hm.com Reviews
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1.4 / 5
Average user rating
16031
Total reviews
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hm.com Reviews
Read real experiences from customers of hm.com.
Brands may not incentivize or pay to hide reviews.
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Jessica Currie
February 6, 2026
Quality gone downhill
Lately I have noticed the quality of the items have gone downhill. I brought 2 tops and the stitching was loose on both of them, before that I brought a dress online it said it could be washed at 40 degrees C, but then came out faded. I have washed my other handm.clothing at 40 and had no problems before. I also picked up a rug from the homeware section which I found was scuffed on the corner from people walking on it in the shop.
Brian Graham
February 5, 2026
Decent styles for the price
Decent styles for the price, but the quality is very hit-or-miss lately. Some items shrink after the first wash even on a cold cycle. It’s okay for fast fashion, but nothing more
Susanna Szvet
February 5, 2026
Shocking customer service - no items
Ordered £120 worth clothes online including £3.99 for delivery on 28th January. 3 working days later, 2nd February I received an email from delivery company EVRI that they tried to deliver my parcel. I was given 2 options and I chose to nominate my neighbour to receive it. 3rd of February and other email - saying EVRI was unable to deliver and a warning that 1 more attempt and my parcel will be returned to H&M. Next day, the 4th of February my neighbour called me in my work saying he receive A PARCEL but not from H&M but an other order if mine (Temu) which was delivered by Royal Mail Parcel Force. And an hour later the email came from EVRI: "we tried to deliver your item and now we are returning it to sender"The most shocking: H&Customer Service whom I called on the 5th of February. No consideration, no sympathy to their customer and most importantly no options given for me to choose what I want to do. I was told the ONLY OPTION IS A REFUND. NO OPTION FOR STORE PICK UP. NO OPTION FOR RESENDING etcShockingly bad service. Stay away from this company.
Jj
February 5, 2026
Nice selection but got expensive and delivery is very slow
I really like their home selection but it's all got so expensive recently. Purchased some dinner plates for Christmas which weren't cheap and have scratched after only a few uses. Clothes sizing is very hit and miss and also got expensive. The delivery/processing time is always incredibly slow, which is especially frustrating when you pay £3.99 for delivery. Placed an order with another big company the day after I placed an H&M one and that order is here already, H&M one hasn't even been shipped yet. Disappointing. Not what it used to be.
Ilias Demiris
February 5, 2026
The shops are like a warzone when there…
The shops are like a warzone when there are discounts, everyone is running to take a t shirt with 10€ and the employers rush to get everything in perfect condition
Rubbina Manekia
February 5, 2026
Their customer service is terrible
Their customer service is terrible. They supplied one item short and refused to give me a refund for it. They have not shared any proof that all items were packed and despatched nor that the courier company has delivered all the items and yet they continue to say that all items were packed and shipped. Beware they are not an honest company.
Nadia
February 4, 2026
Atrocious customer service!
I have never experienced such poor customer service! Having dealt with over ten different representatives to raise and resolve a complaint, I have reached the conclusion that this is a team of poorly trained, inept people. In store the customer service is great, however, the online chat, telephone and online customer service is atrocious. I have been left feeling completely frustrated. Offshore outsourcing will ruin H&M’s reputation and business in the long run!
JA
February 3, 2026
Poor Service
Whatever happened to H&M !Received order faulty, trying to place another order, discount code not work. Live chat rubbish.
Jak Rennison
February 3, 2026
awful company avoid at all costs
awful company, avoid at all costsordered 3 shirts, they sent to my billing address rather than my shipping address. i noticed as soon as order was made tried to cancel but it wouldnt let me. spoke to customer service who said i couldnt do anything as the 15 min window had passed baring in mind this was only 11 mins since making the order. now not letting me cancel because they decided to do it quickly and cant contact the warehouse to change or cancel order! awful company avoid at all costs
Gottsey
February 1, 2026
Absolutely rubbish customer service. Avoid!!
A friend bought my sons some H&M clothing for Christmas but chose the wrong sizes. I went to the shop mid January to see if I could exchange them. Firstly they said it was really too late as the month to return was up as they were purchased on 27 November. I haven’t come across another shop that doesn’t allow you until the end of January to return Christmas presents bought from the end of October onwards?!Then they said because they had been bought online, I couldn’t exchange the goods in the shop, even though I had a copy of the receipt email (from my friend). They suggested I call customer services which I did but they said they could refund the money to my friend’s card but not exchange the clothes even though they were still selling the same items in the shop - NOT in the sale. It’s so frustrating, I have two tops that are no good for my kids. What kind of customer service is that?! I will never buy from them again on principle. Very disappointing.
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