H&M

Dear Revdex.com,
I need someone to contact as soon as possible. I am beyond appalled with my experience with this company. I made a complaint while I was in-store and the associate and the manager gave me an attitude. Not helpful at allll. I made a complaint on Facebook and an H&M manager applied and said on social media "Did you ever think you were the one giving the attitude and you are upset because you think the company misled you when maybe you rushed and didn't read the info completely?" When I made a purchase online, that was the ONE thing I did, was read the return policy in FULL. I made a point to do so because I had a prior bad experience with an in store purchase and I wanted to make sure my order was returnable, especially for items on sale. The problem I had and why I made a complain was not solely on the items being returnable, it was the misleading information on the website when I went back and looked at my order. I looked at my information online after I received my order (I am always on the go, traveling, full-time working mom) and I relied on the information on the website as to when I could return my order. I was aware of how many days I had and the date on my order when I checked (multiple times - I tell you, I must have looked at least 5 times) was incorrect. My husband tried to return for me since I have not been able to go and they would not process the returned since he did not have the card in hand to swipe. He was very upset because if it had been a return through the mail back to the company, they would have been able to process the return without the card because you don't mail your credit in with your return. So I got the credit card out of the safe (since I only use this credit card for online purchases), and went on my next day off with my baby. Now, I went on New Years Day. It is supposed to be a new start to a new year. You would think maybe, just maybe, I could have received good customer service? No. The associate at the register helped me with my return. She had me standing there (mind you, I was one of only a few people in the entire store - it wasn't that busy yet) for 15 minutes I would say at least. I had my credit card in hand and tried to give it to her to process the return. She wouldn't take it but I said let me know when you need it. The manager came over to put the code in for the return and walked away. Then I believe the system may have also been slow but she needed another code thereafter and the manager came back over to put it in and the associate printed the receipt out and I saw her swipe a gift card fore store credit. I asked her what that was for. She told me it was passed the return policy. I explained to her the above and showed her my phone and the date it said on it and I still had a couple of days to return within the policy. She said that date is not right and told me I could not get a credit card refund. The manager started arguing with me and was being beyond rude. She made me cry in the store on New Years Day. Thank goodness it wasn't that busy because I was so appalled and embarrassed that she made me cry. I took a photo of their name tags and she also started yelling at me and it looked like she was about to rip my phone out of my hands. I wanted it for my records because that is how terrible they made me feel. A small separate issue was when I called the day before on New Year's Eve shortly placing an order about a tech issue when placing an order. The first order I placed, I inputted incorrectly with my address as 209 but it still made it to my home because I live on a small street. I noticed this when I went to check out on NYE and inputted my correct address at check out to be sure it was correct on the order. The website on my phone must have refreshed or something when I went to place the order and it put my default address and removed my coupon code. It happens. I work in customer service and I know how checking out on a phone can be sometimes or on application. That's why I double checked my email confirmation and noticed the difference. I called right away within minutes of placing the order and the customer service representative was again arguing with me. All I told her was the address defaulted and my incorrect address is on there and not the one I inputted and asked if she can please update it. She gave me such an attitude (just like the manager that commented on [redacted]). I could not believe it. It has been by far the worst experience I have ever had with a company and customer service. I am in customer service and when we do something wrong, we take responsibility. We made exceptions all the time in order to help customers. We help them understand the system, our company process, our website, our application. How am I do know that their website is flawed and shows incorrect information or I should say, not accurate information? I looked everyone on my order to find other dates and there was ONE date showing. I wish I could send you the screenshots. Lastly, I did say on my Facebook complaint that once I received my order, I was going to return it in full. However, I did order a dress, skirt and shoes for my daughters First Birthday. Those few items I was not going to return. I checked on my order status today because I have not yet received it and it has been RTS which I did not do, nor did my UPS man. I am so extremely mortified by this company.

