the young man could not tell me where I package was or how to track it or find it, give it a few more days. This went on until I told them I have not received it period, I was told their system was down and that was what the delay was. I called back and was told that it was USPS faults. I still don't have the package to this day. I needed the items so I placed the order again and so many of the items that I placed are no longer available. I asked the rep if there was an alternative shipping method to not experience this again and she said no!, I have spend a lot money with this company and the consumer is the only one who gets the shaft when the order goes missing. Why would a company continue to ship with USPS if their merchandise does not reach the customer????? This doesn't sound right at all.Desired Settlement: Satisfy your customers and offer something for their loss; clear explaination, discount, replacement ect. Don't just keep taking the customer's money and using the same method that brought issues and leaving the customer hanging!!!!!

Business

Response:

We contacted Ms. [redacted] to talk about her experience. She stated that she was personally disturbed by the experience and was unsure what happened since she had made multiple orders with us before without any issue.

She stated that she was more upset with the way the situation was handled, the multiple stories she received, and the fact that USPS was not contacted on her behalf. We apologized for her experience and informed her that we are working all of the kinks out of our process as we have only been online for less than year and are hoping to be running more smoothly at our warehouse as well as strengthening our connection with USPS. We assured her that this is not as common as it may be believed and offered her 25% off of her next order. By the end of the call she seemed satisfied and promised to contact us via telephone when her next order is made.

If you have any further questions regarding the conversation please do not hesitate to reach out to us.

Sincerely,

H&M Customer Service

Review: I ordered a skirt which they promised to get to me in a timely fashion however they shipped the wrong size and are unwilling to make sure I can get it in time all they say is they do not have the ability to do that and made up to me that they are legally not allowed to ship it due to their contractsDesired Settlement: A compensation of $500

Review: On 02-03-13 I returned an item that I had previously purchased from the store. As of today, the total amount still has not been returned to my account.I have contacted the company on two occasions to find out what the hold up is. I've provided all of the information that's listed on my receipt. I've told the company that I'm not providing them with my credit card information over the phone, and they're stating that without this information, they cannot proceed with the credit to my account.This I do not understand because that information should be in their system.I have my receipt; however I'm over an hour from the store and it's not convenient for my to travel back their to receipt my money.Desired Settlement: For the total amount $13.60 to be credited to my account.

Business

Response:

After speaking with[redacted] from the company on 3/8/13 she stated in order for the refund to be applied back to the customer's card, the customer would need to provide the last four digits of the card used in the original purchase.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I should not have to supply the company with my credit card information. My card was swiped when I purchased the item and re-swiped when I returned the item. My card information is on my receipt and so it should be in their records. I've had my card used fraudently in the past and explained this to the representative being the reason I don't want to provide my card information over the telephone.

In today's world, the phrase "every cent matters" could not be more true. I am highly upset that it's been over a month and the company has not returned my money; regardless of the amount. This is extremely poor customer service.

Regards,

Review: My husband purchased my birthday gift from H&M (online) back in January 2014. He ordered a Black Maternity Parka, which was too large in size for me, so I sent it back for an exchange. The original purchase was for $60.93 (including tax & shipping). When I sent the Black Parka back for an exchange, instead of just replacing the Black Parka, H&M withdrew another $54.45 before refunding the original amount (less shipping). Once our refunded amount came in to our bank account, it was only for $48.50!! Way less then the worth of the Parka, which is $49.95 plus tax $5.03 totaling $54.45; so where is the rest of our refund and why do we need to be out another purchase amount for an exchange?! We are a single income (low socio economic family) expecting our first child any day now and cannot afford to be charged twice for items and then not fully refunded. When I called H&M about the situation they would not tell me any information about the purchase or account because it was my husbands purchase, even though all of our accounts for EVERYTHING are linked together. My husband works M-F 6am-9pm and weekends, so how is he suppose to take this time to call them when I can and he hasdforwarded me all the emails from the original purchases?Desired Settlement: I would like H&M to send me my FULL REFUND of from the original exchange, still owing us $5.95; plus a full refund as I am returning the Black Parka of $54.45. I am EXTREMELY UNSATISFIED with this company, which I used to purchase from regularly. I am disappointed and irritated that they never responded to my email and when I call the company there is no help or understanding. I would like to see a change in this company's effort to better accommodate online purchases for future consumers. My husband and I will not order or purchase from H&M again!