Dear Revdex.com Serving Metropolitan New York,We are writing you to provide an update on Complaint ID:[redacted] placed an online order on 11/**/2016 for $60.58. Due to the high volume of the holiday season, we were experiencing delays in our warehouse which was...

causing the packages to be delayed. We were also experiencing technical issues with our phone lines, which resulted in a high queue time for our customers. This issue has also been resolved.We have attempted to reach out to the customer and was not successful in the attempt. We will keep trying to come to a positive resolution for this inconvenience.We have since corrected this matter and [redacted]'s package has been delivered to her on 12/**/16.We here at H&M strive to provide the highest level of customer service and work to correct any error that may have had any impact on the customer.If you have any questions regarding this case, please feel free to reach us at ###-###-####. For your reference this case number is [redacted] Sincerely,H&M Customer Service

Hi [redacted], Thank you for your response. I did contact my supervisor and she told me they saw there was an attempt made but there was no charge since it didn't go through. As far as having that removed you shouldn't have to file a dispute, your bank should have no problem just removing the pending...

reserve.  Since there is no actual charge in your account theres no way we can remove something that isn't there. Your bank would need to remove the pending reserve on their end. But like I said they shouldn't have any difficulty completing this for you.  I apologize for the inconvenience and hope that they are able to get this taken care of for you. If there are any issues please give us a call here at the customer service center. Have a wonderful evening.   Best regards, [redacted] H&M Customer Service

We contacted the customer via email and offered a refund for item that was denied a return. We apologized for the policy not being communicated to him in a clear manner.

Dear Customer Service Advocate, Our customer, [redacted] attempted to make a purchase on November *, 2015 by calling in to the Customer Service Center and placing an order with an agent....

Unfortunately, the items she wanted to purchase were part of a designer collection and were sold out within a few minutes of becoming available. No charge or holds were placed on the customer’s credit card. We contacted the store in Houston, TX to see if they had these items in stock. We also contacted the 2 stores in Chicago, IL that carried this collection; unfortunately none of the 3 stores have any of these pieces left in stock. We have also contacted our Online Warehouse to check if they have received these items back, but they also don’t have them in stock. We have added the customer into a Follow up list that we have with the warehouse, which is updated daily, with returns that are received from this specific collection of garments. We continue to check to see if the items she is interested in become and available and if they do we will contact the customer and provide her with the option of purchasing these items. We communicated this to the customer and she was satisfied with the measures we are taking to try to satisfy her. At this time, we consider this issue ongoing. If you have any additional questions or concerns, please contact us at the telephone number listed below. Sincerely, H&M Customer Service [redacted]
[redacted]
[redacted]

Hello,
 
We’ve received another letter for [redacted]...

regarding her experience while shopping online with H&M, which is dated for February  **, 2014. We’ve addressed the customer’s concerns and have reached out to her, but the calls were not returned.
 
We originally sent this information over on 2/*/14, it doesn’t seem to have been attached to the case. I have attached the original fax to this email or attach to the case.
 
Please feel free to reach out to us, if you have any further questions.
 
Thank You,
 
 
[redacted]
 
Back Office Online
[redacted] [redacted]

On 9/*/16 I placed an order online for my toddler and when I received it the size was too small. I called ###-###-#### and spoke to a representative. I asked her if I can return the items on the store & she said yes but that the store wouldn't give me the same price as online and I said that's fine. I asked her if she can check if my items were at the Waterbury CT store? She said she can only look up 3 items and that's it. I told her I had four and she said I could only look up 3. At this point I said; Well can I just send them back and fill out the exchange form with the correct size? She said yes but didn't explain their exchange Policy. I send out the package on 9/**/2016 and on 9/** I received an email stating they received the package and a refund will be credited to my card. I immediately call H&M and spoke to a representative by the name of Cynthia and she told me she doesn't know why they did that if all I wanted was an exchange. She said she can reorder my items and she'll give me a discount. I said Okey but she needed my card number again. I said but what about the 61.00 dollars you charged my card? She said your getting a credit for it but will have to wait 5 business day. I told her that's not fair, I don't want my money credited to my account, I want my items back? She said she'll talk to her manager and see what they could do. She then told me her manager said to wait until Monday, because the wearhouse was putting my items together and if I did another order I would get two packages of the same thing. I called on Tuesday (Gave an extra day) And spoke to Patti. I explained my self and told her I received another email saying that two of my four items were out of stock. She explain how the exchange policy works and I told her why didn't the first representative explain that to me? I wasn't aware it would be so stressful to make an exchange at H&M. I told her I want to talk to a manager. She transferred me to Pachina and she told me the wearhouse is the one that puts everything together and they'll give you a refund and redo your order and I told her; with all of this waiting two of my items are out of stock. I got frustrated and told her I didn't want anything!!! to cancelled my order and credit my account. I felt like she was blaming me in a way. I told her I would never shop at H&M! The people that work there don't get enough training or they just don't care about having good customer service. They loss a loyal customer for good.

Review: On Sunday July [redacted] at 1:44pm EST, I contacted H&M Customer Service in an attempt to track the package that I ordered a week ago. A rep answered, and I explained to that rep what was going on he stated that he couldn't see anything more than I could, and the best thing I could do was hope that my package actually arrives. I replied "so you're telling me that the best thing I can do is hope that something that i've already paid for arrives or doesn't". He then says if you would like to keep interrupting me that's fine or you could actually be quiet and listen to me. I asked for a manager or supervisor and he hung up on me.Desired Settlement: I would like my money back and prefer to never do business with this company again, not online nor in-store.

Consumer

Response:

At this time, I have not been contacted by Hennes & Mauritz, H & M regarding complaint ID [redacted].Sincerely,

Review: I purchased shoes from this retailer and the next day they fell apart. I called the store and was told by a manger to bring the shoes and receipt in and they would gladly refund my money. The next day I returned the shoes and was informed by the [redacted] tjat day named [redacted] that due to using my debit card they would need to put the refund on a gift card, but at amy Pont I could bring the debit card and gift card back together at any time and the store would refund the money back on my debit as I did not have the card that day due to not being told the previous day I would only need my reciept and the merchandise to get my money back. However today I returned to the store with the match in debit card and gift card as was told that the store could told would not put the money back on my debit card. I called customer service and was told nothing could be done. I asked for my money back and they said sorry they could not do that and instead offered me coupons. I am never going to this store again and just want my money refunded as I was told by the [redacted] previously.

Product_Or_Service: shoes big boyDesired Settlement: DesiredSettlementID: Refund

I would like my $25 refunded as promised

Consumer

Response:

At this time, I have not been contacted by H&M regarding complaint ID [redacted].

Sincerely,

Review: Recently, I donated some clothing items to H&M in [redacted] as they have a policy of giving 20% discount when you donate, (for a future purchase) and as the coupon was expiring soon, I purchased an item in the store for $19.99, less $4.00 discount. When I got home I discovered a defect in the item, so took it back. I could not find a similar item, so I selected 2 lesser items totalling $19.99 and when I approached the counter, the clerk appeared to be uninterested. When I tried to make the exchange (it would have been an even exchange), the two clerks told me that I had to buy the same item or they would not apply the discount. They told me once you use it, that's it, you can't make an exchange. We had a brief, very unfriendly conversation. Please note that I have made exchanges in this store before, without a similar incident. If I selected another item, they always applied the discount. In addition, there was no explanation on the coupon. So I got a refund for what I returned, but they refused to reinstate the coupon, which had not yet expired. I had to walk out of the store empty handed. These 2 clerks make me feel inclined to never return to this store, and let everyone know why.Desired Settlement: Under the circumstances, I think they should reinstate the 20% discount and allow me to choose other merchandise. That is what they have always done in the past. It is poor business practice to give no clear written explanation of how their coupon policy works. And, please note your final comment tells me the Revdex.com in New York City is handling this complaint, however, Kingston NY where the store is located, is 100 miles north of NYC.