Business

Response:

As per our policy which the customer agreed to, our company may deduct a $5.95 return fee from the amount of the return. This policy is clearly stated on our website, on the customer’s return form and in our terms and conditions which the customer has to agree to in order to purchase from us.

The problem was that the items were purchased with her husband’s account. Our policy due to security reasons is that we can only discuss account information with only the account holder. The customer, [redacted] is not on her husband’s account therefore we are not at liberty to discuss anything on her husband, [redacted] account.

I have resolved the issue and refunded the customer the return fee’s of $5.95 as a one time courtesy. We also refunded the customer’s original shipping fee of $5.95. This gives the customer’s husband a total refund of $11.90.

Also, the customer stated in the desired settlement that she wants a refund of the new Parka that she ordered. Once she sends that Parka back to our warehouse we will refund the customer.

I have also contacted the customer by phone to discuss the resolution but the customer didn’t answer. I created a case, left a voicemail with the customer to contact us back at any time to discuss and apologize about this matter.

If you have any further questions in regards to our resolution please do not hesitate to contact us at the number below and I will gladly assist you.

Kind Regards,

Review: I placed a order with H& M online on 12-27-13, I have yet to receive my items. They said a attempt was made by the postal service on 01-10-14 but I delivery slip was not left for me. I went to my local post office where I was informed that there was no package there for me. I then called H&M custoemr service who then said I would here back from them but still nothing.

Business

Response:

Our customer, [redacted] required assistance with a refund for a missing package.

We have been in communication with [redacted] and at this time we were able to find a resolution to settle Ms.[redacted] complaint. We issued a full refund of $27.57 on January 14, 2014 for the missing package and confirmed that the refund has cleared to her account when we spoke to her today.

At H&M Customer Service, we aim to be the Customer's First Choice by providing the highest level of service. On our end, we have successfully closed the case with a positive resolution. If you have any questions regarding this case, please contact us at the number you can find above. For your reference this case's number is 43063.

Sincerely.

H&M Customer Service

Review: On 12-18-14, I purchased infant clothing that totaled $40.36 to arrive by Christmas. I received an email after placing the order, stating I would receive future emails when my order shipped. I received that email on 12-19-2014, that my order was on its way and that it should arrive between Dec 22-24. On December 23,2014, I decided to track the package and found that the item had not been sent to the wrong state but also signed as if I had received it. I called the company to find out what was going on and the representative, [redacted], says that I would have to wait 14 days for the company to investigate the order. I told her that I didn't understand why I had to wait for a mistake that was on their part. She placed me on hold and when she came back to the phone, she informed that the package was sent back to their warehouse. I asked why and she could not give me a "reason". She also stated that I would be receiving a refund on the card that I used to purchase the items. At this point, I was furious, because no one bothered to send an email or even called to let me know that I would not be receiving my items. Instead, they forged my name as having the package delivered and then refunded the money. But here's the catch: The method of payment that I used was a gift card that I discarded 12-22-2014, because I didn't have any more funds on the card. When I explained that I only wanted the items and explained the issue of the card, [redacted] says," We didn't know you were going to throw the card away; that's not our issue! Needless to say, I will not purchase anything from this store or online. H&M WAS a great store and I have referred many people to them, but after this experience, our relationship is OVER!Desired Settlement: I want the clothing, because there is no way possible for me to get my money back!

Business

Response:

Our customer, [redacted], required assistance discussing her pervious experiences with our Online Shop.

We have called our customer to offer her a resolution to her experience. She was not in, but we left her a voicemail asking her to call in, with the hope of resolving this issue. We are going to offer this customer a fifty percent discount and free shipping on her reorder, as well as offer a gift card for 550.