Review: My name is [redacted] I have been a customer with H&M since it first opened. I purchased a coat from H&M at the [redacted], ** store on January [redacted] 2014. I bought the coat that claimed was a size Medium but instead was a large on the manufacturer tag. I returned the coat because it was too big on 02/**/2014 ( I was planning to just do an exhange at first) at the [redacted], ** store. Please note that the coat was in perfect condition (better than the rest of the coats in the store), All of the tags were on it, and I had the receipt, also please do note that only 10 days had gone by since the purchase. I was greeted by [redacted] (who claimed to be a [redacted]) with quite an attitude, rude, and throwing my merchandise all over the counter and hit me with the corner of the coat. When I said I would like to return this item she started to give me problems. First she claimed she could not return the coat because the tags did not match the serial on the coat. She would only give me half the price. When I claimed that it was not right. I said the tag was never removed and all the other coats of the exact model have the same serial tag. I even proceeded to pull them off the floor to proove that the bar codes and serial codes were identical to mine. She still claimed that I had switched the tag when again every other exact code had the same scan bar. I informed [redacted] that if they had mislabled all their coats I should not have to forfeit my money and keep this coat. Again she said they did not match she ripped off the tag from the coat took my receipt and went to the back of the store to speak with [redacted] (other claimed [redacted]) They made me wait over 1 hour steaming there after the rude treatment I could hear them laughing. She then came back took the coat from the counter and left me the customer there with no coat, no receipt, and no tags. After 1 hour she came back out and said there was no way the would return this coat and again claimed the tags were not the same even though I was holding two coats from the floor with the same tag. All of the numbers were identical on the items. She then told me that I had to drive to [redacted] 30 miles away from my home to return the item. I asked her if she could re-attach the tag she had ripped off and she gave me an attitude since I know one of the policies for the return is that the tags be attached as stated in the back of your receipts. I had to drive 30 miles after having spent an hour already with [redacted] and [redacted] to the [redacted] store, total time elapsed so far 2 hours of my time. I arrive to ontario at around 6:00pm there again I had to pull the exact item off the floor that had the same tag and they realized that the items were all mislabled. Again I had to wait another 1hr until [redacted]) would finally decide to approve a return without even showing up to greet me or apologize to me. I had to prove myself over and over again that the mistake was on part of H&M and some cretin employee mislabeling all their coats. I almost had to forfeit 100 dollars unjustly and unfairly. These types of business practices are revolting and illegal, your employees breeched corporate terms stated on your own receipt. I would like to inform you that I have taken video of the incident. I have pictures of the item and their tags, and that if disciplinary action is not taken against these employee, and compensation for all the hell I had to go through as a loyal customer is not received over the 20 dollars in gasoline I had to spend extra to return this item, and three hours of my life I could have spend working that I will never get back.Desired Settlement: Disciplinary Action against employees and reimbursement.

Consumer

Response:

At this time, I have not been contacted by H&M Corporate regarding complaint ID [redacted].

Sincerely,

Review: On May [redacted] of this year 2015, I went ahead and tried making a purchase on their website with my credir card visa ending in [redacted] but the purchase was not successful. H&m went ahead and put a hold on this amount with my bank. I called H&m customer service several times to ask if the money was going back to my account, which several representatives said it will release the amount in 3 to 5 business days. It has been almost three weeks and I still have no answer. I called my bank to file a dispute but my bank says that H&m needs to fully charge the amount in order to file the dispute.Desired Settlement: I need the money refunded to my account since the purchase didnt go trough.

Business

Response:

Hi [redacted], Thank you for your response. I did contact my supervisor and she told me they saw there was an attempt made but there was no charge since it didn't go through. As far as having that removed you shouldn't have to file a dispute, your bank should have no problem just removing the pending reserve. Since there is no actual charge in your account theres no way we can remove something that isn't there. Your bank would need to remove the pending reserve on their end. But like I said they shouldn't have any difficulty completing this for you. I apologize for the inconvenience and hope that they are able to get this taken care of for you. If there are any issues please give us a call here at the customer service center. Have a wonderful evening. Best regards, [redacted] H&M Customer Service

Review: I ordered several items on their website, the order was supposed to be shipped in two orders due to different shipping dates. I recieved my first order and they sent me the wrong item in place of a different item. When I contacted them to resolve the issue they said that there was nothing they could do becase they no longer have the item and will not have it again and all they offered was a 25% off coupon for next time. Which I do not want to spend more money I want my order to be corrected. Then the second part of my order was supposed to be shipping out by the begininng of February I went to check on the status of the order and it is gone dissapeard with no history of it ever being there no explination nothing! They just took my order and acted like it was never there. They are a shady company and should not be operating if they cant enen keep up with their orders and inventory!Desired Settlement: I want my order to be corrected and be shipped my order and I am not paying any more than I already did for their mistakes!

Business

Response:

Hello,

We’ve received another letter for [redacted] regarding her experience while shopping online with H&M, which is dated for February **, 2014. We’ve addressed the customer’s concerns and have reached out to her, but the calls were not returned.

We originally sent this information over on 2/*/14, it doesn’t seem to have been attached to the case. I have attached the original fax to this email or attach to the case.

Please feel free to reach out to us, if you have any further questions.

Thank You,

Back Office Online

Review: To keep a long story short, I've been a loyal customer with H&M for over 6 years. But today has literally made me consider never shopping with you guys again.

As excited as I was for the newest designer collaboration to come out, as much (if not WAY more) than the next person, I stayed prepared & ready to beat the crowds & order my goodies from the comfort of my own bed. And that's exactly was I planned on doing.

Despite the initial stress of not being able to access the website, which STILL was not working even well after 8 am eastern time, I went with my plan B & called customer service to order my goodies over the phone.

After waiting for at least 45 minutes for an operator, I was finally connected to someone & the best news was: all 5 of the items I HAD to have were available. Since I was doing this order over the phone & I knew it would take a bit longer than it would if I did it myself I asked the customer service rep specifically, "Is the stuff I want reserved for me now that I'm putting in my personal info?" She quickly said yes. I hurried & gave her all of my information.

By the time the order was finalized & I was waiting for the confirmation, she put me on hold while it processed since she said it was taking a bit longer on such a high volume day. I was already relieved I got my goodies (and I knew I had to size up from ALL of my extensive research & my overall excitement):

-The Blue Rope Shirt in a size 10

-Green & Black Fur Jacket in a size 6

-Yellow Sleeveless Rope Top in a size 8

-Rope & Gold Bead Sandals in a size 8

-Beaded Booties in a size 8

So after she's back on the line, I'm assuming she's letting me know it's totally confirmed & we can hang up. But instead she basically says ALL of the items I wanted are sold out. EVERY. SINGLE. ONE.

I don't even understand how that's possible. Not because it's a hot commodity, but because the order was FINALIZED. I keep reiterating this to her. At first she was dead silent & couldn't say anything. And after that, all she said was "[redacted]". Then after THAT, she said it was finalized.

SO. I don't know what's wrong with the system, with the poorly trained customer service reps or BOTH, but if I give my personal CC information & the order was "finalized", then I expect my stuff. This is insane & has left me totally disgusted. I seriously expect something to be done.

This is literally the worst experience I've EVER had in a retail environment. I do expect a highly fair outcome.Desired Settlement: A replacement of the items I had FINALIZED with my credit card. I don't care whether they're limited collection or not. If I was told they were finalized & I was awaiting receipt, then that should be what I receive. PERIOD.