At H&M Customer Service, we aim to be the Customer's First Choice by providing the highest level of service. If you have any questions regarding this case, please contact us at the number you can find above For your reference this case's number is filed under 55396.

Sincerely,

H&M Customer Service

H&M Customer Services 433 West Harrison

P.O. Box 5571

Chicago, IL 60680-5571

1855 466 7467

Review: Dear Sir/Ma'am, My name is [redacted] and I am writing you about the experience I have had with H&M customer service department. I submitted a return for a merchandise that was received by H&M on December 4, 2013. They claim to have issued a refund for the return merchandise on December 4, 2013. I e-mailed H&M company on December 5, 2013 and notified them that no refund was received and that they were trying to refund my money to a closed bank account. I called H&M Customer Service (855-466-7467) and I was told that I have to contact the bank and tell them to find the transaction history and issue a check for me. On the same day (12/05/13), I received email from H&M stating that while the refund on December 4, 2013 did not go through a refund was sucessfully posted to the account on December 5, 2013. No transaction ID or any proof of this refund was provided. [redacted] states that no refund has ever been received and that there is no transaction on their record for the account in the amount of $36.01 as H&M claims. I have provided a letter to H&M dated November 14, 2013 that shows that the account was closed. I have been going back and forth with H&M customer service support being bounced back and forth between phone support, e-mail support, and "managers" for customer support who have no idea about previous calls and e-mails to the support team about this issue. I have been contacting them for almost over two months now and there still has been no resolution reached on this issue and no refund has ever been received. The most recent attempt at contact H&M about this issue, which has been previously escalted to Accounts Payables and to the Headquarters was met with another generic response from the customer service team stating that the refund was processed on December 4, 2013. This information is contradictory according to H&M own e-mails which had previously claimed the refund was processed on December 5, 2013. We have reached out many times both to the bank and to H&M support team and have gotten nowhere with them. The lack of communication between shifts, the distinct disregard of record keeping has been incredibly frustrating for me. Every time I have contacted customer service team and managers simply say that the issue is being looked into, to call again and ask for a manager and simply pass the blame onto another shift. On 01/23/14, I reached out again asking for some kind of evidence that a payment was processed and implore H&M to look into this matter more closely as we have never received the refund that H&M claim went to an account that had been closed for a month. Given the amount of frustration that occurs trying to converse with H&M customer support team if this matter is not handled properly I will be taking all correspondence with H&M and [redacted] and all evidence we have gathered that no refund was received and escalate this matter as needed. I hope that H&M will take the time to remediate the problems we have faced with your customer service team and handle this matter appropriately. Sincerely,[redacted]Desired Settlement: A full refund in the amount of $36.01 that was never received.

Business

Response:

We are writing to provide you with an update regarding complaint ID: [redacted]. Our customer [redacted] required assistance with a refund transaction.

The refund of $36.01 was returned to the original method of payment, a Visa card ending in [redacted] on December 5, 2013.

We have attempted to contact Ms.[redacted] by phone and email with the reference number that will allow [redacted] to trace the refund, and at this time we have not had a response from her. The solutions offered are in accordance to our policies and unfortunately the customer has chosen to decline them. We are unable to issue a check when the refund has been paid out.

At H&M Customer Service, we aim to be the Customer's First Choice by providing the highest level of service. On our end, we have closed this case. If you have any questions regarding this case, please contact us at the number you can find above. For your reference this case number is [redacted].

Sincerely,

H&M Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It has taken H&M over two months and this Revdex.com complaint to finally send me the information I have been requesting. Yesterday (2/3/2014) at 12:06 PM I finally received an e-mail from H&M customer service with a tracking number for the refund transaction. The fact that to get this number took two months of phone calls, e-mails and this complaint is gross negligence by their customer service representatives. I can not in good faith accept a response that claims no responsibility for their failure to provide the information needed for further finding out what happened to our refund and denying that they were neglectful in this endeavor. The bank is looking further into what happened with this transaction using the tracking number provided and I will update this once I hear back from them. I will not be closing out this complaint or accepting a response that doesn't even include an apology for the appalling behavior of H&M in this matter.