Business

Response:

Dear Customer Service Advocate, Our customer, [redacted] attempted to make a purchase on November *, 2015 by calling in to the Customer Service Center and placing an order with an agent. Unfortunately, the items she wanted to purchase were part of a designer collection and were sold out within a few minutes of becoming available. No charge or holds were placed on the customer’s credit card. We contacted the store in Houston, TX to see if they had these items in stock. We also contacted the 2 stores in Chicago, IL that carried this collection; unfortunately none of the 3 stores have any of these pieces left in stock. We have also contacted our Online Warehouse to check if they have received these items back, but they also don’t have them in stock. We have added the customer into a Follow up list that we have with the warehouse, which is updated daily, with returns that are received from this specific collection of garments. We continue to check to see if the items she is interested in become and available and if they do we will contact the customer and provide her with the option of purchasing these items. We communicated this to the customer and she was satisfied with the measures we are taking to try to satisfy her. At this time, we consider this issue ongoing. If you have any additional questions or concerns, please contact us at the telephone number listed below. Sincerely, H&M Customer Service [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: It seems as though I have had one issue after another with the online H&M store. I am like many people, I have a full time job and there arent enough hours in the day for me to go shopping and drive around and try things on in a store. So when I find a place I like and a product I like I continue to shop there and buy many of the same product in different colors or styles. I currently own some H&M pants that I love to wear to work and the girls I work with have also shopped at H&M for a while. When I realized they had an online store I got really excited, I knew I needed new pants and didnt have time to go to the Mall to get some.I own a pair of size 6 H&M pants so when I ordered with the new online store I ordered the next size because mine fit snug. I received my new size 8 pants and they were even smaller then the size 6 pants I owned. I returned the pants and exchanged them for a larger size. This time instead of ordering what I thought was the appropriate size based on my previous purchases through the company, I ordered the size according to the size chart. I have a 35 waistline and the size 16 is supposedly for a 34 waistline. I know I am a petite girl and am not normally the largest size a company has to offer, but I was under the impression that H&M was apparently for smaller figures (after the issue with the size 8 being smaller then my size 6).When I sent my return out, I had not heard anything regarding my exchange and had shipped out on 8/** so I emailed the company 8/** for an update. I was told that my return should have been there already but that the company wanted to wait until 9/5 before acting and that I would receive a refund if my items were to go missing. I replied, upset, I did not understand why it had become my fault that the return was lost. After all I am not a post man and I had the receipt from the post office when I dropped off my package. I told H&M that it would not be fair for me to only receive a refund seeing as I had made my purchase during a sale and to go buy pants again I would be losing money because the sale had ended. H&M wrote back and explained that I must have been confused as they have to refund before they can do the exchange and suddenly they had my return and were shipping out the new items immediately. This all happened within a matter of minutes, on 8/**. Well it was Labor Day weekend so I didn't expect to see my package in a hurry- I understand holiday weekends slow up the mail. But I could not track my package at all, and I had waited over 24 hours for tracking info. I proceeded to advise the company that I could not view tracking info at all on 9/* to which I received the response of it is on a truck today you should receive it shortly and I was then given the direct USPS tracking number. I received the package 9/*, although it was delivered 9/*.Upon opening the new package I tried on the new size 16 pants. Well -I can fit 2 of me in them. I am beyond frustrated with the company and their size charts. I had already informed them of the sizing issues I had and asked them to advise me. There is something extremely wrong with their size chart and sizing overall. I am not goldilocks and I refuse to continue this terrible cycle of returning and waiting and emailing the company to try out another set of porridge if you understand my analogy. I also received a size 18 blouse that I did not order and I am under the impression they do not know how to package or send out orders and that some lady is wondering where the heck her shirt is.Desired Settlement: Reasonable: I would like to understand the H&M size chart, and why I have had so many issues with their sizes. I would like for other consumers to not have the issues I have had. I would like to already have a pair of pants that I ordered that fits.Maybe not so reasonable: No I do not want a refund, no I do not want to return the items. I JUST WANT PANTS THAT FIT-NOW. NOT TOMORROW, NOT IN 2 WEEKS, NOT IN A MONTH-NOW.