Regards,

Review: This is my second complaint with this company, however I have lost my ordered and paid for merchandise three times. The last time this company's form of delivery of merchandise-USPS, I never received the items that I truly wanted and nothing but a 20% discount off on one item was given. Speaking with a manager she really couldn't do anything to make losing my merchandise better. Now it has happened again. I placed an order totaling 99.05 on 01/02/15 and the next day for 154.00. I recevied the order that I made on 01/03/15 but not the one that was shipped before on the 01/02/15, which doesn't make sense. Now the post office delivery method has figured out that stealing orders from this company is easy and I hold the H&M completely responsible as they can't seem to figure out to use a better form of delivery to keep this from happening over and over.Desired Settlement: I want my money back and the merchandise I lost! for having to keep going through this with this company!!!!!

Business

Response:

The customer's package was delivered yesterday, 1/13/2015. We called and informed her of this. We removed her shipping cost and applied 20% to the rest of her items that did not have a discount already applied. If you should have any questions for us, please respond to this email or contact us at the number below and ask to speak with a supervisor. When doing so, reference case number [redacted].Thank you,[redacted]Back Office OnlineH&M Hennes & Mauritz Customer Service Center855-466-7467

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Frist at let me say this has happened to me more than once. Second, I still not have received my order. I see it shows the post office delivered but not to me. I suspect the post office mostly in this situation as my packages come up missing all the time. As well my personal mail is opened and resealed. I work with UPS to avoid my packages just being left anywhere, however the postal system doesnt work with me so I guess it's a list of merchandise and money. I will never shop with H&M again!!!! Thank you

Regards,

Review: On November 6, 2014 I called H&M at approx 10:20 am to place an order after I could not access the website. I spoke with a representative and informed him that I wanted to order a couple of items. He created an account for me because I did not have one on file. I gave the associate all the information needed to create my account to include my name, address, zipcode, and phone number. I proceeded to order the 6 items from the associate. At the end of the order I gave the associate my credit card information and the order was processed. On today, I went online myself to place a new order for some items as gifts that were not previously available on yesterday and I received an order confirmation stating the order was proceeded successfully. At 12:06 today, I receive another email from H&M stating that my order from yesterday was cancelled because there was an issue with the zipcode and that I could call customer service if I had questions. I did not understand because the H&M associate that I had spoke with to place my order created my account and repeated all the information that I gave him and the order supposedly checked out fine. I called H&M and spoke with a Manager named [redacted], I asked him to replace my order because I really wanted the items I ordered. I've wanted those items for months and I waited over 45 minutes to speak to an associate to place my order over the phone on yesterday. The H&M associate transposed the last 2 numbers in my zipcode. My zipcode is [redacted] and he entered [redacted]. The system could not process the incorrect data and my order was automatically cancelled. I was never called or contacted to confirm the billing information. I am outraged because now these items are no longer in stock. This was NOT my mistake and I am being penalized. H&M didn’t waste any time taking the money out my account for the order when it was placed, so why couldn’t they use a good business practice and notify the consumer that there is a discrepancy with the zipcode. Instead they blatantly cancel my order without any attempt to satisfy the consumer. This is NOT professional and should not be tolerated. The Manager offered to discount my order for today but that does NOT solve the issue.Desired Settlement: I want the items I ordered. If they have to be found at some other store(s) in the US, they should be and shipped to me.

Business

Response:

On 11/10/2014 I, [redacted]., spoke with [redacted] in response to her situation. She had called numerous times and reached out to us via email asking that a manager reach out to her.

While on the phone I apologized for the inconvenience and the mistake made by one of our agents. I offered her a 50% discount if she placed a new order with us for available items. I checked each item in our system to find out which items were available and which were not.