Consumer

Response:

At this time, I have not been contacted by H&M regarding complaint ID [redacted].

I have a complaint I am supposed to respond to and let you know if the company has tried to resolve this with me. During the next step, I am unable to type my reason as to if they have or have note resolved it. The answer is no they have not resolved anything, though they did try to contact me and I am still waiting for a refund at this point as I have sent all items back.

Sincerely,

Review: On November **, 2013 I placed an order for a jacket. As of today the item has not shipped. I made repeated attempts to receive shipping information from H&M and was only told it will ship. Well it has been 7 days and the item has not shipped so I asked to cancel the item and I am told that cannot be done because even though the item has not shipped and they cannot provide an estimate as to when that will happen it is no longer in their control. Now, to me, this makes no logical sense. I am disgusted by the practices of this business which seem to say place an order but we do not know when or how it will be fulfilled aka cross your fingers while we have a hold on the funds. Furthermore the customer service representative told me if I know longer wanted it I had to track down and refuse delivery from the postman and upon its receipt H&M would refund the money. So to be clear H&M is not fulfilling the order and putting the burden on the customer to receive their funds back. I willingly, and in good faith, entered into a contractual agreement with H&M for the good purchased, however, this contract is effectively terminated by the negligent actions of this company and I seek the order canceled and the hold on the funds released.Desired Settlement: I willingly, and in good faith, entered into a contractual agreement with H&M for the good purchased, however, this contract is effectively terminated by the negligent actions of this company and I seek the order canceled and the hold on the funds released.

Business

Response:

Dear Revdex.com [redacted],

We are writing to provide you with an update regarding complaint ID: [redacted].

Our customer [redacted] required assistance with her funds being released back onto her card after her order was processed for shipment.

We have not been in communication with [redacted], and at this time we have been unable to find a resolution to settle the customer's complaint. We have tried numerous times to get in contact with the customer by phone, but have been unsuccessful , voice messages were left on 12/**/13 and 12/**/13.

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's number is: [redacted].

Sincerely,

H&M Customer Service

Review: I went to the location at the Perimeter Mall to purchase a jacket that was advertised on-line and in stores for $39.95 and the original price was $69.95. When I got to the store the jacket was not on sale at all. I asked the lady ringing me up if there was a mistake, she asked me to pull up the ad on my phone, so I did. She called the [redacted] over and he asked me to show him the ad as well so I did. He stated I cannot do it for that price, when I asked why not he said "because I'm not". I then asked him to write down the corporate number and his name. He stated "I'm not writing down anything and walked away". I was humiliated there was a line full of people and I had my family with me. I paid full price for the jacket and left the store. I later had to explain to my children what happened. As a [redacted] that is not the way you conduct business. He didn't even say hello when he first walked up. I fell very uncomfortable when I shop in that store. That location just opened a few months ago and every time I go in there the [redacted]s are very nasty they automatically have a attitude when there services are needed. The [redacted] that I delt with name is [redacted] I was able to obtain that from his name plate.Desired Settlement: I would like for someone to contact me regarding this matter. Before going to the store I called on-line to ask if the price was the same and the rep said it should be, maybe a few dollar difference.

Business

Response:

[redacted] contacted H&M on 11/**/2014 to inform us she was incorrectly charged for a jacket and wanted an adjustment. After investigating the incident we were able to make a full adjustment on the customer's original method of payment on 12/**/2014. We emailed a copy of the customer's return reciept and have not recieved any further contact from the customer in regards to the adjustment.

Review: To Whom It May Concern:

I am writing this email on behalf of my wife, who has now placed 3 orders online with H&M. From the first order to the third, there has been persistent issues that H&M does not seem genuine in fixing. Being told "IT is working on the issue" is of little to no appreciation to your customers when this is not the first or second time, but the third.