The customer was happy with this resolution. She placed the order with me which came out to $301.62. They were not all items originally ordered, but they were items that she told me she wanted. By the end of the call, she seemed to be very happy.

Thank you so much,

Back Office Agent

Hennes & Mauritz

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

H&M, Thank you for acknowledging and responding to my complaint. I have been in touch with H&M Rep [redacted] via telephone to find a resolution to this matter. Up to this point, she has been helpful; however, I have not yet received all my desired merchandise from my original order (dated Nov 6, 2014). There are still a few items that I would like to acquire. I understand that I have to keep checking for the availability of the items (which is an inconvenience), but I would like the offer that [redacted] extended (50% off) be permitted for the other items from my original order (if available). NOTE: I ordered some merchandise on today that I found was available (Nov 24, 2014) and the associate did not apply the discount to the 2 items (2 dresses) as requested.

Regards,

Review: I placed an online order 10/10/13 and received notification that one of my ordered items was cancelled because it was not available. I contacted H&M customer service line at 855-466-7467 twice and was hung up on/ disconnected while in mid call discussing my concerns. I would like to replace a cancelled item..change the color. Please advise. I have been trying to contact customer service for an hour and feel very disrespected as a customer. When I finally got through to someone, the employee was slightly rude and music began playing. What kind of operation is this? Review those calls and properly train your employees. Long hold times coupled with horrible customer service. [redacted] Zip code: [redacted]Desired Settlement: Replace the cancelled item #[redacted] (black) with the gray colored version. Properly train your employees. review the recorded calls made between 11:15 pm and 12:15 am on 10/10/13. Provide apology or offer something for major inconvenience/rude service.

Business

Response:

Our customer, [redacted] required assistance discussing her pervious experiences with our Online Shop.

We have been in communication with [redacted] and at this time we were able to find a resolution to settle [redacted] complaint. We have agreed that based on feedback, H&M will start to record agents phone calls with customers. H&M wants to ensure customers are provided with excellent Customer Service with every phone call. We also refunded [redacted] balance from a previous order and offered free shipping on next order.

At H&M Customer Service, we aim to be the Customer's First Choice by providing the highest level of service. On our end, we have successfully closed the case with a positive resolution. If you have any questions regarding this case, please contact us at the number you can find above. For your reference this case's number is [redacted].

Sincerely„

H&M Customer Service

Review: This was my second time shopping with h&m online. I had to do an exchange, noticed that I was charged a shipping fee for the exchange. this isn't the first time it's happened it also happened with my first purchase when I called I spoke to a c.s.r and they refunded my shipping because I never paid for it originally. Today 11/18/13 I spoke to a supervisor named [redacted] she states that there is a charge for returning an item. My question is if I never paid for shipping originally and its an exchange not a refund why am I being charged? she also statee the first time it was done as a courtesy. after I spoke to her I went baack online tolook over the policy no in the exchange section does it state that you will be charged a shipping fee for doing an exchange. after today's dispute I doubt ill ever shop with the company again.Desired Settlement: I would like to speak with someone regarding this matter. Also the website should be updated to where it states under exchanges that you will be charged for shipping on a exchange as well.

Business

Response:

We strive at providing Customers a First Contact Resolution. The Revdex.com letter had originally been mailed to our warehouse and had to be forwarded to our Customer Service Center, so we may address any concerns or feedback directly with our customers.

Our customer, [redacted] required assistance with receiving clear communication on how H&M processes returns and exchanges including the fees involved.

We have been in communication with[redacted] and at this time we were able to find a resolution to settle [redacted] complaint. We have agreed on refunding her prior return fees and Monique now understands how H&M's Online Store handles returns & exchanges. Going forward [redacted] is aware of applicable shipping and return fees for specific type of transactions.

At H&M Customer Service, we aim to be the Customer's First Choice by providing the highest level of service. On our end, we have successfully closed the case with a positive resolution. If you have any questions regarding this case, please contact us at the number you can find above. For your reference this case's number is [redacted].

Sincerely„

H&M Customer Service