This morning ([redacted]) my wife was ordering online and attempting to use the 40% off coupon code she received in her email, but your website was not accepting it. She then entered her credit card number and the order went through without another opportunity to enter the coupon code. Please note, the first 2 orders she placed online was not accepting credit cards, so H&M corporate should be aware of these persistent issues and doing something to ensure customers such as my wife are repeat customers and not left with a bad taste that will certainly result in her looking at your competitors.

She was beyond herself, so I stepped in and called H&M. After being on hold for 25 minutes I began speaking to someone who gave the same party-line that "IT is working on the issue." When this response did not satisfy me she then hung-up on the call around 11:15 am EST. This is beyond unacceptable and apparently illustrates how little H&M cares about your customers. I am now back on the phone just so the 40% coupon can be honored.

If you cared you would recognize my wife has placed 3 orders online in a short period, you would offer an incentive coupon beyond the 40% and profusely apologize that your IT department seemingly cannot get themselves out of the 20th century when it comes to online orders.

I am writing to see if anyone else at H&M truly cares enough to respond to this complaint.Desired Settlement: 1. Issue an online statement front & center to your website acknowledging the ongoing problems

2. For anyone who has placed an online order and had problems, offer them an expedited option when calling customer service

3. Provide a legitimate response regarding what your IT department is doing to actually fix the issue, or will persistent issues be the norm forever with your website

4. Give a 100% refund of the last purchase--yes, I am talking about a NO CHARGE refund for the goods purchased today. It's the least someone such as your billionaire Director can afford if he truly appreciated his consumers.

Consumer

Response:

I have spoken to an H&M rep and have came to an amicable resolution.

Sincerely,

Review: Purchased a pair of "Plus Size" jeans on 2/** for $39.95 plus tx and shipping. I received an email 2/** stating that my order "is on its way". I checked the status of that tracking number on the [redacted] website till 3/* before contacting the company and every day it stated that "NOT FOUND". Once I contacted the company, I received a reply that says my order has been shipped back on 2/** after I informed the customer service that it had not been even found by the [redacted]. Then 3/*, those same jeans that I purchased and were supposedly already shipped to me, went on sale for $20 less than my purchase price. I have a company gift card that is not allowed to be used for online shopping and I am a "Plus Size" and the only actual walk in store they have open is almost 3 hours from me. It is unacceptable that I have to haggle with this "customer service rep" about when my package shipped only to receive confirmation that my order has been sitting for 5 days before actually being put on "a truck on its way to [redacted]" (as per the rep). I have just been informed that they do not do "price adjusting" and will refund me the $6 for shipping. That is not good enough for this situation.Desired Settlement: I would either like a refund on the difference of my purchase price versus their sale price for this inconvenience or a complete refund including tax and shipping and a credit for my gift card that I can never use because they don't have local plus size stores.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is less than satisfactory to me but the matter has been resolved.

Sincerely,

Review: After trying to make a purchase on H&M website repeatedly today, my transactions were repeatedly denied. I called my bank ([redacted]), who assured me funds were available, but also stated to me, they see the "attempts" being made from H&M, but that H&M is manually declining the online purchase. I then called H&M, twice I was hung up on by Customer Service, the 3rd time I asked for a supervisor and was declined. The 4th rep finally told me that their IT department is aware of the online issue, but "there is nothing they can do about it". THIS IS NO WAY TO CONDUCT BUSINESS. As I did further research online, I have seen numerous complaints by different consumers all over the world and on [redacted] regarding H&M constantly denying consumers purchase transactions online. At this point, I finally reached someone at the New York Corporate Office, who got me a supervisor named Omar in Customer Service who, after further researching told me "[redacted], you are correct, there is nothing wrong with your bank, there seems to be a security issue on our end". The problem I have with this is..."the consumer complaints about this very thing date back to 2013...". This is a long time for a security issue to be in place. H&M is a big company and should value their customers more than this. Someone needs to do something so they will fix their problems!Desired Settlement: Fix their online credit card transaction issues. Over 2 years of having the same issue on their end is 2 years too long.